HP (Hewlett-Packard) 320399-002 manual

T roubleshootin g HP Notebook Ser ies Doc ument P art Number: 3 20 3 99-00 2 Augu st 200 3 This guide provides instructions for solving notebook problems yourself or with help from HP . 320399-002.book Page i Thur sday, June 19, 2003 1:17 PM[...]

© 2003 Hewlett-P ackard De velopment Company , L.P . Microsoft, MS-DOS, and W indo ws are trademarks of Microsoft Corporation in the U.S. and/or other countries. SD Logo is a trademark. The information contained herein is su bject to change without notice. The only warranties for HP products and services are set forth in the express warranty state[...]

T rouble shooting iii Cont ent s 1 Help Is Available Quick Solutions Checklist . . . . . . . . . . . . . . . . . . . . . . . . 1–2 Is the Notebook Receiving Adequate Power? . . . . . . 1–2 Is the Notebook Turned On? . . . . . . . . . . . . . . . . . . . 1–2 Is the Notebook Overheated? . . . . . . . . . . . . . . . . . . 1–3 Is the System Un[...]

iv T r oubleshooting Cont ents Battery pack charge displays seem inaccurate . . . . . 2–6 Battery pack run time is shorte r than expected . . . . . 2–7 Standby cannot be initiated . . . . . . . . . . . . . . . . . . . . 2–7 Hibernation cannot be initiated . . . . . . . . . . . . . . . . . 2–8 CD or DVD Problems . . . . . . . . . . . . . . .[...]

Cont ent s T rouble shooting v Secondary hard drive is not recognized . . . . . . . . . . 2–20 Notebook cannot start from a secondary hard drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–20 Infrared Communication Problems . . . . . . . . . . . . . . . . 2–21 Infrared link cannot be establis hed . . . . . . . . . . . [...]

v i T roubleshooting Cont ents Fax transmissions do not work . . . . . . . . . . . . . . . . 2–32 Message reports excessive line current . . . . . . . . . . 2–32 Network Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–33 Notebook cannot connect to the network . . . . . . . . 2–33 Connection occurs, but network seems ina[...]

T rouble shooting 1–1 1 Help I s A v aila bl e Y ou can obtain troubleshooting assistance from the Help and Support windo w , the W orld W ide W eb, the telephone, or a local service provider . All documentation included with your notebook is av ailable on the W orld W ide W eb in sev eral languages. ■ If you can access the W indows desktop on [...]

1–2 T rouble shooting Help Is A vaila ble Qui ck So lutions C hec klist Is t he Notebook Receiving Adequ ate P ow er? If the po wer indicator light is of f and the notebook cannot be turned on, adequate po wer may not be av ailable to the notebook. On some models the po wer indicator light is the A C adapter light. On other models the po wer indi[...]

Help Is A v ailable T rouble shooting 1–3 Is t he Notebook Over heated? It is normal for the notebook to feel warm to the touch while it is in use. But if the notebook feels extr emely warm, it may be ov erheating because a vent is block ed. Overheating can cause the notebook to become unresponsi ve. If you suspect that ov erheating could be caus[...]

1–4 T rouble shooting Help Is A vaila ble 3. If your model has a reset button, insert the end of a small object like a straightened paper clip into the reset b utton, then press the po wer button. (This restarts the notebook.) F or information about a reset button on your model, refer to the Startup G u i d e , H a rd w a re G u i d e, or Refer e[...]

Help Is A v ailable T rouble shooting 1–5 Is Softw ar e F unctioni ng Abno rmal ly ? If your software is not functioning normally: ■ Restart the notebook. ■ Run a virus scan. When you use the notebook for network or Internet access, you expose the notebook to computer viruses. Computer viruses can disable the operating system, your applicatio[...]

1–6 T rouble shooting Help Is A vaila ble ■ Back up your data files, then repair or reinstall the softw are. ❏ T o repair or reinstall the operating system or an HP application or utility , use the restoration CDs included with the notebook. Instructions for using the CDs to repair or reinstall software are included with all notebook models. [...]

Help Is A v ailable T rouble shooting 1–7 Finding t he Help Y ou Need Help from Y our Notebook T o access the Help and Support Center windo w: ■ In W indo ws 2000 Professional, select Start > Help. ■ In W indo ws XP , select Start > Help and Support. Help and Support Center is a comprehensi ve resource for contacting an HP support speci[...]

1–8 T rouble shooting Help Is A vaila ble F or help specific to y our notebook: ■ In W indo ws 2000 Professional, select Start > Help. ■ In W indo ws XP , select Start > Help and Support. Refer also to the model-specific guides included with your notebook. Model-specific guides v ary by model. T ypical titles include: Startup Guide, Har[...]

