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HP Compaq dc7800 USDT Troubleshooting Manual

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Troubleshooting Guide
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  Summary of Contents for HP Compaq dc7800 USDT

  • Page 1 Troubleshooting Guide 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! 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

    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 HP Backup and Recovery Manager ... 6 2 Troubleshooting Without Diagnostics Safety and Comfort ...
  • Page 6 Resetting the Password Jumper ... 59 Clearing and Resetting the CMOS ... 60 Appendix C Drive Protection System (DPS) Accessing DPS Through Computer Setup ... 63 Index ... 64 ENWW...
  • Page 7: Computer Diagnostic Features

    Third party devices may not be detected by HP Insight Diagnostics. Accessing HP Insight Diagnostics To access HP Insight Diagnostics, you must create a Recovery Disc Set then boot to the CD containing the utility. It can also be downloaded from http://www.hp.com. See...
  • 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: Test 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: Hp Backup And Recovery Manager

    Manager Manual. NOTE: You can order a Recovery Disc Set from HP by calling the HP support center. Go to the following Web site, select your region, and click the Technical support after you buy link under the Call HP heading to obtain the support center telephone number for your region.
  • Page 13: Troubleshooting Without Diagnostics

    Boot the computer to the Safe Mode to see if it will boot without all of the drivers loaded. When booting the operating system, use “Last Known Configuration.” ENWW POST Error Messages on page Computer Diagnostic Features on page 1 for more information. http://www.hp.com/ for more POST Error Safety and Comfort...
  • Page 14: Helpful Hints

    ● Refer to the following 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.
  • Page 15 restart if automatic start on power loss is set in Computer Setup. If it does not restart, press the power button to start the computer. ● Reconfigure the computer after installing a non–plug and play expansion board or other option. Solving Hardware Installation Problems on page 32 ●...
  • 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 Unlock the Smart Cover Lock using Computer Setup. 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.
  • Page 18 Table 2-1 Solving General Problems (continued) Poor performance is experienced. Cause 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 ENWW Solution If the 5V_aux light on the system board is off, then replace the power supply. Replace the system board.
  • Page 20: Solving Power Problems

    Replace the power supply. Replace the system board. The USDT power supply adapter must be at 135W and use the Smart ID technology before the system will power up. Replace the power supply adapter with the HP-supplied USDT power supply adapter. ENWW...
  • 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 Microsoft Windows XP, right-click Start, click Explore, and 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. Removable media boot has been disabled in Computer Setup. Run Computer Setup and enable Removable Media Boot in ENWW Solution NOTE: Both steps should be used as the Removable Media Boot function in Computer Setup overrides the Boot Order enable command.
  • 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 Table 2-4 Solving Hard Drive Problems (continued) Nonsystem disk/NTLDR missing message. Cause The system is trying to start from the hard drive but the hard drive may have been damaged. System files missing or not properly installed. Hard drive boot has been disabled in Computer Setup. Bootable hard drive is not attached as first in a multi-hard drive configuration.
  • Page 26 If this does not solve the problem, turn off the computer, remove the carrier, and check to see if the connector on the hard drive is properly seated in the carrier. Solution Shut down the computer and contact HP for a replacement enclosure. ENWW...
  • Page 27: Solving Media Card Reader Problems

    Solving Media Card Reader Problems Table 2-5 Solving Media Card Reader Problems Media card will not work in a digital camera after formatting it in Microsoft Windows XP or Microsoft Windows Vista. Cause By default, Windows XP and Windows Vista will format any media card with a capacity greater than 32MB with the FAT32 format.
  • Page 28 Table 2-5 Solving Media Card Reader Problems (continued) After inserting a media card in the reader, the computer attempts to boot from the media card. Cause The inserted media card has boot capability. Chapter 2 Troubleshooting Without Diagnostics Solution If you do not want to boot from the media card, remove it during boot or do not select the option to boot from the inserted media card during the boot process.
  • Page 29: Solving Display Problems

