User manual IBM THINKPAD X32 - Supplementary Guide

ThinkPad® X 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. Warranty Information" on Page 49, "Appendix C. Notices" on page 63, and "Appendix D. Wireless Regulatory Information" on page 77. 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 (Dec 2001) 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 2001. 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 The FCC RF Safety Requirement When you use a Bluetooth option or wireless PCMCIA card in your ThinkPad X Series computer, please make sure of the following: 1. Visit the IBM site at www.ibm.com/pc/qtechinfo/MIGR-39377.html and confirm the updated list of RF option devices that have been approved to cooperate with the integrated wireless feature. 2. When you use any other RF option device that is not listed on the IBM site, all other wireless features including the integrated transmitter in your ThinkPad computer are required to be turned off. 3. Users are requested to follow the RF Safety instructions on wireless option devices that are included in the RF option device's user's manual. See 'Appendix D. Wireless Regulatory Information' on page 77 for more details. © Copyright IBM Corp. 2001 iii iv ThinkPad® X Series Service and Troubleshooting Guide Finding information with Access ThinkPad Find answers to your questions about your computer and view IBM Web sites by pressing the ThinkPad Button shown in the previous illustration to open Access ThinkPad, your on-board computer help center. 4 5 1 2 3 © Copyright IBM Corp. 2001 v Learn about the many features of your ThinkPad computer. ThinkPad Features provides a visual display of your computer and components. Once you are familiar with the hardware features of your system use the Tools and Tips category to get the most out of those features like Wireless Networking, Maximizing your battery life, etc... Click Access Help to open a comprehensive help system offering information such as how to change or upgrade the memory in your computer. Visit these IBM Web sites to join an interactive community of ThinkPad users, download new backgrounds, purchase accessories, or get online support. Keyword Search provides a quick way to search information in Access Help. You can view information about your system such as model number in System Details and change the look of your application through Personalize. vi ThinkPad® X Series Service and Troubleshooting Guide Whenever you have a question about your computer, or wish to view IBM Web sites, simply press the ThinkPad button to open Access ThinkPad. Access ThinkPad includes a comprehensive, on-board help and information center for your computer. It travels with you, eliminating the need to carry reference manuals. Find information about your ThinkPad computer and its features by using the search function. For direct access to help and support, tips from other mobile users, and information about accessories, software, and upgrades, visit the IBM Web site. View help topics to learn how to: v Use your computer hardware features v Connect to the internet or a local network v v v v v Set up a projector for your presentation Use passwords and other security features Install, remove and recover software Upgrade your system Extend the life of your battery v Troubleshoot problems v Contact IBM for service and support v Perform many other tasks Click one of the Internet buttons to join an interactive ThinkPad Web community, or to directly access information about accessories and software updates, small business offerings, and help and support. Finding information with Access ThinkPad vii 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. viii ThinkPad® X Series Service and Troubleshooting Guide Contents Important Notice for Users. . . The FCC RF Safety Requirement . . . . . . . . iii . iii v Appendix A. Important safety instructions 43 Modem safety information . . . . . . . 45 Laser compliance statement . . . . . . . 46 Appendix B. Warranty information . . . . 49 Warranty period . . . . . . . . . . 49 Warranty service and support . . . . . . 49 Before you call for service . . . . . . 50 Calling for service . . . . . . . . . 50 IBM Statement of Limited Warranty Z125-4753-06 8/2000 . . . . . . . . . 50 Part 1 - General Terms . . . . . . . 50 Part 2 - Country-unique Terms . . . . . 54 Appendix C. Notices. . . . . . . . . 63 Notices. . . . . . . . . . . . . . 63 Processing date data . . . . . . . . 64 Trademarks . . . . . . . . . . . 64 Electronic emission notices . . . . . . 65 Telecommunication notices . . . . . . 66 Notice for Australia . . . . . . . . 69 Notice for New Zealand Users . . . . . 69 Notice for European Union countries. . . 74 Wireless Interoperability . . . . . . . 76 Usage environment and your Health . . . 76 Appendix D. Wireless Regulatory information . . . . . . . . . . . USA - Federal Communications Commission (FCC) . . . . . . . . . . . . . Canada - Industry Canada (IC). . . . . Europe - CE Declaration of Conformity . . Notice for Users in Singapore . . . . . Trademarks . . . . . . . . . . . Index . . . . . . . . . . . . . Getting help by fax . . . . Calling IBM . . . . . . . Getting help around the world . . . . . . . . . . . . . . 39 . 39 . 