HP Vectra VL 6xxx User Manual

DiagTools User’s Guide

HP Vectra PCs HP Kayak PC Workstations

Notice

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

Hewlett-Packard makes no warranty of any kind with regard to this material, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose. Hewlett-Packard shall not be liable for errors contained herein or for incidental or consequential damages in connection with the furnishing, performance, or use of this material.

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

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Hewlett-Packard France Commercial Computing Division 38053 Grenoble Cedex 9 France

1998 Hewlett-Packard Company



Doc ver 2.1 06/99 for DiagTools ver 2.10

User’s Guide

Who Should Read This Book

Who Should Read This Book

This manual is for anyone who wants to:

Diagnose hardware problems on a Vectra PC or Kayak PC

•

Workstation Understand the purpose of DiagTools

•

Learn how to use DiagTools

•

Know what to do when a test fails

•

Provide HP-dedicated Support Agents with more information for

•

solving problems quickly and effectively Find out where to get more information and support.

•

What is DiagTools?

The first step in solving a problem with a PC is diagnosis.

HP’s DiagTools helps you diagnose hardware-related problems on a Vectra PC or Kayak PC Workstation. It is a series of tools designed to help you to:

Verify the correct functioning of a Vectra PC or a Kayak PC

•

Workstation

Diagnose hardware-related problems

•

Provide precise information to HP-dedicated Support Agents so that

•

they can solve any problem quickly and effectively.

DiagTools is not a repair tool.

iv English

Overview of DiagTools

Overview of DiagTools

The Vectra and Kayak hardware diagnostics utility has four parts:

❒ Hardware Detection, which automatically detects the complete

hardware configuration of a Vectra PC or Kayak PC Workstation. Hardware detection is described in chapter 2.

❒ The Basic Tests, which determine the correct functioning of the PC

as a whole. The basic test phase is described in chapter 3.

❒ The Advanced Tests. These provide complete, in-depth testing and

diagnosis of the PC’s individual components. The advanced test phase is described in chapter 4.

❒ The Support Ticket, which is a complete record of the test results

and the PC’s configuration. The support ticket can be used to communicate the test results to your local or HP-dedicated Support Agent. This is described in chapter 5.

Compatibility

DiagTools can run on the following HP Vectra PC and HP Kayak PC Workstation platforms:

❒ All Vectra V–Line and X–Line PCs and PC Workstations released

after June, 1997.

❒ All HP Kayak PC Workstations. ❒ Vectra VE 5/xxx Series 2

Vectra VE 5/xxx Series 3 Vectra VE 5/xxx Series 4 Vectra VE C/xxx Series 7 Vectra VE 6/xxx Series 8 Vectra VL 5/xxx Series 4

English v

Where to Get the Diagnostics Software

Vectra VL 5/xxx Series 5 Vectra VL 6/xxx Series 6 Vectra VL 6/xxx Series 7 Vectra VL 6/xxx Series 8 Vectra VA 6/xxx.

❒ Vectra XM 5/xxx Series 4

Vectra XA 5/xxx Vectra XA 6/xxx.

❒ Net Vectra 5/xxx PC.

Where to Get the Diagnostics Software

Always use the latest version of DiagTools.

You can download the latest version of the DiagTools utility from the Vectra support web site at:

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

or the Kayak support web site at:

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

For more information about the HP web site and HP Customer Care Service and Support, refer to page 38.

vi English

Contents

Who Should Read This Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iv

What is DiagTools? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iv

Overview of DiagTools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v

Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v

Where to Get the Diagnostics Software . . . . . . . . . . . . . . . . . . . . . . . vi

1Starting DiagTools

Installing and Setting Up DiagTools . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Net Vectra PC Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Vectra PC & Kayak PC Workstation Users and Network Administrators. 2

Downloading and Installing the Latest Version . . . . . . . . . . . . . . . . . . . . . 3

Creating the Hardware Diagnostics Diskette(s) . . . . . . . . . . . . . . . . . . . . 4

Updating DiagTools Remotely

(For Network Administrators) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Before Running DiagTools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

More Information About The PC’s Setup Program . . . . . . . . . . . . . . . . . . 7

Starting DiagTools from a Diskette. . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

If There is a Problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Starting DiagTools from the Hard Disk Drive . . . . . . . . . . . . . . . . . . . 9

