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appendix
F
TROUBLESHOOTING WITHOUT DIAGNOSTICS
Preliminary Checklist
This section describes some simple, preliminary tests and guidelines for troubleshooting the computer without using the diagnostics. If you encounter some minor problem with the computer or a software application, go through the following checklist for possible solutions before running any of the diagnostic utilities:
n n n n n n n n n n n n n n
Are the computer and monitor connected to a working electrical outlet? Is the computer turned on? Is the green power light illuminated? Is the monitor turned on? Is the green monitor light illuminated? Turn up the monitor brightness and contrast controls if the monitor is dim. Press and hold any key. If the system beeps, then the keyboard should be operating correctly. Check all cables for loose or incorrect connections. Reconfigure the computer after installing a non plug and play expansion board or other option, such as a diskette drive. Are all of the necessary device drivers installed? Have all printer drivers been installed for each application? Remove all diskettes from the diskette drives before you turn on the system. Are all switches set correctly? Is the NIC Remote Wakeup cable (featured on some models) connected between the NIC and the riser/system board?
Compaq Deskpro EN Series of Personal Computers
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Solving Minor Problems
Problem
Computer will not turn on.
Possible Solution
1. 2. Ensure that the computer is properly connected to an external power source. A PCI or ISA card that has been installed is defective. Remove any adapter card that was just installed.
Computer appears locked up and won't turn off when the power button is pressed. Computer date and time display is incorrect.
Software control of the power button may not be functional. Press and hold the button for four seconds, then release. This invokes the hardware override for the power button. First reset the date and time under Control Panel. If the problem persists, the real-time clock (RTC) battery may need to be replaced. Refer to the "Removal and Replacement Procedures" chapter in the product-specific MSG. 1. The unit temperature was exceeded because the unit is in an exceedingly hot environment or the fan is blocked. Let the unit cool down. 2. The fan may not be functioning correctly. 3. The unit temperature was exceeded because the computer was functioning with the cover or side panel removed. Replace cover or side panel, and let the computer cool down before turning power back on.
Computer powered off automatically.
Computer appears to pause periodically. Cannot remove computer cover or side panel.
Network driver is loaded and no network connection is established. Establish a network connection, or use Computer Setup or Windows Device Manager to disable the network controller. 1. Smart Lock, featured on some computers, is locked. Unlock the Smart Cover Lock using Computer Setup. 2. The Smart Cover FailSafe Key, a device for manually disabling the Smart Cover Lock, is available from Compaq. You'll need the FailSafe Key in cases of forgotten password, power loss, or computer malfunction.
Computer does not boot up and power and hard drive LEDs are blinking. Computer does not boot up and Num Lock LED is blinking; you may hear one short and two long beeps. The Caps Lock LED is flashing; you may hear one long and two short beeps. Computer does not boot up and the Scroll Lock LED is flashing; you may hear two long and one short beeps.
Ensure that the riser board is properly seated .
DIMMs may be improperly installed or may be bad.
The video controller is not present or is incorrectly initialized. Following the directions in the "Connector, Jumper, and Switch Information" chapter, clear configuration memory (CMOS). If a video board has been added, remove and reseat it. System board hardware failure (prior to video). Replace system board.
F-2
If the standard keyboard has been replaced with a Universal Serial Bus (USB) keyboard, you will hear the beep sequences mentioned above but will not see the
Troubleshooting Without Diagnostics
flashing lights.
Diskette Drive
Problem
Diskette drive light stays on.
Possible Solution
1. Diskette is damaged. In Windows 95 or 98, run ScanDisk. Click Start, System Tools, ScanDisk. 2. Diskette is incorrectly inserted. Remove the diskette and reinsert. 3. Software program may be damaged. Check the program diskettes. 4. Drive button is not pushed in. Push in drive button. 5. Drive cable is not properly connected. Reconnect drive cable.
Diskette drive cannot write to a diskette.
