Compaq dc7900 Troubleshooting Guide

Compaq dc7900 - Convertible Minitower PC Manual

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  • Compaq dc7900 | Troubleshooting Guide - Page 1
    Troubleshooting Guide Business PCs
  • Compaq dc7900 | Troubleshooting Guide - Page 2
    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 Hewlett-Packard Company. Troubleshooting Guide Business PCs First Edition (July 2008) Document Part Number:
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    About This Book WARNING! Text set off in this manner indicates that failure to follow directions could result in bodily harm or loss of life. CAUTION: Text set off in this manner indicates that failure to follow directions could result in damage to equipment or loss of information. NOTE: Text set
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    iv About This Book ENWW
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    Software ...5 HP Backup and Recovery Manager ...6 2 Troubleshooting Without Diagnostics Safety and Comfort ...7 Before You Call for Technical Support 7 Helpful Hints ...8 Solving General Problems ...10 Solving Power Problems ...14 Solving Diskette Problems ...16 Solving Hard Drive Problems ...19
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    Problems ...48 Contacting Customer Support ...49 Appendix A POST Error Messages POST Numeric Codes and Text Messages 51 Interpreting POST Diagnostic Front Panel LEDs and Audible Codes 57 Appendix B Password Security and Resetting CMOS Resetting the Password Jumper ...62 Clearing and Resetting
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    click Next. 3. Follow the instructions in the wizard to create a Recovery Disc Set. 4. Use Windows Explorer to search the Recovery Disc Set for the CD with the compaq\hpdiags directory. 5. While the computer is on, insert the CD into an optical drive on the computer. ENWW HP Insight Diagnostics 1
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    Provides system BIOS and PCI device information. Asset Control-Shows product name, asset tag, system serial number, and processor information. Communication-Shows information about the computer parallel (LPT) and serial (COM) port settings, plus USB and network controller information. Graphics-Shows
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    also choose the type of test and testing mode. There are three types of tests to are run. For each test type, there are two test modes the Test tab. 2. Select the tab for the type of test you want to run: Quick, Complete, or status of the selected tests. The type of test executed (Quick, Complete
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    replaced the type of Code provides a numerical code for the failure. The error codes are HP Insight Diagnostics tab, an Error Codes tab, and a Test Components tab. The HP problem. To find an error code description quickly, enter the code in the box at the top of the tab and click the Find Error Codes
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    then remove the CD from the optical drive. Downloading the Latest Version of HP Insight Diagnostics 1. Go to http://www.hp.com. 2. Click the Software & Drivers link. 3. Select Download drivers and software (and firmware). 4. Enter your product number (for example, dc7900) in the text box and press
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    Backup and Recovery Manager, refer to the HP Backup and Recovery Manager User Guide by selecting Start > HP Backup and Recovery > HP Backup and Recovery Manager Manual. NOTE: You can order a Recovery Disc Set from HP by calling the HP support center. Go to the following Web site, select your region
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    to try to isolate the exact problem before calling for technical support. ● Run the HP diagnostic tool. ● Run the hard drive self-test in Computer Setup. Refer to the Computer Setup (F10) Utility Guide for more information. ● Check the Power LED on the front of the computer to see if it is flashing
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    call is handled properly: ● Be in front of your computer when you call. ● Write down the computer serial number, product ID number, and monitor serial number before calling. ● Spend time troubleshooting the problem with the service technician. ● Remove any hardware that was recently added to your
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    not restart, press 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 on page 33 for instructions. ● Be sure that all the needed device drivers have been installed. For
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    prolongs the life of the RTC battery. First, reset the date and time under Control Panel (Computer Setup can also be used to update the RTC date and time). If the problem persists, replace the RTC battery. See the Hardware Reference Guide for instructions on installing a new battery, or contact an
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    HP. You will need the FailSafe Key in case of forgotten password, power loss, or computer malfunction. Order PN 166527-001 for the wrenchstyle key or PN 166527-002 for the screwdriver bit key. Poor performance is experienced. Cause Processor is hot. Hard drive is full. Low on memory. Hard drive
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    replace the heatsink/fan assembly. 4. Contact an authorized reseller or service provider. System does not power on and the LEDs on the front of the computer are not flashing. Cause Solution System unable to power on. Press and hold the power button for less than 4 seconds. If the hard drive
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    to the system board. 4. Check to see if the 5V_aux light on the system board is turned on. If it is turned on, then replace the power button harness. 5. If the 5V_aux light on the system board is off, then replace the power supply. 6. Replace the system board. ENWW Solving General Problems 13
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    on because of internal power supply Contact an authorized service provider to replace the power fault. supply. Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two second pause, and the computer beeps two times. (Beeps stop after fifth
