HP Vectra VL400 Frequently Asked Questions Manual Download Page 35 | Manualshive

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Solving Problems 35 of 74

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There’s a Problem with the Hard Disk

2 of 2

Advanced Troubleshooting

Have you checked that...

How

All the hard drive’s internal connections
and both ends of the status panel are
correctly connected

!

Check that the drive’s power and data cables are correctly
connected at both ends (hard drive and system board).

The jumpers on the hard drive are set
correctly

!

Check that the jumpers on the hard drive are in CS (cable select)
mode

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Summary of Contents for Vectra VL400

Page 1: ...w Problems Starting the PC Problems Using the PC Problems with Software Problems with Audio Sound Problems with Hardware The PC Detects and Error during Startup If you still can t fix the problem contact your support provider But first go to Collecting Information Before Contacting Support This information can be useful when fixing a problem Recovering Hard Disk Contents Clearing the BIOS CMOS Set...

Page 2: ...lly accessed by pressing the F1 key in the software Restart your PC and see if the problem recurs Is the problem hardware or software related Run HP e DiagTools to see whether you have a software or hardware problem You can create a hardware profile of your PC Support Ticket that can be faxed or mailed to support See Diagnose Your Hardware for information on using e DiagTools Is the problem is rel...

Page 3: ...your PC If you have not done so already you can also use HP e DiagTools to download and install the latest BIOS from the web refer to HP e DiagTools If your problem cannot be resolved Record the details of the problem so that you can describe it accurately See Collecting Information Before Contacting Support Contact your HP dealer or contact your authorized support provider outside of peak times m...

Page 4: ... the latest BIOS and instructions from HP s support web site I ve been experiencing problems with my PC ever since I installed some new software What can I do Uninstall the software to see whether this solves the problem If the problem continues contact the software manufacturer for help or information on known compatibility problems Can I use USB hardware devices with the operating system preload...

Page 5: ...r PC may appear to shutdown successfully when it it has not In these cases the operating system thinks that Windows has been shutdown incorrectly and runs scandisk A patch for this problem can be found at http support microsoft com support kb articles Q273 0 17 ASP Why doesn t my PC start when using a console switch This only applies to switches that internally connect both power lines of the PS 2...

Page 6: ...ws NT SP6a uses 99 of the CPU This bug has been acknowledged in the Microsoft knowledge base Ref Q266208 available on http support microsoft com support kb articles Q266 2 08 ASP LN EN US SD SO FR 0 The problem does not occur with SP5 this is why the hp VL400 comes pre installed with SP5 Why are the beep codes from the e DiagTools pre boot diagnostics feature reporting a null serial number and PCI...

Page 7: ...did not work after waking up from standby mode S1 under Windows 98 This is a known bug of Windows 98 ACPI See http support microsoft com support kb articles Q242 9 39 ASP LNG ENG SA AL Hitting a key on my keyboard does not always wake up the PC Why Your PC may be in a deep sleep mode Normally you can wake the PC by pressing any key or the On Off button However the operating system can disable the ...

Page 8: ...eck the DMA checkbox Why do I get a blue screen under NT4 when installing the sound drivers or upgrading my machine from NT4 to Windows 2000 This problem can be solved in several ways If a previous version of the driver was already installed it must be uninstalled before the new driver is installed Try to use the latest installer PS4026 or more recent If the PnP OS field is set to Yes change it to...

Page 9: ...tion and Recovery CDs with the part numbers 5970 0170 xx and 5970 0190 xx When using the Image Creation and Recovery CD ROM the PC stops Why When the BIOS setup field State after power failure is set to Off the PC stops and does not reboot correctly To solve the problem manually power on the PC and continue the recovery process Why is my PC not booting from the CD ROM It is likely that some BIOS l...

Page 10: ... who have Advanced Power Management enabled and a HP Intel Pro 100 Management Adapter LAN card There are two possible ways to fix this problem Disable Advanced Power Management To do this go to Settings Control Panel Power and disable the Allow Windows to manage power use on this computer option Disable the LAN card s BootROM To do this use the BROW utility which is available on the HP Web site Ho...

Page 11: ...or until the Remove Programs From Your Computer window appears 2 In the Remove Programs From Your Computer window click on the Cancel button When prompted to restart your computer click Yes Why does my PC hang when installing Norton Anti Virus Symantec 2000 from the Image Library CD ROM under the Hungarian version of Windows 95 Complete the following procedure 1 Press Ctrl Alt Del to display the T...

