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Quick Troubleshooting Guide
Compaq Deskpro Family of Personal Computers Compaq Deskpro Workstations Compaq Professional Workstations Compaq Armada Notebooks Compaq Prosignia Notebooks
Notice
The information in this guide is subject to change without notice. COMPAQ COMPUTER CORPORATION SHALL NOT BE LIABLE FOR TECHNICAL OR EDITORIAL ERRORS OR OMISSIONS CONTAINED HEREIN; NOR FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES RESULTING FROM THE FURNISHING, PERFORMANCE, OR USE OF THIS MATERIAL. This guide contains information protected by copyright. No part of this guide may be photocopied or reproduced in any form without prior written consent from Compaq Computer Corporation. 2000 Compaq Computer Corporation. All rights reserved. Printed in the U.S.A. COMPAQ, the Compaq Logo, and Deskpro Registered in the U. S. Patent and Trademark Office. PREMIER·SOUND is a trademark of Compaq Computer Corporation. Microsoft, MS-DOS, Windows, Windows NT, and other names of Microsoft products referenced herein are trademarks or registered trademarks of Microsoft Corporation. Intel and Pentium are registered trademarks of Intel Corporation. Celeron and MMX are trademarks of Intel Corporation. Product names mentioned herein may be trademarks and/or registered trademarks of their respective companies. The software described in this guide is furnished under a license agreement or nondisclosure agreement. The software may be used or copied only in accordance with the terms of the agreement.
Quick Troubleshooting Guide
Compaq Deskpro Family of Personal Computers Compaq Deskpro Workstations Compaq Professional Workstations Compaq Armada Notebooks Compaq Prosignia Notebooks
Second Edition (July 2000) Part Number 120205-002
Compaq Computer Corporation
Printer's Mark
C ONTENTS
chapter 1 General Service Information
Troubleshooting Procedures ....................................................................................................1-1 Tools Required - Desktop Computers and Workstations.........................................................1-1 Tools Required - Notebooks ....................................................................................................1-1 Protecting Yourself and the Computer.....................................................................................1-1 Clearing CMOS .......................................................................................................................1-2 Customer Responsibilities........................................................................................................1-2 POST Power-On Sequence ......................................................................................................1-3 Compaq Drive Protection System............................................................................................1-3 Accessing DPS Through Compaq Diagnostics for Windows ............................................1-4 Compaq Configuration Record Utility.....................................................................................1-4
chapter 2 Troubleshooting Flowcharts for Desktop Computers
1. Initial Troubleshooting.........................................................................................................2-2 2. No Power, Part 1 ..................................................................................................................2-3 3. No Power, Part 2 ..................................................................................................................2-4 4. No Power, Part 3 ..................................................................................................................2-5 5. No Video, Part 1 ..................................................................................................................2-6 6. No Video, Part 2 ..................................................................................................................2-7 7. No Video, Part 3 ..................................................................................................................2-8 8. Error Messages Part 1 ..........................................................................................................2-9 9. Error Messages, Part 2 .......................................................................................................2-10 10. Error Messages, Part 3 .....................................................................................................2-11 11. No O/S Loading ...............................................................................................................2-12 12. No O/S Loading from Hard Drive, Part 1 ........................................................................2-13 13. No O/S Loading from Hard Drive, Part 2 ........................................................................2-14 14. No O/S Loading from Hard Drive, Part 3 ........................................................................2-15 15. No O/S Loading from Diskette Drive ..............................................................................2-16 16. No O/S Loading from CD-ROM Drive ...........................................................................2-17 17. No O/S Loading from Network .......................................................................................2-18 18. Non-Functioning Device..................................................................................................2-19
chapter 3 Troubleshooting Flowcharts for Portable Computers
1. Initial Troubleshooting.........................................................................................................3-2 2. No Power, Part 1 ..................................................................................................................3-3 3. No Power, Part 2 ..................................................................................................................3-4 4. No Power, Part 3 ..................................................................................................................3-5 5. No Power, Part 4 ..................................................................................................................3-6 6. No Video, Part 1 ..................................................................................................................3-7 7. No Video, Part 2 ..................................................................................................................3-8 8. Non-Functioning Docking Station .......................................................................................3-9 9. No O/S Loading .................................................................................................................3-10 10. No O/S Loading from Hard Drive, Part 1 ........................................................................3-11
Quick Troubleshooting Guide
iii
11. No O/S Loading from Hard Drive, Part 2 ........................................................................3-12 12. No O/S Loading from Hard Drive, Part 3 ........................................................................3-13 13. No O/S Loading from Diskette Drive ..............................................................................3-14 14. No O/S Loading from CD-ROM or DVD-ROM Drive ...................................................3-15 15. No Audio, Part 1 ..............................................................................................................3-16 16. No Audio, Part 2 ..............................................................................................................3-17 17. Non-Functioning Device..................................................................................................3-18 18. Non-Functioning Pointing Device or Keyboard ..............................................................3-19 19. No Network or Modem Connection.................................................................................3-20
appendix A Further Troubleshooting ................................................................................................................... A-1 appendix B POST Error Messages - Numbered ................................................................................................. B-1 appendix C Post Error Messages - Not Numbered ............................................................................................ C-1
iv Quick Troubleshooting Guide
chapter
1
Not all features are available on all Compaq products.
GENERAL SERVICE INFORMATION
The information in this book was prepared for the Compaq Deskpro 2000 Series of Personal Computers with MMX technologies and later models as well as Compaq Deskpro Workstations, Compaq Professional Workstations, Compaq Armada Notebooks, and Compaq Prosignia Notebooks.
Troubleshooting Procedures
The flowcharts listed in Chapters 2 and 3 use the building-block concept, where flowchart 1 is the first flowchart to which you should refer. If, during the debug process, you find yourself in a bind, refer back to flowchart 1 to determine which potential problems you can rule out.
