Warranty and Support Guide HP Digital Entertainment Center Before contacting HP Total Care, it's important to have the following information handy. Please take a moment to write down your product information for future reference. Product Name: ______________________________________________________ Model Number: _____________________________________________________ System or Product Number: ____________________________________________________ Serial Number: ______________________________________________________ Purchase Date: ______________________________________________________ Don't Forget to Register! Click "Register with HP" on your desktop or go to: www.register.hp.com NOTE: You can view your product number, model number, and serial number by pressing the Ctrl, Alt, and S keys on the keyboard at the same time. Registration is quick, easy, and offers: · · E-mail updates containing notifications about product enhancements, the most recent support alerts, and driver updates specific to the product(s) you own. The HP newsgram, our monthly online magazine packed full of product news, support tips, project ideas, and much more. Visit us at: www.subscription.support.hp.com Where to Get Help HP offers a wide variety of service and support options, which are available around the clock for HP customers with products that are either in or out of warranty. Options to use when you need help: 1 Check the Start Here Booklet and product documentation for help with setting up and using your product. 2 Use the support tools right on your product. Help and Support Center for help with hardware and software questions. Using the trackball, click Start on the Windows desktop, and then click Help and Support. 3 HP Customer Care Web support. For product information, driver updates, troubleshooting, support alerts, and important security information, go to: www.hp.com/support 4 If you have not solved the problem, call HP Total Care by phone 24 hours a day, seven days a week in English, Spanish (U.S. only) and French (Canada only) at 1-(800)-474-6836 (1-800 HP invent) (U.S. & Canada) Or 1-(905)-206-4663 (local to Mississauga) When you call, please have your product model number, serial number, and date of purchase available. Telephone support is free during your limited warranty period. Software Support America Online U.S.: 1-888-346-3704 -- Canada: 1-888-265-4357 http://www.aol.com Apple iTunes -- http://www.apple.com AT&T WorldNet 1-800-400-1447 -- http://www.att.net CompuServe 2000 1-800-944-9871 -- http://www.compuserve.com EarthLink Dial-up customer service: 1-800-890-6356 Dial-up technical support: 1-800-890-5128 DSL customer service and technical support: 1-888-829-8466 http://www.earthlink.net InterVideo 510-651-0888 -- http://www.intervideo.com/home Microsoft Network 1-800-386-5550 -- http://www.support.msn.com Symantec -- Norton AV & Personal Firewall http://symantec.com Prodigy Internet Services 1-800-213-0992 -- http://www.prodigy.com Quicken Basic (Intuit) 1-900-555-4688 -- http://www.intuit.com Veritas (only CD-RW and DVD+RW/+R models) http://www.veritas.com Yahoo! -- User Support http://www.yahoo.com 3 Recovering From Software Problems The HP Digital Entertainment Center (HP DEC) uses the operating system and installed software programs during normal operation. If your HP DEC works improperly or stops because of the software, you may be able to repair it. For some software repairs, use the HP Application Recovery program or the HP PC System Recovery program. These programs use the recovery DVD disc included in the accessory box. There are several methods to fix your HP DEC. Try these methods in the order listed here, or refer to the table that follows the list: · · · · Restart When you restart the HP DEC, the computer starts over using the operating system and software in its memory. This is the simplest repair for your computer; just click Start, choose Turn Off Computer, and then click Restart. Turn Off Computer When you turn off the HP DEC and then turn it on again, you force the computer to copy the operating system into its memory and to clear some tracking information. This may eliminate some problems that can remain after performing a Restart. To turn off the computer just click Start, choose Turn Off Computer, and then click Turn Off. Driver Rollback This Microsoft Windows XP feature is part of the Windows Installer program used with the Add or Remove Programs utility in the Control Panel. It can revert to the previous version of a driver program if an installation fails when you are installing a new version of the driver program. For more information, type Rollback into the Search box in Help and Support. · · System Restore This Microsoft Windows XP feature allows you to bring your HP DEC configuration back to a previous time when a current software problem may have not existed. The feature does this by creating a "restore point" where it records the computer settings at that time and date. The installation of some software automatically sets a restore point for you, but it is recommended to manually set restore points, especially before installing or downloading additional software. When using Add Programs from the Add or Remove Programs feature under the computer Control Panel, the operating system automatically creates a restore point before it adds the software. If you experience a problem that you think may be due to software on your computer, use System Restore to return the PC to a previous restore point. For more information, type System Restore into the Search box in Help and Support. Application and Driver Recovery If the problem with the HP DEC seems to be with only one program or one driver, it may be that the application program or the driver program is damaged. You can reinstall individual factory-installed application programs and driver programs by using the HP Application Recovery program (select models only); see "Application Recovery" on page 5. System Recovery Use the HP PC System Recovery program as a last resort to reinstall the software. First perform System Recovery using the recovery discs and choose Standard Recovery. Finally, if necessary, perform System Recovery using the recovery discs and choose full System Recovery. Refer to "System Recovery Using Recovery Discs" on page 6. Before using the HP PC System Recovery program or the HP Application Recovery program, use System Restore. When your HP DEC stops working correctly, the Restart, Turn Off Computer, and Driver Rollback methods (described above) may resolve the problem. After you have tried these three methods, if needed, try the remaining actions, using the table that follows as a quick reference. 