HP 6005 Troubleshooting Guide

HP 6005 - Pro Microtower PC Manual

Get HP 6005 - Pro Microtower PC PDF manuals and user guides View all HP 6005 manuals
Add to My Manuals
Save this manual to your list of manuals

HP 6005 manual content summary:

  • HP 6005 | Troubleshooting Guide - Page 1
    Troubleshooting Guide HP Business PCs
  • HP 6005 | Troubleshooting Guide - Page 2
    Windows, and Windows Vista are either trademarks or registered trademarks of Microsoft Corporation in the United States and/or other countries. The only warranties for HP products and services -Packard Company. Troubleshooting Guide HP Business PCs First Edition (September 2009) Document Part
  • HP 6005 | Troubleshooting Guide - Page 3
    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
  • HP 6005 | Troubleshooting Guide - Page 4
    iv About This Book ENWW
  • HP 6005 | Troubleshooting Guide - Page 5
    of HP Vision Field Diagnostics 5 Protecting the Software ...5 2 Troubleshooting Without Diagnostics Safety and Comfort ...6 Before You Call for Technical Support 6 Helpful Hints ...7 Solving General Problems ...9 Solving Power Problems ...13 Solving Hard Drive Problems ...14 Solving Media Card
  • HP 6005 | Troubleshooting Guide - Page 6
    46 Interpreting POST Diagnostic Front Panel LEDs and Audible Codes 52 Appendix B Password Security and Resetting CMOS Resetting the Password Jumper ...56 Clearing and Resetting the CMOS ...57 Appendix C Drive Protection System (DPS) Accessing DPS Through Computer Setup 59 Index ...61 vi ENWW
  • HP 6005 | Troubleshooting Guide - Page 7
    to a USB flash drive. 2. While the computer is on, insert the CD in the Optical Drive or USB flash drive in a USB port on the computer. 3. Shut down the operating system and turn off the computer. 4. Turn on the computer. The system will boot into HP Vision Field Diagnostics. ENWW Hewlett-Packard
  • HP 6005 | Troubleshooting Guide - Page 8
    need to change the boot order in the Computer Setup (F10) utility. Refer to the Computer Setup (F10) Utility Guide for more information. 5. At the boot menu, select either the HP Vision Field Diagnostics utility to test the various hardware components in the computer or the HP Memory Test utility to
  • HP 6005 | Troubleshooting Guide - Page 9
    allows you to specifically select which will prompt you for input during tests. NOTE: Memory can not be tested from within the HP Vision Field Diagnostics application. To test the memory in your computer, you must exit HP Vision Field Diagnostics, boot which allows you to monitor the progress of the
  • HP 6005 | Troubleshooting Guide - Page 10
    ID is a unique error code associated with the specific error on your computer. When contacting the HP Support Center for assistance with a hardware index features. You may also review the HP End User License Agreement (EULA), as well as the HP Vision Field Diagnostic application version information
  • HP 6005 | Troubleshooting Guide - Page 11
    the Latest Version of HP Vision Field 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 name in the text box and press the Enter key. 5. Select your specific computer model. 6. Select your OS
  • HP 6005 | Troubleshooting Guide - Page 12
    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 red. The flashing lights are error codes that will help you diagnose the problem
  • HP 6005 | Troubleshooting Guide - Page 13
    ● Boot the computer to the Safe Mode to see if it will boot without all of the drivers loaded. When booting the operating system, use "Last Known Configuration." ● Refer to the comprehensive online technical support at http://www.hp.com/support. ● Refer to Helpful Hints on page 7 in this guide. To
  • HP 6005 | Troubleshooting Guide - Page 14
    VGA adapter. During boot, the other monitor connectors are disabled and if the monitor is connected into these ports, the monitor will not function. You can select which source will be the default VGA source in Computer Setup. CAUTION: When the computer is plugged into an AC power source, there is
  • HP 6005 | Troubleshooting Guide - Page 15
    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 authorized dealer or reseller
  • HP 6005 | Troubleshooting Guide - Page 16
    locked. Solution Unlock the Smart Cover Lock using Computer Setup. The Smart Cover FailSafe Key, a device for manually disabling the Smart Cover Lock, is available from HP. You will need the FailSafe Key in case of forgotten password, power loss, or computer malfunction. Order PN 166527-001 for the
  • HP 6005 | Troubleshooting Guide - Page 17
    in the application. 2. Add more memory. 3. Upgrade the graphics solution. Cause unknown. Restart the computer. 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
  • HP 6005 | Troubleshooting Guide - Page 18