Tools Required - Desktop Computers and Workstations
T Torx T-15 and flat-blade screwdrivers T Loopback plugs T Write-protected bootable diskette T Anti-static wrist strap
Tools Required - Notebooks
T Magnetic flat-blade screwdriver, Torx T-8, and T-10 screwdrivers T 3/16-inch and 7-mm hex sockets or nut drivers T Security wrench T Loopback plugs T Write-protected bootable diskette T Anti-static wrist strap
Protecting Yourself and the Computer
T Turn the computer off before disconnecting or installing any cables. T When the computer is connected to an AC power source there is always voltage applied to
the system board. You must disconnect the power cord from the power source before opening the computer to prevent system board or component damage.
T For personal safety and to ensure that the computer does not overheat, Compaq
recommends that you install the computer cover or access panel before turning on the computer.
Quick Troubleshooting Guide 1-1
T The screws used in the computer are of different thread sizes and lengths; using the wrong
screw in an application may damage the unit.
T All data stored on a hard drive is lost when the drive is formatted.
Clearing CMOS
This procedure does not apply to portable computers.
1. Turn off the computer and any peripheral devices that are connected to it. 2. Disconnect the power cord from the electrical outlet and then from the computer.
CAUTION: The cooling fan is off only when the computer is turned off and the power cable has been disconnected. The cooling fan is always on in all other instances, such as when the computer is On, in Standby, or Suspend mode. CAUTION: When the computer is connected to an AC power source there is always voltage applied to the system board. You must disconnect the power cord from the power source before opening the computer to prevent system board or component damage.
3. Remove the computer cover. 4. Reset the computer by one of the following methods depending on the model.
T If the system board has a CMOS reset button, press the button and then release it to
reset the CMOS.
T If the system board uses jumpers, remove the E50 jumper from pins 1 and 2 for
60 seconds; then replace the jumper.
Customer Responsibilities
Check the service contract and verify that the customer has taken care of these items:
T Installing the operating system. T Providing and running all virus check programs. T Running Diagnostics on the hard drive. T Reloading the operating system as required. T Copying over the operating system files as required. T Reformatting the hard drive as required.
1-2
General Service Information
POST Power-On Sequence
When a Compaq Personal Computer or workstation is turned on, the computer reads its first instructions from memory. It finds the instructions from the power-on restart vector addressed in ROM and begins executing those instructions. The instructions begin with a series of ROMresident diagnostic tests called the Power-On Self-Test (POST) to determine if the computer is operational and ready to accept an operating system. The normal checking procedure for POST includes: 1. BIOS memory is tested and initialized (the first 128K of RAM is not displayed). If the system does not pass the first memory check, an immediate error message is displayed and the initialization process stops. The cause of a failure at this stage might be a problem with the ROM, the system board, the CPU, or memory. 2. The system board and bus devices are quick-tested to determine if the interrupt controllers, DMA controllers, keyboard controller, video display controller, interval timers, diskette drive controller, serial and parallel port controller, and fixed disk controller are all properly installed and are functioning properly. 3. The remaining memory is tested and the count displayed on the monitor only when starting the machine from the off mode. You should verify that the memory displayed corresponds with the memory installed in the computer. 4. The keyboard, drives, and their controllers are initialized and tested. Test results are shown via the LEDs on the keyboard and computer case. 5. CMOS memory is checked for configuration, time, and date. If the CMOS memory parameters do not match the actual system configuration, a "162-System Options" error or a "System CMOS" error will be displayed with instructions for restarting the computer. 6. The speaker will sound two short beeps or will display the Compaq splash screen when the POST has been successfully completed. Refer to the POST error messages when error messages are displayed on the screen or when beep patterns are sounded.
Compaq Drive Protection System
The Compaq Drive Protection System (DPS) is a diagnostic tool built into the hard drives installed in select Compaq Deskpro computers and workstations. DPS is designed to help diagnose problems that might result in unwarranted hard drive replacement. When Compaq Deskpro Computers and workstations are built, each installed hard drive is tested using DPS and a permanent record of key information is written onto the drive. Each time DPS is run, test results are written to the hard drive. This information may be used to help diagnose the hard drive and the computer system. Running DPS will not affect any programs or data stored on the hard drive. The test resides in the hard drive firmware and can be executed even if the computer will not boot to an operating system. The time required to execute the test depends on the manufacturer and size of the hard drive; in most cases, the test will take approximately 2 minutes per gigabyte. DPS should be used when you suspect a hard drive problem. If the computer reports a SMART Hard Drive Detect Imminent Failure message, there is no need to run DPS; instead, back up the information on the hard drive and replace the hard drive.
Quick Troubleshooting Guide
1-3
Accessing DPS Through Compaq Diagnostics for Windows
To access DPS through Compaq Diagnostics for Windows, perform the following steps: 1. Turn on the computer and select My ComputerControl PanelCompaq Diagnostics. A choice of five possible headings appears in the Diagnostics screen: Overview, Test, Status, Log, and Error. 2. Select TestType of Test A choice of three tests appear: Quick Test, Complete Test, and Custom Test. 3. Select Custom Test. A choice of two test modes is offered: Interactive Mode and Unattended Mode. 4. Select Interactive TestStorageHard Drives. 5. Select the specific drive(s) to be testedDrive Protection System TestBegin Testing. When the test has been completed, one of three messages will be displayed for each of the drives tested:
T Test Succeeded. Completion Code 0. T Test Aborted. Completion Code 1 or 2. T Test Failed. Drive Replacement Recommended. Completion Code 3 through 14.
If the test failed, the completion code should be recorded for help in diagnosing the computer problem.
Compaq Configuration Record Utility
Compaq Configuration Record Utility is an online information-gathering tool similar to other Compaq management tools that run on computers. It gathers critical hardware and software information from various sources to give a complete view of the computer. Configuration Record Utility delivers comprehensive configuration capture, provides a means for automatically identifying and comparing configuration changes, and has the ability to maintain a computer configuration history. The information can be saved as a history of multiple sessions. This utility was developed to allow resolution of problems without taking the computer off-line and to assist in maximizing computer availability. The information obtained by the utility is useful in troubleshooting computer problems, and streamlines the service process by enabling quick and easy identification of computer configurations, which is the first step in resolving service cases. The Compaq Configuration Record Utility is accessed via an icon in the Control Panel. When running the utility, information is automatically gathered on such items as the operating system version number, operating system parameters, and the operating system startup files. The utility then combines this information with information on the hardware configuration to deliver a comprehensive view of the computer.
