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The Support Ticket

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Содержание OmniBook 7150 - Notebook PC

Страница 1: ...HP OmniBook DiagTools User s Guide ...

Страница 2: ...hts of Consumers Copyright Hewlett Packard Company 1998 1999 All rights reserved Reproduction adaptation or translation of this manual is prohibited without prior written permission of Hewlett Packard Company except as allowed under the copyright laws The programs that control this product are copyrighted and all rights are reserved Reproduction adaptation or translation of those programs without ...

Страница 3: ...k DiagTools 1 5 Starting OmniBook DiagTools 1 6 The Welcome Screen 1 8 2 Hardware Detection 2 1 Overview of Hardware Detection 2 2 During Hardware Detection 2 3 Hardware Detection Results 2 4 What is Detected 2 5 If a PC Component is Not Detected 2 6 3 Basic System Test 3 1 Overview of the Basic System Test 3 2 How to Run the Basic System Test 3 2 Test Result PASS 3 3 Test Result FAIL 3 4 What is ...

Страница 4: ... 2 Retrieving a Support Ticket 5 3 Adding Comments to the Support Ticket 5 4 6 Hewlett Packard Support and Information Services 6 1 Your HP Authorized Reseller 6 2 Hewlett Packard Information Services 6 3 HP OmniBook World Wide Web 6 3 HP PC Peripheral Self Help and Direct Help Tools 6 3 ...

Страница 5: ...nt unneeded repair Provide precise information to HP dedicated support agents so that they can solve any problem quickly and effectively OmniBook DiagTools is not a repair tool Overview of OmniBook DiagTools The OmniBook DiagTools utility has four parts Hardware Detection which automatically detects the hardware configuration of an OmniBook PC Hardware detection is described in chapter 2 The Basic...

Страница 6: ...ok You should verify you use the correct version of OmniBook DiagTools for the OmniBook you are testing Where to Get the Diagnostics Software Always use the latest version of OmniBook DiagTools Note Verify that you are using the correct version of OmniBook DiagTools for the OmniBook you are testing You can download the latest version of the OmniBook DiagTools utility from the OmniBook web site in ...

Страница 7: ...1 Starting OmniBook DiagTools ...

Страница 8: ... locally from your hard disk or Recovery CD Hard Disk Drive Method the F10 method If your computer supports this method you press F10 during start up Also you need a special utility to view and retrieve the support ticket Note OmniBook DiagTools must not be run directly from your operating system OmniBook DiagTools will function correctly only under the DOS operating system and once the correct dr...

Страница 9: ...w the instructions included with the file Creating the OmniBook DiagTools Floppy Diskette Locally You can create the OmniBook DiagTools floppy diskette locally After inserting a formatted floppy diskette in the floppy drive do one of the following to create an OmniBook DiagTools floppy diskette On an OmniBook with a factory software installation run diaginst from the Dmi Hpdiags directory on the h...

Страница 10: ...grated Device Manager Ver 4 1 To update the Diagnostics files on remote PCs open the TopTools Integrated Device Manager in Internet Explorer version 4 01 or above Right click on Devices Device Types and select Personal Computers in the window that appears Use shift click or control click to select the DMI 2 x compliant PCs you want to update and right click Select Distribute Diagnostics from the m...

Страница 11: ... run the Setup program and enable devices that you want to test More Information About the PC s Setup Program Setup is an integrated ROM based program that displays the PC s configuration and allows you to change the configuration parameters Setup changes system behavior by modifying the power on initialization parameters Setting incorrect values may cause the PC to fail at start up If this occurs...

Страница 12: ...ing problems PC does not boot start from the diskette This happens when the PC ignores the diskette and starts from the hard disk drive as normal running your operating system The problem could be The BIOS Setup program of your PC may not be correctly configured Ensure that the option to start from the flexible disk is enabled and that it is the first boot device Refer to More Information About th...

