Compaq Deskpro EC User manual

Notice
The information in this publication is subject to change without notice.
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This publication contains information protected by copyright. No part of this
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© 1999 Compaq Computer Corporation. All rights reserved.
Printed in the USA.
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.
Compaq and Deskpro are registered in the United States 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.
Intel and Pentium are registered trademarks of Intel Corporation. Celeron
and MMX are trademarks of Intel Corporation.
Product names mentioned herein may be trademarks and/or registered
trademarks of their respective companies.
Compaq Deskpro EC Series of Personal Computers
User’s Guide
First Edition (September 1999)
Part Number 157743-001

User’s Guide iii
Contents
chapter 1
Introduction to the User’s Guide
Symbols and Conventions.......................................................................................................................1–3
Environmental Commitment...................................................................................................................1–3
chapter 2
Solving Common Computer Problems
Organization............................................................................................................................................2–1
Helpful Hints...........................................................................................................................................2–2
Basic Problems........................................................................................................................................2–3
Audio Problems ......................................................................................................................................2–4
CD-ROM Drive/Compact Disk Problems ..............................................................................................2–7
Computer (F2) Setup Problems ..............................................................................................................2–8
Diskette Drive Problems .........................................................................................................................2–9
DVD-ROM Problems ...........................................................................................................................2–10
Hard Drive Problems ............................................................................................................................2–11
Hardware Installation Problems............................................................................................................2–12
Internet Problems ..................................................................................................................................2–13
Keyboard Problems...............................................................................................................................2–14
Memory Problems.................................................................................................................................2–15
Microsoft Software Problems ...............................................................................................................2–16
Modem/Fax Problems...........................................................................................................................2–17
Network Problems ................................................................................................................................2–22
Pointing Device Problems.....................................................................................................................2–24
Printer Problems....................................................................................................................................2–25
Product Key Problems ..........................................................................................................................2–26
Screen and Display Problems ...............................................................................................................2–27
Software Problems ................................................................................................................................2–29
USB Problems.......................................................................................................................................2–30
chapter 3
Compaq QuickRestore
System Restore........................................................................................................................................3–1
Selective Restore ....................................................................................................................................3–2
Reinstalling Drivers ................................................................................................................................3–3
chapter 4
Upgrading Your Computer
Opening Your Computer.........................................................................................................................4–2
Removing the Computer Access Panel .............................................................................................4–3
Removing the Front Bezel ................................................................................................................4–4

iv User’s Guide
Removing Bezel Blanks ....................................................................................................................4–5
Removing an Expansion Slot Cover .................................................................................................4–6
Installing an Expansion Board ................................................................................................................4–7
Removing an Expansion Board ..............................................................................................................4–8
Installing Additional Memory.................................................................................................................4–9
Installing Additional Drives..................................................................................................................4–11
Using the Cable-Select Feature with Ultra ATA Devices ..............................................................4–11
Installing a Drive into the Drive Bay ..............................................................................................4–12
Removing a Drive from the Drive Bay ...........................................................................................4–14
Replacing the Battery............................................................................................................................4–15
Reassembling the Computer .................................................................................................................4–17
When to Reconfigure the Computer .....................................................................................................4–18
chapter 5
Computer Setup ..................................................................................................................................................5–1
chapter 6
Getting Help
Compaq Web Site ...................................................................................................................................6–1
Telephone Numbers ................................................................................................................................6–1
CarePAQ .................................................................................................................................................6–1
appendix A
Agency Regulatory Notices ...............................................................................................................................A–1
appendix B
Power Cord Set Requirements.......................................................................................................................... B–1
appendix C
Electrostatic Discharge ..................................................................................................................................... C–1
Index .................................................................................................................................................................... I–1

