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3

Updating the BIOS and Sending the Support
Ticket

This chapter describes how to set up and use the e-features of e-Diagtools: updating the
BIOS and sending the Support Ticket.

If you have a HP Notebook PC, refer to chapter 8, “e-Diagtools for Windows“ for all
information about setting up and using e-features.

this chapter applies to

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hp workstations

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hp notebook pcs

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Summary of Contents for Brio BA300

Page 1: ...hp e diagtools 3 5x user s guide www hp com desktops diagtools hp business pcs hp e pc hp brio hp vectra hp workstations including hp visualize hp kayak hp notebook pcs hp omnibook hp pavilion ...

Page 2: ...aterial This document contains proprietary information that is protected by copyright All rights are reserved No part of this document may be photocopied reproduced or translated to another language without the prior written consent of Hewlett Packard Company Adobe Acrobat and Acrobat Reader are trademarks of Adobe Systems Incorporated Microsoft MS MS DOS Windows and Windows NT are U S registered ...

Page 3: ...n your HP computer s support web site refer to page 6 for web addresses Virtual Call Assistant User s Guide Explains how to install configure and use the Virtual Call Assistant an e Diagtools diagnostic aid that is capable of detecting and recognizing audio error signals from remote computers It is available on your HP computer s support web site refer to page 6 for web addresses HP Utility Partit...

Page 4: ... the latest BIOS version for your computer What s New in e Diagtools Version 3 5x Version 3 5x of e Diagtools has these new features Supports the latest HP computers Incorporates new more efficient hardware diagnostics tests Has an improved user interface especially for advanced tests Available in these languages English French German Italian Spanish Portuguese Simplified Chinese and Japanese Has ...

Page 5: ...xtended using HP Toptools or HP Instant Support to include remote troubleshooting and diagnosis via your LAN NOTE Only the HP Utility Partition version of e Diagtools 3 5x supports the full range of e features When you run e Diagtools 3 5x from a CD ROM you will not be able to update the BIOS Compatibility e Diagtools version 3 5x can run on the latest models of HP computers Other versions of e Di...

Page 6: ...ite www hp com desktops diagtools For more information about support for your HP computer including e Diagtools information refer to the HP Support web sites For more information about HP Customer Care Service and Support refer to chapter 9 HP Customer Care Service and Support HP Support www hp com go support HP Vectra Support www hp com go vectrasupport HP Brio Support www hp com go briosupport H...

Page 7: ... HP Business PCs 19 Option 2 Starting e Diagtools on Other HP Computers Including HP Notebook PCs 22 If You Are Unable to Start e Diagtools From the Hard Disk 23 Starting e Diagtools from a CD ROM 23 Which CD ROM to Use 23 How to Start e Diagtools 23 The e Diagtools Main Menu 25 Help 25 Update BIOS when available 25 Update BIOS Clearing its Settings when available 25 Run e Diagtools 26 Support Tic...

Page 8: ...for Sending the Support Ticket 36 Step 5 Save the Parameters 36 HP Toptools 36 Information About The LAN Configuration Agent 37 Updating the BIOS 38 How To Update the BIOS 38 Sending the Support Ticket 40 How To Send the Support Ticket 40 4 e Diagtools Hardware Detection Overview of Hardware Detection 44 Hardware Detection Results 45 If a Component is Not Detected 46 5 e Diagtools Basic System Tes...

Page 9: ...Support Ticket Screen 65 Performing Actions in the Support Ticket Screen 66 8 e Diagtools for Windows What is e Diagtools for Windows 68 e Diagtools for Windows Commands 70 Support Ticket 70 BIOS Options 71 Download and Update 71 Connection Parameters 72 Info 74 9 HP Customer Care Service and Support Your HP Authorized Reseller 76 Hewlett Packard Support and Information Services 76 HP Customer Car...

Page 10: ...Contents 10 English ...