    Reflash the system ROM with the latest BIOS image. See the “Boot Block Emergency Recovery Mode” section of the Desktop Management Guide for more information Be sure that the monitor can accept the same horizontal scan rate as the resolution chosen.
  • Page 30 Monitor is not capable of displaying requested resolution. Graphics card is bad. Chapter 2 Troubleshooting Without Diagnostics Solution 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 31 Table 2-6 Solving Display Problems (continued) The picture is broken up, rolls, jitters, or flashes. Cause The monitor connections may be incomplete or the monitor may be incorrectly adjusted. Monitor needs to be degaussed. Image is not centered. Cause Position may need adjustment. “No Connection, Check Signal Cable”...
  • Page 32 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 33: Solving Audio Problems

    Solving Audio Problems If the computer has audio features and you encounter audio problems, see the common causes and solutions listed in the following table. Table 2-7 Solving Audio Problems Sound cuts in and out. Cause Processor resources are being used by other open applications.
  • Page 34 Table 2-7 Solving Audio Problems (continued) Sound does not come out of the speaker or headphones. Cause Computer is in standby mode. Internal speaker is disabled in Computer Setup. Sound from headphones is not clear or muffled. Cause Headphones are plugged into the rear audio output connector. The rear audio output connector is for powered audio devices and is not designed for headphone use.
  • Page 35: Solving Printer Problems

    Solving Printer Problems If you encounter printer problems, see the documentation that came with the printer and to the common causes and solutions listed in the following table. Table 2-8 Solving Printer Problems Printer will not print. Cause Printer is not turned on and online. The correct printer drivers for the application are not installed.
  • Page 36: Solving Keyboard And Mouse Problems

    Program in use has stopped responding to commands. Chapter 2 Troubleshooting Without Diagnostics Solution On the Windows XP Desktop, click Start > Shut Down. On the Windows Vista Desktop, click Start, click the arrow on the lower right corner of the Start menu, then select Shut Down.
  • Page 37 Table 2-10 Solving Mouse Problems (continued) Mouse does not respond to movement or is too slow. Cause 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. Cause Mouse roller ball or the rotating encoder shafts that make contact with the ball are dirty.
  • Page 38: Solving Hardware Installation Problems

    Solving Hardware Installation Problems You may need to reconfigure the computer when you add or remove hardware, such as an additional drive or expansion card. If you install a plug and play device, Windows automatically recognizes the device and configures the computer. If you install a non–plug and play device, you must reconfigure the computer after completing installation of the new hardware.
  • Page 39 Reseat DIMMs. Power on the system. Replace DIMMs one at a time to isolate the faulty module. NOTE: DIMM 1 must always be installed. Replace third-party memory with HP memory. Replace the system board. Solution For systems with a graphics card: Reseat the graphics card.
  • Page 40: Solving Network Problems

    Solving Network Problems Some common causes and solutions for network problems are listed in the following table. These guidelines do not discuss the process of debugging the network cabling. Table 2-12 Solving Network Problems Wake-on-LAN feature is not functioning. Cause Wake-on-LAN is not enabled.
  • Page 41 Table 2-12 Solving Network Problems (continued) Network status link light never flashes. NOTE: The network status light is supposed to flash when there is network activity. Cause Network controller is not set up properly. Network controller is disabled. Network driver is not properly loaded. System cannot autosense the network.
  • Page 42 Table 2-12 Solving Network Problems (continued) Network controller stops working without apparent cause. Cause The files containing the network drivers are corrupted. The cable is not securely connected. The network controller is defective. New network card will not boot. Cause New network card may be defective or may not meet industry- standard specifications.
  • Page 43: Solving Memory Problems

    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 44 Memory is installed incorrectly or is bad. Chapter 2 Troubleshooting Without Diagnostics 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. ENWW...
  • Page 45: Solving Processor Problems

    Solving Processor Problems If you encounter processor problems, common causes and solutions are listed in the following table. Table 2-14 Solving Processor Problems Poor performance is experienced. Cause 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 46: Solving Cd-Rom And Dvd Problems

    Solving CD-ROM and DVD Problems If you encounter CD-ROM or DVD problems, see the common causes and solutions listed in the following table or to the documentation that came with the optional device. Table 2-15 Solving CD-ROM and DVD Problems System will not boot from CD-ROM or DVD drive.
  • Page 47 Table 2-15 Solving CD-ROM and DVD Problems (continued) Movie will not play in the DVD drive. Cause Damaged media. Movie rating locked out by parental lock. Media installed upside down. Cannot eject compact disc (tray-load unit). Cause Disc not properly seated in the drive. CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW drive cannot read a disc or takes too long to start.
  • Page 48: Solving Drive Key Problems

