HP (Hewlett-Packard) dc5700 manual

Troubleshooting Guid e - dc5700 Models HP Compaq Business PCs[...]

© Copyright 200 6, 2007 Hewlet t-Packard Development Company, L.P. The information contained herein is subject t o change without notice. Microsoft, Windows, and Windows Vista are either trademarks or registered tradem arks of Microsoft Co rporation in the United States and/or other countries. The only warranties for HP products and services are s[...]

About This B ook WARNING! Text s et off i n this m anner indi cates tha t failu re to fol low di rections could res ult i n bodily harm or los s of li fe. CAUTION: Text s et off in this man ner indi cates that failure to follo w direction s could res ult in damage to equi pment or loss of inform ation. NOT E: Text set o ff in this mann er pro vides[...]

iv About This Book ENWW[...]

Table of contents 1 Computer Diag nostic Feature s HP Insight Dia gnostics ...... ........... ....... ....... ........ ....... ....... ....... ........ .......... ....... ....... ....... ..... ...... ........... 1 Accessing HP Insight Di agnostics ..... ......... ...... ..... ....... ...... ..... ...... ...... ...... ......... ..... ....... ..... 1[...]

Interpreti ng POST Diagnosti c Front Panel LEDs and Aud ible Codes ..... ....... ....... ........ ........ ....... ...... 56 Appendix B P assword Sec urity and Resetting CMOS Resetting the Pa ssword Jumper ....... ..... ...... ......... ..... ...... ...... ...... ...... ..... ...... ......... ...... ...... ..... .... ....... 6 0 Clearing and Resett[...]

1 Com puter Diagnos tic Fea tur es HP Insigh t Diagno stics NOT E: HP Insight Diagnos tics is inclu ded on CD with some computer models only. The HP Insight Diagno stics u tility allows you to view i nformatio n abou t the hardw are con figura tion o f the com puter and perf orm hardwar e diagno stic tests on the subsystems of the c omputer. The ut[...]

4. Select th e appr opriate langua ge and click Continue . NOTE: It is recommend ed that you accep t the assigned defa ult keyboar d for your language u nless you want to test your s pecif ic key board. 5. In the End User License A greement pag e, click Agree if you agr ee with the terms . The HP Insight Diagnosti cs ut ility la unches with t he Su[...]

Test Tab The Test tab al lows yo u to choose vari ous parts of the system to test. Yo u can also choos e the type of test and te sting mo de. There ar e three types of tests to ch oose fro m: ● Quick Test —P rovides a predetermi ned script whe re a sample of each hardwa re compone nt is exerci sed and r equires no u ser inte rvent ion in either[...]

After test ing has completed, th e Cancel Tes ting button is replac ed wit h a Re test button. The Retest button wil l retest the las t set of tests exe cuted. This e nables you t o re-run the set of tests without havin g to re-e nter the data i n the Test tab. The S tatus t ab also shows : ● The device s bei ng tes ted ● The test status (runn [...]

Saving and Printing Information in HP Insight Diagno stics You c an save the inf ormati on dis played i n the HP Insi ght Diag nostics Survey and Log tabs to a dis kette or a US B 2.0 H P Driv e Key ( 64MB or highe r). Y ou ca n not sav e to t he har d drive . The system will automati call y create an ht ml fil e that has t he same appear ance as t[...]

HP Backup and Reco very Man ager NOTE: The featu res describ ed below ar e only avail able on syst ems shi pped with Microso ft Windows XP. The HP Backup and R ecove ry M anager i nclud ed wit h Micro soft Win dows Vista is a mo re limi ted ve rsio n. Check for u pdates by cli cking th e Software & D river Downloads li nk at http://www.hp.com .[...]

2 Troubleshooting Without Diagnostics This chapte r provide s info rmati on on h ow to id entify and co rrect m inor p roble ms, such as di skette dr ive, hard drive , optical drive, graphic s, audio, me mory, and so ftware probl ems. If yo u encounter problems with the comp uter, re fer to the tab les in this cha pter fo r proba ble c auses and re[...]

