HP Dx5150 - Compaq Business Desktop Troubleshooting Manual
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HP Dx5150 - Compaq Business Desktop Troubleshooting Manual

HP Dx5150 - Compaq Business Desktop Troubleshooting Manual

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See also: Reference Manual , Configuration Manual

Troubleshooting Guide

HP Business Desktops
dx5150 model
Document Part Number: 375373-002
August 2005
This guide provides helpful hints and solutions for troubleshooting
the above products as well as scenarios for possible hardware and
software problems.

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Summary of Contents for HP Dx5150 - Compaq Business Desktop

  • Page 1: Troubleshooting Guide

    Troubleshooting Guide HP Business Desktops dx5150 model Document Part Number: 375373-002 August 2005 This guide provides helpful hints and solutions for troubleshooting the above products as well as scenarios for possible hardware and software problems.
  • Page 2 This document contains proprietary information that is protected by copyright. No part of this document may be photocopied, reproduced, or translated to another language without the prior written consent of Hewlett-Packard Company. Å...

  • Page 3: Table Of Contents

    Contents 1 Computer Diagnostic Features Diagnostics for Windows ..........1–1 Detecting Diagnostics for Windows .
  • Page 4 Contents Solving Drive Key Problems..........2–42 Solving Internet Access Problems.

  • Page 5: Computer Diagnostic Features

    Computer Diagnostic Features Diagnostics for Windows The Diagnostics for Windows (DFW) utility allows you to view information about the hardware and software configuration of the computer while running Microsoft Windows XP. It also allows you to perform hardware and software tests on the subsystems of the computer.

  • Page 6: Detecting Diagnostics For Windows

    Computer Diagnostic Features Detecting Diagnostics for Windows Some computers ship with the Diagnostics for Windows preloaded, but not preinstalled. You may have installed it earlier, along with other utilities, or it may have been installed by another user. To determine whether Diagnostics for Windows is installed: 1.

  • Page 7: Installing Diagnostics For Windows

    Computer Diagnostic Features Installing Diagnostics for Windows If Diagnostics for Windows is not preloaded, you can download the Diagnostics for Windows SoftPaq from the following Web site: http://www.hp.com/support The following operation is required only if the diagnostics program software has been loaded on the hard drive but not installed. 1.

  • Page 8: Using Categories In Diagnostics For Windows

    Computer Diagnostic Features Using Categories in Diagnostics for Windows To use the categories do the following: 1. Click Start > HP Information Center > Diagnostics for Windows. You can also select the Diagnostics for Windows icon, located in the Control Panel, by clicking Start > Control Panel, then select Diagnostics for Windows.
  • Page 9 Computer Diagnostic Features Menu Bar—File, Categories, Navigation, Level, Tab, Help At the top of the Diagnostics for Windows screen is the Menu Bar consisting of six pull-down menus: ■ File—Save As, Print, Printer Setup, Exit ■ Categories—See the list of categories in the following section ■...

  • Page 10: Running Diagnostic Tests In Diagnostics For Windows

    Computer Diagnostic Features Tabs—Overview, Test, Status, Log, Error Below the Tool Bar are five tabs: ■ Overview—The Overview window displays general overview information about the computer. This is the window that is displayed when you first start the utility. The left side of the window shows hardware information, and the right side of the window shows software information.
  • Page 11 Computer Diagnostic Features 3. Select one of the following options: ❏ Quick Test—Runs a quick, general test on each device. Requires no user intervention if Unattended Mode is selected. ❏ Complete Test—Runs maximum testing of each device. The user can select Interactive Mode or Unattended Mode. ❏...
  • Page 12 Computer Diagnostic Features 6. To view a test report, select a tab: ❏ The Status tab summarizes the tests run, passed, and failed during the current testing session. ❏ The Log tab lists tests run on the system, the numbers of times each test has run, the number of errors found on each test, and the total run time of each test.

