HP HDD Troubleshooting Manual
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HP HDD Troubleshooting Manual

HP HDD Troubleshooting Manual

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HP HARD DISK DRIVE

TROUBLESHOOTING GUIDE

HDD Troubleshooting Guide
Page 1 of 48

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Summary of Contents for HP HDD

  • Page 1: Troubleshooting Guide

    HP HARD DISK DRIVE TROUBLESHOOTING GUIDE HDD Troubleshooting Guide Page 1 of 48...

  • Page 2: Table Of Contents

    Hard disk drive troubleshooting flow charts ........ 33 3.1 FLOW CHART 1: Run the Short Drive Self Test........33 3.2 FLOW CHART 2: HDD error and operating system will not boot -- with video ........................34 3.3 FLOW CHART 3: No OS boot and HDD makes clicking noise....35 3.4 FLOW CHART 4: Noisy HDD and OS boots ..........

  • Page 3: Drive Self Test (Dst)

    It is critical that these flow charts are followed when a hard disk drive (HDD) may be the cause of the failure and the failure may result in the replacement of the hard disk drive. Below are some definitions and explanations for using tools associated with these flows charts.
  • Page 4 HP Web site. - Go to http://www.hp.com. - Select “Support & Troubleshooting”. - Select “See support and troubleshooting”, then desired product - Within the self-help resources section, select “manuals”. - Select the appropriate manual. HDD Troubleshooting Guide Page 4 of 48...

  • Page 5: Running The Drive Self Test - Dst

    “File, Security, Tools, Advanced” … 3. Under “Storage” or “Tools” or possibly another heading you will find “IDE DPS Self-Test” or “HDD Self-Test”. The screen will display the list of DPS-capable hard disk drive that are installed on the computer.
  • Page 6 If no DPS-capable hard disk drive are installed, the “IDE DPS Self-Test” or “HDD Self-Test” option will not appear on the screen. (Note: SCSI drives are not DPS-capable drives) 4. Select the hard disk drive to be tested using the up and down arrow keys.

  • Page 7: Run Dst From System Bios -- Hp Notebook Examples

    Press the [F10] key F10=ROM Base Setup Computer Setup Bios Version • Select: File Security Tools Advanced Tools HDD Self-Test options Tools - Battery Status HDD Self-Test options Activate HDD Self-Test Options <F1=Help> HDD Troubleshooting Guide Page 7 of 48...
  • Page 8 Advanced Tools • Press [F10] = Select HDD Self-Test options Battery Status HDD Self-Test options Notebook hard drive F10=Select, ESC=Cancel Activate HDD Self-Test Options <F1=Help> • You will see a message like Computer Setup Bios Version File Security Tools Advanced Tools “Estimated execution time...
  • Page 9 Self test in progress …………… x% complete ESC=Cancel NOTE: user can stop the test at any time by pressing the [ESC] = Cancel key. Activate HDD Self-Test Options <F1=Help> - If the hard disk drive is good, Computer Setup Bios Version...
  • Page 10 HDD Self-Test options The “Aborted” message is Battery Status displayed. HDD Self Test Test 1 (Quick) Test succeeded Test 2 (Comprehensive) Aborted ESC=Cancel Activate HDD Self-Test Options <F1=Help> The “Aborted” message could Computer Setup Bios Version File Security Tools Advanced Tools also look like this.
  • Page 11 During POST • Press the [F10] key F10=ROM Base Setup • Select: Bios Version File Security Tools Advanced Tools Tools - HDD Self-Test options HDD Self-Test options Battery Status Activate HDD Self-Test Options <F1=Help> HDD Troubleshooting Guide Page 11 of 48...
  • Page 12 Tools Battery Calibration • Press [F10]=Continue HDD Self-Test options to run the Quick DST. HDD Self-Test HDD Self Test (Quick: 2 minutes) HDD Self Test (Comprehensive: 32 minutes) F10=Continue, ESC=Cancel Activate HDD Self-Test Options <F1=Help> Test in progress… Computer Setup...
  • Page 13 Tools Advanced Tools minutes. Battery Calibration HDD Self-Test options HDD Self Test (Quick: 2 minutes) Self test completed OK ……… 100% complete Press any key to continue Activate HDD Self-Test Options <F1=Help> At the end of the Quick test, Computer Setup...
  • Page 14 Security Tools Advanced Tools minutes. Battery Calibration HDD Self-Test options HDD Self Test (Comprehensive: 32 minutes) Self test completed OK ……… 100% complete Press any key to continue Activate HDD Self-Test Options <F1=Help> At the end of the Computer Setup...

