Compaq D315 - Desktop PC User manual

b
Troubleshooting Guide
Compaq D315
Document Part Number: 292974-002
July 2002
This guide provides helpful hints and solutions for troubleshooting
the above product as well as scenarios for possible hardware and
software problems.
292974-002.book Page i Tuesday, July 9, 2002 5:46 PM

© 2002 Compaq Information Technologies Group, L.P.
Compaq and the Compaq logo are trademarks of Compaq Information
Technologies Group, L.P. in the U.S. and other countries.
Microsoft, Windows, and Windows NT are trademarks of Microsoft
Corporation in the U.S. and other countries.
All other product names mentioned herein may be trademarks of their respective
companies.
Compaq shall not be liable for technical or editorial errors or omissions
contained herein. The information in this document is provided “as is” without
warranty of any kind and is subject to change without notice. The warranties for
Compaq products are set forth in the express limited warranty statements
accompanying such products. Nothing herein should be construed as
constituting an additional warranty.
ÅWARNING: Text set off in this manner indicates that failure to follow
directions could result in bodily harm or loss of life.
ÄCAUTION: Text set off in this manner indicates that failure to follow
directions could result in damage to equipment or loss of information.
Troubleshooting Guide
Second Edition (July 2002)
Document Part Number: 292974-002
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Troubleshooting Guide iii
Contents
Contents
1 Computer Diagnostic Features
Compaq Diagnostics for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–1
Installing Compaq Diagnostics for Windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3
Using Categories in Compaq Diagnostics for Windows . . . . . . . . . . . . . . . . . . . . 1–4
Running Diagnostic Tests in Compaq Diagnostics for Windows . . . . . . . . . . . . . 1–5
Compaq Configuration Record Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–7
Compaq Remote Diagnostics Enabling Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–8
Protecting Your Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–10
Restoring Your Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–10
2 Troubleshooting Without Diagnostics
Helpful Hints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–2
Solving General Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–3
Solving Power Supply Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–6
Solving Diskette Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–8
Solving Hard Drive Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–11
Solving Display Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–14
Solving Audio Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–17
Solving Printer Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–19
Solving Keyboard and Mouse Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–20
Solving Hardware Installation Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–22
Solving Network Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–24
Solving Processor Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–27
Solving Memory Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–27
Solving CD-ROM and DVD Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–29
Solving Software Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–31
Contacting Compaq Customer Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–32
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iv Troubleshooting Guide
Contents
A Post Error Messages
POST Numeric Codes and Text Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–1
POST Diagnostic Keyboard LEDs, Front Panel LEDs and Audible Codes . . . . . . . . A–14
B Password Security and Resetting CMOS
Resetting the Password Jumper. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–2
Clearing and Resetting the CMOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–3
C Drive Protection System (DPS)
Accessing DPS Through Compaq Diagnostics for Windows . . . . . . . . . . . . . . . . . . . . C–2
Accessing DPS Through Computer Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C–3
D Setting up Analog/Digital Audio Output
Microsoft Windows 2000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D–1
Microsoft Windows XP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D–2
Index
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Troubleshooting Guide 1–1
1
Computer Diagnostic Features
Compaq Diagnostics for Windows
The Compaq Diagnostics for Windows (DFW) utility is a component
of Intelligent Manageability that allows you to view information
about the hardware and software configuration of your computer
while running Microsoft Windows 2000 and Microsoft Windows XP.
It also allows you to perform hardware and software tests on the
subsystems of your computer.
When you invoke Diagnostics for Windows, the Overview screen is
displayed, which shows the current configuration of the computer.
From the Overview screen, there is access to several categories of
information about the computer and the Test tab. The information in
every screen of the utility can be saved to a file or printed.
✎To test all subsystems, you must log in as the administrator. If you do
not log in as the administrator, you will be unable to test some
subsystems. The inability to test a subsystem will be indicated by an
error message under the subsystem name in the TEST window or by
shaded check boxes that cannot be selected.
