HP Brio 7100 Manual

http://www.hp.com/go/brio
Support Details

ii
Notice
The information contained in this document is subject to change without notice.
Hewlett-Packard makes no warranty of any kind with regard to this material,
including, but not limited to, the implied warranties of merchantability and fitness
for a particular purpose. Hewlett-Packard shall not be liable for errors contained
herein or for incidental or consequential damages in connection with the furnishing,
performance, or use of this material.
This document contains proprietary information that is protected by copyright. All
rights are reserved. No part of this document may be photocopied, reproduced, or
translated into another language without the prior written consent of
Hewlett-Packard Company.
Microsoft®, MS-DOS® and Windows® are U.S. registered trademarks of Microsoft
Corporation.
Hewlett-Packard France
Commercial Computing Division
Customer Satisfaction
5, avenue Raymond Chanas - Eybens
38053 Grenoble Cedex 9
France
© 1998 Hewlett-Packard Company

iii
•Installed
new hardware or soft-
ware?
HP Brio PC “hung”
• PC seems frozen
• programs do not re-
spond
• PC stays inactive and
cannot be woken up
Error Messages
• General Protection
Fault
•InvalidPageFault
PC Behaves Strangely
•Veryslow
• Garbage messages
PC Does not Start at All
• Series of beeps
• No noise — from fan,
etc.
Possible Causes:
• some software may have replaced or
changed your system files during in-
stallation. This may prevent other soft-
ware from working properly.
• Compatibility problems sometimes oc-
cur when installing equipment of dif-
ferent generations.
Possible Cause:
• Your operating system detect-
ed that your program made
an illegal operation.
Possible Cause:
•YourHPBrioPCmight
have been infected by a
virus.
Possible Causes:
• Your HP Brio PC might
have detected that a power
shortage has occurred.
• Your system board or pow-
er supply may be defective
Try the following:
• Uninstall your hardware or software to see whether this fixes the problem
• Call your reseller or look at their web site to get support information on in-
stallation. A more recent version of the product may solve the problem.
• Search our web site for compatibility information:
http://www.hp.com/go/brio
Try to close your program.
Press the CTRL, ALT and DEL
keys at the same time to re-
start your HP Brio PC.
Hold down the
on/off button on
the front of your
HP Brio PC for 4
seconds (to shut
it down). Restart
your HP Brio PC.
Run the anti-virus utilities on the
HP Product Recovery CD-ROM
Check the you have installed your HP
Brio PC correctly (cable connections,
etc.)
Run Hardware Diagnostics from the
HP Product Recovery CD-ROM
Use the HP Product Recovery
CD-ROM to restore your sys-
tem
Refer to your support details
documentation on getting fur-
ther assistance.
Does your HP
Brio PC restart?
Problem
Solved?
Problem
Solved?
Problem
Solved?
Quick Troubleshooting Tree
Hold down the on/off button on the front of
your HP Brio PC for 4 seconds (to shut it
down). Restart your HP Brio PC.
N
Y
— to be used when your HP Brio PC is not accessible or does not
start properly. Otherwise, your HP Brio Center contains dedicated
information and tools to help you solve your problems.
N
N
N
N
Y

iv

v
Contents
Registering your HP Brio PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
How Do I Register?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Registering Your HP Brio PC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Telephone Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13
Hewlett-Packard Telephone Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Checking Your Support Entitlement . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Preparing to Call HP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17
Calling your HP Customer Support Center. . . . . . . . . . . . . . . . . . . . . . 18
Using Remote Support Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21
Using Remote Support Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Contacting HP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
HP Marketing Headquarters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24

vi
Contents

7
1
Registering your HP
Brio PC
This chapter explains how to register your HP Brio PC. If you register
electronically you can get a free screen saver. Registering now will also make
access to HP Telephone Support easier, saving valuable time should you need
to contact HP.

