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Troubleshooting Guide - dx7500 Models

HP Compaq Business PCs

Содержание Compaq dx7500 Series

Страница 1: ...Troubleshooting Guide dx7500 Models HP Compaq Business PCs ...

Страница 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...

Страница 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 ...

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

Страница 5: ...fore You Call for Technical Support 7 Helpful Hints 8 Solving General Problems 10 Solving Power Problems 13 Solving Diskette Problems 14 Solving Hard Drive Problems 16 Solving Media Card Reader Problems 18 Solving Display Problems 20 Solving Audio Problems 24 Solving Printer Problems 26 Solving Keyboard and Mouse Problems 27 Solving Hardware Installation Problems 29 Solving Network Problems 31 Sol...

Страница 6: ...Interpreting POST Audible Codes 43 Resetting the Password Jumper 44 Resetting the CMOS Jumper 45 Contacting Customer Support 46 Index 47 vi ENWW ...

Страница 7: ...fter 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 To access HP Insight Diagnostics you must create a Recovery Disc Set then boot to the CD containing...

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

Страница 9: ... 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 want the diagnostic test for a specified time period enter the amount of time in minutes 5 If performing a Quick Test or Complete Test select the device to be tested from the check list If performing a Custom Test click the Expand button and select the devices to be tested...

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

Страница 11: ... Diagnostics button in the bottom left corner of the screen then remove the CD from the optical drive Downloading the Latest Version of HP Insight Diagnostics 1 Go to http www hp com 2 Click the Support Drivers link 3 Select Download drivers and software and firmware 4 Enter your product number for example dx7500 in the text box and press the Enter key 5 Select your specific computer model 6 Selec...

Страница 12: ...y Disc Set immediately before using the computer and schedule regular 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 a set of recovery discs Recommended and click Next 3 Follow the instructions in the wizard For more information on using HP Ba...

Страница 13: ...lem before calling for technical support Run the HP diagnostic tool Run the hard drive self test in Computer Setup Refer to the Computer Setup F10 Utility Guide for more 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 43 for more information If the screen is blank plug the monitor into...

Страница 14: ...NOTE For sales information and warranty upgrades Care Packs call your local authorized service provider or dealer Helpful Hints If you encounter problems with the computer monitor or software see the following list of general suggestions before taking further action Check that the computer and monitor are plugged into a working electrical outlet Check that the voltage select switch some models is ...

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

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

Страница 17: ...driver bit key Poor performance is experienced Cause Solution Processor is hot 1 Make sure airflow to the computer is not blocked Leave a 10 2 cm 4 inch clearance on all vented sides of the computer and above the monitor to permit the required airflow 2 Make sure fans are connected and working properly some fans only operate when needed 3 Make sure the processor heatsink is installed properly Hard...

Страница 18: ...utton for less than 4 seconds If the hard drive LED turns green then 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 I...

Страница 19: ...If the processor 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 P...

Страница 20: ...ect 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 The device has been disabled in Computer Setup Run the Computer Setup utility and ensure Floppy Diskette A is not Disabled in the Main menu Diskette drive can...

Страница 21: ...ng diskette type for the drive type Check the type of drive that you are using and use the correct diskette type You are reading the wrong drive Check the drive letter in the path statement Diskette is damaged Replace the diskette with a new one Invalid system disk message is displayed Cause Solution A diskette that does not contain the system files needed to start the computer has been inserted i...

Страница 22: ...ws Vista right click Start click Explore and right 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 29 se...

Страница 23: ...rst in a multi hard drive configuration If attempting to boot from a hard drive ensure it is attached to the system board connector labeled SATA 0 Bootable hard drive s controller is not listed first in the Boot Order Run the Computer Setup utility and change the hard drive boot order in Boot Boot Device Priority Hard Drive Group Boot Priority Computer will not boot from hard drive Cause Solution ...

Страница 24: ...edia 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 compatible cards Media card is locked Locking the media card is a safety feature that prevents writing to and deleting from an SD Memory Stick PRO card If using an SD card make sure that the lock tab ...

Страница 25: ... 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 The inserted media card has boot capability If you do not want to boot from the media card remove it during boot or do not select the option to boot from the inserte...

Страница 26: ...nd you will lose any unsaved data Monitor cable is plugged into the wrong connector If the computer system has both an integrated graphics connector and an add in graphics card connector plug the monitor cable into the graphics card connector on the back of the computer Monitor settings in the computer are not compatible with the monitor 1 In Windows XP Control Panel double click the Display icon ...

