HP SM 1700XL Maintenance and Service Guide ch6trouble

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Presario 1700 Series

Models: XL260, XL261, XL262, XL264, XL265, XL266, XL274, XL275, XL360, XL361,

XL362, XL363, XL364, XL365, XL366, XL367, XL368, XL369, XL370, XL371, XL372, XL373,

XL374, XL375, XL376, XL377, and XL378

Troubleshooting

This section covers troubleshooting information for Compaq Presario 1700 Series Portable Notebook Computers. The basic steps in troubleshooting include:

1. Preliminary Steps

2. The Power-On Self–Test (POST)

3. The recommended actions described in the diagnostic tables in case you are unable to run POST, or if POST displays an error message.

When following the recommended actions in the Sections on Power-On Self–Test (POST) and Diagnostic Error Codes

, perform the steps in the order listed above. Rerun POST after each recommended action until the problem is solved, and if no error message occurs. Once the problem is solved, do not continue with any recommended actions remaining.

Note: If the problem is intermittent, check your computer several times to verify that the problem is solved.

Preliminary Steps

Before running Power-On Self–Test (POST), complete the following steps:

1. If a Power-on password is established, type the password and press the Enter key. If you do not know the password, clear the password (See Clearing the Power-On

Password).

2. Run Compaq Diagnostics

3. Turn off the computer and its external devices.

4. Disconnect any external devices that you do not want to test. Do not disconnect the printer if you want to test it or use it to log error messages.

Important: If the problem only occurs when an external device is connected to the computer, the problem may be related to the external device or its cable. Verify this by running POST both with and without the external device connected.

Continued on the next page

RESARIO NOTEBOOK MAINTENANCE AND SERVICE GUIDE

1700XL S

ERIES

ROUBLESHOOTING

Presario 1700 Series

Models: XL260, XL261, XL262, XL264, XL265, XL266, XL274, XL275, XL360, XL361,

XL362, XL363, XL364, XL365, XL366, XL367, XL368, XL369, XL370, XL371, XL372, XL373,

XL374, XL375, XL376, XL377, and XL378

5. Install loopback plugs in the serial and parallel connectors if you would like to test these ports.

6. Ensure that the hard drive is installed in the Notebook.

7. Ensure that the battery pack is inserted in the Notebook and that it is connected to an external AC power source.

POST

When these preliminary steps are completed, you are ready to run

Clearing the Power-On Password

Note: Clearing the Power-on password also removes all Notebook setup attributes that are programmed in the CMOS.

If you do not know the password, clear it by performing the following steps:

1. Turn off the computer.

2. Disconnect the power cord.

3. Remove the battery pack

4. Remove the keyboard

5. Remove the LED button bezel

6. Disconnect the backlight cable from the connector on the system board

Continued on the next page.

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RESARIO NOTEBOOK MAINTENANCE AND SERVICE GUIDE

1700XL S

ERIES

Presario 1700 Series

Models: XL260, XL261, XL262, XL264, XL265, XL266, XL274, XL275, XL360, XL361,

XL362, XL363, XL364, XL365, XL366, XL367, XL368, XL369, XL370, XL371, XL372, XL373,

XL374, XL375, XL376, XL377, and XL378

7. To clear the password, remove the RTC battery for 10 seconds and (or simultaneously make contact with the two pads located at R37 on the system board using a conductive piece of material such as a piece of wire or tool).

8. Reassemble the Notebook.

9. Turn on the Notebook to verify that the Power-on password has been cleared. If it has not been cleared, repeat Steps 1 through 7.

RESARIO NOTEBOOK MAINTENANCE AND SERVICE GUIDE

1700XL S

ERIES

ROUBLESHOOTING

Presario 1700 Series

Models: XL260, XL261, XL262, XL264, XL265, XL266, XL274, XL275, XL360, XL361,

XL362, XL363, XL364, XL365, XL366, XL367, XL368, XL369, XL370, XL371, XL372, XL373,

XL374, XL375, XL376, XL377, and XL378

Power-On Self–Test (POST)

To run POST, complete these steps:

Turn off the Notebook, then turn it on again. As soon as the Compaq logo appears press the ESC key to clear the logo and display the POST messages as they occur.

If the Notebook does not beep, POST has successfully completed its test and detected no errors. POST then re-boots from the hard drive, or from a bootable diskette if one is installed in the diskette drive.

However, if POST detects errors, they are indicated by displayed messages and/or audible messages. A list of the POST error codes and what they mean is shown in the table below.

Note: If the system is not functioning well enough to run POST, or if the display is not functioning well enough to show POST error messages, refer to the Troubleshooting

tables.

Power-On Self-Test Messages

102-System Board Failure

Probable Cause Recommended Action

DMA, timers, etc. Replace the system board.

