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Compaq D315 Business PC PC Desktop

1. Cables are not properly connected Check that the graphics cable is securely connected to the graphics card and the monitor The RGB switch on the back of the monitor is incorrectly set Set the RGB switch and sync options if this option is available to 75 ohms with the sync set to external See the documentation included with the monitor Troubleshooting Guide 2 15 Troubleshooting Without Diagnostics Solving Display Problems Continued Problem Blurry video or requested resolution cannot be set Cause If the graphics controller was upgraded the correct graphics drivers may not be loaded Solution Install the video drivers on the diskette included in the upgrade kit Monitor is not capable of displaying requested resolution Change requested resolution Screen goes blank You may have a screen blanking utility installed or energy saver features are enabled Press any key or type password The picture is broken up or it rolls jitters or flashes The monitor connections may be incomplete or the monitor may be incorrectly adjusted 1 Be sure the monitor cable is securely connected to the computer 2 In a 2 monitor system or if another monitor is in close proximity be sure the monitors are not interfering with each other s electromagnetic field by moving them apart 3 Fluorescent lights or fans may be too close to the monitor Monito
2. Power switch not connected to the system board supported on select models only Plug the power switch cable into the system board Power line selector switch on rear of computer chassis not switched to correct line voltage 115V or 230V some models Select the proper AC voltage using the slide switch Wall outlet is defective Test the outlet by connecting a different electrical device to the outlet Power LED flashes Red or Yellow every 2 seconds on most models Power supply overloaded or short was detected Unplug computer from AC power Unplug internal power cables from all devices and unplug all PCI cards Reconnect devices one at a time and turn power on to identify the cause Diskette drive power cable not properly connected When installing power cable to diskette drive ensure that all 4 pins on the drive are connected to the power cable connector 2 6 Troubleshooting Guide Troubleshooting Without Diagnostics Solving Power Supply Problems Continued Problem Power LED flashes Red or Yellow every 2 seconds on most models continued Cause Power supply shuts down after system warms up Thermal overload caused by bad fan Solution Replace power supply Power supply will not turn on because of internal power supply fault Replace power supply Power supply shuts down intermittently Power line selector switch on rear of com
3. 3 Locate the header labeled JCMOS1 For assistance locating the password jumper and other system board components see the Illustrated Parts Map IPM for your particular system 4 Move the jumper from pins 1 amp 2 to pins 2 amp 3 5 Replace the access panel 6 Connect the power cord to the power outlet Turn on the system and allow it to start Placing the jumper on pins 2 amp 3 clears the current passwords and disables the password features Troubleshooting Guide Password Security and Resetting CMOS 7 To re enable the password features repeat steps 1 4 then replace the jumper on pins 1 and 2 8 Repeat steps 5 6 then establish new passwords See the Computer Setup F10 Utility Guide for Computer Setup instructions Q All passwords will be cleared Clearing and Resetting the CMOS The computer s configuration memory CMOS stores password information and information about the computer s configuration To reset CMOS to the factory default settings first set time and date you must first access the Computer Setup Utilities menu 1 When the Computer Setup message appears in the lower right corner of the screen press the F10 key Q If you do not press the F10 key while the message is displayed you must reboot the computer to access the utility 2 Press the Enter key to select English A choice of four headings appears in the Computer Setup Utilities menu File S
4. Mode to the desired setting Click OK to close the Properties panel Close the System Properties panel Close the Control Panel Troubleshooting Guide Setting up Analog Digital Audio Output Microsoft Windows XP 1 Click Start gt Control Panel and then double click the Sounds Speech and Audio Devices icon Select the Hardware tab Highlight the appropriate audio device Click Properties to open up the Device Properties panel Click the Properties tab Click the next to Audio Devices to expand it Highlight the appropriate driver by clicking it Click Properties Click Settings Co ON OQ tn A Ut WY e Change the Output Mode to the desired setting Click OK to close the Properties panel N Close the Control Panel D 2 Troubleshooting Guide A audio output D 1 audio problems 2 17 B battery real time clock 2 4 Blank screen 2 14 booting options Full Boot 2 1 Quick Boot 2 1 C cabling checking connections 2 2 CD ROM or DVD problems 2 29 CMOS backing up B 1 clearing and resetting B 3 Compaq Configuratoin Record Utility overview 1 7 Compaq Customer Support 2 32 Compaq Drive Protection System DPS C 1 Compaq Remote Diagnostics Enabling Agent 1 8 computer pauses 2 4 will not power on 2 6 computer cover A 8 customer support 2 32 D date and time display 2 4 Diagnostics for Windows installing 1 3 Menu Bar 1 2
5. Probable Cause Invalid time or date in configuration memory RTC real time clock battery may need to be replaced Battery life is approximately 3 5 years Recommended Action Reset the date and time under Control Panel Computer Setup can also be used to update the RTC date and time If the problem persists replace the RTC battery See the Hardware Reference Guide for instructions on installing a new battery or contact your Compaq authorized dealer or reseller for RTC battery replacement CMOS jumper may not be properly installed Check for proper placement of the CMOS jumper 164 Memory Size 2S Error Memory configuration incorrect 1 Run Computer Setup or Microsoft Windows utilities 2 Make sure your memory module s are installed properly 3 If third party memory has been added test using Compaq only memory 4 Verify proper memory module type 183 Invalid 2S Processor Jumper Setting L Long S Short System board jumper improperly set Reset system board jumpers to match processor and bus speeds select models Troubleshooting Guide Post Error Messages Numeric Codes and Text Messages Continued Code Message Beeps Probable Cause Recommended Action 201 Memory None RAM failure 1 Run Computer Setup or Error Windows utilities 2 Ensure memory and continuity modules are installed correctly 3 Verify proper memory module type 4 Re
6. Quality varies widely between manufacturers 2 30 Troubleshooting Guide Troubleshooting Without Diagnostics Solving Software Problems Most software problems occur as a result of the following B The application was not installed or configured correctly There is insufficient memory available to run the application There is a conflict between applications Be sure that all the needed device drivers have been installed If you have installed an operating system other than the factory installed operating system check to be sure it is supported on your system Where available run the Compaq Configuration Record Utility to determine if any changes have been made to the software which may be causing a problem See the Desktop Management Guide on the Documentation Library CD for more information Solving Software Problems Problem Cause Solution Computer will not start System files may be Observe the beeps and LED lights damaged on the keyboard See Appendix A POST Error Messages to determine possible causes See your Compaq Restore kit or your Worldwide Limited Warranty for details Illegal Operation has Software being used is Verify that the software is certified Occurred error message not Microsoft certified by Microsoft for your version of is displayed for your version of Windows see program packaging Windows for this information Configuration files are corrupt If possible save al
7. Installing Compaq Diagnostics for Windows This operation is required only if the diagnostics program software has been loaded on the hard drive but not installed 1 Close any Windows applications 2 Double click the Compaq Diagnostics for Windows icon located on the Windows Desktop Troubleshooting Guide Computer Diagnostic Features 3 Click Next to install Compaq Diagnostics for Windows 4 After the program has finished installing you may be prompted to restart the computer or it may automatically restart If prompted click Finish to restart the computer or Cancel to exit the program You must restart the computer to complete the installation of Compaq Diagnostics for Windows Q If you want to upgrade an existing version of Compaq Diagnostics for Windows installed on your computer visit www compaq com support files and click on the applicable product In the next window find Option 2 Locate by Category Select Management Applications and Utilities Click Locate Software and download the latest version Execute the downloaded file and select Repair to update the installed version This will cause the new version to overwrite the old version Using Categories in Compaq Diagnostics for Windows To use the categories do the following 1 Click Start gt Compaq Information Center gt Compaq Diagnostics for Windows You can also select the Compaq Diagnostics for Windows icon located in the Control Pane
8. B6 Test Failed Drive Replacement Recommended Completion Code 3 through 14 If the test failed the completion code should be recorded and reported to your service provider for help in diagnosing the computer problem Troubleshooting Guide Drive Protection System DPS C 4 Troubleshooting Guide D Setting up Analog Digital Audio Output Some computers may have an integrated audio solution that supports analog or digital external stereo speakers These systems are capable of auto sensing the speaker type and outputting the correct signal To manually change between analog digital and auto sense complete the following set of procedures based on your operating system If you set digital as your Output Mode the internal speaker and external analog speakers will no longer output audio until you switch back to an auto sense or analog mode If you set analog as your Output Mode external digital speakers will not function until you change the output mode back to an auto sense or digital mode Microsoft Windows 2000 1 Click Start gt Settings gt Control Panel and double click the System icon to open the System Properties panel Select Device Manager from the System Properties panel Click the next to the Sound Video and Game Controllers to expand it Double click the appropriate audio device to open its Properties panel In the Configuration area of the Settings tab change the Output
