Compaq Presario X1000 - Notebook PC Mode d'emploi

Troubleshooting

Compaq Notebook Series

Document Part Number: 320401-002

August 2003

This guide provides instructions for solving notebook problems

yourself or with help from Compaq.

320401-002.book Page i Thursday, June 19, 2003 1:27 PM

Microsoft, MS-DOS, and Windows are trademarks of Microsoft

Corporation in the U.S. and/or other countries. SD Logo is a trademark.

The information contained herein is subject to change without notice. The

only warranties for HP products and services are set forth in the express

warranty statements accompanying such products and services. Nothing

herein should be construed as constituting an additional warranty. HP shall

not be liable for technical or editorial errors or omissions contained herein.

Troubleshooting

Compaq Notebook Series

Second Edition August 2003

First Edition June 2003

Document Part Number: 320401-002

320401-002.book Page ii Thursday, June 19, 2003 1:27 PM

Troubleshooting iii

Contents

1 Help Is Available

Quick Solutions Checklist . . . . . . . . . . . . . . . . . . . . . . . . 1–2

Is the Notebook Receiving Adequate Power? . . . . . . 1–2

Is the Notebook Turned On? . . . . . . . . . . . . . . . . . . . 1–2

Is the Notebook Overheated? . . . . . . . . . . . . . . . . . . 1–3

Is the System Unresponsive?. . . . . . . . . . . . . . . . . . . 1–3

Is an External Device Not Working?. . . . . . . . . . . . . 1–4

Is Software Functioning Abnormally? . . . . . . . . . . . 1–4

Finding the Help You Need . . . . . . . . . . . . . . . . . . . . . . . 1–6

Help from Your Notebook. . . . . . . . . . . . . . . . . . . . . 1–6

Help from Documentation . . . . . . . . . . . . . . . . . . . . . 1–6

Help from the World Wide Web . . . . . . . . . . . . . . . . 1–7

Help by Telephone. . . . . . . . . . . . . . . . . . . . . . . . . . . 1–8

Help from a Service Provider . . . . . . . . . . . . . . . . . . 1–9

2 Problems and Solutions

Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–1

Audio Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–2

Sound is not audible . . . . . . . . . . . . . . . . . . . . . . . . . 2–2

Sound does not record . . . . . . . . . . . . . . . . . . . . . . . . 2–2

Battery and Power Problems . . . . . . . . . . . . . . . . . . . . . . 2–3

Notebook does not turn on. . . . . . . . . . . . . . . . . . . . . 2–3

Notebook turns off unexpectedly . . . . . . . . . . . . . . . 2–3

Indicators are displaying a low-battery condition . . . 2–4

Battery pack does not charge. . . . . . . . . . . . . . . . . . . 2–5

Battery pack is warm after charging . . . . . . . . . . . . . 2–5

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iv Troubleshooting

Contents

Battery pack charge displays seem inaccurate . . . . . 2–6

Battery pack run time is shorter than expected . . . . . 2–7

Standby cannot be initiated . . . . . . . . . . . . . . . . . . . . 2–7

Hibernation cannot be initiated . . . . . . . . . . . . . . . . . 2–8

CD or DVD Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–9

CD or DVD drive is not recognized by the system . . 2–9

No alert sounds when a CD or DVD drive is

inserted. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–10

Notebook cannot start up from a CD or DVD. . . . . 2–10

Notebook cannot read a CD or DVD. . . . . . . . . . . . 2–10

DVD movie does not fill the screen . . . . . . . . . . . . 2–11

DVD play is erratic . . . . . . . . . . . . . . . . . . . . . . . . . 2–11

Standby or Hibernation affects CD or DVD play . . 2–12

DVD region error code is displayed . . . . . . . . . . . . 2–12

Digital Memory Card or Memory Stick problems. . . . . 2–13

Notebook does not accept a digital memory

card or Memory Stick . . . . . . . . . . . . . . . . . . . . . . . 2–13

Digital memory alerts are not audible . . . . . . . . . . . 2–13

Notebook does not recognize a digital memory

card or Memory Stick . . . . . . . . . . . . . . . . . . . . . . . 2–14

Digital memory card or Memory Stick does not

work and alerts are not audible . . . . . . . . . . . . . . . . 2–14

Display Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–15

Display is blank . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–15

Desktop icons are too large or too small . . . . . . . . . 2–16

Characters are dim or difficult to read. . . . . . . . . . . 2–16

FireWire (IEEE 1394) Problems . . . . . . . . . . . . . . . . . . 2–17

FireWire device does not work . . . . . . . . . . . . . . . . 2–17

FireWire connector has only 4 pins. . . . . . . . . . . . . 2–17

Game Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–18

Game frequently stops responding or locks up . . . . 2–18

Game sounds are erratic . . . . . . . . . . . . . . . . . . . . . 2–18

Hard Drive Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–19

Primary hard drive cannot be accessed . . . . . . . . . . 2–19

Primary hard drive is not recognized. . . . . . . . . . . . 2–19

