HP (Hewlett-Packard) XU800 manual

HP Kayak XU800 Troubleshooting Guide Yits.bok Page 1 Friday, December 17, 1999 11:33 AM[...]

Notice The infor mation contained in this document is subject to change without notice. Hewlett-Packard makes no warranty of any kind with regard to this material, incl uding, but not lim ited to, the implied war ranties of merchantability and f itness for a particul ar purpose. Hewlett-P ackard shall not be li able for err ors contained her ein or[...]

3 Contents Y our PC W orkstat ion does not sta rt correctly, or doe s not start at all. Refer to pag e 7. For example, the monitor is blank, error mess ages during boot, beep cod es emitted. Y our PC W orkstation starts normally, but you are having pro blems configuri ng. Refer to pag e 23. For example, hardware not detected, mous e doesn’t wo rk[...]

Intr oduc tion 4 Introduction This manual i s for anyone who wants to: • Trouble shoot p roblems o n the PC Wor kstation • Find out where to get mo re information and support. For infor mation about setting up and using your PC W orkstation, refe r to the User’ s Guide that came with your PC W orkstation. It is also available on HP’ s web s[...]

5 Important Warnin gs Safety Info rmation WARNIN G There is a dange r of explosio n if the battery is inc orrectly insta lled. For your safety, neve r attempt to rec harge, disassemb le, or burn an old battery. Only replac e the ba ttery w ith th e same or equ ivalent type, a s recomm ended b y the manufacturer. The b attery in this PC is a lithium[...]

Important Warnings 6 Yits.bok Page 6 Friday, December 17, 1999 11:33 AM[...]

Your PC Workstation Does Not Start Correctly Symptom Type of P rob lem Case 1 When the power button is p ressed, the PC Workstation sh ows no sign of activ ity at all: • PC W orks ta tion m ay not be cor rec tly con necte d to the power su pply. Refer to pa ge 9. • Mon ito r is blan k. • No hard disk drive or fan noise. • Maxi Lif e sta tus[...]

Your PC Worksta tion Does N ot Start Correctly 8 If Help ful Inform ation Troublesho oting Pre -Boot Checks With HP MaxiLife Har dware Refer to page 13. Checking Memory Install ed on a Memo ry Expansion Card Refer to pa ge 15. EMU (Error Message Utility) Description Refer to page 16. Beep Code Table. Refer to page 17. Troubleshooting POST Test and [...]

9 Your PC Workst ation Does Not Start Correctly Case 1 — If There Is No Activi ty At A ll Case 1 — If There Is No Activity At All When the power button is pre ssed, the PC W orkstat ion shows no si gn of activity at all. The monitor is blank, there is no so und from the hard disk drive or fan, or the status panel does not light up. • Monitor [...]

Your PC Worksta tion Does N ot Start Correctly Case 1 — If Th ere Is No Activ ity A t All 10 If the PC Workstation still does not sta rt There is not a problem with the power supply unit. 1 Replace the power s upply unit by a known wor king power supply from the same model of PC. 2 If the PC Workstation starts, contact HP Support or your authoriz[...]

11 Your PC Workst ation Does Not Start Correctly Case 2 — Moni tor Is Blan k Case 2 — Monitor Is Blank When the power button is pressed, the PC W orkstation appears to boot (sound fro m the hard disk dri ve and fan, and status LED is green ), but the monit or is blank. • Hard disk drive and fan can be h eard. • Status LED is GREEN . • Max[...]

Your PC Worksta tion Does N ot Start Correctly Case 2 — Monitor Is B lank 12 NOTE If the mon itor goe s blank o r becomes corrupt during a Windows boot, re fer to “Case 5 — Scre en Goes Blank or Co rrupt Ima ge” on pa ge 22. Dual monitor or mult i-monitor configuration problem If you have a dual monitor video card installed, but only one mo[...]

13 Your PC Workst ation Does Not Start Correctly Case 3 — Detected Har dware Er ror Case 3 — D etected Hardware Error When the power button is pressed, the hard disk dri ve or fan can be heard, but the PC W orkstation does not boot. The m onitor rema ins blank and the status LED is red. • Hard disk drive and fan can be h eard. • Monitor rem[...]

Your PC Worksta tion Does N ot Start Correctly Case 3 — Detected Har dware Erro r 14 Refer to page 2 1 for inf ormation about runtime error codes. Symptom... Check that... Symptom... Check that... • RDRAM modules are correctly instal led in the R IMM sockets. • RDRAM modules are installed. • RDRAM have same speed ratings.The part number on [...]

