HP RP5700 User Manual

Troubleshooting Guide

HP rp5700

© Copyright 2007 Hewlett-Packard
Development Company, L.P. The
information contained herein is subject to
change without notice.

Microsoft, Windows, and Windows Vista are
either trademarks or registered trademarks
of Microsoft Corporation in the United States
and/or other countries.

The only warranties for HP products and
services are set forth in the express warranty
statements accompanying such products
and services. Nothing herein should be
construed as constituting an additional
warranty. HP shall not be liable for technical
or editorial errors or omissions contained
herein.

This document contains proprietary
information that is protected by copyright. No
part of this document may be photocopied,
reproduced, or translated to another
language without the prior written consent of
Hewlett-Packard Company.

Troubleshooting Guide

HP rp5700

First Edition (April 2007)

Document Part Number: 445246-001

About This Book

WARNING! Text set off in this manner indicates that failure to follow directions could result in

bodily harm or loss of life.

CAUTION: Text set off in this manner indicates that failure to follow directions could result in

damage to equipment or loss of information.

NOTE: Text set off in this manner provides important supplemental information.

ENWW iii

iv About This Book ENWW

Table of contents

1 Computer Diagnostic Features

HP Insight Diagnostics ......................................................................................................................... 1

Accessing HP Insight Diagnostics ....................................................................................... 1

Survey Tab .......................................................................................................................... 2

Test Tab ............................................................................................................................... 2

Status Tab ........................................................................................................................... 3

Log Tab ................................................................................................................................ 4

Help Tab .............................................................................................................................. 4

Saving and Printing Information in HP Insight Diagnostics .................................................. 5

Downloading the Latest Version of HP Insight Diagnostics ................................................. 5

Protecting the Software ........................................................................................................................ 5

Restoring the Software ......................................................................................................................... 6

2 Troubleshooting Without Diagnostics

Safety and Comfort .............................................................................................................................. 7

Before You Call for Technical Support ................................................................................................. 7

Helpful Hints ......................................................................................................................................... 8

Solving General Problems .................................................................................................................. 10

Solving Power Problems .................................................................................................................... 14

Solving Hard Drive Problems ............................................................................................................. 15

Solving Media Card Reader Problems ............................................................................................... 18

Solving Display Problems ................................................................................................................... 20

Solving Audio Problems ..................................................................................................................... 24

Solving Printer Problems .................................................................................................................... 26

Solving Keyboard and Mouse Problems ............................................................................................ 27

Solving Hardware Installation Problems ............................................................................................. 29

Solving Network Problems ................................................................................................................. 31

Solving Memory Problems ................................................................................................................. 34

Solving Processor Problems .............................................................................................................. 36

Solving CD-ROM and DVD Problems ................................................................................................ 37

Solving Drive Key Problems ............................................................................................................... 40

Solving Front Panel Component Problems ........................................................................................ 41

Solving Internet Access Problems ...................................................................................................... 42

Solving Software Problems ................................................................................................................ 44

Contacting Customer Support ............................................................................................................ 45

Appendix A POST Error Messages

POST Numeric Codes and Text Messages ....................................................................................... 48

Interpreting POST Diagnostic Front Panel LEDs and Audible Codes ................................................ 54

ENWW v

Appendix B Password Security and Resetting CMOS

Resetting the Password Jumper ........................................................................................................ 58

Clearing and Resetting the CMOS ..................................................................................................... 59

Using Computer Setup to Reset CMOS ............................................................................ 59

Resetting the CMOS Jumper ............................................................................................. 59

Appendix C Drive Protection System (DPS)

Accessing DPS Through Computer Setup ......................................................................................... 62

Index ................................................................................................................................................................... 63

vi ENWW

1 Computer Diagnostic Features

HP Insight Diagnostics

NOTE: HP Insight Diagnostics is included on CD with some computer models only.

The HP Insight Diagnostics utility allows you to view information about the hardware configuration of
the computer and perform hardware diagnostic tests on the subsystems of the computer. The utility
simplifies the process of effectively identifying, diagnosing, and isolating hardware issues.

The Survey tab is displayed when you invoke HP Insight Diagnostics. This tab shows the current
configuration of the computer. From the Survey tab, there is access to several categories of information
about the computer. Other tabs provide additional information, including diagnostic test options and test
results. The information in each screen of the utility can be saved as an html file and stored on a USB
HP Drive Key.

Use HP Insight Diagnostics to determine if all the devices installed on the computer are recognized by
the system and functioning properly. Running tests is optional but recommended after installing or
connecting a new device.

You should run tests, save the test results, and print them so that you have printed reports available
before placing a call to the Customer Support Center.

NOTE: Third party devices may not be detected by HP Insight Diagnostics.

Accessing HP Insight Diagnostics

You must boot to the Documentation and Diagnostics CD, as described in the steps below, to access
HP Insight Diagnostics.

1. While the computer is on, insert the Documentation and Diagnostics CD into an optical drive on

the computer.

2. Shut down the operating system and turn off the computer.

3. Turn on the computer. The system will boot to the CD.

NOTE: If the system does not boot to the CD in the optical drive, you may need to change

the boot order in the Computer Setup (F10) utility so that the system attempts to boot to the
optical drive before booting to the hard drive. Refer to the Computer Setup (F10) Utility
Guide on the Documentation and Diagnostics CD for more information.

You can also change the boot order so that the system boots to the optical drive on a one­time basis by pressing the F9 key at startup.

ENWW HP Insight Diagnostics 1

4. Select the appropriate language and click Continue.

5. In the End User License Agreement page, click Agree if you agree with the terms. The HP Insight

Survey Tab

The Survey tab displays important system configuration information.

In the View level field, you can select the Summary view to see limited configuration data or select
the Advanced view to see all the data in the selected category.

In the Category field, you can select the following categories of information to display:

All—Gives a listing of all categories of information about the computer.

Overview—Gives you a listing of general information about the computer.

Architecture—Provides system BIOS and PCI device information.

Asset Control—Shows product name, asset tag, system serial number, and processor information.

Communication—Shows information about the computer parallel (LPT) and serial (COM) port settings,

plus USB and network controller information.

NOTE: It is recommended that you accept the assigned default keyboard for your

language unless you want to test your specific keyboard.

Diagnostics utility launches with the Survey tab displayed.

Graphics—Shows information about the graphics controller of the computer.

Input Devices—Shows information about the keyboard, mouse, and other input devices connected to

the computer.

Memory—Shows information about all memory in the computer. This includes memory slots on the
system board and any memory modules installed.

Miscellaneous—Shows HP Insight Diagnostics version information, computer configuration memory
(CMOS) information, system board data, and system management BIOS data.

Storage—Shows information about storage media connected to the computer. This list includes all fixed
disks and optical drives.

System—Shows information about the computer model, processor, chassis, and BIOS, plus internal
speaker and PCI bus information.

Test Tab

The Test tab allows you to choose various parts of the system to test. You can also choose the type of
test and testing mode.

2 Chapter 1 Computer Diagnostic Features ENWW

There are three types of tests to choose from:

Quick Test—Provides a predetermined script where a sample of each hardware component is

●

exercised and requires no user intervention in either Unattended or Interactive mode.

Complete Test—Provides a predetermined script where each hardware component is fully tested.

●

There are more tests available in the Interactive mode, but these require user intervention.

Custom Test—Provides the most flexibility in controlling the testing of a system. The Custom Test

●

mode allows you to specifically select which devices, tests, and test parameters are run.

For each test type, there are two test modes to choose from:

Interactive Mode—Provides maximum control over the testing process. The diagnostic software

●

will prompt you for input during tests that require your interaction. You may also determine whether
the test passed or failed.

Unattended Mode—Does not display prompts and requires no interaction. If errors are found, they

●

are displayed when testing is complete.

To begin testing:

1. Select the Test tab.

2. Select the tab for the type of test you want to run: Quick, Complete, or Custom.

3. Select the Test Mode: Interactive or Unattended.

4. Choose how you want the test to be executed, either Number of Loops or Total Test Time. When

5. If performing a Quick Test or Complete Test, select the device to be tested from the drop-down

6. Click the Begin Testing button at the bottom right corner of the screen to start the test. The Status

7. If errors are found, go to the Log tab and click the Error Log to display more detailed information

Status Tab

The Status tab displays the status of the selected tests. The type of test executed (Quick, Complete,
or Custom) is also displayed. The main progress bar displays the percent complete of the current set
of tests. While testing is in progress, a Cancel Testing button is displayed for use if you want to cancel
the test.

After testing has completed, the Cancel Testing button is replaced with a Retest button. The Retest
button will retest the last set of tests executed. This enables you to re-run the set of tests without having
to re-enter the data in the Test tab.

choosing to run the test over a specified number of loops, enter the number of loops to perform. If
you desire to have the diagnostic test for a specified time period, enter the amount of time in
minutes.

list. If performing a Custom Test, Click the Expand button and select the devices to be tested or
click the Check All button to select all devices.

tab, which allows you to monitor the progress of the test, is automatically displayed during the
testing process. When the test is complete, the Status tab shows whether the device passed or
failed.

and recommended actions.

ENWW HP Insight Diagnostics 3

The Status tab also shows:

●

●

●

●

●

Log Tab

The Log tab contains a Test Log tab and an Error Log tab.

The Test Log displays all tests that have been executed, the number of times of execution, the number
of times failed, and the time it took to complete each test. The Clear Test Log button will clear the
contents of the Test Log.

The Error Log displays the tests for devices that have failed during the diagnostic testing and includes
the following columns of information.

●

●

The devices being tested

The test status (running, passed, or failed) of each device being tested

The overall test progress of all devices being tested

The test progress for each device being tested

The elapsed test times for each device being tested

The Device section displays the device tested.

The Test section displays the type of test run.

●

●

●

●

The Clear Error Log button will clear the contents of the Error Log.

Help Tab

The Help tab contains an HP Insight Diagnostics tab, an Error Codes tab, and a Test
Components tab.

The HP Insight Diagnostics tab contains help topics and includes search and index features.

The Error Codes tab provides a description of each numerical error code that may appear in the Error

Log tab located on the Log tab. Each code has a corresponding error Message and a Recommended
Repair action that should help solve the problem. To find an error code description quickly, enter the

code in the box at the top of the tab and click the Find Error Codes button.

The Test Components tab displays low-level information on tests that are run.

The Description section describes the error that the diagnostic test found.

The Recommended Repair will give a recommended action that should be performed to resolve
the failed hardware.

The Failed Count is the number of times the device has failed a test.

The Error Code provides a numerical code for the failure. The error codes are defined in the Help
tab.

4 Chapter 1 Computer Diagnostic Features ENWW

Saving and Printing Information in HP Insight Diagnostics

You can save the information displayed in the HP Insight Diagnostics Survey and Log tabs to a USB

2.0 HP Drive Key (64MB or higher). You can not save to the hard drive. The system will automatically
create an html file that has the same appearance as the information displayed on the screen.

1. Insert a USB 2.0 HP Drive Key (capacity must be 64MB or higher). USB 1.0 Drive Keys are not

supported.

2. Click Save in the bottom right corner of the screen.

3. Select Save to the floppy or Save to USB key.

4. Enter a file name in the File Name box and click the Save button. An html file will be saved to the

inserted USB HP Drive Key.

NOTE: Do not remove the USB key until you see a message indicating that the html file

has been written to the media.

5. Print the information from the storage device used to save it.

NOTE: To exit HP Insight Diagnostics, click the Exit Diagnostics button in the bottom left

corner of the screen then remove the Documentation and Diagnostics CD from the optical drive.

Downloading the Latest Version of HP Insight Diagnostics

1. Go to http://www.hp.com.

2. Click the Software & Driver Downloads link.

3. Enter your product number (for example, rp5700) in the text box and press the Enter key.

4. Select your specific computer model.

5. Select your OS.

6. Click the Diagnostic link.

7. Click HP Insight Diagnostics Offline Edition.

8. Select a language and click Download.

NOTE: The download includes instructions on how to create the bootable CD.

Protecting the Software

To protect software from loss or damage, you should keep a backup copy of all system software,
applications, and related files stored on the hard drive. See the operating system or backup utility
documentation for instructions on making backup copies of data files.

