HP Compaq MultiSeat ms6000 Troubleshooting Manual
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HP Compaq MultiSeat ms6000 Troubleshooting Manual

HP Compaq MultiSeat ms6000 Troubleshooting Manual

Troubleshooting guide hp compaq multiseat ms6000 desktop
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Troubleshooting Guide

HP Compaq MultiSeat ms6000 Desktop

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  • Page 1: Troubleshooting Guide

    Troubleshooting Guide HP Compaq MultiSeat ms6000 Desktop...
  • Page 2 No part of this document may be photocopied, reproduced, or translated to another language without the prior written consent of Hewlett-Packard Company. Troubleshooting Guide HP Compaq MultiSeat ms6000 Desktop First Edition (November 2009) Document Part Number: 593680-001...

  • 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

    Table of contents 1 Protecting the Software 2 Troubleshooting Without Diagnostics Safety and Comfort ..........................2 Before You Call for Technical Support ....................2 Helpful Hints ............................3 Solving General Problems ........................5 Solving Power Problems ........................9 Solving Hard Drive Problems ......................10 Solving Media Card Reader Problems ....................
  • Page 6 Appendix C Drive Protection System (DPS) Accessing DPS Through Computer Setup ..................54 Index ................................... 56 ENWW...

  • Page 7: Protecting The Software

    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. ENWW...

  • Page 8: Troubleshooting Without Diagnostics

    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 9: Helpful Hints

    ● Be in front of your computer when you call. ● Write down HP Compaq MultiSeat ms6000 Desktop, the computer serial number, product ID number, and monitor serial number before calling. ● Spend time troubleshooting the problem with the service technician.
  • Page 10 ● Remove all bootable media (CD or USB device) from the system before turning it on. ● 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. ●...

  • Page 11: 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 12 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 internal system speaker is not muted (this setting does not affect the external speakers).
  • Page 13 Table 2-1 Solving General Problems (continued) Poor performance is experienced. Cause Solution Too many applications running. Close unnecessary applications to free up memory. Add more memory. Some applications run in the background and can be closed by right-clicking on their corresponding icons in the task tray.
  • Page 14 Table 2-1 Solving General Problems (continued) System does not power on and the LEDs on the front of the computer are not flashing. Cause Solution System unable to power on. Press and hold the power button for less than 4 seconds. If the hard drive LED turns green, then: Remove the expansion cards one at a time until the 5V_aux light on the system board turns on.

  • Page 15: 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 16: 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. Right-click Start, click Open Windows Explorer, and select a drive. Select Properties then select the Tools tab. Under Error-checking click Check Now.
  • Page 17 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 media device into the drive and restart drive may have been damaged. the computer.
  • Page 18 Table 2-3 Solving Hard Drive Problems (continued) The removable hard drive has no power to the hard drive enclosure. Cause Solution The lock on the enclosure is not turned to the “ON” position. Insert the key and turn the lock clockwise 90 degrees. The green LED on the front of the enclosure should be on.

  • Page 19: Solving Media Card Reader Problems

    Solving Media Card Reader Problems Table 2-4 Solving Media Card Reader Problems A write-protected or locked error occurs when attempting to write to the media card. Cause Solution Media card is locked. Locking the media card is a safety feature If using an SD card, make sure that the lock tab located on the that prevents writing to and deleting from an SD/Memory Stick/ right of the SD card is not in the locked position.

  • Page 20: Solving Display Problems

    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. Table 2-5 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.
  • Page 21 Table 2-5 Solving Display Problems (continued) Blank screen and the 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 Pre-video memory error.
  • Page 22 Table 2-5 Solving Display Problems (continued) Blurry video or requested resolution cannot be set. Cause Solution If the graphics controller was upgraded, the correct graphics Install the video drivers included in the upgrade kit. drivers may not be loaded. Monitor is not capable of displaying requested resolution. Change requested resolution.
  • Page 23 Table 2-5 Solving Display Problems (continued) Vibrating or rattling noise coming from inside a CRT monitor when powered on. Cause Solution Monitor degaussing coil has been activated. None. It is normal for the degaussing coil to be activated when the monitor is powered on. Clicking noise coming from inside a CRT monitor.

  • Page 24: 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 Solution Processor resources are being used by other open Shut down all open processor-intensive applications.
  • Page 25 Table 2-6 Solving Audio Problems (continued) Computer appears to be locked up while recording audio. Cause Solution The hard disk may be full. Before recording, make sure there is enough free space on the hard disk. You can also try recording the audio file in a compressed format.

  • Page 26: Solving Printer Problems

    Solving Printer Problems If you encounter printer problems, see the documentation that came with the printer and to the common causes and solutions listed in the following table. Table 2-7 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 27: 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 to the common causes and solutions listed in the following table. Table 2-8 Solving Keyboard Problems Keyboard commands and typing are not recognized by the computer. Cause Solution Keyboard connector is not properly connected.
  • Page 28 Table 2-9 Solving Mouse Problems (continued) Mouse does not respond to movement or is too slow. Cause Solution Mouse may need repair. See the Worldwide Limited Warranty for terms and conditions. Computer is in standby mode. Press the power button to resume from standby mode. CAUTION: When attempting to resume from standby mode, do not hold down the power button for more than four seconds.

