HP dx7400 - Microtower PC Troubleshooting Manual
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HP dx7400 - Microtower PC Troubleshooting Manual

HP dx7400 - Microtower PC Troubleshooting Manual

Troubleshooting guide
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Troubleshooting Guide

HP Compaq dx7400 Series

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  • Page 1: Troubleshooting Guide

    Troubleshooting Guide HP Compaq dx7400 Series...
  • Page 2 No part of this document may be photocopied, reproduced, or translated to another language without the prior written consent of Hewlett-Packard Company. Troubleshooting Guide HP Compaq dx7400 Series First Edition (July 2007) Document Part Number: 448659-001...

  • Page 3: About This Book

    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.
  • Page 4 About This Book ENWW...

  • Page 5: Table Of Contents

    Table of contents 1 Computer Diagnostic Features HP Insight Diagnostics ......................... 1 Accessing HP Insight Diagnostics ..................1 Survey Tab .......................... 2 Test Tab ..........................3 Status Tab ........................... 3 Log Tab ..........................4 Help Tab ..........................4 Saving and Printing Information in HP Insight Diagnostics ..........4 Downloading the Latest Version of HP Insight Diagnostics ..........
  • Page 6 Resetting the Password Jumper ......................58 Clearing and Resetting the CMOS ..................... 59 Appendix C Drive Protection System (DPS) Accessing DPS Through Computer Setup ..................62 Index ................................... 63 ENWW...

  • Page 7: Computer Diagnostic Features

    Select Create a set of recovery discs (Recommended) and click Next. Follow the instructions in the wizard to create a Recovery Disc Set. Use Windows Explorer to search the Recovery Disc Set for the CD with the compaq\hpdiags directory. While the computer is on, insert the CD into an optical drive on the computer.

  • Page 8: Survey Tab

    NOTE: If the system does not boot to the CD in the optical drive, you may need to change the boot order in the Computer Setup (F10) utility so that the system attempts to boot to the optical drive before booting to the hard drive. Refer to the Computer Setup (F10) Utility Guide for more information.

  • Page 9: Test Tab

    Test Tab The Test tab allows you to choose various parts of the system to test. You can also choose the type of test and testing mode. There are three types of tests to choose from: ● Quick Test—Provides a predetermined script where a sample of each hardware component is exercised and requires no user intervention in either Unattended or Interactive mode.

  • Page 10: Log Tab

    The Status tab also shows: ● The devices being tested ● The test status (running, passed, or failed) of each device being tested ● The overall test progress of all devices being tested ● The test progress for each device being tested ●...

  • Page 11: Downloading The Latest Version Of Hp Insight Diagnostics

    automatically create an html file that has the same appearance as the information displayed on the screen. Insert a diskette or USB 2.0 HP Drive Key (capacity must be 64MB or higher). USB 1.0 Drive Keys are not supported. Click Save in the bottom right corner of the screen. Select Save to the floppy or Save to USB key.

  • Page 12: Hp Backup And Recovery Manager

    HP Backup and Recovery Manager The HP Backup and Recovery Manager is an easy-to-use, versatile application that allows you to back up and recover the primary hard drive on the PC. The application works within Windows to create backups of Windows, all applications, and all data files. Backups can be scheduled to occur automatically at designated intervals, or they can be initiated manually.

  • Page 13: Troubleshooting Without Diagnostics

    Troubleshooting Without Diagnostics This chapter provides information on how to identify and correct minor problems, such as diskette drive, hard drive, optical drive, graphics, audio, memory, and software problems. If you encounter problems with the computer, refer to the tables in this chapter for probable causes and recommended solutions. NOTE: For information on specific error messages that may appear on the screen during Power-On Self-Test (POST) at startup, refer to Appendix A,...

  • Page 14: Helpful Hints

    ● Refer to the comprehensive online technical support at http://www.hp.com/support. ● Refer to the following Helpful Hints on page 8 section in this guide. 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.
  • Page 15 restart if automatic start on power loss is set in 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. Solving Hardware Installation Problems on page 32 for instructions.

