Troubleshooting Guide HP Business PCs
© Copyright 2009 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Microsoft, Windows, and Windows Vista are either trademarks or registered trademarks of Microsoft Corporation in the United States and/or 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.
About This Book WARNING! Text set off in this manner indicates that failure to follow directions could result in bodily harm or loss of life. CAUTION: Text set off in this manner indicates that failure to follow directions could result in damage to equipment or loss of information. NOTE: Text set off in this manner provides important supplemental information.
iv About This Book ENWW
Table of contents 1 Computer Diagnostic Features Hewlett-Packard Vision Field Diagnostics ............................................................................................ 1 Accessing HP Vision Field Diagnostics ............................................................................... 1 Survey Tab .......................................................................................................................... 2 Test Tab .............................................................
Contacting Customer Support ............................................................................................................ 44 Appendix A POST Error Messages POST Numeric Codes and Text Messages ....................................................................................... 46 Interpreting POST Diagnostic Front Panel LEDs and Audible Codes ................................................ 52 Appendix B Password Security and Resetting CMOS Resetting the Password Jumper ...................
1 Computer Diagnostic Features Hewlett-Packard Vision Field Diagnostics NOTE: HP Vision Field Diagnostics is included on CD with some computer models only. The Hewlett-Packard Vision Field 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.
NOTE: If the system does not boot to the CD in the optical drive or to the USB flash drive, you may need to change the boot order in the Computer Setup (F10) utility. Refer to the Computer Setup (F10) Utility Guide for more information. 5. At the boot menu, select either the HP Vision Field Diagnostics utility to test the various hardware components in the computer or the HP Memory Test utility to test memory only.
There are three types of tests to choose from: ● Quick Test—Provides a predetermined script where a sample of each hardware component is exercised. You may further modify which of the Quick tests are executed by selecting or deselecting individual tests in the hardware component check list. ● Complete Test—Provides a predetermined script where each hardware component is fully tested.
History Tab The History tab contains information on past test executions. The History Log displays all tests that have been executed, the number of times of execution, the number of times failed, the date each test was executed, and the time it took to complete each test. The Clear History button will clear the contents of the History Log. The contents of the History Log may be saved as a HTML file to either floppy or USB flash drive by clicking the Save button.
The Memory test tab section provides information on the HP Memory Test application that may be launched from the boot menu. The HP Support section provides information on obtaining technical support from HP. Saving and Printing Information in HP Vision Field Diagnostics You can save the information displayed in the HP Vision Field Diagnostics Survey, History and Errors tabs to a diskette or a USB flash drive. You can not save to the hard drive.
2 Troubleshooting Without Diagnostics This chapter provides information on how to identify and correct minor problems, such as hard drive, optical drive, graphics, audio, memory, and software problems. If you encounter problems with the computer, refer to the tables in this chapter for probable causes and recommended solutions. NOTE: For information on specific error messages that may appear on the screen during Power-On Self-Test (POST) at startup, refer to Appendix A, POST Error Messages on page 45.
● Boot the computer to the Safe Mode to see if it will boot without all of the drivers loaded. When booting the operating system, use “Last Known Configuration.” ● Refer to the comprehensive online technical support at http://www.hp.com/support. ● Refer to Helpful Hints on page 7 in this guide. To assist you in resolving problems online, HP Instant Support Professional Edition provides you with self-solve diagnostics.
restart if it is set to automatic start after power loss in Computer Setup as soon as power is restored. If it does not restart, press the power button to start the computer. ● Reconfigure the computer after installing a non-plug and play expansion board or other option. See Solving Hardware Installation Problems on page 29 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.
Solving General Problems You may be able to easily resolve the general 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 an authorized dealer or reseller. WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system board.
Table 2-1 Solving General Problems (continued) There is no sound or sound volume is too low. Cause Solution System volume may be set low or muted. 1. Check the F10 BIOS settings to make sure the internal system speaker is not muted (this setting does not affect the external speakers). 2. Make sure the external speakers are properly connected and powered on and that the speakers' volume control is set correctly. 3.
Table 2-1 Solving General Problems (continued) Poor performance is experienced. Cause Solution applications from launching at startup, go to Start > Run (Windows XP) or Start > Accessories > Run (Windows Vista) and type msconfig. On the Startup tab of the System Configuration Utility, clear applications that you do not want to launch automatically. Some software applications, especially games, are stressful on the graphics subsystem Cause unknown. 1.
