HP SR1935AN, SR1988AP, SR2011WM, SR2013WM, SR2017CL Troubleshooting

...

PC Troubleshooting and Maintenance Guide

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.

HP assumes no responsibility for the use or reliability of its software on equipment that is not furnished by HP.

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 HP.

Hewlett-Packard Company P.O. Box 4010 Cupertino, CA 95015-4010 USA

This product incorporates copyright protection technology that is protected by method claims of certain U.S. patents and other intellectual property rights owned by Macrovision Corporation and other rights owners. Use of this copyright protection technology must be authorized by Macrovision Corporation, and is intended for home and other limited viewing uses only unless otherwise authorized by Macrovision Corporation. Reverse engineering or disassembly is prohibited. Apparatus Claims of U.S. Patent Nos. 4,631,603, 4,577,216, 4,819,098, and 4,907,093 licensed for limited viewing uses only.

Microsoft and Windows are U.S. registered trademarks of Microsoft Corporation.

HP supports lawful use of technology and does not endorse or encourage the use of its products for purposes other than those permitted by copyright law.

The information in this document is subject to change without notice.

Table of Contents

PC Maintenance............................................................................. 1

Creating Data Backup Discs.......................................................................1

Creating System Recovery Discs .................................................................1

Removing Unused Programs.......................................................................1

Running the Disk Cleanup Program.............................................................1

Running the Disk Defragmenter Program......................................................2

Checking for Hard Disk Drive Errors ...........................................................2

Understanding Hard Disk Drive Space ........................................................2

Recommended Maintenance Schedule ........................................................3

Troubleshooting PC Problems ......................................................... 4

Audio...................................................................................................... 4

Video ......................................................................................................5

CD and DVD Drives .................................................................................. 5

Display (Monitor)......................................................................................7

Hard Disk Drive........................................................................................8

Hardware Installation................................................................................8

Internet Access .........................................................................................9

Keyboard and Mouse .............................................................................11

Power....................................................................................................12

Performance...........................................................................................13

Miscellaneous ........................................................................................14

PC Troubleshooting and Maintenance Guide

iii

Repairing Software Problems ...................................................... 15

Software Repair Overview....................................................................... 15

Restarting Your PC .................................................................................. 15

Turning Off Your PC ................................................................................ 15

Updating Drivers .................................................................................... 16

Microsoft System Restore ......................................................................... 16

Application and Driver Recovery .............................................................. 16

System Recovery Overview......................................................................17

Creating System Recovery Discs ............................................................... 18

Creating a Recovery Tools CD.................................................................. 18

Running System Recovery from Recovery Discs........................................... 19

Running System Recovery from the Hard Disk Drive .................................... 19

PC Troubleshooting and Maintenance Guide

PC Maintenance

This section includes information about tasks you can perform to help ensure the trouble-free operation of your PC, and to ease the recovery of important information on your PC should problems arise in the future.

Creating Data Backup Discs

You can use the CD or DVD burning software included on your PC to create backup discs of important information including personal files, e-mail messages, and Web site bookmarks.

When writing data to a backup disc, you should use software that includes write verification functionality. This verification feature compares the data on your hard disk drive with the data copied to the disc to ensure it is an exact copy. Depending on your disc burning software, you may need to manually enable this feature.

Running the Disk Cleanup Program

The Disk Cleanup program frees up space on your hard disk drive by removing temporary and unused files (including Temporary Internet Files and files in the Recycle Bin). You can run Disk Cleanup manually, or you can set it up to run automatically.

Running Disk Cleanup manually

1 Click Start, All Programs, Accessories,

System Tools, and then click Disk Cleanup.

Disc Cleanup searches for files to delete and calculates how much disk space can be saved.

2 Choose the files to delete by placing a check mark

in the check box next to the file types listed.

3 Click OK, and then click Yes to finish deleting the

selected files.

Scheduling Disk Cleanup to run automatically

Creating System Recovery Discs

This is a one-time step that you should perform while your PC is working properly. If you later encounter problems with your PC, you can restore it to its original configuration using the System Recovery discs that you create.

Before creating recovery discs, read “System Recovery Overview” on page 17, and then create the discs as described in “Creating System Recovery Discs” on page 18.