  • Page 16: Solving General Problems

    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.
  • Page 17 Table 2-1 Solving General Problems (continued) There is no sound or sound volume is too low. Cause Solution System volume may be set low or muted. Check the F10 BIOS settings to make sure the internal system speaker is not muted (this setting does not affect the external speakers).
  • Page 18 Table 2-1 Solving General Problems (continued) Poor performance is experienced. Cause Solution Some software applications, especially games, are stressful Lower the display resolution for the current application or on the graphics subsystem consult the documentation that came with the application for suggestions on how to improve performance by adjusting parameters in the application.
  • Page 19 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 Solution If the 5V_aux light on the system board is off, then replace the power supply. Replace the system board.

  • Page 20: Solving Power Problems

    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 Solution Voltage selector switch on rear of computer chassis (some Select the proper AC voltage using the selector switch. models) not switched to correct line voltage (115V or 230V).

  • Page 21: Solving Diskette Problems

    Solving Diskette Problems Common causes and solutions for diskette problems are listed in the following table. NOTE: You may need to reconfigure the computer when you add or remove hardware, such as an additional diskette drive. See Solving Hardware Installation Problems on page 32 for instructions.
  • Page 22 Table 2-3 Solving Diskette Problems (continued) Cannot format diskette. Cause Solution Invalid media reported. When formatting a disk in MS-DOS, you may need to specify diskette capacity. For example, to format a 1.44-MB diskette, type the following command at the MS-DOS prompt: FORMAT A: /F:1440 Disk may be write-protected.
  • Page 23 Table 2-3 Solving Diskette Problems (continued) Cannot Boot to Diskette. Cause Solution NOTE: Both steps should be used as the Removable Media Boot function in Computer Setup overrides the Boot Order enable command. Network server mode is enabled in Computer Setup. Run Computer Setup and disable Network Server Mode in Security >...

  • Page 24: Solving Hard Drive Problems

    Solving Hard Drive Problems Table 2-4 Solving Hard Drive Problems Hard drive error occurs. Cause Solution Hard disk has bad sectors or has failed. In Microsoft Windows XP, right-click Start, click Explore, and select a drive. Select File > Properties > Tools.
  • Page 25 Table 2-4 Solving Hard Drive Problems (continued) Nonsystem disk/NTLDR missing message. Cause Solution The system is trying to start from the hard drive but the hard Insert a bootable diskette into the diskette drive and drive may have been damaged. restart the computer.
  • Page 26 Table 2-4 Solving Hard Drive Problems (continued) The removable hard drive has no power to the hard drive enclosure. Cause Solution The lock on the enclosure is not turned to the “ON” position. Insert the key and turn the lock clockwise 90 degrees. The green LED on the front of the enclosure should be on.

  • Page 27: Solving Media Card Reader Problems

    Solving Media Card Reader Problems Table 2-5 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 Solution By default, Windows XP and Windows Vista will format any Either format the media card in the digital camera or select FAT media card with a capacity greater than 32MB with the FAT32 file system to format the media card in a computer with...
  • Page 28 Table 2-5 Solving Media Card Reader Problems (continued) After inserting a media card in the reader, the computer attempts to boot from the media card. Cause Solution The inserted media card has boot capability. If you do not want to boot from the media card, remove it during boot or do not select the option to boot from the inserted media card during the boot process.

  • Page 29: Solving Display Problems

    Solving Display Problems If you encounter display problems, see the documentation that came with the monitor and to the common causes and solutions listed in the following table. Table 2-6 Solving Display Problems Blank screen (no video). Cause Solution Monitor is not turned on and the monitor light is not on. Turn on the monitor and check that the monitor light is on.
  • Page 30 Table 2-6 Solving Display Problems (continued) Blank screen and the power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution Replace third-party memory with HP memory.
  • Page 31 Table 2-6 Solving Display Problems (continued) The picture is broken up, rolls, jitters, or flashes. Cause Solution The monitor connections may be incomplete or the monitor Be sure the monitor cable is securely connected to the may be incorrectly adjusted. computer.
  • Page 32 Table 2-6 Solving Display Problems (continued) High pitched noise coming from inside a flat panel monitor. Cause Solution Brightness and/or contrast settings are too high. Lower brightness and/or contrast settings. Fuzzy focus; streaking, ghosting, or shadowing effects; horizontal scrolling lines; faint vertical bars; or unable to center the picture on the screen (flat panel monitors using an analog VGA input connection only).