41 Finding information with Access ThinkPad 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 . . . . . . Infrared port problems . . . . . TrackPoint problems . . . . . . Standby or hibernation problems . . Computer screen problems . . . . Battery problems . . . . . . . Hard disk drive problems . . . . Software problems . . . . . . . Bluetooth problem . . . . . . . Other problems . . . . . . . . . Starting BIOS Setup Utility . . . . . Recover pre-installed software . . . . Backing up your system . . . . . . Backing up your registry . . . . . Replacing the hard disk drive . . . . Replacing the battery . . . . . . . Install a memory module . . . . . Chapter 3. Getting help and IBM. . . . . . . . . Getting help and service . . Getting help on the Web . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 2 3 4 5 .9 10 11 11 14 15 16 16 17 18 19 22 23 24 24 25 25 27 28 29 29 31 33 34 . 77 . . . . . 77 78 78 83 83 service from . . . . . . 37 . . . . . . 38 . . . . . . 38 . 85 © Copyright IBM Corp. 2001 ix x ThinkPad® X 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 . . . . . .4 .5 © Copyright IBM Corp. 2001 1 Your ThinkPad at a glance Your ThinkPad at a glance Front view Rear view Security keyhole Modem connector Power jack Ethernet connector Monitor connector Stereo line-in jac k USB connector 2 ThinkPad® X Series Service and Troubleshooting Guide Your ThinkPad at a glance Features Processor Intel® Mobile PentiumIII-M Processor Memory Built-in: 128MB Maximum: 640MB for 128MB memory Storage devices 2.5-inch hard disk drive Display The color display uses TFT technology 1. XGA v Up to 1024-by-768 resolution on the 12.1-inch LCD v Up to 1600-by-1200 resolution on an external monitor v Brightness control Keyboard 85-key, 86-key, or 90-key TrackPoint® pointing device Fn key function ThinkPad Button Volume buttons Chapter 1. Overview of your new ThinkPad computer 3 Your ThinkPad at a glance External interface External-monitor connector PC Card slot (Type I, Type II, Type II Plus) Type II Compact Flash slot Headphone jack, Microphone jack (supports a condenser microphone with the type of connector that is shown circled in the following illustration) Line-in jack Universal Serial Bus (USB) connector Telephone connector (available if the modem Mini-PCI Card or the Combo Mini-PCI Card is installed) Ethernet connector (available if the Ethernet Mini-PCI Card or the Combo Mini-PCI Card is installed) UltraPort connector to support an optional IBM digital camera UltraBase X2 connector IrDA port Wireless LAN Interface Specifications Size With a 12.1-inch display: ­ Width: 279.4 mm ­ Depth: 226.8 mm ­ Height: 24.9-30.2 mm Environment Temperature (at altitudes less than 2438 m (8000 ft.)): ­ Operating: 5°C to 35°C (41°F to 95°F) 4 ThinkPad® X Series Service and Troubleshooting Guide Your ThinkPad at a glance ­ Non-operating: -20°C to 60°C (-4°F to 140°F) Note: When you charge the battery pack, its temperature must be at least 10°C (50°F). Relative humidity: ­ Operating: 8% to 90% ­ Non-operating: 5% to 95% Maximum altitude: 3048 m (10,000 ft.) in unpressurized conditions ­ Maximum temperature at 3048 m (10,000 ft.): 31°C (88°F) Electrical (AC Adapter) Sine-wave input, at 50 to 60 Hz is required The input rating of the AC Adapter: 100-240 V ac, 50/60 Hz Lithium-ion battery pack Nominal voltage 14.4 V dc 10.8 V dc Capacity 1.8 AH 3.9 AH 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 13cm/5 in). Chapter 1. Overview of your new ThinkPad computer 5 Caring for your ThinkPad computer 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 135 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. 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 If your computer comes with a diskette drive, 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 a CD or DVD drive, do not touch the surface of a CD or the lens on the CD or DVD tray. v Wait until you hear the CD or DVD click into the center pivot of the CD or DVD drive before closing the CD or DVD tray. v When installing your hard disk, diskette, CD, or DVD drive, follow the instructions shipped with your hardware, and apply pressure only where needed on the device. See Access ThinkPad, your on-board help system, for information on replacing your hard disk drive (open Access ThinkPad by pressing the ThinkPad 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 6 ThinkPad® X Series Service and Troubleshooting Guide Caring for your ThinkPad computer 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 ThinkPad, your on-board help system, for information on the location of these connectors (press the ThinkPad button to open Access ThinkPad). v Register your ThinkPad products with IBM (refer to the Web page: www.pc.ibm.com/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. 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, and DVD drives in the appropriate containers or packaging when they are not being used. Cleaning your computer Occasionally clean your computer as follows: v Use a soft cloth moistened with nonalkaline detergent to wipe the exterior of the computer. v Avoid spraying cleaner directly on the display or the keyboard. v Gently wipe the display with a dry, soft cloth. Chapter 1. Overview of your new ThinkPad computer 7 Caring for your ThinkPad computer 8 ThinkPad® X 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 . . . . Infrared port problems . . . TrackPoint problems . . . . Standby or hibernation problems Computer screen problems . . Battery problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 11 11 14 15 16 16 17 18 19 22 23 Hard disk drive problems Software problems . . . Bluetooth problem . . . Other problems . . . . . Starting BIOS Setup Utility . Recover pre-installed software Backing up your system . . Backing up your registry . Replacing the hard disk drive Replacing the battery . . . Install a memory module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 24 25 25 27 28 29 29 31 33 34 © Copyright IBM Corp. 2001 9 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 cursor to Programs(in Windows XP, All Programs) and then to PC-Doctor for Windows. 