Compaq Compaq Notebook Series User manual

b
Troubleshooting
Compaq Notebook Series
Document Part Number: 267644-001
April 2002
This guide gives you steps to troubleshoot minor problems
yourself and obtain support from Compaq. It presents common
problems users may encounter and provides solutions and
resources.

© 2001 Compaq Information Technologies Group, L.P.
Compaq, the Compaq logo, Evo, and Presario are trademarks of Compaq
Information Technologies Group, L.P. in the U.S. and/or other countries.
Microsoft and Windows 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.
Troubleshooting
First Edition April 2002
Document Part Number: 267644-001

Troubleshooting iii
Contents
Solving Common Problems . . . . . . . . . . . . . . . . . . . . . . . 1–1
Quick Solutions Checklist . . . . . . . . . . . . . . . . . . . . 1–2
Using the World Wide Web. . . . . . . . . . . . . . . . . . . . . . . 1–3
Preparing to Call Technical Support . . . . . . . . . . . . . . . . 1–4
Problem Solutions Table . . . . . . . . . . . . . . . . . . . . . . . . . 1–5
Audio Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–5
Battery Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–7
CD and DVD Drive Problems . . . . . . . . . . . . . . . . . 1–10
Infrared Communications Problems . . . . . . . . . . . 1–13
Modem Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . 1–15
PC Card Problems . . . . . . . . . . . . . . . . . . . . . . . . . . 1–19
Keyboard and Pointing Device Problems . . . . . . . . 1–20
Hard Drive Problems (Primary Hard Drive) . . . . 1–22
Hard Drive Problems (Secondary Hard Drive) . . . 1–23
Power Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–24
Games Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–25
Display Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . 1–26
Internet Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . 1–27
Memory Problems . . . . . . . . . . . . . . . . . . . . . . . . . . 1–27
USB Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–28

Troubleshooting 1–1
1
Problems and Solutions
Solving Common Problems
Problems that occur while using the notebook may originate with
the notebook, the operating system, a software application, or an
external device attached to your notebook.
This guide is designed to describe solutions to enable you to
troubleshoot problems yourself or obtain help from Compaq.
■For general problems that may originate with the notebook,
refer to the “Quick Solutions Checklist” in this guide.
■For problems that may originate with your hardware, refer to
the Hardware Guide on this CD.
■To check your notebook configuration and run diagnostic
tests, refer to the Software Guide on this CD.
■For problems that may not originate with the notebook, refer
to the documentation included with your software
application, external device, or operating system.
■For Compaq support, refer to “Preparing to Call Technical
Support” and “Using the World Wide Web” in this guide.
■To locate a Compaq authorized dealer, reseller, or service
provider, refer to the Worldwide Telephone Numbers booklet
included with the notebook.

1–2 Troubleshooting
Problems and Solutions
Quick Solutions Checklist
✎To shut down a system that is not responding, when Windows
shut down procedures cannot be used, refer to the emergency shut
down procedures outlined in the Hardware Guide on this CD.
■Is adequate power available to the notebook?
❏If the notebook is connected to an electrical outlet, are
the power cord and external AC Adapter cable
connections secure?
❏Is the electrical outlet providing power?
❏Is the battery pack fully charged?
✎For details about managing battery power, refer to the battery
pack information in the Hardware Guide on this CD.
■Did you remove a diskette from the drive before turning on
the notebook? Failure to do so can prevent the notebook from
booting up.
✎For instructions on downloading ROM updates, refer to the
Software Guide on this CD.

Problems and Solutions
Troubleshooting 1–3
■Is the notebook positioned to allow adequate ventilation?
✎To prevent overheating, do not obstruct the vents. Do not allow
a hard surface, such as an adjoining optional printer, or a soft
surface, such as carpet or fabric, to block the airflow.
■Have files been scanned for viruses?
■Was the notebook shut down through the operating system?
Failure to do so can corrupt files.
■If the problem relates to an external device:
❏Is the device securely connected?
❏Is the device receiving reliable electrical power?
❏Is the device turned on?
✎Some devices, such as monitors, printers, and parallel devices,
must be turned on before the notebook is turned on.
❏Are all necessary device drivers installed?
Using the World Wide Web
A range of Compaq support services are available on the Compaq
Web site. You can browse the reference information or contact
support and submit questions via email. You can also find
technical assistance from peers via Compaq Forums and
Communities.
For home, home office, and small business support, type the
following in your Web browser address field:
compaq.com/consumersupport.

