HP XM600 hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and
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- HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 1
e-Diagtools Version 3.01-3.02 User's Guide HP e-PCs HP Brio PCs HP Vectra PCs HP Kayak PC Workstations HP Notebook computers - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 2
, MS, MS-DOS, Windows and Windows NT are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. Sound Blaster is a trademark of Creative Technology Ltd. in the United States and/or other countries. Hewlett-Packard France Business Desktop - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 3
- HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 4
and effectively • Find out where to get more information and support. What is e-Diagtools? The first step in solving a problem with a PC is diagnosis. HP's e-Diagtools helps you diagnose hardware-related problems on a HP computer. It is a series of tools designed to help you to: • Distinguish - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 5
CD-ROM (Drivers and Utilities) for Brio, that may have been supplied with your new HP PC. • The HP DiagTools CD-ROM. • For HP Notebook PCs, this software is on the Recovery CD for Notebook PCs e-Features The "e-features" of e-Diagtools are the network functions that permit remote BIOS update, and - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 6
www.hp.com/go/e-pcsupport www.hp.com/go/support Versions of e-Diagtools are available for older Brio, Vectra and Kayak PC models. Other versions of e-Diagtools are also available for HP notebook computers. Use the latest BIOS version for your HP PC to enable the inclusion of EMU error codes in - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 7
. This e-Diagtools capability is described elsewhere than in this Guide. For information on HP Instant Support, refer to: www.hp.com/go/instantsupport NOTE HP Instant Support applies to HP desktop PCs. It does not apply to HP notebooks. More Information For more information about e-Diagtools, refer - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 8
to Do if You Get an Error Code 4 Manual Troubleshooting 4 2 Running e-Diagtools Overview 6 Running e-Diagtools from the Utility Partition on your Hard Disk. . 6 Help 7 BIOS Update 7 BIOS Update Clearing its Settings 9 Run e-Diagtools 9 Support Ticket 9 Select Language 10 Exit 10 Running - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 9
3 Setting up the e-Support Features Overview 14 The LAN Configuration Agent 15 Using the e-Diagtools LAN Configuration Agent 16 4 Hardware Detection Overview of Hardware Detection 20 Hardware Detection Results 21 What is Detected 22 If a PC Component is Not Detected 23 5 e-Diagtools Basic - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 10
the Support Ticket 42 Creating a Support Ticket 42 Viewing the Support Ticket 43 Sending the Support Ticket to Your Support Provider 44 8 e-Diagtools for Windows What is e-Diagtools for Windows 48 "e-Diagtools for Windows" Commands 50 Support Ticket 50 BIOS Options 51 Download and Update 52 - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 11
Service and Support Your HP Authorized Reseller 58 Hewlett-Packard Support and Information Services 58 HP Customer Care Center Phone Numbers 59 Appendix A: Error Codes Error Code Overview 62 Table of Error Codes 0000h - 0082h: System Board Error Codes 64 0083h - 008Ah: PCI Diag Error Codes - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 12
1700h - 170Fh: ACPI Error Codes 100 1900h - 1902h: DVD Error Codes 101 20D0h - 20F0h: Intel 82801 Error Codes 101 2100h - 2150h: Video Monitor Error Codes 102 8000h: e-Diagtools Error Codes 103 9610h: Matrox Video Error Codes 103 9621h: Crystal Sound Error Codes 103 9630h: 3Com LAN - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 13
xii English - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 14
1 Pre-Boot Diagnostics This chapter describes how to troubleshoot hardware problems using the e-Diagtools pre-boot diagnostics capability on HP desktop PCs. - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 15
by a series of beeps forming the error code audio signal. These beep codes identify the hardware device that needs troubleshooting or replacement Pre-Boot Error Codes The pre-boot diagnostics capability of e-Diagtools for desktop PCs allows troubleshooting of hardware problems when the computer - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 16
1 Pre-Boot Diagnostics BIOS Error Message Utility (EMU) NOTE If you miss the beep code, press and hold the power button for a few seconds until the modulated sound is emitted again. This "playback" of the memorized code can also be used to diagnose an intermittent fault on a PC that appears to be - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 17