9. Features Compaq Diagnostics for Windows 0 cece ee 1 1 Installing Compaq Diagnostics for Windows 0 e eee eee ee 1 3 Using Categories in Compaq Diagnostics for Windows 4 1 4 Running Diagnostic Tests in Compaq Diagnostics for Windows 1 5 Compaq Configuration Record Utility 0 0 eee eee 1 7 Compaq Remote Diagnostics Enabling Agent 0 0 00 eee eee eee 1 8 Protecting Your Software 0 0 ee cece een eee 1 10 Restoring Your SoftWare s anosa usted Gated ba dcbct Gotten 1 10 2 Troubleshooting Without Diagnostics Helpful Hints o IAE e REEL Ie eee 2 2 Solving General Problems 0 0 cece eee eee eee 2 3 Solving Power Supply Problems 0 0 0c cece eee eee nee 2 6 Solving Diskette Problems sesioa iaai eia a aA DE a 2 8 Solving Hard Drive Problems 0 0 c cece cette eee ee 2 11 Solving Display Problems 0 0 cece eee eee teens 2 14 Solving Audio Problems 0 0 0 ccc ccc eee eee eee 2 17 Solving Printer Problems 0 0 0 c ccc cece a eens 2 19 Solving Keyboard and Mouse Problems 00 e eee eee ee eee 2 20 Solving Hardware Installation Problems llleleleeeeee 2 22 Solving Network Problems lsseeeeee eae 2 24 Solving Processor Problems 0 cece eee eee e 2 27 Solving Memory Problems 0 0 0 cece eee cee eee eens 2 27 Solving CD ROM and DV
10. Ports in system and information about each Storage Storage drives in system and information about each Graphics Graphics system information Memory System board and Windows memory information Multimedia Optical storage CD DVD and so on and audio information Windows Windows information Architecture PCI Device information Resources IRQ I O and Memory Map information Health Status of system temperature and hard drives Miscellaneous CMOS DMI BIOS System Product Name and Serial Number 1 2 Troubleshooting Guide Computer Diagnostic Features Tabs Overview Test Status Log Error Below the ToolBar are five tabs Overview The Overview window displays general overview information about the computer This is the window that is displayed when you first start the utility The left side of the window shows hardware information and the right side of the window shows software information Test The Test window allows you to choose various parts of the system to test You can also choose the type of test and testing mode Status The Status window displays the status of each test in progress You can cancel testing by clicking the Cancel Testing button Log tThe Log window displays a log of tests for each device Error The Error window displays any errors that occurred during device testing The window lists the device being tested the type and number of errors and the error code
11. additional drives Run the Drive Protection System test if available 7 Replace the hard drive Replace the system board L Long S Short Troubleshooting Guide Post Error Messages Numeric Codes and Text Messages Continued Code Message Beeps Probable Cause Recommended Action 1800 Tempera None Internal temperature 1 Check that computer air ture Alert exceeds specification vents are not blocked and cooling fan is running 2 Verify processor speed selection 3 Replace the processor 4 Replace the system board 1801 None Processor is not Upgrade BIOS to proper supported by version ROM BIOS 1998 Master 1L 2S The previously saved Run Computer Setup and Boot Record has copy of the MBR has save the MBR of the current been lost been corrupted bootable disk 1999 Master 1L The current MBR Use extreme caution The Boot Record has does not match the MBR may have been updated changed previously saved copy due to normal disk maintenance of the MBR activities disk manager fdisk or format Replacing the previously saved MBR in such situations can cause data loss If you are certain the MBR change is unintentional and undesired e g due to a virus then run Computer Setup and restore the previously saved MBR copy Otherwise run Computer Setup and either disabled MBR security or save the MBR of the current bootable disk L Long S Short A 12 Troubleshootin
12. an auto sense or digital mode See Appendix D Setting Up Analog Digital Audio Output for additional information 2 18 Troubleshooting Guide Troubleshooting Without Diagnostics Solving Printer Problems Solving Printer Problems If you encounter printer problems see the documentation that came with your printer and to the common causes and solutions listed in the following table Problem Printer will not print Cause Printer is not turned on and online Solution Turn the printer on and make sure it is online The correct printer drivers for your application are not installed 1 Install the correct printer driver for your application 2 Try printing using the DOS command DIR C printer port where printer port is the address of the printer being used If printer works reload printer driver If you are on a network you may not have made the connection to the printer Make the proper network connections to the printer Printer may have failed Run printer self test Printer will not turn on The cables may not be connected properly Reconnect all cables and check the power cord and electrical outlet Printer prints garbled information The correct printer driver for your application is not installed Install the correct printer driver for your application The cables may not be connected properly Reconnect all cables Print
13. and will erase any customized information including passwords asset numbers and special settings It is important to back up the computer CMOS settings before resetting them in case they are needed later Back up is easily done through Computer Setup See the Computer Setup F10 Utility Guide for information on backing up your CMOS settings Troubleshooting Guide B 1 Password Security and Resetting CMOS Resetting the Password Jumper D To disable the power on or setup password features or to clear the power on or setup passwords complete the following steps 1 Turn off the computer and any external devices then disconnect the power cord from the power outlet WARNING To reduce the risk of personal injury from electrical shock and or hot surfaces be sure to disconnect the power cord from the wall outlet and allow the internal system components to cool before touching CAUTION When the computer is plugged in the power supply always has voltage applied to the system board even when the unit is turned off Failure to disconnect the power cord can result in damage to the system CAUTION Static electricity can damage the electronic components of the computer or optional equipment Before beginning these procedures ensure that you are discharged of static electricity by briefly touching a grounded metal object See the Hardware Reference Guide for more information 2 Remove the access panel
14. connected 2 Reseat or replace hood locking mechanism cable 916 Thermal None Processor heatsink Reseat or replace the Sensor from cable not connected to processor heatsink cable Processor system board going to the system board Heatsink is not Connected 917 Expansion None Riser board not seated Install riser board if missing or Riser not or not installed remove and reseat to ensure Detected good connection 1151 Serial Port 28 Both external and 1 Remove any serial port 1 Address internal serial ports are expansion cards Conflict Detected assigned to COMI 2 Clear CMOS See Appendix B Password Security and Resetting CMOS 3 Reconfigure card resources and or run Computer Setup or Windows utilities 1152 Serial 28 Both external and 1 Remove any serial port Port 2 Address Conflict Detected L Long S Short internal serial ports are assigned to COM2 expansion cards 2 Clear CMOS See Appendix B Password Security and Resetting CMOS 3 Reconfigure card resources and or run Computer Setup or Windows utilities Troubleshooting Guide Post Error Messages Numeric Codes and Text Messages Continued Code Message Beeps Probable Cause Recommended Action 1155 Serial Port 28 Both external and 1 Remove any serial port Address Conflict internal serial ports are expansion cards Detected assigned to same IRQ 2 Clear CMOS See Appendix B Password Security an
15. from remote machines to a service provider Troubleshooting Guide Computer Diagnostic Features The Compaq Remote Diagnostics Enabling Agent captures hardware configuration and provides the ability to perform tests remotely to diagnose computer problems In addition the Compaq Remote Diagnostics Enabling Agent identifies any computer hardware device problems signaled by the Compaq DMI management agents These hardware devices are automatically selected for testing by the Compaq Remote Diagnostics Enabling Agent Use of Compaq Remote Diagnostics Enabling Agent reduces the time and effort needed to perform hardware diagnostic tasks By allowing the service personnel direct access to computer hardware diagnostic tools the Compaq Remote Diagnostics Enabling Agent delivers a view of the computer hardware devices and the tests available to isolate hardware problems with the ease and simplicity of a single tool This approach minimizes problem resolution time and also minimizes administration resources because less time is spent visiting a site or communicating with a user over the phone to resolve computer hardware problems when they do occur zB The Compaq Remote Diagnostics Enabling Agent was designed to work in the Compaq Insight Manager LC environment It is pre loaded on most commercial desktops and is available through a SoftPaq at www compaq com under Management Applications and Utilities For more information about Compaq Insigh
16. streamlines the service process by enabling quick and easy identification of system configurations which is the first step in resolving service cases The Compaq Configuration Record Utility gathers information automatically on the hardware and operating system software to deliver a comprehensive view of the system It gathers information on such items as the ROM asset tag processor physical drives PCI devices memory graphics operating system version number operating system parameters and the operating system startup files and displays it If the original Base log file is present in the cpqdiags directory the Base log file is displayed next to the Now log file in a split window with the differences between the two highlighted in the color red To run this program 1 Click Start Compaq Information Center Compaq Configuration Record You can also select the Compaq Configuration Record icon located in the Control Panel The Compaq Configuration Record Utility has two view options Show Changed Items Only and Show All The default view is Show Changed Items Only therefore all the text is displayed in the color red since it shows only the differences Switching to Show All displays the complete comprehensive view of the system Troubleshooting Guide Computer Diagnostic Features The Compaq Configuration Record Utility is part of Compaq Diagnostics for Windows Whenever you upgrade Compaq Diagnostics fo
