HP Elite 7000 Troubleshooting Guide - HP Elite 7000 MT Series PCs
HP Elite 7000 - Microtower PC Manual
View all HP Elite 7000 manuals
Add to My Manuals
Save this manual to your list of manuals |
HP Elite 7000 manual content summary:
- HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 1
Troubleshooting Guide HP Elite 7000 MT Series PCs - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 2
Windows, and Windows Vista are either trademarks or registered trademarks of Microsoft Corporation in the United States and/or other countries. The only warranties for HP products and services -Packard Company. Troubleshooting Guide HP Elite 7000 MT Series PCs First Edition (October 2009) Document - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 3
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 - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 4
iv About This Book ENWW - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 5
Latest Version of HP Vision Field Diagnostics 5 Protecting the Software ...5 2 Troubleshooting Without Diagnostics Safety and Comfort ...6 Before You Call for Technical Support 6 Helpful Hints ...7 Solving General Problems ...9 Solving Power Problems ...12 Solving Hard Drive Problems ...13 Solving - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 6
Index ...43 vi ENWW - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 7
and isolating hardware issues. The Survey tab is displayed when you invoke HP Vision Field Diagnostics Support Center. NOTE: Third party devices may not be detected by HP Vision Field Diagnostics. Accessing HP Vision Field Diagnostics To access HP Vision Field Diagnostics, you must create a Recovery - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 8
HP Memory Test utility to test memory only. NOTE: The HP Memory Test is a comprehensive memory diagnostic utility that is run as a standalone application, outside of HP Vision Field Diagnostics. 6. If running HP about the computer model, internal fans, chassis, and BIOS. Test Tab The Test tab allows - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 9
the testing of a system. The Custom Test mode allows you to specifically select which devices, tests, and test parameters are run. By default, . NOTE: Memory can not be tested from within the HP Vision Field Diagnostics application. To test the memory in your computer, you must exit HP Vision Field - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 10
ID is a unique error code associated with the specific error on your computer. When contacting the HP Support Center for assistance with a hardware index features. You may also review the HP End User License Agreement (EULA), as well as the HP Vision Field Diagnostic application version information - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 11
Diagnostics 1. Go to http://www.hp.com. 2. Click the Software & Drivers link. 3. Select Download drivers and software (and firmware). 4. Enter your product name in the text box and press the Enter key. 5. Select your specific computer model. 6. Select your OS. 7. Click the Diagnostic link. 8. Click - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 12
to isolate the exact problem before calling for technical support. ● Run the HP diagnostic tool. ● Run the hard drive self-test in Computer Setup. Refer to the Computer Setup (F10) Utility Guide for more information. ● Listen for beeps from the computer. The beeps are error codes that will help you - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 13
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 25 for instructions. ● Be sure that all the needed device drivers have been installed. For - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 14
, check to be sure that it is supported on the system. ● If the system 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. 8 Chapter 2 Troubleshooting - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 15
mode, press the power button or press any key. CAUTION: When attempting to resume from standby mode, do not hold down the power button for more than 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 - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 16
some computers, is locked. Solution Unlock the Smart Cover Lock using Computer Setup. The 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 of forgotten password, power loss, or computer malfunction. Order PN - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 17
hood and check that the power button harness is properly connected to the system board. 3. Check that both power supply cables are properly connected to the system board. 4. Replace the power button harness. 5. Replace the power supply. 6. Replace the system board. ENWW Solving General Problems 11 - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 18
spinning, make sure the fan's cable is plugged onto the system board header. 3. If fan is plugged in, but is not spinning, then replace the heatsink/fan assembly. 4. Contact an authorized reseller or service provider. 1. Check that the voltage selector, located on the rear of the power supply (some - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 19
, check to see if the device is listed 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. The device is attached to a SATA port that has been disabled Run the Computer Setup utility and ensure SATA1 in - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 20
to turn off the power. To restart the computer, press the power button again. Solving Media Card Reader Problems Table 2-4 Solving Media Card Reader Problems Media card will not work in a digital camera after formatting it in Microsoft Windows XP or Microsoft Windows Vista. Cause Solution By - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 21
Problems (continued) Do not know how to remove a media card correctly. Cause Solution The computer's software is used to safely eject the card. Open My Computer (Windows XP) or Computer (Windows reader and the available ports, and then recognize the PC on for the first time. whatever media is - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 22
In Windows beep followed by a three second pause. Cause Solution Pre-video 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. 16 Chapter 2 Troubleshooting - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 23
Table 2-5 Solving Display Problems (continued) Blank screen and the computer emits two short beeps then one long beep followed by a three second pause. Cause Solution Pre-video graphics error. For systems with a graphics card: 1. Reseat the graphics card. Power on the system. 2. Replace the - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 24
the degaussing coil to be activated when the monitor is powered on. Clicking noise coming from inside a CRT monitor. Cause Electronic relays have been activated inside the monitor. Solution None. It is normal for some monitors to make a clicking noise when turned on and off, when going in and out - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 25
Solving Display Problems (continued) Adjustment option in the monitor's on-screen display menu. Manually synchronize the Clock and Clock Phase onscreen display functions. correct. Cause Solution The font you are using does not support that particular symbol. Use the Character Map to locate and - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 26