number and the failure code. Manual Troubleshooting For Web-based hardware troubleshooting on Vectra, Kayak and Brio PCs, and on e-PCs, see the information on the HP Web page: www.support.kayak.hp.com/ediagtools/start.html A link from this page will guide you to the HP Customer Support site for web - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 18
2 Running e-Diagtools This chapter describes how to start and run e-Diagtools from the HP Utility Partition or from a CD-ROM. - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 19
new HP PC: The HP PC Image Engineer - Image Library and Diagnostics System CD-ROM for e-PC or Vectra, the Assist CDROM (Drivers and Utilities) for e-PC or Brio, by pressing the key when the logo screen is displayed after restarting your computer. Running e-Diagtools from the Utility Partition - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 20
http://www.hp.com/desktops/diagtools 4 Select the desired option. Depending on your BIOS configuration, you may have to reboot the PC. Changes are e-Diagtools. Help Gives a brief explanation of menu options. BIOS Update Checks for a BIOS update and, if available, installs it on your system. For - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 21
parameters already displayed here come from the LAN Configuration Agent, HP TopTools Device BIOS update. e-Diagtools automatically searches for and retrieves the latest BIOS version available for your computer. NOTE If an Administrator password is set, it must be entered before BIOS upgrading - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 22
in subsequent Chapters of this Guide. Support Ticket Sends the last Support Ticket available to your support provider by e-mail. Your support provider can be an Authorized Support Provider, an internal helpdesk, or HP. In order to have an up-to-date Support Ticket, first run e-DiagTools. Ensure - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 23
e-mail or to update the BIOS. Prerequisites Before you run e-Diagtools from a CD-ROM, ensure that the following are correctly configured in the computer's BIOS Setup program: ❒ No operating system is specified, which means that: • if the Main or Advanced menu has an item Running Windows 95 or Plug - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 24
the original Setup values. Running e-Diagtools from the HP "Recovery" CD-ROM To run e-Diagtools from the HP PC Image Engineer - Image Library and Diagnostics System CD-ROM for Vectra or e-PC, the Assist CDROM (Drivers and Utilities) for Brio or e-PC, or the Image Creation and Recovery CD-ROM for - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 25
2 Running e-Diagtools Running e-Diagtools from a CD-ROM 12 English - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 26
3 Setting up the e-Support Features This chapter describes how to set up the parameters that are necessary to use the e-features of e-Diagtools. - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 27
via e-mail or to update the BIOS. Most of the parameters necessary to accomplish these operations are collected by the HP e-Diagtools LAN Configuration Agent. The HP e-Diagtools LAN Configuration Agent is a Windows-based utility that gathers the network configuration of the PC and stores it in the - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 28
. ❒ Network Interface Card supported by HP, and network settings that are functioning correctly. ❒ Operating systems: • Microsoft Windows 95 OSR 2.0 or higher • Microsoft Windows 98 and Windows 98 Second Edition • Microsoft Windows NT 4.0 SP4 through 7 • Microsoft Windows 2000. ❒ Web browsers - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 29
. In order to change the behavior of the Agent (force it to run manually, or to keep the current LAN configuration), a Windows-based interface is provided. To access it, click Start > Programs > HP e-Diagtools > HP e-Diagtools LAN Configuration Agent . The check box allows you to control whether or - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 30
be up to you to provide this information within e-Diagtools before sending a Support Ticket via e-mail. However, you do not need to do this every time is stored in the HP Utility Partition. It is also possible to enter all the network parameters needed by e-Diagtools using HP TopTools Device Manager ( - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 31
3 Setting up the e-Support Features Using the e-Diagtools LAN Configuration Agent 18 English - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 32
4 Hardware Detection This chapter describes the hardware detection phase of e-Diagtools core tests. - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 33
