HP KAYAK XM600 User's Manual
Contents
1. Windows 95 Windows 98 and Windows NT 4 0 select Control Panel from the Start menu then click on Multimedia gt Advanced Click on the Audio Device icon then select the Do not use audio features on this device radio button 27 Configuration Problems If Your PC Workstation Has a Software Problem If Your PC Workstation Has a Software Problem Symptom Solution Green power indicator light Refer to the application software documentation and or the operating system documentation for guidance is illuminated but some f the software is running but not functioning properly try to save any unsaved data then close down the software won t run pplication and relaunch it If it still does not work restart the PC Workstation and then try launching the oftware again Reinstall the software f the problem continues contact the software manufacturer s support services Date and time are wrong The date and time can be incorrect for the following reason e time has changed to or from Summer Time To change the date and time use your operating system utilities or the Setup program If necessary install a new battery refer to Chapter 2 of your User s Guide If there still is a software problem Run HP DiagTools to check the hardware configuration Refer to page 39 28 WARNING Configuration Problems If the PC Workstation Clock Is Not Keeping Time Correctly2. 0 The keyboard and mouse cables are rrectly connected Plug the cables into the correct connectors on the back of the PC Workstation These connectors are easily identified by their color coded icon Th Th keyboard is clean and no keys are stuck down mouse is clean e Check all keys are at the same height and none are stuck keyboard e Clean the mouse ball and sensors Th keyboard mouse are working Replace the keyboard mouse by known working units If the PC Workstation boots but you still have a problem You may need to update the Basic Input Output System BIOS Create a bootable floppy to update the BIOS Refer to page 31 If the keyboard mouse still does not work Check that If not The system board is working There is a possible problem with the system board Contact HP Support or your authorized dealer If the problem persists contact HP Support or your authorized dealer 22 Configuration Problems If There Is a Floppy Disk Drive Test Error If There Is a Floppy Disk Drive Test Error NOTE Before removing the cover always switch off the display and PC Workstation Disconnect the power cord and any accessory cables When checks have been completed close the PC Workstation and reconnect the power cord and accessory cables Verify that the PC Workstation boots correctly Symptom Check that How Power
3. the CD ROM into the CD ROM drive Automatically an HTML file is displayed Using your web browser navigate through the CD ROM to find the appropriate driver s Then install them by executing the corresponding installation program directly from the CD ROM Reinstalling Windows NT Service Pack If you use either the Full Recovery or Minimal Recovery options the Service Pack delivered with the PC Workstation is automatically reinstalled Changing the Hard Disk If the hard disk is corrupted and you can no longer use it you should replace it with a new hard disk drive Refer to Chapter 2 of your PC Workstation User s Guide for information about installing hard disk drives If the replacement hard disk drive is brand new you will need to partition and format the drive This can be done using the Image Creation and Recovery CD ROM 44 Other Sources of Information Getting Online Support for Troubleshooting HP s support web site provides extensive support material that can help you troubleshoot problems on your PC Workstation Documentation for your PC Workstation described below BIOS updates including the upgrade utility and instructions e The latest drivers and software utilities For HP s support web site connect to www hp com go kayaksupport Documentation Set Overview HP s web site allows you to download documentation for your PC Workstation free of charge The documents provided are in Adobe Ac
4. If the PC Workstation Clock Is Not Keeping Time Correctly There is a danger of explosion if the battery is incorrectly installed For your safety never attempt to recharge disassemble or burn the old battery Replace the battery only with the same or equivalent type recommended by the manufacturer The battery is a lithium battery which does not contain heavy metals Nevertheless in order to protect the environment do not dispose of batteries in household waste Please return used batteries to the shop from which you bought them to the dealer from whom you purchased your PC Workstation or to HP so that they can be either recycled or disposed of in an environmentally sound way Returned batteries will be accepted free of charge If your PC Workstation repeatedly loses its configuration settings you should consider changing the battery Replace it with a CR2032 coin type manganese lithium battery available from most PC Workstation stores To change the battery 1 Disconnect the PC Workstation s power supply cord and any connection to a telecommunications network Remove the PC Workstation s cover Remove the old battery by sliding it from under the retaining clip Place the new battery in the battery holder and ensure that it is properly seated Ensure that the clip holds the battery firmly in place Replace the cover Reconnect all cables and power cords Run the Setup program accessed by pressing F2 at startup to reco
5. On Self Test displays The drive is correctly configured in the 1 When the message Press F2 to Enter Setup appears floppy disk drive test error Setup program press the 2 key 2 Check the Floppy Disk Controller option in the Setup Advanced menu is enabled The drive cables are correctly connected Floppy disk drive power and data cables are correctly connected refer to chapter 2 of the PC Workstation s User s Guide The drive cable is working Replace the floppy disk drive cable by a known working cable from the same model of PC Workstation The floppy disk is working 1 Ensure you are using a formatted diskette and it is inserted correctly 2 the floppy disk drive using diskette cleaning kit 3 Insert a known working floppy disk and see if it works If the drive still does not work Check that If not The system board is working There is a possible problem with the system board Contact HP Support or your authorized dealer If the problem persists contact HP Support or your authorized dealer 23 Configuration Problems lf There Is a Hard Disk DVD CD RW or CD ROM Test Error If There Is a Hard Disk DVD CD RW or CD ROM Test Error NOTE Before removing the cover always switch off the display and PC Workstation Disconnect the power cord and any accessory cables When checks have been completed close the PC Workstation and reconnect the power cord and accessory