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1–2 Troubleshooting Guide
Computer Diagnostic Features
Menu Bar—File, Categories, Navigation, Level, Tab, Help
At the top of the Compaq Diagnostics for Windows screen is the
Menu Bar consisting of six pull-down menus:
■File—Save As, Print, Printer Setup, Exit
■Categories—See the list of categories in the following section
■Navigation—Previous Category (F5), Next Category (F6)
■Level—Less (F7), More (F8) <information on the screen>
■Tab—Overview, Test, Status, Log, Error
■Help—Contents, How to use Help, About
ToolBar—Icons for Different Categories of Information
Below the Menu Bar is a row of icons for each of the following
categories of information about the computer:
■System—System board, ROM, date, and time information
■Asset Control—Asset tag, system serial number, and processor
information
■Input Devices—Keyboard, mouse, and joystick(s) information
■Communication—Ports in system and information about each
■Storage—Storage drives in system and information about each
■Graphics—Graphics system information
■Memory—System board and Windows memory information
■Multimedia—Optical storage (CD, DVD, and so on) and audio
information
■Windows—Windows information
■Architecture—PCI Device information
■Resources—IRQ, I/O, and Memory Map information
■Health—Status of system temperature and hard drives
■Miscellaneous—CMOS, DMI, BIOS, System, Product Name,
and Serial Number
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Troubleshooting Guide 1–3
Computer Diagnostic Features
Tabs—Overview, Test, Status, Log, Error
Below the ToolBar are five tabs:
■Overview—The Overview window displays general overview
information about the computer. This is the window that is
displayed when you first start the utility. The left side of the
window shows hardware information, and the right side of the
window shows software information.
■Test—The Test window allows you to choose various parts of
the system to test. You can also choose the type of test and
testing mode.
■Status—The Status window displays the status of each test in
progress. You can cancel testing by clicking the Cancel Testing
button.
■Log—The Log window displays a log of tests for each device.
■Error—The Error window displays any errors that occurred
during device testing. The window lists the device being tested,
the type and number of errors, and the error code.
Installing Compaq Diagnostics for Windows
This operation is required only if the diagnostics program software
has been loaded on the hard drive but not installed.
1. Close any Windows applications.
2. Double-click the Compaq Diagnostics for Windows icon,
located on the Windows Desktop.
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1–4 Troubleshooting Guide
Computer Diagnostic Features
3. Click Next to install Compaq Diagnostics for Windows.
4. After the program has finished installing, you may be prompted
to restart the computer, or it may automatically restart. If
prompted, click Finish to restart the computer or Cancel to exit
the program. You must restart the computer to complete the
installation of Compaq Diagnostics for Windows.
✎If you want to upgrade an existing version of Compaq Diagnostics
for Windows installed on your computer, visit
www.compaq.com/support/files and click on the applicable product.
In the next window, find Option 2—Locate by Category. Select
Management Applications and Utilities. Click Locate Software
and download the latest version. Execute the downloaded file and
select Repair to update the installed version. This will cause the new
version to overwrite the old version.
Using Categories in Compaq Diagnostics for Windows
To use the categories do the following:
1. Click Start > Compaq Information Center > Compaq
Diagnostics for Windows. You can also select the Compaq
Diagnostics for Windows icon, located in the Control Panel.
The screen displays the overview of the computer hardware and
software.
2. For specific hardware and software information, select a category
from the Categories pull-down menu or the appropriate icon on
the toolbar.
✎As you move your cursor over the toolbar icons, the corresponding
category name displays near the cursor.
3. To display more detailed information in a selected category, click
More in the Information Level box in the lower left corner of the
window or click Level at the top of the screen and select More.
4. Review, print, and/or save this information as needed.
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Troubleshooting Guide 1–5
Computer Diagnostic Features
✎To print the information, click File, then select Print. Select one of
the following options: Detailed Report (All Categories), Summary
Report (All Categories), or Current Category. Click OK to print
the report you selected.
✎To save the information, click File, then select Save As. Select one of
the following options: Detailed Report (All Categories), Summary
Report (All Categories), or Current Category. Click OK to save
the report you selected.
5. To exit Compaq Diagnostics for Windows, click File, and then
click Exit.
Running Diagnostic Tests in Compaq Diagnostics for
Windows
To run diagnostic tests:
1. Click Start > Compaq Information Center > Compaq
Diagnostics for Windows. You can also select the Compaq
Diagnostics for Windows icon, located in the Control Panel.
