Compaq AP400 - Professional - 64 MB RAM Troubleshooting Manual
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Compaq AP400 - Professional - 64 MB RAM Troubleshooting Manual

Compaq AP400 - Professional - 64 MB RAM Troubleshooting Manual

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  • Page 1 Quick Troubleshooting Guide...
  • Page 2  2000 Compaq Computer Corporation. All rights reserved. Printed in the U.S.A. COMPAQ, the Compaq Logo, and Deskpro Registered in the U. S. Patent and Trademark Office. PREMIER • SOUND is a trademark of Compaq Computer Corporation. Microsoft, MS-DOS, Windows, Windows NT, and other names of Microsoft products referenced herein are trademarks or registered trademarks of Microsoft Corporation.
  • Page 3 Printer's Mark...

  • Page 4: Table Of Contents

    Protecting Yourself and the Computer..................1-1 Clearing CMOS ........................1-2 Customer Responsibilities......................1-2 POST Power-On Sequence ......................1-3 Compaq Drive Protection System....................1-3 Accessing DPS Through Compaq Diagnostics for Windows ..........1-4 Compaq Configuration Record Utility..................1-4 chapter 2 Troubleshooting Flowcharts for Desktop Computers 1. Initial Troubleshooting......................2-2 2.
  • Page 5 11. No O/S Loading from Hard Drive, Part 2 ................3-12 12. No O/S Loading from Hard Drive, Part 3 ................3-13 13. No O/S Loading from Diskette Drive ................3-14 14. No O/S Loading from CD-ROM or DVD-ROM Drive ...........3-15 15. No Audio, Part 1 ......................3-16 16.
  • Page 6 The information in this book was prepared for the Compaq Deskpro 2000 Series of Personal Computers with MMX technologies and later models as well as Compaq Deskpro Workstations, Compaq Professional Workstations, Compaq Armada Notebooks, and Compaq Prosignia Notebooks. ✎...
  • Page 7 The screws used in the computer are of different thread sizes and lengths; using the wrong screw in an application may damage the unit. All data stored on a hard drive is lost when the drive is formatted. ✎ This procedure does not apply to portable computers. 1.
  • Page 8 CMOS” error will be displayed with instructions for restarting the computer. 6. The speaker will sound two short beeps or will display the Compaq splash screen when the POST has been successfully completed. Refer to the POST error messages when error messages are displayed on the screen or when beep patterns are sounded.

  • Page 9: Compaq Configuration Record Utility

    The Compaq Configuration Record Utility is accessed via an icon in the Control Panel. When running the utility, information is automatically gathered on such items as the operating system version number, operating system parameters, and the operating system startup files.

  • Page 10: Initial Troubleshooting

    chapter 1. Initial Troubleshooting, 2-2 2. No Power, Part 1, 2-3 3. No Power, Part 2, 2-4 4. No Power, Part 3. 2-5 5. No Video, Part 1, 2-6 6. No Video, Part 2, 2-7 7. No Video, Part 3, 2-8 8.
  • Page 11 Go to Page 2-9, LEDs, or error Error Messages messages? Is the O/S Go to Page 2-12, loading? No O/S Loading Go to Page 2-19, All drives Non-Functioning working? Device options or Compaq Configuration software Utility, see Chapter 1 added?

  • Page 12: No Power, Part

    No Power (Power LED is off) Turn computer off. Power cord Plug power cord into connected? computer and power outlet. Ensure power strip or Using power UPS is turned on. strip or UPS? Turn computer off. Active Plug power cord into outlet? different active wall outlet Turn off power,...

  • Page 13: No Power, Part

    Caution: Power is continuous to the system board and Continued from Page 2-3, power supply even when the power switch is turned off. No Power, Part 1 To prevent damage to the unit, disconnect the power cord from the power source or the unit before beginning disassembly procedures Power supply Plug power connector...
  • Page 14 Continued from page 2-4, No Power, Part 2 Drive power Reseat drive power and and data cables data cable connectors. connected? Reseat loose components Loose Caution: Power is continuous or damaged and replace damaged to the system board and the components? items in the computer.