  • Page 13: Configuration Record

    Computer Diagnostic Features Configuration Record The Configuration Record utility is a windows-based information-gathering tool similar to other management tools. It gathers critical hardware and software information from various computer subsystems to give a complete view of the computer. Configuration Record provides a means for automatically identifying and comparing configuration changes, and has the ability to maintain a configuration history.

  • Page 14: Installing Configuration Record

    Computer Diagnostic Features Installing Configuration Record The Configuration Record is part of Diagnostics for Windows. Whenever you install Diagnostics for Windows, the Configuration Record is also installed. Running Configuration Record To run this program: 1. Click Start > HP Information Center > Configuration Record.

  • Page 15: Protecting The Software

    Computer Diagnostic Features Protecting the Software To protect software from loss or damage, you should keep a backup copy of all system software, applications, and related files stored on the hard drive. See the operating system or backup utility documentation for instructions on making backup copies of data files. Restoring the Software The Windows operating system and software can be restored to the original state that they were when you purchased the computer by...

  • Page 17: Troubleshooting Without Diagnostics

    Troubleshooting Without Diagnostics This chapter provides information on how to identify and correct minor problems, such as diskette drive, 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.

  • Page 18: Before You Call For Technical Support

    Troubleshooting Without Diagnostics Before You Call for Technical Support If you are having problems with the computer, try the appropriate solutions below to try to isolate the exact problem before calling for technical support. ■ Run the Diagnostics for Windows utility. Refer to Chapter 1, “Computer Diagnostic Features”...
  • Page 19 Troubleshooting Without Diagnostics 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 http://www.hp.com/go/ispe Edition at: Access the Business Support Center (BSC) at...

  • Page 20: Helpful Hints

    Troubleshooting Without Diagnostics Helpful Hints If you encounter problems with the computer, monitor, or software, see the following list of general suggestions before taking further action: ■ Check that the computer and monitor are plugged into a working electrical outlet. ■...
  • Page 21 Troubleshooting Without Diagnostics ■ Be sure that all the needed device drivers have been installed. For example, if you are using a printer, you need a driver for that model printer. ■ Remove all bootable media (diskette, CD, or USB device) from the system before turning it on.

  • Page 22: Solving General Problems

    Troubleshooting Without Diagnostics 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.
  • Page 23 Troubleshooting Without Diagnostics Solving General Problems (Continued) Problem Cause Solution Cursor will not move The Num Lock key Press the Num Lock key. The using the arrow keys on may be on. Num Lock light should not be on if the keypad.
  • Page 24 Troubleshooting Without Diagnostics Solving General Problems (Continued) Problem Cause Solution Computer powered off Processor thermal 1. Ensure that the computer air vents automatically and the protection activated: are not blocked and the Power LED flashes Red processor cooling fan is running. A fan may be blocked or two times, once every Leave a 4-inch (10.2-cm)
  • Page 25 Troubleshooting Without Diagnostics Solving General Problems (Continued) Problem Cause Solution System does not power System unable to power Press and hold the power button for on and the LEDs on the less than 4 seconds. If the hard drive front of the computer LED turns green, then: are not flashing.

  • Page 26: Solving Power Supply Problems

    Troubleshooting Without Diagnostics Solving Power Supply Problems Common causes and solutions for power supply problems are listed in the following table. Solving Power Supply Problems Problem Cause Solution Power supply shuts down Voltage selector switch Select the proper AC voltage using intermittently.
  • Page 27 Troubleshooting Without Diagnostics Solving Power Supply Problems (Continued) Problem Cause Solution Computer powered off Processor thermal 1. Ensure that the computer air automatically and the protection activated: vents are not blocked and the Power LED flashes Red two processor cooling fan is A fan may be blocked times, once every second, running.
  • Page 28 Troubleshooting Without Diagnostics Solving Power Supply Problems (Continued) Problem Cause Solution Power LED flashes Red four Power failure (power 1. Check that the voltage selector, times, once every second, supply is overloaded). located on the rear of the power followed by a two-second supply (some models), is set to pause.

