HP Compaq dx7400 Series Troubleshooting Manual Download Page 1

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Troubleshooting Guide

HP Compaq dx7400 Series

Summary of Contents for Compaq dx7400 Series

Page 1: ...Troubleshooting Guide HP Compaq dx7400 Series ...

Page 2: ...ss warranty statements accompanying such products and services Nothing herein should be construed as constituting an additional warranty HP shall not be liable for technical or editorial errors or omissions contained herein This document contains proprietary information that is protected by copyright No part of this document may be photocopied reproduced or translated to another language without t...

Page 3: ...low directions could result in bodily harm or loss of life CAUTION Text set off in this manner indicates that failure to follow directions could result in damage to equipment or loss of information NOTE Text set off in this manner provides important supplemental information ENWW iii ...

Page 4: ...iv About This Book ENWW ...

Page 5: ...tte Problems 15 Solving Hard Drive Problems 18 Solving Media Card Reader Problems 21 Solving Display Problems 23 Solving Audio Problems 27 Solving Printer Problems 29 Solving Keyboard and Mouse Problems 30 Solving Hardware Installation Problems 32 Solving Network Problems 34 Solving Memory Problems 37 Solving Processor Problems 39 Solving CD ROM and DVD Problems 40 Solving Drive Key Problems 42 So...

Page 6: ...Resetting the Password Jumper 58 Clearing and Resetting the CMOS 59 Appendix C Drive Protection System DPS Accessing DPS Through Computer Setup 62 Index 63 vi ENWW ...

Page 7: ... should run tests save the test results and print them so that you have printed reports available before placing a call to the Customer Support Center NOTE Third party devices may not be detected by HP Insight Diagnostics Accessing HP Insight Diagnostics To access HP Insight Diagnostics you must create a Recovery Disc Set then boot to the CD containing the utility It can also be downloaded from ht...

Page 8: ...categories of information about the computer Overview Gives you a listing of general information about the computer Architecture Provides system BIOS and PCI device information Asset Control Shows product name asset tag system serial number and processor information Communication Shows information about the computer parallel LPT and serial COM port settings plus USB and network controller informat...

Page 9: ...st to be executed either Number of Loops or Total Test Time When choosing to run the test over a specified number of loops enter the number of loops to perform If you desire to have the diagnostic test for a specified time period enter the amount of time in minutes 5 If performing a Quick Test or Complete Test select the device to be tested from the drop down list If performing a Custom Test Click...

Page 10: ...The Failed Count is the number of times the device has failed a test The Error Code provides a numerical code for the failure The error codes are defined in the Help tab The Clear Error Log button will clear the contents of the Error Log Help Tab On the Help tab contains an HP Insight Diagnostics tab an Error Codes tab and a Test Components tab The HP Insight Diagnostics tab contains help topics a...

Page 11: ...ics click Exit Diagnostics button in the bottom left corner of the screen then remove the CD from the optical drive Downloading the Latest Version of HP Insight Diagnostics 1 Go to http www hp com 2 Click the Software Driver Downloads link 3 Enter your product number for example dc7700 in the text box and press the Enter key 4 Select your specific computer model 5 Select your OS 6 Click the Diagno...

Page 12: ...nt backups To create the Recovery Disc Set 1 Click Start HP Backup and Recovery HP Backup and Recovery Manager to open the Backup and Recovery Wizard then click Next 2 Select Create a set of recovery discs Recommended and click Next 3 Follow the instructions in the wizard The HP Backup and Recovery Manager provides two basic recovery methods The first recovery of files and folders operates in Wind...

Page 13: ...uter try the appropriate solutions below to try to isolate the exact problem before calling for technical support Run the diagnostics utility Refer to Chapter 1 Computer Diagnostic Features on page 1 for more information Run the Drive Protection System DPS Self Test in Computer Setup Refer to the Computer Setup F10 Utility Guide for more information Check the Power LED on the front of the computer...

Page 14: ...les before running the restore process NOTE For sales information and warranty upgrades Care Packs call your local authorized service provider or dealer Helpful Hints If you encounter problems with the computer monitor or software see the following list of general suggestions before taking further action Check that the computer and monitor are plugged into a working electrical outlet Check to see ...

Page 15: ...nstalled operating system check to be sure that it is supported on the system If the system has multiple video sources embedded PCI or PCI Express adapters installed embedded video on some models only and a single monitor the monitor must be plugged into the monitor connector on the source selected as the primary VGA adapter During boot the other monitor connectors are disabled and if the monitor ...