15 Your PC Workst ation Does Not Start Correctly Case 3 — Detected Har dware Er ror Memory Installation NOTE Use onl y the HP memory modules p rovide d for yo ur PC Work station mod el. If you want to fi nd out abo ut availabl e accesso ries for yo ur PC Workst ation, re fer to the HP Access orie s Web site at: http://www.hp.com/go/pcaccessories [...]

Your PC Worksta tion Does N ot Start Correctly Case 4 — Boot Process Fails 16 Case 4 — Boot Process Fails When the power button is pre ssed, the PC W orkstat ion starts to boot and there is activity on the monitor , but the boot pro cess then fails with an error message. Status LED flashes red. A configurati on error has been detected. • Boot[...]

17 Your PC Workst ation Does Not Start Correctly Case 4 — Boot Process Fails If There Is a Beep Code During Boot If an error occurs dur ing the POST , which prevents the PC W orkstation from starting, and bef ore the display device has been initialized, a series of beep codes are issued. Beep codes indi cate that a fatal error has occurred and ca[...]

Your PC Worksta tion Does N ot Start Correctly Case 4 — Boot Process Fails 18 5 Processor t est error. Check that: • Processor is correctly i nstalled. • Termin ation ca rd installe d in processo r slot 2 in a single processor s ystem. • Refer to page 13 for furt her act ions to tak e. If the er ror still occur s, replace: 1 Processor. 2 sy[...]

19 Your PC Workst ation Does Not Start Correctly Case 4 — Boot Process Fails POST Test Sequence and POST Error Following the pre-boot check s, the POST (Po wer-On Self Test) sequence is in itiated. It should be noted that in some cases, a Beep and Post Error can occur at the same time. The following table shows the type of err or message that cou[...]

Your PC Worksta tion Does N ot Start Correctly Case 4 — Boot Process Fails 20 • Check t hat the CD-ROM driv e has been detected in the Set up program. Press F2 to e nter t he Setup program • Check tha t the data and power cables are correctly connected to the CD -ROM drive. • Als o refer to page 28 for fur ther troubleshooti ng help. • Ch[...]

21 Your PC Workst ation Does Not Start Correctly Case 4 — Boot Process Fails Runtime Errors During normal usage (and at boot) of the PC Workstation, MaxiLife continually mo nitors vital system parameters. These include: temperature, fan malfunctions, powe r voltage drops, system board PLL problems and CPU problem s. Refer to page 13 for pre-boot [...]

Your PC Worksta tion Does N ot Start Correctly Case 5 — Screen Go es Blank o r Corrup t Image 22 Case 5 — Screen G oes Blank or Corr upt Image When the power button is pre ssed, the PC W orkstat ion starts to boot and th ere is activity on the mo nitor , but when the operat ing sy stem starts loading, the screen goes blank or the image is corru[...]

Configuration Prob lems If your PC W orkstation boots nor mally , but yo u are having prob lems configuring different parts of your PC W orkstation. Symptom T ype of Problem PC Workstation starts to boot, but a POST (Power- On Self-Test ) error me ssage is displayed o n the screen. • CMOS test erro r. Refer to p age 25. • Keyboard or mouse ar e[...]

Conf iguration Problems 24 Helpful In formation Troublesho oting BIOS Problems: • Updating the BIOS. Refer to page 36. • Resto ring the BI OS Defa ult Set tings . Refer to page 36. • Clearing the CMOS. Refer to page 37. • Reco vering the BIOS (C risis Mode). Re fer to pa ge 38. System Board Switches. Refer to pa ge 39. Using the HP Set up P[...]

25 Configuratio n Problems If There Is a CMOS Test Error If There Is a CMOS Test Er ror NOTE Before removing the cover, always switc h off the displa y and PC Work station. Discon nect the po wer cord a nd any ac cessory c ables. Wh en chec ks have b een compl eted, cl ose the P C Workstat ion and re conne ct the po wer cord an d access ory cable s[...]

Conf iguration Problems If There Is a Keyboard or Mouse Test Err or 26 If There Is a Keyboard or Mouse Test Error NOTE Before removing the cover, always switc h off the display and PC Workstatio n. Discon nect the po wer cord a nd any ac cessory c ables. Wh en chec ks have b een compl eted, cl ose the P C Workstat ion and re conne ct the pow er cor[...]