1-4
General Service Information
chapter
2
TROUBLESHOOTING FLOWCHARTS FOR DESKTOP COMPUTERS
1. Initial Troubleshooting, 2-2 2. No Power, Part 1, 2-3 3. No Power, Part 2, 2-4 4. No Power, Part 3. 2-5 5. No Video, Part 1, 2-6 6. No Video, Part 2, 2-7 7. No Video, Part 3, 2-8 8. Error Messages, Part 1, 2-9 9. Error Messages, Part 2, 2-10 10. Error Messages, Part 3, 2-11 11. No O/S Loading, 2-12 12. No O/S Loading from Hard Drive, Part 1, 2-13 13. No O/S Loading from Hard Drive, Part 2, 2-14 14. No O/S Loading from Hard Drive, Part 3, 2-15 15. No O/S Loading from Diskette Drive, 2-16 16. No O/S Loading from CD-ROM Drive , 2-17 17. No O/S Loading from Network, 2-18 18. Non-Functioning Device, 2-19
Quick Troubleshooting Guide
2-1
1. Initial Troubleshooting
Begin Troubleshooting
115/230V set right? Y Is there power? Y
N
Set voltage to 115V or 230V as required
N
Go to Page 2-3, No Power
N Is there video? Y Beeps, LEDs, or error messages? N Is the O/S loading? Y All drives working? Y New options or software added? N End N N Y
Go to Page 2-6, No Video
Go to Page 2-9, Error Messages
Go to Page 2-12, No O/S Loading
Go to Page 2-19, Non-Functioning Device
Y
Run Compaq Configuration Utility, see Chapter 1
2-2
Troubleshooting Flowcharts for Desktop Computers
2. No Power, Part 1
No Power (Power LED is off)
Power cord connected?
N
Turn computer off. Plug power cord into computer and power outlet.
Y
Using power strip or UPS?
Y
Ensure power strip or UPS is turned on.
N N Turn computer off. Plug power cord into different active wall outlet.
Active outlet?
Y Turn off power, disconnect power cord, and open the computer.
Restart computer and return to start of this chart.
Go to Page 2-4, No Power, Part 2
Caution: Power is continuous to the system board and power supply even when the power switch is turned off. To prevent damage to the unit, disconnect the power cord from the power source or the unit before beginning disassembly procedures.
Quick Troubleshooting Guide
2-3
3. No Power, Part 2
Continued from Page 2-3, No Power, Part 1
Caution: Power is continuous to the system board and power supply even when the power switch is turned off. To prevent damage to the unit, disconnect the power cord from the power source or the unit before beginning disassembly procedures.
Power supply connected to system board? Y
N
Plug power connector into system board.
Replace power supply.
N Y Plug in power cord. 5V Aux LED on?
System board have 5V Aux LED? N
Y
1. Press power button on. 2. Check for fan rotation. 3. Press power button off.
Replace power supply.
N 1. Unplug power to all drives. 2. Remove all installed cards. 3. Press power button on.
Does fan spin?
N
Does fan spin?
Y
Y 1. Add drives back one-ata-time to find faulty drive. 2. Add cards back one-ata-time to find faulty card.
Go to Page 2-5, No Power, Part 3
N
Power on?
Y Done
2-4
Troubleshooting Flowcharts for Desktop Computers
4. No Power, Part 3
Continued from page 2-4, No Power, Part 2
Drive power and data cables connected?
N
Reseat drive power and data cable connectors.
Y
Loose or damaged components?
Y
Reseat loose components and replace damaged items in the computer.
N
Reinstall cover and restart computer.
Caution: Power is continuous to the system board and the power supply even when the power switch is turned off. To prevent damage to the unit, disconnect the power cord from the power source or the unit before beginning disassembly procedures.
N Power LED on?
Replace power switch.
Y Power LED on? Done
Y Done
N
Replace system board.
Quick Troubleshooting Guide
2-5
5. No Video, Part 1
No video
Caution: Power is continuous to the system board and power supply even when the power switch is turned off. To prevent damage to the unit, disconnect the power cord from the power source or the unit before beginning disassembly procedures.
Beeps or flashing CPU or keyboard lights? N
Y
Go to Page 2-9, Error Messages, Part 1
Monitor LED on?
Y
LED color?
(note 1)
Green
Contrast and brightness turned up?
N
Turn contrast and brightness up.
N
Amber
Y
Video adapter connected?
(note 2)
Y
Go to Page 2-7, No Video, Part 2
N
Plug in, turn on, and return to Page 2-2, Initial Troubleshooting.
Monitor plugged in and turned on?
Y
Reconnect monitor (note 3).
Video OK?
Y
Done
N Notes: Plug in and turn on monitor, then return to Page 2-2, Initial Troubleshooting.
N Replace monitor. 1. Older monitors do not support the amber LED. 2. If more than one adapter is installed, monitor must be connected to primary controller. 3. Turn off and unplug computer before reconnecting cables.
2-6
Troubleshooting Flowcharts for Desktop Computers
6. No Video, Part 2
Continued from Page 2-6, No Video, Part 1
Turn off power, disconnect power cord, and open the computer.
Reseat processor, riser board, video card, and memory, then clear CMOS.
Caution: Power is continuous to the system board and power supply even when the power switch is turned off. To prevent damage to the unit, disconnect the power cord from the power source or the unit before beginning disassembly procedures.
Replace cover and power cord, then restart computer.
Video OK, computer starts? Y
N
Same symptoms?
N
Message "System option not set"? N
Y
F1 "System option not set" routine
Y
Done Notes: 1. System boards without a piezo speaker, or chassis without an internal speaker require an external speaker. 2. Some power supplies require a load greater than the system board alone to function properly. When disconnecting drives, disconnect the data cables but leave the power cables attached. 3. Remove auxiliary video card if integrated video. 4. Remove cache module on Deskpro 2000 models (if installed).
Turn off computer and disconnect power. Replace components in system one at a time starting with hard drive. Test system after each replacement for video or beeps.
Go to Page 2-8, No Video, Part 3
Quick Troubleshooting Guide
2-7
7. No Video, Part 3
Continued from Page 2-7, No Video, Part 2
Caution: Power is continuous to the system board and power supply even when the power switch is turned off. To prevent damage to the unit, disconnect the power cord from the power source or the unit before beginning disassembly procedures.