Страница 13: ...ws 98 click the Start button then select Shut Down Restart PC 2 When the PC starts after the HP logo appears you are prompted to press F10 to run the DiagTools This message appears quickly so pay attention Press F10 DiagTools will start automatically displaying the Welcome screen refer to page 1 8 You may experience the following problem F10 prompt does not appear after the HP logo appears This ha...

Страница 14: ...ll see the following screen Press F2 to continue and follow the instructions on the screen to run the diagnostic tests You can quit the diagnostic utility at any time except during the execution of the basic system test which takes several minutes In general the progression of each test is displayed on the screen ...

Страница 15: ...2 Hardware Detection ...

Страница 16: ...your PC For example if your PC has an IDE or SCSI hard disk drive the boot sector of the hard disk drive will be checked as part of the basic system test In the advanced tests some functions will be disabled if they are not appropriate for your PC For example if you do not have a SCSI controller the SCSI menu in the advanced tests will be disabled ...

Страница 17: ...ing screen appears during hardware detection Note Hardware detection may be so fast that this screen simply flickers on and off without giving you time to read it This is normal The time required for hardware detection varies greatly between the different systems and different configurations ...

Страница 18: ... Hardware Detection 2 4 Hardware Detection Results The following is an example of a screen that will appear after the hardware detection phase You can use the mouse or the arrow keys to scroll through the list of detected components ...

Страница 19: ... Cache memory type and size Total main memory Graphics adapter Flexible disk drive and capacity IDE devices with device type and capacity SCSI devices with device type and capacity Audio board Serial ports Parallel port USB port If your PC has one or more of the above components and it is not detected by OmniBook DiagTools then refer to If a PC Component is Not Detected on page 2 6 ...

Страница 20: ...ut the PC s Setup program 3 Refer to the User s Guide that came with the PC for information about troubleshooting the PC 4 Run DiagTools and proceed to the basic system test Note OmniBook DiagTools does not test components that have not been detected However we recommend that you continue with the basic system test to verify that the underlying components are functioning correctly For example a PC...

Страница 21: ...3 Basic System Test ...

Страница 22: ...se is suitable for all types of users including novice and non technical users Most of the PC s components are tested during the basic system test To test all of the PC s components use the advanced systems tests How to Run the Basic System Test The basic system test is performed after the hardware detection phase To do the basic system test follow these steps 1 Start OmniBook DiagTools To learn h...

Страница 23: ...a potential hardware problem press F4 to create a support ticket Although no failure was detected the support ticket will be effective for communicating the test results and PC configuration to your local or HP dedicated support agent To learn more about the support ticket refer to chapter 5 Also for a potential hardware problem you can proceed to the advanced system tests since no error was trace...

Страница 24: ...r example it may simply mean that there is a configuration error or that there is a loose connection What to do if the Basic System Test Fails The following actions are recommended Create a support ticket now The support ticket is a complete record of the test results It is the most effective way to communicate the problem to your local or HP dedicated support agent To learn more about the support...

Страница 25: ...ocal or HP dedicated support agent If you contact a support agent you can e mail or fax the support ticket You can also add extra information and your own comments to the support ticket to learn how to do this refer to page 5 4 At this point you may have sufficient information to resolve the problem If so you can exit OmniBook DiagTools after creating the support ticket You can repeat the basic sy...

Страница 26: ...OS o PCI system o USB Memory Tests to check the correct functioning of main and cache memory o BIOS ROM o Pattern Test o Address o Refresh o Cache memory IDE hard disk drive to check the basic functioning of any IDE hard disk drives o Quick random read verify seek o Boot sector SCSI hard disk drive to check the basic functioning of any SCSI hard disk drives o Quick random read verify seek o Boot s...

Страница 27: ...ectly detected in the hardware detection phase For example if you have recently installed an IDE hard disk drive and it was not detected during the hardware detection phase the hard disk drive will not be tested For more information about hardware detection refer to chapter 2 Note OmniBook DiagTools does not test components that have not been detected However we recommend that you continue with th...

Страница 28: ......

