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Troubleshooting Guide
HP rp3000

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    Troubleshooting Guide HP rp3000...

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    © Copyright 2008 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Microsoft, Windows, and Windows Vista are either trademarks or registered trademarks of Microsoft Corporation in the United States and/or other countries. The only warranties for HP products and...

  • 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.

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    About This Book ENWW...

  • Page 5: Table Of Contents

    Table of contents 1 Computer Diagnostic Features HP Insight Diagnostics ......................... 1 Accessing HP Insight Diagnostics ..................1 Survey Tab .......................... 2 Diagnose Tab ........................2 Test Tab ..........................3 Status Tab ........................... 4 Log Tab ..........................5 Help Tab ..........................5 Saving and Printing Information in HP Insight Diagnostics ..........

  • Page 6: Table Of Contents

    Appendix A POST Error Messages POST Numeric Codes and Text Messages ..................45 Interpreting POST Diagnostic Front Panel LEDs and Audible Codes ..........50 Appendix B Password Security and Resetting CMOS Resetting the Password Jumper ......................54 Clearing and Resetting the CMOS ..................... 55 Using Computer Setup to Reset CMOS ................

  • Page 7: Hp Insight Diagnostics, Accessing Hp Insight Diagnostics

    Computer Diagnostic Features HP Insight Diagnostics NOTE: HP Insight Diagnostics is included on DVD with some computer models only. The HP Insight Diagnostics utility allows you to view information about the hardware configuration of the computer and perform hardware diagnostic tests on the subsystems of the computer. The utility simplifies the process of effectively identifying, diagnosing, and isolating hardware issues.

  • Page 8: Survey Tab, Diagnose Tab

    NOTE: 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

    Attachment (SATA), and serial attached SCSI (SAS) disk drives that are attached to Smart Array controllers and select MSA controllers configured as part of a logical volume. To determine the health of a hard disk drive, Diagnosis looks at operational history provided by the hard disk drive and proprietary information provided by the Smart Array controller or the MSA controller.

  • Page 10: Status Tab

    For each test type, there are two test modes to choose from: ● Interactive Mode—Provides maximum control over the testing process. The diagnostic software will prompt you for input during tests that require your interaction. You may also determine whether the test passed or failed.

  • Page 11: Help Tab, Saving And Printing Information In Hp Insight Diagnostics

    Log Tab The Log tab contains a Diagnosis Log tab, a Test Log tab, and an Error Log tab. The Diagnosis Log displays the number of times a logical volume has been diagnosed and the number of times the logical volume was in a failed state. The failed count indicates the logical volume is in a failed state, but does not necessarily indicate that a hard disk drive in this volume has been failed by Diagnosis.

  • Page 12: Downloading The Latest Version Of Hp Insight Diagnostics, Protecting The Software, Restoring The Software

    Enter a file name in the File Name box and click the Save button. An html file will be saved to the inserted USB flash drive. NOTE: Do not remove the USB key until you see a message indicating that the html file has been written to the media.

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    The HP Backup and Recovery Manager provides two basic recovery methods. The first, recovery of files and folders, operates in Windows®. The second, PC Recovery, requires a reboot to the Recovery Partition or from the Recovery Disc Set. To reboot to the Recovery Partition, press at startup when you see the message Press F11 for Emergency Recovery.

  • Page 14: Safety And Comfort, Before You Call For Technical Support

    Troubleshooting Without Diagnostics This chapter provides information on how to identify and correct minor problems, such as hard drive, optical drive, graphics, audio, memory, and software problems. If you encounter problems with the computer, refer to the tables in this chapter for probable causes and recommended solutions. NOTE: For information on specific error messages that may appear on the screen during Power-On Self-Test (POST) at startup, refer to Appendix A,...

  • Page 15: Helpful Hints

    ● If you are using a Windows operating system, 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.” ● Refer to the comprehensive online technical support at http://www.hp.com/support. ●...

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    ● Wake the computer by pressing any key on the keyboard or pressing the power button. If the system remains in suspend mode, shut down the computer by pressing and holding the power button for at least four seconds then press the power button again to restart the computer. If the system will not shut down, unplug the power cord, wait a few seconds, then plug it in again.

  • Page 17: 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.

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    Table 2-1 Solving General Problems (continued) There is no sound or sound volume is too low. Cause Solution System volume may be set low or muted. Check the F10 BIOS settings to make sure the audio is not disabled. Make sure the external speakers are properly connected and powered on and that the speakers' volume control is set correctly.

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    Table 2-1 Solving General Problems (continued) 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. (Beeps stop after fifth iteration but LEDs continue flashing). Cause Solution Processor thermal protection activated:...

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    Sliding door that covers the optical drive will not open. Cause Solution The sliding door is locked. Use the provided key to unlock the door then slide the door down. Not getting the correct power on the COM port. Cause Solution COM port jumpers are not set correctly.

