DiagTools User's Guide HP Vectra PCs HP Kayak PC Workstations Notice The information contained in this document is subject to change without notice. Hewlett-Packard makes no warranty of any kind with regard to this material, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose. Hewlett-Packard shall not be liable for errors contained herein or for incidental or consequential damages in connection with the furnishing, performance, or use of this material. This document contains proprietary information that is protected by copyright. All rights are reserved. No part of this document may be photocopied, reproduced, or translated to another language without the prior written consent of Hewlett-Packard Company. AMIDIAG is a trademark of American Megatrends Inc. Acrobat is a trademark of Adobe Systems Inc. Sound Blaster is a trademark of Creative Technology Ltd. in the United States and/or other countries. Microsoft, MS, MS-DOS, Windows and Windows NT are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. Hewlett-Packard France Commercial Computing Division 38053 Grenoble Cedex 9 France © 1998 Hewlett-Packard Company Doc ver 2.0 10/98 for DiagTools ver 2.10 User's Guide Who Should Read This Book Who Should Read This Book This manual is for anyone who wants to: · · · · · · Diagnose hardware problems on a Vectra PC or Kayak PC Workstation Understand the purpose of DiagTools Learn how to use DiagTools Know what to do when a test fails Provide HP-dedicated Support Agents with more information for solving problems quickly and effectively Find out where to get more information and support. What is DiagTools? The first step in solving a problem with a PC is diagnosis. HP's DiagTools helps you diagnose hardware-related problems on a Vectra PC or Kayak PC Workstation. It is a series of tools designed to help you to: · · · Verify the correct functioning of a Vectra PC or a Kayak PC Workstation Diagnose hardware-related problems Provide precise information to HP-dedicated Support Agents so that they can solve any problem quickly and effectively. DiagTools is not a repair tool. iv English Overview of DiagTools Overview of DiagTools The Vectra and Kayak hardware diagnostics utility has four parts: Ì Hardware Detection, which automatically detects the complete hardware configuration of a Vectra PC or Kayak PC Workstation. Hardware detection is described in chapter 2. Ì The Basic Tests, which determine the correct functioning of the PC as a whole. The basic test phase is described in chapter 3. Ì The Advanced Tests. These provide complete, in-depth testing and diagnosis of the PC's individual components. The advanced test phase is described in chapter 4. Ì The Support Ticket, which is a complete record of the test results and the PC's configuration. The support ticket can be used to communicate the test results to your local or HP-dedicated Support Agent. This is described in chapter 5. Compatibility DiagTools can run on the following HP Vectra PC and HP Kayak PC Workstation platforms: Ì All Vectra V­Line and X­Line PCs and PC Workstations released after June, 1997. Ì All HP Kayak PC Workstations. Ì Vectra VE 5/xxx Series 2 Vectra VE 5/xxx Series 3 Vectra VE 5/xxx Series 4 Vectra VE C/xxx Series 7 Vectra VE 6/xxx Series 8 Vectra VL 5/xxx Series 4 English v Where to Get the Diagnostics Software Vectra VL 5/xxx Series 5 Vectra VL 6/xxx Series 6 Vectra VL 6/xxx Series 7 Vectra VL 6/xxx Series 8 Vectra VA 6/xxx. Ì Vectra XM 5/xxx Series 4 Vectra XA 5/xxx Vectra XA 6/xxx. Ì Net Vectra 5/xxx PC. Where to Get the Diagnostics Software Always use the latest version of DiagTools. You can download the latest version of the DiagTools utility from the Vectra support web site at: http://www.hp.com/go/vectrasupport or the Kayak support web site at: http://www.hp.com/go/kayaksupport. For more information about the HP web site and HP Customer Care Service and Support, refer to page 38. vi English Contents Who Should Read This Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . What is DiagTools? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iv iv Overview of DiagTools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v Where to Get the Diagnostics Software . . . . . . . . . . . . . . . . . . . . . . . vi 1 Starting DiagTools Installing and Setting Up DiagTools . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Net Vectra PC Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Vectra PC & Kayak PC Workstation Users and Network Administrators. Downloading and Installing the Latest Version . . . . . . . . . . . . . . . . . . . . . Creating the Hardware Diagnostics Diskette(s) . . . . . . . . . . . . . . . . . . . . Updating DiagTools Remotely (For Network Administrators) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 2 3 4 6 Before Running DiagTools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 More Information About The PC's Setup Program . . . . . . . . . . . . . . . . . . 7 Starting DiagTools from a Diskette. . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 If There is a Problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Starting DiagTools from the Hard Disk Drive . . . . . . . . . . . . . . . . . . . 9 If There is a Problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 The Welcome Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 English vii 2 Hardware Detection Overview of Hardware Detection. . . . . . . . . . . . . . . . . . . . . . . . . . . . During Hardware Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Hardware Detection Results. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 12 13 What is Detected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . If a PC Component is Not Detected . . . . . . . . . . . . . . . . . . . . . . . . . . 14 15 3 Basic System Test Overview of the Basic System Test . . . . . . . . . . . . . . . . . . . . . . . . . . How to Run the Basic System Test . . . . . . . . . . . . . . . . . . . . . . . . . . Test Result: PASS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Test Result: FAIL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . What to do if the Basic System Test Fails . . . . . . . . . . . . . . . . . . . . . . . . 