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Troubleshooting Scenarios and Solutions, Solving Minor Problems

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Troubleshooting Scenarios and Solutions This section presents an extensive overview of various troubleshooting scenarios and includes possible solutions for each. Solving Minor Problems Table 5-23 Solving Minor Problems Problem Cause Possible Solution Workstation appears locked Software control of the power up and does not turn off switch is not functional. when the power button is pressed. 1. Press and hold the power button for at least four seconds until the workstation turns off. 2. Disconnect the electrical plug from outlet. Workstation will not respond Workstation is in to USB keyboard or mouse. Standby mode. Press the power button to resume from Standby mode. CAUTION: When attempting to resume from Standby mode, do not hold down the power button for more than four seconds. Otherwise, the workstation will shut down and you will lose your data. Workstation seems to be locked up. Program in use has stopped responding to commands. 1. Attempt the normal shutdown procedure. 2. Press the power button for four or more seconds to turn off the power. 3. Restart the workstation using the power button. Workstation date and time Real-time clock (RTC) battery display is incorrect. might need to be replaced. 1. For Windows, open the control panel and reset the date and time. 2. Replace the RTC battery. Workstation appears to pause periodically. Network driver is loaded and Establish a network connection, or use Computer no network connection is Setup or Microsoft Windows Device Manager to established. disable the network controller. Cursor does not move using The Num Lock key the arrow keys on the might be on. keypad. Press the Num Lock key. The Num Lock key can be disabled (or enabled) in Computer Setup. Poor performance is experienced. Processor is hot. 1. Be sure airflow to the workstation is not blocked. 2. Be sure the fans are connected and working properly (some fans only operate when needed). 3. Be sure the CPU heatsink is installed properly. There is not enough memory. Add more memory. Hard drive is full. Transfer data from the hard drive to create more space on the hard drive. 142 System Diagnostics and Troubleshooting