  • Page 29: 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 30 Table 2-10 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 31: 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 Solution Wake-on-LAN is not enabled.
  • Page 32 Table 2-11 Solving Network Problems (continued) Computer does not communicate with the network. Cause Solution 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 33 Table 2-11 Solving Network Problems (continued) Cannot connect to network server when attempting Remote System Installation. Cause Solution The network controller is not configured properly. Verify Network Connectivity, that a DHCP Server is present, and that the Remote System Installation Server contains the NIC drivers for your NIC.

  • Page 34: 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 (depending on the Management Engine (ME) settings on some models). 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 module.
  • Page 35 Table 2-12 Solving Memory Problems (continued) Insufficient memory error during operation. Cause Solution Too many Terminate and Stay Resident programs (TSRs) are Delete any TSRs that you do not need. installed. You have run out of memory for the application. Check the memory requirements for the application or add more memory to the computer.

  • Page 36: Solving Processor Problems

    Solving Processor Problems If you encounter processor problems, common causes and solutions are listed in the following table. Table 2-13 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 37: 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 2-14 Solving CD-ROM and DVD Problems System will not boot from CD-ROM or DVD drive.
  • Page 38 Table 2-14 Solving CD-ROM and DVD 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.

  • Page 39: 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 2-15 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 40: 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 2-16 Solving Front Panel Component Problems A USB device, headphone, or microphone is not recognized by the computer. Cause Solution Device is not properly connected.

  • Page 41: 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 2-17 Solving Internet Access Problems Unable to connect to the Internet. Cause Solution Internet Service Provider (ISP) account is not set up properly.

  • Page 42: 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 43: 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 44: Appendix A Post Error Messages

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

  • Page 45: 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 46 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.
  • Page 47 Table A-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 301-Keyboard Error Keyboard failure. Reconnect keyboard with computer turned off. Check connector for bent or missing pins. Ensure that none of the keys are depressed. Replace keyboard. 303-Keyboard Controller Error I/O board keyboard controller.
  • Page 48 Table A-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 605-Diskette Drive Type Error Mismatch in drive type. Disconnect any other diskette controller devices (tape drives). Clear CMOS. (See Appendix B, Password Security and Resetting CMOS on page 50.) 660-Display cache is detected unreliable Integrated graphics controller display cache...
  • Page 49 Table A-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 1720-SMART Hard Drive Detects Imminent Hard drive is about to fail. (Some hard drives Determine if hard drive is giving correct Failure have a hard drive firmware patch that will fix error message.
  • Page 50 Table A-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action 2202-PMM Deallocation Error during MEBx Memory error during POST execution of the Reboot the computer. cleanup Management Engine (ME) BIOS Extensions Unplug the power cord, re-seat the option ROM.
  • Page 51 Table A-1 Numeric Codes and Text Messages (continued) Control panel message Description Recommended action Network Server Mode Active and No Keyboard failure while Network Server Mode Reconnect keyboard with computer Keyboard Attached enabled. turned off. Check connector for bent or missing pins.

  • Page 52: Interpreting Post Diagnostic Front Panel Leds And Audible Codes

    Interpreting POST Diagnostic Front Panel LEDs and Audible Codes This section covers the front panel LED codes as well as the audible codes that may occur before or during POST that do not necessarily have an error code or text message associated with them. WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system board.
  • Page 53 Table A-2 Diagnostic Front Panel LEDs and Audible Codes (continued) Activity Beeps Possible Cause Recommended Action Red Power LED flashes four Power failure (power Open the hood and ensure the 4 or 6-wire times, once every second, supply is overloaded). power supply cable is seated into the followed by a two second connector on the system board.
  • Page 54 Table A-2 Diagnostic Front Panel LEDs and Audible Codes (continued) Activity Beeps Possible Cause Recommended Action Red Power LED flashes nine System powers on but is Check that the voltage selector, located on times, once every second, unable to boot. the rear of the power supply (some models), followed by a two second is set to the appropriate voltage.
  • Page 55 Table A-2 Diagnostic Front Panel LEDs and Audible Codes (continued) Activity Beeps Possible Cause Recommended Action Red Power LED flashes eleven The current processor Install a TXT capable processor. times, once every second, does not support a feature Disable TXT in the Computer Setup (F10) followed by a two second previously enabled on this utility.

  • Page 56: Appendix B 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: 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 57: 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 58: Clearing And Resetting The Cmos

    Clearing and Resetting the CMOS The computer’s configuration memory (CMOS) stores information about the computer’s configuration. The CMOS button resets CMOS but does not clear the power-on and setup passwords. Clearing CMOS will clear the Active Management Technology (AMT) settings in the Management Engine BIOS Extension (MEBx), including the password.
  • Page 59 Locate, press, and hold the CMOS button in for five seconds. NOTE: Make sure you have disconnected the AC power cord from the wall outlet. The CMOS button will not clear CMOS if the power cord is connected. Figure B-1 CMOS button NOTE: For assistance locating the CMOS button and other system board components, see the...

  • Page 60: Accessing Dps Through Computer Setup

    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 61 When the test has been completed, one of three messages will be displayed: ● Test Succeeded. Completion Code 0. ● Test Aborted. Completion Code 1 or 2. ● Test Failed. Drive Replacement Recommended. Completion Code 3 through 14. If the test failed, the completion code should be recorded and reported to your service provider for help in diagnosing the computer problem.
  • Page 62 Index hardware installation 3 access panel, locked 6 Internet access problems 35 Internet access 35 audible codes 46 keyboard 21 audio problems 18 Media Card Reader 13 keyboard problems 21 memory 28 monitor 14 beep codes 46 mouse 21 LEDs booting options network 25 blinking power 46...

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