18 18 19 20 21 What is Tested . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 4 Advanced System Tests Overview of the Advanced System Tests . . . . . . . . . . . . . . . . . . . . . How to Enter the Advanced System Tests . . . . . . . . . . . . . . . . . . . . Help on Advanced Tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 26 27 viii English How to Run an Advanced System Test. . . . . . . . . . . . . . . . . . . . . . . . 27 Batch Tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 What to do if a Test Fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 What To Do If You Get An Error Code . . . . . . . . . . . . . . . . . . . . . . . . 32 5 The Support Ticket What is the Support Ticket? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Creating a Support Ticket. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Adding Comments to the Support Ticket . . . . . . . . . . . . . . . . . . . . . . 35 6 HP Customer Care Service and Support Your HP Authorized Reseller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Hewlett-Packard Information Services. . . . . . . . . . . . . . . . . . . . . . . . 38 HP World Wide Web Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Hewlett-Packard Telephone Support . . . . . . . . . . . . . . . . . . . . . . . . . 39 Lifeline Telephone Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Error Code Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 0001h ­ 00CCh: 0100h ­ 01A4h: System Error Codes . . . . . . . . . . . . . . . . . . . . . . . . 43 Memory Error Codes. . . . . . . . . . . . . . . . . . . . . . . . 51 English ix 0201h ­ 02FFh: 0301h ­ 03FFh: 0400h ­ 04FFh: 0500h ­ 0590h: 0601h ­ 0617h: 0701h ­ 0708h: 0801h ­ 806h: 0810h: Hard Disk Error Codes . . . . . . . . . . . . . . . . . . . . . Floppy Disk Error Codes . . . . . . . . . . . . . . . . . . . Keyboard Error Codes. . . . . . . . . . . . . . . . . . . . . . SCSI Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . . Serial Port Error Codes . . . . . . . . . . . . . . . . . . . . . Parallel Port Error Codes . . . . . . . . . . . . . . . . . . . Sound Blaster Compatible Error Codes. . . . . . . . . 54 57 61 62 65 67 68 69 69 70 70 72 73 PC Speaker Error Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . Windows Sound System Compatible Error Codes 0801h ­ 806h: 0830h: Joystick Port Test Error Code. . . . . . . . . . . . . . . . . . . . . . . Video Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . CD-ROM Error Codes . . . . . . . . . . . . . . . . . . . . . . IDE Tape Error Codes . . . . . . . . . . . . . . . . . . . . . 0900h ­ 090Fh: 0A00h ­ 0A12h: 0C00h ­ 0C07h: 0E00h ­ 0E5Fh: 0F02h ­ 0F05h: 1000h ­ 100Dh: 1500h ­ 1503h: 9610h ­ 9630h: SMBus (System Management Bus) Error Codes 74 ATAPI Removable Devices Error Codes. . . . . . . Multiple Processor Error Codes . . . . . . . . . . . . . Modem Error Codes . . . . . . . . . . . . . . . . . . . . . . . . Plugged-in Tests Error Codes . . . . . . . . . . . . . . . . 75 76 79 80 x English 1 Starting DiagTools This chapter describes how to set up and start the Vectra and Kayak Hardware Diagnostics. 1 Starting DiagTools Installing and Setting Up DiagTools Installing and Setting Up DiagTools Net Vectra PC Users If you are a Net Vectra PC user, the Hardware Diagnostics should already be installed on your PC and be ready to use. To learn how to run DiagTools on a Net Vectra PC, refer to "Starting DiagTools from the Hard Disk Drive", on page 9. Vectra PC & Kayak PC Workstation Users and Network Administrators For Vectra PC and Kayak PC Workstation users, as well as network administrators, you must do the following before you can use DiagTools: 1 Install the latest version of DiagTools on your PC. 2 Set up DiagTools so that it is ready for use. This means either creating the diskette(s), or updating the Hardware Diagnostics files on your Net Vectra PC. There are two ways to run DiagTools: · From diskettes. The PC boots (or starts) from the first diskette. This is appropriate for all PCs that have a floppy disk drive. This is the most common way of using DiagTools. From the hard disk drive. In this case, you select the Hardware Diagnostics option during startup. The Hardware Diagnostics utility is installed on the hard disk drive. This is only appropriate for Net Vectra PCs. Net Vectra PCs do not usually have a floppy disk drive. · NOTE DiagTools must not be run directly from your operating system. DiagTools will only function under the DOS operating system and once the correct drivers have been loaded. 2 English 1 Starting DiagTools Installing and Setting Up DiagTools Downloading and Installing the Latest Version You can download the latest version of the DiagTools utility from HP's support web site at: http://www.hp.com/go/vectrasupport or the Kayak's support web site at: http://www.hp.com/go/kayaksupport. For more information about the HP web site and HP Customer Care Service and Support, refer to page 38. There are two versions of DiagTools available: · The stand-alone version. Use this version if you do not have TopTools for Desktops Agent installed on your PC. NOTE To know if you have TopTools client software on your PC in Windows 95, Windows 98, or Windows NT 4.0, click Start, point to Programs, and look for HP TopTools for Desktops or HP DMI. · The TopTools version. Use this version if you have TopTools version 2.2 (or later) installed on your PC, or if using the Download function of TopTools for Desktops Device Manager. If you have an older version of TopTools that does not have the Diags or the DiagTools page, or if you are in doubt, use the stand-alone version. There are several files available for downloading under Software & Drivers and Manuals: · · The DiagTools utility. A compressed file (wi ...