6. PC Workstation does not start correctly or does not start at all Refer to page 7 For example the monitor is blank error messages during boot beep codes emitted Your PC Workstation starts normally but you are having problems configuring Refer to page 19 For example hardware not detected mouse doesn t work properly no sound from speakers Troubleshooting your PC Workstation using HP DiagTools Refer to page 39 You can diagnose hardware related problems test individual hardware components and check hardware configuration Recovering hard disk drive contents with the HP Recovery CD ROM Refer to page 43 You can restore the preloaded operating system drivers utilities and software Other useful sources of information Refer to page 45 How to obtain the latest drivers software utilities and BIOS updates Also details on how to download documentation corresponding to your PC Workstation Contacting HP Support Services Refer to page 46 Details the type of information you should prepare before contacting HP Support for assistance WARNING Introduction Introduction This manual is for anyone who wants to e Troubleshoot problems on the PC Workstation e Find out where to get more information and support For information about setting up and using your PC Workstation refer to the User s Guide that came with your PC Workstation It is also available on
7. RAM from another manufacturer RAM may be some compatibility problems with non HP RAM The amount of RAM is displayed in the Setup program main menu accessed by pressing 2 during start up There may be some compatibility problems with non HP RAM HP supports and recommends only HP memory modules Question or Problem Write down a brief description of the problem Frequency 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 in the Setup program main menu accessed by pressing F2 during start up Any BIOS parameter changes Did the problem occur after changes were made to the BIOS using the Setup program Make a list of slots and interrupts used by additional cards for example LAN sound and SCSI This is to check for interrupt conflicts You can find IRQs by running DiagTools see page 39 Operating System Are you using the original operating system software that came preloaded on your PC If not what is the operating system version Select Settings gt Control Panel from the Start menu then click the System icon The operating system version is displayed under System Any operating system generated error messages Please note down exact
8. The monitor is blank there is no sound from the hard disk drive or fan or the status LED does not light up e Monitor is blank No hard disk drive or fan noise e Status LED does not light up NOTE Before removing the cover always switch off the display and PC Workstation Disconnect the power cord and any accessory cables When checks have been completed close the PC Workstation and reconnect the power cord and accessory cables Verify that the PC Workstation boots correctly Symptom Check that How PC Workstation does not start the status LED indicator is not illuminated The power cord is correctly connected Connect the power cord to a grounded power outlet and the PC Workstation The power outlet is working Plug a light into the grounded power outlet and check it comes on The voltage switch is correctly set located on the rear of the PC Workstation 1 Disconnect the power cord 2 Select the correct setting 3 Reconnect the power cord 4 Start the PC Workstation If the PC Workstation still does not start Check that How None of the internal devices are causing the problem 1 Remove internal power connectors from all internal devices except for the system board 2 Reconnect the power cord 3 Reconnect the power connectors one by one to the internal devices to see if a device is defective 4 lf a device is found to be defective contact HP Support or your
9. authorized dealer If the PC Workstation still does not start Check that How There is not a problem with the power supply unit 1 Replace the power supply unit by a known working power supply from the same model of PC 2 Ifthe PC Workstation starts contact HP Support or your authorized dealer The power supply unit might need replacing If the problem persists contact HP Support or your authorized dealer Case 2 Monitor Is Blank Case 2 Monitor Is Blank When the power button is pressed the PC Workstation appears to boot sound from the hard disk drive and fan and status LED is green but the monitor is blank e Hard disk drive and fan can be heard e Status LED is GREEN Press the power button and keep it pressed for about 5 seconds The PC Workstation will turn off NOTE Before removing the cover always switch off the display and PC Workstation Disconnect the power cord and any accessory cables When checks have been completed close the PC Workstation and reconnect the power cord and accessory cables Verify that the PC Workstation boots correctly Symptom Check that How Power indicator light and hard The display is switched ON LED is on Refer to the monitor manual for an explanation of the LEDs disk activity light work but the The monitor s power cord is correctly Ensure the power cord is plugged into a grounded power outlet
10. cables Verify that the PC Workstation boots correctly Symptom Check that How Power On Self Test displays hard The drive is correctly configured in the 1 Switch the PC OFF then ON disk DVD or Setup program Refer to page 36 or page 2 When the message Press F2 to Enter Setup appears CD ROM drive test error 37 ress the F2 key Check the drive is enabled and the correct type is selected The drive cables are correctly connected 1 Check the drive cables are correctly connected refer to chapter 2 of the PC Workstation s User s Guide 2 Close the PC Workstation switch it on check if it works The drive cable is working 1 Replace the drive cable by a known working cable from the same model of PC Workstation 2 Close the PC Workstation switch it on check if it works If the drive still does not work Run DiagTools to perform one of the hardware diagnostics tests Refer to page 40 Check that How The drive is working with HP DiagTools 1 Replace the drive by a known working drive from the same model of PC Workstation 2 Close the PC Workstation switch it on check if it works If the drive still does not work You may need to update the Basic Input Output System BIOS Create a bootable floppy to update the BIOS Refer to page 31 Check that How The system board is working 1 Replace the system board by a known working board from t
11. drive is correctly configured and cables are connected Refer to page 24 for further help if required Hard disk drive is accessible Refer to page 39 for instructions about troubleshooting using HP DiagTools If the screen is still blank or corrupt Check that How The video driver is not corrupted or incorrectly installed Install the latest driver for the video card This can be downloaded from the Kayak Support website www hp com go kayaksupport then HP Kayak XM600 PC Workstation Case 5 Screen Goes Blank or Corrupt Image Configuration Problems ees your PC Workstation boots normally but you are having problems configuring different parts of your PC Workstation Symptom Type of Problem PC Workstation starts to boot but a POST Power CMOS test error Refer to page 21 error message is displayed on the Keyboard or mouse are not working correctly Refer to page 22 e Floppy disk drive LED does not appear Refer to page 23 e Hard disk drive DVD CD RW or CD ROM Refer to page 24 not accessible e Serial or Parallel ports are incorrectly configured Refer to page 25 Devices are not cabled correctly Device drivers missing or incorrectly installed You cannot turn off the PC Workstation Refer to page 26 Your PC Workstation has an audio problem No sound when running any application Refe