Help Is A v ailable T rouble shooting 1–9 Help b y T eleph one Preparing to Call C ustomer Suppor t T o pro vide the fastest possible resolution of your problem, ha ve the follo wing items av ailable when you call: ■ The notebook. ■ Serial number and model description, which are provided on labels af fix ed to the notebook. ■ Purchase date [...]

1–10 T rouble shooting Help Is A vaila ble Accessing C ustomer Suppor t T elep hone Numbers T o obtain a list of w orldwide customer support telephone numbers: ■ Refer to the printed W orldwide T elephone Numbers booklet included in English only with the notebook. ■ Display customer support telephone numbers on-screen: ❏ In W indows 2000 Pr[...]

T rouble shooting 2–1 2 Problems an d Solutions Bef or e Y ou Beg i n This chapter contains general solutions to problems that you may encounter with your notebook. T ry the solutions one at a time. If a single problem has multiple solutions, try the solutions in the order in which they are presented. Because the listed problems and solutions are[...]

2–2 T rouble shooting Proble ms and Solutions Audio Problems Sound is not au dible ■ Press the volume b utton to increase volume. ■ Double-click the speaker icon on the taskbar , then clear the Mute All check box. ■ Press the mute button. (Sound should be audible when the mute light is of f.) ■ V erify that no headset, external speak ers,[...]

Pr oblems and Soluti ons T rouble shooting 2–3 Ba tter y and P o wer Pr oblems ✎ See also the power-related items on the “Quick Solutions Checklist” in the “Help Is Available” chapter. Notebook does not turn on ■ Connect the notebook to an electrical outlet using the A C adapter . Make sure all connections are secure and that the elec[...]

2–4 T rouble shooting Proble ms and Solutions Indica tors ar e disp lay ing a low-batter y condition Lo w-battery indicators vary b y model and settings. Common indicators include audible alarms, messages on th e screen, and lights that flash or change color . ■ T o interpret or set low-battery indicators, refer to your model-specif ic or opera[...]

Pr oblems and Soluti ons T rouble shooting 2–5 Ba tter y pac k does not c harge ■ The battery pack may be fully charged. Refer to your model-specif ic documentation for information about determining battery pack status. ■ If the battery pack is extremely w arm or cool, allow the battery pack to reach room temperature. ■ Make sure that the n[...]

2–6 T rouble shooting Proble ms and Solutions Ba tter y pac k ch arge displ ay s seem in accura te ■ If only the time remaining display seems inaccurate, no action may be necessary . The time remaining display indicates the approximate running time remaining on the battery pack if the battery pack continues to pr ovide power at the curr ent lev[...]

Pr oblems and Soluti ons T rouble shooting 2–7 Ba tter y pac k run time is sh orter t han e xpec ted Re view the information in your model-specif ic documentation re garding: ■ Battery conserv ation settings and procedures. ■ Battery storage en vironments and procedures. ■ Notebook operating en vironment specif ications. Standb y cannot be [...]

2–8 T rouble shooting Proble ms and Solutions Hiberna tion cannot be initiated ■ Make sure Hibernation is enabled. T o enable Hibernation: ❏ In W indo ws 2000 Professional, select Start > Settings > Control Panel. Double-click Po wer Options, select the Hibernate tab, then select the Enable Hibernate Support check box. ❏ In W indo ws [...]

Pr oblems and Soluti ons T rouble shooting 2–9 CD or D V D Pr obl ems On some notebooks, the CD or D VD drive is remo v able. On other notebooks, the CD or D V D dri v e should be remov ed only by an authorized service provider . Ä T o prev ent damage to your CD or D VD drive and to your notebook, do not remov e a CD or D VD drive unless you are[...]

2–10 T rouble shooting Proble ms and Solutions No aler t sounds when a CD or D VD driv e is inserted If the notebook is of f, in Standby , or in Hibernation, no action is necessary . The notebook audibly signals a successful dri ve insertion or remov al only when the notebook is on. Notebook cannot start u p from a CD or D VD ■ Allo w more time[...]

Pr oblems and Soluti ons T rouble shooting 2–11 ■ Remov e the CD or D VD, restart the notebook, then reinsert the CD or D VD. ■ If you created the CD or D VD, try using a different brand of CD or D VD. D VD mov ie does not fill t he screen Some double-sided D VDs have a dif ferent format (standard or wide screen) on each side. In wide screen [...]

