HP Net PC 20 User manual

Troubleshooting Guide

HP NetPC, HP SmallPC

& HP NetVectra

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Notice

The information contained in this document is subject to change

without notice.

Hewlett-Packard makes no warranty of any kind with regard to this

material, including, but not limited to, the implied warranties of

merchantability and fitness for a particular purpose. Hewlett-Packard

shall not be liable for errors contained herein or for incidental or

consequential damages in connection with the furnishing, performance,

or use of this material.

This document contains proprietary information that is protected by

photocopied, reproduced, or translated to another language without the

prior written consent of Hewlett-Packard Company.

Matrox®is a registered trademark of Matrox Graphics Inc.

AdobeTM and AcrobatTM are trademarks of Adobe Systems Incorporated.

Microsoft®, MS®, MS-DOS®, Windows and Windows NT® are U.S.

registered trademarks of Microsoft Corporation.

Hewlett-Packard France

Thin Client Operation

38053 Grenoble Cedex 9

France

1999 Hewlett-Packard Company

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English iii

Who this Manual is For

This manual is for anyone who wants to troubleshoot problems on their

HP NetPC, SmallPC and NetVectra PC and find out where to get more

information and support.

Important Ergonomic Information

It is strongly recommended that you read the ergonomic information

before using your PC. To view this information you can connect to HP’s

ergonomic web site at http://www.hp.com/ergo.

Important Safety Information

WARNING For your safety, never remove the PC's cover without first removing the power

cord and any connection to a telecommunication network. Always replace the

cover before switching the PC on again.

There is a danger of explosion if the battery is incorrectly installed. For your

safety, never attempt to recharge, disassemble, or burn the old battery.

Replace only with the same or equivalent type recommended by the

manufacturer. The battery in this PC is a lithium battery that does not contain

heavy metals. Nevertheless, in order to protect the environment, do not

dispose of batteries in household waste. Please return used batteries to the

shop from which you bought them, to the dealer from whom you purchased

your PC, or to HP so they can either be recycled or disposed of in a sound way.

Returned used batteries will be accepted free of charge.

If you have a modem:

Do not attempt to connect this product to the phone line during a lightning

storm. Never install telephone jacks in wet locations unless the telephone line

has been disconnected at the network interface. Never touch uninsulated

telephone wires or terminals unless the telephone line has been disconnected

at the network interface. Use caution when installing or modifying telephone

lines. Avoid using a telephone (other than a cordless type) during an lightning

storm. There may be a risk from lightning.

Do not use the telephone to report a gas leak in the vicinity of the leak.

Never touch or remove the Communications board without first removing the

connection to the telephone network.

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Contents

English

Problems with Your PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

If There Is No Power . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

If There Is Nothing Displayed on the Screen . . . . . . . . . . . . . . 9

If There Is a Memory Test Error . . . . . . . . . . . . . . . . . . . . . . . 10

If There Is a Keyboard or Mouse Test Error . . . . . . . . . . . . . 11

If There Is a Floppy Disk Drive Test Error . . . . . . . . . . . . . . 12

If There Is a Hard Disk or CD-ROM Drive Test Error . . . . . . 13

If There Is a CMOS Test Error . . . . . . . . . . . . . . . . . . . . . . . . 14

If There Is a Serial or Parallel Port Test Error . . . . . . . . . . . 15

Other Configuration Problems . . . . . . . . . . . . . . . . . . . . . . . . 16

Replacing the Internal Battery . . . . . . . . . . . . . . . . . . . . . . . . 17

If You Cannot Turn Off Your PC . . . . . . . . . . . . . . . . . . . . . . . 18

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English v

If You Have Forgotten Your Password . . . . . . . . . . . . . . . . . . .19

If the Wake On LAN Feature Does Not Work . . . . . . . . . . . . . 20

If There Is an IRQ Problem . . . . . . . . . . . . . . . . . . . . . . . . . . . .21

If Your PC Has an Audio (Sound) Problem . . . . . . . . . . . . . . .22

If Your PC Has a Software Problem . . . . . . . . . . . . . . . . . . . . .23

Recovering Hard Disk Contents . . . . . . . . . . . . . . . . . . . . . . . . 24

HP Setup Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Further Troubleshooting for Hardware Problems . . . . . . . . . 26