  • Page 29: Solving Diskette Problems

    Troubleshooting Without Diagnostics Solving Diskette Problems Common causes and solutions for diskette problems are listed in the following table. ✎ You may need to reconfigure the computer when you add or remove hardware, such as an additional diskette drive. See “Solving Hardware Installation Problems”...
  • Page 30 Troubleshooting Without Diagnostics Solving Diskette Problems (Continued) Problem Cause Solution Diskette drive cannot write Writing to the wrong Check the drive letter in the path to a diskette. drive. statement. (continued) Not enough space is 1. Use another diskette. left on the diskette. 2.
  • Page 31 Troubleshooting Without Diagnostics Solving Diskette Problems (Continued) Problem Cause Solution Cannot Boot to Diskette. Diskette is not bootable. Replace with a bootable diskette. Diskette boot has been Enter Computer Setup and enable disabled in Computer the diskette drive in Integrated Setup.

  • Page 32: Solving Hard Drive Problems

    Troubleshooting Without Diagnostics Solving Hard Drive Problems Solving Hard Drive Problems Problem Cause Solution Hard drive error occurs. Hard disk has bad 1. In Windows XP, right-click sectors or has failed. Start, click Explore, and select a drive. Select File > Properties >...
  • Page 33 Troubleshooting Without Diagnostics Solving Hard Drive Problems (Continued) Problem Cause Solution Drive not found (identified). Drive’s controller is Enter Computer Setup and enable disabled in Computer all the IDE and SATA controllers in (continued) Setup. Integrated Peripherals > South OnChip IDE Device and Integrated Peripherals >...
  • Page 34 Troubleshooting Without Diagnostics Solving Hard Drive Problems (Continued) Problem Cause Solution Nonsystem disk/NTLDR Hard drive boot has Enter Computer Setup and enable missing message. been disabled in the hard drive in Integrated Computer Setup. Peripherals > South OnChip (continued) IDE Device > OnChip IDE Channel 0 or 1.

  • Page 35: Solving Display Problems

    Troubleshooting Without Diagnostics Solving Display Problems If you encounter display problems, see the documentation that came with the monitor and to the common causes and solutions listed in the following table. Solving Display Problems Problem Cause Solution Blank screen (no video). Monitor is not turned on Turn on the monitor and check that and the monitor light is...
  • Page 36 Troubleshooting Without Diagnostics Solving Display Problems (Continued) Problem Cause Solution Blank screen (no video). Monitor cable is If the computer system has both plugged into the wrong an integrated graphics connector (continued) connector. and an add-in graphics card connector, plug the monitor cable into the graphics card connector on the back of the computer.
  • Page 37 Troubleshooting Without Diagnostics Solving Display Problems (Continued) Problem Cause Solution Blank screen and the Pre-video graphics For systems with a graphics card: power LED flashes Red six error. 1. Reseat the graphics card. times, once every second, Power on the system. followed by a two-second 2.
  • Page 38 Troubleshooting Without Diagnostics Solving Display Problems (Continued) Problem Cause Solution Blurry video or requested Monitor is not capable Change requested resolution. resolution cannot be set. of displaying requested resolution. (continued) Graphics card is bad. Replace the graphics card. The picture is broken up, The monitor 1.
  • Page 39 Troubleshooting Without Diagnostics Solving Display Problems (Continued) Problem Cause Solution Fuzzy focus; streaking, Flat panel monitor’s 1. Select the monitor’s ghosting, or shadowing internal digital Auto-Adjustment option in the effects; horizontal scrolling conversion circuits may monitor’s on-screen display lines; faint vertical bars; or be unable to correctly menu.