Table 2-1 Solving General Problems (continued) System does not power on and the LEDs on the front of the computer are not flashing. Cause 12 Chapter 2 Troubleshooting Without Diagnostics Solution 3. Check that both power supply cables are properly connected to the system board. 4. Check to see if the 5V_aux light on the system board is turned on. If it is turned on, then replace the power button harness. 5. If the 5V_aux light on the system board is off, then replace the power supply. 6.
Solving Power Problems Common causes and solutions for power problems are listed in the following table. Table 2-2 Solving Power Problems Power supply shuts down intermittently. Cause Solution Power supply will not turn on because of internal power supply fault. Contact an authorized service provider to replace the power supply. Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two second pause, and the computer beeps two times.
Solving Hard Drive Problems Table 2-3 Solving Hard Drive Problems Hard drive error occurs. Cause Solution Hard disk has bad sectors or has failed. 1. In Microsoft Windows XP, right-click Start, click Explore, and select a drive. Select File > Properties > Tools. Under Error-checking, click Check Now. In Microsoft Windows Vista, right-click Start, click Explore, and right-click on a drive. Select Properties then select the Tools tab. Under Errorchecking click Check Now. 2.
Table 2-3 Solving Hard Drive Problems (continued) Nonsystem disk/NTLDR missing message. Cause Solution The system is trying to start from a media device that is not bootable. Remove the media device from the drive. The system is trying to start from the hard drive but the hard drive may have been damaged. 1. Insert a bootable media device into the drive and restart the computer. 2. Check the hard drive format using fdisk: If NTFS formatting, use a third party reader to evaluate the drive.
Table 2-3 Solving Hard Drive Problems (continued) Computer seems to be locked up. Cause Solution off the power. To restart the computer, press the power button again. The removable hard drive has no power to the hard drive enclosure. Cause Solution The lock on the enclosure is not turned to the “ON” position. Insert the key and turn the lock clockwise 90 degrees. The green LED on the front of the enclosure should be on.
Solving Media Card Reader Problems Table 2-4 Solving Media Card Reader Problems Media card will not work in a digital camera after formatting it in Microsoft Windows XP or Microsoft Windows Vista. Cause Solution By default, Windows XP and Windows Vista will format any media card with a capacity greater than 32MB with the FAT32 format. Most digital cameras use the FAT (FAT16 & FAT12) format and can not operate with a FAT32 formatted card.
Table 2-4 Solving Media Card Reader Problems (continued) After installing the media card reader and booting to Windows, the reader and the inserted cards are not recognized by the computer. Cause Solution The operating system needs time to recognize the device if the reader was just installed into the computer and you are turning the PC on for the first time.
Solving Display Problems If you encounter display problems, see the documentation that came with the monitor and to the common causes and solutions listed in the following table. Table 2-5 Solving Display Problems Blank screen (no video). Cause Solution Monitor is not turned on and the monitor light is not on. Turn on the monitor and check that the monitor light is on. Bad monitor. Try a different monitor. The cable connections are not correct.
Table 2-5 Solving Display Problems (continued) Cannot enable integrated graphics after installing a PCI Express graphics card. Cause Solution On systems with Intel integrated graphics, the integrated graphics cannot be enabled after installing a PCI Express x16. The integrated graphics can be enabled in Computer Setup if a PCI or PCI Express x1 graphics card is installed, but it cannot be enabled if there is a graphics card in the PCI Express x16 slot.
Table 2-5 Solving Display Problems (continued) Dim characters. Cause Solution The brightness and contrast controls are not set properly. Adjust the monitor brightness and contrast controls. Cables are not properly connected. Check that the graphics cable is securely connected to the graphics card and the monitor. Blurry video or requested resolution cannot be set. Cause Solution If the graphics controller was upgraded, the correct graphics drivers may not be loaded.
Table 2-5 Solving Display Problems (continued) “Out of Range” displays on screen. Cause Solution Video resolution and refresh rate are set higher than what the monitor supports. Restart the computer and enter Safe Mode. Change the settings to a supported setting then restart the computer so that the new settings take effect. Vibrating or rattling noise coming from inside a CRT monitor when powered on. Cause Solution Monitor degaussing coil has been activated. None.
Table 2-5 Solving Display Problems (continued) Certain typed symbols do not appear correct. Cause Solution Tools > Character Map. You can copy the symbol from the Character Map into a document.
