HP Compaq dx2100 MT Series Manuel utilisateur

Troubleshooting Guide

Business PCs

dx2100 Series Microtower

Document Part Number: 403286-001

September 2005

This guide provides helpful hints and solutions for troubleshooting

the above products as well as scenarios for possible hardware and

software problems.

The information contained herein is subject to change without notice.

Microsoft and Windows are trademarks of Microsoft Corporation in the U.S.

and other countries.

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.

This document contains proprietary information that is protected by copyright.

No part of this document may be photocopied, reproduced, or translated to

another language without the prior written consent of Hewlett-Packard

Company.

ÅWARNING: Text set off in this manner indicates that failure to follow

directions could result in bodily harm or loss of life.

ÄCAUTION: Text set off in this manner indicates that failure to follow

directions could result in damage to equipment or loss of information.

Troubleshooting Guide

Business PCs

dx2100 Series Microtower

First Edition (September 2005)

Document Part Number: 403286-001

Troubleshooting Guide www.hp.com iii

Contents

1 Computer Diagnostic Features

HP Insight Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–1

Accessing HP Insight Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–2

Survey Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3

Test Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–4

Status Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–5

Log Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–6

Saving and Printing Information in HP Insight Diagnostics . . . . . . . . . . . . . . . . . 1–6

Downloading the Latest Version of HP Insight Diagnostics . . . . . . . . . . . . . . . . . 1–7

2Troubleshooting

Safety and Comfort . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–1

Before You Call for Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–1

Helpful Hints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–3

Solving General Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–5

Solving Hardware Installation Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–9

Interpreting Diagnostic Lights and Audible Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . 2–10

Restoring the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–14

Contacting Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–14

Troubleshooting Guide www.hp.com 1–1

Computer Diagnostic Features

HP Insight Diagnostics

✎HP Insight Diagnostics is included on CD with some computer

models only.

The HP Insight Diagnostics utility allows you to view information

about the hardware configuration of the computer and perform

hardware diagnostic tests on the subsystems of the computer. The

utility simplifies the process of effectively identifying, diagnosing,

and isolating hardware issues.

The Survey tab is displayed when you invoke HP Insight Diagnostics.

This tab shows the current configuration of the computer. From the

Survey tab, there is access to several categories of information about

the computer. Other tabs provide additional information, including

diagnostic test options and test results. The information in each screen

of the utility can be saved as an html file and stored on a diskette or

USB HP Drive Key.

Use HP Insight Diagnostics to determine if all the devices installed on

the computer are recognized by the system and functioning properly.

Running tests is optional but recommended after installing or

connecting a new device.

You should run tests, save the test results, and print them so that you

have printed reports available before placing a call to the Customer

Support Center.

✎Third party devices may not be detected by HP Insight Diagnostics.

1–2 www.hp.com Troubleshooting Guide

Computer Diagnostic Features

Accessing HP Insight Diagnostics

You must boot to the Documentation and Diagnostics CD, as

described in the steps below, to access HP Insight Diagnostics.

1. While the computer is on, insert the Documentation and

Diagnostics CD into an optical drive on the computer.

2. Shut down the operating system and turn off the computer.

3. Turn on the computer. The system will boot to the CD.

✎If the system does not boot to the CD in the optical drive, you may

need to change the boot order in the Computer Setup (F10) utility so

that the system attempts to boot to the optical drive before booting to

the hard drive. Refer to the Computer Setup (F10) Utility Guide on

the Documentation and Diagnostics CD for more information.

4. When prompted, press the Ykey if you want to operate in Safe

mode or any other key if you want to operate in Regular mode.

✎Regular mode is the default mode if no keys are pressed within the

specified time frame. If the screen remains blank after pressing any

key other than Y, try rebooting and select safe mode when prompted.

5. Select the appropriate language and click Continue.

✎It is recommended that you accept the assigned default keyboard for

your language unless you want to test your specific keyboard.

6. In the End User License Agreement page, click Agree if you

agree with the terms. The HP Insight Diagnostics utility launches

with the Survey tab displayed.

Troubleshooting Guide www.hp.com 1–3

Computer Diagnostic Features

Survey Tab

The Survey tab displays important system configuration information.

In the View section on the left side of the screen, you can select the

Summary view to see limited configuration data or select the

Advanced view to see all the data in the selected category. Regardless

of whether you choose Advanced or Summary, the following

categories of information are available on the Survey tab:

All—Gives a listing of all categories of information about the

computer.

Overview—Gives you a listing of general information about the

computer.

Architecture—Provides system BIOS and PCI device information.

Asset Control—Shows asset tag, system serial number, and

processor information.

Communication—Shows information about the computer parallel

(LPT) and serial (COM) port settings, plus USB and network

controller information.

Graphics—Shows information about the graphics controller of the

computer.

Input Devices—Shows information about the keyboard, mouse, and

other input devices connected to the computer.

Memory—Shows information about all memory in the computer.

This includes memory slots on the system board and any memory

modules installed.