  • Page 15: Error Messages Part 1

    Caution: Power is continuous to the system board and power supply even No video when the power switch is turned off. To prevent damage to the unit, disconnect the power cord from the power source or the unit before beginning disassembly procedures.
  • Page 16 Continued from Page 2-6, No Video, Part 1 Turn off power, Caution: Power is continuous to disconnect power cord, the system board and power supply and open the computer. even when the power switch is turned off. To prevent damage to the unit, disconnect the power cord from the power source or the unit before beginning disassembly...
  • Page 17 Caution: Power is continuous to the system board Continued from Page 2-7, and power supply even when the power switch is No Video, Part 2 turned off. To prevent damage to the unit, disconnect the power cord from the power source or the unit before beginning disassembly procedures.
  • Page 18 Caution: Power is continuous to the system board and power Beeps, supply even when the power switch is turned off. To prevent CPU or Keyboard Lights, damage to the unit, disconnect the power cord from the power or POST error messages. source or the unit before beginning disassembly procedures.

  • Page 19: Error Messages, Part 2

    Reseat card and ensure it is in the proper expansion slot. 1L 3S. All keyboard LEDs blinking. ROM Failure. Create ROMPaq diskette and reload ROM. Download ROMPaq from Compaq website at www.compaq.com. 2L 1S. Scroll Lock blinking. System HW failure prior to video. Unplug, open computer, and check for physical damage.
  • Page 20 Caution: Power is continuous to the system board and power Continued from supply even when the power switch is turned off. To prevent Page 2-10, damage to the unit, disconnect the power cord from the power Error Messages, Part 2 source or the unit before beginning disassembly procedures.
  • Page 21 O/S not loading from: Factory recommended booting priority 1. CD-ROM drive 2. Diskette drive CD-ROM drive, 3. Hard drive go to Page 2-17 4. Network Diskette drive, go to Page 2-16 NOTE: Before beginning, always check drive jumpers, cable connections, cable ends, and drives for bent or damaged pins.

  • Page 22: No O/S Loading From Hard Drive, Part 2

    O/S not loading from hard drive Boot from network? Go to Page 2-18, No O/S Loading Non- Go to Page 2-14, from Network System Disk No O/S Loading from Message? Hard Drive, Part 2 Change boot priority Go to Page 2-16, through Computer No O/S Loading from Setup and reboot.

  • Page 23: No O/S Loading

    Continued from Page 2-13 Access No O/S Loading hard drive? from Hard Drive, Part 1 Go to Page 2-15, No O/S Loading from Hard Drive, Part 3 CD or Run FDISK Replace hard drive. diskette in drive? Hard drive partition? Remove diskette and reboot.
  • Page 24 Continued from Page 2-14, No O/S Loading from Hard Drive, Part 2 System Install O/S files on hard and reboot drive? (see note) Virus Boot from Clean virus. on hard hard drive? DPS test. (see note) drive? Run SCANDISK, Boot from Done check for bad hard drive?
  • Page 25 O/S not loading from diskette drive Non- Bootable Install bootable diskette and System Disk diskette message? in drive? reboot computer. Check diskette for Boot Go to Page 2-19, system files. Try from another Non-Functioning different diskette. Device device? Bootable Install bootable diskette diskette and Diskette...

  • Page 26: No O/S Loading From Cd-Rom Drive

    No O/S Loading from CD-ROM drive Bootable Install bootable CD in drive? CD and reboot in drive? computer. Try another Install bootable CD. bootable CD. Done Boots from CD? Notes: Factory Recommended Booting Priority 1. CD-ROM drive if bootable 2. Diskette drive Go to Page 2-19, Booting 3.
  • Page 27 Go to Page 2-19, Turn off power, Non-Functioning Compaq disconnect power cord, Device supported open computer, and install NIC? Compaq-compatible NIC. Boots from To C network? Boots from another device? Done Notes: Boot order correct ? Factory Recommended Booting Sequence 1.
  • Page 28 Non-functioning device. Caution: Power is continuous to the system board and power supply even when the power switch is turned off. To prevent damage to the unit, disconnect the power cord from the Turn off power, disconnect power source or the unit before power cord, and open the beginning disassembly procedures.

  • Page 29: Initial Troubleshooting

    chapter 1. Initial Troubleshooting, 3-2 2. No Power, Part 1, 3-3 3. No Power, Part 2, 3-4 4. No Power, Part 3, 3-5 5. No Power, Part 4, 3-6 6. No Video, Part 1, 3-7 7. No Video, Part 2, 3-8 8.

