Compaq Deskpro EC Series User manual

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The information in this publication is subject to change without notice.

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This publication contains information protected by copyright. No part of this

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Printed in the USA.

The software described in this guide is furnished under a license agreement

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Compaq and Deskpro are registered in the United States Patent and

Trademark Office.

Microsoft, MS-DOS, Windows, Windows NT, and other names of Microsoft

products referenced herein are trademarks or registered trademarks of

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Product names mentioned herein may be trademarks and/or registered

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Compaq Deskpro EC Series of Personal Computers

User’s Guide

First Edition (September 1999)

Part Number 157743-001

User’s Guide iii

Contents

chapter 1

Introduction to the User’s Guide

Symbols and Conventions.......................................................................................................................1–3

Environmental Commitment...................................................................................................................1–3

chapter 2

Solving Common Computer Problems

Organization............................................................................................................................................2–1

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

Basic Problems........................................................................................................................................2–3

Audio Problems ......................................................................................................................................2–4

CD-ROM Drive/Compact Disk Problems ..............................................................................................2–7

Computer (F2) Setup Problems ..............................................................................................................2–8

Diskette Drive Problems .........................................................................................................................2–9

DVD-ROM Problems ...........................................................................................................................2–10

Hard Drive Problems ............................................................................................................................2–11

Hardware Installation Problems............................................................................................................2–12

Internet Problems..................................................................................................................................2–13

Keyboard Problems...............................................................................................................................2–14

Memory Problems.................................................................................................................................2–15

Microsoft Software Problems ...............................................................................................................2–16

Modem/Fax Problems...........................................................................................................................2–17

Network Problems ................................................................................................................................2–22

Pointing Device Problems.....................................................................................................................2–24

Printer Problems....................................................................................................................................2–25

Product Key Problems ..........................................................................................................................2–26

Screen and Display Problems ...............................................................................................................2–27

Software Problems................................................................................................................................2–29

USB Problems.......................................................................................................................................2–30

chapter 3

Compaq QuickRestore

System Restore........................................................................................................................................3–1

Selective Restore ....................................................................................................................................3–2

Reinstalling Drivers ................................................................................................................................3–3

chapter 4

Upgrading Your Computer

Opening Your Computer.........................................................................................................................4–2

Removing the Computer Access Panel .............................................................................................4–3

Removing the Front Bezel ................................................................................................................4–4

iv User’s Guide

Removing Bezel Blanks ....................................................................................................................4–5

Removing an Expansion Slot Cover .................................................................................................4–6

Installing an Expansion Board ................................................................................................................4–7

Removing an Expansion Board ..............................................................................................................4–8

Installing Additional Memory.................................................................................................................4–9

Installing Additional Drives..................................................................................................................4–11

Using the Cable-Select Feature with Ultra ATA Devices ..............................................................4–11

Installing a Drive into the Drive Bay ..............................................................................................4–12

Removing a Drive from the Drive Bay ...........................................................................................4–14

Replacing the Battery............................................................................................................................4–15

Reassembling the Computer .................................................................................................................4–17

When to Reconfigure the Computer .....................................................................................................4–18

chapter 5

Computer Setup

..................................................................................................................................................5–1

chapter 6

Getting Help

Compaq Web Site ...................................................................................................................................6–1

Telephone Numbers ................................................................................................................................6–1

CarePAQ .................................................................................................................................................6–1

appendix A

Agency Regulatory Notices

...............................................................................................................................A–1

appendix B

Power Cord Set Requirements

..........................................................................................................................B–1

appendix C

Electrostatic Discharge

..................................................................................................................................... C–1

Index .................................................................................................................................................................... I–1

User’s Guide 1–1

1

Introduction to the User’s Guide

The User’s Guide includes general information about your computer,

troubleshooting, upgrades, diagnostics information, and technical

specifications.

Your Compaq computer comes with Windows 98 already installed on

the hard drive. After you set up your computer according to the Setup

Poster, refer to “Setting up Your Software” in the Getting Started

Guide for a screen-by screen description of software setup on your

Compaq computer. If you are already familiar with the setup process,

you should still refer to the hints in this section prior to beginning the

process.

