HP Brio 7100 Manuel utilisateur

HP Vectra PCs

HP Kayak PC Workstations

DiagTools

User’s Guide

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Notice

The information contained in this document is subject to change

without notice.

Hewlett-Packard makes no warranty of any kind with regard to this

material, including, but not limited to, the implied warranties of

merchantability and fitness for a particular purpose. Hewlett-Packard

shall not be liable for errors contained herein or for incidental or

consequential damages in connection with the furnishing, performance,

or use of this material.

This document contains proprietary information that is protected by

photocopied, reproduced, or translated to another language without the

prior written consent of Hewlett-Packard Company.

AMIDIAG is a trademark of American Megatrends Inc.

Acrobat is a trademark of Adobe Systems Inc.

Sound Blaster is a trademark of Creative Technology Ltd. in the United

States and/or other countries.

Microsoft, MS, MS-DOS, Windows and Windows NT are either

registered trademarks or trademarks of Microsoft Corporation in the

United States and/or other countries.

Hewlett-Packard France

Commercial Computing Division

38053 Grenoble Cedex 9

France

1998 Hewlett-Packard Company

Doc ver 2.1 06/99 for DiagTools ver 2.10

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User’s Guide

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Who Should Read This Book

iv English

Who Should Read This Book

This manual is for anyone who wants to:

•Diagnose hardware problems on a Vectra PC or Kayak PC

Workstation

•Understand the purpose of DiagTools

•Learn how to use DiagTools

•Know what to do when a test fails

•Provide HP-dedicated Support Agents with more information for

solving problems quickly and effectively

•Find out where to get more information and support.

What is DiagTools?

The first step in solving a problem with a PC is diagnosis.

HP’s DiagTools helps you diagnose hardware-related problems on a

Vectra PC or Kayak PC Workstation. It is a series of tools designed to

help you to:

•Verify the correct functioning of a Vectra PC or a Kayak PC

Workstation

•Diagnose hardware-related problems

•Provide precise information to HP-dedicated Support Agents so that

they can solve any problem quickly and effectively.

DiagTools is not a repair tool.

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English v

Overview of DiagTools

The Vectra and Kayak hardware diagnostics utility has four parts:

❒Hardware Detection, which automatically detects the complete

hardware configuration of a Vectra PC or Kayak PC Workstation.

Hardware detection is described in chapter 2.

❒The Basic Tests, which determine the correct functioning of the PC

as a whole. The basic test phase is described in chapter 3.

❒The Advanced Tests. These provide complete, in-depth testing and

diagnosis of the PC’s individual components. The advanced test

phase is described in chapter 4.

❒The Support Ticket, which is a complete record of the test results

and the PC’s configuration. The support ticket can be used to

communicate the test results to your local or HP-dedicated Support

Agent. This is described in chapter 5.

Compatibility

DiagTools can run on the following HP Vectra PC and HP Kayak PC

Workstation platforms:

❒All Vectra V–Line and X–Line PCs and PC Workstations released

after June, 1997.

❒All HP Kayak PC Workstations.

❒Vectra VE 5/xxx Series 2

Vectra VE 5/xxx Series 3

Vectra VE 5/xxx Series 4

Vectra VE C/xxx Series 7

Vectra VE 6/xxx Series 8

Vectra VL 5/xxx Series 4

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Where to Get the Diagnostics Software

vi English

Vectra VL 5/xxx Series 5

Vectra VL 6/xxx Series 6

Vectra VL 6/xxx Series 7

Vectra VL 6/xxx Series 8

Vectra VA 6/xxx.

❒Vectra XM 5/xxx Series 4

Vectra XA 5/xxx

Vectra XA 6/xxx.

❒Net Vectra 5/xxx PC.

Where to Get the Diagnostics Software

Always use the latest version of DiagTools.

You can download the latest version of the DiagTools utility from the

Vectra support web site at:

http://www.hp.com/go/vectrasupport

or the Kayak support web site at:

http://www.hp.com/go/kayaksupport.

For more information about the HP web site and HP Customer Care

Service and Support, refer to page 38.