ENWW Protecting the Software 5

Restoring the Software

The HP Backup and Recovery Manager is an easy-to-use, versatile application that is pre-loaded on
each system and allows you to:

create Recovery Points to back up the entire system incrementally

●

back up the entire hard drive in a single archive

●

back up individual files

●

Backups can be scheduled to occur automatically at designated intervals, or they can be initiated
manually. Recovery can be performed from the Recovery Partition on the hard drive or the Recovery
Disc Set. The Recovery Disc Set includes the Restore Plus! CD, the Microsoft® Operating System, and
any Supplemental Software CDs.

NOTE: HP highly recommends that you create a Recovery Disc Set immediately before using

the computer and schedule regular automatic Recovery Point backups.

The HP Backup and Recovery Manager provides two basic recovery methods. The first, recovery of
files and folders, operates in Windows®. The second, PC Recovery, requires a reboot to the Recovery
Partition or from the Recovery Disc Set. To reboot to the Recovery Partition, press F11 at startup when
you see the message Press F11 for Emergency Recovery.

NOTE: For more information on using HP Backup and Recovery Manager, refer to the HP

Backup and Recovery Manager User Guide by selecting Start > HP Backup and Recovery >

HP Backup and Recovery Manager Manual.

6 Chapter 1 Computer Diagnostic Features ENWW

2 Troubleshooting Without Diagnostics

This chapter provides information on how to identify and correct minor problems, such as hard drive,
optical drive, graphics, audio, memory, and software problems. If you encounter problems with the
computer, refer to the tables in this chapter for probable causes and recommended solutions.

NOTE: For information on specific error messages that may appear on the screen during

Power-On Self-Test (POST) at startup, refer to Appendix A,

on page 47.

Safety and Comfort

WARNING! Misuse of the computer or failure to establish a safe and comfortable work

environment may result in discomfort or serious injury. Refer to the Safety & Comfort Guide on
the Documentation and Diagnostics CD and available on the Web site at

ergo for more information on choosing a workspace and creating a safe and comfortable work

environment. This equipment has been tested and found to comply with the limits for a Class B
digital device, pursuant to Part 15 of the FCC Rules. For more information, refer to Safety &
Regulatory Information on the Documentation and Diagnostics CD.

POST Error Messages

http://www.hp.com/

Before You Call for Technical Support

If you are having problems with the computer, try the appropriate solutions below to try to isolate the
exact problem before calling for technical support.

Run the diagnostics utility. Refer to Chapter 1,

●

information.

Run the Drive Protection System (DPS) Self-Test in Computer Setup. Refer to the Computer Setup

●

(F10) Utility Guide on the Documentation and Diagnostics CD for more information.

Check the Power LED on the front of the computer to see if it is flashing red. The flashing lights

●

are error codes that will help you diagnose the problem. Refer to Appendix A,

Messages on page 47 for more information.

If the screen is blank, plug the monitor into a different video port on the computer if one is available.

●

Or, change out the monitor with a monitor that you know is functioning properly.

If you are working on a network, plug another computer with a different cable into the network

●

connection. There may be a problem with the network plug or cable.

If you recently added new hardware, remove the hardware and see if the computer functions

●

properly.

Computer Diagnostic Features on page 1 for more

POST Error

ENWW Safety and Comfort 7

If you recently installed new software, uninstall the software and see if the computer functions

●

properly.

If you are using a Windows operating system, boot the computer to the Safe Mode to see if it will

●

boot without all of the drivers loaded. When booting the operating system, use “Last Known
Configuration.”

Refer to the comprehensive online technical support at

●

Refer to the following

●

To assist you in resolving problems online, HP Instant Support Professional Edition provides you with
self-solve diagnostics. If you need to contact HP support, use HP Instant Support Professional Edition's
online chat feature. Access HP Instant Support Professional Edition at:

Access the Business Support Center (BSC) at
support information, software and drivers, proactive notification, and worldwide community of peers and
HP experts.

If it becomes necessary to call for technical assistance, be prepared to do the following to ensure that
your service call is handled properly:

Be in front of your computer when you call.

●

Write down the computer serial number and product ID number, and the monitor serial number

●

before calling.

Spend time troubleshooting the problem with the service technician.

●

Remove any hardware that was recently added to your system.

●

Remove any software that was recently installed.

●

Restore the system to a Recovery Point created in HP Backup and Recovery Manager or run

●

the Restore Plus! CD. For more information on using HP Backup and Recovery Manager, refer to
the HP Backup and Recovery Manager User Guide by selecting Start > HP Backup and
Recovery > HP Backup and Recovery Manager Manual.

Helpful Hints on page 8 section in this guide.

http://www.hp.com/go/bizsupport for the latest online

http://www.hp.com/support.

http://www.hp.com/go/ispe.

CAUTION: Running the Restore Plus! CD will erase all data on the hard drive.

NOTE: For sales information and warranty upgrades (Care Packs), call your local authorized

service provider or dealer.

Helpful Hints

If you encounter problems with the computer, monitor, or software, see the following list of general
suggestions before taking further action:

Check that the computer and monitor are plugged into a working electrical outlet.

●

Check to see that the computer is turned on and the green power light is on.

●

Check to see that the monitor is turned on and the green monitor light is on.

●

Check the Power LED on the front of the computer to see if it is flashing red. The flashing lights

●

are error codes that will help you diagnose the problem. Refer to Appendix A,

Messages on page 47 for more information.

8 Chapter 2 Troubleshooting Without Diagnostics ENWW

POST Error

Turn up the brightness and contrast controls of the monitor if the monitor is dim.

●

Press and hold any key. If the system beeps, then the keyboard should be operating correctly.

●

Check all cable connections for loose connections or incorrect connections.

●

Wake the computer by pressing any key on the keyboard or pressing the power button. If the system

●

remains in suspend mode, shut down the computer by pressing and holding the power button for
at least four seconds then press the power button again to restart the computer. If the system will
not shut down, unplug the power cord, wait a few seconds, then plug it in again. The computer will
restart if automatic start on power loss is set in Computer Setup. If it does not restart, press the
power button to start the computer.

Reconfigure the computer after installing a non–plug and play expansion board or other option.

●

See

Solving Hardware Installation Problems on page 29 for instructions.

Be sure that all the needed device drivers have been installed. For example, if you are using a

●

printer, you need a driver for that model printer.

Remove all bootable media (CD or USB device) from the system before turning it on.

●

If you have installed an operating system other than the factory-installed operating system, check

●

to be sure that it is supported on the system.

If the system has multiple video sources (embedded, PCI, or PCI-Express adapters) installed

●

(embedded video on some models only) and a single monitor, the monitor must be plugged into
the monitor connector on the source selected as the primary VGA adapter. During boot, the other
monitor connectors are disabled and if the monitor is connected into these ports, the monitor will
not function. You can select which source will be the default VGA source in Computer Setup.

CAUTION: When the computer is plugged into an AC power source, there is always voltage

applied to the system board. You must disconnect the power cord from the power source before
opening the computer to prevent system board or component damage.

ENWW Helpful Hints 9

Solving General Problems

You may be able to easily resolve the general problems described in this section. If a problem persists
and you are unable to resolve it yourself or if you feel uncomfortable about performing the operation,
contact an authorized dealer or reseller.

WARNING! When the computer is plugged into an AC power source, voltage is always applied

to the system board. To reduce the risk of personal injury from electrical shock and/or hot
surfaces, be sure to disconnect the power cord from the wall outlet and allow the internal system
components to cool before touching.

Look for the LED on the system board. If the LED is illuminated, the system still has power. Power
off the computer and remove the power cord before proceeding.

Table 2-1 Solving General Problems

Computer appears locked up and will not turn off when the power button is pressed.

Cause

Software control of the power switch is not functional. 1. Press and hold the power button for at least four seconds

Computer will not respond to USB keyboard or mouse.

Cause

Computer is in standby mode. To resume from standby mode, press the power button.

System has locked up. Restart computer.

Computer date and time display is incorrect.

Cause

Solution

until the computer turns off.

2. Disconnect the power cord from the electrical outlet.

Solution

CAUTION: When attempting to resume from

standby mode, do not hold down the power button for

more than four seconds. Otherwise, the computer will
shut down and you will lose any unsaved data.

Solution

RTC (real-time clock) battery may need to be replaced.

NOTE: Connecting the computer to a live AC outlet

prolongs the life of the RTC battery.

First, reset the date and time under Control Panel (Computer
Setup can also be used to update the RTC date and time). If
the problem persists, replace the RTC battery. See the

Hardware Reference Guide on the Documentation and
Diagnostics CD for instructions on installing a new battery, or

contact an authorized dealer or reseller for RTC battery
replacement.

10 Chapter 2 Troubleshooting Without Diagnostics ENWW

Table 2-1 Solving General Problems (continued)

Cursor will not move using the arrow keys on the keypad.

Cause Solution

The Num Lock key may be on. Press the Num Lock key. The Num Lock light should not be on

if you want to use the arrow keys. The Num Lock key can be
disabled (or enabled) in Computer Setup.

There is no sound or sound volume is too low.

Cause

System volume may be set low or muted. 1. Check the F10 BIOS settings to make sure the internal

The audio device may be connected to the wrong jack on the
rear of the computer.

Poor performance is experienced.

Cause

Processor is hot. 1. Make sure airflow to the computer is not blocked. Leave

Solution

system speaker is not muted (this setting does not affect
the external speakers).

2. Make sure the external speakers are properly connected

and powered on and that the speakers' volume control is
set correctly.

3. Use the system volume control available in the operating

system to make sure the speakers are not muted or to
increase the volume.

Ensure that the device is connected to the correct jack on the
rear of the computer.

Solution

a 10.2-cm (4-inch) clearance on all vented sides of the
computer and above the monitor to permit the required
airflow.

2. Make sure fans are connected and working properly

(some fans only operate when needed).

3. Make sure the processor heatsink is installed properly.

Hard drive is full. Transfer data from the hard drive to create more space on the

hard drive.

Low on memory. Add more memory.

Hard drive fragmented. Defragment hard drive.

Program previously accessed did not release reserved
memory back to the system.

Virus resident on the hard drive. Run virus protection program.

Restart the computer.

ENWW Solving General Problems 11

Table 2-1 Solving General Problems (continued)

Poor performance is experienced.

Cause Solution

Too many applications running. 1. Close unnecessary applications to free up memory.

Some applications run in the background and can be
closed by right-clicking on their corresponding icons in the
task tray. To prevent these applications from launching at
startup, go to Start > Run and type msconfig. On the
Startup tab of the System Configuration Utility, uncheck
applications that you do not want to launch automatically.

CAUTION: Do not prevent applications from

launching at startup that are required for proper
system operation.

2. Add more memory.

Some software applications, especially games, are stressful
on the graphics subsystem

Cause unknown. Restart the computer.

Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two
second pause, and the computer beeps two times. (Beeps stop after fifth iteration but LEDs continue flashing).

Cause

Processor thermal protection activated:

A fan may be blocked or not turning.

OR

The heatsink is not properly attached to the processor.

1. Lower the display resolution for the current application or

consult the documentation that came with the application
for suggestions on how to improve performance by
adjusting parameters in the application.

2. Add more memory.

3. Upgrade the graphics solution.

Solution

1. Ensure that the computer air vents are not blocked and

the processor cooling fan is running.

2. Open hood, press power button, and see if the processor

fan spins. If the processor fan is not spinning, make sure
the fan's cable is plugged onto the system board header.

3. If fan is plugged in, but is not spinning, then replace the

heatsink/fan assembly.

4. Contact an authorized reseller or service provider.

System does not power on and the LEDs on the front of the computer are not flashing.

Cause

System unable to power on. Press and hold the power button for less than 4 seconds. If the

Solution

hard drive LED turns green, then:

1. Remove the expansion cards one at a time until the

5V_aux light on the system board turns on.

2. Replace the system board.

OR

12 Chapter 2 Troubleshooting Without Diagnostics ENWW

Table 2-1 Solving General Problems (continued)

System does not power on and the LEDs on the front of the computer are not flashing.

