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HP Compaq d330 DT Troubleshooting Manual

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Troubleshooting Guide

Compaq Business Desktops
d530, d330, and d325 Models
Document Part Number: 312969-002
May 2003
This guide provides helpful hints and solutions for troubleshooting
the above products as well as scenarios for possible hardware and
software problems.

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  Summary of Contents for HP Compaq d330 DT

  • Page 1: Troubleshooting Guide

    Troubleshooting Guide Compaq Business Desktops d530, d330, and d325 Models Document Part Number: 312969-002 May 2003 This guide provides helpful hints and solutions for troubleshooting the above products as well as scenarios for possible hardware and software problems.
  • Page 2 The warranties for HP products are set forth in the express limited warranty statements accompanying such products. Nothing herein should be construed as constituting an additional warranty.
  • Page 3: Table Of Contents

    Solving Network Problems ..........2–29 Troubleshooting Guide www.hp.com Contents...
  • Page 4 Microsoft Windows XP..........D–2 Index www.hp.com Troubleshooting Guide...
  • Page 5: Computer Diagnostic Features

    Third party devices not supported by HP may not be detected. Save, print, or display the information generated by the utility. You should run tests and have the printed report available before placing a call to the Customer Support Center.
  • Page 6: Detecting Diagnostics For Windows

    If icons for Configuration Record and Diagnostics for Windows are included, the Diagnostics for Windows utility is installed. ❏ If icons for Configuration Record and Diagnostics for Windows are not included, the Diagnostics for Windows utility may be loaded, but not installed. www.hp.com Troubleshooting Guide...
  • Page 7: Installing Diagnostics For Windows

    ❏ In either Windows XP or Windows 2000, if the Setup Software icon is not on the Desktop or in the Start menu, run the Setup program from the C:\CPQAPPS\DIAGS directory or select Start > Run and type the following in the command line: C:\CPQAPPS\DIAGS\SETUP.
  • Page 8: Using Categories In Diagnostics For Windows

    Computer Diagnostic Features Using Categories in Diagnostics for Windows To use the categories do the following: 1. Click Start > HP Information Center > Diagnostics for 2. For specific hardware and software information, select a category ✎ As you move the cursor over the toolbar icons, the corresponding category name displays near the cursor.
  • Page 9 Windows—Windows information Architecture—PCI Device information Resources—IRQ, I/O, and Memory Map information Health—Status of system temperature and hard drives Miscellaneous—CMOS, DMI, BIOS, System, Product Name, and Serial Number www.hp.com Computer Diagnostic Features ), Next Category ( ) <information on the screen> 1–5...
  • Page 10: Running Diagnostic Tests In Diagnostics For Windows

    ■ Running Diagnostic Tests in Diagnostics for Windows To run diagnostic tests: 1. Click Start > HP Information Center > Diagnostics for 2. Click the Test tab, or click Tab at the top of the screen and 1–6 Overview—The Overview window displays general overview information about the computer.
  • Page 11 For more details on the tests run, click the Log tab or click Tab at the top of the screen and select Log. ❏ The Status tab summarizes the tests run, passed, and failed during the current testing session. www.hp.com Computer Diagnostic Features 1–7...
  • Page 12 If the report is on the Error tab, select the Error tab Print button. information and recommended actions. By following the recommended actions, you may be able to solve some problems yourself. contact an authorized dealer, reseller, or service provider for assistance. www.hp.com Troubleshooting Guide...
  • Page 13: Configuration Record

    Base.log file is present in the cpqdiags directory, the Base.log file is displayed next to the Now.log file in a split window with the differences between the two highlighted in the color red. Troubleshooting Guide Computer Diagnostic Features www.hp.com 1–9...
  • Page 14: Installing Configuration Record

    Record is also installed. Running Configuration Record To run this program: 1. Click Start > HP Information Center > Configuration Record. ✎ The Configuration Record utility has two view options: Show Changed Items Only and Show All. The default view is Show Changed Items Only, therefore all the text is displayed in the color red since it shows only the differences.
  • Page 15: Remote Diagnostics Enabling Agent

    In addition, the Remote Diagnostics Enabling Agent identifies any computer hardware device problems signaled by the HP Management Agents. These hardware devices are automatically selected for testing by the Remote Diagnostics Enabling Agent.
  • Page 16: Installing Or Upgrading Remote Diagnostics Enabling Agent

    The Windows operating system and software can be restored to the original state that they were when you purchased the computer by using the Restore Kit. See the Restore Kit for complete instructions on using this feature. 1–12 www.hp.com/support then locate and download www.hp.com Troubleshooting Guide...
  • Page 17: Troubleshooting Without Diagnostics