Detection Overview of Hardware Detection Overview of Hardware Detection Hardware detection finds and lists the main PC's hardware components. It also determines which tests are appropriate for your PC. For example, if your PC has an IDE or SCSI hard disk drive, the boot sector of the hard disk - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 34
4 Hardware Detection Overview of Hardware Detection Hardware Detection Results The following is an example of the screen that will appear after the hardware detection phase. You can use the mouse or the arrow keys to scroll through the list of detected components. English 21 - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 35
❒ Total main memory (such as 64 MB Memory) ❒ IDE hard disk list, device type, and capacity ❒ SCSI hard disk list, device type, and capacity ❒ Active graphics adapter: vendor, product name, memory size ❒ Keyboard ❒ Sound Blaster compatible audio controller ❒ USB Controller. If your PC has one or - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 36
Check that the PC is correctly configured in the PC's Setup program. 3 Refer to the User's Guide that came with the PC for information about troubleshooting the PC. 4 Run e- system that supports the SCSI controller. 5 If the problem persists, contact your support provider for assistance. English 23 - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 37
4 Hardware Detection If a PC Component is Not Detected 24 English - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 38
5 e-Diagtools Basic System Test This chapter describes the basic system test performed by e-Diagtools core tests. - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 39
all types of users, including novice and non-technical users. Most of the PC's components are tested during the basic system test. To test each PC's proceed with the basic system test. Press and follow the instructions on your screen. NOTE The screen image may become corrupted during the - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 40
are investigating a known hardware problem, press to create (CD-ROM version) or to send (Utility Partition version) a Support Ticket. Although no failure was detected, the Support Ticket will be effective for communicating the test results and PC configuration to your support provider. To learn - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 41
Advanced Tests to investigate the error in greater depth. At this point, you may have sufficient information to resolve the problem. If so, you can exit e-Diagtools after creating the Support Ticket. NOTE You can repeat the basic system test if desired (CD-ROM version only). To do this, press - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 42
You can e-mail or fax them the Support Ticket. • If using the HP Utility Partition version of e-Diagtools, function key will repeat the audio error code signal. This "beep code" can be replayed to your support-provider to facilitate troubleshooting (see chapter 1). • If you are an intermediate - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 43
Validity • Speaker • PCI system • MMX • DMI • Multi-processor (if appropriate) ❒ Memory Tests, to check the correct functioning of main and cache memory: • BIOS ROM • Parity • Address • Refresh • Data bus • Cache memory • L2 Cache memory ❒ IDE hard disk drive tests, to check the basic functioning of - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 44
: • Keyboard controller • Keyboard clock line • Keyboard data line ❒ Basic video features ❒ USB test ❒ Other tests: • Basic serial port test (does • LAN and Audio tests Each test listed above is performed only if it is appropriate for your PC's configuration. For example, if your PC does not have - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 45
5 e-Diagtools Basic System Test What is Tested 32 English - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 46
6 Advanced System Tests This chapter describes the advanced system tests. Individual PC components can be thoroughly tested using the advanced system tests. - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 47
The advanced system tests can be used to test each of the PC's components. These tests are more thorough and cover a wider range of 5. 2 Follow the instructions on the screen to proceed with hardware detection. Hardware detection is described in chapter 4. 3 Follow the instructions on the screen to - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 48
6 Advanced System Tests Help on Advanced Tests Help on Advanced Tests You can get more information about each available test. There are two ways to get information about a test: • At the bottom of the screen there is a one-line explanation of the test currently selected in the menu. To get help - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 49
