HP Elite 7000 Microtower Troubleshooting Manual Download Page 48

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Contacting Customer Support

For help and service, contact an authorized reseller or dealer. To locate a reseller or dealer near you,
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.

Chapter 2 Troubleshooting Without Diagnostics

ENWW

Summary of Contents for Elite 7000 Microtower

Page 1: ...Troubleshooting Guide HP Elite 7000 MT Series PCs ...

Page 2: ...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 the ...

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: ...pful Hints 7 Solving General Problems 9 Solving Power Problems 12 Solving Hard Drive Problems 13 Solving Media Card Reader Problems 14 Solving Display Problems 16 Solving Audio Problems 20 Solving Printer Problems 22 Solving Keyboard and Mouse Problems 23 Solving Hardware Installation Problems 25 Solving Network Problems 27 Solving Memory Problems 30 Solving CD ROM and DVD Problems 32 Solving USB ...

Page 6: ...Index 43 vi ENWW ...

Page 7: ... reports available before placing a call to the Customer Support Center NOTE Third party devices may not be detected by HP Vision Field Diagnostics Accessing HP Vision Field Diagnostics To access HP Vision Field Diagnostics you must create a Recovery Disc Set then boot to the CD containing the utility It can also be downloaded from http www hp com and either burned to CD or installed to a USB flas...

Page 8: ...gories of information about the computer Architecture Provides system BIOS and PCI device information Asset Control Shows product name system serial number asset tag and universal unique ID information Audio Displays information about the audio controllers present in the system including PCI audio cards Communication Shows information about the computer parallel LPT and serial COM port settings pl...

Page 9: ...h drive and select HP Memory Test from the boot menu To begin testing 1 Select the Test tab 2 Select the type of tests you want to run Quick Complete or Custom 3 Include optional interactive tests by selecting Include interactive tests 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 num...

Page 10: ... to resolve the failed hardware The Warranty ID is a unique error code associated with the specific error on your computer When contacting the HP Support Center for assistance with a hardware failure please be prepared to provide the Warranty ID The Clear Errors button will clear the contents of the Error Log The contents of the Error Log may be saved as a HTML file to USB flash drive by clicking ...

Page 11: ... the desired information from the storage device used to save it NOTE To exit HP Vision Field Diagnostics click the Exit Diagnostics button at the bottom of the screen Be sure to remove the USB flash drive or CD from the optical drive Downloading the Latest Version of HP Vision Field Diagnostics 1 Go to http www hp com 2 Click the Software Drivers link 3 Select Download drivers and software and fi...

Page 12: ...information Listen for beeps from the computer The beeps are error codes that will help you diagnose the problem Refer to Interpreting POST Audible Codes on page 39 for more information If the screen is blank plug the monitor into a different video port on the computer if one is available Or replace the monitor with a monitor that you know is functioning properly If you are working on a network pl...

Page 13: ...is turned on and the monitor light is on Listen for beeps from the computer The beeps are error codes that will help you diagnose the problem Refer to Interpreting POST Audible Codes on page 39 for more information Turn up the brightness and contrast controls of the monitor if the monitor is dim Press and hold any key If the system beeps then the keyboard should be operating correctly Check all ca...

Page 14: ...he source selected as the primary VGA adapter During boot the other monitor connectors are disabled and if the monitor is connected into these ports the monitor will not function You can select which source will be the default VGA source in Computer Setup CAUTION When the computer is plugged into an AC power source there is always voltage applied to the system board You must disconnect the power c...

Page 15: ...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 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 Cau...

Page 16: ...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 hard driv...

Page 17: ...hen 1 Check that the voltage selector located on the rear of the power supply on some models is set to the appropriate voltage Proper voltage setting depends on your region 2 Remove the expansion cards one at a time and see if the system powers on 3 Replace the system board OR Press and hold the power button for less than 4 seconds If the hard drive LED does not turn on green then 1 Check that the...

Page 18: ...essor fan is 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 failure power supply is overloaded 1 Check that the voltage selector located on the rear of the power supply some models is set to the appropriate voltage Proper volta...

Page 19: ...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 25 section If the system still does not recognize the new device check to see if the device is listed within Computer Setup...

Page 20: ...rd If using an SD card make sure that the lock tab located on the right of the SD 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 ...

Page 21: ...eeds time to recognize the device if the reader was just installed into the computer and you are turning the PC on for the first time Wait a few seconds so that the operating system can recognize the reader and the available ports and then recognize whatever media is inserted in the reader After inserting a media card in the reader the computer attempts to boot from the media card Cause Solution T...

Page 22: ...Monitor settings in the computer are not compatible with the monitor 1 In Windows XP Control Panel double click the Display icon and select the Settings tab In Windows Vista Control Panel under Appearance and Personalization select Adjust screen resolution 2 Use the sliding control to reset the resolution Monitor is configured to use an input that is not active Use the monitor s on screen menu con...

Page 23: ... and the monitor Blurry video or requested resolution cannot be set Cause Solution If the graphics controller was upgraded the correct graphics drivers may not be loaded Install the video drivers included in the upgrade kit Monitor is not capable of displaying requested resolution Change requested resolution Graphics card is bad Replace the graphics card The picture is broken up rolls jitters or f...

