HP Elite 7000 Microtower Troubleshooting Manual
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HP Elite 7000 Microtower Troubleshooting Manual

Hp elite 7000 microtower: user guide
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Troubleshooting Guide

HP Elite 7000 MT Series PCs

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Summary of Contents for HP Elite 7000 Microtower

  • Page 1: Troubleshooting Guide

    Troubleshooting Guide HP Elite 7000 MT Series 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

    History Tab ... 3 Errors Tab ... 4 Help Tab ... 4 Saving and Printing Information in HP Vision Field Diagnostics ... 5 Downloading the Latest Version of HP Vision Field Diagnostics ... 5 Protecting the Software ... 5 2 Troubleshooting Without Diagnostics Safety and Comfort ...
  • Page 6 Index ... 43 ENWW...

  • Page 7: Computer Diagnostic Features

    Third party devices may not be detected by HP Vision Field Diagnostics. Accessing HP Vision Field Diagnostics To access HP Vision Field Diagnostics, you must create a Recovery Disc Set then boot to the CD containing the utility. It can also be downloaded from installed to a USB flash drive.

  • Page 8: Survey Tab

    If running HP Vision Field Diagnostics, select the appropriate language and click Continue. In the End User License Agreement page, select Agree if you agree with the terms. The HP Vision Field Diagnostics utility launches with the Survey tab displayed.

  • Page 9: Status Tab

    Memory can not be tested from within the HP Vision Field Diagnostics application. To test the memory in your computer, you must exit HP Vision Field Diagnostics, boot to either the CD or USB flash drive and select HP Memory Test from the boot menu.

  • Page 10: Errors Tab

    The Help tab contains a Vision Help section, and a Test Components section. This tab includes search and index features. You may also review the HP End User License Agreement (EULA), as well as the HP Vision Field Diagnostic application version information on this tab.

  • Page 11: Saving And Printing Information In Hp Vision Field Diagnostics

    Print the desired information from the storage device used to save it. NOTE: To exit HP Vision Field Diagnostics, click the Exit Diagnostics button at the bottom of the screen. Be sure to remove the USB flash drive or CD from the optical drive.

  • Page 12: Troubleshooting Without Diagnostics

    Refer to Helpful Hints on page 7 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 13: Helpful Hints

    Access the Business Support Center (BSC) at support information, software and drivers, proactive notification, and worldwide community of peers and HP experts. If it becomes necessary to call for technical assistance, be prepared to do the following to ensure that your service call is handled properly: ●...
  • Page 14 ● If you have installed an operating system other than the factory-installed operating system, check to be sure that it is supported on the system. ● If the system has multiple video sources (embedded, PCI, or PCI-Express adapters) installed (embedded video on some models only) and a single monitor, the monitor must be plugged into the monitor connector on the source selected as the primary VGA adapter.

  • Page 15: 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 16 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 17 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. System does not power on. Cause System unable to power on. ENWW Solution Lower the display resolution for the current application or consult the documentation that came with the application for suggestions on how to improve performance by adjusting parameters in the application.

  • Page 18: 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 19: Solving Hard Drive Problems

    Solving Hard Drive Problems Table 2-3 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 20: Solving Media Card Reader Problems

    Table 2-3 Solving Hard Drive Problems (continued) Computer seems to be locked up. Cause Program in use has stopped responding to commands. Solving Media Card Reader Problems Table 2-4 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...
  • Page 21 Table 2-4 Solving Media Card Reader Problems (continued) Do not know how to remove a media card correctly. Cause The computer’s software is used to safely eject the card. After installing the media card reader and booting to Windows, the reader and the inserted cards are not recognized by the computer.

  • Page 22: Solving Display Problems

    PCI Express x16 slot. 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 23 Table 2-5 Solving Display Problems (continued) Blank screen and the computer emits two short beeps then one long beep followed by a three second pause. Cause Pre-video graphics error. Monitor does not function properly when used with energy saver features. Cause Monitor without energy saver capabilities is being used with energy saver features enabled.
  • Page 24 Table 2-5 Solving Display Problems (continued) Image is not centered. Cause Position may need adjustment. “No Connection, Check Signal Cable” displays on screen. Cause Monitor video cable is disconnected. “Out of Range” displays on screen. Cause Video resolution and refresh rate are set higher than what the monitor supports.
  • Page 25 Table 2-5 Solving Display Problems (continued) Fuzzy focus; streaking, ghosting, or shadowing effects; horizontal scrolling lines; faint vertical bars; or unable to center the picture on the screen (flat panel monitors using an analog VGA input connection only). Cause Flat panel monitor’s internal digital conversion circuits may be unable to correctly interpret the output synchronization of the graphics card.