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Contents

English vii

Who Should Read This Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iv

What is DiagTools? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iv

Overview of DiagTools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v

Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v

Where to Get the Diagnostics Software . . . . . . . . . . . . . . . . . . . . . . . vi

1StartingDiagTools

Installing and Setting Up DiagTools . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Net Vectra PC Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Vectra PC & Kayak PC Workstation Users and Network Administrators. 2

Downloading and Installing the Latest Version . . . . . . . . . . . . . . . . . . . . . 3

Creating the Hardware Diagnostics Diskette(s) . . . . . . . . . . . . . . . . . . . . 4

Updating DiagTools Remotely

(For Network Administrators) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Before Running DiagTools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

More Information About The PC’s Setup Program . . . . . . . . . . . . . . . . . . 7

Starting DiagTools from a Diskette. . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

If There is a Problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Starting DiagTools from the Hard Disk Drive . . . . . . . . . . . . . . . . . . . 9

If There is a Problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

The Welcome Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

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viii English

2 Hardware Detection

Overview of Hardware Detection. . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

During Hardware Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Hardware Detection Results. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

What is Detected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

If a PC Component is Not Detected. . . . . . . . . . . . . . . . . . . . . . . . . . 15

3 Basic System Test

Overview of the Basic System Test . . . . . . . . . . . . . . . . . . . . . . . . . . 18

How to Run the Basic System Test . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Test Result: PASS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Test Result: FAIL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

What to do if the Basic System Test Fails . . . . . . . . . . . . . . . . . . . . . . . . 21

What is Tested . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

4 Advanced System Tests

Overview of the Advanced System Tests . . . . . . . . . . . . . . . . . . . . . 26

How to Enter the Advanced System Tests . . . . . . . . . . . . . . . . . . . . 26

Help on Advanced Tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

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English ix

How to Run an Advanced System Test. . . . . . . . . . . . . . . . . . . . . . . . 27

Batch Tests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

What to do if a Test Fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

What To Do If You Get An Error Code . . . . . . . . . . . . . . . . . . . . . . . . 32

5 The Support Ticket

What is the Support Ticket? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Creating a Support Ticket. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Adding Comments to the Support Ticket. . . . . . . . . . . . . . . . . . . . . . 35

6 HP Customer Care Service and Support

Your HP Authorized Reseller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Hewlett-Packard Information Services. . . . . . . . . . . . . . . . . . . . . . . . 38

HP World Wide Web Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Hewlett-Packard Telephone Support . . . . . . . . . . . . . . . . . . . . . . . . . 39

Lifeline Telephone Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

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xEnglish

Appendix A The Error Codes

Error Code Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

0001h – 00CCh: System Error Codes . . . . . . . . . . . . . . . . . . . . . . . 43

0100h – 01A4h: Memory Error Codes . . . . . . . . . . . . . . . . . . . . . . . 51

0201h – 02FFh: Hard Disk Error Codes . . . . . . . . . . . . . . . . . . . . . 54

0301h – 03FFh: Floppy Disk Error Codes . . . . . . . . . . . . . . . . . . . 57

0400h – 04FFh: Keyboard Error Codes. . . . . . . . . . . . . . . . . . . . . . 61

0500h – 0590h: SCSI Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . . 62

0601h – 0617h: Serial Port Error Codes . . . . . . . . . . . . . . . . . . . . . 65

0701h – 0708h: Parallel Port Error Codes . . . . . . . . . . . . . . . . . . . 67

0801h – 806h: Sound Blaster Compatible Error Codes. . . . . . . . . 68

0810h: PC Speaker Error Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

0801h – 806h: Windows Sound System Compatible Error Codes 69

0830h: Joystick Port Test Error Code. . . . . . . . . . . . . . . . . . . . . . . 70

0900h – 090Fh: Video Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . 70

0A00h – 0A12h: CD-ROM Error Codes . . . . . . . . . . . . . . . . . . . . . . 72

0C00h – 0C07h: IDE Tape Error Codes . . . . . . . . . . . . . . . . . . . . . 73

0E00h – 0E5Fh: SMBus (System Management Bus) Error Codes 74

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