HP Dx5150 User manual

Troubleshooting Guide

HP Business Desktops

dx5150 model

Document Part Number: 375373-002

August 2005

This guide provides helpful hints and solutions for troubleshooting

the above products as well as scenarios for possible hardware and

software problems.

The information contained herein is subject to change without notice.

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

Corporation in the U.S. and other countries.

The only warranties for HP products and services are set forth in the express

warranty statements accompanying such products and services. Nothing herein

should be construed as constituting an additional warranty. HP shall not be liable

for technical or editorial errors or omissions contained herein.

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

HP Business Desktops

First Edition (December 2004)

Second Edition (August 2005)

Document Part Number: 375373-002

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

Protecting the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–11

Restoring the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–11

2 Troubleshooting Without Diagnostics

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

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

Helpful Hints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–4

Solving General Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–6

Solving Power Supply Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–10

Solving Diskette Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–13

Solving Hard Drive Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–16

Solving Display Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–19

Solving Audio Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–24

Solving Printer Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–27

Solving Keyboard and Mouse Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–28

Solving Hardware Installation Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–30

Solving Network Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–33

Solving Memory Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–37

Solving Processor Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–39

Solving CD-ROM and DVD Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–40

iv www.hp.com Troubleshooting Guide

Contents

Solving Drive Key Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–42

Solving Internet Access Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–43

Solving Software Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–46

Contacting Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–47

A POST Error Messages

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

POST Diagnostic Front Panel LEDs and Audible Codes . . . . . . . . . . . . . . . . . . . . . . . A–5

B Password Security and Resetting CMOS

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

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

Using Computer Setup to Reset CMOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–3

Using the CMOS Switch to Reset CMOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–4

Backing Up the CMOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–6

C Setting up Analog/Digital Audio Output

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 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 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 by

Diagnostics for Windows. 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 XP

Home or Windows XP Professional, select Start > Control

Panel.

2. Look through the displayed icons in the Control Panel.

❏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:

http://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.

❏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

http://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, by clicking Start > Control

Panel, then select Diagnostics for Windows.

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 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, by clicking Start > Control

Panel, 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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