3. Click PC-Doctor for Windows. 4. Choose either the Run Quick Test Set or the Run Normal Test Set. Attention Running the Quick Test set can take 10 minutes or longer. Make sure you have time to run the entire test; do not interrupt the test while it is running. The Quick Test set runs many 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 Quick Test set have been run and that it has found no problems, consider running more of the tests. 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. 10 ThinkPad® X Series Service and Troubleshooting Guide Solving computer problems Troubleshooting If you do not find your problem here, refer to Access ThinkPad, your on-board help system. Open Access ThinkPad by pressing the ThinkPad button. The following section only describes problems that might prevent you from accessing this help system. Error messages Note: 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 0187: EAIA data access error 0188: Invalid RFID serialization information area or bad CRC2. 0189: Invalid RFID configuration information area Solution The EEPROM checksum is not correct (block #6). Have the computer serviced. The access to EEPROM failed. Have the computer serviced. The EEPROM checksum is not correct (block # 0 and 1, or block # 6). 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. 0193: RF antenna has been removed 0194: The computer is carried through the security gate 0195: Security hardware tamper detected The RFID antenna that you installed has been removed. Enter the supervisor password to return your computer to the normal operation. The computer has been carried through the security portal gate. Enter the supervisor password to return your computer to the normal operation. The Security Chip has been attached to or replaced on your computer. Open the BIOS Setup Utility (using the supervisor password), and clear the Security Chip. Refer to Setting the Security Chip in the Access ThinkPad, your on-board help system. If it does not solve this problem, have the computer serviced. The Security Chip has been removed from your computer. Open the BIOS Setup Utility (using the supervisor password), and clear the Security Chip. Refer to Setting the Security Chip in the Access ThinkPad, your on-board help system. If it does not solve this problem, have the computer serviced. The remote configuration for the Security Chip has failed. Confirm the operation and try again. 0196: Security hardware removed 0197: Invalid Remote change requested Chapter 2. Solving computer problems 11 Solving computer problems Message 01C9: More than one Ethernet devices are found. Remove one of them. Press Esc to continue. 0200: Hard disk error Solution Remove either an Ethernet Mini-PCI Card or an Ethernet Daughter Card. Otherwise, press Esc to ignore the warning message. If it does not solve this problem, have the computer serviced. The hard disk is not working. Make sure that the hard disk drive is attached firmly. Run the 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, using PC-Doctor. v If the computer stops during the test, have the computer serviced. 021x: Keyboard error 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 system battery is depleted. This battery is used to preserve the configuration information, such as the date and time, while the computer is turned off. 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. 0232: Extended RAM error 0250: System battery error 0251: System CMOS checksum bad 0260: System timer error 0270: Real time clock error 12 ThinkPad® X Series Service and Troubleshooting Guide Solving computer problems Message Solution 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. 0280: Previous boot incomplete 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 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 the same error message is still displayed, 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 Chapter 2. Solving computer problems 13 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 Press F1 to go to the IBM BIOS Setup Utility. Press F9 and then Enter to load the default setting. Press F10 and then Enter to restart the system. 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. 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 the 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. Problem: When I turn on the machine, nothing appears on the screen, but I hear two or more beeps or a continuous beep while starting up. Solution: If you are using Ethernet: v Make sure that the Ethernet cable is connected firmly. 