4 For the specific computer problem, try the method listed as #1, and then #2. Microsoft System Restore 1 1 1 2 1 2 1 Application Recovery program System Recovery from the recovery DVDs Problem/Status You installed a new application or device driver An application does not work A device driver does not work Computer stops responding or does not work You replaced the hard disk drive The recovery discs can be used only with the specified model. The discs are licensed for use only with your HP DEC. The recovery DVDs can install the operating system and software on your computer if the software becomes corrupted or is accidentally erased. System Restore WARNING: Try System Restore before using the HP PC System Recovery program. NOTE: Use the Application Recovery program to reinstall factory-installed applications and drivers. For other software programs, reinstall these programs directly from their original CDs or DVDs. If software on your hard drive accidentally gets erased or damaged, first use the Microsoft System Restore feature in Windows XP to restore the computer system and program settings. System Restore returns the computer settings to a selected restore point without affecting user programs or document files. For more information, type System Restore into the Search box in Help and Support. To Start Application Recovery: 1 2 3 4 5 6 7 8 9 10 11 Close all applications and folders. Uninstall the existing (damaged) application. Click Start on the taskbar. Choose All Programs. Choose HP Digital Entertainment Center Help & Tools. Click HP Application Recovery, and then click Yes. Insert the recovery disc #1 into a DVD drive. Click Application Installation or Driver Installation, and then click Next. Select the driver or application program to install, and then click Install. Follow the onscreen instructions. Repeat steps 7 through 9 to install other drivers or applications. When you have finished recovering applications or drivers, close the Application Recovery program. Then click Start, click Turn Off Computer, and click Restart to restart the PC. WARNING: Do not skip this last step! You must restart the HP DEC when you are finished recovering applications or drivers. To Start System Restore: 1 Close all open programs. 2 Click the Start button. 3 Choose All Programs. 4 Choose Accessories. 5 Choose System Tools. 6 Click System Restore. Follow the onscreen instructions. Application Recovery NOTE: Not all models include the Application Recovery program. Perform steps 3 through 5 of the following procedure. If HP Application Recovery appears in the folder, your model includes the program. If an individual factory-installed application or driver accidentally gets erased or damaged, you can reinstall the software using the HP Application Recovery program (select models). 5 System Recovery When you've tried other methods of repairing your system software (like System Restore or Application Recovery), you may want to use the HP PC System Recovery program as a last resort to reinstall the software. When necessary, you can reinstall the operating system and the application software that was originally installed on the HP DEC at the factory by using the System Recovery program. WARNING: The HP PC System Recovery program will delete any data or programs that you installed after purchase. Be sure to back up any data that you want to keep onto a removable disc. To Run System Recovery Program Using Recovery Discs: 1 If the HP DEC works, back up all data files that you want to save onto removable media, such as a DVD. Remove the backup DVD you've made. 2 Press the Eject button on the disc drive, and wait for the tray to open. Insert Recovery DVD disc #1 and close the tray. 3 Turn off the HP DEC: · Or If the computer works: Click Start on the taskbar, click Turn Off Computer, and then click Turn Off. Press and hold the On button approximately 5 seconds until the computer turns off. · In the unlikely event that you replace the hard disk drive, use recovery discs to reinstall the operating system and software on the hard disk drive. System Recovery Using Recovery Discs The recovery discs provide two recovery options: 4 Disconnect all peripheral devices from the computer except the monitor and the keyboard. 5 Press the On button to turn on the computer. 6 The computer starts the recovery; wait for the onscreen instructions to display, and then follow those instructions: · · · Standard Recovery: This option recovers factoryshipped programs, drivers, and the operating system without affecting any data files that you may have created since purchase. Some data files may be difficult to find after the System Recovery, so it is best to back up all hard disk drive files before performing a System Recovery. However, you must reinstall any software that was not installed on the HP DEC at the factory. This includes software that came on CDs included in the accessory box, and software programs you installed since your purchase. Full System Recovery: This recovery function completely erases and reformats the hard disk drive. The program performs a full System Recovery to reinstall the operating system, programs, and drivers from the recovery discs. However, you must reinstall any software that was not installed on the HP DEC at the factory. This includes software that came on CDs included in the accessory box, and software programs you installed since your purchase. For standard recovery, press R. Choose Next to proceed with the System Recovery. Choose Yes to start the recovery. Insert the remaining recovery discs when directed. For full System Recovery, press F. Choose Yes to perform a full System Recovery. Insert the remaining discs when directed. If your computer hard disk drive is blank or corrupted, press R to perform a full System Recovery. Insert the remaining recovery discs when directed. Or · Or · NOTE: If your HP DEC has a blank or corrupted hard disk drive, you will see only the full System Recovery option. 7 When the recovery program finishes, the drive tray ejects. Remove the disc. 8 Click Restart to restart the computer. 9 After the computer restarts, a series of startup screens appears. To proceed with the initial Micros ...