17. the completion code should be recorded and reported to your service provider for help in diagnosing the computer problem C 2 Troubleshooting Guide Drive Protection System DPS Accessing DPS Through Computer Setup D D When the computer does not power on properly you should use Computer Setup to access the DPS program To access DPS 1 Turn on or restart the computer 2 When the F10 Setup message appears in the lower right corner of the screen press the F10 key If you do not press the F10 key while the message is displayed you must turn the computer off then on again to access the utility 3 Press the Enter key to select English A choice of four headings appears in the Computer Setup Utilities menu File Storage Security and Advanced 4 Select Storage gt IDE DPS Self Test and press the Enter key The screen will display the list of DPS capable hard drives that are installed on the computer If no DPS capable hard drives are installed the IDE DPS Self Test option will not appear on the screen 5 Select the hard drive to be tested and press the Enter key 6 Press the F10 key to start the test or the Esc key to cancel the test A dialog will appear telling you how long the test will take to complete 7 Repeat step 6 When the test has been completed one of three messages will be displayed B Test Succeeded Completion Code 0 B Test Aborted Completion Code 1 or 2
18. the power button Remove the diskette from the drive Cannot Boot to Diskette Diskette is not bootable Replace with a bootable diskette Diskette boot has been disabled in Computer Setup Run Computer Setup and enable diskette boot in Storage gt Boot Order Removable media boot has been disabled in Computer Setup Run Computer Setup and enable Removable Media Boot in Storage gt Storage Options Diskette MBR validation is enabled Run Computer Setup and disable Diskette MBR Validation in Storage gt Storage Options 2 10 Troubleshooting Guide Troubleshooting Without Diagnostics Solving Hard Drive Problems Solving Hard Drive Problems Problem Hard drive error occurs Cause Hard disk has bad sectors or has failed Solution Use a utility to locate and block usage of bad sectors If necessary reformat the hard disk Disk transaction problem Either the directory structure is bad or there is a problem with a file Right click Start click Explore and select a drive Select File gt Properties gt Tools Under Error checking click Check Now Drive not found identified Cable could be loose Check cable connections The system may not have automatically recognized a newly installed device Drive jumper settings may be incorrect See reconfiguration directions in the Hardware Installation Problems section If system sti
19. COMPAQ Troubleshooting Guide Compaq D315 Document Part Number 292974 002 July 2002 This guide provides helpful hints and solutions for troubleshooting the above product as well as scenarios for possible hardware and software problems gt amp 2002 Compaq Information Technologies Group L P Compaq and the Compaq logo are trademarks of Compaq Information Technologies Group L P in the U S and other countries Microsoft Windows and Windows NT are trademarks of Microsoft Corporation in the U S and other countries All other product names mentioned herein may be trademarks of their respective companies Compaq shall not be liable for technical or editorial errors or omissions contained herein The information in this document is provided as is without warranty of any kind and is subject to change without notice The warranties for Compaq products are set forth in the express limited warranty statements accompanying such products Nothing herein should be construed as constituting an additional warranty WARNING Text set off in this manner indicates that failure to follow 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 Troubleshooting Guide Second Edition July 2002 Document Part Number 292974 002 Contents Contents 1 Computer Diagnostic
20. D Problems seleeee eee 2 29 Solving Software Problems 0 0 cee cece cece eee eens 2 31 Contacting Compaq Customer Support 2 0 0 0 cee eee eee 2 32 Troubleshooting Guide iii Contents A Post Error Messages POST Numeric Codes and Text Messages lees A 1 POST Diagnostic Keyboard LEDs Front Panel LEDs and Audible Codes A 14 B Password Security and Resetting CMOS Resetting the Password Jumper 0 0 0 0 eee cece eh B 2 Clearing and Resetting the CMOS 0 0 0 cece eee eee B 3 C Drive Protection System DPS Accessing DPS Through Compaq Diagnostics for Windows 4 5 C2 Accessing DPS Through Computer Setup 0 0 0 0 eee eee eee C 3 D Setting up Analog Digital Audio Output Microsoft Windows 2000 lssseseeeeeee e teen ene D 1 Microsoft Windows XP cee cence eee ene nes D 2 Index iv Troubleshooting Guide 1 Computer Diagnostic Features Compaq Diagnostics for Windows The Compaq Diagnostics for Windows DFW utility is a component of Intelligent Manageability that allows you to view information about the hardware and software configuration of your computer while running Microsoft Windows 2000 and Microsoft Windows XP It also allows you to perform hardware and software tests on the subsystems of your computer When you invoke Diagnostics for Windows the Overview screen is displayed which shows the current configuration of the co
21. Index overview 1 1 running tests 1 5 ToolBar 1 2 disk controller failure A 11 DPS accessing C 2 DPS Drive Protection System C 1 E error codes A 1 F floppy port A 8 Full Boot 2 1 G game port A 10 general problems 2 3 J jumper settings 2 11 K keyboard 2 2 keyboard error A 5 keyboard problems 2 20 L LEDs 2 4 2 6 2 7 2 28 blinking power A 15 A 16 flashing caps lock A 14 flashing Num lock A 14 flashing power and hard drive A 16 flashing Scroll lock A 15 memory error A 3 A 4 memory problems 2 27 Troubleshooting Guide 1 Troubleshooting Guide 2 MIDI port A 10 minor problems 2 2 monitor blurry video 2 16 dim characters 2 15 overheats 2 16 mouse problems 2 20 N network problems 2 24 P parallel port A 6 password features B 1 password jumper resetting B 2 passwords power on B 1 setup B 1 POST 2 1 Post Error Messages A 1 power supply 2 7 power on password B 1 Power On Self Test POST 2 1 A 1 error messages A 1 printer problems 2 19 problems audio 2 17 CD ROM and DVD 2 29 diskette 2 8 display 2 14 general 2 3 hard drive 2 11 installing hardware 2 22 keyboard 2 20 memory 2 28 minor 2 2 mouse 2 21 network 2 24 power supply 2 6 printer 2 19 software 2 31 processor failed A 4 processor heatsink A 9 Q Quick Boot 2 1 R Remote Wakeup feature 2 24 resetting CMOS B 1 password jumper B 1 RTC battery A 3 S security password B 1
22. POST such as memory count and non error text messages In this mode the Compaq logo and Web address appear on the computer monitor If a POST error occurs the screen will display the error message To manually switch to the POST Messages Enabled mode during POST press any key except F10 or F12 The default mode is POST Message Disabled The speed at which the computer loads the operating system and the extent to which it is tested are determined by the POST mode selection Quick Boot is a fast startup process that does not run all of the system level tests such as the memory test Full Boot runs all of the ROM based system tests and takes longer to complete Full Boot may also be enabled to run every 1 to 30 days on a regularly scheduled basis To establish the schedule reconfigure your computer to the Full Boot Every x Days mode using Computer Setup Q For more information on Computer Setup see the Computer Setup F10 Utility Guide Troubleshooting Guide 2 1 Troubleshooting Without Diagnostics Helpful Hints If you encounter some minor problems with your 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 to see that the computer is turned on and the green power light is on Check to see that the monitor is turned on and the green monitor light is on Turn
23. a drive Select File gt Properties Tools Under Error checking click Check Now Diskette is incorrectly inserted Remove diskette and reinsert Drive button is not pushed in Push in drive button Files on diskette are damaged Check the program diskettes Drive cable is not properly connected Reconnect drive cable Drive not found Cable is loose Reseat diskette drive data and power cable Removable drive is not seated properly Reseat the drive Diskette drive cannot write to a diskette Diskette is not formatted Format the diskette Diskette is write protected Use another diskette or remove the write protection Writing to the wrong drive Check the drive letter in your path statement Not enough space is left on the diskette Use another diskette 2 8 Troubleshooting Guide Troubleshooting Without Diagnostics Solving Diskette Problems Continued Problem Cause Solution Diskette drive cannot write to a diskette continued Diskette write control is enabled Use Computer Setup to check your storage security feature disabled settings Diskette is damaged Replace the damaged disk Cannot format diskette Invalid media reported When formatting a disk in DOS you may need to specify diskette capacity For example to format a 1 44 MB diskette type the following command at the DOS pro
24. ard Red or Yellow None Computer overheated 1 Install computer cover Power LED is or access panel if 1 Flashing four necessary times per 2 Ensure that computer air second Or vents are not blocked and 2 Flashing two internal fan is running times one second apart followed by a two second pause Or 3 Not flashing A 16 Troubleshooting Guide Password Security and Resetting CMOS This computer supports security password features which can be established through the Computer Setup Utilities menu This computer supports two security password features that are established through the Computer Setup Utilities menu setup password and power on password When you establish only a setup password any user can access all the information on the computer except Computer Setup When you establish only a power on password the power on password is required to access Computer Setup and any other information on the computer When you establish both passwords only the setup password will give you access to Computer Setup When both passwords are set the setup password can also be used in place of the power on password as an override to log into the computer This is a useful feature for a network administrator If you forget the password for your computer you can gain access to the information on the computer by resetting the password jumper E CAUTION Resetting the password jumper will reset CMOS values to factory defaults