  • Page 33: Solving Audio 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 2-7 Solving Audio Problems Sound cuts in and out. Cause Solution Processor resources are being used by other open Shut down all open processor-intensive applications.
  • Page 34 Table 2-7 Solving Audio Problems (continued) Sound does not come out of the speaker or headphones. Cause Solution Computer is in standby mode. Press the power button to resume from standby mode. CAUTION: When attempting to resume from standby mode, do not hold down the power button for more than four seconds.

  • Page 35: Solving Printer Problems

    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 2-8 Solving Printer Problems Printer will not print. Cause Solution Printer is not turned on and online. Turn the printer on and make sure it is online.

  • Page 36: Solving Keyboard And Mouse Problems

    Solving Keyboard and Mouse Problems If you encounter keyboard or mouse problems, see the documentation that came with the equipment and to the common causes and solutions listed in the following table. Table 2-9 Solving Keyboard Problems Keyboard commands and typing are not recognized by the computer. Cause Solution Keyboard connector is not properly connected.
  • Page 37 Table 2-10 Solving Mouse Problems (continued) Mouse does not respond to movement or is too slow. Cause Solution Mouse may need cleaning. Remove the roller ball cover on the mouse and clean the internal components. Mouse may need repair. See the Worldwide Limited Warranty for terms and conditions. Wireless device error.

  • Page 38: Solving Hardware Installation Problems

    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.
  • Page 39 Table 2-11 Solving Hardware Installation Problems (continued) Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution Memory is installed incorrectly or is bad. CAUTION: To avoid damage to the DIMMs or the system board, you must unplug the computer power cord before...

  • Page 40: Solving Network Problems

    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 2-12 Solving Network Problems Wake-on-LAN feature is not functioning. Cause Solution Wake-on-LAN is not enabled.
  • Page 41 Table 2-12 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 Solution Network controller is not set up properly. Check for the device status within Windows, such as Device Manager for driver load and the Network Connections applet within Windows for link status.
  • Page 42 Table 2-12 Solving Network Problems (continued) Network controller stops working without apparent cause. Cause Solution The files containing the network drivers are corrupted. Reinstall the network drivers, using the Restore Plus! CD. The cable is not securely connected. Ensure that the cable is securely attached to the network connector and that the other end of the cable is securely attached to the correct device.

  • Page 43: Solving Memory Problems

    Solving Memory Problems If you encounter memory problems, some common causes and solutions are listed in the following table. CAUTION: Power may still be supplied to the DIMMs when the computer is turned off (depending on the Management Engine (ME) settings). To avoid damage to the DIMMs or the system board, you must unplug the computer power cord before attempting to reseat, install, or remove a DIMM module.
  • Page 44 Table 2-13 Solving Memory Problems (continued) Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution Memory is installed incorrectly or is bad. Reseat DIMMs.

  • Page 45: Solving Processor Problems

    Solving Processor Problems If you encounter processor problems, common causes and solutions are listed in the following table. Table 2-14 Solving Processor Problems Poor performance is experienced. Cause Solution Processor is hot. Make sure the airflow to the computer is not blocked. Make sure the fans are connected and working properly (some fans only operate when needed).

  • Page 46: Solving Cd-Rom And Dvd Problems

    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 2-15 Solving CD-ROM and DVD Problems System will not boot from CD-ROM or DVD drive.
  • Page 47 Table 2-15 Solving CD-ROM and DVD Problems (continued) Movie will not play in the DVD drive. Cause Solution Damaged media. Replace media. Movie rating locked out by parental lock. Use DVD software to remove parental lock. Media installed upside down. Reinstall media.

