HP Vectra VL800 Troubleshooting Manual
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HP Vectra VL800 Troubleshooting Manual

HP Vectra VL800 Troubleshooting Manual

Desktop & minitower
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www.hp.com/go/vectrasupport
hp vectra vl800
desktop &
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troubleshooting
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Summary of Contents for HP Vectra VL800

  • Page 1 & minitower troubleshooting guide...
  • Page 2 , Windows , and Windows NT are U.S. registered trademarks of Microsoft Corporation. ® Pentium is a registered trademark of Intel Corporation. HP France Business Desktop Division (BDD) Outbound Marketing Communications 38053 Grenoble Cedex 9 France 2001 Hewlett-Packard Company Francais...
  • Page 3 Troubleshooting your PC using HP Instant Support. You can use this web-based problem resolution service to automate and speeds up troubleshooting. Go to www.hp.com/go/vectrasupport, then click HP Instant Support in the left-hand menu. Recovering hard disk drive contents with the recovery CD-ROM. Refer to page 49.
  • Page 5 This manual is for anyone who wants to: Troubleshoot problems on their PC • Find out where to get more information and support. • For information about setting up and using your PC, refer to the User’s Guide, available on HP’s web site at: www.hp.com/go/vectrasupport Introduction...

  • Page 6: Important Warnings

    Please return used batteries either to the shop from which you bought them, to the dealer from whom you purchased your PC, or to HP so that they can either be recycled or disposed of in the correct way. Returned batteries will be accepted free of charge.
  • Page 7 • Hard disk drive and/or fan can be heard. • Monitor remains blank. • Status LED is (Desktop) or YELLOW (Minitower). • Beep code is emitted. When the power button is pressed, the PC starts to boot and there is activity on the monitor: •...
  • Page 8 Restoring BIOS Default Settings. • Clearing the CMOS. • Recovering the BIOS (Crisis Mode). System Board Switches. Using the HP Setup Program. Troubleshooting Hardware With HP e-DiagTools. Refer to page 15. Refer to page 14. Refer to page 27. Refer to page 31.
  • Page 9 3 Reconnect the power connectors one by one to the internal devices to see if a device is defective. 4 If a device is found to be defective, contact HP Support or your authorized dealer. Continued on the next page...
  • Page 10 If the PC still does not start Check that... There is not a problem with the power supply unit. If the problem persists, contact HP Support or your authorized dealer How... How... 1 Replace the power supply unit by a known working power supply from the same model of PC.
  • Page 11 1 Replace the monitor by a known working monitor from the same model of PC. 2 If the monitor starts, contact HP Support or your authorized dealer. The monitor may need to be replaced. 1 Switch off and unplug the monitor.
  • Page 12 1 Your PC Does Not Start Correctly Case 2 — Monitor Is Blank Symptom... Check that... Dual monitor or multi-monitor configuration problem If you have a dual monitor video card installed, but only one monitor, check that it is connected to Output 1. If you have two or more video cards installed, but only one monitor, check that the monitor is connected to the correct...
  • Page 13 This series of sounds also contains an electronic signal that can be sent through a telephone line to an authorized helpdesk or HP Support, if necessary. This signal cannot be interpreted by the human ear. However, it can be decoded by helpdesk equipment to extract the PC model and serial number.
  • Page 14 1 Your PC Does Not Start Correctly Case 3 — Boot Process Fails and Monitor is Blank Pre-Boot Test Errors The following table shows the type of error messages that can occur during the pre-boot checks. Beep Code Cause... 1 beep Processor absent, not correctly connected or ZIP socket not closed 2 beeps...
  • Page 15 When the power button is pressed, the PC starts to boot and there is activity on the monitor, but the boot process then fails with an error message. Status LED flashes red (Desktop) or yellow (Minitower). A beep code may be emitted. A configuration error has been detected.
  • Page 16 1 Your PC Does Not Start Correctly Case 4 — Boot Process Fails and Error Message Displayed on Screen Category #2: If the error is serious, the POST should prompt: 00xx The BIOS has detected a serious problem that prevents your PC from booting Press <Enter>...
  • Page 17 3 Replace the cover and reconnect the power cord and accessory cables. Verify that the PC boots correctly. Refer to page 24 for further help, if required. Refer to page 41 for instructions about troubleshooting using HP e-DiagTools. Continued on the next page...
  • Page 18 Check that... The video driver is not corrupted or incorrectly installed. How... How... Install the latest driver for the video card. This can be downloaded from the Vectra support website. Connect to www.hp.com/go/vectrasupport select HP Vectra VL800 PC. , then...
  • Page 19 Use or Configuration Problems If your PC boots normally but you are having problems using or configuring your PC. Symptom PC starts to boot, but a POST (Power-On Self-Test) error message is displayed on the screen. You cannot turn off the PC. Your PC has a software problem.
  • Page 20 Restoring the BIOS Default Settings. • Clearing the CMOS. • Recovering the BIOS (Crisis Mode). System Board Switches. Using the HP Setup Program. Troubleshooting Drives With a Problem: • Hard Disk Drive. • CD-ROM, DVD or CD-RW Drives. Troubleshooting Hardware With HP e-DiagTools.