Restart computer.
See codes or flashing lights or hear beeps? Y
N
Integrated video?
N Replace video card.
Y N Replace system board. Video OK?
Turn off computer and disconnect power. Replace components in system one at a time starting with hard drive. Test system after each replacement for video or beeps.
Y Done
2-8
Troubleshooting Flowcharts for Desktop Computers
8. Error Messages, Part 1
Beeps, CPU or Keyboard Lights, or POST error messages. Caution: Power is continuous to the system board and power supply even when the power switch is turned off. To prevent damage to the unit, disconnect the power cord from the power source or the unit before beginning disassembly procedures.
Power LED has no color showing. Computer is off.
Power LED glows green. Computer is on.
Power LED blinks green 1x/second. Normal suspend mode.
Power LED glows red. CPU not installed/fetching code.
Power LED blinks red 4x/second. CPU thermal shutdown.
Power LED blinks red 1x/two or more seconds. Power supply crow bar.
Power and hard drive LEDs glow red. Riser board not seated.
Num Lock LED flashing green. Memory error.
Caps Lock LED flashing green. No video.
Scroll Lock LED flashing green. System board failure, prior to video.
Audible. 1L 3S. System ROM is bad; system is running in FailSafe Boot Block Mode. Audible. 2S. Power-ON successful.
Continued on Page 2-10, Error Messages, Part 2.
Notes: Short (S) and long (L) beeps will only be heard if the system has a speaker. LEDs will only function on PS/2 keyboards, not USB.
Quick Troubleshooting Guide
2-9
9. Error Messages, Part 2
Caution: Power is continuous to the system board and power supply even when the power switch is turned off. To prevent damage to the unit, disconnect the power cord from the power source or the unit before beginning disassembly procedures.
Continued from Page 2-9, Error Messages, Part 1
1S 2L. Num Lock blinking. System memory not present or incompatible. Unplug, open computer, and check memory modules. Ensure memory modules are correct type and that they match in size and speed. 1L 2S. Cap Lock blinking. Video controller not present or incorrectly initialized. Ensure monitor is plugged in. Unplug, open computer, and check video card. Reseat card and ensure it is in the proper expansion slot. 1L 3S. All keyboard LEDs blinking. ROM Failure. Create ROMPaq diskette and reload ROM. Download ROMPaq from Compaq website at www.compaq.com. 2L 1S. Scroll Lock blinking. System HW failure prior to video. Unplug, open computer, and check for physical damage. Ensure all cables and cards are seated. Look for burn marks or smoke. No beeps. HD and Power LED blinking. Riser not detected. Unplug, open computer, and check and reseat riser board.
Continued on Page 2-11, Error Messages, Part 3. Notes: Short (S) and long (L) beeps will only be heard if the system has a speaker. LEDs will only function on PS/2 keyboards, not USB.
2-10
Troubleshooting Flowcharts for Desktop Computers
10. Error Messages, Part 3
Continued from Page 2-10, Error Messages, Part 2
Caution: Power is continuous to the system board and power supply even when the power switch is turned off. To prevent damage to the unit, disconnect the power cord from the power source or the unit before beginning disassembly procedures.
Error 162, 2S Beeps. System Option not set. Select F1. If error occurs after reboot, unplug and open computer and check CMOS jumper setting. Error 163. Time & Date Not Set. Set time and date in F10 or boot to O/S and set time and date. If error occurs after reboot, unplug and open computer, then check CMOS setting. Error 2xx. Memory Error. See Appendix B for specific definitions. Unplug, open computer, and reseat memory modules. Ensure modules are correct type and that they match in size and speed. Error 30x. Keyboard Error. See Appendix B for specific definitions. Do not type on keyboard before POST. Ensure keyboard connected to proper connector. Error 6xx. Floppy Error. See Appendix B for specific definitions. Unplug, open computer, check diskette drive, and check and reseat power and data cables. Error 91x. Misc. Connection Error. See Appendix B for specific definitions. Unplug, open computer, and check hood lock coil, thermal sensor pigtail, and riser for good connection. Error 178x. Fixed Disk Error. See Appendix B for specific definitions. Unplug, open computer, check hard drive, and check and reseat power and data cables. Error 1800. Thermal Alert. System overheating. Let computer cool off. Ensure processor has heatsink installed and that speed setting on system board is correct. Remove obstructions to air vents. All other POST error messages - refer to Appendix B for definitions and solutions.
Notes: Short (S) and long (L) beeps will only be heard if the system has a speaker. LEDs will only function on PS/2 keyboards, not USB. x = Numbers 1 - 9
Quick Troubleshooting Guide
2-11
11. No O/S Loading
O/S not loading from:
Factory recommended booting priority 1. CD-ROM drive 2. Diskette drive CD-ROM drive, go to Page 2-17 3. Hard drive 4. Network
Diskette drive, go to Page 2-16 NOTE: Before beginning, always check drive jumpers, cable connections, cable ends, and drives for bent or damaged pins. Hard drive, go to Page 2-13
Network, go to Page 2-18
2-12
Troubleshooting Flowcharts for Desktop Computers
12. No O/S Loading from Hard Drive, Part 1
O/S not loading from hard drive Boot from network? N
NonSystem Disk Message? Y
N
Go to Page 2-14, No O/S Loading from Hard Drive, Part 2 Go to Page 2-16, No O/S Loading from Diskette Drive
Y
Go to Page 2-18, No O/S Loading from Network
Change boot priority through Computer Setup and reboot.
Boot from CD?
N
N N
Y
Boot from diskette?
Boot from hard drive?
Y Remove CD and reboot. Remove diskette and reboot.
Y
Done
Go to Page 2-19, Non-Functioning Device
Factory Recommended Booting Priority Boot from hard drive? N Boot from hard drive? N 1. CD-ROM drive if bootable drive 2. Diskette drive 3. Hard drive Y Y Done 4. Network NOTE: Before beginning, always check drive jumpers, cable connections, cable ends and drives for bent or damaged pins.
