Troubleshooting Guide HP rp5700
© Copyright 2007 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 HP Insight Diagnostics ......................................................................................................................... 1 Accessing HP Insight Diagnostics ....................................................................................... 1 Survey Tab .......................................................................................................................... 2 Test Tab ...............................................
Appendix B Password Security and Resetting CMOS Resetting the Password Jumper ........................................................................................................ 58 Clearing and Resetting the CMOS ..................................................................................................... 59 Using Computer Setup to Reset CMOS ............................................................................ 59 Resetting the CMOS Jumper ................................................
1 Computer Diagnostic Features HP Insight Diagnostics NOTE: HP Insight Diagnostics is included on CD with some computer 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.
4. Select the appropriate language and click Continue. NOTE: It is recommended that you accept the assigned default keyboard for your language unless you want to test your specific keyboard. 5. In the End User License Agreement page, click Agree if you agree with the terms. The HP Insight Diagnostics utility launches with the Survey tab displayed. Survey Tab The Survey tab displays important system configuration information.
There are three types of tests to choose from: ● Quick Test—Provides a predetermined script where a sample of each hardware component is exercised and requires no user intervention in either Unattended or Interactive mode. ● Complete Test—Provides a predetermined script where each hardware component is fully tested. There are more tests available in the Interactive mode, but these require user intervention. ● Custom Test—Provides the most flexibility in controlling the testing of a system.
The Status tab also shows: ● The devices being tested ● The test status (running, passed, or failed) of each device being tested ● The overall test progress of all devices being tested ● The test progress for each device being tested ● The elapsed test times for each device being tested Log Tab The Log tab contains a Test Log tab and an Error Log tab.
Saving and Printing Information in HP Insight Diagnostics You can save the information displayed in the HP Insight Diagnostics Survey and Log tabs to a USB 2.0 HP Drive Key (64MB or higher). You can not save to the hard drive. The system will automatically create an html file that has the same appearance as the information displayed on the screen. 1. Insert a USB 2.0 HP Drive Key (capacity must be 64MB or higher). USB 1.0 Drive Keys are not supported. 2.
Restoring the Software The HP Backup and Recovery Manager is an easy-to-use, versatile application that is pre-loaded on each system and allows you to: ● create Recovery Points to back up the entire system incrementally ● back up the entire hard drive in a single archive ● back up individual files Backups can be scheduled to occur automatically at designated intervals, or they can be initiated manually. Recovery can be performed from the Recovery Partition on the hard drive or the Recovery Disc Set.
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 47.
● If you recently installed new software, uninstall the software and see if the computer functions properly. ● If you are using a Windows operating system, 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 the following Helpful Hints on page 8 section in this guide.
● Turn up the brightness and contrast controls of the monitor if the monitor is dim. ● Press and hold any key. If the system beeps, then the keyboard should be operating correctly. ● Check all cable connections for loose connections or incorrect connections. ● Wake the computer by pressing any key on the keyboard or pressing the power button.
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) Cursor will not move using the arrow keys on the keypad. Cause Solution The Num Lock key may be on. Press the Num Lock key. The Num Lock light should not be on if you want to use the arrow keys. The Num Lock key can be disabled (or enabled) in Computer Setup. There is no sound or sound volume is too low. Cause Solution System volume may be set low or muted. 1.
Table 2-1 Solving General Problems (continued) Poor performance is experienced. Cause Solution Too many applications running. 1. Close unnecessary applications to free up memory. Some applications run in the background and can be closed by right-clicking on their corresponding icons in the task tray. To prevent these applications from launching at startup, go to Start > Run and type msconfig.
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 Solution Press and hold the power button for less than 4 seconds. If the hard drive LED does not turn on green then: ENWW 1. Check that the unit is plugged into a working AC outlet. 2. Open hood and check that the power button harness is properly connected to the system board. 3. Check that both power supply cables are properly connected to the system board. 4.
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 Windows XP, right-click Start, click Explore, and select a drive. Select File > Properties > Tools. Under Error-checking, click Check Now. 2. Use a utility to locate and block usage of bad sectors. If necessary, reformat the hard disk. Disk transaction problem. Cause Solution Either the directory structure is bad or there is a problem with a file.