8
Registering your HP Brio PC
How Do I Register?
How Do I Register?
Registering your HP Brio PC is necessary in some countries to obtain the HP
Telephone Support number, and is a simple process.
Registering gives you:
• The HP Telephone Support number for your country
• A free screen saver (when registering electronically using the internet or a
modem)
• A saving in valuable time should you need to contact HP Telephone Support
Registering is an easy process. To see if you can register in your country, check
“Table 1: Registration Information” on page 8. If your country requires registration,
the next section, “Registering Your HP Brio PC” on page 9, will take you through the
quick and easy process of registering.
Table 1: Registration Information
Country Registering
Necessary?
Canada Yes
France Yes
Germany Yes
Italy Yes
Portugal Yes
Spain Yes
Switzerland Yes
United Kingdom Yes
USA Yes
All other countries No

9
Registering your HP Brio PC
Registering Your HP Brio PC
Registering Your HP Brio PC
Check “Table 1: Registration Information” on page 8 to make sure that the country
you are in requires registration. The easiest and most convenient way to register is
electronically, using your computer. To register electronically, your HP Brio PC must
have one of the following:
• a direct connection to the Internet (USA & Canada only)
or
•amodem
To register electronically using your computer, follow these easy steps:
1Start the HP Brio Center software. See the User Guide if you do not know how
to use the HP Brio Center software.
Important If you are unsure about access to the Internet, or whether your computer has a
modem, then contact your reseller.

10
Registering your HP Brio PC
Registering Your HP Brio PC
2Select the Register Now option. Follow the instructions in the
Register Now Window to choose the electronic registration method best suited
for your computer, then follow the instructions in the windows that follow.
If you can not register electronically, then you can register your HP Brio PC using a
telephone:
1Have the serial number, product number and the localization code by the
telephone. These can be found on the label located on your HP Brio PC.
2Dial the registration number for your country as shown in
“Table 2: Registration Numbers” on page 12.
Note You can also point your web browser to: h
hh
htt
tttt
ttp
pp
p:
:::// ////
//w
ww
www
wwww
ww.
...h hh
hp
pp
p.
...c cc
co
oo
om
mm
m/
//
/g
gg
go
oo
o/
//
/b
bb
br
rr
ri
iiio oo
o_
__
_r
rr
re
ee
eg
gg
gi
iiis ss
st
ttte ee
er
rr
r
to register via the web.

11
Registering your HP Brio PC
Registering Your HP Brio PC

12
Registering your HP Brio PC
Registering Your HP Brio PC
Table 2: Registration Numbers
Country Registration Phone
Number
Canada 208-331-2767
France 01 43 62 34 44
Germany 0180 5 3942
Italy 02 2641 0072
Portugal 01 441 7209
Spain 902 33 44 44
Switzerland
French
German
022 312 12 37
022 312 12 65
United Kingdom 0171 512 5201
USA 208-331-2767

13
2
Telephone Support
This chapter explains how to obtain telephone support for your HP Brio PC.
You can also find solutions to HP Brio PC technical problems on the Internet
by pointing your browser to the HP Brio home page: http://www.hp.com/go/brio

14
Telephone Support
Hewlett-Packard Telephone Support
Hewlett-Packard Telephone Support
The following easy steps will take you through the process of obtaining telephone
support:
1Checking Your Support Entitlement
2Preparing to Call HP
3Calling your HP Customer Support Center
Please make sure that you follow the steps, as you will not be able to obtain support
for your HP Brio PC without having all the relevant information.
Important Refer to the chapter “Registering your HP Brio PC” to check whether it is
necessary to register before obtaining support.

15
Telephone Support
Hewlett-Packard Telephone Support
Step 1: Checking Your Support Entitlement
First you must check to see if you are entitled to free support. The following table
lists the type of problem and the support terms.
Table 3: Support Availability
Type of problem Free support period Support Options
Computer and pre-installed
hardware1
1 year from the date of
purchase2
None
Hardware other than that
pre-installed by HP1
not available Please refer to your reseller.
Installing preloaded
software3, including the
operating system4
30 days from the date of
purchase2
Per-incident fee-based service
available after 30 days.
Using preloaded software not available Please refer to your reseller, or
software vendor.
Using the preloaded
operating system4& Internet
Explorer 4
not available Please refer to your reseller, or
specialized software vendor.
Installing and using non-
preloaded operating
systems, for example
Windows 3.11
not available Please refer to your reseller, or
software vendor.
Installing and using software
applications other than
those preloaded by HP
not available Please refer to your reseller, or
software vendor.
HP Accessories See the documentation
provided with the HP
Accessory
None

16
Telephone Support
Hewlett-Packard Telephone Support
1. Pre-installed hardware means hardware that is pre-installed by Hewlett-
Packard only. Hardware pre-installed by third parties or resellers is not
included. Compatibility issues related to the use of a modem with Private
Branch Exchange (PBX) equipment are not covered.
2. In the USA and Canada, free service during office hours (including
Saturday 9:00 to 16:00 MST). Fee-based service outside these hours.
3. Preloaded software means software that is preloaded by Hewlett-Packard
only. Software preloaded by third parties or resellers is not included.
4. Refers only to operating systems installed by Hewlett-Packard.
Note Your modem has been approved for the country where the computer is sold.
Importing your modem into another country is subject to specific
telecommunications regulations. HP will not support the installation of the
modem in any other country than the one originally intended for the modem.