    Table 2-1 Solving General Problems (continued) System does not power on and the LEDs on the front of the computer are not flashing. Cause Solution 3. Check that both power supply cables are properly connected to the system board. 4. Check to see if the 5V_aux light on the system board is turned
  • HP 6005 | Troubleshooting Guide - Page 19
    2-2 Solving Power Problems Power supply shuts down intermittently. Cause Solution Power supply will not turn 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
  • HP 6005 | Troubleshooting Guide - Page 20
    . If it is 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 Options. The device is attached to a SATA port that
  • HP 6005 | Troubleshooting Guide - Page 21
    causes for the blinking red and beep codes. See the Worldwide Limited Warranty for terms and conditions. Computer seems to be locked up. Cause Program in use has stopped responding to commands. Solution Attempt the normal Windows "Shut Down" procedure. If this fails, press the power button for
  • HP 6005 | Troubleshooting Guide - Page 22
    . 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. 16 Chapter 2 Troubleshooting Without Diagnostics ENWW
  • HP 6005 | Troubleshooting Guide - Page 23
    slot, or is not supported. on the correct side. The green LED will light if inserted properly. Do not know how to remove a media card correctly. Cause The computer's software is used to safely eject the card. Solution Open My Computer (Windows XP) or Computer (Windows Vista), right-click on
  • HP 6005 | Troubleshooting Guide - Page 24
    Table 2-4 Solving Media Card Reader Problems (continued) After installing the media card reader and booting to Windows, the reader and the inserted cards are not recognized by the computer. Cause Solution The operating system needs time to recognize the device if the Wait a few seconds so that
  • HP 6005 | Troubleshooting Guide - Page 25
    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 You are using a fixed-sync monitor and it will not sync at the Be sure that the
  • HP 6005 | Troubleshooting Guide - Page 26
    in Computer Setup. Blank screen and the power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution Pre-video memory error. 1. Reseat DIMMs. Power on
  • HP 6005 | Troubleshooting Guide - Page 27
    the image. "No Connection, Check Signal Cable" displays on screen. Cause Solution Monitor video cable is disconnected. Connect the video cable between the monitor and computer. CAUTION: Ensure that the computer power is off while connecting the video cable. ENWW Solving Display Problems 21
  • HP 6005 | Troubleshooting Guide - Page 28
    menu. Manually synchronize the Clock and Clock Phase onscreen display functions. To download a SoftPaq that will assist you with the synchronization, go to the following Web site, select the appropriate monitor, and download either SP32347 or SP32202: http://www.hp.com/support Graphics card is not
  • HP 6005 | Troubleshooting Guide - Page 29
    Table 2-5 Solving Display Problems (continued) Certain typed symbols do not appear correct. Cause Solution Tools > Character Map. You can copy the symbol from the Character Map into a document. ENWW Solving Display Problems 23
  • HP 6005 | Troubleshooting Guide - Page 30
    card. See the sound card documentation for proper speaker connection. Digital CD audio is not enabled. Enable digital CD audio. In the Device Manager, right-click on the CD/DVD Computer is in standby mode. Press the power button to resume from standby mode. 24 Chapter 2 Troubleshooting Without
  • HP 6005 | Troubleshooting Guide - Page 31
    power button for more than four seconds. Otherwise, the computer will shut down and you will lose any unsaved data. Internal speaker is disabled in Computer Setup. Enable the internal speaker in Computer Setup in the audio driver or application In the audio driver or application software,
  • HP 6005 | Troubleshooting Guide - Page 32
    table. Table 2-7 Solving Printer Problems Printer will not print. Cause Solution Printer is power cord and electrical outlet. Printer prints garbled information. Cause The correct printer driver for the application is not installed. The cables may not be connected properly. Printer memory
  • HP 6005 | Troubleshooting Guide - Page 33
    following table. Table 2-8 Solving Keyboard 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, click Start > Shut Down. On the Windows Vista Desktop, click Start, click the arrow
  • HP 6005 | Troubleshooting Guide - Page 34
    do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose any unsaved data. Mouse will only move vertically, horizontally, a mouse cleaning kit available from most computer stores. 28 Chapter 2 Troubleshooting Without Diagnostics ENWW
  • HP 6005 | Troubleshooting Guide - Page 35
