Troubleshooting and Maintenance Guide
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Table of Contents Maintenance............................................................................................1 Creating Data Backup Discs ....................................................................................1 Creating System Recovery Disks ...............................................................................1 Security Updates ....................................................................................................
iv Table of Contents
Maintenance It is important that you keep current backups of your important data, protect against data loss, and perform simple maintenance of your computer to ensure that it works at peak performance. Creating Data Backup Discs If you ever need to perform a system recovery, the process deletes data and returns your system to its factory state. Back up data before a problem occurs. An external hard disk drive is the best way to back up important data.
Keeping the Computer Free of Dust and Dirt Physical maintenance of your hardware is required to keep components working well. This includes cleaning keyboards, screens, and internal fans in the computer. You might notice that your computer is getting louder when it runs. This can be caused by dust buildup on the inside. When dust buildup gets to a certain point, the system can overheat, causing automatic shutdown. Refer to the Upgrading and Servicing Guide to access the inside of the computer.
Cleaning fans, heat sink, and inside computer If you have a rollerball mouse, clean the ball and rollers inside: Critical components inside your computer system are cooled by fans. The heat sink absorbs and dissipates heat. When dust builds up on the fans and heat sink, it creates a blanket effect, causing components to overheat, leading to poor system performance, automatic shutdown, or early part failure. 1 Turn the mouse upside down.
Automatic disk cleanup 1 Click the Windows Start Button, All Programs, Accessories, System Tools, and then click Task Scheduler. 2 Click Action, and then click Create Basic Task. 3 Type a name for the task, and an optional description. 4 Click Next, and then click Next again. 5 Select the reoccurrence, and then click Next. 6 Select the time at which to run Disk Cleanup, and then click Next. Disk Cleanup may take a long time, so select a time when the computer is on but not in use.
Checking for Hard Disk Drive Errors Understanding Hard Disk Drive Space Perform the following procedure to check the integrity of the hard disk drive in Windows Vista. Close all open programs before beginning the disk check. The hard disk drive on the Hewlett-Packard and Compaq computers with the Windows Vista operating system preinstalled may appear to be smaller than what is stated in the product specifications, in the documentation, or on the box.
Troubleshooting Computer Problems The troubleshooting tables in this section appear in the following order: Audio CD and DVD Drives Video Display (Monitor) Hard Disk Drive Hardware Installation Internet Access Keyboard and Mouse Power Performance Miscellaneous For more information about monitor problems, or for problems related specifically to your printer, refer to the documentation provided by the product manufacturer.
Audio (continued) Symptom Possible solution Codec error messages appear when certain audio files are played. Open the file in Windows Media Player. Ensure that Windows Media Player is configured to automatically download codecs. If the correct codec is available, the file will play. Note that you must be connected to the Internet to download codec files. If the correct codec is not available, check whether an update is available for Windows Media Player.
CD and DVD Drives Symptom Possible solution The CD or DVD drive cannot read a disc, or it takes too long to start. Ensure that the disc is inserted with the label facing up and centered in the tray. Wait at least 30 seconds for the drive to determine the type of media. Clean the disc with a disc cleaning kit, available from most computer stores. The driver may be corrupted or outdated. For detailed information about restoring and updating drivers, visit the HP Web site. I cannot remove a CD or DVD.
CD and DVD Drives (continued) Symptom Possible solution I cannot record (burn) a disc. (continued) Select a slower write speed for the recording drive, if a slower speed is available. The recording software may not let you add a track if it exceeds the available space on your disc. You can make space available by removing one or more tracks from the list before recording the files to the disc. Close all software programs and windows before recording.
Video Symptom Possible solution Some video files do not play. Your file may be corrupt or in an unsupported format. Open the video file in a video editor, and then resave the file in a supported format. Codec error messages appear Open the file in Windows Media Player. Ensure that Windows Media Player is when I play certain video files. configured to automatically download codecs. If the correct codec is available, the file will play.
Display (Monitor) In addition to the information listed here, also refer to the documentation that came with your monitor. Symptom Possible solution Screen is blank, and monitor power light is not lit. Reconnect the power cord to the back of the monitor and to the wall outlet. Screen is blank. Press the space bar on the keyboard, or move the mouse, to make the screen display visible again. Press the On button on the front of the monitor.
