HP Compaq dc5750 MT Troubleshooting Manual
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HP Compaq dc5750 MT Troubleshooting Manual

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Troubleshooting Guide - dc5750 Models
HP Compaq Business PCs

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  • Page 1 Troubleshooting Guide - dc5750 Models HP Compaq Business PCs...
  • Page 2 Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. This document contains proprietary information that is protected by copyright.

  • Page 3: About This Book

    About This Book WARNING! 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. NOTE Text set off in this manner provides important supplemental information. ENWW Text set off in this manner indicates that failure to follow directions could result in...
  • Page 4 About This Book ENWW...

  • Page 5: Table Of Contents

    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 ... 5 Protecting the Software ... 5 Restoring the Software ... 6 2 Troubleshooting Without Diagnostics Safety and Comfort ...
  • Page 6 Interpreting POST Diagnostic Front Panel LEDs and Audible Codes ... 56 Appendix B Password Security and Resetting CMOS Resetting the Password Jumper ... 60 Clearing and Resetting the CMOS ... 61 Using Computer Setup to Reset CMOS ... 61 Using the CMOS Switch to Reset CMOS ... 61 Appendix C Drive Protection System (DPS) Accessing DPS Through Computer Setup ...

  • Page 7: Computer Diagnostic Features

    The information in each screen of the utility can be saved as an html file and stored on a diskette or USB HP Drive Key. Use HP Insight Diagnostics to determine if all the devices installed on the computer are recognized by the system and functioning properly. Running tests is optional but recommended after installing or connecting a new device.

  • Page 8: Survey Tab

    It is recommended that you accept the assigned default keyboard for your language unless you want to test your specific keyboard. In the End User License Agreement page, click Agree if you agree with the terms. The HP Insight Diagnostics utility launches with the Survey tab displayed.

  • Page 9: Status Tab

    After testing has completed, the Cancel Testing button is replaced with a Retest button. The Retest button will retest the last set of tests executed. This enables you to re-run the set of tests without having to re-enter the data in the Test tab. ENWW HP Insight Diagnostics...

  • Page 10: Log Tab

    You can save the information displayed in the HP Insight Diagnostics Survey and Log tabs to a diskette or a USB 2.0 HP Drive Key (64MB or higher). You can not save to the hard drive. The system will Chapter 1 Computer Diagnostic Features...

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

    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.

  • Page 12: Restoring The Software

    Restoring the Software The HP Backup and Recovery Manager is an easy-to-use, versatile application that is pre-loaded on each system and allows you to: ● create Recovery Points to back up the entire system incrementally ● back up the entire hard drive in a single archive ●...

  • Page 13: Troubleshooting Without Diagnostics

    If you recently installed new software, uninstall the software and see if the computer functions properly. ENWW Misuse of the computer or failure to establish a safe and comfortable work Computer Diagnostic Features POST Error Messages. http://www.hp.com/ for more information. POST Error Safety and Comfort...

  • Page 14: Helpful Hints

    Remove any software that was recently installed. ● Restore the system to a Recovery Point created in HP Backup and Recovery Manager or run the Restore Plus! CD. For more information on using HP Backup and Recovery Manager, refer to the HP Backup and Recovery Manager User Guide by selecting Start >...
  • Page 15 ● Turn up the brightness and contrast controls of the monitor if the monitor is dim. ● Press and hold any key. If the system beeps, then the keyboard should be operating correctly. ● Check all cable connections for loose connections or incorrect connections. ●...

  • 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! to the system board.
  • Page 17 Table 2-1 Solving General Problems (continued) Cursor will not move using the arrow keys on the keypad. Cause Num Lock key may be on. There is no sound or sound volume is too low. Cause System volume may be set low or muted. The audio device may be connected to the wrong jack on the rear of the computer or the jack has been retasked to perform a different function.
  • Page 18 Table 2-1 Solving General Problems (continued) Poor performance is experienced. Cause Too many applications running. Some software applications, especially games, are stressful on the graphics subsystem Cause unknown. Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two second pause, and the computer beeps two times.
  • 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 System unable to power on. ENWW Solution Press and hold the power button for less than 4 seconds. If the hard drive LED turns green, then: Check that the voltage selector, located on the rear of the power supply on some models, is set to the appropriate...

  • 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 Voltage selector switch on rear of computer chassis (some models) not switched to correct line voltage (115V or 230V). Power supply will not turn on because of internal power supply fault.