Cause Solution

Press and hold the power button for less than 4 seconds. If the
hard drive LED does not turn on green then:

1. Check that the unit is plugged into a working AC outlet.

2. Open hood and check that the power button harness is

properly connected to the system board.

3. Check that both power supply cables are properly

connected to the system board.

4. Check to see if the 5V_aux light on the system board is

turned on. If it is turned on, then replace the power button
harness.

5. If the 5V_aux light on the system board is off, then replace

the power supply.

6. Replace the system board.

ENWW Solving General Problems 13

Solving Power Problems

Common causes and solutions for power problems are listed in the following table.

Table 2-2 Solving Power Problems

Power supply shuts down intermittently.

Cause

Power supply will not turn on because of internal power supply
fault.

Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two
second pause, and the computer beeps two times. (Beeps stop after fifth iteration but LEDs continue flashing.)

Cause Solution

Processor thermal protection activated:

A fan may be blocked or not turning.

OR

The heatsink is not properly attached to the processor.

Power LED flashes Red four times, once every second, followed by a two second pause, and the computer beeps four
times. (Beeps stop after fifth iteration but LEDs continue flashing.)

Solution

Contact an authorized service provider to replace the power
supply.

1. Ensure that the computer air vents are not blocked and

the processor cooling fan is running.

2. Open hood, press power button, and see if the processor

fan spins. If the processor fan is not spinning, make sure
the fan's cable is plugged onto the system board header.

3. If fan is plugged in, but is not spinning, then replace the

heatsink/fan assembly.

4. Contact an authorized reseller or service provider.

Cause

Power failure (power supply is overloaded). 1. Open the hood and ensure the 4- or 6-wire power supply

Solution

cable is seated into the connector on the system board.

2. Check if a device is causing the problem by removing ALL

attached devices (such as hard drives, optical drives, and
expansion cards). Power on the system. If the system
enters the POST, then power off and replace one device
at a time and repeat this procedure until failure occurs.
Replace the device that is causing the failure. Continue
adding devices one at a time to ensure all devices are
functioning properly.

3. Replace the power supply.

4. Replace the system board.

14 Chapter 2 Troubleshooting Without Diagnostics ENWW

Solving Hard Drive Problems

Table 2-3 Solving Hard Drive Problems

Hard drive error occurs.

Cause

Hard disk has bad sectors or has failed. 1. In Windows XP, right-click Start, click Explore, and

Disk transaction problem.

Cause

Either the directory structure is bad or there is a problem with
a file.

Drive not found (identified).

Cause Solution

Cable could be loose. Check cable connections.

The system may not have automatically recognized a newly
installed device.

Solution

select a drive. Select File > Properties > Tools. Under
Error-checking, click Check Now.

2. Use a utility to locate and block usage of bad sectors. If

necessary, reformat the hard disk.

Solution

In Windows XP, right-click Start, click Explore, and select a
drive. Select File > Properties > Tools. Under Error-
checking, click Check Now.

See reconfiguration directions in the Solving Hardware

Installation Problems on page 29 section. If the system still

does not recognize the new device, check to see if the device
is listed within Computer Setup. If it is listed, the probable
cause is a driver problem. If it is not listed, the probable cause
is a hardware problem.

If this is a newly installed drive, run the Computer Setup utility
and try adding a POST delay under Advanced > Power-On
Options.

The device is attached to a SATA port that has been disabled
in Computer Setup.

Drive responds slowly immediately after power-up. Run Computer Setup and increase the POST Delay in

Nonsystem disk/NTLDR missing message.

Cause

The system is trying to start from the hard drive but the hard
drive may have been damaged.

Run the Computer Setup utility and ensure the device's SATA
port is enabled in Storage > Storage Options.

Advanced > Power-On Options.

Solution

1. Insert a bootable CD or USB device and restart the

computer.

2. Check the hard drive format using fdisk: If NTFS

formatting, use a third party reader to evaluate the drive.
If FAT32 formatting, the hard drive cannot be accessed.

ENWW Solving Hard Drive Problems 15

Table 2-3 Solving Hard Drive Problems (continued)

Nonsystem disk/NTLDR missing message.

Cause Solution

System files missing or not properly installed. 1. Insert a bootable CD or USB device and restart the

computer.

2. Check the hard drive format using Fdisk: If NTFS

formatting, use a third party reader to evaluate the drive.
If FAT32 formatting, the hard drive cannot be accessed.

3. Install system files for the appropriate operating system.

4. Restore the system to a recovery point in HP Backup and

Recovery Manager. Refer to the HP Backup and
Recovery Manager User Guide in the Windows Start

menu for more information.

Hard drive boot has been disabled in Computer Setup. Run the Computer Setup utility and enable the hard drive entry

in the Storage > Boot Order list.

Bootable hard drive is not attached as first in a multi-hard drive
configuration.

Bootable hard drive's controller is not listed first in the Boot
Order.

Computer will not boot from hard drive.

Cause

The device is attached to a SATA port that has been disabled
in Computer Setup.

Legacy operating system does not support boot devices
attached to SATA 4 or SATA 5 ports.

Boot order is not correct. Run the Computer Setup utility and change boot sequence

Hard Drive's "Emulation Type" is set to "None." Run the Computer Setup utility and change the "Emulation

The device is attached to a SATA port that has been disabled
in Computer Setup.

Hard drive is damaged. Observe if the front panel Power LED is blinking RED and if

If attempting to boot from a hard drive, ensure it is attached to
the system board connector labeled P60 SATA 0.

Run the Computer Setup utility and select Storage > Boot
Order and ensure the bootable hard drive's controller is listed
immediately under the Hard Drive entry.

Solution

Run the Computer Setup utility and ensure the device's SATA
port is enabled in Storage > Storage Options.

Connect boot devices to SATA 0 or SATA 1 ports.

in Storage > Boot Order.

Type" to "Hard Disk" in the device's details under Storage >
Device Configuration.

Run the Computer Setup utility and ensure the device's SATA
port is enabled in Storage > Storage Options.

any beeps are heard. See Appendix A,

Messages on page 47 to determine possible causes for the

blinking red and beep codes.

POST Error

See the Worldwide Limited Warranty for terms and conditions.

Computer seems to be locked up.

Cause

Program in use has stopped responding to commands. Attempt the normal Windows “Shut Down” procedure. If this

Solution

fails, press the power button for four or more seconds to turn

16 Chapter 2 Troubleshooting Without Diagnostics ENWW

Table 2-3 Solving Hard Drive Problems (continued)

Computer seems to be locked up.

Cause Solution

off the power. To restart the computer, press the power button
again.

ENWW Solving Hard Drive Problems 17

Solving Media Card Reader Problems

Table 2-4 Solving Media Card Reader Problems

Media card will not work in a digital camera after formatting it in Windows XP.

Cause

By default, Windows XP will format any media card with a
capacity greater than 32MB with the FAT32 format. Most digital
cameras use the FAT (FAT16 & FAT12) format and can not
operate with a FAT32 formatted card.

A write-protected or locked error occurs when attempting to write to the media card.

Cause

Media card is locked. Locking the media card is a safety feature
that prevents writing to and deleting from an SD/Memory Stick/
PRO card.

Can not write to the media card.

Cause

The media card is a read-only memory (ROM) card. Check the manufacturer’s documentation included with your

Solution

Either format the media card in the digital camera or select FAT
file system to format the media card in a computer with
Windows XP.

Solution

If using an SD card, make sure that the lock tab located on the
right of the SD card is not in the locked position. If using a
Memory Stick/PRO card, make sure that the lock tab located
on the bottom of the Memory Stick/PRO card is not in the
locked position.

Solution

card to see if it is writable.

Unable to access data on the media card after inserting it into a slot.

Cause

The media card is not inserted properly, is inserted in the wrong
slot, or is not supported.

Do not know how to remove a media card correctly.

Cause

The computer’s software is used to safely eject the card. Open My Computer, right-click on the corresponding drive

Solution

Ensure that the card is inserted properly with the gold contact
on the correct side. The green LED will light if inserted properly.

Solution

icon, and select Eject. Then pull the card out of the slot.

NOTE: Never remove the card when the green LED

is flashing.

18 Chapter 2 Troubleshooting Without Diagnostics ENWW

Table 2-4 Solving Media Card Reader Problems (continued)

After installing the media card reader and booting to Windows, the reader and the inserted cards are not recognized
by the computer.

Cause

The operating system needs time to recognize the device if the
reader was just installed into the computer and you are turning
the PC on for the first time.

After inserting a media card in the reader, the computer attempts to boot from the media card.

Cause

The inserted media card has boot capability. If you do not want to boot from the media card, remove it during

Computer will not boot from a USB removable drive or media that is inserted in the USB port on the media card reader.

Cause

The media card reader is connected to the computer via the
PCI card, which is not supported on the HP Desktop BIOS.

Solution

Wait a few seconds so that the operating system can recognize
the reader and the available ports, and then recognize
whatever media is inserted in the reader.

Solution

boot or do not select the option to boot from the inserted media
card during the boot process.

Solution

The bootable USB device will have boot support if you connect
the media card reader to an available USB connector on the
computer’s system board. If no connector is available, plug the
bootable device into a different USB port on the computer.

After installing the media card reader, the front USB ports on the computer do not work.

Cause Solution

The USB cable for the front USB ports was disconnected so
that the system board connector could be used for the reader.

Reconnect the cable for the front USB ports. Install the PCI
card and connect the media reader to the USB connector on
the PCI card.

ENWW Solving Media Card Reader Problems 19

Solving Display Problems

If you encounter display problems, see the documentation that came with the monitor and to the common
causes and solutions listed in the following table.

Table 2-5 Solving Display Problems

Blank screen (no video).

Cause Solution

Monitor is not turned on and the monitor light is not on. Turn on the monitor and check that the monitor light is on.

Bad monitor. Try a different monitor.

The cable connections are not correct. Check the cable connection from the monitor to the computer

and to the electrical outlet.

You may have a screen blanking utility installed or energy
saver features are enabled.

System ROM is corrupted; system is running in Boot Block
Emergency Recovery Mode (indicated by eight beeps).

You are using a fixed-sync monitor and it will not sync at the
resolution chosen.

Computer is in standby mode. Press the power button to resume from standby mode.

Monitor cable is plugged into the wrong connector. Ensure that the monitor is plugged into an active connector on

Monitor settings in the computer are not compatible with the
monitor.

Press any key or click the mouse button and, if set, type your
password.

Reflash the system ROM with the latest BIOS image. See the
“Boot Block Emergency Recovery Mode” section of the

Desktop Management Guide on the Documentation and
Diagnostics CD for more information.

Be sure that the monitor can accept the same horizontal scan
rate as the resolution chosen.

CAUTION: When attempting to resume from

standby mode, do not hold down the power button for

more than four seconds. Otherwise, the computer will
shut down and you will lose any unsaved data.

the rear of the computer. If another connector is available,
connect the monitor to that connector and reboot the system.

1. Restart the computer and press F8 during startup when

you see “Press F8” in the bottom right corner of the
screen.

2. Using the keyboard arrow keys, select Enable VGA

Mode and press Enter.

3. In Windows Control Panel, double-click the Display icon

and select the Settings tab.

4. Use the sliding control to reset the resolution.

Cannot enable integrated graphics after installing a PCI Express graphics card.

Cause

The SDVO connector on the system board has the physical
appearance of a PCI Express x16 connector; however, the
platform does NOT support the use of conventional PCI
Express cards or reversed-layout ADD2 cards.

Solution

The platform only supports the use of normal (or non-reversed)
layout ADD2 (Advanced Digital Display 2) adapter cards
inserted into the SDVO (Serial Digital Video Output) connector
on the platform's system board. ADD2 cards are used to give
multi-monitor capabilities to the integrated graphics controller.

20 Chapter 2 Troubleshooting Without Diagnostics ENWW

Table 2-5 Solving Display Problems (continued)

Blank screen and the power LED flashes Red five times, once every second, followed by a two second pause, and the
computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.)

Cause

Pre-video memory error. 1. Reseat DIMMs. Power on the system.

Blank screen and the power LED flashes Red six times, once every second, followed by a two second pause, and the
computer beeps six times. (Beeps stop after fifth iteration but LEDs continue flashing.)

