Compaq Evo W8000 User manual

b

Troubleshooting Guide

Compaq Evo Desktop Family

Compaq Evo Workstation Family

Document Part Number: 177620-006

May 2002

This guide provides helpful hints and solutions for troubleshooting

the above products as well as scenarios for possible hardware and

software problems.

177620-006.book Page i Thursday, March 14, 2002 3:16 PM

Compaq, the Compaq logo and Evo are trademarks of Compaq Information

Technologies Group, L.P. in the U.S. and/or other countries.

Microsoft, MS-DOS, Windows, Windows NT, and Windows XP are trademarks

of Microsoft Corporation in the U.S. and/or other countries.

All other product names mentioned herein may be trademarks of their respective

companies.

Compaq shall not be liable for technical or editorial errors or omissions

contained herein. The information is provided “as is” without warranty of any

kind and is subject to change without notice. The warranties for Compaq

products are set forth in the express limited warranty statements accompanying

such products. Nothing herein should be construed as constituting an additional

warranty.

Å

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

directions could result in bodily harm or loss of life.

Ä

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

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

Troubleshooting Guide

Sixth Edition May 2002

Document Part Number: 177620-006

177620-006.book Page ii Thursday, March 14, 2002 3:16 PM

Troubleshooting Guide iii

Contents

1 Computer Diagnostic Features

Compaq Diagnostics for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–1

Installing Compaq Diagnostics for Windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3

Using Categories in Compaq Diagnostics for Windows . . . . . . . . . . . . . . . . . . . . 1–4

Running Diagnostic Tests in Compaq Diagnostics for Windows . . . . . . . . . . . . . 1–5

Compaq Configuration Record Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–7

Running Configuration Record Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–7

Compaq Remote Diagnostics Enabling Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–8

Starting the Remote Diagnostics Enabling Agent . . . . . . . . . . . . . . . . . . . . . . . . . 1–9

Protecting Your Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–10

Restoring Your Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–10

2 Troubleshooting Without Diagnostics

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

Solving General Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–3

Solving Power Supply Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–6

Solving Diskette Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–8

Solving Hard Drive Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–12

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

Solving Audio Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–18

Solving Printer Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–21

Solving Keyboard and Mouse Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–22

Solving Hardware Installation Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–24

Solving Network Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–26

Solving Processor Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–29

Solving Memory Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–30

Solving SCSI Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–32

Solving CD-ROM and DVD Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–33

Solving Software Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–35

Contacting Compaq Customer Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–36

177620-006.book Page iii Thursday, March 14, 2002 3:16 PM

iv Troubleshooting Guide

Contents

A Post Error Messages

POST Numeric Codes and Text Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–1

POST Diagnostic Keyboard LEDs, Front Panel LEDs and Audible Codes . . . . . . . . A–14

B Password Security and Resetting CMOS

Resetting the Password Jumper. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–2

Clearing and Resetting the CMOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–3

Using the CMOS Button. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–3

Using Computer Setup to Reset CMOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–5

C Drive Protection System (DPS)

Introducing the Drive Protection System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C–1

Accessing DPS Through Compaq Diagnostics for Windows . . . . . . . . . . . . . . . . C–2

Accessing DPS Through Computer Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C–3

D Setting up Analog/Digital Audio Output

Microsoft Windows 98 and Microsoft Windows 2000 . . . . . . . . . . . . . . . . . . . . . D–1

Microsoft Windows NT 4.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D–2

Microsoft Windows XP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D–2

E Installing SCSI Drivers for Windows NT Installation

Index

177620-006.book Page iv Thursday, March 14, 2002 3:16 PM

Troubleshooting Guide 1–1

1

Computer Diagnostic Features

Compaq Diagnostics for Windows

The Compaq Diagnostics for Windows (DFW) utility is a component

of Intelligent Manageability that allows you to view information

about the hardware and software configuration of your computer

while running Microsoft Windows (Microsoft Windows 98,

Microsoft Windows Me, Microsoft Windows 2000, Microsoft

Windows NT 4.0, and Microsoft Windows XP). It also allows you to

perform hardware and software tests on the subsystems of your

computer.

When you invoke Diagnostics for Windows, the Overview screen is

displayed, which shows the current configuration of the computer.

