b Troubleshooting Compaq Notebook Series Document Part Number: 267644-001 April 2002 This guide gives you steps to troubleshoot minor problems yourself and obtain support from Compaq. It presents common problems users may encounter and provides solutions and resources.
© 2001 Compaq Information Technologies Group, L.P. Compaq, the Compaq logo, Evo, and Presario are trademarks of Compaq Information Technologies Group, L.P. in the U.S. and/or other countries. Microsoft and Windows are trademarks of Microsoft Corporation in the U.S. and/or other countries. All other product names mentioned herein may be trademarks of their respective companies. Compaq shall not be liable for technical or editorial errors or omissions contained herein.
Contents Solving Common Problems . . . . . . . . . . . . . . . . . . . . . . . 1–1 Quick Solutions Checklist . . . . . . . . . . . . . . . . . . . . 1–2 Using the World Wide Web. . . . . . . . . . . . . . . . . . . . . . . 1–3 Preparing to Call Technical Support . . . . . . . . . . . . . . . . 1–4 Problem Solutions Table . . . . . . . . . . . . . . . . . . . . . . . . . 1–5 Audio Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–5 Battery Problems . . . . . . . . . . . . . . . . . . . . .
1 Problems and Solutions Solving Common Problems Problems that occur while using the notebook may originate with the notebook, the operating system, a software application, or an external device attached to your notebook. This guide is designed to describe solutions to enable you to troubleshoot problems yourself or obtain help from Compaq. ■ For general problems that may originate with the notebook, refer to the “Quick Solutions Checklist” in this guide.
Problems and Solutions Quick Solutions Checklist a system that is not responding, when Windows ✎ Toshutshutdowndown procedures cannot be used, refer to the emergency shut down procedures outlined in the Hardware Guide on this CD.
Problems and Solutions ■ Is the notebook positioned to allow adequate ventilation? prevent overheating, do not obstruct the vents. Do not allow ✎ Toa hard surface, such as an adjoining optional printer, or a soft surface, such as carpet or fabric, to block the airflow. ■ Have files been scanned for viruses? ■ Was the notebook shut down through the operating system? Failure to do so can corrupt files.
Problems and Solutions For commercial business support, type the following in your Web browser address field: compaq.com/support. If the notebook is not connected to the Internet, refer to the Worldwide Telephone Numbers booklet included with the notebook to contact a support technician or a Compaq authorized dealer, reseller, or service provider.
Problems and Solutions Problem Solutions Table Audio Problems Problem Possible Cause Solution No sound. Volume has been muted or turned down. Use volume buttons or the volume control icon on the taskbar to adjust the volume. Volume has been muted and the volume control icon is missing from the taskbar. To display the volume control icon, refer to the audio information in the Hardware Guide on this CD. Internal speakers produce no sound.
Problems and Solutions Audio Problems (Continued) Problem Possible Cause Solution External microphone does not work. The wrong jack is being used. To identify the right jack, refer to the external components information in the Hardware Guide on this CD. The recording source is not selected in the software. Select the recording source in the software application. Refer to the documentation included with the device for more information. The recording level volume needs adjusting.
Problems and Solutions Battery Problems Problem Possible Cause Solutions Battery light is blinking. The battery pack is the only source of power, and the notebook has entered a low-battery condition. Connect the notebook to external power or initiate Hibernation, and replace the battery pack with a fully charged battery pack. Refer to the battery pack chapter in the Hardware Guide on this CD for details. Battery light is blinking and the notebook initiates Hibernation.
Problems and Solutions Battery Problems (Continued) Problem Possible Cause Solutions Battery light does not turn on to indicate that battery pack is charging; battery pack does not charge. AC power is not connected to the notebook. Check the power source. Battery pack is already fully charged. No action is required. Battery pack was exposed to temperature extremes. Allow time for the battery pack to reach room temperature. The battery pack has reached the end of its useful life.
Problems and Solutions Battery Problems (Continued) Problem Possible Cause Solutions Battery pack charge does not last as long as expected. Battery conservation settings, practices, and procedures are not set optimally. To optimize battery settings, refer to the battery conservation information in the Hardware Guide on this CD. Battery pack has partially self-discharged. Refer to details on storing a battery pack in the Hardware Guide on this CD.
