HP Compaq d330 DT User manual

Troubleshooting Guide

Compaq Business Desktops

d530, d330, and d325 Models

Document Part Number: 312969-002

May 2003

This guide provides helpful hints and solutions for troubleshooting

the above products as well as scenarios for possible hardware and

software problems.

HP, Hewlett Packard, and the Hewlett-Packard logo are trademarks of

Hewlett-Packard Company in the U.S. and other countries.

Compaq and the Compaq logo are trademarks of Hewlett-Packard Development

Company, L.P. in the U.S. and other countries.

Microsoft, MS-DOS, and Windows 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.

Hewlett-Packard Company shall not be liable for technical or editorial errors or

omissions contained herein or for incidental or consequential damages in

connection with the furnishing, performance, or use of this material. The

information in this document is provided “as is” without warranty of any kind,

including, but not limited to, the implied warranties of merchantability and

fitness for a particular purpose, and is subject to change without notice. The

warranties for HP products are set forth in the express limited warranty

statements accompanying such products. Nothing herein should be construed as

constituting an additional warranty.

This document contains proprietary information that is protected by copyright.

No part of this document may be photocopied, reproduced, or translated to

another language without the prior written consent of Hewlett-Packard

Company.

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

Compaq Business Desktops

d530, d330, and d325 Models

Second Edition (May 2003)

Document Part Number: 312969-002

Troubleshooting Guide www.hp.com iii

Contents

1 Computer Diagnostic Features

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

Detecting Diagnostics for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–2

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

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

Running Diagnostic Tests in Diagnostics for Windows. . . . . . . . . . . . . . . . . . . . . 1–6

Configuration Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–9

Installing Configuration Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–10

Running Configuration Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–10

Remote Diagnostics Enabling Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–11

Installing or Upgrading Remote Diagnostics Enabling Agent . . . . . . . . . . . . . . . 1–12

Running the Remote Diagnostics Enabling Agent . . . . . . . . . . . . . . . . . . . . . . . . 1–12

Protecting the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–12

Restoring the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–12

2 Troubleshooting Without Diagnostics

Safety and Comfort . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–1

Before You Call for Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–2

Helpful Hints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–3

Solving General Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–5

Solving Power Supply Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–8

Solving Diskette Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–11

Solving Hard Drive Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–14

Solving Display Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–17

Solving Audio Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–21

Solving Printer Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–24

Solving Keyboard and Mouse Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–25

Solving Hardware Installation Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–27

Solving Network Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–29

iv www.hp.com Troubleshooting Guide

Contents

Solving Memory Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–32

Solving Processor Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–33

Solving CD-ROM and DVD Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–34

Solving DiskOnKey Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–36

Solving Internet Access Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–36

Solving Software Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–40

Contacting Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–41

A POST Error Messages

POST Numeric Codes and Text Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–2

POST Diagnostic Front Panel LEDs and Audible Codes . . . . . . . . . . . . . . . . . . . . . . A–12

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)

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

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

D Setting up Analog/Digital Audio Output

Microsoft Windows 2000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D–1

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

Index

Troubleshooting Guide www.hp.com 1–1

Computer Diagnostic Features

Diagnostics for Windows

The Diagnostics for Windows (DFW) utility allows you to view

information about the hardware and software configuration of the

computer while running Microsoft Windows (Microsoft Windows

2000 and Microsoft Windows XP). It also allows you to perform

hardware and software tests on the subsystems of the 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.

Use Diagnostics for Windows in the following instances to:

■Determine if all the devices installed on the computer are

recognized by the system and functioning properly. Running tests

is optional but recommended after installing or connecting a new

device.

■Third party devices not supported by HP may not be detected.

Save, print, or display the information generated by the utility.

You should run tests and have the printed report available before

placing a call to the Customer Support Center.

1–2 www.hp.com Troubleshooting Guide

Computer Diagnostic Features

Detecting Diagnostics for Windows

Some computers ship with the Diagnostics for Windows preloaded,

but not preinstalled. You may have installed it earlier, along with

other utilities, or it may have been installed by another user.

To determine whether Diagnostics for Windows is installed:

1. Access the location of the Diagnostics icons:

❏In Windows 2000 Professional, select Start > Settings >

Control Panel.

❏In Windows XP Home or Windows XP Professional, select

Start > Control Panel > Performance and Maintenance.

2. Look through the displayed icons.

❏If icons for Configuration Record and Diagnostics for

Windows are included, the Diagnostics for Windows utility is

installed.

❏If icons for Configuration Record and Diagnostics for

Windows are not included, the Diagnostics for Windows

utility may be loaded, but not installed.

Troubleshooting Guide www.hp.com 1–3

Computer Diagnostic Features

Installing Diagnostics for Windows

If Diagnostics for Windows is not preloaded, you can download the

Diagnostics for Windows SoftPaq from the following Web site:

www.hp.com/support

The following 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. Install the Diagnostics for Windows utility:

❏In Windows XP, select Start > Setup Software icon. Select

Diagnostics for Windows > Next button, then follow the

instructions on the screen.

❏In Windows 2000, select the Setup Software icon on the

Desktop > Diagnostics for Windows > Next button, then

follow the instructions on the screen.

❏In either Windows XP or Windows 2000, if the Setup

Software icon is not on the Desktop or in the Start menu, run

the Setup program from the C:\CPQAPPS\DIAGS directory

or select Start > Run and type the following in the command

line: C:\CPQAPPS\DIAGS\SETUP.

3. Click Next to install 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 Diagnostics for Windows.

✎If you want to upgrade an existing version of Diagnostics

for Windows installed on the computer, visit www.hp.com/support to

locate and download the latest Diagnostics for Windows SoftPaq.

1–4 www.hp.com Troubleshooting Guide

Computer Diagnostic Features

Using Categories in Diagnostics for Windows

To use the categories do the following:

1. Click Start > HP Information Center > Diagnostics for

Windows.You can also select the Diagnostics for Windows

icon, located in the Control Panel.

The screen displays the overview of the computer hardware and

software.

❏In Windows 2000 Professional, select Start > Settings >

Control Panel, then select Diagnostics for Windows.

❏In Windows XP Home and Windows XP Professional, select

Start > Control Panel > Performance and Maintenance,

then select Diagnostics for Windows.

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 the 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.

✎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 Diagnostics for Windows, click File, and then click Exit.

Troubleshooting Guide www.hp.com 1–5

Computer Diagnostic Features

Menu Bar—File, Categories, Navigation, Level, Tab, Help

At the top of the 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

Tool Bar—Icons for Different Categories of Information

Below the Menu Bar, the Tool Bar contains 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

1–6 www.hp.com Troubleshooting Guide

Computer Diagnostic Features

Tabs—Overview, Test, Status, Log, Error

Below the Tool Bar 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.

Running Diagnostic Tests in Diagnostics for Windows

To run diagnostic tests:

1. Click Start > HP Information Center > Diagnostics for

Windows.You can also select the Diagnostics for Windows

icon, located in the Control Panel.

❏In Windows 2000 Professional, select Start > Settings >

Control Panel, then select Diagnostics for Windows.

❏In Windows XP Home and Windows XP Professional, select

Start > Control Panel > Performance and Maintenance,

then select Diagnostics for Windows.

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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