User manual IBM THINKPAD R50E - Supplementary Guide

ThinkPad® R50 Series Service and Troubleshooting Guide ThinkPad® R50 Series Service and Troubleshooting Guide Note Before using this information and the product it supports, be sure to read the general information under Appendix A, "Important safety instructions", on page 43, Appendix B, "Wireless related information", on page 49, Appendix C, "Warranty information", on page 53, and Appendix D, "Notices", on page 75. DANGER v To avoid electric shock hazard, connect and disconnect cables appropriately when installing, moving or opening the covers of this product or attached devices. Use the power cord with a properly grounded outlet. v Do not leave the base of your computer in contact with your lap or any part of your body for an extended period when the computer is functioning or when the battery is charging. Your computer dissipates some heat during normal operation. This heat is a function of the level of system activity and battery charge level. Extended contact with your body, even through clothing, could cause discomfort or, eventually, a skin burn. v To reduce the risk of electric shock, do not use your computer in or near water. v To avoid electric shock, do not use your computer with the telephone cable connection during an electrical storm. Do not connect the cable to or disconnect it from the telephone outlet on the wall during an electrical storm. v Store packing materials safely out of the reach of children to prevent the risk of suffocation from plastic bags. v The battery pack contains a small amount of harmful substances. There is danger of an explosion if the battery pack is incorrectly replaced, exposed to fire or water, short-circuited or disassembled. Keep the battery pack away from children and do not put it in trash that is disposed of in landfills. v To reduce the risk of fire, use only No. 26 AWG or thicker telephone cable. v The fluorescent lamp in the LCD contains mercury. Do not put it in trash that is disposed of in landfills. Rough handling or dropping the computer can cause the LCD to break and the internal fluid to get into your eyes or on your hands. Immediately wash the affected areas with water. If symptoms persist, seek medical care. v Do not disassemble the optical storage drive unit, as this might result in hazardous radiation exposure. v Avoid direct eye exposure with the laser beam contained in some drives. First Edition (September 2003) The following paragraph does not apply to the United Kingdom or any country where such provisions are inconsistent with local law: INTERNATIONAL BUSINESS MACHINES CORPORATION PROVIDES THIS PUBLICATION AS IS WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF NON-INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Some states do not allow disclaimer of express or implied warranties in certain transactions, therefore, this statement may not apply to you. This information could include technical inaccuracies or typographical errors. Changes are periodically made to the information herein; these changes will be incorporated in new editions of the publication. IBM may make improvements and/or changes in the product(s) and/or the program(s) described in this publication at any time without notice. IBM may use or distribute any of the information you supply in any way it believes appropriate without incurring any obligation to you. © Copyright International Business Machines Corporation 2003. All rights reserved. US Government Users Restricted Rights ­ Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp. Important notice for users Important regulatory notice for users The ThinkPad® R50 Series computer complies with the radio frequency and safety standards of any country or region in which it has been approved for wireless use. You are requested to install and use your ThinkPad computer in strict accordance with the local RF regulations. Before you use the ThinkPad R50 Series computer, please find and read Regulatory Notice for ThinkPad R50 Series, the notice that supplements this Service and Troubleshooting Guide. The notice is included in the package with this publication. Information about hard disk capacity Instead of providing a recovery CD or a Windows® CD with your computer, IBM® provides simpler methods of accomplishing the tasks typically associated with these CDs. The files and programs for these alternative methods are on your hard disk, which eliminates having to locate misplaced CDs and problems associated with using an incorrect CD version. The complete backup of all the files and programs that IBM preinstalled on your computer resides in a hidden section, or partition, of the hard disk. Although hidden, the backups in the partition consume hard disk space. Therefore, when checking the capacity of your hard disk according to Windows, you might note that the total capacity of the disk appears to be smaller than anticipated. This discrepancy is explained by the contents of the hidden partition. (See "Recovering pre-installed software" on page 31.) For more information about recovering your hard disk to the original preinstalled contents, refer to your on-system help source, Access IBM. Press the blue Access IBM button or click the Access IBM icon on your desktop, and then browse the Learn section for various topics that cover backing up and recovering. © Copyright IBM Corp. 2003 iii iv ThinkPad® R50 Series Service and Troubleshooting Guide Finding information with Access IBM The blue Access IBM button can help you in many situations when your computer is working normally; and even when it is not. At your desktop, press the Access IBM button to open Access IBM. Access IBM is your on-board computer help center that brings you informative illustrations and easy-to-follow instructions for getting started and staying productive. You can also use the Access IBM button to interrupt the startup sequence of your computer and start the Access IBM Predesktop Area. If Windows does not start correctly, press the Access IBM button during the startup sequence of your computer and start the Access IBM Predesktop Area. Use this area to run diagnostics, restore your backups (assuming you have made backups using IBM Rapid RestoreTM Ultra), restore to factory contents (ie, what was there when you received your computer), start a utility that enables you to change your startup sequence, and get essential system information, and start the IBM BIOS Setup Utility where you can check and change BIOS settings. Press the Access IBM button to open the application that brings all of IBM's resources to you. On the next page, you will see the Welcome page of Access IBM that explains what each part of Access IBM holds to help you. © Copyright IBM Corp. 2003 v Some of the topics in your help system contain brief video clips that show you how to perform certain tasks, such as replacing your battery, inserting a PC Card, or upgrading your memory. Use the controls shown to play, pause, and rewind the video clip. vi ThinkPad® R50 Series Service and Troubleshooting Guide Contents Important notice for users . . . . Important regulatory notice for users . Information about hard disk capacity. . . . . . . . . iii . iii . iii .v Appendix A. Important safety instructions 43 Laser compliance statement . . . . . . . 47 . . . . . 1 2 3 5 6 Appendix B. Wireless related information Wireless interoperability . . . . . . . Usage environment and your health . . . Authorized Operation Within the United States and Canada . . . . . . . . . Enabling Extended Channel Mode . . . 49 . 49 . 49 . 50 . 51 Getting help Getting help Calling IBM Getting help and service . . . on the Web . . . ....... around the world . . . . . . . . . . . . . . . . . . . . . 