Hard Disk Drive Symptom Possible solution Computer seems to be locked up and is not responding. Use the Windows Task Manager to close any programs not responding, or restart the computer: 1 Press the Ctrl, Alt, and Delete keys on the keyboard simultaneously. 2 Click Start Task Manager. 3 Select the program that is not responding, and then click End Task. If closing programs does not work, restart the computer: 1 Press the Ctrl, Alt, and Delete keys on the keyboard simultaneously.
Hardware Installation (continued) Symptom Possible solution A new device does not work. To install or uninstall a device driver, you must be logged in with administrative privileges. If you need to switch users, click the Windows Start Button, click the Arrow button next to the Lock button, and then click Switch User. Choose a user with administrative privileges. A device does not work after installing a new device.
Internet Access Symptom Possible solution I cannot connect to the Internet. Verify Internet settings, or contact your Internet Service Provider (ISP) for assistance. Verify that you are using the proper cables for your Internet connection type. Your computer may have a modem and an Ethernet network adapter (also called a network interface card, or NIC). A modem uses a standard telephone cable to make a dial-up connection. A NIC uses a network cable to connect to a local area network (LAN).
Internet Access (continued) Symptom Possible solution My Internet browser home page changed to something I did not want. You may have spyware on your computer. Spyware is software that usually runs silently in the background on your computer, collecting and sending information about you and your use of the computer to another person or system on the Internet.
Keyboard and Mouse Symptom Possible solution Keyboard commands and typing are not recognized by the computer. Turn off the computer by using the mouse, reconnect the keyboard to the back of the computer, and then turn on the computer. Keyboard Print button does not work. Use the Print menu item in the program (usually located on the File menu). Wireless keyboard or mouse does not work or is not detected. Check for these problems: Ensure that the mouse and keyboard are within range of the receiver.
Keyboard and Mouse (continued) Symptom Possible solution Wireless keyboard or mouse does not work or is not detected. (continued) After the mouse connection is established, repeat the procedure with the keyboard: 1 Push the Connect button on the receiver and hold it for 5 to 10 seconds, until the blue light starts to flash. 2 Push and hold the Connect button (c) on the underside of the keyboard until the blue LED on the receiver stops flashing.
Keyboard and Mouse (continued) Symptom Possible solution I cannot move the cursor using the arrow keys on the number key pad. Press the Num Lock key. The Num Lock light should not be on if you want to use the arrow keys on the number key pad. Cursor moves only vertically or horizontally (or it does not move smoothly on the screen). Remove the rollerball cover from bottom of mouse (by rotating it counterclockwise), remove the ball, and clean it with a damp, lint-free cloth (not paper).
Power Symptom Possible solution Computer will not turn on or start. Ensure that the cables connecting the computer to the external power source are plugged in properly. When the cables connecting the computer to the external power source are plugged in properly, and the wall outlet is functioning, the green power supply light on the back of the computer should be on; if it is not, refer to the Limited Warranty and Support Guide to contact Support.
Performance Symptom Possible solution Software programs and files take longer than normal to open or respond. If you created multiple user accounts on your computer, ensure that no other users are logged in. If there are multiple users logged in simultaneously, system resources must be shared among them.
Performance (continued) Symptom Possible solution Software programs and files take longer than normal to open or respond. (continued) Check for hard disk drive errors: 1 Close all open programs and windows. 2 Click the Windows Start Button, and then Computer. 3 Right-click the hard disk drive that you want to check, and then click Properties. 4 Click the Tools tab. 5 Under Error-checking, click Check Now.
Miscellaneous (continued) Symptom Possible solution Remote sensor is not receiving a signal from the remote control (select models only). 1 Click the Windows Start Button, right-click Computer, and then click Properties. 2 Under Tasks, click Device Manager. 3 Click the plus sign (+) next to Universal Serial Bus Controllers. 4 If eHome Infrared Receiver is listed under Universal Serial Bus Controllers, Windows Vista is properly detecting the infrared (IR) receiver.
Repairing Software Problems Your computer uses the operating system and installed software programs during normal operation. If your computer works improperly or stops, you may be able to repair it. Restarting Your Computer Restarting is the simplest repair method for your computer. When you restart, the computer reloads the operating system and software into its memory.
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