HP Blade Blade Troubleshooting Manual
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HP Blade Blade Troubleshooting Manual

HP Blade Blade Troubleshooting Manual

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Download this manual See also: Network Manual

Troubleshooting Guide

Business PCs
Document Part Number: 384569-001
May 2005
This guide provides helpful hints and solutions for troubleshooting
the above products as well as scenarios for possible hardware and
software problems.

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Summary of Contents for HP Blade Blade

  • Page 1: Troubleshooting Guide

    Troubleshooting Guide Business PCs Document Part Number: 384569-001 May 2005 This guide provides helpful hints and solutions for troubleshooting the above products as well as scenarios for possible hardware and software problems.
  • Page 2 Microsoft, MS-DOS, and Windows are trademarks of Microsoft Corporation in the U.S. and 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. HP shall not be liable for technical or editorial errors or omissions contained herein.

  • Page 3: Table Of Contents

    Accessing HP Insight Diagnostics ........
  • Page 4 Accessing DPS Through Computer Setup ........C–2 Index www.hp.com Troubleshooting Guide...

  • Page 5: Computer Diagnostic Features

    USB HP Drive Key. Use HP Insight Diagnostics to determine if all the devices installed on the computer are recognized by the system and functioning properly.

  • Page 6: Accessing Hp Insight Diagnostics

    Accessing HP Insight Diagnostics You must boot to the Documentation and Diagnostics CD, as described in the steps below, to access HP Insight Diagnostics. 1. While the computer is on, insert the Documentation and 2. Shut down the operating system and turn off the computer.

  • Page 7: Survey Tab

    Storage—Shows information about storage media connected to the computer. This list includes all fixed disks, diskette drives, and optical drives. System—Shows information about the system board, processor, chassis, and BIOS, plus internal speaker and PCI bus information. Troubleshooting Guide Computer Diagnostic Features www.hp.com 1–3...

  • Page 8: Test Tab

    Interactive mode, but these require user intervention. Custom Test—Provides the most flexibility in controlling the testing of a system. The Custom Test mode allows you to specifically select which devices, tests, and test parameters are run. (Quick, Complete, or Custom). Unattended). www.hp.com Troubleshooting Guide...

  • Page 9: Status Tab

    The devices being tested The tests that are running The overall elapsed time The individual elapsed test times The condition status of each test www.hp.com Computer Diagnostic Features 1–5...

  • Page 10: Log Tab

    The Failed Count is the number of times the test has failed. The Error Code provides a numerical code for the failure. The error codes are defined in the Help tab. The Clear Error Log button will clear the contents of the Error Log. www.hp.com Troubleshooting Guide...

  • Page 11: Saving And Printing Information In Hp Insight Diagnostics

    Diagnostics You can save the information displayed in the HP Insight Diagnostics Status and Log tabs to a diskette or 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.

  • Page 12: Protecting The Software

    The Windows operating system and software can be restored to the original state that they were when you purchased the computer by using the Restore Plus! CD. See the documentation included with the Restore Plus! CD for complete instructions on using this feature. 1–8 www.hp.com Troubleshooting Guide...

  • Page 13: Troubleshooting Without Diagnostics

    Refer to the Safety & Comfort Guide on the Documentation and Diagnostics CD and available on the Web site at www.hp.com/ergo, for more information on choosing a workspace and creating a safe and comfortable work environment.

  • Page 14: Before You Call For Technical Support

    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 www.hp.com/support Refer to the following “Helpful Hints” Run the Restore Plus! CD.
  • Page 15 To assist you in resolving problems online, HP Instant Support Professional Edition provides you with self-solve diagnostics. If you need to contact HP support, use HP Instant Support Professional Edition's online chat feature. Access HP Instant Support Professional Edition at: Access the Business Support Center (BSC) at www.hp.com/go/bizsupport...

  • Page 16: Helpful Hints

    Computer Setup. If it does not restart, press the power button to start the computer. Reconfigure the computer after installing a non–plug and play expansion board or other option. See Installation Problems” for instructions. www.hp.com Appendix A, “POST Error “Solving Hardware Troubleshooting Guide...
  • Page 17 VGA adapter. During boot, the other monitor connectors are disabled and if the monitor is connected into these ports, the monitor will not function. You can select which source will be the default VGA source in Computer Setup. www.hp.com Troubleshooting Without Diagnostics 2–5...

