Compaq D315 Troubleshooting Manual
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Compaq D315 Troubleshooting Manual

Compaq D315 Troubleshooting Manual

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Troubleshooting Guide

Compaq D315
Document Part Number: 292974-002
July 2002
This guide provides helpful hints and solutions for troubleshooting
the above product as well as scenarios for possible hardware and
software problems.

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  • Page 1: Troubleshooting Guide

    Troubleshooting Guide Compaq D315 Document Part Number: 292974-002 July 2002 This guide provides helpful hints and solutions for troubleshooting the above product as well as scenarios for possible hardware and software problems.
  • Page 2 All other product names mentioned herein may be trademarks of their respective companies. Compaq shall not be liable for technical or editorial errors or omissions contained herein. The information in this document is provided “as is” without warranty of any kind and is subject to change without notice. The warranties for Compaq products are set forth in the express limited warranty statements accompanying such products.

  • Page 3: Table Of Contents

    Contacting Compaq Customer Support........2–32...
  • Page 4 C Drive Protection System (DPS) Accessing DPS Through Compaq Diagnostics for Windows ....C–2 Accessing DPS Through Computer Setup ........C–3 D Setting up Analog/Digital Audio Output Microsoft Windows 2000 .

  • Page 5: Computer Diagnostic Features

    Computer Diagnostic Features Compaq Diagnostics for Windows The Compaq Diagnostics for Windows (DFW) utility is a component of Intelligent Manageability that allows you to view information about the hardware and software configuration of your computer while running Microsoft Windows 2000 and Microsoft Windows XP.
  • Page 6 Computer Diagnostic Features Menu Bar—File, Categories, Navigation, Level, Tab, Help At the top of the Compaq Diagnostics for Windows screen is the Menu Bar consisting of six pull-down menus: File—Save As, Print, Printer Setup, Exit Categories—See the list of categories in the following section Navigation—Previous Category (...

  • Page 7: Installing Compaq Diagnostics For Windows

    This operation is required only if the diagnostics program software has been loaded on the hard drive but not installed. 1. Close any Windows applications. 2. Double-click the Compaq Diagnostics for Windows icon, located on the Windows Desktop. Troubleshooting Guide...

  • Page 8: Using Categories In Compaq Diagnostics For Windows

    You must restart the computer to complete the installation of Compaq Diagnostics for Windows. ✎ If you want to upgrade an existing version of Compaq Diagnostics for Windows installed on your computer, visit www.compaq.com/support/files and click on the applicable product.

  • Page 9: Running Diagnostic Tests In Compaq Diagnostics For Windows

    Detailed Report (All Categories), Summary Report (All Categories), or Current Category. Click OK to save the report you selected. 5. To exit Compaq Diagnostics for Windows, click File, and then click Exit. Running Diagnostic Tests in Compaq Diagnostics for...
  • Page 10 7. Click Print or save the error information in case you need to contact your Compaq authorized dealer, reseller, or service provider for assistance. 8. To exit Compaq Diagnostics for Windows, click File, then click Exit. 1–6 Troubleshooting Guide...

  • Page 11: Compaq Configuration Record Utility

    To run this program: 1. Click Start > Compaq Information Center > Compaq Configuration Record. You can also select the Compaq Configuration Record icon, located in the Control Panel.

  • Page 12: Compaq Remote Diagnostics Enabling Agent

    This history may be useful to your service provider if the system ever encounters a problem that needs debugging. 4. To exit Compaq Configuration Record, click File, then click Exit. Compaq Remote Diagnostics Enabling Agent This utility was developed to allow faster resolution of problems without having to visit a site and take the computer offline and to assist in maximizing computer availability.
  • Page 13 ✎ The Compaq Remote Diagnostics Enabling Agent was designed to work in the Compaq Insight Manager LC environment. It is pre-loaded on most commercial desktops and is available through a SoftPaq at www.compaq.com under Management Applications and Utilities.

  • Page 14: Protecting Your Software

    Restoring Your Software The operating system and software can be restored to its original state as when you purchased the computer by using your Compaq Restore Kit. See your Compaq Restore Kit for complete instructions on using this feature.

  • Page 15: Troubleshooting Without Diagnostics

    POST Message Disabled suppresses most system messages during POST, such as memory count and non-error text messages. In this mode, the Compaq logo and Web address appear on the computer monitor. If a POST error occurs, the screen will display the error message.