14 ThinkPad® X Series Service and Troubleshooting Guide Solving computer problems v Contact your network administrator. If the screen is still blank, and the beeps do not stop, have the computer serviced. Problem: When I turn on the machine, only a white cursor appears on a blank screen Solution: Reinstall your operating system, and turn on the computer. If you still see only the cursor 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. Move the TrackPoint or press a key to exit the screen saver, or press the power switch to resume from standby or hibernation. Problem: The DOS full-screen looks smaller. Solution: If you use a DOS application that supports only 640x480 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.) Note: If your computer has a screen expansion function, you can use the Fn+F8 keys to expand the screen image. A password problem Problem: I forgot my password. Solution: If you forget your power-on password, you have to take your computer to an IBM reseller or marketing representative to have the password canceled. If you forget 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 reseller 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 forget your supervisor password, IBM will not reset your password. You must take your computer to an IBM reseller 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. Chapter 2. Solving computer problems 15 Solving computer problems 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: The cursor does not move after the computer returns from one of the power management modes. Solution: Make sure you followed the instructions correctly when you installed Windows with the Advanced Power Management (APM) option. Problem: Some or all 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 any is 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 any 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. Problem: Some or all 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. 16 ThinkPad® X Series Service and Troubleshooting Guide Solving computer problems Solution: v Make sure that the keyboard cable is correctly connected to the computer. v If you are using the keyboard/mouse cable, make sure that the cable is correctly connected to the computer, and that the keyboard cable is connected to the correct side of the keyboard/mouse cable. v If you are using the docking station or the port replicator, make sure that the keyboard cable is correctly connected to the keyboard connector. If these connections are correct, disconnect the external keyboard from the computer and make sure that the built-in keyboard operates properly. If the built-in keyboard works, there is a problem with either the cable or the keyboard. Try using a different keyboard/mouse cable or external keyboard. Infrared port problems Problem: Your computer cannot communicate with other devices through the infrared port. Solution: Make sure that: v v v v The communication speeds are the same. The infrared ports are clean. No objects are between the computer and the communicating device. The distance and angle between your computer and the device are within the specified ranges. v You are not operating under direct sunlight. v The infrared port is directly facing the other communication port. v The communication application running on your computer is compatible with that running on the other computer. Refer to the application manuals for more information. Problem: Incorrect data is sent between your computer and a communicating device. Solution: Make sure that: v The distance and angle between your computer and the device are within the ranges. v The communication speeds are the same. v There are no other devices that radiate infrared rays, such as remote-controlled devices or wireless headphones, near your computer or the communicating device. v You are not operating under direct sunlight. v No fluorescent lamps are near your computer or the communicating device. Chapter 2. Solving computer problems 17 Solving computer problems Problem: You cannot use DMA channels for both the parallel connector and the infrared port. Solution: If you enable ECP and choose DMA3 (the default value) for the parallel connector, you might be asked whether you want to disable DMA for the infrared port. To use DMA channels for both the parallel and infrared ports, do the following: 1. Click OK to disable DMA for the infrared port. 2. Close a parallel port panel. 3. Click the Infrared device button to open the infrared panel. 4. Choose DMA0 or DMA1 for the infrared port on the panel. 5. If you see the panel asked whether you want to disable DMA for an audio device, click OK. TrackPoint problems Problem: The cursor drifts when the computer is turned on or after it resumes normal operation. Solution: The cursor 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. Cursor 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 cursor does not work for a while after the settings in the Mouse Properties window have been changed. Solution: This is a normal characteristic of the cursor. Wait several seconds until the cursor returns to the normal state. Problem: The mouse or 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 computer. If your mouse is incompatible with the IBM® PS/2® mouse, disable the TrackPoint, using the ThinkPad Configuration Program. 