● If you re centl y instal led ne w softwar e, uninst all th e softw are and see i f the compu ter func tions proper ly. ● Boot the computer to the Safe Mod e to s ee if it will b oot wi thout all of the drivers load ed. When booting the operating sy stem, use “L ast Know n Configu ration. ” ● Refer to the com prehens ive online tec hnica[...]

● Check the Power LE D on the f ront o f the com puter to see i f it i s flashing red. T he flas hing ligh ts are error code s that will hel p you diagn ose the p roble m. Refe r to App endix A, POST Error Message s on p age 49 for more informatio n. ● Turn up the brightn ess and co ntrast control s of the monito r if the monito r is dim. ● P[...]

Solving Ge neral Problems You may be able to ea sily re solve the ge neral problems describe d in this sec tion. If a pro blem per sists and you are unable to reso lve it yourself or i f you feel unc omfort able about performing the o perati on, contact an a uthori zed deal er o r rese ller. WARNING! Wh en the comput er is p lugged into an AC powe [...]

Cursor will not move using the arrow keys on th e keypad. Cause Soluti on The Num Lock key may be on. Pres s the Num Lock key. The Num Lock light should not be on if you want to use t he arrow ke ys. The Num Lock key can be disabled (or enabled) in Computer Setup. There is no s ound or soun d volu me is too l ow. Cause Soluti on System volume may b[...]

Poor performance is experienced. Cause Soluti on Too many applications running. 1. Close unnecessary applications to free up memory. Some applications run in the background and can be closed by right-click ing on thei r corr esponding icons in the task tray. To prevent these applications from launc hing at startup, go t o Start > Run (Windows XP[...]

System does not power on and the LEDs on the front of the computer are not flashing. Cause Soluti on System unab le to power o n. Press and hold the power but ton for less than 4 seconds. If the hard drive LED turns green, then: 1. Check that the voltage selector, located on the r ear of the power supply on some models, is set to the appropriate vo[...]

Solving Power Problems Comm on cause s and solu tions for power proble ms are liste d in t he fol lowing table . Table 2-2 Solv ing Power Problems Power supp ly shuts down inte rmittent ly. Cause Soluti on Voltage selector switch on rear of computer chassis (some models) not switched to correct line voltage (115V or 230V). Select the proper A C vol[...]

Solving Dis kette Prob lems Comm on causes and solutio ns for diske tte proble ms are liste d in the followin g table. NOT E: You may ne ed to r econfigu re the c ompute r when y ou add or remov e hardwar e, suc h as an additio nal dis kette dri ve. See Solvin g Hardwa re Insta llatio n Problems on page 32 for instruct ions. Table 2-3 Solvi ng Disk[...]

Cannot format diskette. Cause Soluti on Invalid media reported. When formatting a dis k in MS-DOS, you may n eed to specif y diskette capacity. For exa mple, to form at a 1.44-MB diskette, type the following comman d at the MS-DOS prompt: FORMAT A: /F:1440 Disk may be write-protected. Open the locking device on the diskette. Legacy diskette writ es[...]

Cannot Boot to Diskette. Cause Soluti on Diskette boot has been disabled in Computer Setup. 1. Run Computer Setup and enable diskette boot in Storage > Boot Order . 2. Run Computer Setup and enable diskette boot in Storage > Storage Options > Remo vable Media Boot . NOTE: Both steps should be used as the Removable Media Boot function in Co[...]

Solving Ha rd Drive Problems Table 2-4 Solv ing Hard Drive Pr oblems Hard drive error occurs. Cause Soluti on 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 E rror-checking , click Ch eck Now . In Microsoft Windows Vista, rig[...]

Nonsystem disk/NTLDR missing messag e. Cause Soluti on The system is try ing to start from a dis kette that is not bootable. Remove the diskette from the diskette drive. The system is trying to start from the hard drive but the hard drive may have bee n damaged. 1. Insert a bootable diskette into the diskette drive and restart the computer. 2. Chec[...]