  • Page 16: Helpful Hints

    Troubleshooting Without Diagnostics Helpful Hints If you encounter some minor problems with your computer, monitor, or software, see the following list of general suggestions before taking further action: Check that the computer and monitor are plugged into a working electrical outlet. Check to see that the computer is turned on and the green power light is on.

  • Page 17: 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 your Compaq authorized dealer or reseller. Solving General Problems Problem...
  • Page 18 RTC date and time). If the problem persists, replace the RTC battery. See the Hardware Reference Guide for instructions on installing a new battery, or contact your Compaq authorized dealer or reseller for RTC battery replacement. Computer powered off The unit temperature was 1.
  • Page 19 Troubleshooting Without Diagnostics Solving General Problems (Continued) Problem Cause Solution Poor performance is Processor is hot. 1. Make sure the airflow to the experienced. computer is not blocked. 2. Make sure the fans are connected and working properly (some fans only operate when needed).

  • Page 20: Solving Power Supply Problems

    Troubleshooting Without Diagnostics Solving Power Supply Problems Solving Power Supply Problems Problem Cause Solution Computer will not turn on Computer is not Connect to an external power (Power LED on front of connected to an source. computer not on). external power source. Cables to the external Ensure that cables connecting the power source are...
  • Page 21 2. Flashing Red two times one second 3. Ensure heatsink is properly apart, followed by a seated. two second pause, 4. Contact Compaq authorized reseller or service provider. 3. Not flashing. Troubleshooting Guide 2–7...

  • Page 22: Solving Diskette Problems

    Troubleshooting Without Diagnostics Solving Diskette Problems Common causes and solutions for diskette problems are listed in the following table. ✎ You may need to reconfigure the computer when you add or remove hardware, such as an additional diskette drive. See “Solving Hardware Installation Problems”...
  • Page 23 Troubleshooting Without Diagnostics Solving Diskette Problems (Continued) Problem Cause Solution Diskette drive cannot write Diskette write control is Use Computer Setup to check to a diskette (continued). enabled. your storage security feature disabled settings. Diskette is damaged. Replace the damaged disk. Cannot format diskette.
  • Page 24 Troubleshooting Without Diagnostics Solving Diskette Problems (Continued) Problem Cause Solution “Invalid system disk” A diskette that does not When drive activity stops, remove message is displayed. contain the system files the diskette and press the needed to start your Spacebar. The computer should computer has been start up.

  • Page 25: Solving Hard Drive Problems

    Troubleshooting Without Diagnostics Solving Hard Drive Problems Solving Hard Drive Problems Problem Cause Solution Hard drive error occurs. Hard disk has bad Use a utility to locate and block sectors or has failed. usage of bad sectors. If necessary, reformat the hard disk. Disk transaction problem.
  • Page 26 Troubleshooting Without Diagnostics Solving Hard Drive Problems (Continued) Problem Cause Solution Drive not found (identified) Drive responds slowly Run Computer Setup and increase (continued). immediately after the POST Delay in Advanced > power-up. Power-On Options. Nonsystem disk/NTLDR The system is trying to Remove the diskette from the missing message.
  • Page 27 Troubleshooting Without Diagnostics Solving Hard Drive Problems (Continued) Problem Cause Solution Computer will not start. Hard drive is damaged. Observe the beeps and LED lights on the keyboard. See Appendix A, “POST Error Messages” to determine possible causes. See your Worldwide Limited Warranty for details.

  • Page 28: Solving Display Problems

    Troubleshooting Without Diagnostics Solving Display Problems If you encounter display problems, see the documentation that came with your monitor and to the common causes and solutions listed in the following table. Solving Display Problems Problem Cause Solution Blank screen. Monitor is not turned Turn on the monitor and check that on and the monitor light the monitor light is on.
  • Page 29 Troubleshooting Without Diagnostics Solving Display Problems (Continued) Problem Cause Solution Blank screen (continued). Monitor cable is If the computer system has both an plugged into the wrong integrated graphics connector and connector. an AGP card connector, plug the monitor cable into the AGP card connector in the expansion card area on the back of the computer.
  • Page 30 Troubleshooting Without Diagnostics Solving Display Problems (Continued) Problem Cause Solution Blurry video or requested If the graphics Install the video drivers on the resolution cannot be set. controller was diskette included in the upgrade kit. upgraded, the correct graphics drivers may not be loaded.