1–4 Troubleshooting
Problems and Solutions
For commercial business support, type the following in your Web
browser address field: compaq.com/support. If the notebook is not
connected to the Internet, refer to the Worldwide Telephone
Numbers booklet included with the notebook to contact a support
technician or a Compaq authorized dealer, reseller, or service
provider.
Preparing to Call Technical Support
If you cannot solve a problem using the troubleshooting
guidelines in this book and need immediate problem resolution,
call Compaq Technical Support.
To receive the fastest possible solution, run Compaq Diagnostics
before you call. (See the Software Guide on this CD for
instructions.) Have the following information available when you
call Technical Support:
■The notebook
■Serial number
■Purchase date on invoice
■Conditions under which the problem occurred
■Error messages that have occurred
■Hardware configuration
■Hardware and software you are using
■Type of printer connected
■Printed information from Compaq Diagnostics or a list of the
devices and error messages received
■Configuration settings, including contents of the system files
✎If you take the notebook to a Compaq dealer, reseller, or service
provider for service, remember to remove any power-on or setup
passwords you have set, or provide the passwords to the service
provider.

Problems and Solutions
Troubleshooting 1–5
Problem Solutions Table
Audio Problems
Problem Possible Cause Solution
No sound. Volume has been muted
or turned down.
Use volume buttons or
the volume control icon
on the taskbar to adjust
the volume.
Volume has been muted
and the volume control
icon is missing from the
taskbar.
To display the volume
control icon, refer to the
audio information in the
Hardware Guide on
this CD.
Internal speakers
produce no sound.
External speakers,
headphones, or a
headset are connected
to the notebook.
Use the external
speakers, headphones,
or headset. Or use the
internal speakers by
disconnecting the
external speakers,
headphones, or
headset.
External speakers,
headphones, or a
headset produce no
sound.
Volume is muted or
turned down.
Use volume buttons or
the volume control icon
on the taskbar to adjust
the volume.
Adjust the volume from
within the operating
system or software
application.
The wrong jack is being
used.
To find the right jack,
refer to the external
components information
in the
Hardware Guide
on this CD.

1–6 Troubleshooting
Problems and Solutions
External microphone
does not work.
The wrong jack is being
used.
To identify the right jack,
refer to the external
components information
in the
Hardware Guide
on this CD.
The recording source is
not selected in the
software.
Select the recording
source in the software
application. Refer to the
documentation included
with the device for more
information.
The recording level
volume needs
adjusting.
Adjust the recording
level volume from
within the software
application. Refer to the
documentation included
with your device for
more information.
Audio Problems (Continued)
Problem Possible Cause Solution

Problems and Solutions
Troubleshooting 1–7
Battery Problems
Problem Possible Cause Solutions
Battery light is blinking. The battery pack is the
only source of power,
and the notebook has
entered a low-battery
condition.
Connect the notebook
to external power or
initiate Hibernation, and
replace the battery pack
with a fully charged
battery pack. Refer to
the battery pack chapter
in the
Hardware Guide
on this CD for details.
Battery light is blinking
and the notebook
initiates Hibernation.
Notebook has entered
a critical low-battery
condition and has
initiated Hibernation.
Connect the notebook
to external power or
insert a fully charged
battery pack. Refer to
the battery pack chapter
in the
Hardware Guide
on this CD for managing
low-battery conditions.
The power/suspend
light blinks briefly, and
the notebook shuts
down.
Notebook has entered
a critical low-battery
condition with
Hibernation disabled.
Unsaved work will
be lost.
Immediately connect
the notebook to external
power. Refer to the
battery pack chapter in
the
Hardware Guide for
details on managing
battery power.
Battery pack is warm
after charging.
Warming occurs
normally during
charging.
No action is required.
Date and time must be
reset each time the
notebook is turned on.
The battery that backs
up the real-time clock
has reached the end of
its useful life.
Contact your Compaq
authorized service
provider to replace the
real-time clock battery.