  • Page 40: Solving Audio Problems

    Troubleshooting Without Diagnostics 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. Solving Audio Problems Problem Cause Solution Sound cuts in and out. Processor resources are Shut down all open being used by other processor-intensive applications.
  • Page 41 Troubleshooting Without Diagnostics Solving Audio Problems (Continued) Problem Cause Solution Sound does not come The external speakers Turn on the external speakers. out of the speaker or are not turned on. headphones. External speakers See the sound card documentation (continued) plugged into the wrong for proper speaker connection.
  • Page 42 Troubleshooting Without Diagnostics Solving Audio Problems (Continued) Problem Cause Solution Noise or no sound comes Computer may not be 1. If you are using digital speakers out of the speakers or detecting the correct that have a stereo jack and headphones.

  • Page 43: Solving Printer Problems

    Troubleshooting Without Diagnostics 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. Solving Printer Problems Problem Cause Solution Printer will not print. Printer is not turned on Turn the printer on and make sure it and online.

  • Page 44: Solving Keyboard And Mouse Problems

    Troubleshooting Without Diagnostics Solving Keyboard and Mouse Problems If you encounter keyboard or mouse problems, see the documentation that came with the equipment and to the common causes and solutions listed in the following table. Solving Keyboard Problems Problem Cause Solution Keyboard commands and Keyboard connector...
  • Page 45 Troubleshooting Without Diagnostics Solving Mouse Problems Problem Cause Solution Mouse does not respond to Mouse connector is Shut down the computer using the movement or is too slow. not properly plugged keyboard. into the back of the 1. Press the Ctrl and Esc keys at computer.

  • Page 46: Solving Hardware Installation Problems

    Troubleshooting Without Diagnostics 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 recognize the device and configure the computer.
  • Page 47 Troubleshooting Without Diagnostics Solving Hardware Installation Problems (Continued) Problem Cause Solution Computer will not start. Wrong memory 1. Review the documentation that modules were used in came with the system to the upgrade or memory determine if you are using the modules were installed correct memory modules and to in the wrong location.
  • Page 48 Troubleshooting Without Diagnostics Solving Hardware Installation Problems (Continued) Problem Cause Solution Power LED flashes Red ten Bad option card. 1. Check each option card by times, once every second, removing the cards one at time followed by a two-second (if multiple cards), then power pause, and the computer on the system to see if fault goes beeps ten times.

  • Page 49: Solving Network Problems

    Troubleshooting Without Diagnostics 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. Solving Network Problems Problem Cause Solution Wake-on-LAN feature is Wake-on-LAN is not Enable Wake-on-LAN.
  • Page 50 Troubleshooting Without Diagnostics Solving Network Problems (Continued) Problem Cause Solution Network status link light No active network is Check cabling and network never flashes. detected. equipment for proper connection. ✎ Network controller is not Check for the device status within The network status light is supposed to set up properly.
  • Page 51 Troubleshooting Without Diagnostics Solving Network Problems (Continued) Problem Cause Solution Diagnostics reports a Network controller Enter Computer Setup and change failure. interrupt is shared with the resource settings for the board an expansion board. in PnP/PCI Configurations > (continued) IRQ Resources. The network controller Contact an authorized service is defective.
  • Page 52 Troubleshooting Without Diagnostics Solving Network Problems (Continued) Problem Cause Solution Network controller stops The files containing the Reinstall the network drivers, using working without network drivers are the Restore Plus! CD. apparent cause. corrupted. The cable is not securely Ensure that the cable is securely connected.

  • Page 53: Solving Memory Problems

    Troubleshooting Without Diagnostics Solving Memory Problems If you encounter memory problems, some common causes and solutions are listed in the following table. Ä CAUTION: This system does not support ECC memory. Solving Memory Problems Problem Cause Solution System will not boot or Memory module is not Replace module with the correct does not function properly...
  • Page 54 Troubleshooting Without Diagnostics Solving Memory Problems (Continued) Problem Cause Solution Power LED flashes Red five Memory is installed 1. Reseat DIMMs. Power on the times, once every second, incorrectly or is bad. system. followed by a two-second 2. Replace DIMMs one at a time to pause, and the computer isolate the faulty module.

