HP Dc5850 Troubleshooting Guide

HP Dc5850 - Compaq Business Desktop Manual

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  • HP Dc5850 | Troubleshooting Guide - Page 1
    Troubleshooting Guide - dc5850 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 dc5850 Models First Edition (January 2008) Document Part Number: 460188-001
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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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    Downloading the Latest Version of HP Insight Diagnostics 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
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    Interpreting POST Diagnostic Front Panel LEDs and Audible Codes 54 Appendix B Password Security and Resetting CMOS Resetting the Password Jumper ...58 Clearing and Resetting the CMOS ...59 Using Computer Setup to Reset CMOS 59 Using the CMOS Button to Reset CMOS 59 Appendix C Drive Protection
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    a set of recovery discs (Recommended) and 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
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    optical drive before booting to the hard drive. Refer to the Computer Setup (F10) Utility Guide for more information. 8. Select the appropriate language and click Continue. NOTE: It is recommended that you accept the assigned default keyboard for your language unless you want to test your specific
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    Interactive mode, but these require user intervention. ● Custom Test- over the testing process. The diagnostic software will prompt you for input during tests Number of Loops or Total Test Time. When choosing to run the test over a specified number of loops, enter the number HP Insight Diagnostics 3
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    the number of times of execution, the number of number of times the device has failed a test. ● The Error Code provides a numerical code for the failure. The error codes 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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    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, dc5850) in the text box and press the Enter key. 4. Select your specific computer model. 5. Select your
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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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    , optical drive, graphics, audio, memory, and software problems. If you encounter problems with the computer, refer to the tables in this chapter for probable causes and recommended solutions. NOTE: For information on specific error messages that may appear on the screen during Power-On Self-Test
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    you call. ● Write down the computer serial number and product ID number, and the monitor serial number before calling. ● Spend time troubleshooting the problem with the service technician. ● Remove any hardware that was recently added to your system. ● Remove any software that was recently installed
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    start on power loss is set in Computer Setup. If it 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 on page 32 for instructions. ● Be sure
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    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
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    to free up memory. Some applications run in the background and can be closed by right-clicking on their corresponding icons in the task tray. To prevent these applications from launching at startup, go to Start > Run (Windows XP) or Start > Accessories > Run (Windows Vista) and type msconfig
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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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    on the front of the computer are not flashing. Cause Solution 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
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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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    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 Start, click Explore
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    in Storage > Storage Options > Removable Media Boot. 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
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    disabled Run the Computer Setup utility and ensure the device's SATA in Computer Setup. port is enabled in Storage > Storage Options. Drive responds slowly immediately after power-up. Run Computer Setup and increase the POST Delay in Advanced > Power-On Options. 18 Chapter 2 Troubleshooting
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    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 drive entry in
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    . 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. 20 Chapter 2 Troubleshooting Without Diagnostics ENWW
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    card is a safety feature that prevents writing to and deleting from an SD/Memory Stick/ PRO card. If using an SD card, make sure that the 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
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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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    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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    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 is being used with Disable monitor energy saver feature. Troubleshooting Without Diagnostics ENWW
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    with the monitor for instructions. Image is not centered computer. CAUTION: Ensure that the computer power 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. ENWW Solving Display Problems
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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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    headphones or external speakers. Internal speaker is disabled in Computer Setup. Enable the internal speaker in Computer Setup. Select Advanced > Device Options > Internal Speaker. Computer is in standby mode. Press the power button to resume from standby mode. ENWW Solving Audio Problems 27
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    Table 2-7 Solving Audio Problems (continued) Sound does not come out of the speaker or headphones. Cause Solution CAUTION: When 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
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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 and online. Turn the printer on and make sure it is online. The correct printer drivers for the application are not installed. 1. Install the correct
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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 disabled (or enabled) in Computer Setup. Table 2-10 Solving Mouse Problems
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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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    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 still cannot resolve the issue, contact Customer Support. 32 Chapter 2 Troubleshooting Without
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    time to isolate the faulty module. 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 fifth iteration but LEDs continue flashing.) Cause
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    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: computer. Network driver does not detect network controller. Cause Network controller is disabled. Incorrect network driver. Solution 1. Run Computer Setup
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    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 that the cable is attached to the correct connector. There is a problem with the cable or a device at the other end Ensure that
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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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    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. To avoid damage to the DIMMs or the system board, you must unplug the computer power cord
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    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.
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    , common causes and solutions are listed in the following table. Table 2-14 Solving Processor Problems Poor performance is experienced. Cause Solution Processor 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
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    , 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 disabled Run the Computer Setup utility and ensure the device's SATA
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    -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 copying CDs is difficult or impossible. Cause Wrong or poor quality
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    Storage > Boot Order. Follow the procedures described in the "ROM Flash: Replicating the Setup: Creating 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
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    . 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 on the computer are disabled in Computer Setup. Enter Computer Setup (F10) and enable the
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    computers's RJ-45 connector. (If the connection is good, the "PC" Windows Vista 1. Select Start > Control Panel. 2. Click Network and Internet. 3. Click Internet Options. 4. In the Browsing history section on the General tab, click the Delete button. 5. Click the Delete cookies button. Windows XP
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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 indicates the modem is connected and working properly. Windows Vista 1. Select Start > Control Panel. 2.
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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 48 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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    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. POST Message Disabled suppresses most system messages during POST, such as memory count and non-error text messages
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    recently added, remove it to see if 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
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    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 proper memory module type. 201-Memory Error RAM failure. 1. Run Computer Setup or Windows utilities. 2. Ensure memory
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    Codes and Text Messages (continued) Control panel message Description Recommended action 303-Keyboard Controller Error I/O board keyboard controller. 1. Reconnect keyboard with computer latest BIOS image. Computer Setup. 2. Check and/or replace cables. 3. Clear CMOS. (See Appendix B, Password
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    is missing. 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
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    Table A-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action Third-party graphics card may be causing a Remove third-party graphics card to see if the problem. problem goes away. ENWW POST Numeric Codes and Text Messages 53
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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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    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
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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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    the Computer Setup Utilities menu: setup password and power-on password. When you establish only a setup password, any user can access all the information on the computer except Computer Setup. When you establish only a power-on password, the power-on password is required to access Computer Setup
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    and disables the password features. 9. To establish new passwords, repeat steps 1 through 4, replace 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 for Computer Setup instructions. 58
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    . See the Desktop Management Guide for further instructions on reestablishing passwords. For instructions on Computer Setup, see the Computer Setup (F10) Utility Guide. Using the CMOS Button to Reset CMOS The CMOS button resets CMOS but does not clear the power-on and setup passwords. 1. Turn off
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    the AC power cord from the wall outlet. The CMOS button will not clear CMOS if the power cord is connected 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. 60 Appendix B Password
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    hard drive. Your service provider can use this information to help diagnose conditions that caused you to run the DPS software. Running DPS will 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
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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. 62 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 49 O optical drive problems 40 P password clearing 57 power-on 57 setup 57 POST error messages 48 power problems 14 power-on password 57 printer problems 29 problems audio 27 CD
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Troubleshooting Guide - dc5850 Models
HP Compaq Business PCs