Solving Audio Problems If the computer has audio features and you encounter audio problems, see the common causes and solutions listed in the following table. Table 2-6 Solving Audio Problems Sound cuts in and out. Cause Solution Processor resources are being used by other open applications. Shut down all open processor-intensive applications. Direct sound latency, common in many media player applications. In Windows XP only: 1. From the Control Panel, select Sounds and Audio Devices. 2.
Table 2-6 Solving Audio Problems (continued) Sound does not come out of the speaker or headphones. Cause Solution CAUTION: When attempting to resume from standby mode, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose any unsaved data. Internal speaker is disabled in Computer Setup. Enable the internal speaker in Computer Setup. Select Advanced > Device Options > Internal Speaker.
Solving Printer Problems If you encounter printer problems, see the documentation that came with the printer and to the common causes and solutions listed in the following table. Table 2-7 Solving Printer Problems Printer will not print. Cause Solution Printer is not turned on and online. Turn the printer on and make sure it is online. The correct printer drivers for the application are not installed. 1. Install the correct printer driver for the application. 2.
Solving Keyboard and Mouse Problems If you encounter keyboard or mouse problems, see the documentation that came with the equipment and to the common causes and solutions listed in the following table. Table 2-8 Solving Keyboard Problems Keyboard commands and typing are not recognized by the computer. Cause Solution Keyboard connector is not properly connected. 1. On the Windows XP Desktop, click Start > Shut Down.
Table 2-9 Solving Mouse Problems (continued) Mouse does not respond to movement or is too slow. Cause Solution Mouse may need cleaning. Remove the roller ball cover on the mouse and clean the internal components. Mouse may need repair. See the Worldwide Limited Warranty for terms and conditions. Computer 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.
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 automatically recognizes the device and configures the computer. If you install a non–plug and play device, you must reconfigure the computer after completing installation of the new hardware. In Windows, use the Add Hardware Wizard and follow the instructions that appear on the screen.
Table 2-10 Solving Hardware Installation Problems (continued) Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution Memory is installed incorrectly or is bad. CAUTION: To avoid damage to the DIMMs or the system board, you must unplug the computer power cord before attempting to reseat, install, or remove a DIMM module. 1. Reseat DIMMs. Power on the system. 2.
Solving Network Problems Some common causes and solutions for network problems are listed in the following table. These guidelines do not discuss the process of debugging the network cabling. Table 2-11 Solving Network Problems Wake-on-LAN feature is not functioning. Cause Solution Wake-on-LAN is not enabled. To enable Wake-on-LAN in Windows XP: 1. Select Start > Control Panel. 2. Double-click Network Connections. 3. Double-click Local Area Connection. 4. Click Properties. 5. Click Configure.
Table 2-11 Solving Network Problems (continued) Network status link light never flashes. NOTE: The network status light is supposed to flash when there is network activity. Cause Solution No active network is detected. Check cabling and network equipment for proper connection. Network controller is not set up properly. Check for the device status within Windows, such as Device Manager for driver load and the Network Connections applet within Windows for link status. Network controller is disabled.
Table 2-11 Solving Network Problems (continued) Network controller stopped working when an expansion board was added to the computer. Cause Solution The network controller requires drivers. Verify that the drivers were not accidentally deleted when the drivers for a new expansion board were installed. The expansion board installed is a network card (NIC) and conflicts with the embedded NIC. Under the Computer Setup Advanced menu, change the resource settings for the board.
Solving Memory Problems If you encounter memory problems, some common causes and solutions are listed in the following table. CAUTION: Power may still be supplied to the DIMMs when the computer is turned off (depending on the Management Engine (ME) settings on some models). To avoid damage to the DIMMs or the system board, you must unplug the computer power cord before attempting to reseat, install, or remove a DIMM module.
Table 2-12 Solving Memory Problems (continued) Insufficient memory error during operation. Cause Solution Too many Terminate and Stay Resident programs (TSRs) are installed. Delete any TSRs that you do not need. You have run out of memory for the application. Check the memory requirements for the application or add more memory to the computer. Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times.
Solving Processor Problems If you encounter processor problems, common causes and solutions are listed in the following table. Table 2-13 Solving Processor Problems Poor performance is experienced. Cause Solution Processor is hot. 1. Make sure the airflow to the computer is not blocked. 2. Make sure the fans are connected and working properly (some fans only operate when needed). 3. Make sure the processor heatsink is installed properly.