Page 16: ... mouse Cause Solution Computer is in standby mode To resume from standby mode press the power button or press any key CAUTION When attempting to resume from standby mode do not hold down the power button for more than four seconds Otherwise the computer will shut down and you will lose any unsaved data System has locked up Restart computer Computer date and time display is incorrect Cause Solution...

Page 17: ...t 1 Make sure airflow to the computer is not blocked Leave a 10 2 cm 4 inch clearance on all vented sides of the computer and above the monitor to permit the required airflow 2 Make sure fans are connected and working properly some fans only operate when needed 3 Make sure the processor heatsink is installed properly Hard drive is full Transfer data from the hard drive to create more space on the ...

Page 18: ... system board header 3 If fan is plugged in but is not spinning then replace the heatsink fan assembly 4 Contact an authorized reseller or service provider System does not power on and the LEDs on the front of the computer are not flashing Cause Solution System unable to power on Press and hold the power button for less than 4 seconds If the hard drive LED turns green then 1 Check that the voltage...

Page 19: ... the front of the computer are not flashing Cause Solution 5 If the 5V_aux light on the system board is off then replace the power supply 6 Replace the system board Table 2 1 Solving General Problems continued ENWW Solving General Problems 13 ...

Page 20: ...s not spinning make sure the fan s cable is plugged onto the system board header 3 If fan is plugged in but is not spinning then replace the heatsink fan assembly 4 Contact an authorized reseller or service provider Power LED flashes Red four times once every second followed by a two second pause and the computer beeps four times Beeps stop after fifth iteration but LEDs continue flashing Cause So...

Page 21: ...re connected to the drive Drive not found Cause Solution Cable is loose Reseat diskette drive data and power cable Removable drive is not seated properly Reseat the drive The device has been hidden in Computer Setup Run the Computer Setup utility and ensure Device Available is selected for the Legacy Diskette in Security Device Security Diskette drive cannot write to a diskette Cause Solution Disk...

Page 22: ... Now Diskette drive cannot read a diskette Cause Solution You are using the wrong diskette type for the drive type Check the type of drive that you are using and use the correct diskette type You are reading the wrong drive Check the drive letter in the path statement Diskette is damaged Replace the diskette with a new one Invalid system disk message is displayed Cause Solution A diskette that doe...

Page 23: ... Network server mode is enabled in Computer Setup Run Computer Setup and disable Network Server Mode in Security Password Options Removable media boot has been disabled in Computer Setup Run Computer Setup and enable Removable Media Boot in Storage Storage Options Removable Media Boot Table 2 3 Solving Diskette Problems continued ENWW Solving Diskette Problems 17 ...

Page 24: ... Check Now Drive not found identified Cause Solution Cable could be loose Check cable connections The system may not have automatically recognized a newly installed device See reconfiguration directions in the Solving Hardware Installation Problems on page 32 section If the system still does not recognize the new device check to see if the device is listed within Computer Setup If it is listed the...

Page 25: ...rder Run the Computer Setup utility and select Storage Boot Order and ensure the bootable hard drive s controller is listed immediately under the Hard Drive entry Computer will not boot from hard drive Cause Solution The device is attached to a SATA port that has been hidden in Computer Setup Run the Computer Setup utility and ensure Device Available is selected for the device s SATA port in Secur...

Page 26: ...able hard drive carrier is not fully seated in the enclosure frame or the hard drive is not fully seated in the carrier Push the carrier into the enclosure frame so that the connector on the rear of the frame is properly seated If this does not solve the problem turn off the computer remove the carrier and check to see if the connector on the hard drive is properly seated in the carrier The remova...

Page 27: ... media card is a read only memory ROM card Check the manufacturer s documentation included with your card to see if it writable Refer to the previous section for a list of compatible cards Unable to access data on the media card after inserting it into a slot Cause Solution The media card is not inserted properly is inserted in the wrong slot or is not supported Ensure that the card is inserted pr...

Page 28: ...The inserted media card has boot capability If you do not want to boot from the media card remove it during boot or do not select the option to boot from the inserted media card during the boot process Table 2 5 Solving Media Card Reader Problems continued 22 Chapter 2 Troubleshooting Without Diagnostics ENWW ...

Page 29: ...e do not hold down the power button for more than four seconds Otherwise the computer will shut down and you will lose any unsaved data Monitor cable is plugged into the wrong connector If the computer system has both an integrated graphics connector and an add in graphics card connector plug the monitor cable into the graphics card connector on the back of the computer Monitor settings in the com...