  • Page 30: No Network Or Modem Connection

    Begin Troubleshooting Go to Page 3-3, Is there No Power power? Beeps, Go to Page B-1, LEDs, or error Error Messages messages? Go to Page 3-18, All drives Non-Functioning working? Device Go to Page 3-7, Is there video? No Video (no boot) Keyboard/ Go to Page 3-19,...

  • Page 31: No Power, Part 1

    No Power (Power LED is off) Remove from docking station if applicable. Power up Power up *Reset Go to page 3-4, on battery on battery Power. No Power, Part 2 power? power? Power up Power up Go to page 3-5, *Reset on AC on AC...
  • Page 32 Continued from page 3-3, No Power, Part 1 Visually check for debris in battery socket and clean if required. Done Power on? Check battery by recharging, moving it to another PC, or replacing it. Replace power supply Power on? (if applicable). Go to Page 3-5, Done Power on?
  • Page 33 Continued from page 3-4, No Power, Part 2 Plug directly into AC outlet. Power LED Done Reseat AC adapter in PC and at power source. Done Power on? Power outlet External different active? Internal or outlet. Replace external external AC AC adapter.
  • Page 34 Continued from Page 3-5, No Power, Part 3 Open Computer Reseat loose Loose or components damaged and boards and replace parts? damaged items. Close computer and retest. Replace these items. Check computer operation after each replacement: 1. Internal DC-DC Converter* Power on? 2.
  • Page 35 No Video Go to page 3-8, Docking No Video, Part 2 Station Standalone or Docking Station*? *Note: To change from internal to external display, use Fn + F4 Key combination. Standalone Internal Internal or Adjust external Video OK? Done Brightness. display*? External Adjust...
  • Page 36 Continued from Page 3-7, No Video, Part 1 Remove PC from docking station. Check brightness of Adjust internal external monitor. monitor brightness. Done Video OK? Go to page 3-7, Video OK? No Video Part 1. Try another Check for PC properly external seated in docking station, monitor.
  • Page 37 Reseat power cord in docking station and power outlet. Reinstall PC into docking station. Check voltage setting on docking station. Docking station Done Reseat monitor cable operating? connector at docking station. Replace these items one at a time. Check computer operation after Docking each replacement.
  • Page 38 O/S not loading from: Hard drive, go to Page 3-11 Diskette drive, go to Page 3-14 CD-ROM drive, go to Page 3-15 Network, go to Page 3-20 NOTE: Before beginning, always check drive jumpers, cable connections, cable ends, and drives for bent or damaged pins.
  • Page 39 O/S not loading from hard drive Non- Go to Page 3-12, System Disk No O/S Loading from Message? Hard Drive, Part 2 Reseat external hard drive. O/S loading? Done Go to Page 3-14, No O/S Loading from Diskette Drive Boot from Boot from diskette? Check F10 Setup...

  • Page 40: No O/S Loading

    Continued from Page 3-11, Reseat No O/S Loading hard drive. from Hard Drive, Part 1 Access Done hard drive? 1. Replace hard CD or drive. diskette in 2. Replace drive? system board. Run FDISK Remove diskette and reboot. Hard drive partition? Create partition, then Boot from...