User’s Guide 1–1
1
Introduction to the User’s Guide
The User’s Guide includes general information about your computer,
troubleshooting, upgrades, diagnostics information, and technical
specifications.
Your Compaq computer comes with Windows 98 already installed on
the hard drive. After you set up your computer according to the Setup
Poster, refer to “Setting up Your Software”in the Getting Started
Guide for a screen-by screen description of software setup on your
Compaq computer. If you are already familiar with the setup process,
you should still refer to the hints in this section prior to beginning the
process.
You will need the following information during the setup process:
■Regional settings (the language you want to use during the setup
process). Your software language is determined by the product
that you ordered.
■Information about your name and company
■Product Key number from the Certificate of Authenticity
✎You will find the Product Key printed in a bar code on your
Certificate of Authenticity, which appears on the front of the
Windows 98 booklet that came with your computer.
■Your time zone, the date, and the time
chapter

1–2User’s Guide
Throughout the setup process, follow these hints:
■Always use the left mouse button during the selection process.
■Do NOT install a printer, printer drivers, or any other type of
drivers until AFTER the initial setup process is complete.
Attempts to do so will disrupt the setup process.
■If you get a Printer Install screen, select Cancel.
■Prior to or during the setup process, do not attempt to install
additional software or to attach any external devices or drives
(such as printers and ZIP drives, or printer drivers on CD).
■Once the setup process begins, do not interrupt the process, turn
the power off, or bump or unplug the power cord. If the process is
abruptly stopped or interrupted, you may have to install the
system using the Quick Restore CD, which will take longer.
■If the screen goes blank or nothing appears to be happening, look
at the drive activity light or the screen for an hourglass. If lights
are blinking or you see an hourglass, the setup process is
continuing. If the computer locks up for more than one hour and
will not continue the setup process, restart the computer to
continue setup. Turn the computer off by pressing the Power
button. Do not use Ctrl+Alt+Del to turn off your computer.
If you have other questions related to your Windows 98 software,
refer to your software documentation.
CAUTION: Installing a printer may disrupt the setup process. Aviod
printer installation until after the initial setup process is complete.

User’s Guide 1–3
Symbols and
Conventions
The following format conventions distinguish elements of the text
throughout this guide:
■When keys must be pressed at the same time, the action is
represented by the key names and the plus (+) symbol.
■An arrow (→) indicates a sequence of actions. You will follow the
sequence through a series of menus or screens. During the
sequence, you may need to click or double-click on an item to
proceed.
■When you need to make a selection with a mouse, you are
directed to “select”or “click”the information.
The following words and symbols mark special messages throughout
this guide:
✎Text set off in this manner presents clarifying information, specific
instructions, commentary, sidelights, or other points of information.
Environmental
Commitment
Compaq is committed to making environmentally friendly products.
Your computer was produced in a chlorofluorocarbons (CFC)-free
factory. All plastics used in the product are stamped with material
composition to make recycling more efficient. Reduce, reuse, and
recycle are words to live by at Compaq.
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.
!

1–4User’s Guide

User’s Guide 2–1
2
Solving Common Computer
Problems
If you have a problem with your computer, look to the problems and
possible solutions in this section to save time and money. If the
problem appears to be related to a software application, also check the
documentation provided with the software. If the problem persists,
contact your Compaq authorized service provider or the Customer
Support Center. You can also visit the Troubleshooting section of the
Compaq website at http://www.compaq.com.
Or, troubleshoot using Computer Diagnostics or Compaq Diagnostics
for Windows. See the “Running Diagnostic Tests”chapter for more
information.
Organization After the “Helpful Hints”and “Basic Problems”sections, this chapter
is organized alphabetically according to the following topic headings:
■Audio Problems
■CD-ROM Drive/Compact Disk Problems
■Computer (F2) Setup Problems
■Diskette Drive Problems
■DVD-ROM Problems
■Hard Drive Problems
■Hardware Installation Problems
■Internet Problems
■Memory Problems
chapter

2–2User’s Guide
■Microsoft Software Problems
■Modem/Fax Problems
■Network Problems
■Pointing Device Problems
■Printer Problems
■Product Key Problems
■Screen and Display Problems
■Software Problems
■USB Problems
Helpful Hints Before looking at specific troubleshooting sections, go through the
following checklist to see if you can find a solution:
■Is your computer connected to a working electrical outlet?
■Is your computer turned on and is the power light on?
■Are all cables connected and secured properly?
■Is your monitor on and are the brightness and contrast controls set
appropriately?
■Is your keyboard working? Press and hold any key. If the system
beeps, then your keyboard should be operating correctly.
■Did the diskette drive contain a nonbootable disk when you
turned your computer on?
■Have you installed all the necessary drivers? For example, if you
are using a printer, you may need to install a printer device driver.
■Did you exit properly from Windows before shutting off your
computer? Failure to do so can result in file corruption.