  • Page 31: Solving Audio Problems

    Troubleshooting Without Diagnostics Solving Audio Problems If your computer has audio features and you encounter audio problems, see the common causes and solutions listed in the following table. Solving Audio Problems Problem Cause Solution Sound does not come Software volume Double-click the Speaker icon on out of the speaker or control is turned down.
  • Page 32 Troubleshooting Without Diagnostics Solving Audio Problems (Continued) Problem Cause Solution Sound does not come out Computer is in Stand Press the power button to resume of the speaker or By mode. from Stand By mode. headphones (continued). Noise or no sound comes Computer may not be 1.

  • Page 33: Solving Printer Problems

    Troubleshooting Without Diagnostics Solving Printer Problems If you encounter printer problems, see the documentation that came with your printer and to the common causes and solutions listed in the following table. Solving Printer Problems Problem Cause Solution Printer will not print. Printer is not turned on Turn the printer on and make sure it and online.

  • Page 34: Solving Keyboard And Mouse Problems

    Troubleshooting Without Diagnostics Solving Keyboard and Mouse Problems If you encounter keyboard or mouse problems, see the documentation that came with your equipment and to the common causes and solutions listed in the following table. Solving Keyboard Problems Problem Cause Solution Keyboard commands and Keyboard connector...
  • Page 35 Troubleshooting Without Diagnostics Solving Mouse Problems Problem Cause Solution Mouse does not respond Mouse connector is Shut down your computer using the to movement or is not properly plugged keyboard. too slow. into the back of the 1. Press the Ctrl and Esc keys at computer.

  • Page 36: Solving Hardware Installation Problems

    Troubleshooting Without Diagnostics Solving Hardware Installation Problems You may need to reconfigure the computer when you add or remove hardware, such as an additional diskette drive. If you install a plug and play device, Windows 2000 and Windows XP automatically recognize the device and configure the computer.
  • Page 37 2. Observe the beeps and LED lights on the keyboard. See Appendix A, “POST Error Messages” to determine possible causes. 3. If you still cannot resolve the issue, contact Compaq Technical Support. Troubleshooting Guide 2–23...

  • Page 38: Solving Network Problems

    Troubleshooting Without Diagnostics 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. Solving Network Problems Problem Cause Solution Remote Wakeup feature The Remote Wakeup Use an RJ-45 network connection.
  • Page 39 Under the Computer Setup interrupt is shared with Advanced menu, change the an expansion board. resource settings for the board. The network controller Contact your Compaq authorized is defective. service provider. Diagnostics passes, but Network drivers are Make sure the network drivers...
  • Page 40 (continued). The files containing the Reinstall the network drivers, network drivers are using the Compaq Restore CD. corrupted. The expansion board Use the Computer Setup to installed is a network card disable the embedded NIC.

  • Page 41: Solving Processor 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, Compaq does not support mixing ECC and non-ECC memory. Otherwise, the Num Lock LED on non-USB keyboards will blink continuously, and the system will not boot the operating system.
  • Page 42 Troubleshooting Without Diagnostics Solving Memory Problems Problem Cause Solution System will not boot or Memory module is not Replace module with the correct does not function properly the correct type or industry-standard device for your after installing additional speed grade for the computer.

  • Page 43: Solving Cd-Rom And Dvd Problems

    Troubleshooting Without Diagnostics 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. Solving CD-ROM and DVD Problems Problem Cause Solution...
  • Page 44 Troubleshooting Without Diagnostics Solving CD-ROM and DVD Problems Problem Cause Solution CD-ROM, CD-RW, The DVD-ROM drive Wait at least 30 seconds to let the DVD-ROM, or DVD-R/RW takes longer to start DVD-ROM drive determine the type drive cannot read a disc or because it has to of media being played.

  • Page 45: Solving Software Problems

    Where available, run the Compaq Configuration Record Utility to determine if any changes have been made to the software which may be causing a problem. See the Desktop Management Guide on the Documentation Library CD for more information.