If There is a Problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

The Welcome Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

English vii

2 Hardware Detection

Overview of Hardware Detection. . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

During Hardware Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Hardware Detection Results. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

What is Detected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

If a PC Component is Not Detected. . . . . . . . . . . . . . . . . . . . . . . . . . 15

3 Basic System Test

Overview of the Basic System Test . . . . . . . . . . . . . . . . . . . . . . . . . . 18

How to Run the Basic System Test . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Test Result: PASS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Test Result: FAIL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

What to do if the Basic System Test Fails . . . . . . . . . . . . . . . . . . . . . . . . 21

What is Tested . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

4 Advanced System Tests

Overview of the Advanced System Tests . . . . . . . . . . . . . . . . . . . . . 26

How to Enter the Advanced System Tests . . . . . . . . . . . . . . . . . . . . 26

Help on Advanced Tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

viii English

How to Run an Advanced System Test. . . . . . . . . . . . . . . . . . . . . . . . 27

Batch Tests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

What to do if a Test Fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

What To Do If You Get An Error Code . . . . . . . . . . . . . . . . . . . . . . . . 32

5 The Support Ticket

What is the Support Ticket? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Creating a Support Ticket. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Adding Comments to the Support Ticket. . . . . . . . . . . . . . . . . . . . . . 35

6 HP Customer Care Service and Support

Your HP Authorized Reseller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Hewlett-Packard Information Services. . . . . . . . . . . . . . . . . . . . . . . . 38

HP World Wide Web Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Hewlett-Packard Telephone Support . . . . . . . . . . . . . . . . . . . . . . . . . 39

Lifeline Telephone Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

English ix

Appendix A The Error Codes

Error Code Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

0001h – 00CCh: System Error Codes . . . . . . . . . . . . . . . . . . . . . . . 43

0100h – 01A4h: Memory Error Codes . . . . . . . . . . . . . . . . . . . . . . . 51

0201h – 02FFh: Hard Disk Error Codes . . . . . . . . . . . . . . . . . . . . . 54

0301h – 03FFh: Floppy Disk Error Codes . . . . . . . . . . . . . . . . . . . 57

0400h – 04FFh: Keyboard Error Codes. . . . . . . . . . . . . . . . . . . . . . 61

0500h – 0590h: SCSI Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . . 62

0601h – 0617h: Serial Port Error Codes . . . . . . . . . . . . . . . . . . . . . 65

0701h – 0708h: Parallel Port Error Codes . . . . . . . . . . . . . . . . . . . 67

0801h – 806h: Sound Blaster Compatible Error Codes. . . . . . . . . 68

0810h: PC Speaker Error Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

0801h – 806h: Windows Sound System Compatible Error Codes 69

0830h: Joystick Port Test Error Code. . . . . . . . . . . . . . . . . . . . . . . 70

0900h – 090Fh: Video Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . 70

0A00h – 0A12h: CD-ROM Error Codes . . . . . . . . . . . . . . . . . . . . . . 72

0C00h – 0C07h: IDE Tape Error Codes . . . . . . . . . . . . . . . . . . . . . 73

0E00h – 0E5Fh: SMBus (System Management Bus) Error Codes 74

x English

0F02h – 0F05h: ATAPI Removable Devices Error Codes . . . . . . . 75

1000h – 100Dh: Multiple Processor Error Codes . . . . . . . . . . . . . . 76

1500h – 1503h: Modem Error Codes. . . . . . . . . . . . . . . . . . . . . . . . . 79

9600h – 960Fh: IDE Disk Error Codes . . . . . . . . . . . . . . . . . . . . . . . 80

9610h – 9630h: Plugged-in Tests Error Codes. . . . . . . . . . . . . . . . . 81

English xi

xii English

1

Starting DiagTools

This chapter describes how to set up and start the Vectra and Kayak Hardware Diagnostics.

1 Starting DiagTools

Installing and Setting Up DiagTools

Installing and Setting Up DiagTools

Net Vectra PC Users

If you are a Net Vectra PC user, the Hardware Diagnostics should already be installed on your PC and be ready to use. To learn how to run DiagTools on a Net Vectra PC, refer to "Starting DiagTools from the Hard Disk Drive", on page 9.

Vectra PC & Kayak PC Workstation Users and Network Administrators

For Vectra PC and Kayak PC Workstation users, as well as network administrators, you must do the following before you can use DiagTools:

Install the latest version of DiagTools on your PC.