25. ard resources and or run Computer Setup 410 Audio 28 IRQ address conflicts Reset the IRQ Interrupt Conflict with another device 411 Network 28 IRQ address conflicts Reset the IRQ Interface Card Interrupt Conflict L Long S Short with another device Troubleshooting Guide Post Error Messages Numeric Codes and Text Messages Continued Code Message Beeps 501 Display 1L 2S Adapter Failure Probable Cause Graphics display controller Recommended Action 1 Reseat the graphics card if applicable Clear CMOS See Appendix B Password Security and Resetting CMOS Verify monitor is attached and turned on Replace the graphics controller 510 Splash None Screen image corrupted Splash Screen image has errors Install latest version of ROMPaq to restore image 511 CPU Rear None Fan is not connected or Reseat fan cable or Front Fan not may have 2 Replace the fan detected malfunctioned 601 Diskette None Diskette controller 1 Run Computer Setup Controller Error circuitry or floppy drive circuitry incorrect Check and or replace cables Clear CMOS See Appendix B Password Security and Resetting CMOS Replace diskette drive Replace the system board 602 Diskette None Boot Record Error Diskette in Drive A not bootable Replace the diskette L Long S Short Troubleshooting G
26. ata Mouse will only move vertically horizontally or movement is jerky Mouse roller ball is dirty Remove roller ball cover from the bottom of the mouse and clean it with a mouse cleaning kit available from most computer stores Troubleshooting Guide 2 21 Troubleshooting Without Diagnostics Solving Hardware Installation Problems You may need to reconfigure the computer when you add or remove hardware such as an additional diskette drive If you install a plug and play device Windows 2000 and Windows XP automatically recognize the device and configure the computer If you install a non plug and play device you must reconfigure the computer after completing installation of the new hardware In Windows 2000 select the Add New Hardware icon in the Control Panel for Windows XP use the Add Hardware Wizard and follow the instructions that appear on the screen Solving Hardware Installation Problems Problem A new device is not recognized as part of Cause Device is not seated or connected properly Solution Ensure that the device is properly and securely connected and that the system pins in the connector are not bent down Cable s of new Ensure that all cables are properly external device are and securely connected and that loose or power cables pins in the cable or connector are are unplugged not bent down Power switch of new Turn off the computer turn on the external device i
27. d Resetting CMOS 3 Reconfigure card resources and or run Computer Setup or Windows utilities 1201 System 28 Device IRQ address Reset the IRQ Audio Address conflicts with another Conflict Detected device 1202 MIDI Port 2S Device IRQ address Reset the IRQ Address Conflict conflicts with another Detected device 1203 Game Port 2S Device IRQ address Reset the IRQ Address Conflict conflicts with another Detected device 1611 Fan failure None Chassis fan not 1 Reconnect the fan detected connected to the system board 2 Replace the fan 3 Replace the system board L Long S Short A 10 Troubleshooting Guide Post Error Messages Numeric Codes and Text Messages Continued Code Message Beeps Probable Cause Recommended Action 1720 SMART None Hard drive is about 1 Determine if hard drive Hard Drive to fail Some hard is giving correct error Detects Imminent drives have a firmware message Run the Drive Failure patch that will fix an Protection System test if erroneous error available message 2 Apply firmware patch if applicable See WWW compaq com support techpubs customer advisories 3 Back up contents and replace hard drive 1782 Disk None Hard drive circuitry 1 Run Computer Setup Controller Failure error 2 Clear CMOS See Appendix B Password Security and Resetting CMOS 3 Check cable seating jumper settings 4 Run hard drive diagnostics Disconnect
28. e installed Delete any TSRs that you do not need You have run out of memory for your application Check the memory requirements for the application or add more memory to the computer Unit is on but there is no video and on most models the Power LED is flashing Red or Yellow Memory is not installed correctly and system is not booting Reinstall memory modules 2 28 Troubleshooting Guide Troubleshooting Without Diagnostics Solving CD ROM and DVD Problems If you encounter CD ROM or DVD problems see the common causes and solutions listed in the following table or to the documentation that came with the optional device Solving CD ROM and DVD Problems Problem Cause Solution System will not boot from The CD ROM or DVD Run the Computer Setup utility and CD ROM or DVD drive boot is not enabled enable booting to removable media through the Computer and verify boot order settings Setup utility Non bootable CD in Try a bootable CD in the drive drive CD ROM or DVD devices Drive is not connected See the documentation that came are not detected or driver properly or not properly with the optional device is not loaded configured Movie will not play in the Movie may be See the documentation that came DVD drive regionalized for a with the DVD drive different country Decoder software is Install decoder software not installed Cannot eject compact disc Disc not properly T
29. e manufacturer and size of the hard drive in most cases the test will take approximately two minutes per gigabyte Use DPS when you suspect a hard drive problem If the computer reports a SMART Hard Drive Detect Imminent Failure message there is no need to run DPS instead back up the information on the hard drive and contact your Compaq service provider for a replacement hard drive Troubleshooting Guide C 1 Drive Protection System DPS Accessing DPS Through Compaq Diagnostics for Windows To access DPS through Compaq Diagnostics for Windows perform the following steps 1 Turn on the computer and select My Computer gt Control Panel gt Compaq Diagnostics A choice of five possible headings appears in the Diagnostics screen Overview Test Status Log and Error 2 Select Test gt Type of Test A choice of three tests appear Quick Test Complete Test and Custom Test 3 Select Custom Test A choice of two test modes is offered Interactive Mode and Unattended Mode 4 Select Interactive Test gt Storage gt Hard Drives 5 Select the specific drives to be tested gt Drive Protection System Test gt Begin Testing When the test has been completed one of three messages will be displayed for each of the drives tested B Test Succeeded Completion Code 0 m Test Aborted Completion Code 1 or 2 B6 Test Failed Drive Replacement Recommended Completion Code 3 through 14 If the test failed
30. ecurely attached to the network connector and that the other end of the cable is securely attached to the correct device The network controller is defective Contact your Compaq authorized service provider New network card will not boot New network card may not be Compaq compatible Install Compaq compatible NIC or change boot sequence to boot from another device Cannot connect to network server when attempting Remote System Installation The network controller is not configured properly Run Computer Setup and modify the NIC Settings System setup utility reports unprogrammed EEPROM Unprogrammed EEPROM Contact your Compaq authorized service provider 2 26 Troubleshooting Guide Troubleshooting Without Diagnostics Solving Processor Problems If you encounter processor problems a common cause and solution are listed in the following table Solving Processor Problems Problem Cause Solution Poor performance is Processor is hot 1 Make sure the airflow to the experienced computer is not blocked 2 Make sure the fans are connected and working properly Some fans only operate when needed 3 Make sure the processor heatsink is installed properly Solving Memory Problems If you encounter memory problems some common causes and solutions are listed in the following table CAUTION For those systems that support ECC memory Compaq does not support
31. egin Testing button at bottom of window Test Status is displayed showing the progress and result of each test For more details on the tests run click the Log tab or click Tab at the top of the screen and select Log 6 If errors are found click the Error tab to display more detailed information and recommended actions By following the recommended actions you may be able to solve some problems yourself 7 Click Print or save the error information in case you need to contact your Compaq authorized dealer reseller or service provider for assistance 8 To exit Compaq Diagnostics for Windows click File then click Exit 1 6 Troubleshooting Guide Computer Diagnostic Features Compag Configuration Record Utility Compaq Configuration Record Utility is a windows based information gathering tool similar to other Compaq management tools It gathers critical hardware and software information from various computer subsystems to give a complete view of your desktop Configuration Record Utility provides a means for automatically identifying and comparing configuration changes and has the ability to maintain a configuration history The information can be saved as a history of multiple sessions This utility was developed to allow resolution of problems without taking the desktop offline and to assist in maximizing the desktop s availability The information obtained by the utility is useful in troubleshooting system problems and
32. ep sequences for some of the keyboard light error codes but you may not see the flashing keyboard lights Diagnostic Keyboard LEDS Front Panel LEDs and Audible Codes Activity Beeps Probable Cause Recommended Action Flashing Caps None Graphics controller not 1 Clear CMOS See Lock LED on present or incorrectly Appendix B Password Keyboard initialized Security and Resetting CMOS 2 If graphics card has been added remove and reseat 3 Reseat riser board if applicable Flashing Num None System memory not 1 Check memory module Lock LED on present see the relevant section Keyboard on of the Hardware select models Reference Guide 2 Remove and reseat memory module 3 See the Solving Memory Problems section of this guide CAUTION For those systems that support ECC memory Compaq does not support mixing E CC and non ECC memory Otherwise the Num Lock LED on non USB keyboards will blink continuously and the system will not boot the operating system In addition if a speaker is installed in the system there will be a short beep followed by 2 long beeps A 14 Troubleshooting Guide Post Error Messages Diagnostic Keyboard LEDS Front Panel LEDs and Audible Codes Continued Activity Beeps Probable Cause Recommended Action Num Lock LED On None Failed Boot Block Reflash the ROM using a keyboard ROMPaq diskette See the Failsafe Boot Block ROM section of the Deskt