12. must each contain a continuity module NOTE An RDRAM Terminator module can be distinguished from an RDRAM Continuity Module by the components loaded on it An RDRAM Continuity Module does not have any components on it NOTE Case 4 Boot Process Fails Case 4 Boot Process Fails When the power button is pressed the PC Workstation starts to boot and there is activity on the monitor but the boot process then fails with an error message Status LED flashes red A beep code may be emitted A configuration error has been detected Boot process fails with an error message e Status LED flashes RED Beep code emitted Before removing the cover switch off the display and PC Workstation by pressing the power off button for five or six seconds Disconnect the power cord and any accessory cables When checks have been completed close the PC Workstation and reconnect the power cord and accessory cables Verify that the PC Workstation boots correctly Error Message Utility EMU In the event of an error generated in POST Power On Self Test during the boot process there are two beeps then the Error Setup Manager gives access to one or more detected errors Each EMU error is displayed as a 4 digit code with an associated text message on the monitor screen Further details can be accessed by pressing ENTER A detailed description of the reason for the failure and how to solve the problem is displayed The following exam
13. positions of the manual eject button 2 The CD ROM drive door will be released opening slightly Carefully pull it open fully and retrieve the CD close the CD ROM drive door push it gently closed without forcing it The CD ROM drive door may not close completely until it is fully functional for example when the power comes back on 38 Troubleshooting with HP DiagTools HP DiagTools is an accurate and reliable utility that helps you diagnose any potential hardware related problems With this utility you can e Check the hardware configuration and verify that it is functioning correctly e Test individual hardware components e Diagnose hardware related problems e Obtain a complete hardware configuration e Provide precise information for an HP support agent so they can solve any problems quickly and effectively For more information about this utility refer to the Hardware Diagnostics User s Guide available on the HP web site in PDF Adobe Acrobat format Where Can I Get HP DiagTools HP DiagTools is available from the following sources e HP Utility Partition on the hard disk drive e Image Creation and Recovery CD ROM delivered with your computer HP DiagTools CD ROM obtained from the HP web site at http www hp com desktops diagtools Before Using HP DiagTools Decide how you are going to run the diagnostics utility using either the HP Utility Partition on the hard disk drive or one of
14. the CD ROM options It is recommended that you check the following settings in the Setup program O Inthe Main setup menu the item to select the operating system PnP O S is set to No This should be set whether you have a plug and play for example Windows 95 and Windows 98 operating system or not Windows NT 4 0 is a non plug and play system Troubleshooting with HP DiagTools If you are running the diagnostics from a CD ROM then the following settings must also be checked O Inthe Security menu set all Hardware Protection items to Enabled or Unlocked Gf applicable Ensure also that Booting from the CD ROM is enabled O Inthe Boot menu the CD ROM drive is configured to boot before the hard disk drive in the Boot Device Priority List You will need the Administrator password to make any changes to the above settings It is also recommended that you make a note of any changes to the Setup program Starting HP DiagTools From the hard disk drive HP Utility Partition 1 Close all applications if you have not already done so 2 Shut down the PC Workstation with the Restart option 3 When the Kayak start up logo appears the following message will be displayed fora few seconds Press lt F10 gt to start hardware diagnostics or any other key to proceed Press the key to start HP DiagTools 4 When DiagTools starts it will display a welcome screen Follow the on screen instructions to carry out the d
15. HEWLETT PACKARD EAr A m mmm q i NS 3 T HP Kayak XM600 Desktop Troubleshooting Guide Notice The information contained in this document is subject to change without notice Hewlett Packard makes no warranty of any kind with regard to this material including but not limited to the implied warranties of merchantability and fitness for a particular purpose Hewlett Packard shall not be liable for errors contained herein or for incidental or consequential damages in connection with the furnishing performance or use of this material This document contains proprietary information that is protected by copyright All rights are reserved No part of this document may be photocopied reproduced or translated to another language without the prior written consent of Hewlett Packard Company Adobe and Acrobat are trademarks of Adobe Systems Incorporated McAfee VirusScan is a registered trademark of Network Associates Inc Microsoft MS MS DOS Windows and Windows NT are U S registered trademarks of Microsoft Corporation Pentium is a registered trademark of Intel Corporation Hewlett Packard France Business Desktop Division BDD Outbound Marketing Communications 38053 Grenoble Cedex 9 France 1999 Hewlett Packard Company Contents Your
16. HP s web site at www hp com go kayaksupport Which Kayak Do You Have Before connecting to HP s web site or phoning your support organization look at the identification label on the side of your PC Workstation for the series and model number Important Warnings Removing and Replacing the Cover For your safety never remove the PC Workstation s cover without first removing the power cord from the power outlet and any connection to a telecommunications network Always replace the cover before switching the PC Workstation on again WARNING Introduction Safety Information There is a danger of explosion if the battery is incorrectly installed For your safety never attempt to recharge disassemble or burn an old battery Only replace the battery with the same or equivalent type as recommended by the manufacturer The battery in this PC is a lithium battery which does not contain any heavy metals Nevertheless in order to protect the environment do not dispose of batteries in household waste Please return used batteries either to the shop from which you bought them to the dealer from whom you purchased your PC or to HP so that they can either be recycled or disposed of in the correct way Returned batteries will be accepted free of charge If you have a modem Do not attempt to connect this product to the phone line during a lightning storm Never install telephone jacks in wet locations unless the telephone line ha
17. and boot device order Follow these instructions to check the configuration If your PC Workstation is off turn on the display and then the PC Workstation If the PC Workstation is already turned on save your data exit all programs and restart your PC Workstation For Windows NT 4 0 Windows 95 or Windows 98 use the Shut Down gt Restart your computer command in the Start menu This command will automatically exit the operating system and restart the PC Workstation To go into the Setup program press F2 while the Kayak logo appears on your display 35 WARNING Configuration Problems More Troubleshooting for Drives More Troubleshooting for Drives This section provides more information on how to solve problems with your drives or accessory boards Be sure to disconnect the power cord and any telecommunication cables from your computer before you remove the cover to check the cable connections or jumper settings To avoid electric shock and harm to your eyes by laser light do not open the CD ROM drive enclosure The CD ROM drive should be serviced by service personnel only Refer to the label on the CD ROM for power requirements and wavelength This PC Workstation is a class 1 laser product Do not attempt to make any adjustment to the laser unit If the Hard Disk Has a Problem 1 Ifyou receive aS M A R T alert either from TopTools or during Power On Self Test there could be a potential problem with the hard disk d
