www.hp.com/desktops/diagtools hp e-diagtools 3.5x user's guide hp business pcs hp e-pc hp brio hp vectra hp workstations including: hp visualize hp kayak hp notebook pcs hp omnibook hp pavilion 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. Adobe®, Acrobat® and Acrobat® ReaderTM are trademarks of Adobe Systems Incorporated. Microsoft®, MS®, MS-DOS®, Windows®, and Windows NT® are U.S. registered trademarks of Microsoft Corporation. Intel® and Pentium® is a registered trademark of Intel Corporation. HP France Business Desktop Division 38053 Grenoble Cedex 9 France © 1998-2001 Hewlett-Packard Company Version of 07/2001 for e-Diagtools 3.5x HP e-Diagtools 3.5x User's Guide Who Should Read This Book? This manual is for anyone who wants to: Diagnose hardware problems on an HP computer Understand the purpose of e-Diagtools Learn how to use e-Diagtools Know what to do when an e-Diagtools test fails Provide their support provider with more information for solving problems quickly and effectively · Find out where to get more information and support. · · · · · Other e-Diagtools Documentation Apart from this User's Guide, the following documentation is also available: · HTML Quick Tour Provides a useful online introduction and overview of e-Diagtools. It is available on the Diagtools web site www.hp.com/desktops/diagtools. · e-Diagtools Administrator's Guide Explains to IT or MIS personnel how to configure the HP e-Diagtools diagnostic solution to obtain optimal e-support and remote capabilities. It is available on your HP computer's support web site (refer to page 6 for web addresses). Virtual Call Assistant User's Guide Explains how to install, configure and use the Virtual Call Assistant, an e-Diagtools diagnostic aid that is capable of detecting and recognizing audio error signals from remote computers. It is available on your HP computer's support web site (refer to page 6 for web addresses). · · HP Utility Partition Whitepaper Describes the HP Utility Partition, a hard disk partition provided on most HP computers that contains most of the e-Diagtools software. It is available on the Vectra support web site www.hp.com/go/vectrasupport. What is e-Diagtools? The first step in solving a problem with a computer is diagnosis. HP's e-Diagtools helps you diagnose hardware-related problems on a HP computer. It is a series of tools designed to help you to: · Distinguish between software and hardware problems · Diagnose hardware-related problems · Provide precise information to support providers so that they can solve any problem quickly and effectively. e-Diagtools is not a repair tool. 3 Overview of e-Diagtools e-Diagtools has three main components: The e-Diagtools pre-boot diagnostic capability. This generates an audible set of beeps that helps diagnose a problem manually or automatically when the computer cannot boot. You can also present the beep error code to your support provider for remote diagnosis and enhanced problem solving. Available on HP Business PCs and Workstations only. The e-Diagtools core tests, which provide hardware detection, basic and advanced system tests, and a Support Ticket with a complete record of the test results and the computer's configuration. A set of functions to forward the Support Ticket to your authorized support provider via email, and to retrieve and flash the latest BIOS version for your computer. What's New in e-Diagtools Version 3.5x Version 3.5x of e-Diagtools has these new features: · · · · · · · · · · Supports the latest HP computers Incorporates new, more efficient hardware diagnostics tests Has an improved user interface, especially for advanced tests Available in these languages: English, French, German, Italian, Spanish, Portuguese, Simplified Chinese and Japanese Has a context sensitive help system Minimizes the number of reboots (restarts) required For HP Business PCs, provides a new activation from the HP logo screen (using key) Provides step-by-step troubleshooting recommendations if there is a test warning or error Issues a warning message in the basic tests if any main hardware components are missing. Provides more information in the support ticket, such as the history of the computer's configuration from the first time e-Diagtools was run up to the last time e-Diagtools was run. 4 English Media This version of HP e-Diagtools is supplied on the following media: · · The Utility Partition pre-installed on your hard disk -- on most new HP computers. The recovery CD supplied with your computer: · The HP PC Image Engineer - Image Library and Diagnostics CD-ROM for e-pc and Vectra PCs. · The Recovery CD for HP Notebook PCs. · · The HP Diagtools CD-ROM for Linux HP computer models. The generic HP Diagtools CD-ROM -- this CD contains all e-Diagtools versions to cover a wide range of HP e-pc, Vectra, Kayak, Brio, Notebook and Visualize computers. This CD-ROM can be ordered from the Diagtools web site www.hp.com/desktops/diagtools. e-Features The "e-features" of e-Diagtools are network functions that enable you to do remote BIOS updates, and send the Support Ticket by email to your support provider. These e-features can be extended using HP Toptools or HP Instant Support to include remote troubleshooting and diagnosis via your LAN. NOTE Only the HP Utility Partition version of e-Diagtools 3.5x supports the full range of