Page 12: ...tion in the BIOS setup it must be placed before the floppy drive in the boot order The ZIP device attached to the parallel port of my PC doesn t work under Windows 98 What should I do This is due to an incompatibility problem between the IOMEGA driver and a patch released by Microsoft for another problem If you experience this problem you need to uninstall the Microsoft patch by typing the followi...

Page 13: ...u can also enable Suspend to RAM in your PC s BIOS setup Windows 98 If you have a 3COM LAN driver installed disable the integrated LAN in your PC s BIOS setup Windows 98 Ensure you are using an Open GL screen saver or install the driver no 6 08 035 package QMA0305 I use Matrox G450 graphics card under Windows 2000 but it seems that I cannot use different resolutions on my two monitors Why This is ...

Page 14: ...le on HP support web to fix this issue It needs to be installed after the Mediamatics software has been installed I have a Matrox G450 dual head graphics card but I cannot play a DVD movie across two monitors Why The G450 does not support overlay on the second monitor connector This is because there is no BES Back end scaler support on the second monitor connector I have installed a PCI graphics c...

Page 15: ...rvice Installing Components Solving Problems If you have a problem starting the PC click one of the items below The PC Doesn t Power On The PC Beeps During Startup but the Screen Remains Blank You Get a non system disk or operating system not found Message The PC Detects and Error during Startup ...

Page 16: ...pport Service Installing Components Solving Problems If you have a problem using the PC click one of the items below The PC is Stuck in Sleep Mode The PC Freezes All of a Sudden I Can t Shut Down My PC My PC Has Become Slow Forgotten Your PC s BIOS Password Problems Using the Euro Symbol ...

Page 17: ...arranty and Support Service Installing Components Solving Problems If you have a problem using software click one of the items below The Power Light Is On But My Software Won t Run You Get the Message Some necessary system files are corrupted Problems Using the Euro Symbol ...

Page 18: ...Problems If you have a problem using audio sound click one of the items below No Sound When Running Applications No Sound When Playing a Multimedia or Audio CD A New Add On Sound Card Does Not Work There Is a Humming Noise The PC Hangs While Recording No Output From 8 or 16 Bit Digitized Sounds Audio Input From Microphone Too Low ...

Page 19: ...em click one of the items below The Keyboard Doesn t Work Properly The Monitor Doesn t Work Properly There s a Problem with the Hard Disk There s a Problem with the Floppy Drive The CD ROM CD RW or DVD Drive Doesn t Open The DVD Drive Doesn t Play DVD Video The CD ROM CD RW or DVD Drive Doesn t Open The Printer Doesn t Work A Newly Installed Device Is Not Recognized ...

Page 20: ...ents Solving Problems If you get a beeping sound or an error message during startup click one of the items below About Errors at Startup Memory Test Error Keyboard Test Error Floppy Drive Test Error Hard Disk DVD or CD ROM Drive Test Error CMOS Test Error Serial or Parallel Port Test Error Other Configuration Problems ...

Page 21: ... e DiagTools the hardware diagnostics utility can help you diagnose hardware related problems on your HP PC For more information about this utility refer to the e Diagtools User s Guide e DiagTools User s Guide Where Can I Get e DiagTools There are three ways to access e DiagTools from the Utility Partition on your hard disk drive recommended from one of the CD ROMS that came with your PC the HP I...

Page 22: ... enter HP Utility Partition or any other key to proceed 2 In the menu select the option to run e DiagTools hardware diagnostics Starting e DiagTools from the CD ROM that came with your PC To start e DiagTools from the CD ROM that came with your PC 1 Insert the CD ROM in the CD ROM drive 2 Restart the PC 3 After a moment you should see the DiagTools welcome screen If you are unable to boot from you...

Page 23: ...ou hear a series of beeps when you turn the PC on refer to page 57 The PC s power outlet is working Plug another device into the power outlet and check that it works The PC s voltage switch is correctly set 1 Disconnect the power cord 2 Select the correct setting on the voltage switch located beside the power connector in the rear of the PC 3 Reconnect the power cord 4 Start the PC The PC s power ...

