HP Compaq dx2100 MT Series User manual

Troubleshooting Guide
Business PCs
dx2100 Series Microtower
Document Part Number: 403286-001
September 2005
This guide provides helpful hints and solutions for troubleshooting
the above products as well as scenarios for possible hardware and
software problems.

© Copyright 2005 Hewlett-Packard Development Company, L.P.
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and other countries.
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ÅWARNING: Text set off in this manner indicates that failure to follow
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directions could result in damage to equipment or loss of information.
Troubleshooting Guide
Business PCs
dx2100 Series Microtower
First Edition (September 2005)
Document Part Number: 403286-001

Troubleshooting Guide www.hp.com iii
Contents
1 Computer Diagnostic Features
HP Insight Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–1
Accessing HP Insight Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–2
Survey Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3
Test Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–4
Status Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–5
Log Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–6
Saving and Printing Information in HP Insight Diagnostics . . . . . . . . . . . . . . . . . 1–6
Downloading the Latest Version of HP Insight Diagnostics . . . . . . . . . . . . . . . . . 1–7
2Troubleshooting
Safety and Comfort . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–1
Before You Call for Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–1
Helpful Hints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–3
Solving General Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–5
Solving Hardware Installation Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–9
Interpreting Diagnostic Lights and Audible Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . 2–10
Restoring the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–14
Contacting Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–14

Troubleshooting Guide www.hp.com 1–1
1
Computer Diagnostic Features
HP Insight Diagnostics
✎HP Insight Diagnostics is included on CD with some computer
models only.
The HP Insight Diagnostics utility allows you to view information
about the hardware configuration of the computer and perform
hardware diagnostic tests on the subsystems of the computer. The
utility simplifies the process of effectively identifying, diagnosing,
and isolating hardware issues.
The Survey tab is displayed when you invoke HP Insight Diagnostics.
This tab shows the current configuration of the computer. From the
Survey tab, there is access to several categories of information about
the computer. Other tabs provide additional information, including
diagnostic test options and test results. The information in each screen
of the utility can be saved as an html file and stored on a diskette or
USB HP Drive Key.
Use HP Insight Diagnostics to determine if all the devices installed on
the computer are recognized by the system and functioning properly.
Running tests is optional but recommended after installing or
connecting a new device.
You should run tests, save the test results, and print them so that you
have printed reports available before placing a call to the Customer
Support Center.
✎Third party devices may not be detected by HP Insight Diagnostics.

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Computer Diagnostic Features
Accessing HP Insight Diagnostics
You must boot to the Documentation and Diagnostics CD, as
described in the steps below, to access HP Insight Diagnostics.
1. While the computer is on, insert the Documentation and
Diagnostics CD into an optical drive on the computer.
2. Shut down the operating system and turn off the computer.
3. Turn on the computer. The system will boot to the CD.
✎If the system does not boot to the CD in the optical drive, you may
need to change the boot order in the Computer Setup (F10) utility so
that the system attempts to boot to the optical drive before booting to
the hard drive. Refer to the Computer Setup (F10) Utility Guide on
the Documentation and Diagnostics CD for more information.
4. When prompted, press the Ykey if you want to operate in Safe
mode or any other key if you want to operate in Regular mode.
✎Regular mode is the default mode if no keys are pressed within the
specified time frame. If the screen remains blank after pressing any
key other than Y, try rebooting and select safe mode when prompted.
5. Select the appropriate language and click Continue.
✎It is recommended that you accept the assigned default keyboard for
your language unless you want to test your specific keyboard.
6. In the End User License Agreement page, click Agree if you
agree with the terms. The HP Insight Diagnostics utility launches
with the Survey tab displayed.

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Computer Diagnostic Features
Survey Tab
The Survey tab displays important system configuration information.
In the View section on the left side of the screen, you can select the
Summary view to see limited configuration data or select the
Advanced view to see all the data in the selected category. Regardless
of whether you choose Advanced or Summary, the following
categories of information are available on the Survey tab:
All—Gives a listing of all categories of information about the
computer.
Overview—Gives you a listing of general information about the
computer.
Architecture—Provides system BIOS and PCI device information.
Asset Control—Shows asset tag, system serial number, and
processor information.
Communication—Shows information about the computer parallel
(LPT) and serial (COM) port settings, plus USB and network
controller information.
Graphics—Shows information about the graphics controller of the
computer.
Input Devices—Shows information about the keyboard, mouse, and
other input devices connected to the computer.
Memory—Shows information about all memory in the computer.
This includes memory slots on the system board and any memory
modules installed.
Miscellaneous—Shows information obtained from the computer
configuration memory (CMOS), system management BIOS data,
system board data, and diagnostics component information.
Storage—Shows information about storage media connected to the
computer. This list includes all fixed disks, diskette drives, and optical
drives.
System—Shows information about the system board, processor,
chassis, and BIOS, plus internal speaker and PCI bus information.