Removing Unused Programs

1 Click Start, and then click Control Panel. 2 Double-click Add or Remove Programs. The

Add or Remove Programs window opens.

3 Select the program you want to remove, and click

the Change/Remove button.

4 Follow the onscreen instructions.

NOTE: Some programs have their own uninstall

features. If you cannot uninstall a program from the Control Panel, try using the program to uninstall.

1 Click Start, and then Run, and type the following

into the open field (note there is a space between the r and the /): cleanmgr /sageset:100

2 Select the types of files that you want removed (for

example, temporary files, Temporary Internet Files, and the files in the Recycle Bin).

3 Click OK to save the settings. 4 Click Start, All Programs, Accessories,

System Tools, and then click Scheduled Tasks.

5 Double-click Add Scheduled Task and then

click Next.

6 Select Disk Cleanup from the application list and

then click Next.

7 Accept the default task name or type a name for

the task, select when the task is performed, and click Next.

8 Select the time and reoccurrence (if available), and

click Next. Disk cleanup may take a long time, so select a time when the PC is on but not in use.

9 Enter your login name and password and

click Next. If you do not have a password, leave the Password

field blank and click Next

PC Troubleshooting and Maintenance Guide 1

10 Select Open advanced properties for this

task when I click Finish and click Finish.

11 In the Run field of the Disk Cleanup window add

/sagerun:100 at the end of the path. For example: C:\WINDOWS\system32\cleanmgr.exe /sagerun:100

12 Click OK and, if prompted, verify your password.

Disk Cleanup runs at the time you have set.

3 On the Windows Advanced Options menu, use the

arrow keys to select Safe Mode and press the Enter key.

4 Press the Enter key again to select the operating

system.

5 Log on to Windows. When the Desktop message

appears, click Yes to continue in Safe Mode.

6 After Windows starts, use the previous procedure

to run the Disk Defragmenter program.

Running the Disk Defragmenter Program

When Windows stores files on your hard disk drive, it often divides them into multiple pieces (or fragments) so they fit into available space on the drive. When you attempt to open a fragmented file, it must be retrieved from more than one place, so the process takes more time.

The Disk Defragmenter program groups the fragmented files together on your hard disk drive to improve PC performance. This does not affect the location of files and folders on your PC.

NOTE:

long time to complete. You can run it unattended overnight.

1 Open the Windows Task Manager by pressing

2 On the Applications tab, select all the programs

3 Click Start, choose All Programs,

4 In the Volume column, select the hard disk drive you

If Disk Defragmenter repeatedly starts, a hidden background program is still accessing the hard disk drive. Restart the PC in Safe Mode and run the Disk Defragmenter program again:

1 Click Start, Turn Off Computer, and then

2 Press the F8 key as soon as the first logo screen

The Disk Defragmenter program may take a

the Ctrl key, the Alt key, and the Delete key at the same time.

that are listed, and then click End Task. Close the Task Manag e r.

Accessories, System Tools, and then click Disk Defragmenter.

want to defragment (typically C:), and then click Defragment.

Restart.

appears.

Checking for Hard Disk Drive Errors

Perform the following procedure to check the integrity of the hard disk drive in Windows XP. Close all open programs before beginning the disk check.

1 Click Start, and then click My Computer. 2 In the window that opens, right-click the hard

disk drive that you want to check, and click

Properties. 3 In the Properties window, click the Tools tab. 4 Under Error-checking, click Check Now. 5 If desired, click the check box next to

Automatically fix file system errors and

Scan for and attempt recovery of bad

sectors. 6 Click Start. If prompted to restart, click Yes to

restart the PC.

Understanding Hard Disk Drive Space

Compaq PCs with the Windows XP operating system preinstalled may appear to have a hard disk drive smaller than what is stated in the product specifications, in the documentation, or on the box. Hard disk drives are described and advertised by manufacturers in terms of decimal (base 10) capacity. Windows and other programs, such as FDISK, use the binary (base 2) numbering system.