38 38 38 41 Finding information with Access IBM . Chapter 1. Overview of your new ThinkPad computer . . . . . . . . . . . . Your ThinkPad at a glance . . . . . . Features . . . . . . . . . . . . . Specifications . . . . . . . . . . . Caring for your ThinkPad computer . . . Chapter 2. Solving computer problems Diagnosing problems . . . . . . . Troubleshooting . . . . . . . . . Error messages . . . . . . . . Errors without messages . . . . . A password problem . . . . . . A power switch problem . . . . . Keyboard problems . . . . . . UltraNav problems. . . . . . . Standby or hibernation problems . . Computer screen problems . . . . Battery problems . . . . . . . Hard disk drive problems . . . . A startup problem . . . . . . . Other problems . . . . . . . . Starting IBM BIOS Setup Utility . . . Recovering pre-installed software . . . Upgrading the hard disk drive . . . . Replacing the battery . . . . . . . . . 11 . . 12 . . 12 . . 12 . . 17 . . 18 . . 19 . . 19 . . 20 . . 21 . . 23 . . 24 . . 25 . . 26 . . 27 . . 30 . . 31 . . 32 . . 35 Appendix C. Warranty information . . . . 53 Warranty service and support . . . . . . 53 Before you call for service . . . . . . 53 Calling for service . . . . . . . . . 54 IBM Statement of Limited Warranty Z125-4753-07 11/2002 . . . . . . . . . 55 Part 1 - General Terms . . . . . . . 55 Part 2 - Country-unique Terms . . . . . 58 Part 3 - Warranty Information . . . . . 70 Guarantee supplement for Mexico . . . 73 Appendix D. Notices. . . . . . . . . 75 Processing date data . . . . . . . . . 75 References to the Web site addresses . . . . 76 Electronic emission notices . . . . . . . 76 Product notice requirements . . . . . . 77 Environmental notices for Japan . . . . . 77 Trademarks . . . . . . . . . . . . 79 Index . . . . . . . . . . . . . . 93 Chapter 3. Getting help and service from IBM. . . . . . . . . . . . . . . 37 © Copyright IBM Corp. 2003 vii viii ThinkPad® R50 Series Service and Troubleshooting Guide Chapter 1. Overview of your new ThinkPad computer Your ThinkPad at a glance Features . . . . . . . . . . . . . . . . . . . .2 .3 Specifications . . . . . . . . . Caring for your ThinkPad computer . . . . . .5 .6 © Copyright IBM Corp. 2003 1 Your ThinkPad at a glance Your ThinkPad at a glance Front view Rear view 2 ThinkPad® R50 Series Service and Troubleshooting Guide Features Features Processor v Intel® Pentium® M Processor Memory v Double data rate (DDR) synchronous dynamic random access memory (DRAM) Memory Speed Support: Your computer may not be able to operate at all memory speeds (MHz). A system designed for a slower memory speed may be able to utilize faster memory, but will only operate at the slower speed. Storage device v 2.5-inch hard disk drive Display The color display uses TFT technology: v Size: 14.1 inch or 15.0 inch, depending on the model v Resolution: ­ LCD: Up to 2048-by-1536, depending on the model ­ External monitor: Up to 2048-by-1536 v Brightness control Keyboard v 87-key, 88-key, or 92-key v UltraNavTM (TrackPoint® and touch pad) v Fn key function v Access IBM button v Volume control buttons v ThinkLightTM External interface v Parallel connector (IEEE 1284A) v External-monitor connector v PC Card slot (Type II PC Card (one or two slots, depending on the model), or Type III PC Card) v Stereo headphone jack v Microphone jack v Video-out connector (S-Video) v 2 Universal Serial Bus (USB) connectors v IEEE 1394 connector (on some models) v Infrared port v RJ11 telephone connector v RJ45 Ethernet connector v UltrabayTM Enhanced v Docking connector Chapter 1. Overview of your new ThinkPad computer 3 Features v Integrated wireless LAN (IEEE 802.11a/b/g) feature (on some models) v Integrated wireless LAN (IEEE 802.11b) feature (on some models) v Integrated Bluetooth feature (on some models) 4 ThinkPad® R50 Series Service and Troubleshooting Guide Specifications Specifications Size 14-inch model v Width: 314 mm (12.4 in.) v Depth: 260 mm (10.2 in.) v Height: front 34 mm (1.35 in.), rear 37 mm (1.46 in.) 15-inch model v Width: 332 mm (13.1 in.) v Depth: 269 mm (10.6 in.) v Height: front 37 mm (1.46 in.), rear 40 mm (1.58 in.) Environment v Maximum altitude without pressurization: 3048 m (10,000 ft) v Temperature ­ At altitudes up to 2438 m (8000 ft) - Operating with no diskette: 5° to 35°C (41° to 95°F) - Operating with a diskette: 10° to 35°C (50° to 95°F) - Not operating: 5° to 43°C (41° to 110°F) ­ At altitudes above 2438 m (8000 ft) - Maximum operating temperature, 31.3°C (88° F) Note: When you charge the battery pack, its temperature must be at least 10°C (50°F). v Relative humidity: ­ Operating with no diskette in the drive: 8% to 95% ­ Operating with a diskette in the drive: 8% to 80% Heat output v 72 W (246 Btu/hr) maximum Power source (ac adapter) v Sine-wave input at 50 to 60 Hz v Input rating of the ac adapter: 100-240 V ac, 50 to 60 Hz Battery pack v Lithium-ion (Li-Ion) battery pack ­ Nominal voltage: 10.8 V dc ­ Capacity: 4.4 AH/6.6 AH (on some models) Chapter 1. Overview of your new ThinkPad computer 5 Caring for your ThinkPad computer Caring for your ThinkPad computer Though your computer is designed to function reliably in normal work environments, you need to use common sense in handling it. By following these important tips, you will get the most use and enjoyment out of your computer. Important tips: Be careful about where and how you work v Do not leave the base of your computer in contact with your lap or any part of your body for an extended period when the computer is functioning or when the battery is charging. Your computer dissipates some heat during normal operation. This heat is a function of the level of system activity and battery charge level. Extended contact with your body, even through clothing, could cause discomfort or, eventually, a skin burn. v Place liquids away from your computer to avoid spills, and keep your computer away from water (to avoid the danger of electrical shock). v Store packing materials safely out of the reach of children to prevent the risk of suffocation from plastic bags. v Keep your computer away from magnets, activated cellular phones, electrical appliances, or speakers (within 13 cm/5 in). v Avoid subjecting your computer to extreme temperatures (below 5°C/41°F or above 35°C/95°F). Be gentle with your computer v Avoid placing any objects (including paper) between the display and the keyboard or under the keyboard. v Do not drop, bump, scratch, twist, hit, vibrate, push or place heavy objects on your computer, display, or external devices. v Your computer display is designed to be opened and used at an angle slightly greater than 90 degrees. Do not open the display beyond 180 degrees, as this might damage the computer hinge. Carry your computer properly v Before moving your computer, be sure to remove any media, turn off attached devices, and disconnect cords and cables. v Be sure your computer is in standby or hibernation mode, or turned off, before moving it. This will prevent damage to the hard disk drive and data loss. v When picking up your open computer, hold it by the bottom. Do not pick up or hold your computer by the display. 6 ThinkPad® R50 Series Service and Troubleshooting Guide Caring for your ThinkPad computer v Use a quality carrying case that provides adequate cushion and protection. Do not pack your computer in a tightly packed suitcase or bag. Handle storage media and drives properly v Avoid inserting diskettes at an angle and attaching multiple or loose diskette labels, as these can lodge in the drive. v If your computer comes with an optical drive such as CD, DVD, or CD-RW/DVD drive, do not touch the surface of a disc or the lens on the tray. v Wait until you hear the CD or DVD click into the center pivot of an optical drive such as CD, DVD, or CD-RW/DVD drive before closing the tray. v When installing your hard disk, diskette, CD, DVD, or CD-RW/DVD drive, follow the instructions shipped with your hardware, and apply pressure only where needed on the device. See Access IBM, your on-board help system, for information on replacing your hard disk drive (open Access IBM by pressing the Access IBM button). Take care in setting passwords v Remember your passwords. If you forget a supervisor or hard disk password, IBM will not reset it, and you might have to replace your system board or hard disk drive. Other important tips v Your computer modem might use only an analog telephone network, or public-switched telephone network (PSTN). Do not connect the modem to a PBX (private branch exchange) or any other digital telephone extension line because this could damage your modem. Analog phone