Checking For Customer Abuse; Troubleshooting The Problem - HP 6000 Service Manual

Checking for Customer Abuse

Some units may appear to have been damaged by customer abuse. Use these guidelines to help
determine if this is the case:
If the shipping box is seriously damaged, customer abuse cannot be declared.
If the damage could have a cause other than customer abuse, customer abuse cannot be declared.
If the unit shows any of the following, customer abuse is declared:
 Missing parts.
 Broken plastic parts.
 Parts not original to the unit.
 Damaged or missing keys on the keyboard.
Table 3-2 includes additional criteria for determining customer abuse to specific parts of the unit.
Important
Parts damaged by customer abuse are not covered by the warranty.

Troubleshooting the Problem

Record pertinent information about the unit:
Model and serial number.
Operating system and version.
BIOS version.
Accessories and peripherals used.
Analyze the problem:
Observe Symptoms.
how the problem differs from proper behavior. Also, take note of the functions that do work
properly.
Separate Problems.
Consider Causes.
troubleshooting suggestions to help find possible causes.
 The e-Diagtools diagnostic program tests most components of the Omnibook's components
using automatic and interactive tests, and will be your primary troubleshooting tool. Other
tools include the power-on self-test, DMI/Toptools (if installed), the BIOS Setup utility, and
the Sycard PCCtest. The table on page 3-5 shows how you can use these tools to isolate the
cause of the computer's problem.
 The troubleshooting suggestions on page 3-6 include general suggestions for repairing units
with specific failure symptoms.
HP Omnibook 6000/6100
Using the customer's information, try to duplicate the problem. Determine
If there is more than one symptom, separate them into distinct problems.
Keep in mind possible causes for each problem. Use the diagnostic tools and
Troubleshooting and Diagnostics 3-3