Compaq d538 Troubleshooting Guide

Compaq d538 - Convertible Minitower Desktop PC Manual

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  • Compaq d538 | Troubleshooting Guide - Page 1
    Troubleshooting Guide Compaq Business Desktops d530, d330, and d325 Models Document Part Number: 312969-002 May 2003 This guide provides helpful hints and solutions for troubleshooting the above products as well as scenarios for possible hardware and software problems.
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    and is subject to change without notice. The warranties for HP products are set forth in the express limited warranty statements accompanying damage to equipment or loss of information. Troubleshooting Guide Compaq Business Desktops d530, d330, and d325 Models Second Edition (May 2003) Document Part
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    Diskette Problems 2-11 Solving Hard Drive Problems 2-14 Solving Display Problems 2-17 Solving Audio Problems 2-21 Solving Printer Problems 2-24 Solving Keyboard and Mouse Problems 2-25 Solving Hardware Installation Problems 2-27 Solving Network Problems 2-29 Troubleshooting Guide www.hp
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    Memory Problems 2-32 Solving Processor Problems 2-33 Solving CD-ROM and DVD Problems 2-34 Solving DiskOnKey Problems 2-36 Solving Internet Access Problems 2-36 Solving Software Problems 2-40 Contacting Customer Support D-1 Microsoft Windows XP D-2 Index iv www.hp.com Troubleshooting Guide
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    a new device. ■ Third party devices not supported by HP may not be detected. Save, print, or display the information generated by the utility. You should run tests and have the printed report available before placing a call to the Customer Support Center. Troubleshooting Guide www.hp.com 1-1
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    installed. ❏ If icons for Configuration Record and Diagnostics for Windows are not included, the Diagnostics for Windows utility may be loaded, but not installed. 1-2 www.hp.com Troubleshooting Guide
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    Software icon on the Desktop > Diagnostics for Windows > Next button, then follow the instructions on the screen. ❏ In either Windows XP or Windows 2000, if the Setup , visit www.hp.com/support to locate and download the latest Diagnostics for Windows SoftPaq. Troubleshooting Guide www.hp.com 1-3
  • Compaq d538 | Troubleshooting Guide - Page 8
    in Diagnostics for Windows To use the categories do the following: 1. Click Start > HP Information Center > Diagnostics for Windows. You can also select the Diagnostics for Windows icon, To exit Diagnostics for Windows, click File, and then click Exit. 1-4 www.hp.com Troubleshooting Guide
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    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 1-5
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    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 Tab at the top of the screen and select Test. 1-6 www.hp.com Troubleshooting Guide
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    screen and select Log. 6. To view a test report, select a tab: ❏ The Status tab summarizes the tests run, passed, and failed during the current testing session. 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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    availability. The information obtained by the utility is useful in troubleshooting system problems, and streamlines the service process by enabling quick and easy identification of system configurations differences between the two highlighted in the color red. Troubleshooting Guide www.hp.com 1-9
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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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    computer information from remote machines to a service provider. The Remote Diagnostics Enabling Agent captures problems when they do occur. ✎ The Remote Diagnostics Enabling Agent is pre-loaded on most computers and is available through a SoftPaq at www.hp.com/support. Troubleshooting Guide www.hp
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    or upgrade an existing version of Remote Diagnostics Enabling Agent, visit www.hp.com/support then locate and download the latest Remote Diagnostics Enabling Agent SoftPaq. Restore Kit. See the Restore Kit for complete instructions on using this feature. 1-12 www.hp.com Troubleshooting Guide
  • Compaq d538 | Troubleshooting Guide - Page 17
    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
  • Compaq d538 | Troubleshooting Guide - Page 18
    to do the following to ensure that your service call is handled properly: ■ Be in front of your computer when you call. ■ Write down the computer and monitor serial numbers before calling. ■ Spend time troubleshooting the problem with the service technician. 2-2 www.hp.com Troubleshooting Guide