Page 11: ...tics and BIOS errors which help you troubleshoot hardware problems when your HP Business PC or HP Workstation cannot boot start properly Pre boot diagnostics are not provided on all HP Workstations It also describes a web based troubleshooting tool related to pre boot diagnostics BIOS EMU errors and e Diagtools for HP Business PCs or HP Workstations ...

Page 12: ...roubleshooting or replacement The modulated audio signal can be interpreted by a support provider equipped with the Virtual Call Assistant For more information about the Virtual Call Assistant refer to the Virtual Call Assistant User s Guide available on your HP computer s support web site refer to page 6 for web addresses The distinct beeps form a beep code that you can interpret using the follow...

Page 13: ...en If your computer encounters a BIOS error it will display a BIOS error message on the screen such as Error message 1 of 1 Error code 0103 Keyboard not detected Keyboard error Sometimes recommendations for troubleshooting are also displayed below the error message or you need to press Enter to get the recommendations The error message and recommendations if provided can be used to troubleshoot th...

Page 14: ...ror signal into the telephone handset To play the audio error signal For BIOS error messages press Enter then F11 For pre boot errors beep errors press the computer s power button for at least five seconds For e Diagtools errors press F11 when indicated on the screen The support provider can then decode the signal and provide a solution For more information about Virtual Call Assistant refer to th...

Page 15: ...ror messages also called configuration diagnostics e Diagtools hardware diagnostic errors described on page 51 and page 60 These web based troubleshooting tools can provide valuable support information and help you solve your problem The tools are available for HP e pc HP Brio HP Vectra and HP Kayak computers You can access e Diagtools online troubleshooting by connecting to your computer s suppor...

Page 16: ...1 Pre Boot Diagnostics and BIOS Errors e Diagtools Online Troubleshooting 16 English ...

Page 17: ...2 Starting e Diagtools This chapter describes how to start and run e Diagtools from the HP Utility Partition or from a CD ROM this chapter applies to hp business pcs hp workstations hp notebook pcs ...

Page 18: ... the computer press F8 when the logo screen appears then press F2 To enter the Setup program on other HP computers including HP Notebook PCs restart the computer and press F2 when the HP logo appears 2 If present ensure all Hardware Protection items in the Security menu are set to Enabled or Unlocked 3 If you are using a CD ROM to run e Diagtools ensure the option to start from the CD ROM is enabl...

Page 19: ...computer model Most of the latest HP Business PCs have a new configuration and diagnostics startup menu Option 1 Starting e Diagtools on new HP Business PCs 1 Restart your computer 2 When the HP logo appears press F8 to enter the Configuration and Diagnostics menu If you do not have the screen shown below refer to Option 2 Starting e Diagtools on Other HP Computers Including HP Notebook PCs on pag...

Page 20: ...gnostics and press Enter On some computers you can also press F10 to run e Diagtools If you get an error message after choosing the option to run e Diagtools it probably means that the Utility Partition has been disabled Refer to If You Are Unable to Start e Diagtools From the Hard Disk on page 23 The actual Configuration and Diagnostics screen may differ between computer models ...

Page 21: ...the Utility Partition on your Hard Disk 4 The e Diagtools main menu appears Highlight the desired option and press Enter This menu is described in more detail on The e Diagtools Main Menu on page 25 Some menu options are not available on all HP computers ...

Page 22: ...e are two examples Press F10 to enter HP Utility Partition or any other key to proceed Press F10 to start diagnostics Press the F10 key If this message does not appear it probably means that the Utility Partition has been disabled or deleted Refer to If You Are Unable to Start e Diagtools From the Hard Disk on page 23 3 The following menu appears Select the desired option This menu is described in...

Page 23: ...ort web site refer to page 6 for web addresses Which CD ROM to Use Different CD ROMs are provided with each type of HP computer To know which CD ROM to use for running e Diagtools on your computer refer to the section Media on page 5 How to Start e Diagtools To start e Diagtools from the recovery CD ROM provided with your computer 1 Insert the HP CD ROM in your CD ROM drive Restart your computer 2...

Page 24: ... Starting e Diagtools from a CD ROM 24 English 4 In the next screen select the desired language 5 The main menu appears Select the desired option This menu is described in more detail on The e Diagtools Main Menu on page 25 ...

