HP Compaq tc4400 User manual

Troubleshooting

Document Part Number: 383067-003

December 2005

Troubleshooting ii

Contents

1 Quick checklist

The computer will not start up. . . . . . . . . . . . . . . . . . . . . 1–2

The computer screen is blank. . . . . . . . . . . . . . . . . . . . . . 1–3

The software is functioning abnormally. . . . . . . . . . . . . . 1–5

The computer is turned on, but is not responding.. . . . . . 1–6

The computer is unusually warm. . . . . . . . . . . . . . . . . . . 1–7

An external device is not working. . . . . . . . . . . . . . . . . . 1–8

The computer cannot connect to a wireless network. . . . 1–9

2 Customer Care

Preparing to contact Customer Care . . . . . . . . . . . . . . . . 2–1

Contacting Customer Care by e-mail or telephone . . . . . 2–2

Taking the computer to a service partner. . . . . . . . . . . . . 2–2

Troubleshooting 1–1

Quick checklist

If you experience computer problems, follow the troubleshooting

steps below.

1. Refer to the information in this chapter.

2. Access additional information about the computer and

Web site links through the Help and Support Center.

✎Although many checkup and repair tools require an Internet

connection, other tools can help you fix a problem when the

computer is offline.

3. Contact Customer Care for any further assistance. Refer

to the “Customer Care” chapter in this guide.

1–2 Troubleshooting

Quick checklist

The computer will not start up.

To turn on the computer, press the power button. When the

computer is turned on, the power light is turned on.

If the computer and the power light are not turned on when you

press the power button, adequate power may not be available to

the computer.

The suggestions below may help you determine why the

computer will not start up.

■If the computer is plugged into an AC outlet, verify that the

AC outlet is providing adequate power by plugging another

electrical device into the outlet.

■If the computer is running on battery power or is plugged into

an external power source other than an AC outlet, plug the

computer into an AC outlet using the AC adapter. Be sure the

power cord and AC adapter connections are secure.

■If the computer is running on battery power:

❏Remove the primary battery pack and travel battery pack

(if applicable) and plug the computer into an AC outlet

using the AC adapter. If the computer starts up, one of the

battery packs may need to be replaced.

❏If the battery light on the front of the computer is

blinking, the battery pack has reached a low-battery

condition, which may not allow the computer to start up.

Plug the computer to an AC outlet using the AC adapter

to start the computer and allow the battery to charge.

Quick checklist

Troubleshooting 1–3

The computer screen is blank.

If you have not turned off the computer but the screen is blank,

one or more of the following may be the cause:

■The computer may be in standby or hibernation.

■The computer may not be set to display the image on the

computer screen.

■The display switch or the ambient light sensor (select

models only) may not be functioning properly.

The suggestions below may help you determine why the

computer screen is blank.

■To resume from standby or restore from hibernation,

briefly press the power button.

Standby and hibernation are energy-saving features that

can turn off the display. Standby and hibernation can be

initiated by the system while the computer is in Microsoft®

Windows® but is not in use, or when the computer has

reached a low-battery condition. To change these and other

power settings, select Start > Control Panel > Performance

and Maintenance > Power Options.

■To transfer the image to the computer screen, press fn+f4.

On most models, when an optional external display device,

such as a monitor, is connected to the computer, the image

can be displayed on the computer screen or the external

display, or on both devices simultaneously. When you press

fn+f4 repeatedly, the image alternates among the computer

display, one or more external display devices, and

simultaneously displays on all devices.

1–4 Troubleshooting

Quick checklist

■Press the display switch on the computer to confirm that the

switch moves freely.

The display switch is normally located on the upper-left

corner of the keyboard.

■If the computer has a magnetic display switch (select models

only), be sure that the computer is not near a strong magnetic

field and that no magnetized items (for example, a

magnetized screw driver) are laying on the computer.

■If the computer has an ambient light sensor (select models

only), be sure that the sensor is not obstructed.

The ambient light sensor is normally located on the lower-left

corner of the display.

Quick checklist

Troubleshooting 1–5

The software is functioning

abnormally.

If the software becomes unresponsive or responds abnormally:

■Restart the computer:

❏In Windows XP Home, select Start > Turn Off

Computer > Restart.

❏In Windows XP Professional, select Start > Turn Off

Computer > Restart > OK. (If you have been registered

to a domain, the button you click will be called Shut

Down instead of Turn Off Computer.)

If you cannot restart the computer using these procedures,

refer to the next section, “The computer is turned on, but is

not responding.”

■Run a virus scan.

■If the computer feels unusually warm, allow it to cool to

room temperature. For more information about computer

overheating, refer to “The computer is unusually warm.”later

in this guide.

■If you are using an optional wireless mouse, make sure that

the mouse battery has an adequate charge.

1–6 Troubleshooting

Quick checklist

The computer is turned on, but is not

responding.

If the computer is turned on, but is not responding to software

applications or keyboard commands, try first to shut down

the computer through the operating system by selecting Start >

Turn Off Computer > Turn Off. (If you have been registered to

a domain, the button you click will be called Shut Down instead

of Turn Off Computer.)

If the computer remains unresponsive, try the emergency

shutdown procedures in the following sequence:

1. If the computer is in Windows, press ctrl+alt+delete.Then,

select Shut Down > Turn Off.

2. If you cannot shut down the computer by using ctrl+alt+delete,

press and hold the power button for at least 5 seconds.

3. If you cannot shut down the computer by using the power

button, unplug the computer from external power and remove

the battery pack.

✎If you cannot turn the computer back on after shutting it down,

refer to “The computer will not start up.”

Quick checklist

Troubleshooting 1–7

The computer is unusually warm.

It is normal for the computer to feel warm to the touch while it

is in use. But if the computer feels unusually warm, it may be

overheating because a vent is blocked.

If you suspect that the computer is overheating, allow the

computer to cool to room temperature. Then be sure to keep all

vents free from obstructions while you are using the computer.

ÄCAUTION: To prevent overheating, do not obstruct vents. Use the

computer only on a hard, flat surface. Do not allow another hard

surface, such as a printer, or a soft surface, such as a pillow or a thick

rug or clothing, to block airflow.

✎The computer fan starts up automatically to cool internal

components and prevent overheating. It is normal for the internal

fan to cycle on and off during routine operation.

1–8 Troubleshooting

Quick checklist

An external device is not working.

If an external device does not function as expected:

■Turn on the device as instructed in the device user guide.

Some devices, such as monitors and printers, may not be

computer is turned on.

■Be sure that

❏All device connections are secure.

❏The device is receiving electrical power.

❏The device is compatible with your operating system. For

compatibility information, refer to the Web site of the

device manufacturer.

❏The correct drivers are installed and updated. Drivers

may be available on a CD included with the device or

on the Web site of the device manufacturer.

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