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    LEDs on the front of the computer. 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 . If the system will not shut down, unplug Troubleshooting Guide www.hp.com 2-3
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    board or other option. See "Solving Hardware Installation Problems" for instructions. ■ Be sure that all the needed device drivers the factory-installed operating system, check to be sure that it is supported on the system. ■ If the system has multiple video sources hp.com Troubleshooting Guide
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    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 Lock key can be disabled (or enabled) in Computer Setup. Troubleshooting Guide www.hp.com 2-5
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    Troubleshooting Without Diagnostics Solving General Problems (Continued) Problem Cause Smart Cover FailSafe Key, a device for manually disabling the Smart Cover Lock, is available from HP. You will need the FailSafe Key in case reseller or service provider. 2-6 www.hp.com Troubleshooting Guide
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    Troubleshooting Without Diagnostics Solving General Problems (Continued) Problem Cause System does not power on and the LEDs on the front of the computer are on the system board is not turned on, then replace the power supply. 6. Replace the system board. Troubleshooting Guide www.hp.com 2-7
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    Troubleshooting Without Diagnostics Solving Power Supply Problems Solving Power Supply Problems Problem Cause Power supply shuts down intermittently. Voltage selector assembly is properly attached. 5. Contact an authorized reseller or service provider. 2-8 www.hp.com Troubleshooting Guide
  • Compaq d538 | Troubleshooting Guide - Page 25
    into the connector on the system board. 3. Check if a device is causing the problem by removing ALL attached devices (such as hard, diskette, or optical drives, and Contact an authorized service provider to replace the power supply. 5. Replace the system board. Troubleshooting Guide www.hp.com 2-9
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    Troubleshooting Without Diagnostics Solving Power Supply Problems (Continued) Problem Cause Solution System does not power on and LEDs are not flashing. System unable board is not turned on, then replace the power supply. 6. Replace the system board. 2-10 www.hp.com Troubleshooting Guide
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    See "Solving Hardware Installation Problems" for instructions. Solving Diskette Problems Problem Cause Diskette drive light hard drive that has DriveLock security enabled. (This feature supported on select models only.) Solution In Microsoft Windows 2000 Troubleshooting Guide www.hp.com 2-11
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    Diskette is damaged. Invalid media reported. A problem has occurred with a disk transaction. The directory structure is bad, or there is a problem with a file. Diskette drive cannot read desired options, and click Start to begin formatting the diskette. 2-12 www.hp.com Troubleshooting Guide
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    Troubleshooting Without Diagnostics Solving Diskette Problems (Continued) Problem Cause Diskette drive cannot read a diskette. (continued) You are using the wrong . Run Computer Setup and disable Diskette MBR Validation in Storage > Storage Options. Troubleshooting Guide www.hp.com 2-13
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    within Computer 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 Setup and try adding a (ATA) controllers in Storage > Storage Options. 2-14 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 responds slowly immediately after power- cable connected to the secondary IDE (ATA) controller on the system board. Troubleshooting Guide www.hp.com 2-15
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    Troubleshooting Without Diagnostics Solving Hard Drive Problems (Continued) Problem Cause Computer will not start. Hard drive is damaged. Computer seems to be locked up. to turn off the power. To restart the computer, press the power button again. 2-16 www.hp.com Troubleshooting Guide
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    Troubleshooting Without Diagnostics Solving Display Problems If you encounter display problems, see the documentation that came with the monitor and to the common causes and solutions listed in the following table. Solving Display Problems Problem data. Troubleshooting Guide www.hp.com 2-17
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    Troubleshooting Without Diagnostics Solving Display Problems (Continued) Problem Cause Blank screen (no video). (continued) Monitor cable is plugged into the wrong Disable monitor energy saver feature. Adjust the monitor brightness and contrast controls. 2-18 www.hp.com Troubleshooting Guide