BIOS, main memory, and cache memory tests • IDE: IDE device (such as an IDE hard disk drive) tests • FDD: floppy disk drive tests • SCSI: SCSI device (such as a SCSI hard disk drive) tests • KBD: keyboard tests • Video immediately. Alternatively, a window of test parameters is displayed. To change a - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 50
Once the test has completed, a window appears indicating the result: Test Passed or Test Failed. The window also has several command options so you want to create a Support Ticket (test report). The error list is used to create the Support Ticket. To create and view the Support Ticket, press the - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 51
6 Advanced System Tests Batch Tests Selecting Batch Tests First, you must configure the batch test. To do this, use the Edit Batch Parameters submenu in the Batch menu. The Edit Batch Parameters submenu has these commands: • Batch Parameters: to configure the test mode, time limit, and number of - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 52
2 Press to exit the Advanced System Tests. 3 If you need assistance, contact your support provider. You can e-mail or fax them the Support Ticket. At this point, you may have sufficient information to resolve the problem. If so, you can press to exit e-Diagtools. CD-ROM Version 1 Press - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 53
to the problem. Highlight the error code visible on screen. Press for help on the error code. To return to the advanced test screen, press . If the Error Code is Not If the error code you are looking for is not provided in Appendix A, Listed contact your support provider. Sending - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 54
7 The Support Ticket This chapter describes the Support Ticket, which is a record of the test results and the PC's configuration. - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 55
record of the test results and the PC's configuration. It is the most effective way of communicating this essential information to your support provider. If necessary, you can e-mail or fax the Support Ticket to your support provider. Creating a Support Ticket Utility Partition Version The - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 56
on the HP Utility Partition, use menu option 5 "Support Ticket" to open the Support Ticket viewer • Press F7 after the Support Ticket has been successfully created • When you exit e-Diagtools, open the HPSUPPT.TXT file using a text editor such as Microsoft Windows Notepad. • For Notebook PCs, use - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 57
test. Alternatively, you can send the last Support Ticket you created following this procedure: 1 Shut down the operating system and restart your computer. 2 After the initial splash screen with the logo, a message is displayed: Press to enter HP Utility Partition ... or any other key to - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 58
CD-ROM Version 7 The Support Ticket Sending the Support Ticket to Your Support Provider You can e-mail or fax the Support Ticket (HPSUPPT.TXT) to your support provider. For Notebook PCs, save the support ticket to a floppy disk when running e-Diagtools. English 45 - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 59
7 The Support Ticket Sending the Support Ticket to Your Support Provider 46 English - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 60
8 e-Diagtools for Windows This chapter describes e-Diagtools for Windows, the Windows-based application for HP notebook computers. - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 61
, e-Diagtools for Windows will download the BIOS, copy it to the Utility Partition and update the BIOS. When updating the BIOS, automatic reboots are necessary to complete the operation. When you run e-Diagtools for Windows from the HP Utility Partiton on an HP desktop computer or HP notebook, an - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 62
corresponding icon. This offers rapid, intuitive access to key "e-Diagtools for Windows" program functions. The option View Support Ticket has already been selected in the example shown, and the GUI displays the support Ticket and related information. When a function is not available at any stage - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 63
This section describes the e-Diagtools for Windows commands available on the Command Bar. Support Ticket The Support Ticket command opens a drop-down menu with options to view the latest Support Ticket, send the Support Ticket to the service provider's support address via e-mail, or to generate - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 64
new BIOS versions for specific HP notebook computers. When you choose Update BIOS you are first prompted to select either "Download new" or "Use current" to determine the source of the local version to be flashed. You can either download a BIOS update from the server, or update the BIOS using - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 65