33. er memory may be overloaded Reset the printer by turning it off for one minute then turn it back on Printer is offline The printer may be out of paper Check the paper tray and refill it if it is empty Select online Troubleshooting Guide 2 19 Troubleshooting Without Diagnostics Solving Keyboard and Mouse Problems If you encounter keyboard or mouse problems see the documentation that came with your equipment and to the common causes and solutions listed in the following table Solving Keyboard Problems Problem Cause Keyboard commands and Keyboard connector typing are not recognized is not properly by the computer connected Solution 1 On the Windows desktop click Start Click Shut Down or Turn Off Computer The Turn Off Computer dialog box is displayed Select Shut Down or Turn Off After the shutdown is complete reconnect the keyboard to the back of your computer and restart the computer Program in use has stopped responding to commands Shut down your computer using the mouse and then restart the computer Keyboard needs repairs See your Worldwide Limited Warranty for details Computer is in Stand By mode will lose your data Press the power button to resume from Stand By mode CAUTION When attempting to resume from Stand By mode do not hold down the power button for more than four seconds Otherwise Stand By mode is lost a
34. g Guide Post Error Messages Numeric Codes and Text Messages Continued Code Message Beeps Probable Cause Recommended Action 2000 Master 1L 2S The current bootable Run Computer Setup and Boot Record hard drive is not the either disable MBR security or Hard Drive has same as the one that save the MBR of the current changed was present when bootable disk MBR Security was enabled Invalid Electronic None Electronic serial 1 Run Computer Setup If Serial Number number has become Setup already has data corrupted in the field or will not allow the serial number to be entered download from www compag com and run SP5572 EXE SNZERO EXE 2 Run Computer Setup and try to enter serial number under Security System ID then save changes ECC Multiple Bit None Chipset has detected Replace the memory module Error Detected in more than one bad bit Memory Module in a 64 bit quadword of the memory array Parity Check 2 None Parity RAM failure Run Computer Setup and L Long S Short Diagnostic Utilities Troubleshooting Guide A 13 Post Error Messages POST Diagnostic Keyboard LEDs Front Panel LEDs and Audible Codes This section covers the keyboard and front panel LED codes as well as the audible codes that may occur during POST that do not necessarily have an error code or text message associated with them Q If your system is equipped with a Universal Serial Bus USB keyboard you may hear the be
35. h and Audio Devices then click Sounds and Audio Devices 2 Click the Mute check box to remove the check mark from the box Troubleshooting Guide 2 17 Troubleshooting Without Diagnostics Solving Audio Problems Continued Problem Cause Solution Sound does not come out Computer is in Stand Press the power button to resume of the speaker or By mode from Stand By mode headphones continued Noise orno sound comes Computer may not be 1 If you are using digital out of the speakers or detecting the correct speakers that have a stereo headphones speaker headphone jack and want the system to type or output or auto switch to digital use a analog to digital stereo to mono adapter auto sense is not to properly engage the engaged auto sense feature 2 If a stereo to mono adapter is not available use the multimedia device properties to manually switch the audio signal from analog to digital 3 If the headphones have a mono jack use the multimedia device properties to switch the system to analog out For information on how to change the Audio Output Mode see Appendix D Setting Up Analog Digital Audio Output If you set digital as your Output Mode the internal speaker and external analog speakers will no longer output audio until you switch back to an auto sense or analog mode If you set analog as your Output Mode external digital speakers will not function until change the output mode back into
36. ics Solving Network Problems Some common causes and solutions for network problems are listed in the following table These guidelines do not discuss the process of debugging the network cabling Solving Network Problems Problem Remote Wakeup feature is not functioning Cause The Remote Wakeup feature is not available when using an AUI network connection Solution Use an RJ 45 network connection Remote Wakeup is not enabled Use the Network control application to enable Remote Wakeup See the Desktop Management Guide Network driver does not detect network controller Network controller is disabled Run Computer Setup and enable network controller Incorrect Network Driver Check the network controller documentation for the correct driver or obtain the latest driver from the manufacturer s Web site Network status link light does not turn on or it never flashes The network D status light is supposed to flash when there is network activity No active network is detected Check cabling and network equipment for proper connection Network controller is not set up properly Use the Network control application to verify that device is working properly See the Network Communications Guide System is configured for AUI connection No solution link LED does not apply to AUI connections Network driver is not properly loaded Reinstall network d
37. ion If a problem persists and you are unable to resolve it yourself or if you feel uncomfortable about performing the operation contact your Compaq authorized dealer or reseller Solving General Problems Problem Computer will not turn on Cause Computer is not connected to an external power source Solution Connect to an external power source Cables to the external power source are unplugged Ensure that cables connecting the computer to the external power source are plugged in properly and the wall outlet is active A defective PCI card has been installed Remove any expansion board that was just installed Drive power data or power supply cables may not be properly connected Reseat drive power data and power supply cables Power line selector switch on rear of computer chassis not switched to correct line voltage 115V or 230V some models Select the proper AC voltage using the slide switch Computer will not respond to keyboard or mouse Computer is in Stand By mode Press the power button to resume from Stand By mode A CAUTION When attempting to resume from Stand By mode do not hold down the power button for more than four seconds Otherwise Stand By mode is lost and you will lose your data Troubleshooting Guide 2 3 Troubleshooting Without Diagnostics Solving General Problems Continued Problem Computer date and time dis
38. ket Socket s XX 3 Replace memory module if problem persists 301 Keyboard None Keyboard failure 1 Reconnect keyboard with Error computer turned off 2 Check connector for bent or missing pins 3 Ensure that none of the keys are depressed 4 Replace keyboard 303 Keyboard None I O board keyboard 1 Reconnect keyboard with Controller Error controller computer turned off 2 Replace the system board 304 Keyboard or None Keyboard failure 1 Reconnect the keyboard System Unit Error with computer turned off 2 Ensure that none of the keys are depressed 3 Replace the keyboard 4 Replace the system board L Long S Short Troubleshooting Guide Post Error Messages Numeric Codes and Text Messages Continued Code Message Beeps 401 Parallel 2S Port 1 Address Assignment Conflict Probable Cause IRQ address conflicts with another device Recommended Action Reset the IRQ 402 Monochrome 1L 2S Adapter Failure Monochrome display controller Replace the Monochrome display controller 403 Parallel Port 2S 3 Address Conflict Detected IRQ address conflicts with another device Reset the IRQ 404 Parallel Port 2S Address Conflict Both external and internal ports are 1 Remove any parallel port expansion cards Detected assigned to 2 Clear CMOS See parallel port X Appendix B Password Security and Resetting CMOS 3 Reconfigure c
39. l The screen displays the overview of the computer hardware and software 2 For specific hardware and software information select a category from the Categories pull down menu or the appropriate icon on the toolbar As you move your cursor over the toolbar icons the corresponding category name displays near the cursor 3 To display more detailed information in a selected category click More in the Information Level box in the lower left corner of the window or click Level at the top of the screen and select More 4 Review print and or save this information as needed 1 4 Troubleshooting Guide Computer Diagnostic Features Q To print the information click File then select Print Select one of the following options Detailed Report All Categories Summary Report All Categories or Current Category Click OK to print the report you selected Q To save the information click File then select Save As Select one of the following options Detailed Report All Categories Summary Report All Categories or Current Category Click OK to save the report you selected 5 To exit Compaq Diagnostics for Windows click File and then click Exit Running Diagnostic Tests in Compaq Diagnostics for Windows To run diagnostic tests 1 Click Start gt Compaq Information Center gt Compaq Diagnostics for Windows You can also select the Compaq Diagnostics for Windows icon located in the Cont
40. l data close all programs and restart your computer Troubleshooting Guide 2 31 Troubleshooting Without Diagnostics Contacting Compaq Customer Support For help and service contact your Compaq authorized reseller or dealer To locate a Compaq reseller or dealer near you visit the Compaq Web site at www compaq com Q If you take your computer to a Compaq authorized reseller dealer or service provider for service remember to provide the setup and power on passwords if they are set 2 32 Troubleshooting Guide A Post Error Messages This appendix lists the error codes error messages and the various indicator light and audible sequences that you may encounter during Power On Self Test POST or computer restart the probable source of the problem and steps you can take to resolve the error condition POST Numeric Codes and Text Messages This section covers those POST errors that have numeric codes associated with them The section also includes some text messages that may be encountered during POST Numeric Codes and Text Messages Code Message Beeps Probable Cause Recommended Action 101 Option ROM 1L 1S Error System ROM checksum Verify the correct ROM Flash the ROM if needed If an expansion board was recently added remove it and see if the problem remains Clear CMOS See Appendix B Password Security and Resetting CMOS If the message di
41. ll 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 If this is a newly installed drive enter Setup and try adding a POST delay under Advanced gt Power On If the drive is a secondary drive that has just been installed on the same cable as the primary drive verify that the jumpers for both drives are set correctly Drive s IDE controller is disabled in Computer Setup Run Computer Setup and enable the Primary and Secondary IDE controllers in Storage gt Storage Options Troubleshooting Guide 2 11 Troubleshooting Without Diagnostics Solving Hard Drive Problems Continued Problem Drive not found identified continued Cause Solution Drive responds slowly immediately after power up Run Computer Setup and increase the POST Delay in Advanced gt Power On Options Nonsystem disk NTLDR missing message The system is trying to start from a diskette that is not bootable Remove the diskette from the diskette drive The system is trying to start from the hard drive but the hard drive may have been damaged Insert a bootable diskette into the diskette drive and restart the computer If the hard drive is still inaccessible after booting to a diskette and MBR Security is enabled you may try res