Page 30: ...p after fifth iteration but LEDs continue flashing Cause Solution System board failure ROM detected failure prior to video Replace the system board Monitor does not function properly when used with energy saver features Cause Solution Monitor without energy saver capabilities is being used with energy saver features enabled Disable monitor energy saver feature Dim characters Cause Solution The bri...

Page 31: ...lays on screen Cause Solution Monitor video cable is disconnected Connect the video cable between the monitor and computer CAUTION Ensure that the computer power is off while connecting the video cable Out of Range displays on screen Cause Solution Video resolution and refresh rate are set higher than what the monitor supports Restart the computer and enter Safe Mode Change the settings to a suppo...

Page 32: ...n display menu 2 Manually synchronize the Clock and Clock Phase on screen display functions To download a SoftPaq that will assist you with the synchronization go to the following Web site select the appropriate monitor and download either SP32347 or SP32202 http www hp com support Graphics card is not seated properly or is bad 1 Reseat the graphics card 2 Replace the graphics card Certain typed s...

Page 33: ...rned down or muted Double click the Speaker icon on the taskbar then make sure that Mute is not selected and use the volume slider to adjust the volume Audio is hidden in Computer Setup Enable the audio in Computer Setup Security Device Security Audio The external speakers are not turned on Turn on the external speakers The audio device may be connected to the wrong jack Ensure that the device is ...

Page 34: ...he rear audio output connector The rear audio output connector is for powered audio devices and is not designed for headphone use Plug the headphones into the headphone connector on the front of the computer Computer appears to be locked up while recording audio Cause Solution The hard disk may be full Before recording make sure there is enough free space on the hard disk You can also try recordin...

Page 35: ...r If you are on a network you may not have made the connection to the printer Make the proper network connections to the printer Printer may have failed Run printer self test Printer will not turn on Cause Solution The cables may not be connected properly Reconnect all cables and check the power cord and electrical outlet Printer prints garbled information Cause Solution The correct printer driver...

Page 36: ...puter is in standby mode Press the power button to resume from standby mode CAUTION When attempting to resume from standby mode do not hold down the power button for more than four seconds Otherwise the computer will shut down and you will lose any unsaved data Cursor will not move using the arrow keys on the keypad Cause Solution The Num Lock key may be on Press the Num Lock key The Num Lock ligh...

Page 37: ...tton to resume from standby mode CAUTION When attempting to resume from standby mode do not hold down the power button for more than four seconds Otherwise the computer will shut down and you will lose any unsaved data Mouse will only move vertically horizontally or movement is jerky Cause Solution Mouse roller ball or the rotating encoder shafts that make contact with the ball are dirty Remove ro...

Page 38: ...e cable or connector are not bent down Power switch of new external device is not turned on Turn off the computer turn on the external device then turn on the computer to integrate the device with the computer system 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 A plug and play board may...

Page 39: ... beeps six times Beeps stop after fifth iteration but LEDs continue flashing Cause Solution Graphics card is not seated properly or is bad or system board is bad For systems with a graphics card 1 Reseat the graphics card Power on the system 2 Replace the graphics card 3 Replace the system board For systems with integrated graphics replace the system board Power LED flashes Red ten times once ever...

Page 40: ...atus and tasks 3 In the Tasks list select Manage network connections 4 Double click Local Area Connection 5 Click the Properties button 6 Click the Configure button 7 Click the Power Management tab then select the check box to Allow this device to wake the computer Network driver does not detect network controller Cause Solution Network controller is disabled 1 Run Computer Setup and enable networ...

Page 41: ...ork controller interrupt is shared with an expansion board Under the Computer Setup Advanced menu change the resource settings for the board The network controller is defective Contact an authorized service provider Diagnostics passes but the computer does not communicate with the network Cause Solution Network drivers are not loaded or driver parameters do not match current configuration Make sur...

Page 42: ... New network card may be defective or may not meet industry standard specifications Install a working industry standard NIC or change the boot sequence to boot from another source Cannot connect to network server when attempting Remote System Installation Cause Solution The network controller is not configured properly Verify Network Connectivity that a DHCP Server is present and that the Remote S...

Page 43: ...d in the XMM1 socket Ensure that a memory module is installed in the black XMM1 socket on the system board This socket must be populated with a memory module Memory module is not the correct type or speed grade for the system or the new memory module is not seated properly Replace module with the correct industry standard device for the computer On some models ECC and non ECC memory modules cannot...