Done
Quick Troubleshooting Guide
2-13
13. No O/S Loading from Hard Drive, Part 2
Continued from Page 2-13 No O/S Loading from Hard Drive, Part 1
Access hard drive?
Y
N
Go to Page 2-15, No O/S Loading from Hard Drive, Part 3
CD or diskette in drive? Y
N Replace hard drive.
Run FDISK
Hard drive partition? Remove diskette and reboot. Y
N
Create partition, then format hard drive to bootable C:\ prompt.
Y Boot from hard drive? Y Done
Hard drive formatted?
N
N
Format hard drive and bring to a bootable C:\ prompt. Y Y Computer boot? N Go to Page 2-15, No O/S Loading from Hard Drive, Part 3 Note: Refer to the "Customer Responsibilities" section of this document and the customer service contract. Load O/S using Restore CD if applicable (see note).
Boot from diskette drive? N
Done Go to Page 2-16, No O/S Loading from Diskette Drive
2-14
Troubleshooting Flowcharts for Desktop Computers
14. No O/S Loading from Hard Drive, Part 3
Continued from Page 2-14, No O/S Loading from Hard Drive, Part 2
System files on hard drive? Y Y Virus on hard drive? N Run SCANDISK, check for bad sectors.
N
Install O/S and reboot (see note)
Y
Clean virus.
(see note)
Boot from hard drive?
N
Run DPS test.
Y Y Done
Boot from hard drive?
N Can bad sectors be fixed? Y Fix bad sectors. Boot from hard drive? N Replace hard drive. N Apply Restore CD if applicable.
(see note)
Replace hard drive.
Y Note: Refer to the "Customer Responsibilities" section of this document and the customer service contract.
Done
Quick Troubleshooting Guide
2-15
15. No O/S Loading from Diskette Drive
O/S not loading from diskette drive
NonSystem Disk message? N
Y
Bootable diskette in drive? Y
N
Install bootable diskette and reboot computer.
Boot from another device? Y
N
Go to Page 2-19, Non-Functioning Device
Check diskette for system files. Try different diskette.
Diskette drive enabled in Computer Setup? Y
N
Enable drive and cold boot computer.
Bootable diskette in drive? Y
N
Install bootable diskette and reboot computer.
Diskette drive boot order correct? N
Y Clear CMOS
Notes: Factory Recommended Booting Priority 1. CD-ROM drive if bootable 2. Diskette drive 3. Hard drive
Change boot priority.
(see notes)
Go to Page 2-19, Non-Functioning Device
4. Network
2-16
Troubleshooting Flowcharts for Desktop Computers
16. No O/S Loading from CD-ROM Drive
No O/S Loading from CD-ROM drive
Y CD in drive?
Bootable CD in drive? Y
N
Install bootable CD and reboot computer.
N
Install bootable CD.
Try another bootable CD.
Y Boots from CD? Done Notes: Factory Recommended Booting Priority N 1. CD-ROM drive if bootable 2. Diskette drive Booting from another device? Y N Go to Page 2-19, Non-Functioning Device 3. Hard drive 4. Network
Booting order correct? N
Y Clear CMOS
Go to Page 2-19, Non-Functioning Device
Correct boot order.
(see notes)
Quick Troubleshooting Guide
2-17
17. No O/S Loading from Network
No O/S loading from network C
F12 prompt during POST? Y
Y
Select F12 on prompt? N Reboot computer. Select F12 when prompted.
Y
WOL or Network cable attached? N Attach network or WOL cable.
Y
Network jack functional?
Y
N Connect to working network jack.
Compaq supported NIC? Y
N
Turn off power, disconnect power cord, open computer, and install Compaq-compatible NIC.
Go to Page 2-19, Non-Functioning Device
Boots from network? Boots from another device? Y N Y Done
N
To C
Boot order correct ?
Y
Notes: Factory Recommended Booting Sequence 1. CD-ROM drive
N Correct boot order.
(see notes)
2. Diskette drive Go to Page 2-19, Non-Functioning Device 3. Hard drive 4. Network
2-18
Troubleshooting Flowcharts for Desktop Computers
18. Non-Functioning Device
Non-functioning device.
Turn off power, disconnect power cord, and open the computer.
Caution: Power is continuous to the system board and power supply even when the power switch is turned off. To prevent damage to the unit, disconnect the power cord from the power source or the unit before beginning disassembly procedures.
Unplug the power and data cable from the non-functioning device. Inspect cables and plugs for bent or broken pins or other damage. For a NIC or SCSI controller, remove the expansion card and inspect leads.
Any physical damage? N
Y
Fix or replace broken item.
Clear CMOS
Reattach drive. Close computer, plug in power, and reboot.
Hard drive or CD-ROM drive · RUN DPS HARD DRIVE TEST. (hard drive only) · Check IDE drive jumper settings for Cable Select and Primary/Secondary status. · Check SCSI drive ID and termination. · Correct any conflicts. NIC Possible bad NIC, replace card. If integrated NIC, replace system board.
Go to Page 2-12, No O/S Loading. N
Drive boots properly?
Drive boots properly? Y Done
N
Y Done
Diskette drive Possible bad diskette drive. Replace drive.
Quick Troubleshooting Guide
2-19
chapter
3
TROUBLESHOOTING FLOWCHARTS FOR PORTABLE COMPUTERS
1. Initial Troubleshooting, 3-2 2. No Power, Part 1, 3-3 3. No Power, Part 2, 3-4 4. No Power, Part 3, 3-5 5. No Power, Part 4, 3-6 6. No Video, Part 1, 3-7 7. No Video, Part 2, 3-8 8. Non-Functioning Docking Station, 3-9 9. No O/S Loading, 3-10 10. No O/S Loading from Hard Drive, Part 1, 3-11 11. No O/S Loading from Hard Drive, Part 2, 3-12 12. No O/S Loading from Hard Drive, Part 3, 3-13 13. No O/S Loading from Diskette Drive, 3-14 14. No O/S Loading from CD-ROM or DVD-ROM Drive, 3-15 15. No Audio, Part 1, 3-16 16. No Audio, Part 2, 3-17 17. Non-Functioning Device, 3-18 18. Non-Functioning Pointing Device or Keyboard, 3-19 19. No Network or Modem Connection, 3-20
Quick Troubleshooting Guide
3-1
1. Initial Troubleshooting
Begin Troubleshooting
N Is there power? Y Beeps, LEDs, or error messages? Y N Is there video? (no boot) Go to Page 3-7, No Video Y Keyboard/ Mouse working? N Is the O/S loading? Go to Page 3-10, No O/S Loading Y Connecting to network or modem? Go to page 3-16, No Audio Y End N Go to page 3-20, Network or Modem Connection N Go to Page 3-19, Keyboard/Mouse N Go to Page 3-3, No Power
Go to Page B-1, Error Messages N All drives working? Go to Page 3-18, Non-Functioning Device
Y
Y N Is there sound? Y
3-2
Troubleshooting Flowcharts for Portable Computers
2. No Power, Part 1
No Power (Power LED is off)
Remove from docking station if applicable.
