HP Dx5150 Troubleshooting Guide

HP Dx5150 - Compaq Business Desktop Manual

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  • HP Dx5150 | Troubleshooting Guide - Page 1
    Troubleshooting Guide HP Business Desktops dx5150 model Document Part Number: 375373-002 August 2005 This guide provides helpful hints and solutions for troubleshooting the above products as well as scenarios for possible hardware and software problems.
  • HP Dx5150 | Troubleshooting Guide - Page 2
    2004-2005 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Microsoft, MS-DOS, Windows, and Windows NT are trademarks of Microsoft Corporation in the U.S. and other countries. The only warranties for HP products and services are set
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    2 Troubleshooting Without Diagnostics Safety and Comfort 2-1 Before You Call for Technical Support 2-2 Helpful Hints 2-4 Solving General Problems 2-6 Solving Power Supply Problems 2-10 Solving Diskette Problems 2-13 Solving Hard Drive Problems 2-16 Solving Display Problems 2-19 Solving Audio
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    Drive Key Problems 2-42 Solving Internet Access Problems 2-43 Solving Software Problems 2-46 Contacting Customer Support 2-47 A POST Error Messages POST Numeric Codes and Text Messages A-2 POST Diagnostic Front Panel LEDs and Audible Codes A-5 B Password Security and Resetting CMOS Resetting
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    configuration of the computer while running Microsoft Windows XP. It also allows you to perform hardware and software tests on the subsystems of the computer. When you invoke Diagnostics for Windows Third-party devices not supported by HP may not be detected by Diagnostics for Windows. Save, print,
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    of the Diagnostics icons. In Windows XP Home or Windows XP Professional, select Start > Control Panel. 2. Look through the displayed icons in the Control Panel. ❏ If icons for Configuration Record and Diagnostics for Windows are included, the Diagnostics for Windows utility is installed. ❏ If icons
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    to complete the installation of Diagnostics for Windows. ✎ If you want to upgrade an existing version of Diagnostics for Windows installed on the computer, visit http://www.hp.com/support to locate and download the latest Diagnostics for Windows SoftPaq. Troubleshooting Guide www.hp.com 1-3
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    Start > HP Information Center > Diagnostics for Windows. You can also select the Diagnostics for Windows icon, located in the Control Panel, by clicking Start > Control Panel, then select Diagnostics for Windows. The screen displays the overview of the computer hardware and software. 2. For specific
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    and audio information ■ Windows-Windows information ■ Architecture-PCI Device information ■ Resources-IRQ, I/O, and Memory Map information ■ Health-Status of system temperature and hard drives ■ Miscellaneous-CMOS, DMI, BIOS, System, Product Name, and Serial Number Troubleshooting Guide www.hp.com
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    , the type and number of errors, and the error code. Running Diagnostic Tests in Diagnostics for Windows To run diagnostic tests: 1. Click Start > HP Information Center > Diagnostics for Windows. You can also select the Diagnostics for Windows icon, located in the Control Panel, by clicking Start
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    is complete. 5. Click the Begin Testing button at the bottom of the window. Test Status is displayed, showing the progress and result of each test. For more details on the tests run, click the Log tab or click Tab at the top of the screen and select Log. Troubleshooting Guide www.hp.com 1-7
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    , you may be able to solve some problems yourself. 10. Click Print or save the error information in case you need to contact an authorized dealer, reseller, or service provider for assistance. 11. To exit Diagnostics for Windows, click File, then click Exit. 1-8 www.hp.com Troubleshooting Guide
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    service cases. The Configuration Record gathers information automatically on the hardware and operating system software to deliver a comprehensive view of the system. It gathers information on such items as the ROM, asset tag, processor, physical drives, PCI devices, memory, graphics, operating
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    the computer periodically allows the user to keep a history of the configuration. This history may be useful to your service provider if the system ever encounters a problem that needs debugging. 4. To exit Configuration Record, click File, then click Exit. 1-10 www.hp.com Troubleshooting Guide
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    The Windows operating system and software can be restored to the original state that they were when you purchased the computer by using the Restore Plus! CD. See the documentation included with the Restore Plus! CD for complete instructions on using this feature. Troubleshooting Guide www.hp.com
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    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 for probable causes and recommended solutions. ✎ For information on specific error messages that may appear on the screen during Power