Page 24: ... have added and disconnect any add on accessory boards 3 Reconnect the devices one by one booting the PC each time to see if it works correctly 4 If you are still unable to localize the fault contact your authorized support provider The power supply is working properly 1 When you power on the PC check that the light on the On Off button comes on and that you hear the power supply fan 2 If nothing ...

Page 25: ...3 Replace the memory module with a known working memory module 4 Reconnect the PC s power cord and start up the PC The accessory board you have installed is compatible 1 Disconnect the PC s power cord 2 Remove the PC s cover 3 Remove the accessory board 4 Reconnect the PC s power cord and start up the PC That you have not made any changes to the PC s Setup program that may be causing the problem 1...

Page 26: ...ow You didn t leave a non bootable floppy disk in your floppy drive when you started the PC 1 Check for a non bootable floppy disk in the floppy drive 2 Remove the floppy disk if there is one in the drive 3 Restart the PC The device boot order is correct in the Setup program 1 Enter the Setup program by pressing F2 when prompted during startup 2 Reload the default Setup values by pressing F9 3 Pre...

Page 27: ...a minute to see if the PC wakes 2 If the power LED is blinking and the PC is not making any noise the PC is in a deep sleep state for power saving Press the power button briefly and wait for a minute to see if the PC wakes up 3 Press the power button for 5 seconds The PC will shut down Any unsaved data will be lost Press the power button briefly to start the PC 4 Unplug the power cord from your PC...

Page 28: ...here is a hardware problem 1 Run e DiagTools refer to page 21 2 If the problem persists try removing any added memory or accessory boards You have installed enough memory in your PC It is recommended that you install at least 64MB of RAM to run Windows 2000 or NT 4 0 on your PC Installing less than this may cause problems running applications 1 Restart your PC 2 Display the PC s Summary Screen by ...

Page 29: ... Installing Components Solving Problems I Can t Shut Down My PC 1 of 1 Have you checked that How The PC did not hang when you tried to shut it down If you can t shut down and restart the PC normally press in the power button for 5 seconds The PC will shut down Note that any unsaved data will be lost ...

Page 30: ... PC s hard drive in Windows Explorer The amount of free space on the disk is displayed at the bottom of the Explorer window 2 Remove or back up any unwanted files 3 Compress any files you do not often have to access with a file compression utility You are not storing large numbers of unnecessary temporary files on your PC Select Programs Accessories System Tools Disk Cleanup from the Start menu Th...

Page 31: ...r replace the keyboard by a known working unit or try the keyboard with another PC The keyboard settings are not causing a problem Select Settings Control Panel Keyboard from the Start menu to view your keyboard settings You are using the correct driver This driver is provided with all Windows NT 4 0 Windows 98 and Windows 2000 preloaded systems For other operating systems refer to your operating ...

Page 32: ...card s connector and not the integrated graphics connector This is because the integrated graphics connector is disabled when an AGP card is installed The monitor s brightness and contrast settings are correctly set Check the settings using the monitor s OSD on screen display or using controls on the front of the monitor If you are using dual monitors If the PC has an AGP graphics card you cannot ...

Page 33: ...or Windows 2000 when prompted press F8 and then start the PC in VGA mode When the PC has started double click on the Display icon in your PC s Control Panel then click on the Settings button Use the sliding control to reset the resolution Windows NT Restart the PC and enter VGA mode when prompted during start up For other operating systems refer to your operating system s documentation The picture...

Page 34: ...way Run ScanDisk and Disk Defragmenter to see if they detect a problem with the hard disk drive To access these utilities select Programs Accessories System Tools from the Start menu You have not disabled the option to boot your PC from the hard drive in the Boot menu of the Setup program Enter the Setup program by pressing F2 at startup then go to the Boot menu The hard disk drive has been detect...

Page 35: ...f 2 Advanced Troubleshooting Have you checked that How All the hard drive s internal connections and both ends of the status panel are correctly connected Check that the drive s power and data cables are correctly connected at both ends hard drive and system board The jumpers on the hard drive are set correctly Check that the jumpers on the hard drive are in CS cable select mode ...

Page 36: ... on the disk the disk head may be moving across the disk face Run Disk Defragmenter to optimize the placement of files on your hard disk To access this utility select Programs Accessories System Tools Disk Defragmenter from the Start menu If the operating system swap disk is too small the disk may be moving files from memory to disk Increase the size of the swap file Refer to your Operating System...