  • Page 21: If There Is A Cmos Test Error

    Clear the CMOS You have the latest BIOS version. The system board is working. If the problem persists, contact HP Support or your authorized dealer Check that... 1 Set the PC to the correct time (refer to the operating system manual).
  • Page 22 Clean the mouse ball and sensors. Replace the keyboard/mouse by known working units. Create a bootable floppy to update the BIOS. Refer to page 31. If not... There is a possible problem with the system board. Contact HP Support or your authorized dealer.

  • Page 23: If There Is A Floppy Disk Drive Test Error

    The floppy disk is working. If the drive still does not work... The system board is working. If the problem persists, contact HP Support or your authorized dealer Check that... 1 When the message Press F2 to Enter Setup appears, press the F2 key.
  • Page 24 The drive cable is working. If the drive still does not work... Run e-DiagTools to perform one of the hardware diagnostics tests. The drive is working with HP e-DiagTools. Check that... 1 Switch the PC OFF then ON. 2 When the message Press F2 to Enter Setup appears, press the F2 key.
  • Page 25 You receive a S.M.A.R.T. alert during the Power-On-Self-Test. If there is a hard disk drive crash... If the problem persists, contact HP Support or your authorized dealer If There is a Hard Disk, DVD, CD-RW or CD-ROM Test Error Create a bootable floppy to update the BIOS. Refer to page 31 Check that...

  • Page 26: If There Is A Serial Or Parallel Port Test Error

    If the PC still has a problem... You may need to update the Basic Input Output System (BIOS). The system board is working. If the problem persists, contact HP Support or your authorized dealer Check that... 1 Switch the PC OFF then ON.

  • Page 27: If You Cannot Turn Off Your Pc

    If You Cannot Turn Off Your PC Symptom... PC does not make a buzzing or You have saved all data and exited all beeping sound when you press programs. the power button, but you are still unable to turn it off. If You Have Forgotten Your Password NOTE Use these instructions if the passwords were set with the Setup...

  • Page 28: If Your Pc Has A Software Problem

    To change the date and time, use your operating system utilities or the Setup program. If necessary, install a new battery (refer to Chapter 2 of your User’s Guide). If there still is a software problem... Run HP e-DiagTools to check the hardware configuration. Refer to page 41. Solution...
  • Page 29 Please return used batteries to the shop from which you bought them, to the dealer from whom you purchased your PC, or to HP, so that they can be either recycled or disposed of in an environmentally sound way.

  • Page 30: If You Have Problems Using The Euro Symbol

    2 Use or Configuration Problems If You Have Problems Using the Euro Symbol If You Have Problems Using the Euro Symbol If your keyboard has a Euro symbol key, it can only be used with operating systems and applications that support this feature. Only the latest operating systems, such as Windows 98, provide •...

  • Page 31: Updating The Bios

    It is recommended that before you make any modifications to the BIOS you take note of the system setup. . Instructions on updating the BIOS while the initial HP logo is displayed immediately after to load the default settings from the Setup program. 2 Use or Configuration Problems...

  • Page 32: Clearing The Cmos

    2 Use or Configuration Problems Troubleshooting BIOS Problems Clearing the CMOS 1 Turn off the PC, disconnect the power cord and data cables, then remove the cover. 2 Set the system board switch memory. 3 Replace the cover, and only reconnect the power cord. 4 Reboot the PC.

  • Page 33: Recovering The Bios (Crisis Mode)

    BIOS. To do this: 1 Download the latest BIOS for your PC from the web site www.hp.com/go/vectrasupport information and instructions for flashing the BIOS. 2 Run the downloaded file and follow the instructions to extract the BIOS files.

  • Page 34: System Board Switches

    ON enables the BIOS recovery mode at next boot. Retains CMOS memory. ON clears CMOS memory at next boot. Enables User and System Administrator passwords. ON clears the passwords at next boot. Selects the chassis type. OFF = Desktop ON = Minitower Location of system board switches...

  • Page 35: Using The Hp Setup Program

    To Go to the Setup To go into the Setup program, press Program your display. 2 Use or Configuration Problems command in the menu. This command will Start while the HP logo appears on Using the HP Setup Program Shut Down...

