HP Compaq dc5100 Microtower PC User guide

Troubleshooting Guide

Business Desktops

Document Part Number: 361204-001

May 2004

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, MS-DOS, Windows, and Windows NT 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.

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

Business Desktops

First Edition (May 2004)

Document Part Number: 361204-001

Troubleshooting Guide www.hp.com iii

Contents

1 Computer Diagnostic Features

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

Detecting Diagnostics for Windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–2

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

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

Running Diagnostic Tests in Diagnostics for Windows. . . . . . . . . . . . . . . . . . . . . 1–6

Configuration Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–9

Installing Configuration Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–10

Running Configuration Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–10

Protecting the Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–11

Restoring the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–11

2 Troubleshooting Without Diagnostics

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

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

Helpful Hints. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–4

Solving General Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–6

Solving Power Supply Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–10

Solving Diskette Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–12

Solving Hard Drive Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–15

Solving MultiBay Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–18

Solving Display Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–19

Solving Audio Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–24

Solving Printer Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–27

Solving Keyboard and Mouse Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–28

Solving Hardware Installation Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–30

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

Solving Memory Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–37

Solving Processor Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–38

iv www.hp.com Troubleshooting Guide

Contents

Solving CD-ROM and DVD Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–39

Solving Drive Key Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–41

Solving Internet Access Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–41

Solving Software Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–44

Contacting Customer Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–45

A POST Error Messages

POST Numeric Codes and Text Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–2

POST Diagnostic 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)

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

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

D Setting up Analog/Digital Audio Output

Index

Troubleshooting Guide www.hp.com 1–1

1

Computer Diagnostic Features

Diagnostics for Windows

The Diagnostics for Windows (DFW) utility allows you to view

information about the hardware and software configuration of the

computer while running Microsoft Windows XP. It also allows you to

perform hardware and software tests on the subsystems of the

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.

Use Diagnostics for Windows 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.

Third party devices not supported by HP may not be detected by

Diagnostics for Windows. Save, print, or display the information

generated by the utility. You should run tests and have the printed

report available before placing a call to the Customer Support Center.

1–2 www.hp.com Troubleshooting Guide

Computer Diagnostic Features

Detecting Diagnostics for Windows

Some computers ship with the Diagnostics for Windows preloaded,

but not preinstalled. You may have installed it earlier, along with

other utilities, or it may have been installed by another user.

To determine whether Diagnostics for Windows is installed:

1. Access the location of the Diagnostics icons. In Windows XP

Home or Windows XP Professional, select Start > Control

Panel.

2. Look through the displayed icons in the Control Panel.

❏ If icons for Configuration Record and Diagnostics for

Windows are included, the Diagnostics for Windows utility is

installed.

❏ If icons for Configuration Record and Diagnostics for

Windows are not included, the Diagnostics for Windows

utility may be loaded, but not installed.

Troubleshooting Guide www.hp.com 1–3

Computer Diagnostic Features

Installing Diagnostics for Windows

If Diagnostics for Windows is not preloaded, you can download the

Diagnostics for Windows SoftPaq from the following Web site:

www.hp.com/support

The following 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. Install the Diagnostics for Windows utility:

❏ In Windows XP, select Start > Software Setup icon. Select

Diagnostics for Windows > Next button, then follow the

instructions on the screen.

❏ If the Setup Software icon is not on the Desktop or in the

Start menu, run the Setup program from the

C:\CPQAPPS\DIAGS directory or select Start > Run and

type the following in the command line:

C:\CPQAPPS\DIAGS\SETUP.

3. Click Next to install 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 Diagnostics for Windows.

✎

If you want to upgrade an existing version of Diagnostics

for Windows installed on the computer, visit

www.hp.com/support to

locate and download the latest Diagnostics for Windows SoftPaq.

1–4 www.hp.com Troubleshooting Guide

Computer Diagnostic Features

Using Categories in Diagnostics for Windows

To use the categories do the following:

1. Click Start > HP Information Center > Diagnostics for

Windows. You can also select the Diagnostics for Windows

icon, located in the Control Panel, by clicking Start > Control

Panel, then select Diagnostics for Windows.

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 the 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.

✎

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 Diagnostics for Windows, click File, and then click Exit.

Troubleshooting Guide www.hp.com 1–5

Computer Diagnostic Features

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

At the top of the 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

Tool Bar—Icons for Different Categories of Information

Below the Menu Bar, the Tool Bar contains 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

1–6 www.hp.com Troubleshooting Guide

Computer Diagnostic Features

Tabs—Overview, Test, Status, Log, Error

Below the Tool Bar 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.

Running Diagnostic Tests in Diagnostics for Windows

To run diagnostic tests:

1. Click Start > HP Information Center > Diagnostics for

Windows. You can also select the Diagnostics for Windows

icon, located in the Control Panel, by clicking Start > Control

Panel, then select Diagnostics for Windows.

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.

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.

Troubleshooting Guide www.hp.com 1–7

Computer Diagnostic Features

❏ 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.

❏ Interactive Mode provides maximum control over the testing

process. You determine whether the test passed or failed and

may be prompted to insert or remove devices.

❏ Unattended Mode does not display prompts. If errors are

found, they are displayed when testing is complete.

5. Click the Begin Testing button at the bottom of the 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. To view a test report, select a tab:

❏ The Status tab summarizes the tests run, passed, and failed

during the current testing session.

1–8 www.hp.com Troubleshooting Guide

Computer Diagnostic Features

❏ The Log tab lists tests run on the system, the numbers of

times each test has run, the number of errors found on each

test, and the total run time of each test.

❏ The Error tab lists all errors found on the computer with

their error codes.

7. To save a test report:

❏ Select the Log tab Save button to save a Log tab report.

❏ Select the Error tab Save button to save an Error tab report.

8. To print a test report:

❏ If the report is on the Log tab, select File > Save As, then

print the file from the selected folder.

❏ If the report is on the Error tab, select the Error tab Print

button.

9. 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.

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

contact an authorized dealer, reseller, or service provider for

assistance.

11. To exit Diagnostics for Windows, click File, then click Exit.

Troubleshooting Guide www.hp.com 1–9

Computer Diagnostic Features

Configuration Record

The Configuration Record utility is a windows-based

information-gathering tool similar to other management tools. It

gathers critical hardware and software information from various

computer subsystems to give a complete view of the computer.

Configuration Record 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 computer offline and to assist in maximizing the computer

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 Configuration Record 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.

1–10 www.hp.com Troubleshooting Guide

Computer Diagnostic Features

Installing Configuration Record

The Configuration Record is part of Diagnostics for Windows.

Whenever you install Diagnostics for Windows, the Configuration

Record is also installed.

Running Configuration Record

To run this program:

1. Click Start > HP Information Center > Configuration Record.

You can also select the Configuration Record icon, located in

the Control Panel, by clicking Start > Control Panel, then select

Configuration Record.

✎

The 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.

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

information gathered by 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 Configuration Record, click File, then click Exit.

Troubleshooting Guide www.hp.com 1–11

Computer Diagnostic Features

Protecting the 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 the Software

The Windows operating system and software can be restored to the

original state that they were when you purchased the computer by

using the Restore Plus! CD. See the documentation included with the

Restore Plus! CD for complete instructions on using this feature.

1–12 www.hp.com Troubleshooting Guide

Computer Diagnostic Features

Troubleshooting Guide www.hp.com 2–1

2

Troubleshooting Without Diagnostics

This chapter provides information on how to identify and correct

minor problems, such as diskette drive, hard drive, optical drive,

graphics, audio, memory, and software problems. If you encounter

problems with the computer, refer to the tables in this chapter for

probable causes and recommended solutions.

✎

For information on specific error messages that may appear on the

screen during Power-On Self-Test (POST) at startup, refer to

Appendix A, “POST Error Messages.”

Safety and Comfort

Å

WARNING: Misuse of the computer or failure to establish a safe

and comfortable work environment may result in discomfort or

serious injury. Refer to the Safety & Comfort Guide on the

Documentation CD and available on the Web site at www.hp.com/ergo,

for more information on choosing a workspace and creating a safe and

comfortable work environment.

This equipment has been tested and found to comply with the limits for a

Class B digital device, pursuant to Part 15 of the FCC Rules. For more

information, refer to Safety & Regulatory Information on the

Documentation CD.

2–2 www.hp.com Troubleshooting Guide

Troubleshooting Without Diagnostics

Before You Call for Technical Support

If you are having problems with the computer, try the appropriate

solutions below to try to isolate the exact problem before calling for

technical support.

■ Run the Diagnostics for Windows utility. Refer to Chapter 1,

“Computer Diagnostic Features” for more information.

■ Run the Drive Protection System (DPS) Self-Test in Computer

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

Documentation CD for more information.

■ Check the Power LED on the front of the computer to see if it is

flashing red. The flashing lights are error codes that will help you

diagnose the problem. Refer to Appendix A, “POST Error

Messages” for more information.

■ If the screen is blank, plug the monitor into a different video port

on the computer if one is available. Or, change out the monitor

with a monitor that you know is functioning properly.

■ If you are working on a network, plug another computer with a

different cable into the network connection. There may be a

problem with the network plug or cable.

■ If you recently added new hardware, remove the hardware and

see if the computer functions properly.

■ If you recently installed new software, uninstall the software and

see if the computer functions properly.

■ Boot the computer to the Safe Mode to see if it will boot without

all of the drivers loaded. When booting the operating system, use

“Last Known Configuration.”

■ Refer to the comprehensive online technical support at

www.hp.com/support.

■ Refer to the following “Helpful Hints” section in this guide.

■ Run the Restore Plus! CD.

Ä

CAUTION: Running the Restore Plus! CD will erase all data on the hard

drive.

Troubleshooting Guide www.hp.com 2–3

Troubleshooting Without Diagnostics

To assist you in resolving problems online, HP Instant Support

Professional Edition provides you with self-solve diagnostics. If you

need to contact HP support, use HP Instant Support Professional

Edition's online chat feature. Access HP Instant Support Professional

Edition at:

www.hp.com/go/ispe.

Access the Business Support Center (BSC) at

www.hp.com/go/bizsupport for the latest online support information,

software and drivers, proactive notification, and worldwide

community of peers and HP experts.

If it becomes necessary to call for technical assistance, be prepared to

do the following to ensure that your service call is handled properly:

■ Be in front of your computer when you call.

■ Write down the computer serial number and product ID number,

and the monitor serial number before calling.

■ Spend time troubleshooting the problem with the service

technician.

■ Remove any hardware that was recently added to your system.

■ Remove any software that was recently installed.

■ Run the Restore Plus! CD.

Ä

CAUTION: Running the Restore Plus! CD will erase all data on the hard

drive.

✎

For sales information and warranty upgrades (Care Packs), call your

local authorized service provider or dealer.

2–4 www.hp.com Troubleshooting Guide

Troubleshooting Without Diagnostics

Helpful Hints

If you encounter problems with the 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 voltage select switch (some models) is set to

the appropriate voltage for your region (115V or 230V).

■ 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.

■ Check the Power LED on the front of the computer to see if it is

flashing red. The flashing lights are error codes that will help you

diagnose the problem. Refer to Appendix A, “POST Error

Messages” for more information.

■ 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 the keyboard

should be operating correctly.

■ Check all cable connections for loose connections or incorrect

connections.

■ Wake the computer by pressing any key on the keyboard or

pressing the power button. If the system remains in suspend

mode, shut down the computer by pressing and holding the power

button for at least four seconds then press the power button again

to restart the computer. If the system will not shut down, unplug

the power cord, wait a few seconds, then plug it in again. The

computer will restart if automatic start on power loss is set in

Computer Setup. If it does not restart, press the power button to

start the computer.

■ Reconfigure the computer after installing a non–plug and play

expansion board or other option. See “Solving Hardware

Installation Problems” for instructions.

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