HP E-diagtools 4.0 User manual

e-diagtools 4.0

user’s guide

www.hp.com/go/e-diagtools

hp compaq business pcs

hp workstations & servers

hp notebook pcs

Notice

The information contained in this document is subject to change without notice.

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but not limited to, the implied warranties of merchantability and fitness for a particular

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Other brand and product names may be registered trademarks or trademarks of their

respective holders.

HP France

Business Desktop Division

38053 Grenoble Cedex 9

France

May 2002 Version for e-Diagtools 4.0

HP e-Diagtools 4.0 User’s Guide

Who Should Read This Book?

This manual is for anyone who wants to:

•Diagnose hardware problems on an HP computer

•Understand the purpose of e-Diagtools

•Learn how to use e-Diagtools

•Know what to do when an e-Diagtools test fails

•Provide their support provider with more information for solving problems quickly

and effectively

•Learn about advanced topics for IT or MIS personnel, such as the HP Protected

Partition and the Virtual Call Assistant

•Find out where to get more information and support.

What is e-Diagtools?

The first step in solving a problem with a computer 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

•Diagnose hardware-related problems

•Provide precise information to support providers so that they can solve any problem

quickly and effectively.

e-Diagtools is not a repair tool.

Compatibility

e-Diagtools 4.0 is compatible with:

•Selected HP Compaq Business PCs released after May 2002.

•Selected HP Notebook platforms released from April 2002.

•For HP Workstation and Server platforms, this information will be announced at a

later date.

For more detailed information, refer to the HP support web sites (refer to page 7).

NOTE e-Diagtools 4.0 is not compatible with HP computers that use e-Diagtools 3.5x or earlier.

Other versions of e-Diagtools and Diagtools are available for all HP Brio, e-pc, Kayak,

Vectra and Notebook PCs via the HP support web sites (refer to page 7).

4English

What’s New in e-Diagtools Version 4.0

e-Diagtools 4.0 has these new features:

•On selected Business PCs, e-Diagtools is now installed in the new HP Protected

Partition. This partition is not only invisible to the user and to the standard

partitioning tools, but it is also protected from deletion. This means that e-Diagtools

is always available on all the latest Compaq Corporate PCs by restarting your PC and

pressing F8 just after startup.

(For HP Notebook PCs and HP Workstations, e-Diagtools 4.0 is still installed in the

Utility Partition, which was used for e-Diagtools 3.5x. For more information, refer to

the e-Diagtools 3.5x User’s Guide, available from the web sites described on page 7.)

•New, more efficient and accurate hardware diagnostics tests

•An improved user interface, including the use of function keys in the main menu,

simplified advanced test screen, and an improved test progress indicator

•More information than before in the Support Ticket, including a history log which

collects information every time you run e-Diagtools

•A Windows utility to retrieve the Support Ticket in HTML format so that you can save,

print or email the Support Ticket.

In addition, these previous features are still available:

•Step-by-step troubleshooting recommendations if there is a test warning or error

•Available in English, French, German, Italian, Spanish, Portuguese, Simplified

Chinese and Japanese

•Upgrades to the latest version of e-Diagtools are available from the HP support web

site (see Web Links).

Overview of e-Diagtools

e-Diagtools has four main components:

Other e-Diagtools Documentation

Apart from this User’s Guide, the following documentation is also available:

•e-Diagtools 4.0 Quick Tour

This HTML tour provides a useful online introduction and overview of e-Diagtools 4.0.

It is available on the e-Diagtools web site www.hp.com/go/e-diagtools.

•Virtual Call Assistant User’s Guide

This document explains how to install, configure and use the Virtual Call Assistant,

an e-Diagtools diagnostic aid that is capable of detecting and recognizing audio error

signals from remote computers. It is available on your HP computer’s support web site

(refer to page 7 for web addresses).

Pre-boot diagnostics

on selected HP Compaq Business PCs

and HP Workstations

(not supported on HP Notebook PCs)

A dedicated micro-controller on the system board tests the computer’s hardware

and peripherals during boot.

The pre-boot diagnostics device issues a sequence of audible beeps that helps

diagnose a problem when the computer cannot boot.

Core tests The e-Diagtools core tests provide hardware detection, basic and advanced

system tests, and a Support Ticket that contains a complete record of the test

results and the computer’s configuration.

Support Ticket The Support Ticket is a full diagnostic report that allows your authorized support

organization to analyze hardware problems and provides solutions.

In e-Diagtools, you can save the Support Ticket on a floppy disk. (If you do not

have a floppy disk, you can use the utilities described below).

e-Diagtools for Windows

(Notebook PCs)

Get Support Ticket utility

(Other HP computers)

These utilities are useful for computers that have no floppy drive.

Notebook PCs:

You can retrieve the Support Ticket to save, view, print or email it using

e-Diagtools for Windows.

