Compaq dc7100 Troubleshooting Guide

Compaq dc7100 - Convertible Minitower PC Manual

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  • Compaq dc7100 | Troubleshooting Guide - Page 1
    Troubleshooting Guide Business Desktops Document Part Number: 361204-001 May 2004 This guide provides helpful hints and solutions for troubleshooting the above products as well as scenarios for possible hardware and software problems.
  • Compaq dc7100 | Troubleshooting Guide - Page 2
    -DOS, Windows, and Windows NT are trademarks of Microsoft Corporation in the U.S. and other countries. The only warranties for HP products and services are set damage to equipment or loss of information. Troubleshooting Guide Business Desktops First Edition (May 2004) Document Part Number: 361204-001
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    1-11 2 Troubleshooting Without Diagnostics Safety and Comfort 2-1 Before You Call for Technical Support 2-2 Helpful Hints 2-4 Solving General Problems 2-6 Solving Power Supply Problems 2-10 Solving Diskette Problems 2-12 Solving Hard Drive Problems 2-15 Solving MultiBay Problems 2-18 Solving
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    DVD Problems 2-39 Solving Drive Key Problems 2-41 Solving Internet Access Problems 2-41 Solving Software Problems 2-44 Contacting Customer Support for Windows C-2 Accessing DPS Through Computer Setup C-3 D Setting up Analog/Digital Audio Output Index iv www.hp.com Troubleshooting Guide
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    party devices not supported by HP may not be detected by Diagnostics for Windows. Save, print, or display the information generated by the utility. You should run tests and have the printed report available before placing a call to the Customer Support Center. Troubleshooting Guide www.hp.com
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    Record and Diagnostics for Windows are included, the Diagnostics for Windows utility is installed. ❏ If icons for Configuration Record and Diagnostics for Windows are not included, the Diagnostics for Windows utility may be loaded, but not installed. 1-2 www.hp.com Troubleshooting Guide
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    the computer to complete the installation of Diagnostics for Windows. ✎ If you want to upgrade an existing version of Diagnostics for Windows installed on the computer, visit www.hp.com/support to locate and download the latest Diagnostics for Windows SoftPaq. Troubleshooting Guide www.hp.com 1-3
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    selected category, click More in the Information Level box in the lower left corner of the window or click Level at the top of the screen and select More. 4. Review, print, and you selected. 5. To exit Diagnostics for Windows, click File, and then click Exit. 1-4 www.hp.com Troubleshooting Guide
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    and audio information ■ Windows-Windows information ■ Architecture-PCI Device information ■ Resources-IRQ, I/O, and Memory Map information ■ Health-Status of system temperature and hard drives ■ Miscellaneous-CMOS, DMI, BIOS, System, Product Name, and Serial Number Troubleshooting Guide www.hp.com
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    first start the utility. The left side of the window shows hardware information, and the right side of the window shows software information. ■ Test-The Test window allows you to choose various parts of the system can select Interactive Mode or Unattended Mode. 1-6 www.hp.com Troubleshooting Guide
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    displayed when testing is complete. 5. Click the Begin Testing button at the bottom of the window. Test Status is displayed, showing the progress and result of each test. For more details on the tests run, passed, and failed during the current testing session. Troubleshooting Guide www.hp.com 1-7
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    , you may be able to solve some problems yourself. 10. Click Print or save the error information in case you need to contact an authorized dealer, reseller, or service provider for assistance. 11. To exit Diagnostics for Windows, click File, then click Exit. 1-8 www.hp.com Troubleshooting Guide
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    information obtained by the utility is useful in troubleshooting system problems, and streamlines the service process by enabling quick and easy identification of Now.log file in a split window with the differences between the two highlighted in the color red. Troubleshooting Guide www.hp.com 1-9
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    Record, click View at the top of the window and select Show All, or click the Show All Items icon. 3. To service provider if the system ever encounters a problem that needs debugging. 4. To exit Configuration Record, click File, then click Exit. 1-10 www.hp.com Troubleshooting Guide
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    Software The Windows operating system and software can be restored to the original state that they were when you purchased the computer by using the Restore Plus! CD. See the documentation included with the Restore Plus! CD for complete instructions on using this feature. Troubleshooting Guide www
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    Computer Diagnostic Features 1-12 www.hp.com Troubleshooting Guide
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    Troubleshooting Without Diagnostics This chapter provides information on how to identify and correct minor problems, such as diskette drive, hard drive, optical drive, graphics, audio, memory, and software problems. If you encounter problems to the Safety & Comfort Guide on the Documentation CD and