  • Page 15: Run Dst From System Bios -- Hp Workstation Example

    Hewlett-Packard Setup Utility File Storage Security Power Advanced Storage • Press [F10] = Accept Device Configuration Storage Options DPS Self-test DPS Self-test Boot Order Select a drive: ► 40.0 GB xxxxx F10=Accept, ESC=Cancel <F1=Help> HDD Troubleshooting Guide Page 15 of 48...
  • Page 16 DPS Self-test DPS Self-test Boot Order Performing test 2 … NOTE: the user can stop the test at any time by pressing the …………………………… [ESC] = Cancel key. ESC=Cancel <F1=Help> HDD Troubleshooting Guide Page 16 of 48...
  • Page 17 DPS Self-test Boot Order the starting menu. Test succeeded Completion Code: 0 Drive Information: Size 40.0 GB Model xxxxxxxxxx Firmware 3.20 Serial Number ssssssss Location SATA 0 Pres any key to continue <F1=Help> HDD Troubleshooting Guide Page 17 of 48...

  • Page 18: Run Dst From System Bios -- Hp Desktop Example

    • Press the [F10] Bios Version <F9=Boot menu> <F10=Setup> <F12=Network Service Boot> • Select: Hewlett-Packard Setup Utility File Storage Storage Security Power Advanced Storage - Device Configuration DPS Self-Test Storage Options DPS Self-test Boot Order <F1=Help> HDD Troubleshooting Guide Page 18 of 48...
  • Page 19 Select the listed HDD. Hewlett-Packard Setup Utility File Storage Security Power Advanced Storage • Press [F10] = Accept Device Configuration Storage Options DPS Self-test DPS Self-test Boot Order Select a drive: ► 40.0 GB xxxxx F10=Accept, ESC=Cancel <F1=Help> • You will see a message like Hewlett-Packard Setup Utility “Estimated execution...
  • Page 20 Press any key to go back to the DPS Self-test Boot Order starting menu. Test succeeded Completion Code: 0 Drive Information: Size 40.0 GB Model xxxxxxxxxx Firmware 3.20 Serial Number ssssssss Location SATA 0 Pres any key to continue <F1=Help> HDD Troubleshooting Guide Page 20 of 48...

  • Page 21: Option 2: Run Dst From Hp Instant Support Web Site

    Procedure: to launch the DST from HP Instant Support, follow these steps: 1. Connect to the HP Instant Support Website and select Launch an online diagnostic session. http://instantsupport.hp.com The URL for Instant Support is - http://www.hp.com/go/ispe. HDD Troubleshooting Guide Page 21 of 48...
  • Page 22 3. On the Customer Information Page, select Region, Country, Product Category, and Connection type and then click Next. Note: Connection selection must be ”locally connected” to run diagnostics. HDD Troubleshooting Guide Page 22 of 48...
  • Page 23 5. Using information on the Health Scan Complete page, correct any critical issues that are identified. If the problem still exists, click the Hardware Diagnostics tab to get access to the hard disk drive diagnostic (DST Quick test). HDD Troubleshooting Guide Page 23 of 48...
  • Page 24 Note: The typical test time is around 1 minute for every 1 Gigabyte of capacity (e.g. a 40GB drive should take approximately 40 minutes to test). HDD Troubleshooting Guide Page 24 of 48...
  • Page 25 If hard disk drive test fails, log the error code. Contact HP to obtain a replacement drive. HDD Troubleshooting Guide Page 25 of 48...

  • Page 26: Option 3: Run Dst From Hp Insight Diagnostics Offline Edition

    Interactive and non-interactive diagnostics for a full set of components (in addition to the hard disk drive), for example: • Memory • Processor • Storage devices • Multimedia devices • Input devices (mouse, etc.) HDD Troubleshooting Guide Page 26 of 48...
  • Page 27 To launch the DST tests from HP Insight Diagnostics, follow these steps: 1. Boot from HP Insight Diagnostics CDROM. Safe Mode Graphic Option is offered here. There is a 5 second timer. Default is: Normal Drivers 2. HP Insight Diagnostics is loading. HDD Troubleshooting Guide Page 27 of 48...
  • Page 28 3. Select language, keyboard model and layout, then press [continue]. HDD Troubleshooting Guide Page 28 of 48...
  • Page 29 4. Accept the Standard License Agreement. 5. HP Insight Diagnostics starts to load all components. After each component loads, status will change from “Loading” to “Completed” with a green checkmark to the left. HDD Troubleshooting Guide Page 29 of 48...
  • Page 30 6. When all are completed, the Survey Screen will be displayed. HDD Troubleshooting Guide Page 30 of 48...
  • Page 31 7. Select the “Test” tab. 8. Select “Custom” and “Unattended” test. 9. Select “+” on storage and select “+” for the HDD testing. 10. To run the DST Quick test, select only the “Short Offline Self Test”. 11. To run the DST Comprehensive test, select only the “Extended Offline Self Test”.
  • Page 32 HDD Troubleshooting Guide Page 32 of 48...