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    the exact problem before calling for technical support. ■ Run the Diagnostics for Windows utility. Refer to Chapter 1, "Computer Diagnostic Features" 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
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    software that was recently installed. ■ Run the Restore Plus! CD. Ä CAUTION: Running the Restore Plus! CD will erase all data on the hard drive. ✎ For sales information and warranty upgrades (Care Packs), call your local authorized service provider or dealer. Troubleshooting Guide www.hp.com 2-3
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    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" for more information. ■ Turn up the brightness and contrast controls of the monitor if the
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    Setup. Ä CAUTION: When the computer is plugged into an AC power source, there is always voltage applied to the system board. You must disconnect the power cord from the power source before opening the computer to prevent system board or component damage. Troubleshooting Guide www.hp.com 2-5
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    be disabled in Computer Setup. This option controls the front USB port and the two USB ports on the back of the computer under the NIC connector. Enable the Front Panel USB Port in Computer Setup. If the problem persists, contact an authorized service center. 2-6 www.hp.com Troubleshooting Guide
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    Transfer data from the hard drive to create more space on the hard drive. Add more memory. Defragment hard drive. Restart the computer. Run virus protection program. 1. Close unnecessary applications to free up memory. 2. Add more memory. Restart the computer. Troubleshooting Guide www.hp.com 2-7
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    the fan assembly is properly attached. See the appropriate Service Reference Guide for instructions on how to reinstall the heatsink. Correct heatsink installation is critical to proper system operation. 5. Contact an authorized reseller or service provider. 2-8 www.hp.com Troubleshooting Guide
  • HP Dx5150 | Troubleshooting Guide - Page 25
    board. 4. Check to see if the 5V_aux light on the system board is turned on. If it is turned on, then replace the power button harness. 5. If the 5V_aux light on the system board is not turned on, then replace the power supply. 6. Replace the system board. Troubleshooting Guide www.hp.com 2-9
  • HP Dx5150 | Troubleshooting Guide - Page 26
    ) not switched to correct line voltage (115V or 230V). Power supply will not turn on because of internal power supply fault. Solution Select the proper AC voltage using the selector switch. Contact an authorized service provider to replace the power supply. 2-10 www.hp.com Troubleshooting Guide
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    Troubleshooting Without Diagnostics Solving Power Supply Problems (Continued) Problem Cause Solution Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two-second pause. The Power LED will continue flashing until the problem is resolved.
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    occurs. Replace the device that is causing the failure. Continue adding devices one at a time to ensure all devices are functioning properly. 4. Contact an authorized service provider to replace the power supply. 5. Replace the system board. 2-12 www.hp.com Troubleshooting Guide
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    Windows XP, right-click Start, click Explore, and select a drive. Select File > Properties > Tools. Under Error-checking, click Check Now. Remove diskette and reinsert. Reconnect drive cable. Ensure that all four pins on the diskette power cable are connected to the drive. Reseat diskette drive
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    correct diskette type. Check the drive letter in the path statement. Replace the diskette with a new one. When drive activity stops, remove the diskette and press the Spacebar. The computer should start up. Restart the computer by pressing the power button. 2-14 www.hp.com Troubleshooting Guide
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    a bootable diskette. Enter Computer Setup and enable the diskette drive in Integrated Peripherals > Onboard FDC Controller. Enter Computer Setup and move the network interface card to the last position in Advanced BIOS Features > Removable Device Priority. Troubleshooting Guide www.hp.com 2-15
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    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, enter Computer Setup and disable the Quick Power On Self Test in Advanced BIOS Features. 2-16 www.hp.com Troubleshooting Guide
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    Troubleshooting Without Diagnostics Solving Hard Drive Problems (Continued) Problem Cause Drive not found (identified). (continued) Drive's controller is disabled in Computer Setup. Nonsystem disk/NTLDR missing message. Drive responds slowly immediately after power-up. The system is trying to
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    0. Observe if the front panel Power LED is blinking RED and if any beeps are heard. See Appendix A, "POST Error Messages" to determine possible causes for the blinking red and beep codes. See the Worldwide Limited Warranty for terms and conditions. Attempt the normal Windows "Shut Down" procedure