  • Page 48: Solving Drive Key Problems

    Solving Drive Key Problems If you encounter Drive Key problems, common causes and solutions are listed in the following table. Table 2-16 Solving Drive Key Problems USB Drive Key is not seen as a drive letter in Windows. Cause Solution The drive letter after the last physical drive is not available.

  • Page 49: Solving Front Panel Component Problems

    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 2-17 Solving Front Panel Component Problems A USB device, headphone, or microphone is not recognized by the computer. Cause Solution Device is not properly connected.

  • Page 50: Solving Internet Access Problems

    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 2-18 Solving Internet Access Problems Unable to connect to the Internet. Cause Solution Internet Service Provider (ISP) account is not set up properly.
  • Page 51 Table 2-18 Solving Internet Access Problems (continued) Internet takes too long to download Web sites. Cause Solution Windows XP Select Start > Control Panel. Double-click System. Click the Hardware tab. In the Device Manager area, click the Device Manager button. Double-click Modems.

  • Page 52: Solving Software Problems

    Solving Software Problems Most software problems occur as a result of the following: ● The application was not installed or configured correctly. ● There is insufficient memory available to run the application. ● There is a conflict between applications. ● Be sure that all the needed device drivers have been installed.

  • Page 53: Contacting Customer Support

    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. Refer to the number listed in the warranty or in the Support Telephone Numbers guide for technical assistance.

  • Page 54: Appendix A Post Error Messages

    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.

  • Page 55: Post Numeric Codes And 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...
  • Page 56 Table A-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action contact an authorized dealer or reseller for RTC battery replacement. 163-Time & Date Not Set CMOS jumper may not be properly installed. Check for proper placement of the CMOS jumper if applicable.
  • Page 57 Table A-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 304-Keyboard or System Unit Error Keyboard failure. Reconnect the keyboard with computer turned off. Ensure that none of the keys are depressed. Replace the keyboard. Replace the system board. 404-Parallel Port Address Conflict Detected Both external and internal ports are assigned Remove any parallel port expansion...
  • Page 58 Table A-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 605-Diskette Drive Type Error Mismatch in drive type. Run Computer Setup. Disconnect any other diskette controller devices (tape drives). Clear CMOS. (See Appendix B, Password Security and Resetting CMOS on page 57.) 610-External Storage Device Failure...
  • Page 59 Table A-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 1720-SMART Hard Drive Detects Imminent Hard drive is about to fail. (Some hard drives Determine if hard drive is giving correct Failure have a hard drive firmware patch that will fix error message.
  • Page 60 Table A-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action If the memory configuration was recently changed, unplug the power cord, restore the original memory configuration, and reboot the computer. If the error persists, replace the system board.

  • Page 61: Interpreting Post Diagnostic Front Panel Leds And Audible Codes

    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.
  • Page 62 Activity Possible Cause Recommended Action For systems with integrated graphics, replace the system board. Green Power LED flashes eight Invalid ROM with diskette Reflash the system ROM with the latest BIOS times, once every second, followed drive. image. by two short beeps. Replace the system board.
  • Page 63 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.

  • Page 64: Resetting The Password Jumper

    Resetting the Password Jumper To disable the power-on or setup password features, or to clear the power-on or setup passwords, complete the following steps: Shut down the operating system properly, then turn off the computer and any external devices, and disconnect the power cord from the power outlet. With the power cord disconnected, press the power button again to drain the system of any residual power.

  • Page 65: Clearing And Resetting The Cmos

    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.
  • Page 66 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...

  • Page 67: Appendix C Drive Protection System (Dps)

    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.

  • Page 68: Accessing Dps Through Computer Setup

    Accessing DPS Through Computer Setup When the computer does not power on properly you should use Computer Setup to access the DPS program. To access DPS, perform the following steps: Turn on or restart the computer. When the F10 Setup message appears in the lower-right corner of the screen, press the key.

  • Page 69: Index

    Index Media Card Reader 21 access panel, locked 11 Insight Diagnostics 1 memory 37 audible codes 55 Internet access problems 44 monitor 23 audio problems 27 mouse 30 network 34 keyboard problems 30 power 14 beep codes 55 printer 29 boot problems 41 processor 39 LEDs...

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