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Contents

Troubleshooting v

Secondary hard drive is not recognized. . . . . . . . . . 2–20

Notebook cannot start from a secondary

hard drive. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–20

Infrared Communication Problems . . . . . . . . . . . . . . . . 2–21

Infrared link cannot be established . . . . . . . . . . . . . 2–21

Notebook does not transmit or receive data . . . . . . 2–22

Standby is preventing infrared transmission . . . . . . 2–22

Internet Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–23

Notebook cannot connect to the Internet. . . . . . . . . 2–23

Internet buttons do not respond . . . . . . . . . . . . . . . . 2–23

Notebook cannot browse a selected Web site . . . . . 2–23

Keyboard and Pointing Device Problems . . . . . . . . . . . 2–24

Notebook keyboard keys stick or do not respond . . 2–24

Assorted keys are typing incorrect characters . . . . . 2–24

Letter keys are typing numbers . . . . . . . . . . . . . . . . 2–24

Keypad does not work . . . . . . . . . . . . . . . . . . . . . . . 2–25

Hotkeys do not work on an external keyboard . . . . 2–25

Pointer drifts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–25

Pointer moves erratically as you type . . . . . . . . . . . 2–25

Pointing stick does not work . . . . . . . . . . . . . . . . . . 2–26

TouchPad does not work . . . . . . . . . . . . . . . . . . . . . 2–26

External mouse does not work. . . . . . . . . . . . . . . . . 2–26

PS/2 scroll mouse does not work. . . . . . . . . . . . . . . 2–27

USB keyboard or pointing device does not work . . 2–27

Memory Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–28

Insufficient memory message is displayed . . . . . . . 2–28

New memory module does not increase memory . . 2–28

New memory module affects startup. . . . . . . . . . . . 2–28

Modem Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–29

No dial tone is audible . . . . . . . . . . . . . . . . . . . . . . . 2–29

Modem does not dial correctly . . . . . . . . . . . . . . . . 2–29

Modem dials correctly but does not connect . . . . . . 2–30

Modem sounds are not audible . . . . . . . . . . . . . . . . 2–30

Modem does not connect at highest speed . . . . . . . 2–31

Characters are garbled or transfer rates are slow. . . 2–31

Modem loses connection . . . . . . . . . . . . . . . . . . . . . 2–31

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vi Troubleshooting

Contents

Fax transmissions do not work . . . . . . . . . . . . . . . . 2–32

Message reports excessive line current . . . . . . . . . . 2–32

Network Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–33

Notebook cannot connect to the network . . . . . . . . 2–33

Connection occurs, but network seems inactive . . . 2–33

Some network resources are not available . . . . . . . 2–34

Network connection is slow . . . . . . . . . . . . . . . . . . 2–34

No computers found in Network Neighborhood or

Network Places . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–34

PC Card problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–35

PC Card alerts are not audible . . . . . . . . . . . . . . . . . 2–35

PC Card does not work and alerts are not

audible . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–35

Notebook does not recognize a PC Card . . . . . . . . . 2–36

Network PC Card stops communicating . . . . . . . . . 2–36

PC Card modem is not working . . . . . . . . . . . . . . . 2–36

Television problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–37

S-Video jack has 7 pins . . . . . . . . . . . . . . . . . . . . . . 2–37

Television is blank. . . . . . . . . . . . . . . . . . . . . . . . . . 2–37

Temperature Problems . . . . . . . . . . . . . . . . . . . . . . . . . . 2–38

Notebook feels abnormally hot . . . . . . . . . . . . . . . . 2–38

Battery pack is warm after charging . . . . . . . . . . . . 2–38

USB Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–39

USB device does not work . . . . . . . . . . . . . . . . . . . 2–39

USB device does not work during startup . . . . . . . . 2–39

Wireless LAN (WLAN) Device Problems . . . . . . . . . . 2–40

Notebook cannot connect to wireless network . . . . 2–40

Notebook cannot access network resources . . . . . . 2–41

Connection breaks after 3 minutes . . . . . . . . . . . . . 2–41

Notebook cannot connect to Internet when

WEP is enabled on the access point . . . . . . . . . . . . 2–42

Rate indication in the Connection Status fluctuates 2–42

Throughput and connection range vary . . . . . . . . . . 2–43

Notebook cannot detect a Bluetooth device . . . . . . 2–43

Index

320401-002.book Page vi Thursday, June 19, 2003 1:27 PM

Troubleshooting 1–1

Help Is Available

You can obtain troubleshooting assistance from the Help and

Support window, the World Wide Web, the telephone, or a local

service provider. All documentation included with your notebook

is available on the World Wide Web in several languages.