From the Overview screen, there is access to several categories of

information about the computer and the Test tab. The information in

every screen of the utility can be saved to a file or printed.

✎

To test all subsystems, you must log in as the administrator. If you do

not log in as the administrator, you will be unable to test some

subsystems. The inability to test a subsystem will be indicated by an

error message under the subsystem name in the TEST window or by

shaded check boxes that cannot be selected.

177620-006.book Page 1 Thursday, March 14, 2002 3:16 PM

1–2 Troubleshooting Guide

Computer Diagnostic Features

Menu Bar—File, Categories, Navigation, Level, Tab, Help

At the top of the Compaq Diagnostics for Windows screen is the

Menu Bar consisting of six pull-down menus:

■

File—Save As, Print, Printer Setup, Exit

■

Categories—See the list of categories in the following section

■

Navigation—Previous Category (

F5

), Next Category (

F6

)

■

Level—Less (

F7

), More (

F8

) <information on the screen>

■

Tab—Overview, Test, Status, Log, Error

■

Help—Contents, How to use Help, About

ToolBar—Icons for Different Categories of Information

Below the Menu Bar is a row of icons for each of the following

categories of information about the computer:

■

System—System board, ROM, date, and time information

■

Asset Control—Asset tag, system serial number, and processor

information

■

Input Devices—Keyboard, mouse, and joystick(s) information

■

Communication—Ports in system and information about each

■

Storage—Storage drives in system and information about each

■

Graphics—Graphics system information

■

Memory—System board and Windows memory information

■

Multimedia—Optical storage (CD, DVD, and so on) and audio

information

■

Windows—Windows information

■

Architecture—PCI Device information

■

Resources—IRQ, I/O, and Memory Map information

■

Health—Status of system temperature and hard drives

■

Miscellaneous—CMOS, DMI, BIOS, System, Product Name,

and Serial Number

177620-006.book Page 2 Thursday, March 14, 2002 3:16 PM

Troubleshooting Guide 1–3

Computer Diagnostic Features

Tabs—Overview, Test, Status, Log, Error

Below the ToolBar are five tabs:

■

Overview—The Overview window displays general overview

information about the computer. This is the window that is

displayed when you first start the utility. The left side of the

window shows hardware information, and the right side of the

window shows software information.

■

Test—The Test window allows you to choose various parts of

the system to test. You can also choose the type of test and

testing mode.

■

Status—The Status window displays the status of each test in

progress. You can cancel testing by clicking the Cancel Testing

button.

■

Log—The Log window displays a log of tests for each device.

■

Error—The Error window displays any errors that occurred

during device testing. The window lists the device being tested,

the type and number of errors, and the error code.

Installing Compaq Diagnostics for Windows

This operation is required only if the diagnostics program software

has been loaded on the hard drive but not installed.

1. Close any Windows applications.

2. Double-click the Compaq Diagnostics for Windows icon,

located on the Windows Desktop.

177620-006.book Page 3 Thursday, March 14, 2002 3:16 PM

1–4 Troubleshooting Guide

Computer Diagnostic Features

3. Click Next to install Compaq Diagnostics for Windows.

4. After the program has finished installing, you may be prompted

to restart the computer, or it may automatically restart. If

prompted, click Finish to restart the computer or Cancel to exit

the program. You must restart the computer to complete the

installation of Compaq Diagnostics for Windows.

✎

If you want to upgrade an existing version of Compaq Diagnostics

for Windows installed on your computer, visit

www.compaq.com/support/files and click on an applicable product.

In the next window, find Option 2—Locate by Category. Select

Management Applications and Utilities. Click Locate Software

and download the latest version. Execute the downloaded file and

select Repair to update the installed version. This will cause the new

version to overwrite the old version.

Using Categories in Compaq Diagnostics for Windows

To use the categories do the following:

1. Click Start > Compaq Information Center > Compaq

Diagnostics for Windows. You can also select the Compaq

Diagnostics for Windows icon, located in the Control Panel.

The screen displays the overview of the computer hardware and

software.

2. For specific hardware and software information, select a category

from the Categories pull-down menu or the appropriate icon on

the toolbar.