2-6 Solving Audio Problems Sound cuts in down all open processor-intensive applications. In Windows XP only: 1. From the Control -click on the CD/DVD device and select Properties. Make sure Enable digital CD audio standby mode, do not hold down the power button for more than four seconds. Otherwise - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 27
on the The rear audio output connector is for powered audio devices front of the computer. and is not designed for headphone use. Computer appears to be locked up while recording audio. Cause Solution The hard disk may be full. Before recording, make sure there is enough free space on the hard - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 28
and solutions listed in the following table. Table 2-7 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 - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 29
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 and conditions. Press the power button to resume from standby mode. CAUTION: When - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 30
hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose any unsaved data. Mouse will only move vertically, horizontally, or movement is jerky. Cause Solution Mouse roller ball or the rotating encoder shafts that make contact with the ball - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 31
are using the correct memory modules and to verify the proper installation. NOTE: DIMM 1 must always be installed. 2. Listen for beeps from the computer. Beeps are codes for specific problems. 3. If you still cannot resolve the issue, contact Customer Support. ENWW Solving Hardware Installation - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 32
Hardware Installation Problems (continued) The computer emits one short beep then one long beep followed by a three second pause. Cause Solution Memory is installed incorrectly or is bad. CAUTION: To avoid damage to the DIMMs or the system board, you must unplug the computer power cord before - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 33
6. Click the Configure button. 7. Click the Power Management tab, then select the check box to Allow this device to wake the computer. NOTE: Wake-on-LAN is only supported from the S1, S3 and S4 states. It is not supported from the S5 state. Network driver does not detect network controller. Cause - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 34
correct connector. There is a problem with the cable or a device service provider. Diagnostics passes, but the computer does not communicate with the network. Cause Solution Network drivers are not loaded, or driver parameters do not Make sure the network drivers are loaded and that the driver - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 35
Connectivity, 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. ENWW Solving Network Problems 29 - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 36
must unplug the computer power cord before attempting to reseat, install, or remove a DIMM. 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 2-12 Solving Memory Problems System will not - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 37
Table 2-12 Solving Memory Problems (continued) The computer emits one short beep then one long beep followed by a three second pause. Cause Solution 3. Replace third-party memory with HP memory. 4. Replace the system board. ENWW Solving Memory Problems 31 - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 38
, the probable cause is a hardware problem. The device is attached to a SATA port that has been disabled Run the Computer Setup utility and ensure SATA1 in Computer Setup. Controller is Enabled in the Advanced menu. CD-ROM or DVD devices are not detected or driver is not loaded. Cause Solution - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 39
Table 2-13 Solving CD-ROM and DVD Problems (continued) Cannot eject compact disc (tray-load unit). 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 - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 40
USB Flash Drive Problems USB flash drive is not seen as a drive letter in Windows. Cause Solution seated before power-up. Ensure the device is fully inserted into the USB port before applying power to the of the Service Reference Guide. The computer boots to DOS after making a bootable flash - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 41
listed in the following table. Table 2-15 Solving Front Panel Component Problems A USB device, 1394 device, headphone, or microphone is not recognized . 1. Turn off the computer. The device does not have power. The correct device driver is not installed. 2. Reconnect the device to the front of - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 42
Problems Unable to connect to the Internet. Cause Solution Internet Service power" LED light on the front of the cable/DSL modem. Cable/DSL service is good, the "PC" LED light on the specific information that the Web server can later retrieve.) Windows Troubleshooting Without Diagnostics ENWW - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 43
Table 2-16 Solving Internet Access Problems (continued) Internet takes too long to download Web sites. Cause Solution Windows XP 1. Select Start > Control Panel. 2. Double-click System. 3. Click the Hardware tab. 4. In the Device Manager area, click the Device Manager button. 5. Double-click - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 44
sure it is supported on the system. If you encounter software problems, see the applicable solutions listed in the following table. Table 2-17 Solving Software Problems Computer will not continue and no HP logo screen has appeared. Cause Solution POST error has occurred. See the Restore Kit or - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 45
to disconnect the power cord from the wall outlet and allow the internal system components to cool before touching. Beeps Meaning Recommended Action 1 short beep and 1 long beep followed by a three second pause Bad memory or memory configuration error. Check that the memory modules have been - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 46
, see the Illustrated Parts & Service Map (IPSM) for that particular system. The IPSM can be downloaded from http://www.hp.com/support. 5. Remove the jumper from Refer to the Computer Setup (F10) Utility Guide for Computer Setup instructions. 40 Chapter 2 Troubleshooting Without Diagnostics ENWW - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 47
Parts & Service Map (IPSM) for that particular system. The IPSM can be downloaded from http://www.hp.com/ support. 5. Remove power. NOTE: 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 - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 48
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. 42 Chapter 2 Troubleshooting Without Diagnostics ENWW - HP Elite 7000 | Troubleshooting Guide - HP Elite 7000 MT Series PCs - Page 49
10 audio problems 20 B beeps, error codes 39 C CD-ROM or DVD problems 32 CMOS resetting jumper 41 Customer Support 6, 42 D diagnostics utility 1 E error codes 39 F flash drive problems 34 front panel problems 35 G general problems 9 H hard drive problems 13 hardware installation problems 25 helpful
Troubleshooting Guide
HP Elite 7000 MT Series PCs