    Refer to the Safety & Comfort Guide on the Documentation Library CD and available on the Web site at www.hp.com/ergo, for more information on choosing a workspace and creating a safe and comfortable work environment. This equipment has been tested and found to comply with the limits for a Class B digital device, pursuant to Part 15 of the FCC Rules.
  • Page 18: Before You Call For Technical Support

    If you recently installed new software, uninstall the software and see if the computer functions properly. Refer to the comprehensive online technical support at www.hp.com/support Refer to the following “Helpful Hints” Run the Restore Plus! CD.
  • Page 19: Helpful Hints

    If the system will not shut down, unplug www.hp.com Troubleshooting Without Diagnostics for more...
  • Page 20 During boot, the other monitor connectors are disabled and if the monitor is connected into these ports, the monitor will not function. You can select which source will be the default VGA source in Computer (F10) Setup. www.hp.com “Solving Hardware Troubleshooting Guide...
  • Page 21: Solving General Problems

    Press the Num Lock key. The Num Lock light should not be on if you want to use the arrow keys. The Num Lock key can be disabled (or enabled) in Computer Setup. www.hp.com Troubleshooting Without Diagnostics 2–5...
  • Page 22 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. 1. Make sure the airflow to the computer is not blocked.
  • Page 23 If it is turned on, then replace the power button harness. 5. If the 3.3 V_aux light on the system board is not turned on, then replace the power supply. 6. Replace the system board. www.hp.com 2–7...
  • Page 24: Solving Power Supply Problems

    3. If fan is plugged in and seated 4. Reseat processor heatsink and 5. Contact an authorized reseller www.hp.com vents are not blocked and the processor cooling fan is running. button, and see if the processor fan spins.
  • Page 25 2. Open the hood and ensure the 3. Check if a device is causing the 4. Contact an authorized service 5. Replace the system board. www.hp.com Troubleshooting Without Diagnostics located on the rear of the power supply, is set to the appropriate voltage.
  • Page 26 3. Check that both power supply 4. Check to see if the 3.3 V_aux 5. If the 3.3 V_aux light on the 6. Replace the system board. www.hp.com located on the rear of the power supply, is set to the appropriate voltage. Proper voltage setting depends on your region.
  • Page 27: Solving Diskette Problems

    Insert the drive into hard drive that has the MultiBay, if it is not already DriveLock security inserted. Turn on the computer. enabled. (This feature supported on select models only.) www.hp.com Troubleshooting Without Diagnostics “Solving 2–11...
  • Page 28 Diskette is not Format the diskette. formatted. 1. From Windows Explorer select 2. Right-click the drive letter and 3. Select the desired options, and www.hp.com FORMAT A: /F:1440 the disk (A) drive. select Format. click Start to begin formatting the diskette.
  • Page 29 Run Computer Setup and enable has been disabled in Removable Media Boot in Computer Setup. Storage > Storage Options. Diskette MBR validation Run Computer Setup and disable is enabled. Diskette MBR Validation in Storage > Storage Options. www.hp.com Troubleshooting Without Diagnostics 2–13...
  • Page 30: Solving Hard Drive Problems

    Drive’s IDE (ATA) Run Computer Setup and enable the controller is disabled in Primary and Secondary IDE (ATA) Computer Setup. controllers in Storage > Storage Options. www.hp.com section. If the system still Troubleshooting Guide...
  • Page 31 Both slow and fast Change slow UATA devices to a UATA devices are on separate data cable connected to the same data cable. the secondary IDE (ATA) controller on the system board. www.hp.com Troubleshooting Without Diagnostics 2–15...
  • Page 32 Down” procedure. If this fails, press commands. the power button for four or more seconds to turn off the power. To restart the computer, press the power button again. www.hp.com Appendix A, “POST Error to determine possible Troubleshooting Guide...
  • Page 33: Solving Display Problems

    System ROM is bad; Reflash the ROM using a ROMPaq system is running in diskette. See the “FailSafe Boot FailSafe Boot Block Block ROM” section of the Desktop mode (indicated by Management Guide for more eight beeps). information. You are using a...
  • Page 34 The brightness and Adjust the monitor brightness and contrast controls are not contrast controls. set properly. www.hp.com F8 during startup when you see “Press F8” in the bottom right corner of the screen. select Enable VGA Mode and press Enter.
  • Page 35 Troubleshooting Without Diagnostics securely connected to the computer. another monitor is in close proximity, be sure the monitors are not interfering with each other’s electromagnetic field by...
  • Page 36 Click Start > All Programs > Accessories > System Tools > Character Map. You can copy the symbol from the Character Map into a document. www.hp.com Auto-Adjustment option in the monitor’s on-screen display menu. and Clock Phase on-screen display functions. To download...
  • Page 37: Solving Audio Problems