Section	Page
HP xw9300 Workstation	1
Contents	3
Important Safety Warnings 10	3
Updating BIOS, Drivers, and Software 13	3
Finding Information 14	3
Product Features 18	3
Product Specifications 22	3
Power Supply and Cooling 23	3
Environmental Specification 30	3
PCI and PCI Express Slot Power Specifications 31	3
ENERGY STAR 32	3
Installing the Operating System and Software 34	3
Restoring the Operating System 39	3
Protecting the Software 40	3
Ordering Backup Software 41	3
Computer Setup (F10) 44	4
Desktop Management 54	4
Service Considerations 74	4
Pre-Disassembly Procedures 79	4
System Board 80	4
Removal and Replacement of Components 82	4
E-Support 132	5
Troubleshooting Checklist 133	5
LED Color Definitions 134	5
HP Insight Diagnostics Offline Edition 135	5
Diagnostic Light Codes 140	5
Troubleshooting Scenarios and Solutions 142	5
Power On Self Test (POST) and Error Messages 165	6
SCSI Guidelines 172	6
Using SCSISelect with SCSI Devices 173	6
SMART 174	6
Jumpers 175	6
SATA Guidelines 178	6
SATA RAID Configurations 179	6
Enhanced Keyboard 182	6
Mouse 182	6
Ethernet RJ-45 182	6
Serial Interface 183	6
USB 183	6
IEEE 1394 183	6
Microphone 184	6
Headphone 184	6
Line-in Audio 184	6
Line-out Audio 184	6
Ultra SCSI 185	6
SATA 186	6
Monitor (VGA) 187	6
Monitor (DVI) 187	6
ATA/ATAPI (IDE) Standard Drive Cable 188	6
24-Pin Power (Main) 189	6
8-Pin Power (for Processors) 189	6
6-Pin Power (Auxiliary PCI Express) 190	6
General Cleaning Safety Precautions 196	6
Maximizing the Airflow 197	6
Cleaning the Workstation Case 198	6
Cleaning the Keyboard 199	6
Cleaning the Monitor 200	6
Cleaning the Mouse 201	6
Resetting the Password Jumper 204	7
Clearing and Resetting the CMOS 205	7
Using the CMOS Button 206	7
Initial Troubleshooting 208	7
No Power 209	7
No Video 212	7
Error Messages 215	7
No OS Loading 218	7
No OS Loading from Hard Drive 219	7
No OS Loading from Diskette Drive 222	7
No OS Loading from CD-ROM Drive 223	7
No OS Loading from Network 224	7
Non-functioning Device 225	7
Index 227	7
Important Safety Warnings	10
Updating BIOS, Drivers, and Software	13
Finding Information	14
E-Support	14
Additional Documentation	14
Helpful Links	14
Using the Documentation Library and Diagnostics CD	15
Windows-Based Workstations	15
Linux-Based Workstations	15
Locating Regulatory Information	15
Parts and Accessories	15
Subscriber’s Choice	15
Product Overview	17
Product Features	18
Exploded View	18
Front Panel Components	19
Rear Panel Components	20
Serial Number and COA Label Location	21
Product Specifications	22
Power Supply and Cooling	23
Power Output and Cooling	24
Power Supply Specifications	26
Power Consumption and Cooling	27
System Fans and Airflow	28
Resetting the Power Supply	29
Environmental Specification	30
PCI and PCI Express Slot Power Specifications	31
ENERGY STAR	32
ENERGY STAR Compliance	32
Installing or Restoring the Operating System	33
Installing the Operating System and Software	34
Microsoft Windows XP Professional	34
Installing or Upgrading Device Drivers	34
Creating a Restore Diskette	34
Linux-Preinstalled Workstations	35
Starting the Linux Operating System	35
Restoring the Linux Operating System	35
Downloading the Latest HP Driver CD	35
Installing with the HP Driver CD	36
Upgrading Device Drivers	36
Linux-Enabled Workstations	37
Verifying Hardware Compatibility	37
Installing the Linux Operating System	37
Upgrading Device Drivers	37
HP Software	38
Restoring the Operating System	39
Protecting the Software	40
Ordering Backup Software	41
System Management	43
Computer Setup (F10)	44
BIOS ROM	45
Using Computer Setup (F10)	46
Computer Setup Menu	47
Desktop Management	54
Initial Configuration and Deployment	55
Remote System Installation	56
Software Updating and Management	57
HP Client Manager Software	57
Altiris Client Management Solutions	57
System Software Manager	58
Proactive Change Notification	58
Subscriber’s Choice	58
ROM Flash	59
Remote ROM Flash	59
HPQFlash	59
FailSafe Boot Block ROM	59
Replicating the Setup	61
Copying to a Single Workstation	61
Copying to Multiple Workstations	61
Dual-State Power Button	62
World Wide Web Site	63
Building Blocks and Partners	63
Asset Tracking and Security	64
Password Security	65
Establishing a Setup Password Using Computer Setup	65
Establishing a Power-On Password Using Workstation Setup	66
Entering a Power-On Password	66
Entering a Setup Password	67
Changing a Power-On or Setup Password	67
Deleting a Power-On or Setup Password	68
National Keyboard Delimiter Characters	68
Clearing Passwords	69
Hood Sensor (Smart Cover Sensor)	69
Setting the hood sensor protection level	69
Cable Lock Provision (Optional)	70
Security Lock (Optional)	70
Universal Chassis Clamp Lock (Optional)	70
Hood Sensor (Smart Cover Sensor)	70
Access Panel Key Lock	70
Fault Notification and Recovery	71
Drive Protection System	71
ECC Fault Prediction and Prefailure Warranty	71
Surge-Tolerant Power Supply	71
Thermal Sensor	71
Removal and Replacement Procedures	73
Service Considerations	74
Cautions, Warnings, and Safety Precautions	74
Electrostatic Discharge Information	75
Generating Static	75
Preventing Electrostatic Damage to Equipment	75
Personal Grounding Methods and Equipment	76
Grounding the Work Area	76
Recommended Materials and Equipment	76
Tools and Software Requirements	77
Screws	77
Special Handling of Components	77
Cables and Connectors	77
Hard Drives	77
Lithium Coin Cell Battery	78
Pre-Disassembly Procedures	79
System Board	80
System Board Components	80
System Board Architecture	81
Removal and Replacement of Components	82
Disassembly Order	83
Security Lock (Optional)	84
Cable Lock (Optional)	84
Universal Chassis Clamp Lock	85
Access Panel	86
Front Bezel	87
Bezel Blanks	87
Hood Sensor	88
Front Panel I/O Device Assembly	89
Power Button Assembly and System Speaker	90
Power Supply	91
Memory Duct	92
System Fan	93
Memory	94
Memory Module Features	94
Memory Module Requirements	94
Loading Order for Single Processor Configurations	95
Loading Order for Dual Processor Configurations	95
Peripheral Component Interconnect (PCI) Slots	97
PCI Slot Types	97
PCI Card Support	98
PCI Express	99
PCI or PCI-X	101
Front Fan	103
Battery	105
Power Connections to Drives	106
Optical Drive	107
Diskette Drive	109
Hard Disk Drive	111
Installing a SCSI Hard Drive	111
Installing an External SCSI Hard Drive	114
Installing a SATA Hard Drive	115
CPU Heatsink	116
CPU Heatsink A	116
CPU Heatsink B	121
Processor	127
System Board	129
System Diagnostics and Troubleshooting	131
E-Support	132
Help & Support Center (HSC) and E-Support	132
Troubleshooting Checklist	133
LED Color Definitions	134
HP Insight Diagnostics Offline Edition	135
Key Features and Benefits	135
Theory of Operation	135
Diagnostic Utility on CD	136
Download the ISO Image	136
User Interface	136
Navigation	136
Survey Tab	137
Test Tab	137
Status Tab	138
Log Tab	138
Saving and Printing Information in HP Insight Diagnostics	139
Diagnostic Light Codes	140
Troubleshooting Scenarios and Solutions	142
Solving Minor Problems	142
Solving Power Supply Problems	144
Testing Power Supply	144
Solving Diskette Problems	146
Solving Hard Drive Problems	148
Solving Display Problems	149
Solving Audio Problems	151
Solving Printer Problems	153
Solving Keyboard and Mouse Problems	154
Solving Front Panel Component Problems	155
Solving Hardware Installation Problems	156
Solving Network Problems	158
Solving Memory Problems	160
Solving Processor Problems	161
Solving CD-ROM and DVD Problems	162
Solving Internet Access Problems	163
Power On Self Test (POST) and Error Messages	165
SCSI Devices	171
SCSI Guidelines	172
Using SCSISelect with SCSI Devices	173
SMART	174
Jumpers	175
SATA Devices	177
SATA Guidelines	178
SATA RAID Configurations	179
Connector Pins	181
Enhanced Keyboard	182
Mouse	182
Ethernet RJ-45	182
Serial Interface	183
USB	183
IEEE 1394	183
Microphone	184
Headphone	184
Line-in Audio	184
Line-out Audio	184
Ultra SCSI	185
SATA	186
Monitor (VGA)	187
Monitor (DVI)	187
ATA/ATAPI (IDE) Standard Drive Cable	188
24-Pin Power (Main)	189
8-Pin Power (for Processors)	189
6-Pin Power (Auxiliary PCI Express)	190
System Board Designators	191
Power Cord Set Requirements	193
Routine Care	195
General Cleaning Safety Precautions	196
Maximizing the Airflow	197
Cleaning the Workstation Case	198
Cleaning the Keyboard	199
Cleaning the Monitor	200
Cleaning the Mouse	201
Additional Password Security and Resetting CMOS	203
Resetting the Password Jumper	204
Clearing and Resetting the CMOS	205
Using Computer Setup to Reset CMOS	205
Using the CMOS Button	206
Quick Troubleshooting Flows	207
Initial Troubleshooting	208
No Power	209
No Power, Part 1	209
No Power, Part 2	210
No Power, Part 3	211
No Video	212
No Video, Part 1	212
No Video, Part 2	213
No Video, Part 3	214
Error Messages	215
Error Messages, Part 1	215
Error Messages, Part 2	216
Error Messages, Part 3	217
No OS Loading	218
No OS Loading from Hard Drive	219
No OS Loading from Hard Drive, Part 1	219
No OS Loading from Hard Drive, Part 2	220
No OS Loading from Hard Drive, Part 3	221
No OS Loading from Diskette Drive	222
No OS Loading from CD-ROM Drive	223
No OS Loading from Network	224
Non-functioning Device	225