2–12 T rouble shooting Proble ms and Solutions Standb y or Hibern ation affec ts CD or D VD p lay Initiating Standby or Hibernation while playing a CD or D VD may stop the play or diminish the quality of the play . ■ Remov e the CD or D VD from the driv e before initiating Standby or Hibernation. ■ If Standby or Hibernation is initiated while[...]

Pr oblems and Soluti ons T rouble shooting 2–13 Digita l Memory Card o r Memory Stick pr oblems This section discusses problems you may encounter while using an SD (Secure Digital) Card, MMC (multimedia card), CompactFlash card, Memory Stick, or other digital stor age product. The slots which support these products v ary by notebook model. F or e[...]

2–14 T rouble shooting Proble ms and Solutions ■ Press the mute button on the notebook and verify that the mute light is of f. (Sound should be audible when the mute light is of f.) ■ V erify that no headset, external speak ers, or headphones are connected to the notebook. These de vices disable the internal speakers. If one of these de vices[...]

Pr oblems and Soluti ons T rouble shooting 2–15 Disp lay Pr obl ems Disp lay is blank ■ T ap or mov e the pointing device (T ouchPad, pointing stick, or optional external mouse). ■ Resume from Standby or e xit Hibernation. ■ If the notebook is extremely w arm or cold, allow it to reach room temperature. ■ Switch the image to the notebook [...]

2–16 T rouble shooting Proble ms and Solutions Desktop icons are too larg e or too small Use the settings in your operating syst em to adjust icon size. Larger icons may be easier to read. Selecting a sma ller icon size enables you to display more icons on the desktop. C haracters are dim or diffic ult to read ■ If the notebook is in direct lig[...]

Pr oblems and Soluti ons T rouble shooting 2–17 Fire Wi re (I E EE 1 3 9 4 ) Pro bl em s The high-speed serial bus connector a vailable on some notebooks may be identified in your model-specif ic documentation as the Fi re Wi re connector or as the 1394 connector . The information in this section applies to connectors with either name. Fire Wi re[...]

2–18 T rouble shooting Proble ms and Solutions Game Pr oble ms Game frequently stops respon ding or locks up ■ Reinstall the game, noting any settings and def ault selections that pertain to your model, then restart the game. ■ V erify that your model meets the hardware and software requirements of the game. T o obtain these requirements, re [...]

Pr oblems and Soluti ons T rouble shooting 2–19 Har d Dr i v e Pr oble ms ✎ The primary hard drive is a hard drive in a hard drive bay; an optional secondary hard drive is a hard drive in an additional bay. The additional bay may be a MultiBay in the notebook, a bay in a port replicator, or an external bay. Primar y hard driv e cannot be a cces[...]

2–20 T rouble shooting Proble ms and Solutions Second ary h ard driv e is not recognized ■ Remov e, then reinsert, a secondary hard dri ve e xactly as instructed in your model-specific notebook documentation or in your port replicator or external bay documentation. Be certain the dri v e is firmly seated in the bay . ■ If a secondary hard dri[...]

Pr oblems and Soluti ons T rouble shooting 2–21 Infrared Communica tion Problems ✎ Infrared communication is managed by your operating system. To implement some of the solutions suggested in this section and to perform additional troubleshooting, you may need to refer to your operating system online Help or printed documentation. If you are usi[...]

2–2 2 T ro ubleshooting Proble ms and Solutions Notebook does not transmit or receiv e d ata ■ Mov e the infrared ports closer together . They should be no more than 1 meter (3 feet) apart. ■ Position the infrared ports so they f ace each other as directly as possible. The maximum capture angle is 30 degrees, so the ports must be aligned no m[...]

Pr oblems and Soluti ons T rouble shooting 2–2 3 Internet Probl ems ✎ The information provided in the “Modem Problems,” “Network Problems,” or “Wireless LAN (WLAN) Device Problems” sections may also be helpful. Notebook cannot connec t to the Intern et ■ V erify that your ISP service has not been interrupted. ■ V erify your Inte[...]

2–2 4 T r oubleshooting Proble ms and Solutions K e yboar d and P ointing Dev ice Problems ✎ Many pointing de vice actions are controlled by mouse settings in the operating system . T o change the pointer or click speed, add or remov e mouse trails, or adjust other pointing de vice settings, refer to your operating system online Help or printed[...]

Pr oblems and Soluti ons T rouble shooting 2–2 5 Key p a d d o e s n o t wo r k ■ Enable the notebook ke ypad as instructed in your model-specific documentation. Y our documentation may list the ke ypad as the “embedded numeric ke ypad” or the “internal ke ypad. ” ■ If an optional external k eypad is connected to the system, use the e[...]