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    mode. Press the power button to resume from standby mode. Ä 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 your unsaved data. Troubleshooting Guide www.hp.com 2-19
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    Red five times, once every second, followed by a two-second pause, and the computer beeps five times. The beeps will repeat five times, but the Power LED will continue flashing until the problem is resolved. Pre-video memory error. Solution If the computer system has both an integrated graphics
  • HP Dx5150 | Troubleshooting Guide - Page 37
    the system board. Disable monitor energy saver feature. Adjust the monitor brightness and contrast controls. Check that the graphics cable is securely connected to the graphics card and the monitor. Install the video drivers included in the upgrade kit. Troubleshooting Guide www.hp.com 2-21
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    Troubleshooting Without Diagnostics Solving Display Problems (Continued) Problem Cause Blurry video or requested resolution cannot be set. (continued) Monitor is not capable of displaying requested resolution. Graphics card is bad. The picture is broken up, rolls, jitters, or flashes. The
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    you with the synchronization, go to the following Web site, select the appropriate monitor, and download either SP20930 or SP22333: http://www.hp.com/support 1. Reseat the graphics card. 2. Replace the graphics card. Use the Character Map to locate the and select the appropriate symbol. Click Start
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    come out of the speaker or headphones. Software volume control is turned down. Audio is hidden in Computer Setup. Solution Shut down all open processor-intensive applications. In Windows XP: 1. From the Control Panel, select Sounds and Audio Devices. 2. On the Audio tab, select a device from the
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    Troubleshooting Without Diagnostics Solving Audio Problems (Continued) Problem Cause Solution Sound does not come out of the speaker or headphones. (continued) The external speakers are not turned on. External speakers plugged into the wrong audio jack. Turn on the external speakers. See the
  • HP Dx5150 | Troubleshooting Guide - Page 42
    Troubleshooting Without Diagnostics Solving Audio Problems (Continued) Problem Cause Solution Noise or no sound comes out of the speakers or headphones. Computer may not be detecting the correct speaker/headphone type or output or analog-to-digital auto-sense is not engaged. 1. If you are
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    and check the power cord and electrical outlet. Install the correct printer driver for the application. Reconnect all cables. Reset the printer by turning it off for one minute, then turn it back on. Check the paper tray and refill it if it is empty. Select online. Troubleshooting Guide www.hp.com
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    not move using the arrow keys on the keypad. The Num Lock key may be on. Press the Num Lock key. The Num Lock light should not be on if you want to use the arrow keys. The Num Lock key can be disabled (or enabled) in Computer Setup. 2-28 www.hp.com Troubleshooting Guide
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    Limited Warranty for terms and conditions. Computer is in standby mode. Press the power button to resume from standby mode. Ä CAUTION: When attempting to resume from standby mode, do it with a mouse cleaning kit available from most computer stores. Troubleshooting Guide www.hp.com 2-29
  • HP Dx5150 | Troubleshooting Guide - Page 46
    . Use Windows XP Device Manager to deselect the automatic settings for the board and choose a basic configuration that does not cause a resource conflict. You can also use Computer Setup to reconfigure or disable devices to resolve the resource conflict. 2-30 www.hp.com Troubleshooting Guide
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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. See Appendix A, "POST Error Messages" to determine possible causes. 3. If you still cannot resolve the issue, contact Customer Support. Power LED flashes Red five
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    Troubleshooting Without Diagnostics Solving Hardware Installation Problems (Continued) Problem Cause Solution Power LED flashes Red ten times, once every second, followed by a two-second pause, and the computer beeps ten times. The beeps will repeat five times, but the Power LED will continue
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    detect network controller. Network controller is disabled. Incorrect network driver. Solution Enable Wake-on-LAN. 1. Select Start > Control Panel. 2. Double-click Network Connections. 3. Double-click Local Area Connection. 4. Click Properties. 5. Click Configure. 6. Click the Power Management tab
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    Network Problems (Continued) Problem Cause Network status link light never flashes. ✎ The network status light is supposed to flash when there is network activity. No active network is detected. Network controller is not set up properly. Network controller is disabled. Network driver is
  • HP Dx5150 | Troubleshooting Guide - Page 51