✎

As you move your cursor over the toolbar icons, the corresponding

category name displays near the cursor.

3. To display more detailed information in a selected category, click

More in the Information Level box in the lower left corner of the

window or click Level at the top of the screen and select More.

4. Review, print, and/or save this information as needed.

177620-006.book Page 4 Thursday, March 14, 2002 3:16 PM

Troubleshooting Guide 1–5

Computer Diagnostic Features

✎

To print the information, click File, then select Print. Select one of

the following options: Detailed Report (All Categories), Summary

Report (All Categories), or Current Category. Click OK to print

the report you selected.

✎

To save the information, click File, then select Save As. Select one of

the following options: Detailed Report (All Categories), Summary

Report (All Categories), or Current Category. Click OK to save

the report you selected.

5. To exit Compaq Diagnostics for Windows, click File, and then

click Exit.

Running Diagnostic Tests in Compaq Diagnostics for

Windows

To run diagnostic tests:

1. Click Start > Compaq Information Center > Compaq

Diagnostics for Windows. You can also select the Compaq

Diagnostics for Windows icon, located in the Control Panel.

The screen displays the overview of the computer hardware and

software. Five tabs are displayed below the row of icons:

Overview, Test, Status, Log, and Error.

2. Click the Test tab, or click Tab at the top of the screen and

select Test.

177620-006.book Page 5 Thursday, March 14, 2002 3:16 PM

1–6 Troubleshooting Guide

Computer Diagnostic Features

3. Select one of the following options:

❏

Quick Test—Runs a quick, general test on each device.

Requires no user intervention if Unattended Mode is selected.

❏

Complete Test—Runs maximum testing of each device. The

user can select Interactive Mode or Unattended Mode.

❏

Custom Test—Runs only the tests you select. To select

specific devices or tests, find the device in the list, then select

the check box beside each test. When selected, a red check

mark is displayed in the box. Some tests selected may require

user intervention.

✎

To test all subsystems, you must log in as the administrator. If you do

not log in as the administrator, you will be unable to test some

subsystems. The inability to test a subsystem will be indicated by an

error message under the subsystem name in the Test window or by

shaded boxes that cannot be checked.

4. Select Interactive Mode or Unattended Mode. In Interactive

Mode, the diagnostic software will prompt you for input during

tests that require it. Some tests require interaction and will

display errors or halt testing if selected in conjunction with

Unattended Mode.

5. Click the Begin Testing button at bottom of window. Test Status

is displayed, showing the progress and result of each test. For

more details on the tests run, click the Log tab or click Tab at the

top of the screen and select Log.

6. If errors are found, click the Error tab to display more detailed

information and recommended actions. By following the

recommended actions, you may be able to solve some problems

yourself.

7. Click Print or save the error information in case you need to

contact your Compaq authorized dealer, reseller, or service

provider for assistance.

8. To exit Compaq Diagnostics for Windows, click File, then

click Exit.

177620-006.book Page 6 Thursday, March 14, 2002 3:16 PM

Troubleshooting Guide 1–7

Computer Diagnostic Features

Compaq Configuration Record Utility

Compaq Configuration Record Utility is a windows-based

information-gathering tool similar to other Compaq management

tools. It gathers critical hardware and software information from

various computer subsystems to give a complete view of your desktop

or workstation. Configuration Record Utility provides a means for

automatically identifying and comparing configuration changes, and

has the ability to maintain a configuration history. The information

can be saved as a history of multiple sessions.

This utility was developed to allow resolution of problems without

taking the desktop or workstation offline and to assist in maximizing

the desktop or workstation availability. The information obtained

by the utility is useful in troubleshooting system problems, and

streamlines the service process by enabling quick and easy

identification of system configurations, which is the first step

in resolving service cases.

The Compaq Configuration Record Utility gathers information

automatically on the hardware and operating system software to

deliver a comprehensive view of the system. It gathers information

on such items as the ROM, asset tag, processor, physical drives,

PCI devices, memory, graphics, operating system version number,

operating system parameters, and the operating system startup files

and displays it. If the original Base.log file is present in the cpqdiags

directory, the Base.log file is displayed next to the Now.log file in a

split window with the differences between the two highlighted in the

color red.