  • 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 Table 2-3 Solving Diskette Problems Diskette drive light stays on.
  • Page 22 Table 2-3 Solving Diskette Problems (continued) Cannot format diskette. Cause Invalid media reported. Disk may be write-protected. Legacy diskette writes are disabled in Computer Setup. A problem has occurred with a disk transaction. Cause The directory structure is bad, or there is a problem with a file. In Windows XP, right-click Start, click Explore, and select a Diskette drive cannot read a diskette.
  • Page 23 Table 2-3 Solving Diskette Problems (continued) Cannot Boot to Diskette. Cause Network server mode is enabled in Computer Setup. ENWW Solution NOTE Both steps should be used as the Removable Media Boot function in Computer Setup overrides the Boot Order enable command. 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 Hard disk has bad sectors or has failed. Disk transaction problem. Cause Either the directory structure is bad or there is a problem with a file. Drive not found (identified).
  • Page 25 If FAT32 formatting, the hard drive cannot be accessed. Install system files for the appropriate operating system. Restore the system to a recovery point in HP Backup and Recovery Manager. Refer to the HP Backup and Recovery Manager User Guide in the Windows Start menu for more information.

  • Page 26: 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. Cause By default, Windows XP will format any media card with a capacity greater than 32MB with the FAT32 format.
  • Page 27 Cause The media card reader is connected to the computer via the PCI card, which is not supported on the HP Desktop BIOS. After installing the media card reader, the front USB ports on the computer do not work. Cause The USB cable for the front USB ports was disconnected so that the system board connector could be used for the reader.

  • Page 28: Solving Display Problems

    Reflash the system ROM with the latest BIOS image. See the “Boot Block Emergency Recovery Mode” section of the Desktop Management Guide on the Documentation and Diagnostics CD for more information. Be sure that the monitor can accept the same horizontal scan rate as the resolution chosen.
  • Page 29 ENWW Solution Reseat DIMMs. Power on the system. Replace DIMMs one at a time to isolate the faulty module. Replace third-party memory with HP memory. Replace the system board. Solution For systems with a graphics card: Reseat the graphics card. Power on the system.
  • Page 30 Table 2-6 Solving Display Problems (continued) Blurry video or requested resolution cannot be set. Cause If the graphics controller was upgraded, the correct graphics drivers may not be loaded. Monitor is not capable of displaying requested resolution. Graphics card is bad. The picture is broken up, rolls, jitters, or flashes.
  • Page 31 To download a SoftPaq that will assist you with the synchronization, go to the following Web site, select the appropriate monitor, and download either SP32347 or SP32202: http://www.hp.com/support Reseat the graphics card. Replace the graphics card. Solution symbol.

  • Page 32: 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 Processor resources are being used by other open applications.
  • Page 33 Table 2-7 Solving Audio Problems (continued) Sound does not come out of the speaker or headphones. Cause Headphones or devices connected to the line-out connector mute the internal speaker. Volume is muted. Computer is in standby mode. Sound from headphones is not clear or muffled. Cause Headphones are plugged into the rear audio output connector.

  • Page 34: 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 Printer is not turned on and online. The correct printer drivers for the application are not installed.

  • Page 35: Solving Keyboard And Mouse Problems

    Mouse connector is not properly plugged into the back of the computer. ENWW Solution On the Windows Desktop, click Start. Click Shut Down. The Shut Down Windows dialog box is displayed. Select Shut down. After the shutdown is complete, reconnect the keyboard to the back of the computer and restart the computer.
  • Page 36 Table 2-10 Solving Mouse Problems (continued) Mouse does not respond to movement or is too slow. Cause Program in use has stopped responding to commands. Mouse may need cleaning. Mouse may need repair. Wireless device error. Computer is in standby mode. Mouse will only move vertically, horizontally, or movement is jerky.

  • Page 37: 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 XP 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 38 DIMM module. Reseat DIMMs. Power on the system. Replace DIMMs one at a time to isolate the faulty module. Replace third-party memory with HP memory. Replace the system board. Solution For systems with a graphics card: Reseat the graphics card.

  • Page 39: 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 Wake-on-LAN is not enabled.
  • Page 40 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 Network driver is not properly loaded. System cannot autosense the network. Diagnostics reports a failure. Cause The cable is not securely connected.
  • Page 41 Cause Unprogrammed EEPROM. ENWW Solution Download the network drivers from http://www.hp.com reinstall them. 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. Contact an authorized service provider.

  • Page 42: Solving Memory Problems

    DIMMs or the system board, you must unplug the computer power cord before attempting to reseat, install, or remove a DIMM module. For those systems that support ECC memory, HP does not support mixing ECC and non-ECC memory. Otherwise, the computer will not boot the operating system.
  • Page 43 Cause Memory is installed incorrectly or is bad. ENWW Solution Reseat DIMMs. Power on the system. Replace DIMMs one at a time to isolate the faulty module. Replace third-party memory with HP memory. Replace the system board. Solving Memory Problems...

  • Page 44: 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 Processor is hot. Power LED flashes Red three times, once every second, followed by a two second pause. Cause Processor is not seated properly or not installed.