User’s Guide 2–3
■Have you scanned your computer for viruses?
■Have you reconfigured your computer after installing a non Plug
and Play expansion board or other option, such as a diskette
drive? See “Hardware Installation Problems”in this chapter for
further instructions.
Basic Problems
Basic Problems
Problem Possible Cause Solution
Computer won’t turn on The computer is not connected
to an external power source.
Connect the computer to an external
power source.
The cables to the external power
source are unplugged.
Ensure that the cables connecting the
computer and the external source are
plugged in properly.
A defective PCI or ISA card has
been installed.
Remove any adapter card that was
just installed.
Computer display date and time
is incorrect
The real-time clock (RTC) battery
needs to be replaced. Battery life
is approximately 5 years.
First reset the date and time under
the Control Panel. If the problem
persists, replace the RTC battery.
Refer to the “Upgrading Your
Computer” chapter for instructions on
installing a new battery, or contact
your Compaq authorized dealer or
reseller for RTC battery replacement.
Computer pauses periodically The network driver is loaded and
no network connection is
established.
Establish a network connection, or
use a Computer Setup or Windows
Device Manager to disable the
network controller.

2–4User’s Guide
Audio Problems
Audio Problems
Problem Possible Cause Solution
No sound Audio drivers are not installed. Remove the audio device in the
Device Manager and restart the
computer. Refer to the audio driver
documentation for instructions on
installing audio drivers for third party
drivers. For Compaq drivers, refer to
the Selective Restore procedure in
the “Compaq QuickRestore”chapter.
Cannot record any sound. The
microphone does not work
The microphone has no volume
because the Mute Volume option
is enabled under the Microsoft
Volume Control applet.
Launch the Volume Control applet.
Select Options→Properties. Under
Show the Following Volume Controls,
select Microphone→OK. Under the
Microphone control, disable the Mute
option by clicking on Mute so that the
box beside it is no longer checked.
No volume and no sound can be
heard. You have verified that your
speaker connections and audio
drivers are installed correctly
Either the Mute All or the Mute
Volume option is enabled under
the Microsoft Volume Control
applet.
Launch the Volume Control applet.
Under each of the controls look at the
Mute option. If Mute All or Mute is
enabled (i.e. checked) for any control,
disable it by clicking on Mute.
No sound in Windows 98 There is a conflict with the audio
card.
Remove existing audio drivers and
restart the computer.
No sound from DOS applications DOS has different drivers than
those included with your
computer. DOS mode drivers are
not installed or are not working
correctly.
From the original audio driver
diskette, verify that DOS mode drivers
are installed in CONFIG.SYS.

User’s Guide 2–5
Speakers do not produce any
sound
The volume controls on your
computer have been set too low.
Adjust the volume of the stereo
speakers using the volume controls.
Access the volume control.
Click Start→Programs→
Accessories→Multimedia→Volume
Control.
Adjust the volume using the Volume
Control icon on the taskbar.
The audio line is in the wrong
jack.
Check line input connection. Ensure
that the audio line is in the correct
jack.
Headphones are connected to
the stereo headphone jack.
Disconnect the headphones.
Speakers are connected
incorrectly or are not plugged in.
Reconnect speakers to the line-out
jack.
External microphone does not
work
The microphone is not
compatible with your computer.
Check to see that you are using a
monophonic electric condenser
microphone with a 3.5 mm plug.
The microphone is not connected
properly.
Ensure that the microphone plug is
connected to the microphone line-in
jack properly. The microphone jack
includes a picture of a microphone.
A sound source is not selected. Ensure that the microphone is
selected as the recording source in
Control Panel→Multimedia and that
the recording level is adjusted.
No sound is coming from a
program that should have sound
The audio settings are not
correct.
Check the game program’s audio
settings.
The volume on your computer is
turned down.
Adjust the speaker volume control on
your computer.
The headphones are connected. Use or disconnect the headphones.
Audio Problems (Continued)
Problem Possible Cause Solution