Running Configuration Record Utility

To run this program:

1. Click Start > Compaq Information Center > Compaq

Configuration Record. You can also select the Compaq

Configuration Record icon, located in the Control Panel.

177620-006.book Page 7 Thursday, March 14, 2002 3:16 PM

1–8 Troubleshooting Guide

Computer Diagnostic Features

✎

The Compaq Configuration Record Utility has two view options:

Show Changed Items Only and Show All. The default view is Show

Changed Items Only, therefore all the text is displayed in the color

red since it shows only the differences. Switching to Show All

displays the complete, comprehensive view of the system.

✎

The Compaq Configuration Record Utility is part of Compaq

Diagnostics for Windows. Whenever you upgrade Compaq

Diagnostics for Windows, the Compaq Configuration Record Utility

is also upgraded.

2. The default view is Show Changed Items Only. To view all the

information gathered by Compaq Configuration Record, click

View at the top of the window and select Show All, or click the

Show All Items icon.

3. To save the information in the left or right window, select File >

Save Window File and then select Left Window File or Right

Window File.

✎

Saving the configuration of the computer periodically allows the user

to keep a history of the configuration. This history may be useful to

your service provider if the system ever encounters a problem that

needs debugging.

4. To exit Compaq Configuration Record, click File, then click Exit.

Compaq Remote Diagnostics Enabling Agent

This utility was developed to allow faster resolution of problems

without having to visit a site and take the computer offline and to

assist in maximizing computer availability. The information obtained

by the utility is useful in troubleshooting computer problems, and

streamlines the service process by enabling quick and easy

identification of computer problems.

✎

The Compaq Remote Diagnostics Enabling Agent only works if

Diagnostics for Windows is also installed.

177620-006.book Page 8 Thursday, March 14, 2002 3:16 PM

Troubleshooting Guide 1–9

Computer Diagnostic Features

The Compaq Remote Diagnostics Enabling Agent provides a Web

browser interface to Compaq Diagnostics for Windows. This enables

remote control of the diagnostics and facilitates easy transfer of

computer information from remote machines to a service provider.

The Compaq Remote Diagnostics Enabling Agent captures hardware

configuration and provides the ability to perform tests remotely to

diagnose computer problems. In addition, the Compaq Remote

Diagnostics Enabling Agent identifies any computer hardware device

problems signaled by the Compaq DMI management agents. These

hardware devices are automatically selected for testing by the

Compaq Remote Diagnostics Enabling Agent.

Use of Compaq Remote Diagnostics Enabling Agent reduces the time

and effort needed to perform hardware diagnostic tasks. By allowing

the service personnel direct access to computer hardware diagnostic

tools, the Compaq Remote Diagnostics Enabling Agent delivers a

view of the computer hardware devices and the tests available to

isolate hardware problems with the ease and simplicity of a single

tool. This approach minimizes problem resolution time, and also

minimizes administration resources because less time is spent visiting

a site or communicating with a user over the phone to resolve

computer hardware problems when they do occur.

✎

The Compaq Remote Diagnostics Enabling Agent was designed

to work in the Compaq Insight Manager LC environment. It is

pre-loaded on most commercial desktops and workstations and

is available through a SoftPaq at www.compaq.com under

Management Applications and Utilities.

Starting the Remote Diagnostics Enabling Agent

1. Select the Compaq Remote Diagnostics icon located in the

Control Panel.

✎

The Compaq Remote Diagnostics Enabling Agent allows you to run

Diagnostic Test or the Configuration Record Utility in a browser

window. Both of these utilities can be run remotely or locally.

2. To exit Compaq Remote Diagnostics, click File and then click

Close.

177620-006.book Page 9 Thursday, March 14, 2002 3:16 PM

1–10 Troubleshooting Guide

Computer Diagnostic Features

Protecting Your Software

To protect software from loss or damage, you should keep a backup

copy of all system software, applications, and related files stored on

the hard drive. See the operating system or backup utility

documentation for instructions on making backup copies of data files.

Restoring Your Software

The operating system and software can be restored to its original state

as when you purchased the computer by using your Compaq Restore

Kit. See your Compaq Restore Kit for complete instructions on using

this feature.

