Compaq Evo D300 - Convertible Minitower User manual

Troubleshooting Guide

Compaq Evo Desktop Family

Compaq Evo Workstation Family

Document Part Number: 177620-006

May 2002

This guide provides helpful hints and solutions for troubleshooting

the above products as well as scenarios for possible hardware and

software problems.

177620-006.book Page i Thursday, March 14, 2002 3:16 PM

Compaq, the Compaq logo and Evo are trademarks of Compaq Information

Technologies Group, L.P. in the U.S. and/or other countries.

Microsoft, MS-DOS, Windows, Windows NT, and Windows XP are trademarks

of Microsoft Corporation in the U.S. and/or 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 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.

ÅWARNING: Text set off in this manner indicates that failure to follow

directions could result in bodily harm or loss of life.

ÄCAUTION: Text set off in this manner indicates that failure to follow

directions could result in damage to equipment or loss of information.

Troubleshooting Guide

Sixth Edition May 2002

Document Part Number: 177620-006

177620-006.book Page ii Thursday, March 14, 2002 3:16 PM

Troubleshooting Guide iii

Contents

1 Computer Diagnostic Features

Compaq Diagnostics for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–1

Installing Compaq Diagnostics for Windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3

Using Categories in Compaq Diagnostics for Windows . . . . . . . . . . . . . . . . . . . . 1–4

Running Diagnostic Tests in Compaq Diagnostics for Windows . . . . . . . . . . . . . 1–5

Compaq Configuration Record Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–7

Running Configuration Record Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–7

Compaq Remote Diagnostics Enabling Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–8

Starting the Remote Diagnostics Enabling Agent . . . . . . . . . . . . . . . . . . . . . . . . . 1–9

Protecting Your Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–10

Restoring Your Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–10

2 Troubleshooting Without Diagnostics

Helpful Hints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–2

Solving General Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–3

Solving Power Supply Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–6

Solving Diskette Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–8

Solving Hard Drive Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–12

Solving Display Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–15

Solving Audio Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–18

Solving Printer Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–21

Solving Keyboard and Mouse Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–22

Solving Hardware Installation Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–24

Solving Network Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–26

Solving Processor Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–29

Solving Memory Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–30

Solving SCSI Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–32

Solving CD-ROM and DVD Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–33

Solving Software Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–35

Contacting Compaq Customer Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–36

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iv Troubleshooting Guide

Contents

A Post Error Messages

POST Numeric Codes and Text Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–1

POST Diagnostic Keyboard LEDs, Front Panel LEDs and Audible Codes . . . . . . . . A–14

B Password Security and Resetting CMOS

Resetting the Password Jumper. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–2

Clearing and Resetting the CMOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–3

Using the CMOS Button. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–3

Using Computer Setup to Reset CMOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–5

C Drive Protection System (DPS)

Introducing the Drive Protection System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C–1

Accessing DPS Through Compaq Diagnostics for Windows . . . . . . . . . . . . . . . . C–2

Accessing DPS Through Computer Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C–3

D Setting up Analog/Digital Audio Output

Microsoft Windows 98 and Microsoft Windows 2000 . . . . . . . . . . . . . . . . . . . . . D–1

Microsoft Windows NT 4.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D–2

Microsoft Windows XP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D–2

E Installing SCSI Drivers for Windows NT Installation

Index

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Troubleshooting Guide 1–1

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 (Microsoft Windows 98,

Microsoft Windows Me, Microsoft Windows 2000, Microsoft

Windows NT 4.0, 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 computer.

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.

✎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.

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1–2 Troubleshooting Guide

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:

■File—Save As, Print, Printer Setup, Exit

■Categories—See the list of categories in the following section

■Navigation—Previous Category (F5), Next Category (F6)

■Level—Less (F7), More (F8) <information on the screen>

■Tab—Overview, Test, Status, Log, Error

■Help—Contents, How to use Help, About

ToolBar—Icons 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:

■System—System board, ROM, date, and time information

■Asset Control—Asset tag, system serial number, and processor

information

■Input Devices—Keyboard, mouse, and joystick(s) information

■Communication—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

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Troubleshooting Guide 1–3

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—The 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.

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.

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1–4 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.

✎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 an 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 > Compaq Information Center > Compaq

Diagnostics for Windows. You can also select the Compaq

Diagnostics for Windows icon, located in the Control Panel.

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.

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Troubleshooting Guide 1–5

Computer Diagnostic Features

✎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.

✎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 > Compaq Information Center > Compaq

Diagnostics for Windows. You can also select the Compaq

Diagnostics for Windows icon, located in the Control 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.

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1–6 Troubleshooting Guide

Computer Diagnostic Features

3. Select one of the following options:

❏Quick Test—Runs a quick, general test on each device.

Requires no user intervention if Unattended Mode is selected.

❏Complete Test—Runs maximum testing of each device. The

user can select Interactive Mode or Unattended Mode.

❏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.

✎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 Begin 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.

177620-006.book Page 6 Thursday, March 14, 2002 3:16 PM

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