  • Page 46: Contacting Compaq Customer Support

    Troubleshooting Without Diagnostics Contacting Compaq Customer Support For help and service, contact your Compaq authorized reseller or dealer. To locate a Compaq reseller or dealer near you, visit the Compaq Web site at www.compaq.com. ✎ If you take your computer to a Compaq authorized reseller, dealer, or service provider for service, remember to provide the setup and power-on passwords, if they are set.

  • Page 47: 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 Numeric Codes and Text Messages This section covers those POST errors that have numeric codes associated with them.
  • Page 48 RTC life is approximately battery. See the Hardware 3–5 years. Reference Guide for instructions on installing a new battery, or contact your Compaq authorized dealer or reseller for RTC battery replacement. *L = Long, S = Short A–2 Troubleshooting Guide...
  • Page 49 RTC battery. See the life is approximately Hardware Reference Guide for 3–5 years. instructions on installing a new battery, or contact your Compaq authorized dealer or reseller for RTC battery replacement. CMOS jumper may not Check for proper placement be properly installed.
  • Page 50 Post Error Messages Numeric Codes and Text Messages (Continued) Code/Message Beeps Probable Cause Recommended Action 201-Memory None RAM failure. 1. Run Computer Setup or Error Windows utilities. 2. Ensure memory and continuity modules are installed correctly. 3. Verify proper memory module type.
  • Page 51 Post Error Messages Numeric Codes and Text Messages (Continued) Code/Message Beeps Probable Cause Recommended Action 213-Incompatible A memory module 1. Verify proper memory Memory Module in memory socket module type. in Memory identified in the error 2. Try another memory Socket(s) X, X,...
  • Page 52 Post Error Messages Numeric Codes and Text Messages (Continued) Code/Message Beeps Probable Cause Recommended Action 401-Parallel IRQ address conflicts Reset the IRQ. Port 1 Address with another device. Assignment Conflict 402-Monochrome 1L, 2S* Monochrome display Replace the Monochrome Adapter Failure controller.
  • Page 53 Post Error Messages Numeric Codes and Text Messages (Continued) Code/Message Beeps Probable Cause Recommended Action 501-Display 1L, 2S* Graphics display 1. Reseat the graphics card Adapter Failure controller. (if applicable). 2. Clear CMOS. (See Appendix B, “Password Security and Resetting CMOS.”) 3.
  • Page 54 Post Error Messages Numeric Codes and Text Messages (Continued) Code/Message Beeps Probable Cause Recommended Action 605-Diskette Mismatch in drive type. 1. Run Computer Setup. Drive Type Error 2. Disconnect any other diskette controller devices (tape drives). 3. Clear CMOS. (See Appendix B, “Password Security and Resetting CMOS.”)
  • Page 55 Post Error Messages Numeric Codes and Text Messages (Continued) Code/Message Beeps Probable Cause Recommended Action 914-Hood Lock None Smart Cover Lock 1. Reconnect or replace Coil is not mechanism is missing hood locking mechanism. Connected or not connected. 2. Reseat or replace hood locking mechanism cable.
  • Page 56 Post Error Messages Numeric Codes and Text Messages (Continued) Code/Message Beeps Probable Cause Recommended Action 1155-Serial Port Both external and 1. Remove any serial port Address Conflict internal serial ports are expansion cards. Detected assigned to same IRQ. 2. Clear CMOS. (See Appendix B, “Password Security and Resetting CMOS.”)
  • Page 57 Failure patch that will fix an Protection System test if erroneous error available. message.) 2. Apply firmware patch if applicable. (See www.compaq.com/ support/techpubs/ customer_advisories.) 3. Back up contents and replace hard drive. 1782-Disk None Hard drive circuitry 1. Run Computer Setup.
  • Page 58 Post Error Messages Numeric Codes and Text Messages (Continued) Code/Message Beeps Probable Cause Recommended Action 1800-Tempera- None Internal temperature 1. Check that computer air ture Alert exceeds specification. vents are not blocked and cooling fan is running. 2. Verify processor speed selection.
  • Page 59 Setup already has data corrupted. in the field or will not allow the serial number to be entered, download from www.compaq.com and run SP5572.EXE (SNZERO.EXE). 2. Run Computer Setup and try to enter serial number under Security, System ID, then save changes.