1. Diskette is not formatted. Format the diskette. 2. Diskette is write-protected. Either use another diskette that is not write-protected or disable the write protection on the diskette. 3. Writing to the wrong drive. Check the drive letter in the path statement. 4. Not enough space is left on the diskette. Use another diskette. 5. Diskette write control is enabled. Check the Removable Media write settings in Computer Setup.
Cannot format diskette.
Invalid media reported. When formatting a diskette in DOS, you may need to specify diskette capacity. For example, to format a 1.44-MB diskette, type the following command at the DOS prompt: FORMAT A:/F:1440
Diskette drive cannot read a diskette.
1. Diskette is not formatted. Format the diskette. 2. Using the wrong diskette type for the drive type. Check the drive type and use a compatible diskette. 3. Reading the wrong drive. Check the drive letter in the path statement. 4. Diskette drive has been disabled by Computer Setup, Windows NT, Windows 95, or Windows 98 utilities. Run Computer Setup and enable the diskette drive.
A problem has occurred with a disk transaction. Non-system disk message. Drive not found.
The directory structure is bad, or there is a problem with a file. Run ScanDisk. Click Start, then select Programs, Accessories, System Tools. The system is trying to start from a nonsystem diskette. Remove the diskette from the drive. 1. Check the cables for loose connections. 2. If a second diskette drive has been installed, follow the computer reconfiguration directions in the "Hardware Installation Problems" section.
System has misidentified the diskette drive type.
If a diskette drive other than a 3.5-inch, 1.44-MB drive has been installed, ensure that the drive type is identified correctly under Computer Setup.
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Display
Problem
Screen is blank
Possible Solution
1. Monitor is not turned on and the monitor light is not on. Turn on the monitor and check that the monitor light is on. 2. Screen save has been initiated. Press any key or move the mouse to light the screen. 3. The cable connections are not correct. Check the cable connection from the monitor to the computer and check the electrical outlet. 4. The brightness need adjusting. Adjust the brightness control. 5. The QuickBlank feature has been enabled through Computer Setup. Run Computer Setup to disable it. 6. The energy saver feature has been enabled. Press any key or click the mouse button and, if one has been set, type the password. 7. The RGB (Red, Green, Blue) input switch on the back of the monitor is incorrectly set. Set the monitor's input switch to 75 ohms and, if there is a sync switch, set it to External. 8. System ROM is bad and system is running in FailSafe Boot Block mode (indicated by one long beep and three short beeps). Reflash the ROM using a ROMPaq diskette. Refer to "FailSafe Boot Block ROM" in section 3.4.1 of this book. 9. If a fixed-sync monitor is used, be sure that the monitor can accept the same sweep rate as the resolution chosen.
Graphics colors are wrong.
Either the cabling or the monitor impedance is incorrect. 1. Ensure that the Red, Green, and Blue BNC cables are connected to the corresponding monitor connectors. 2. Be sure the monitor's RGB inputs are set to 75 ohms.
Characters are dim.
1. Adjust the monitor's brightness and contrast controls. 2. Check that the video cable is securely connected to the graphics card and monitor. 3. Set the RGB switch (and sync options, if available) to 75 ohms, with the sync set to External. Refer to the documentation included with the monitor.
Monitor does not function properly when used with the energy saver features. Blurry display or requested resolution cannot be set.
Monitor without the energy saver feature is being used with energy saver features enabled. Disable the monitor energy saver features.
If the graphics controller was upgraded, the correct display drivers may not be loaded. Install the correct display drivers on the diskette included in the upgrade kit.
continued
F-4
Troubleshooting Without Diagnostics
Display Problems Continued Problem
The picture is broken up; it rolls, jitters, or blinks.
Possible Solution
1. Be sure the monitor cable is securely connected to the computer. 2. In a two-monitor system or if another monitor is in close proximity, move the monitors apart to be sure they are not interfering with one other's magnetic field. A screen blanking utility may be installed or energy saver features may be enabled. Press any key or type password. There is not enough ventilation space for proper airflow. Leave at least 3 inches (7.6 cm) of ventilation space. Be sure there is nothing on top of the monitor obstructing the air flow. The Num Lock key is on. Press the key to turn it off. The Num Lock light should not be on when you want to use the arrow keys.
