Troubleshooting Guide HP Business PCs...
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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.
About This Book ENWW...
History Tab ... 4 Errors Tab ... 4 Help Tab ... 4 Saving and Printing Information in HP Vision Field Diagnostics ... 5 Downloading the Latest Version of HP Vision Field Diagnostics ... 5 Protecting the Software ... 5 2 Troubleshooting Without Diagnostics Safety and Comfort ...
Contacting Customer Support ... 44 Appendix A POST Error Messages POST Numeric Codes and Text Messages ... 46 Interpreting POST Diagnostic Front Panel LEDs and Audible Codes ... 52 Appendix B Password Security and Resetting CMOS Resetting the Password Jumper ... 56 Clearing and Resetting the CMOS ...
Accessing HP Vision Field Diagnostics To access HP Vision Field Diagnostics, you must burn the utility onto a CD or copy it onto a USB flash drive then boot to the CD or USB flash drive. It can also be downloaded from either burned to CD or installed to a USB flash drive.
If running HP Vision Field Diagnostics, select the appropriate language and click Continue. In the End User License Agreement page, select Agree if you agree with the terms. The HP Vision Field Diagnostics utility launches with the Survey tab displayed.
Memory can not be tested from within the HP Vision Field Diagnostics application. To test the memory in your computer, you must exit HP Vision Field Diagnostics, boot to either the CD or USB flash drive and select HP Memory Test from the boot menu.
The Help tab contains a Vision Help section, and a Test Components section. This tab includes search and index features. You may also review the HP End User License Agreement (EULA), as well as the HP Vision Field Diagnostic application version information on this tab.
The Memory test tab section provides information on the HP Memory Test application that may be launched from the boot menu. The HP Support section provides information on obtaining technical support from HP. Saving and Printing Information in HP Vision Field Diagnostics You can save the information displayed in the HP Vision Field Diagnostics Survey, History and Errors tabs to a diskette or a USB flash drive.
If you are having problems with the computer, try the appropriate solutions below to try to isolate the exact problem before calling for technical support. ● Run the HP diagnostic tool. ● Run the hard drive self-test in Computer Setup. Refer to the Computer Setup (F10) Utility Guide for more information.
Refer to Helpful Hints on page 7 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: http://www.hp.com/go/ispe.
restart if it is set to automatic start after power loss in Computer Setup as soon as power is restored. 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 Solving Hardware Installation Problems on page 29 ●...
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.
Unlock the Smart Cover Lock using Computer Setup. 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.
Table 2-1 Solving General Problems (continued) Poor performance is experienced. Cause Some software applications, especially games, are stressful on the graphics subsystem Cause unknown. 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.
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 Chapter 2 Troubleshooting Without Diagnostics Solution Check that both power supply cables are properly connected to the system board. Check to see if the 5V_aux light on the system board is turned on.
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 Power supply will not turn on because of internal power supply fault. 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 Hard disk has bad sectors or has failed. Disk transaction problem. Cause Either the directory structure is bad or there is a problem with a file. Drive not found (identified).
Table 2-3 Solving Hard Drive Problems (continued) Nonsystem disk/NTLDR missing message. Cause The system is trying to start from a media device that is not bootable. The system is trying to start from the hard drive but the hard drive may have been damaged. System files missing or not properly installed.
If this does not solve the problem, turn off the computer, remove the carrier, and check to see if the connector on the hard drive is properly seated in the carrier. Solution Shut down the computer and contact HP for a replacement enclosure. ENWW...
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 Microsoft Windows XP or Microsoft Windows Vista. Cause By default, Windows XP and Windows Vista will format any media card with a capacity greater than 32MB with the FAT32 format.
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 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.
Reflash the system ROM with the latest BIOS image. See the “Boot Block Emergency Recovery Mode” section of the Desktop Management Guide for more information Be sure that the monitor can accept the same horizontal scan rate as the resolution chosen.