You will need the following information during the setup process:

■ Regional settings (the language you want to use during the setup

process). Your software language is determined by the product

that you ordered.

■ Information about your name and company

■ Product Key number from the Certificate of Authenticity

✎ You will find the Product Key printed in a bar code on your

Certificate of Authenticity, which appears on the front of the

Windows 98 booklet that came with your computer.

■

Your time zone, the date, and the time

chapter

1–2User’s Guide

Throughout the setup process, follow these hints:

■ Always use the left mouse button during the selection process.

■ Do NOT install a printer, printer drivers, or any other type of

drivers until AFTER the initial setup process is complete.

Attempts to do so will disrupt the setup process.

■ If you get a Printer Install screen, select Cancel.

■ Prior to or during the setup process, do not attempt to install

additional software or to attach any external devices or drives

(such as printers and ZIP drives, or printer drivers on CD).

■ Once the setup process begins, do not interrupt the process, turn

the power off, or bump or unplug the power cord. If the process is

abruptly stopped or interrupted, you may have to install the

system using the Quick Restore CD, which will take longer.

■ If the screen goes blank or nothing appears to be happening, look

at the drive activity light or the screen for an hourglass. If lights

are blinking or you see an hourglass, the setup process is

continuing. If the computer locks up for more than one hour and

will not continue the setup process, restart the computer to

continue setup. Turn the computer off by pressing the Power

button. Do not use Ctrl+Alt+Del to turn off your computer.

If you have other questions related to your Windows 98 software,

refer to your software documentation.

CAUTION: Installing a printer may disrupt the setup process. Aviod

printer installation until after the initial setup process is complete.

User’s Guide 1–3

Symbols and

Conventions

The following format conventions distinguish elements of the text

throughout this guide:

■ When keys must be pressed at the same time, the action is

represented by the key names and the plus (+) symbol.

■ An arrow (→) indicates a sequence of actions. You will follow the

sequence through a series of menus or screens. During the

sequence, you may need to click or double-click on an item to

proceed.

■ When you need to make a selection with a mouse, you are

directed to “select” or “click” the information.

The following words and symbols mark special messages throughout

this guide:

✎ Text set off in this manner presents clarifying information, specific

instructions, commentary, sidelights, or other points of information.

Environmental

Commitment

Compaq is committed to making environmentally friendly products.

Your computer was produced in a chlorofluorocarbons (CFC)-free

factory. All plastics used in the product are stamped with material

composition to make recycling more efficient. Reduce, reuse, and

recycle are words to live by at Compaq.

WARNING: Text set off in this manner indicates that failure to

follow directions could result in bodily harm or loss of life.

CAUTION: Text set off in this manner indicates that failure to

follow directions could result in damage to equipment or loss of

information.

!

1–4User’s Guide

User’s Guide 2–1

2

Solving Common Computer

Problems

If you have a problem with your computer, look to the problems and

possible solutions in this section to save time and money. If the

problem appears to be related to a software application, also check the

documentation provided with the software. If the problem persists,

contact your Compaq authorized service provider or the Customer

Support Center. You can also visit the Troubleshooting section of the

Compaq website at http://www.compaq.com.

Or, troubleshoot using Computer Diagnostics or Compaq Diagnostics

for Windows. See the “Running Diagnostic Tests” chapter for more

information.

Organization

After the “Helpful Hints” and “Basic Problems” sections, this chapter

is organized alphabetically according to the following topic headings:

■ Audio Problems

■ CD-ROM Drive/Compact Disk Problems

■ Computer (F2) Setup Problems

■ Diskette Drive Problems

■ DVD-ROM Problems

■ Hard Drive Problems

■ Hardware Installation Problems

■ Internet Problems

■ Memory Problems

chapter

2–2User’s Guide

■

Microsoft Software Problems

■ Modem/Fax Problems

■ Network Problems

■ Pointing Device Problems

■ Printer Problems

■ Product Key Problems

■ Screen and Display Problems

■ Software Problems

■ USB Problems

Helpful Hints

Before looking at specific troubleshooting sections, go through the

following checklist to see if you can find a solution:

■ Is your computer connected to a working electrical outlet?

■ Is your computer turned on and is the power light on?

■ Are all cables connected and secured properly?

