Troubleshooting Guide HP Compaq Business Desktops dx2700/dx2708 Microtowers and dx2700 Small Form Factor Models Document Part Number: 431664-001 September 2006 This guide provides helpful hints and solutions for troubleshooting the above products as well as scenarios for possible hardware and software problems.
© Copyright 2006 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Microsoft and Windows are trademarks of Microsoft Corporation in the U.S. and other countries. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty.
Contents 1 Computer Diagnostic Features HP Insight Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Accessing HP Insight Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Survey Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Test Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1 Computer Diagnostic Features HP Insight Diagnostics Insight Diagnostics is included on CD with some computer ✎ HP models only. The HP Insight Diagnostics utility allows you to view information about the hardware configuration of the computer and perform hardware diagnostic tests on the subsystems of the computer. The utility simplifies the process of effectively identifying, diagnosing, and isolating hardware issues. The Survey tab is displayed when you invoke HP Insight Diagnostics.
Computer Diagnostic Features Accessing HP Insight Diagnostics You must boot to the Library CD, as described in the steps below, to access HP Insight Diagnostics. 1. While the computer is on, insert the Library CD into an optical drive on the computer. 2. Shut down the operating system and turn off the computer. 3. Turn on the computer. The system will boot to the CD.
Computer Diagnostic Features Survey Tab The Survey tab displays important system configuration information. In the View section on the left side of the screen, you can select the Summary view to see limited configuration data or select the Advanced view to see all the data in the selected category. Regardless of whether you choose Advanced or Summary, the following categories of information are available on the Survey tab: All—Gives a listing of all categories of information about the computer.
Computer Diagnostic Features Test Tab The Test tab allows you to choose various parts of the system to test. You can also choose the type of test and testing mode. There are two test modes to choose from: ■ Interactive Mode—Provides maximum control over the testing process. The diagnostic software will prompt you for input during tests that require your interaction.You may also determine whether the test passed or failed. ■ Unattended Mode—Does not display prompts and requires no interaction.
Computer Diagnostic Features 5. Choose how you want the test to be executed, either Number of Loops or Total Test Time. When choosing to run the test over a specified number of loops, enter the number of loops to perform. If you desire to have the diagnostic test for a specified time period, enter the amount of time in minutes. 6. Click Begin Testing to start the test. The Status tab, which allows you to monitor the progress of the test, is automatically displayed during the testing process.
Computer Diagnostic Features Log Tab The Log tab contains two logs, a Test Log and an Error Log, each of which can be selected from the left side of the tab. The Test Log displays all tests that have been executed, the number of times of execution, the number of times the test failed, and the time it took to complete the test. The Clear Test Log button will clear the contents of the Test Log.
Computer Diagnostic Features Downloading the Latest Version of HP Insight Diagnostics 1. Go to www.hp.com. 2. Click the Software & Driver Downloads link. 3. Click the Download drivers and software radio button. 4. Enter your product number (for example, dx2100) 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. Locate HP Insight Diagnostics and click Download.
2 Troubleshooting Safety and Comfort Å WARNING: Misuse of the computer or failure to establish a safe and comfortable work environment may result in discomfort or serious injury. Refer to the Safety & Comfort Guide on the Library CD and available at www.hp.com/ergo for more information on choosing a workspace and creating a safe and comfortable work environment.
Troubleshooting Ä ■ If you are working on a network, plug another computer with a different cable into the network connection. There may be a problem with the network plug or cable. ■ If you recently added new hardware, remove the hardware and see if the computer functions properly. ■ If you recently installed new software, uninstall the software and see if the computer functions properly. ■ Boot the computer to the Safe Mode to see if it will boot without all of the drivers loaded.
Troubleshooting Ä ■ Remove any hardware that was recently added to your system. ■ Remove any software that was recently installed. ■ Run the Restore Plus! CD. CAUTION: Running the Restore Plus! CD will erase all data on the hard drive. sales information and warranty upgrades (HP Care Pack ✎ For Services), call your local authorized service provider or dealer.
Troubleshooting computer will restart if automatic start on power loss is set in Computer Setup. If it does not restart, press the power button to start the computer. Ä ■ Reconfigure the computer after installing a non–plug and play expansion board or other option. See “Solving Hardware Installation Problems” for instructions. ■ Be sure that all the needed device drivers have been installed. For example, if you are using a printer, you need a driver for that model printer.
