Compaq dc5850 Troubleshooting Guide

Compaq dc5850 - Microtower PC Manual

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  • Compaq 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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    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 Problems ...18 Solving Media Card Reader Problems 21
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    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 System (DPS) Accessing DPS
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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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    Provides system BIOS and PCI device information. Asset Control-Shows product name, asset tag, system serial number, and processor information. Communication-Shows information about the computer parallel (LPT) and serial (COM) port settings, plus USB and network controller information. Graphics-Shows
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    testing of a system. The Custom Test mode allows you to specifically select which devices, tests, and test parameters are run. For executed, either Number of Loops or Total Test Time. When choosing to run the test over a specified number of loops, enter the number of loops to HP Insight Diagnostics 3
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    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 the 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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    then remove the CD from the optical drive. Downloading the Latest Version of HP Insight Diagnostics 1. Go to http://www.hp.com. 2. Click the Software & Driver Downloads link. 3. Enter your product number (for example, dc5850) in the text box and press the Enter key. 4. Select your specific computer
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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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    is handled properly: ● Be in front of your computer when 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
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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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    prolongs the life of the RTC 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
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    to the correct jack on the rear of the computer. rear of the computer. Poor performance is experienced. Cause Processor is hot. Hard drive is full. Low on memory. Hard drive fragmented. Program previously accessed did not release reserved memory back to the system. Virus resident on the hard
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    more memory. 3. Upgrade the graphics solution. Cause unknown. Restart the computer. Computer powered off automatically and the Power LED of the power supply on some models, is set to the appropriate voltage. Proper voltage setting depends on your region. 2. Remove the expansion cards one at
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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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    Open the hood and ensure the 4- or 6-wire power supply cable is seated into the connector on the system board. 2. Check if a device is causing the problem by removing ALL attached devices (such as hard, diskette, or optical drives, and expansion cards). Power on the system. If the system enters the
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    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 are disabled in Computer Setup. Diskette is damaged. Solution Format the diskette. 1. From Windows Explorer
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    in the drive. Spacebar. The computer should start up. Diskette error has occurred. Restart the computer by pressing the power button. Cannot Boot to Diskette. Cause Diskette is not bootable. Solution Replace with a bootable diskette. 16 Chapter 2 Troubleshooting Without Diagnostics ENWW
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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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    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 disabled Run the Computer Setup
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    accessed. 3. Install system files for the appropriate operating system. 4. Restore the system to a recovery point in HP Backup and Recovery Manager. Refer to the HP Backup and Recovery Manager User Guide in the Windows Start menu for more information. Hard drive boot has been disabled in Computer
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    carrier. 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
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    slot, or is not 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 Vista), right-click on
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    computer attempts to boot from the media card. Cause Solution The inserted media card has boot capability. If you do not want to boot from the media card, remove it during boot or do not select the option to boot from the inserted media card during the boot process. 22 Chapter 2 Troubleshooting
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    select the Settings tab. In Windows Vista Control Panel, under Appearance and Personalization, select Adjust screen resolution. 2. Use the sliding control to reset the resolution. Cannot enable integrated graphics after installing a PCI Express x16 graphics card. Cause Solution On systems with
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    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 flashing.) Cause Solution Pre-video graphics error. For
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    If the graphics controller was upgraded, the correct graphics Install the video drivers included in the upgrade kit. drivers may not be loaded. Monitor is not capable of displaying requested resolution. Change requested resolution. Graphics card is bad. Replace the graphics card. The picture
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    menu. Manually synchronize the Clock and Clock Phase onscreen display functions. To download a SoftPaq that will assist you with the synchronization, go to the following Web site, select the appropriate monitor, and download either SP32347 or SP32202: http://www.hp.com/support Graphics card is not
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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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    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 unsaved data. Sound