All other HP computers:

Using the Get Support Ticket utility in Windows, you can retrieve the Support

Ticket in HTML format to save, view, print or email it. This utility is available at

www.hp.com/go/e-diagtools.

6English

Media for HP Compaq Business PCs

e-Diagtools 4.0 is supplied on the following media:

•The hard disk partition for e-Diagtools pre-installed on your computer

(supplied on some Business PCs released after May 2002).

This is the recommended version of e-Diagtools to use for Business PCs.

An upgrade to the latest version of e-Diagtools for the hard disk partition is available

from the HP support web (see Web Links).

•The HP Image Library & Diagnostics CD-ROM

(supplied with some Business PCs released after May 2002).

This CD-ROM cannot run e-Diagtools but allows you to re-install e-Diagtools on your

hard disk during a full system or advanced recovery.

•The HP e-Diagtools CD-ROM

(supplied with some Windows and Linux HP computers released after May 2002.)

Boot from this CD-ROM to run e-Diagtools.

For more detailed information, refer to the HP support web sites (refer to page 7).

Media for HP Notebook PCs and HP Workstations

e-Diagtools 4.0 is supplied on the following media:

•The HP Utility Partition for e-Diagtools pre-installed on your computer's hard disk

(supplied on new HP computers released from April 2002).

An upgrade to the latest version of e-Diagtools for the hard disk partition is available

from the HP support web (see Web Links).

•The Recovery CD-ROM for HP Notebook PCs (supplied with most new HP Notebook

PCs released from April 2002).

For more detailed information, refer to the HP support web sites (refer to page 7).

Upgrading e-Diagtools on your computer’s hard disk partition

HP Compaq Business

PCs

You can download the latest version of e-Diagtools from the support web site (refer to

page 7 for web addresses).

HP Notebook PCs You can upgrade e-Diagtools using e-Diagtools for Windows, described in chapter 7,

“e-Diagtools for Windows (Notebook PCs only)“.

HP Instant Support

For selected HP computers, e-Diagtools can also be run as part of the HP Instant

Support framework.

This e-Diagtools capability is not described in this manual. For more information on HP

Instant Support, refer to: www.hp.com/go/instantsupport.

More Information and HP Support Web Sites

For more information about e-Diagtools, refer to the e-Diagtools web site:

www.hp.com/go/e-diagtools

For more information about support for your HP computer, including e-Diagtools

information, refer to the HP Support web sites:

For more information about HP Customer Care Service and Support, refer to chapter

11, “HP Customer Care Service and Support“.

HP Support www.hp.com/go/support

Business PC Support www.hp.com/go/support

HP Workstation Support www.hp.com/workstations/support

HP Notebook Support www.hp.com/go/support

(select Notebook PCs)

8English

Contents

1 Pre-Boot Diagnostics and BIOS Errors

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

Pre-Boot Audio Signal and Beeps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

BIOS Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

What to Do if You Get a Pre-boot, BIOS, or e-Diagtools Error . . . . . . . . . . . . . . 16

Calling Your Support Provider . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Troubleshooting the Error Yourself . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

e-Diagtools Online Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

2 Starting e-Diagtools

Before Starting e-Diagtools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Starting e-Diagtools from the Hard Disk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Option 1: Starting e-Diagtools on HP Compaq Business PCs . . . . . . . . . . . . . . . . . . . . 21

Option 2: Starting e-Diagtools on HP Notebook PCs. . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Starting e-Diagtools from CD-ROM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Which CD-ROM to Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

How to Start e-Diagtools from CD-ROM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

The e-Diagtools Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

F1 ? (Help). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Run e-Diagtools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Hot Key for Advanced System Tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Exit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Support Ticket (when available) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Select Language. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

3 e-Diagtools Hardware Detection

Overview of Hardware Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Hardware Detection Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

If a Component is Not Detected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

4 e-Diagtools Basic System Test

Overview of the Basic System Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Contents

10 English

How to Run the Basic System Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Test Result: PASSED. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Test Result: WARNING or FAILED. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Important Recommendation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

What is Tested . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

5 Advanced System Tests

Overview of the Advanced System Tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

How to Enter the Advanced System Tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

How to Run an Advanced System Test. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Test Result: PASSED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Test Result: WARNING or FAILED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Important Recommendation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

6 The Support Ticket

What is the Support Ticket? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Some Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

The e-Diagtools Support Ticket Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Accessing the Support Ticket Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Performing Actions in the e-Diagtools Support Ticket Screen . . . . . . . . . . . . . . . . . . 48

Retrieving the Support Ticket from Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

7 e-Diagtools for Windows (Notebook PCs only)

What is e-Diagtools for Windows?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

“e-Diagtools for Windows” Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Support Ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

BIOS Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Download and Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Connection Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Info. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

8 The HP Protected Partition

What is the HP Protected Partition? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Properties of the HP Protected Partition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

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