Diagtools for Windows checks to ensure that a version more recent than the current BIOS is available on the server, and is of the correct type NOTE The option "Use Current" can be used, for instance, to re-install a corrupted BIOS. Download and Update The icons Download and Update provide rapid - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 66
the connection parameters for the download in the Connect / Download Options window before attempting to connect to the Server. Click on the Change Settings button if you want to alter any parameters. To check the connection parameters for sending the Support Ticket, open the Connection Options - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 67
8 e-Diagtools for Windows Connection Parameters If you select LAN connection (internet), then you must ensure that the SMTP-Mailer Relay service name is included. For the Support Ticket you must provide your e-mail address and the support provider e-mail address. For BIOS download you must have a - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 68
Info window provides: • the version number of the currently installed BIOS • the version number of the downloaded BIOS stored in the HP Utility Partition • the version number and download size in Kbytes of the BIOS available on the HP Server suitable for download and installation on this type of PC - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 69
8 e-Diagtools for Windows Connection Parameters 56 English - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 70
9 HP Customer Care Service and Support - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 71
data sheets, service and support information, electronic newsletters and technical tips. You can also download the latest versions of drivers, BIOS and software utilities. HP Home Page HP Brio Support HP Vectra Support HP Kayak Support HP e-PCs HP Notebook PCs www.hp.com www.hp.com/go/briosupport - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 72
Customer Care Service and Support HP Customer Care Center Phone Numbers HP Customer Care Center Phone Numbers HP Customer Care Centers can help you solve issues related to HP products and, if necessary, initiate appropriate service procedures. In the U.S.A., telephone support is available 24 hours - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 73
9 HP Customer Care Service and Support HP Customer Care Center Phone Numbers North & Latin America Asia Pacific Argentina Brazil Canada Chile Mexico United States Venezuela (541) 778 8380 (011) 3747 7799 (Sao - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 74
Appendix A e-Diagtools Error Codes This appendix lists all HP desktop PC error codes produced by the eDiagtools Advanced Tests. A description of the error and a recommended action are provided for each error code. - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 75
Error Codes Memory Error Codes Floppy Disk Error Codes Keyboard Error Codes SCSI Error Codes Serial Port Error Codes Parallel Port Error Codes SB (Sound Blaster) Compatible Error Codes Speaker Error Code WSS (Windows Sound System) Compatible Error Codes PCI Sound Error Codes Video Error Codes CD - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 76
Appendix A e-Diagtools Error Codes Error Code Overview NOTE These error codes and suggested troubleshooting actions apply to HP desktop PCs. Many are not applicable to HP Notebook architecture. Error codes generated by e-Diagtools Basic Tests are not listed, as each Basic Test error notification - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 77
0000h - 0082h: System Board Error Codes 0000h - 0082h: System Board Error Codes Code 0001h 0002h 0003h 0004h 0005h 0006h 0007h If the error persists, install new processor. LSL (Load Segment Limit) instruction execution error. Processor error. Check that the processor is correctly installed. If - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 78
Appendix A e-Diagtools Error Codes 0000h - 0082h: System Board Error Codes Code 0009h 0010h 0011h 0012h 0013h 0014h is correctly installed. If the error persists, install new processor. Protected mode instruction execution error. Processor error. Check that the processor is correctly installed. If - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 79
0000h - 0082h: System Board Error Codes Code 0020h Explanation NDP (Numeric Data Processor) is not ready. 0021h Cannot reset the NDP. 0022h - NDP control word read or write error. 0025h 0026h Cannot - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 80