Power up on battery power? Y Power up on AC power? Y
N
*Reset Power.
Power up on battery power? Y
N
Go to page 3-4, No Power, Part 2
N
*Reset Power.
Power up on AC power? Y
N
Go to page 3-5, No Power, Part 3
Power up in docking station?
N
Y Done *Notes: 1. On some models, there is a separate reset button. 2. On some models, the computer may be reset by using the Standby Switch and either the Lid Switch or the Main Power Switch.
1. Reseat power cables in docking station and at the AC outlet. 2. Ensure AC power source is active. 3. Ensure power strip is working.
Y Done
Power up in docking station?
N
Go to Page 3-9, Non-Functioning Docking Station
Quick Troubleshooting Guide
3-3
3. No Power, Part 2
Continued from page 3-3, No Power, Part 1 N Visually check for debris in battery socket and clean if required.
Power on?
Y
Done
N Check battery by recharging, moving it to another PC, or replacing it.
N Power on?
Replace power supply (if applicable).
Y N Go to Page 3-5, No Power, Part 3
Done
Power on?
Y
Done
3-4
Troubleshooting Flowcharts for Portable Computers
4. No Power, Part 3
Continued from page 3-4, No Power, Part 2
Plug directly into AC outlet.
Power LED on? N
Y Done
Reseat AC adapter in PC and at power source.
Y Power on? Done
N N Power outlet active? Try different outlet.
External Internal or external AC adapter? Internal Replace external AC adapter.
Y Replace power cord.
Go to page 3-6, No Power, Part 4 Y Power on? Done.
N Power on?
Y
Done N
Quick Troubleshooting Guide
3-5
5. No Power, Part 4
Continued from Page 3-5, No Power, Part 3
Open Computer
Loose or damaged parts?
Y
Reseat loose components and boards and replace damaged items.
N Close computer and retest.
N Power on? Y
Replace these items. Check computer operation after each replacement: 1. Internal DC-DC Converter* 2. Internal AC Adapter 3. Processor board (if applicable)* 4. System board* * Replace these items as a set to prevent shorting out among the components.
Done
3-6
Troubleshooting Flowcharts for Portable Computers
6. No Video, Part 1
No Video
Standalone or Docking Station*?
Standalone
Docking Station
Go to page 3-8, No Video, Part 2
A
*Note: To change from internal to external display, use Fn + F4 Key combination.
Internal or external display*?
Internal
Adjust Brightness.
Y
Video OK? Done
External
N
Adjust brightness.
Depress lid switch to ensure operation.
Video OK?
Y
Done
Video OK?
Y
Done
N
Check for bent pins on cable and for monitor connection.
N
Replace one at a time. Test after each item: 1. Cable between PC and internal monitor (if applicable) 2. Inverter board (if applicable) 3. Display LCD 4. System board
N
Video OK?
Try another monitor.
Internal and external video OK?
N
Replace system board.
Y
Y
Done
Done
Quick Troubleshooting Guide
3-7
7. No Video, Part 2
Continued from Page 3-7, No Video, Part 1
Remove PC from docking station.
Adjust internal monitor brightness.
Check brightness of external monitor.
N
Video OK?
Y
Go to A page 3-7, No Video Part 1. Video OK? Done
Y
Check for PC properly Y seated in docking station, bent pins on cable, and for monitor connection.
N
Try another external monitor.
Y
Video OK? Done
Internal and external video OK?
Y
Done
N N
Adjust external monitor brightness. Go to page 3-9, Non-Functioning Docking Station.
3-8
Troubleshooting Flowcharts for Portable Computers
8. Non-Functioning Docking Station
Reseat power cord in docking station and power outlet.
Reinstall PC into docking station. Check voltage setting on docking station.
Reseat monitor cable connector at docking station.
Docking station operating? N
Y
Done
Docking station operating? N
Y Done
Replace these items one at a time. Check computer operation after each replacement. 1. Power supply 2. I/O board 3. Backplane board 4. Switch box 5. Docking motor mechanism
Remove PC, reseat all internal parts and replace any damaged items in docking station.
Quick Troubleshooting Guide
3-9
9. No O/S Loading
O/S not loading from:
Hard drive, go to Page 3-11
Diskette drive, go to Page 3-14
CD-ROM drive, go to Page 3-15
Network, go to Page 3-20
NOTE: Before beginning, always check drive jumpers, cable connections, cable ends, and drives for bent or damaged pins.
3-10
Troubleshooting Flowcharts for Portable Computers
10. No O/S Loading from Hard Drive, Part 1
O/S not loading from hard drive
NonSystem Disk Message? N Reseat external hard drive.
Y
Go to Page 3-12, No O/S Loading from Hard Drive, Part 2
Y O/S loading? Done
N N
Go to Page 3-14, No O/S Loading from Diskette Drive N Boot from diskette?
Boot from CD?
Y Check F10 Setup for correct booting order.
Y Change boot priority through Computer Setup and reboot. N Go to Page 3-18, Non-Functioning Device
Boot from hard drive? Y
Boot from hard drive? Y Done
N
Done
NOTE: Before beginning, always check drive jumpers, cable connections, cable ends and drives for bent or damaged pins.
Quick Troubleshooting Guide
3-11
11. No O/S Loading from Hard Drive, Part 2
Continued from Page 3-11, No O/S Loading from Hard Drive, Part 1 Reseat hard drive.