18. assword and exit Setup 26 Configuration Problems lf Your PC Workstation Has an Audio Problem If Your PC Workstation Has an Audio Problem Symptom Solution No sound when running any applications If you are using Windows NT 4 0 check the volume mute and balance settings Refer to the operating system documentation for more information Absence of sound can also be 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 another peripheral device might be due to the settings of the 1 0 addresses IRQ channel or DMA channel To resolve the conflict change the settings of either the audio interface or of any other PCI accessory in your system No sound when playing a multimedia audio CD ROM Check that the volume control on the CD ROM drive is correctly set or that the audio cable for the CD ROM drive is correctly connected to the connector on the system board If you are using headphones or speakers ensure they are correctly connected For information on connecting audio accessories refer to your PC s User s Guide No output from the 8 bit or 16 bit digitized sounds This might be due to the DMA channel selected or to an interrupt conflict Use your operating system s audio control software to change the audio interface s DMA channel or IRQ setting Audio input fr
19. ations to the BIOS you take note of the system setup Updating the BIOS The latest system BIOS standard flash operation for your PC Workstation can be downloaded from HP s Support Web site at www hp com go kayaksupport Instructions on updating the BIOS are supplied with the downloaded BIOS files and a BIOS flash utility Restoring BIOS Default Settings Suspected hardware errors may be caused by BIOS and configuration issues If the BIOS settings are suspected to be wrong do the following steps to restore the BIOS to its default setting 1 Press while the initial Kayak logo is displayed immediately after restarting the PC Workstation to access the Setup program 2 Press to load the default settings from the Setup program Set the Reset Configuration Data to Yes in the Main menu It is recommended that before you make any modifications to the BIOS you take note of the system setup 31 Configuration Problems Troubleshooting BIOS Problems Clearing the CMOS 1 2 cv 32 Turn off the PC Workstation disconnect the power cord and data cables then remove the cover Set the system board switch 8 to the ON position to clear the CMOS memory Replace the cover and only reconnect the power cord Reboot the PC Workstation A message similar to the following will be displayed Configuration has been cleared set switch Clear to the ON position before rebooting Turn off the PC Workstation disc
20. cal or HP support agent Resetting Setup Values When you have completed the above procedure and before restarting your computer you must change any settings you have modified in the Setup program back to their original position Setting incorrect values may cause system boot failure Should this occur press the key while you are in the Setup program to load the default values This utility will automatically detect the complete hardware configuration of your system before any tests can be performed 42 Recovering Hard Disk Drive Contents es the unlikely event of a hard disk crash you can recover your PC NOTE Workstation s preloaded operating system and software using the Image Engineer Image Creation and Recovery CD ROM 1 supplied with your PC Workstation Some of the available functions on the Image Creation and Recovery CD ROM are described below e Full Recovery Restores the operating system drivers utilities and Special Disk Partition as supplied by default A full recovery also automatically erases any viruses that might be present on the Master Boot Record It should be noted however that this function reformats your hard disk drive It is highly recommended if possible that you save all data files and software installations e Minimal Recovery Restores only the operating system and SCSI driver for access to a SCSI hard disk drive e Partial Recovery Restores individual drivers which are supp
21. d out about available accessories for your PC Workstation refer to the HP Accessories Web site at http www hp com go pcaccessories RDRAM Modules to be used with the SDRAM Modules to be Used with the Onboard RIMM SDRAM Memory Expansion Card Number of Sockets Two sockets supporting RDRAM modules There may Two DIMM sockets supporting SDRAM modules be a third memory socket on the system board This socket is reserved uniquely for the SDRAM Memory Expansion card Order of Installation e f only RDRAM module is installed it must be 9 If only one SDRAM module is installed it can be installed in the memory socket RIMMO nearest to installed in either slot the processor s If two SDRAM modules of different size are e RDRAM modules are installed they must be installed then the module with the highest capacity installed in the memory sockets nearest to the must be installed in the socket nearest to the processor s system board Unused Sockets RIMM sockets must never be left empty Unused socket should be left empty no continuity f RIMM1 socket is unused it must contain an module or terminator is required RDRAM Continuity Module Third memory socket reserved for Memory Expansion Card must contain an Terminator Module refer to the below note The two memory sockets on the system board and RIMM1 Sockets the System Board RIMMO and RIMM1
22. de the PC Workstation Refer to page 12 Case 4 When the power button is pressed the PC Workstation starts to boot and there is activity on the monitor Boot process fails with an error message e Status LED flashes RED Beep code emitted Contiguration error has been detected Refer to page 14 Case 5 When the power button is pressed the PC Workstation starts to boot and there is initially some activity on the monitor but then e Screen becomes blank or e Image is corrupt Video card may be improperly installed or incorrectly configured Hard disk drive failure or not accessible Refer to page 17 Helpful Information Checking Onboard RIMM and Memory Expansion Card Memory Installation Refer to page 13 EMU Error Message Utility Description Refer to page 14 Beep Code Table Refer to page 16 Troubleshooting BIOS Problems e Updating the BIOS Refer to page 31 e Restoring BIOS Default Settings Refer to page 31 Clearing the CMOS Refer to page 32 e Recovering the BIOS Crisis Mode Refer to page 33 System Board Switches Refer to page 34 Using the HP Setup Program Refer to page 35 Troubleshooting Hardware With HP DiagTools Refer to page 39 Case 1 If There Is No Activity At All Case 1 If There Is No Activity At All When the power button is pressed the PC Workstation shows no sign of activity at all