■If you can access the Windows desktop on your notebook,

Compaq recommends that you begin troubleshooting any

notebook problem by using the Help and Support Center

window. To access the Help and Support Center window:

❏In Microsoft Windows XP Professional or Microsoft

Windows XP Home, select Start > Help and Support.

❏In Microsoft Windows 2000 Professional, select

Start > Help.

For more information about using the Help and Support

Center window, see “Help from Your Notebook” later in this

chapter.

■If you cannot access the Windows desktop on your notebook

or would like to eliminate the most common problems before

using other troubleshooting resources, try the procedures in

the “Quick Solutions Checklist,” next in this chapter.

320401-002.book Page 1 Thursday, June 19, 2003 1:27 PM

1–2 Troubleshooting

Help Is Available

Quick Solutions Checklist

Is the Notebook Receiving Adequate Power?

If the power indicator light is off and the notebook cannot be

turned on, adequate power may not be available to the notebook.

On some models the power indicator light is the AC adapter light.

On other models the power indicator is the battery light. To

identify the power indicator light on your notebook, refer to your

model-specific documentation.

To make sure adequate power is available to the notebook:

■If the notebook is running on battery power or is connected

to an external power source other than an electrical outlet,

connect the notebook to an electrical outlet using the

AC adapter. If the notebook turns on when connected to

external power but not when running on a battery pack,

recharge or replace the battery pack.

■Make sure the power cord and AC adapter cable connections

are secure.

■Verify that the electrical outlet is providing adequate power

by plugging another electrical device into the outlet.

■Plug the notebook (through the AC adapter) into an outlet in a

different room and on a different circuit.

When the notebook is receiving adequate power, the power

indicator light (AC adapter light or battery light) turns on.

Is the Notebook Turned On?

The notebook may be in Standby or in Hibernation. To resume

the notebook from Standby or restore from Hibernation:

■If your model has a power button, briefly press the power

button.

■If your model has a power switch, briefly slide the power

switch as described in your model-specific documentation.

320401-002.book Page 2 Thursday, June 19, 2003 1:27 PM

Help Is Available

Troubleshooting 1–3

Is the Notebook Overheated?

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

in use. But if the notebook feels extremely warm, it may be

overheating because a vent is blocked. Overheating can cause the

notebook to become unresponsive.

If you suspect that overheating could be causing the problem,

allow the notebook to cool to room temperature. Then:

■Use the notebook on a hard surface, not on a soft surface. A

rug, pillow, thick clothing, upholstery, or other fabric could

block an underside vent.

■Position the notebook so that no side or rear vent is blocked

by a vertical surface such as a wall or optional equipment.

Is the System Unresponsive?

If the system has stopped responding, you may need to restart or

shut down and then start up the notebook. If you are unable to use

normal Windows restart or shutdown procedures:

1. Press ctrl+alt+delete. Then:

❏In Windows 2000 Professional, select the Shut Down

button, press the down arrow beside the What Do You

Want The Computer To Do field until Restart or Shut

Down is displayed, then select the OK button.

❏In Windows XP, select the Turn Off Computer button,

then select the Turn Off button.

2. If you are unable to shut down the notebook with

ctrl+alt+delete:

❏On a model with a power button, press and hold the

power button for 5 seconds.

❏On a model with a power switch, slide and hold the

power switch for 5 seconds.

3. If you are unable to turn off the notebook with the power

button or power switch, disconnect the notebook from

external power, then remove the battery pack.

320401-002.book Page 3 Thursday, June 19, 2003 1:27 PM

1–4 Troubleshooting

Help Is Available

Is an External Device Not Working?

If an external device does not function as expected:

■Turn on the device exactly as instructed in the device

documentation. (Some optional devices, such as external

monitors, printers, and devices connected to a parallel

connector, must be turned on before the notebook is

turned on.)

■Verify that:

❏The device is connected to the correct jack, port, or

connector.

❏All device connections are secure.

❏The device is receiving adequate electrical power.

❏The correct device drivers are installed.

■Install the latest available system ROM (read only memory).

For instructions, refer to your model-specific documentation.

320401-002.book Page 4 Thursday, June 19, 2003 1:27 PM

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