Computer Setup. Solution Reseat DIMMs. Power on the system. Replace DIMMs one at a time to isolate the faulty module. Replace third-party memory with HP memory. Replace the system board. Solution For systems with a graphics card: Reseat the graphics card. Power on the system.
Table 2-5 Solving Display Problems (continued) Dim characters. Cause The brightness and contrast controls are not set properly. Cables are not properly connected. Blurry video or requested resolution cannot be set. Cause If the graphics controller was upgraded, the correct graphics drivers may not be loaded.
To download a SoftPaq that will assist you with the synchronization, go to the following Web site, select the appropriate monitor, and download either SP32347 or SP32202: http://www.hp.com/support Reseat the graphics card. Replace the graphics card. Solution symbol.
Table 2-5 Solving Display Problems (continued) Certain typed symbols do not appear correct. Cause ENWW Solution Tools > Character Map. You can copy the symbol from the Character Map into a document. Solving Display Problems...
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 Processor resources are being used by other open applications.
Table 2-6 Solving Audio Problems (continued) Sound does not come out of the speaker or headphones. Cause Internal speaker is disabled in Computer Setup. One or more audio solutions are installed in the system. Sound from headphones is not clear or muffled. Cause Headphones are plugged into the rear audio output connector.
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 Printer is not turned on and online. The correct printer drivers for the application are not installed.
Program in use has stopped responding to commands. ENWW Solution On the Windows XP Desktop, click Start > Shut Down. On the Windows Vista Desktop, click Start, click the arrow on the lower right corner of the Start menu, then select Shut Down.
Table 2-9 Solving Mouse Problems (continued) Mouse does not respond to movement or is too slow. Cause Mouse may need cleaning. Mouse may need repair. Computer is in standby mode. Mouse will only move vertically, horizontally, or movement is jerky. Cause Mouse roller ball or the rotating encoder shafts that make contact with the ball are dirty.
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.
Replace DIMMs one at a time to isolate the faulty module. NOTE: Refer to the Hardware Reference Guide for your system for proper DIMM installation instructions. Replace third-party memory with HP memory. Replace the system board. Solution For systems with a graphics card: Reseat the graphics card.
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 Wake-on-LAN is not enabled.
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 No active network is detected. Network controller is not set up properly. Network controller is disabled. Network driver is not properly loaded.
Table 2-11 Solving Network Problems (continued) Network controller stopped working when an expansion board was added to the computer. Cause The network controller requires drivers. The expansion board installed is a network card (NIC) and conflicts with the embedded NIC. Network controller stops working without apparent cause.
DIMM module. 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.
Check the memory requirements for the application or add more memory to the computer. Solution Reseat DIMMs. Power on the system. Replace DIMMs one at a time to isolate the faulty module. Replace third-party memory with HP memory. Replace the system board. Solving Memory Problems...
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 Processor is hot. Power LED flashes Red three times, once every second, followed by a two second pause. Cause Processor is not seated properly or not installed.
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.
Table 2-14 Solving CD-ROM and DVD Problems (continued) Movie will not play in the DVD drive. Cause Movie may be regionalized for a different country. Decoder software is not installed. Damaged media. Movie rating locked out by parental lock. Media installed upside down. Cannot eject compact disc (tray-load unit).
Solving USB Flash Drive Problems If you encounter USB flash drive problems, common causes and solutions are listed in the following table. Table 2-15 Solving USB Flash Drive Problems USB flash drive is not seen as a drive letter in Windows. Cause The drive letter after the last physical drive is not available.
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, headphone, or microphone is not recognized by the computer. Cause Device is not properly connected.
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 Internet Service Provider (ISP) account is not set up properly.
Table 2-17 Solving Internet Access Problems (continued) Internet takes too long to download Web sites. Cause Modem is not set up properly. Chapter 2 Troubleshooting Without Diagnostics Solution Verify that the modem is connected and communicating properly. Windows XP Select Start > Control Panel. Double-click System.