17
Telephone Support
Hewlett-Packard Telephone Support
Step 2: Preparing to Call HP
Check the table in “Step 1: Checking Your Support Entitlement” on page 15 to make
sure that you are entitled to HP Telephone Support. Before you call HP Telephone
Support, check that you have all the items in “Table 4: Getting ready to call support”
on page 17.
Table 4: Getting ready to call support
Things that you need ✔
✔✔
✔
Registered if necessary (see “Table : Registering your HP Brio PC” on page 7)
A record of any error messages that were displayed
A list of devices that you or your reseller have added to your computer
Serial Number1
1. The serial number, product number and localization code can be found in
one of two ways:
1on the label located on your HP Brio PC.
2if you registered using the HP Brio Center, then the information can be found
by selecting Fix Problems and then Check Your Support Details.
Product Number1
Localization Code1
To be in front of your computer

18
Telephone Support
Hewlett-Packard Telephone Support
Step 3: Calling your HP Customer Support
Center
Once you have completed steps 1 and 2, then you are ready to contact your HP
Customer Support Center, which is available during normal office hours. In the USA
and Canada, support is available twenty-four hours a day, seven days a week. Use the
appropriate telephone number to contact support:
• If your country requires registration, then you will have received the number
when you registered. If the support number that you were given is unavailable,
then you will have to contact registration to obtain the support telephone
number. See “Registering your HP Brio PC” on page 7.
• If your country does not need registration, then you can find the support
number for your country by referring to “Table 5: Support Telephone
Numbers” on page 19.
Important You must complete steps 1 and 2 first in order to obtain telephone support for
your HP Brio PC.

19
Telephone Support
Hewlett-Packard Telephone Support
Table 5: Support Telephone Numbers
Country Telephone Number
Arabic Countries Refer to local telephone directory
Argentina 0800 81030
Australia 61 3 8877 8000
Austria 0660 6386
Belgium (Dutch) 02 626 8806
Belgium (French) 02 626 8807
Brazil 822 5565 or 0 800 157751
Canada (Available 24
hours/7 days a week)
Refer to “Registering your HP Brio PC” on page 7
Chile 800-360999
China 010 650 53888 ext 5958
Colombia 01 800 90 072 00
Czech Republic Refer to local telephone directory
Denmark 3929 4099
Finland 0203 47 288
France Refer to “Registering your HP Brio PC” on page 7
Germany Refer to “Registering your HP Brio PC” on page 7
Hong Kong 800 96 7729
Hungary Refer to local telephone directory
India 682 6035
Indonesia (62 21) 350 3408
Israel Refer to local telephone directory
Italy Refer to “Registering your HP Brio PC” on page 7
Malaysia
Penang
(60 3) 295 2566
1 300 88 00 28

20
Telephone Support
Hewlett-Packard Telephone Support
Mexico 01-800-4726684
or
01-800-4720684
Netherlands 020 606 8701
New Zealand 64 9 356 6640
Norway 22 11 6299
Philippines (62 21) 350 3408
Poland Refer to local telephone directory
Portugal 01 441 7209
Russia Refer to local telephone directory
Singapore - Careline (65) 272 5300
Spain 902 33 44 44
Sweden 08 619 2170
Switzerland Refer to “Registering your HP Brio PC” on page 7
Thailand (66 2) 661 4011
Turkey Refer to local telephone directory
U.S.A (Available 24
hours/7 days a week)
Refer to “Registering your HP Brio PC” on page 7
United Kingdom 0171 512 5201
Venezuela
Caracas
800 47 888
207 8488
Vietnam (84 8) 823 4530
Other European Countries [phone]
Table 5: Support Telephone Numbers
Country Telephone Number