  • Page 55: Solving Processor Problems

    Troubleshooting Without Diagnostics Solving Processor Problems If you encounter processor problems, common causes and solutions are listed in the following table. Solving Processor Problems Problem Cause Solution Poor performance is Processor is hot. 1. Make sure the airflow to the experienced.

  • Page 56: Solving Cd-Rom And Dvd Problems

    Troubleshooting Without Diagnostics 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. Solving CD-ROM and DVD Problems Problem Cause Solution...
  • Page 57 Troubleshooting Without Diagnostics Solving CD-ROM and DVD Problems (Continued) Problem Cause Solution Movie will not play in the Media installed upside Reinstall media. DVD drive. down. (continued) Cannot eject compact disc Disc not properly Turn off the computer and insert a (tray-load unit).

  • Page 58: Solving Drive Key Problems

    Troubleshooting Without Diagnostics Solving CD-ROM and DVD Problems (Continued) Problem Cause Solution Recording audio CDs is Wrong or poor quality 1. Try using a slower speed when difficult or impossible. media type. recording. 2. Verify that you are using the correct media for the drive.

  • Page 59: Solving Internet Access Problems

    Troubleshooting Without Diagnostics 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. Solving Internet Access Problems Problem Cause Solution Unable to connect to the Internet Service Verify Internet settings or contact Internet.
  • Page 60 Troubleshooting Without Diagnostics Solving Internet Access Problems (Continued) Problem Cause Solution Unable to connect to the Cookies are corrupted. In Windows XP: Internet. (A "cookie" is a small 1. Select Start > Control piece of information (continued) Panel. that a Web server can 2.
  • Page 61 Troubleshooting Without Diagnostics Solving Internet Access Problems (Continued) Problem Cause Solution Internet takes too long to Modem is not set up Verify that the correct modem speed download Web sites. properly. and COM port are selected. In Windows XP: 1. Select Start > Control Panel.

  • Page 62: Solving Software Problems

    Troubleshooting Without Diagnostics 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. ■...

  • Page 63: Contacting Customer Support

    Troubleshooting Without Diagnostics Solving Software Problems (Continued) Problem Cause Solution “Illegal Operation has Software being used is Verify that the software is certified Occurred” error message not Microsoft-certified by Microsoft for your version of is displayed. for your version of Windows (see program packaging Windows.

  • Page 65: 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 66: Post Numeric Codes And Text Messages

    POST Error 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. ✎ The computer will beep once after a POST text message is displayed on the screen.
  • Page 67 POST Error Messages Numeric Codes and Text Messages (Continued) Code/Message Probable Cause Recommended Action Keyboard error or Cannot initialize the Make sure the keyboard is attached no keyboard present keyboard. correctly and no keys are pressed during POST. To purposely configure the system without a keyboard, set the error halt condition in Setup to HALT ON ALL, BUT KEYBOARD.
  • Page 68 POST Error Messages Numeric Codes and Text Messages (Continued) Code/Message Probable Cause Recommended Action Warning: CPU fan CPU Fan weak (RPM < Ensure that the CPU fan power cable is has failed. 1000) or not turning. connected. If the problem persists, contact an authorized service center for assistance.

