Compaq Compaq Notebook Series User manual

Troubleshooting

Compaq Notebook Series

Document Part Number: 267644-001

April 2002

This guide gives you steps to troubleshoot minor problems

yourself and obtain support from Compaq. It presents common

problems users may encounter and provides solutions and

resources.

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

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

Microsoft and Windows 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.

Troubleshooting

First Edition April 2002

Document Part Number: 267644-001

Troubleshooting iii

Contents

Solving Common Problems . . . . . . . . . . . . . . . . . . . . . . . 1–1

Quick Solutions Checklist . . . . . . . . . . . . . . . . . . . . 1–2

Using the World Wide Web. . . . . . . . . . . . . . . . . . . . . . . 1–3

Preparing to Call Technical Support . . . . . . . . . . . . . . . . 1–4

Problem Solutions Table . . . . . . . . . . . . . . . . . . . . . . . . . 1–5

Audio Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–5

Battery Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–7

CD and DVD Drive Problems . . . . . . . . . . . . . . . . . 1–10

Infrared Communications Problems . . . . . . . . . . . 1–13

Modem Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . 1–15

PC Card Problems . . . . . . . . . . . . . . . . . . . . . . . . . . 1–19

Keyboard and Pointing Device Problems . . . . . . . . 1–20

Hard Drive Problems (Primary Hard Drive) . . . . 1–22

Hard Drive Problems (Secondary Hard Drive) . . . 1–23

Power Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–24

Games Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–25

Display Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . 1–26

Internet Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . 1–27

Memory Problems . . . . . . . . . . . . . . . . . . . . . . . . . . 1–27

USB Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–28

Troubleshooting 1–1

Problems and Solutions

Solving Common Problems

Problems that occur while using the notebook may originate with

the notebook, the operating system, a software application, or an

external device attached to your notebook.

This guide is designed to describe solutions to enable you to

troubleshoot problems yourself or obtain help from Compaq.

■For general problems that may originate with the notebook,

refer to the “Quick Solutions Checklist” in this guide.

■For problems that may originate with your hardware, refer to

the Hardware Guide on this CD.

■To check your notebook configuration and run diagnostic

tests, refer to the Software Guide on this CD.

■For problems that may not originate with the notebook, refer

to the documentation included with your software

application, external device, or operating system.

■For Compaq support, refer to “Preparing to Call Technical

Support” and “Using the World Wide Web” in this guide.

■To locate a Compaq authorized dealer, reseller, or service

provider, refer to the Worldwide Telephone Numbers booklet

included with the notebook.

1–2 Troubleshooting

Problems and Solutions

Quick Solutions Checklist

✎To shut down a system that is not responding, when Windows

shut down procedures cannot be used, refer to the emergency shut

down procedures outlined in the Hardware Guide on this CD.

■Is adequate power available to the notebook?

❏If the notebook is connected to an electrical outlet, are

the power cord and external AC Adapter cable

connections secure?

❏Is the electrical outlet providing power?

❏Is the battery pack fully charged?

✎For details about managing battery power, refer to the battery

pack information in the Hardware Guide on this CD.

■Did you remove a diskette from the drive before turning on

the notebook? Failure to do so can prevent the notebook from

booting up.

✎For instructions on downloading ROM updates, refer to the

Software Guide on this CD.

Problems and Solutions

Troubleshooting 1–3

■Is the notebook positioned to allow adequate ventilation?

✎To prevent overheating, do not obstruct the vents. Do not allow

a hard surface, such as an adjoining optional printer, or a soft

surface, such as carpet or fabric, to block the airflow.

■Have files been scanned for viruses?

■Was the notebook shut down through the operating system?

Failure to do so can corrupt files.

■If the problem relates to an external device:

❏Is the device securely connected?

❏Is the device receiving reliable electrical power?

❏Is the device turned on?

✎Some devices, such as monitors, printers, and parallel devices,

must be turned on before the notebook is turned on.

❏Are all necessary device drivers installed?

Using the World Wide Web

A range of Compaq support services are available on the Compaq

Web site. You can browse the reference information or contact

support and submit questions via email. You can also find

technical assistance from peers via Compaq Forums and

Communities.