  • Page 45: 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 46 Table 2-15 Solving CD-ROM and DVD Problems (continued) Movie will not play in the DVD drive. Cause Movie may be regionalized for a different country. Decoder software is not installed. Damaged media. Movie rating locked out by parental lock. Media installed upside down. Cannot eject compact disc (tray-load unit).
  • Page 47 USDT computer boots too slow after removing a CD-ROM or DVD drive. Cause The system is searching for the drive during boot because the drive cable is still attached to the system board. ENWW Solution Disconnect the drive cable from the system board. Solving CD-ROM and DVD Problems...

  • 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 XP. Cause 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 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 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 ENWW Solution Windows XP Select Start > Control Panel. Double-click System. Click the Hardware tab. In the Device Manager area, click the Device Manager button.

  • Page 52: Solving Software Problems

    If you have installed an operating system other than the factory-installed operating system, check to be sure it is supported on the system. NOTE HP Backup and Recovery Manager can be used to restore the software to a recovery point or to restore the system to its factory configuration. Refer to information.

  • 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.
  • Page 54 Chapter 2 Troubleshooting Without Diagnostics ENWW...

  • Page 55: 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 56: 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 57 Run Computer Setup or Windows utilities. Make sure the memory module(s) are installed properly. If third-party memory has been added, test using HP-only memory. Verify proper memory module type. Run Computer Setup or Windows utilities. Ensure memory modules are correctly installed.
  • Page 58 Table A-1 Numeric Codes and Text Messages (continued) Control panel message 301-Keyboard Error 303-Keyboard Controller Error 304-Keyboard or System Unit Error 404-Parallel Port Address Conflict Detected 410-Audio Interrupt Conflict 411-Network Interface Card Interrupt Conflict IRQ address conflicts with another device. 501-Display Adapter Failure 510-Flash Screen Image Corrupted 511-CPU, CPUA, or CPUB Fan not Detected CPU fan is not connected or may have...
  • Page 59 Table A-1 Numeric Codes and Text Messages (continued) Control panel message 512-Chassis, Rear Chassis, or Front Chassis Fan not Detected 514-CPU or Chassis Fan not Detected 601-Diskette Controller Error 605-Diskette Drive Type Error 610-External Storage Device Failure 611-Primary Floppy Port Address Assignment Conflict 660-Display cache is detected unreliable 912-Computer Cover Has Been Removed...
  • Page 60 Drive Protection System test under Storage > DPS Self-test. Apply hard drive firmware patch if applicable. (Available at http://www.hp.com/support.) Back up contents and replace hard drive. For one device, use SATA 0. For two devices, use SATA 0 and SATA 1. For three devices, use SATA 0, SATA 1, and SATA 3.
  • Page 61 Run Computer Setup. If Setup already has data in the field or will not allow the serial number to be entered, download the executable file from http://www.hp.com. Run Computer Setup and try to enter serial number under Security, System ID, then save changes.

  • Page 62: 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! to the system board.
  • Page 63 DIMM module. Reseat DIMMs. Replace DIMMs one at a time to isolate the faulty module. Replace third-party memory with HP memory. Replace the system board. For systems with a graphics card: Reseat the graphics card.
  • Page 64 Table A-2 Diagnostic Front Panel LEDs and Audible Codes (continued) Activity Red Power LED flashes nine times, once every second, followed by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved. Red Power LED flashes ten times, once every second, followed by a two second pause.

  • Page 65: Appendix 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 66: Resetting The Password Jumper

    Computer Setup (F10) Utility Guide on the Documentation and Diagnostics CD for Computer Setup instructions. Appendix B Password Security and Resetting CMOS To reduce the risk of personal injury from electrical shock and/or hot surfaces, When the computer is plugged in, the power supply always has voltage applied http://www.hp.com/ ENWW...

  • Page 67: Clearing And Resetting The Cmos

    Defaults and Exit from the File menu. This resets the soft settings that include boot sequence order and other factory settings. It will not, however, force hardware rediscovery. See the Desktop Management Guide on the Documentation and Diagnostics CD for further instructions on reestablishing passwords. For instructions on Computer Setup, see the Computer Setup (F10) Utility Guide on the Documentation and Diagnostics CD.
  • Page 68 CAUTION important to back up the computer 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 on the Documentation and Diagnostics CD for information on backing up the CMOS settings.

  • Page 69: 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 70: 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 NOTE If you do not press the computer off, then on again, to access the utility.

  • Page 71: Index

    Index audible codes 56 audio problems 26 Backup and Recovery Manager 6 beep codes 56 boot problems 41 booting options Full Boot 49 Quick Boot 49 CD-ROM or DVD problems 39 CMOS backing up 59 clearing and resetting 61 Customer Support 7, 47 diagnostics utility 1 diskette problems 15 Drive Key problems 42...
  • Page 72 Index ENWW...

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