    wrong location. Review the Hardware Reference Guide for your system to determine if you are using the correct memory modules and to verify the proper installation. 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
  • HP 6005 | Troubleshooting Guide - Page 36
    Hardware Reference Guide for your system for proper DIMM installation instructions. 3. Replace third-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
  • HP 6005 | Troubleshooting Guide - Page 37
    Configure button. 7. Click the Power Management tab, then select the check box to Allow this device to wake the computer. Network driver does not detect network controller. Cause Network controller is disabled. Incorrect network driver. Solution 1. Run Computer Setup and enable network controller
  • HP 6005 | Troubleshooting Guide - Page 38
    2-11 Solving Network Problems (continued) Network status link light never flashes. NOTE: The network status light is supposed to Windows, such as Device Manager for driver load and the Network Connections applet within Windows for link status. Network controller is disabled. 1. Run Computer Setup
  • HP 6005 | Troubleshooting Guide - Page 39
    is defective. Contact an authorized service provider. New network card will not boot. Cause Solution New network card may be defective or may not meet industry- Install a working, industry-standard NIC, or change the boot standard specifications. sequence to boot from another source. Cannot
  • HP 6005 | Troubleshooting Guide - Page 40
    , install, or remove a DIMM module. For those systems that support ECC memory, HP does not support mixing ECC and non-ECC memory. Otherwise, the computer will not boot the operating system. NOTE: On some models. the memory count will be affected by configurations with the Management Engine (ME
  • HP 6005 | Troubleshooting Guide - Page 41
    . You have run out of memory for the application. Check the memory requirements for the application or add more memory to the computer. Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps stop after fifth iteration but
  • HP 6005 | Troubleshooting Guide - Page 42
    second pause. Cause Solution The current processor does not 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. 36 Chapter 2 Troubleshooting Without Diagnostics ENWW
  • HP 6005 | Troubleshooting Guide - Page 43
    . Table 2-14 Solving CD-ROM and DVD Problems System will not boot from CD-ROM or DVD drive. Cause Solution The device is attached to a SATA port that has been hidden in Run the Computer Setup utility and ensure Device Available the Computer Setup utility. is selected for the device's SATA
  • HP 6005 | Troubleshooting Guide - Page 44
    . CD or DVD disc is dirty. Windows does not detect the CD-ROM or DVD-ROM drive. Clean CD or DVD with a CD cleaning kit, available from most computer stores. 1. Use Device Manager to remove or uninstall the device. 2. Restart the computer and let Windows detect the CD or DVD driver. Recording or
  • HP 6005 | Troubleshooting Guide - Page 45
    . Table 2-15 Solving USB Flash Drive Problems USB flash drive is not seen as a drive letter in Windows. Cause Solution The drive letter after the Replicating the Setup: Creating a Bootable Device: Supported USB Flash Media Device" section of the Service Reference Guide. The computer boots to DOS
  • HP 6005 | Troubleshooting Guide - Page 46
    following table. Table 2-16 Solving Front Panel Component Problems A USB device, headphone, or microphone is not recognized by the computer. Cause Solution Device is not properly connected. The device does not have power. The correct device driver is not installed. The cable from the device to
  • HP 6005 | Troubleshooting Guide - Page 47
    (If the cable/DSL service is connected, the "cable" LED light on the front of the cable/DSL modem will be on.) The CAT5 UTP cable is disconnected. Connect the CAT5 UTP cable between the cable modem and the computers's RJ-45 connector. (If the connection is good, the "PC" LED light on the front of
  • HP 6005 | Troubleshooting Guide - Page 48
    Problems (continued) Internet takes too long to download Web sites. Cause Solution Modem is not set up properly. Verify that the modem is connected and communicating properly. Windows indicates the modem is connected and working properly. 42 Chapter 2 Troubleshooting Without Diagnostics ENWW
  • HP 6005 | Troubleshooting Guide - Page 49
    supported on the system. If you encounter software problems, see the applicable solutions listed in the following table. Table 2-18 Solving Software Problems Computer will not continue and no HP logo screen has appeared. Cause Solution POST error has occurred. Observe the beeps and LED lights
  • HP 6005 | Troubleshooting Guide - Page 50
    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. 44 Chapter 2 Troubleshooting Without
  • HP 6005 | Troubleshooting Guide - Page 51
    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.