Miscellaneous—Shows information obtained from the computer

configuration memory (CMOS), system management BIOS data,

system board data, and diagnostics component information.

Storage—Shows information about storage media connected to the

computer. This list includes all fixed disks, diskette drives, and optical

drives.

System—Shows information about the system board, processor,

chassis, and BIOS, plus internal speaker and PCI bus information.

1–4 www.hp.com Troubleshooting Guide

Computer Diagnostic Features

Test Tab

The Test tab allows you to choose various parts of the system to test.

You can also choose the type of test and testing mode.

There are two test modes to choose from:

■Interactive Mode—Provides maximum control over the testing

process. The diagnostic software will prompt you for input during

tests that require your interaction.You may also determine

whether the test passed or failed.

■Unattended Mode—Does not display prompts and requires no

interaction. If errors are found, they are displayed when testing is

complete.

There are three types of tests to choose from:

■Quick Test—Provides a predetermined script where a sample of

each hardware component is exercised and requires no user

intervention in either Unattended or Interactive mode.

■Complete Test—Provides a predetermined script where each

hardware component is fully tested. There are more tests

available in the Interactive mode, but these require user

intervention.

■Custom Test—Provides the most flexibility in controlling the

testing of a system. The Custom Test mode allows you to

specifically select which devices, tests, and test parameters are

run.

To begin testing:

1. Select the Test tab.

2. On the left side of the tab, select the Type of Test to perform

(Quick, Complete, or Custom).

3. On the left side of the tab, select the Test Mode (Interactive or

Unattended).

4. Select the device to be tested from the drop-down list.

Troubleshooting Guide www.hp.com 1–5

Computer Diagnostic Features

5. Choose how you want the test to be executed, either Number of

Loops or Total Test Time. When choosing to run the test over a

specified number of loops, enter the number of loops to perform.

If you desire to have the diagnostic test for a specified time

period, enter the amount of time in minutes.

6. Click Begin Testing to start the test. The Status tab, which allows

you to monitor the progress of the test, is automatically displayed

during the testing process. When the test is complete, the Status

tab shows whether the device passed or failed.

7. If errors are found, go to the Log tab and click the Error Log to

display more detailed information and recommended actions.

Status Tab

The Status tab displays the status of the selected tests. The type of test

executed (Quick, Complete, or Custom) is also displayed. The main

progress bar displays the percent complete of the current set of tests.

While testing is in progress, a Cancel Testing button is displayed for

use if you want to cancel the test.

After testing has completed, the Cancel Testing button is replaced

with a Retest button. The Retest button will retest the last set of tests

executed. This enables you to re-run the set of tests without having to

re-enter the data in the Test tab.

The Status tab also shows:

■The devices being tested

■The tests that are running

■The overall elapsed time

■The individual elapsed test times

■The condition status of each test

1–6 www.hp.com Troubleshooting Guide

Computer Diagnostic Features

Log Tab

The Log tab contains two logs, a Test Log and an Error Log, each of

which can be selected from the left side of the tab.

The Test L og displays all tests that have been executed, the number of

times of execution, the number of times the test failed, and the time it

took to complete the test. The Clear Test Log button will clear the

contents of the Test L og.

The Error Log displays the tests for devices that have failed during

the diagnostic testing and includes the following columns of

information.

■The Description section describes the error that the diagnostic

test found.

■The Recommended Repair will give a recommended action that

should be performed to resolve the failed hardware.

■The Failed Count is the number of times the test has failed.

■The Error Code provides a numerical code for the failure. The

error codes are defined in the Help tab.

■The Clear Error Log button will clear the contents of the Error

Log.

Saving and Printing Information in HP Insight

Diagnostics

You can save the information displayed in the HP Insight Diagnostics

Status and Log tabs to a diskette or a USB 2.0 HP Drive Key (64MB

or higher). You can not save to the hard drive. The system will

automatically create an html file that has the same appearance as the

information displayed on the screen.

1. Insert a diskette or USB 2.0 HP Drive Key (capacity must be

64MB or higher). USB 1.0 Drive Keys are not supported.

2. Click Save in the upper right corner of the tab.

3. Select Save to the floppy or Save to USB key.

4. Enter a file name in the File Name box and click the Save button.

An html file will be saved to the inserted diskette or USB HP

Drive Key.

Troubleshooting Guide www.hp.com 1–7

Computer Diagnostic Features

5. Print the information from the storage device used to save it.

✎To exit HP Insight Diagnostics, click Exit in the upper right corner of

the screen then remove the Documentation and Diagnostics CD from

the optical drive.

Downloading the Latest Version of HP Insight

Diagnostics

1. Go to www.hp.com.

2. Click the Software & Driver Downloads link.

3. Click the Download drivers and software radio button.

4. Enter your product number (for example, dx2100) in the text box

and press the Enter key.

5. Select your specific computer model

6. Select your OS.

7. Click the Diagnostic link.

8. Locate HP Insight Diagnostics and click Download.

✎The download includes instructions on how to create the

bootable CD.

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