2–2 6 T r oubleshooting Proble ms and Solutions P ointing stic k does not w ork ■ If an optional external mouse is connected to the system, it may disable the pointing stick. Some models include a utility , often called the Setup utility , in which you can set the system to respond to both an external mouse and the pointing stick. ■ If your n[...]

Pr oblems and Soluti ons T rouble shooting 2–2 7 PS /2 scroll mouse does not w ork ■ On some models the internal pointing de vice (pointing stick or T ouchPad) must be disabled before the scroll feature on an optional external mouse can be supported. Some of these models include a utility , often called the Setup utility , in which you can set [...]

2–2 8 T rou bleshooting Proble ms and Solutions Memory Problems This section discusses problems you may encounter with RAM (Random Access Memory). For informati on about solving problems you may encounter while using an SD (Secu re Digital) Card, MMC (multimedia card), CompactFlash card, Smart Me dia Card, or other digital memory card, see the ?[...]

Pr oblems and Soluti ons T rouble shooting 2–2 9 Modem Problems ✎ See also the “Internet Problems” section. No dial ton e is audibl e ■ V erify that the modem cable is securely connected to the telephone wall jack and to the RJ-11 jack on the notebook or port replicator . ■ V erify that the telephone wall jack is functional b y plugging[...]

2–30 T ro ubleshooting Proble ms and Solutions ■ V erify that you are dialing all necessary prefix es, such as outside line, long distance, or country codes. ■ Disable the call waiting feature befo re dialing. T o obtain the disable call waiting code for your dialing area, contact your local telephone service provider . ■ If you are not in [...]

Pr oblems and Soluti ons T rouble shooting 2–31 Modem does not connec t at hi ghest sp eed ■ Ask your telephone service provider to check your telephone line for excessi ve static or noise. Y ou may need to request a line filter . Meanwhile, connect the modem to another telephone line. Poor line conditions at the remote number can also slo w tr[...]

2–3 2 T ro ubleshooting Proble ms and Solutions ■ If the notebook has reached a lo w-battery condition: 1. Connect the notebook to external po wer . 2. Restart the communications software application. 3. Replace or recharge the battery pack before again using the modem while the notebook is running on battery po wer . ■ Update your modem soft[...]

Pr oblems and Soluti ons T rouble shooting 2–3 3 Netw ork P ro blems Notebook cannot connec t to th e network ✎ For information about the network status indicator(s) on your notebook, refer to your model-specific documentation. ■ V erify that the network cable is a Cate gory 5 (CA T -5) twisted-pair cable. ■ V erify that one end of the netw[...]

2–34 T r oubleshooting Proble ms and Solutions ■ V erify that an Ethernet LAN adapter is selected in the Network Properties windo w of your operating system. ■ If you are using a software or hardware fire wall, make sure that it is properly configured. Some net w ork re sources are not a v aila ble ■ V erify that you hav e logged onto the n[...]

Pr oblems and Soluti ons T rouble shooting 2–3 5 PC C a rd p ro b le m s PC Card alerts are not audib le ■ Enable PC Card alerts in the power management section of your operating system software. ■ Press the volume b utton to increase volume. ■ Double-click the speaker icon on the taskbar , then clear the Mute All check box. ■ Press the m[...]

2–3 6 T rouble shooting Proble ms and Solutions Notebook does not recognize a PC Card ■ Remov e, then reinsert, the PC Card. ■ Restart the notebook. ■ V erify that the PC Card is functioning correctly by trying the card in another notebook. ■ If you are using a zoomed video PC Card, refer to your model-specific documentation to determine [...]

Pr oblems and Soluti ons T rouble shooting 2–3 7 T ele vision problems S- V id e o j a ck ha s 7 p i n s The S-V ideo jack on some notebooks is a 7-pin jack. In some regions, standard S-V ideo cables hav e 4-pin connectors. A 4-pin S-V ideo cable can be used in a 7-pin S-V ideo jack. For information about whether to us e an S-V ideo to S-V ideo c[...]

2–38 T roubleshooting Proble ms and Solutions T empera ture Problems ✎ Use the notebook only within the temperature ranges provided in the specifications section of your model-specific documentation. Notebook feels abnormally hot ■ Allo w the notebook to cool down, then resume your w ork. Whene ver you use the notebook, make sure that all v e[...]

Pr oblems and Soluti ons T rouble shooting 2–3 9 USB Problems USB dev ice does not work ■ If the de vice requires external po wer , be sure that it is plugged securely into an electrical outlet as well as into a USB connector on the notebook. ■ V erify that the de vice is functioning properly by connecting it to a USB connector on another sys[...]

