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Troubleshooting Guide

2–31

Troubleshooting Without Diagnostics

Solving Software Problems

Most software problems occur as a result of the following:

■

The application was not installed or configured correctly.

■

There is insufficient memory available to run the application.

■

There is a conflict between applications.

■

Be sure that all the needed device drivers have been installed.

■

If you have installed an operating system other than the
factory-installed operating system, check to be sure it is
supported on your system.

Where available, run the Compaq Configuration Record Utility to
determine if any changes have been made to the software which may
be causing a problem. See the

Desktop Management Guide

on the

Documentation Library

CD for more information.

Solving Software Problems

Problem

Cause

Solution

Computer will not start.

System files may be
damaged.

Observe the beeps and LED lights
on the keyboard. See Appendix A,
“POST Error Messages” to
determine possible causes.

See your Compaq Restore kit or
your Worldwide Limited Warranty
for details.

“Illegal Operation has
Occurred” error message
is displayed.

Software being used is
not Microsoft-certified
for your version of
Windows.

Verify that the software is certified
by Microsoft for your version of
Windows (see program packaging
for this information).

Configuration files are
corrupt.

If possible, save all data, close all
programs, and restart your
computer.

292974-002.book Page 31 Tuesday, July 9, 2002 5:46 PM

Содержание D315 - Desktop PC

Страница 1: ...ment Part Number 292974 002 July 2002 This guide provides helpful hints and solutions for troubleshooting the above product as well as scenarios for possible hardware and software problems 292974 002...

Страница 2: ...ment is provided as is without warranty of any kind and is subject to change without notice The warranties for Compaq products are set forth in the express limited warranty statements accompanying suc...

Страница 3: ...1 10 2 Troubleshooting Without Diagnostics Helpful Hints 2 2 Solving General Problems 2 3 Solving Power Supply Problems 2 6 Solving Diskette Problems 2 8 Solving Hard Drive Problems 2 11 Solving Disp...

Страница 4: ...Security and Resetting CMOS Resetting the Password Jumper B 2 Clearing and Resetting the CMOS B 3 C Drive Protection System DPS Accessing DPS Through Compaq Diagnostics for Windows C 2 Accessing DPS...

Страница 5: ...cs for Windows the Overview screen is displayed which shows the current configuration of the computer From the Overview screen there is access to several categories of information about the computer a...

Страница 6: ...the following categories of information about the computer System System board ROM date and time information Asset Control Asset tag system serial number and processor information Input Devices Keyboa...

Страница 7: ...and testing mode Status The Status window displays the status of each test in progress You can cancel testing by clicking the Cancel Testing button Log The Log window displays a log of tests for each...

Страница 8: ...Repair to update the installed version This will cause the new version to overwrite the old version Using Categories in Compaq Diagnostics for Windows To use the categories do the following 1 Click St...

Страница 9: ...ry Click OK to save the report you selected 5 To exit Compaq Diagnostics for Windows click File and then click Exit Running Diagnostic Tests in Compaq Diagnostics for Windows To run diagnostic tests 1...

Страница 10: ...e in the Test window or by shaded boxes that cannot be checked 4 Select Interactive Mode or Unattended Mode In Interactive Mode the diagnostic software will prompt you for input during tests that requ...

Страница 11: ...service cases The Compaq Configuration Record Utility gathers information automatically on the hardware and operating system software to deliver a comprehensive view of the system It gathers informati...

Страница 12: ...ider if the system ever encounters a problem that needs debugging 4 To exit Compaq Configuration Record click File then click Exit Compaq Remote Diagnostics Enabling Agent This utility was developed t...

Страница 13: ...with the ease and simplicity of a single tool This approach minimizes problem resolution time and also minimizes administration resources because less time is spent visiting a site or communicating w...

Страница 14: ...e hard drive See the operating system or backup utility documentation for instructions on making backup copies of data files Restoring Your Software The operating system and software can be restored t...

Страница 15: ...ssage To manually switch to the POST Messages Enabled mode during POST press any key except F10 or F12 The default mode is POST Message Disabled The speed at which the computer loads the operating sys...

Страница 16: ...sion board or other option See Solving Hardware Installation Problems for instructions Be sure that all the needed device drivers have been installed For example if you are using a printer you need a...

Страница 17: ...external power source are plugged in properly and the wall outlet is active A defective PCI card has been installed Remove any expansion board that was just installed Drive power data or power supply...

Страница 18: ...s not properly attached to the processor 1 Unit is in an exceedingly hot environment Let it cool down 2 Ensure computer air vents are not blocked and internal fans are running such as the power supply...

Страница 19: ...d and working properly some fans only operate when needed 3 Make sure the processor heatsink is installed properly Cursor will not move using the arrow keys on the keypad The Num Lock key may be on Pr...

Страница 20: ...system board Power line selector switch on rear of computer chassis not switched to correct line voltage 115V or 230V some models Select the proper AC voltage using the slide switch Wall outlet is de...