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    Troubleshooting Without Diagnostics 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 for Windows utility. Refer to Chapter 1, "
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    Support Center (BSC) at www.hp.com/go/bizsupport for the latest online support information, software and drivers number before calling. ■ Spend time troubleshooting the problem with the service technician. ■ Remove any hardware that service provider or dealer. Troubleshooting Guide www.hp.com 2-3
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    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" for instructions. 2-4 www.hp.com Troubleshooting Guide
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    Troubleshooting Without Diagnostics ■ 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 (diskette, CD, or USB device) from the system before turning it on. ■ If you have
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    Troubleshooting Without Diagnostics Solving General Problems You may be able to easily resolve the general problems described in this section. If a problem ). If the problem persists, replace the RTC battery. See the Hardware Reference Guide on the Documentation CD for instructions on installing a
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    Troubleshooting Without Diagnostics Solving General Problems (Continued) Problem Cause Lock using Computer Setup. The Smart Cover FailSafe Key, a device for manually disabling the Smart Cover Lock, is available from HP. You will Restart the computer. Troubleshooting Guide www.hp.com 2-7
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    Troubleshooting Without Diagnostics Solving General Problems (Continued) Problem Cause Computer powered off automatically and the Power LED flashes Red two that the fan assembly is properly attached. 5. Contact an authorized reseller or service provider. 2-8 www.hp.com Troubleshooting Guide
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    Troubleshooting Without Diagnostics Solving General Problems (Continued) Problem Cause System does not power on and the LEDs on the front of the computer are on the system board is not turned on, then replace the power supply. 6. Replace the system board. Troubleshooting Guide www.hp.com 2-9
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    Troubleshooting Without Diagnostics Solving Power Supply Problems Common causes and solutions for power supply problems are listed in the following table. Solving Power Supply Problems Problem . 5. Contact an authorized reseller or service provider. 2-10 www.hp.com Troubleshooting Guide
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    the connector on the system board. 3. Check if a device is causing the problem by removing ALL attached devices (such as hard, diskette, or optical drives, and Contact an authorized service provider to replace the power supply. 5. Replace the system board. Troubleshooting Guide www.hp.com 2-11
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    Windows Explorer select the disk (A) drive. 2. Right-click the drive letter and select Format. 3. Select the desired options, and click Start to begin formatting the diskette. Diskette is write-protected. Use another diskette or remove the write protection. 2-12 www.hp.com Troubleshooting Guide
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    Troubleshooting Without Diagnostics Solving Diskette Problems (Continued) Problem Cause Diskette Computer Setup and enable Legacy Diskette Write in Storage > Storage Options. In Windows XP, right-click Start, click Explore, and select a drive. Select File Troubleshooting Guide www.hp.com 2-13
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    Troubleshooting Without Diagnostics Solving Diskette Problems (Continued) Problem Cause "Invalid system disk" message is displayed. A diskette that does not contain the enable Removable Media Boot in Storage > Storage Options > Removable Media Boot. 2-14 www.hp.com Troubleshooting Guide
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    If necessary, reformat the hard disk. In Windows XP, right-click Start, click Explore, driver problem. If it is not listed, the probable cause is a hardware problem. If this is a newly installed drive, enter Computer Setup and try adding a POST delay under Advanced > Power-On. Troubleshooting Guide
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    Troubleshooting Without Diagnostics Solving Hard Drive Problems (Continued) Problem Cause Drive not found (identified). Drive jumper settings (continued) may be incorrect. Nonsystem disk/ Computer Setup and select Security > Restore Master Boot Record. 2-16 www.hp.com Troubleshooting Guide
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    Troubleshooting Without Diagnostics Solving Hard Drive Problems (Continued) Problem Cause Nonsystem disk/NTLDR missing message. (continued) System files missing or not the bootable hard drive's controller is listed immediately under the Hard Drive entry. Troubleshooting Guide www.hp.com 2-17
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    . Solving MultiBay Problems Solving MultiBay Problems Problem Cause Drive not found. You attempted to hot plug a removable hard drive that has DriveLock security enabled. (This feature supported on select models only.) MultiBay is hidden in Computer Setup. Solution Shut down Windows and turn
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    Troubleshooting Without Diagnostics 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. Solving Display Problems Problem the Desktop Management Guide on the Documentation
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    Troubleshooting Without Diagnostics Solving Display Problems (Continued) Problem Cause 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 2-20 www.hp.com Troubleshooting Guide
