HP Dc5750 Troubleshooting Guide - dc5750 Models
HP Dc5750 - Compaq Business Desktop Manual
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- HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 1
Troubleshooting Guide - dc5750 Models HP Compaq Business PCs - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 2
Microsoft and Windows are trademarks of Microsoft Corporation in the U.S. and other countries. The only warranties for HP products and services are written consent of Hewlett-Packard Company. Troubleshooting Guide HP Compaq Business PC dc5750 Models First Edition (October 2006) Document Part Number - HP Dc5750 | Troubleshooting Guide - dc5750 Models - 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 off - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 4
iv About This Book ENWW - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 5
for Technical Support 7 Helpful Hints ...8 Solving General Problems ...10 Solving Power Problems ...14 Solving Diskette Problems ...15 Solving Hard Drive Problems ...18 Solving Media Card Reader Problems 20 Solving Display Problems ...22 Solving Audio Problems ...26 Solving Printer Problems ...28 - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 6
Front Panel LEDs and Audible Codes 56 Appendix B Password Security and Resetting CMOS Resetting the Password Jumper ...60 Clearing and Resetting the CMOS ...61 Using Computer Setup to Reset CMOS 61 Using the CMOS Switch to Reset CMOS 61 Appendix C Drive Protection System (DPS) Accessing DPS - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 7
of information about the computer. Other tabs provide additional information, including diagnostic test options and test results. The information in each screen of the utility can be saved as an html file and stored on a diskette or USB HP Drive Key. Use HP Insight Diagnostics to determine - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 8
-Shows HP Insight Diagnostics version information, computer configuration memory (CMOS) information, system board data, and system management BIOS data. Storage-Shows information about storage media connected to the computer. This list includes all fixed disks, diskette drives, and optical drives - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 9
two test modes to choose from: ● Interactive Mode-Provides maximum control over the testing process. The diagnostic software will prompt to start the test. The Status tab, which allows you to monitor the progress of the test, is automatically displayed during the testing HP Insight Diagnostics 3 - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 10
are defined in the Help tab. The Clear Error Log button will clear the contents of the Error Log. Help Tab The Help tab contains an HP Insight Diagnostics tab, an Error Codes tab, and a Test Components tab. The HP Insight Diagnostics tab contains help topics and includes search and index features - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 11
CD from the optical drive. Downloading the Latest Version of HP Insight Diagnostics 1. Go to http://www.hp.com. 2. Click the Software & Driver Downloads link. 3. Enter your product number (for example, dc5750) in the text box and press the Enter key. 4. Select your specific computer model. 5. Select - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 12
the computer and schedule regular automatic Recovery Point backups. The HP Backup and Recovery Manager provides two basic recovery methods. The first, recovery of files and folders, operates in Windows. The second, PC Recovery, requires a reboot to the Recovery Partition or from the Recovery Disc - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 13
2 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 with the computer, refer to the tables in this chapter - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 14
HP Backup and Recovery Manager Manual. CAUTION Running the Restore Plus! CD will erase all data on the hard drive. NOTE For sales information and warranty upgrades (Care Packs), call your local authorized service provider or dealer. Helpful Hints If you encounter problems with the computer, monitor - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 15
does 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 for instructions. ● Be sure that all the needed device drivers have been installed. For example - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 16
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 on the Documentation and Diagnostics CD for instructions on installing a new battery, or contact an - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 17
correct jack on the rear of the computer. If the correct jack is being used and the problem persists, the jack may have been retasked to perform a function that is different from the default function. Open the Realtek control panel by clicking the Realtek HD Audio Manager icon in the task tray or - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 18
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 Dc5750 | Troubleshooting Guide - dc5750 Models - Page 19
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 LED turns green, then: 1. Check that the voltage selector, located on the rear of the power supply on some models, is set to - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 20
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 - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 21
an additional diskette drive. See Solving Hardware Installation Problems for instructions. Table 2-3 Solving Diskette Problems Diskette drive light stays on. Cause Diskette is damaged. Diskette is incorrectly inserted. Drive cable is not properly connected. Solution In Microsoft Windows XP, right - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 22
Solution The directory structure is bad, or there is a problem with a file. In Windows XP, right-click Start, click Explore, and select a drive. Select File > Properties > Tools. Under Errorchecking, click Check Now. Diskette drive cannot read a diskette. Cause You are using the wrong diskette - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 23
server mode is enabled in Computer Setup. Solution NOTE Both steps should be used as the Removable Media Boot function in Computer Setup overrides the Boot Order enable command. Run Computer Setup and disable Network Server Mode in Security > Password Options. ENWW Solving Diskette Problems 17 - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 24