Screen goes blank.
Monitor overheats.
Cursor will not move using the arrow keys on the numeric keypad.
SCSI
Problem
System with IDE and SCSI drives will not boot from SCSI hard drive. System will not boot from a SCSI drive.
Possible Solution
The IDE drive needs to be disabled. Under the Computer Setup Advanced menu, disable the primary IDE controller.
1. 2.
The SCSI drive is not configured correctly. Ensure that drive cabling and jumpers are set correctly. To boot a SCSI drive, the drive ID number must be set to 0.
Printer
Problem
Printer will not print.
Possible Solution
1. Printer is not turned on and online. Turn the printer on and make sure it is online. 2. The correct printer drivers for the application are not installed. Install the correct printer drivers for the application. 3. If the computer is on a network, you may not have made the connection to the printer. Make the proper network connections to the printer.
Printer will not turn on.
The cables may not be connected properly. Reconnect all cables and check the power cord and electrical outlet. 1. The correct printer drivers for the application are not installed. Install the correct printer driver for the application. 2. The cables may not be connected properly. Reconnect all cables.
Prints garbled information.
Compaq Deskpro EN Series of Personal Computers
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Printer is off line.
The printer may be out of paper. Check the paper tray and refill it if it is empty. Select online.
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Troubleshooting Without Diagnostics
Hard Drive
This section identifies some quick checks for hard drive-related problems. The information provided by the diagnostics tests includes: error code, system serial number, drive serial number, drive model, and drive firmware revision. Specific details of the drive failure are not included. When you run the diagnostics, the test results are stored in a log. After completing the test, you can print this log to a local printer or save it to a file. Alternatively, before running the test, you can configure the test options to send the results to a local printer or file. Solutions for some typical hard drive problems are presented in the following table:
Problem
Hard drive error occurs.
Possible Solution
Hard disk has bad sectors or has failed. Use a utility to locate and block usage of bad sectors. If necessary, reformat the hard disk. Either the directory structure is bad or there is a problem with a file. In Windows 95 and 98, run ScanDisk. Click Start È System Tools È ScanDisk. 1. Cable could be loose. Check cable connections. 2. The system may not have automatically recognized a newly installed device. See reconfiguration directions in the "Hardware Installation Problems" section. If system still does not recognize the new device, check to see if the device is listed within Computer Setup. If it is listed, the probable cause is a driver problem. If it is not listed, the probable cause is a hardware problem. 3. Check drive jumper settings. If the drive is a secondary drive that has just been installed on the same controller as the primary drive, verify that the jumpers for both drives are set correctly.
Disk transaction problem.
Drive not found.
Nonsystem disk message.
1. The system is trying to start from a diskette that is not bootable. Remove the diskette from the diskette drive. 2. The system is trying to start from the hard drive but the hard drive may have been damaged. Insert a bootable diskette into the diskette drive and restart the computer. 3. Diskette boot has been disabled in Computer Setup. Run Computer Setup and enable diskette boot.
Second Ultra ATA hard drive does not perform optimally.
The cable is not compatible with the drive type. Reinstall the second Ultra ATA hard drive using an 80-conductor cable.
Compaq Deskpro EN Series of Personal Computers
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Hardware Installation
You may need to reconfigure the computer when you add or remove hardware, such as an additional diskette drive. If you install a plug and play device, Windows 95 and 98 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. In Windows 95 and 98, select the Add New Hardware icon in the Control Panel and follow the instructions that appear on the screen. To reconfigure the computer in Windows NT Workstation 4.0 after installing new hardware, use the utility provided with the hardware.
Problem
A new device is not automatically recognized as part of the computer system.