  • HP 6005 | Troubleshooting Guide - Page 52
    the problem remains. 2. In Computer Setup, set Advanced > Device Options > NIC PXE Option ROM Download to DISABLE to prevent PXE option ROM for the internal NIC from being downloaded during POST to free more memory for an expansion card's option ROM. Internal PXE option ROM is used for booting from
  • HP 6005 | Troubleshooting Guide - Page 53
    save the memory boot (memory added or removed). changes. 164-Memory Size Error Memory configuration incorrect. 1. Run Computer Setup or Windows utilities. 2. Make sure the memory module(s) are installed properly. 3. If third-party memory has been added, test using HP-only memory. 4. Verify
  • HP 6005 | Troubleshooting Guide - Page 54
    ROM with the latest BIOS image. 1. Reseat CPU fan. 2. Reseat fan cable. 3. Replace CPU fan. 1. Reseat rear chassis fan. 2. Reseat fan cable. 3. Replace rear chassis fan. 1. Reseat front chassis fan. 2. Reseat fan cable. 3. Replace front chassis fan. 1. Reseat power supply fan. 2. Reseat fan cable
  • HP 6005 | Troubleshooting Guide - Page 55
    and Resetting CMOS on page 55.) 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 a hard drive firmware patch that will fix an erroneous error message.) Determine if
  • HP 6005 | Troubleshooting Guide - Page 56
    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
  • HP 6005 | Troubleshooting Guide - Page 57
    . Enter the correct serial number in Computer Setup. Memory Parity Error Parity RAM failure. Run Computer Setup and Diagnostic utilities. Third-party graphics card may be causing a Remove third-party graphics card to see if the problem. problem goes away. Network Server Mode Active and
  • HP 6005 | Troubleshooting Guide - Page 58
    stop after 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
  • HP 6005 | Troubleshooting Guide - Page 59
    are functioning properly. 3. Replace the power supply. 4. Replace the system board. 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: To avoid damage
  • HP 6005 | Troubleshooting Guide - Page 60
    button harness. If the problem persists, replace the system board. 5. If the 5V_aux light on the system board is not turned on, remove the expansion cards one at a time until the 5V_aux light on the system board turns on. It the problem persists, replace the power supply. 54 Appendix A POST Error
  • HP 6005 | Troubleshooting Guide - Page 61
    on the computer except Computer Setup. When you establish only a power-on password, the power-on password is required to access Computer Setup and any other information on the computer. When you establish both passwords, only the setup password will give you access to Computer Setup. When both
  • HP 6005 | Troubleshooting Guide - Page 62
    see the Illustrated Parts & Service Map (IPSM) for that particular system. The IPSM can be downloaded from http://www.hp.com/ support. 5. Remove the jumper the new passwords in Computer Setup. Refer to the Computer Setup (F10) Utility Guide for Computer Setup instructions. 56 Appendix B Password
  • HP 6005 | Troubleshooting Guide - Page 63
    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 Extension
  • HP 6005 | Troubleshooting Guide - Page 64
    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 Computer Setup (F10
  • HP 6005 | Troubleshooting Guide - Page 65
    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. Accessing DPS Through Computer Setup When the computer does not power
  • HP 6005 | Troubleshooting Guide - Page 66
    Succeeded. Completion Code 0. ● 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. 60 Appendix
  • HP 6005 | Troubleshooting Guide - Page 67
    blinking power 52 blinking PS/2 keyboard 52 M Media Card Reader problems 17 memory problems 34 monitor problems 19 mouse problems 27 N network problems 31 numeric error codes 46 O optical drive problems 37 P password clearing 55 power-on 55 setup 55 POST error messages 45 power problems 13 power
  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
  • 31
  • 32
  • 33
  • 34
  • 35
  • 36
  • 37
  • 38
  • 39
  • 40
  • 41
  • 42
  • 43
  • 44
  • 45
  • 46
  • 47
  • 48
  • 49
  • 50
  • 51
  • 52
  • 53
  • 54
  • 55
  • 56
  • 57
  • 58
  • 59
  • 60
  • 61
  • 62
  • 63
  • 64
  • 65
  • 66
  • 67
Troubleshooting Guide
HP Business PCs