Страница 21: ...ernal power supply fault Replace power supply Computer powered off automatically and the Power LED is 1 Flashing Red or Yellow four times per second OR 2 Flashing Red two times one second apart follow...

Страница 22: ...cking click Check Now Diskette is incorrectly inserted Remove diskette and reinsert Drive button is not pushed in Push in drive button Files on diskette are damaged Check the program diskettes Drive c...

Страница 23: ...s a problem with a file Right click Start click Explore and select a drive Select File Properties Tools Under Error checking click Check Now Diskette drive cannot read a diskette Diskette is not forma...

Страница 24: ...s trying to start from a nonbootable diskette Remove the diskette from the drive Cannot Boot to Diskette Diskette is not bootable Replace with a bootable diskette Diskette boot has been disabled in Co...

Страница 25: ...d a newly installed device See reconfiguration directions in the Hardware Installation Problems section If system still does not recognize the new device check to see if the device is listed within Co...

Страница 26: ...tup and select Security Restore Master Boot Record System files missing or not properly installed Insert a bootable system diskette and restart Verify hard drive is partitioned and formatted Install s...

Страница 27: ...ur Worldwide Limited Warranty for details Computer seems to be locked up Program in use has stopped responding to commands Attempt the normal Windows Turn off Computer procedure If this fails press th...

Страница 28: ...Green Blue input switch on the monitor is incorrectly set Set the monitor s RGB input switch to 75 ohms and if there is a sync switch set it to external System ROM is bad system is running in Failsaf...

Страница 29: ...ture Graphics colors are wrong The cabling or monitor impedance is incorrect 1 If you are using BNC cables be sure that the Red Green and Blue BNC cables are connected to the corresponding monitor con...

Страница 30: ...rolls jitters or flashes The monitor connections may be incomplete or the monitor may be incorrectly adjusted 1 Be sure the monitor cable is securely connected to the computer 2 In a 2 monitor system...

Страница 31: ...on front of computer to increase the volume The external speakers are not turned on Turn on the external speakers External speakers plugged into the wrong audio jack See the sound card documentation f...

Страница 32: ...multimedia device properties to manually switch the audio signal from analog to digital 3 If the headphones have a mono jack use the multimedia device properties to switch the system to analog out Fo...

Страница 33: ...If printer works reload printer driver 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 printe...

Страница 34: ...ter the shutdown is complete reconnect the keyboard to the back of your computer and restart the computer Program in use has stopped responding to commands Shut down your computer using the mouse and...

Страница 35: ...he mouse connector into the back of your computer or the keyboard and restart your computer Program in use has stopped responding to commands Shut down the computer using the keyboard and then restart...

Страница 36: ...ing Hardware Installation Problems Problem Cause Solution A new device is not recognized as part of the system Device is not seated or connected properly Ensure that the device is properly and securel...

Страница 37: ...reconfigure or disable devices to resolve the resource conflict Computer will not start Wrong memory modules were used in the upgrade or memory modules were installed in the wrong location 1 Review t...

Страница 38: ...is disabled Run Computer Setup and enable network controller Incorrect Network Driver Check the network controller documentation for the correct driver or obtain the latest driver from the manufacture...

Страница 39: ...an expansion board Under the Computer Setup Advanced menu change the resource settings for the board The network controller is defective Contact your Compaq authorized service provider Diagnostics pas...

Страница 40: ...tall the network drivers using the Compaq Restore CD The cable is not securely connected Ensure that the cable is securely attached to the network connector and that the other end of the cable is secu...

Страница 41: ...ards will blink continuously and the system will not boot the operating system In addition if a speaker is installed in the system there will be a short beep followed by 2 long beeps See the Interpret...

Страница 42: ...emory to run the application Check the application documentation to determine the memory requirements Memory count during POST is wrong The memory modules may not be installed correctly Check that the...

Страница 43: ...etected or driver is not loaded Drive is not connected properly or not properly configured See the documentation that came with the optional device Movie will not play in the DVD drive Movie may be re...

Страница 44: ...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 devi...

Страница 45: ...ftware which may be causing a problem See the Desktop Management Guide on the Documentation Library CD for more information Solving Software Problems Problem Cause Solution Computer will not start Sys...

Страница 46: ...authorized reseller or dealer To locate a Compaq reseller or dealer near you visit the Compaq Web site at www compaq com If you take your computer to a Compaq authorized reseller dealer or service pro...

Страница 47: ...codes associated with them The section also includes some text messages that may be encountered during POST Numeric Codes and Text Messages Code Message Beeps Probable Cause Recommended Action 101 Op...

Страница 48: ...he computer 2 Disable SafePost 3 If the expansion card does not respond replace the card 162 System Options Not Set 2S Configuration incorrect RTC real time clock battery may need to be replaced Batte...

Страница 49: ...for RTC battery replacement CMOS jumper may not be properly installed Check for proper placement of the CMOS jumper 164 Memory Size Error 2S Memory configuration incorrect 1 Run Computer Setup or Micr...

Страница 50: ...2 Memory Type Mismatch None Memory modules do not match each other Replace memory modules with matched sets 207 ECC Corrected Single Bit Errors in Memory Module Socket s y y 2S Single Bit ECC error 1...