  • Page 41: No O/S Loading From Hard Drive, Part 1

    Continued from Page 3-12, No O/S Loading from Hard Drive, Part 2 System Install O/S files on hard and reboot. drive? (see note) Virus Clean virus. on hard loading from Done (see note) drive? hard drive? Run SCANDISK, check for bad F10 diags Replace sectors.
  • Page 42 O/S not loading Reseat O/S loads OK? Done. from diskette drive diskette drive. Non- Bootable Install bootable System Disk diskette diskette and message? in drive? reboot computer. Check diskette for Boot Go to Page 3-18, system files. Try from another Non-Functioning different diskette.
  • Page 43 No O/S Loading Bootable Install bootable from CD- or Disk in drive? disk disk and reboot DVD-ROM drive. in drive? computer. Install Try another bootable disk. bootable disk. Boots from Done CD or DVD? Boots from Reseat drive. Done CD or DVD? Booting Go to Page 3-18, from another...
  • Page 44 Turn up audio No audio. internally and/or Audio? Done externally. PC in docking Internal audio? Undock station? Take the following actions one at a time as applicable. Check Go to Page 3-17, Go to Page 3-17, after each change. No Audio, Part 2 No Audio, Part 2 1.
  • Page 45 Continued from Page 3-16, No Audio, Part 1 Audio Reload driver in OS audio drivers. configured? Load drivers and Correct set configuration drivers for in OS. application? Connect to external speaker. Replace audio board and speaker Audio? Audio? Done connections in PC if applicable.
  • Page 46 Non-functioning device. Reseat device. Unplug the non-functioning device from the unit. Inspect cables and plugs for bent or broken pins or other damage. Any physical Fix or replace damage? broken item. Clear CMOS. Go to Page 3-10, No O/S Loading. Reattach device.
  • Page 47 Pointing device or keyboard not operating properly. Connect unit to good external keyboard or pointing device. External Replace device system board. works? Replace internal keyboard, Reseat internal keyboard cable, or pointing device. connector (if applicable). Done Replace system board. Done...
  • Page 48 No network/modem connection. Network Replace jack or modem jack or have jack active? activated. Connect to Digital line? non-digital line. NIC/modem Reload drivers configured in and reconfigure. Done Disconnect all power from PC and open computer. Replace NIC/modem if applicable. Reseat NIC/modem if applicable.