    PnP/PCI Configurations > IRQ Resources. Verify that the drivers were not accidentally deleted when the drivers for a new expansion board were installed. Enter Computer Setup and change the resource settings for the board in PnP/PCI Configurations > IRQ Resources. Troubleshooting Guide www.hp.com
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    Troubleshooting Without Diagnostics Solving Network Problems (Continued) Problem Cause Network controller stops working without apparent cause. The files containing the network drivers the NIC drivers for your NIC. Contact an authorized service provider. 2-36 www.hp.com Troubleshooting Guide
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    Troubleshooting Without Diagnostics Solving Memory Problems If you encounter memory problems, some common causes and solutions are listed in the following table. Ä CAUTION: This system does not support ECC memory. Solving Memory Problems Problem Cause System will not boot or does not function
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    until the problem is resolved. Memory is installed incorrectly or is bad. Solution 1. Reseat DIMMs. Power on the system. 2. Replace DIMMs one at a time to isolate the faulty module. 3. Replace third-party memory with HP memory. 4. Replace the system board. 2-38 www.hp.com Troubleshooting Guide
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    Troubleshooting Without Diagnostics Solving Processor Problems If you encounter processor problems, common causes and solutions are listed in the following table. Solving Processor Problems Problem Cause Poor performance is experienced. Processor is hot. Power LED flashes Red three times,
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    Features and Advanced BIOS Features > Removable Device Priority. See the documentation that came with the optional device. See the documentation that came with the DVD drive. Install decoder software. Replace media. Use DVD software to remove parental lock. 2-40 www.hp.com Troubleshooting Guide
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    as audio or video. Wait at least 30 seconds to let the DVD-ROM drive Windows does not detect the CD-ROM or DVD-ROM drive. 1. Use Device Manager to remove or uninstall the device in question. 2. Restart the computer and let Windows detect the CD or DVD driver. Troubleshooting Guide www.hp
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    last physical drive is not available. The computer boots to DOS after making a bootable Drive Key. Drive Key is bootable. Solution Change the default drive letter for the Drive Key in Windows XP. Install the Drive Key only after the operating system boots. 2-42 www.hp.com Troubleshooting Guide
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    DSL service is not available or has been interrupted due to bad weather. The CAT5 UTP cable is disconnected. IP address is not configured the "PC" LED light on the front of the cable/DSL modem will be on.) Contact your ISP for the correct IP address. Troubleshooting Guide www.hp.com 2-43
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    . This is useful for having your browser remember some specific information that the Web server can later retrieve.) In Windows XP: 1. Select Start > Control Panel. 2. Double-click Internet Options. 3. On the Log on to your ISP and launch the desired program. 2-44 www.hp.com Troubleshooting Guide
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    modem uses, then click Properties. 7. Under Device status, verify that the modem is working properly. 8. Under Device usage, verify the modem is enabled. 9. If there are further problems, click the Troubleshoot button and follow the on-screen instructions. Troubleshooting Guide www.hp.com 2-45
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    the beeps and LED lights on the front of the computer. See Appendix A, "POST Error Messages" to determine possible causes. See the Restore Kit or the Worldwide Limited Warranty for terms and conditions. Use recovery diskette to scan hard drive for errors. 2-46 www.hp.com Troubleshooting Guide
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    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 CD for technical assistance. Troubleshooting Guide www.hp.com 2-47
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    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. POST Message Disabled suppresses most
  • HP Dx5150 | Troubleshooting Guide - Page 66
    configuration. A checksum error may indicate that CMOS has become corrupt. A weak battery may have caused this error. CPU at nnnn Displays the running speed of the CPU. Press ESC to skip memory test HARD DISK INSTALL FAILURE Cannot find or initialize the hard drive controller or the drive
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    This may mean an unitialized or corrupt ATA flash. Shut down the system, ensure that the power and data cables of all storage devices are plugged in properly, and reboot the system. If the problem persists, contact an authorized service center for assistance. Troubleshooting Guide www.hp.com A-3
  • HP Dx5150 | Troubleshooting Guide - Page 68
    POST Error Messages Numeric Codes and Text Messages (Continued) Code/Message Probable Cause Recommended Action Warning: CPU fan has failed. CPU Fan weak (RPM < 1000) or not turning. Ensure that the CPU fan power cable is connected. If the problem persists, contact an authorized service center