18 ThinkPad® X Series Service and Troubleshooting Guide Solving computer problems Note: For more information, see the manual supplied with the mouse. Problem: The mouse buttons do not work. Solution: Change the mouse driver to Standard PS/2 Port Mouse, and then reinstall IBM PS/2 TrackPoint. Drivers are provided in the C:\IBMTOOLS\DRIVERS directory on your hard disk drive. If your hard disk drive does not contain device drivers, refer to the ThinkPad Service & Support Web site. To access this Web site, open Access ThinkPad by pressing the ThinkPad button, then click the Service & Support image on the right of the screen. Problem: The scrolling or magnifying glass function does not work. Solution: Check the mouse driver in Device Manager window, and make sure that the IBM PS/2 TrackPoint driver is installed. Standby or hibernation problems Problem: The computer returns from standby mode unexpectedly by disconnecting a device from the USB connector or carring your computer with a USB device (especially a USB mouse) connected. Solution: Your computer is enabled to return from standby mode when detecting any activity on a device attached to the USB connector. Make sure to disconnect a device from the USB connector in advance or disable this function to prevent this problem. Problem: The computer enters standby mode automatically. Solution: If the processor reaches a temperature that is too high, the computer automatically enters standby mode to allow the computer to cool and to protect the processor and other internal components. Problem: The computer enters standby mode immediately after Power-On Selftest (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" in this Guide. If these items are correct, have the computer serviced. Problem: The critical low-battery error message is displayed, and the computer immediately turns off. Chapter 2. Solving computer problems 19 Solving computer problems 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. Solution: The computer automatically enters standby or hibernation mode when the battery is depleted. Connect the ac adapter to the computer; then press Fn. 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 computer does not enter standby mode as set by the timer under Windows 98 or Windows NT®. Solution: For Windows 98: The generic CD-ROM or DVD-ROM driver for Windows 98 accesses the internal CD-ROM or DVD-ROM drive every 3 seconds to see whether a CD-ROM is inserted there. This prevents your computer from entering standby mode even after a timeout. To enable the computer to enter standby mode, do the following: 1. 2. 3. 4. 5. 6. 7. Click Start. Move the cursor to Settings and Control Panel. Click Control Panel, and then double-click System. Click the Device Manager tab. Click the + mark of CD-ROM. Double-click the name of the CD-ROM or DVD-ROM. Click the Settings tab. 20 ThinkPad® X Series Service and Troubleshooting Guide Solving computer problems 8. Clear the Auto insert notification check box. Windows 98 no longer detects the insertion of a CD-ROM or a DVD-ROM automatically. For Windows NT: If you enable the CD-ROM AutoRun feature, the timer cannot trigger the computer to enter standby mode. To enable the timer, disable the AutoRun feature by editing the configuration information in the registry as follows: HKEY_LOCAL_MACHINE\SYSTEM\ CurrentControlSet\Services\Cdrom\ Autorun: 0x1 > Autorun: 0 Problem: The Fn+F12 key combination does not cause the computer to enter hibernation mode. Solution: The computer cannot enter hibernation mode 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, using the Control Panel. Enable hibernation mode as follows: For Windows 98: 1. Start the ThinkPad Configuration Program. 2. Click Power Management . 3. Click the Hibernation tab. 4. Click the Enable hibernation... button. 5. Click the Create Now button. If you are using one of the IBM communication PC Cards, the computer cannot enter hibernation mode. To enter hibernation mode, stop the communication program, and then remove the PC Card or disable the PC Card slot, using the Control Panel. For Windows NT: Note: You must format your hard disk with the FAT format system to use hibernation mode in Windows NT. If you format your hard disk with NTFS, the default format in Windows NT, you cannot use hibernation mode. 1. Start the ThinkPad Configuration Program. 2. Click Power Management. Chapter 2. Solving computer problems 21 Solving computer problems 3. Click Suspend/Resume Options. 4. Click Enable Hibernation. 5. Click OK. For Windows 2000 or Windows XP 1. Start the ThinkPad Configuration Program. 2. Click Power Management. 3. Click the Hibernate tab. 4. Select the Enable hibernation support checkbox. 5. Click OK. Note: You can enter hibernation mode by pressing Fn+F12 only if the PM driver for Windows 2000 or Windows XP has been installed. Computer screen problems Problem: The screen is blank. Solution: Press the Fn+Home keys to make the screen brighter. If the problem persists, perform the "Solution" for the problem below. Problem: The screen is unreadable or distorted. Solution: Make sure that: v The display device driver is installed correctly. v The display resolution and color depth are correctly set. v The monitor type is correct. To check these settings, do as follows: Open the Display Properties window. For Windows 98 or Windows 2000 or Windows XP: 1. Click the Settings tab. 2. Check if the color depth and resolution are correctly set. 3. Click Advanced... 4. Click the Adapter tab. 5. Make sure "ATI Mobility Radeon" is shown in the Adapter Information window. 6. Click the Monitor tab. 7. Make sure the information is correct. For Windows NT: 1. Click the Settings tab. 22 ThinkPad® X Series Service and Troubleshooting Guide Solving computer problems 2. 3. 4. 5. Check if the color depth and resolution are correctly set Click Display Type... Make sure "ATI Mobility Radeon" is shown in the Display Type window. Click OK. 6. Click the Test button in the Settings window. 7. Make sure the output is displayed correctly. 