lines are often used in homes, while digital phone lines are often used in hotels or office buildings. If you are not sure which kind of phone line you are using, contact your telephone company. v Your computer might have both an Ethernet connector and a modem connector. If so, be sure to connect your communication cable to the correct one, so your connector is not damaged. See Access IBM, your on-board help system, for information on the location of these connectors (press the Access IBM button to open Access IBM). v Register your ThinkPad products with IBM (refer to the Web page: www.ibm.com/pc/register). This can help authorities return your computer to you if it is lost or stolen. Registering your computer also enables IBM to notify you about possible technical information and upgrades. v Only an authorized IBM ThinkPad repair technician should disassemble and repair your computer. v Do not modify or tape the latches to keep the display open or closed. Chapter 1. Overview of your new ThinkPad computer 7 Caring for your ThinkPad computer v Take care not to turn your computer over while the ac adapter is plugged in. This could break the adapter plug. v Turn off your computer if you are replacing a device in a device bay, or else verify that the device is warm-or hot-swappable. v If you exchange drives in your computer, reinstall the plastic bezel faces (if supplied). v Store your external and removable hard disk, diskette, CD, DVD, and CD-RW/DVD drives in the appropriate containers or packaging when they are not being used. Cleaning the cover of your computer Occasionally clean your computer as follows: 1. Prepare a mixture of a gentle kitchen-use detergent (one that does not contain abrasive powder or strong chemicals such as acid or alkaline). Use 5 parts water to 1 part detergent. 2. Absorb the diluted detergent into a sponge. 3. Squeeze excess liquid from the sponge. 4. Wipe the cover with the sponge, using a circular motion and taking care not to let any excess liquid drip. 5. Wipe the surface to remove the detergent. 6. Rinse the sponge with clean running water. 7. Wipe the cover with the clean sponge. 8. Wipe the surface again with a dry, soft lint-free cloth. 9. Wait for the surface to dry completely and remove any fibers from the cloth. Cleaning your computer keyboard 1. Absorb some isopropyl rubbing alcohol on a soft, dust-free cloth. 2. Wipe the keytop surface with the cloth, ensuring no liquid drips on or between the keys. 3. Allow to dry. 4. You can use compressed air to remove any crumbs and dust from beneath the keys. Note: Avoid spraying cleaner directly on the display or the keyboard. Cleaning your computer display 1. Gently wipe the display with a dry, soft lint-free cloth. If you see a scratchlike mark on your display, it might be a stain transferred from the keyboard or the TrackPoint pointing stick when the cover was pressed from the outside. 8 ThinkPad® R50 Series Service and Troubleshooting Guide Caring for your ThinkPad computer 2. Wipe or dust the stain gently with a soft, dry cloth. 3. If the stain remains, moisten a soft, lint-free cloth with water or a 50-50 mixture of isopropyl alcohol and water that does not contain impurities. 4. Wring out as much of the liquid as you can. 5. Wipe the display again; do not let any liquid drip into the computer. 6. Be sure to dry the display before closing it. Chapter 1. Overview of your new ThinkPad computer 9 Caring for your ThinkPad computer 10 ThinkPad® R50 Series Service and Troubleshooting Guide Chapter 2. Solving computer problems Diagnosing problems . . . . . Troubleshooting . . . . . . . Error messages . . . . . . Errors without messages . . . A password problem . . . . A power switch problem . . . Keyboard problems . . . . UltraNav problems. . . . . Standby or hibernation problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 12 12 17 18 19 19 20 21 Computer screen problems . . Battery problems . . . . . Hard disk drive problems . . A startup problem . . . . . Other problems . . . . . . Starting IBM BIOS Setup Utility . Recovering pre-installed software . Upgrading the hard disk drive . . Replacing the battery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 24 25 26 27 30 31 32 35 © Copyright IBM Corp. 2003 11 Solving computer problems Diagnosing problems If you have a problem with your computer, you can test it by using PC-Doctor® for Windows. To run PC-Doctor for Windows, do as follows: 1. Click Start. 2. Move the pointer to All Programs (in Windows other than Windows XP, Programs) and then to PC-Doctor for Windows. 3. Click PC-Doctor. 4. Choose one of the tests, from either Device Categories or Test Scripts. Attention Running any tests may take up to several minutes or longer. Make sure you have time to run the entire test; do not interrupt the test while it is running. The System Test of the Test Scripts runs some tests of critical hardware components, but it does not run all of the diagnostic tests in PC-Doctor for Windows. If PC-Doctor for Windows reports that all of the tests in the System Test have been run and that it has found no problems, consider running more of the tests in PC-Doctor for Windows. If you are preparing to contact IBM for support, be sure to print the test log so that you can rapidly provide information to the help technician. Troubleshooting If you do not find your problem here, refer to Access IBM, your on-board help system. Open Access IBM by pressing the Access IBM button. The following section only describes problems that might prevent you from accessing this help system. Error messages Notes: 1. In the charts, x can be any character. 2. The version of PC-Doctor referred to here is PC-Doctor for Windows. Message 0175: Bad CRC1, stop POST task 0176: System Security The System has been tampered with. Solution The EEPROM checksum is not correct (block #6). Have the computer serviced. This message is displayed if you remove the Security Chip and reinstall it, or install a new one. To clear the error, enter the IBM BIOS Setup Utility. If this does not solve the problem, have the computer serviced. 12 ThinkPad® R50 Series Service and Troubleshooting Guide Solving computer problems Message 0177: Bad SVP data, stop POST task. 0182: Bad CRC2. Enter BIOS Setup and load Setup defaults. 0185: Bad startup sequence settings. Enter BIOS Setup and load Setup defaults. 0187: EAIA data access error 0188: Invalid RFID serialization information area 0189: Invalid RFID configuration information area Solution Checksum of the supervisor password in the EEPROM is not correct. The system board should be replaced. Have the computer serviced. Checksum of the CRC2 setting in the EEPROM is not correct. Go to IBM BIOS Setup Utility. Press F9 and then Enter to load the default setting. Press F10 and then Enter to restart the system. Checksum of the startup sequence setting in the EEPROM is not correct. Go to IBM BIOS Setup Utility. Press F9 and then Enter to load the default setting. Press F10 and then Enter to restart the system. The access to EEPROM has failed. Have the computer serviced. The EEPROM checksum is not correct (block # 0 and 1). The system board should be replaced, and the box serial number needs to be reinstalled. Have the computer serviced. The EEPROM checksum is not correct (block # 4 and 5). The system board should be replaced, and the UUID needs to be reinstalled. Have the computer serviced. 0190: Critical low-battery The computer turned off because the battery is low. Connect the ac adapter error to the computer and charge the battery, or replace the battery with a fully charged one. 0191: System Security Invalid remote change requested. 0192: System Security IBM Embedded Security hardware tamper detected. 0199: System Security IBM Security password retry count exceeded. 01C8: More than one modem devices are found. Remove one of them. Press to continue. 