Page 24: ...he settings to a supported setting then restart the computer so that the new settings take effect Vibrating or rattling noise coming from inside a CRT monitor when powered on Cause Solution Monitor degaussing coil has been activated None It is normal for the degaussing coil to be activated when the monitor is powered on Clicking noise coming from inside a CRT monitor Cause Solution Electronic rela...

Page 25: ... in the monitor s on screen display menu 2 Manually synchronize the Clock and Clock Phase on screen display functions Graphics card is not seated properly or is bad 1 Reseat the graphics card 2 Replace the graphics card Certain typed symbols do not appear correct Cause Solution The font you are using does not support that particular symbol Use the Character Map to locate and select the appropriate...

Page 26: ...xternal 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 connected to the correct jack on the computer The speakers should be plugged into the rear line out jack and the headphones should be plugged into the front headphone jack External speakers plugged into the wrong audio jack on a recently installed sound car...

Page 27: ... 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 recording the audio file in a compressed format Table 2 6 Solving Audio Problems continued ENWW Solving Audio Problems ...

Page 28: ... 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 for the app...

Page 29: ...ise 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 light should not be on if you want to use the arrow keys The Num Lock key can be disabled or enabled in Computer Setup Table 2 9 Solving Mouse Problems Mouse does not respond to movement or is too sl...

Page 30: ...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 roller ball cover from the bottom of the mouse and clean the internal components with a mouse cleaning kit available from most computer stores Table 2 9 Solving Mouse Problems continued 24 Chapter 2 Troub...

Page 31: ...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 not automatically configure when added if the defau...

Page 32: ...OTE DIMM 1 must always be installed 3 Replace third party memory with HP memory 4 Replace the system board The computer emits two short beeps then one long beep followed by a three second pause 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...

Page 33: ...ol 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 NOTE Wake on LAN is only supported from the S1 S3 and S4 states It is not ...

Page 34: ...le 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 correctly 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 param...

Page 35: ...ver 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 System Installation Server contains the NIC drivers for your NIC System setup utility reports unprogrammed EEPROM Cause Solution Unprogrammed EEPROM Contact an authorized service provider Table 2 11 Solving Net...

Page 36: ...standard device for the computer On some models ECC and non ECC memory modules cannot be mixed Out of memory error Cause Solution Memory configuration may not be set up correctly Use the Device Manager to check memory configuration You have run out of memory to run the application Check the application documentation to determine the memory requirements Memory count during POST is wrong Cause Solut...

Page 37: ...short beep then one long beep followed by a three second pause Cause Solution 3 Replace third party memory with HP memory 4 Replace the system board Table 2 12 Solving Memory Problems continued ENWW Solving Memory Problems 31 ...

Page 38: ...wly installed device See reconfiguration directions in the Solving Hardware Installation Problems on page 25 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 The device is attached to a SATA port that has been di...

Page 39: ... 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 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 ...

Page 40: ...ed menu The device was not properly seated before power up Ensure the device is fully inserted into the USB port before applying power to the system System will not boot from USB flash drive Cause Solution Boot order is not correct 1 Run the Computer Setup utility and change the removable media boot priority in Boot Boot Device Priority 2 Run the Computer Setup utility and change boot group sequen...

Page 41: ...res 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 computer The device is not working 1 Replace the device 2 Restart the com...

Page 42: ...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 43: ...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 44: ...ing Software Problems Computer will not continue and no HP logo screen has appeared Cause Solution POST error has occurred 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 Scan hard drive for errors Illegal Operation has Occurred error message is displayed Cause Sol...

Page 45: ...egrated graphics replace the system board 3 short beeps and 1 long beep followed by a three second pause CPU configuration error or invalid CPU detected before graphics card initialized 1 Upgrade the BIOS to proper version 2 Change the processor 1 short beep followed by a one second pause No optical drive found 1 Check cable connections 2 Run the Computer Setup utility and ensure the device port i...

Page 46: ...these procedures ensure that you are discharged of static electricity by briefly touching a grounded metal object See the Hardware Reference Guide for more information 3 Remove the computer cover or access panel 4 Locate the header and jumper labeled JFP1 NOTE The password jumper is light green so that it can be easily identified For assistance locating the password jumper and other system board c...

Page 47: ... Reference Guide for more information 3 Remove the computer cover or access panel CAUTION Resetting CMOS will restore the computer to factory defaults and will erase any customized information including passwords asset numbers and special settings 4 Locate the header and jumper labeled JBAT1 NOTE Be sure you have disconnected the AC power cord from the wall outlet The CMOS will not clear if the po...

Page 48: ...p 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 42 Chapter 2 Troubleshooting Without Diagnostics ENWW ...

Page 49: ... problems 23 M Media Card Reader problems 14 memory problems 30 monitor problems 16 mouse problems 23 N network problems 27 O optical drive problems 32 P password resetting jumper 40 POST error codes 39 power problems 12 printer problems 22 problems audio 20 CD ROM or DVD 32 flash drive 34 front panel 35 general 9 hard drive 13 hardware installation 25 Internet access 36 keyboard 23 Media Card Rea...

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