177620-006.book Page 10 Thursday, March 14, 2002 3:16 PM

Troubleshooting Guide 2–1

2

Troubleshooting Without Diagnostics

This guide provides information on how to identify and correct

minor disk, graphics, memory, and software problems. It also

explains many of the messages that may be displayed on the screen,

including specific error messages that may appear during the

Power-On Self-Test (POST) at startup.

POST Message Disabled suppresses most system messages during

POST, such as memory count and non-error text messages. In this

mode, the Compaq logo and Web address appear on the computer

monitor. If a POST error occurs, the screen will display the error

message. To manually switch to the POST Messages Enabled mode

during POST, press any key (except

F10

or

F12

). The default mode is

POST Message Disabled.

The speed at which the computer loads the operating system and the

extent to which it is tested are determined by the POST mode

selection.

Quick Boot is a fast startup process that does not run all of the system

level tests, such as the memory test. Full Boot runs all of the

ROM-based system tests and takes longer to complete.

Full Boot may also be enabled to run every 1 to 30 days on a regularly

scheduled basis. To establish the schedule, reconfigure your computer

to the Full Boot Every x Days mode, using Computer Setup.

✎

For more information on Computer Setup, see the Computer Setup

(F10) Utility Guide.

177620-006.book Page 1 Thursday, March 14, 2002 3:16 PM

2–2 Troubleshooting Guide

Troubleshooting Without Diagnostics

Helpful Hints

If you encounter some minor problems with your computer, monitor,

or software, see the following list of general suggestions before taking

further action:

■

Check that the computer and monitor are plugged into a working

electrical outlet.

■

Check to see that the computer is turned on and the green power

light is on.

■

Check to see that the monitor is turned on and the green monitor

light is on.

■

Turn up the brightness and contrast controls of the monitor if the

monitor is dim.

■

Press and hold any key. If the system beeps, then your keyboard

should be operating correctly.

■

Check all cable connections for loose connections or incorrect

connections.

■

Reconfigure your computer after installing a non–plug and play

expansion board or other option. See “Solving Hardware

Installation Problems” for instructions.

■

Be sure that all the needed device drivers have been installed. For

example, if you are using a printer, you need a driver for that

model printer.

■

Remove all diskettes from your system before turning it on.

■

If you have installed an operating system other than the

factory-installed operating system, check to be sure that it is

supported on your system.

■

If your system has an AGP card installed (on select models only),

the monitor must be plugged into the monitor connector on the

AGP card. The other monitor connector is disabled and if the

monitor is connected into this port, the monitor will not function.

Ä

CAUTION: When the computer is plugged into an AC power source,

there is always voltage applied to the system board. You must

disconnect the power cord from the power source before opening the

computer to prevent system board or component damage.

177620-006.book Page 2 Thursday, March 14, 2002 3:16 PM

Troubleshooting Guide 2–3

Troubleshooting Without Diagnostics

Solving General Problems

You may be able to easily resolve the general problems described in

this section. If a problem persists and you are unable to resolve it

yourself or if you feel uncomfortable about performing the operation,

contact your Compaq authorized dealer or reseller.

Solving General Problems

Problem Cause Solution

Computer won’t

turn on.

Computer is not

connected to an external

power source.

Connect to an external power

source.

Cables to the external

power source are

unplugged.

Ensure that cables connecting the

computer to the external power

source are plugged in properly and

the wall outlet is active.

A defective PCI card has

been installed.

Remove any expansion board that

was just installed.

Drive power, data, or

power supply cables

may not be properly

connected.

Reseat drive power, data, and power

supply cables.

Power line selector

switch on rear of

computer chassis not

switched to correct line

voltage (115V or 230V)

(some models).

Select the proper AC voltage using

the slide switch.

Computer appears

locked up and won’t

turn off when the

power button is

pressed.

Software control of the

power switch is not

functional.

Press and hold the power button for

at least 4 seconds until the computer

turns off.

177620-006.book Page 3 Thursday, March 14, 2002 3:16 PM

2–4 Troubleshooting Guide

Troubleshooting Without Diagnostics

Computer date and

time display is

incorrect.