  • Page 21: 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 Solution Power supply will not turn on because of internal power supply Contact an authorized service provider to replace the power fault.

  • Page 22: Solving Hard Drive Problems

    Solving Hard Drive Problems Table 2-3 Solving Hard Drive Problems Hard drive error occurs. Cause Solution Hard disk has bad sectors or has failed. In Microsoft Windows XP, right-click Start, click Explore, and select a drive. Select File > Properties > Tools.

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    Table 2-3 Solving Hard Drive Problems (continued) Nonsystem disk/NTLDR missing message. Cause Solution The system is trying to start from the hard drive but the hard Insert a bootable CD or USB device and restart the drive may have been damaged. computer.

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    Table 2-3 Solving Hard Drive Problems (continued) Computer seems to be locked up. Cause Solution off the power. To restart the computer, press the power button again. Chapter 2 Troubleshooting Without Diagnostics ENWW...

  • Page 25: Solving Display Problems

    Solving Display Problems If you encounter display problems, see the documentation that came with the monitor and the common causes and solutions listed in the following table. Table 2-4 Solving Display Problems Blank screen (no video). Cause Solution Monitor is not turned on and the monitor light is not on. Turn on the monitor and check that the monitor light is on.

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    Table 2-4 Solving Display Problems (continued) Blank screen and the power LED flashes Red six times, once every second, followed by a two second pause, and the computer beeps six times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution Pre-video graphics error.

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    Table 2-4 Solving Display Problems (continued) The picture is broken up, rolls, jitters, or flashes. Cause Solution The monitor connections may be incomplete or the monitor Be sure the monitor cable is securely connected to the may be incorrectly adjusted. computer.

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    Table 2-4 Solving Display Problems (continued) Clicking noise coming from inside a CRT monitor. Cause Solution Electronic relays have been activated inside the monitor. None. It is normal for some monitors to make a clicking noise when turned on and off, when going in and out of standby mode, and when changing resolutions.

  • Page 29: 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 2-5 Solving Audio Problems Sound cuts in and out. Cause Solution Processor resources are being used by other open Shut down all open processor-intensive applications.

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    Table 2-5 Solving Audio Problems (continued) Sound does not come out of the speaker. Cause Solution Devices connected to the line-out connector mute the internal Turn on and use external speakers, if connected, or disconnect speaker. external speakers. Volume is muted. From the Control Panel program, click Sound, Speech and Audio Devices, then click Sounds and Audio Devices.

  • Page 31: 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 2-6 Solving Printer Problems Printer will not print. Cause Solution Printer is not turned on and online. Turn the printer on and make sure it is online.

  • Page 32: Solving Keyboard And Mouse Problems

    Solving Keyboard and Mouse Problems If you encounter keyboard or mouse problems, see the documentation that came with the equipment and the common causes and solutions listed in the following table. Table 2-7 Solving Keyboard Problems Keyboard commands and typing are not recognized by the computer. Cause Solution Keyboard connector is not properly connected.

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    Table 2-8 Solving Mouse Problems (continued) Mouse does not respond to movement or is too slow. Cause Solution Use the down arrow key to select the Shut Down option and then press the Enter key. After the shutdown is complete, plug the mouse connector into the back of the computer (or the keyboard) and restart.

  • Page 34: 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.

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    Table 2-9 Solving Hardware Installation Problems (continued) Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution Memory is installed incorrectly or is bad. CAUTION: To avoid damage to the DIMMs or the system board, you must unplug the computer power cord before...

  • Page 36: 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 2-10 Solving Network Problems Wake-on-LAN feature is not functioning. Cause Solution Wake-on-LAN is not enabled.

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    Table 2-10 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 Solution Network driver is not properly loaded. Reinstall network drivers. System cannot autosense the network. Disable auto-sensing capabilities and force the system into the correct operating mode.

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    Table 2-10 Solving Network Problems (continued) Network controller stops working without apparent cause. Cause Solution The files containing the network drivers are corrupted. Download the network drivers from http://www.hp.com reinstall them. The cable is not securely connected. 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.

  • Page 39: Solving Memory Problems

    Solving Memory Problems If you encounter memory problems, some common causes and solutions are listed in the following table. CAUTION: Power may still be supplied to the DIMMs when the computer is turned off. To avoid damage to the DIMMs or the system board, you must unplug the computer power cord before attempting to reseat, install, or remove a DIMM.

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    Table 2-11 Solving Memory Problems (continued) Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution Memory is installed incorrectly or is bad. Reseat DIMMs.

  • Page 41: Solving Processor Problems

    Solving Processor Problems If you encounter processor problems, common causes and solutions are listed in the following table. Table 2-12 Solving Processor Problems Poor performance is experienced. Cause Solution Processor is hot. Make sure the airflow to the computer is not blocked. Make sure the fans are connected and working properly (some fans only operate when needed).