Computer seems to be locked up. Cause Soluti on Program in use has stopped responding to commands. Attempt the normal Windows “Shut Down” procedure. If this fails, press the p ower button f or four or more seconds to turn off the power. To res tart the comput er, press the power button again. The removable hard drive has no p ower to the hard d[...]

Solving Med ia Card Reader Problems Table 2-5 Solvi ng Media Card Re ader Problems Media card wil l not wo rk in a digital camer a after fo rmatting it in Microsof t Wind ows XP or Micros oft Windo ws Vist a. Cause Soluti on By default, Windows X P and Windows Vista will format any media card with a capacity greater than 32M B with the FAT32 format[...]

After installing the media card reader and booting to Windows, the reader and the inserted cards are not recognized by the computer. Cause Soluti on The operating system needs time to recognize the device if t he reader was just inst alled into the computer and you are tur ning the PC on for the first time. Wait a few seconds so that the operating [...]

Solving Displ ay Problems If you en counter di splay pro blems, see the docume ntation that came wi th the monit or and to the comm on causes a nd so lutions listed in t he fol lowing ta ble. Table 2-6 Solvi ng Display Problems Blank screen (no video). Cause Soluti on Monitor is not t urned on and the monitor light is not on. Turn on the monitor an[...]

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 con tinue flashing.) Cause Soluti on Pre-video memory error. 1. Reseat DIMMs. Power on the s ystem. 2. Replace DIMMs one at a time to isolate the faulty module. 3. Re[...]

Blurry video or requested resolution cannot be set. Cause Soluti on If the graphics c ontroller was u pgraded, the correct graphic s drivers may not be loaded. Install the video drivers included in t he upgrade kit. Monitor is not cap able of displaying requested resoluti on. Change requested resolution. Graphics card is bad. Replace the graphics c[...]

Vibrat ing or rattling noise coming from i nside a C RT moni tor when powered on. Cause Soluti on Monitor degaussing coil h as been activated. None. It is normal for the degaussing coil to be activated when the monitor is pow ered on. Clicking noise coming from inside a CRT monitor. Cause Soluti on Electronic relays have been activated inside the m[...]

Solving Au dio Problems If th e compute r has au dio fe atures a nd you encounte r aud io probl ems, see th e common causes and soluti ons listed in th e following tab le. Table 2-7 Solvi ng Audio Problems Sound cuts in and out. Cause Soluti on Processor resource s are being used by other open applications. Shut down all ope n processor-inten sive [...]

Sound does not c ome out of the speaker or h eadphones. Cause Soluti on Headphones or devic es connected to the line-out c onnector mute the internal speaker. Turn on and use headphones or external speakers, if connected, or disconnect headph ones or ext ernal speakers. Computer is in standby mode. Press the power button to resume from standby mode[...]

Solving Prin te r Proble ms If you encounter printer pr oblems, se e the docum entatio n that came w ith the printe r and to the co mmon causes a nd so lutions listed in t he fol lowing ta ble. Table 2-8 Solvi ng Printer Problems Prin ter wil l not p rint. Cause Soluti on Printer is not turned o n and online. Turn the printer on and m ake sure it i[...]

Solving Keyboa rd and Mouse Problems If you encoun ter key board or mouse p roblems , see the docum entatio n that came with th e equ ipment and to t he com mon c auses a nd soluti ons l isted in the fo llowin g table. Table 2-9 Solv ing Keyboard Problems Keyboard commands and typing are not recognized by the computer. Cause Soluti on Keyboard conn[...]

Table 2-10 Solv ing Mouse Problems Mouse does not respond to movement or is too slow. Cause Soluti on Mouse connector is not properly plugg ed into the back of t he computer. Shut down the c omputer using the keyboard. 1. Press the Ctrl and Esc keys at the same time (o r press the Windows logo key) to display th e Start me nu . 2. Use the arrow key[...]