■ Is your monitor on and are the brightness and contrast controls set

appropriately?

■ Is your keyboard working? Press and hold any key. If the system

beeps, then your keyboard should be operating correctly.

■ Did the diskette drive contain a nonbootable disk when you

turned your computer on?

■ Have you installed all the necessary drivers? For example, if you

are using a printer, you may need to install a printer device driver.

■ Did you exit properly from Windows before shutting off your

computer? Failure to do so can result in file corruption.

User’s Guide 2–3

■

Have you scanned your computer for viruses?

■ Have you reconfigured your computer after installing a non Plug

and Play expansion board or other option, such as a diskette

drive? See “Hardware Installation Problems” in this chapter for

further instructions.

Basic Problems

Problem Possible Cause Solution

Computer won’t turn on The computer is not connected

to an external power source.

Connect the computer to an external

power source.

The cables to the external power

source are unplugged.

Ensure that the cables connecting the

computer and the external source are

plugged in properly.

A defective PCI or ISA card has

been installed.

Remove any adapter card that was

just installed.

Computer display date and time

is incorrect

The real-time clock (RTC) battery

needs to be replaced. Battery life

is approximately 5 years.

First reset the date and time under

the Control Panel. If the problem

persists, replace the RTC battery.

Refer to the “Upgrading Your

Computer” chapter for instructions on

installing a new battery, or contact

your Compaq authorized dealer or

reseller for RTC battery replacement.

Computer pauses periodically The network driver is loaded and

no network connection is

established.

Establish a network connection, or

use a Computer Setup or Windows

Device Manager to disable the

network controller.

2–4User’s Guide

Audio Problems

Problem Possible Cause Solution

No sound Audio drivers are not installed. Remove the audio device in the

Device Manager and restart the

computer. Refer to the audio driver

documentation for instructions on

installing audio drivers for third party

drivers. For Compaq drivers, refer to

the Selective Restore procedure in

the “Compaq QuickRestore” chapter.

Cannot record any sound. The

microphone does not work

The microphone has no volume

because the Mute Volume option

is enabled under the Microsoft

Volume Control applet.

Launch the Volume Control applet.

Select Options→Properties. Under

Show the Following Volume Controls,

select Microphone→OK. Under the

Microphone control, disable the Mute

option by clicking on Mute so that the

box beside it is no longer checked.

No volume and no sound can be

heard. You have verified that your

speaker connections and audio

drivers are installed correctly

Either the Mute All or the Mute

Volume option is enabled under

the Microsoft Volume Control

applet.

Launch the Volume Control applet.

Under each of the controls look at the

Mute option. If Mute All or Mute is

enabled (i.e. checked) for any control,

disable it by clicking on Mute.

No sound in Windows 98 There is a conflict with the audio

card.

Remove existing audio drivers and

restart the computer.

No sound from DOS applications DOS has different drivers than

those included with your

computer. DOS mode drivers are

not installed or are not working

correctly.

From the original audio driver

diskette, verify that DOS mode drivers

are installed in CONFIG.SYS.

User’s Guide 2–5

Speakers do not produce any

sound

The volume controls on your

computer have been set too low.

Adjust the volume of the stereo

speakers using the volume controls.

Access the volume control.

Click Start→Programs→

Accessories→Multimedia→Volume

Control.

Adjust the volume using the Volume

Control icon on the taskbar.

The audio line is in the wrong

jack.

Check line input connection. Ensure

that the audio line is in the correct

jack.

Headphones are connected to

the stereo headphone jack.

Disconnect the headphones.

Speakers are connected

incorrectly or are not plugged in.

Reconnect speakers to the line-out

jack.

External microphone does not

work

The microphone is not

compatible with your computer.

Check to see that you are using a

monophonic electric condenser

microphone with a 3.5 mm plug.

The microphone is not connected

properly.

Ensure that the microphone plug is

connected to the microphone line-in

jack properly. The microphone jack

includes a picture of a microphone.

A sound source is not selected. Ensure that the microphone is

selected as the recording source in

Control Panel→Multimedia and that

the recording level is adjusted.

No sound is coming from a

program that should have sound

The audio settings are not

correct.

Check the game program’s audio

settings.

The volume on your computer is

turned down.