CD or diskette in drive? Y Remove diskette and reboot.
N
1. Replace hard drive. 2. Replace system board.
Access hard drive? N Run FDISK
Y Done
Hard drive partition? Y Done
N
Boot from hard drive? N
Y
Create partition, then format hard drive to bootable C:\ prompt. N
Hard drive formatted? N Go to Page 3-14, No O/S Loading from Diskette Drive Y
Boot from diskette drive? Y
Format hard drive and bring to a bootable C:\ prompt.
Access hard drive? Y Go to Page 3-13, No O/S Loading from Hard Drive, Part 3
N Y Computer boot? N Go to Page 3-13, No O/S Loading from Hard Drive, Part 3 Note: Refer to the "Customer Responsibilities" section of this document and the customer service contract. Load O/S using Restore CD if applicable. (see note)
Done
3-12
Troubleshooting Flowcharts for Portable Computers
12. No O/S Loading from Hard Drive, Part 3
Continued from Page 3-12, No O/S Loading from Hard Drive, Part 2
System files on hard drive? Y Virus on hard drive? N Run SCANDISK, check for bad sectors.
N
Install O/S and reboot. (see note)
Y
Clean virus.
(see note)
O/S loading from hard drive? N
Y Done
F10 diags on diskette? N
Y
Replace hard drive.
Can bad sectors be fixed? Y Fix bad sectors.
N
Replace hard drive.
Run diags and follow recommendations.
Boot from hard drive?
N
Replace hard drive.
Y Done
Quick Troubleshooting Guide
3-13
13. No O/S Loading from Diskette Drive
Y O/S loads OK? Done.
O/S not loading from diskette drive
Reseat diskette drive.
N
NonSystem Disk message? N Boot from another device? Y Diskette drive enabled in Computer Setup? Y Y
Y
Bootable diskette in drive? Y Check diskette for system files. Try different diskette.
N
Install bootable diskette and reboot computer.
N
Go to Page 3-18, Non-Functioning Device
N
Enable drive and cold boot computer.
Non System Disk error?
Y
1. Replace diskette drive. 2. Replace system board.
N
Diskette drive boot order
Y Clear CMOS. O/S loading? Done
N Change boot priority using F10 Setup. Go to Page 3-18, Non-Functioning Device
N
3-14
Troubleshooting Flowcharts for Portable Computers
14. No O/S Loading from CD-ROM or DVD-ROM Drive
No O/S Loading from CD- or DVD-ROM drive. Y Disk in drive? Bootable disk in drive? Y N Install bootable disk and reboot computer.
N
Install bootable disk.
Try another bootable disk.
Boots from CD or DVD? N
Y Done
Reseat drive.
Boots from CD or DVD? N
Y Done
Booting from another device? Y
N
Go to Page 3-18, Non-Functioning Device
Booting order correct? N
Y Clear CMOS.
Go to Page 3-18, Non-Functioning Device
Correct boot order using F10 Setup.
Quick Troubleshooting Guide
3-15
15. No Audio, Part 1
No audio. Turn up audio internally and/or externally. Y Audio? Done
N
PC in docking station? N
Y Undock
Internal audio?
N
Y
Go to Page 3-17, No Audio, Part 2
Take the following actions one at a time as applicable. Check after each change. 1. Reseat docking station audio cable. 2. Replace audio cable. 3. Replace speaker 4. Replace docking station audio board. 5. Replace backplane board. 6. Replace I/O board.
Go to Page 3-17, No Audio, Part 2
Go to Page 3-9, Non-Functional Docking Station
N
Audio?
Y
Done
3-16
Troubleshooting Flowcharts for Portable Computers
16. No Audio, Part 2
Continued from Page 3-16, No Audio, Part 1
Audio driver in OS configured?
N
Reload audio drivers.
Y
Correct drivers for application? Y
N
Load drivers and set configuration in OS.
Connect to external speaker.
Audio?
N
Replace audio board and speaker connections in PC if applicable.
Y Audio? Done
Y
N 1. Replace internal speaker. 2. Replace audio board if applicable. 3. Replace system board.
Quick Troubleshooting Guide
3-17
17. Non-Functioning Device
Non-functioning device.
Reseat device.
Unplug the non-functioning device from the unit. Inspect cables and plugs for bent or broken pins or other damage.
Any physical damage? N
Y
Fix or replace broken item.
Clear CMOS. Go to Page 3-10, No O/S Loading. Reattach device. Close computer, plug in power, and reboot. Hard drive or CD-ROM drive Possible bad hard drive. Replace drive. NIC Possible bad NIC. Replace card. If integrated NIC, replace system board. N
Drive boots properly?
Device boots properly? Y Done
N
Y Done
Diskette drive Possible bad diskette drive. Replace drive.
3-18
Troubleshooting Flowcharts for Portable Computers
18. Non-Functioning Pointing Device or Keyboard
Pointing device or keyboard not operating properly.
Connect unit to good external keyboard or pointing device.
External device works? Y
N
Replace system board.
Reseat internal keyboard connector (if applicable).
Replace internal keyboard, cable, or pointing device.
N OK? OK?
Y Done
Y
N
Done
Replace system board.
Quick Troubleshooting Guide
3-19
19. No Network or Modem Connection
No network/modem connection.
Network or modem jack active? Y
N
Replace jack or have jack activated.
Y Digital line?
Connect to non-digital line.
N
NIC/modem configured in OS? Y Disconnect all power from PC and open computer.
N
Reload drivers and reconfigure. Y OK? Done
N Replace NIC/modem if applicable.
Reseat NIC/modem if applicable. Y OK? Done
N Replace system board.
3-20
Troubleshooting Flowcharts for Portable Computers
appendix
A
FURTHER TROUBLESHOOTING
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:
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?
Are all memory sockets filled on computers using RIMMs? Ensure that memory module types are not mixed on the same system board. The system
will not boot if RIMMs and DIMMs are mixed.
Quick Troubleshooting Guide
A-1
Solving General Problems
Problem
Computer will not turn on.
Possible Solution
1. Ensure computer is properly connected to an external power source. 2. A PCI or ISA card that has been installed is defective. Remove any adapter card that was just installed. 3. Ensure that drive power, data, and power supply cables are all properly seated. 4. See "Initial Troubleshooting" Flowchart.