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 battery cannot be fully charged in 24 hours, use a new battery. If the optional Quick Charger is available, use it to charge the over-discharged battery. Problem: Your computer shuts down before the battery status indicator shows empty, -or- Your computer operates after the battery status indicator shows empty. Chapter 2. Solving computer problems 23 Solving computer problems 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. If there is such a mark, the hard disk drive is disabled. Clear the mark to enable the drive. Software problems Problem: An application does not run correctly. Solution: Make sure that the problem is not being caused by the application by checking the following: v Your computer has the minimum required memory to run the application. Refer to the manuals supplied with the application. v The application is designed to operate with your operating system. v Other applications run correctly on your computer. 24 ThinkPad® X Series Service and Troubleshooting Guide Solving computer problems v The necessary device drivers are installed. v The application works when it is run on some other computer. If an error message appears when you are using the application program, refer to the manuals supplied with the application. If the application still does not run correctly, contact your place of purchase or a service representative for help. Problem: The main window bitmap in the ThinkPad Configuration program is distorted (Windows NT only). Solution: Installing the Active Desktop, bundled with Internet Explorer Version 4.0 on Windows NT, might cause this problem. Do one of the following: v Uninstall the Active Desktop. (Merely disabling the Active Desktop is not effective to avoid the problem.) v Close the ThinkPad Configuration program and start it again. (This is a temporary recovery.) Bluetooth problem Problem: Your Bluetooth is not functional and IBM Integrated Bluetooth has a yellow mark in Device Manager under Windows XP. Solution: 1. Turn Bluetooth power on by pressing Bluetooth power switch 2. Open Device Manager by clicking Start -> Control Panel -> Performance and Maintenance icon -> System icon -> Hardware tab -> Device Manager button 3. Right-click IBM Integrated Bluetooth under Universal Serial Bus controllers 4. Click Update Driver... 5. It displays Hardware Update Wizard window 6. Click Next button after confirming Install the software automatically (Recommended) is selected 7. It displays Hardware Installation window, and then click Continue Anyway button 8. Click Finish button Other problems Problem: The computer locks or does not accept any input. Chapter 2. Solving computer problems 25 Solving computer problems 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: 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. 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: Windows NT does not start; however, the message saying that Windows NT is loading remains on the screen. Solution: The USB setting might have been changed to Enabled. If so, it might cause a conflict in allocating memory resources during startup. Disable the setting, using the BIOS Setup Utility as follows: 1. Turn your computer off and then on again; then, while the message, "Press F1 for IBM BIOS Setup Utility," is displayed at the lower left of the screen, press the F1 key to start the BIOS Setup Utility. The BIOS Setup Utility menu appears. 2. With the cursor key, select Config; then press Enter. 3. Select USB by pressing Enter. 4. With the cursor key, select Disable; then press Enter. 5. Press F10 and Enter to save this setting and exit this utility. 26 ThinkPad® X Series Service and Troubleshooting Guide Solving computer problems Starting BIOS Setup Utility Your computer provides a program, called IBM BIOS Setup Utility, that enables you to select various setup parameters. The panels in this utility are as follows: v Config: Change the configuration of your computer. v Date/Time: Set the date and time. v Password: Set a password. 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. For more information on this program, refer to the on-board help. To start IBM BIOS Setup Utility, do as follows: 1. To protect yourself against accidental loss of data, refer to "Backing up your registry" in Access ThinkPad. Open Access ThinkPad by pressing the ThinkPad button. Backing up your registry saves your computer's current configuration. 2. Remove any diskette from the diskette drive, and then turn off the computer. 3. Turn on the computer; then, while the " Press F1 for IBM BIOS Setup Utility " message is displayed at the lower-left of the screen, press F1. 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 the supervisor password; then, however, you cannot change any parameters that are protected by the supervisor password. For more information, refer to the on-board help. 4. Using the cursor keys, move to an item you want to change. When that item is highlighted, press Enter. A submenu is displayed. 5. 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. 6. 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 at the time of purchase, press the 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. 