Possible Solutions
1. The computer needs to be reconfigured to recognize the new device. Follow the reconfiguration instructions above. If system still does not recognize the new device, but the device is listed within Computer Setup, use Computer Setup to address any resource conflicts. 2. When the system advised you of changes to the configuration, you did not accept them. Reboot the computer and follow the instructions for accepting the changes. 3. A plug and play board may not automatically configure when added if the default configuration conflicts with other devices. Use Windows 95 or 98 Device Manager to deselect the automatic settings for the board and choose a basic configuration that doesn't cause a resource conflict. You can also use Computer Setup to reconfigure or disable devices to resolve the resource conflict. 4. The cables for the new external device are loose or the power cables are unplugged. Check all cables, and check that pins in the cable or connector are not bent down. 5. The power switch for the new external device is not turned on. Turn off the computer, turn on the external device, and then turn the computer on to integrate the new device with the computer. 6. If the drive is a secondary drive that has just been installed on the same controller as the primary drive, verify that the jumpers for both drives are set correctly.
F-8
Troubleshooting Without Diagnostics
CD-ROM
Problem
Cannot read compact disc.
Possible Solution
1. CD is not properly seated in the drive. Eject the CD, correctly seat it in the drive, then reload. 2. CD has been loaded upside down. Eject the CD, turn it over, then reload.
System will not boot from CD-ROM drive.
1. The CD-ROM boot is not enabled through the Computer Setup utility. Run the Computer Setup utility and set the drive priorities. 2. Ensure that drive cabling and jumpers are set correctly. To boot a SCSI drive, the drive ID number must be set to 0.
Cannot eject compact disc (tray-load unit).
CD is not properly seated in the drive. Turn off the computer and insert a thin metal rod into the emergency eject hole and push firmly (a straightened paper clip can be used). Slowly pull the tray out from the drive until the tray is fully extended, then remove the CD. 1. Remove the drive from the chassis. 2. Remove the front bezel from the drive. 3. Remove the top and bottom drive covers. 4. Release the clamping mechanism to retrieve the CD.
Cannot eject compact disc (slot-load unit).
CD-ROM device is not detected; driver is not loaded.
CD-ROM drive is not connected properly or not properly terminated. Open the computer and check the drive cable.
Compaq Deskpro EN Series of Personal Computers
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Memory
Problem
System won't boot or does not function properly after installing additional memory modules
Possible Solution
Memory module is not the correct type or speed grade for the system. Replace module with an industry-standard, SPD-compliant 168-pin synchronous dynamic random access memory (SDRAM) DIMM that meets the following criteria (if you do not know the system bus speed, run Computer Setup to determine it):
System Bus
66 MHz Rated for 66 MHz or faster operation. Has an access time (CLK to Q) of 9nS or less. Supports CAS latency 2 or 3 operation. Out of Memory error. 100 MHz Rated for 100 MHz or faster operation. Has an access time (CLK to Q) of 6nS or less. Supports CAS latency 2 or 3 operation.
1. Memory configuration may not be set up correctly; check memory configuration using Device Manager. 2. The computer has run out of memory for the application. Check the application documentation to determine the memory requirements.
Memory count during POST is wrong. Insufficient memory error during operation.
Memory modules may not have been installed incorrectly or nonSDRAM DIMM modules may have been used. 1. Too many Terminate and Stay Resident programs (TSRs) are installed. Delete any unnecessary TSRs.
2. There is not enough memory for the application. Check the memory requirements for the application or add more memory.
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Troubleshooting Without Diagnostics
Network
Some common causes and solutions for network problems are listed in the following table. These guidelines do not discuss the process of debugging network cabling.
Problem
The Remote Wakeup feature is not functioning.
Possible Solution
1. The feature is not available when using an AUI network connection; use an RJ-45 network connection. 2. Remote Wakeup is not enabled. Use the network control application to enable Remote Wakeup.
Network driver does not detect network controller. Network status link light does not turn on or flashes.