01C9: More than one Ethernet devices are found. Remove one of them. Press to continue. The system configuration change has failed. Confirm the operation and try again. To clear the error, enter the IBM BIOS Setup Utility. The Security Chip has been replaced with a different one. Have the computer serviced. This message is displayed if you enter a wrong supervisor password more than three times. Confirm the supervisor password and try again. To clear the error, enter the IBM BIOS Setup Utility. Remove a Modem Mini-PCI Card. Otherwise, press Esc to ignore the warning message. If it does not solve this problem, have the computer serviced. Your ThinkPad computer has a built-in Ethernet feature, and you cannot add another such feature by installing an Ethernet device. If this error message is displayed, remove the Ethernet device that you installed. Otherwise, press Esc to ignore the warning message. If this does not solve the problem, have the computer serviced. Chapter 2. Solving computer problems 13 Solving computer problems Message 0200: Hard disk error Solution The hard disk is not working. Make sure that the hard disk drive is attached firmly. Run the IBM BIOS Setup Utility; then make sure the hard disk drive is not disabled in the Startup menu. Make sure that there are no objects placed on the keyboard, or if you have one, the external keyboard. Turn off the computer, and turn off all attached devices. Turn on the computer first; then turn on the attached devices. If you still see the same error code, do the following: If an external keyboard is connected, do the following: v Turn off the computer and disconnect the external keyboard; then turn on the computer. Make sure that the built-in keyboard operates correctly. If it does, have the external keyboard serviced. v Make sure that the external keyboard is connected to the correct connector. Test the computer by using PC-Doctor. v If the computer stops during the test, have the computer serviced. 0230: Shadow RAM error The shadow RAM failed. Test your computer's memory with PC-Doctor. If you added a memory module just before turning the computer on, reinstall it. Then test the memory with PC-Doctor. 0231: System RAM error The system RAM failed. Test your computer's memory with PC-Doctor. If you added a memory module just before turning the computer on, reinstall it. Then test the memory with PC-Doctor. The extended RAM failed. Test your computer's memory with PC-Doctor. If you have increased memory just before turning the computer on, reinstall it. Then test the memory with PC-Doctor. The backup battery, which is used to preserve the configuration information, such as the date and time, while the computer is turned off, is depleted. Replace the battery and run IBM BIOS Setup Utility to verify the configuration. If you still have a problem, have the computer serviced. The system CMOS might have been corrupted by an application program. The computer uses the default settings. Run IBM BIOS Setup Utility to reconfigure the settings. If you still see the same error code, have the computer serviced. Have the computer serviced. Have the computer serviced. 021x: Keyboard error 0232: Extended RAM error 0250: System battery error 0251: System CMOS checksum bad 0260: System timer error 0270: Real time clock error 0271: Date and time error Neither the date nor the time is set in the computer. Set the date and time, using the IBM BIOS Setup Utility. 14 ThinkPad® R50 Series Service and Troubleshooting Guide Solving computer problems Message 0280: Previous boot incomplete Solution Your computer was previously unable to complete the boot process. Turn the computer off; then turn it on to start the IBM BIOS Setup Utility. Verify the configuration and then restart the computer either by choosing the Exit Saving Changes option under the Restart item or by pressing F10. If you still see the same error code, have the computer serviced. 02D0: System cache error The cache is disabled. Have the computer serviced. 02F4: EISA CMOS not writable 02F5: DMA test failed 02F6: Software NMI failed Have the computer serviced. Have the computer serviced. Have the computer serviced. 02F7: Fail-safe timer NMI Have the computer serviced. failed 1802: Unauthorized network card is plugged in - Power off and remove the miniPCI network card. The Mini-PCI network card is not supported on this computer. Remove it. The daughter card is not supported on this computer. Remove it. 1803: Unauthorized daughter card is plugged in - Power off and remove the daughter card. Chapter 2. Solving computer problems 15 Solving computer problems Message Solution 1810: Hard disk partition A problem in recognizing the layout of the partition on the hard disk has layout error halted computer startup. Either the IBM Predesktop Area has been deleted, or the hard disk contains corrupt data. To try to restart your computer, complete one of the following: v If the IBM Predesktop Area has been deleted 1. Press F1 to open the IBM BIOS Setup Utility. 2. Select Security->IBM Predesktop Area-> Access IBM Predesktop Area. 3. Set this item to Disabled. 4. Save and exit. If the above fails 1. Press Enter. 2. Double-click RECOVER TO FACTORY CONTENTS and follow on-screen instructions. Note: This will permanently erase the entire contents of the hard disk, and then restore software preinstalled by IBM. v Press F1 to open IBM BIOS Setup Utility, or Enter to start the IBM Predesktop Area. If the computer still does not start, call the IBM HelpCenter®. Telephone numbers are listed in "Calling IBM" on page 38. The power-on password prompt A power-on password or a supervisor password is set. Type the password and press Enter to use the computer. If the power-on password is not accepted, a supervisor password might have been set. Type the supervisor password and press Enter. If you still see the same error message, have the computer serviced. A hard disk password is set. Type the password and press Enter to use the computer. If you still see the same error message, have the computer serviced. Hibernation error The system configuration changed between the time your computer entered hibernation mode and the time it left this mode, and your computer cannot resume normal operation. v Restore the system configuration to what it was before your computer entered hibernation mode. v If the memory size has been changed, re-create the hibernation file. Operating system not found. Verify the following: v The hard disk drive is correctly installed. v A startable diskette is in the diskette drive If you still see the same error message, check the boot sequence, using the IBM BIOS Setup Utility. Fan error The cooling fan has failed. Have the computer serviced. The hard disk password prompt 16 ThinkPad® R50 Series Service and Troubleshooting Guide Solving computer problems Message Solution EMM386 Not Installed -- Edit C:\CONFIG.SYS and change a line from Unable to Set Page device=C:\WINDOWS\EMM386.EXE RAM Frame Base Address. to device=C:\WINDOWS\EMM386.EXE NOEMS and save this file. CardBus Configuration Error --Device Disabled Thermal sensing error Authentification of system services failed. Press to resume. Go to IBM BIOS Setup Utility. Press F9 and then Enter to load the default setting. Press F10 and then Enter to restart the system. The thermal sensor is not functioning correctly. Have the computer serviced. The IBM Predesktop Area in the HDD is broken. To use the IBM Predesktop Area, get a Recovery CD, and recover the IBM Predesktop Area. Errors without messages Problem: When I turn on the machine, nothing appears on the screen and the machine does not beep while starting up. Note: If you are not sure whether you heard any beeps, turn off the computer; then turn it on again, and listen again. If you are using an external monitor, refer to "Computer screen problems" on page 23. Solution: If a power-on password is set, press any key to display the power-on password prompt, and then type the correct password and press Enter. If the power-on password prompt does not appear, the brightness level might be set to minimum brightness. Adjust the brightness level by pressing Fn+Home. If the screen still remains blank, make sure that: v The battery is installed correctly. v The ac adapter is connected to the computer and the power cord is plugged into a working electrical outlet. v The computer power is on. (Turn on the power switch again for confirmation.) If these items are properly set, and the screen remains blank, have the