Cause

Pre-video graphics error. For systems with a graphics card:

Solution

2. Replace DIMMs one at a time to isolate the faulty module.

3. Replace third-party memory with HP memory.

4. Replace the system board.

Solution

1. Reseat the graphics card. Power on the system.

2. Replace the graphics card.

3. Replace the system board.

For systems with integrated graphics, replace the system
board.

Blank screen and the power LED flashes Red seven times, once every second, followed by a two second pause, and
the computer beeps seven times. (Beeps stop after fifth iteration but LEDs continue flashing.)

Cause

System board failure (ROM detected failure prior to video). Replace the system board.

Monitor does not function properly when used with energy saver features.

Cause

Monitor without energy saver capabilities is being used with
energy saver features enabled.

Dim characters.

Cause

The brightness and contrast controls are not set properly. Adjust the monitor brightness and contrast controls.

Cables are not properly connected. Check that the graphics cable is securely connected to the

Solution

Solution

Disable monitor energy saver feature.

Solution

graphics card and the monitor.

ENWW Solving Display Problems 21

Table 2-5 Solving Display Problems (continued)

Blurry video or requested resolution cannot be set.

Cause Solution

If the graphics controller was upgraded, the correct graphics
drivers may not be loaded.

Monitor is not capable of displaying requested resolution. Change requested resolution.

Graphics card is bad. Replace the graphics card.

The picture is broken up, rolls, jitters, or flashes.

Cause

The monitor connections may be incomplete or the monitor
may be incorrectly adjusted.

Monitor needs to be degaussed. Degauss the monitor. Refer to the documentation that came

Image is not centered.

Install the video drivers included in the upgrade kit.

Solution

1. Be sure the monitor cable is securely connected to the

computer.

2. In a two-monitor system or if another monitor is in close

proximity, be sure the monitors are not interfering with
each other’s electromagnetic field by moving them apart.

3. Fluorescent lights or fans may be too close to the monitor.

with the monitor for instructions.

Cause

Position may need adjustment. Press the Menu button to access the OSD menu. Select

“No Connection, Check Signal Cable” displays on screen.

Cause Solution

Monitor video cable is disconnected. Connect the video cable between the monitor and computer.

“Out of Range” displays on screen.

Cause

Video resolution and refresh rate are set higher than what the
monitor supports.

Solution

ImageControl/ Horizontal Position or Vertical Position to

adjust the horizontal or vertical position of the image.

CAUTION: Ensure that the computer power is off

while connecting the video cable.

Solution

Restart the computer and enter Safe Mode. Change the
settings to a supported setting then restart the computer so that
the new settings take effect.

22 Chapter 2 Troubleshooting Without Diagnostics ENWW

Table 2-5 Solving Display Problems (continued)

Vibrating or rattling noise coming from inside a CRT monitor when powered on.

Cause Solution

Monitor degaussing coil has been activated. None. It is normal for the degaussing coil to be activated when

the monitor is powered on.

Clicking noise coming from inside a CRT monitor.

Cause

Electronic relays have been activated inside the monitor. None. It is normal for some monitors to make a clicking noise

High pitched noise coming from inside a flat panel monitor.

Cause

Brightness and/or contrast settings are too high. Lower brightness and/or contrast settings.

Fuzzy focus; streaking, ghosting, or shadowing effects; horizontal scrolling lines; faint vertical bars; or unable to
center the picture on the screen (flat panel monitors using an analog VGA input connection only).

Cause

Flat panel monitor’s internal digital conversion circuits may be
unable to correctly interpret the output synchronization of the
graphics card.

Solution

when turned on and off, when going in and out of standby
mode, and when changing resolutions.

Solution

Solution

1. Select the monitor’s Auto-Adjustment option in the

monitor’s on-screen display menu.

2. Manually synchronize the Clock and Clock Phase on-

screen display functions. To download a SoftPaq that will
assist you with the synchronization, go to the following
Web site, select the appropriate monitor, and download
either SP32347 or SP32202:

http://www.hp.com/support

Graphics card is not seated properly or is bad. 1. Reseat the graphics card.

2. Replace the graphics card.

Certain typed symbols do not appear correct.

Cause

The font you are using does not support that particular symbol. Use the Character Map to locate and select the appropriate

Solution

symbol. Click Start > All Programs > Accessories > System
Tools > Character Map. You can copy the symbol from the

Character Map into a document.

ENWW Solving Display Problems 23

Solving Audio Problems

If the computer has audio features and you encounter audio problems, see the common causes and
solutions listed in the following table.

Table 2-6 Solving Audio Problems

Sound cuts in and out.

Cause Solution

Processor resources are being used by other open
applications.

Direct sound latency, common in many media player
applications.

Sound does not come out of the speaker.

Cause

Software volume control is turned down. Double-click the Speaker icon on the taskbar, then make sure

Shut down all open processor-intensive applications.

In Windows XP:

1. From the Control Panel, select Sounds and Audio

Devices.

2. On the Audio tab, select a device from the Sound

Playback list.

3. Click the Advanced button and select the Performance

tab.

4. Set the Hardware acceleration slider to None and the

Sample rate conversion quality slider to Good and

retest the audio.

5. Set the Hardware acceleration slider to Full and the

Sample rate conversion quality slider to Best and

retest the audio.

Solution

that Mute is not selected and use the volume slider to adjust
the volume.

Audio is hidden in Computer Setup. Enable the audio in Computer Setup: Security >

The external speakers are not turned on. Turn on the external speakers.

The audio device may be connected to the wrong jack on the
rear of the computer.

External speakers plugged into the wrong audio jack on a
recently installed sound card.

Digital CD audio is not enabled. Enable digital CD audio:

Device Security > Audio.

Ensure that the device is connected to the correct jack on the
rear of the computer.

See the sound card documentation for proper speaker
connection.

1. From the Control Panel, select System.

2. On the Hardware tab, click the Device Manager button.

3. Right-click on the CD/DVD device and select

Properties.

4. On the Properties tab, make sure Enable digital CD

audio for this CD-ROM device is checked.

24 Chapter 2 Troubleshooting Without Diagnostics ENWW

Table 2-6 Solving Audio Problems (continued)

Sound does not come out of the speaker.

Cause Solution

Devices connected to the line-out connector mute the internal
speaker.

Volume is muted. 1. From the Control Panel program, click Sound, Speech

Computer is in standby mode. Press the power button to resume from standby mode.

Computer appears to be locked up while recording audio.

Cause

The hard disk may be full. Before recording, make sure there is enough free space on the

Turn on and use external speakers, if connected, or disconnect
external speakers.

and Audio Devices, then click Sounds and Audio
Devices.

2. Click the Mute check box to remove the check mark from

the box.

CAUTION: When attempting to resume from

standby mode, do not hold down the power button for

more than four seconds. Otherwise, the computer will
shut down and you will lose any unsaved data.

Solution

hard disk. You can also try recording the audio file in a
compressed format.

ENWW Solving Audio Problems 25

Solving Printer Problems

If you encounter printer problems, see the documentation that came with the printer and to the common
causes and solutions listed in the following table.

Table 2-7 Solving Printer Problems

Printer will not print.

Cause Solution

Printer is not turned on and online. Turn the printer on and make sure it is online.

The correct printer drivers for the application are not installed. 1. Install the correct printer driver for the application.

2. Try printing using the MS-DOS command:

DIR C:\ > LPT1

If the printer works, reload the printer driver.

If you are on a network, you may not have made the connection
to the printer.

Printer may have failed. Run printer self-test.

Printer will not turn on.

Cause Solution

The cables may not be connected properly. Reconnect all cables and check the power cord and electrical

Printer prints garbled information.

Cause Solution

The correct printer driver for the application is not installed. Install the correct printer driver for the application.

The cables may not be connected properly. Reconnect all cables.

Printer memory may be overloaded. Reset the printer by turning it off for one minute, then turn it

Make the proper network connections to the printer.

outlet.

back on.

Printer is offline.

Cause

The printer may be out of paper. Check the paper tray and refill it if it is empty. Select online.

Solution

26 Chapter 2 Troubleshooting Without Diagnostics ENWW

Solving Keyboard and Mouse Problems

If you encounter keyboard or mouse problems, see the documentation that came with the equipment
and to the common causes and solutions listed in the following table.

Table 2-8 Solving Keyboard Problems

Keyboard commands and typing are not recognized by the computer.

Cause Solution

Keyboard connector is not properly connected. 1. On the Windows Desktop, click Start.

2. Click Shut Down. The Shut Down Windows dialog box

is displayed.

3. Select Shut down.

4. After the shutdown is complete, reconnect the keyboard

to the back of the computer and restart the computer.

Program in use has stopped responding to commands. Shut down your computer using the mouse and then restart

Keyboard needs repairs. See the Worldwide Limited Warranty for terms and conditions.

Wireless device error. 1. Check the software, if available, for device status.

Computer is in standby mode. Press the power button to resume from standby mode.

Cursor will not move using the arrow keys on the keypad.

Cause

The Num Lock key may be on. Press the Num Lock key. The Num Lock light should not be on

the computer.

2. Check/replace device batteries.

3. Reset receiver and keyboard.

CAUTION: When attempting to resume from

standby mode, do not hold down the power button for

more than four seconds. Otherwise, the computer will
shut down and you will lose any unsaved data.

Solution

if you want to use the arrow keys. The Num Lock key can be
disabled (or enabled) in Computer Setup.

Table 2-9 Solving Mouse Problems

Mouse does not respond to movement or is too slow.

Cause

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

Solution

Shut down the computer using the keyboard.

1. Press the Ctrl and Esc keys at the same time (or press

the Windows logo key) to display the Start menu.

2. Use the up or down arrow key to select Shut Down and

then press the Enter key.

ENWW Solving Keyboard and Mouse Problems 27

Table 2-9 Solving Mouse Problems (continued)

Mouse does not respond to movement or is too slow.

Cause Solution

3. Use the up or down arrow key to select the Shut Down

4. After the shutdown is complete, plug the mouse

option and then press the Enter key.

connector into the back of the computer (or the keyboard)
and restart.

Program in use has stopped responding to commands. Shut down the computer using the keyboard then restart the

Mouse may need cleaning. Remove the roller ball cover on the mouse and clean the

Mouse may need repair. See the Worldwide Limited Warranty for terms and conditions.

Wireless device error. 1. Check the software, if available, for device status.

Computer is in standby mode. Press the power button to resume from standby mode.

Mouse will only move vertically, horizontally, or movement is jerky.

Cause Solution

Mouse roller ball or the rotating encoder shafts that make
contact with the ball are dirty.

computer.

internal components.

2. Check/replace device batteries.

3. Reset receiver and mouse.

CAUTION: When attempting to resume from

standby mode, do not hold down the power button for

more than four seconds. Otherwise, the computer will
shut down and you will lose any unsaved data.

Remove roller ball cover from the bottom of the mouse and
clean the internal components with a mouse cleaning kit
available from most computer stores.

28 Chapter 2 Troubleshooting Without Diagnostics ENWW

Solving Hardware Installation Problems

You may need to reconfigure the computer when you add or remove hardware, such as an additional
drive or expansion card. If you install a plug and play device, Windows automatically recognizes the
device and configures the computer. If you install a non–plug and play device, you must reconfigure the
computer after completing installation of the new hardware. In Windows, use the Add Hardware

Wizard and follow the instructions that appear on the screen.

WARNING! When the computer is plugged into an AC power source, voltage is always applied

to the system board. To reduce the risk of personal injury from electrical shock and/or hot
surfaces, be sure to disconnect the power cord from the wall outlet and allow the internal system
components to cool before touching.

Look for the LED on the system board. If the LED is illuminated, the system still has power. Power
off the computer and remove the power cord before proceeding.

Table 2-10 Solving Hardware Installation Problems

A new device is not recognized as part of the system.

Cause

Device is not seated or connected properly. Ensure that the device is properly and securely connected and

Cable(s) of new external device are loose or power cables are
unplugged.

Power switch of new external device is not turned on. Turn off the computer, turn on the external device, then turn on

When the system advised you of changes to the configuration,
you did not accept them.

A plug and play board may not automatically configure when
added if the default configuration conflicts with other devices.