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    for instructions. None. It is normal for the degaussing coil to be activated when the monitor is powered on. None. It is normal for some monitors to make a clicking noise when turned on and off, when going in and out of standby mode, and when changing resolutions. Troubleshooting Guide www.hp.com
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    menu. 2. Manually synchronize the hp.com/support Use the Character Map to locate the and select the appropriate symbol. Click Start > All Programs > Accessories > System Tools > Character Map. You can copy the symbol from the Character Map into a document. 2-20 www.hp.com Troubleshooting Guide
  • Compaq d538 | Troubleshooting Guide - Page 37
    Troubleshooting Without Diagnostics Solving Audio Problems If the computer has audio features and you encounter audio problems, see the common causes and solutions listed in the following table. Solving Audio Problems Problem or external speakers. Troubleshooting Guide www.hp.com 2-21
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    Troubleshooting Without Diagnostics Solving Audio Problems (Continued) Problem Cause Solution Sound -to-mono adapter is not available, use the multimedia device properties to manually switch the audio signal from analog to digital. 3. If the headphones 2-22 www.hp.com Troubleshooting Guide
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    Troubleshooting Without Diagnostics Solving Audio Problems (Continued) Problem Cause Solution ✎ If you set digital as the Output Mode, the internal speaker and space on the hard disk. You can also try recording the audio file in a compressed format. Troubleshooting Guide www.hp.com 2-23
  • Compaq d538 | Troubleshooting Guide - Page 40
    Troubleshooting Without Diagnostics Solving Printer Problems If you encounter printer problems, see the documentation that came with the printer and to the common causes and solutions listed in the following table. Solving Printer Problems Problem Printer memory may hp.com Troubleshooting Guide
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    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. Troubleshooting Guide www.hp.com 2-25
  • Compaq d538 | Troubleshooting Guide - Page 42
    Troubleshooting Without Diagnostics Solving Mouse Problems Problem Cause Solution Mouse does not respond to movement or is too slow. Mouse connector is not properly of the mouse and clean it with a mouse cleaning kit available from most computer stores. 2-26 www.hp.com Troubleshooting Guide
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    Windows XP, use the Add Hardware Wizard) and follow the instructions that appear on the screen. Solving Hardware Installation Problems Problem Cause A new device is not recognized as part of reconfigure or disable devices to resolve the resource conflict. Troubleshooting Guide www.hp.com 2-27
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    Troubleshooting Without Diagnostics Solving Hardware Installation Problems (Continued) Problem Cause Solution Computer will not start. Wrong memory modules were used in the upgrade or memory For systems with integrated graphics, replace the system board. 2-28 www.hp.com Troubleshooting Guide
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    mode. See the Network Communications Guide. Ensure that the cable is securely attached to the network connector and that the other end of the cable is securely attached to the correct device. Ensure that the cable is attached to the correct connector. Troubleshooting Guide www.hp.com 2-29
  • Compaq d538 | Troubleshooting Guide - Page 46
    Troubleshooting Without Diagnostics Solving Network Problems (Continued) Problem Cause Diagnostics reports a failure. (continued) There is a problem resource settings for the board. Contact an authorized service provider. Make sure the network drivers are loaded and hp.com Troubleshooting Guide
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    Troubleshooting Without Diagnostics Solving Network Problems (Continued) Problem Cause Network controller stops working without apparent cause. The files Installation Server contains the NIC drivers for your NIC. Contact an authorized service provider. Troubleshooting Guide www.hp.com 2-31
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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: For those systems that support ECC memory, HP does not support mixing ECC and non-ECC memory. Otherwise, the system will not
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    Troubleshooting Without Diagnostics Solving Memory Problems (Continued) Problem Cause Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. Memory is present. 2. Reseat the processor. Troubleshooting Guide www.hp.com 2-33
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    out from the drive until the tray is fully extended, then remove the disc. Re-insert the CD with the label facing up. 2-34 www.hp.com Troubleshooting Guide
  • Compaq d538 | Troubleshooting Guide - Page 51