    Troubleshooting Without Diagnostics System. the Device Manager button. device and select Properties. sure “Enable digital CD audio for this CD-ROM device”...
  • Page 38 3. If the headphones have a mono For information on how to change the Audio Output Mode, see Appendix D, “Setting up Analog/Digital Audio Output.” www.hp.com program, click Sound, Speech and Audio Devices, then click Sounds and Audio Devices. remove the check mark from the box.
  • Page 39 The hard disk may be Before recording, make sure there is full. enough free space on the hard disk. You can also try recording the audio file in a compressed format. www.hp.com Troubleshooting Without Diagnostics for additional 2–23...
  • Page 40: Solving Printer Problems

    The printer may be out Check the paper tray and refill it if of paper. it is empty. Select online. www.hp.com for the application. MS-DOS command: DIR C:\ > [printer port] where [printer port] is the address of the printer being used.
  • Page 41: Solving Keyboard And Mouse Problems

    Num Lock light should not be on if you want to use the arrow keys. The Num Lock key can be disabled (or enabled) in Computer Setup. www.hp.com Troubleshooting Without Diagnostics click Start. Down Windows dialog box is displayed.
  • Page 42 Remove roller ball cover from the dirty. bottom of the mouse and clean it with a mouse cleaning kit available from most computer stores. www.hp.com the same time (or press the Windows logo key) to display the Start menu. to select Shut Down and then press the Enter key.
  • Page 43: Solving Hardware Installation Problems

    You can also use Computer Setup to reconfigure or disable devices to resolve the resource conflict. www.hp.com Troubleshooting Without Diagnostics 2–27...
  • Page 44 See Appendix A, “POST Error Messages” determine possible causes. issue, contact Customer Support. system. isolate the faulty module. with HP memory. on the system. Troubleshooting Guide...
  • Page 45: Solving Network Problems

    System cannot autosense the network. The cable is not securely connected. The cable is attached to the incorrect connector. www.hp.com Troubleshooting Without Diagnostics Solution Use the Network control application to enable Wake-on-LAN. See the Desktop Management Guide. Run Computer Setup and enable network controller.
  • Page 46 The network controller requires drivers. The expansion board installed is a network card (NIC) and conflicts with the embedded NIC. www.hp.com Solution Ensure that the cable and device at the other end are operating correctly. Under the Computer Setup Advanced menu, change the resource settings for the board.
  • Page 47 The network controller is not configured properly. Unprogrammed EEPROM. www.hp.com Troubleshooting Without Diagnostics Solution Reinstall the network drivers, using the Restore Plus! CD. Ensure that the cable is securely attached to the network connector...
  • Page 48: Solving Memory 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, HP does not support mixing ECC and non-ECC memory. Otherwise, the system will not boot the operating system.
  • Page 49: Solving Processor Problems

    2. Reseat the processor. www.hp.com Troubleshooting Without Diagnostics system. isolate the faulty module. with HP memory. computer is not blocked. connected and working properly (some fans only operate when needed). heatsink is installed properly. is present.
  • Page 50: Solving Cd-Rom And Dvd Problems

    Slowly pull the tray out from the drive until the tray is fully extended, then remove the disc. CD has been inserted Re-insert the CD with the label upside down. facing up. www.hp.com Troubleshooting Guide...
  • Page 51 Wrong or poor quality 1. Try using a slower speed when media type. 2. Verify that you are using the 3. Try a different brand of media. www.hp.com Troubleshooting Without Diagnostics or uninstall the device in question. Windows detect the CD or DVD driver.
  • Page 52: Solving Diskonkey Problems

    Verify that the Web browser is up properly. installed and set up to work with your ISP. Cable/ DSL modem is Plug in cable/DSL modem. You not plugged in. should see a “power” LED light on the front of the cable/DSL modem. www.hp.com Troubleshooting Guide...
  • Page 53 3. On the General tab, click the You must log on to your Log on to your ISP and launch the ISP before some desired program. programs will start. www.hp.com Troubleshooting Without Diagnostics Control Panel. Options. Delete Cookies button. Panel.
  • Page 54 5. Double-click Ports (COM & 6. Right-click the COM port your 7. Under Device status, verify 8. Under Device usage, verify 9. If there are further problems, www.hp.com Control Panel. click the Device Manager button. LPT). modem uses, then click Properties.
  • Page 55 4. In the Device Manager area, 5. Double-click Ports (COM & 6. Right-click the COM port your 7. Under Device status, verify 8. Under Device usage, verify 9. If there are further problems, www.hp.com Troubleshooting Without Diagnostics Panel. click the Device Manager button. LPT).
  • Page 56: Solving Software Problems