RTC (real-time clock)

battery may need to be

replaced. Battery life is

approximately 3–5 years.

First, reset the date and time under

Control Panel

(

Computer Setup

can also be used to update the

RTC date and time). If the problem

persists, replace the RTC battery.

See the

Hardware Reference Guide

for instructions on installing a new

battery, or contact your Compaq

authorized dealer or reseller for RTC

battery replacement.

Computer powered off

automatically and the

Power LED is:

1. Flashing Red or

Yellow four times

per second, OR

2. Flashing Red or

Yellow two times

one second apart,

followed by a two

second pause, OR

3. Not flashing.

The unit temperature was

exceeded. A fan may be

blocked or not turning.

OR the heatsink is not

properly attached to the

processor.

1. Unit is in an exceedingly hot

environment. Let it cool down.

2. Ensure computer air vents are

not blocked and internal fans are

running (such as the power

supply fan, chassis fan, and/or

the processor fan).

3. Ensure heatsink is properly

seated.

4. Contact Compaq authorized

reseller or service provider.

The unit temperature was

exceeded because the

computer was functioning

with the cover or access

panel removed.

Replace cover or access panel, and

let the computer cool down before

attempting to turn on power to the

computer.

Air Baffle (if required) is

not installed properly to

redirect air flow over

processor.

Reseat Air Baffle per instructions in

the

Hardware Reference Guide.

Processor or system fan

has failed.

Contact a Compaq authorized

service provider to replace the

processor or system fan.

Solving General Problems

(Continued)

Problem Cause Solution

177620-006.book Page 4 Thursday, March 14, 2002 3:16 PM

Troubleshooting Guide 2–5

Troubleshooting Without Diagnostics

Computer appears to

pause periodically.

Network driver is loaded

and no network

connection is

established.

Establish a network connection, or

use Computer Setup or Microsoft

Windows Device Manager to disable

the network controller.

Cannot remove

computer cover or

access panel.

Smart Cover Lock,

featured on some

computers, is locked.

Unlock the Smart Cover Lock using

Computer Setup.

The Smart Cover FailSafe Key, a

device for manually disabling the

Smart Cover Lock, is available from

Compaq. You will need the FailSafe

Key in case of forgotten password,

power loss, or computer malfunction.

Poor performance is

experienced.

Processor is hot. 1. Make sure the airflow to the

computer is not blocked.

2. Make sure the fans are

connected and working properly

(some fans only operate when

needed).

3. Make sure the processor

heatsink is installed properly.

Cursor will not move

using the arrow keys

on the keypad.

The

Num Lock

key

may be on.

Press the

Num Lock

key. The

Num Lock light should not be on if

you want to use the arrow keys.

Solving General Problems

(Continued)

Problem Cause Solution

177620-006.book Page 5 Thursday, March 14, 2002 3:16 PM

2–6 Troubleshooting Guide

Troubleshooting Without Diagnostics

Solving Power Supply Problems

Problem Cause Solution

Computer won’t turn on

(Power LED on front of

computer not on).

Computer is not

connected to an

external power source.

Connect to an external power

source.

Cables to the external

power source are

unplugged.

Ensure that cables connecting the

computer to the external power

source are plugged in properly

and the wall outlet is active.

Power switch not

connected to the

system board

(supported on select

models only).

Plug the power switch cable into

the system board.

Power line selector

switch on rear of

computer chassis not

switched to correct line

voltage (115V or 230V)

(some models).

Select the proper AC voltage using

the slide switch.

Wall outlet is defective. Test the outlet by connecting a

different electrical device to the

outlet.

Power LED flashes Red or

Yellow every 2 seconds on

most models.

Power supply

overloaded or short

was detected.

Unplug computer from AC power.

Unplug internal power cables from

all devices and unplug all PCI

cards. Reconnect devices one at

a time and turn power on to identify

the cause.

Diskette drive power

cable not properly

connected.

When installing power cable to

diskette drive, ensure that all 4 pins

on the drive are connected to the

power cable connector.

177620-006.book Page 6 Thursday, March 14, 2002 3:16 PM

Page is loading ...

Compaq Evo W8000 User manual

Compaq Evo W8000 User manual

Related papers

Other documents