USB ports on the computer are disabled in Computer Setup. Enter Computer Setup (F10) and enable the USB ports.

Computer will not start.

Cause

Wrong memory modules were used in the upgrade or memory
modules were installed in the wrong location.

Solution

that pins in the connector are not bent down.

Ensure that all cables are properly and securely connected and
that pins in the cable or connector are not bent down.

the computer to integrate the device with the computer system.

Reboot the computer and follow the instructions for accepting
the changes.

Use Device Manager to deselect the automatic settings for the
board and choose a basic configuration that does not cause a
resource conflict. You can also use Computer Setup to
reconfigure or disable devices to resolve the resource conflict.

Solution

1. Review the documentation that came with the system to

determine if you are using the correct memory modules
and to verify the proper installation.

2. Observe the beeps and LED lights on the front of the

computer. Beeps and flashing LEDs are codes for
specific problems.

3. If you still cannot resolve the issue, contact Customer

Support.

ENWW Solving Hardware Installation Problems 29

Table 2-10 Solving Hardware Installation Problems (continued)

Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five
times. (Beeps stop after fifth iteration but LEDs continue flashing.)

Cause

Memory is installed incorrectly or is bad.

Power LED flashes Red six times, once every second, followed by a two second pause, and the computer beeps six
times. (Beeps stop after fifth iteration but LEDs continue flashing.)

Cause

Graphics card is not seated properly or is bad, or system board
is bad.

Solution

CAUTION: To avoid damage to the DIMMs or the

system board, you must unplug the computer power
cord before attempting to reseat, install, or remove a
DIMM module.

1. Reseat DIMMs. Power on the system.

2. Replace DIMMs one at a time to isolate the faulty module.

3. Replace third-party memory with HP memory.

4. Replace the system board.

Solution

For systems with a graphics card:

1. Reseat the graphics card. Power on the system.

2. Replace the graphics card.

3. Replace the system board.

For systems with integrated graphics, replace the system
board.

Power LED flashes Red ten times, once every second, followed by a two second pause, and the computer beeps ten
times. (Beeps stop after fifth iteration but LEDs continue flashing.)

Cause

Bad option card. 1. Check each option card by removing the cards one at time

Solution

(if multiple cards), then power on the system to see if fault
goes away.

2. Once bad card is identified, remove and replace bad

option card.

3. Replace the system board.

30 Chapter 2 Troubleshooting Without Diagnostics ENWW

Solving Network Problems

Some common causes and solutions for network problems are listed in the following table. These
guidelines do not discuss the process of debugging the network cabling.

Table 2-11 Solving Network Problems

Wake-on-LAN feature is not functioning.

Cause Solution

Wake-on-LAN is not enabled.

NOTE: Some NICs come with their own

configuration applets that allow for more detailed
control and configuration of wake features. Refer to
the documentation included with the NIC for more
information.

Network driver does not detect network controller.

Cause

Network controller is disabled. 1. Run Computer Setup and enable network controller.

Incorrect network driver. Check the network controller documentation for the correct

Enable Wake-on-LAN.

1. Select Start > Control Panel.

2. Double-click Network Connections.

3. Double-click Local Area Connection.

4. Click Properties.

5. Click Configure.

6. Click the Power Management tab, then select the check

box to Allow this device to bring the computer out of
standby.

Solution

2. Enable the network controller in the operating system via

Device Manager.

driver or obtain the latest driver from the manufacturer’s Web
site.

Network status link light never flashes.

NOTE: The network status light is supposed to flash when there is network activity.

Cause Solution

No active network is detected. Check cabling and network equipment for proper connection.

Network controller is not set up properly. Check for the device status within Windows, such as Device

Network controller is disabled. 1. Run Computer Setup and enable network controller.

Manager for driver load and the Network Connections applet
within Windows for link status.

2. Enable the network controller in the operating system via

Device Manager.

ENWW Solving Network Problems 31

Table 2-11 Solving Network Problems (continued)

Network status link light never flashes.

NOTE: The network status light is supposed to flash when there is network activity.

Cause Solution

Network driver is not properly loaded. Reinstall network drivers. See the Network & Internet

Communications Guide on the Documentation and
Diagnostics CD.

System cannot autosense the network. Disable auto-sensing capabilities and force the system into the

Diagnostics reports a failure.

Cause Solution

The cable is not securely connected. Ensure that the cable is securely attached to the network

The cable is attached to the incorrect connector. Ensure that the cable is attached to the correct connector.

There is a problem with the cable or a device at the other end
of the cable.

Network controller interrupt is shared with an expansion board. Under the Computer Setup Advanced menu, change the

The network controller is defective. Contact an authorized service provider.

Diagnostics passes, but the computer does not communicate with the network.

correct operating mode. See the Network & Internet
Communications Guide on the Documentation and
Diagnostics CD.

connector and that the other end of the cable is securely
attached to the correct device.

Ensure that the cable and device at the other end are operating
correctly.

resource settings for the board.

Cause

Network drivers are not loaded, or driver parameters do not
match current configuration.

The network controller is not configured for this computer. Select the Network icon in the Control Panel and configure

Network controller stopped working when an expansion board was added to the computer.

Cause

Network controller interrupt is shared with an expansion board. Under the Computer Setup Advanced menu, change the

The network controller requires drivers. Verify that the drivers were not accidentally deleted when the

The expansion board installed is a network card (NIC) and
conflicts with the embedded NIC.

Solution

Make sure the network drivers are loaded and that the driver
parameters match the configuration of the network controller.

Make sure the correct network client and protocol is installed.

the network controller.

Solution

resource settings for the board.

drivers for a new expansion board were installed.

Under the Computer Setup Advanced menu, change the
resource settings for the board.

32 Chapter 2 Troubleshooting Without Diagnostics ENWW

Table 2-11 Solving Network Problems (continued)

Network controller stops working without apparent cause.

Cause Solution

The files containing the network drivers are corrupted. Download the network drivers from http://www.hp.com and

reinstall them.

The cable is not securely connected. Ensure that the cable is securely attached to the network

The network controller is defective. Contact an authorized service provider.

New network card will not boot.

Cause

New network card may be defective or may not meet industry­standard specifications.

Cannot connect to network server when attempting Remote System Installation.

Cause

The network controller is not configured properly. Verify Network Connectivity, that a DHCP Server is present,

System setup utility reports unprogrammed EEPROM.

connector and that the other end of the cable is securely
attached to the correct device.

Solution

Install a working, industry-standard NIC, or change the boot
sequence to boot from another source.

Solution

and that the Remote System Installation Server contains the
NIC drivers for your NIC.

Cause

Unprogrammed EEPROM. Contact an authorized service provider.

Solution

ENWW Solving Network Problems 33

Solving Memory Problems

If you encounter memory problems, some common causes and solutions are listed in the following table.

CAUTION: Power may still be supplied to the DIMMs when the computer is turned off. To avoid

damage to the DIMMs or the system board, you must unplug the computer power cord before
attempting to reseat, install, or remove a DIMM module.

For those systems that support ECC memory, HP does not support mixing ECC and non-ECC
memory. Otherwise, the computer will not boot the operating system.

Table 2-12 Solving Memory Problems

System will not boot or does not function properly after installing additional memory modules.

Cause

Memory module is not the correct type or speed grade for the
system or the new memory module is not seated properly.

Out of memory error.

Cause

Memory configuration may not be set up correctly. Use the Device Manager to check memory configuration.

You have run out of memory to run the application. Check the application documentation to determine the memory

Memory count during POST is wrong.

Cause Solution

The memory modules may not be installed correctly. Check that the memory modules have been installed correctly

Integrated graphics may use system memory. No action required.

Solution

Replace module with the correct industry-standard device for
the computer. On some models, ECC and non-ECC memory
modules cannot be mixed.

Solution

requirements.

and that proper modules are used.

Insufficient memory error during operation.

Cause

Too many Terminate and Stay Resident programs (TSRs) are
installed.

You have run out of memory for the application. Check the memory requirements for the application or add

Solution

Delete any TSRs that you do not need.

more memory to the computer.

34 Chapter 2 Troubleshooting Without Diagnostics ENWW

Table 2-12 Solving Memory Problems (continued)

Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five
times. (Beeps stop after fifth iteration but LEDs continue flashing.)

Cause

Memory is installed incorrectly or is bad. 1. Reseat DIMMs. Power on the system.

Solution

2. Replace DIMMs one at a time to isolate the faulty module.

3. Replace third-party memory with HP memory.

4. Replace the system board.

ENWW Solving Memory Problems 35

Solving Processor Problems

If you encounter processor problems, common causes and solutions are listed in the following table.

Table 2-13 Solving Processor Problems

Poor performance is experienced.

Cause

Processor is hot. 1. Make sure the airflow to the computer is not blocked.

Power LED flashes Red three times, once every second, followed by a two second pause.

Cause

Processor is not seated properly or not installed. 1. Check to see that the processor is present.

Solution

2. Make sure the fans are connected and working properly

(some fans only operate when needed).

3. Make sure the processor heatsink is installed properly.

Solution

2. Reseat the processor.

36 Chapter 2 Troubleshooting Without Diagnostics ENWW

Solving CD-ROM and DVD Problems

If you encounter CD-ROM or DVD problems, see the common causes and solutions listed in the
following table or to the documentation that came with the optional device.

Table 2-14 Solving CD-ROM and DVD Problems

System will not boot from CD-ROM or DVD drive.

Cause Solution

The device is attached to a SATA port that has been disabled
in the Computer Setup utility.

Legacy operating system does not support boot devices
attached to SATA 4 or SATA 5 ports.

Removable Media Boot is disabled in the Computer Setup
utility.

Network Server Mode is enabled in Computer Setup. Run the Computer Setup utility and disable Network Server

Non-bootable CD in drive. Try a bootable CD in the drive.

Boot order not correct. Run the Computer Setup utility and change boot sequence

Drive not found (identified).

Cause Solution

Cable could be loose. Check cable connections.

The system may not have automatically recognized a newly
installed device.

Run the Computer Setup utility and ensure the device's SATA
port is enabled in Storage > Storage Options.

Connect boot devices to SATA 0 or SATA 1 ports.

Run the Computer Setup utility and enable booting to
removable media in Storage > Storage Options. Ensure CD­ROM is enabled in Storage > Boot Order.

Mode in Security > Password Options.

in Storage > Boot Order.

See reconfiguration directions in the Solving Hardware

Installation Problems on page 29 section. If the system still

does not recognize the new device, check to see if the device
is listed within Computer Setup. If it is listed, the probable
cause is a driver problem. If it is not listed, the probable cause
is a hardware problem.

If this is a newly installed drive, run the Computer Setup utility
and try adding a POST delay under Advanced > Power-On
Options.

The device is attached to a SATA port that has been disabled
in Computer Setup.

Drive responds slowly immediately after power-up. Run Computer Setup and increase the POST Delay in

CD-ROM or DVD devices are not detected or driver is not loaded.

Cause

Drive is not connected properly or not properly configured. See the documentation that came with the optional device.

Run the Computer Setup utility and ensure the device's SATA
port is enabled in Storage > Storage Options.

Advanced > Power-On Options.

Solution

ENWW Solving CD-ROM and DVD Problems 37

Table 2-14 Solving CD-ROM and DVD Problems (continued)

Movie will not play in the DVD drive.

Cause Solution

Movie may be regionalized for a different country. See the documentation that came with the DVD drive.

Decoder software is not installed. Install decoder software.

Damaged media. Replace media.

Movie rating locked out by parental lock. Use DVD software to remove parental lock.

Media installed upside down. Reinstall media.

Cannot eject compact disc (tray-load unit).

Cause

Disc not properly seated in the drive. Turn off the computer and insert a thin metal rod into the

CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW drive cannot read a disc or takes too long to start.

Cause

Media has been inserted upside down. Re-insert the Media with the label facing up.

The DVD-ROM drive takes longer to start because it has to
determine the type of media played, such as audio or video.

CD or DVD disc is dirty. Clean CD or DVD with a CD cleaning kit, available from most

Windows does not detect the CD-ROM or DVD-ROM drive. 1. Use Device Manager to remove or uninstall the device.