Problems and Solutions \ CD and DVD Drive Problems Problem Possible Cause Solution System does not recognize a CD or DVD drive. The drive is not seated properly. Remove, then reinsert, the drive. System software does not support the drive. Install drivers and/or a system ROM upgrade as instructed in the drive documentation. The drive is damaged. To verify that the problem is with the drive, try using another drive in the same bay.
Problems and Solutions CD and DVD Drive Problems (Continued) Problem Possible Cause Solution CD or DVD drive cannot read a CD or DVD disc. The disc is upside down or not seated properly. Reinsert the disc with the label facing up and verify that the disc is securely snapped down on the spindle. The disc may not be supported by the drive. Use only discs that are supported. (A DVD disc cannot be used in a CD drive.) CD/DVD drive takes too long to start.
Problems and Solutions CD and DVD Drive Problems (Continued) Problem Possible Cause Solution System does not initiate Standby or Hibernation while a CD or DVD disc is in use. To protect the notebook from possible video degradation and/or loss of audio and video playback functionality, the notebook should not initiate Standby or Hibernation while optical media is being used. Stop the DVD or CD playback. Remove drive media before initiating Standby or Hibernation.
Problems and Solutions Infrared Communications Problems Problem Possible Cause Solution Cannot link with another infrared-equipped notebook or device. Infrared software is not running on both devices. Install infrared software on the second device and start the program on both devices. Infrared Monitor search is disabled. Enable the Infrared Monitor search in your operating system. Target device is not IrDA-compliant.
Problems and Solutions Infrared Communications Problems (Continued) Problem Possible Cause Solution Data transmission problem. Direct sunlight, energy-saving fluorescent light, or flashing incandescent light is close to the infrared connections. Remove the interfering light source(s), or move the infrared ports closer together, or select a slower fixed baud rate for each device. Interference from other infrared-equipped devices.
Problems and Solutions Infrared Communications Problems (Continued) Problem Possible Cause Solution System does not initiate Standby while infrared port is enabled. The system cannot initiate Standby while Infrared Monitor search is enabled. Disable Infrared Monitor search in your operating system. Problem Possible Cause Solution Modem does not work. Modem cable is not plugged into the correct notebook jack.
Problems and Solutions Modem Problems (Continued) Problem Possible Cause Solution No dial tone, with or without “No dial tone” message. (continued) Telephone service is not connected to the telephone wall jack. Connect a telephone to the wall jack. If you do not hear a dial tone, contact your telephone service provider. A shared telephone line is in use. Make sure another telephone or modem is not using the telephone line. Modem is connected to a digital line such as an office PBX line.
Problems and Solutions Modem Problems (Continued) Problem Possible Cause Solution Modem does not connect at highest speed. Line conditions in your area or in the area you are calling may not support the highest connect speeds. Have your telephone line checked by your local telephone service provider. Another device on your telephone line may be causing interference.
Problems and Solutions Modem Problems (Continued) Problem Possible Cause Solution Modem loses connection. Call waiting feature may be interfering with the connection. Disable call waiting feature before dialing. For information about disabling call waiting, and to obtain the “disable call waiting code” for your dialing area, consult your local telephone service provider. Another device on your telephone line may be causing interference.
Problems and Solutions PC Card Problems Problem Possible Cause Solution Notebook does not beep when PC Card is inserted, but PC Card works. Volume is muted. Use volume buttons or the volume control icon on the taskbar to adjust the volume. PC Card beeps have been disabled. To enable PC Card beeps, refer to the power management section in the Software Guide on this CD. PC Card is upside down. Remove the PC Card, then reinsert it with the label side up.
Problems and Solutions PC Card Problems (Continued) Problem Possible Cause Solution Notebook beeps twice when a storage PC Card is inserted, but the PC Card does not work. The storage PC Card is not formatted. Verify or change the drive letter assignment. For instructions, refer to your operating system documentation. To format a PC Card, refer to the documentation included with the card.
Problems and Solutions Keyboard and Pointing Device Problems (Continued) Problem Possible Cause Solution External mouse does not work. The external mouse is not supported or does not have the correct drivers installed. Ensure that the drivers included with your mouse have been installed. The mouse is dirty. Refer to the instructions in the Maintenance, Shipping and Travel Guide on this CD to clean your mouse. Keys on the notebook keyboard are sticking or not responding properly.