computer serviced. Chapter 2. Solving computer problems 17 Solving computer problems Problem: When I turn on the machine, nothing appears on the screen, but I hear two or more beeps. Solution: Make sure that the memory card is installed correctly. If it is, but the screen is still blank, and you hear five beeps, have the computer serviced. If you hear 4 cycles of 4 beeps each, the Security Chip has a problem. Have the computer serviced. Problem: When I turn on the machine, only a white pointer appears on a blank screen. Solution: Reinstall your operating system, and turn on the computer. If you still see only the pointer on the screen, have the computer serviced. Problem: My screen goes blank while the computer is on. Solution Your screen saver or power management may be enabled. Do one of the following to exit from the screen saver or to resume from standby or hibernation mode: v Touch the TrackPoint or the touch pad. v Press a key. v Press the power switch Problem: The DOS full-screen looks smaller. Solution: If you use a DOS application that supports only 640×480 resolution (VGA mode), the screen image might look slightly distorted or appear smaller than the display size. This is to maintain compatibility with other DOS applications. To expand the screen image to the same size as the actual screen, start the ThinkPad Configuration Program and click LCD; then select the Screen expansion function. (The image might still look slightly distorted.) A password problem Problem: I forgot my password. Solution: If you forgot your power-on password, you must take your computer to an IBM authorized servicer or marketing representative to have the password canceled. 18 ThinkPad® R50 Series Service and Troubleshooting Guide Solving computer problems If you forgot your hard disk password, IBM will not reset your password or recover data from the hard disk. You must take your computer to an IBM authorized servicer or an IBM marketing representative to have the hard disk drive replaced. Proof of purchase is required, and a fee will be charged for parts and service. If you forgot your supervisor password, IBM will not reset your password. You must take your computer to an IBM authorized servicer or IBM marketing representative to have the system board replaced. Proof of purchase is required, and a fee will be charged for parts and service. A power switch problem Problem: The system does not respond, and you cannot turn off the computer. Solution: Turn off the computer by pressing and holding the power switch for 4 seconds or more. If the computer is still not reset, remove the ac adapter and the battery. Keyboard problems Problem: All or some of the keys on the keyboard do not work. Solution: If the problem occurred immediately after the computer returned from standby mode, enter the power-on password if one has been set. If an external keyboard is connected, the numeric keypad on your computer does not work. Use the numeric keypad on the external keyboard. If an external numeric keypad or a mouse is connected: 1. Turn off the computer. 2. Remove the external numeric keypad or the mouse. 3. Turn on the computer and try using the keyboard again. If the keyboard problem is resolved, carefully reconnect the external numeric keypad, external keyboard, or mouse, making sure that you have seated the connectors properly. If keys on the keyboard still do not work, have the computer serviced. Problem: A number appears when you type a letter. Solution The numeric lock function is on. To disable it, press and hold Shift; then press NumLk. Chapter 2. Solving computer problems 19 Solving computer problems Problem: All or some of the keys on the external numeric keypad do not work. Solution: Make sure that the external numeric keypad is correctly connected to the computer. Problem Some or all of the keys on the external keyboard do not work. Solution If you are using the ThinkPad Dock II, the ThinkPad Mini Dock, or the ThinkPad Port Replicator II, make sure that the keyboard cable is correctly connected to the keyboard connector. If the connection is correct, disconnect the cable and make sure that the built-in keyboard operates properly. If the built-in keyboard works, there is a problem with the external keyboard. Try using a different external keyboard. UltraNav problems Problem: The pointer drifts when the computer is turned on or after it resumes normal operation. Solution: The pointer might drift when you are not using the TrackPoint during normal operation. This is a normal characteristic of the TrackPoint and is not a defect. Pointer drifting might occur for several seconds under the following conditions: v When the computer is turned on. v When the computer resumes normal operation. v When the TrackPoint is pressed for a long time. v When the temperature changes. Problem: The mouse or the pointing device does not work. Solution: Make sure that the TrackPoint is enabled in the ThinkPad Configuration Program, and then try using the TrackPoint. If the TrackPoint works, the error might be due to the mouse. Make sure that the mouse or pointing-device cable is securely connected to the ThinkPad Dock II, the ThinkPad Mini Dock, or the ThinkPad Port Replicator II. If your mouse is incompatible with the IBM PS/2 mouse, disable the TrackPoint, using the ThinkPad Configuration Program. 20 ThinkPad® R50 Series Service and Troubleshooting Guide Solving computer problems Note: For more information, see the manual supplied with the mouse. Standby or hibernation problems Problem: The computer enters standby mode unexpectedly. Solution: If the processor overheats, the computer automatically enters standby mode to allow the computer to cool and to protect the processor and other internal components. Also, check the settings for standby mode, using Battery MaxiMiser. Problem: The computer enters standby mode immediately after Power-on self-test (POST) (the standby indicator light turns on). Solution: Make sure that: v The battery is charged. v The operating temperature is within the acceptable range. Refer to "Specifications" on page 5. If these items are correct, have the computer serviced. Problem: The critical low-battery error message is displayed, and the computer immediately turns off. Solution: The battery power is getting low. Connect the ac adapter to the computer, or replace the battery with a fully charged one. Problem: When you take action to return from standby mode, the computer display remains blank. Solution: Check whether an external monitor was disconnected while the computer was in standby mode. Do not disconnect the external monitor while the computer is in standby mode or hibernation mode. If no external monitor is attached when the computer resumes, the computer display remains blank and output is not displayed. This restriction does not depend on the resolution value. Press Fn+F7 to bring up the computer display. Problem: The computer does not return from standby mode, or the standby indicator stays on and the computer does not work. Chapter 2. Solving computer problems 21 Solving computer problems Solution: If the system does not return from standby mode, it may have entered standby or hibernation mode automatically because the battery is depleted. Check the standby indicator. v If the standby indicator is on, your computer is in standby mode. Connect the ac adapter to the computer; then press Fn. v If the standby indicator is off, your computer is in hibernation mode or power-off state. Connect the ac adapter to the computer; then press power button to resume operation. If the system still does not return from standby mode, your system may stop responding and you cannot turn off the computer. In this case, you need to reset the computer. If you have not saved your data, it may be lost. To reset the computer, press and hold the power button for 4 seconds or more. If the system is still not reset, remove the ac adapter and the battery. Problem: Your computer does not enter standby or hibernation mode. Solution: Check whether any option has been selected that would disable your computer from entering standby or hibernation mode. Problem: The Fn+F12 key combination does not make the computer enter hibernation mode. Solution: The computer cannot enter hibernation mode: v If you are using one of the IBM communication PC Cards. To enter hibernation mode, stop the communication program, and then remove the PC Card or disable the PC Card slot. See Access IBM, your on-board help system, for information on removing the card (press the Access IBM button to open Access IBM). v If the hibernation mode is not enabled. To enable it, do as follows: 1. Start the ThinkPad Configuration Program. 