7. Select Restart ; then press Enter. Move the cursor to the option you want for restarting your computer; then press Enter. Your computer restarts. Chapter 2. Solving computer problems 27 Solving computer problems Recover pre-installed software If the data on your hard disk drive is damaged or accidentally erased, you can restore the software that was shipped with your computer. This software includes your pre-installed operating system, applications, and device drivers. To restore your pre-installed software, you can use the Product Recovery program. The Product Recovery program is in a section of your hard disk drive that is not displayed by Windows Explorer. Note: The recovery process might take up to 2 hours. Attention All of the files on the C:\ drive will be lost in the recovery process. Be sure to back up copies of the files you have saved on your C:\ drive before you begin. Note: You might need to use a diskette drive in the recovery process. Use a drive that is compatible with your computer. To use the Product Recovery program to restore your pre-installed software, do the following: 1. Save all of your files and shut down your desktop. 2. Turn off your computer. 3. Turn on your computer. Quickly press F11 when this message is displayed on the screen: "To start the Product Recovery program, press F11." This message is displayed for only a few seconds. Note: If this message does not appear, you can use a Recovery Repair diskette to get access to the Product Recovery program. 4. From the list displayed on the screen, select the operating system you want to recover. 5. Select the recovery options you want, and follow the instructions on the screen. 6. Restart the system by pressing Ctrl+Alt+Del or by turning the computer off and then on again. Your computer restarts with the pre-installed operating system, drivers, and software. Note: Network drivers are not automatically restored with Windows NT 4.0; you will need to reinstall them. Refer to ThinkPad Assistant for reinstallation. 28 ThinkPad® X Series Service and Troubleshooting Guide Solving computer problems To create a Recovery Repair diskette The Recovery Repair diskette is used to recover the prompt that is needed to access the Product Recovery program, if the prompt is not displayed. Make a Recovery Repair diskette and save it for future use. To make a Recovery Repair diskette: 1. Shut down and restart your computer. 2. At the prompt, press F11. (The option to press F11 appears for only a few seconds. You must press F11 quickly.) The Product Recovery program main menu appears. Note: If you are prompted to select the operating system, select one you want to recover. Then the Product Recovery Program main menu opens. 3. Select System Utilities from the main menu. Press Enter. 4. Select Create a Recovery Repair diskette. Press Enter. 5. Follow the on-screen instructions. 6. When the process is completed, label your diskette as the Recovery Repair diskette and save it for future use. To use the Recovery Repair diskette: 1. Shut down and turn off your computer. 2. Insert the Recovery Repair diskette into the drive; then turn on the computer. 3. Follow the on-screen instructions. Backing up your system Backing up your registry When you add software applications or devices to your computer, the installation process may change your registry and configuration. If your computer does not work properly after you add applications or devices, you need to restore the previous registry. Before you make changes, backup the configuration. If something goes wrong, you can restore the system registry and configuration files. You can use ConfigSafe (for Windows 98 and Windows 2000) to save the configuration before you make changes. Then if something goes wrong, use ConfigSafe or System Restore to restore the system registry and configuration files. For Windows 98 or Windows 2000: Chapter 2. Solving computer problems 29 Solving computer problems To 1. 2. 3. capture a snapshot of your system configuration with ConfigSafe: Click Start Programs ConfigSafe ConfigSafe Double-click ConfigSafe. The window opens. Click the camera icon. 4. Type a name for the snapshot. For example, before installing a word processor, you might type, "Before installing a word processor." 5. Click OK. 6. After a few moments, the main ConfigSafe window will return. The snapshot is complete. If you need to restore a configuration snapshot, open ConfigSafe and follow the on-screen instructions. 30 ThinkPad® X Series Service and Troubleshooting Guide Solving computer problems Replacing 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 reseller or IBM marketing representative, or by visiting IBM on the Web. 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. Attention: Handling a hard disk drive: v Do not drop the drive or subject it to physical shocks. 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 upside down. 3. Remove the battery pack. 4. Remove the screw that secures the hard disk drive (1). 3-1 3-2 3-2 3-2 3-1 3-1 3-2 1 2 5. Remove the hard-disk drive by pulling the cover away from the computer (2). Chapter 2. Solving computer problems 31 Solving computer problems 6. Detach the hard disk drive cover (3­1). 7. Remove the screws and detach the old hard disk drive from the plate hard disk (3­2). 8. Replace the new hard disk drive to the plate hard disk and reinstall the screws. 9. Attach the cover to the new hard disk drive. 10. Insert the new hard disk drive and its cover into the hard disk drive bay; then secure it firmly into place. Note: Make sure that the label on the hard disk drive is facing the bottom of the computer. 11. Reinstall the screw that secures the hard disk drive. 12. Reinstall the battery pack. 13. Turn the computer right side up. Connect the ac adapter and cables to the computer. 32 ThinkPad® X Series Service and Troubleshooting Guide Replacing the battery Replacing the battery 1. Turn off the computer, or enter hibernation mode by pressing Fn+F12. Then disconnect the ac adapter and all cables from the computer. Note: If you are using a PC Card, the computer may not be able to enter hibernation mode. If this happens, turn off the computer. 