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System Diagnostics and Troubleshooting

142

Troubleshooting Scenarios and Solutions

This section presents an extensive overview of various troubleshooting scenarios and includes possible

solutions for each.

Solving Minor Problems

Table 5-23

Solving Minor Problems

Problem

Cause

Possible Solution

Workstation appears locked

up and does not turn off

when the power button is

pressed.

Software control of the power

switch is not functional.

Press and hold the power button for at least four

seconds until the workstation turns off.

Disconnect the electrical plug from outlet.

Workstation will not respond

to USB keyboard or mouse.

Workstation is in

Standby mode.

Press the power button to resume from Standby mode.

CAUTION:

When attempting to resume from Standby mode, do not hold down the power button for more than four

seconds. Otherwise, the workstation will shut down and you will lose your data.

Workstation seems to be

locked up.

Program in use has stopped

responding to commands.

Attempt the normal shutdown procedure.

Press the power button for four or more seconds to

turn off the power.

Restart the workstation using the power button.

Workstation date and time

display is incorrect.

Real-time clock (RTC) battery

might need to be replaced.

For Windows, open the control panel and reset

the date and time.

Replace the RTC battery.

Workstation appears to

pause periodically.

Network driver is loaded and

no network connection is

established.

Establish a network connection, or use Computer

Setup or Microsoft Windows Device Manager to

disable the network controller.

Cursor does not move using

the arrow keys on the

keypad.

The

Num Lock

key

might be on.

Press the

Num Lock

key. The

Num Lock

key can

be disabled (or enabled) in Computer Setup.

Poor performance is

experienced.

Processor is hot.

Be sure airflow to the workstation is not blocked.

Be sure the fans are connected and working

properly (some fans only operate when needed).

Be sure the CPU heatsink is installed properly.

There is not enough memory.

Add more memory.

Hard drive is full.

Transfer data from the hard drive to create more

space on the hard drive.