    Where available, run the 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. If you encounter software problems, see the applicable solutions listed in the following table.
  • Page 57: Contacting Customer Support

    ✎ 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. Troubleshooting Guide Troubleshooting Without Diagnostics www.hp.com. www.hp.com 2–41...
  • Page 58: Post Error Messages

    To establish the schedule, reconfigure the computer to the Full Boot Every x Days mode, using Computer Setup. ✎ For more information on Computer Setup, see the Computer Setup (F10) Utility Guide on the Documentation Library CD. Troubleshooting Guide www.hp.com A–1...
  • Page 59: Post Numeric Codes And Text Messages

    “Password Security and Resetting CMOS.”) 2. Remove expansion boards. 3. Replace the system board. 1. Clear CMOS. (See “Password Security and Resetting CMOS.”) 2. Remove expansion boards. 3. Replace the system board. www.hp.com Appendix B, Appendix B, Appendix B, Troubleshooting Guide...
  • Page 60 Windows utilities. 2. Make sure the memory module(s) are installed properly. 3. If third-party memory has been added, test using HP-only memory. 4. Verify proper memory module type. Reset system board jumpers to match processor and bus speeds (select models).
  • Page 61 1. Verify proper memory module type. 2. Try another memory socket. 3. Replace DIMM with a module conforming to the SPD standard. 1. Verify proper memory module type. 2. Try another memory socket. 3. Replace memory module if problem persists. www.hp.com Troubleshooting Guide...
  • Page 62 Reset the IRQ. Reset the IRQ. Reset the IRQ. 1. Remove any parallel port expansion cards. 2. Clear CMOS. (See “Password Security and Resetting CMOS.”) 3. Reconfigure card resources and/or run Computer Setup. www.hp.com POST Error Messages Appendix B, A–5...
  • Page 63 2. Replace CPU or chassis fan. 1. Run Computer Setup. 2. Check and/or replace cables. 3. Clear CMOS. (See “Password Security and Resetting CMOS.”) 4. Replace diskette drive. 5. Replace the system board. www.hp.com Appendix B, Appendix B, Troubleshooting Guide...
  • Page 64 “Password Security and Resetting CMOS.”) Replace system board if minimal graphics degrading is an issue. No action required. 1. Reconnect or replace hood locking mechanism. 2. Reseat or replace hood locking mechanism cable. www.hp.com POST Error Messages Appendix B, Appendix B, A–7...
  • Page 65 Computer Setup or Windows utilities. 1. Remove any serial port expansion cards. 2. Clear CMOS. (See “Password Security and Resetting CMOS.”) 3. Reconfigure card resources and/or run Computer Setup or Windows utilities. www.hp.com Appendix B, Appendix B, Troubleshooting Guide...
  • Page 66 Reset the IRQ. 1. Determine if hard drive is giving correct error message. Run the Drive Protection System test if available. 2. Apply firmware patch if applicable. (Visit www.hp.com/support) 3. Back up contents and replace hard drive. www.hp.com POST Error Messages Appendix B, A–9...
  • Page 67 2. Verify processor speed selection. 3. Replace the processor. 4. Replace the system board. Upgrade BIOS to proper version. Run Computer Setup and save the MBR of the current bootable disk. www.hp.com Appendix B, Troubleshooting Guide...
  • Page 68 SP5572.EXE (SNZERO.EXE). 2. Run Computer Setup and try to enter serial number under Security, System ID, then save changes. Replace the memory module. Run Computer Setup and Diagnostic utilities. www.hp.com POST Error Messages www.hp.com and run A–11...
  • Page 69: Post Diagnostic Front Panel Leds And Audible Codes