Page 44: ...n but LEDs continue flashing Cause Solution Memory is installed incorrectly or is bad 1 Reseat DIMMs Power on the system 2 Replace DIMMs one at a time to isolate the faulty module 3 Replace third party memory with HP memory 4 Replace the system board Table 2 13 Solving Memory Problems continued 38 Chapter 2 Troubleshooting Without Diagnostics ENWW ...

Page 45: ...processor heatsink is installed properly Power LED flashes Red three times once every second followed by a two second pause Cause Solution Processor is not seated properly or not installed 1 Check to see that the processor is present 2 Reseat the processor Power LED flashes Red eleven times once every second followed by a two second pause Cause Solution The current processor does not support a fea...

Page 46: ...s The system may not have automatically recognized a newly installed device See reconfiguration directions in the Solving Hardware Installation Problems on page 32 section If the 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...

Page 47: ...e DVD ROM drive determine the type of media being played If the disc still does not start read the other solutions listed for this topic CD or DVD disc is dirty Clean CD or DVD with a CD cleaning kit available from most computer stores Windows does not detect the CD ROM or DVD ROM drive 1 Use Device Manager to remove or uninstall the device 2 Restart the computer and let Windows detect the CD or D...

Page 48: ...r up Ensure the device is fully inserted into the USB port before applying power to the system System will not boot from USB Drive Key Cause Solution Boot order is not correct Run the Computer Setup utility and change boot sequence in Storage Boot Order Removable Media Boot is disabled in the Computer Setup utility Run the Computer Setup utility and enable booting to removable media in Storage Sto...

Page 49: ...tart the computer The device does not have power If the USB device requires AC power be sure one end is connected to the device and one end is connected to a live outlet The correct device driver is not installed 1 Install the correct driver for the device 2 You might need to reboot the computer The cable from the device to the computer does not work 1 If possible replace the cable 2 Restart the c...

Page 50: ...cable is disconnected Connect the CAT5 UTP cable between the cable modem and the computers s RJ 45 connector If the connection is good the PC LED light on the front of the cable DSL modem will be on IP address is not configured properly Contact your ISP for the correct IP address Cookies are corrupted A cookie is a small piece of information that a Web server can store temporarily with the Web bro...

Page 51: ...lick Query Modem A Success response indicates the modem is connected and working properly Windows Vista 1 Select Start Control Panel 2 Click on System and Maintenance 3 Click on System 4 In the Tasks list select Device Manager 5 Double click Modems 6 Double click Agere Systems PCI SV92PP Soft Modem 7 On the General tab click Diagnostics 8 Click Query Modem A Success response indicates the modem is...

Page 52: ...ed Cause Solution POST error has occurred Observe the beeps and LED lights on the front of the computer See Appendix A POST Error Messages on page 48 to determine possible causes See the Restore Kit or the Worldwide Limited Warranty for terms and conditions Computer will not continue after HP logo screen has appeared Cause Solution System files may be damaged Use recovery diskette to scan hard dri...

Page 53: ...visit http www hp com NOTE If you take the computer to an authorized reseller dealer or service provider for service remember to provide the setup and power on passwords if they are set Refer to the number listed in the warranty or in the Support Telephone Numbers guide for technical assistance ENWW Contacting Customer Support 47 ...

Page 54: ...ring POST press any key except F10 or F12 The default mode is POST Message Disabled The speed at which the computer loads the operating system and the extent to which it is tested are determined by the POST mode selection Quick Boot is a fast startup process that does not run all of the system level tests such as the memory test Full Boot runs all of the ROM based system tests and takes longer to ...

Page 55: ...during POST 1 If a PCI expansion card was recently added remove it to see if the problem remains 2 In Computer Setup set Advanced Device Options NIC PXE Option ROM Download to DISABLE to prevent PXE option ROM for the internal NIC from being downloaded during POST to free more memory for an expansion card s option ROM Internal PXE option ROM is used for booting from the NIC to a PXE server 3 Ensur...

Page 56: ...Memory Module in Memory Socket s X X A memory module in memory socket identified in the error message is missing critical SPD information or is incompatible with the chipset 1 Verify proper memory module type 2 Try another memory socket 3 Replace DIMM with a module conforming to the SPD standard 214 DIMM Configuration Warning Populated DIMM Configuration is not optimized Rearrange the DIMMs so tha...