  • Page 18: Solving General Problems

    RTC battery replacement. 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. www.hp.com Troubleshooting Guide...
  • Page 19 The Smart Cover FailSafe Key, a device for manually disabling the Smart Cover Lock, is available from HP. You will need the FailSafe Key in case of forgotten password, power loss, or computer malfunction. Order PN 166527-001 for the wrench-style key or PN 166527-002 for the screwdriver bit key.
  • Page 20 3. If fan is plugged in and seated properly, but is not spinning, then replace the processor fan. 4. Reseat processor heatsink and verify that the fan assembly is properly attached. 5. Contact an authorized reseller or service provider. www.hp.com Troubleshooting Guide...
  • Page 21 If it is turned on, then replace the power button harness. 5. If the 5V_aux light on the system board is off, then replace the power supply. 6. Replace the system board. www.hp.com 2–9...

  • Page 22: Solving Power Supply Problems

    3. If fan is plugged in and seated 4. Reseat processor heatsink and 5. Contact an authorized reseller or www.hp.com vents are not blocked and the processor cooling fan is running. and see if the processor fan spins. If the processor fan is not...
  • Page 23 2. Open the hood and ensure the 3. Check if a device is causing the 4. Contact an authorized service 5. Replace the system board. www.hp.com Troubleshooting Without Diagnostics located on the rear of the power supply (some models), is set to the appropriate voltage.

  • Page 24: Solving Diskette Problems

    2. Right-click the drive letter and 3. Select the desired options, and Diskette is Use another diskette or remove the write-protected. write protection. www.hp.com “Solving the disk (A) drive. select Format. click Start to begin formatting the diskette. Troubleshooting Guide...
  • Page 25 You are reading the Check the drive letter in the path wrong drive. statement. Diskette is damaged. Replace the diskette with a new one. www.hp.com Troubleshooting Without Diagnostics diskette. FORMAT A: /F:1440 2–13...
  • Page 26 Run Computer Setup and enable has been disabled in Removable Media Boot in Computer Setup. Storage > Storage Options > Removable Media Boot. www.hp.com enable diskette boot in Storage > Boot Order. enable diskette boot in Storage > Storage Options > Removable Media Boot.

  • Page 27: Solving Hard Drive Problems

    Drive’s controller is Run Computer Setup and enable all disabled in Computer the SATA controllers in Storage > Setup. Storage Options. www.hp.com Troubleshooting Without Diagnostics Start, click Explore, and select a drive. Select File > Properties > Tools. Under Error-checking, click Check Now.
  • Page 28 P60 SATA 0. www.hp.com the diskette drive and restart the computer. using fdisk: If NTFS formatting, use a third party reader to evaluate the drive.

  • Page 29: Solving Multibay Problems

    Turn on the computer. enabled. (This feature supported on some models only.) MultiBay is hidden in Enter Computer Setup and set Computer Setup. MultiBay to Device Available in Security > Device Security. www.hp.com Troubleshooting Without Diagnostics Appendix A, “POST to determine 2–17...

  • Page 30: Solving Display Problems

    Be sure that the monitor can accept fixed-sync monitor and the same horizontal scan rate as the it will not sync at the resolution chosen. resolution chosen. Computer is in Press the power button to resume standby mode. from standby mode. www.hp.com Troubleshooting Guide...
  • Page 31 F8 during startup when you see “Press F8” in the bottom right corner of the screen. select Enable VGA Mode and press Enter. double-click the Display icon and select the Settings tab. the resolution. system. isolate the faulty module. with HP memory. 2–19...
  • Page 32 Install the video drivers included in was upgraded, the the upgrade kit. correct graphics drivers may not be loaded. Monitor is not capable Change requested resolution. of displaying requested resolution. Graphics card is bad. Replace the graphics card. www.hp.com on the system. Troubleshooting Guide...
  • Page 33 Monitor degaussing coil None. It is normal for the has been activated. degaussing coil to be activated when the monitor is powered on. www.hp.com Troubleshooting Without Diagnostics securely connected to the computer. another monitor is in close proximity, be sure the monitors are not interfering with each other’s electromagnetic field by...
  • Page 34 Click Start > All Programs > Accessories > System Tools > Character Map. You can copy the symbol from the Character Map into a document. www.hp.com Auto-Adjustment option in the monitor’s on-screen display menu. and Clock Phase on-screen display functions. To download...