Solvin g Har dware In stallati on Prob lems You ma y need to r econfigur e the compu ter when you ad d or remove hardwa re, suc h as an additi onal drive or expa nsion c ard. If you ins tall a plug and play dev ice, Windows autom aticall y re cogni zes the device and con figure s the co mputer. If you instal l a non–plu g and play device, you mus[...]

Power LED flashes Red five times, once every second , followed by a two second pause, and th e computer beeps fi ve times. (Beeps stop after fifth iteration but LEDs continue fla shing.) Cause Soluti on Memory is installed incorrectly or is bad. CAUTION: To avoid damage to the DIMMs or the system board , you must un plug the computer power cord bef[...]

Solving Ne twork Proble ms Some c ommon c auses an d sol utions for network pro blems ar e liste d in the fol lowin g table. These guideli nes d o not dis cuss th e process of de buggin g the network cabling . Table 2-12 Sol ving Network Problems Wake-on-LAN feature is not fu nctioning. Cause Soluti on Wake-on-LAN is not enabled. NOTE: Some NICs co[...]

Network status link light never flashes. NOTE: The network status light is supposed to flash when there is network activity. Cause Soluti on No active net work is det ected. Check cabling and network e quipment for proper connect ion. Network controller is not set up properly. Check for the device status within Windows, such as Device Manager for d[...]

Network controller stopped working when an expansion bo ard was added to the computer. Cause Soluti on Network controller inte rrupt is shared wit h an expansion board. Under the Computer Setup Advance d menu, change the resource settings for the board. The network controller requires drivers. Verify that the drivers were not accidentally deleted w[...]

Solving Memory Problems If yo u encou nter memo ry probl ems, s ome co mmon caus es and solut ions are l isted in the fol lowing table. CAUTION: Power m ay still be supplied to the D IMMs w hen the co mputer is tu rned off. To a void damage t o the DIMMs o r the system board , you must unplug the comp uter powe r co rd be fore attempti ng to resea [...]

Power LED flashes Red five times, once every second , followed by a two second pause, and the co mputer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Soluti on Memory is installed incorrectly or is bad. 1. Reseat D IMMs. Power on the system. 2. Replace DIMMs one at a time to isolate the faulty module. 3. Rep[...]

Solving Processor Problems If y ou encoun ter p rocessor probl ems, com mon c auses a nd so lutions a re l isted i n the follow ing ta ble. Table 2-14 Solving Processor Problem s Poor performance is experienced. Cause Soluti on Processor is hot. 1. Make sure the airf low to the computer is not blocked. 2. Make sure the f ans are c onnected and work[...]

Solving CD-ROM and DVD Pro blems If you encoun ter CD-RO M or D VD probl ems, see th e common causes and sol utions list ed in the followi ng table or to the docum entatio n that came with the optional devi ce. Table 2-15 Sol ving CD-ROM and DVD Problems Syst em will not bo ot from CD-ROM or DVD drive. Cause Soluti on The device is attached to a SA[...]

Movie will not play in the DVD drive. Cause Soluti on Movie may be regionalized for a different count ry. See the documentation that came with the DVD drive. Decoder software is not in stalled. Install decoder sof tware. Damaged media. Replace media. Movie rating lock ed out by parental lock. Use DVD software to r emove par ental lock. Media instal[...]

USDT com puter boots t oo slow after removing a CD-ROM or DVD drive. Cause Soluti on The system is searching for the driv e during boot because the drive cable is still attached to the system board. Disconnect the drive cable from the system board. 42 Chapter 2 Tr oubleshoo ting W ithout D iagnos tics ENWW[...]

Solvin g Drive Key Pr oblems If you encoun ter Dri ve Key probl ems, com mon c auses an d soluti ons are liste d in the foll owing table. Table 2-16 Solv ing Drive Key Problems USB Drive Key is not seen as a d rive letter in Windows. Cause Soluti on The drive letter a fter the last physical drive is not avail able. Change the default dr ive letter [...]