Solution

emergency eject hole and push firmly. Slowly pull the tray out
from the drive until the tray is fully extended, then remove
the disc.

Solution

Wait at least 30 seconds to let the DVD-ROM drive determine
the type of media being played. If the disc still does not start,
read the other solutions listed for this topic.

computer stores.

2. Restart the computer and let Windows detect the CD or

DVD driver.

Recording or copying CDs is difficult or impossible.

Cause

Wrong or poor quality media type. 1. Try using a slower speed when recording.

Solution

2. Verify that you are using the correct media for the drive.

3. Try a different brand of media. Quality varies widely

between manufacturers.

38 Chapter 2 Troubleshooting Without Diagnostics ENWW

USDT computer boots too slow after removing a CD-ROM or DVD drive.

Cause Solution

The system is searching for the drive during boot because the
drive cable is still attached to the system board.

Disconnect the drive cable from the system board.

ENWW Solving CD-ROM and DVD Problems 39

Solving Drive Key Problems

If you encounter Drive Key problems, common causes and solutions are listed in the following table.

Table 2-15 Solving Drive Key Problems

USB Drive Key is not seen as a drive letter in Windows XP.

Cause

The drive letter after the last physical drive is not available. Change the default drive letter for the Drive Key in Windows

USB Drive Key not found (identified).

Cause

The device is attached to a USB port that has been hidden in
Computer Setup.

The device was not properly seated before power-up. Ensure the device is fully inserted into the USB port before

System will not boot from USB Drive Key.

Cause

Boot order is not correct. Run the Computer Setup utility and change boot sequence

Removable Media Boot is disabled in the Computer Setup
utility.

Solution

XP.

Solution

Run the Computer Setup utility and ensure that "Device
available" is selected for "All USB Ports" and "Front USB Ports"
under Security > Device Security.

applying power to the system.

Solution

in Storage > Boot Order.

Run the Computer Setup utility and enable booting to
removable media in Storage > Storage Options. Ensure USB
is enabled in Storage > Boot Order.

The image on the device is not bootable. Follow the procedures described in the "ROM Flash:

Replicating the Setup: Creating a Bootable Device: Supported
USB Flash Media Device" section of the Service Reference
Guide.

The computer boots to DOS after making a bootable Drive Key.

Cause

Drive Key is bootable. Install the Drive Key only after the operating system boots.

Solution

40 Chapter 2 Troubleshooting Without Diagnostics ENWW

Solving Front Panel Component Problems

If you encounter problems with devices connected to the front panel, refer to the common causes and
solutions listed in the following table.

Table 2-16 Solving Front Panel Component Problems

A USB device is not recognized by the computer.

Cause Solution

Device is not properly connected. 1. Turn off the computer.

2. Reconnect the device to the front of the computer and

restart the computer.

The device does not have power. If the USB device requires AC power, be sure one end is

The correct device driver is not installed. 1. Install the correct driver for the device.

The cable from the device to the computer does not work. 1. If possible, replace the cable.

The device is not working. 1. Replace the device.

USB ports on the computer are disabled in Computer Setup. Enter Computer Setup (F10) and enable the USB ports.

connected to the device and one end is connected to a live
outlet.

2. You might need to reboot the computer.

2. Restart the computer.

2. Restart the computer.

ENWW Solving Front Panel Component Problems 41

Solving Internet Access Problems

If you encounter Internet access problems, consult your Internet Service Provider (ISP) or refer to the
common causes and solutions listed in the following table.

Table 2-17 Solving Internet Access Problems

Unable to connect to the Internet.

Cause Solution

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. Verify the connections are correct

Web browser is not set up properly. Verify that the Web browser is installed and set up to work with

Cable/DSL modem is not plugged in. Plug in cable/DSL modem. You should see a “power” LED light

Cable/DSL service is not available or has been interrupted due
to bad weather.

The CAT5 UTP cable is disconnected. Connect the CAT5 UTP cable between the cable modem and

IP address is not configured properly. Contact your ISP for the correct IP address.

Cookies are corrupted. (A “cookie” is a small piece of
information that a Web server can store temporarily with the
Web browser. This is useful for having the browser remember
some specific information that the Web server can later
retrieve.)

using the quick setup documentation.

your ISP.

on the front of the cable/DSL modem.

Try connecting to the Internet at a later time or contact your
ISP. (If the cable/DSL service is connected, the “cable” LED
light on the front of the cable/DSL modem will be on.)

the computers’s RJ-45 connector. (If the connection is good,
the “PC” LED light on the front of the cable/DSL modem will be
on.)

Windows XP

1. Select Start > Control Panel.

2. Double-click Internet Options.

3. On the General tab, click the Delete Cookies button.

Cannot automatically launch Internet programs.

Cause

You must log on to your ISP before some programs will start. Log on to your ISP and launch the desired program.

Internet takes too long to download Web sites.

Cause

Modem is not set up properly. Verify that the correct modem speed and COM port are

Solution

Solution

selected.

Windows XP

1. Select Start > Control Panel.

2. Double-click System.

3. Click the Hardware tab.

42 Chapter 2 Troubleshooting Without Diagnostics ENWW

Table 2-17 Solving Internet Access Problems (continued)

Internet takes too long to download Web sites.

Cause Solution

4. In the Device Manager area, click the Device Manager

5. Double-click Ports (COM & LPT).

6. Right-click the COM port the modem uses, then click

7. Under Device status, verify that the modem is working

8. Under Device usage, verify the modem is enabled.

9. If there are further problems, click the Troubleshoot

button.

Properties.

properly.

button and follow the on-screen instructions.

ENWW Solving Internet Access Problems 43

Solving Software Problems

Most software problems occur as a result of the following:

The application was not installed or configured correctly.

●

There is insufficient memory available to run the application.

●

There is a conflict between applications.

●

Be sure that all the needed device drivers have been installed.

●

If you have installed an operating system other than the factory-installed operating system, check

●

to be sure it is supported on the system.

NOTE: HP Backup and Recovery Manager can be used to restore the software to a recovery

point or to restore the system to its factory configuration. Refer to

on page 6 for more information.

If you encounter software problems, see the applicable solutions listed in the following table.

Table 2-18 Solving Software Problems

Computer will not continue and no HP logo screen has appeared.

Cause Solution

Restoring the Software

POST error has occurred. Observe the beeps and LED lights on the front of the computer.

Computer will not continue after HP logo screen has appeared.

Cause

System files may be damaged. Restore the files from the Recovery Disc Set or backups you

“Illegal Operation has Occurred” error message is displayed.

Cause

Software being used is not Microsoft-certified for your version
of Windows.

Configuration files are corrupt. If possible, save all data, close all programs, and restart the

See Appendix A,
determine possible causes.

See the Restore Kit or the Worldwide Limited Warranty for
terms and conditions.

Solution

created in HP Backup and Recovery Manager.

Solution

Verify that the software is certified by Microsoft for your version
of Windows (see program packaging for this information).

computer.

POST Error Messages on page 47 to

44 Chapter 2 Troubleshooting Without Diagnostics ENWW

Contacting Customer Support

For help and service, contact an authorized reseller or dealer. To locate a reseller or dealer near you,

http://www.hp.com.

visit

NOTE: If you take the computer to an authorized reseller, dealer, or service provider for service,

remember to provide the setup and power-on passwords if they are set.

Refer to the number listed in the warranty or in the Support Telephone Numbers guide on the
Documentation and Diagnostics CD for technical assistance.

ENWW Contacting Customer Support 45

46 Chapter 2 Troubleshooting Without Diagnostics ENWW

A POST Error Messages

This appendix lists the error codes, error messages, and the various indicator light and audible
sequences that you may encounter during Power-On Self-Test (POST) or computer restart, the probable
source of the problem, and steps you can take to resolve the error condition.

POST Message Disabled suppresses most system messages during POST, such as memory count
and non-error text messages. If a POST error occurs, the screen will display the error message. To
manually switch to the POST Messages Enabled mode during POST, press any key (except F10 or

F12). The default mode is POST Message Disabled.

The speed at which the computer loads the operating system and the extent to which it is tested are
determined by the POST mode selection.

Quick Boot is a fast startup process that does not run all of the system level tests, such as the memory
test. Full Boot runs all of the ROM-based system tests and takes longer to complete.

Full Boot may also be enabled to run every 1 to 30 days on a regularly scheduled basis. To establish
the schedule, reconfigure the computer to the Full Boot Every x Days mode, using Computer Setup.

NOTE: For more information on Computer Setup, see the Computer Setup (F10) Utility

Guide on the Documentation and Diagnostics CD.

ENWW 47

POST Numeric Codes and Text Messages

This section covers those POST errors that have numeric codes associated with them. The section also
includes some text messages that may be encountered during POST.

NOTE: The computer will beep once after a POST text message is displayed on the screen.

Table A-1 Numeric Codes and Text Messages

Control panel message Description Recommended action

101-Option ROM Checksum Error System ROM or expansion board option

ROM checksum.

103-System Board Failure DMA or timers. 1. Clear CMOS. (See Appendix B,

110-Out of Memory Space for Option ROMs Recently added PCI expansion card contains

an option ROM too large to download during
POST.

1. Verify the correct ROM.

2. Flash the ROM if needed.

3. If an expansion board was recently

added, remove it to see if the problem
remains.

4. Clear CMOS. (See Appendix B,

Password Security and Resetting
CMOS on page 57.)

5. If the message disappears, there may

be a problem with the expansion card.

6. Replace the system board.

Password Security and Resetting
CMOS on page 57.)

2. Remove expansion boards.

3. Replace the system board.

1. If a PCI expansion card was recently

added, remove it to see if the problem
remains.

2. In Computer Setup, set Advanced >

Device Options > NIC PXE Option
ROM Download to DISABLE to prevent

PXE option ROM for the internal NIC
from being downloaded during POST to
free more memory for an expansion
card's option ROM. Internal PXE option
ROM is used for booting from the NIC to
a PXE server.

3. Ensure the ACPI/USB Buffers @ Top of

Memory setting in Computer Setup is
enabled.

162-System Options Not Set Configuration incorrect.

RTC (real-time clock) battery may need to
be replaced.

Run Computer Setup and check the
configuration in Advanced > Onboard
Devices.

Reset the date and time under Control
Panel. If the problem persists, replace the
RTC battery. See the Hardware Reference

Guide on the Documentation and Diagnostics
CD for instructions on installing a new battery,

48 Appendix A POST Error Messages ENWW

Table A-1 Numeric Codes and Text Messages (continued)

Control panel message Description Recommended action

or contact an authorized dealer or reseller for
RTC battery replacement.

163-Time & Date Not Set Invalid time or date in configuration memory.

RTC (real-time clock) battery may need to
be replaced.

163-Time & Date Not Set CMOS jumper may not be properly installed. Check for proper placement of the CMOS

164-MemorySize Error Memory amount has changed since the last

boot (memory added or removed).

164-MemorySize Error Memory configuration incorrect. 1. Run Computer Setup or Windows

201-Memory Error RAM failure. 1. Run Computer Setup or Windows

Reset the date and time under Control
Panel (Computer Setup can also be used). If
the problem persists, replace the RTC
battery. See the Hardware Reference Guide
on the Documentation and Diagnostics CD
for instructions on installing a new battery, or
contact an authorized dealer or reseller for
RTC battery replacement.

jumper if applicable.

Press the F1 key to save the memory
changes.

utilities.

2. Make sure the memory module(s) are

installed properly.

3. If third-party memory has been added,

test using HP-only memory.

4. Verify proper memory module type.

utilities.

2. Ensure memory modules are correctly

installed.

213-Incompatible Memory Module in
Memory Socket(s) X, X, ...

214-DIMM Configuration Warning Populated DIMM Configuration is not

219-ECC Memory Module Detected ECC
Modules not supported on this Platform

A memory module in memory socket
identified in the error message is missing
critical SPD information, or is incompatible
with the chipset.

optimized.

Recently added memory module(s) support
ECC memory error correction.

3. Verify proper memory module type.

4. Remove and replace the identified faulty

memory module(s).

5. If the error persists after replacing

memory modules, replace the system
board.

1. Verify proper memory module type.

2. Try another memory socket.

3. Replace DIMM with a module

conforming to the SPD standard.