The screen displays the overview of the computer hardware and
software. Five tabs are displayed below the row of icons:
Overview, Test, Status, Log, and Error.
2. Click the Test tab, or click Tab at the top of the screen and
select Test.
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1–6 Troubleshooting Guide
Computer Diagnostic Features
3. Select one of the following options:
❏Quick Test—Runs a quick, general test on each device.
Requires no user intervention if Unattended Mode is selected.
❏Complete Test—Runs maximum testing of each device. The
user can select Interactive Mode or Unattended Mode.
❏Custom Test—Runs only the tests you select. To select
specific devices or tests, find the device in the list, then select
the check box beside each test. When selected, a red check
mark is displayed in the box. Some tests selected may require
user intervention.
✎To test all subsystems, you must log in as the administrator. If you do
not log in as the administrator, you will be unable to test some
subsystems. The inability to test a subsystem will be indicated by an
error message under the subsystem name in the Test window or by
shaded boxes that cannot be checked.
4. Select Interactive Mode or Unattended Mode. In Interactive
Mode, the diagnostic software will prompt you for input during
tests that require it. Some tests require interaction and will
display errors or halt testing if selected in conjunction with
Unattended Mode.
5. Click the Begin Testing button at bottom of window. Test Status
is displayed, showing the progress and result of each test. For
more details on the tests run, click the Log tab or click Tab at the
top of the screen and select Log.
6. If errors are found, click the Error tab to display more detailed
information and recommended actions. By following the
recommended actions, you may be able to solve some problems
yourself.
7. Click Print or save the error information in case you need to
contact your Compaq authorized dealer, reseller, or service
provider for assistance.
8. To exit Compaq Diagnostics for Windows, click File, then
click Exit.
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Troubleshooting Guide 1–7
Computer Diagnostic Features
Compaq Configuration Record Utility
Compaq Configuration Record Utility is a windows-based
information-gathering tool similar to other Compaq management
tools. It gathers critical hardware and software information from
various computer subsystems to give a complete view of your
desktop. Configuration Record Utility provides a means for
automatically identifying and comparing configuration changes, and
has the ability to maintain a configuration history. The information
can be saved as a history of multiple sessions.
This utility was developed to allow resolution of problems without
taking the desktop offline and to assist in maximizing the desktop’s
availability. The information obtained by the utility is useful in
troubleshooting system problems, and streamlines the service process
by enabling quick and easy identification of system configurations,
which is the first step in resolving service cases.
The Compaq Configuration Record Utility gathers information
automatically on the hardware and operating system software to
deliver a comprehensive view of the system. It gathers information
on such items as the ROM, asset tag, processor, physical drives,
PCI devices, memory, graphics, operating system version number,
operating system parameters, and the operating system startup files
and displays it. If the original Base.log file is present in the cpqdiags
directory, the Base.log file is displayed next to the Now.log file in a
split window with the differences between the two highlighted in the
color red.
To run this program:
1. Click Start > Compaq Information Center > Compaq
Configuration Record. You can also select the Compaq
Configuration Record icon, located in the Control Panel.
✎The Compaq Configuration Record Utility has two view options:
Show Changed Items Only and Show All. The default view is Show
Changed Items Only, therefore all the text is displayed in the color
red since it shows only the differences. Switching to Show All
displays the complete, comprehensive view of the system.
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1–8 Troubleshooting Guide
Computer Diagnostic Features
✎The Compaq Configuration Record Utility is part of Compaq
Diagnostics for Windows. Whenever you upgrade Compaq
Diagnostics for Windows, the Compaq Configuration Record Utility
is also upgraded.
2. The default view is Show Changed Items Only. To view all the
information gathered by Compaq Configuration Record, click
View at the top of the window and select Show All, or click the
Show All Items icon.
3. To save the information in the left or right window, select File >
Save Window File and then select Left Window File or Right
Window File.
✎Saving the configuration of the computer periodically allows the user
to keep a history of the configuration. This history may be useful to
your service provider if the system ever encounters a problem that
needs debugging.