Setup. 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 - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 25
system. 4. Restore the system to a recovery point in HP Backup and Recovery Manager. Refer to the HP Backup and Recovery Manager User Guide in the Windows Start menu for more information. Hard drive boot has been disabled in Computer Setup. Run the Computer Setup utility and enable the hard - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 26
Solving Media Card Reader Problems Table 2-5 Solving Media Card Reader Problems Media card will not work in a digital camera after formatting it in Microsoft Windows XP. Cause Solution By default, Windows XP will format any media card with a capacity greater than 32MB with the FAT32 format. Most - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 27
boot from a USB removable drive or media that is inserted in the USB port on the media card reader. Cause Solution The media card reader is connected to the computer via the PCI card, which is not supported on the HP Desktop BIOS. The bootable USB device will have boot support if you connect the - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 28
from the monitor to the computer and to the electrical outlet. Press any key or click the mouse button and, if set, type your password. Reflash the system ROM with the latest BIOS image. See the "Boot Block Emergency Recovery Mode" section of the Desktop Management Guide on the Documentation - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 29
characters. Cause The brightness and contrast controls are not set properly. Cables are not properly connected. Solution Adjust the monitor brightness and contrast controls. Check that the graphics cable is securely connected to the graphics card and the monitor. ENWW Solving Display Problems 23 - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 30
If the graphics controller was upgraded, the correct graphics Install the video drivers included in the upgrade kit. drivers may not be loaded. Monitor is not capable of displaying requested resolution. Change requested resolution. Graphics card is bad. Replace the graphics card. The picture - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 31
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 Dc5750 | Troubleshooting Guide - dc5750 Models - Page 32
correct jack on the rear of the computer. If the correct jack is being used and the problem persists, the jack may have been retasked to perform a function that is different from the default function. Open the Realtek control panel by clicking the Realtek HD Audio Manager icon in the task tray or - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 33
speakers. Volume is muted. 1. From the Control Panel program, click Sound, Speech and Audio Devices, then click Sounds and Audio Devices. 2. Click the Mute check box to remove the check mark from the box. Computer is in standby mode. Press the power button to resume from standby mode. CAUTION - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 34
following table. Table 2-8 Solving Printer Problems Printer will not print. Cause Solution 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 Dc5750 | Troubleshooting Guide - dc5750 Models - Page 35
Problems Keyboard commands and typing are not recognized by the computer. Cause Solution Keyboard connector is not properly connected. 1. On the Windows 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 - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 36
attempting to resume from standby mode, 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 a mouse cleaning kit available from most computer stores. 30 Chapter 2 Troubleshooting Without Diagnostics ENWW - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 37
wrong location. Review the documentation that came with the 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 Dc5750 | Troubleshooting Guide - dc5750 Models - Page 38
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 fifth iteration but LEDs continue flashing.) Cause Solution Graphics card is not seated - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 39
device status within Windows, such as Device Manager for driver load and 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. ENWW Solving Network Problems 33 - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 40
change the resource settings for the board. The network controller is defective. Contact an authorized 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 - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 41
Table 2-12 Solving Network Problems (continued) Network controller stops working without apparent cause. Cause Solution The files containing the network drivers are corrupted. Download the network drivers from http://www.hp.com and reinstall them. The cable is not securely connected. Ensure - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 42
that support ECC memory, HP does not support mixing ECC and non-ECC memory. Otherwise, the computer will not boot the operating system. Table 2-13 Solving Memory Problems System will not boot or does not function properly after installing additional memory modules. Cause Solution Memory module - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 43
Table 2-13 Solving Memory Problems (continued) 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 Memory is installed incorrectly or is bad. 1. - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 44
, common causes and solutions are listed in the following table. Table 2-14 Solving Processor Problems Poor performance is experienced. Cause Processor is hot. Solution 1. Make sure the airflow to the computer is not blocked. 2. Make sure the fans are connected and working properly (some fans - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 45
Setup. 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 - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 46
. 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 Dc5750 | Troubleshooting Guide - dc5750 Models - Page 47
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 41 - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 48
Device: Supported USB Flash Media Device" section of the Service Reference Guide. The computer boots to DOS after making a bootable Drive Key. Cause Solution Drive Key is bootable. Install the Drive Key only after the operating system boots. 42 Chapter 2 Troubleshooting Without Diagnostics - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 49
