HP E-Diagtools 3.02 Manual

HP e-PCs

HP Brio PCs

HP Vectra PCs

HP Kayak PC Workstations

HP Notebook computers

e-Diagtools Version 3.0 -3.02

User’s Guide

Notice

The information contained in this document is subject to change

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 2000 Hewlett-Packard Company

Doc er. 4.0 09/00 for e-Diagtools 3.01-3.02

iii

HP e-Diagtools 3.01-3.02 information roadmap

Who Should Read This Boo ?

This manual is for anyone who wants to:

•Diagnose hardware problems on a HP computer

•Understand the purpose of e-Diagtools

•Learn how to use e-Diagtools

•Know what to do when a problem is detected by the e-Diagtools

pre-boot diagnostic capability

•Know what to do when a test fails

•Pro ide your support pro ider with more information for sol ing

problems quickly and effecti ely

•Find out where to get more information and support.

What is e-Diagtools?

The first step in sol ing a problem with a PC is diagnosis.

HP’s e-Diagtools helps you diagnose hardware-related problems on

a HP computer.

It is a series of tools designed to help you to:

•Distinguish between software and hardware problems

•Verify the correct functioning of a HP computer

•Diagnose hardware-related problems

•Pro ide precise information to support pro iders so that they can sol e

any problem quickly and effecti ely.

e-Diagtools is not a repair tool.

Overview of e-Diagtools

e-Diagtools has three main components:

❒The e-Diagtools pre-boot diagnostic capability. This generates an

audible set of beeps that helps diagnose a problem when the

computer cannot boot.

❒The e-Diagtools core tests, which pro ide hardware detection,

basic and ad anced system tests, and the possibility to generate

a Support Ticket with a complete record of the test results and

the PC’s configuration.

❒A set of functions to forward the Support Ticket to your

authorized support pro ider ia e-mail, and to retrie e and flash

the latest BIOS ersion for your computer.

Media

This ersion of HP e-Diagtools is supplied on the following media:

•The Utility Partition pre-installed on your hard disk (recommended).

•The HP PC Image Engineer - Image Library and Diagnostics

System CD-ROM for Vectra and Kayak, or Assist CD-ROM (Drivers

and Uti ities) for Brio, that may ha e been supplied with your new HP

PC.

•The HP DiagToo s CD-ROM.

•For HP Notebook PCs, this software is on the Recovery CD for

Notebook PCs

e-Features

The “e-features” of e-Diagtools are the network functions that

permit remote BIOS update, and communication of the Support

Ticket by e-mail to your support pro ider. These e-features can be

extended using TopTools to include remote troubleshooting and

diagnosis ia your LAN.

The possibility to repeat an audio error code signal to your support

pro ider, though not an ‘e-feature’, pro ides an additional and

useful remote capability of e-Diagtools.

NOTE Only the HP Utility Partition ersion of e-Diagtools supports the full

range of e-features. When you run e-Diagtools from a CD-ROM you

will not be able to send the Support Ticket ia e-mail or to update the

BIOS.

Compatibility

e-Diagtools ersion 3.01-3.02 can run on the latest models of HP

PCs:

Additional models will be supported by this ersion of e-Diagtools.

For more information refer to the HP Web site:

Versions of e-Diagtools are a ailable for older Brio, Vectra and

Kayak PC models. Other ersions of e-Diagtools are also a ailable

for HP notebook computers.

Use the latest BIOS ersion for your HP PC to enable the inclusion

of EMU error codes in the pre-boot diagnostics signals (see “BIOS

Error Message Utility (EMU)” on page 3).

Upgrading the Utility Partition Version of e-Diagtools

The latest ersion of the HP Utility Partition ersion of e-Diagtools

is a ailable on HP’s Web site:

www.hp.com/desktops/diagtools

Select your computer type and check for the latest ersion of

e-DiagTools.

HP Vectra Support www.hp.com/go/vectrasupport

HP Brio Support www.hp.com/go/briosupport

HP Kayak Support www.hp.com/go/kayaksupport

HP e-PC Support www.hp.com/go/e-pcsupport

HP notebook PCs www.hp.com/go/support

HP Instant Support

e-Diagtools can now be run as part of the HP Instant Support

framework.

This e-Diagtools capability is described elsewhere than in this

Guide. For information on HP Instant Support, refer to:

www.hp.com/go/instantsupport

NOTE HP Instant Support applies to HP desktop PCs. It does not apply to

HP notebooks.

More Information

For more information about e-Diagtools, refer to the following Web

address:

www.hp.com/desktops/diagtools

For more information about HP Customer Care Ser ice and

Support, refer to page 56.

Contents

Eng ish vii

Pre-Boot Diagnostics

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Pre-Boot Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

BIOS Error Message Utility (EMU) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

e- iagtools Core Tests Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

What to o if You Get an Error Code . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Manual Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

2 Running e-Diagtools

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Running e- iagtools from the Utility Partition on your Hard isk. . 6

Help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

BIOS Update. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

BIOS Update Clearing its Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Run e-Diagtools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Support Ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Select Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Exit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Running e- iagtools from a C -ROM . . . . . . . . . . . . . . . . . . . . . . . . . 10

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Running e-Diagtools from the HP “Reco ery” CD-ROM . . . . . . . . . . . . . 11

Running e-Diagtools from the HP DiagTools CD-ROM . . . . . . . . . . . . . . 11

viii Eng ish

3 Setting up the e-Support Features

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

The LAN Configuration Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Using the e- iagtools LAN Configuration Agent . . . . . . . . . . . . . . . 16

4 Hardware Detection

Overview of Hardware etection. . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Hardware Detection Results. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

What is etected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

If a PC Component is Not etected. . . . . . . . . . . . . . . . . . . . . . . . . . 23

5 e-Diagtools Basic System Test

Overview of the Basic System Test . . . . . . . . . . . . . . . . . . . . . . . . . . 26

How to Run the Basic System Test . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Test Result: PASSE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Test Result: WARNING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Test Result: FAILE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

What is Tested . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Eng ish ix

6 Advanced System Tests

Overview of the Advanced System Tests . . . . . . . . . . . . . . . . . . . . . . 34

How to Enter the Advanced System Tests . . . . . . . . . . . . . . . . . . . . . 34

Help on Advanced Tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

How to Run an Advanced System Test. . . . . . . . . . . . . . . . . . . . . . . . 35

Batch Tests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

What to o if a Test Fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

What to o if You Get an Error Code . . . . . . . . . . . . . . . . . . . . . . . . . 40

7 The Support Ticket

What is the Support Ticket? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Creating a Support Ticket. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Viewing the Support Ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Sending the Support Ticket to Your Support Provider. . . . . . . . . . . 44

8 e-Diagtools for Windows

What is e- iagtools for Windows?. . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

“e- iagtools for Windows” Commands. . . . . . . . . . . . . . . . . . . . . . . . 50

Support Ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

BIOS Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Download and Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Connection Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Info . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

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