4. To exit Compaq Configuration Record, click File, then click Exit.
Compaq Remote Diagnostics Enabling Agent
This utility was developed to allow faster resolution of problems
without having to visit a site and take the computer offline and to
assist in maximizing computer availability. The information obtained
by the utility is useful in troubleshooting computer problems, and
streamlines the service process by enabling quick and easy
identification of computer problems.
✎The Compaq Remote Diagnostics Enabling Agent only works if
Diagnostics for Windows is also installed.
The Compaq Remote Diagnostics Enabling Agent provides a Web
browser interface to Compaq Diagnostics for Windows. This enables
remote control of the diagnostics and facilitates easy transfer of
computer information from remote machines to a service provider.
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Troubleshooting Guide 1–9
Computer Diagnostic Features
The Compaq Remote Diagnostics Enabling Agent captures hardware
configuration and provides the ability to perform tests remotely to
diagnose computer problems. In addition, the Compaq Remote
Diagnostics Enabling Agent identifies any computer hardware device
problems signaled by the Compaq DMI management agents. These
hardware devices are automatically selected for testing by the
Compaq Remote Diagnostics Enabling Agent.
Use of Compaq Remote Diagnostics Enabling Agent reduces the time
and effort needed to perform hardware diagnostic tasks. By allowing
the service personnel direct access to computer hardware diagnostic
tools, the Compaq Remote Diagnostics Enabling Agent delivers a
view of the computer hardware devices and the tests available to
isolate hardware problems with the ease and simplicity of a single
tool. This approach minimizes problem resolution time, and also
minimizes administration resources because less time is spent visiting
a site or communicating with a user over the phone to resolve
computer hardware problems when they do occur.
✎The Compaq Remote Diagnostics Enabling Agent was designed
to work in the Compaq Insight Manager LC environment. It is
pre-loaded on most commercial desktops and is available through a
SoftPaq at www.compaq.com under Management Applications and
Utilities. For more information about Compaq Insight Manager LC,
see the Desktop Management Guide.
To start this utility:
1. Select the Compaq Remote Diagnostics icon located in the
Control Panel.
✎The Compaq Remote Diagnostics Enabling Agent allows you to run
Diagnostic Test or the Configuration Record Utility in a browser
window. Both of these utilities can be run remotely or locally.
2. To exit Compaq Remote Diagnostics, click File and then click
Close.
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1–10 Troubleshooting Guide
Computer Diagnostic Features
Protecting Your Software
To protect software from loss or damage, you should keep a backup
copy of all system software, applications, and related files stored on
the hard drive. See the operating system or backup utility
documentation for instructions on making backup copies of data files.
Restoring Your Software
The operating system and software can be restored to its original state
as when you purchased the computer by using your Compaq Restore
Kit. See your Compaq Restore Kit for complete instructions on using
this feature.
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Troubleshooting Guide 2–1
2
Troubleshooting Without Diagnostics
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 x Days mode, using Computer Setup.
✎For more information on Computer Setup, see the Computer Setup
(F10) Utility Guide.
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2–2 Troubleshooting Guide
Troubleshooting Without Diagnostics
Helpful Hints
If you encounter some minor problems with your computer, monitor,
or software, see the following list of general suggestions before taking
further action:
■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 non–plug and play
expansion board 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 driver for that
model printer.
■Remove all diskettes from your system before turning it on.
■If you have installed an operating system other than the
factory-installed operating system, check to be sure that it is
supported on your system.
■If your system has an AGP card installed (on select models only),
the monitor must be plugged into the monitor connector on the
AGP card. The other monitor connector is disabled and if the
monitor is connected into this port, the monitor will not function.
ÄCAUTION: When the computer is plugged into an AC power source,
there is always voltage applied to the system board. You must
disconnect the power cord from the power source before opening the
computer to prevent system board or component damage.
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Troubleshooting Guide 2–3
Troubleshooting Without Diagnostics
Solving General Problems
You may be able to easily resolve the general problems described in
this section. If a problem persists and you are unable to resolve it
yourself or if you feel uncomfortable about performing the operation,
contact your Compaq authorized dealer or reseller.
Solving General Problems
Problem Cause Solution
Computer will not
turn on.
Computer is not
connected to an external
power source.