23. econd video installed but only one monitor check that card the monitor is connected to the correct output One monitor is blank Multi monitor configuration and resolution 1 Access Display Properties through Start Settings have been correctly defined Control Panel 2 Select the multi monitor option and configure for the required number of monitors and resolution NOTE If the monitor goes blank or becomes corrupt during a Windows boot refer to Case 5 Screen Goes Blank or Corrupt Image on page 17 Case 3 Detected Hardware Configuration Error Case 3 Detected Hardware Configuration Error When the power button is pressed the hard disk drive or fan can be heard but the PC Workstation does not boot The monitor remains blank and the status LED is red HP MaxiLife has detected a hardware error e Hard disk drive and or fan can be heard e Monitor remains blank e Status LED is either solid RED or flashing RED NOTE Before removing the cover always switch off the display and PC Workstation Disconnect the power cord and any accessory cables When checks have been completed close the PC Workstation and reconnect the power cord and accessory cables Verify that the PC Workstation boots correctly Symptom Check that Flashing RED Status LED There is an installed processor s Termination card is installed in processor slot 2 in a single processor system Solid RED S
24. he same model of PC Workstation 2 Close the PC Workstation reconnect the power cord and check that the PC Workstation and drive work Ifthe drive works contact HP Support or your authorized dealer for further troubleshooting information You receive a S M A R T alert during the Power On Self Test Recommended action Carry out an immediate data backup then contact HP Support www hp com go kayaksupport for a replacement hard drive Refer to page 36 If there is a hard disk drive crash Refer to Recovering Hard Disk Drive Contents on page 43 If the problem persists contact HP Support or your authorized dealer 24 Configuration Problems lf There Is a Serial or Parallel Port Test Error If There Is a Serial or Parallel Port Test Error NOTE Before removing the cover always switch off the display and PC Workstation Disconnect the power cord and any accessory cables When checks have been completed close the PC Workstation and reconnect the power cord and accessory cables Verify that the PC Workstation boots correctly Symptom POST displays a port test error Check that How The port is correctly configured in the 1 Switch the PC Workstation OFF then ON Setup program 2 When the message Press F2 to Enter Setup appears press the 2 key Check the port is enabled and the correct setting is selected under Integrated 1 0 Ports in the Advanced menu All con
25. iagnostic tests The different available tests are described in HP DiagTools Hardware Tests on page 41 From either the Image Creation and Recovery CD ROM or HP DiagTools CD ROM 1 Insert the CD ROM into the CD ROM drive and restart the computer 2 Press the key to select CD ROM from the boot order list 3 PC Workstation will boot from the CD ROM If you are using the Image Creation and Recovery CD ROM a menu will be displayed Select the option to run DiagTools 40 Troubleshooting with HP DiagTools 4 When DiagTools starts it will display a welcome screen Follow the on screen instructions to carry out the diagnostic tests The different available tests are described below HP DiagTools Hardware Tests The following hardware tests can be performed from HP DiagTools O Hardware Detection Automatically detects the complete hardware configuration of the system including PC Workstation model and version processor type cache memory BIOS version total main memory IDE or SCSI device list video adapter audio card keyboard and USB controller and determines the appropriate tests to be performed Basic System Tests Automatically no user input required verifies the correct operation of different hardware components of the PC Workstation If a warning message is displayed you should use the Advanced System Tests to investigate the error You can also produce a Support Ticket containing a record of the system
26. ially some activity on the monitor but then the screen goes blank or the image is corrupt Screen becomes blank or Image is corrupt NOTE Before removing the cover always switch off the display and PC Workstation Disconnect the power cord and any accessory cables When checks have been completed close the PC Workstation and reconnect the power cord and accessory cables Verify that the PC Workstation boots correctly Symptom Check that How PC Workstation boots correctly but when the operating system starts loading the screen goes blank or image is corrupt The monitor supports the resolution and selected refresh rate This type of problem can occur if the PC Workstation is configured using one monitor then swapped with another one 1 Reboot the PC Workstation in VGA mode Then access Display Properties through Start Settings Control Panel 2 Change the display resolution and refresh values to settings that can be handled by your monitor If the screen is still blank or corrupt Check that How The video card is correctly inserted in the socket on the system board 1 Follow the instructions indicated in the above Vote about removing the cover and switching off the PC Workstation 2 Remove the AGP card then carefully re insert it into the socket Replace the cover and reconnect the power cord and accessory cables Verify that the PC Workstation boots correctly Hard disk
27. lied in a browseable area of the CD ROM e Copy OS Master Files For use when Windows prompts you to insert the operating system media when installing additional drivers HP DiagTools Checks the system configuration and operation Also described on page 39 Any software that has been installed on the PC Workstation after it has been purchased and any personal data that has been generated by applications installed on the PC Workstation are not covered by the recovery process When using the Full Recovery option any hardware that has been installed in the PC Workstation after it has been purchased will require that the necessary drivers be re installed In the case where hardware has been removed you may have to remove the unneccessary drivers Refer to your Kayak User s Guide delivered with the PC Workstation for instructions on how to perform a recovery upgrade or downgrade 1 Some models are not provided with an Image Creation amp Recovery CD ROM If you do not have an Image Creation and Recovery CD ROM reinstall the operating system from the CD ROM provided for this purpose with your PC Workstation Any drivers you need to reinstall can be downloaded from HP s Support Web site at www hp com go kayaksupport Recovering Hard Disk Drive Contents Recovering Preloaded Drivers You can use the Image Creation and Recovery CD ROM to reinstall drivers that were delivered with the PC Workstation To do this insert
