Troubleshooting Guide Compaq Deskpro Family of Personal Computers Troubleshooting Guide Compaq Deskpro Family of Personal Computers Notice The information in this guide is subject to change without notice. COMPAQ COMPUTER CORPORATION SHALL NOT BE LIABLE FOR TECHNICAL OR EDITORIAL ERRORS OR OMISSIONS CONTAINED HEREIN; NOR FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES RESULTING FROM THE FURNISHING, PERFORMANCE, OR USE OF THIS MATERIAL. This guide contains information protected by copyright. Except for use in connection with the accompanying Compaq product, no part of this guide may be photocopied or reproduced in any form without prior written consent from Compaq Computer Corporation. 1999 Compaq Computer Corporation. All rights reserved. Printed in the U.S.A. Compaq and Deskpro are registered in the U. S. Patent and Trademark Office. Microsoft, MS-DOS, Windows, Windows NT, and other names of Microsoft products referenced herein are trademarks or registered trademarks of Microsoft Corporation. Product names mentioned herein may be trademarks and/or registered trademarks of their respective companies. The software described in this guide is furnished under a license agreement or nondisclosure agreement. The software may be used or copied only in accordance with the terms of the agreement. The following words and symbols mark special messages throughout this guide: ! WARNING: Text set off in this manner indicates that failure to follow directions could result in bodily harm or loss of life. CAUTION: Text set off in this manner indicates that failure to follow directions could result in damage to equipment or loss of information. Troubleshooting Guide Compaq Deskpro Family of Personal Computers Second Edition (September 1999) First Edition (June 1999) Part Number 122838-002 Compaq Computer Corporation CONTENTS chapter 1 Troubleshooting Helpful Hints ............................................................................................................................1-2 Solving General Problems ........................................................................................................1-3 Solving Disk Problems .............................................................................................................1-5 Solving Graphics Problems ......................................................................................................1-7 Solving Audio Problems...........................................................................................................1-9 Solving Printer Problems..........................................................................................................1-9 Solving Hardware Installation Problems ................................................................................1-10 Solving Network Problems.....................................................................................................1-11 Solving Memory Problems.....................................................................................................1-14 Solving SCSI Problems ..........................................................................................................1-14 Solving CD-ROM and DVD Problems ..................................................................................1-15 Solving Software Problems ....................................................................................................1-15 Troubleshooting Using Compaq Intelligent Manageability Features.....................................1-16 Compaq Configuration Record Utility ...................................................................................1-16 Contacting Compaq Customer Support ..................................................................................1-17 chapter 2 POST Error Messages Error Codes...............................................................................................................................2-1 appendix A Password Security and Cleaing and Resetting CMOS ...................................................................A-1 appendix B Computer Diagnostics ....................................................................................................................... B-1 appendix C Drive Protection System (DPS) ......................................................................................................... C-1 Index ......................................................................................................................................................I-1 Troubleshooting iii chapter 1 TROUBLESHOOTING This guide provides information on how to identify and correct minor disk, graphics, memory, and software problems. It also explains many of the messages that may be displayed on the screen, including specific error messages that may appear during the Power-On Self-Test (POST) at startup. POST Message Disabled suppresses most system messages during POST, such as memory count and non-error text messages. In this mode, the Compaq Logo and Web address appear on the computer monitor. If a POST error occurs, the screen will display the error message. To manually switch to the POST Messages Enabled mode during POST, press any key (except F10 or F12). The default mode is POST Message Disabled. The speed at which the computer loads the operating system and the extent to which it is tested are determined by the POST mode selection. Quick Boot is a fast startup process that does not run all of the system level tests, such as the memory test. Full Boot runs all of the ROM-based system tests and takes longer to complete. Full Boot may also be enabled to run every 1 to 30 days on a regularly scheduled basis. To establish the schedule, reconfigure your computer to the Full Boot Every xx Days mode, using Computer Setup. For more information on Computer Setup, refer to the Making Hardware Changes guide. Troubleshooting 1-1 Helpful Hints If you encounter some minor problem with your computer, monitor, or software, refer to the following list of general suggestions before taking further action: s s s s s s s Check that the computer and monitor are plugged into a working electrical outlet. Check to see that the computer is turned on and the green power light is on. Check to see that the monitor is turned on and the green monitor light is on. Turn up the brightness and contrast controls of the monitor if the monitor is dim. Press and hold