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    following table. Table 2-8 Solving Printer Problems Printer will not print. Cause Solution power cord and electrical outlet. Printer prints garbled information. Cause The correct printer driver for the application is not installed. The cables may not be connected properly. Printer memory
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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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    . Cause Mouse may need cleaning. Mouse may need repair. Computer is in standby mode. Solution Remove the roller ball cover on the mouse and clean the internal components. See the Worldwide Limited Warranty for terms and conditions. Press the power button to resume from standby mode. CAUTION: When
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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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    Replace third-party memory with HP memory. 4. Replace the system board. Power LED flashes Red six times, once every second, followed by a two second pause, and the computer beeps six times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution Graphics card is not seated
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    Configure button. 7. Click the Power Management tab, then select the check box to Allow this device to wake the computer. Network driver does not detect network controller. Cause Network controller is disabled. Incorrect network driver. Solution 1. Run Computer Setup and enable network controller
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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 problem Panel and configure the network controller. Network controller stopped working when an expansion board was added to the 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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    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. Table 2-13 Solving Memory Problems System will
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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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    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 disabled Run the Computer Setup
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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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    Device: Supported USB Flash Media Device" section of the Service Reference Guide. The computer boots to DOS after making a bootable Drive Key. Cause Solution Drive Key is bootable. Install the Drive Key only after the operating system boots. 42 Chapter 2 Troubleshooting Without Diagnostics
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    the following table. Table 2-17 Solving Front Panel Component Problems A USB device, headphone, or microphone is not recognized by the computer. Cause Solution Device is not properly connected. The device does not have power. The correct device driver is not installed. The cable from the device
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    corrupted. (A "cookie" is a small piece of information that a Web server can store temporarily with the Web browser. This is useful for having the browser remember some specific information that the Web server can later retrieve.) Windows Vista 1. Select Start > Control Panel. 2. Click Network and
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    Table 2-18 Solving Internet Access 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
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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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    was 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
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    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 modules are correctly installed. 3. Verify proper memory module type. 4. Remove and replace the
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    with computer turned off. 2. Ensure that none of the keys are depressed. 3. Replace the keyboard. 4. Replace the system board. 501-Display Adapter Failure Graphics display controller. 1. Reseat the graphics card (if applicable). 2. Clear CMOS. (See Appendix B, Password Security and Resetting
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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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    system still has power. Power off the computer and remove the power cord before proceeding. NOTE: If you see flashing LEDs on a PS/2 keyboard, look for flashing LEDs on the front panel of the computer and refer to the following table to determine the front panel LED codes. Recommended actions in
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    memory with HP memory. 4. Replace the system board. Red Power LED flashes six 6 times, once every second, followed by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved. Pre-video graphics error. For systems with a graphics card: 1. Reseat the graphics
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    button harness. If the problem persists, replace the system board. 5. If the 5V_aux light on the system board is not turned on, remove the expansion cards one at a time until the 5V_aux light on the system board turns on. It the problem persists, replace the power supply. 56 Appendix A POST Error
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    and Resetting CMOS This computer supports security password features, which can be established through the Computer Setup Utilities menu. This computer supports two security password features that are established through the Computer Setup Utilities menu: setup password and power-on password. When
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    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. 8. Plug in the computer and turn on power. Allow
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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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    CMOS and rebooting advising you that configuration changes have occurred. Use Computer Setup to reset any special system setups along with the date and time. For instructions on Computer Setup, see the Computer Setup (F10) Utility Guide. 60 Appendix B Password Security and Resetting CMOS ENWW
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    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. 62 Appendix
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    setup 57 POST error messages 48 power problems 14 power-on password 57 printer problems 29 problems audio 27 CD-ROM or DVD 40 diskette 15 Drive Key 42 front panel 43 general 10 hard drive 18 hardware installation 32 Internet access 44 keyboard 30 Media Card Reader 21 memory 37 monitor 23 mouse 30
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Troubleshooting Guide - dc5850 Models
HP Compaq Business PCs