  • Page 35: Solving Audio Problems

    Audio is hidden in Enable the audio in Computer Computer Setup. Setup: Security > Device Security > Audio. www.hp.com Troubleshooting Without Diagnostics Sounds and Audio Devices. device from the Sound Playback list. and select the Performance tab.
  • Page 36 1. From the Control Panel 2. Click the Mute check box to Computer is in Press the power button to resume standby mode. from standby mode. www.hp.com System. the Device Manager button. device and select Properties. sure “Enable digital CD audio for this CD-ROM device”...
  • Page 37 The hard disk may be Before recording, make sure there is full. enough free space on the hard disk. You can also try recording the audio file in a compressed format. www.hp.com Troubleshooting Without Diagnostics 2–25...

  • Page 38: Solving Printer Problems

    The printer may be out Check the paper tray and refill it if of paper. it is empty. Select online. www.hp.com for the application. MS-DOS command: DIR C:\ > [printer port] where [printer port] is the address of the printer being used.

  • Page 39: Solving Keyboard And Mouse Problems

    2. Check/replace device batteries. 3. Reset receiver and keyboard. Computer is in Press the power button to resume standby mode. from standby mode. www.hp.com Troubleshooting Without Diagnostics click Start. Down Windows dialog box is displayed. reconnect the keyboard to the back of the computer and restart the computer.
  • Page 40 Mouse may need See the Worldwide Limited repair. Warranty for terms and conditions. www.hp.com the same time (or press the Windows logo key) to display the Start menu. to select Shut Down and then press the Enter key.
  • Page 41 Mouse roller ball is Remove roller ball cover from the dirty. bottom of the mouse and clean it with a mouse cleaning kit available from most computer stores. www.hp.com Troubleshooting Without Diagnostics for device status. 2–29...

  • Page 42: Solving Hardware Installation Problems

    You can also use with other devices. Computer Setup to reconfigure or disable devices to resolve the resource conflict. www.hp.com Troubleshooting Guide...
  • Page 43 See Appendix A, “POST Error Messages” determine possible causes. issue, contact Customer Support. system. isolate the faulty module. with HP memory. on the system. 2–31...
  • Page 44 Bad option card. 1. Check each option card by 2. Once bad card is identified, 3. Replace the system board. www.hp.com removing the cards one at time (if multiple cards), then power on the system to see if fault goes away.

  • Page 45: Solving Network Problems

    Troubleshooting Guide Cause Wake-on-LAN is not enabled. Network controller is disabled. Incorrect network driver. www.hp.com Troubleshooting Without Diagnostics Solution Enable Wake-on-LAN. 1. Select Start > Control Panel. 2. Double-click Network Connections. 3. Double-click Local Area Connection.
  • Page 46 The cable is attached to the incorrect connector. There is a problem with the cable or a device at the other end of the cable. www.hp.com Solution Check cabling and network equipment for proper connection. Check for the device status within...
  • Page 47 (NIC) and conflicts with the embedded NIC. The files containing the network drivers are corrupted. The cable is not securely connected. www.hp.com Troubleshooting Without Diagnostics Solution Under the Computer Setup Advanced menu, change the resource settings for the board. Contact an authorized service provider.
  • Page 48 New network card may be defective or may not meet industry-standard specifications. The network controller is not configured properly. Unprogrammed EEPROM. www.hp.com Solution Contact an authorized service provider. Install a working, industry-standard NIC, or change the boot sequence to boot from another source.

  • Page 49: Solving Memory Problems

    If you encounter memory problems, some common causes and solutions are listed in the following table. Ä CAUTION: For those systems that support ECC memory, HP does not support mixing ECC and non-ECC memory. Otherwise, the computer will not boot the operating system.

  • Page 50: Solving Processor Problems

    1. Check to see that the processor properly or not installed. 2. Reseat the processor. www.hp.com system. isolate the faulty module. with HP memory. computer is not blocked. connected and working properly (some fans only operate when needed). heatsink is installed properly. is present.