    LED flashes four times, once per second. A–12 Possible Cause Recommended Action Computer on. None Computer in None Suspend to RAM mode (select models only) or normal Suspend mode. Computer in None Suspend to Disk or “Hibernate” mode. www.hp.com Troubleshooting Guide...
  • Page 70 5. Contact an authorized reseller or service provider. Processor not 1. Check to see that the processor is installed (not an present. indicator of bad 2. Reseat the processor. processor). www.hp.com POST Error Messages A–13...
  • Page 71 5. Replace the system board. Pre-video memory 1. Reseat DIMMs. Power on the error system. 2. Replace DIMMs one at a time to isolate the faulty module. 3. Replace third-party memory with HP memory. 4. Replace the system board. www.hp.com Troubleshooting Guide...
  • Page 72 (ROM detected failure prior to video). Invalid ROM based 1. Reflash the ROM using a ROMPaq on bad checksum. diskette. See the “ROM Flash” section of the Desktop Management Guide. 2. Replace the system board. www.hp.com POST Error Messages A–15...
  • Page 73 If it is turned on, then replace the power button harness. 5. If the 3.3 V_aux light on the system board is not turned on, then replace the power supply. 6. Replace the system board. www.hp.com Troubleshooting Guide...
  • Page 74: Password Security And Resetting Cmos

    CMOS settings before resetting them in case they are needed later. Back up is easily done through Computer Setup. See the Computer Setup (F10) Utility Guide for information on backing up the CMOS settings. Troubleshooting Guide Resetting the password jumper Using the Clear CMOS button www.hp.com B–1...
  • Page 75: Resetting The Password Jumper

    7. Reconnect the external equipment. B–2 computer and any external devices, and disconnect the power cord from the power outlet. connected to the computer. pin 1 or 2, but not both, so that it does not get lost. www.hp.com Troubleshooting Guide...
  • Page 76: Clearing And Resetting The Cmos

    Establish the new passwords in Computer Setup. Refer to the Computer Setup (F10) Utility Guide on the Documentation Library CD for Computer Setup instructions. the power cord from the power outlet. equipment connected to the computer. www.hp.com Password Security and Resetting CMOS B–3...
  • Page 77 The CMOS button will not clear CMOS if the power cord is connected. CMOS button ✎ For assistance locating the CMOS button and other system board components, see the Illustrated Parts Map (IPM) for that particular system. 5. Replace the computer cover or access panel. B–4 www.hp.com Troubleshooting Guide...
  • Page 78: Using Computer Setup To Reset Cmos

    You will need to reset your passwords and any special system setups along with the date and time. See the Desktop Management Guide for further instructions on reestablishing passwords. For instructions on Computer Setup, see the Computer Setup (F10) Utility Guide.
  • Page 79: C Drive Protection System (Dps)

    Use DPS when you suspect a hard drive problem. If the computer reports a SMART Hard Drive Detect Imminent Failure message, there is no need to run DPS; instead, back up the information on the hard drive and contact a service provider for a replacement hard drive. Troubleshooting Guide www.hp.com C–1...
  • Page 80: Accessing Dps Through Diagnostics For Windows

    A choice of two test modes is offered: Interactive Mode and Unattended Mode. Test > Begin Testing. Test Succeeded. Completion Code 0. Test Aborted. Completion Code 1 or 2. Test Failed. Drive Replacement Recommended. Completion Code 3 through 14. www.hp.com Troubleshooting Guide...
  • Page 81: Accessing Dps Through Computer Setup

    The screen will display the list of DPS-capable hard drives that are installed on the computer. complete the testing process. Test Succeeded. Completion Code 0. Test Aborted. Completion Code 1 or 2. Test Failed. Drive Replacement Recommended. Completion Code 3 through 14. www.hp.com Drive Protection System (DPS) C–3...
  • Page 82: D Setting Up Analog/Digital Audio Output

    6. Click OK to close the Properties panel. 7. Close the System Properties panel. 8. Close the Control Panel. Troubleshooting Guide System icon to open the System Properties panel. to expand it. panel. Mode to the desired setting. www.hp.com D–1...
  • Page 83: Microsoft Windows Xp

    7. Highlight the appropriate driver by clicking it. 8. Click Properties. 9. Click Settings. 10. Change the Output Mode to the desired setting. 11. Click OK to close the Properties panel. 12. Close the Control Panel. D–2 Speech, and Audio Devices icon. www.hp.com Troubleshooting Guide...
  • Page 84 2–5 helpful hints 2–3 jumper settings 2–14 keyboard error code A–5 solving problems 2–25 testing 2–3 LEDs blinking power A–12 blinking PS/2 keyboard A–12 memory error codes A–3 solving problems 2–32 MIDI port A–9 www.hp.com Index A–4 Index–1...
  • Page 85 CMOS B–1 password jumper B–1 RTC battery A–3 security password B–1 serial port A–8 setup password B–1 SMART Hard Drive A–9 software problems 2–40 software, protecting and restoring 1–12 system board, error codes A–2 Wake-on-LAN feature 2–29 www.hp.com A–8 Troubleshooting Guide...