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HP dx7500 - Microtower PC Troubleshooting Manual

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Troubleshooting Guide - dx7500 Models
HP Compaq Business PCs

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  • Page 1 Troubleshooting Guide - dx7500 Models HP Compaq Business PCs...
  • 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 Business PCs dx7500 Models First Edition (August 2008) Document Part Number: 498185-001...

  • 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 ..........................2 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 Interpreting POST Audible Codes ...................... 43 Resetting the Password Jumper ......................44 Resetting the CMOS Jumper ......................45 Contacting Customer Support ......................46 Index ................................... 47 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

    Shut down the operating system and turn off the computer. Turn on the computer. The system will boot to the CD. 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.

  • Page 9: Status Tab

    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 except for keyboard and mouse devices. ●...

  • 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 flash drive (capacity must be 64MB or higher). USB 1.0 flash drives 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. Safety and Comfort WARNING! Misuse of the computer or failure to establish a safe and comfortable work environment...

  • Page 14: Helpful Hints

    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. Access the Business Support Center (BSC) at http://www.hp.com/go/bizsupport for the latest online...
  • Page 15 restart if it is set to power on automatically as soon as power is restored 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. See Solving Hardware Installation Problems on page 29 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 (Windows Vista) and type msconfig. On the Startup tab of the System Configuration Utility, clear applications that you do not want to launch automatically. 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...

  • Page 19: 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 20: 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 29 for instructions.
  • Page 21 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 22: 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 23 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 24: 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 25 Table 2-5 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 Solution The operating system needs time to recognize the device if the Wait a few seconds so that the operating system can recognize reader was just installed into the computer and you are turning the reader and the available ports, and then recognize...

  • Page 26: Solving Display Problems

    Solving Display Problems If you encounter display problems, see the documentation that came with the monitor and 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 27 Table 2-6 Solving Display Problems (continued) Blank screen and the computer emits one short beep then one long beep followed by a three second pause. Cause Solution Pre-video memory error. Reseat DIMMs. Power on the system. Replace DIMMs one at a time to isolate the faulty module. Replace third-party memory with HP memory.
  • Page 28 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 29 Table 2-6 Solving Display Problems (continued) Clicking noise coming from inside a CRT monitor. Cause Solution Electronic relays have been activated inside the monitor. None. It is normal for some monitors to make a clicking noise when turned on and off, when going in and out of standby mode, and when changing resolutions.

  • Page 30: 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 31 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 32: Solving Printer Problems

    Solving Printer Problems If you encounter printer problems, see the documentation that came with the printer and 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 33: 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 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 34 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. Computer is in standby mode.

  • Page 35: 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 36 Table 2-11 Solving Hardware Installation Problems (continued) The computer emits one short beep then one long beep followed by a three second pause. 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 attempting to reseat, install, or remove a DIMM.

  • Page 37: 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 38 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 No active network is detected. Check cabling and network equipment for proper connection. Network controller is not set up properly.
  • Page 39 Table 2-12 Solving Network Problems (continued) Network controller stops working without apparent cause. Cause Solution 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 40: 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. 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.
  • Page 41 Table 2-13 Solving Memory Problems (continued) The computer emits one short beep then one long beep followed by a three second pause. Cause Solution Memory is installed incorrectly or is bad. Reseat DIMMs. Power on the system. Replace DIMMs one at a time to isolate the faulty module. Replace third-party memory with HP memory.

  • Page 42: 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 2-14 Solving CD-ROM and DVD Problems System will not boot from CD-ROM or DVD drive.
  • Page 43 Table 2-14 Solving CD-ROM and DVD Problems (continued) Cannot eject compact disc (tray-load unit). Cause Solution Disc not properly seated in the drive. Turn off the computer and insert a thin metal rod into the emergency eject hole and push firmly. Slowly pull the tray out from the drive until the tray is fully extended, then remove the disc.

  • Page 44: Solving Usb Flash Drive Problems

    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 Solution The drive letter after the last physical drive is not available.

  • Page 45: 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 2-16 Solving Front Panel Component Problems A USB device, 1394 device, headphone, or microphone is not recognized by the computer. Cause Solution Device is not properly connected.

  • Page 46: 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 2-17 Solving Internet Access Problems Unable to connect to the Internet. Cause Solution Internet Service Provider (ISP) account is not set up properly.
  • Page 47 Table 2-17 Solving Internet Access Problems (continued) Internet takes too long to download Web sites. Cause Solution Modem is not set up properly. Verify that the modem is connected and communicating properly. Windows XP Select Start > Control Panel. Double-click System. Click the Hardware tab.

  • Page 48: 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 49: Interpreting Post Audible Codes

    Interpreting POST Audible Codes This section covers 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 50: 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 51: Resetting The Cmos Jumper

    Resetting the CMOS Jumper Turn off the computer and any external devices, and disconnect the power cord from the power outlet. The power must be disconnected from the system to clear CMOS. Disconnect the keyboard, monitor, and any other external equipment connected to the computer. WARNING! To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect the power cord from the wall outlet, and allow the internal system components...

  • Page 52: 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 53: Index

    Index mouse 27 access panel, locked 11 jumper network 31 audio problems 24 CMOS 45 power 13 password 44 printer 26 software 42 beeps, error codes 43 keyboard problems 27 safety and comfort 7 CD-ROM or DVD problems 36 software CMOS Media Card Reader problems 18 backing up 5...

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