  • Page 51: Solving Cd-Rom And Dvd Problems

    DVD drive. different country. Decoder software is not Install decoder software. installed. Damaged media. Replace media. Movie rating locked out Use DVD software to remove by parental lock. parental lock. Media installed upside Reinstall media. down. www.hp.com Troubleshooting Without Diagnostics 2–39...
  • Page 52 Wrong or poor quality 1. Try using a slower speed when media type. 2. Verify that you are using the 3. Try a different brand of media. www.hp.com or uninstall the device in question. Windows detect the CD or DVD driver.

  • Page 53: Solving Drive Key Problems

    The correct device 1. Install the correct driver for the driver is not installed. 2. You might need to reboot the www.hp.com Troubleshooting Without Diagnostics of the computer and restart the computer. device.

  • Page 54: Solving Internet Access Problems

    Try connecting to the Internet at a not available or has later time or contact your ISP. (If the been interrupted due to cable/DSL service is connected, the bad weather. “cable” LED light on the front of the cable/DSL modem will be on.) www.hp.com Troubleshooting Guide...
  • Page 55 Web server can later retrieve.) You must log on to your Log on to your ISP and launch the ISP before some desired program. programs will start. www.hp.com Troubleshooting Without Diagnostics Panel. Options. Delete Cookies button. 2–43...
  • Page 56 4. In the Device Manager area, 5. Double-click Ports (COM & 6. Right-click the COM port your 7. Under Device status, verify 8. Under Device usage, verify 9. If there are further problems, www.hp.com Panel. click the Device Manager button. LPT). modem uses, then click Properties.

  • Page 57: Solving Software Problems

    If you encounter software problems, see the applicable solutions listed in the following table. Solving Software Problems Problem Computer will not continue and no HP logo screen has appeared. Computer will not continue after HP logo screen has appeared. “Illegal Operation has Occurred”...

  • Page 58: Contacting Customer Support

    ✎ Refer to the number listed in the warranty or in the Support Telephone Numbers guide on the Documentation and Diagnostics CD for technical assistance. 2–46 www.hp.com www.hp.com Troubleshooting Guide...

  • Page 59: Post Error Messages

    To establish the schedule, reconfigure the computer to the Full Boot Every x Days mode, using Computer Setup. ✎ For more information on Computer Setup, see the Computer Setup (F10) Utility Guide on the Documentation and Diagnostics CD. Troubleshooting Guide www.hp.com A–1...

  • Page 60: Post Numeric Codes And Text Messages

    5. If the message disappears, there may be a problem with the expansion card. 6. Replace the system board. 1. Clear CMOS. (See “Password Security and Resetting CMOS.”) 2. Remove expansion boards. 3. Replace the system board. www.hp.com Appendix B, Appendix B, Troubleshooting Guide...
  • Page 61 If the problem persists, replace the RTC battery. See the Hardware Reference Guide on the Documentation and Diagnostics CD for instructions on installing a new battery, or contact an authorized dealer or reseller for RTC battery replacement. www.hp.com POST Error Messages A–3...
  • Page 62 2. Make sure the memory module(s) are installed properly. 3. If third-party memory has been added, test using HP-only memory. 4. Verify proper memory module type. 1. Run Computer Setup or Windows utilities. 2. Ensure memory modules are correctly installed.
  • Page 63 1. Remove any parallel port expansion cards. 2. Clear CMOS. (See “Password Security and Resetting CMOS.”) 3. Reconfigure card resources and/or run Computer Setup. Enter Computer Setup and reset the IRQ in Advanced > Onboard Devices. www.hp.com POST Error Messages Appendix B, A–5...
  • Page 64 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. www.hp.com Appendix B, Troubleshooting Guide...
  • Page 65 Run Computer Setup and check the configuration in Advanced > Onboard Devices. Replace system board if minimal graphics degrading is an issue. No action required. Reconnect or replace front audio harness. www.hp.com POST Error Messages Appendix B, Appendix B, A–7...
  • Page 66 Computer Setup or Windows utilities. 1. Remove any serial port expansion cards. 2. Clear CMOS. (See “Password Security and Resetting CMOS.”) 3. Reconfigure card resources and/or run Computer Setup or Windows utilities. www.hp.com Appendix B, Appendix B, Troubleshooting Guide...
  • Page 67 Computer Setup and run the Drive Protection System test under Storage > DPS Self-test. 2. Apply hard drive firmware patch if applicable. (Available at www.hp.com/support.) 3. Back up contents and replace hard drive. 1. Ensure the MultiBay device is fully inserted.
  • Page 68 SP5572.EXE (SNZERO.EXE). 2. Run Computer Setup and try to enter serial number under Security, System ID, then save changes. www.hp.com www.hp.com and run Troubleshooting Guide...
  • Page 69 Ensure the heatsink is properly seated and installed. 2. If the fan is plugged in and the heatsink is properly seated but the fan does not spin, then replace the heatsink-fan assembly. www.hp.com POST Error Messages A–11...