If you encounter software problems, see the applicable solutions listed in the following table. Table 2-18 Solving Software Problems Computer will not continue and no HP logo screen has appeared. Cause POST error has occurred. Computer will not continue after HP logo screen has appeared.
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.
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.
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...
Run Computer Setup or Windows utilities. Make sure the memory module(s) are installed properly. If third-party memory has been added, test using HP-only memory. Verify proper memory module type. Ensure memory modules are correctly installed. Verify proper memory module type.
Table A-1 Numeric Codes and Text Messages (continued) Control panel message 303-Keyboard Controller Error 304-Keyboard or System Unit Error 501-Display Adapter Failure 510-Flash Screen Image Corrupted 511-CPU Fan not detected 512-Rear Chassis Fan not detected 513-Front Chassis Fan not detected 515-Power Supply Fan not detected 605-Diskette Drive Type Error Appendix A POST Error Messages...
Drive Protection System test under Storage > DPS Self-test. Apply hard drive firmware patch if applicable. (Available at http://www.hp.com/support.) Back up contents and replace hard drive. Ensure SATA connectors are used in ascending order. For one device, use SATA...
Table A-1 Numeric Codes and Text Messages (continued) Control panel message 1797-SATA Drivelock is not supported in RAID mode. 1801-Microcode Patch Error 2200-PMM Allocation Error during MEBx Download 2201-MEBx Module did not checksum correctly 2202-PMM Deallocation Error during MEBx cleanup Appendix A POST Error Messages Description Drivelock is enabled on one or more SATA...
Table A-1 Numeric Codes and Text Messages (continued) Control panel message 2203-Setup error during MEBx execution 2204-Inventory error during MEBx execution BIOS information passed to the MEBx 2205-Interface error during MEBx execution 2211-Memory not configured correctly for proper MEBx execution. Invalid Electronic Serial Number Memory Parity Error Network Server Mode Active and No...
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.
DIMM module. Reseat DIMMs. Replace DIMMs one at a time to isolate the faulty module. Replace third-party memory with HP memory. Replace the system board. For systems with a graphics card: Reseat the graphics card.
Table A-2 Diagnostic Front Panel LEDs and Audible Codes (continued) Activity iteration but LEDs continue until problem is solved. Red Power LED flashes ten times, once every second, followed by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved.
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.
To establish new passwords, repeat steps 1 through 4, replace the password jumper on pins 1 and 2, then repeat steps 6 through 8. Establish the new passwords in Computer Setup. Refer to the Computer Setup (F10) Utility Guide for Computer Setup instructions. Appendix B Password Security and Resetting CMOS http://www.hp.com/ ENWW...
Clearing and Resetting the CMOS The computer’s configuration memory (CMOS) stores information about the computer’s configuration. The CMOS button resets CMOS but does not clear the power-on and setup passwords. Clearing CMOS will clear the Active Management Technology (AMT) settings in the Management Engine BIOS Extension (MEBx), including the password.
Locate, press, and hold the CMOS button in for five seconds. NOTE: Make sure you have disconnected the AC power cord from the wall outlet. The CMOS button will not clear CMOS if the power cord is connected. Figure B-1 CMOS button NOTE: For assistance locating the CMOS button and other system board components, see the...
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.
When the test has been completed, one of three messages will be displayed: ● Test Succeeded. Completion Code 0. ● Test Aborted. Completion Code 1 or 2. ● Test Failed. Drive Replacement Recommended. Completion Code 3 through 14. If the test failed, the completion code should be recorded and reported to your service provider for help in diagnosing the computer problem.
Index access panel, locked 10 audible codes 52 audio problems 24 beep codes 52 booting options Full Boot 45 Quick Boot 45 CD-ROM or DVD problems 37 CMOS backing up 55 clearing and resetting 57 Customer Support 6, 44 diagnostics utility 1 Drive Protection System (DPS) 59 error...