Page 25: ...ating the BIOS on page 38 to learn how to do this For information on how to configure e Diagtools to update the BIOS refer to chapter 3 Update BIOS Clearing its Settings when available Checks for a BIOS update and if available installs it on your system and resets the BIOS settings to their default values For HP Notebook PCs the BIOS update must already be present in the utility partition you can ...

Page 26: ... Run e Diagtools Runs e Diagtools hardware diagnostics and optionally sends the Support Ticket to your support provider by email This process is described in subsequent chapters of this manual Select this option and the welcome screen appears Press F2 to continue running e Diagtools hardware diagnostics You will enter the first phase hardware detection described in chapter 4 e Diagtools Hardware D...

Page 27: ...ovider refer to Sending the Support Ticket on page 40 For more information on how to configure e Diagtools to send the support ticket via email refer to chapter 3 For an up to date Support Ticket run e Diagtools first If you do not run e Diagtools first the last available Support Ticket will be sent This main menu option is only available on the hard disk version However if you are using the CD RO...

Page 28: ...2 Starting e Diagtools The e Diagtools Main Menu 28 English ...

Page 29: ... and use the e features of e Diagtools updating the BIOS and sending the Support Ticket If you have a HP Notebook PC refer to chapter 8 e Diagtools for Windows for all information about setting up and using e features this chapter applies to hp business pcs hp workstations hp notebook pcs ...

Page 30: ...et several times when using e Diagtools to diagnose your computer s hardware Most of the parameters necessary to accomplish these operations are collected automatically by the HP e Diagtools LAN Configuration Agent described on page 34 NOTE For HP Business PCs and HP Workstations the e features of e Diagtools do not work over a modem connection or if using automatic proxy server configuration HP N...

Page 31: ...er should have An HP Utility Partition on the hard disk or e Diagtools on CD ROM if you do not need the use the e Diagtools BIOS update feature One of these supported operating systems Microsoft Windows 95 OSR 2 0 or higher Microsoft Windows 98 and Windows 98 Second Edition Microsoft Windows NT 4 0 SP4 through 7 Microsoft Windows 2000 Microsoft Windows XP One of these supported web browsers Micros...

Page 32: ...e BIOS or send the Support Ticket The Networking Parameters screen will open automatically Step 2 Set the BIOS Update Parameters Check the Update server URL parameter This should already be correct and set to the location of the BIOS packages on HP s server as follows For HP Business PCs and Workstations http ftp hp com pub ccd epackages master ini For HP Notebook PCs http ftp hp com pub mobile_co...

Page 33: ...cket Enter your email address and your support provider s email address in the space provided NOTE It is important that you have a prior agreement with your support provider before sending the Support Ticket Step 4 Save the Parameters At this stage all networking parameters should be correct Press F2 to continue this will ensure that these parameters are saved ...

Page 34: ...etting up and using e features Before You Begin Before you begin your computer should have the HP Utility Partition on the hard disk or e Diagtools on CD ROM if you do not need to use the e Diagtools BIOS update feature Step 1 Open the e Diagtools Networking Parameters Screen You can do this by running e Diagtools as usual for instructions refer to chapter 2 Starting e Diagtools then clicking the ...

Page 35: ... the LAN Configuration Agent However you must satisfy the prerequisites described in Before You Begin on page 31 For more information about the LAN Configuration Agent refer to page 37 If the computer does not have a fixed IP address press F5 to enter the advanced configuration screen then press F12 to get the DHCP setting Step 3 Set the BIOS Update Parameters Check the Update server URL parameter...

Page 36: ...a prior agreement with your support provider before sending the Support Ticket Step 5 Save the Parameters At this stage all networking parameters must be correct Press F2 to continue this will ensure that these parameters are saved HP Toptools It is also possible to enter all the network parameters needed by e Diagtools using HP Toptools Device Manager version 5 0 or higher or Toptools Agents vers...