  • Page 60: Post Diagnostic Keyboard Leds, Front Panel Leds And Audible Codes

    3. See the “Solving Memory Problems” section of this guide. Ä CAUTION: For those systems that support ECC memory, Compaq does not support mixing Num Lock ECC and non-ECC memory. Otherwise, the LED on non-USB keyboards will blink continuously, and the system will not boot the operating system. In addition, if a speaker is installed in the system, there will be a short beep followed by 2 long beeps.
  • Page 61 Post Error Messages Diagnostic Keyboard LEDS, Front Panel LEDs and Audible Codes (Continued) Activity Beeps Probable Cause Recommended Action Num Lock LED On None Failed Boot Block. Reflash the ROM using a (keyboard). ROMPaq diskette. See the “Failsafe Boot Block ROM” section of the Desktop Management Guide.
  • Page 62 Post Error Messages Diagnostic Keyboard LEDS, Front Panel LEDs and Audible Codes (Continued) Activity Beeps Probable Cause Recommended Action Flashing Power None Unseated riser board. 1. Remove riser board. and Hard Drive 2. Wipe connector. Green LEDs. 3. Reinstall riser board (see the Hardware Reference Guide for directions on removing the riser board).

  • Page 63: B Password Security And Resetting Cmos

    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

    Password Security and Resetting CMOS 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: 1. Turn off the computer and any external devices, then disconnect the power cord from the power outlet.

  • Page 65: Clearing And Resetting The Cmos

    Password Security and Resetting CMOS 7. To re-enable the password features, repeat steps 1-4, then replace the jumper on pins 1 and 2. 8. Repeat steps 5-6, then establish new passwords. See the Computer Setup (F10) Utility Guide for Computer Setup instructions.
  • Page 66 Password Security and Resetting CMOS B–4 Troubleshooting Guide...

  • Page 67: C Drive Protection System (Dps)

    Drive Protection System (DPS) The Compaq Drive Protection System (DPS) is a diagnostic tool built into the hard drives installed in select Desktops. 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 Compaq Diagnostics For Windows

    Drive Protection System (DPS) Accessing DPS Through Compaq Diagnostics for Windows To access DPS through Compaq Diagnostics for Windows, perform the following steps: 1. Turn on the computer and select My Computer > Control Panel > Compaq Diagnostics. A choice of five possible headings appears in the Diagnostics screen: Overview, Test, Status, Log, and Error.

  • Page 69: Accessing Dps Through Computer Setup

    Drive Protection System (DPS) 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: 1. Turn on or restart the computer. 2. When the F10 Setup message appears in the lower-right corner of the screen, press the key.
  • Page 70 Drive Protection System (DPS) C–4 Troubleshooting Guide...

  • Page 71: D Setting Up Analog/Digital Audio Output

    Setting up Analog/Digital Audio Output Some computers may have an integrated audio solution that supports analog or digital external stereo speakers. These systems are capable of auto-sensing the speaker type and outputting the correct signal. To manually change between analog, digital and auto-sense, complete the following set of procedures based on your operating system.

  • Page 72: Microsoft Windows Xp

    Setting up Analog/Digital Audio Output Microsoft Windows XP 1. Click Start > Control Panel and then double-click the Sounds, Speech, and Audio Devices icon. 2. Select the Hardware tab. 3. Highlight the appropriate audio device. 4. Click Properties to open up the Device Properties panel. 5.

  • Page 73: Index

    2–3 clearing and resetting B–3 Compaq Configuratoin Record Utility jumper settings 2–11 overview 1–7 Compaq Customer Support 2–32 Compaq Drive Protection System (DPS) C–1 keyboard 2–2 Compaq Remote Diagnostics Enabling Agent keyboard error A–5 1–8 keyboard problems 2–20 computer pauses 2–4...
  • Page 74 Troubleshooting Guide –2...
  • Page 75 MIDI port A–10 memory 2–28 minor problems 2–2 minor 2–2 monitor mouse 2–21 blurry video 2–16 network 2–24 dim characters 2–15 power supply 2–6 overheats 2–16 printer 2–19 mouse problems 2–20 software 2–31 processor failed A–4 network problems 2–24 processor heatsink A–9 parallel port A–6 Quick Boot 2–1 password features B–1...
  • Page 76 –4 Troubleshooting Guide...

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