HP dc7700 - Convertible Minitower PC Troubleshooting Manual Download

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Troubleshooting Guide

Business PCs

Summary of Contents for dc7700 - Convertible Minitower PC

Page 1: ...Troubleshooting Guide Business PCs ...

Page 2: ...anty 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 the prio...

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: ...eneral Problems 10 Solving Power Problems 14 Solving Diskette 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 C...

Page 6: ...endix B Password Security and Resetting CMOS Resetting the Password Jumper 61 Clearing and Resetting the CMOS 62 Using Computer Setup to Reset CMOS 62 Using the CMOS Button 62 Appendix C Drive Protection System DPS Accessing DPS Through Computer Setup 65 Index 66 vi ENWW ...

Page 7: ...nized by the system and functioning properly Running tests is optional but recommended after installing or connecting a new device You 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 You must bo...

Page 8: ...ion 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 information Graphics Shows information about the graphics controller of the computer Input Devices Shows information about the keyboard mouse and other input devices connected to th...

Page 9: ...est you want to run Quick Complete or Custom 3 Select the Test Mode Interactive or Unattended 4 Choose how you want the test 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 perform...

Page 10: ...he device tested The Test section displays the type of test run The Description section describes the error that the diagnostic test found The Recommended Repair will give a recommended action that should be performed to resolve the failed hardware 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 defin...

Page 11: ...n to the media 5 Print the information from the storage device used to save it NOTE To exit HP Insight Diagnostics click Exit Diagnostics button in the bottom left corner of the screen then remove the Documentation and Diagnostics 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 produc...

Page 12: ...ular automatic Recovery Point 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 factory software recovery CDs or DVDs to recover the system 3 Follow the instructions in the wizard The HP Backup and Recovery Manager provides two basic recovery methods The first recovery o...

Page 13: ...on refer to Safety Regulatory Information on the Documentation and Diagnostics CD Before You Call for Technical Support If you are having problems with the computer 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 Prote...

Page 14: ...f your computer when you call Write down the computer serial number and product ID number and the monitor serial number before calling Spend time troubleshooting the problem with the service technician Remove any hardware that was recently added to your system Remove any software that was recently installed Restore the system from the Recovery Disc Set that you created or restore the system to its...

Page 15: ...talling a non plug and play expansion board or other option See Solving Hardware Installation Problems on page 32 for instructions Be sure that all the needed device drivers have been installed For example if you are using a printer you need a driver for that model printer Remove all bootable media diskette CD or USB device from the system before turning it on If you have installed an operating sy...

Page 16: ...1 Press and hold the power button for at least four seconds until the computer turns off 2 Disconnect the power cord from the electrical outlet Computer will not respond to USB keyboard or 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...

Page 17: ...nlock the Smart Cover Lock using Computer Setup The Smart Cover FailSafe Key a device for manually disabling the Smart Cover Lock is available from HP You will need the FailSafe Key in case of forgotten password power loss or computer malfunction Order PN 166527 001 for the wrench style key or PN 166527 002 for the screwdriver bit key Poor performance is experienced Cause Solution Processor is hot...

Page 18: ... by a two second pause and the computer beeps two times Beeps stop after fifth iteration but LEDs continue flashing Cause Solution Processor thermal protection activated A fan may be blocked or not turning OR The heatsink is not properly attached to the processor 1 Ensure that the computer air vents are not blocked and the processor cooling fan is running 2 Open hood press power button and see if ...

Page 19: ...ood and check that the power button harness is properly connected to the system board 3 Check that both power supply cables are properly connected to the system board 4 Check to see if the 5V_aux light on the system board is turned on If it is turned on then replace the power button harness 5 If the 5V_aux light on the system board is off then replace the power supply 6 Replace the system board Ta...

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: ...nected Reconnect drive cable Ensure that all four pins on the diskette power cable are 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 Diskette drive cannot write to a diskette Cause Solution Diskette is not formatted Format the diskette 1 From Windows Explorer select the disk A ...

Page 22: ...re and right click on a drive Select Properties then select the Tools tab Under Error checking click Check 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 Repla...

Page 23: ...uld be used as the Removable Media Boot function in Computer Setup overrides the Boot Order enable command 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 ...

Page 24: ...ight click on a drive Select Properties then select the Tools tab Under Error checking click 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 t...

Page 25: ...he Boot Order 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 disabled in Computer Setup Run the Computer Setup utility and ensure the device s SATA port is enabled in Storage Storage ...

Page 26: ...s not recognized by the computer Cause Solution The removable 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 th...