    Troubleshooting Without Diagnostics Solving CD-ROM and DVD Problems (Continued) Problem Cause Solution CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW drive cannot media for the drive. 3. Try a different brand of media. Quality varies widely between manufacturers. Troubleshooting Guide www.hp.com 2-35
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    causes and solutions listed in the following table. Solving Internet Access Problems Problem Cause Unable to connect to the Internet. Internet Service Provider (ISP) account is not set up properly. Modem is light on the front of the cable/DSL modem. 2-36 www.hp.com Troubleshooting Guide
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    Troubleshooting Without Diagnostics Solving Internet Access Problems (Continued) Problem Cause Solution Unable to connect to the Internet. (continued) Cable/DSL service is not available or has been on to your ISP and launch the desired program. Troubleshooting Guide www.hp.com 2-37
  • Compaq d538 | Troubleshooting Guide - Page 54
    , 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. 2-38 www.hp.com Troubleshooting Guide
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    , 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 2-39
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    Troubleshooting Without Diagnostics Solving Software Problems Most software problems occur as a result of the following: ■ The application was not installed or configured correctly. ■ There is insufficient memory available to run the application. ■ There is a conflict between applications. ■ Be
  • Compaq d538 | Troubleshooting Guide - Page 57
    an authorized reseller or dealer. To locate a reseller or dealer near you, visit www.hp.com. ✎ 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. Troubleshooting Guide www.hp.com 2-41
  • Compaq d538 | Troubleshooting Guide - Page 58
    during POST, such as memory count and non-error text messages. If a POST error occurs, the screen will display the error message. To manually switch to the POST Messages Computer Setup, see the Computer Setup (F10) Utility Guide on the Documentation Library CD. Troubleshooting Guide www.hp.com A-1
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    B, "Password Security and Resetting CMOS.") 5. If the message disappears, there may be a problem with the expansion card. 6. Replace the system board. 1. Clear CMOS. (See Appendix and Resetting CMOS.") 2. Remove expansion boards. 3. Replace the system board. A-2 www.hp.com Troubleshooting Guide
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    . 3. If third-party memory has been added, test using HP-only memory. 4. Verify proper memory module type. 183-Invalid Processor Jumper Setting System board jumper improperly set. Reset system board jumpers to match processor and bus speeds (select models). Troubleshooting Guide www.hp.com A-3
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    Device Failure. Error code: XX, Memory Module Socket(s): XX A specific error has occurred in a memory device installed in the identified socket. 1. Verify proper memory module type. 2. Try another memory socket. 3. Replace memory module if problem persists. A-4 www.hp.com Troubleshooting Guide
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    parallel port X. 1. Remove any parallel port expansion cards. 2. Clear CMOS. (See Appendix B, "Password Security and Resetting CMOS.") 3. Reconfigure card resources and/or run Computer Setup. Troubleshooting Guide www.hp.com A-5
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    . 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 the system board. A-6 www.hp.com Troubleshooting Guide
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    is not Connected Smart Cover Lock mechanism is missing or not connected. 1. Reconnect or replace hood locking mechanism. 2. Reseat or replace hood locking mechanism cable. Troubleshooting Guide www.hp.com A-7
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    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. A-8 www.hp.com Troubleshooting Guide
  • Compaq d538 | Troubleshooting Guide - Page 66
    message.) 1. Determine if hard drive is giving correct error message. Run the Drive Protection System test if available. 2. Apply firmware patch if applicable. (Visit www.hp.com/support) 3. Back up contents and replace hard drive. Troubleshooting Guide www.hp.com A-9
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    Patch Error Processor is not supported by ROM BIOS. Upgrade BIOS to proper version. 1998-Master Boot Record has been Lost. The previously saved copy of the MBR has been corrupted. Run Computer Setup and save the MBR of the current bootable disk. A-10 www.hp.com Troubleshooting Guide
  • Compaq d538 | Troubleshooting Guide - Page 68
    changes. ECC Multiple Bit Error Detected in Memory Module. Chipset has detected more than one bad bit in a 64-bit quadword of the memory array. Replace the memory module. Parity Check 2. Parity RAM failure. Run Computer Setup and Diagnostic utilities. Troubleshooting Guide www.hp.com A-11