Page 37: ...n You can use this to Make an immediate copy of the current network settings for use by e Diagtools Choose whether or not the agent copies your network settings every time Windows starts up If you use HP Toptools to set up e Diagtools network configuration this option should be set so the agent copies your network settings at every startup By default this option is set so that Windows copies your ...

Page 38: ... the BIOS update feature to work correctly your computer must satisfy the prerequisites described in Before You Begin on page 31 Additionally your computer s networking parameters must be set correctly as described in Advanced Users Setting Up the e Features on page 34 CD ROM Versions The CD ROM versions of e Diagtools do not have the BIOS update feature HP Notebook PCs BIOS updates for HP Noteboo...

Page 39: ... in particular the Update server URL parameter Refer to the section Advanced Users Setting Up the e Features on page 34 for more information Click F2 to continue 5 e Diagtools retrieves the latest BIOS update for your computer if available and then after a few checks with the user updates the BIOS Once completed you may be asked to restart your computer ...

Page 40: ...sers Setting Up the e Features on page 34 HP Notebook PCs For HP Notebook PCs use e Diagtools for Windows to send the Support Ticket Refer to Support Ticket on page 70 for instructions How To Send the Support Ticket 1 Start e Diagtools and enter the main menu This is described in detail in Starting e Diagtools from the Utility Partition on your Hard Disk on page 19 2 If you ran the Utility Partiti...

Page 41: ... the BIOS and Sending the Support Ticket Sending the Support Ticket 3 The Support Ticket screen appears Press F2 to send the Support Ticket For information about the other the Support Ticket options refer to page 66 ...

Page 42: ...ars All settings should already be correct in particular your email address and your support provider s email address Refer to the section Advanced Users Setting Up the e Features on page 34 for more information Click F2 to continue 5 e Diagtools emails the Support Ticket to your support provider Once completed exit e Diagtools ...

Page 43: ...4 e Diagtools Hardware Detection This chapter describes the hardware detection phase of e Diagtools this chapter applies to hp business pcs hp workstations hp notebook pcs ...

Page 44: ...ardware components It also determines which tests are appropriate for your computer For example if your computer has an IDE or SCSI hard disk drive it will be checked as part of the basic system test NOTE Hardware detection may be so fast that the above screen simply flickers on and off without giving you time to read it This is normal The time required for hardware detection varies greatly betwee...

Page 45: ...are Detection Results The following is an example of the screen that appears after the hardware detection phase All main hardware components are listed after the computer product name and model You can use the arrow keys to scroll through the list of detected components ...

Page 46: ...ion about troubleshooting for this component The component is not an HP component You are not using an up to date version of e Diagtools If this is the case you can download the latest version from the HP support web site described on page 6 The keyboard and mouse are tested even though they do not appear in the hardware detection screen NOTE e Diagtools does not test components that have not been...

Page 47: ...5 e Diagtools Basic System Test This chapter describes the basic system test performed by e Diagtools this chapter applies to hp business pcs hp workstations hp notebook pcs ...

Page 48: ...nced system tests the basic system test is done automatically and no user input or guidance is needed This test phase is suitable for all types of users including novice and non technical users Most of the computer s components are tested during the basic system test To test each component individually use the advanced system tests described in chapter 6 How to Run the Basic System Test The basic ...

Page 49: ... complete this screen appears 4 Press F2 and the basic system testing starts NOTE The screen image may become momentarily corrupted during the basic system test This is normal when the graphics system is being tested Do not restart your system The image will be restored after the test is complete ...

Page 50: ...problem with your computer press F4 to view or send the support ticket Although no failure was detected the Support Ticket will be effective for communicating the test results and computer configuration to your support provider To learn more about the Support Ticket refer to chapter 7 Advanced System Tests Intermediate and experienced users should proceed to the Advanced System Tests by pressing F...

Page 51: ...date the BIOS for Business PCs and Workstations refer to Updating the BIOS on page 38 for Notebook PCs refer to BIOS Options on page 71 Run the Advanced Tests to investigate the error in greater depth Send the Support Ticket to your service provider by email or fax You can use e Diagtools to email the Support Ticket To learn how to do this for Business PCs and Workstations refer to Sending the Sup...