Страница 29: ...4 Advanced System Tests ...

Страница 30: ...s are configurable and all can be repeated any number of times This advanced test phase is suitable for intermediate and advanced users How to Enter the Advanced System Tests The advanced system tests can only be entered after the basic system tests have been completed To enter the advanced system tests do these steps 1 Start OmniBook DiagTools To learn how to do this refer to chapter 1 Starting O...

Страница 31: ... screen there is a one line explanation of the test currently selected in the menu To get help for any test simply move the selection bar onto the corresponding menu item Press F1 for more in depth help on the test currently selected in the menu To come back from the Help screen to the advanced test screen press the ESC key To move the selection bar between menus and menu items use the arrow keys ...

Страница 32: ...d cache memory tests IDE IDE device such as an IDE hard disk drive tests FDD flexible disk drive tests SCSI SCSI device such as an SCSI hard disk drive tests KBD keyboard tests Video graphics system tests USB USB tests Misc other tests such as mouse and serial port tests User special tests for unique OmniBook devices Note Some menus will be disabled if they are not appropriate for your PC or if de...

Страница 33: ...ou abort the test the message Test Aborted is displayed Once the test has completed a window appears indicating the result Test Passed or Test Failed The window also has several command options so that you can select your next action Return to Main Menu to return to the main screen allowing you to run another test Browse Current Test Errors to browse the errors produced in the test you have just d...

Страница 34: ...lection for help on how to select the tests for the batch Test Parameters to configure the test parameters Repeat Count to set the number of times each test is run from 0 do not run test to 1 run test once or more Hint To select or deselect any test from the current batch test use the spacebar or F5 to check or uncheck it To run the batch test you have configured press F10 or select the Run Batch ...

Страница 35: ...al or HP dedicated support agent To learn more about the support ticket refer to chapter 5 3 If you need assistance contact your local or HP dedicated support agent for assistance You can e mail or fax them the support ticket You can also add extra information and your own comments to the support ticket to learn how to do this refer to page 5 4 At this point you may have sufficient information to ...

Страница 36: ......

Страница 37: ...5 The Support Ticket ...

Страница 38: ...apter 4 DiagTools will ask if you want to create a support ticket If you choose to create a support ticket it will take several minutes to complete C A U T I O N Whenever you create a support ticket the previous one will be overwritten If you want to keep a support ticket ensure that you copy it to a safe place before creating the new one You can do this by copying the support ticket file to anoth...

Страница 39: ...ethod If you ran the diagnostics from the hard drive by pressing F10 the support ticket is stored in an inaccessible area of the hard drive To view and modify the support ticket you will need a special utility HPSUPPT EXE If this utility is not on your hard disk drive in the C DMI HPDIAGS directory you can download it from the OmniBook web site http www hp com omnibook In Windows Explorer double c...

Страница 40: ...e before you can add comments see the previous topic Since the support ticket uses Notepad format follow these steps to add your comments 1 Start up a text editor We recommend you use text editor such as Microsoft Windows Notepad to preserve the support ticket s layout 2 Open the support ticket file HPSUPPT TXT The file is saved on the DiagTools diskette or retrieved to the C DMI HPDIAGS directory...

Страница 41: ...6 Hewlett Packard Support and Information Services ...

Страница 42: ...nt Authorized Resellers can also answer questions regarding non HP hardware software and systems as well as answer queries about usage not intended for or not commonly used with the HP OmniBook Authorized HP Resellers can also offer consulting services tailored to your specific needs regarding product development or custom installations as will third party support services or the HP Customer Suppo...

Страница 43: ...p www hp com omnibook HP PC Peripheral Self Help and Direct Help Tools Visit the web at http www hp com cpso support guide home html Choose Self Help Tools to use a number of services that offer information and software that will help you make the most of your HP products The HP FIRST Fax Retrieval System Bulletin Boards Commercial Online Services CD ROM Subscriptions Service Parts Information Cho...

Страница 44: ...Edition 1 April 1999 ...

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