Page 37: ...aler The Setup program is correctly configured for your floppy drive Enter the Setup program by pressing F2 at startup then Go to the Advanced menu Make sure you have enabled Floppy Disk Controller Go to the Main menu You should see 1 44 M 3 5 in in the Legacy Diskette A field The hardware is working properly Run e DiagTools to see if it detects a problem with the floppy drive refer to page 21 Adv...

Page 38: ...rive Enter the Setup program by pressing F2 at startup then Make sure you have enabled the On chip Primary IDE and the On chip Secondary IDE fields under Hardware Protection in the Boot menu Go to the Main menu You should see a CD ROM CD RW or DVD ROM drive declared in the Secondary Master or Secondary Slave field or in the IDE Secondary Master or IDE Secondary Slave field BA600 models The device ...

Page 39: ...hooting Have you checked that How All cables data power and audio have been properly connected both to the drive and to the system board Check that the drive s power and data cables are correctly connected at both ends drive and system board The jumpers on the drive are set correctly Check that the jumpers on the hard drive are in CS cable select mode If the drive has a manual check the manual for...

Page 40: ...ve becomes fixed and cannot subsequently be changed You have either a hardware or a software MPEG decoder installed on your system Your PC s hardware and software configuration supports the playing of DVDs The following configuration is recommended At least an Intel Celeron Pentium processor with a minimum clock speed of 400 MHz 64MB of memory Windows 2000 Windows 98 Display settings of 800 x 600 ...

Page 41: ...he drive during a power failure for example you can use the manual eject button With a thin solid rod such as the end of a paper clip push the drive s manual eject button 2 The drive door will be released opening slightly Carefully pull it open fully and retrieve the disc 3 To close the drive door push it gently closed without forcing it The drive door may not close completely until it is fully fu...

Page 42: ...PC by clicking on the Start menu then selecting Settings Printers Your printer s driver should be displayed in the Printers window The printer is configured correctly Click on the Start menu then select Settings Printers Right click on the icon for the printer you want to use and ensure that Set as default is selected and that the printer is set to work online If the printer is on your network you...

Page 43: ...ormation Have you checked that How The correct printer driver is installed Check that the correct driver is installed on your PC by clicking on the Start menu then selecting Settings Printers The driver for your printer should be displayed in the Printers window that appears The printer s data cables are connected properly Check the cables and if it still does not work check the product documentat...

Page 44: ...nstalled or connected properly Accessory boards Check that accessory boards are properly seated in their slots Internal devices Check any internal cables for bent pins and poor connection External devices Check any connections to external devices for bent pins or poor connection If it is an external device that it is switched on Press the device s power button if there is one and check that the po...

Page 45: ...t How There is no information about what is going on in the accompanying documentation Refer to the application software documentation and or the operating system documentation for guidance The software has been correctly installed 1 Check for any error messages when you try to run the software 2 Remove and then reinstall the software 3 If the problem continues contact the software manufacturer s ...

Page 46: ...mponents Solving Problems You Get the Message Some necessary system files are corrupted 1 of 1 Have you checked that How You didn t delete any system files Reinstall the operating system or return the PC to its factory configuration by using the CD ROMs that came with your PC Refer to page 67 for more information ...

Page 47: ...our PC s BIOS Password 1 of 1 You have forgotten the password that has been set in the Setup program to prevent unauthorized users from starting your PC 1 Ask your system administrator if you have one to remind you of the password 2 If you cannot find out the password clear passwords refer to page 68 This will allow the PC to start without a password ...

Page 48: ...t of the Euro symbol refer to Microsoft s Web site at www microsoft com windows euro asp The font you are using supports the Euro symbol If the symbol is supported by a particular font you will see it in the Character Map accessible by selecting Programs Accessories Charmap in the Windows Start menu Windows 98 or Programs Accessories Programs System Tools Character Map Windows 2000 Your keyboard h...

Page 49: ... Control and adjust the settings if required Refer to the operating system documentation for more information Advanced Troubleshooting Have you checked that How The problem is not caused by a hardware conflict Hardware conflicts occur when two or more peripheral devices compete for the same signal lines or channels Conflicts between your audio interface and a peripheral device might be due to the ...