Page 52: ...Assistant because you can emit the audio signal over the phone so your Support Provider can analyze the audio signal to help solve your problem Important Recommendation Since e Diagtools displays only one error at a time whereas the Support Ticket will list all errors it is recommended that 1 You consult the Support Ticket to see the full list of errors It may help you determine the source of the ...

Page 53: ...ives SCSI hard disk drives Optical drives CD ROM DVD CD RW drives Floppy disk drive Graphics system Audio system LAN Keyboard Mouse Modem PCI modem only Serial and parallel ports Each test listed above is performed only if it is appropriate for your computer s configuration For example if your computer does not have a SCSI controller or no SCSI hard disk is connected to the SCSI controller no SCSI...

Page 54: ...5 e Diagtools Basic System Test What is Tested 54 English ...

Page 55: ...em Tests This chapter describes the advanced system tests Individual computer components can be thoroughly tested using the advanced system tests this chapter applies to hp business pcs hp workstations hp notebook pcs ...

Page 56: ...p mode is useful for hardware problems that occur intermittently How to Enter the Advanced System Tests The advanced system tests can only be entered after the basic system tests have been completed To enter the advanced system tests 1 Start e Diagtools To learn how to do this refer to chapter 2 Starting e Diagtools 2 Follow the instructions on the screen to proceed with hardware detection Hardwar...

Page 57: ...e keyboard space bar If you have an HP Notebook you can select more than one test at a time Some tests may not be available for your HP computer These will appear in grey 2 Select loop mode if you want to run the test many times by pressing F12 Loop mode is very useful if there are intermittent problems with a component You can press F12 again to deselect loop mode 3 Press F2 to start the test Exa...

Page 58: ...can press Esc to stop the test This is especially useful to stop testing in loop mode Note that some test sequences are critical and must be completed before testing can be stopped If you press Esc you may have to wait several moments before testing is stopped Example of a test in loop mode ...

Page 59: ... test is finished the test results screen appears At this stage you can If applicable follow the onscreen recommendations Press F2 to do further advanced tests Press F3 to exit e Diagtools Press F4 to go to the Support Ticket screen Example of a results screen with no errors ...

Page 60: ...ing the BIOS on page 38 for Notebook PCs refer to BIOS Options on page 71 Send the Support Ticket to your service provider by email or fax You can use e Diagtools to email the Support Ticket To learn how to do this for Business PCs and Workstations refer to Sending the Support Ticket on page 40 for Notebook PCs refer to Support Ticket on page 70 The Support Ticket is a complete record of the test ...

Page 61: ...nt because you can emit the audio signal over the phone so your Support Provider can analyze the audio signal to help solve your problem Important Recommendation Since e Diagtools displays only one error at a time whereas the Support Ticket will list all errors it is recommended that 1 You consult the Support Ticket to see the full list of errors It may help you determine the source of the error m...

Page 62: ...6 Advanced System Tests Test Result WARNING or FAILED 62 English ...

Page 63: ...The Support Ticket This chapter describes the Support Ticket which is a record of the test results and the computer s configuration this chapter applies to hp business pcs hp workstations hp notebook pcs ...

Page 64: ...one error message with its corresponding recommendations No error code is displayed For a full list of error codes and recommendations refer to the e Diagtools Administrator s Guide available on the support web site refer to page 6 for web addresses Hardware Traceability Feature This is a new feature of e Diagtools and is reported in the Support Ticket It is useful for tracking changes to the comp...

Page 65: ...ssing the Support Ticket Screen To access the Support Ticket screen and use these functions start e Diagtools as normal refer to chapter 2 Starting e Diagtools for more information During the hardware diagnostic process you will have the opportunity to access the Support Ticket screen several times ...