27 Configuratio n Problems If There Is a Floppy Disk Drive Test Error If There Is a Floppy Disk Drive Test Erro r NOTE Before removing the cover, always switc h off the displa y and PC Work station. Discon nect the po wer cord a nd any ac cessory c ables. Wh en chec ks have b een compl eted, cl ose the P C Workstat ion and re conne ct the po wer co[...]

Conf iguration Problems If There Is a Har d Disk, DVD, CD-RW or CD- ROM Test Error 28 If There Is a Ha rd Disk, DVD, CD-RW or CD-ROM Test Error NOTE Before removing the cover, always switc h off the display and PC Workstatio n. Discon nect the po wer cord a nd any ac cessory c ables. Wh en chec ks have b een compl eted, cl ose the P C Workstat ion [...]

29 Configuratio n Problems If Th ere Is a Ser ial or P arallel Por t Test Erro r If There Is a Serial or Pa rallel Port Test Error NOTE Before removing the cover, always switc h off the displa y and PC Work station. Discon nect the po wer cord a nd any ac cessory c ables. Wh en chec ks have b een compl eted, cl ose the P C Workstat ion and re conne[...]

Conf iguration Problems If Yo u C annot Tur n O ff Yo ur P C Wor kstation 30 If You Cannot Turn Off Your PC Workstation If You Have Forgotten Your Password NOTE Use these instructions if the passwords were set with the Setup pr ogram . Symptom... Check that... How... PC W orkstation does not make a buzzing or beeping sound when y ou press the pow e[...]

31 Configuratio n Problems If There Is an IRQ P roblem If There Is an IRQ Problem NOTE Plug and Pl ay oper ating s ystems such as W indows 95 a nd Window s 98 s hould, i n normal circum stances, be able to allo cate IR Qs ac cording to the h ardware in stalle d in the P C Workst ation. Symptom... Solution. .. You have installed an accessory board b[...]

Conf iguration Problems If Your PC Workst ation Has an Audio Problem 32 If Your PC Workstation Has an Audio Problem Sympto m... Solution ... No sound when r unning any app licat ion s. If you are using Windows NT 4.0, check the v olume, mute, and balance settings . Refer to the o perating system documentation for more information. Absence of sound [...]

33 Configuratio n Problems If Your PC Workstation Has a Software Problem If Your PC Workstation Has a Software Pro blem Symptom... Solution... Green power indicator light is illum inated, but some software won’t run. • Refer to the a pplication soft ware documentation and/or t he operating s ystem documentation for guidance. • If the software[...]

Conf iguration Problems If the PC Wo rkstation Clock Is Not Keeping Time Cor rectly 34 If t he PC Wo rkstat ion Clock Is N ot Keeping Tim e Correctly WARNING There is a danger of explosion if t he batter y is inco rrectl y instal led. For your safet y, never att empt to rechar ge, disasse mble, or bur n the old battery. Replace the bat tery only wi[...]

35 Configuratio n Problems If You Have Problem s Using the Euro Sym bol If You Have Problems Using t he Euro Symbol If your keyboard has a Euro symbol key , it can only be used with operating sy stems and appli cations that support this feature. • Only the latest operati ng systems, such as Windows 98, provide integrated support for the Euro symb[...]

Conf iguration Problems Trouble shooting BIOS Pro blems 36 Troubleshooting BIOS Prob lems The BIOS is a set of program routines that gives the PC W orkstation its fundamental oper ational characteristics. Many problems with y our PC W orkstation can be solved by updating ( flashing) the BIOS (Basic Input Output Sy stem). NOTE It is reco mmen ded th[...]

37 Configuratio n Problems Trou ble shoot ing BIOS Pr oble ms Clearing the CMOS 1 Turn off the PC Workstation, disconne ct the power cord and data cables, then remove the cover. 2 Set the system board switch 4 to the DOWN position to clear the CMOS memory . 3 Replace the cover, and only reconnect the power cor d. 4 Reboot the PC Workstation. A mess[...]

Conf iguration Problems Trouble shooting BIOS Pro blems 38 Recovering the BIOS (Crisis Mode) If for some reason the BIOS is corrupted and the standard flash cannot be used, use t he BIOS R ecovery Mode (exceptional BIOS r ecovery operation) to restore the BIOS. T o do this: 1 Format a new floppy disk. 2 Copy the BIOS files o n to the floppy disk. 3[...]

39 Configuratio n Problems System Bo ard Switc hes System Board Switches There are ten system board switches use d for configuration. A certain number of these are reserved (switches 2, 5, 6, 8, 9, 10) and should not be modified , otherwise it could lead to a system failure . NOTE Switches can also be referenced as: UP = Open = Off (disable), DOWN [...]