For home, home office, and small business support, type the

following in your Web browser address field:

compaq.com/consumersupport.

1–4 Troubleshooting

Problems and Solutions

For commercial business support, type the following in your Web

browser address field: compaq.com/support. If the notebook is not

connected to the Internet, refer to the Worldwide Telephone

Numbers booklet included with the notebook to contact a support

technician or a Compaq authorized dealer, reseller, or service

provider.

Preparing to Call Technical Support

If you cannot solve a problem using the troubleshooting

guidelines in this book and need immediate problem resolution,

call Compaq Technical Support.

To receive the fastest possible solution, run Compaq Diagnostics

before you call. (See the Software Guide on this CD for

instructions.) Have the following information available when you

call Technical Support:

■The notebook

■Serial number

■Purchase date on invoice

■Conditions under which the problem occurred

■Error messages that have occurred

■Hardware configuration

■Hardware and software you are using

■Type of printer connected

■Printed information from Compaq Diagnostics or a list of the

devices and error messages received

■Configuration settings, including contents of the system files

✎If you take the notebook to a Compaq dealer, reseller, or service

provider for service, remember to remove any power-on or setup

passwords you have set, or provide the passwords to the service

provider.

Problems and Solutions

Troubleshooting 1–5

Problem Solutions Table

Audio Problems

Problem Possible Cause Solution

No sound. Volume has been muted

or turned down.

Use volume buttons or

the volume control icon

on the taskbar to adjust

the volume.

Volume has been muted

and the volume control

icon is missing from the

taskbar.

To display the volume

control icon, refer to the

audio information in the

Hardware Guide

this CD.

Internal speakers

produce no sound.

External speakers,

headphones, or a

headset are connected

to the notebook.

Use the external

speakers, headphones,

or headset. Or use the

internal speakers by

disconnecting the

external speakers,

headphones, or

headset.

External speakers,

headphones, or a

headset produce no

sound.

Volume is muted or

turned down.

Use volume buttons or

the volume control icon

on the taskbar to adjust

the volume.

Adjust the volume from

within the operating

system or software

application.

The wrong jack is being

used.

To find the right jack,

refer to the external

components information

in the

Hardware Guide

on this CD.

1–6 Troubleshooting

Problems and Solutions

External microphone

does not work.

The wrong jack is being

used.

To identify the right jack,

refer to the external

components information

in the

Hardware Guide

on this CD.

The recording source is

not selected in the

software.

Select the recording

source in the software

application. Refer to the

documentation included

with the device for more

information.

The recording level

volume needs

adjusting.

Adjust the recording

level volume from

within the software

application. Refer to the

documentation included

with your device for

more information.

Audio Problems

(Continued)

Problem Possible Cause Solution

Problems and Solutions

Troubleshooting 1–7

Battery Problems

Problem Possible Cause Solutions

Battery light is blinking. The battery pack is the

only source of power,

and the notebook has

entered a low-battery

condition.

Connect the notebook

to external power or

initiate Hibernation, and

replace the battery pack

with a fully charged

battery pack. Refer to

the battery pack chapter

in the

Hardware Guide

on this CD for details.

Battery light is blinking

and the notebook

initiates Hibernation.

Notebook has entered

a critical low-battery

condition and has

initiated Hibernation.

Connect the notebook

to external power or

insert a fully charged

battery pack. Refer to

the battery pack chapter

in the

Hardware Guide

on this CD for managing

low-battery conditions.

The power/suspend

light blinks briefly, and

the notebook shuts

down.

Notebook has entered

a critical low-battery

condition with

Hibernation disabled.

Unsaved work will

be lost.

Immediately connect

the notebook to external

power. Refer to the

battery pack chapter in

the

Hardware Guide

for

details on managing

battery power.

Battery pack is warm

after charging.

Warming occurs

normally during

charging.

No action is required.

Date and time must be

reset each time the

notebook is turned on.

The battery that backs

up the real-time clock

has reached the end of

its useful life.

Contact your Compaq

authorized service

provider to replace the

real-time clock battery.

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