HP Dc5800 Troubleshooting Guide

HP Dc5800 - Compaq Business Desktop Manual

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  • HP Dc5800 | Troubleshooting Guide - Page 1
    Troubleshooting Guide - dc5800 Models HP Compaq Business PCs
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    by copyright. No part of this document may be photocopied, reproduced, or translated to another language without the prior written consent of Hewlett-Packard Company. Troubleshooting Guide HP Compaq Business PC dc5800 Models First Edition (January 2008) Document Part Number: 460189-001
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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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    5 Protecting the 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 ...15 Solving Hard Drive
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    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 the CMOS ...63 Appendix C Drive Protection System (DPS) Accessing DPS Through Computer Setup 66 Index ...67 vi ENWW
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    a call to the Customer Support Center. NOTE: Third party devices may not be detected by HP Insight Diagnostics. Accessing HP Insight Diagnostics To access HP Insight Diagnostics, you must create a Recovery Disc Set then boot to the CD containing the utility. It can also be downloaded from http://www
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    other input devices connected to the computer. Memory-Shows information about all memory in the computer. This includes memory slots on the system board and any memory modules installed. Miscellaneous-Shows HP Insight Diagnostics version information, computer configuration memory (CMOS) information
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    number of loops, enter the number of loops to perform. If you desire to have the diagnostic test for a specified time period, enter the amount of time in minutes. 5. If performing a Quick Test or Complete Test, select the device for use if you want to cancel the test. ENWW HP Insight Diagnostics 3
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    to resolve the failed hardware. ● The Failed Count is the number of times the device has failed a test. ● The Error Code provides a numerical code for the failure. The error codes are defined in the Help tab. The Clear Error Log button will clear the contents of the Error Log. Help Tab On the Help
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    product number (for example, dc5800) in the text box and press the Enter key. 4. Select your specific computer model. 5. Select your OS. 6. Click the Diagnostic link. 7. Click HP Insight Diagnostics Offline Edition. 8. Select a language and click Download. NOTE: The download includes instructions on
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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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    System (DPS) 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. Refer to Appendix A, POST
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    . ● Check to see that the monitor is turned on and the green monitor light is on. ● 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. Refer to Appendix A, POST Error Messages on page 49 for more
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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 32 for instructions. ● Be sure that all the needed device drivers have been installed. For
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    (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 for RTC battery replacement. 10 Chapter 2 Troubleshooting
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    the external speakers are properly connected and powered on and that the speakers' volume control is set correctly. 3. Use the system volume control available in the operating system to make sure the speakers are not muted or to increase the volume. The audio device may be connected to the wrong
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    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
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    into a working AC outlet. 2. Open hood and check that the power button harness is properly connected to the system board. 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 on. If it is turned on
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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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    the computer when you add or remove hardware, such as an additional diskette drive. See Solving Hardware Installation Problems on page 32 for instructions. Table 2-3 Solving Diskette Problems Diskette drive light stays on. Cause Solution Diskette is damaged. In Microsoft Windows XP, right
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    1440 Open the locking device on the diskette. Enter Computer Setup and enable Legacy Diskette Write in Storage > Storage Options. A problem has occurred with a disk transaction. Cause Solution The directory structure is bad, or there is a problem with a file. In Microsoft Windows XP, right-click
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    Boot Order enable command. Network server mode is enabled in Computer Setup. Run Computer Setup and disable Network Server Mode in Security > Password Options. Removable media boot has been disabled in Computer Setup. Run Computer Setup and enable Removable Media Boot in Storage > Storage Options
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    . 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. The device is attached to a SATA port that has been
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    . Observe if the front panel Power LED is blinking RED and if any beeps are heard. See Appendix A, POST Error Messages on page 49 to determine possible causes for the blinking red and beep codes. See the Worldwide Limited Warranty for terms and conditions. ENWW Solving Hard Drive Problems 19
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    Problems (continued) Computer seems to be locked up. Cause Solution Program in use has stopped responding to commands. Attempt the normal Windows "Shut Down" procedure. If this fails, press the power button for four or more seconds to turn off the power. To restart the computer, press the power
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    deleting from an SD/Memory Stick/ PRO card. 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
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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. Cause Solution The operating system needs time to recognize the device the boot process. 22 Chapter 2 Troubleshooting Without Diagnostics ENWW
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    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 You
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    to isolate the faulty module. 3. Replace third-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
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    that the computer power is off while connecting the video cable. "Out of Range" displays on screen. 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
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    display 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
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    or devices connected to the line-out connector Turn on and use headphones or external speakers, if mute the internal speaker. connected, or disconnect headphones or external speakers. Computer is in standby mode. Press the power button to resume from standby mode. ENWW Solving Audio Problems
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    Speaker. Sound from headphones is not clear or muffled. Cause Solution Headphones are plugged into the rear audio output connector. Plug the headphones into the headphone connector on the The rear audio output connector is for powered audio devices front of the computer. and is not designed for
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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, click Start > Shut Down. On the Windows Vista Desktop the power button for more than four seconds. Otherwise, the computer will
