Compaq Evo D300 - Convertible Minitower User manual

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Troubleshooting Guide
Compaq Evo Desktop Family
Compaq Evo Workstation Family
Document Part Number: 177620-006
May 2002
This guide provides helpful hints and solutions for troubleshooting
the above products as well as scenarios for possible hardware and
software problems.
177620-006.book Page i Thursday, March 14, 2002 3:16 PM

© 2002 Compaq Information Technologies Group, L.P.
Compaq, the Compaq logo and Evo are trademarks of Compaq Information
Technologies Group, L.P. in the U.S. and/or other countries.
Microsoft, MS-DOS, Windows, Windows NT, and Windows XP are trademarks
of Microsoft Corporation in the U.S. and/or 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 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
Sixth Edition May 2002
Document Part Number: 177620-006
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Troubleshooting Guide iii
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
Running Configuration Record Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–7
Compaq Remote Diagnostics Enabling Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–8
Starting the Remote Diagnostics Enabling Agent . . . . . . . . . . . . . . . . . . . . . . . . . 1–9
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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–12
Solving Display Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–15
Solving Audio Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–18
Solving Printer Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–21
Solving Keyboard and Mouse Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–22
Solving Hardware Installation Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–24
Solving Network Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–26
Solving Processor Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–29
Solving Memory Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–30
Solving SCSI Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–32
Solving CD-ROM and DVD Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–33
Solving Software Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–35
Contacting Compaq Customer Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–36
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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
Using the CMOS Button. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–3
Using Computer Setup to Reset CMOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–5
C Drive Protection System (DPS)
Introducing the Drive Protection System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C–1
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 98 and Microsoft Windows 2000 . . . . . . . . . . . . . . . . . . . . . D–1
Microsoft Windows NT 4.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D–2
Microsoft Windows XP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D–2
E Installing SCSI Drivers for Windows NT Installation
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 (Microsoft Windows 98,
Microsoft Windows Me, Microsoft Windows 2000, Microsoft
Windows NT 4.0, 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 an 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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