Problems and Solutions Hard Drive Problems (Primary Hard Drive) Problem Possible Cause Solution Hard drive cannot be accessed. The notebook may have DriveLock protection enabled on the drive. To set or remove passwords, refer to the security section in the Software Guide on this CD. DriveLock settings cannot be accessed in Computer Setup. The DriveLock settings are accessible only when you enter Computer Setup by turning on (not restarting) the notebook. Turn the notebook off.
Problems and Solutions Hard Drive Problems (Secondary Hard Drive) Problem Possible Cause Solution System does not recognize a hard drive. The drive is not seated properly. Remove, then reinsert, the drive. The drive was inserted while the system was on, in Standby, or in Hibernation. Shut down the notebook before inserting or removing a hard drive. The drive is damaged. If you have access to another drive, use that drive to verify the source of the problem.
Problems and Solutions Power Problems Problem Possible Cause Solution Notebook will not turn on when connected to external power while battery pack is in the notebook. Battery pack may be defective. Remove or replace the battery pack. Notebook turned off while it was left unattended and power/standby light is off. System initiated Hibernation. Exit Hibernation. Notebook turned off while it was left unattended and will not turn on.
Problems and Solutions Power Problems (Continued) Problem Possible Cause Solution System does not initiate Standby. The system cannot initiate Standby while Infrared Monitor search is enabled. Disable Infrared Monitor search in your operating system. The system cannot initiate Standby while a CD or DVD disc is in the system and auto insert notification is turned on. Remove the CD or DVD disc. Problem Possible Cause Solution Game frequently stops responding or locks up.
Problems and Solutions Display Problems Problem Possible Cause Solution Characters on notebook display are dim. Notebook is in direct light. Move the notebook or tilt the display. Screen brightness is set low. To increase screen brightness, press the brightness hotkeys. Refer to the Hardware Guide on this CD for the hotkey settings. Standby has been initiated. Exit Standby. Refer to the Software Guide on this CD for details about Standby and other power settings. Hibernation has been initiated.
Problems and Solutions Internet Problems Problem Possible Cause Solution Cannot connect to the Internet. Internet service provider (ISP) account is not set up properly. Verify your Internet settings or contact your ISP for assistance. Internal modem is not set up properly. Reconnect the modem and redial your service provider. To set up your modem, refer to the Modem and Networking Guide on this CD. Easy Access buttons do not respond. ISP connection is not established.
Problems and Solutions USB Problems Problem Possible Cause Solution External device connected to the USB connector does not work. The external device does not start up. If the external device requires external power, ensure that it is plugged into the electrical outlet correctly. The external device is defective. Try the external device in another USB connector on your notebook or a USB connector on another notebook to verify the problem. USB device needs a driver update.
Problems and Solutions USB Problems (Continued) Problem Possible Cause Solution A device, for example the keyboard or mouse, connected through the USB connector does not work before the operating system loads. USB legacy support is disabled. To enable USB legacy support, refer to the Software Guide on this CD for Computer Setup information.
Index A audio problems 1–5 B battery pack problems 1–7, 1–9 C CD problems 1–10 clock problems with date and time 1–7 Compaq Diagnostics 1–4 Compaq Web sites commercial 1–3 consumer 1–3 cursor problems 1–20 D date and time problems real-time clock battery 1–7 display problems 1–12, 1–26 drive media problems 1–10 DVD problems 1–10 E embedded numeric keypad problems 1–20 external keyboard problems 1–20 external mouse problems 1–21 help calling Compaq technical support 1–4 Hibernation problems with CDs and
Index P passwords providing to service provider 1–4 PC Card problems 1–19 playing games problems encountered 1–25 pointing stick problems 1–20 power (battery pack) problems 1–7 power problems 1–24 primary hard drive problems 1–22 Q speaker problems 1–5 Standby problems with CDs and DVDs 1–10 problems with Infrared 1–15 T technical support calls gathering information prior to 1–4 TouchPad problems 1–20 U quick solutions checklist 1–2 URL problems 1–27 USB problems 1–28 R V real-time clock 1–7 recor