Page 27: ...D card is not in the locked position If using a Memory Stick PRO card make sure that the lock tab located on the bottom of the Memory Stick PRO card is not in the locked position Can not write to the media card Cause Solution The 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...

Page 28: ...oot process Computer will not boot from a USB removable drive or media that is inserted in the USB port on the media card reader Cause Solution The media card reader is connected to the computer via the PCI card which is not supported on the HP Desktop BIOS The bootable USB device will have boot support if you connect the media card reader to an available USB connector on the computer s system boa...

Page 29: ...sen Be sure that the monitor can accept the same horizontal scan rate as the resolution chosen Computer 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 Monitor cable is plugged into the wrong ...

Page 30: ...e the system board For systems with integrated graphics replace the system board Blank screen and the power LED flashes Red seven times once every second followed by a two second pause and the computer beeps seven times Beeps stop 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 functi...

Page 31: ...oo close to the monitor Monitor needs to be degaussed Degauss the monitor Refer to the documentation that came with the monitor for instructions Image is not centered Cause Solution Position may need adjustment Press the Menu button to access the OSD menu Select ImageControl Horizontal Position or Vertical Position to adjust the horizontal or vertical position of the image No Connection Check Sign...

Page 32: ...ut connection only Cause Solution Flat panel monitor s internal digital conversion circuits may be unable to correctly interpret the output synchronization of the graphics card 1 Select the monitor s Auto Adjustment option in the monitor s on screen display menu 2 Manually synchronize the Clock and Clock Phase on screen display functions To download a SoftPaq that will assist you with the synchron...

Page 33: ...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 on the rear of the computer or the jack has been retasked to perform a different function Ensur...

Page 34: ...to the 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 reco...

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: ...ing to commands Shut down your computer using the mouse and then restart the computer Keyboard needs repairs See the Worldwide Limited Warranty for terms and conditions Wireless device error 1 Check the software if available for device status 2 Check replace device batteries 3 Reset receiver and keyboard Computer is in standby mode Press the power button to resume from standby mode CAUTION When at...

Page 37: ...se and clean the internal components Mouse may need repair See the Worldwide Limited Warranty for terms and conditions Wireless device error 1 Check the software if available for device status 2 Check replace device batteries 3 Reset receiver and mouse Computer 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...

Page 38: ...ed Ensure that all cables are properly and securely connected and that pins in the 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 compute...

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: ...ble Wake on LAN in Windows Vista 1 Select Start Control Panel 2 Under Network and Internet select View network status 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 n...

Page 41: ...ted Ensure that the cable is securely attached to the network connector and that the other end of the cable is securely attached to the correct device The cable is attached to the incorrect connector Ensure that the cable is attached to the correct connector There is a problem with the cable or a device at the other end of the cable Ensure that the cable and device at the other end are operating c...

Page 42: ...curely connected Ensure that the cable is securely attached to the network connector and that the other end of the cable is securely attached to the correct device The network controller is defective Contact an authorized service provider New network card will not boot Cause Solution New network card may be defective or may not meet industry standard specifications Install a working industry stand...

Page 43: ...blems System will not boot or does not function properly after installing additional memory modules Cause Solution A memory module is not installed 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 ...

Page 44: ...ower LED flashes Red five times once every second followed by a two second pause and the computer beeps five times Beeps stop after fifth iteration 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 Tab...

Page 45: ...the airflow to the computer is not blocked 2 Make sure the fans are connected and working properly some fans only operate when needed 3 Make sure the 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 pro...

Page 46: ...n Storage Boot Order 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 ...

Page 47: ... down Re insert the Media with the label facing up The DVD ROM drive takes longer to start because it has to determine the type of media played such as audio or video Wait at least 30 seconds to let the 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...

Page 48: ...D ROM or DVD drive Cause Solution The system is searching for the drive during boot because the drive cable is still attached to the system board Disconnect the drive cable from the system board 42 Chapter 2 Troubleshooting Without Diagnostics ENWW ...

Page 49: ...fore power 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 St...

Page 50: ...t 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 comp...

Page 51: ...ed the cable LED light on the front of the cable DSL modem will be on The CAT5 UTP 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 ...

Page 52: ...n the General tab click Diagnostics 8 Click 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 ...

Page 53: ...has appeared 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 49 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 sca...

Page 54: ... 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 on the Documentation and Diagnostics CD for technical assistance 48 Chapter 2 Troubleshooting Without Diagnostics ENWW ...

Page 55: ... 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 comp...

Page 56: ... page 60 2 Remove expansion boards 3 Replace the system board 110 Out of Memory Space for Option ROMs Recently added PCI expansion card contains an option ROM too large to download 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 i...