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    Mouse Problems (continued) Mouse does not respond to movement or is too slow. Cause Mouse may need cleaning. Mouse may need repair. Computer is in 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
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    . 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. 32 Chapter 2 Troubleshooting Without Diagnostics ENWW
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    Table 2-11 Solving Hardware Installation 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
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    Solving Network Problems Wake-on-LAN feature is not functioning. Cause Solution Wake-on-LAN is not enabled. To enable Wake-on-LAN in Windows XP: NOTE: 7. 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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    Solving Network Problems (continued) Network status link light never flashes. NOTE: The network status light is device status within 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
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    that a DHCP Server is present, and that the Remote System Installation Server contains the NIC drivers for your NIC. System setup utility reports unprogrammed EEPROM. Cause Unprogrammed EEPROM. Solution Contact an authorized service provider. 36 Chapter 2 Troubleshooting Without Diagnostics ENWW
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    the DIMMs or the system board, you must unplug the computer power cord before attempting to reseat, 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: The
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    . 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
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    is hot. 1. Make sure the airflow to the computer is not blocked. 2. Make sure the fans are connected and working properly (some fans only operate when needed). 3. Make sure the processor heatsink is installed properly. Power LED flashes Red three times, once every second, followed by a two
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    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 has been
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    -ROM and DVD Problems (continued) Movie will it has to determine the type of media played, such as audio or video. Wait at least 30 seconds to let the DVD- 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.
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    a Bootable 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
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    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. The device does not have power. The correct device driver is not installed. The cable from the device to the computer does not work
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    Problems Unable to connect to the Internet. Cause Solution Internet Service a "power" LED light on the front of the cable/DSL modem. Cable/DSL service is computers's RJ-45 connector. (If the connection is good, the "PC" LED light the Delete cookies button. Windows XP 1. Select Start > Control
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    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 XP 1. Select Start > Control Panel. 2. Double-click System. 3. Click the Hardware tab. 4. In the Device
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    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 has occurred. Observe the beeps and LED lights on the front of the computer. See Appendix A, POST Error Messages on page 49 to
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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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    48 Chapter 2 Troubleshooting Without Diagnostics ENWW
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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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    DMA or timers. 1. Clear CMOS. (See Appendix B, Password Security and Resetting CMOS on page 61.) 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
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    time or date in 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 for instructions on installing a new battery
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    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 on page 61.) 4. Replace diskette drive. 5. Replace the system board. 52
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    internal serial ports are assigned to same IRQ. 1. Remove 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. ENWW POST Numeric Codes and Text Messages 53
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    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-seat the memory
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    A-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 2202-PMM Deallocation Error during MEBx cleanup Memory error during POST execution of the 1. Management Engine (ME) BIOS Extensions option ROM 2. Reboot the computer. Unplug the power cord
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    card may be causing a Remove third-party graphics card to see if the problem. problem goes away. System will not boot without fan CPU fan not installed or disconnected in VSFF chassis. 1. Remove the computer cover, press the power button, and see if the processor fan spins. If the processor fan
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    LED flashes every two seconds. None None Red Power LED flashes two 2 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 normal Suspend mode
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    all devices 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
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    A-2 Diagnostic Front Panel LEDs and Audible Codes (continued) Activity Beeps Possible Cause Recommended Action iteration but LEDs continue until problem is solved. Red Power LED flashes ten 10 times, once every second, followed by a two second pause. Beeps stop after fifth iteration but LEDs
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    60 Appendix A POST Error Messages ENWW
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    place of the power-on password as an override to log in to the computer. This is a useful feature for a network administrator. If you forget the password for the computer, you can clear that password so you can gain access to the information on the computer by resetting the password jumper. CAUTION
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    Resetting the Password Jumper To disable the power-on or setup password features, or to clear the power-on or setup passwords, complete the following steps: 1. Shut down the operating system properly, then turn off the computer and any external devices, and disconnect the power cord from the power
  • HP Dc5800 | 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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    or access panel. 6. Reconnect the external devices. 7. 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
  • HP Dc5800 | Troubleshooting Guide - Page 71
    service provider can use this information to help diagnose conditions that caused you to run the DPS software. Running DPS will not affect any programs or data stored on the hard drive. The test resides in the hard drive firmware and can be executed even if the computer problem. If the computer
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    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. 66 Appendix
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    Card Reader problems 21 memory problems 37 monitor problems 23 mouse problems 30 N network problems 34 numeric error codes 50 O optical drive problems 40 P password clearing 61 power-on 61 setup 61 POST error messages 49 power problems 14 power-on password 61 printer problems 29 problems audio 27
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    68 Index ENWW
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Troubleshooting Guide - dc5800 Models
HP Compaq Business PCs