42. m fan has failed Network driver is loaded and no network connection is established Contact a Compaq authorized service provider to replace the processor or system fan Establish a network connection or use Computer Setup or Microsoft Windows Device Manager to disable the network controller 2 4 Troubleshooting Guide Troubleshooting Without Diagnostics Solving General Problems Continued Problem Cause Solution Poor performance is experienced Processor is hot 1 Make sure the airflow to the computer is not blocked 2 Make sure the fans are connected and working properly some fans only operate when needed 3 Make sure the processor heatsink is installed properly Cursor will not move using the arrow keys on the keypad The Num Lock key may be on Press the Num Lock key The Num Lock light should not be on if you want to use the arrow keys Troubleshooting Guide 2 5 Troubleshooting Without Diagnostics Solving Power Supply Problems Solving Power Supply Problems Problem Computer will not turn on Power LED on front of computer not on Cause Computer is not connected to an external power source Solution Connect to an external power source Cables to the external power source are unplugged Ensure that cables connecting the computer to the external power source are plugged in properly and the wall outlet is active
43. mixing ECC and non ECC memory Otherwise the Num Lock LED on non USB keyboards will blink continuously and the system will not boot the operating system In addition if a speaker is installed in the system there will be a short beep followed by 2 long beeps See the Interpreting the Diagnostic Lights section of the Getting Started guide to identify other possible memory problems Troubleshooting Guide 2 27 Troubleshooting Without Diagnostics Solving Memory Problems Problem System will not boot or does not function properly after installing additional memory modules Cause Memory module is not the correct type or speed grade for the system or the new memory module is not seated properly Solution Replace module with the correct industry standard device for your computer ECC and non ECC memory modules cannot be mixed Out of memory error 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 application Check the application documentation to determine the memory requirements Memory count during POST is wrong The memory modules may not be installed correctly Check that the memory modules have been installed correctly and that proper modules are used Insufficient memory error during operation Too many Terminate and Stay Resident programs TSRs ar
44. move and replace the memory module s one at a time to isolate faulty module 5 Replace faulty memory module s 6 If error persists after replacing memory modules replace the system board 202 Memory None Memory modules do Replace memory modules with Type Mismatch not match each other matched sets 207 ECC 28 Single Bit ECC error 1 Verify proper memory Corrected Single module type Bit Errors in 2 Try another memory socket Memory Module Socket s y y 3 Replace memory module if Vo problem persists 212 Failed None Processor has failed to 1 Reseat the processor in its Processor initialize Socket L Long S Short If the processor does not respond replace it A 4 Troubleshooting Guide Post Error Messages Numeric Codes and Text Messages Continued Code Message Beeps Probable Cause 213 Incompatible 2S A memory module Memory Module in memory socket in Memory identified in the error Socket s X X message is missing critical SPD information or is incompatible with the Recommended Action 1 Verify proper memory module type Try another memory socket Replace memory module with a module conforming to the SPD standard chipset 214 Memory None A specific error has 1 Verify proper memory Device Failure occurred in a memory module type Error code XX device installed in the 2 Try another memory Memory Module identified socket soc
45. mpt FORMAT A F 1440 A problem has occurred with a disk transaction The directory structure is bad or there is a problem with a file Right click Start click Explore and select a drive Select File gt Properties Tools Under Error checking click Check Now Diskette drive cannot read a diskette Diskette is not formatted Format the diskette 1 From Windows Explorer select the disk A drive 2 Right click the drive letter and select Format 3 Select the desired options and click Start to begin formatting the diskette You are using the wrong 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 Troubleshooting Guide Troubleshooting Without Diagnostics Solving Diskette Problems Continued Problem Cause Solution Invalid system disk message is displayed Nonsystem disk NTLDR missing message A diskette that does not contain the system files needed to start your computer has been inserted in the drive When drive activity stops remove the diskette and press the Spacebar The computer should start up Diskette error has occurred The system is trying to start from a nonbootable diskette Restart your computer by pressing
46. mputer From the Overview screen there is access to several categories of information about the computer and the Test tab The information in every screen of the utility can be saved to a file or printed zB To test all subsystems you must log in as the administrator If you do not log in as the administrator you will be unable to test some subsystems The inability to test a subsystem will be indicated by an error message under the subsystem name in the TEST window or by shaded check boxes that cannot be selected Troubleshooting Guide 1 1 Computer Diagnostic Features Menu Bar File Categories Navigation Level Tab Help At the top of the Compaq Diagnostics for Windows screen is the Menu Bar consisting of six pull down menus B File Save As Print Printer Setup Exit B Categories See the list of categories in the following section B Navigation Previous Category F5 Next Category F6 B Level Less F7 More F8 information on the screen B Tab Overview Test Status Log Error B Help Contents How to use Help About ToolBar lcons for Different Categories of Information Below the Menu Bar is a row of icons for each of the following categories of information about the computer B System System board ROM date and time information B Asset Control Asset tag system serial number and processor information Input Devices Keyboard mouse and joystick s information Communication
47. nd you Cursor will not move using The Num Lock key the arrow keys on the may be on keypad Press the Num Lock key The Num Lock light should not be on if you want to use the arrow keys 2 20 Troubleshooting Guide Troubleshooting Without Diagnostics Solving Mouse Problems Problem Mouse does not respond to movement or is too slow Cause Mouse connector is not properly plugged into the back of the computer Solution Shut down your computer using the keyboard 1 Press the Ctrl and Esc keys at the same time or press the Windows logo key to display the Start menu 2 Use the up or down arrow key to select Shut Down or Turn Off Computer and then press the Enter key 3 Use the up or down arrow key to select the Shut Down or Turn Off option and then press the Enter key 4 After the shutdown is complete plug the mouse connector into the back of your computer or the keyboard and restart your computer Program in use has stopped responding to commands Shut down the computer using the keyboard and then restart the computer Mouse needs repairs See your Worldwide Limited Warranty booklet for details Computer is in Stand By mode Press the power button to resume from Stand By mode CAUTION When attempting to resume from Stand By mode do not hold down the power button for more than four seconds Otherwise Stand By mode is lost and you will lose your d
48. omputer is in Stand By mode Press the power button to resume from Stand By mode CAUTION When attempting to resume from Stand By mode do not hold down the power button for more than four seconds Otherwise Stand By mode is lost and you will lose your data 2 14 Troubleshooting Guide Troubleshooting Without Diagnostics Solving Display Problems Continued Problem Blank screen continued Cause Monitor cable is plugged into the wrong connector Solution If the computer system has both an integrated graphics connector and an AGP card connector plug the monitor cable into the AGP card connector in the expansion card area on the back of the computer The VGA BNC selector switch is not properly set Set the selector switch to agree with the cable connection Monitor does not function properly when used with energy saver features Monitor without energy saver capabilities is being used with energy saver features enabled Disable monitor energy saver feature Graphics colors are wrong The cabling or monitor impedance is incorrect 1 If you are using BNC cables be sure that the Red Green and Blue BNC cables are connected to the corresponding monitor connectors 2 Be sure your monitors RGB inputs are set to 75 ohms Dim characters The brightness and contrast controls are not set properly Adjust the monitor brightness and contrast controls
49. op Management Guide Flashing Scroll None System board hardware Replace system board Lock LED on failure prior to keyboard on graphics select models Green Power None Computer in normal None LED flashes Suspend mode every 2 seconds Green Power None Computer on None LED On Red or Yellow None Power supply 1 Push in power button Power LED overloaded LED should be green flashes every 2 seconds on select models 2 Remove all AC power from computer wait 30 seconds then apply power 3 Remove load from power supply by removing options one at a time until computer runs 4 Check for damage to system board 5 Replace system board 6 Replace power supply Troubleshooting Guide Post Error Messages Diagnostic Keyboard LEDS Front Panel LEDs and Audible Codes Continued Activity Beeps Probable Cause Recommended Action Flashing Power None Unseated riser board 1 Remove riser board and Hard Drive 2 Wipe connector Green LEDs 3 Reinstall riser board see the Hardware Reference Guide for directions on removing the riser board Red Power LED None System memory error 1 Check memory module flashes every see the relevant section second on select of the Hardware models Reference Guide 2 Remove and reseat memory module 3 See the Solving Memory Problems section of this guide Red or Yellow None Processor unseated Reseat processor in system Power LED On bo