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    Troubleshooting Without Diagnostics Solving Display Problems (Continued) Problem Cause Blank screen and the power LED flashes and the monitor. Install the video drivers included in the upgrade kit. Change requested resolution. Replace the graphics card. Troubleshooting Guide www.hp.com 2-21
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    Troubleshooting Without Diagnostics Solving Display Problems (Continued) Problem Cause The . Degauss the monitor. Refer to the documentation that came with the monitor for instructions. None. It is normal for the degaussing coil to be activated when the monitor .hp.com Troubleshooting Guide
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    /support 1. Reseat the graphics card. 2. Replace the graphics card. Use the Character Map to locate the and select the appropriate symbol. Click Start > All Programs > Accessories > System Tools > Character Map. You can copy the symbol from the Character Map into a document. Troubleshooting Guide
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    Troubleshooting Without Diagnostics 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. Solving Audio Problems Problem -intensive applications. In Windows XP: 1. From Troubleshooting Guide
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    Troubleshooting Without Diagnostics Solving Audio Problems (Continued) Problem Cause Solution Sound does not come out of the speaker or headphones. (continued) The external four seconds. Otherwise, the computer will shut down and you will lose your data. Troubleshooting Guide www.hp.com 2-25
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    Troubleshooting Without Diagnostics Solving Audio Problems (Continued) Problem Cause Solution a stereo-to-mono adapter is not available, use the multimedia device properties to manually switch the audio signal from analog to digital. 3. If the headphones have www.hp.com Troubleshooting Guide
  • Compaq dc7100 | Troubleshooting Guide - Page 43
    the power cord and electrical outlet. Install the correct printer driver for the application. Reconnect all cables. Reset the printer by turning it off for one minute, then turn it back on. Check the paper tray and refill it if it is empty. Select online. Troubleshooting Guide www.hp.com 2-27
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    Troubleshooting Without Diagnostics 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. Solving Keyboard Problems Problem Cause Solution
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    Troubleshooting Without Diagnostics Solving Mouse Problems Problem Cause Solution Mouse does not respond to movement or is too slow. Mouse connector is not properly plugged into the back of the computer. Shut
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    must reconfigure the computer after completing installation of the new hardware. In Windows XP, use the Add Hardware Wizard and follow the instructions that appear on the screen. Solving Hardware Installation Problems Problem Cause A new device is not recognized as part of the system. Device
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    Troubleshooting Without Diagnostics Solving Hardware Installation Problems (Continued) Problem causes. 3. If you still cannot resolve the issue, contact Customer Support. Power LED flashes Red five times, once every second, followed by the system board. Troubleshooting Guide www.hp.com 2-31
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    Troubleshooting Without Diagnostics Solving Hardware Installation Problems (Continued) Problem Cause Solution Power LED flashes Red ten times, once every second, followed by a two second , remove and replace bad option card. 3. Replace the system board. 2-32 www.hp.com Troubleshooting Guide
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    . Solving Network Problems Problem Cause Wake-on-LAN feature is not functioning. Wake-on-LAN is not enabled. Network driver does not detect controller documentation for the correct driver or obtain the latest driver from the manufacturer's Web site. Troubleshooting Guide www.hp.com 2-33
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    the Network Connections applet within Windows for link status. 1. Run Computer Setup and enable network controller. 2. Enable the network controller in the operating system via Device Manager. Reinstall network drivers. See the Network & Internet Communications Guide on the Documentation CD. Disable
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    the board. Reinstall the network drivers, using the Restore Plus! CD. Ensure that the cable is securely attached to the network connector and that the other end of the cable is securely attached to the correct device. Contact an authorized service provider. Troubleshooting Guide www.hp.com 2-35
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    Troubleshooting Without Diagnostics Solving Network Problems (Continued) Problem Cause New network card will not boot. New , and that the Remote System Installation Server contains the NIC drivers for your NIC. Contact an authorized service provider. 2-36 www.hp.com Troubleshooting Guide
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    Troubleshooting Without Diagnostics Solving Memory Problems If you encounter memory problems, some common causes and solutions are listed in the following table. Ä CAUTION: For those systems that support ECC memory, HP does not support memory to the computer. Troubleshooting Guide www.hp.com 2-37
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    Troubleshooting Without Diagnostics Solving Memory Problems (Continued) Problem Cause Power LED flashes Red five times, once every second, followed by a two second pause, properly. 1. Check to see that the processor is present. 2. Reseat the processor. 2-38 www.hp.com Troubleshooting Guide