Connect to an external power
source.
Cables to the external
power source are
unplugged.
Ensure that cables connecting the
computer to the external power
source are plugged in properly and
the wall outlet is active.
A defective PCI card has
been installed.
Remove any expansion board that
was just installed.
Drive power, data, or
power supply cables
may not be properly
connected.
Reseat drive power, data, and power
supply cables.
Power line selector
switch on rear of
computer chassis not
switched to correct line
voltage (115V or 230V)
(some models).
Select the proper AC voltage using
the slide switch.
Computer will not
respond to keyboard or
mouse.
Computer is in Stand By
mode.
Press the power button to resume
from Stand By mode.
ÄCAUTION: When attempting to resume from Stand By mode, do not hold down the
power button for more than four seconds. Otherwise, Stand By mode is lost, and you
will lose your data.
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2–4 Troubleshooting Guide
Troubleshooting Without Diagnostics
Computer date and
time display is
incorrect.
RTC (real-time clock)
battery may need to be
replaced. Battery life is
approximately 3–5 years.
First, reset the date and time under
Control Panel (Computer Setup
can also be used to update the
RTC date and time). If the problem
persists, replace the RTC battery.
See the Hardware Reference Guide
for instructions on installing a new
battery, or contact your Compaq
authorized dealer or reseller for RTC
battery replacement.
Computer powered off
automatically and the
Power LED is:
1. Flashing Red or
Yellow four times
per second, OR
2. Flashing Red or
Yellow two times
one second apart,
followed by a two
second pause, OR
3. Not flashing.
The unit temperature was
exceeded. A fan may be
blocked or not turning.
OR the heatsink is not
properly attached to the
processor.
1. Unit is in an exceedingly hot
environment. Let it cool down.
2. Ensure computer air vents are
not blocked and internal fans are
running (such as the power
supply fan, chassis fan, and/or
the processor fan).
3. Ensure heatsink is properly
seated.
4. Contact Compaq authorized
reseller or service provider.
The unit temperature was
exceeded because the
computer was functioning
with the cover or access
panel removed.
Replace cover or access panel, and
let the computer cool down before
attempting to turn on power to the
computer.
Processor or system fan
has failed.
Contact a Compaq authorized
service provider to replace the
processor or system fan.
Computer appears to
pause periodically.
Network driver is loaded
and no network
connection is
established.
Establish a network connection, or
use Computer Setup or Microsoft
Windows Device Manager to disable
the network controller.
Solving General Problems (Continued)
Problem Cause Solution
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Troubleshooting Guide 2–5
Troubleshooting Without Diagnostics
Poor performance is
experienced.
Processor is hot. 1. Make sure the airflow to the
computer is not blocked.
2. Make sure the fans are
connected and working properly
(some fans only operate when
needed).
3. Make sure the processor
heatsink is installed properly.
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.
Solving General Problems (Continued)
Problem Cause Solution
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2–6 Troubleshooting Guide
Troubleshooting Without Diagnostics
Solving Power Supply Problems
Solving Power Supply Problems
Problem Cause Solution
Computer will not turn on
(Power LED on front of
computer not on).
Computer is not
connected to an
external power source.
Connect to an external power
source.
Cables to the external
power source are
unplugged.
Ensure that cables connecting the
computer to the external power
source are plugged in properly
and the wall outlet is active.
Power switch not
connected to the
system board
(supported on select
models only).
Plug the power switch cable into
the system board.
Power line selector
switch on rear of
computer chassis not
switched to correct line
voltage (115V or 230V)
(some models).
Select the proper AC voltage using
the slide switch.
Wall outlet is defective. Test the outlet by connecting a
different electrical device to the
outlet.
Power LED flashes Red or
Yellow every 2 seconds on
most models.
Power supply
overloaded or short
was detected.
Unplug computer from AC power.
Unplug internal power cables from
all devices and unplug all PCI
cards. Reconnect devices one at
a time and turn power on to identify
the cause.
Diskette drive power
cable not properly
connected.
When installing power cable to
diskette drive, ensure that all 4 pins
on the drive are connected to the
power cable connector.
292974-002.book Page 6 Tuesday, July 9, 2002 5:46 PM