50. play is incorrect Cause RTC real time clock battery may need to be replaced Battery life is approximately 3 5 years Solution First reset the date and time under Control Panel Computer Setup can also be used to update the RTC date and time If the problem persists replace the RTC battery See the Hardware Reference Guide for instructions on installing a new battery or contact your Compaq authorized dealer or reseller for RTC battery replacement Computer powered off automatically and the Power LED is 1 Flashing Red or Yellow four times per second OR 2 Flashing Red or Yellow two times one second apart followed by a two second pause OR 3 Not flashing Computer appears to pause periodically The unit temperature was exceeded A fan may be blocked or not turning OR the heatsink is not properly attached to the processor 1 Unit is in an exceedingly hot environment Let it cool down 2 Ensure computer air vents are not blocked and internal fans are running such as the power supply fan chassis fan and or the processor fan 3 Ensure heatsink is properly seated 4 Contact Compaq authorized reseller or service provider The unit temperature was exceeded because the computer was functioning with the cover or access panel removed Replace cover or access panel and let the computer cool down before attempting to turn on power to the computer Processor or syste
51. puter chassis not switched to correct line voltage 115V or 230V some models Select the proper AC voltage using the slide switch Power supply will not turn on because of internal power supply fault Replace power supply Computer powered off automatically and the Power LED is 1 Flashing Red or Yellow four times per second OR 2 Flashing Red two times one second apart followed by a two second pause OR 3 Not flashing The unit temperature was exceeded A fan may be blocked or not turning OR the heatsink is not properly attached to the processor 1 Unit is in an exceedingly hot environment Let it cool down 2 Ensure computer air vents are not blocked and internal fans are running such as the power supply fan chassis fan and or the processor fan 3 Ensure heatsink is properly seated 4 Contact Compag authorized reseller or service provider Troubleshooting Guide Troubleshooting Without Diagnostics Solving Diskette Problems Common causes and solutions for diskette problems are listed in the following table You may need to reconfigure the computer when you add or remove hardware such as an additional diskette drive See Solving Hardware Installation Problems for instructions Solving Diskette Problems Problem Diskette drive light stays on Cause Diskette is damaged Solution Right click Start click Explore and select
52. r Windows the Compaq Configuration Record Utility is also upgraded 2 The default view is Show Changed Items Only To view all the information gathered by Compaq Configuration Record click View at the top of the window and select Show All or click the Show All Items icon 3 To save the information in the left or right window select File gt Save Window File and then select Left Window File or Right Window File Saving the configuration of the computer periodically allows the user to keep a history of the configuration This history may be useful to your service provider if the system ever encounters a problem that needs debugging 4 To exit Compaq Configuration Record click File then click Exit Compaq Remote Diagnostics Enabling Agent This utility was developed to allow faster resolution of problems without having to visit a site and take the computer offline and to assist in maximizing computer availability The information obtained by the utility is useful in troubleshooting computer problems and streamlines the service process by enabling quick and easy identification of computer problems The Compaq Remote Diagnostics Enabling Agent only works if Diagnostics for Windows is also installed The Compaq Remote Diagnostics Enabling Agent provides a Web browser interface to Compaq Diagnostics for Windows This enables remote control of the diagnostics and facilitates easy transfer of computer information
53. r overheats There is not enough ventilation space for proper airflow Leave at least 3 inches 7 6 cm of ventilation space Be sure there is nothing sitting on top of the monitor obstructing the air flow 2 16 Troubleshooting Guide Troubleshooting Without Diagnostics Solving Audio Problems Solving Audio Problems If your computer has audio features and you encounter audio problems see the common causes and solutions listed in the following table Problem Sound does not come out of the speaker or headphones Cause Software volume control is turned down Solution Double click the Speaker icon on the taskbar then set volume by adjusting the volume slider CD ROM or DVD volume control on the front of the computer is turned down Turn the volume control knob on front of computer to increase the volume The external speakers are not turned on Turn on the external speakers External speakers plugged into the wrong audio jack See the sound card documentation for proper speaker connection Audio cable not connected Connect audio cable between CD or DVD ROM drive and the system board Headphones or devices connected to the line out connector mute the internal speaker Turn on and use headphones or external speakers if connected or disconnect headphones or external speakers Volume is muted 1 From the Control Panel program click Sound Speec
54. rivers See the Network Communications Guide 2 24 Troubleshooting Guide Troubleshooting Without Diagnostics Solving Network Problems Continued Problem Network status link light does not turn on or it never flashes continued Cause System cannot autosense the network Solution Disable auto sensing capabilities and force the system into the correct operating mode See the Network Communications Guide Diagnostics reports a failure The cable is not securely connected Ensure that the cable is securely attached to the network connector and that the other end of the cable is securely attached 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 Network controller interrupt is shared with an expansion board Under the Computer Setup Advanced menu change the resource settings for the board The network controller is defective Contact your Compaq authorized service provider Diagnostics passes but the computer does not communicate with the network Network drivers are not loaded or driver parameters do not match current configuration Make sure the network drivers are loaded and that the driver parameters ma
55. rol Panel The screen displays the overview of the computer hardware and software Five tabs are displayed below the row of icons Overview Test Status Log and Error 2 Click the Test tab or click Tab at the top of the screen and select Test Troubleshooting Guide 1 5 Computer Diagnostic Features 3 Select one of the following options Q Quick Test Runs a quick general test on each device Requires no user intervention if Unattended Mode is selected Q Complete Test Runs maximum testing of each device The user can select Interactive Mode or Unattended Mode Q Custom Test Runs only the tests you select To select specific devices or tests find the device in the list then select the check box beside each test When selected a red check mark is displayed in the box Some tests selected may require user intervention zB To test all subsystems you must log in as the administrator If you do not log in as the administrator you will be unable to test some subsystems The inability to test a subsystem will be indicated by an error message under the subsystem name in the Test window or by shaded boxes that cannot be checked 4 Select Interactive Mode or Unattended Mode In Interactive Mode the diagnostic software will prompt you for input during tests that require it Some tests require interaction and will display errors or halt testing if selected in conjunction with Unattended Mode 5 Click the B
56. s not external device then turn on the turned on computer to integrate the device with the computer system When the system Reboot the computer and follow the advised you of instructions for accepting the changes to the changes configuration you did not accept them 2 22 Troubleshooting Guide Troubleshooting Without Diagnostics Solving Hardware Installation Problems Continued Problem A new device is not recognized as part of the system continued Cause A plug and play board may not automatically configure when added if the default configuration conflicts with other devices Solution Use Windows 2000 or Windows XP Device Manager to deselect the automatic settings for the board and choose a basic configuration that does not cause a resource conflict You can also use Computer Setup to reconfigure or disable devices to resolve the resource conflict Computer will not start Wrong memory modules were used in the upgrade or memory modules were installed in the wrong location 1 Review the documentation that came with your system to determine if you are using the correct memory modules and to verify the proper installation 2 Observe the beeps and LED lights on the keyboard See Appendix A POST Error Messages to determine possible causes 3 If you still cannot resolve the issue contact Compaq Technical Support Troubleshooting Guide 2 23 Troubleshooting Without Diagnost
57. sappears there may be a problem with the expansion card Replace the system board L Long S Short Troubleshooting Guide Post Error Messages Numeric Codes and Text Messages Continued Code Message Beeps Probable Cause Recommended Action 102 System None DMA timers and so 1 Clear CMOS See Board Failure forth Appendix B Password Security and Resetting CMOS 2 Remove expansion boards 3 Replace the system board 103 System None DMA timers and so 1 Clear CMOS See Board Failure forth Appendix B Password Security and Resetting CMOS 2 Remove expansion boards 3 Replace the system board 150 SafePost None A PCI expansion card 1 Restart the computer Active is not responding 2 Disable SafePost 3 If the expansion card does not respond replace the card 162 System 28 Configuration incorrect Run Computer Setup Options Not Set RTC real time clock Reset the date and time under battery may need to Control Panel If the problem be replaced Battery persists replace the RTC life is approximately battery See the Hardware 3 5 years Reference Guide for instructions on installing a new battery or contact your Compaq authorized dealer or reseller for RTC battery replacement L Long S Short A 2 Troubleshooting Guide Post Error Messages Numeric Codes and Text Messages Continued Code Message Beeps 163 Time amp Date 2S Not Set
58. serial port A 9 setup password B 1 SMART Hard Drive A 11 software protecting 1 10 restoring 1 10 software problems 2 31 System Board A 2 T temperature alert A 12 Time amp Date A 3 Troubleshooting Guide Troubleshooting Guide