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    Solving Power Problems (continued) Power LED flashes Red four times, once every second, followed by a two second pause, and the computer beeps four times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution the power supply adapter with the HP-supplied USDT power supply
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    . NOTE: You may need to reconfigure the computer when you add or remove hardware, such as an additional diskette drive. See Solving Hardware Installation Problems on page 33 for instructions. Table 2-3 Solving Diskette Problems Diskette drive light stays on. Cause Solution Diskette is damaged
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    the system files needed to start When drive activity stops, remove the diskette and press the the computer has been inserted in the drive. Spacebar. The computer should start up. Diskette error has occurred. Restart the computer by pressing the power button. ENWW Solving Diskette Problems 17
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    Table 2-3 Solving Diskette Problems (continued) Cannot Boot to Diskette. Cause Diskette is not bootable. Diskette boot has been disabled in Computer Setup. Network server mode is enabled in Computer Setup. Solution Replace with a bootable diskette. 1. Run Computer Setup and enable diskette boot in
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    listed, the probable cause is a driver problem. If it is not listed, the probable cause is a hardware problem. If this is a newly installed drive, run the Computer Setup utility and try adding a POST delay under Advanced > Power-On. The device is attached to a SATA port that has been hidden in Run
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    Type" to "Hard Disk" in the device's details under Storage > Device Configuration. Hard drive is damaged. Observe if the front panel Power LED is blinking RED and if any beeps are heard. See Appendix A, POST Error Messages on page 50 to determine possible causes for the blinking red and beep codes
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    in the carrier. The removable hard drive enclosure is beeping and the green LED is flashing. Cause Solution Fan failure alarm on the removable hard drive enclosure has Shut down the computer and contact HP for a replacement been activated. enclosure. ENWW Solving Hard Drive Problems 21
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    from an SD/Memory Stick/ PRO card not supported. on the correct Computer (Windows XP) or Computer (Windows Vista), right-click on the corresponding drive icon, and select Eject. Then pull the card out of the slot. NOTE: Never remove the card when the green LED is flashing 22 Chapter 2 Troubleshooting
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    Problems (continued) After installing the media card reader and booting to Windows, the reader and the inserted cards are not recognized by the computer was just installed into the computer and you are turning the reader and the available ports, and then recognize the PC on for the first time.
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    and, if set, type your password. System ROM is corrupted; system is running in Boot Block Emergency Recovery Mode (indicated by eight beeps). Reflash the system ROM with the latest BIOS image. See the "Boot Block Emergency Recovery Mode" section of the Desktop Management Guide for more information
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    -party memory with HP memory. 4. Replace the system board. Blank screen and the power LED flashes Red six times, once every second, followed by a two second pause, and the computer beeps six times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution Pre-video graphics
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    Cause Solution Video resolution and refresh rate are set higher than what the Restart the computer and enter Safe Mode. Change the monitor supports. settings to a supported setting then restart the computer so that the new settings take effect. 26 Chapter 2 Troubleshooting Without Diagnostics
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    select the appropriate monitor, and download either SP32347 or SP32202: http://www.hp.com/support Graphics card is not seated properly or is bad. 1. Reseat the graphics card. 2. Replace the graphics card. Certain typed symbols do not appear correct. Cause Solution The font you are using does
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    Problems If the computer has audio features and you encounter audio problems, see the common causes and solutions listed in the following table. Table 2-7 Solving Audio Problems Computer is in standby mode. Press the power button to resume from standby mode. 28 Chapter 2 Troubleshooting Without
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    the headphone connector on the The rear audio output connector is for powered audio devices front of the computer. and is not designed for headphone use. Computer appears to be locked up while recording audio. Cause Solution The hard disk may be full. Before recording, make sure there is enough
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    and solutions listed in the following table. Table 2-8 Solving Printer Problems Printer will not print. Cause Solution Printer is not turned on properly. Printer memory may be overloaded. Solution Install the correct printer driver for the application. Reconnect all cables. Reset the printer by
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    Problems Keyboard commands and typing are not recognized by the computer. Cause Solution Keyboard connector is not properly connected. 1. On the Windows XP Desktop standby mode, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose
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    Problems (continued) Mouse does not respond to movement or is too slow. Cause Mouse may need cleaning. Mouse may need repair. Computer hold down the power button for more than four seconds. Otherwise, the computer will shut down computer stores. 32 Chapter 2 Troubleshooting Without Diagnostics ENWW