In decimal notation, one megabyte (MB) is equal to 1,000,000 bytes, and one gigabyte (GB) is equal to 1,000,000,000 bytes. In the binary numbering system, one megabyte is equal to 1,048,576 bytes, and one gigabyte is equal to 1,073,741,824 bytes. Because of the different measuring systems, you may see a difference between the size reported by Windows and the size advertised. The storage capacity of the hard disk drive is as advertised.

PC Troubleshooting and Maintenance Guide

Windows reports smaller capacity in the Windows Explorer tool and in the My Computer window because it shows information about one partition on the hard disk drive at a time. The first partition contains the System Recovery information.

Recommended Maintenance Schedule

Daily Weekly Monthly Quarterly (seasonally)

Manage e-mail

•

Delete e-mail from unknown sources.

•

Do not open untrusted attachments.

•

File e-mail.

Optimize performance

Optimize your browser

Protect against viruses, adware, and spyware

•

Update definition files or schedule a weekly automatic update.

•

Run a full virus, adware, and spyware scan or schedule a weekly automatic scan.

•

Run Disk Cleanup. (See “Running the Disk Cleanup Program” on page 1.)

•

Check for disk errors. (See “Checking for Hard Disk Drive Errors” on page 2.)

•

Run Disk Defragmenter. (See “Running the Disk Defragmenter Program” page 2.)

•

Delete cookies.

•

Delete cache.

•

Delete history files.

Use Windows Update

•

Check for updates or schedule a monthly automatic update. (See the Getting Started Guide for details.)

Review the Start menu

•

Set to launch only needed applications.

Clean up the desktop

•

Delete or uninstall unneeded icons and applications. (See “Removing Unused Programs” on page 1.)

Set new passwords

(See the Getting Started Guide for details.)

Clean the PC, monitor, keyboard, and mouse

•

For detailed cleaning instructions, go to

http://www.hp.com/ support

select your country/region and language, search on your PC model number, and then search on the keyword cleaning.

Empty the Recycle Bin

•

This, and other cleanup tasks, can be performed with the Disk Cleanup program. (See “Running the Disk Cleanup Program” on page 1.)

Back up important files to

CD or DVD (See “Creating Data Backup

Discs” on page 1.)

Maintain overall condition

•

Check cleanliness.

•

Make sure ventilation is unobstructed.

•

Secure all connections and cabling.

Create a Restore Point

(See “Microsoft System

Restore” on page 16.)

PC Troubleshooting and Maintenance Guide 3

Troubleshooting PC Problems

This section contains a series of tables that describe possible solutions to problems that may occur when using your PC. Each table contains:

•

Symptoms that describe the sign or warning message for the type of problem.

•

Possible solutions that describe what you should do to try to solve the problem.

The troubleshooting tables appear in the following order:

•

Audio

•

Video

Audio

Symptom Possible solution

•

CD and DVD Drives

•

Display (Monitor)

•

Hard Disk Drive

•

Hardware Installation

•

Internet Access

•

Keyboard and Mouse

•

Power

•

Performance

•

Miscellaneous

For additional information about monitor problems, or for problems relating specifically to your printer, refer to the documentation provided by the product’s manufacturer.

No sound is produced.

Codec error messages appear when certain audio files are played.

Press the Mute button on the keyboard to see if the Mute feature is turned on.

Click Start, and then click Control Panel.

Click Sounds, Speech, and Audio Devices, and then Sounds and Audio Devices.

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

Click the task bar Volume icon ( ), or use the keyboard controls to increase the volume.

Ensure powered (active) speakers are turned on.

Turn off your PC, and reconnect the speakers.

Press the Standby button (select models only), or press the Esc key on the keyboard to resume from standby mode.

Replace the passive speaker system with an active speaker system (sold separately). Active speakers have a power cord and On button and connect to the Audio Out (green) connector on the PC.

Unplug headphones if they are connected to your PC.

Open the file in Windows Media Player. Ensure Windows Media Player is configured to automatically download codecs.

•

If the correct codec is available, the file will play. Note that you must be connected to the Internet to download the codec file.

•

If the correct codec is not available, check to see if there is an update available for Windows Media Player.

For more information, open Windows Media Player Help, and then search the online Help for codec.

PC Troubleshooting and Maintenance Guide

+ 16 hidden pages