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    normal Suspend mode. None Green Power LED flashes four times, once per second. None Computer in Suspend to Disk or "Hibernate" mode. None A-12 www.hp.com Troubleshooting Guide
  • Compaq d538 | Troubleshooting Guide - Page 70
    or service provider. Red Power LED stays on. OR Red Power LED flashes three times, once every second, followed by a two second pause. None Processor not installed (not an indicator of bad processor). 1. Check to see that the processor is present. 2. Reseat the processor. Troubleshooting Guide
  • Compaq d538 | Troubleshooting Guide - Page 71
    if a device is causing the problem by removing ALL attached devices ( memory error 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. A-14 www.hp.com Troubleshooting Guide
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    by a two second pause. Invalid ROM based on bad checksum. 1. Reflash the ROM using a ROMPaq diskette. See the "ROM Flash" section of the Desktop Management Guide. 2. Replace the system board. Troubleshooting Guide www.hp.com A-15
  • Compaq d538 | Troubleshooting Guide - Page 73
    button harness. 5. If the 3.3 V_aux light on the system board is not turned on, then replace the power supply. 6. Replace the system board. A-16 www.hp.com Troubleshooting Guide
  • Compaq d538 | Troubleshooting Guide - Page 74
    can be established through the Computer Setup Utilities menu. This computer supports two security password features that are established through the Computer Setup See the Computer Setup (F10) Utility Guide for information on backing up the CMOS settings. Troubleshooting Guide www.hp.com B-1
  • Compaq d538 | Troubleshooting Guide - Page 75
    static electricity by briefly touching a grounded metal object. See the Safety & Regulatory Information guide for more information. 3. Remove the computer cover or access panel. 4. Locate the computer cover or access panel. 7. Reconnect the external equipment. B-2 www.hp.com Troubleshooting Guide
  • Compaq d538 | Troubleshooting Guide - Page 76
    (F10) Utility Guide on the Documentation Library CD for Computer Setup instructions. Clearing and Resetting the CMOS The computer's configuration memory (CMOS) stores a grounded metal object. See the Safety & Regulatory Information Guide for more information. Troubleshooting Guide www.hp.com B-3
  • Compaq d538 | Troubleshooting Guide - Page 77
    needed later. Back up is easily done through Computer Setup. See the Computer Setup (F10) Utility Guide for information on backing up the CMOS settings. 4. Locate, press, and hold the CMOS button in system. 5. Replace the computer cover or access panel. B-4 www.hp.com Troubleshooting Guide
  • Compaq d538 | Troubleshooting Guide - Page 78
    sequence order and other factory settings. It will not, however, force hardware rediscovery. See the Desktop Management Guide for further instructions on reestablishing passwords. For instructions on Computer Setup, see the Computer Setup (F10) Utility Guide. Troubleshooting Guide www.hp.com B-5
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    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 run DPS; instead, back up the information on the hard drive and contact a service provider for a replacement hard drive. Troubleshooting Guide www.hp.com C-1
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    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. C-2 www.hp.com Troubleshooting Guide
  • Compaq d538 | Troubleshooting Guide - Page 81
    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. Troubleshooting Guide www.hp.com C-3
  • Compaq d538 | Troubleshooting Guide - Page 82
    solution that supports analog or digital external stereo speakers. These systems are capable of auto-sensing the speaker type and outputting the correct signal. To manually change between panel. 7. Close the System Properties panel. 8. Close the Control Panel. Troubleshooting Guide www.hp.com D-1
  • Compaq d538 | Troubleshooting Guide - Page 83
    . 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. D-2 www.hp.com Troubleshooting Guide
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    port A-9 general problems 2-5 H helpful hints 2-3 J jumper settings 2-14 K keyboard error code A-5 solving problems 2-25 testing 2-3 L LEDs blinking power A-12 blinking PS/2 keyboard A-12 M memory error codes A-3, A-4 solving problems 2-32 MIDI port A-9 Troubleshooting Guide www.hp.com Index-1
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    resetting CMOS B-1 password jumper B-1 RTC battery A-3 S security password B-1 serial port A-8 setup password B-1 SMART Hard Drive A-9 software problems 2-40 software, protecting and restoring 1-12 system board, error codes A-2 W Wake-on-LAN feature 2-29 Index-2 www.hp.com Troubleshooting Guide
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Troubleshooting Guide
Compaq Business Desktops
d530, d330, and d325 Models
Document Part Number: 312969-002
May 2003
This guide provides helpful hints and solutions for troubleshooting
the above products as well as scenarios for possible hardware and
software problems.