Solving CD-ROM and DVD Problems If you encounter CD-ROM or DVD problems, see the common causes and solutions listed in the following table or to the documentation that came with the optional device. Table 2-14 Solving CD-ROM and DVD Problems System will not boot from CD-ROM or DVD drive. Cause Solution The device is attached to a SATA port that has been hidden in the Computer Setup utility.
Table 2-14 Solving CD-ROM and DVD Problems (continued) Movie will not play in the DVD drive. Cause Solution Movie may be regionalized for a different country. See the documentation that came with the DVD drive. Decoder software is not installed. Install decoder software. Damaged media. Replace media. Movie rating locked out by parental lock. Use DVD software to remove parental lock. Media installed upside down. Reinstall media. Cannot eject compact disc (tray-load unit).
Solving USB Flash Drive Problems If you encounter USB flash drive problems, common causes and solutions are listed in the following table. Table 2-15 Solving USB Flash Drive Problems USB flash drive is not seen as a drive letter in Windows. Cause Solution The drive letter after the last physical drive is not available. Change the default drive letter for the flash drive in Windows. USB flash drive not found (identified).
Solving Front Panel Component Problems If you encounter problems with devices connected to the front panel, refer to the common causes and solutions listed in the following table. Table 2-16 Solving Front Panel Component Problems A USB device, headphone, or microphone is not recognized by the computer. Cause Solution Device is not properly connected. 1. Turn off the computer. 2. Reconnect the device to the front of the computer and restart the computer. The device does not have power.
Solving Internet Access Problems If you encounter Internet access problems, consult your Internet Service Provider (ISP) or refer to the common causes and solutions listed in the following table. Table 2-17 Solving Internet Access Problems Unable to connect to the Internet. Cause Solution Internet Service Provider (ISP) account is not set up properly. Verify Internet settings or contact your ISP for assistance. Modem is not set up properly. Reconnect the modem.
Table 2-17 Solving Internet Access Problems (continued) Internet takes too long to download Web sites. Cause Solution Modem is not set up properly. Verify that the modem is connected and communicating properly. Windows XP 1. Select Start > Control Panel. 2. Double-click System. 3. Click the Hardware tab. 4. In the Device Manager area, click the Device Manager button. 5. Double-click Modems. 6. Double-click Agere Systems PCI-SV92PP Soft Modem. 7. On the General tab, click Diagnostics. 8.
Solving Software Problems Most software problems occur as a result of the following: ● The application was not installed or configured correctly. ● There is insufficient memory available to run the application. ● There is a conflict between applications. ● Be sure that all the needed device drivers have been installed. ● If you have installed an operating system other than the factory-installed operating system, check to be sure it is supported on the system.
Contacting Customer Support For help and service, contact an authorized reseller or dealer. To locate a reseller or dealer near you, visit http://www.hp.com. NOTE: If you take the computer to an authorized reseller, dealer, or service provider for service, remember to provide the setup and power-on passwords if they are set. Refer to the number listed in the warranty or in the Support Telephone Numbers guide for technical assistance.
A POST Error Messages This appendix lists the error codes, error messages, and the various indicator light and audible sequences that you may encounter during Power-On Self-Test (POST) or computer restart, the probable source of the problem, and steps you can take to resolve the error condition. POST Message Disabled suppresses most system messages during POST, such as memory count and non-error text messages. If a POST error occurs, the screen will display the error message.
POST Numeric Codes and Text Messages This section covers those POST errors that have numeric codes associated with them. The section also includes some text messages that may be encountered during POST. NOTE: The computer will beep once after a POST text message is displayed on the screen. Table A-1 Numeric Codes and Text Messages Control panel message Description Recommended action 101-Option ROM Checksum Error System ROM or expansion board option ROM checksum. 1. Verify the correct ROM. 2.
Table A-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action for instructions on installing a new battery, or contact an authorized dealer or reseller for RTC battery replacement. 163-Time & Date Not Set CMOS jumper may not be properly installed. Check for proper placement of the CMOS jumper if applicable. 164-Memory Size Error Memory amount has changed since the last boot (memory added or removed). Press the F1 key to save the memory changes.
Table A-1 Numeric Codes and Text Messages (continued) Control panel message 303-Keyboard Controller Error 304-Keyboard or System Unit Error 501-Display Adapter Failure Description I/O board keyboard controller. Keyboard failure. Graphics display controller. Recommended action 3. Ensure that none of the keys are depressed. 4. Replace keyboard. 1. Reconnect keyboard with computer turned off. 2. Replace the system board. 1. Reconnect the keyboard with computer turned off. 2.