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Computer Diagnostic Features
Test Tab
The Test tab allows you to choose various parts of the system to test.
You can also choose the type of test and testing mode.
There are two test modes to choose from:
■Interactive Mode—Provides maximum control over the testing
process. The diagnostic software will prompt you for input during
tests that require your interaction.You may also determine
whether the test passed or failed.
■Unattended Mode—Does not display prompts and requires no
interaction. If errors are found, they are displayed when testing is
complete.
There are three types of tests to choose from:
■Quick Test—Provides a predetermined script where a sample of
each hardware component is exercised and requires no user
intervention in either Unattended or Interactive mode.
■Complete Test—Provides a predetermined script where each
hardware component is fully tested. There are more tests
available in the Interactive mode, but these require user
intervention.
■Custom Test—Provides the most flexibility in controlling the
testing of a system. The Custom Test mode allows you to
specifically select which devices, tests, and test parameters are
run.
To begin testing:
1. Select the Test tab.
2. On the left side of the tab, select the Type of Test to perform
(Quick, Complete, or Custom).
3. On the left side of the tab, select the Test Mode (Interactive or
Unattended).
4. Select the device to be tested from the drop-down list.

Troubleshooting Guide www.hp.com 1–5
Computer Diagnostic Features
5. Choose how you want the test to be executed, either Number of
Loops or Total Test Time. When choosing to run the test over a
specified number of loops, enter the number of loops to perform.
If you desire to have the diagnostic test for a specified time
period, enter the amount of time in minutes.
6. Click Begin Testing to start the test. The Status tab, which allows
you to monitor the progress of the test, is automatically displayed
during the testing process. When the test is complete, the Status
tab shows whether the device passed or failed.
7. If errors are found, go to the Log tab and click the Error Log to
display more detailed information and recommended actions.
Status Tab
The Status tab displays the status of the selected tests. The type of test
executed (Quick, Complete, or Custom) is also displayed. The main
progress bar displays the percent complete of the current set of tests.
While testing is in progress, a Cancel Testing button is displayed for
use if you want to cancel the test.
After testing has completed, the Cancel Testing button is replaced
with a Retest button. The Retest button will retest the last set of tests
executed. This enables you to re-run the set of tests without having to
re-enter the data in the Test tab.
The Status tab also shows:
■The devices being tested
■The tests that are running
■The overall elapsed time
■The individual elapsed test times
■The condition status of each test

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Computer Diagnostic Features
Log Tab
The Log tab contains two logs, a Test Log and an Error Log, each of
which can be selected from the left side of the tab.
The Test L og displays all tests that have been executed, the number of
times of execution, the number of times the test failed, and the time it
took to complete the test. The Clear Test Log button will clear the
contents of the Test L og.
The Error Log displays the tests for devices that have failed during
the diagnostic testing and includes the following columns of
information.
■The Description section describes the error that the diagnostic
test found.
■The Recommended Repair will give a recommended action that
should be performed to resolve the failed hardware.
■The Failed Count is the number of times the test has failed.
■The Error Code provides a numerical code for the failure. The
error codes are defined in the Help tab.
■The Clear Error Log button will clear the contents of the Error
Log.
Saving and Printing Information in HP Insight
Diagnostics
You can save the information displayed in the HP Insight Diagnostics
Status and Log tabs to a diskette or a USB 2.0 HP Drive Key (64MB
or higher). You can not save to the hard drive. The system will
automatically create an html file that has the same appearance as the
information displayed on the screen.
1. Insert a diskette or USB 2.0 HP Drive Key (capacity must be
64MB or higher). USB 1.0 Drive Keys are not supported.
2. Click Save in the upper right corner of the tab.
3. Select Save to the floppy or Save to USB key.
4. Enter a file name in the File Name box and click the Save button.
An html file will be saved to the inserted diskette or USB HP
Drive Key.

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Computer Diagnostic Features
5. Print the information from the storage device used to save it.
✎To exit HP Insight Diagnostics, click Exit in the upper right corner of
the screen then remove the Documentation and Diagnostics CD from
the optical drive.
Downloading the Latest Version of HP Insight
Diagnostics
1. Go to www.hp.com.
2. Click the Software & Driver Downloads link.
3. Click the Download drivers and software radio button.
4. Enter your product number (for example, dx2100) in the text box
and press the Enter key.
5. Select your specific computer model
6. Select your OS.
7. Click the Diagnostic link.
8. Locate HP Insight Diagnostics and click Download.
✎The download includes instructions on how to create the
bootable CD.