0000h - 0082h: System Board Error Codes Code 002Ch 002Dh 002Eh - 002Fh 0030h 0031h 0032h 0040h 0041h error persists, install new processor. Read/Write test on DMA controller 1 failed. Direct Memory Access (DMA) controller error. Install new system board. Read/Write test on DMA controller 2 - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 81
- 0082h: System Board Error Codes Code 0061h 0062h 0063h 0070h 0071h 0072h RAM. CMOS RAM error. Re-start system and check BIOS setup parameters. Install new system board battery. If error persists, install new system board. CMOS RAM memory size. CMOS RAM error. Re-start system and check BIOS - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 82
/Parts to Check Divider output frequency set to an incorrect value. CMOS RAM error. Re-start system and check BIOS setup parameters. Install new system board battery. If error persists install new system board. Periodic time update cycle not occurring. Real Time Clock (RTC) error. Re-start system - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 83
or system board. space failed. GENERATE_SPECIAL_CYCLE check failed. Install new system board. BIOS32 service directory integrity check BIOS error. failed. Install new system BIOS. PCI stress test failed. Buffer data mismatch. Check that the SCSI controller is correctly installed. 70 English - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 84
00C0h - 00CCh: MMX Diag Error Codes 00C0h - 00CCh :MMX Diag Error Codes Code 00C0h 00C1h 00C2h 00C3h 00C4h 00C5h 00C6h 00C7h Unpack high packed data failed. Unpack low packed data failed. Exit MMX state instruction (EMMS) failed. Matrix transpose test failed. MMX performance failed. Details/Parts - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 85
e-Diagtools Error Codes 0100h - 01FFh: Memory Error Codes 0100h - 01FFh: Memory Error Codes Code 0100h 0101h BIOS cannot set the year to 2000 after BIOS error. 1999 midnight. Install new system BIOS. Parity error at absolute memory location Memory error. XXXXXXXXh. Replace appropriate memory - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 86
new system board. RAM Refresh is not working. System timer error. Install new system board. RAM Refresh is slower or memory module. read back from that address was pppph. No active external cache memory. Cache memory error. Enable external cache memory from BIOS setup. No extended memory - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 87
A e-Diagtools Error Codes 0100h - 01FFh: Memory Error Codes Code 01A2h 01A3h 01A4h 01B0h 01B1h 01B2h 01B3h Explanation Details/Parts to Check TagRAM control register test failed. Install new processor. L2 cache commands test failed. Cache memory error. If problem persists, install new - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 88
Appendix A e-Diagtools Error Codes 0300h - 03FFh :Floppy Disk Error Codes 0300h - 03FFh: Floppy Disk Error Codes Code 0301h 0302h 0303h 0304h 0305h 0306h 0307h Explanation Details/Parts to Check The status register of the floppy disk controller does not reflect the correct - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 89
Appendix A e-Diagtools Error Codes 0300h - 03FFh: Floppy Disk Error Codes Code 0308h 0309h 030Ah 030Bh 030Ch Explanation Details/Parts to Check Floppy disk random read test failed. Run floppy disk controller test. Ensure that the floppy - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 90
Appendix A e-Diagtools Error Codes 0400h - 04FFh :Keyboard Error Codes 0400h - 04FFh: Keyboard Error Codes Code 0400h 0401h 0410h - 0411h 0412h - 0413h 0414h 0415h 0416h 0417h Explanation Details/Parts to Check e-Diagtools received a keyboard controller interface error. Keyboard controller - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 91
Appendix A e-Diagtools Error Codes 0500h - 05FFh: SCSI Error Codes 0500h - 05FFh: SCSI Error Codes Code 0500h Explanation Error in SCSI device. 0502h SCSI device read error. 0503h SCSI disk read timeout. 0504h SCSI device write error. 0505h SCSI disk format - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 92
Code 050Ch 050Dh Explanation Error in Partition Table. Boot sector error. 050Eh Media error. 0516h Tape buffer error. 0520h No CD in drive. Appendix A e-Diagtools Error Codes 0500h - 05FFh: SCSI Error Codes Details/Parts to Check Read error in disk partition table area. Boot partition is defined - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 93
Codes 0500h - 05FFh: SCSI Error Codes Code memory. 0590h Command not supported. Details/Parts to Check SCSI CD-ROM error. Insert a CD-ROM into the CD-ROM drive. SCSI CD-ROM error. Insert an audio drivers and restart the PC or PC Workstation. Re-run the diagnostic tests. The command is not supported - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 94