Table A-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 660-Display cache is detected unreliable Integrated graphics controller display cache is not working properly and will be disabled. Replace system board if minimal graphics degrading is an issue. 912-Computer Cover Has Been Removed Since Last System Startup Computer cover was removed since last system startup. No action required.
Table A-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action For three devices, use SATA 0, SATA 1, and SATA 2. 1797-SATA Drivelock is not supported in RAID mode. Drivelock is enabled on one or more SATA hard drives, and they cannot be accessed while the system is configured for RAID mode. Either remove the Drivelocked SATA device or disable the Drivelock feature.
Table A-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 2203-Setup error during MEBx execution MEBx selection or exit resulted in a setup failure. 1. Reboot the computer. 2. Unplug the power cord, re-seat the memory modules, and reboot the computer. 3. If the memory configuration was recently changed, unplug the power cord, restore the original memory configuration, and reboot the computer. 4. If the error persists, replace the system board. 1.
Interpreting POST Diagnostic Front Panel LEDs and Audible Codes This section covers the front panel LED codes as well as the audible codes that may occur before or during POST that do not necessarily have an error code or text message associated with them. WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system board.
Table A-2 Diagnostic Front Panel LEDs and Audible Codes (continued) Activity Beeps Possible Cause Recommended Action Red Power LED flashes four times, once every second, followed by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved. 4 Power failure (power supply is overloaded). 1. Open the hood and ensure the 4 or 6-wire power supply cable is seated into the connector on the system board. 2.
Table A-2 Diagnostic Front Panel LEDs and Audible Codes (continued) Activity Beeps Possible Cause iteration but LEDs continue until problem is solved. Red Power LED flashes ten times, once every second, followed by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved. 10 Red Power LED flashes eleven times, once every second, followed by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved.
B Password Security and Resetting CMOS This computer supports security password features, which can be established through the Computer Setup Utilities menu. This computer supports two security password features that are established through the Computer Setup Utilities menu: setup password and power-on password. When you establish only a setup password, any user can access all the information on the computer except Computer Setup.
Resetting the Password Jumper To disable the power-on or setup password features, or to clear the power-on or setup passwords, complete the following steps: 1. Shut down the operating system properly, then turn off the computer and any external devices, and disconnect the power cord from the power outlet. 2. With the power cord disconnected, press the power button again to drain the system of any residual power.
Clearing and Resetting the CMOS The computer’s configuration memory (CMOS) stores information about the computer’s configuration. The CMOS button resets CMOS but does not clear the power-on and setup passwords. Clearing CMOS will clear the Active Management Technology (AMT) settings in the Management Engine BIOS Extension (MEBx), including the password. The password will default to “admin” and will need to be reset. The AMT settings will also need to be reset. To access the MEBx, press Ctrl+P during POST.
4. Locate, press, and hold the CMOS button in for five seconds. NOTE: Make sure you have disconnected the AC power cord from the wall outlet. The CMOS button will not clear CMOS if the power cord is connected. Figure B-1 CMOS button NOTE: For assistance locating the CMOS button and other system board components, see the Illustrated Parts & Service Map (IPSM) for that particular system. 5. Replace the computer cover or access panel. 6. Reconnect the external devices. 7.
C Drive Protection System (DPS) The Drive Protection System (DPS) is a diagnostic tool built into the hard drives installed in some computers. DPS is designed to help diagnose problems that might result in unwarranted hard drive replacement. When these systems are built, each installed hard drive is tested using DPS, and a permanent record of key information is written onto the drive. Each time DPS is run, test results are written to the hard drive.
When the test has been completed, one of three messages will be displayed: ● Test Succeeded. Completion Code 0. ● Test Aborted. Completion Code 1 or 2. ● Test Failed. Drive Replacement Recommended. Completion Code 3 through 14. If the test failed, the completion code should be recorded and reported to your service provider for help in diagnosing the computer problem.
Index A access panel, locked audible codes 52 audio problems 24 helpful hints 7 10 B beep codes 52 booting options Full Boot 45 Quick Boot 45 C CD-ROM or DVD problems 37 CMOS backing up 55 clearing and resetting 57 Customer Support 6, 44 D diagnostics utility 1 Drive Protection System (DPS) 59 E error codes 45, 52 messages 46 F flash drive problems 39 flashing LEDs 52 front panel problems 40 G general problems 9 H hard drive problems 14 hardware installation problems 29 ENWW I Internet access problems