Page 50: ...control on the CD ROM drive is correctly set Turn up the volume dial on the front of the drive If you are using headphones or speakers they are correctly connected the operating system volume controls are correctly set Double click on the speaker icon on the taskbar then set the required volume with the volume slider The audio cable for the CD ROM drive is correctly connected to the connector on t...

Page 51: ...talling Components Solving Problems A New Add On Sound Card Does Not Work 1 of 1 Have you checked that How You have disabled the integrated sound features on your PC as required To disable integrated sound enter F2 during startup then check that Integrated Audio Interface is disabled in the Advanced menu ...

Page 52: ...and Support Service Installing Components Solving Problems There Is a Humming Noise 1 of 1 Have you checked that How The power grounding of your audio components is adequate Plug all devices into adjacent power outlets outlets within 5 cm 2 inches of each other or use line filters ...

Page 53: ... with uncompressed digital audio For example one minute of stereo sound recorded at a resolution of 44 kHz will occupy about 10 5 MB Before recording check that there is enough free space on your hard disk Data compression can reduce the space required The A law and m law hardware compression used by the audio interface enables the sampling of sound at a resolution of 16 bits but it generates the ...

Page 54: ...ing Components Solving Problems No Output From 8 or 16 Bit Digitized Sounds 1 of 1 Have you checked that How You do not have an interrupt conflict or that you have not selected the wrong DMA channel Use your operating system s audio control software to change the audio interface s DMA channel or IRQ setting ...

Page 55: ...ice Installing Components Solving Problems Audio Input From Microphone Too Low 1 of 1 Have you checked that How The microphone specifications meet the requirements of the 16 bit sound components The microphone should be a 600 ohm electret type Check the documentation that came with your microphone ...

Page 56: ...eps Meaning 0 System OK 1 Processor absent not correctly connected or ZIP socket not closed 2 Power supply is in protected mode 3 No memory bad memory modules incompatible memory module 4 Graphics card problem 5 PnP PCI initialization problem 6 Corrupted BIOS You need to activate crisis recovery procedure refer to page 71 7 Defective system board Please note that for Memory code 3 Video Card code ...

Page 57: ...d of the correct type and in the correct sockets 4 Close the PC reconnect the power cord and check that the PC boots starts The PC s memory modules are working 1 Disconnect the power cord 2 Remove the PC s cover 3 Replace the memory modules by known working memory modules from the same model of PC 4 Close the PC reconnect the power cord and check that the PC boots starts Advanced Troubleshooting H...

Page 58: ...n Check all keys are at the same height and none are stuck keyboard The keyboard is working 1 Switch off the PC 2 Replace the keyboard by a known working unit 3 Switch on the PC and check it works Run e DiagTools refer to page 21 The keyboard port is working 1 Disconnect the keyboard from the PC 2 Attach the keyboard to another PC of the same model 3 If the keyboard works you may need a new system...

Page 59: ...C s Setup program 1 Switch the PC OFF then ON 2 When the message Press F2 to Enter Setup appears press the F2 key 3 Check the floppy disk drive is enabled and that the correct type is selected The floppy drive is working Insert a known working floppy disk and see if it works Run e DiagTools refer to page 21 You are using the latest BIOS for your PC Download the latest BIOS and instructions for its...

Page 60: ...s The drive cable is working 1 Disconnect the power cord 2 Remove the PC s cover 3 Replace the floppy drive cable by a known working cable from the same model of PC if possible 4 Close the PC then switch it on and check it works The drive itself has not failed 1 Disconnect the power cord 2 Remove the PC s cover 3 Replace the floppy drive by a known working drive from the same model of PC if possib...

Page 61: ...he Warranty and Support Service section The drive is correctly configured in the PC s Setup program 1 Switch the PC OFF then ON 2 When the message Press F2 to Enter Setup appears press the F2 key 3 Check the drive is enabled and the correct type is selected The hard disk DVD or CD ROM drive is working Run e DiagTools from the Brio Assist CD ROM Drivers Utilities to test your hard drive To test you...

Page 62: ...itch it on and check it works The drive cable is working 1 Disconnect the power cord 2 Remove the PC s cover 3 Replace the drive cable by a known working cable from the same model of PC if possible 4 Close the PC then switch it on and check it works The drive itself has not failed 1 Disconnect the power cord 2 Remove the PC s cover 3 Replace the drive by a known working drive from the same model o...