e-features. When you run e-Diagtools 3.5x from a CD-ROM you will not be able to update the BIOS. Compatibility e-Diagtools version 3.5x can run on the latest models of HP computers. Other versions of e-Diagtools are available for older HP Business PCs, Notebook PCs and Workstations. To learn which version of e-Diagtools to use for your HP computer, refer to the HP Support web sites, described on page 6. Upgrading e-Diagtools on your computer's Utility Partition For HP Business PCs You can download the latest version of the HP Utility Partition version of e-Diagtools from the support web site for your HP Business PC (refer to page 6 for web addresses). You can upgrade the HP Utility Partition version of e-Diagtools using e-Diagtools for Windows, described in chapter 8, "e-Diagtools for Windows". For HP Notebook PCs 5 HP Instant Support For selected HP computers, e-Diagtools can also be run as part of the HP Instant Support framework. This e-Diagtools capability is not described in this manual. For more information on HP Instant Support, refer to: www.hp.com/go/instantsupport More Information and HP Support Web Sites For more information about e-Diagtools, refer to the e-Diagtools web site: www.hp.com/desktops/diagtools For more information about support for your HP computer, including e-Diagtools information, refer to the HP Support web sites: HP Support HP Vectra Support HP Brio Support HP Kayak Support HP e-pc Support HP Workstation Support HP Notebook Support www.hp.com/go/support www.hp.com/go/vectrasupport www.hp.com/go/briosupport www.hp.com/go/kayaksupport www.hp.com/go/e-pcsupport www.hp.com/workstations/support www.hp.com/go/support For more information about HP Customer Care Service and Support, refer to chapter 9, "HP Customer Care Service and Support". 6 English Contents 1 Pre-Boot Diagnostics and BIOS Errors Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Pre-Boot Audio Signal and Beeps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . BIOS Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . What to Do if You Get a Pre-boot, BIOS, or e-Diagtools Error . . . . . . . . . . . . . . Calling Your Support Provider . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Troubleshooting the Error Yourself . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 12 13 14 14 14 e-Diagtools Online Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Starting e-Diagtools Before Starting e-Diagtools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Starting e-Diagtools from the Utility Partition on your Hard Disk . . . . . . . . . . . Option 1: Starting e-Diagtools on new HP Business PCs . . . . . . . . . . . . . . . . . . . . . . . Option 2: Starting e-Diagtools on Other HP Computers (Including HP Notebook PCs) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 18 19 19 22 If You Are Unable to Start e-Diagtools From the Hard Disk . . . . . . . . . . . . . . . . Starting e-Diagtools from a CD-ROM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Which CD-ROM to Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How to Start e-Diagtools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 23 23 23 The e-Diagtools Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Update BIOS (when available) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Update BIOS, Clearing its Settings (when available) . . . . . . . . . . . . . . . . . . . . . . . . . . Run e-Diagtools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Support Ticket (when available) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Select Language. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Exit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 25 25 25 26 27 27 27 3 Updating the BIOS and Sending the Support Ticket Overview of e-Diagtools e-Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . HP Business PCs and HP Workstations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . HP Notebook PCs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 30 30 Basic to Intermediate Users: Setting Up the e-Features . . . . . . . . . . . . . . . . . . . 31 7 Contents Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 1: Open the e-Diagtools Networking Parameters Screen. . . . . . . . . . . . . . . . . . . Step 2: Set the BIOS Update Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 3: Set the Parameters for Sending the Support Ticket . . . . . . . . . . . . . . . . . . . . Step 4: Save the Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 32 32 33 33 Advanced Users: Setting Up the e-Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 1: Open the e-Diagtools Networking Parameters Screen. . . . . . . . . . . . . . . . . . . Step 2: Enter the Basic Network Parameters or Set to DHCP. . . . . . . . . . . . . . . . . . . Step 3: Set the BIOS Update Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 4: Set the Parameters for Sending the Support Ticket . . . . . . . . . . . . . . . . . . . . Step 5: Save the Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . HP Toptools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 34 35 35 36 36 36 Information About The LAN Configuration Agent . . . . . . . . . . . . . . . . . . . . . . . . 37 Updating the BIOS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 How To Update the BIOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ...