Compaq AP400 Troubleshooting Guide

Compaq AP400 - Professional - 64 MB RAM Manual

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  • Compaq AP400 | Troubleshooting Guide - Page 1
    Quick Troubleshooting Guide Compaq Deskpro Family of Personal Computers Compaq Deskpro Workstations Compaq Professional Workstations Compaq Armada Notebooks Compaq Prosignia Notebooks
  • Compaq AP400 | Troubleshooting Guide - Page 2
    used or copied only in accordance with the terms of the agreement. Quick Troubleshooting Guide Compaq Deskpro Family of Personal Computers Compaq Deskpro Workstations Compaq Professional Workstations Compaq Armada Notebooks Compaq Prosignia Notebooks Second Edition (July 2000) Part Number 120205-002
  • Compaq AP400 | Troubleshooting Guide - Page 3
    Printer's Mark
  • Compaq AP400 | Troubleshooting Guide - Page 4
    chapter 1 General Service Information Troubleshooting Procedures ...1-1 Tools Required - Desktop Computers and Workstations 1-1 Tools Required - Notebooks ...1-1 Protecting Yourself and the Computer 1-1 Clearing CMOS ...1-2 Customer Responsibilities...1-2 POST Power-On Sequence ...1-3 Compaq Drive
  • Compaq AP400 | Troubleshooting Guide - Page 5
    Audio, Part 2 ...3-17 17. Non-Functioning Device 3-18 18. Non-Functioning Pointing Device or Keyboard 3-19 19. No Network or Modem Connection 3-20 appendix A Further Troubleshooting ...A-1 appendix B POST Error Messages - Numbered B-1 appendix C Post Error Messages - Not Numbered C-1 iv Quick
  • Compaq AP400 | Troubleshooting Guide - Page 6
    Series of Personal Computers with MMX technologies and later models as well as Compaq Deskpro Workstations, Compaq Professional Workstations, Compaq Armada Notebooks, and Compaq Prosignia Notebooks. ✎ Not all features are available on all Compaq products. Troubleshooting Procedures The flowcharts
  • Compaq AP400 | Troubleshooting Guide - Page 7
    . Clearing CMOS ✎ This procedure does not apply to portable computers. 1. Turn off the computer and any peripheral devices that are connected to it. 2. 60 seconds; then replace the jumper. Customer Responsibilities Check the service contract and verify that the customer has taken care of these
  • Compaq AP400 | Troubleshooting Guide - Page 8
    POST Power-On Sequence When a Compaq Personal Computer or workstation is turned on, the computer reads its first instructions from memory. It finds the instructions from the power-on restart vector addressed in ROM and begins executing those instructions. The instructions begin with a series of
  • Compaq AP400 | Troubleshooting Guide - Page 9
    Test→Storage→Hard Drives. 5. Select the specific drive(s) to be tested→Drive Protection System troubleshooting computer problems, and streamlines the service process by enabling quick and easy identification of computer configurations, which is the first step in resolving service cases. The Compaq
  • Compaq AP400 | Troubleshooting Guide - Page 10
    FLOWCHARTS FOR DESKTOP COMPUTERS 1. Initial Troubleshooting, 2-2 2. No Power, Part 1, 2-3 3. No Power, Part 2, 2-4 4. No Power, Part 3. 2-5 5. No Video, Part 1, 2-6 6. No Video, Part 2, 2-7 7. No 17. No O/S Loading from Network, 2-18 18. Non-Functioning Device, 2-19 Quick Troubleshooting Guide 2-1
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    N End N Set voltage to 115V or 230V as required N Go to Page 2-3, No Power N Go to Page 2-6, No Video Y Go to Page 2-9, Error Messages N Go to Page 2-12, No O/S Loading N Go to Page 2-19, Non-Functioning Device Y Run Compaq Configuration Utility, see Chapter 1 2-2 Troubleshooting
  • Compaq AP400 | Troubleshooting Guide - Page 12
    off power, disconnect power cord, and open the computer. Restart computer and return to start of this chart. Go to switch is turned off. To prevent damage to the unit, disconnect the power cord from the power source or the unit before beginning disassembly procedures. Quick Troubleshooting Guide
  • Compaq AP400 | Troubleshooting Guide - Page 13
    Part 1 Caution: Power is continuous to the system board and power supply even when the power switch is turned off. To prevent damage to the unit, disconnect the power cord from the power source Go to Page 2-5, No Power, Part 3 N Power on? Y Done 2-4 Troubleshooting Flowcharts for Desktop Computers
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    the power switch is turned off. To prevent damage to the unit, disconnect the power cord from the power source or the unit before beginning disassembly procedures. Power LED on? N Replace power switch. Y Done Y Power LED on? Done N Replace system board. Quick Troubleshooting Guide 2-5
  • Compaq AP400 | Troubleshooting Guide - Page 15
    and power supply even when the power switch is turned off. To prevent damage to in, turn on, and return to Page 2-2, Initial Troubleshooting. Monitor Y plugged in and turned on? Reconnect monitor to Page 2-2, Initial Troubleshooting. N Notes: 1. Older monitors do not support the amber LED. 2.
  • Compaq AP400 | Troubleshooting Guide - Page 16
    , and open the computer. Reseat processor, riser board, video card, and memory, then clear CMOS. Caution: Power is continuous to the system board and power supply even when the power switch is turned off. 4. Remove cache module on Deskpro 2000 models (if installed). Quick Troubleshooting Guide 2-7
  • Compaq AP400 | Troubleshooting Guide - Page 17
    ? Y Turn off computer and disconnect power. Replace components in system one at a time starting with hard drive. Test system after each replacement for video or beeps. N Integrated video? Y N Replace system board. Replace video card. Video OK? Y Done 2-8 Troubleshooting Flowcharts for Desktop
  • Compaq AP400 | Troubleshooting Guide - Page 18
    board and power supply even when the power switch is turned off. To prevent damage to no color showing. Computer is off. Power LED glows green. Computer is on. Power Riser board not seated. Num Lock LED flashing green. Memory error. Caps Lock LED flashing green. No video. Troubleshooting Guide 2-9
  • Compaq AP400 | Troubleshooting Guide - Page 19
    and power supply even when the power switch is turned off. To prevent damage to memory not present or incompatible. Unplug, open computer, and check memory modules. Ensure memory Compaq website at www.compaq.com. 2L 1S. Scroll Lock blinking. System HW failure prior to video. Unplug, open computer
  • Compaq AP400 | Troubleshooting Guide - Page 20
    power supply even when the power switch is turned off. To prevent set time and date. If error occurs after reboot, unplug and open computer, then check CMOS setting. Error 2xx. Memory Error. See Appendix B for specific definitions. Unplug, open computer, and reseat memory Troubleshooting Guide 2-11
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    2-13 NOTE: Before beginning, always check drive jumpers, cable connections, cable ends, and drives for bent or damaged pins. Network, go to Page 2-18 2-12 Troubleshooting Flowcharts for Desktop Computers
  • Compaq AP400 | Troubleshooting Guide - Page 22
    from network? Y N Go to Page 2-18, No O/S Loading from Network Change boot priority through Computer Setup and reboot. Boot from N hard drive? Y Done Go to Page 2-19, Non-Functioning Device Boot connections, cable ends and drives for bent or damaged pins. Quick Troubleshooting Guide 2-13
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    Y Computer boot? Done N Go to Page 2-15, No O/S Loading from Hard Drive, Part 3 Load O/S using Restore CD if applicable (see note). Note: Refer to the "Customer Responsibilities" section of this document and the customer service contract. 2-14 Troubleshooting Flowcharts for Desktop Computers
  • Compaq AP400 | Troubleshooting Guide - Page 24
    drive. Run DPS test. Boot from hard drive? N Replace hard drive. Y Done Note: Refer to the "Customer Responsibilities" section of this document and the customer service contract. Quick Troubleshooting Guide 2-15
  • Compaq AP400 | Troubleshooting Guide - Page 25
    -Functioning Device Diskette N drive enabled in Computer Setup? Y Enable drive and cold boot computer. Diskette Y drive boot order correct? computer. Notes: Factory Recommended Booting Priority 1. CD-ROM drive if bootable 2. Diskette drive 3. Hard drive 4. Network 2-16 Troubleshooting
  • Compaq AP400 | Troubleshooting Guide - Page 26
    bootable CD. Bootable N CD in drive? Y Try another bootable CD. Install bootable CD and reboot computer. Y Boots from CD? Done N Booting from another device? Y N Go to Page 2-19, Go to Page 2-19, Non-Functioning Device Correct boot order. (see notes) Quick Troubleshooting Guide 2-17
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    working network jack. Compaq N supported NIC? Y Boots N from another device? Y Turn off power, disconnect power cord, open computer, and install Compaq-compatible NIC. Go to 1. CD-ROM drive 2. Diskette drive 3. Hard drive 4. Network 2-18 Troubleshooting Flowcharts for Desktop Computers
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    . • Check SCSI drive ID and termination. • Correct any conflicts. NIC Possible bad NIC, replace card. If integrated NIC, replace system board. Diskette drive Possible bad diskette drive. Replace drive. Go to Page 2-12, No O/S Loading. N Drive boots properly? Y Done Quick Troubleshooting Guide 2-19
  • Compaq AP400 | Troubleshooting Guide - Page 29
    FLOWCHARTS FOR PORTABLE COMPUTERS 1. Initial Troubleshooting, 3-2 2. No Power, Part 1, 3-3 3. No Power, Part 2, 3-4 4. No Power, Part 3, 3-5 5. No Power, Part 4, 3-6 6. No Video, Part 1, 3-7 7. No Device or Keyboard, 3-19 19. No Network or Modem Connection, 3-20 Quick Troubleshooting Guide 3-1
  • Compaq AP400 | Troubleshooting Guide - Page 30
    1. Initial Troubleshooting Begin Troubleshooting Is there power? Y Beeps, LEDs, or error messages? N Go to Page 3-3, No Power N Go to Page B-1, Functioning Device N Go to Page 3-19, Keyboard/Mouse N Go to page 3-20, Network or Modem Connection 3-2 Troubleshooting Flowcharts for Portable Computers
  • Compaq AP400 | Troubleshooting Guide - Page 31
    some models, there is a separate reset button. 2. On some models, the computer may be reset by using the Standby Switch and either the Lid Switch or the Main Power Switch. Done Y Power up N Go to Page 3-9, in docking Non-Functioning station? Docking Station Quick Troubleshooting Guide 3-3
  • Compaq AP400 | Troubleshooting Guide - Page 32
    socket and clean if required. Y Power on? Done N Check battery by recharging, moving it to another PC, or replacing it. Power on? N Replace power supply (if applicable). Y Done N Power on? Y Done Go to Page 3-5, No Power, Part 3 3-4 Troubleshooting Flowcharts for Portable Computers
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    No Power, Part 2 Plug directly into AC outlet. Power LED on? Y Done N Reseat AC adapter in PC and at power source. Power on? Y Done N Power outlet active? N Try different outlet. Y Replace power N Go to page 3-6, No Power, Part 4 Power on? Y Done Quick Troubleshooting Guide 3-5
  • Compaq AP400 | Troubleshooting Guide - Page 34
    . Check computer operation after each N replacement: Power on? 1. Internal DC-DC Converter* 2. Internal AC Adapter 3. Processor board (if applicable)* Y 4. System board* Done * Replace these items as a set to prevent shorting out among the components. 3-6 Troubleshooting Flowcharts for
  • Compaq AP400 | Troubleshooting Guide - Page 35
    one at a time. Test after each item: 1. Cable between PC and internal monitor (if applicable) 2. Inverter board (if applicable) 3. Display LCD 4. System board Video OK? Y N Try another monitor. Internal and N external video OK? Y Replace system board. Done Done Quick Troubleshooting Guide 3-7
  • Compaq AP400 | Troubleshooting Guide - Page 36
    monitor. Video OK? N Go to A page 3-7, No Video Part 1. Y Check for PC properly Y seated in docking station, bent pins on cable, and for monitor connection. Y Y external video OK? N Go to page 3-9, Non-Functioning Docking Station. Done 3-8 Troubleshooting Flowcharts for Portable Computers
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    replace any damaged items in docking station. Done Docking Y station operating? Done N Replace these items one at a time. Check computer operation after each replacement. 1. Power supply 2. I/O board 3. Backplane board 4. Switch box 5. Docking motor mechanism Quick Troubleshooting Guide 3-9
  • Compaq AP400 | Troubleshooting Guide - Page 38
    3-15 Network, go to Page 3-20 NOTE: Before beginning, always check drive jumpers, cable connections, cable ends, and drives for bent or damaged pins. 3-10 Troubleshooting Flowcharts for Portable Computers
  • Compaq AP400 | Troubleshooting Guide - Page 39
    diskette? Y Change boot priority through Computer Setup and reboot. Boot from hard drive? Y Done Go to N Page 3-18, Non-Functioning Device NOTE: Before beginning, always check drive jumpers, cable connections, cable ends and drives for bent or damaged pins. Quick Troubleshooting Guide 3-11
  • Compaq AP400 | Troubleshooting Guide - Page 40
    to Page 3-13, No O/S Loading from Hard Drive, Part 3 Done Note: Refer to the "Customer Responsibilities" section of this document and the customer service contract. Computer boot? Load O/S using Restore CD if applicable. (see note) N Go to Page 3-13, No O/S Loading from Hard Drive, Part 3 3-12
  • Compaq AP400 | Troubleshooting Guide - Page 41
    . Can bad sectors be fixed? Y Fix bad sectors. N Replace hard drive. N Run diags and follow recommendations. Boot from N hard drive? Replace hard drive. Y Done Quick Troubleshooting Guide 3-13
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    ? Y N Go to Page 3-18, Non-Functioning Device Diskette drive enabled in Computer Setup? Y N Enable drive and cold boot computer. Diskette Y drive boot order Clear CMOS. N Change boot priority using F10 Setup. Go to Page 3-18, Non-Functioning Device Bootable diskette in drive? N Install
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    drive. Y Disk in drive? N Bootable disk in drive? Y N Install bootable disk and reboot computer. Install bootable disk. Try another bootable disk. Boots from Y CD or DVD? N Reseat drive. Done 18, Non-Functioning Device Correct boot order using F10 Setup. Quick Troubleshooting Guide 3-15
  • Compaq AP400 | Troubleshooting Guide - Page 44
    , Part 1 No audio. Turn up audio internally and/or externally. Audio? N Y Done PC in Y docking station? N Go to Page 3-17, No Audio, Part 2 Undock N Internal , Part 2 Go to Page 3-9, N Non-Functional Docking Station Audio? Y Done 3-16 Troubleshooting Flowcharts for Portable Computers
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    N Load drivers and set configuration in OS. Connect to external speaker. Audio? Y Replace audio N board and speaker connections in PC if applicable. Y Audio? Done N 1. Replace internal speaker. 2. Replace audio board if applicable. 3. Replace system board. Quick Troubleshooting Guide 3-17
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    . Any physical Y damage? N Clear CMOS. Fix or replace broken item. Reattach device. Close computer, plug in power, and reboot. Device boots N properly? Y Done Hard drive or CD-ROM 3-10, No O/S Loading. N Drive boots properly? Y Done 3-18 Troubleshooting Flowcharts for Portable Computers
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    works? N Replace system board. Y Reseat internal keyboard connector (if applicable). Replace internal keyboard, cable, or pointing device. N OK? Y Done Y OK? N Replace system board. Done Quick Troubleshooting Guide 3-19
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    non-digital line. N NIC/modem configured in OS? N Reload drivers and reconfigure. Y Disconnect all power from PC and open computer. Reseat NIC/modem if applicable. Y OK? N Replace NIC/modem if applicable. Y OK? Done Done N Replace system board. 3-20 Troubleshooting Flowcharts for Portable
  • Compaq AP400 | Troubleshooting Guide - Page 49
    all printer drivers been installed for each application? „Remove all diskettes from the diskette drives before you turn on the system. „Are all switches set correctly? „Is the NIC Remote Wakeup cable (featured on some models) connected between the NIC and the riser/system board? „Are all memory
  • Compaq AP400 | Troubleshooting Guide - Page 50
    the network controller. 1. Smart Lock, featured on some computers, is locked. Unlock using Computer Setup. 2. The Smart Cover FailSafe Key, a device for manually disabling the Smart Cover Lock, is available from Compaq. You'll need the FailSafe Key in cases of forgotten password, power loss, or
  • Compaq AP400 | Troubleshooting Guide - Page 51
    power supply. Power supply shuts down intermittently. 1. Power line selector switch on rear of computer set to wrong voltage. Select the proper AC voltage (115V or 230V). 2. Power supply will not turn on because of internal power supply fault. Replace power supply. Quick Troubleshooting Guide A-3
  • Compaq AP400 | Troubleshooting Guide - Page 52
    write control is enabled. Check the Removable Media write settings in Computer Setup. Invalid media reported. When formatting a diskette in DOS computer reconfiguration directions in the "Hardware Installation Problems" section. 3. See "Non-Functioning Device" Flowchart. A-4 Further Troubleshooting
  • Compaq AP400 | Troubleshooting Guide - Page 53
    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. 3. Check drive jumper settings. If the drive is a secondary drive that has just been installed on
  • Compaq AP400 | Troubleshooting Guide - Page 54
    The QuickBlank feature has been enabled through Computer Setup. Run Computer Setup to disable it. 6. The energy saver feature has been enabled. Press any key or click the mouse button and, if one has been set, type the password. 7. The RGB (Red, Green, Blue) input switch on the back of the monitor
  • Compaq AP400 | Troubleshooting Guide - Page 55
    Reconnect all cables. The printer may be out of paper. Check the paper tray and refill it if it is empty. Select online. Problem System with IDE and SCSI drives will not boot from SCSI hard drive. Possible Solution The IDE drive needs to be disabled. Under the Computer Setup Advanced menu, disable
  • Compaq AP400 | Troubleshooting Guide - Page 56
    workstations). Installed third-party SCSI hard drive adapter not participating in the hard drive ordering sequence provided in F10 Setup and/or is always coming up as the boot device regardless of the predetermined sequence. The third-part adapter is either not supporting BIOS Boot Specification
  • Compaq AP400 | Troubleshooting Guide - Page 57
    The CD-ROM boot is not enabled through the Computer Setup utility. Run the Computer Setup utility and set the drive priorities. 2. Ensure that drive cabling and jumpers are set correctly. To boot a SCSI drive, the drive ID number must be set to 0. 3. See "No O/S Loading from CD-ROM Drive" Flowchart
  • Compaq AP400 | Troubleshooting Guide - Page 58
    . SPD-compliant 168-pin synchronous dynamic random access Out of Memory error. 1. Memory configuration may not be set up correctly; check memory configuration using Device Manager. 2. The computer has run out of memory for the application. Check the application documentation to determine the
  • Compaq AP400 | Troubleshooting Guide - Page 59
    There is a problem with the cable computer. In Windows 95 or Windows NT, select the Network icon at the Control Panel. 3. Network controller interrupt with an expansion board. Under the Computer Setup Advanced menu, change the resource settings for the board. continued Quick Troubleshooting Guide
  • Compaq AP400 | Troubleshooting Guide - Page 60
    Installation. The network controller is not configured properly. Run Computer Setup and modify the Embedded NIC Settings. System Setup utility reports unprogrammed EPROM. 1. Boot the workstation without the network drivers using a system boot diskette and reconfigure the controller. 2. Replace
  • Compaq AP400 | Troubleshooting Guide - Page 61
    system if the peripheral card is using the audio interface setting. You can change settings for integrated audio using Computer Setup. 2. If you are unsure of the settings of the peripheral cards, you can isolate the source of the problem by temporarily removing all cards and other essential cards
  • Compaq AP400 | Troubleshooting Guide - Page 62
    Run Computer Setup (F10 Setup) Not Set RTC (real-time clock) Reset the date and time under battery may need to be Control Panel. If the problem replaced. Battery life is persists, replace the RTC battery. approximately 3 years. * L = Long, S = Short continued Quick Troubleshooting Guide
  • Compaq AP400 | Troubleshooting Guide - Page 63
    Single Bit ECC error. Recommended Action Set the date and time under Control Panel. If the problem persists, replace the RTC battery. Check for proper placement of the CMOS jumper. 1. Run Computer Setup (F10 Setup) or Windows utilities. 2. Make sure memory module(s) (if any) are installed properly
  • Compaq AP400 | Troubleshooting Guide - Page 64
    None A specific error has occurred 1. Verify proper memory module in a RDRAM device installed type. in the identified socket. 2. Try another memory socket. 3. Replace memory module if problem persists. 301-Keyboard Error None Keyboard failure. 1. Reconnect keyboard with computer turned off
  • Compaq AP400 | Troubleshooting Guide - Page 65
    ). 2. Clear CMOS. 3. Verify the monitor is attached and turned on. 4. Replace the graphics controller. Diskette controller circuitry or floppy drive circuitry incorrect. 1. Run Computer Setup (F10 Setup). 2. Check and/or replace cables. 3. Clear CMOS. 4. Replace diskette drive. 5. Replace the
  • Compaq AP400 | Troubleshooting Guide - Page 66
    ports are assigned to same IRQ. 1. Remove any Comm port expansion cards. 2. Clear CMOS. 3. Reconfigure card resources and/or run Computer Setup (F10 Setup). Run Computer Setup or Windows utilities. Device IRQ address conflicts Reset the IRQ. with another device. Quick Troubleshooting Guide B-5
  • Compaq AP400 | Troubleshooting Guide - Page 67
    if applicable. 3. Back up contents and replace hard drive. 1721-SMART SCSI Hard Drive Detects Imminent Failure None Hard drive is about to fail. . 2. Clear CMOS. 3. Reconfigure card resources and/or run Computer Setup (F10 Setup). 1772-Secondary Disk Port 2S Address Assignment Conflict * L =
  • Compaq AP400 | Troubleshooting Guide - Page 68
    . 1. Run Computer Setup (F10 Setup). 2. Clear CMOS. 3. Check cable seating /jumper settings. 4. Run hard drive diagnostics. 5. Disconnect additional drives. 6. Run the Drive Protection System test if available. 7. Replace the hard drive. 8. Replace the system board. Quick Troubleshooting Guide B-7
  • Compaq AP400 | Troubleshooting Guide - Page 69
    Short continued Recommended Action 1. Run Computer Setup (F10 Setup). 2. Clear CMOS. 3. Check cable seating /jumper settings. 4. Run hard drive diagnostics. 5. Disconnect additional drives. 6. Confirm drive is supported on this computer (Large drive ROM support.) 7. Run the Drive Protection System
  • Compaq AP400 | Troubleshooting Guide - Page 70
    , S = Short continued None 2L, 1S Failed Boot Block. System board hardware failure (prior to video). 1. Check memory module. 2. Remove and reseat memory module. 3. See "Memory Problems" in Appendix A. Reflash the ROM using a ROMPaq diskette. Replace system board. Quick Troubleshooting Guide B-9
  • Compaq AP400 | Troubleshooting Guide - Page 71
    . 2. Remove and reseat memory module. 3. See the "Solving Memory Problems" section of this guide. Red power LED ON None Processor unseated. Reseat processor in system board. XXOOOYZZ Parity Check None * L = Long, S = Short Parity RAM failure. Run Computer Setup and Diagnostic Utilities. B-10
  • Compaq AP400 | Troubleshooting Guide - Page 72
    Compaq computers have a complete series of POST error messages that no code numbers assigned to them. Use the information below for those computers. An error message results if the Power-On Self-Test (POST) encounters a problem to hear audible beeps during POST. Quick Troubleshooting Guide C-1
  • Compaq AP400 | Troubleshooting Guide - Page 73
    the BIOS POST diskette tests. Recommended Action 1. Run Setup. 2. Replace the signal cable. 3. Replace the drive. Extended RAM Failed at Offset, nnn Extended memory A: is 1. Run Setup. not correctly identified. 2. Replace the diskette drive. Invalid NVRAM Media Type Problem with NVRAM (CMOS)
  • Compaq AP400 | Troubleshooting Guide - Page 74
    Video BIOS Shadowed Video BIOS successfully copied to shadow RAM. Recommended Action Status message. No action required. Run Setup. Run Setup. Replace memory modules. Replace the system board. Status message. No action required. Status message. No action required. Quick Troubleshooting Guide C-3
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Quick Troubleshooting Guide
Compaq Deskpro Family of Personal Computers
Compaq Deskpro Workstations
Compaq Professional Workstations
Compaq Armada Notebooks
Compaq Prosignia Notebooks