Page 57: ...dded test using HP only memory 4 Verify proper memory module type 201 Memory Error RAM failure 1 Run Computer Setup or Windows utilities 2 Ensure memory modules are correctly installed 3 Verify proper memory module type 4 Remove and replace the identified faulty memory module s 5 If the error persists after replacing memory modules replace the system board 213 Incompatible Memory Module in Memory ...

Page 58: ...esetting CMOS on page 60 3 Reconfigure card resources and or run Computer Setup 410 Audio Interrupt Conflict IRQ address conflicts with another device Enter Computer Setup and reset the IRQ in Advanced Onboard Devices 411 Network Interface Card Interrupt Conflict IRQ address conflicts with another device Enter Computer Setup and reset the IRQ in Advanced Onboard Devices 501 Display Adapter Failure...

Page 59: ...External tape drive not connected Reinstall tape drive or press F1 and allow system to reconfigure without the drive 611 Primary Floppy Port Address Assignment Conflict Configuration error Run Computer Setup and check the configuration in Advanced Onboard Devices 660 Display cache is detected unreliable Integrated graphics controller display cache is not working properly and will be disabled Repla...

Page 60: ...s Conflict Detected Device IRQ address conflicts with another device Enter Computer Setup and reset the IRQ in Advanced Onboard Devices 1720 SMART Hard Drive Detects Imminent Failure Hard drive is about to fail Some hard drives have a hard drive firmware patch that will fix an erroneous error message 1 Determine if hard drive is giving correct error message Enter Computer Setup and run the Drive P...

Page 61: ...memory modules and reboot the computer 3 If the memory configuration was recently changed unplug the power cord restore the original memory configuration and reboot the computer 4 If the error persists replace the system board 2202 PMM Deallocation Error during MEBx cleanup Memory error during POST execution of the Management Engine ME BIOS Extensions option ROM 1 Reboot the computer 2 Unplug the ...

Page 62: ...rver Mode Active and No Keyboard Attached Keyboard failure while Network Server Mode enabled 1 Reconnect keyboard with computer turned off 2 Check connector for bent or missing pins 3 Ensure that none of the keys are depressed 4 Replace keyboard Parity Check 2 Parity RAM failure Run Computer Setup and Diagnostic utilities System will not boot without fan CPU fan not installed or disconnected in VS...

Page 63: ...es Activity Beeps Possible Cause Recommended Action Green Power LED On None Computer on None Green Power LED flashes every two seconds None Computer in Suspend to RAM mode some models only or normal Suspend mode None required Press any key or move the mouse to wake the computer Red Power LED flashes two times once every second followed by a two second pause Beeps stop after fifth iteration but LED...

Page 64: ...empting to reseat install or remove a DIMM module 1 Reseat DIMMs 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 Red Power LED flashes six times once every second followed by a two second pause Beeps stop after fifth iteration but LEDs continue until problem is solved 6 Pre video graphics error For systems with a gra...

Page 65: ...g None System unable to power on Press and hold the power button for less than 4 seconds If the hard drive LED turns green the power button is working correctly Try the following 1 Check that the voltage selector some models located on the rear of the power supply is set to the appropriate voltage Proper voltage setting depends on your region 2 Replace the system board OR Press and hold the power ...

Page 66: ... 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 there are two methods for clearing that password so you can gain access to the information on the computer Resetting the password jumper Restoring f...

Page 67: ...d of static electricity by briefly touching a grounded metal object See the Safety Regulatory Information guide on the Documentation and Diagnostics CD 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 ...

Page 68: ...umentation and Diagnostics CD for further instructions on reestablishing passwords For instructions on Computer Setup see the Computer Setup F10 Utility Guide on the Documentation and Diagnostics CD Using the CMOS Button The CMOS button resets CMOS but does not clear the power on and setup passwords 1 Turn off the computer and any external devices and disconnect the power cord from the power outle...

Page 69: ...ton will not clear CMOS if the power cord is connected Figure B 1 CMOS button NOTE For assistance locating the CMOS button and other system board components see the Illustrated 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 a...

Page 70: ...itions 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 approximately two minutes per g...

Page 71: ...er 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 ...

Page 72: ... 30 L LEDs blinking power 57 blinking PS 2 keyboard 57 M Media Card Reader problems 21 memory problems 37 monitor problems 23 mouse problems 30 N network problems 34 numeric error codes 50 O optical drive problems 40 P password clearing 60 power on 60 setup 60 POST error messages 49 power problems 14 power on password 60 printer problems 29 problems audio 27 CD ROM or DVD 40 diskette 15 Drive Key ...

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HP dc7700 - Convertible Minitower PC, Troubleshooting Manual

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