  • Page 49: Further Troubleshooting

    appendix URTHER ROUBLESHOOTING This section describes some simple, preliminary tests and guidelines for troubleshooting the computer without using the diagnostics. If you encounter some minor problem with the computer or a software application, go through the following checklist for possible solutions before running any of the diagnostic utilities: „ Are the computer and monitor connected to a working electrical outlet? „...
  • Page 50 Computer Setup. 2. The Smart Cover FailSafe Key, a device for manually disabling the Smart Cover Lock, is available from Compaq. You’ll need the FailSafe Key in cases of forgotten password, power loss, or computer malfunction.
  • Page 51 Continued Problem Possible Solution Computer does not boot up 1. System memory may be improperly installed or may be bad. and Num Lock LED is blinking; 2. See “Error Messages” Flowchart. you may hear one short and two long beeps. The Caps Lock LED is flashing;...
  • Page 52 Problem Possible Solution Diskette drive light stays on. 1. Diskette is damaged. In Windows 95, 98, or 2000, run ScanDisk. In Windows NT, run Error-checking. 2. Diskette is incorrectly inserted. Remove the diskette and reinsert. 3. Software program may be damaged. Check the program diskettes. 4.
  • Page 53 Continued Problem Possible Solution A problem has occurred with a The directory structure is bad, or there is a problem with a file. Run disk transaction. ScanDisk. System has misidentified the If a diskette drive other than a 3.5-inch, 1.44-MB drive has been diskette drive type.
  • Page 54 Problem Possible Solution Screen is blank. 1. Monitor is not turned on and the monitor light is not on. Turn on the monitor and check that the monitor light is on. 2. Screen save has been initiated. Press any key or move the mouse to light the screen.
  • Page 55 Continued Problem Possible Solution The picture is broken up; it rolls, 1. Ensure the monitor cable is securely connected to the computer. jitters, or blinks. 2. In a two-monitor system or if another monitor is in close proximity, move the monitors apart to be sure they are not interfering with one other's magnetic field.
  • Page 56 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 95 and 98 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 57 Problem Possible Solution Cannot read compact disc. 1. CD is not properly seated in the drive. Eject the CD, correctly seat it in the drive, then reload. 2. CD is loaded upside down. Eject CD, turn it over, then reload. 3.
  • Page 58 Problem Possible Solution System won't boot or does not Memory module is not the correct type or speed grade for the system. function properly after installing Replace module with the correct industry-standard for the computer. additional memory modules. SPD-compliant 168-pin synchronous dynamic random access Out of Memory error.
  • Page 59 Some common causes and solutions for network problems are listed in the following table. These guidelines do not discuss the process of debugging network cabling. Problem Possible Solution The Remote Wakeup feature is 1. The feature is not available when using an AUI network connection; not functioning.
  • Page 60 Continued Problem Possible Solution Network controller stopped 1. Network drivers are not loaded or driver parameters do not match working when an expansion the current configuration. Make sure that the drivers are loaded and board was added to the that the driver parameters match the configuration of the network computer.
  • Page 61 The Local Alert Pop-Up Dialog notifies you of an impending or actual hardware failure. If the computer is connected to a network and the Compaq Insight Management Agents are installed and configured, an Simple Network Management Protocol (SNMP) trap (message) is sent to the specified SNMP-compliant management application.
  • Page 62 Some Compaq computers have a complete series of POST error messages with code numbers assigned to them. Use the information below for those computers. An error message results if the Power-On Self-Test (POST) encounters a problem. This test runs when the system is turned on, checking assemblies within the computer and reporting any errors found.
  • Page 63 Setup) or Windows utilities. 2. Make sure memory module(s) (if any) are installed properly. 3. Verify proper memory module type. 4. If third-party memory has been added, test using Compaq-only memory. 183-Invalid Processor System board jumper Reset system board jumpers to Jumper Setting improperly set.
  • Page 64 Screen Message Beeps* Probable Cause Recommended Action 212-Failed Processor None Processor has failed to 1. Reseat the processor in its initialize. socket. 2. If the processor does not respond, replace it. 213-Incompatible DIMM A DIMM module in DIMM 1. Verify proper memory module Module in DIMM Socket(s) socket identified in the error type.
  • Page 65 Screen Message Beeps* Probable Cause Recommended Action 410-Audio Interrupt Conflict IRQ address conflicts with Reset the IRQ. another device. 411-Network Interface Card IRQ address conflicts with Reset the IRQ. Interrupt Conflict another device. Reseat the graphics card (if 501-Display Adapter 1L, 2S Graphics display controller.
  • Page 66 Screen Message Beeps* Probable Cause Recommended Action 660-Display Cache is None Integrated video controller Replace system board if minimal Detected Unreliable display cache not working video degrading is an issue. properly and will be disabled. 912-Computer Cover Has None No action required. Been Removed Since Last System Start Up 914-Hood Lock Coil is not...
  • Page 67 Screen Message Beeps* Probable Cause Recommended Action 1202-MIDI Port Address Device IRQ address conflicts Reset the IRQ. Conflict Detected with another device. 1203-Game Port Address Device IRQ address conflicts Reset the IRQ. Conflict Detected with another device. 1611- Fan failure detected None Chassis fan not conneted to 1.
  • Page 68 Screen Message Beeps* Probable Cause Recommended Action 1780-Disk 0 Failure None Hard drive/format error. Run Computer Setup (F10 Setup). Clear CMOS. Check cables/jumper settings. Run hard drive diagnostics. Disconnect additional drives. Run the Drive Protection System test if available. Replace the hard drive. 1781-Disk 1 Failure None Hard drive/format error.
  • Page 69 Screen Message Beeps* Probable Cause Recommended Action 1790-Disk 0 Failure None Hard drive error or wrong Run Computer Setup (F10 drive type. Setup). Clear CMOS. Check cable seating /jumper settings. Run hard drive diagnostics. Disconnect additional drives. Confirm drive is supported on this computer (Large drive ROM support.) Run the Drive Protection...
  • Page 70 Screen Message Beeps* Probable Cause Recommended Action 1793-Secondary Controller None Hard drive circuitry error. Run Computer Setup (F10 or Disk Failure Setup). Clear CMOS. Check cable seating /jumper settings. Run hard drive diagnostics. Disconnect additional drives. Run the Drive Protection System test if available.
  • Page 71 Screen Message Beeps* Probable Cause Recommended Action Green Power LED Blinks None Computer in normal None Once per Second Suspend mode. Green Power LED ON None Computer on. None Invalid Electronic Serial None Electronic serial number Run Computer Setup (F10 Setup). Number has become corrupted.
  • Page 72 Some Compaq computers have a complete series of POST error messages that no code numbers assigned to them. Use the information below for those computers. An error message results if the Power-On Self-Test (POST) encounters a problem. This test runs when the system is turned on, checking assemblies within the computer and reporting any errors found.
  • Page 73 Error message Probable Cause Recommended Action Diskette Drive A or B Error Drive A: or B: is present, but 1. Run Setup. fails the BIOS POST diskette 2. Replace the signal cable. tests. 3. Replace the drive. Extended RAM Failed at Extended memory is not 1.
  • Page 74 Error message Probable Cause Recommended Action System BIOS Shadowed System BIOS copied to Status message. No action Shadow RAM. required. System Cache Error RAM cache failed the BIOS Run Setup. test. System CMOS Checksum CMOS is corrupted or Run Setup. modified incorrectly.

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