  • Page 69: Post Diagnostic Front Panel Leds And Audible Codes

    POST Error Messages 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. ✎...
  • Page 70 POST Error Messages Diagnostic Front Panel LEDs and Audible Codes (Continued) Possible Activity Beeps Cause Recommended Action Red Power LED None Processor 1. Ensure that the computer air vents flashes two times, thermal are not blocked and the processor once every second, protection cooling fan is running.
  • Page 71 POST Error Messages Diagnostic Front Panel LEDs and Audible Codes (Continued) Possible Activity Beeps Cause Recommended Action Red Power LED None Power failure 1. Open the hood and ensure the flashes four times, (power supply 4-wire power supply cable is once every second, seated into the connector on the followed by a...
  • Page 72 POST Error Messages Diagnostic Front Panel LEDs and Audible Codes (Continued) Possible Activity Beeps Cause Recommended Action Red Power LED Pre-video For systems with a graphics card: flashes six times, graphics error. 1. Reseat the graphics card. Power on once every second, the system.
  • Page 73 POST Error Messages Diagnostic Front Panel LEDs and Audible Codes (Continued) Possible Activity Beeps Cause Recommended Action Red Power LED Bad option 1. Check each graphics card by flashes ten times, card. removing the card (one at a time if once every second, multiple cards), then power on the followed by a...
  • Page 74 POST Error Messages Diagnostic Front Panel LEDs and Audible Codes (Continued) Possible Activity Beeps Cause Recommended Action System does not None System unable Press and hold the power button for less power on and LEDs to power on. than 4 seconds. If the hard drive LED are not flashing.

  • Page 75: 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: supervisor password and user password. When you establish only a supervisor password, any user can access all the information on the computer except Computer Setup.

  • Page 76: Resetting The Password Jumper

    Password Security and Resetting CMOS Resetting the Password Jumper To disable the user or supervisor password features, or to clear the user or supervisor passwords, complete the following steps: 1. Shut down the operating system properly, then turn off the computer and any external devices, and disconnect the power cord from the power outlet.

  • Page 77: Clearing And Resetting The Cmos

    Password Security and Resetting CMOS 8. Plug in the computer and turn on power. Allow the operating system to start. This clears the current passwords and disables the password features. 9. To establish new passwords, repeat steps 1 through 4, replace the password jumper on pins 1 and 2, then repeat steps 6 through 8.

  • Page 78: Using The Cmos Switch To Reset Cmos

    Password Security and Resetting CMOS See the Desktop Management Guide on the Documentation CD for further instructions on reestablishing passwords. For instructions on Computer Setup, see the Computer Setup (F10) Utility Guide on the Documentation CD Using the CMOS Switch to Reset CMOS ✎...
  • Page 79 Password Security and Resetting CMOS 4. Slide the CMOS switch in the direction shown in the illustration below. ✎ Make sure you have disconnected the AC power cord from the wall outlet. The CMOS switch will not clear CMOS if the power cord is connected.

  • Page 80: Backing Up The Cmos

    Password Security and Resetting CMOS 6. Reconnect the external devices. 7. Plug in the computer and turn on power. ✎ You will receive POST error messages after clearing CMOS and rebooting advising you that configuration changes have occurred. Use Computer Setup to reset your passwords and any special system setups along with the date and time.
  • Page 81 Setting up Analog/Digital Audio Output Some computers may have an integrated audio solution that supports analog or digital external stereo speakers. These systems are capable of auto-sensing the speaker type and outputting the correct signal. To manually change between analog, digital, and auto-sense, complete the following set of procedures based on the operating system.
  • Page 83 Index audible codes A–5 flashing LEDs A–5 audio output D–1 audio problems 2–24 general problems 2–6 battery, replacing 2–6 hard drive problems 2–16 beep codes A–5 hardware installation problems 2–30 blank screen 2–19 helpful hints 2–4 CD-ROM or DVD problems 2–40 Internet access problems 2–43 CMOS backing up B–6...
  • Page 84 Index numeric codes A–2 minor 2–4 mouse 2–29 network 2–33 optical drive problems 2–40 optical drives 2–40 power supply 2–10 password printer 2–27 clearing B–1 processor 2–39 features B–1 software 2–46 resetting jumper B–2 processor problems 2–39 supervisor B–1 user B–1 Quick Power-On Self Test A–1 POST enabling error messages A–1...

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