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    Green Power LED flashes every two seconds. The Power LED will continue flashing until the problem is resolved. None Computer in Suspend to RAM mode (some models only) or normal Suspend mode. None required. Press any key or move the mouse to wake the computer. Troubleshooting Guide www.hp.com
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    POST Error Messages Diagnostic Front Panel LEDs and Audible Codes (Continued) Activity Beeps Possible Cause Recommended Action Red Power LED flashes two times, once every second, followed by a two-second pause. The Power LED will continue flashing until the problem is resolved. None
  • HP Dx5150 | Troubleshooting Guide - Page 71
    Diagnostic Front Panel LEDs and Audible Codes (Continued) Activity Beeps Possible Cause Recommended Action Red Power LED flashes four times, once every second, followed by a two-second pause. The Power LED will continue flashing until the problem is resolved. None Power failure (power supply
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    and Audible Codes (Continued) Activity Beeps Possible Cause Recommended Action Red Power LED flashes six times, once every second, followed by a two-second pause. The Power LED will continue flashing until the problem is resolved. 6 Pre-video For systems with a graphics card: graphics error
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    Front Panel LEDs and Audible Codes (Continued) Activity Beeps Possible Cause Recommended Action Red Power LED flashes ten times, once every second, followed by a two-second pause. The Power LED will continue flashing until the problem is resolved. 10 Bad option card. 1. Check each graphics
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    board. 4. Check to see if the 5v_aux light on the system board is turned on. If it is turned on, then replace the power button harness. 5. If the 5v_aux light on the system board is not turned on, then replace the power supply. 6. Replace the system board. A-10 www.hp.com Troubleshooting Guide
  • HP Dx5150 | Troubleshooting Guide - Page 75
    and Resetting CMOS This computer supports security password features, which can be established through the Computer Setup Utilities menu. This computer supports two security gain access to the information on the computer by resetting the password jumper. Troubleshooting Guide www.hp.com B-1
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    IPM can be downloaded from http://www.hp.com/support. 5. Remove the jumper from pins 1 and 2. Place the jumper on either pin 1 or 2, but not both, so that it does not get lost. 6. Replace the computer cover or access panel. 7. Reconnect the external equipment. B-2 www.hp.com Troubleshooting Guide
  • HP Dx5150 | Troubleshooting Guide - Page 77
    and Resetting CMOS 8. Plug in the computer and turn on power. Allow the operating system to start. This clears the current passwords and disables the Utility Guide on the Documentation CD for Computer Setup instructions. Clearing and Resetting the CMOS The computer's configuration memory (CMOS
  • HP Dx5150 | Troubleshooting Guide - Page 78
    CMOS See the Desktop Management Guide on the Documentation CD for further instructions on reestablishing passwords. For instructions on Computer Setup, see the Computer Setup (F10) Utility Guide on the Documentation CD Using the CMOS Switch to Reset CMOS ✎ Use this method to reset CMOS if you
  • HP Dx5150 | Troubleshooting Guide - Page 79
    switch will not clear CMOS if the power cord is connected. CMOS switch ✎ For assistance locating the CMOS switch and other system board components, see the Illustrated Parts Map (IPM) for that particular system. 5. Replace the computer cover or access panel. Troubleshooting Guide www.hp.com B-5
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    . For instructions on Computer Setup, see the Computer Setup (F10) Utility Guide on the Documentation CD. Backing Up the CMOS Backing up is easily done. The CMOS Save/Load utility ROMPAQ can be found at http://www.hp.com under the support and drivers for the HP Business Desktop dx5150. Download the
  • HP Dx5150 | Troubleshooting Guide - Page 81
    the "+" next to Audio Devices to expand it. 7. Highlight the appropriate driver by clicking it. 8. Click Properties. 9. Click Settings. 10. Change the Output Mode to the desired setting. 11. Click OK to close the Properties panel. 12. Close the Control Panel. Troubleshooting Guide www.hp.com C-1
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    , replacing 2-6 beep codes A-5 blank screen 2-19 C CD-ROM or DVD problems 2-40 CMOS backing up B-6 clearing and resetting B-3 switch B-4 Configuration Record Utility installing 1-10 overview 1-9 running 1-10 Customer Support 2-2, 2-47 D date and time display 2-6 Diagnostics for Windows detecting
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    codes A-2 O optical drive problems 2-40 P password clearing B-1 features B-1 resetting jumper B-2 supervisor B-1 user B-1 POST enabling error messages A-1 error messages A-1 power supply problems 2-10 printer problems 2-27 problems audio 2-24 CD-ROM and DVD 2-40 diskette 2-13 display 2-19 Drive
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Troubleshooting Guide
HP Business Desktops
dx5150 model
Document Part Number: 375373-002
August 2005
This guide provides helpful hints and solutions for troubleshooting
the above products as well as scenarios for possible hardware and
software problems.