2–6User’s Guide
No sound is coming from the
headphones
The volume or mixing controls
are set incorrectly.
Use the volume control and mixing
features available in Control
Panel→Multimedia.
A sound source is not selected. Verify that the sound source is
selected in Control Panel→
Multimedia.
The headphones are connected
to the wrong jack.
Check your connection with the
components listed in “Introducing
Your Computer”in the Getting
Started Guide. Reconnect to the
correct port.
Volume is too low or too loud Volume and/or mixing controls
are set incorrectly.
Check the volume and mixing
controls in Control Panel→
Multimedia.
CD is not working during audio
setup
Improper speaker connection. Reconnect speakers. If this does not
solve the problem, remove and
reinstall the audio drivers.
Need sound drivers for Windows
NT
Unit not shipped with Windows
NT.
Obtain drivers from the Compaq Web
site at www.compaq.com.
Audio Problems (Continued)
Problem Possible Cause Solution

User’s Guide 2–7
CD-ROM Drive/
Compact Disk
Problems
CD-ROM/Compact Disk Problems
Problem Possible Cause Solution
CD-ROM drive cannot read a CD The CD is not seated properly in
the drive.
Eject the CD, reseat it, and close the
tray.
The CD has been loaded upside
down.
Eject the CD, turn it over, and close
the tray.
The CD is dirty or scratched. Clean the CD and reload it, or load
another CD.
System will not boot from
CD-ROM drive
The CD-ROM boot is not enabled
through the Computer Setup.
Refer to the “Computer Setup”
chapter.
The computer cannot find the
CD-ROM drive
The CD-ROM drive is not
connected properly, it was not
terminated properly, or the CD-
ROM driver is not loaded.
Reconnect the cables to the
CD-ROM drive.
Refer to the Selective Restore
procedure in the “Compaq
QuickRestore”chapter.
Cannot eject CD The CD is not loaded properly in
the drive.
Turn your computer off and insert a
thin metal rod into the emergency
eject hole on the front bezel of the
CD-ROM drive. Press firmly. Slowly
pull the tray out from the drive until
the tray is fully extended; then
remove the CD.

2–8User’s Guide
Computer (F2) Setup
Problems
✎Refer to the “Computer Setup”chapter for more information about
this utility.
Computer (F2) Setup Problems
Problem Possible Cause Solution
Unable to exit Computer Setup
and enter Windows 98
Not using the arrow keys to
navigate.
Go to the Menu bar, select Exit, and
follow the on-screen instructions.
Unable to disable Power
Management in Computer Setup
in Windows 98, or screen blacks
out after 15-20 minutes
Power Management is enabled. Go to Computer Setup; under Power
Management, set to Disabled.
Cannot set NumLock key power-
on state
NumLock is not set in Computer
Setup.
Go to Computer Setup; select
Advanced. Select Boot Settings
Configuration. NumLock power-on
state can be set using the arrow keys.

User’s Guide 2–9
Diskette Drive
Problems
✎You may need to reconfigure the computer when you add or remove
hardware, such as an additional diskette drive. Refer to the
“Hardware Installation Problems”section of this chapter.
Diskette Drive Problems
Problem Possible Cause Solution
Diskette drive light stays on The diskette is inserted
incorrectly.
Remove the diskette and reinsert.
The diskette is damaged. In Windows 98, run Scan Disk.
Click
Start→Programs→Accessories→
System Tools→ScanDisk.
Diskette drive cannot write to a
diskette
The diskette is write-protected. Use another diskette or remove the
write protection by sliding the black
tab on the corner of the diskette until
the window is closed.
Your computer is writing to the
wrong drive.
Check your application to see which
drive it is trying to access; then
change the drive letter or the path if
necessary.
Not enough space is left on the
diskette.
Use another diskette that has more
free disk space.
The diskette drive is disabled. Click Control Panel→System, and
select the Device Manager tab. Click
the diskette drive On.
Diskette drive cannot read a
diskette
The diskette is not formatted or is
formatted incorrectly.
Format the diskette.
From the Windows 98 desktop,
double-click My Computer→3.5"
Floppy→File→Format. Fill in the
appropriate information. Press Start.
Reformatting the diskette will destroy
all data on the diskette.
The diskette is the wrong type for
the drive.
Use the correct diskette type. LS-120
disks will not work in a diskette drive.
Error message appears while
information is writing to the
diskette drive
The diskette was removed while
the drive light was on.
Diskette or files may be damaged.
Recopy the information onto a new or
reformatted diskette.