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    correct memory modules and to verify the proper installation. NOTE: DIMM 1 must always be installed. 2. Observe the beeps and LED lights on the front of the computer. Beeps and flashing LEDs are codes for specific problems. 3. If you still cannot resolve the issue, contact Customer Support. ENWW
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    -party memory with HP memory. 4. Replace the system board. Power LED flashes Red six times, once every second, followed by a two second pause, and the computer beeps six times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution Graphics card is not seated properly
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    not discuss the process of debugging the network cabling. Table 2-12 Solving Network Problems Wake-on-LAN feature is not functioning. Cause Solution Wake-on-LAN is Click the Power Management tab, then select the check box to Allow this device to wake the computer. Network driver does not detect
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    correct connector. There is a problem with the cable or a device service provider. Diagnostics passes, but the computer does not communicate with the network. Cause Solution Network drivers are not loaded, or driver parameters do not Make sure the network drivers are loaded and that the driver
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    are corrupted. The cable is not securely connected. The network controller is defective. Reinstall the network drivers, using the Recovery Disc Set created from the hard drive's Recovery Partition. Ensure that the cable is securely attached to the network connector and that the other end of the
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    Solving Memory Problems If you encounter memory problems, some common causes and solutions are listed in the following table. CAUTION: Power may still be supplied to the DIMMs when the computer is turned off (depending on the Management Engine (ME) settings). To avoid damage to the DIMMs or the
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    computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution Memory is installed incorrectly or is bad. 1. Reseat DIMMs. Power on the system. 2. Replace DIMMs one at a time to isolate the faulty module. 3. Replace third-party memory with HP memory
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    is present. 2. Reseat the processor. Power LED flashes Red eleven times, once every support a feature previously 1. Install a TXT capable processor. enabled on this system. 2. Disable TXT in the Computer Setup (F10) utility. 3. Reinstall the original processor. 40 Chapter 2 Troubleshooting
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    , the probable cause is a driver problem. If it is not listed, the probable cause is a hardware problem. If this is a newly installed drive, run the Computer Setup utility and try adding a POST delay under Advanced > Power-On Options. The device is attached to a SATA port that has been hidden in
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    -insert the media with the label facing up. The DVD-ROM drive takes longer to start because it has to determine the type of media played, such as audio or video. Wait at least 30 seconds to let the DVD-ROM drive determine the type of media being played. If the disc still does not
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    USDT computer boots too slow after removing a CD-ROM or DVD drive. Cause Solution The system is searching for the drive during boot because the Disconnect the drive cable from the system board. drive cable is still attached to the system board. ENWW Solving CD-ROM and DVD Problems 43
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    Bootable Device: Supported USB Flash Media Device" section of the Service Reference Guide. The computer boots to DOS after making a bootable flash drive. Cause Solution Flash drive is bootable. Install the flash drive only after the operating system boots. 44 Chapter 2 Troubleshooting Without
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    power, be sure one end is connected to the device and one end is connected to a live outlet. 1. Install the correct driver for the device. 2. You might need to reboot the computer. 1. If possible, replace the cable. 2. Restart the computer. 1. Replace the device. 2. Restart the computer. USB ports
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    Problems Unable to connect to the Internet. Cause Solution Internet Service see a "power" LED light on the front of the cable/DSL modem. Cable/DSL service is not modem and the computers's RJ-45 connector. (If the connection is good, the "PC" LED light on Troubleshooting Without Diagnostics ENWW
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    Table 2-18 Solving Internet Access Problems (continued) Internet takes too long to download Web sites Manager area, click the Device Manager button. 5. Double-click Modems. 6. Double-click Agere Systems PCI-SV92PP Soft Modem. 7. On the General tab, click Diagnostics. 8. Click Query Modem. A "
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    operating system, check to be sure it is supported on the system. If you encounter software problems, see the applicable solutions listed in the following table. Table 2-19 Solving Software Problems Computer will not continue and no HP logo screen has appeared. Cause Solution POST error
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    http://www.hp.com. NOTE: If you take the computer to an authorized 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 for technical assistance
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    A POST Error Messages This appendix lists the error codes, error messages, and the various indicator light and audible sequences that you may encounter during Power-On Self-Test (POST) or computer restart, the probable source of the problem, and steps you can take to resolve the error condition.