  • Page 26: 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 2-6 Solving Audio Problems Sound cuts in and out. Cause Processor resources are being used by other open applications.
  • Page 27 Table 2-6 Solving Audio Problems (continued) 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. Computer appears to be locked up while recording audio.

  • Page 28: Solving Printer Problems

    Solving Printer Problems If you encounter printer problems, see the documentation that came with the printer and the common causes and solutions listed in the following table. Table 2-7 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 29: Solving Keyboard And Mouse Problems

    Computer is in standby mode. ENWW 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 30 Table 2-9 Solving Mouse Problems (continued) Mouse does not respond to movement or is too slow. Cause 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. Chapter 2 Troubleshooting Without Diagnostics Solution CAUTION:...

  • Page 31: 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 32 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 33: 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 2-11 Solving Network Problems Wake-on-LAN feature is not functioning. Cause Wake-on-LAN is not enabled.
  • Page 34 Table 2-11 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 No active network is detected. Network controller is not set up properly. Network controller is disabled. Network driver is not properly loaded.
  • Page 35 Table 2-11 Solving Network Problems (continued) New network card will not boot. Cause New network card may be defective or may not meet industry- standard specifications. Cannot connect to network server when attempting Remote System Installation. Cause The network controller is not configured properly. System setup utility reports unprogrammed EEPROM.

  • Page 36: Solving Memory Problems

    DIMMs or the system board, you must unplug the computer power cord before attempting to reseat, install, or remove a DIMM. 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 37 Table 2-12 Solving Memory Problems (continued) The computer emits one short beep then one long beep followed by a three second pause. Cause ENWW Solution Replace third-party memory with HP memory. Replace the system board. Solving Memory Problems...

  • Page 38: 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 2-13 Solving CD-ROM and DVD Problems System will not boot from CD-ROM or DVD drive.
  • Page 39 Table 2-13 Solving CD-ROM and DVD Problems (continued) 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. Cause Media has been inserted upside down. The DVD-ROM drive takes longer to start because it has to determine the type of media played, such as audio or video.

  • Page 40: Solving Usb Flash Drive Problems

    Solving USB Flash Drive Problems If you encounter USB flash drive problems, common causes and solutions are listed in the following table. Table 2-14 Solving USB Flash Drive Problems USB flash drive is not seen as a drive letter in Windows. Cause The drive letter after the last physical drive is not available.

  • Page 41: 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 2-15 Solving Front Panel Component Problems A USB device, 1394 device, headphone, or microphone is not recognized by the computer. Cause Device is not properly connected.

  • Page 42: 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 2-16 Solving Internet Access Problems Unable to connect to the Internet. Cause Internet Service Provider (ISP) account is not set up properly.
  • Page 43 Table 2-16 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 44: Solving Software Problems

    If you encounter software problems, see the applicable solutions listed in the following table. Table 2-17 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 45: Interpreting Post Audible Codes

    Interpreting POST Audible Codes This section covers the audible codes that may occur before or during POST that do not necessarily have an error code or text message associated with them. WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system board.

  • Page 46: Resetting The Password Jumper

    Illustrated Parts & Service Map (IPSM) for that particular system. The IPSM can be downloaded from http://www.hp.com/support. Remove the jumper from pins 1 and 2. Place the jumper on pins 2 and 3.

  • Page 47: Resetting The Cmos Jumper

    Plug in the computer and turn on power. NOTE: Use Computer Setup to reset any special system setups along with the date and time. For instructions on Computer Setup, see the Computer Setup (F10) Utility Guide. ENWW http://www.hp.com/ Resetting the CMOS Jumper...

  • Page 48: 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 49 Index access panel, locked 10 audio problems 20 beeps, error codes 39 CD-ROM or DVD problems 32 CMOS resetting jumper 41 Customer Support 6, 42 diagnostics utility 1 error codes 39 flash drive problems 34 front panel problems 35 general problems 9 hard drive problems 13 hardware installation problems 25...

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