Adjust the speaker volume control on

your computer.

The headphones are connected. Use or disconnect the headphones.

Audio Problems (Continued)

Problem Possible Cause Solution

2–6User’s Guide

No sound is coming from the

headphones

The volume or mixing controls

are set incorrectly.

Use the volume control and mixing

features available in Control

Panel→Multimedia.

A sound source is not selected. Verify that the sound source is

selected in Control Panel→

Multimedia.

The headphones are connected

to the wrong jack.

Check your connection with the

components listed in “Introducing

Your Computer

” in the Getting

Started Guide.

Reconnect to the

correct port.

Volume is too low or too loud Volume and/or mixing controls

are set incorrectly.

Check the volume and mixing

controls in Control Panel→

Multimedia.

CD is not working during audio

setup

Improper speaker connection. Reconnect speakers. If this does not

solve the problem, remove and

reinstall the audio drivers.

Need sound drivers for Windows

NT

Unit not shipped with Windows

NT.

Obtain drivers from the Compaq Web

site at www.compaq.com.

Audio Problems (Continued)

Problem Possible Cause Solution

User’s Guide 2–7

CD-ROM Drive/

Compact Disk

Problems

CD-ROM/Compact Disk Problems

Problem Possible Cause Solution

CD-ROM drive cannot read a CD The CD is not seated properly in

the drive.

Eject the CD, reseat it, and close the

tray.

The CD has been loaded upside

down.

Eject the CD, turn it over, and close

the tray.

The CD is dirty or scratched. Clean the CD and reload it, or load

another CD.

System will not boot from

CD-ROM drive

The CD-ROM boot is not enabled

through the Computer Setup.

Refer to the “Computer Setup”

chapter.

The computer cannot find the

CD-ROM drive

The CD-ROM drive is not

connected properly, it was not

terminated properly, or the CD-

ROM driver is not loaded.

Reconnect the cables to the

CD-ROM drive.

Refer to the Selective Restore

procedure in the “Compaq

QuickRestore” chapter.

Cannot eject CD The CD is not loaded properly in

the drive.

Turn your computer off and insert a

thin metal rod into the emergency

eject hole on the front bezel of the

CD-ROM drive. Press firmly. Slowly

pull the tray out from the drive until

the tray is fully extended; then

remove the CD.

2–8User’s Guide

Computer (F2) Setup

Problems

✎

Refer to the “Computer Setup” chapter for more information about

this utility.

Computer (F2) Setup Problems

Problem Possible Cause Solution

Unable to exit Computer Setup

and enter Windows 98

Not using the arrow keys to

navigate.

Go to the Menu bar, select Exit, and

follow the on-screen instructions.

Unable to disable Power

Management in Computer Setup

in Windows 98, or screen blacks

out after 15-20 minutes

Power Management is enabled. Go to Computer Setup; under Power

Management, set to Disabled.

Cannot set NumLock key power-

on state

NumLock is not set in Computer

Setup.

Go to Computer Setup; select

Advanced. Select Boot Settings

Configuration. NumLock power-on

state can be set using the arrow keys.

User’s Guide 2–9

Diskette Drive

Problems

✎

You may need to reconfigure the computer when you add or remove

hardware, such as an additional diskette drive. Refer to the

“Hardware Installation Problems” section of this chapter.

Diskette Drive Problems

Problem Possible Cause Solution

Diskette drive light stays on The diskette is inserted

incorrectly.

Remove the diskette and reinsert.

The diskette is damaged. In Windows 98, run Scan Disk.

Click

Start→Programs→Accessories→

System Tools→ScanDisk.

Diskette drive cannot write to a

diskette

The diskette is write-protected. Use another diskette or remove the

write protection by sliding the black

tab on the corner of the diskette until

the window is closed.

Your computer is writing to the

wrong drive.

Check your application to see which

drive it is trying to access; then

change the drive letter or the path if

necessary.

Not enough space is left on the

diskette.

Use another diskette that has more

free disk space.

The diskette drive is disabled. Click Control Panel→System, and

select the Device Manager tab. Click

the diskette drive On.

Diskette drive cannot read a

diskette

The diskette is not formatted or is

formatted incorrectly.