  • Page 36: More Troubleshooting For Drives

    Power-On-Self-Test, there could be a potential problem with the hard disk drive. Carry out an immediate data backup, then contact HP Support. S.M.A.R.T management is only done on IDE disk drives. 2 Check that the disk power and data cables are correctly connected (refer to Chapter 2 in your User’s Guide for information about cables...
  • Page 37 NOTE You can use HP e-DiagTools to perform accessing and usability tests on the CD-ROM drive. Refer to page 41 for instructions on how to use HP e-DiagTools. DVD Drive Doesn’t Play DVD Video 1 Check that the DVD disk you are trying to play and your DVD drive have the same regional code setting.
  • Page 38 2 Use or Configuration Problems More Troubleshooting for Drives CD-ROM, DVD or CD-RW Drive is Idle 1 If the drive does not appear to be working, try accessing the disk by clicking on the drive icon or drive letter assigned to the drive by your operating system.
  • Page 39 More Troubleshooting for Dual-Connector Graphics Cards If you are using only one monitor, ensure that it is connected to • connector N If you are using two monitors, ensure that both monitors are • connected and switched on and switched on and switched on before starting the PC.
  • Page 40 2 Use or Configuration Problems More Troubleshooting for SCSI (SCSI Models Only)
  • Page 41 The first step in solving a problem with a PC is diagnosis. HP’s e-DiagTools helps you diagnose hardware-related problems on an HP computer. It is a series of tools designed to help you to: Distinguish between software and hardware problems •...
  • Page 42 HP e-DiagTools is supplied on the following media: The Utility Partition pre-installed on your hard disk (recommended). The HP recovery CD-ROM that was supplied with your PC. The HP DiagTools CD-ROM. NOTE Only the Utility Partition version of e-DiagTools supports the full range of e-features.
  • Page 43 2 If you are using Windows 2000, enter the Setup program (by pressing 3 After the initial splash screen with the logo, a message is displayed: Press <F10> to enter HP Utility Partition ... or any other key to proceed 4 Press the F10 key. A menu appears.
  • Page 44 3 Troubleshooting with HP e-DiagTools Running e-DiagTools from a CD-ROM Running e-DiagTools from a CD-ROM NOTE Only the Utility Partition version of e-DiagTools supports the full range of e-features. When you run e-DiagTools from a CD-ROM you will not be able to send the Support Ticket via e-mail or to update the BIOS.
  • Page 45 CD-ROM To run e-DiagTools from this CD-ROM: 1 Insert the HP CD-ROM in your CD-ROM drive. Shut down the operating system and restart your computer. 2 Press the F8 key to set the boot order so that the PC boots from the CD-ROM first.
  • Page 46 3 Troubleshooting with HP e-DiagTools HP e-DiagTools Hardware Tests HP e-DiagTools Hardware Tests The following hardware tests can be performed from HP e-DiagTools: Hardware Detection. Automatically detects the complete hardware configuration of the system (including PC model and version, processor type, cache memory, BIOS version, total main...

  • Page 47: For More Information

    For More Information For more information about using HP e-DiagTools, consult the e- DiagTools User’s Guide, available in PDF format on HP’s web site www.hp.com/desktops/diagtools On this web site you can also: Download e-DiagTools • Order the HP DiagTools CD-ROM •...
  • Page 48 3 Troubleshooting with HP e-DiagTools For More Information...
  • Page 49 CD-ROM. If you do not have an Image Creation and Recovery CD-ROM, reinstall the operating system from the CD-ROM provided for this purpose with your PC. Any drivers you need to reinstall can be downloaded from HP’s Support Web site at: www.hp.com/go/vectrasupport. supplied with...

  • Page 50: Changing The Hard Disk

    4 Recovering Hard Disk Drive Contents NOTE Any software that has been installed on the PC after it has been purchased, and any personal data that has been generated by applications installed on the PC, are not covered by the recovery process.

  • Page 51: Other Sources Of Information

    Instant Support, go to Instant Support Documentation Set Overview HP’s web site allows you to download documentation for your PC free of charge. The documents provided are in Adobe Acrobat (PDF) format and are available from HP’s web site at: www.hp.com/go/vectrasupport...
  • Page 52 BIOS. Troubleshooting Guide—this online guide. • You will also find complete information on available service and support at the HP World Wide Web site. To see the full set of services available, go to: www.hp.com/go/vectra...

  • Page 53: Hewlett-Packard Support And Information Services

    Hewlett-Packard Support and Information Services You can learn more about HP service and support from the support Web site: www.hp.com/go/vectrasupport...

  • Page 54: Collecting Information Before Contacting Hp Support

    The total amount of memory installed is displayed in the Setup program main menu, accessed by pressing F2 during start-up. There may be some compatibility problems with non-HP memory modules. HP supports and recommends only HP supplied memory modules. Question or Problem Hardware Configuration This is to check for interrupt conflicts.

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