any key. If the system beeps, then your keyboard should be operating correctly. Check all cable connections for loose connections or incorrect connections. Reconfigure your computer after installing a non­Plug and Play expansion card or other option. See "Solving Hardware Installation Problems" for instructions. Be sure that all the needed device drivers have been installed. For example, if you are using a printer, you need a printer driver. Take out all diskettes from the diskette drives when you turn on your system. s s 1-2 Troubleshooting Solving General Problems Problem Computer won't turn on You may be able to easily resolve the minor problems described in this section. If a problem persists and you are unable to resolve it yourself, contact your Compaq authorized dealer or reseller. Cause Computer is not connected to an external power source. Cables to the external power source are unplugged. A defective PCI or ISA card has been installed. Drive power, data, or power supply cables may not be properly connected. Solution Connect to an external power source. Ensure that cables connecting the computer to the external power source are plugged in properly and the wall outlet is active. Remove any expansion card that was just installed. Reseat drive power, data, and power supply cables. Press and hold the power button until the computer turns off. Computer appears locked up and won't turn off when the power button is pressed Computer date and time display is incorrect Software control of the power switch is not functional. RTC (real-time clock) battery may need to be replaced. Battery life is approximately 5 years. First, reset the date and time under Control Panel. If the problem persists, replace the RTC battery. Refer to the Making Hardware Changes guide for instructions on installing a new battery, or contact your Compaq authorized dealer or reseller for RTC battery replacement. 1. Unit is in an exceedingly hot environment. Let it cool down. 2. Ensure computer air vents are not blocked and internal fan is running. 3. Contact your Compaq authorized reseller or service provider. Computer powered off automatically (Red power LED blinks four times per second.) The unit temperature was exceeded. The fan may be blocked. The unit temperature was exceeded because the computer was functioning with the cover or access panel removed. Computer appears to pause periodically Network driver is loaded and no network connection is established. Replace cover or access panel, and let the computer cool down before attempting to turn on power to the computer. Establish a network connection, or use Computer Setup or Windows Device Manager to disable the network controller. Continued Troubleshooting 1-3 Solving General Problems Continued Problem Cannot remove computer cover or access panel Cause Smart Cover Lock, featured on some computers, is locked. Solution Unlock the Smart Cover Lock using Computer Setup (F10 Setup). The Smart Cover FailSafe Key, a device for manually disabling the Smart Cover Lock, is available from Compaq. You'll need the FailSafe Key in case of forgotten password, power loss, or computer malfunction. Cursor will not move using the arrow keys on the keypad The Num Lock key may be on. Press the Num Lock key. The Num Lock light should not be on if you want to use the arrow keys. 1-4 Troubleshooting Solving Disk Problems Common causes and solutions for disk problems are listed in the following table: You may need to reconfigure the computer when you add or remove hardware, such as an additional diskette drive. See "Solving Hardware Installation Problems" for instructions. Problem Diskette drive light stays on Cause Diskette is damaged. Solution In Windows 95 or 98, run ScanDisk. Click Start Æ Programs Æ Accessories Æ System Tools Æ ScanDisk. In Windows NT, right click Start, click Explore, and select a drive. Select File Æ Properties Æ Tools. Under Error-checking, click Check Now. Remove diskette and reinsert. Push in drive button. Check the program diskettes. Reconnect drive cable. Format the diskette. Use another diskette or remove the write protection. Check the drive letter in your path statement. Use another diskette. Use Computer Setup to check your storage security feature disabled settings. Continued Diskette is incorrectly inserted. Drive button is not pushed in. Software program is damaged. Drive cable is not properly connected. Diskette drive cannot write to a diskette Diskette is not formatted. Diskette is write-protected. Writing to the wrong drive. Not enough space is left on the diskette. Diskette write control is enabled. Troubleshooting 1-5 Solving Disk Problems Continued Problem Cannot format diskette Cause Invalid media reported. Solution When formatting a disk in DOS, you may need to specify diskette capacity. For example, to format a 1.44-MB diskette, type the following command at the DOS prompt: FORMAT A: /F:1440 A problem has occurred with a disk transaction The directory structure is bad, or there is a problem with a file. In Windows 95 or 98, run ScanDisk. Click Start Æ Programs Æ Accessories Æ System Tools Æ ScanDisk. In Windows NT, right click Start, click Explore, and select a drive. Select File Æ Properties Æ Tools. Under Error-checking, click Check Now. Format the diskette. Check the type of drive you are using and use the correct diskette type. Reseat diskette drive cable. Use Computer Setup (F10 Setup) to enable the second diskette drive. Select Diskettes from the Storage menu. Reinstall the second Ultra ATA hard drive using an 80-conductor cable. The 80-conductor cable is standard on select models. Remove the diskette from the drive. Diskette drive cannot read a diskette Diskette is not formatted. You are using the wrong diskette type for the drive type. Drive not found Cable is loose. Computer configuration does not recognize second diskette drive. Second Ultra ATA hard drive does not perform optimally Nonsystem disk message You are using the wrong cable for the drive type. The system is trying to start from a nonsystem diskette. 1-6 Troubleshooting Solving Graphics Problems Problem Blank screen If you encounter graphics problems, refer to the documentation that came with your monitor and to the common causes and solutions listed in the following table: Cause Monitor is not turned on and the monitor light is not on. The cable connections are not correct. The energy saver feature has been enabled. The RGB (Red, ...