59. t Manager LC see the Desktop Management Guide To start this utility 1 Select the Compaq Remote Diagnostics icon located in the Control Panel Q The Compaq Remote Diagnostics Enabling Agent allows you to run Diagnostic Test or the Configuration Record Utility in a browser window Both of these utilities can be run remotely or locally 2 To exit Compaq Remote Diagnostics click File and then click Close Troubleshooting Guide 1 9 Computer Diagnostic Features Protecting Your Software To protect software from loss or damage you should keep a backup copy of all system software applications and related files stored on the hard drive See the operating system or backup utility documentation for instructions on making backup copies of data files Restoring Your Software The operating system and software can be restored to its original state as when you purchased the computer by using your Compaq Restore Kit See your Compaq Restore Kit for complete instructions on using this feature 1 10 Troubleshooting Guide 2 Troubleshooting Without Diagnostics This guide provides information on how to identify and correct minor disk graphics memory and software problems It also explains many of the messages that may be displayed on the screen including specific error messages that may appear during the Power On Self Test POST at startup POST Message Disabled suppresses most system messages during
60. tch the configuration of the network controller Make sure the correct network client and protocol is installed The network controller is not configured for this computer Select the Network icon in the Control Panel and configure the network controller Network controller stopped working when an expansion board was added to the computer Network controller interrupt is shared with an expansion board Under the Computer Setup Advanced menu change the resource settings for the board Troubleshooting Guide 2 25 Troubleshooting Without Diagnostics Solving Network Problems Continued Problem Network controller stopped working when an expansion board was added to the computer continued Cause The network controller requires drivers Solution Verify that the drivers were not accidentally deleted when the drivers for a new expansion board were installed The files containing the network drivers are corrupted Reinstall the network drivers using the Compaq Restore CD The expansion board installed is a network card NIC and conflicts with the embedded NIC Use the Computer Setup to disable the embedded NIC Network controller stops working without apparent cause The files containing the network drivers are corrupted Reinstall the network drivers using the Compaq Restore CD The cable is not securely connected Ensure that the cable is s
61. torage Security and Advanced 3 Use the arrow keys or the Tab key to select File gt Set Defaults and Exit This resets the soft settings that include boot sequence order and other factory settings It will not however force hardware rediscovery 4 Press the Enter key 5 Press the F10 key to confirm the reset or the Esc key to cancel the reset See the Desktop Management Guide for further instructions on reestablishing passwords For instructions on Computer Setup see the Computer Setup F10 Utility Guide Troubleshooting Guide B 3 Password Security and Resetting CMOS B 4 Troubleshooting Guide C Drive Protection System DPS The Compaq Drive Protection System DPS is a diagnostic tool built into the hard drives installed in select Desktops DPS is designed to help diagnose problems that might result in unwarranted hard drive replacement When these systems are built each installed hard drive is tested using DPS and a permanent record of key information is written onto the drive Each time DPS is run test results are written to the hard drive Your service provider can use this information to help diagnose conditions that caused you to run the DPS software Running DPS will not affect any programs or data stored on the hard drive The test resides in the hard drive firmware and can be executed even if the computer will not boot to an operating system The time required to execute the test depends on th
62. toring the previously saved MBR image To do so enter Setup and select Security gt Restore Master Boot Record System files missing or not properly installed Hard drive boot has been disabled in Computer Setup Insert a bootable system diskette and restart Verify hard drive is partitioned and formatted Install system files for the appropriate operating system if necessary Run Computer Setup and enable the hard drive entry in the Storage gt Boot Order list Second Ultra ATA hard drive does not perform optimally You are using the wrong cable for the drive type Reinstall the second Ultra ATA hard drive using an 80 conductor cable The 80 conductor cable is standard on select models Both slow and fast UATA devices are on the same data cable Change slow UATA devices to a separate data cable connected to the secondary IDE controller on the system board 2 12 Troubleshooting Guide Troubleshooting Without Diagnostics Solving Hard Drive Problems Continued Problem Cause Solution Computer will not start Hard drive is damaged Observe the beeps and LED lights on the keyboard See Appendix A POST Error Messages to determine possible causes See your Worldwide Limited Warranty for details Computer seems to be Program in use has Attempt the normal Windows Turn locked up stopped responding to off Computer procedure If this commands fails press the power bu
63. tton for four or more seconds to turn off the power To restart your computer press the power button again Troubleshooting Guide 2 13 Troubleshooting Without Diagnostics Solving Display Problems If you encounter display problems see the documentation that came with your monitor and to the common causes and solutions listed in the following table Solving Display Problems Problem Blank screen Cause Monitor is not turned on and the monitor light is not on Solution Turn on the monitor and check that the monitor light is on The cable connections are not correct Check the cable connection from the monitor to the computer and to the electrical outlet The energy saver feature has been enabled Press any key or click the mouse button and if set type your password The RGB Red Green Blue input switch on the monitor is incorrectly set Set the monitor s RGB input switch to 75 ohms and if there is a sync Switch set it to external System ROM is bad system is running in Failsafe Boot Block mode indicated by one long beep and three short beeps Reflash the ROM using a ROMPaq diskette See the Failsafe Boot Block ROM section of the Desktop Management Guide for more information You are using a fixed sync monitor and it will not sync at the resolution chosen Be sure that the monitor can accept the same sweep rate as the resolution chosen C
64. uide Post Error Messages Numeric Codes and Text Messages Continued Code Message Beeps Probable Cause Recommended Action 605 Diskette 28 Mismatch in drive type 1 Run Computer Setup Drive Type Error 2 Disconnect any other diskette controller devices tape drives 3 Clear CMOS See Appendix B Password Security and Resetting CMOS 610 External None External tape drive not Reinstall tape drive or press Storage Device connected F1 and allow system to Failure reconfigure without the drive 611 Primary 2S Configuration error Run Computer Setup Floppy Port Address Assignment Conflict 612 Secondary 2S Configuration error 1 Run Computer Setup Floppy Port 2 Remove expansion cards Address Assignment 3 Clear CMOS See Conflict Appendix B Password Security and Resetting CMOS 660 Display None Integrated graphics Replace system board if cache is detected controller display minimal graphics degrading unreliable cache is not working is an issue properly and will be disabled 912 Computer None No action required Cover Has Been Removed Since Last System Startup L Long S Short Troubleshooting Guide Post Error Messages Numeric Codes and Text Messages Continued Code Message Beeps Probable Cause Recommended Action 914 Hood Lock None Smart Cover Lock 1 Reconnect or replace Coil is not mechanism is missing hood locking mechanism Connected or not
65. up the brightness and contrast controls of the monitor if the monitor is dim Press and hold any key If the system beeps then your keyboard should be operating correctly Check all cable connections for loose connections or incorrect connections Reconfigure your computer after installing a non plug and play expansion board or other option See Solving Hardware Installation Problems for instructions Be sure that all the needed device drivers have been installed For example if you are using a printer you need a driver for that model printer Remove all diskettes from your system before turning it on If you have installed an operating system other than the factory installed operating system check to be sure that it is supported on your system If your system has an AGP card installed on select models only the monitor must be plugged into the monitor connector on the AGP card The other monitor connector is disabled and if the monitor is connected into this port the monitor will not function CAUTION When the computer is plugged into an AC power source there is always voltage applied to the system board You must disconnect the power cord from the power source before opening the computer to prevent system board or component damage 2 2 Troubleshooting Guide Troubleshooting Without Diagnostics Solving General Problems You may be able to easily resolve the general problems described in this sect
66. urn off computer and insert a thin tray load unit seated in the drive metal rod into the emergency eject hole and push firmly Slowly pull the tray out from the drive until the tray is fully extended then remove the disc CD ROM CD RW CD has been inserted Re insert the CD with the label DVD ROM or DVD R RW upside down facing up drive cannot read a disc or takes too long to start Troubleshooting Guide 2 29 Troubleshooting Without Diagnostics Solving CD ROM and DVD Problems Problem Cause Solution CD ROM CD RW The DVD ROM drive Wait at least 30 seconds to let the DVD ROM or DVD R RW takes longer to start DVD ROM drive determine the type drive cannot read a disc or because it has to of media being played If the disc takes too long to start determine the type of still does not start read the other continued media played suchas solutions listed for this topic audio or video CD or DVD disc is dirty Clean CD or DVD with a CD cleaning kit available from most computer stores Windows does not 1 Use Device Manager to detect the CD ROM or remove or uninstall the device DVD ROM drive in question 2 Restart your computer and let Windows detect the CD or DVD driver Recording audio CDs is Wrong or poor quality 1 Try using a slower speed when difficult or impossible media type recording 2 Verify that you are using the correct media for the drive 3 Try a different brand of media

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