Page 57: ...esetting CMOS on page 57 3 Verify monitor is attached and turned on 4 Replace the graphics card if possible 510 Flash Screen Image Corrupted Flash Screen image has errors Reflash the system ROM with the latest BIOS image 511 CPU CPUA or CPUB Fan not Detected CPU fan is not connected or may have malfunctioned 1 Reseat CPU fan 2 Reseat fan cable 3 Replace CPU fan 512 Chassis Rear Chassis or Front Ch...

Page 58: ...ooting the system If the error reoccurs the device may not work with this system 1151 Serial Port A Address Conflict Detected Both external and internal serial ports are assigned to COM1 1 Remove any serial port expansion cards 2 Clear CMOS See Appendix B Password Security and Resetting CMOS on page 57 3 Reconfigure card resources and or run Computer Setup or Windows utilities 1152 Serial Port B A...

Page 59: ... For each listed Drivelock capable SATA device ensure Drivelock is Disabled Lastly change Storage Storage Options SATA Emulation back to RAID and select File Save Changes and Exit 1801 Microcode Patch Error Processor is not supported by ROM BIOS 1 Upgrade BIOS to proper version 2 Change the processor 2200 PMM Allocation Error during MEBx Download Memory error during POST execution of the Managemen...

Page 60: ...version 3 If the error still persists replace the system board 2211 Memory not configured correctly for proper MEBx execution DIMM1 is not installed Make sure there is a memory module in the black DIMM1 socket and that it is properly seated Invalid Electronic Serial Number Electronic serial number is missing Enter the correct serial number in Computer Setup Network Server Mode Active and No Keyboa...

Page 61: ...rocessor cooling fan is running 2 Open hood press power button and see if the processor fan spins If the processor fan is not spinning make sure the fan s cable is plugged onto the system board header Ensure the fan is fully properly seated or installed WARNING Rotating fan blades can cause serious bodily harm Be sure to keep your hands away from the rotating blades 3 If fan is plugged in and seat...

Page 62: ...ette drive 1 Reflash the system ROM with the latest BIOS image 2 Replace the system board Green Power LED flashes eight times once every second followed by two short beeps then successive fast short beeps Invalid ROM without diskette drive 1 Plug in diskette drive and reflash the system ROM 2 Reflash the system ROM with the latest BIOS image 3 Replace the system board 56 Appendix A POST Error Mess...

Page 63: ...When you establish both passwords only the setup password will give you access to Computer Setup When both passwords are set the setup password can also be used in place of the power on password as an override to log in to the computer This is a useful feature for a network administrator If you forget the password for the computer you can clear that password so you can gain access to the informati...

Page 64: ...s ensure that you are discharged of static electricity by briefly touching a grounded metal object See the Safety Regulatory Information guide for more information 3 Remove the computer cover or access panel 4 Locate the header and jumper NOTE The password jumper is green so that it can be easily identified For assistance locating the password jumper and other system board components see the Illus...

Page 65: ... the power cord from the wall outlet and allow the internal system components to cool before touching CAUTION When the computer is plugged in the power supply always has voltage applied to the system board even when the unit is turned off Failure to disconnect the power cord can result in damage to the system Static electricity can damage the electronic components of the computer or optional equip...

Page 66: ...llustrated Parts Map IPM for that particular system 5 Replace the computer cover or access panel 6 Reconnect the external devices 7 Plug in the computer and turn on power NOTE You will receive POST error messages after clearing CMOS and rebooting advising you that configuration changes have occurred Use Computer Setup to reset any special system setups along with the date and time For instructions...

Page 67: ... help diagnose conditions that caused you to run the DPS software 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 approximatel...

Page 68: ...r and Advanced 3 Select Storage DPS Self Test The screen will display the list of DPS capable hard drives that are installed on the computer NOTE If no DPS capable hard drives are installed the DPS Self Test option will not appear on the screen 4 Select the hard drive to be tested and follow the screen prompts to complete the testing process When the test has been completed one of three messages w...

Page 69: ... problems 30 L LEDs blinking PS 2 keyboard 55 M Media Card Reader problems 21 memory problems 37 monitor problems 23 mouse problems 30 N network problems 34 numeric error codes 49 O optical drive problems 40 P password clearing 57 power on 57 setup 57 POST error messages 48 power problems 14 power on password 57 printer problems 29 problems audio 27 CD ROM or DVD 40 diskette 15 Drive Key 42 front ...

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