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. Reset the date and time using Control Panel. If the problem persists, the real-time clock (RTC) battery may need to be replaced. When booting from a network, the PC clock may be reset to that of the server. The PC clock may also change when using other services through the server.
Computer powered off unexpectedly.
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 or air vents may be blocked. 3. The unit temperature was exceeded because the computer was running with the cover or side panel removed. Replace cover or side panel, and let the computer cool down before turning power back on.
Insufficient power to the components. Computer appears to pause periodically.
Ensure that both power supply cables are connected to the system board (some workstations). 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 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.
Cannot remove computer cover or side panel.
Computer does not boot up and power and hard drive LEDs are blinking.
1. Ensure that the riser board is properly seated (if applicable). 2. See "Error Messages" Flowchart.
A-2
Further Troubleshooting
Solving General Problems Continued Problem
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.
Possible Solution
1. System memory may be improperly installed or may be bad. 2. See "Error Messages" Flowchart.
1. The video controller is not present or is incorrectly initialized. 2. Clear CMOS. 3. If a video board has been added, remove and reseat it. 4. See "No Video" Flowchart.
Computer does not boot up and the Scroll Lock LED is flashing; you may hear two long and one short beeps.
1. System board hardware failure (prior to video). Replace system board. 2. See "Initial Troubleshooting" Flowchart.
Power Supply
Problem
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 flashing lights.
Possible Solution
1. Computer not connected to active external power source. Connect power cable to active wall plug or power strip. 2. Power switch not connected to system board. Plug the power switch cable into the system board. 3. Power line selector switch on rear of computer set to wrong voltage. Select the proper AC voltage (115V or 230V).
Computer will not turn on.
Power LED blinks red once every 2 seconds.
1. Power supply overloaded or short detected. Unplug computer from AC power source. Unplug internal power cables from all devices and unplug PCI cards. Reconnect devices one at a time to identify the cause. 2. Diskette drive power cable not properly connected. Ensure that all 4 pins on the drive are connected to the power cable connector. 3. Power supply shuts down after system warms up. Thermal overload caused by bad fan. Replace power supply. 4. Power supply will not turn on because of internal power supply fault. Replace power supply.
Power supply shuts down intermittently.
1. Power line selector switch on rear of computer set to wrong voltage. Select the proper AC voltage (115V or 230V). 2. Power supply will not turn on because of internal power supply fault. Replace power supply.
Quick Troubleshooting Guide
A-3
Diskette Drive
Problem
Diskette drive light stays on.
Possible Solution
1. Diskette is damaged. In Windows 95, 98, or 2000, run ScanDisk. In Windows NT, run Error-checking. 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, 98, or 2000 utilities. Run Computer Setup and enable the diskette drive.
Non-system disk message.
1. The system is trying to start from a nonsystem diskette. Remove the diskette from the drive. 2. Diskette MBR validation enabled. Disable the MBR validation option.
Drive not found.
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. 3. See "Non-Functioning Device" Flowchart.
A-4
Further Troubleshooting
Diskette Drive Continued Problem
A problem has occurred with a disk transaction. System has misidentified the diskette drive type.
Possible Solution
The directory structure is bad, or there is a problem with a file. Run ScanDisk. 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.
Hard Drive
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.
Problem
Hard drive error occurs.
Possible Solution
1. 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. 2. See "Non-Functioning Device" Flowchart.
Disk transaction problem.
1. Either the directory structure is bad or there is a problem with a file. In Windows 95, 98, or 2000, run ScanDisk. In Windows NT, right-click Start, click Explore, and select a drive. Select FileÆPropertiesÆTools. Under Error-checking, click Check Now. 2. See "Non-Functioning Device" Flowchart.
Drive not found.
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. 4. Check SCSI IDs to ensure none are duplicated. 5. See "Non-Functioning Device" Flowchart.
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.
Quick Troubleshooting Guide
A-5
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 set sync switch to External (if applicable). 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. 9. If a fixed-sync monitor is used, be sure that the monitor can accept the same sweep rate as the resolution chosen. 10. See "No Video" Flowchart.
Video colors are wrong.
1. Either the cabling or the monitor impedance is incorrect. 2. Ensure that the Red, Green, and Blue BNC cables are connected to the corresponding monitor connectors. 3. 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 video 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. Screen goes blank.
Monitor without the energy saver feature is being used with energy saver features enabled. Disable the monitor energy saver features.
A screen blanking utility may be installed or energy saver features may be enabled. Press any key or type password. If the video 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
Blurry display or requested resolution cannot be set.
A-6
Further Troubleshooting
Display Continued Problem
The picture is broken up; it rolls, jitters, or blinks.
Possible Solution
1. Ensure 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. 3. Fluorescent lights or fans may be too close to the monitor.
Monitor overheats.
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.
Cursor will not move using arrow keys on the numeric keypad.
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. Try printing using the DOS command DIR C:\ > [printer port]. If printer works, reload printer driver. 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. Prints garbled information.
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.
Printer is off line.
The printer may be out of paper. Check the paper tray and refill it if it is empty. Select online.
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. The SCSI drive is not configured correctly. 2. Ensure that drive cabling and jumpers are set correctly. To boot a SCSI drive, the drive ID number must be set to 0. 3. See "No O/S Loading from Hard Drive" Flowchart.
Quick Troubleshooting Guide
A-7
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 Solution
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, 98, or 2000 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.
Insufficient power to the components. Installed third-party SCSI hard drive adapter not participating in the hard drive ordering sequence provided in F10 Setup and/or is always coming up as the boot device regardless of the predetermined sequence.
Ensure both power supply cables are connected to the system board (some workstations). The third-part adapter is either not supporting BIOS Boot Specification or the Boot Vector option. A solution is not available.
A-8
Further Troubleshooting
CD-ROM and DVD-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 is loaded upside down. Eject CD, turn it over, then reload. 3. See "Non-Functioning Drive" Flowchart.
System will not boot from CD-ROM or DVD 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. 3. See "No O/S Loading from CD-ROM Drive" Flowchart.
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 or DVD device i