1

Set up DiagTools so that it is ready for use. This means either

2

creating the diskette(s), or updating the Hardware Diagnostics files on your Net Vectra PC.

There are two ways to run DiagTools:

From diskettes. The PC boots (or starts) from the first diskette. This

•

is appropriate for all PCs that have a floppy disk drive. This is the most common way of using DiagTools.

From the hard disk drive. In this case, you select the Hardware

•

Diagnostics option during startup. The Hardware Diagnostics utility is installed on the hard disk drive. This is only appropriate for Net Vectra PCs. Net Vectra PCs do not usually have a floppy disk drive.

NOTE DiagTools must not be run directly from your operating system.

DiagTools will only function under the DOS operating system and once the correct drivers have been loaded.

2 English

1 Starting DiagTools

Installing and Setting Up DiagTools

Downloading and Installing the Latest Version

You can download the latest version of the DiagTools utility from HP’s support web site at:

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

or the Kayak’s support web site at:

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

For more information about the HP web site and HP Customer Care Service and Support, refer to page 38.

There are two versions of DiagTools available:

The stand-alone version. Use this version if you do not have

•

TopTools for Desktops Agent installed on your PC.

NOTE To know if you have TopTools client software on your PC in

Windows 95, Windows 98, or Windows NT 4.0, click

Programs, and look for HP TopTools for Desktops or HP DMI.

The TopTools version. Use this version if you have TopTools version

•

2.2 (or later) installed on your PC, or if using the Download function of TopTools for Desktops Device Manager.

Start, point to

If you have an older version of TopTools that does not have the or the

DiagTools

page, or if you are in doubt, use the stand-alone

Diags

version.

There are several files available for downloading under Software & Drivers and Manuals:

The DiagTools utility. A compressed file (with the extension .EXE)

•

which contains all the files necessary for installing DiagTools.

The User’s Guide for DiagTools – the document you are reading. It is

•

a PDF file which can be viewed and printed using Adobe’s Acrobat Reader. (The Adobe Acrobat Reader can be downloaded free of charge from HP’s World Wide Web site.)

The labels for the Hardware Diagnostics diskette(s). Once you have

•

created the DiagTools diskette(s), you can use this PDF file to create the diskette labels. You will not need this file if you are going to run DiagTools from a hard disk partition.

English 3

1 Starting DiagTools

Installing and Setting Up DiagTools

Once you have downloaded the self-extracting DiagTools file, follow these steps:

1 Extract the files by running the downloaded .EXE file. To do this in

Windows, double-click the file.

We recommend that you use the proposed target directory when extracting the Hardware Diagnostic files. This ensures compatibility with HP TopTools.

2 Open the README file and read the installation instructions. To

open this file in Windows, double-click it.

Creating the Hardware Diagnostics Diskette(s)

If you have a floppy disk drive, you must create the hardware diagnostics diskette(s). One or more diskettes will be created. How you do this depends on the version of DiagTools that you have.

4 English

TopTools client application showing the Diags page.

1 Starting DiagTools

Installing and Setting Up DiagTools

If you have the TopTools version of DiagTools

If you have downloaded the TopTools version of the Hardware Diagnostics and you have a recent version of TopTools on your PC, you can use this utility to create the diagnostic diskette(s). To do this, select the

Diagnose PC) button.

Diags (or DiagTools) page, then click the Create... (or

Your version of TopTools may be different from this.

For more information about using TopTools, refer to the TopTools online help in the

Help menu.

If you have the Stand-Alone version of DiagTools

If you have the stand-alone version of the Hardware Diagnostics, follow this procedure:

1 Prepare two formatted 1.44 MB diskettes and two diskette labels.

2 Start an MS-DOS Prompt session.

English 5

1 Starting DiagTools

Installing and Setting Up DiagTools

3 Change to the directory where you extracted the DiagTools package.

For example

cd \dmi\hpdiags\light

4 Type

diaginst a: (if your floppy disk drive is “A:”)

or

diaginst b: (if your floppy disk drive is “B:”)

and follow the instructions on your screen.

NOTE Please check for a README file in the directory where you extracted

the DiagTools package. The information contained in this file supersedes any information given in this manual.

Updating DiagTools Remotely (For Network Administrators)

If you are a network administrator, you can update the Hardware Diagnostics files on remote client PCs using HP TopTools for Desktops.

Using TopTools Ver. 2.5x

Management Console

Using TopTools for

Desktops Device

Manager

To update the Diagnostics files on remote PCs, select the DiagTools page of TopTools, click the

Update button, and follow the instructions.

To update the Diagnostics files on remote PCs, open the TopTools for Desktops Device Manager in Internet Explorer (version 4.01 or above). Click on

Devices>Device Types

and select Personal Computers in

,

the window that appears. Use shift-click or control-click to select the DMI 2.x compliant PCs you want to update and right-click. Select

System Software>Distribute Diagnostics

from the menu that

appears and follow the instructions on your screen.

For more information about using TopTools, refer to the TopTools online help in the

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

6 English

Help menu and to HP’s Web site at

1 Starting DiagTools

Before Running DiagTools

Before Running DiagTools

Before you run the Hardware Diagnostics, ensure that the following are correctly configured in the computer’s BIOS Setup program:

❒ No operating system is specified, which means that:

NOTE FOR NET VECTRA PCS

Main

if the

•

Play OS

if the Main menu has an item to select the operating system, set

•

it to

❒ All

Hardware Protection items in the Security menu are set to

Enabled or Unlocked.

menu has an item

, set it to

Other.

No

Running Windows 95

Plug and

or

❒ The option to start from the floppy disk is enabled.

More Information About The PC’s Setup Program

Setup is an integrated (ROM-based) program that displays the PC’s configuration and allows you to change the configuration parameters.

Setup changes system behavior by modifying the power-on initialization parameters. Setting incorrect values may cause the PC to fail at start-up. If this occurs, press F9 in the Setup program. This will load the Setup default values and allow the PC to recover.

To enter the PC’s Setup program, restart the PC and press F2 when the Vectra Logo or Kayak logo screen (or the Summary screen) appears.

To run DiagTools from the hard disk drive, the PC must have the correct boot (start) configuration. All Net Vectra PCs are provided with a ready-to-use Hardware Diagnostics dual boot configuration. For more information, refer to "Starting DiagTools from the Hard Disk Drive", on page 9.

English 7

1 Starting DiagTools

Starting DiagTools from a Diskette

Starting DiagTools from a Diskette

Once you have created the diskette(s), you can start the Hardware Diagnostics. To do this:

Insert the diskette into the floppy disk drive. If there is more than

1

one diskette, insert the “First” or “Boot” diskette.

Quit all applications, shut down the operating system, and restart

2

your PC. To do this in Windows 9x or Windows NT 4.0, click

Shut Down, and then click Restart the computer.

click

The PC will then start from the diskette. After loading the system

3

files, it will decompress the necessary files. Then DiagTools will start automatically, displaying the Welcome screen (refer to page 10).

NOTE If your computer does not have a SCSI controller, you will see the

following error message:

Unable to find any AIC-78XX/AIC-75XX ASPI8DOS.SYS installation failed

. This is normal. Wait for the computer to boot and display the DiagTools Welcome screen.

Start,

If There is a Problem

You may experience one of the following problems:

PC does not boot (start) from the diskette.

•

This happens when the PC ignores the diskette and starts from the hard disk drive as normal, running your operating system. The problem could be:

Your PC’s Setup program may not be correctly configured.

a

Ensure that the option to start from the floppy disk is enabled. (Refer to “More Information About The PC’s Setup Program” on page 7.)

There may be problem with the floppy disk drive or the internal

b

cable connections. Contact your local or HP-dedicated Support Agent.

8 English

1 Starting DiagTools

Starting DiagTools from the Hard Disk Drive

A message such as

•

and press any key when ready

Non-System disk or disk error, Replace

appears when the PC starts. This means that the PC cannot find the system files on the diskette. The problem could be:

The diskette may be damaged or corrupted. Select another

a

diskette and create another Hardware Diagnostics diskette (refer to page 4).

If there is more than one diskette, you may have inserted the

b

incorrect one. Try starting the PC from the other diskette(s).

Starting DiagTools from the Hard Disk Drive

NOTE

CAUTION

To run DiagTools from the hard disk drive, your PC must have the correct boot (start) configuration. All Net Vectra PCs are provided with a ready-to-use Hardware Diagnostics dual boot configuration.

If you have a Net Vectra PC, you can start the Hardware Diagnostics from the hard disk drive. To do this:

Quit all applications, shut down the operating system, and restart

1

your PC. To do this in Windows NT 4.0, click

, and then click

Down

When the PC starts you have the choice between Hardware

2

Restart the computer

Start

.

, click

Shut

Diagnostics or your usual operating system. Select the Hardware Diagnostics option. The Hardware Diagnostics will start automatically, displaying the Welcome screen (refer to page 10).

Do not remove the

CONFIG.SYS

and

AUTOEXEC.BAT

files from the root of the C:\ drive because DiagTools will not work without these files. Also, DiagTools will not work if you convert the hard disk drive to NTFS (Windows NT File System) format.

English 9

1 Starting DiagTools

The Welcome Screen

If There is a Problem

If you have a Net Vectra PC and cannot start Hardware Diagnostics, your PC may not be correctly set up to run the diagnostic tool. Contact your network administrator or, alternatively, contact your local or HPdedicated Support Agent.

The Welcome Screen

When you start the Hardware Diagnostics utility, you will see the following screen:

Press to continue and follow the instructions on the screen to run the diagnostic tests. You can quit the diagnostic utility at any time, except during the execution of the basic system test which takes several minutes. In general, the progression of each test is displayed on the screen.

10 English

2

Hardware Detection

This chapter describes the hardware detection phase of the Vectra and Kayak Hardware Diagnostics.

2 Hardware Detection

Overview of Hardware Detection

Overview of Hardware Detection

Hardware detection determines which tests are appropriate for your PC. For example, if your PC has a IDE or SCSI hard disk drive, the boot sector of the hard disk drive will be checked as part of the basic system test.

In the advanced tests, some functions will be disabled if they are not appropriate for your PC. For example, if you do not have a SCSI controller, the

During Hardware Detection

The following screen appears during hardware detection:

SCSI menu in the advanced tests will be disabled.

NOTE Hardware detection may be so fast that this screen simply flickers on

and off, without giving you time to read it. This is normal. The time required for hardware detection varies greatly between the different systems and different configurations.

12 English

2 Hardware Detection

Overview of Hardware Detection

Hardware Detection Results

The following is an example of a screen that will appear after the hardware detection phase:

You can use the mouse or the arrow keys to scroll through the list of detected components.

English 13

2 Hardware Detection

What is Detected

What is Detected

The following can be detected in the hardware detection phase:

❒ Product name and version (such as ❒ Processor type, version and speed (such as

Pentium II @333 MHz

)

HP Vectra VL 7/333)

Central Processor

❒ Cache memory type and size ❒ HP BIOS version ❒ Serial number ❒ Total main memory (such as

64 MB Memory)

❒ IDE device list, with drive letter, device type, and capacity ❒ SCSI device list, with drive letter, device type, and capacity ❒ Active graphics adapter: vendor, product name, memory size ❒ Keyboard ❒ Sound Blaster compatible audio card ❒ USB Controller.

If your PC has one or more of the above components and it is not detected by DiagTools, then refer to “If a PC Component is Not Detected” on page 15.

14 English

2 Hardware Detection

If a PC Component is Not Detected

If a PC Component is Not Detected

If a component or device in your PC (such as a hard disk drive) is not detected, do the following:

Check the list of components that DiagTools should detect (this is on

1

page 14). If the non-detected component is not in this list, then there is no error and the situation is normal. If the non-detected component is in this list, continue to the next step.

Check that the PC is correctly configured in the PC’s Setup program.

2

(Refer to page 7 for more information about the PC’s Setup program.)

Refer to the User’s Guide that came with the PC for information

3

about troubleshooting the PC.

Run the DiagTools and proceed to the basic system test.

4

NOTE DiagTools does not test components that have not been detected.

However, we recommend that you continue with the basic system test to verify that the underlying components are functioning correctly.

For example: a PC has a PCI SCSI controller card installed and a SCSI hard disk connected to this controller. Even if the SCSI hard disk drive is not detected, running the basic system test will ensure the correct functioning of the PCI system that supports the SCSI controller.

If the problem persists, contact your local or HP-dedicated Support

5

Agent for assistance.

English 15

2 Hardware Detection

If a PC Component is Not Detected

16 English

3

Basic System Test

This chapter describes the basic system test performed by the Vectra and Kayak Hardware Diagnostics.

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