Page 66: ...Windows to send the Support Ticket refer to chapter 8 e Diagtools for Windows View the Support Ticket Save the Support Ticket to floppy disk if your computer has a floppy disk drive for later faxing printing or consultation The default filename for the Support Ticket file is HPSUPPT TXT NOTE If you choose to store the Support Ticket on a floppy disk ensure that the disk is formatted and empty If y...

Page 67: ...8 e Diagtools for Windows This chapter describes e Diagtools for Windows the Windows based application for HP Notebook PCs this chapter applies to hp business pcs hp workstations hp notebook pcs ...

Page 68: ...tition edit it and send it to the Support Provider or copy it to hard disk From the operating system e Diagtools for Windows will download the BIOS copy it to the Utility Partition and update the BIOS When updating the BIOS automatic reboots are necessary to complete the operation e Diagtools for Windows also enables you to update the e Diagtools hardware diagnostics software in the hard disk s Ut...

Page 69: ...on This offers rapid intuitive access to key e Diagtools for Windows program functions The option View Support Ticket has already been selected in the example shown and the GUI displays the support Ticket and related information NOTE When a function is not available at any stage of the program the icon which represents it is greyed out on the Icon Bar In the illustration all the icons are shown ac...

Page 70: ...s support address via email or to generate a new Support Ticket and update the stored Support Ticket data The Comments option permits a user to create or update text in dedicated comment fields which supplement the information provided by the Support Ticket This can be useful where notes or special explanations are required The Support ticket can also be printed or saved to a file The Icon Bar con...

Page 71: ...lashed You can either download the latest BIOS from the server or update the BIOS using the files you previously downloaded to your notebook If you select Download new you will be asked if you want to connect to the web to check for the latest BIOS version Click on Yes to launch the connection process NOTE The option Use Current can be used for instance to repair a corrupted BIOS Download and Upda...

Page 72: ...you want to alter any parameters For HP Notebook PCs the update server URL should be http ftp hp com pub mobile_computing software edtpackages master ini To check the connection parameters for sending the Support Ticket open the Connection Options Connection window This window includes an option for Dial up or for LAN connection to the support provider via a choice of radio button If you set Dial ...

Page 73: ...ernet then you must ensure that the SMTP Mailer Relay service name is included For the Support Ticket you must provide your email address and the support provider email address For BIOS download you must have a valid Update Server URL and the correct Proxy Server name and port number ...

Page 74: ...rovides the version number of the currently installed BIOS the version number of the downloaded BIOS stored in the HP Utility Partition the version number and download size in Kbytes of the BIOS available on the HP Server suitable for download and installation on this type HP Notebook PC ...

Page 75: ...9 HP Customer Care Service and Support this chapter applies to hp business pcs hp workstations hp notebook pcs ...

Page 76: ...r the HP Customer Support organization in your country Hewlett Packard Support and Information Services The HP Web site gives you access to information about HP its products including product data sheets service and support information electronic newsletters and technical tips You can also download the latest versions of drivers BIOS and software utilities HP Home Page www hp com HP e Diagtools Pa...

Page 77: ... France 33 01 43 62 34 34 Venezuela 800 477 7777 Germany 49 0180 525 81 43 24PF min Asia Pacific Israel Tel 972 9 9524848 Fax 972 0 9 9524849 Australia 61 3 8877 8000 Italy 39 02 264 10350 China 86 0 10 6564 5959 800 810 5959 Middle East Tel 971 4 883 8454 Fax 971 4 883 9495 Hong Kong 852 3002 8555 Netherlands 31 020 606 87 51 India 91 11 682 6035 Norway 47 22 11 62 99 Indonesia 62 21 350 3408 Pol...

Page 78: ...9 HP Customer Care Service and Support HP Customer Care Center Phone Numbers 78 English ...

Page 79: ...of many workstation models including HP Visualize Workstations and HP Kayak Workstations LAN configuration agent A Windows based utility that automatically gathers networking information and stores it in the Utility Partition This helps simplify setting up your computer to use the e support features of e Diagtools pre boot diagnostics A processor that diagnoses the computer s hardware prior to sta...

Page 80: ...Glossary 80 English ...

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