Compaq Notebook Series Troubleshooting Manual
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Compaq Notebook Series Troubleshooting Manual

Compaq Notebook Series Troubleshooting Manual

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Troubleshooting

Compaq Notebook Series
Document Part Number: 267644-001
April 2002
This guide gives you steps to troubleshoot minor problems
yourself and obtain support from Compaq. It presents common
problems users may encounter and provides solutions and
resources.

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Summary of Contents for Compaq Notebook Series

  • Page 1: Troubleshooting

    Troubleshooting Compaq Notebook Series Document Part Number: 267644-001 April 2002 This guide gives you steps to troubleshoot minor problems yourself and obtain support from Compaq. It presents common problems users may encounter and provides solutions and resources.
  • Page 2 All other product names mentioned herein may be trademarks of their respective companies. Compaq shall not be liable for technical or editorial errors or omissions contained herein. The information is provided “as is” without warranty of any kind and is subject to change without notice. The warranties for Compaq products are set forth in the express limited warranty statements accompanying such products.

  • Page 3: Table Of Contents

    Contents Solving Common Problems ..... . . 1–1 Quick Solutions Checklist ....1–2 Using the World Wide Web.

  • Page 4: Solving Common Problems

    ■ For Compaq support, refer to “Preparing to Call Technical Support” and “Using the World Wide Web” in this guide. ■ To locate a Compaq authorized dealer, reseller, or service provider, refer to the Worldwide Telephone Numbers booklet included with the notebook.

  • Page 5: Quick Solutions Checklist

    Problems and Solutions Quick Solutions Checklist ✎ To shut down a system that is not responding, when Windows shut down procedures cannot be used, refer to the emergency shut down procedures outlined in the Hardware Guide on this CD. ■ Is adequate power available to the notebook? ❏...

  • Page 6: Using The World Wide Web

    Are all necessary device drivers installed? Using the World Wide Web A range of Compaq support services are available on the Compaq Web site. You can browse the reference information or contact support and submit questions via email. You can also find technical assistance from peers via Compaq Forums and Communities.

  • Page 7: Preparing To Call Technical Support

    Configuration settings, including contents of the system files ✎ If you take the notebook to a Compaq dealer, reseller, or service provider for service, remember to remove any power-on or setup passwords you have set, or provide the passwords to the service provider.

  • Page 8: Problem Solutions Table

    Problems and Solutions Problem Solutions Table Audio Problems Problem Possible Cause Solution No sound. Volume has been muted Use volume buttons or or turned down. the volume control icon on the taskbar to adjust the volume. Volume has been muted To display the volume and the volume control control icon, refer to the...
  • Page 9 Problems and Solutions Audio Problems (Continued) Problem Possible Cause Solution External microphone The wrong jack is being To identify the right jack, does not work. used. refer to the external components information in the Hardware Guide on this CD. The recording source is Select the recording not selected in the source in the software...

  • Page 10: Battery Problems

    No action is required. after charging. normally during charging. Date and time must be The battery that backs Contact your Compaq reset each time the up the real-time clock authorized service notebook is turned on. has reached the end of provider to replace the its useful life.
  • Page 11 Problems and Solutions Battery Problems (Continued) Problem Possible Cause Solutions Battery light does not AC power is not Check the power turn on to indicate connected to the source. that battery pack is notebook. charging; battery pack Battery pack is already No action is required.
  • Page 12 Problems and Solutions Battery Problems (Continued) Problem Possible Cause Solutions Battery pack charge Battery conservation To optimize battery does not last as long settings, practices, and settings, refer to the as expected. procedures are not set battery conservation optimally. information in the Hardware Guide on this CD.

  • Page 13: Cd And Dvd Drive Problems

    Problems and Solutions CD and DVD Drive Problems Problem Possible Cause Solution System does not The drive is not seated Remove, then reinsert, recognize a CD or properly. the drive. DVD drive. System software does Install drivers and/or a not support the drive. system ROM upgrade as instructed in the drive documentation.
  • Page 14 If the disc still does not start, contact Compaq support. System cannot start up A disc in the CD or DVD Insert a bootable disc from a CD or DVD disc.
  • Page 15 Problems and Solutions CD and DVD Drive Problems (Continued) Problem Possible Cause Solution System does not initiate To protect the notebook Stop the DVD or CD Standby or Hibernation from possible video playback. Remove drive while a CD or DVD disc degradation and/or loss media before initiating is in use.

  • Page 16: Infrared Communications Problems

    Problems and Solutions Infrared Communications Problems Problem Possible Cause Solution Cannot link with another Infrared software is Install infrared software infrared-equipped not running on both on the second device notebook or device. devices. and start the program on both devices. Infrared Monitor search Enable the Infrared is disabled.
  • Page 17 Problems and Solutions Infrared Communications Problems (Continued) Problem Possible Cause Solution Data transmission Direct sunlight, Remove the interfering problem. energy-saving light source(s), or move fluorescent light, or the infrared ports closer flashing incandescent together, or select a light is close to the slower fixed baud rate infrared connections.