  • Page 33: Hard Disk Drive Troubleshooting Flow Charts

    3 Hard disk drive troubleshooting flow charts FLOW CHART 1: Run the Short Drive Self Test HDD Troubleshooting Guide Page 33 of 48...

  • Page 34: Flow Chart 2: Hdd Error And Operating System Will Not Boot -- With

    FLOW CHART 2: HDD error and operating system will not boot -- with video This flow chart is used when OS boot fails and OS is not HDD error and system hangs during initiated. Video is working POST (Power On Self Test) prior to OS and symptoms tend to point loading;...

  • Page 35: Flow Chart 3: No Os Boot And Hdd Makes Clicking Noise

    FLOW CHART 3: No OS boot and HDD makes clicking noise This flow chart is used when HDD passes short OS does not boot, OS is not test but OS will not initiated and HDD makes a boot and HDD clicking noise.

  • Page 36: Flow Chart 4: Noisy Hdd And Os Boots

    FLOW CHART 4: Noisy HDD and OS boots HDD Troubleshooting Guide Page 36 of 48...

  • Page 37: Flow Chart 5: Operating System Will Not Boot

    FLOW CHART 5: Operating System Will Not Boot This flow chart is used when the HDD passes the short drive self test but the OS No Successful Boot of OS does not boot and locks up (locks up during boot of OS) during boot of OS.

  • Page 38: Flow Chart 6: Hangs During Operation

    FLOW CHART 6: Hangs during operation HDD Troubleshooting Guide Page 38 of 48...

  • Page 39: Flow Chart 7: Drive Error During Operation

    HDD passes the short drive self test and computer continues to function but Drive error during operation. there are disk errors. (computer continues to function, but there are HDD errors) Run Long Drive Self Test · from BIOS or ·...

  • Page 40: Flow Chart 8: Hdd Utilities Report Errors

    FLOW CHART 8: HDD utilities report errors HDD Troubleshooting Guide Page 40 of 48...

  • Page 41: Flow Chart 9: Blue Screens

    FLOW CHART 9: Blue screens This flow chart is used when HDD passes the short drive System blue screens and HDD is self test and the computer suspected to be the cause of the shows blue screens. failure Run Long Drive Self test ·...

  • Page 42: Flow Chart 10: Cannot Run Drive Self Test Due To Failure

    3.10 FLOW CHART 10: Cannot run Drive Self Test due to failure HDD Troubleshooting Guide Page 42 of 48...

  • Page 43: Flow Chart 11: Drive Self Test Is Not Enabled In Bios Setup

    DPS is not in BIOS setup so is not enabled. DST in not enabled. System POSTs successfully. Symptoms tend to point to HDD is suspected to be the HDD. failure Run HP Insight Off-line Diagnostics from CD or download from HP support Web site...

  • Page 44: Operating System And Cmos Help

    4. On the Select a Restore Point page, click the most recent system checkpoint in the On this list, click a restore point list, and then click Next. A System Restore message may appear that lists configuration changes that System Restore will make. Click OK. HDD Troubleshooting Guide Page 44 of 48...
  • Page 45 5. On the Confirm Restore Point Selection page, click Next. System Restore restores the previous Windows XP configuration and then restarts the computer. HDD Troubleshooting Guide Page 45 of 48...

  • Page 46: How To Re-Install The Operating System

    2. If the problem still exists, follow standard hardware troubleshooting for failures in other hardware. HDD Troubleshooting Guide Page 46 of 48...

  • Page 47: How To Clear And Reset The Cmos On Desktop Computers

    4. Locate, press, and hold the CMOS button in for five seconds. 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. HDD Troubleshooting Guide Page 47 of 48...
  • Page 48 Parts Map (IPM) for that particular desktop computer. It is available on the HP support web site. (www.hp.com, Support and Troubleshooting, select your product, select manuals under self-help resources) Replace the computer cover or access panel. End of document HDD Troubleshooting Guide Page 48 of 48...

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