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    time clock) battery may need to be replaced. Run Computer Setup and check the configuration in Advanced > Onboard Devices. Reset the date and time under Control Panel. If the problem persists, replace the RTC battery. See the Hardware Reference Guide for instructions on installing a new battery, or
  • Compaq dc7900 | Troubleshooting Guide - Page 58
    3. If third-party memory has been added, test using HP-only memory. 4. Verify proper memory module type. 201-Memory Error RAM failure. 1. Ensure memory modules are correctly installed. 2. Verify proper memory module type. 3. Remove and replace the identified faulty memory module(s). 4. If the
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    4. Replace the system board. 605-Diskette Drive Type Error Mismatch in drive type. 1. Disconnect any other diskette controller devices (tape drives). 2. Clear CMOS. (See Appendix B, Password Security and Resetting CMOS on page 61.) 660-Display cache is detected unreliable Integrated graphics
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    any serial port expansion cards. 2. Clear CMOS. (See Appendix B, Password Security and Resetting CMOS on page 61.) 3. Reconfigure card resources and/or run Computer Setup or Windows utilities. 1720-SMART Hard Drive Detects Imminent Failure Hard drive is about to fail. (Some hard drives 1. have
  • Compaq dc7900 | Troubleshooting Guide - Page 61
    Processor is not supported by ROM BIOS. 1. Upgrade BIOS to proper version. 2. Change the processor. 2200-PMM Allocation Error during MEBx Download Memory error during POST execution of the 1. Management Engine (ME) BIOS Extensions option ROM. 2. Reboot the computer. Unplug the power cord, re
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    MEBx operation experienced a hardware error during communication with ME. 1. Reboot the computer. 2. If the error persists, update to the latest BIOS version. 3. If the error still persists, replace the system board. 2211-Memory not configured correctly for proper MEBx execution. DIMM1 is not
  • Compaq dc7900 | Troubleshooting Guide - Page 63
    fifth iteration but LEDs continue until problem is solved. Red Power LED flashes three 3 times, once every second, followed by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved. Computer on. None Computer in Suspend to RAM mode (some models only) or
  • Compaq dc7900 | Troubleshooting Guide - Page 64
    system will power up. Replace the power supply adapter with the HP-supplied USDT power supply adapter. Red Power LED flashes five 5 times, once every second, followed by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved. Pre-video memory error. CAUTION
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    Mode" section of the Desktop Management Guide for more information. 2. Replace the system board. Red Power LED flashes nine 9 times, once every second, followed by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved. System powers on but is unable to
  • Compaq dc7900 | Troubleshooting Guide - Page 66
    Front Panel LEDs and Audible Codes (continued) Activity Beeps Possible Cause Recommended Action 4. Check to see if the 5V_aux light on the system board is turned on. If it is turned on, then replace the power button harness. If the problem persists, replace the system board. 5. If the
  • Compaq dc7900 | Troubleshooting Guide - Page 67
    Security and Resetting CMOS This computer supports security password features, which can be established through the Computer Setup Utilities menu. This computer supports two security password features that are established through the Computer Setup Utilities menu: setup password and power-on
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    from http://www.hp.com/ support. 5. Remove the jumper from pins 1 and 2. Place the jumper on either pin 1 or 2, but not both, so that it does not get lost. 6. Replace the computer cover or access panel. 7. Reconnect the external equipment. 8. Plug in the computer and turn on power. Allow the
  • Compaq dc7900 | Troubleshooting Guide - Page 69
    Resetting the CMOS The computer's configuration memory (CMOS) stores information about the computer's configuration. The CMOS button resets CMOS but does not clear the power-on and setup passwords. Clearing CMOS will clear the Active Management Technology (AMT) settings in the Management Engine BIOS
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    Plug in the computer and turn on power. NOTE: You will receive POST error messages after clearing CMOS and rebooting advising you that configuration changes have occurred. Use Computer Setup to reset any special system setups along with the date and time. For instructions on Computer Setup, see the
  • Compaq dc7900 | Troubleshooting Guide - Page 71
    two minutes per gigabyte. Use 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. ENWW 65
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    Test Aborted. Completion 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. 66 Appendix C Drive Protection System (DPS
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    panel, locked 11 audible codes 57 audio problems 28 B beep codes 57 boot problems 43 booting options Full Boot 50 Quick Boot 50 C CD-ROM or DVD problems 41 CMOS backing up 61 clearing and resetting 63 Customer Support 7, 49 D diagnostics utility 1 diskette problems 16 Drive Protection System (DPS
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Troubleshooting Guide
Business PCs