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    Troubleshooting Without Diagnostics 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. Solving CD-ROM and DVD Problems Problem Cause System will
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    Troubleshooting Without Diagnostics Solving CD-ROM and DVD Problems (Continued) Problem Cause uninstall the device in question. 2. Restart the computer and let Windows detect the CD or DVD driver. Recording audio CDs is difficult or impossible. Wrong or poor 40 www.hp.com Troubleshooting Guide
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    Troubleshooting Without Diagnostics Solving Drive Key Problems If you encounter Drive Key problems, common causes and solutions are listed in the following table. Solving Drive Key Problems Problem Cause Drive Key is not seen as a drive letter in Windows XP. The drive letter after the last
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    Troubleshooting Without Diagnostics Solving Internet Access Problems (Continued) Problem Cause Solution Unable to connect to the Internet. (continued) Cable/DSL service information that the Web server can later retrieve.) In Windows XP: 1. Select Start > Control Panel. 2. Troubleshooting Guide
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    , then click Properties. 7. Under Device status, verify that the modem is working properly. 8. Under Device usage, verify the modem is enabled. 9. If there are further problems, click the Troubleshoot button and follow the on-screen instructions. Troubleshooting Guide www.hp.com 2-43
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    system, check to be sure it is supported on the system. Where available, run the Configuration Record utility to determine if any changes have been made to the software which may be causing a problem. Refer to the "Configuration Record" section in this guide for more information. If you encounter
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    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 CD for technical assistance. Troubleshooting Guide www.hp.com 2-45
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    Troubleshooting Without Diagnostics 2-46 www.hp.com Troubleshooting Guide
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    or computer restart, the probable source of the problem, and steps you can take to resolve the error occurs, the screen will display the error message. To manually switch to the POST Messages Enabled mode during POST, press any Guide on the Documentation CD. Troubleshooting Guide www.hp.com A-1
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    B, "Password Security and Resetting CMOS.") 5. If the message disappears, there may be a problem with the expansion card. 6. Replace the system board. 1. Clear CMOS. (See Appendix B, Resetting CMOS.") 2. Remove expansion boards. 3. Replace the system board. A-2 www.hp.com Troubleshooting Guide
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    date and time under Control Panel. If the problem persists, replace the RTC battery. See the Hardware Reference Guide on the Documentation CD for instructions on installing a new battery, or contact an authorized dealer or reseller for RTC battery replacement. Troubleshooting Guide www.hp.com A-3
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    the problem persists, replace the RTC battery. See the Hardware Reference Guide on the Documentation CD for instructions on memory changes. Memory configuration incorrect. 1. Run Computer Setup or Windows utilities. 2. Make sure the memory module(s) are installed properly. Troubleshooting Guide
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    was recently added, remove it to see if the problem remains. 2. Check product documentation for memory support information. 301-Keyboard Error Keyboard failure. 1. Reconnect keyboard Reconnect keyboard with computer turned off. 2. Replace the system board. Troubleshooting Guide www.hp.com A-5
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    CPUB Fan not Detected CPU fan is not connected or may have malfunctioned. 1. Reseat CPU fan. 2. Reseat fan cable. 3. Replace CPU fan. A-6 www.hp.com Troubleshooting Guide
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    detected unreliable Integrated graphics controller display cache is not working properly and will be disabled. Replace system board if minimal graphics degrading is an issue. Troubleshooting Guide www.hp.com A-7
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    card. 1. Remove any serial port expansion cards. 2. Clear CMOS. (See Appendix B, "Password Security and Resetting CMOS.") 3. Reconfigure card resources and/or run Computer Setup or Windows utilities. A-8 www.hp.com Troubleshooting Guide
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    Password Security and Resetting CMOS.") 3. Reconfigure card resources and/or run Computer Setup or Windows utilities. 1155-Serial Port Address Conflict Detected Both external and internal serial ports are and reset the IRQ in Advanced > Onboard Devices. Troubleshooting Guide www.hp.com A-9
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    not supported by the Multibay option). (for integrated Multibay/ USDT systems) 1. Multibay device not properly seated. 2. Multibay riser not properly seated. 1. Ensure the Multibay device is fully inserted. 2. Ensure the Multibay riser is properly seated. A-10 www.hp.com Troubleshooting Guide
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    Computer Setup. 1. If using Windows 2000 or Windows XP, change "SATA Emulation" to "Separate IDE Controller" in Computer Setup. 2. If not using Windows 2000 or Windows XP, relocate the affected device . 3. Replace the processor. 4. Replace the system board. Troubleshooting Guide www.hp.com A-11