2. Close the computer display, and turn the computer upside down. 3. Slide the battery pack latch toward the back of the computer and hold 1 until the battery pack is removed 2 . Note: The first position of the battery pack latch is for releasing the lock of the battery pack. 1 2 4. Align the side of a fully charged spare battery pack with the side of the battery space in the computer 1 ; then gently push the battery into the 2 1 space 2 . 5. Slide the battery pack latch to the left to lock it. Chapter 2. Solving computer problems 33 Replacing the battery 6. Turn the computer right side up. Connect the ac adapter and the cables to the computer. Install a memory module To install the DIMM, 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 upside down. 3. Remove the battery pack. 4. Loosen the screw on the memory slot cover; then remove the cover.. 5. Find the notch on the side of the DIMM. Attention: To avoid damaging the DIMM, do not touch its contact edge. 6. With the notched end of the DIMM toward the right side of the socket, insert the DIMM, at an angle of about 20 degrees, into the socket 1 ; then press it firmly 2 . 7. Pivot the DIMM until it snaps into place. Make sure that the card is firmly fixed in the slot and not moved easily. 34 ThinkPad® X Series Service and Troubleshooting Guide Install a memory module 8. Replace the memory slot cover over the memory slot, aligning the back side of the cover first; then tighten the screw. 9. Put the battery pack back in place and turn the computer right side up. To make sure that the DIMM is installed correctly, do as follows: 1. Turn the computer on. 2. Press the F1 key while the "Press F1 for IBM BIOS Setup Utility" message is displayed at the lower-left area of the screen. The IBM BIOS Setup Utility screen appears. The "Installed memory" item shows the total amount of memory installed in your computer. For example, if you install a 64-MB DIMM into a computer whose base memory is 64 MB, the quantity shown in "Installed memory" should be 128 MB. Chapter 2. Solving computer problems 35 Install a memory module 36 ThinkPad® X Series Service and Troubleshooting Guide Chapter 3. Getting help and service from IBM Getting help and service . Getting help on the Web . Getting help by fax . . . . . . . . . . . . . . . . . . . . . 38 . 38 . 39 Calling IBM . . . . . . . Getting help around the world . . . . . . . . . . 39 . 41 © Copyright IBM Corp. 2001 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. Information about your IBM computer and preinstalled software, if any, is available in the documentation that comes with your computer. That documentation includes printed books, online books, README files, and help files. In addition, information about IBM products is available on the World Wide Web and through the IBM Automated Fax System. For technical assistance with the installation of, or questions related to, Service Packs for your preinstalled Microsoft Windows product, refer to the Microsoft Product Support Services Web site at support.microsoft.com/directory/, or you can contact the IBM HelpCenter®. Some fees might apply. 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. If you select Profile from the support page, you can create a customized support page that is specific to your hardware, complete with Frequently Asked Questions, Parts Information, Technical Hints and Tips, and Downloadable Files. In addition, you can choose to receive e-mail notifications whenever new information becomes available about your registered products. You also can order publications through the IBM Publications Ordering System at www.elink.ibmlink.ibm.com/public/applications/publications/cgibin/pbi.cgi 38 ThinkPad® X Series Service and Troubleshooting Guide Getting help and service Getting help by fax If you have a touch-tone telephone and access to a fax machine, in the U.S. and Canada you can receive by fax marketing and technical information on many topics, including hardware, operating systems, and local area networks (LANs). You can call the IBM Automated Fax System 24 hours a day, 7 days a week. Follow the recorded instructions, and the requested information will be sent to your fax machine. In the U.S. and Canada, to access the IBM Automated Fax System, call 1-800-426-3395. 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. 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 v Identification of software problem sources v v v v 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 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. Chapter 3. Getting help and service from IBM 39 Getting help and 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 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 Argentina Australia Austria Bolivia Belgium Language Spanish English Spanish German Dutch French Brazil Canada Portuguese English/ French in Toronto only call Chile China China(Hong Kong S.A.R) Colombia Denmark Ecuador Finland France Spanish Mandarin Cantonese/ English/ Putonghua Spanish Danish Spanish Finnish French Telephone Number 0800-666-0011 1300-130-426 0800-0189 01-24592-5901 02-210-9820 02-210-9800 55-11-3889-8986 1-800-565-3344 416-383-3344 800-224-488 800-810-1818 2825-87799 980-912-3021 45 20 82 00 1-800-426911(option #4) 09-22 931 840 02 38 55 74 50 40 ThinkPad® X Series Service and Troubleshooting Guide