28. m board Verify that the drive has been detected the Setup program accessed by pressing F2 at startup You should see a drive declared in the IDE Secondary Master or IDE Secondary Slave field 4 If you intend to boot on CD ROM place CD ROM before HDD in Setup refer to the Boot Device Priority submenu in the Boot menu group of the HP Setup program You can use HP DiagTools to perform accessing and usability tests on the CD ROM drive Refer to page 19 for instructions on how to use HP DiagTools DVD Drive Doesn t Play DVD Video 1 Check that the DVD disk you are trying to play and your DVD drive have the same regional code setting Your DVD drive s regional code setting is set by the first DVD disk you insert in the drive 2 Ensure you have a software MPEG decoder installed on your system CD ROM DVD or CD RW Drive Is Idle If the drive does not appear to be working try accessing the disk by clicking on the drive icon or drive letter assigned to the drive by your operating system 37 Configuration Problems More Troubleshooting for Drives CD ROM DVD or CD RW Door Does Not Open If you have difficulty removing a disk from the drive during a power failure for example you can use the manual eject button For example to eject a CD ROM using the manual eject button 1 With a thin solid rod such as the end of a paper clip push the CD ROM drive s manual eject button The below diagram shows the two possible
29. memory is correctly installed If the error still occurs replace the module 3 1 3 22h 8042 Keyboard controller test failure nform HP support HP reseller that system board is defective 3 3 1 28 nitialization of RDRAM has failed Verify that memory or continuity modules are installed 3 4 1 20 RAM failure on address line Check the memory is correctly installed If the error still occurs replace the module 3 4 3 2E RAM failure on data bits 0f low Check the memory is correctly installed If the error still occurs byte of memory bus replace the module 4 1 1 30 RAM failure on data bits of high Check the memory is correctly installed If the error still occurs byte of memory bus replace the module 2 1 2 3 46 ROM copyright notice check failure nform HP support HP reseller that system board is defective 2 2 3 1 58 Unexpected interrupts test failure nform HP support HP reseller that system board is defective 1 2 98 Video configuration failure or option This can be caused by problems with the ROM on integrated video ROMs check sum failure an add on video board or the ROM ona SCSI card nform reseller for the affected component 1 Non HP memory modules are not supported Only HP memory modules should be used Case 5 Screen Goes Blank or Corrupt Image Case 5 Screen Goes Blank or Corrupt Image When the power button is pressed the PC Workstation starts to boot and there is init
30. nected devices are correctly 1 Plug the cables into the correct connectors on the PC connected and switched on Workstation rear panel 2 Switch on the PC Workstation and the external devices The cor ect device drivers are installed Refer to the device documentation If the PC still has a problem You may need to update the Basic Input Out put System BIOS Create a bootable floppy to update the BIOS Refer to page 31 Check that How The sys em board is working Replace the system board by a known working board from the same model of PC Workstation Close the PC Workstation reconnect the power cord and check that the PC Workstation works If the port works contact HP Support or your authorized dealer for further troubleshooting information If the problem persists contact HP Support or your authorized dealer 25 Configuration Problems lf You Cannot Turn Off Your PC Workstation If You Cannot Turn Off Your PC Workstation Symptom Check that How PC Workstation does nor make a buzzing or beeping sound when you press the power button but you are still unable to turn it off You have saved all data and exited all 1 Save all data and exit all programs if you can programs 2 Press the power button and keep it pressed for 5 seconds The PC Workstation will turn off 3 Remove the power cord If You Have Forgotten You
31. nfigure the PC Workstation 29 Configuration Problems If You Have Problems Using the Euro Symbol If You Have Problems Using the Euro Symbol If your keyboard has a Euro symbol key it can only be used with operating systems and applications that support this feature e Only the latest operating systems such as Windows 98 provide integrated support for the Euro symbol in certain languages only Not all applications support the Euro symbol e Not all fonts contain the Euro character For Windows 95 and Windows NT Users Windows NT 4 0 and Windows 95 do not provide integrated support For more information on how to enable support of the Euro symbol refer to Microsoft s web site at www microsoft com windows euro asp Configuring Your Keyboard To configure your keyboard go to Settings gt Control Panel in the Start menu Double click on Keyboard and select the Language or Input Locales tab in the Keyboard Properties Window Click on Add and select the country that corresponds to your keyboard and click OK Click OK to exit the Control Panel 30 NOTE Configuration Problems Troubleshooting BIOS Problems Troubleshooting BIOS Problems The BIOS is a set of program routines that gives the PC Workstation its fundamental operational characteristics Many problems with your PC Workstation can be solved by updating flashing the BIOS Basic Input Output System It is recommended that before you make any modific
32. om the microphone is too low or no audio at all Check that the microphone specifications meet the requirements of the 16 bit sound components The microphone should be a 600 ohm electret type Occasional crackles when playing back sounds These crackles are usually the result of your PC being unable to transfer audio samples within the required time A solution is to use a lower sampling rate Recording and playing back at 22 kHz is less demanding upon system resources than recording audio at 44 kHz The PC hangs while recording Uncompressed digital audio can eventually fill your hard disk 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 same quantity of data as an 8 bit sample A new add on sound card does not work If you install an add on sound card you will need to disable the integrated sound features on your PC Workstation You can do that in one of the following ways From the Setup program press F2 when the Kayak logo appears on the screen immediately after rebooting then from the Advanced menu select Integrated Audio Interface Set this option to Disable To disable integrated sound
33. onnect the power and remove the cover Set the system board switch 8 to the OFF position to retain the configuration Replace the cover and reconnect the power cord and data cables Switch on the PC Workstation Run the Setup program by pressing 2 Then press 9 the CMOS default values will be automatically downloaded and saved Press to save the configuration and exit from the Setwp program Configuration Problems Troubleshooting BIOS Problems Recovering the BIOS Crisis Mode If for some reason the BIOS is corrupted and the standard flash cannot be used use the BIOS Recovery Mode exceptional BIOS recovery operation to restore the BIOS To do this 1 Obtain a bootable DOS floppy disk 2 Copy the BIOS files on to the floppy disk Create or edit the file AUTOEXEC BAT This should contain a single line of text phlash c mode 3 s IC1105US FUL Rename the BIOS filename with the one on the floppy disk Shut down the PC Workstation Power off the PC Workstation and remove the power cord Remove the cover Set switch 7 to the ON position Insert the floppy disk into the floppy disk drive 10 Reconnect the power cord and switch on the PC Workstation 11 The PC Workstation boots from the floppy disk then flashes the BIOS However it should be noted that during the flash process the screen remains blank 12 The recovery process is finished when there are four beeps 13 Power off the PC Works