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    Messages (Continued) Code/Message Probable Cause Recommended Action 1801-Microcode Patch Error Processor is not supported by ROM BIOS. 1. Upgrade BIOS to proper version. 2. Change the processor. 1998- number under Security, System ID, then save changes. A-12 www.hp.com Troubleshooting Guide
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    fan is fully/properly seated or installed. 2. If the fan is plugged in and seated properly, but is not spinning, then replace the processor fan. Troubleshooting Guide www.hp.com A-13
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    mode (select models only) or normal Suspend mode. None required. Press any key or move the mouse to wake the computer. A-14 www.hp.com Troubleshooting Guide
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    authorized reseller or service provider. Red Power LED 3 flashes three times, once every second, followed by a two second pause. Processor not installed (not an indicator of bad processor). 1. Check to see that the processor is present. 2. Reseat the processor. Troubleshooting Guide www.hp
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    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, diskette, or optical drives, and expansion cards). Power with integrated graphics, replace the system board. A-16 www.hp.com Troubleshooting Guide
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    pause. 10 Bad option card. 1. Check each graphics card by removing the card (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. Troubleshooting Guide www.hp
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    . 5. If the 3V_aux light on the system board is not turned on, then replace the power supply. 6. Replace the system board. A-18 www.hp.com Troubleshooting Guide
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    be established through the Computer Setup Utilities menu. This computer supports two security password features that are established through the Computer Computer Setup (F10) Utility Guide on the Documentation CD for information on backing up the CMOS settings. Troubleshooting Guide www.hp.com B-1
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    a grounded metal object. See the Safety & Regulatory Information guide on the Documentation CD for more information. 3. Remove the Map (IPM) for that particular system. The IPM can be downloaded from www.hp.com/support. 5. Remove the jumper from pins 1 and 2. Place the jumper on either pin 1
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    Refer to the Computer Setup (F10) Utility Guide on the Documentation CD for Computer Setup instructions. Clearing and Resetting the CMOS The computer's configuration . See the Safety & Regulatory Information guide on the Documentation CD for more information. Troubleshooting Guide www.hp.com B-3
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    are needed later. Back up is easily done through Computer Setup. See the Computer Setup (F10) Utility Guide on the Documentation CD for information on backing up the CMOS settings. 4. Locate, press, and hold the . 5. Replace the computer cover or access panel. B-4 www.hp.com Troubleshooting Guide
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    not, however, force hardware rediscovery. See the Desktop Management Guide on the Documentation CD for further instructions on reestablishing passwords. For instructions on Computer Setup, see the Computer Setup (F10) Utility Guide on the Documentation CD. Troubleshooting Guide www.hp.com B-5
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    Password Security and Resetting CMOS B-6 www.hp.com Troubleshooting Guide
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    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. Troubleshooting Guide www.hp.com C-1
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    1. Turn on the computer and select Start > Control Panel > Diagnostics for Windows. A choice of five possible headings appears in the Diagnostics screen: Overview, be recorded and reported to your service provider for help in diagnosing the computer problem. C-2 www.hp.com Troubleshooting Guide
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    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. Troubleshooting Guide www.hp.com C-3
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    Drive Protection System (DPS) C-4 www.hp.com Troubleshooting Guide
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    the "+" next to Audio Devices to expand it. 7. Highlight the appropriate driver by clicking it. 8. Click Properties. 9. Click Settings. 10. Change the Output Mode to the desired setting. 11. Click OK to close the Properties panel. 12. Close the Control Panel. Troubleshooting Guide www.hp.com D-1
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    Setting up Analog/Digital Audio Output D-2 www.hp.com Troubleshooting Guide
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    Record Utility installing 1-10 overview 1-9 running 1-10 Customer Support 2-2, 2-45 D date and time display 2-6 Diagnostics for Windows detecting 1-2 installing 1-3 menu bar 1-5 overview 1-1 running tests 1-6 tool bar 1-5 Index diskette problems 2-12 Drive Key problems 2-41 Drive Protection
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    2-10 printer 2-27 processor 2-38 software 2-44 processor problems 2-38 Q Quick Boot A-1 R resetting CMOS B-1 password jumper B-1 RTC battery A-4 S security password B-1 setup password B-1 software protecting 1-11 restoring 1-11 software problems 2-44 Index-2 www.hp.com Troubleshooting Guide
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Troubleshooting Guide
Business Desktops
Document Part Number: 361204-001
May 2004
This guide provides helpful hints and solutions for troubleshooting
the above products as well as scenarios for possible hardware and
software problems.