Hewlett Packard Support and Information Services . . . . . . . 30

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Troubleshooting Your PC

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1 Troubleshooting Your PC

Problems with Your PC

7English

Problems with Your PC

Problem Cause and Solution

If there is no power Refer to page 8

If there is nothing displayed on the screen Refer to page 9

If there is a memory test error Refer to page 10

If there is a keyboard or mouse test error Refer to page 11

If there is a floppy disk drive test error Refer to page 12

If there is a hard disk or CD-ROM drive test error Refer to page 13

If there is a CMOS test error Refer to page 14

If there is a serial or parallel port test error Refer to page 15

Other configuration problems Refer to page 16

You cannot turn off the PC The PC is frozen in power

saving mode

Refer to

page 18

You have forgotten your password Refer to page 19

The Wake On LAN feature does not work Refer to page 20

There is an IRQ problem when you install an accessory board The IRQ used by the

accessory board is

conflicting with the IRQ used

by another device

Refer to

page 21

The PC has an audio problem Refer to page 22

The PC has a software problem Refer to page 23

You want to recover the contents of your hard disk Refer to page 24

You want to verify your PC’s configuration Refer to page 25

You want to solve problems with your disk drives and accessory

boards

Refer to page 26

You want to know how to get more information and support Refer to page 30

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English 8

1 Troubleshooting Your PC

If There Is No Power

Problem Check that... How

PC does not start – the

PC’s power-on indicator

is not illuminated.

The PC’s power cord is

correctly connected.

Connect the power cord to a grounded

power outlet and the PC.

The PC’s power outlet is

working.

Plug a light into the grounded power outlet

and check it illuminates.

If the PC still does not start

WARNING: For your

safety, never remove

the PC’s cover without

first removing the

power cord from the

power outlet, and any

connection to a

telecommunication

network. Always

replace the cover

before switching the

PC on again.

None of the internal

devices are causing the

problem.

•Disconnect the PC’s power cord.

•Open the PC.

•Remove internal power connectors from

all internal devices.

•Reconnect the PC’s power cord.

•Reconnect the power connectors one by

one to the internal devices to see which

device is defective.

•Contact HP Support or your authorized

dealer.

If the PC still does not start

WARNING: To avoid

electric shock, do not

open the power

supply. There are no

user serviceable parts

inside.

It is not the power

supply unit that is

causing the problem.

•Replace the power supply unit by a

known working power supply from

another similar PC.

•If the PC starts, contact HP Support or

your authorized dealer; the power supply

unit might need replacing.

If the problem persists, contact HP Support or your authorized dealer

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1 Troubleshooting Your PC

If There Is Nothing Displayed on the Screen

9English

If There Is Nothing Displayed on the Screen

Problem Check that... How

PC’s power indicator

light and hard disk

activity light work but

the screen remains

blank.

The monitor is switched

ON (LED is on).

Refer to the monitor manual for an explanation of the LED

signals (green, orange, or blinking).

The monitor’s power

cord is correctly

connected.

Connect the power cord – ensure it is plugged into a

grounded power outlet and into the monitor.

The monitor’s power

outlet is working.

Plug a light into the grounded power outlet and check it

illuminates.

If the monitor still does not work

The monitor’s

brightness and contrast

settings are correct.

Refer to the monitor manual if necessary.

If the monitor still does not work

The video cable pins are

not damaged.

•Switch off and unplug the monitor.

•Disconnect the video cable and straighten any bent pins.

•Reconnect the video cable.

•Switch on the monitor and see if it works.

If the monitor still does not work

The monitor itself is not

faulty.

•Replace the monitor by a known working monitor from

another similar PC.

•If the monitor starts, contact HP Support or your

authorized dealer. The monitor may need to be replaced.

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English 10

1 Troubleshooting Your PC

If There Is a Memory Test Error

Problem Check that... How

Power-On-Self-Test displays a

memory test error.

WARNING: For your safety,

never remove the PC’s cover

without first removing the

power cord from the power

outlet, and any connection to

a telecommunication

network. Always replace the

cover before switching the PC

on again.

The PC’s memory

modules are correctly

installed.

•Disconnect the power cord.

•Open the PC.

•Check the memory modules are of the

correct type and in the correct sockets.

•Close the PC, reconnect the power cord

and check that the PC boots (starts).

•Refer to the Accessories Guide for more

information.

If the PC still does not boot

The PC’s memory

modules are working.

•Disconnect the power cord.

•Open the PC.

•Replace the memory modules by known

good memory modules from a similar

PC.

•Close the PC, reconnect the power cord

and check that the PC boots (starts).

•Refer to the Accessories Guide for more

information.

If the PC still does not boot

The system board is

working.

•Disconnect the power cord.

•Open the PC.

•Replace the system board by a known

good board from a similar PC.

•Close the PC, reconnect the power cord

and check that the PC boots (starts).

•If the PC works, contact HP Support or

your authorized dealer for further

troubleshooting information.

If the problem persists, contact HP Support or your authorized dealer

drac.bk : drac-1.fb4 Page 10 Thursday, March 4, 1999 12:45 PM

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