Page 63: ...anual 2 Switch off and unplug the PC for an hour 3 Restart the PC and check the time is correct 4 If the time is incorrect replace the PC s battery by a new one You are using the latest BIOS for your PC Download the latest BIOS and instructions for its installation from HP s support web site The CMOS is not corrupted Clear your PC s CMOS in the PC s Setup program the recommended method if you have...

Page 64: ...emove the PC s cover 3 Check the power connector is correctly attached to the system board refer to page 73 4 Close the PC reconnect the power cord and check that the PC boots starts You don t need to restore the default configuration settings 1 Switch the PC OFF then ON 2 When the message Press F2 to Enter Setup appears press the F2 key 3 Press F9 to restore default values 4 Press F10 to exit the...

Page 65: ... under I O Device Configuration in the Advanced menu You have not connected a device incorrectly or forgotten to switch it on 1 Switch off the PC 2 Plug the cables into the correct connectors on the back of the PC 3 Switch on the PC and the external devices You have installed the correct device drivers Refer to the documentation for your serial or parallel device There is not a hardware problem Ru...

Page 66: ... Problems 1 of 1 If the POST produces an error not covered in this section Have you checked that How The Setup program settings are correct 1 Turn on or restart the PC 2 When the message Press F2 to Enter Setup appears press the F2 key You are using the latest BIOS for your PC Download the latest BIOS and instructions for its installation from HP s support web site ...

Page 67: ... Run e DiagTools hardware diagnostics Documentation for the Recovery Process All of these processes are fully documented on the first HP Image Creation and Recovery CD ROM The documentation is displayed when you insert this CD ROM When Should I Use the HP Image Library and Diagnostics CD ROM To run e DiagTools if you cannot run diagnostics from the hard disk partition To reinstall a driver if you ...

Page 68: ...en the PC is infected by a virus You can clear CMOS settings by using your PC s Setup program recommended method by opening your PC and clearing CMOS manually recommended if you cannot solve the problem by using Setup or if you want to clear the CMOS thoroughly for example when experiencing virus problems Clearing CMOS Using the Setup Program If you are able to gain access to your PC s Setup progr...

Page 69: ...age will be displayed saying that the configuration has been cleared 5 Turn off the PC disconnect the power cord then remove the hard disk drive cover and hard disk drive 6 Set the clear CMOS Password switch to OFF to re enable the configuration 7 Replace the hard disk drive and hard disk drive cover then reconnect the power cord 8 Switch on the PC The PC will start more slowly than usual because ...

Page 70: ...ort web site Follow the downloaded instructions to create a floppy disk and update the PC s BIOS Update Using e DiagTools You can also use e DiagTools to automatically download and install the latest BIOS To use this feature your PC must be correctly set up as described in the e DiagTools User s Guide This guide is available on HP s support web site Once set up correctly 1 Restart your PC 2 When t...

Page 71: ...ROM If you don t already have the latest BIOS for you PC you can obtain it from HP s support web site 1 Create a bootable floppy disk in MS DOS by typing format a s 2 Copy the BIOS image you require for example IPxxyy FUL where xxyy corresponds to the BIOS revision number and phlash exe and platform bin onto the bootable floppy disk 3 Add the following line to the floppy s AUTOEXEC BAT file phlash...

Page 72: ...te Failure 2 of 2 NOTE The power button is protected in BIOS update mode and will appear inactive even after the update procedure has finished To power off the system after the update press and hold the power button for at least 5 seconds 7 Power off the PC and remove the PC s cover 8 Reset system board switch 3 BIOS Block Recovery to OFF and replace the PC s cover ...

Page 73: ... How often has the problem occurred Run OK How long has the PC been running normally Recent changes to the PC Have there been any recent changes made to the PC Hardware Configuration Which BIOS version is used The BIOS version is displayed on the Summary Screen accessed by pressing Esc during start up Any BIOS parameter changes Did the problem occur after changes were made to the BIOS using the Se...

Page 74: ...Solving Problems System Board Connectors 1 of 1 CD ROM DVD Tape or Zip drive Hard drive Floppy drive CD audio Status panel System fan WOL System board switches Processor fan not used if passive heatsink is fitted as shown here Power supply Chassis intrusion Power protection device if installed Internal speaker if installed ...

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