Rearrange the DIMMs so that each channel
has the same amount of memory.

1. If additional memory was recently

added, remove it to see if the problem
remains.

2. Check product documentation for

memory support information.

ENWW POST Numeric Codes and Text Messages 49

Table A-1 Numeric Codes and Text Messages (continued)

Control panel message Description Recommended action

301-Keyboard Error Keyboard failure. 1. Reconnect keyboard with computer

303-Keyboard Controller Error I/O board keyboard controller. 1. Reconnect keyboard with computer

304-Keyboard or System Unit Error Keyboard failure. 1. Reconnect the keyboard with computer

404-Parallel Port Address Conflict Detected Both external and internal ports are assigned

to parallel port X.

turned off.

2. Check connector for bent or missing

pins.

3. Ensure that none of the keys are

depressed.

4. Replace keyboard.

turned off.

2. Replace the system board.

turned off.

2. Ensure that none of the keys are

depressed.

3. Replace the keyboard.

4. Replace the system board.

1. Remove any parallel port expansion

cards.

2. Clear CMOS. (See Appendix B,

Password Security and Resetting
CMOS on page 57.)

3. Reconfigure card resources and/or run

Computer Setup.

410-Audio Interrupt Conflict IRQ address conflicts with another device. Enter Computer Setup and reset the IRQ in

411-Network Interface Card Interrupt Conflict IRQ address conflicts with another device. Enter Computer Setup and reset the IRQ in

501-Display Adapter Failure Graphics display controller. 1. Reseat the graphics card (if applicable).

510-Flash Screen Image Corrupted Flash Screen image has errors. Reflash the system ROM with the latest BIOS

511-CPU, CPUA, or CPUB Fan not Detected CPU fan is not connected or may have

malfunctioned.

Advanced > Onboard Devices.

Advanced > Onboard Devices.

2. Clear CMOS. (See Appendix B,

Password Security and Resetting
CMOS on page 57.)

3. Verify monitor is attached and turned

on.

4. Replace the graphics card (if possible).

image.

1. Reseat CPU fan.

2. Reseat fan cable.

3. Replace CPU fan.

50 Appendix A POST Error Messages ENWW

Table A-1 Numeric Codes and Text Messages (continued)

Control panel message Description Recommended action

512-Chassis, Rear Chassis, or Front Chassis
Fan not Detected

514-CPU or Chassis Fan not Detected CPU or chassis fan is not connected or may

610-External Storage Device Failure External tape drive not connected. Reinstall tape drive or press F1 and allow

611-Primary Floppy Port Address
Assignment Conflict

660-Display cache is detected unreliable Integrated graphics controller display cache

912-Computer Cover Has Been Removed
Since Last System Startup

917-Front Audio Not Connected Front audio harness has been detached or

918-Front USB Not Connected Front USB harness has been detached or

Chassis, rear chassis, or front chassis fan is
not connected or may have malfunctioned.

have malfunctioned.

Configuration error. Run Computer Setup and check the

is not working properly and will be disabled.

Computer cover was removed since last
system startup.

unseated from motherboard.

unseated from motherboard.

1. Reseat chassis, rear chassis, or front

chassis fan.

2. Reseat fan cable.

3. Replace chassis, rear chassis, or front

chassis fan.

1. Reseat CPU or chassis fan.

2. Reseat fan cable.

3. Replace CPU or chassis fan.

system to reconfigure without the drive.

configuration in Advanced > Onboard
Devices.

Replace system board if minimal graphics
degrading is an issue.

No action required.

Reconnect or replace front audio harness.

Reconnect or replace front USB harness.

922-This system only supports SDVO/ADD2
cards in the x16 slot

1151-Serial Port A Address Conflict Detected Both external and internal serial ports are

1152-Serial Port B Address Conflict Detected Both external and internal serial ports are

The SDVO connector on the system board
has the physical appearance of a PCI
Express x16 connector; however, the
platform does NOT support the use of
conventional PCI Express cards or reversed­layout ADD2 cards.

assigned to COM1.

assigned to COM2.

The platform only supports the use of normal
(or non-reversed) layout ADD2 (Advanced
Digital Display 2) adapter cards inserted into
the SDVO (Serial Digital Video Output)
connector on the platform's system board.
ADD2 cards are used to give multi-monitor
capabilities to the integrated graphics
controller.

1. Remove any serial port expansion

cards.

2. Clear CMOS. (See Appendix B,

Password Security and Resetting
CMOS on page 57.)

3. Reconfigure card resources and/or run

Computer Setup or Windows utilities.

1. Remove any serial port expansion

cards.

2. Clear CMOS. (See Appendix B,

Password Security and Resetting
CMOS on page 57.)

3. Reconfigure card resources and/or run

Computer Setup or Windows utilities.

ENWW POST Numeric Codes and Text Messages 51

Table A-1 Numeric Codes and Text Messages (continued)

Control panel message Description Recommended action

1155-Serial Port Address Conflict Detected Both external and internal serial ports are

1201-System Audio Address Conflict
Detected

1202-MIDI Port Address Conflict Detected Device IRQ address conflicts with another

1203-Game Port Address Conflict Detected Device IRQ address conflicts with another

1720-SMART Hard Drive Detects Imminent
Failure

assigned to same IRQ.

Device IRQ address conflicts with another
device.

device.

device.

Hard drive is about to fail. (Some hard drives
have a hard drive firmware patch that will fix
an erroneous error message.)

1. Remove any serial port expansion

cards.

2. Clear CMOS. (See Appendix B,

Password Security and Resetting
CMOS on page 57.)

3. Reconfigure card resources and/or run

Computer Setup or Windows utilities.

Enter Computer Setup and reset the IRQ in
Advanced > Onboard Devices.

Enter Computer Setup and reset the IRQ in
Advanced > Onboard Devices.

Enter Computer Setup and reset the IRQ in

Advanced > Onboard Devices.

1. Determine if hard drive is giving correct

error message. Enter Computer Setup
and run the Drive Protection System test
under Storage > DPS Self-test.

2. Apply hard drive firmware patch

if applicable. (Available at

http://www.hp.com/support.)

3. Back up contents and replace hard

drive.

1796-SATA Cabling Error One or more SATA devices are improperly

1797-SATA Drivelock is not supported in
RAID mode.

1801-Microcode Patch Error Processor is not supported by ROM BIOS. 1. Upgrade BIOS to proper version.

2216-Powered USB cable not attached Powered USB cable is not properly attached

attached. For optimal performance, the SATA
0 and SATA 1 connectors must be used
before SATA 2.

Drivelock is enabled on one or more SATA
hard drives, and they cannot be accessed
while the system is configured for RAID
mode.

to the USB PlusPower expansion card or to
the system board.

For one device, use SATA 0. For two devices,
use SATA 0 and SATA 1. For three devices,
use SATA 0, SATA 1, and SATA 2.

Either remove the Drivelocked SATA device
or disable the Drivelock feature. To disable
the Drivelock feature, enter Computer Setup,
change Storage > Storage Options > SATA

Emulation to IDE, and select File > Save
Changes and Exit. Reenter Computer Setup

and select Security > Drivelock. For each
listed Drivelock-capable SATA device,
ensure Drivelock is Disabled. Lastly,
change Storage > Storage Options > SATA

Emulation back to RAID and select File >
Save Changes and Exit.

2. Change the processor.

1. Be sure that the USB PlusPower

expansion card is seated correctly in its
slot in the riser card.

2. Be sure that the system board cable

harness is plugged into both system
board connectors (one yellow and one
black) on the system board.

3. Be sure that the system board cable

harness is plugged into the USB
PlusPower expansion card.

52 Appendix A POST Error Messages ENWW

Table A-1 Numeric Codes and Text Messages (continued)

Control panel message Description Recommended action

Invalid Electronic Serial Number Electronic serial number has become

Memory Parity Error Parity RAM failure.

Network Server Mode Active and No
Keyboard Attached

Parity Check 2 Parity RAM failure.

corrupted.

Third-party graphics card may be causing a
problem.

Keyboard failure while Network Server Mode
enabled.

Third-party graphics card may be causing a
problem.

1. Run Computer Setup. If Setup already

has data in the field or will not allow
the serial number to be entered,
download the executable file from

http://www.hp.com.

2. Run Computer Setup and try to enter

serial number under Security, System
ID, then save changes.

Run Computer Setup and Diagnostic utilities.

Remove third-party graphics card to see if the
problem goes away.

1. Reconnect keyboard with computer

turned off.

2. Check connector for bent or missing

pins.

3. Ensure that none of the keys are

depressed.

4. Replace keyboard.

Run Computer Setup and Diagnostic utilities.

Remove third-party graphics card to see if the
problem goes away.

System will not boot without fan CPU fan not installed or disconnected in

VSFF chassis.

1. Remove the computer cover, press the

power button, and see if the processor
fan spins. If the processor fan is not
spinning, make sure the fan's cable is
plugged onto the system board header.
Ensure the heatsink is properly seated
and installed.

2. If the fan is plugged in and the heatsink

is properly seated but the fan does not
spin, then replace the heatsink-fan
assembly.

ENWW POST Numeric Codes and Text Messages 53

Interpreting POST Diagnostic Front Panel LEDs and Audible Codes

This section covers the front panel LED codes as well as the audible codes that may occur before or
during POST that do not necessarily have an error code or text message associated with them.

WARNING! When the computer is plugged into an AC power source, voltage is always applied

to the system board. To reduce the risk of personal injury from electrical shock and/or hot
surfaces, be sure to disconnect the power cord from the wall outlet and allow the internal system
components to cool before touching.

Look for the LED on the system board. If the LED is illuminated, the system still has power. Power
off the computer and remove the power cord before proceeding.

NOTE: If you see flashing LEDs on a PS/2 keyboard, look for flashing LEDs on the front panel

of the computer and refer to the following table to determine the front panel LED codes.

Recommended actions in the following table are listed in the order in which they should be
performed.

Not all diagnostic lights and audible codes are available on all models.

Table A-2 Diagnostic Front Panel LEDs and Audible Codes

Activity Beeps Possible Cause Recommended Action

Green Power LED On. None Computer on. None

Green Power LED flashes
every two seconds.

Red Power LED flashes two
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue
until problem is solved.

Red Power LED flashes three
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue
until problem is solved.

None Computer in Suspend to

RAM mode (some models
only) or normal Suspend
mode.

2 Processor thermal

protection activated:

A fan may be blocked or
not turning.

OR

The heatsink/fan
assembly is not properly
attached to the processor.

3 Processor not installed

(not an indicator of bad
processor).

None required. Press any key or move the mouse
to wake the computer.

1. Ensure that the computer air vents are not

2. Open hood, press power button, and see if

3. If fan is plugged in, but is not spinning, then

4. Contact an authorized reseller or service

1. Check to see that the processor is present.

2. Reseat the processor.

blocked and the processor cooling fan is
running.

the processor fan spins. If the processor fan
is not spinning, make sure the fan's cable is
plugged onto the system board header.

replace heatsink/fan assembly.

provider.

54 Appendix A POST Error Messages ENWW

Table A-2 Diagnostic Front Panel LEDs and Audible Codes (continued)

Activity Beeps Possible Cause Recommended Action

Red Power LED flashes four
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue
until problem is solved.

Red Power LED flashes five
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue
until problem is solved.

4 Power failure (power

supply is overloaded).

5 Pre-video memory error.

1. Open the hood and ensure the 4 or 6-wire

power supply cable is seated into the
connector on the system board.

2. Check if a device is causing the problem by

removing ALL attached devices (such as
hard drives, optical drives, and expansion
cards). Power on the system. If the system
enters the POST, then power off and replace
one device at a time and repeat this
procedure until failure occurs. Replace the
device that is causing the failure. Continue
adding devices one at a time to ensure all
devices are functioning properly.

3. Replace the power supply.

4. Replace the system board.

CAUTION: To avoid damage to the

DIMMs or the system board, you must
unplug the computer power cord before
attempting to reseat, install, or remove a
DIMM module.

1. Reseat DIMMs.

2. Replace DIMMs one at a time to isolate the

faulty module.

Red Power LED flashes six
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue
until problem is solved.