2. Click Power Management. 3. Click the Hibernate tab. 4. Select the hibernate support checkbox. 5. Click OK. Note: If you want to be able to enter hibernation mode by pressing Fn+F12, you need to install IBM PM driver. Problem: Under Windows XP, the Fn+F3 key combination does not make the computer screen go blank. 22 ThinkPad® R50 Series Service and Troubleshooting Guide Solving computer problems Solution: Windows XP enables multiple users to log on to the system at the same time. If you are the first user to have logged on to your computer, you can use the Fn+F3 key combination. Otherwise the combination will not work on your computer. Computer screen problems Problem: The screen is blank. Solution: v Press Fn+F7 to bring up the image. Note: If you use the Fn+F7 key combination to apply a presentation scheme, press Fn+F7 at least three times in three seconds, and the image is displayed on the computer screen. v If you are using the AC adapter, or using the battery, and the battery status indicator is on (is green), press Fn+Home to make the screen brighter. v If the standby status indicator is on (is green), press Fn to resume from the standby mode. v If the problem persists, do the Solution in the problem below. Problem: The screen is unreadable or distorted. Solution: Make sure that: v The display device driver is installed correctly. v The screen resolution and color quality are correctly set. v The monitor type is correct. To check these settings, do as follows: Open the Display Properties window. 1. Click the Settings tab. 2. Check whether the screen resolution and color quality are correctly set. 3. Click Advanced. 4. Click the Adapter tab. 5. Make sure ATI Mobility xxxxx, or ATI Mobility FIRE GL xxxxx is shown in the adapter information window. Note: The device driver name xxxxx depends on the video chip that has been installed on your computer. Chapter 2. Solving computer problems 23 Solving computer problems 6. Click the Properties button. Check the Device status box and make sure the device is working properly. If not, click the Troubleshooter button. 7. Click the Monitor tab. 8. Make sure the information is correct. 9. Click the Properties button. Check the Device status box and make sure the device is working properly. If not, click the Troubleshooter button. Problem: Incorrect characters appear on the screen. Solution: Did you install the operating system or application program correctly? If they are installed and configured correctly, have the computer serviced. Problem: The screen stays on even after you turn off your computer. Solution: Press and hold the power switch for 4 seconds or more to turn off your computer; then turn it on again. Problem: Missing, discolored, or bright dots appear on the screen every time you turn on your computer. Solution: This is an intrinsic characteristic of the TFT technology. Your computer's display contains multiple thin-film transistors (TFTs). A small number of missing, discolored, or bright dots on the screen might exist all the time. Battery problems Problem: The battery cannot be fully charged by the power-off method in the standard charge time for your computer. Solution: The battery might be over-discharged. Do the following: 1. Turn off the computer. 2. Make sure that the over-discharged battery is in the computer. 3. Connect the ac adapter to the computer and let it charge. If the optional Quick Charger is available, use it to charge the over-discharged battery. If the battery cannot be fully charged in 24 hours, use a new battery. Problem: Your computer shuts down before the battery status indicator shows 24 ThinkPad® R50 Series Service and Troubleshooting Guide Solving computer problems empty. or Your computer operates after the battery status indicator shows empty. Solution: Discharge and recharge the battery. Problem: The operating time for a fully charged battery is short. Solution: Discharge and recharge the battery. If your battery's operating time is still short, use a new battery. Problem: The computer does not operate with a fully charged battery. Solution: The surge protector in the battery might be active. Turn off the computer for one minute to reset the protector; then turn on the computer again. Problem The battery does not charge. Solution You cannot charge the battery when it is too hot. If the battery feels hot, remove it from the computer and allow it to cool to room temperature. After it cools, reinstall it and recharge the battery. If it still cannot be charged, have it serviced. Hard disk drive problems Problem: The hard disk drive makes a rattling noise intermittently. Solution: The rattling noise might be heard when: v The hard disk drive starts accessing the data or when it stops. v You are carrying the hard disk drive. v You are carrying your computer. This is a normal characteristic of a hard disk drive and is not a defect. Problem: The hard disk drive does not work. Solution: In the startup menu in IBM BIOS Setup Utility, make sure that there is no exclamation point ! to the left of the hard disk drive or its child node. If there is such a mark, the hard disk drive is disabled. Clear the mark to enable the drive by pressing the Insert key. Chapter 2. Solving computer problems 25 Solving computer problems A startup problem Problem: The Microsoft Windows operating system will not start. Solution: Use the Access IBM Predesktop Area to help solve or identify your problem. Starting the Access IBM Predesktop Area is easy. To open the Access IBM Predesktop Area, do the following: 1. Turn off your PC, and then turn it back on again. 2. Watch the screen carefully while your PC starts. When the message "To interrupt normal startup, press the blue Access IBM button." is displayed at the lower left of the screen, press the blue Access IBM button. The Access IBM Predesktop Area opens to the Utilities page. A window such as this will appear: 3. After the Access IBM Predesktop Area opens to the Utilities page, you can select from the following icons: v Start setup utility opens the IBM BIOS Setup Utility program. v Recover to factory contents erases all files on primary partition--the C drive--and installs the software contents present when your PC was manufactured. Call the IBM HelpCenter for help and information before using this recovery method. (See the telephone numbers in this publication under "Calling IBM" on page 38. 26 ThinkPad® R50 Series Service and Troubleshooting Guide Solving computer problems v Restore your backups restores backups you have made with IBM Rapid Restore Ultra, if backups have been made. v Run diagnostics starts diagnostics tests to help determine whether there are problems with your PC and what might be causing them. v Create diagnostic disks helps you create special disks used during diagnostic tests. In the left panel of the Access IBM Predesktop Area, you can click the following to open other pages or exit the utility: Startup enables you to change the order of devices in which the PC searches for the operating system during startup. In some situations, you might need to start the operating system from a CD drive rather than the hard disk. You specify those kinds of changes on this page. Preferences presents various options, depending on your model and accessories, you can set for the Access IBM Predesktop Area. Information gathers essential information about your PC that you can provide to call center technicians, if necessary. Help provides information about the various pages in Access IBM Predesktop Area. Exit closes the Access IBM Predesktop Area and resumes the startup sequence that was interrupted. Other problems Problem: The computer locks or does not accept any