34. ples give the different types of error categories Category 1 If an error can be bypassed with lt F1 gt or solved through Setup the POST should prompt ERROR 0070 CPU Terminator Card Error Press lt gt to view more information about error lt F1 gt lt F2 Setup gt Case 4 Boot Process Fails Category 2 If the error is only a warning i e key stuck the POST should prompt WARNING 00100 Keyboard Error 1 After a timeout period of five seconds without any intervention the system resumes to boot Category 3 00xx If the error is serious the POST should prompt The BIOS has detected a serious problem that prevents your PC from booting Press lt Enter gt to view more information about error Case 4 Boot Process Fails If There Is a Beep Code During Boot If an error occurs during the POST which prevents the PC Workstation from starting the system issues a beep code before attempting to display the error in the upper left corner of the screen Beep codes are useful for identifying the error when the system is unable to display the error message Beep Beep Numeric Deseriaton Recommended Pattern Code Code Action 2 2 3 16h BIOS ROM check sum failure nform HP support HP reseller that system board is defective 3 1 1 20h DRAM refresh test failure1 Check the
35. r Password NOTE Use these instructions if the passwords were set with the Setup program Symptom Solution You have forgotten the User password N Switch off the PC Workstation Restart the PC Workstation If you are prompted for a password enter the Supervisor password When Press F2 to Enter Setup appears press the 2 key Enter the Administrator Password to access the Setup program Go to the Security menu Go to the Set User Password field and set a new User Password This will replace the old password which you had forgotten Press Esc or or select Exit Menu to save the new Password and exit Setup password You have forgotten the Administrator or oN 1 Switch off the PC Workstation and remove the power cord Remove the PC Workstation s cover Set switch 9 on the system board switch block to the ON position Replace the power cord and restart the PC Workstation When the message Passwords have been cleared appears on screen switch off the PC Workstation Remove the power cord and reset switch 9 back to the OFF position Replace the PC Workstation s cover Switch on the PC Workstation and allow it to complete its startup routine After the Power On Self Test has completed press F2 when prompted to use the Setup program 10 Set the Administrator and new User Passwords Press Esc or F3 or select Exit Menu to save the new P
36. r to page 27 No sound when playing a CD ROM No output from the digitized sounds Audio input from the microphone too low or none at all PC Workstation hangs while recording Your PC Workstation has a software problem Software application will not run Refer to page 28 Date and time are wrong Your PC Workstation repeatedly loses its configuration settings Refer to page 29 You have problems using the Euro Symbol Refer to page 30 Configuration Problems Helpful Information Troubleshooting BIOS Problems e Updating the BIOS Refer to page 31 e Restoring the BIOS Default Settings Refer to page 31 e Clearing the CMOS Refer to page 32 e Recovering the BIOS Crisis Mode Refer to page 33 System Board Switches Refer to page 34 Using the HP Setup Program Refer to page 35 Troubleshooting Drives With a Problem e Disk Drive Refer to page 36 e CD ROM DVD or CD RW Drives Refer to page 37 Troubleshooting Hardware With HP DiagTools Refer to page 39 Recovering Hard Disk Drive Contents Refer to page 43 20 Configuration Problems If There Is a CMOS Test Error If There Is a CMOS Test Error NOTE Before removing the cover always switch off the display and PC Workstation Disconnect the power cord and any accessory cables When checks have been completed close the PC Workstation and reconnect the power cord and accessory cables Verify tha
37. rive Carry out an immediate data backup then contact HP Support 2 Check that the disk power and data cables are correctly connected refer to Chapter 2 in your User s Guide for information about cables and connectors 3 Check that booting from the hard drive has not been disabled in the Boot menu of the Setup program accessed by pressing F2 at startup 4 Check that the hard disk drive has been detected refer to the Hard Disk Drives submenu in the Boot menu in the Setup program accessed by pressing F2 at startup 5 RunScanDisk and Disk Defragmenter to see if they detect a problem with the hard disk drive To access these utilities select Programs gt Accessories gt System Tools from the Start menu 6 Run or SCSI tests from the Advanced System Test option from HP DiagTools described on page 39 36 Configuration Problems More Troubleshooting for Drives If the Hard Disk Activity If the hard disk activity light does not flicker when the PC Workstation Light Does Not Work NOTE NOTE is accessing the hard disk drive 1 Check that the control panel connector is firmly attached to the system board 2 Check that the disk power and data cables are correctly connected If the CD ROM DVD or CD RW Drive Has a Problem CD ROM DVD or CD RW Drive Does Not Work 1 Check that a media is inserted in the drive 2 Check that all cables data power and audio have been properly connected both to the drive and to the syste
38. robat PDF format and are available from HP s web site at www hp com go kayaksupport The available documents include e User s Guide describes how to set up your PC Workstation for the first time and contains information on how to install and replace hardware components Technical Information provides detailed information about your PC Workstation including IRQs DMAs and I O Addresses Service Handbook Chapters provides information on replacement parts including HP part numbers Technical Reference Manual technical information on system components such as system board chipset and BIOS Troubleshooting Guide this online guide You will also find complete information on available service and support at the HP World Wide Web site To see the full set of services available go to www hp com go kayak Hewlett Packard Support and Information Services ee You learn more about HP service and support from the support Web site www hp com go kayaksupport Collecting Information Before Contacting HP Support It is recommended that before contacting HP Support you note down some of the information mentioned below This will help HP support deal with your problem quickly and efficiently PC Description Model number See label on the right side of your PC Serial number See label on the right side of your PC RAM Number of megabytes installed HP RAM or
39. s been disconnected at the network interface Never touch uninsulated telephone wires or terminals unless the telephone line has been disconnected at the network interface Use caution when installing or modifying telephone lines Avoid using a telephone other than a cordless type during a lightning storm There may be a risk from lightning Do not use the telephone to report a gas leak in the vicinity of the leak Never touch or remove the communications board without first removing the connection to the telephone network Introduction Your PC Workstation Does Not Start Correctly Symptom Type of Problem Case 1 When the power button is pressed the PC Workstation shows no sign of activity at all e Monitor is blank e No hard disk drive or fan noise e Status LED does not light up PC Workstation not be correctly connected to the power supply Refer to page 9 Case 2 When the power button is pressed the PC Workstation appears to boot but monitor remains blank Hard disk drive and fan can be heard e Status LED is GREEN Monitor may be badly connected or not switched on Refer to page 10 Case 3 When the power button is pressed the PC Workstation does not boot e Hard disk drive and or fan can be heard e Monitor remains blank e Status LED is RED solid or flashing HP Maxilife has detected a hardware configuration error A component be badly connected insi