2–40 T ro ubleshooting Proble ms and Solutions Wire less L AN (WL AN) De vice Problems ✎ See also the “Internet Problems” section. Notebook cannot connec t to wirel ess net work ■ V erify that the wireless de vice is turned on. On most models, a light turns on or changes color when the de vice is turned on. For more information about turn[...]

Pr oblems and Soluti ons T rouble shooting 2–41 ❏ People or objects moving into the range of the antenna and access point. ❏ The number of users connecting at one time in a single area to a single access point. ❏ The concentration of access points within an area. ❏ Channel utilization. Notebook cannot access net w ork r esource s ■ If y[...]

2–4 2 T r oubleshooting Proble ms and Solutions 4. Select the network name in the Preferred Networks windo w , then select Properties. 5. Select the Authentication tab . 6. Make sure the check box for authentication is cleared. 7. Select Apply , then select OK. Notebook cannot connec t to Internet when WEP is enab led on t he access poin t The W [...]

Pr oblems and Soluti ons T rouble shooting 2–4 3 Thr oughpu t and connec tion range vary If there are large v ariations in throughput and range even when equipment is stationary , the cause may be nearb y sources of radio frequency interference. WLAN radios operate in unlicensed frequency bands where many other sorts of radio de vices ma y also o[...]

T rouble shooting Index–1 Ind e x 1394 connector 2–17 A AC adapter connecting 1–2 light 1–2 replacing 2–5 when to use 1–6 , 2–11 adapter digital media (CompactFlash cards, Memory Sticks, MMCs, etc.) 2–13 Ethernet LAN 2–34 FireWire (IEEE 1394) 2–17 network 2–33 airflow 1–3 , 2–38 alerts, audible digital media (CompactFlash [...]

Index–2 T roubleshooting Index button(s) Easy Access 2–23 mute 2–2 power, resetting notebook with 1–3 power, resuming from Hibernation 1–2 power, vs. power switch 2–1 Quick Launch 2–23 volume 2–2 C cable modem 2–29 network 2–33 S-Video 2–37 call waiting 2–30 camcorder 2–15 , 2–37 card CompactFlash 2–13 digital 2–14 M[...]

Index T roubleshooting Index–3 display affected by Hibernation, Standby 2–15 , 2–37 problems and solutions 2–15 switching image 2–15 , 2–37 documentation, model-specific 1–8 DOS mode 2–2 , 2–18 drive bay 2–9 DriveLock 2–19 DVD affecting battery pack run time 2–6 double-sided 2–11 drives which support 2–10 formats (standa[...]

Index–4 T roubleshooting Index indications 2–3 problems and solutions 2–38 Hibernation affecting CD or DVD play 2–12 affecting display 2–15 , 2–37 affecting drive insertion 2–9 enabling 2–4 restoring from 1–2 system-initiated 2–3 timeouts 2–8 hotkeys image switching 2–15 , 2–37 screen brightness 2–16 using on external ke[...]

Index T roubleshooting Index–5 M media CDs and DVDs 2–9 digital 2–13 memory module 2–28 problems and solutions 2–28 memory card configuring 2–14 inserting 2–14 Memory Stick 2–13 microphone external 2–2 internal 2–2 Microsoft Windows XP Service Pack 1 2–41 MMC (multimedia card) 2–13 model-specific guides 1–8 , 2–1 modem c[...]

Index–6 T roubleshooting Index Power Scheme 2–11 registration number 1–9 reinstalling 1–6 retail version 2–9 version number 1–9 viruses 1–5 Windows workgroup 2–34 Windows XP Service Pack 1 2–41 optical drives media supported by 2–10 problems and solutions 2–9 outlets, electrical 1–2 overheating basic troubleshooting 1–3 ba[...]

Index T roubleshooting Index–7 restoring from Hibernation with 1–2 vs. power button 2–1 primary hard drive 2–19 PS/2 scroll mouse 2–27 pulse dialing mode 2–29 Q Quick Launch buttons 2–23 Quick Solutions Checklist 1–2 R Reader, Integrated Memory 2–13 region error code, DVD 2–10 , 2–12 reset (emergency shutdown) 1–3 resuming f[...]

Index–8 T roubleshooting Index affecting PC Card 2–36 resuming from 1–2 system initiated 2–3 startup procedures 1–2 , 2–3 sequence (boot order) 2–20 stop byte 2–21 sunlight, affecting infrared transmission 2–22 support, customer 1–9 S-Video 2–37 switch power, resetting notebook with 1–3 power, restoring from Hibernation with[...]