Table 2-3 Solving Hard Drive Problems (continued) Nonsystem disk/NTLDR missing message. Cause Solution System files missing or not properly installed. 1. Insert a bootable CD or USB device and restart the computer. 2. Check the hard drive format using Fdisk: If NTFS formatting, use a third party reader to evaluate the drive. If FAT32 formatting, the hard drive cannot be accessed. 3. Install system files for the appropriate operating system. 4.
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.
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 Windows XP. Cause Solution By default, Windows XP 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) Blank screen and the 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 Pre-video memory error. 1. Reseat DIMMs. Power on the system. 2. Replace DIMMs one at a time to isolate the faulty module. 3. Replace third-party memory with HP memory. 4. Replace the system board.
Table 2-5 Solving Display Problems (continued) Blurry video or requested resolution cannot be set. Cause Solution If the graphics controller was upgraded, the correct graphics drivers may not be loaded. Install the video drivers included in the upgrade kit. Monitor is not capable of displaying requested resolution. Change requested resolution. Graphics card is bad. Replace the graphics card. The picture is broken up, rolls, jitters, or flashes.
Table 2-5 Solving Display Problems (continued) Vibrating or rattling noise coming from inside a CRT monitor when powered on. Cause Solution Monitor degaussing coil has been activated. None. It is normal for the degaussing coil to be activated when the monitor is powered on. Clicking noise coming from inside a CRT monitor. Cause Solution Electronic relays have been activated inside the monitor. None.
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: 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. Cause Solution Devices connected to the line-out connector mute the internal speaker. Turn on and use external speakers, if connected, or disconnect external speakers. Volume is muted. 1. From the Control Panel program, click Sound, Speech and Audio Devices, then click Sounds and Audio Devices. 2. Click the Mute check box to remove the check mark from the box. Computer is in standby mode.
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 Desktop, click Start. 2. Click Shut Down. The Shut Down Windows dialog box is displayed. 3. Select Shut down. 4.
Table 2-9 Solving Mouse Problems (continued) Mouse does not respond to movement or is too slow. Cause Solution 3. Use the up or down arrow key to select the Shut Down option and then press the Enter key. 4. After the shutdown is complete, plug the mouse connector into the back of the computer (or the keyboard) and restart. Program in use has stopped responding to commands. Shut down the computer using the keyboard then restart the computer. Mouse may need cleaning.
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. Enable Wake-on-LAN. NOTE: Some NICs come with their own configuration applets that allow for more detailed control and configuration of wake features.
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 Network driver is not properly loaded. Reinstall network drivers. See the Network & Internet Communications Guide on the Documentation and Diagnostics CD. System cannot autosense the network. Disable auto-sensing capabilities and force the system into the correct operating mode.
Table 2-11 Solving Network Problems (continued) Network controller stops working without apparent cause. Cause Solution The files containing the network drivers are corrupted. Download the network drivers from http://www.hp.com and reinstall them. The cable is not securely connected. Ensure that the cable is securely attached to the network connector and that the other end of the cable is securely attached to the correct device. The network controller is defective.
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. 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. For those systems that support ECC memory, HP does not support mixing ECC and non-ECC memory.
Table 2-12 Solving Memory 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.) ENWW Cause Solution Memory is installed incorrectly or is bad. 1. Reseat DIMMs. Power on the system. 2. Replace DIMMs one at a time to isolate the faulty module. 3. Replace third-party memory with HP memory. 4. Replace the system board.
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 disabled in the Computer Setup utility. Run the Computer Setup utility and ensure the device's SATA port is enabled in Storage > Storage Options.
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).
USDT computer boots too slow after removing a CD-ROM or DVD drive. ENWW Cause Solution The system is searching for the drive during boot because the drive cable is still attached to the system board. Disconnect the drive cable from the system board.
Solving Drive Key Problems If you encounter Drive Key problems, common causes and solutions are listed in the following table. Table 2-15 Solving Drive Key Problems USB Drive Key is not seen as a drive letter in Windows XP. Cause Solution The drive letter after the last physical drive is not available. Change the default drive letter for the Drive Key in Windows XP. USB Drive Key not found (identified). Cause Solution The device is attached to a USB port that has been hidden in Computer Setup.