Страница 27: ...on properly when used with energy saver features Cause Solution Monitor without energy saver capabilities is being used with energy saver features enabled Disable monitor energy saver feature Dim characters Cause Solution The brightness and contrast controls are not set properly Adjust the monitor brightness and contrast controls Cables are not properly connected Check that the graphics cable is s...

Страница 28: ...Position or Vertical Position to adjust the horizontal or vertical position of the image No Connection Check Signal Cable displays on screen Cause Solution Monitor video cable is disconnected Connect the video cable between the monitor and computer CAUTION Ensure that the computer power is off while connecting the video cable Out of Range displays on screen Cause Solution Video resolution and refr...

Страница 29: ...onnection 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 Graphics card is not seated properly or is bad 1 Reseat the grap...

Страница 30: ... Solution Software volume control is turned down or muted Double click the Speaker icon on the taskbar then make sure that Mute is not selected and use the volume slider to adjust the volume The external speakers are not turned on Turn on the external speakers The audio device may be connected to the wrong jack Ensure that the device is connected to the correct jack on the computer The speakers sh...

Страница 31: ...ct Advanced Internal Speaker Sound from headphones is not clear or muffled Cause Solution Headphones are plugged into 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...

Страница 32: ... 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...

Страница 33: ...andby mode CAUTION When attempting to resume from standby mode do not hold down the power button for more than four seconds Otherwise the computer will shut down and you will lose any unsaved data Cursor will not move using the arrow keys on the keypad Cause Solution The Num Lock key may be on Press the Num Lock key The Num Lock light should not be on if you want to use the arrow keys The Num Lock...

Страница 34: ...standby mode do not hold down the power button for more than four seconds Otherwise the computer will shut down and you will lose any unsaved data Mouse will only move vertically horizontally or movement is jerky Cause Solution Mouse roller ball or the rotating encoder shafts that make contact with the ball are dirty Remove roller ball cover from the bottom of the mouse and clean the internal comp...

Страница 35: ...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...

Страница 36: ...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...

Страница 37: ...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 ...

Страница 38: ... 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 correctly The network controller is defective Contact an authorized service provider Diagnostics passes but the computer does not...

Страница 39: ... meet industry standard specifications Install a working industry standard NIC or change the boot sequence to boot from another source Cannot connect to network server when attempting Remote System Installation Cause Solution The network controller is not configured properly Verify Network Connectivity that a DHCP Server is present and that the Remote System Installation Server contains the NIC dr...

Страница 40: ...t type or speed grade for the system or the new memory module is not seated properly Replace module with the correct industry standard device for the computer On some models ECC and non ECC memory modules cannot 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 appl...

Страница 41: ... Solution Memory is installed incorrectly or is bad 1 Reseat DIMMs Power on the system 2 Replace DIMMs one at a time to isolate the faulty module 3 Replace third party memory with HP memory 4 Replace the system board Table 2 13 Solving Memory Problems continued ENWW Solving Memory Problems 35 ...

Страница 42: ...wly installed device See reconfiguration directions in the Solving Hardware Installation Problems on page 29 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...

Страница 43: ... 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 ...

Страница 44: ...evice 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 Floppy Group Boot Priority 2 Run the Computer Setup utility and change boo...

Страница 45: ...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...

Страница 46: ...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 small p...

Страница 47: ...em 7 On 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 Mo...

Страница 48: ...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 Use recovery diskette to scan hard drive for errors Illegal Operation has Occurred error message is display...

Страница 49: ...e 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 legacy floppy drive or optical drive found 1 Check cable connections 2 Run the Computer Setup utility and ensure the device port is en...

Страница 50: ...ing 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 E69 NOTE The password jumper is blue so that it can be easily identified For assistance locating the password jumper and other system board compo...

Страница 51: ...dware 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 E69 NOTE Be sure you have disconnected the AC power cord from the wall outlet The CMOS will not clear if the...

Страница 52: ...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 46 Chapter 2 Troubleshooting Without Diagnostics ENWW ...

Страница 53: ...CMOS 45 password 44 K keyboard problems 27 M Media Card Reader problems 18 memory problems 34 monitor problems 20 mouse problems 27 N network problems 31 O optical drive problems 36 P password resetting jumper 44 POST error codes 43 power problems 13 printer problems 26 problems audio 24 CD ROM or DVD 36 diskette 14 flash drive 38 front panel 39 general 10 hard drive 16 hardware installation 29 In...

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