  • Page 18: Modem Problems

    Problems and Solutions Infrared Communications Problems (Continued) Problem Possible Cause Solution System does not initiate The system cannot Disable Infrared Monitor Standby while infrared initiate Standby while search in your operating port is enabled. Infrared Monitor search system. is enabled. Modem Problems Problem Possible Cause...
  • Page 19 Problems and Solutions Modem Problems (Continued) Problem Possible Cause Solution No dial tone, with or Telephone service is Connect a telephone without “No dial tone” not connected to the to the wall jack. If you message. (continued) telephone wall jack. do not hear a dial tone, contact your telephone service provider.
  • Page 20 Problems and Solutions Modem Problems (Continued) Problem Possible Cause Solution Modem does not Line conditions in your Have your telephone connect at highest area or in the area you line checked by your speed. are calling may not local telephone service support the highest provider.
  • Page 21 Problems and Solutions Modem Problems (Continued) Problem Possible Cause Solution Modem loses Call waiting feature may Disable call waiting connection. be interfering with the feature before dialing. connection. For information about disabling call waiting, and to obtain the “disable call waiting code”...

  • Page 22: Pc Card Problems

    Problems and Solutions PC Card Problems Problem Possible Cause Solution Notebook does not Volume is muted. Use volume buttons or beep when PC Card is the volume control icon inserted, but PC Card on the taskbar to adjust works. the volume. PC Card beeps have To enable PC Card been disabled.

  • Page 23: Keyboard And Pointing Device Problems

    Problems and Solutions PC Card Problems (Continued) Problem Possible Cause Solution Notebook beeps twice The storage PC Card is Verify or change the when a storage PC not formatted. drive letter assignment. Card is inserted, but the For instructions, refer to PC Card does not work.
  • Page 24 Problems and Solutions Keyboard and Pointing Device Problems (Continued) Problem Possible Cause Solution External mouse does The external mouse is Ensure that the drivers not work. not supported or does included with your not have the correct mouse have been drivers installed.

  • Page 25: Hard Drive Problems (Primary Hard Drive)

    Problems and Solutions Hard Drive Problems (Primary Hard Drive) Problem Possible Cause Solution Hard drive cannot be The notebook may have To set or remove accessed. DriveLock protection passwords, refer to the enabled on the drive. security section in the Software Guide on this CD.

  • Page 26: Hard Drive Problems (Secondary Hard Drive)

    Problems and Solutions Hard Drive Problems (Secondary Hard Drive) Problem Possible Cause Solution System does not The drive is not seated Remove, then reinsert, recognize a hard drive. properly. the drive. The drive was inserted Shut down the while the system was notebook before on, in Standby, or in inserting or removing...

  • Page 27: Power Problems

    Problems and Solutions Power Problems Problem Possible Cause Solution Notebook will not turn Battery pack may be Remove or replace the on when connected to defective. battery pack. external power while battery pack is in the notebook. Notebook turned off System initiated Exit Hibernation.

  • Page 28: Games Problems

    Problems and Solutions Power Problems (Continued) Problem Possible Cause Solution System does not initiate The system cannot Disable Infrared Monitor Standby. initiate Standby while search in your operating Infrared Monitor search system. is enabled. The system cannot Remove the CD or DVD initiate Standby while a disc.

  • Page 29: Display Problems

    Problems and Solutions Display Problems Problem Possible Cause Solution Characters on notebook Notebook is in direct Move the notebook or display are dim. light. tilt the display. Screen brightness is To increase screen set low. brightness, press the brightness hotkeys. Refer to the Hardware Guide on this CD for the hotkey settings.

  • Page 30: Internet Problems

    Problems and Solutions Internet Problems Problem Possible Cause Solution Cannot connect to the Internet service Verify your Internet Internet. provider (ISP) account settings or contact your is not set up properly. ISP for assistance. Internal modem is not Reconnect the modem set up properly.

  • Page 31: Usb Problems

    Problems and Solutions USB Problems Problem Possible Cause Solution External device The external device If the external device connected to the does not start up. requires external power, USB connector does ensure that it is plugged not work. into the electrical outlet correctly.
  • Page 32 Problems and Solutions USB Problems (Continued) Problem Possible Cause Solution A device, for example USB legacy support is To enable USB legacy the keyboard or mouse, disabled. support, refer to the connected through the Software Guide on this USB connector does CD for Computer Setup not work before the information.
  • Page 33 Index help calling Compaq technical audio problems 1–5 support 1–4 Hibernation battery pack problems 1–7 1–9 problems with CDs and DVDs 1–10 CD problems 1–10 clock infrared problems 1–13 problems with date and time internal keyboard problems 1–21 1–7 internal modem problems 1–27 Compaq Diagnostics 1–4...
  • Page 34 Index speaker problems 1–5 Standby passwords problems with CDs and DVDs providing to service provider 1–10 1–4 problems with Infrared 1–15 PC Card problems 1–19 playing games problems encountered 1–25 technical support calls pointing stick problems 1–20 gathering information prior to power (battery pack) problems 1–7 1–4 power problems 1–24...

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