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 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 ENWW Solution 4. In the Device Manager area, click the Device Manager button. 5. Double-click Ports (COM & LPT). 6. Right-click the COM port the modem uses, then click Properties. 7. Under Device status, verify that the modem is working properly. 8. Under Device usage, verify the modem is enabled. 9.
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 on the Documentation and Diagnostics CD for technical assistance.
46 Chapter 2 Troubleshooting Without Diagnostics ENWW
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 or contact an authorized dealer or reseller for RTC battery replacement. 163-Time & Date Not Set Invalid time or date in configuration memory. Reset the date and time under Control Panel (Computer Setup can also be used). If RTC (real-time clock) battery may need to the problem persists, replace the RTC be replaced. battery.
Table A-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 301-Keyboard Error Keyboard failure. 1. Reconnect keyboard with computer turned off. 2. Check connector for bent or missing pins. 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. Ensure that none of the keys are depressed. 3.
Table A-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 512-Chassis, Rear Chassis, or Front Chassis Fan not Detected Chassis, rear chassis, or front chassis fan is not connected or may have malfunctioned. 1. Reseat chassis, rear chassis, or front chassis fan. 2. Reseat fan cable. 3. Replace chassis, rear chassis, or front chassis fan. 1. Reseat CPU or chassis fan. 2. Reseat fan cable. 3. Replace CPU or chassis fan.
Table A-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 1155-Serial Port Address Conflict Detected Both external and internal serial ports are assigned to same IRQ. 1. Remove any serial port expansion cards. 2. Clear CMOS. (See Appendix B, Password Security and Resetting CMOS on page 57.) 3. Reconfigure card resources and/or run Computer Setup or Windows utilities.
Table A-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action Invalid Electronic Serial Number Electronic serial number has become corrupted. 1. Run Computer Setup. If Setup already has data in the field or will not allow the serial number to be entered, download the executable file from http://www.hp.com. 2. Run Computer Setup and try to enter serial number under Security, System ID, then save changes.
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 Recommended Action 10 Bad option card. 1. Check each option card by removing the card (one at a time if multiple cards), then power on the system to see if fault goes away. 2. Once a bad card is identified, remove and replace the bad option card. 3. Replace the system board. 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. Using Computer Setup to Reset CMOS Using Computer Setup to reset CMOS also clears the power-on and setup passwords. To reset CMOS through Computer Setup, you must first access the Computer Setup Utilities menu. When the Computer Setup message appears in the lower-right corner of the screen, press the F10 key. Press Enter to bypass the title screen, if necessary.
CAUTION: Pushing the CMOS button will reset CMOS values to factory defaults and will erase any customized information including passwords, asset numbers, and special settings. It is important to back up the computer setup configuration before resetting CMOS values in case it is needed later. Back up is easily done through Computer Setup. See the Computer Setup (F10) Utility Guide on the Documentation and Diagnostics CD for information on backing up the computer setup configuration. 4.
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.
Accessing DPS Through Computer Setup When the computer does not power on properly you should use Computer Setup to access the DPS program. To access DPS, perform the following steps: 1. Turn on or restart the computer. 2. When the F10 Setup message appears in the lower-right corner of the screen, press the F10 key. NOTE: If you do not press the F10 key while the message is displayed, you must turn the computer off, then on again, to access the utility.
Index A audible codes 54 audio problems 24 hardware installation problems 29 helpful hints 8 B Backup and Recovery Manager 6 beep codes 54 boot problems 39 booting options Full Boot 47 Quick Boot 47 I Insight Diagnostics 1 Internet access problems 42 C CD-ROM or DVD problems 37 CMOS backing up 57 clearing and resetting 59 Customer Support 7, 45 D diagnostics utility 1 Drive Key problems 40 Drive Protection System (DPS) 61 E error codes 47, 54 messages 48 F flashing LEDs 54 front panel problems 41 G gen
64 Index ENWW