Network controller is disabled. Run Computer Setup and enable network controller. 1. 2. 3. 4. 5. No active network is detected. Check cabling and network equipment for proper connection. Network connection is not set up properly. Use the network control application to verify that the device is working properly. System is configured for AUI connection; link LED does not apply to AUI connections. Network driver is not properly loaded. Reinstall network drivers. System cannot autosense the network. Disable autosensing capabilities and force the system into the correct operating mode. The cable is not securely connected or is attached incorrectly. 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. There is a problem with the cable or a device at the other end of the cable. Ensure that the cable and device at the other end are operating correctly. The network controller is defective. Replace the controller or the system board. Network controller interrupt with an expansion board. Under the Computer Setup Advanced menu, change the resource settings for the board. Network drivers are not loaded, or driver parameters do not match current configuration. Make sure the network drivers are loaded and that the driver parameters match the configuration of the network controller. The network controller is not configured for this computer. In Windows 95, 98, or Windows NT, select the Network icon at the Control Panel. Network controller interrupt with an expansion board. Under the Computer Setup Advanced menu, change the resource settings for the board.
continued
Diagnostics reports a failure.
1.
2.
3. 4.
Diagnostics passes, but the computer does not communicate with the network.
1.
2.
3.
Compaq Deskpro EN Series of Personal Computers
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Network Problem Continued Problem
Network controller stopped working when an expansion board was added to the computer.
Possible Solution
1. Network drivers are not loaded or driver parameters do not match the current configuration. Make sure that the drivers are loaded and that the driver parameters match the configuration of the network controller. The cable is not securely connected or is attached incorrectly. 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. Network controller interrupt with an expansion board. Under the Computer Setup Advanced menu, change the resource settings for the board. Network drivers were accidentally deleted when the drivers for the new expansion board were installed, or the files containing the network drivers are corrupted. Reinstall the network drivers, using backup diskettes. The files containing the network drivers are corrupted. Reinstall the network drivers, using backup diskettes. The cable is not securely connected or is attached incorrectly. 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. The network controller is defective. Replace the network controller or system board.
2.
3.
4.
Network controller stopped working without apparent cause.
1. 2.
3.
Cannot connect to the network server when attempting Remote System Installation.
The network controller is not configured properly. Run Computer Setup and modify the Embedded NIC Settings.
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Troubleshooting Without Diagnostics
Resolving Audio Hardware Conflicts
Hardware conflicts occur when two or more peripheral devices contend for the same signal lines or channels. Conflicts between the audio interface and another peripheral device may be due to the settings of the base I/O addresses, interrupts, or DMA channels. The audio interface typically has the following settings:
Item
Base I/O address FM Synthesizer I/O address Interrupt 8-bit DMA
Setting
220H 388-38Bh IRQ 5 Channel 1
To resolve hardware conflicts: 1. Change the hardware settings of your audio card or the peripheral card in your system if the peripheral card is using the audio interface setting. You can change settings for integrated audio using Computer Setup. 2. If you are unsure of the settings of the peripheral cards, you can isolate the source of the problem by temporarily removing all cards and other essential cards such as the disk controller. After that, add the cards back one at a time until the card that is causing the conflict is found.
Problem
Sound does not come out of the speaker.
Possible Solution
Software volume control is turned down in Microsoft Sound System Control Panel, or CD-ROM volume control on the front or back of the computer is turned down. 1. Click Start, then select Programs, Accessories, Multimedia, Volume Control. 2. Turn the CD-ROM volume control knob on the front or back of the computer to increase the volume.
Troubleshooting Using Compaq Intelligent Manageability Features
The Local Alert Pop-Up Dialog notifies you of an impending or actual hardware failure. If the computer is connected to a network and the Compaq Insight Management Agents are installed and configured, an Simple Network Management Protocol (SNMP) trap (message) is sent to the specified SNMP-compliant management application. The Local Alert Pop-Up Dialog also tells you the steps you need to take prior to a hardware failure to avoid loss of data and damage to the computer. The system administrator can create a customized action message that might include contact telephone or pager numbers. To close the Local Alert Pop-Up Dialog, click the Close button. To retrieve fault information after closing the dialog, run Compaq Insight Personal Edition. For more detailed information, refer to the online Intelligent Manageability Guide.
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