Solving Front Panel Compo nent Problems If you encoun ter prob lems wit h devi ces connec ted to the fron t panel , refer to the commo n causes and solutio ns list ed in the followi ng table. Table 2-17 Sol ving Front Panel Component Problems A USB device, headphone, or microphone is not recognized by the computer. Cause Soluti on Device is not pro[...]

Solvin g Intern et Access Pr oblems If you encoun ter Inter net acce ss prob lems, consult your In ternet Service Provider (ISP) or r efer to the common causes and sol utions l isted in the f ollowi ng tab le. Table 2-18 Sol ving Internet Access Pr oblems Unable to connect to the Internet. Cause Soluti on Internet Service Provider (ISP) account is [...]

Internet takes too long to download Web sites. Cause Soluti on Modem is not set up properly. Verify that the modem is connected and communicating properly. Windows XP 1. Select Start > Control Pa nel . 2. Double-click System . 3. Click the Hardware tab. 4. In the Device Manag er area, clic k the Devi ce Manager button. 5. Double-click Modems . 6[...]

Solving Softw are Problems Most s oftwar e proble ms oc cur as a re sult o f the follow ing: ● The applic ation was not in stall ed or configu red co rrectly . ● There is insuf ficien t memo ry avail able to ru n the appli cation . ● There is a confli ct betwe en appli cation s. ● Be su re that a ll the neede d devi ce dr ivers have been in[...]

Contactin g Customer Support For help and s ervice , contac t an au thorized resell er or d ealer. T o lo cate a resel ler or d ealer near you, visit http://ww w.hp.com . NOTE: If you take the compute r to an authoriz ed resell er, dealer , or servic e provide r for service, rememb er to pr ovide the setu p and p ower-on passw ords if they ar e set[...]

A POST Error Messages This appendix list s the erro r codes , error mes sages, and the vario us indi cato r ligh t and audib le sequenc es that you may enc ounter dur ing Po wer-On Self -Test ( POST) or compu ter res tart, the prob able sourc e of th e proble m, and steps you ca n take to r esolv e the error condi tion. POST Mes sage Disabl ed supp[...]

POST Numeric Cod es and Te xt Messages This sec tion co vers those POS T errors that hav e numer ic codes associa ted w ith them . The secti on also includ es so me text m essa ges that m ay b e encoun tered during POST. NOTE: The com puter wi ll bee p onc e after a POST text mes sage is disp layed on the s creen. Table A-1 N umeric Code s and Text[...]

Control panel message Description Recommen ded action or contact an authorized dealer or reseller for RTC battery replacement. 163-Time & D ate Not S et Invalid time or date in conf iguration memory. RTC (real-time clock) battery may need to be replaced. Reset th e date and time under Co ntrol Panel (Computer Setup can also be used). If the pro[...]

Control panel message Description Recommended act ion 301-Keyboard Err or Keyboard failure. 1. Reconnect k eyboard with computer turned off. 2. Check connector for bent or missing pins. 3. Ensure th at none of the keys are depressed. 4. Replace keyboard. 303-Keyboard C ontroller Er ror I/O board keyboard controller. 1. Reconnect keyboard w ith com [...]

Control panel message Description Recommen ded action 512-Chassi s, Rear Chassis, or Front Chassis Fan not Detected Chassis, r ear chassis, o r front c hassis fan is not connected or may have malfuncti oned. 1. Reseat chassis, rear chassis, or front chassis f an. 2. Reseat fan c able. 3. Replace chassi s, rear chassis, or front chassis f an. 514-CP[...]

Control panel message Description Recommended act ion 1151-Serial Port A Addre ss Conflict Detected Both external and internal serial ports are assigned to COM1. 1. Remove any serial port ex pansion card s. 2. Clear CMOS. (S ee Append ix B, Password Secur ity and Resetting CMO S on page 59 .) 3. Reconfig ure card resourc es and/ or run Computer Set[...]