Troubleshooting Solving General Problems You may be able to easily resolve the minor problems described in this section. If a problem persists and you are unable to resolve it yourself or if you feel uncomfortable about performing the operation, contact your HP authorized reseller or service provider. Problem Computer will not turn on. Cause Solution Cables to the external power source are unplugged.
Troubleshooting Problem Computer will not respond to USB keyboard or mouse. Cause Solution Computer is in standby mode. Press the power button to resume from standby mode. Keyboard or mouse is not connected to computer. Connect keyboard and mouse cables to computer. System has locked up. Restart the computer. When attempting to resume from standby mode, do not hold down the Ä CAUTION: power button for more than four seconds.
Troubleshooting Problem Cause Poor performance is Hard drive is full. experienced (continued). Solution Transfer data from the hard drive to create more space on the hard drive. Low on memory. Add more memory. Hard drive is fragmented. Defragment hard drive. Program previously accessed did not release reserved memory back to the system. Restart the computer. Virus resident on the hard drive. Run the virus protection program. Too many applications running. 1.
Troubleshooting Problem Blank screen (no video) (continued). Cause Solution You may have a screen blanking utility installed or energy saver features are enabled. Press any key or click the mouse button and, if set, type your password. Computer is in standby mode. Press the power button to resume from standby mode. When attempting to resume from standby mode, do not hold down the Ä CAUTION: power button for more than four seconds.
Troubleshooting Solving Hardware Installation Problems You may need to reconfigure the computer when you add or remove hardware, such as an additional drive or expansion card. If you install a plug and play device, Windows XP Home/Professional will automatically recognize the device and configure the computer. If you install a non–plug and play device, you must reconfigure the computer after completing installation of the new hardware.
Troubleshooting Problem Computer will not start. Cause Solution Wrong memory modules were used in the upgrade or memory modules were installed in the wrong location. 1. Review the documentation that came with the system to determine if you are using the correct memory modules and to verify the proper installation. 2. Observe the beeps and LED lights on the front of the computer. See “Interpreting Diagnostic Lights and Audible Codes” to determine possible causes. 3.
Troubleshooting Diagnostic Front Panel LEDs and Audible Codes Activity Beeps Possible Cause Recommended Action Green Power LED On. None Computer on. None Green Power LED flashes every two seconds. None Computer in Suspend to RAM mode (some models only) or normal Suspend mode. Not support wake up by mouse/keyboard. CPU Fan weak (RPM < 1000) or not turning, Display Warning message and Long Beep for 5 sec and shut down. 2 Processor thermal protection activated: 1.
Troubleshooting Diagnostic Front Panel LEDs and Audible Codes (Continued) Activity Beeps Possible Cause Recommended Action Red Power LED flashes 6 times, one every second, followed by a 2 second pause. Also 6 simultaneous beeps will be heard. 6 Pre-video graphics error. For systems with a graphics card: Red Power LED flashes 8 times, one every second, followed by a 2 second pause. Also 8 simultaneous beeps will be heard. 8 1. Reseat the graphics card. Power on the system. 2.
Troubleshooting Diagnostic Front Panel LEDs and Audible Codes (Continued) Activity System does not power on and LEDs are not flashing. Beeps Possible Cause Recommended Action None System unable to power on. Press and hold the power button for less than 4 seconds. If the hard drive LED turns green, then: 1. Check that the voltage selector, located on the rear of the power supply, is set to the appropriate voltage*. Proper voltage setting depends on your region. 2.
Troubleshooting Diagnostic Front Panel LEDs and Audible Codes (Continued) Activity Beeps Possible Cause System gives an error message stating that “Error 912 - computer cover or side panel has been removed. Make sure that any system access was authorized and press F1 to continue”. Continuous beep for 5 seconds The chassis side cover is open or would have been removed after previous power on. Recommended Action 1.
Troubleshooting Contacting Customer Support For help and service, contact an authorized reseller or dealer. To locate a reseller or dealer near you, visit www.hp.com. you take the computer to an authorized reseller, dealer, or service ✎ Ifprovider for service, remember to provide the setup and power-on passwords if they are set. to the number listed in the warranty or in the Worldwide ✎ Refer Telephone Numbers Guide on the Library CD for technical assistance. Troubleshooting Guide www.hp.
