HP HDD User manual

HDD Troubleshooting Guide Page 1 of 48

HP HARD DISK DRIVE

TROUBLESHOOTING GUIDE

HDD Troubleshooting Guide Page 2 of 48

TABLE OF CONTENTS

1 Drive Self Test (DST) ...................................................................... 3

1.1 Introduction..................................................................................................... 3

1.2 Tools and Diagnostics: Drive Self Test – DST............................................ 3

1.3 DST Benefits.................................................................................................... 3

2Running the Drive Self Test - DST .................................................. 5

2.1 Option 1: Run DST using Drive Protection System from the system

BIOS5

2.1.1 Run DST from system BIOS -- HP notebook examples.................... 7

2.1.2 Run DST from system BIOS -- HP workstation example............... 15

2.1.3 Run DST from system BIOS -- HP desktop example...................... 18

2.2 Option 2: Run DST from HP Instant Support Web Site.......................... 21

2.3 Option 3: Run DST from HP Insight Diagnostics Offline Edition........... 26

3Hard disk drive troubleshooting flow charts ................................ 33

3.1 FLOW CHART 1: Run the Short Drive Self Test....................................... 33

3.2 FLOW CHART 2: HDD error and operating system will not boot -- with

video........................................................................................................................ 34

3.3 FLOW CHART 3: No OS boot and HDD makes clicking noise................ 35

3.4 FLOW CHART 4: Noisy HDD and OS boots.............................................. 36

3.5 FLOW CHART 5: Operating System Will Not Boot................................... 37

3.6 FLOW CHART 6: Hangs during operation................................................. 38

3.7 FLOW CHART 7: Drive error during operation......................................... 39

3.8 FLOW CHART 8: HDD utilities report errors............................................. 40

3.9 FLOW CHART 9: Blue screens.................................................................... 41

3.10 FLOW CHART 10: Cannot run Drive Self Test due to failure................. 42

3.11 FLOW CHART 11: Drive Self Test is Not Enabled in BIOS setup.......... 43

4Operating system and CMOS help ................................................ 44

4.1 How to do a System Restore...................................................................... 44

4.2 How to re-install the Operating System.................................................... 46

4.3 How to Clear and Reset the CMOS on Desktop Computers................... 47

HDD Troubleshooting Guide Page 3 of 48

1 Drive Self Test (DST)

1.1 Introduction

The troubleshooting flow charts presented in section 3 are to be used to improve the

use of the Drive Self Test (DST). The purpose of these flow charts is to increase

solution/resolution accuracy in order to increase customer satisfaction with higher

system uptime. Use of the flow charts will decrease the need for re-repairs and will

decrease no fault found rates. It is critical that these flow charts are followed when a

hard disk drive (HDD) may be the cause of the failure and the failure may result in the

replacement of the hard disk drive. Below are some definitions and explanations for

using tools associated with these flows charts.

1.2 Tools and Diagnostics: Drive Self Test – DST

The Drive Self Test (DST) is an integral part of most hard disk drives shipped today.

Depending on the product, DST can be launched in several ways including from DPS in

the BIOS, from HP Insight Off-line Diagnostics and from HP Instant Support.

DST consists of 2 tests:

¾There is a short (“quick”) test that takes 2 to 5 minutes to complete from

start to finish and tests the basic functionality of the drive.

¾There is a long (“comprehensive”) test that takes much longer to complete.

The length of the test varies depending on the size of the drive and can take

anywhere from 20 minutes for smaller drives up to a couple of hours for larger

drives.

1.3 DST Benefits

•This test does not erase data when a failure is found.

•Accuracy: failure of either of these two tests assumes 100% failure of HDD and

the HDD must be replaced. Successful passing of the quick test gives a 90%

assurance that the drive is good. Successful passing of the long test is a close to

100% assurance that the drive is good.

•This test is developed by each hard disk drive manufacturer based on common

industry standards. It is loaded on the hard disk drive during manufacturing.

•Predictive ability: this test can detect potential failure that could occur if the user

continues to use the hard disk drive.

HDD Troubleshooting Guide Page 4 of 48

•It can be invoked in 3 different ways: from the system BIOS, from the HP web

site (HP Instant Support) and from a bootable CDROM (HP Insight Diagnostics

Off-line Edition). It is available for customers and support partners on the HP

Web site during the life of the product.

•The DST is available for:

-Most desktops built from 2000

-Most workstations built from 2002

-All notebooks built from 2003

•DST results are logged on the hard disk drive itself for analysis by the HP repair

vendor when the hard disk drive is returned for repair.

NOTE: Troubleshooting help for many HP desktops and workstations can be found in

the troubleshooting guides located on the HP Web site.

- Go to http://www.hp.com.

- Select “Support & Troubleshooting”.

- Select “See support and troubleshooting”, then desired product

- Within the self-help resources section, select “manuals”.

- Select the appropriate manual.

HDD Troubleshooting Guide Page 5 of 48

2Running the Drive Self Test - DST

There are three different ways to run DST on supported hard disk drives. Not all HP

computers support all three options. (See the DST Product Support Matrix on the CSN

Diagnostic Tools page (speedcode TDIA) for details.)

Option 1: Run DST using Drive Protection System from the system BIOS.

Option 2: Run DST from HP Instant Support Web site.

Option 3: Run DST from the HP Insight Diagnostics Offline Edition.

2.1 Option 1: Run DST using Drive Protection System from the system BIOS

Most HP computers contain DPS in the BIOS which will allow the launch of the DST for

most hard disk drives. DPS does not support SCSI and will not be available for these

drives. Most SATA and IDE hard disk drives support DST. Most DPS systems launch

both Quick and Comprehensive tests on the hard disk drive. The first test is the Quick

test. The Comprehensive test may launch automatically after the completion of the

Quick test and can be aborted if only the Quick test is desired.