input. Solution: Your computer might lock when it enters standby mode during a communication operation. Disable the standby timer when you are working on the network. To turn off the computer, press and hold the power switch for 4 seconds or more. Problem: The computer does not turn off with the power switch. Solution: If the standby indicator is on and you are working under battery power, replace the battery with a fully charged one or change your power source to ac power. Chapter 2. Solving computer problems 27 Solving computer problems If you still have the problem, press and hold the power switch for 4 seconds or more; this forces the computer to turn off. Problem: The computer does not start from a device you want, such as a diskette drive. Solution: Refer to the Startup menu of the IBM BIOS Setup Utility. Make sure that the startup sequence in the IBM BIOS Setup Utility is set so that the computer starts from the device you want. Also make sure that the device from which the computer starts is enabled by checking that there is no ! mark preceding the device name. Problem: The computer does not respond. Solution: IRQs for the PCI are all set as 11. The computer does not respond because it cannot share the IRQ with other devices. Refer to the ThinkPad Configuration Program. Problem: The computer can not play a CD, or the sound quality is not good. Solution: Be sure that the disk meets the standards for your country. Usually, a disk that meets the local standards is marked with a CD logo on the label. If you use a disc that does not meet these standards, we cannot guarantee that it will play, or that, if it does play, the sound quality will be good. Problem: Playback of DVD is not smooth in Windows 2000. Solution: If you select the Maximum Battery mode for the Intel SpeedStep® technology, this problem may occur. This mode is designed to achieve maximum battery life by switching the processor speed between the regular low speed and half of that speed, depending on how much the processor is used. If the use increases, Intel SpeedStep switches the processor speed to the lower speed. Operation in this mode can severely degrade the performance of the processor, and thus cause the playback of a DVD to be jerky. To avoid or reduce this problem, you can choose any of three other modes of operation, as follows: 28 ThinkPad® R50 Series Service and Troubleshooting Guide Solving computer problems v Maximum Performance: Keeps the processor speed high at all times. v Automatic: Switches the processor speed between high and low, depending on how much the processor is used. If the use increases, Intel SpeedStep switches the processor speed to high. v Battery Optimized Performance: Keeps the processor speed low at all times. To 1. 2. 3. 4. 5. choose a mode, do the following: Start the ThinkPad Configuration Program. Click Power Management. Click the Intel SpeedStep technology tab. From the list, select the mode you want. Click OK. Problem: You cannot connect using the built-in wireless networking card. Solution: If the computer display is closed, open it and try again. Problem: If your operating system is Windows 2000 and you are using a USB 1.x device, then when your computer returns from standby or hibernation mode to normal operation, the Unsafe Removal of Device message may appear. Solution: You can safely close this message. It is displayed because of the USB 2.0 driver problem on Windows 2000. You can get detailed information in the More Information section of the Microsoft Knowledge Base 328580 and 323754. Visit the Microsoft Knowledge Base homepage at http://support.microsoft.com/, type the number of the knowledge base article you need in the search field, and click the Search button. Chapter 2. Solving computer problems 29 Starting IBM BIOS Setup Utility Starting IBM BIOS Setup Utility Your computer provides a program, called IBM BIOS Setup Utility, that enables you to select various setup parameters. v Config: Set the configuration of your computer. v Date/Time: Set the date and time. v Security: Set security features. v Startup: Set the startup device. v Restart: Restart the system. Note: You can set many of these parameters more easily by using the ThinkPad Configuration Program. To start IBM BIOS Setup Utility, do as follows: 1. To protect yourself against accidental loss of data, back up your computer registry. For details, refer to the on-board help. 2. Remove any diskette from the diskette drive, and then turn off the computer. 3. Turn on the computer; then, while the To interrupt normal startup, press the blue Access IBM button message is displayed at the lower-left of the screen, press the Access IBM button. 4. Double-click Start setup utility. If you have set a supervisor password, the IBM BIOS Setup Utility menu appears after you enter the password. You can start the utility by pressing Enter instead of entering the supervisor password; however, you cannot change the parameters that are protected by the supervisor password. For more information, refer to the on-board help. 5. Using the cursor keys, move to an item you want to change. When the item you want is highlighted, press Enter. A submenu is displayed. 6. Change the items you wish to change. To change the value of an item, use the F5 or F6 key. If the item has a submenu, you can display it by pressing Enter. 7. Press F3 or Esc to exit from the submenu. If you are in a nested submenu, press Esc repeatedly until you reach the IBM BIOS Setup Utility menu. Note: If you need to restore the settings to their original state as of the time of purchase, press F9 key to load the default settings. You can also select an option in the Restart submenu to load the default settings or discard the changes. 8. Select Restart; then press Enter. Move the cursor to the option you want for restarting your computer; then press Enter. Your computer restarts. 30 ThinkPad® R50 Series Service and Troubleshooting Guide Recovering pre-installed software Recovering pre-installed software Your computer hard disk has a hidden, protected area for backups. Contained within this area is a complete backup of the hard disk as it was shipped from the factory and a program called the Access IBM Predesktop Area. If you installed the IBM Rapid Restore Ultra program, the Access IBM Predesktop Area also contains additional IBM Rapid Restore Ultra backups that reflect the contents of the hard disk as it existed at various points in time. You can use the Access IBM Predesktop Area to restore the contents of the hard disk to an earlier state using any of the backup images stored in the protected area. Access IBM Predesktop Area runs independently of the Windows operating system. Therefore, you can start it by pressing the blue Access IBM button when prompted during startup. After the Access IBM Predesktop Area opens you can perform a recovery operation, even if you are unable to start Windows. For more information about the IBM Rapid Restore Ultra program see "Backing up and restoring data" in Access IBM, your on-board help. For more information about the Access IBM Predesktop Area see "Interrupting the normal startup sequence" in Access IBM. To recover the hard disk to its original contents, do the following: Note: The recovery process might take up to 2 hours. Attention: All of the files on the primary hard disk partition (usually drive C) will be lost in the recovery process. If possible, be sure to back up copies of the files you have saved on your drive C before you begin. 1. If possible, save all your files and shut down your operating system. 2. Turn off your computer. 3. Turn on your computer. Watch the display carefully. When the following message is displayed, press the blue Access IBM button to open the Access IBM Predesktop Area: To interrupt normal startup, press the blue Access IBM button. 4. Double-click Recover to factory contents. 5. Follow the instructions on the screen. 