162-System Options Not Set

Probable Cause Recommended Action

Incorrect configuration Run Computer Setup.

CMOS reflects an invalid

Run Computer Setup.

configuration setting.

RAM failure

1. Replace the memory modules.

2. Replace the system board.

Memory test data error

1. Replace the memory modules.

2. Replace the system board.

XX000YZZ RAM failure Replace the system board.

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RESARIO NOTEBOOK MAINTENANCE AND SERVICE GUIDE

1700XL S

ERIES

Presario 1700 Series

Models: XL260, XL261, XL262, XL264, XL265, XL266, XL274, XL275, XL360, XL361,

XL362, XL363, XL364, XL365, XL366, XL367, XL368, XL369, XL370, XL371, XL372, XL373,

XL374, XL375, XL376, XL377, and XL378

XX000YZZ 201-Memory Error

Probable Cause Recommended Action

Keyboard failure

301-Keyboard Error

Probable Cause Recommended Action

Keyboard failure

304-Keyboard or System Unit Error

Probable Cause Recommended Action

Keyboard or system board error

1. Ensure that no keys are pressed during POST.

2. Reconnect the keyboard with the

Notebook

off.

3. Replace the keyboard.

1. Ensure that the keys are not pressed during POST.

2. Reconnect the keyboard with the Notebook off.

3. Replace the keyboard.

1. Replace the keyboard.

2. Replace the TouchPad or mouse.

3. Replace the system board.

601-Diskette Controller Error

Probable Cause Recommended Action

Mismatch in drive type or failure in the diskette controller

605-Diskette Drive Error

Probable Cause Recommended Action

Mismatch in drive type Run Computer Setup.

RESARIO NOTEBOOK MAINTENANCE AND SERVICE GUIDE

1700XL S

1. Run Computer Checkup (TEST).

2. Check or replace cables.

3. Replace the system board.

ERIES

ROUBLESHOOTING

Presario 1700 Series

Models: XL260, XL261, XL262, XL264, XL265, XL266, XL274, XL275, XL360, XL361,

XL362, XL363, XL364, XL365, XL366, XL367, XL368, XL369, XL370, XL371, XL372, XL373,

XL374, XL375, XL376, XL377, and XL378

1780-Primary Hard Drive 0 Failure

Probable Cause Recommended Action

Disk 0 failed to respond

Hard drive format error

1782-Hard Drive Controller

Probable Cause Recommended Action

Hard drive controller failure

1. Run Computer Checkup (TEST).

2. Replace the hard drive.

1. Run Computer Checkup (TEST).

2. Replace the hard drive.

1. Run Computer Setup.

2. Replace the hard drive.

Compaq Diagnostics

Compaq Diagnostics is installed on the hard drive of the Notebook. Run the Diagnostic utilities when you want to view or test system information and if you have installed or connected devices. If you run Compaq Diagnostics from a diskette, ensure that the diagnostic program is version 10.11 or later.

The Diagnostics menu includes the following utilities:

• Computer Checkup (TEST)

• View System Information (INSPECT)

• Diagnostic Error Codes

• Troubleshooting without Diagnostics

• Before Replacing Parts

• Solving Minor Problems

• Solving Hard Drive Problems

• Solving Hardware Installation Problems

• Solving Keyboard/Numeric Keypad Problems

• Solving Memory Problems

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RESARIO NOTEBOOK MAINTENANCE AND SERVICE GUIDE

1700XL S

ERIES

Presario 1700 Series

Models: XL260, XL261, XL262, XL264, XL265, XL266, XL274, XL275, XL360, XL361,

XL362, XL363, XL364, XL365, XL366, XL367, XL368, XL369, XL370, XL371, XL372, XL373,

XL374, XL375, XL376, XL377, and XL378

• Solving PC Card Problems

• Solving Power Problems

• Solving Printer Problems

• Solving TouchPad/Pointing Device Problems

• Contacting Compaq Support

If you have a problem you cannot solve, run the Diagnostics utilities before calling for support. Run Computer Checkup and select to save the device list to a file and to print or to save the log of errors. Run the View System Information (INSPECT) utility and select to print or to save that information. Have the files or the printed information available when you call for support.

RESARIO NOTEBOOK MAINTENANCE AND SERVICE GUIDE

1700XL S

ERIES

ROUBLESHOOTING

Presario 1700 Series

Models: XL260, XL261, XL262, XL264, XL265, XL266, XL274, XL275, XL360, XL361,

XL362, XL363, XL364, XL365, XL366, XL367, XL368, XL369, XL370, XL371, XL372, XL373,

XL374, XL375, XL376, XL377, and XL378

Computer Checkup (TEST)

Computer Checkup (TEST) determines if the various computer components and devices are recognized by the system and are functioning properly. You can display, print, or save the information generated by Computer Checkup.