  • Page 70: Post Diagnostic Front Panel Leds And Audible Codes

    A–12 Possible Cause Recommended Action Computer on. None Computer in None required. Press any key or move Suspend to RAM the mouse to wake the computer. mode (some models only) or normal Suspend mode. www.hp.com Troubleshooting Guide...
  • Page 71 5. Contact an authorized reseller or service provider. Processor not 1. Check to see that the processor is installed (not an present. indicator of bad 2. Reseat the processor. processor). www.hp.com POST Error Messages A–13...
  • Page 72 4. Replace the system board. Pre-video memory 1. Reseat DIMMs. Power on the error. 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. www.hp.com Troubleshooting Guide...
  • Page 73 (some models), is set to the appropriate voltage. Proper voltage setting depends on your region. 2. Replace the system board. 3. Replace the processor. www.hp.com POST Error Messages A–15...
  • Page 74 (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. www.hp.com Troubleshooting Guide...
  • Page 75 If it is turned on, then replace the power button harness. 5. If the 5V_aux light on the system board is not turned on, then replace the power supply. 6. Replace the system board. www.hp.com POST Error Messages A–17...

  • Page 76: Password Security And Resetting Cmos

    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 CMOS settings. Troubleshooting Guide Resetting the password jumper Using the Clear CMOS button www.hp.com B–1...

  • Page 77: Resetting The Password Jumper

    1 or 2, but not both, so that it does not get lost. www.hp.com www.hp.com/support. Troubleshooting Guide...

  • Page 78: Clearing And Resetting The Cmos

    Establish the new passwords in Computer Setup. Refer to the Computer Setup (F10) Utility Guide on the Documentation and Diagnostics CD for Computer Setup instructions. the power cord from the power outlet. equipment connected to the computer. www.hp.com Password Security and Resetting CMOS B–3...
  • Page 79 The CMOS button will not clear CMOS if the power cord is connected. CMOS button ✎ For assistance locating the CMOS button and other system board components, see the Illustrated Parts Map (IPM) for that particular system. 5. Replace the computer cover or access panel. B–4 www.hp.com Troubleshooting Guide...

  • Page 80: Using Computer Setup To Reset Cmos

    Computer Setup to reset your passwords and any special system setups along with the date and time. See the Desktop Management Guide on the Documentation and Diagnostics CD for further instructions on reestablishing passwords. For instructions on Computer Setup, see the Computer Setup (F10) Utility Guide on the Documentation and Diagnostics CD.

  • Page 81: C Drive Protection System (Dps)

    Use DPS when you suspect a hard drive problem. If the computer reports a SMART Hard Drive Detect Imminent Failure message, there is no need to run DPS; instead, back up the information on the hard drive and contact a service provider for a replacement hard drive. Troubleshooting Guide www.hp.com C–1...

  • Page 82: Accessing Dps Through Computer Setup

    The screen will display the list of DPS-capable hard drives that are installed on the computer. complete the testing process. Test Succeeded. Completion Code 0. Test Aborted. Completion Code 1 or 2. Test Failed. Drive Replacement Recommended. Completion Code 3 through 14. www.hp.com Troubleshooting Guide...
  • Page 83 Internet access problems 2–42 keyboard error code A–5 solving problems 2–27 testing 2–4 LEDs blinking power A–12 blinking PS/2 keyboard A–12 memory error codes A–4 solving problems 2–37 monitor blank screen 2–18 blurry video 2–20 checking connections 2–5 www.hp.com Index Index–1...
  • Page 84 2–45 processor problems 2–38 Quick Boot A–1 resetting CMOS B–1 password jumper B–1 RTC battery A–3 security password B–1 setup password B–1 software problems 2–45 protecting 1–8 restoring 1–8 system board, error codes A–2 Wake-on-LAN feature 2–33 www.hp.com Troubleshooting Guide...

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