2–10 User’s Guide
DVD-ROM Problems ✎This feature is not currently available for Windows NT.
DVD-ROM Problems
Problem Possible Cause Solution
Certain files on a DVD disk will
not play using the MediaPlayer
The MediaPlayer does not initiate
the authentication process
necessary for playback of DVD
files. Attempts to play these files
will result in no video being
played.
Use the DVD Player to play all
content. This is the correct way to
view all DVD files.
A DVD disk inserted in the DVD-
ROM drive with DVD Player
running will not play
In the drivers for most DVD-ROM
drives there is an Auto-Insert
Notification option that is turned
on by default. This option lets the
operating system know when a
DVD or compact disk is inserted
into the DVD-ROM drive. The
purpose of the feature is to begin
running software or to begin
playback of a disk when it is first
inserted into the drive without the
need for running an application.
If this option is turned off, the
DVD Player application does not
know that you inserted a DVD
disk.
To turn this option on, use the
following procedure:
1. Click Start→Settings→Control
Panel.
2. Double-click the System icon;
then select the Device Manager
tab.
3. Locate the CD-ROM listing, and
click the entry for your DVD-
ROM drive.
4. Click the Properties button and
then the Settings tab.
5. Locate and click the checkbox
labeled Auto Insert Notification.
6. Click OK to save the change.
7. Restart Windows 98, if
necessary, for the change to
become active.
When playing a DVD, you get an
“invalid/illegal region code”
message
The DVD does not match the
region code for your player.
Set the correct region code for your
region.
If you have already selected a region
code permanently, you will be unable
to change it.

User’s Guide 2–11
Hard Drive Problems
CAUTION: Reformatting the hard drive erases all of your files
permanently; be sure to make backup diskettes of your information
before reformatting the drive. Compaq also recommends that you
have a backup of your pre-installed software before reformatting
the hard drive.
Hard Drive Problems
Problem Possible Cause Solution
Hard drive error occurs The hard drive has bad sectors
or has failed.
If you are running Windows 98, press
Start→Programs→Accessories→
System Tools→ScanDisk. Place a
check in the Automatically Fix Errors
box. Start the ScanDisk utility.
Reformat the hard drive.
Contact your Compaq authorized
dealer, reseller, or service provider or
the Compaq Customer Support
Center for assistance.

2–12 User’s Guide
Hardware Installation
Problems
You may need to reconfigure your computer when you add or remove
hardware, such as an additional diskette drive. If you install a Plug
and Play device, Windows 98 automatically recognizes the device and
configures the computer.
If you install a non Plug and Play device, you must reconfigure the
computer after installing the new hardware. In Windows 98, select the
Add Hardware icon in the Control Panel and follow the instructions
that appear on the screen.
Hardware Installation Problems
Problem Possible Cause Solution
New external hardware device is
not working properly
Your computer did not
automatically configure the new
device.
Check the documentation that came
with the device to see if any device
drivers need to be installed. If
necessary, install the correct device
drivers.
The cable(s) for the new external
device are loose, or the power
cables are unplugged.
Ensure that all cables are connected
properly and securely, and verify that
pins in the cable and the connector
are not bent down.
The power switch of the new
external device is not turned on
or was turned on after your
computer was turned on.
Turn your computer off, turn the
external device on, and then turn your
computer on to allow the computer to
recognize the new device.
The device was plugged in while
your computer was on and was
not recognized by your computer.
Turn your computer off.
Reattach the external device and turn
it on; then turn your computer on. This
allows your computer to see the new
device.
Second Ultra ATA hard drive
does not perform optimally
The cable is the wrong type for
the drive type.
Reinstall the second Ultra ATA hard
drive using an 80-conductor cable.