Control panel message Description Recommen ded action change Stora ge > Storage Options > SA TA Emulati on bac k to RAID and selec t File > Save Changes and Exit . 1801-Microcode Patch Erro r Processor is not supported by ROM BIOS. 1. Upgrade BIOS to proper version. 2. Change the processor. Invalid Electronic Serial Number Electronic seria[...]

Interp reting POST Dia gnost ic Front Panel LEDs an d Audibl e Codes This se ction cove rs th e front pa nel LE D co des as w ell as t he audible c odes that ma y occur befo re or during POST that do not n ecessar ily hav e an e rror cod e or text m essage associa ted wi th them . WARNING! Wh en the comput er is p lugged into an AC powe r source, v[...]

Activity Beeps Possible Cause Recomm ended Ac tion Red Power LED flashes four times, once every secon d, followed by a two second pause. Beeps stop after fifth iteration but LEDs c ontinue 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 connecto[...]

Activity Beeps P ossib le Cau se Recommen ded Action Red Power LED flashes nine times, once every second , followed by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved. 9 System powers on but is unable to boo t. 1. Check that the voltage selector, located on the rear of the power supply (s ome models), [...]

B Password Security and Resetting CMOS This comp uter supp orts secu rity pas sword featu res, which can be establi shed throu gh the Compu ter Setup U tiliti es m enu. This comp uter supp orts two secu rity pass word featu res that are establishe d through the Co mputer Setup Ut ilities me nu: setup pas sword and powe r-on pass word. Wh en you est[...]

Resettin g the Password Jumper To disab le the power-o n or setup passw ord features , or to clear the pow er-on or setup pass words, comple te the follow ing s teps: 1. Shut d own the operat ing syst em pro perly, th en tur n off the compu ter an d any extern al de vices, and disc onnect th e power cord from t he powe r outle t. 2. With the pow er[...]

Clearing and R esettin g the CMOS The com puter’s co nfigurati on memory (CMOS) stor es informa tion abou t the computer ’s con figuratio n. Using Computer Setup to Reset CMOS Using C omputer Setup to r eset CMOS also cl ears t he power- on and setup pass words. To res et CMOS thro ugh Compu ter S etup, y ou must first access the C omputer S et[...]

CAUTION: Pushin g the C MOS butt on will r eset CM OS values to fact ory de faults. It is important to bac k up the comp uter CMO S settin gs befor e resetti ng the m in cas e they are needed lat er. B ack u p is eas ily don e thro ugh Co mputer Setup . See the Comput er Setup (F10) Uti lity G uide on the Documenta tion a nd Dia gnosti cs CD for in[...]

C Drive Protection System (DPS) The Drive Pr otecti on Syst em (DPS) is a diagnosti c tool buil t into the hard drives instal led in so me compute rs. DPS is des igned to hel p diagnos e proble ms th at might r esult in unw arra nted h ard dri ve replacem ent. When t hese sy stems ar e bui lt, each instal led hard driv e is te sted u sing DPS , and[...]

Accessing DPS Through Computer Setup When th e com puter doe s not power on prope rly you sho uld us e Comp uter Set up to a ccess the DP S prog ram. To acce ss DPS, perf orm th e followi ng ste ps: 1. Turn on or res tart t he co mputer. 2. When t he F10 Se tup mess age app ears in the lowe r-righ t corner of the scr een, pr ess the F10 key. NOTE: [...]

Index A audible c odes 56 audio proble ms 27 B beep co des 56 boot probl ems 42 booting op tions Full B oot 49 Quick Bo ot 49 C CD-ROM or DV D proble ms 40 CMOS backing up 59 clearin g and resetti ng 61 Cus tome r Sup por t 7, 48 D diagnos tics utility 1 diskett e probl ems 1 5 Drive Ke y problem s 43 Drive Prote ction Sys tem (DPS) 63 E error cod [...]