Format the diskette.

From the Windows 98 desktop,

double-click My Computer→3.5"

Floppy→File→Format. Fill in the

appropriate information. Press Start.

Reformatting the diskette will destroy

all data on the diskette.

The diskette is the wrong type for

the drive.

Use the correct diskette type. LS-120

disks will not work in a diskette drive.

Error message appears while

information is writing to the

diskette drive

The diskette was removed while

the drive light was on.

Diskette or files may be damaged.

Recopy the information onto a new or

reformatted diskette.

2–10 User’s Guide

DVD-ROM Problems

✎

This feature is not currently available for Windows NT.

DVD-ROM Problems

Problem Possible Cause Solution

Certain files on a DVD disk will

not play using the MediaPlayer

The MediaPlayer does not initiate

the authentication process

necessary for playback of DVD

files. Attempts to play these files

will result in no video being

played.

Use the DVD Player to play all

content. This is the correct way to

view all DVD files.

A DVD disk inserted in the DVD-

ROM drive with DVD Player

running will not play

In the drivers for most DVD-ROM

drives there is an Auto-Insert

Notification option that is turned

on by default. This option lets the

operating system know when a

DVD or compact disk is inserted

into the DVD-ROM drive. The

purpose of the feature is to begin

running software or to begin

playback of a disk when it is first

inserted into the drive without the

need for running an application.

If this option is turned off, the

DVD Player application does not

know that you inserted a DVD

disk.

To turn this option on, use the

following procedure:

1. Click Start→Settings→Control

Panel.

2. Double-click the System icon;

then select the Device Manager

tab.

3. Locate the CD-ROM listing, and

click the entry for your DVD-

ROM drive.

4. Click the Properties button and

then the Settings tab.

5. Locate and click the checkbox

labeled Auto Insert Notification.

6. Click OK to save the change.

7. Restart Windows 98, if

necessary, for the change to

become active.

When playing a DVD, you get an

“invalid/illegal region code”

message

The DVD does not match the

region code for your player.

Set the correct region code for your

region.

If you have already selected a region

code permanently, you will be unable

to change it.

User’s Guide 2–11

Hard Drive Problems

CAUTION: Reformatting the hard drive erases all of your files

permanently; be sure to make backup diskettes of your information

before reformatting the drive. Compaq also recommends that you

have a backup of your pre-installed software before reformatting

the hard drive.

Hard Drive Problems

Problem Possible Cause Solution

Hard drive error occurs The hard drive has bad sectors

or has failed.

If you are running Windows 98, press

Start→Programs→Accessories→

System Tools→ScanDisk. Place a

check in the Automatically Fix Errors

box. Start the ScanDisk utility.

Reformat the hard drive.

Contact your Compaq authorized

dealer, reseller, or service provider or

the Compaq Customer Support

Center for assistance.

2–12 User’s Guide

Hardware Installation

Problems

You may need to reconfigure your computer when you add or remove

hardware, such as an additional diskette drive. If you install a Plug

and Play device, Windows 98 automatically recognizes the device and

configures the computer.

If you install a non Plug and Play device, you must reconfigure the

computer after installing the new hardware. In Windows 98, select the

Add Hardware icon in the Control Panel and follow the instructions

that appear on the screen.

Hardware Installation Problems

Problem Possible Cause Solution

New external hardware device is

not working properly

Your computer did not

automatically configure the new

device.

Check the documentation that came

with the device to see if any device

drivers need to be installed. If

necessary, install the correct device

drivers.

The cable(s) for the new external

device are loose, or the power

cables are unplugged.

Ensure that all cables are connected

properly and securely, and verify that

pins in the cable and the connector

are not bent down.

The power switch of the new

external device is not turned on

or was turned on after your

computer was turned on.

Turn your computer off, turn the

external device on, and then turn your

computer on to allow the computer to

recognize the new device.

The device was plugged in while

your computer was on and was

not recognized by your computer.

Turn your computer off.

Reattach the external device and turn

it on; then turn your computer on. This

allows your computer to see the new

device.

Second Ultra ATA hard drive

does not perform optimally

The cable is the wrong type for

the drive type.

Reinstall the second Ultra ATA hard

drive using an 80-conductor cable.

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