6. When the recovery process finishes, press Enter key. Your computer will restart with the pre-installed operating system, drivers, and software. Chapter 2. Solving computer problems 31 Upgrading the hard disk drive Upgrading the hard disk drive You can increase the storage capacity of your computer by replacing the hard disk drive with one of greater capacity. You can purchase a new hard disk drive from your IBM authorized servicer or IBM marketing representative. Note: Replace the hard disk drive only if you upgrade it or have it repaired. The connectors and bay of the hard disk drive were not designed for frequent changes, or drive swapping. The Access IBM Predesktop Area and the Product Recovery program is not contained in the optional hard disk drive. Attention Handling a hard disk drive v Do not drop the drive or subject it to physical shocks. Put the drive on a material, such as soft cloth, that absorbs the physical shock. v Do not apply pressure to the cover of the drive. v Do not touch the connector. The drive is very sensitive. Incorrect handling can cause damage and permanent loss of data on the hard disk. Before removing the hard disk drive, make a backup copy of all the information on the hard disk, and then turn the computer off. Never remove the drive while the system is operating, in standby mode, or in hibernation mode. To replace the hard disk drive, do the following: 1. Turn off the computer; then disconnect the ac adapter and all cables from the computer. 2. Close the computer display, and turn the computer over. 3. Remove the battery. 4. Remove the screw that secures the hard disk drive. 32 ThinkPad® R50 Series Service and Troubleshooting Guide Upgrading the hard disk drive 5. Open the computer display; then stand the computer on its side and remove the hard disk drive by pulling the cover away from the computer. 6. Detach the cover from the hard disk drive. 7. Attach the cover to a new hard disk drive. 8. Insert the hard disk drive and its cover into the hard disk drive bay; then firmly install them. 9. Close the computer display and place the computer with its bottom side up. Reinstall the screw. 10. Reinstall the battery. Chapter 2. Solving computer problems 33 Upgrading the hard disk drive 11. Turn the computer over again. Connect the ac adapter and the cables to the computer. 34 ThinkPad® R50 Series Service and Troubleshooting Guide Replacing the battery Replacing the battery 1. Turn off the computer, or enter hibernation mode. Then disconnect the ac adapter and all cables from the computer. Note: If you are using a PC Card, the computer might not be able to enter hibernation mode. If this happens, turn off the computer. 2. Close the computer display, and turn the computer over. 3. Slide and hold the battery latch to the unlocked position 1 , and remove the battery 2 . 4. Install a fully charged battery. Chapter 2. Solving computer problems 35 Replacing the battery 5. Slide the battery latch to the locked position. 6. Turn the computer over again. Connect the ac adapter and the cables to the computer. 36 ThinkPad® R50 Series Service and Troubleshooting Guide Chapter 3. Getting help and service from IBM Getting help and service . Getting help on the Web . . . . . . . . . . . . . . 38 . 38 Calling IBM . . . . . . . Getting help around the world . . . . . . . . . . 38 . 41 © Copyright IBM Corp. 2003 37 Getting help and service Getting help and service If you need help, service, technical assistance, or just want more information about IBM products, you will find a wide variety of sources available from IBM to assist you. This section contains information about where to go for additional information about IBM and IBM products, what to do if you experience a problem with your computer, and whom to call for service should it be necessary. Microsoft Service Packs are the latest software source for Windows product updates. They are available via Web download (connection charges may apply) or via CD-ROM. For more specific information and links, please go to www.microsoft.com. IBM offers Up and Running technical assistance with installation of, or questions related to, Service Packs for your IBM preloaded Microsoft Windows product. For information please contact the IBM HelpCenter at the phone number(s) listed in "Calling IBM". Getting help on the Web On the World Wide Web, the IBM Web site has up-to-date information about IBM Personal Computer products and support. The address for the IBM Personal Computing home page is www.ibm.com/pc IBM provides an extensive Web site dedicated to mobile computing and to ThinkPad computers at www.ibm.com/pc/support. Research this Web site to learn how to solve problems, find new ways to use your computer, and learn about options that can make working with your ThinkPad computer even easier. You also can order publications through the IBM Publications Ordering System at www.elink.ibmlink.ibm.com/public/applications/publications/cgibin/pbi.cgi Calling IBM If you have tried to correct the problem yourself and still need help, during the warranty period, you can get help and information by telephone through the IBM PC HelpCenter. The following services are available during the warranty period: v Problem determination - Trained personnel are available to assist you with determining if you have a hardware problem and deciding what action is necessary to fix the problem. v IBM hardware repair - If the problem is determined to be caused by IBM hardware under warranty, trained service personnel are available to provide the applicable level of service. 38 ThinkPad® R50 Series Service and Troubleshooting Guide Getting help and service v Engineering change management - Occasionally, there might be changes that are required after a product has been sold. IBM or your reseller, if authorized by IBM, will make selected Engineering Changes (ECs) available that apply to your hardware. The following items are not covered: v Replacement or use of non-IBM parts or nonwarranted IBM parts Note: All warranted parts contain a 7-character identification in the format IBM FRU XXXXXXX Identification of software problem sources Configuration of BIOS as part of an installation or upgrade Changes, modifications, or upgrades to device drivers Installation and maintenance of network operating systems (NOS) Installation and maintenance of application programs v v v v v Refer to your IBM hardware warranty for a full explanation of IBM warranty terms. Be sure to retain your proof of purchase to obtain warranty service. If possible, be near your computer when you make your call in case the technical assistance representative needs to help you resolve a computer problem. Please ensure that you have downloaded the most current drivers and system updates, run diagnostics, and recorded information before you call. When calling for technical assistance, please have the following information available: v Machine Type and Model v Serial numbers of your computer, monitor, and other components, or your proof of purchase v Description of the problem v Exact wording of any error messages v Hardware and software configuration information for your system Chapter 3. Getting help and service from IBM 39 Getting help and service Telephone numbers Note: Telephone numbers are subject to change without notice. For the latest list of IBM HelpCenter telephone numbers and hours of operation, visit the Support Web site at www.ibm.com/pc/support Country or region Africa Argentina Australia Austria Bolivia Belgium Spanish English German Spanish Dutch French Brazil Canada Chile China China (Hong Kong S.A.R.) Portuguese English/ French Spanish Mandarin Cantonese English Putonghua Spanish Danish Spanish Finnish French German English Bahasa/Indonesian/English English Italian Japanese/English Language Telephone Number +44(0)1475 555 055 0800-666-0011 131-426 01-24592-5901 0800-0189 02-210 9820 02-210 9800 55-11-3889-8986 1-800-565-3344 Toronto 416-383-3344 800-224-488 800-810-1818 Home PC 852-2825-7799 Commercial PC 852-8205-0333 980-912-3021 45 20 82 00 1-800-426911 (option #4) 09-459 69 60 02 38 55 74 50 07032-1549 201 1600-44-6666 (62)21-523-8535 01-815-9202 02-7031-6101 0120-887-874 Overseas calls 81-44-230-2037 298-977-5063 (60)3-7727-7800 001-866-434-2080 Colombia Denmark Ecuador Finland France Germany India Indonesia Ireland Italy Japan Luxembourg Malaysia Mexico French English Spanish 40 ThinkPad® R50 Series Service and Troubleshooting Guide