  • Page 42: Solving Optical Drive Problems

    Solving Optical Drive Problems If you encounter Optical Drive 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 Optical Drive Problems System will not boot from optical drive. Cause Solution The SATA controller has been disabled in the Computer Setup...

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    Table 2-13 Solving Optical Drive Problems (continued) Movie will not play in the DVD drive. Cause Solution Movie may be regionalized for a different country. See the documentation that came with the DVD drive. Decoder software is not installed. Install decoder software. Damaged media.

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    DVD or CD in the optical drive will not eject. Cause Solution The sliding door that covers the optical drive is closed. Use the key provided to unlock the door (if necessary) and slide the door all the way down. Disc not properly seated in the drive.

  • Page 45: 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 Solution The drive letter after the last physical drive is not available.

  • Page 46: 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 2-15 Solving Internet Access Problems Unable to connect to the Internet. Cause Solution Internet Service Provider (ISP) account is not set up properly.

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    Table 2-15 Solving Internet Access Problems (continued) Internet takes too long to download Web sites. Cause Solution Modem is not set up properly. Verify that the modem is connected and communicating properly. Windows XP Select Start > Control Panel. Double-click System. Click the Hardware tab.

  • Page 48: Solving Software Problems

    Solving Software Problems Most software problems occur as a result of the following: ● The application was not installed or configured correctly. ● There is insufficient memory available to run the application. ● There is a conflict between applications. ● Be sure that all the needed device drivers have been installed.

  • Page 49: 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. Refer to the number listed in the warranty or in the Support Telephone Numbers guide for technical assistance.

  • Page 50: 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 51: 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 52: Appendix A Post Error Messages

    Table A-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 163-Time & Date Not Set Invalid time or date in configuration memory. Reset the date and time under Control Panel (Computer Setup can also be used). If RTC (real-time clock) battery may need to the problem persists, replace the RTC be replaced.

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    Table A-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 303-Keyboard Controller Error I/O board keyboard controller. Reconnect keyboard with computer turned off. Replace the system board. 304-Keyboard or System Unit Error Keyboard failure. Reconnect the keyboard with computer turned off.

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    Table A-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 1151-Serial Port A Address Conflict Detected Both external and internal serial ports are Remove any serial port expansion assigned to COM1. cards. Clear CMOS. (See Appendix B, Password Security and Resetting CMOS on page 53.)

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    Table A-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action Emulation back to RAID and select File > Save Changes and Exit. 1801-Microcode Patch Error Processor is not supported by ROM BIOS. Upgrade BIOS to proper version. Change the processor.

  • Page 56: 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.

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    Table A-2 Diagnostic Front Panel LEDs and Audible Codes (continued) Activity Beeps Possible Cause Recommended Action Red Power LED flashes five Pre-video memory error. CAUTION: To avoid damage to the DIMMs or times, once every second, the system board, you must unplug the computer followed by a two second power cord before attempting to reseat, install, or pause.

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    Table A-2 Diagnostic Front Panel LEDs and Audible Codes (continued) Activity Beeps Possible Cause Recommended Action Press and hold the power button for less than 4 seconds. If the hard drive LED does not turn on green then: Check that the unit is plugged into a working AC outlet.

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    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 60: Resetting The Password Jumper

    Resetting the Password Jumper To disable the power-on or setup password features, or to clear the power-on or setup passwords, complete the following steps: Shut down the operating system properly, then turn off the computer and any external devices, and disconnect the power cord from the power outlet. With the power cord disconnected, press the power button again to drain the system of any residual power.

  • Page 61: Clearing And Resetting The Cmos, Using Computer Setup To Reset Cmos, Resetting The Cmos Jumper

    Clearing and Resetting the CMOS The computer’s configuration memory (CMOS) stores information about the computer’s configuration. Using Computer Setup to Reset CMOS Using Computer Setup to reset CMOS also clears the power-on and setup passwords. To reset CMOS through Computer Setup, you must first access the Computer Setup Utilities menu. When the Computer Setup message appears in the lower-right corner of the screen, press the key.

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    NOTE: For assistance locating the CMOS jumper and other system board components, see the Illustrated Parts & Service Map (IPSM) for that particular system. Remove the CMOS jumper from pins 1 and 2 and put the jumper on pins 2 and 3. This clears CMOS.

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    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 64: 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 key.

  • Page 65: Index

    Index keyboard 26 audible codes 50 Insight Diagnostics 1 memory 33 audio problems 23 Internet access problems 40 monitor 19 mouse 26 network 30 Backup and Recovery Manager 6 keyboard problems 26 power 15 beep codes 50 printer 25 boot problems 37 processor 35 LEDs booting options...

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