    Solving Drive Key Problems If you encounter Drive Key problems, common causes and solutions are listed in the following table. Table 2-16 Solving Drive Key Problems USB Drive Key is not seen as a drive letter in Windows. Cause The drive letter after the last physical drive is not available. USB Drive Key not found (identified).
  • 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 encounter software problems, see the applicable solutions listed in the following table. Table 2-19 Solving Software Problems Computer will not continue and no HP logo screen has appeared. Cause POST error has occurred. Computer will not continue after HP logo screen has appeared.
  • 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: Appendix A Post Error Messages

    POST Error Messages This appendix lists the error codes, error messages, and the various indicator light and audible sequences that you may encounter during Power-On Self-Test (POST) or computer restart, the probable source of the problem, and steps you can take to resolve the error condition. POST Message Disabled suppresses most system messages during POST, such as memory count and non-error text messages.
  • Page 55: Post Numeric Codes And Text Messages

    POST Numeric Codes and Text Messages This section covers those POST errors that have numeric codes associated with them. The section also includes some text messages that may be encountered during POST. NOTE: The computer will beep once after a POST text message is displayed on the screen. Table A-1 Numeric Codes and Text Messages Control panel message...
  • Page 56 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 57 Table A-1 Numeric Codes and Text Messages (continued) Control panel message 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 512-Chassis, Rear Chassis, or Front Chassis Fan not Detected...
  • Page 58 Table A-1 Numeric Codes and Text Messages (continued) Control panel message 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 Since Last System Startup 917-Front Audio Not Connected 918-Front USB Not Connected 921-Device in PCI Express slot failed to initialize...
  • Page 59 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. Ensure SATA connectors are used in ascending order. For one device, use SATA 0.
  • Page 60 Table A-1 Numeric Codes and Text Messages (continued) Control panel message 2203-Setup error during MEBx execution 2204-Inventory error during MEBx execution BIOS information passed to the MEBx 2205-Interface error during MEBx execution 2211-Memory not configured correctly for proper MEBx execution. Invalid Electronic Serial Number Network Server Mode Active and No Keyboard Attached...
  • Page 61: Interpreting Post Diagnostic Front Panel Leds And Audible Codes

    Interpreting POST Diagnostic Front Panel LEDs and Audible Codes This section covers the front panel LED codes as well as the audible codes that may occur before or during POST that do not necessarily have an error code or text message associated with them. WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system board.
  • Page 62 The USDT power supply adapter must be at 135W and use the Smart ID technology before the system will power up. Replace the power supply adapter with the HP-supplied USDT power supply adapter. CAUTION: To avoid damage to the DIMMs or...
  • Page 63 Table A-2 Diagnostic Front Panel LEDs and Audible Codes (continued) Activity Red Power LED flashes ten 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 eleven times, once every second, followed by a two second pause.
  • Page 64 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 65: Resetting The Password Jumper

    Illustrated Parts Map (IPM) for that particular system. The IPM can be downloaded from http://www.hp.com/support. Remove the jumper from pins 1 and 2. Place the jumper on either pin 1 or 2, but not both, so that it does not get lost.
  • Page 66: Clearing And Resetting The Cmos

    Clearing and Resetting the CMOS The computer’s configuration memory (CMOS) stores information about the computer’s configuration. The CMOS button resets CMOS but does not clear the power-on and setup passwords. Clearing CMOS will clear the Active Management Technology (AMT) settings in the Management Engine BIOS Extension (MEBx), including the password.
  • Page 67 Locate, press, and hold the CMOS button in for five seconds. NOTE: Make sure you have disconnected the AC power cord from the wall outlet. The CMOS button will not clear CMOS if the power cord is connected. Figure B-1 CMOS button NOTE: For assistance locating the CMOS button and other system board components, see the...
  • Page 68: 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 69: 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 70: Index

    Index access panel, locked 11 audible codes 55 audio problems 27 beep codes 55 boot problems 41 booting options Full Boot 48 Quick Boot 48 CD-ROM or DVD problems 40 CMOS backing up 58 clearing and resetting 60 Customer Support 7, 47 diagnostics utility 1 diskette problems 15 Drive Key problems 42...

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