Conf iguration Problems Using the HP Setup Program 40 Using the HP Setup Prog ram The Setup program all ows you to vi ew and change the confi guration of your PC W orkstat ion, such as the passwords and boot device order . Follow these instructions to check the configur ation. First, Turn On or Restart Your PC Workstation If your PC W orkstation is[...]

41 Configuratio n Problems Mor e Tr oubl esho otin g f or Dri ves More Troubleshooting for Drives This section pr ovides more information on how to solve problems with your drives or accessory boards. WARNING Be sure to disc onnect th e power cord and any telecommunicat ion cables fr om your computer bef ore you remove t he cover to ch eck the cabl[...]

Conf iguration Problems More T roublesh ooting fo r Drives 42 If a SCSI Hard Disk Drive Is Not Available If a SCSI hard di sk drive is no t recognized du ring the sy stem boot, nor available during normal operation, che ck that the Internal SCSI cable is connected to: a Internal U-160 SCSI conn ector on the system board located near the system boar[...]

43 Configuratio n Problems Mor e Tr oubl esho otin g f or Dri ves If the Hard Disk Activity Light Does Not Work If the hard disk activity light does not flick er when the PC W orkstation is accessing the har d disk drive: 1 Check that the contro l panel connector is fi rmly attached to the system board. 2 Check that the disk power and data cables a[...]

Conf iguration Problems More T roublesh ooting fo r Drives 44 CD-ROM, DVD or CD-RW Door Does No t Open If you have d ifficulty re moving a disk from the dri ve (during a power failure fo r example), you can use the manual eject button. For example, to eject a CD-RO M using the manual eject button: 1 With a thin, solid rod, such as the end of a pape[...]

Troubleshooting with HP DiagTools HP DiagTools is an accurate and rel iable utili ty that helps you diagnose any potential hard ware-related pro blems. With this utility you can: • Check the hardware configuration and verify that it is functio ning correctly. • Test individual hardware components. • Diagnose hardware-rel ated problems. • Ob[...]

Troubleshooting with HP DiagTools 46 If you are running the diagno stics from a CD-ROM, th en the followin g settings must also be checked. ❒ In the Security menu, set all Hardware Pr otection items to “Enabled” or “Unlocked” (if app licable). Ensure al so that Booting from the CD-ROM is enabled. ❒ In the Boot me nu, the CD-ROM drive is[...]

47 Troubleshooting with HP DiagTools HP DiagTools Hardware Tests The following hardware tests can be performed from HP Di agT ools: ❒ Hardware Detection . Automatically detects the complete hardware configur ation of the system (including PC Workstation model and version, pr ocessor type, cache memor y, BIOS version, total main mem ory, IDE or SC[...]

Troubleshooting with HP DiagTools 48 Producing a Sup port Ticket To produce a comple te record of your system’s configuration and test results, you will need to create a Support Ticket If you are using HP Diag Tools fro m the hard disk drive, a floppy disk drive is re quired to sto re the Suppo rt Ticket file. If you are using HP DiagTools from a[...]

Recovering Har d Disk Drive Contents In the unlike ly event of a hard disk crash, you can recove r your PC Workstation’s preloade d operating system and software using the PC Image Engineer — Image Creation and R ecovery CD-ROM 1 supplied with your PC Workstation. Some of the available functions on the Image Creation and Recovery CD-ROM are des[...]

Recovering Hard Disk Drive C ontents 50 Recovering Prelo aded Drivers Y ou can use the Image Creation and Recovery CD -ROM to reinstall drivers that were delivered with the PC W orkstation. T o do this, insert the CD-ROM into the CD- ROM drive. Autom atically an HTML fil e is displayed. Using your web browser , navigate through the CD -ROM to find [...]

Other Sources of Inform ation Getting Online Support for Troubleshoot ing HP’ s support web si te provides extensive support material that can help you troublesho ot problems on y our PC W orkstation: • Documentation for your PC Wor kstation (described below) • BIOS updates (including the upgrade util ity and instructions) • The latest driv[...]

Hewlett-Packar d Support and Information Services Y ou can learn more about HP se rvice and support fr om the suppor t W eb site: www.hp.com/go/kayaksupport . Collecting Informati on Before Contacting HP Support It is recomm ended that before co ntacting HP Support you n ote down some of the information mentio ned below . This will help HP support [...]