Red Power LED flashes seven
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue
until problem is solved.

Red Power LED flashes eight
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue
until problem is solved.

3. Replace third-party memory with HP

memory.

4. Replace the system board.

6 Pre-video graphics error. For systems with a graphics card:

1. Reseat the graphics card.

2. Replace the graphics card.

3. Replace the system board.

For systems with integrated graphics, replace the
system board.

7 System board failure

(ROM detected failure
prior to video).

8 Invalid ROM based on bad

checksum.

Replace the system board.

1. Reflash the system ROM with the latest BIOS

image. See the “Boot Block Emergency
Recovery Mode” section of the Desktop

Management Guide on the Documentation
and Diagnostics CD for more information.

2. Replace the system board.

Red Power LED flashes nine
times, once every second,
followed by a two second

9 System powers on but is

unable to boot.

1. Replace the system board.

2. Replace the processor.

ENWW Interpreting POST Diagnostic Front Panel LEDs and Audible Codes 55

Table A-2 Diagnostic Front Panel LEDs and Audible Codes (continued)

Activity Beeps Possible Cause Recommended Action

pause. Beeps stop after fifth
iteration but LEDs continue
until problem is solved.

Red Power LED flashes ten
times, once every second,
followed by a two second
pause. Beeps stop after fifth
iteration but LEDs continue
until problem is solved.

System does not power on and
LEDs are not flashing.

10 Bad option card. 1. Check each option card by removing the card

None System unable to power

on.

(one at a time if multiple cards), then power
on the system to see if fault goes away.

2. Once a bad card is identified, remove and

replace the bad option card.

3. Replace the system board.

Press and hold the power button for less than 4
seconds. If the hard drive LED turns green, the
power button is working correctly. Try the
following:

1. Replace the system board.

OR

Press and hold the power button for less than 4
seconds. If the hard drive LED does not turn on
green then:

1. Check that the unit is plugged into a working

AC outlet.

2. Open hood and check that the power button

harness is properly connected to the system
board.

3. Check that both power supply cables are

properly connected to the system board.

4. Check to see if the 5V_aux light on the

system board is turned on. If it is turned on,
then replace the power button harness. If the
problem persists, replace the system board.

5. If the 5V_aux light on the system board is not

turned on, remove the expansion cards one
at a time until the 5V_aux light on the system
board turns on. It the problem persists,
replace the power supply.

56 Appendix A POST Error Messages ENWW

B Password Security and Resetting

CMOS

This computer supports security password features, which can be established through the Computer
Setup Utilities menu.

This computer supports two security password features that are established through the Computer
Setup Utilities menu: setup password and power-on password. When you establish only a setup
password, any user can access all the information on the computer except Computer Setup. When you
establish only a power-on password, the power-on password is required to access Computer Setup and
any other information on the computer. When you establish both passwords, only the setup password
will give you access to Computer Setup.

When both passwords are set, the setup password can also be used in place of the power-on password
as an override to log in to the computer. This is a useful feature for a network administrator.

If you forget the password for the computer, there are two methods for clearing that password so you
can gain access to the information on the computer:

Resetting the password jumper

●

Restoring factory settings as defaults in Computer Setup

●

CAUTION: Pushing the CMOS button will reset CMOS values to factory defaults. It is important

to back up the computer CMOS settings before resetting them in case they are needed later.
Back up is easily done through Computer Setup. See the Computer Setup (F10) Utility Guide on
the Documentation and Diagnostics CD for information on backing up the CMOS settings.

ENWW 57

Resetting the Password Jumper

To disable the power-on or setup password features, or to clear the power-on or setup passwords,
complete the following steps:

1. Shut down the operating system properly, then turn off the computer and any external devices,

and disconnect the power cord from the power outlet.

2. With the power cord disconnected, press the power button again to drain the system of any residual

power.

WARNING! To reduce the risk of personal injury from electrical shock and/or hot surfaces,

be sure to disconnect the power cord from the wall outlet, and allow the internal system
components to cool before touching.

CAUTION: When the computer is plugged in, the power supply always has voltage applied

to the system board even when the unit is turned off. Failure to disconnect the power cord
can result in damage to the system.

Static electricity can damage the electronic components of the computer or optional
equipment. Before beginning these procedures, ensure that you are discharged of static
electricity by briefly touching a grounded metal object. See the Hardware Reference
Guide on the Documentation and Diagnostics CD for more information.

3. Remove the computer cover or access panel.

4. Locate the header and jumper.

NOTE: The password jumper is green so that it can be easily identified. For assistance

locating the password jumper and other system board components, see the Illustrated Parts
Map (IPM) for that particular system. The IPM can be downloaded from

support.

5. Remove the jumper from pins 1 and 2. Place the jumper on either pin 1 or 2, but not both, so that

it does not get lost.

6. Replace the computer cover or access panel.

7. Reconnect the external equipment.

8. Plug in the computer and turn on power. Allow the operating system to start. This clears the current

passwords and disables the password features.

9. To establish new passwords, repeat steps 1 through 4, replace the password jumper on pins 1 and

2, then repeat steps 6 through 8. Establish the new passwords in Computer Setup. Refer to the
Computer Setup (F10) Utility Guide on the Documentation and Diagnostics CD for Computer Setup
instructions.

http://www.hp.com/

58 Appendix B Password Security and Resetting CMOS ENWW

Clearing and Resetting the CMOS

The computer’s configuration memory (CMOS) stores information about the computer’s configuration.

Using Computer Setup to Reset CMOS

Using Computer Setup to reset CMOS also clears the power-on and setup passwords. To reset CMOS
through Computer Setup, you must first access the Computer Setup Utilities menu.

When the Computer Setup message appears in the lower-right corner of the screen, press the F10 key.
Press Enter to bypass the title screen, if necessary.

NOTE: If you do not press the F10 key while the message is displayed, you must turn the

computer off, then on again, to access the utility.

A choice of five headings appears in the Computer Setup Utilities menu: File, Storage, Security,
Power, and Advanced.

To reset CMOS to the factory default settings first set time and date, then use the arrow keys or the

Tab key to select File > Default Setup > Restore Factory Settings as Defaults. Then select Apply

Defaults and Exit from the File menu. This resets the soft settings that include boot sequence order
and other factory settings. It will not, however, force hardware rediscovery.

See the Desktop Management Guide on the Documentation and Diagnostics CD for further instructions
on reestablishing passwords. For instructions on Computer Setup, see the Computer Setup (F10) Utility
Guide on the Documentation and Diagnostics CD.

Resetting the CMOS Jumper

1. Turn off the computer and any external devices, and disconnect the power cord from the power

outlet. The power must be disconnected from the system to clear CMOS.

2. Disconnect the keyboard, monitor, and any other external equipment connected to the computer.

WARNING! To reduce the risk of personal injury from electrical shock and/or hot surfaces,

be sure to disconnect the power cord from the wall outlet, and allow the internal system
components to cool before touching.

CAUTION: When the computer is plugged in, the power supply always has voltage applied

to the system board even when the unit is turned off. Failure to disconnect the power cord
can result in damage to the system.

Static electricity can damage the electronic components of the computer or optional
equipment. Before beginning these procedures, ensure that you are discharged of static
electricity by briefly touching a grounded metal object. See the Hardware Reference
Guide on the Documentation and Diagnostics CD for more information.

3. Remove the computer cover or access panel.

ENWW Clearing and Resetting the CMOS 59

CAUTION: Pushing the CMOS button will reset CMOS values to factory defaults and will

erase any customized information including passwords, asset numbers, and special
settings. It is important to back up the computer setup configuration before resetting CMOS
values in case it is needed later. Back up is easily done through Computer Setup. See
the Computer Setup (F10) Utility Guide on the Documentation and Diagnostics CD for
information on backing up the computer setup configuration.

4. Locate the green two-prong jumper labeled CMOS next to the ADD2 card slot. 6.

NOTE: Be sure you have disconnected the AC power cord from the wall outlet. The CMOS

button will not clear CMOS if the power cord is connected.

NOTE: For assistance locating the CMOS button and other system board components,

see the Illustrated Parts Map (IPM) for that particular system.

5. Remove the CMOS jumper from pins 1 and 2 and put the jumper on pins 2 and 3. This clears

CMOS.

6. Put the jumper back on pins 1 and 2.

7. Replace the computer cover or access panel.

8. Reconnect the external devices.

9. Plug in the computer and turn on power.

NOTE: You will receive POST error messages after clearing CMOS and rebooting

advising you that configuration changes have occurred. Use Computer Setup to reset any
special system setups along with the date and time.

For instructions on Computer Setup, see the Computer Setup (F10) Utility Guide on the Documentation
and Diagnostics CD.

60 Appendix B Password Security and Resetting CMOS ENWW

C Drive Protection System (DPS)

The Drive Protection System (DPS) is a diagnostic tool built into the hard drives installed in some
computers. DPS is designed to help diagnose problems that might result in unwarranted hard drive
replacement.

When these systems are built, each installed hard drive is tested using DPS, and a permanent record
of key information is written onto the drive. Each time DPS is run, test results are written to the hard
drive. Your service provider can use this information to help diagnose conditions that caused you to run
the DPS software.

Running DPS will not affect any programs or data stored on the hard drive. The test resides in the hard
drive firmware and can be executed even if the computer will not boot to an operating system. The time
required to execute the test depends on the manufacturer and size of the hard drive; in most cases, the
test will take approximately two minutes per gigabyte.

Use DPS when you suspect a hard drive problem. If the computer reports a SMART Hard Drive Detect
Imminent Failure message, there is no need to run DPS; instead, back up the information on the hard
drive and contact a service provider for a replacement hard drive.

ENWW 61

Accessing DPS Through Computer Setup

When the computer does not power on properly you should use Computer Setup to access the DPS
program. To access DPS, perform the following steps:

1. Turn on or restart the computer.

2. When the F10 Setup message appears in the lower-right corner of the screen, press the F10 key.

NOTE: If you do not press the F10 key while the message is displayed, you must turn the

computer off, then on again, to access the utility.

A choice of five headings appears in the Computer Setup Utilities menu: File, Storage,

Security, Power, and Advanced.

3. Select Storage > DPS Self-Test.

The screen will display the list of DPS-capable hard drives that are installed on the computer.

NOTE: If no DPS-capable hard drives are installed, the DPS Self-Test option will not

appear on the screen.

4. Select the hard drive to be tested and follow the screen prompts to complete the testing process.

When the 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 through 14.

●

If the test failed, the completion code should be recorded and reported to your service provider for help
in diagnosing the computer problem.

62 Appendix C Drive Protection System (DPS) ENWW

Index

A

audible codes 54
audio problems 24

B

Backup and Recovery Manager 6
beep codes 54
boot problems 39
booting options

Full Boot 47
Quick Boot 47

C

CD-ROM or DVD problems 37
CMOS

backing up 57
clearing and resetting 59

Customer Support 7, 45

D

diagnostics utility 1
Drive Key problems 40
Drive Protection System

(DPS) 61

E

error

codes 47, 54
messages 48

F

flashing LEDs 54
front panel problems 41

G

general problems 10

H

hard drive problems 15

hardware installation

problems 29

helpful hints 8

I

Insight Diagnostics 1
Internet access problems 42

K

keyboard problems 27

L

LEDs

blinking power 54
blinking PS/2 keyboard 54

M

Media Card Reader problems 18
memory problems 34
monitor problems 20
mouse problems 27

N

network problems 31
numeric error codes 48

O

optical drive problems 37

P

password

clearing 57
power-on 57

setup 57
POST error messages 47
power problems 14
power-on password 57
printer problems 26
problems

audio 24

CD-ROM or DVD 37
Drive Key 40
front panel 41
general 10
hard drive 15
hardware installation 29
Internet access 42
keyboard 27
Media Card Reader 18
memory 34
monitor 20
mouse 27
network 31
power 14
printer 26
processor 36
software 44

processor problems 36

R

Recovery Disc Set 6
resetting

CMOS 57
password jumper 57

S

safety and comfort 7
setup password 57
software

backing up 5
problems 44
restoring 6

W

Wake-on-LAN feature 31

ENWW Index 63

64 Index ENWW