Страница 51: ...Try another memory socket 3 Replace memory module if problem persists 301 Keyboard Error None Keyboard failure 1 Reconnect keyboard with computer turned off 2 Check connector for bent or missing pins...

Страница 52: ...ict Detected 2S Both external and internal ports are assigned to parallel port X 1 Remove any parallel port expansion cards 2 Clear CMOS See Appendix B Password Security and Resetting CMOS 3 Reconfigu...

Страница 53: ...ont Fan not detected None Fan is not connected or may have malfunctioned 1 Reseat fan cable 2 Replace the fan 601 Diskette Controller Error None Diskette controller circuitry or floppy drive circuitry...

Страница 54: ...iguration error Run Computer Setup 612 Secondary Floppy Port Address Assignment Conflict 2S Configuration error 1 Run Computer Setup 2 Remove expansion cards 3 Clear CMOS See Appendix B Password Secur...

Страница 55: ...nsure good connection 1151 Serial Port 1 Address Conflict Detected 2S Both external and internal serial ports are assigned to COM1 1 Remove any serial port expansion cards 2 Clear CMOS See Appendix B...

Страница 56: ...2S Device IRQ address conflicts with another device Reset the IRQ 1202 MIDI Port Address Conflict Detected 2S Device IRQ address conflicts with another device Reset the IRQ 1203 Game Port Address Conf...

Страница 57: ...echpubs customer_advisories 3 Back up contents and replace hard drive 1782 Disk Controller Failure None Hard drive circuitry error 1 Run Computer Setup 2 Clear CMOS See Appendix B Password Security an...

Страница 58: ...k 1999 Master Boot Record has changed 1L The current MBR does not match the previously saved copy of the MBR Use extreme caution The MBR may have been updated due to normal disk maintenance activities...

Страница 59: ...ata in the field or will not allow the serial number to be entered download from www compaq com and run SP5572 EXE SNZERO EXE 2 Run Computer Setup and try to enter serial number under Security System...

Страница 60: ...e Graphics controller not present or incorrectly initialized 1 Clear CMOS See Appendix B Password Security and Resetting CMOS 2 If graphics card has been added remove and reseat 3 Reseat riser board i...

Страница 61: ...spend mode None Green Power LED On None Computer on None Red or Yellow Power LED flashes every 2 seconds on select models None Power supply overloaded 1 Push in power button LED should be green 2 Remo...

Страница 62: ...emory module 3 See the Solving Memory Problems section of this guide Red or Yellow Power LED On None Processor unseated Reseat processor in system board Red or Yellow Power LED is 1 Flashing four time...

Страница 63: ...up 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 into the computer This is a u...

Страница 64: ...ff Failure to disconnect the power cord can result in damage to the system CAUTION Static electricity can damage the electronic components of the computer or optional equipment Before beginning these...

Страница 65: ...e lower right corner of the screen press the F10 key If you do not press the F10 key while the message is displayed you must reboot the computer to access the utility 2 Press the Enter key to select E...

Страница 66: ...B 4 Troubleshooting Guide Password Security and Resetting CMOS 292974 002 book Page 4 Tuesday July 9 2002 5 46 PM...

Страница 67: ...nose 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 i...

Страница 68: ...Test 3 Select Custom Test A choice of two test modes is offered Interactive Mode and Unattended Mode 4 Select Interactive Test Storage Hard Drives 5 Select the specific drives to be tested Drive Prote...

Страница 69: ...nd press the Enter key The screen will display the list of DPS capable hard drives that are installed on the computer If no DPS capable hard drives are installed the IDE DPS Self Test option will not...

Страница 70: ...C 4 Troubleshooting Guide Drive Protection System DPS 292974 002 book Page 4 Tuesday July 9 2002 5 46 PM...

Страница 71: ...ense or analog mode If you set analog as your Output Mode external digital speakers will not function until you change the output mode back to an auto sense or digital mode Microsoft Windows 2000 1 Cl...

Страница 72: ...the appropriate audio device 4 Click Properties to open up the Device Properties panel 5 Click the Properties tab 6 Click the next to Audio Devices to expand it 7 Highlight the appropriate driver by c...

Страница 73: ...computer cover A 8 customer support 2 32 D date and time display 2 4 Diagnostics for Windows installing 1 3 Menu Bar 1 2 overview 1 1 running tests 1 5 ToolBar 1 2 disk controller failure A 11 DPS ac...

Страница 74: ...Troubleshooting Guide 2 292974 002 book Page 2 Tuesday July 9 2002 5 46 PM...

Страница 75: ...blems audio 2 17 CD ROM and DVD 2 29 diskette 2 8 display 2 14 general 2 3 hard drive 2 11 installing hardware 2 22 keyboard 2 20 memory 2 28 minor 2 2 mouse 2 21 network 2 24 power supply 2 6 printer...

Страница 76: ...4 Troubleshooting Guide 292974 002 book Page 4 Tuesday July 9 2002 5 46 PM...

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