Code 0601h 0602h 0604h 0605h 0606h 0607h Explanation Details/Parts to Check Data written to port xxxxh was yyyyh. Data read back from the port was zzzzh. Serial port or serial port controller error. Check that external loopback (test) connector is correctly installed. Update your system BIOS - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 95
0600h - 06FFh: Serial Port Error Codes Code 0608h 0609h 0610h 0611h 0612h 0613h 0614h 0615h Serial port controller error. Update your system BIOS and clear its settings. If error persists, install new system board. Serial port controller error. Update your system BIOS and clear its settings. - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 96
A e-Diagtools Error Codes 0600h - 06FFh: Serial Port Error Codes Code 0616h 0617h 0618h 0619h Explanation Details/Parts to Check Infrared line status test failed at port XXXXh. Infrared data transfer test failed at port XXXXh. Serial port controller error. Update your system BIOS and clear its - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 97
Codes Code 0701h 0702h 0703h 0704h 0705h 0706h 0709h Explanation Details/Parts to Check Data written to port XXXXh was yyh. Data read back was zzh. Parallel port or parallel port controller error. Check that external loopback (test) connector is correctly installed. Update your system BIOS - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 98
Codes 0800h - 080Fh :Sound Blaster Compatible Error Codes 0800h - 080Fh: Sound Blaster Compatible Error Codes Code Sound board error. If problem persists, install new: • sound board (if installed in accessory slot), or • system board (if integrated on system board). Speaker error. Check the PC - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 99
. Install new PC speaker. 0811h - 081Fh: Windows Sound System Compatible Error Codes Code 0811h Explanation Stereo test failed 0812h Pitch test failed 0813h Volume test failed 0814h Playback rate test failed. 86 English Details/Parts to Check Sound board error. If problem persists, install - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 100
board error. If problem persists, install new: • sound board (if installed in accessory slot), or • system board (if integrated on system board). Speaker error. Check the PC speaker is connected correctly. Install new PC speaker. 08C0h - 08FFh :PCI Sound Error Codes Code 08C0h Explanation Voice - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 101
Appendix A e-Diagtools Error Codes 08C0h - 08FFh :PCI Sound Error Codes Code 08E0h Explanation NMI activation test failed. 08E1h Timer test failed. 08E2h Wave cache test failed. 08E3h Sigma RAM test failed. 08E4h Control RAM test failed. 08F0h Configuration checksum test failed. 08F1h I/O - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 102
Code 0900h Explanation Vertical synchronization test failed. 0901h Horizontal synchronization test failed. 0902h Graphics controller test failed. 0903h Attribute controller test failed. 0904h DAC register test failed. Details/Parts to Check Video controller error. Install new: • video adapter - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 103
failed. 0931h 0932h 0933h Register R/W test failed. Display cache R/W test failed. GTT test failed. Details/Parts to Check Video memory error. Install new: • video memory (if installed in memory slot), or • video adapter (if soldered on video adapter), or • system board (if integrated on system - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 104
0A00h - 0AFFh :CD-ROM Error Codes 0A00h - 0AFFh: CD-ROM Error Codes Code 0A00h 0A01h 0A02h 0A03h 0A04h 0A05h 0A06h Explanation Details/Parts to Check No CD in drive. Eject fails on drive x. CD-ROM error. Insert a CD - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 105
ROM Error Codes Code 0A07h 0A08h 0A09h 0A10h 0A11h 0A12h Explanation Details/Parts to Check Sequential play test failed, Drive x, Sector y. Diagnostic test error: 1) Change Media 2) Re-run the diagnostic test. If the error persists replace the drive. Sequential play test failed. No audio CD in - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 106
0C00h - 0CFFh :IDE Tape Error Codes 0C00h - 0CFFh :IDE Tape Error Codes Code 0C01h Explanation No medium in tape drive Change the tape in the tape drive and re-run the diagnostic test. This message is displayed when the signature is not found. The write test writes a signature on the tape. First - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 107
Code 0E00h 0E10h 0E20h 0E30h 0E31h 0E32h 0E40h 0E41h 0E42h 0E50h 0E51h Explanation Details/Parts to Check Register test failed. Update BIOS. f error persists, change system board. Status test failed. Update BIOS. If error persists, change system board. Update - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 108