Procedure: to access DPS through computer setup, follow these steps:

1. Turn on or restart the computer.

2. During POST, when the F10 Setup message appears in the lower portion of the

screen, press the F10 key to enter Computer Set-up.

(For some computers you will need to press the F2 function key instead of the

F10 function key to get into setup. Your computer will display a message

identifying the appropriate function key.)

If you do not press the F10 (or F2) key while the message is displayed, you

must restart the computer to access the utility.

Select language.

A choice of headings appears in the Computer Setup Utilities menu; some of

these may be:

“File, Storage, Security, Power, Advanced” or

“File, Security, Tools, Advanced” …

3. Under “Storage” or “Tools” or possibly another heading you will find

“IDE DPS Self-Test” or “HDD Self-Test”.

The screen will display the list of DPS-capable hard disk drive that are installed

on the computer.

HDD Troubleshooting Guide Page 6 of 48

If no DPS-capable hard disk drive are installed, the “IDE DPS Self-Test” or

“HDD Self-Test” option will not appear on the screen. (Note: SCSI drives are

not DPS-capable drives)

4. Select the hard disk drive to be tested using the up and down arrow keys.

Press F10 to accept selection

Follow the menu screens to run the desired test.

For some computers, the Quick and Comprehensive tests are run consecutively.

To run the Quick test only, allow the Quick test to complete and once the

Comprehensive test has started, press “esc” to abort the test. A failure message

will appear after the Quick test if there are any failures.

When either test has been completed, one of three messages will be displayed:

•Test Succeeded. Completion Code 0.

•Test Aborted. Completion Code 1 or 2.

•Test Failed. Drive replacement recommended. Completion Code 3-14.

(e.g. Test Failed. Drive replacement recommended. Completion Code 7.)

The completion code, if available, should be recorded for use on the warranty

claim and utilized in diagnosing the computer problem.

If the Comprehensive Test is aborted after the hard disk drive passes the Quick

test, only the “Test Aborted” message will appear.

HDD Troubleshooting Guide Page 7 of 48

2.1.1 Run DST from system BIOS -- HP notebook examples

CASE 1: Quick DST & Comprehensive DST automatically run consecutively

During POST

•Press the [F10] key

•Select:

Tools -

HDD Self-Test options

F10=ROM Base Setup

Bios Version

File Security Tools Advanced

ctivate HDD Self-Test Options

F1=Help

Battery Status

Tools

HDD Self-Test options

Computer Setup

HDD Troubleshooting Guide Page 8 of 48

Select the listed hard disk drive

•Press [F10] = Select

•You will see a message like

“Estimated execution time

(min): 48”

NOTE: The displayed time is

the sum of the Quick + the

Comprehensive tests.

•Press [F10] = Continue

The Quick DST starts first.

- If the hard disk drive has a

failure, the test stops and an

error message pops up.

Computer Setup Bios Version

File Security Tools Advanced

ctivate HDD Self-Test Options

F1=Help

Tools

F10=Select, ESC=Cancel

Notebook hard drive

HDD Self-Test options

Battery Status

HDD Self-Test options

Computer Setup Bios Version

File Security Tools Advanced

ctivate HDD Self-Test Options

F1=Help

Tools

F10=Continue, ESC=Cancel

Estimated execution time (min): 48

HDD Self-Test

Battery Status

HDD Self-Test options

Computer Setup Bios Version

File Security Tools Advanced

ctivate HDD Self-Test Options

F1=Help

Tools

Self test in progress …………… x% complete

HDD Self Test

Battery Status

HDD Self-Test options

Test 1 (Quick)

ESC=Cancel

HDD Troubleshooting Guide Page 9 of 48

- If the hard disk drive is good,

the test finishes within 2

minutes.

Then Comprehensive DST

starts automatically.

- If the hard disk drive has a

failure, the test stops and an

error message pops up.

NOTE: user can stop the test

at any time by pressing the

[ESC] = Cancel key.

- If the hard disk drive is good,

the test finishes within 40 to

120 minutes.

Press any key to go back to the

starting menu.

Computer Setup Bios Version

File Security Tools Advanced

ctivate HDD Self-Test Options

F1=Help

Tools

Test succeeded

HDD Self Test

Battery Status

HDD Self-Test options

Test 1 (Quick)

ESC=Cancel

Test 2 (Comprehensive)

Self test in progress …………… x% complete

Computer Setup Bios Version

File Security Tools Advanced

ctivate HDD Self-Test Options

F1=Help

Tools

Test succeeded

HDD Self Test

Battery Status

HDD Self-Test options

Test 1 (Quick)

Press any key to continue

Test 2 (Comprehensive)

Test succeeded

Computer Setup Bios Version

File Security Tools Advanced

ctivate HDD Self-Test Options

F1=Help

Tools

F10=Select, ESC=Cancel

Notebook hard drive

HDD Self-Test options

Battery Status

HDD Self-Test options

HDD Troubleshooting Guide Page 10 of 48

User stops Comprehensive

DST

The “Aborted” message is

displayed.

The “Aborted” message could

also look like this.

Computer Setup Bios Version

File Security Tools Advanced

ctivate HDD Self-Test Options

F1=Help

Tools

Test succeeded

HDD Self Test

Battery Status

HDD Self-Test options

Test 1 (Quick)

ESC=Cancel

Test 2 (Comprehensive)

Aborted

Computer Setup Bios Version

File Security Tools Advanced

ctivate HDD Self-Test Options

F1=Help

Tools

Test succeeded

HDD Self Test

Battery Status

HDD Self-Test options

Test 1 (Quick)

Test 2 (Comprehensive)

Test stopped by host

Press any key to continue

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