. Table 2-17 Solving Front Panel Component Problems A USB device, headphone, or microphone is not recognized by the computer. Cause Solution Device is not properly connected. 1. Turn off the computer. The device does not have power. The correct device driver is not installed. 2. Reconnect the - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 50
corrupted. (A "cookie" is a small piece of information that a Web server can store temporarily with the Web browser. This is useful for having the browser remember some specific information that the Web server can later retrieve.) Windows XP 1. Select Start > Control Panel. 2. Double-click Internet - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 51
Internet Access Problems (continued) Internet takes too long to download Web sites. Cause Solution Windows XP 1. Select Start > Control Panel. are further problems, click the Troubleshoot button and follow the on-screen instructions. Windows 2000 1. Select Start > Settings > Control Panel. - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 52
Limited Warranty for terms and conditions. Computer will not continue after HP logo screen has appeared. Cause Solution System files may be damaged. Restore the files from the Recovery Disc Set or backups you created in HP Backup and Recovery Manager. "Illegal Operation has Occurred" error - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 53
, visit 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 on the Documentation - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 54
48 Chapter 2 Troubleshooting Without Diagnostics ENWW - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 55
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 Dc5750 | Troubleshooting Guide - dc5750 Models - Page 56
Failure DMA or timers. 1. Clear CMOS. (See Appendix B, Password Security and Resetting CMOS.) 2. Remove expansion boards. 3. Replace the system board. 110-Out of Memory Space for Option ROMs Recently added PCI expansion card contains 1. an option ROM too large to download during POST. If a PCI - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 57
configuration memory. RTC (real-time clock) battery may need to be replaced. Reset the date and time under Control Panel (Computer Setup can also be used). If the problem persists, replace the RTC battery. See the Hardware Reference Guide on the Documentation and Diagnostics CD for instructions on - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 58
another device. Enter Computer Setup and reset the IRQ in Advanced > Onboard Devices. 501-Display Adapter Failure Graphics display controller. 1. Reseat the graphics card (if applicable). 2. Clear CMOS. (See Appendix B, Password Security and Resetting CMOS.) 3. Verify monitor is attached and - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 59
. 3. Replace CPU or chassis fan. 601-Diskette Controller Error Diskette controller circuitry or floppy drive circuitry incorrect. 1. Run Computer Setup. 2. Check and/or replace cables. 3. Clear CMOS. (See Appendix B, Password Security and Resetting CMOS.) 4. Replace diskette drive. 5. Replace - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 60
to same IRQ. 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. 1201-System Audio Address Conflict Detected Device IRQ address conflicts with another - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 61
www.hp.com. 2. Run Computer Setup and try to enter serial number under Security, System ID, then save changes. 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 - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 62
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. Possible Cause Recommended Action Computer on. None Computer in Suspend to RAM reseller or service provider. 1. - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 63
by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved. Invalid ROM based on bad 1. checksum. Reflash the system ROM with the latest BIOS image. See the "Boot Block Emergency Recovery Mode" section of the Desktop Management Guide on the Documentation and - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 64
10 times, once every second, followed by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved. Bad option card. 1. Check each option 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 - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 65
, there are two methods for clearing that password so you can gain access to the information on the computer: ● Resetting the password jumper ● Restoring factory settings as defaults in Computer Setup CAUTION Sliding the CMOS switch will reset CMOS values to factory defaults. It is important to back - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 66
the password jumper on pins 1 and 2, then repeat steps 6 through 8. Establish the new passwords in Computer Setup. Refer to the Computer Setup (F10) Utility Guide on the Documentation and Diagnostics CD for Computer Setup instructions. 60 Appendix B Password Security and Resetting CMOS ENWW - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 67
on reestablishing passwords. For instructions on Computer Setup, see the Computer Setup (F10) Utility Guide on the Documentation and Diagnostics CD. Using the CMOS Switch to Reset CMOS The CMOS switch resets CMOS but does not clear the power-on and setup passwords. 1. Turn off the computer and any - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 68
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) Utility Guide - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 69
to execute the test depends on the manufacturer and size of the hard drive; in most cases, the test will take approximately 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 - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 70
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. 64 Appendix C Drive Protection System (DPS - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 71
panel 43 general 10 hard drive 18 hardware installation 31 Internet access 44 keyboard 29 Media Card Reader 20 memory 36 monitor 22 mouse 29 network 33 power 14 printer 28 processor 38 software 46 processor problems 38 R Recovery Disc Set 6 resetting CMOS 59 password jumper 59 S safety and comfort - HP Dc5750 | Troubleshooting Guide - dc5750 Models - Page 72
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Troubleshooting Guide - dc5750 Models
HP Compaq Business PCs