- 0EFFh: SMBus (System Management Bus) Error Codes Code 0E52h Explanation 16LC63 register test failed. 0E53h 0E54h to Check Update BIOS. If error persists, change system board. Update BIOS. If error persists, change system board. Update BIOS. If error persists, change system board. Update BIOS. If - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 109
:ATAPI Removable Devices Error Codes 0F00h - 0FFFh: ATAPI Removable Devices Error Codes Code 0F01h Explanation No ATAPI supported or does not work. Re-run the diagnostic test. Re-run the diagnostic test. Change media and re-run the diagnostic test. If error persists, replace the motherboard - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 110
Processor Error Codes Code 1000h 1001h 1002h 1008h 1009h 100Ah 100Bh 100Ch 100Dh Explanation Processors don't have unique IDs. Processor X failed to interrupt processor Y. IPI physical mode test failed on processor X. MPI arbitration test failed. Cache coherency test failed. Memory consistency - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 111
Multiple Processor Error Codes Code 100Eh 100Fh 1010h 1011h 1012h 1013h 1014h 1015h 1016h Explanation CPU speed error. CPU count error. memory are correctly installed. If problem persists, replace processor. Check processor, L2 cache and main memory are correctly installed. If problem - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 112
, L2 cache and main memory are correctly installed. If problem persists, replace processor. Cache memory error. Check processor, L2 cache and main memory are correctly installed. Run memory tests to confirm correct function of main memory and any external L2 cache memory. If error persists, replace - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 113
. OHCI Transfer desc. failed. Details/Parts to check Install new system BIOS. Replace the system board. Replace the system board. Replace the system system board. 1700h - 170Fh: ACPI Error Codes Code 1701h 1702h Explanation Invalid system memory address map. Invalid ACPI tables. Details/Parts - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 114
DVD drive. Check and replace the DVD media or the DVD drive. 20D0h - 20F0h: Intel 82801 Error Codes Code 20D0h 20F0h 20F1h 20F2h 20F3h 20F4h Explanation PCM digital audio channel test failed. PCI configuration checksum failed. I/O register test failed. Codec base test failed. IRQ activation test - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 115
e-Diagtools Error Codes 2100h - 2150h: Video Monitor Error Codes 2100h - 2150h: Video Monitor Error Codes Code 2100h 2101h 2102h 2110h 2120h 2130h 2140h 2141h 2150h Explanation Details/Parts to Check Video adapter attribute test failed. Video page selection test failed. Video adapter color test - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 116
. 9610h: Matrox Video Error Codes Code 09610h Explanation Matrox Video chip test failed Details/Parts to check Video controller error. Install new: • video adapter (if installed in accessory slot), or • system board (if integrated on system board). 9621h: Crystal Sound Error Codes Code 9621h - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 117
accessory slot), or • system board (if integrated on system board). 9631h: Accton LAN Error Codes Code 9631h Explanation Accton LAN Card test failed. Details/Parts to check LAN controller error. If problem persists, install new: • LAN card (if installed in accessory slot), or • system board (if - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 118
9640h - 966Ch :Hard Disk Error Codes Code 9643h 9644h 9645h 9646h 9647h 9648h Explanation Details/Parts the media. If no error occurs and you experience problems during boot or while accessing files, it is likely that there is a logical problem on the disk. Reformat the disk and reinstall the - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 119
9640h - 966Ch: Hard Disk Error Codes Code 964Ah Explanation Password protected hard disk (BST). 964Bh the media. If no error occurs and you experience problems during boot or while accessing files, it is likely that there is a logical problem on the disk. Reformat the disk and reinstall the - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 120
Disk Error Codes Code 9665h Explanation No occurs and you experience problems during boot or while accessing files, it is likely that there is a logical problem on the disk. off your computer. It may last several hours depending on your PC and the hard disk size. When low level formatting is finished, - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 121
Appendix A e-Diagtools Error Codes 9640h - 966Ch: Hard Disk Error Codes 108 English - HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 122
- HP XM600 | hp brio ba410 pcs, hp kayak xm600 series 2 pcs, e-Diagtools 3.01 and - Page 123
Part Neu-mDbieargTtoBDols User's Guide
HP e-PCs
HP Brio PCs
HP Vectra PCs
HP Kayak PC Workstations
HP Notebook computers
e-Diagtools Version 3.01-3.02
User’s Guide