40. s configuration and test results which is described on the next page Advanced System Tests Independently tests a selected hardware component of the PC Workstation Because of this the tests are more thorough than what is performed in the Basic System Tests It should also be noted the Advanced System Tests can only be performed after the Basic System Tests have been completed Each test is selected through the on line screen menu and can be repeated any number of times For example if there is doubt with a hard disk drive select the hard disk drive test then one of the proposed options If a test fails you can produce support ticket which is described next For more detailed information about the above tests and error codes refer to the Hardware Diagnostics User s Guide available on the HP web site in PDF Adobe Acrobat format Troubleshooting with HP DiagTools Producing a Support Ticket To produce a complete record of your system s configuration and test results you will need to create a Support Ticket If you are using HP DiagTools from the hard disk drive a floppy disk drive is required to store the Support Ticket file If you are using HP DiagTools from a CD ROM you can create the Support Ticket file on either the hard disk drive or floppy disk drive You can also view or print the Support Ticket file using the Support Ticket Viewer program The Support Ticket file can be sent via e mail or fax to your lo
41. screen remains blank connected and into the monitor The monitor s power outlet is working Plug a light into the grounded power outlet and check that it comes on If the monitor is still blank Check that How The monitor s brightness and contrast Refer to the monitor manual if necessary settings are correct The monitor itself is not faulty 1 Replace the monitor by a known working monitor from the same model of PC Workstation 2 Ifthe monitor starts contact HP Support or your authorized dealer The monitor may need to be replaced The video cable pins are not damaged 1 Switch off and unplug the monitor 2 Disconnect the video cable and straighten any bent pins Reconnect the video cable 4 Switch on the monitor and see if it works You may need to update the Basic Input Output System BIOS Create a bootable floppy to update the BIOS Refer to page 31 Or if the BIOS is corrupt refer to page 33 for instructions on how to recover the BIOS Case 2 Monitor Is Blank is continued the next page gt Case 2 Monitor Is Blank Symptom Check that How Dual monitor or multi monitor configuration problem If you have a dual monitor video card e The outputs are labelled on the video card installed but only one monitor check that it is connected to Output 7 lf you have two or more video cards Plug the monitor in the video output on the s
42. t the PC Workstation boots correctly Symptom Check that How POST displays CMOS test error The internal battery is working CMOS is a chip that keeps a record of installed components when the PC Workstation is turned off 1 Set the PC Workstation to the correct time refer to the operating system manual 2 Switch off and unplug the PC Workstation for an hour Restart the PC Workstation and check the time 15 correct 4 Ifthe time is incorrect replace the battery by a new one Refer to Chapter 2 of your PC Workstation User s Guide You have the latest BIOS version If you need to update download the latest BIOS version from the Kayak Support website www hp com go kayaksupport then HP Kayak XM600 PC Workstation The system board is working Replace the system board by a known working board from the same model of PC Workstation If the problem persists contact HP Support or your authorized dealer NOTE Configuration Problems If There Is a Keyboard Test Error If There Is a Keyboard Test Error Before removing the cover always switch off the display and PC Workstation Disconnect the power cord and any accessory cables When checks have been completed close the PC Workstation and reconnect the power cord and accessory cables Verify that the PC Workstation boots correctly Symptom Check that How POST displays a keyboard test error
43. tation Remove the floppy disk from the drive Remove the power cord 14 Set switch 7 back to the OFF position 15 Replace the cover reconnect the power cord then reboot the PC Workstation 33 Configuration Problems System Board Switches System Board Switches There are ten system board switches used for configuration numbered from 1 to 10 A certain number of these are reserved switches 1 2 3 4 5 and should not be modified otherwise it could lead to a system failure Switch Default Function Position 1 5 OFF Reserved Do Not Change Default Settings 6 ON Enables keyboard power on using the space bar OFF disables this option 1 OFF Enables normal modes ON enables the BIOS recovery mode at next boot 8 OFF Retains CMOS memory ON clears CMOS memory at next boot 9 OFF Enables User and System Administrator passwords ON clears the passwords at next boot 10 OFF Selects the chassis type OFF desktop NOTE A limited number of early HP Kayak XM600 system boards have 20 configuration switches Switches 11 20 are reserved and should be set as follows 12 13 15 and 16 to ON others to OFF 34 First Turn On or Restart Your PC Workstation To Go to the Setup Program Configuration Problems Using the HP Setup Program Using the HP Setup Program The Setup program allows you to view and change the configuration of your PC Workstation such as the passwords
44. tatus LED Processor s is correctly installed in the processor slot s Two installed processors have the same cache size Beep code is emitted 1 3 3 1 Memory is installed or correctly seated in the socket module is secured in place with the retaining clips Correct memory module is used SDRAM modules to be used with the SDRAM Memory Expansion Card and RDRAM modules to be used with the onboard DIMM sockets Refer to the memory installation table on the following page 1 2 e No video card installed e Video card not seated correctly in the AGP connector Video card is not cabled correctly Video card is defective Possible Cause Check that Cables are incorrectly fitted to the Cables are correctly connected corresponding system board If required refer to the service label inside the cover for the system board layout connectors System board switches incorrectly Refer to the service label inside the cover for correct settings set Or refer to System Board Switches on page 34 e AGP PRO video card installed in Only standard AGP 25 W video cards can be installed in desktop models If the video card has just been AGP slot replaced check that it is not a high power AGP PRO video card Case 3 Detected Hardware Configuration Error Memory Installation NOTE Use only the HP memory modules provided for your PC Workstation model If you want to fin
45. text of error message Any errors during boot Power On Self Test This test checks all installed components Any POST errors will be displayed on your monitor screen or signalled by beep codes
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