Follow these steps to run Computer Checkup:

1. Plug the Notebook into an external power source. (A low–battery condition could interrupt the program.)

2. Turn on the external devices that you want to test. Connect the printer if you want to print a log of error messages.

3. Insert the Compaq Diagnostics diskette in drive A.

4. Turn on or restart the Notebook. The Notebook starts from drive A, and the Diagnostics Welcome screen is displayed.

5. Press Enter to continue. The Diagnostics menu is displayed.

6. Select Computer Checkup from the Diagnostics menu. A Test Option menu is displayed.

7. Select View the Device List from the Test Option menu. A list of the installed Compaq devices is displayed.

8. If the list of installed devices is correct, select OK. The Test Option menu is displayed.

Note: If the list is incorrect, ensure that any new devices are installed properly.

Select one of the following from the Test Option menu:

• Quick Check Diagnostics. Runs a quick, general test on each device with a

minimal number of prompts. If errors occur, they display when the testing is complete. You cannot print or save the error messages.

• Automatic Diagnostics. Runs unattended, maximum testing of each device with

minimal prompts. You can choose how many times to run the tests, to stop on errors, or to print or save a log of errors.

• Prompted Diagnostics. Allows maximum control over testing the devices. You

can choose attended or unattended testing, decide to stop on errors, or choose to print or save a log of errors.

9. Follow the instructions on the screen as the devices are tested. When testing is complete, the Test Option menu is displayed.

10. Exit the Test Option menu and the Diagnostics menu.

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ROUBLESHOOTING

RESARIO NOTEBOOK MAINTENANCE AND SERVICE GUIDE

1700XL S

ERIES

Presario 1700 Series

Models: XL260, XL261, XL262, XL264, XL265, XL266, XL274, XL275, XL360, XL361,

XL362, XL363, XL364, XL365, XL366, XL367, XL368, XL369, XL370, XL371, XL372, XL373,

XL374, XL375, XL376, XL377, and XL378

View System Information (INSPECT)

The View System Information (INSPECT) utility provides information about the Notebook and installed or connected devices. You can display, print, or save the information.

Follow these steps to run View System Information (INSPECT) from the Compaq Diagnostics diskette:

1. Turn on the external devices that you want to test. Connect the printer if you want to print the information.

2. Insert the Compaq Diagnostics diskette in drive A.

3. Turn on or restart the computer. The computer starts from drive A, and the Diagnostics Welcome screen is displayed.

4. Press Enter to continue. The Diagnostics menu is displayed.

5. Select View System Information (INSPECT) from the Diagnostics menu.

6. Select the item you want to view from the following list:

System Memory

ROM Audio

Keyboard Operating system

System ports System files

System storage Windows files

Graphics

7. Follow the on-screen instructions to cycle through the screens, return to the list and choose another item, or print the information.

RESARIO NOTEBOOK MAINTENANCE AND SERVICE GUIDE

1700XL S

ERIES

ROUBLESHOOTING

Presario 1700 Series

Models: XL260, XL261, XL262, XL264, XL265, XL266, XL274, XL275, XL360, XL361,

XL362, XL363, XL364, XL365, XL366, XL367, XL368, XL369, XL370, XL371, XL372, XL373,

XL374, XL375, XL376, XL377, and XL378

Diagnostic Error Codes

Diagnostic error codes are displayed if the system recognizes a problem while running the Compaq Diagnostic program. These error codes help identify subassemblies with possible damage or defects.

The following tables list error codes, a description of the error condition, and the action required to resolve the error condition.

Important: Retest the system after completing each step. If the problem is resolved, do not proceed with the remaining steps.

For the removal and replacement of a particular subassembly, see Removal and

Replacement Procedures.

Select error codes by number or type:

101 through 114 (pg 11) Processor Test

200 through 215 (pg 11

300 through 304 (pg 12

401 through 403 (pg 12

501 through 516 (pg 15

600 through 699 (pg 13

1101 (pg 13

) Serial Test

)Memory Test

) Keyboard Test

) Parallel Printer Test

)Video Test

) Diskette Drive Test

1701 through 1736 (pg 14

2402 through 2418 (pg 16

2419 through 2456 (pg 17

2458 through 2480 (pg 17

3206 (pg 18

)Audio Test

3301 through 6623 (pg 18

8601 through 8602 (pg 18

)Hard Drive Test

)Video Test

)DVD or CD Test

) TouchPad Pointing Device Test

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RESARIO NOTEBOOK MAINTENANCE AND SERVICE GUIDE

1700XL S

ERIES

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