HP Compaq dx2200 MT Series User manual

Troubleshooting Guide
HP Compaq dx2200 Microtower Business
PC
Document Part Number: 413757-001
January 2006
This guide provides helpful hints and solutions for troubleshooting
the above products as well as scenarios for possible hardware and
software problems.

© Copyright 2006 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
Microsoft and Windows are trademarks of Microsoft Corporation in the U.S.
and other countries.
The only warranties for HP products and services are set forth in the express
warranty statements accompanying such products and services. Nothing herein
should be construed as constituting an additional warranty. HP shall not be liable
for technical or editorial errors or omissions contained herein.
This document contains proprietary information that is protected by copyright.
No part of this document may be photocopied, reproduced, or translated to
another language without the prior written consent of Hewlett-Packard
Company.
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
HP Compaq dx2200 Microtower Business PC
First Edition (January 2006)
Document Part Number: 413757-001

Troubleshooting Guide www.hp.com iii
Contents
Troubleshooting
Safety and Comfort . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Before You Call for Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Helpful Hints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Solving General Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Solving Hardware Installation Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Interpreting Diagnostic Lights. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Restoring the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Contacting Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Downloading HP Insight Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Troubleshooting Guide www.hp.com 1
Troubleshooting
Safety and Comfort
ÅWARNING: Misuse of the computer or failure to establish a safe and
comfortable work environment may result in discomfort or serious injury.
Refer to the Safety & Comfort Guide on the Documentation CD and
available at www.hp.com/ergo for more information on choosing a
workspace and creating a safe and comfortable work environment.
Before You Call for Technical Support
If you are having problems with the computer, try the appropriate
solutions below to try to isolate the exact problem before calling for
technical support.
■Run the diagnostics utility (available for some models only).
Refer to “Downloading HP Insight Diagnostics” for more
information on downloading the utility.
■Run the Drive Protection System (DPS) Self-Test in Computer
Setup. Refer to the Computer Setup (F10) Utility Guide on the
Documentation CD for more information.
✎The Drive Protection System (DPS) Self-Test software is available on
some models only.
■Check the Power LED on the front of the computer to see if it is
flashing. The flashing lights are error codes that will help you
diagnose the problem. Refer to “Interpreting Diagnostic Lights”
to interpret the codes.
■If the screen is blank, plug the monitor into a different video port
on the computer if one is available. Or, change out the monitor
with a monitor that you know is functioning properly.

2 www.hp.com Troubleshooting Guide
Troubleshooting
■If you are working on a network, plug another computer with a
different cable into the network connection. There may be a
problem with the network plug or cable.
■If you recently added new hardware, remove the hardware and
see if the computer functions properly.
■If you recently installed new software, uninstall the software and
see if the computer functions properly.
■Boot the computer to the Safe Mode to see if it will boot without
all of the drivers loaded. When booting the operating system, use
“Last Known Configuration.”
■Refer to the comprehensive online technical support at
www.hp.com/support.
■Refer to “Helpful Hints” in this guide for more general
suggestions.
■Run the Restore Plus! CD to restore the original operating system
and factory-installed software.
ÄCAUTION: Running the Restore Plus! CD will erase all data on the hard
drive.
To assist you in resolving problems online, HP Instant Support
Professional Edition provides you with self-solve diagnostics. If you
need to contact HP support, use HP Instant Support Professional
Edition's online chat feature. Access HP Instant Support Professional
Edition at: www.hp.com/go/ispe.
Access the Business Support Center (BSC) at
www.hp.com/go/bizsupport for the latest online support information,
software and drivers, proactive notification, and worldwide
community of peers and HP experts.
If it becomes necessary to call for technical assistance, be prepared to
do the following to ensure that your service call is handled properly:
■Be in front of your computer when you call.
■Write down the computer serial number and product ID number,
and the monitor serial number before calling.
■Spend time troubleshooting the problem with the service
technician.

Troubleshooting Guide www.hp.com 3
Troubleshooting
■Remove any hardware that was recently added to your system.
■Remove any software that was recently installed.
■Run the Restore Plus! CD.
ÄCAUTION: Running the Restore Plus! CD will erase all data on the hard
drive.
✎For sales information and warranty upgrades (HP Care Pack
Services), call your local authorized service provider or dealer.
Helpful Hints
If you encounter problems with the computer, monitor, or software,
see the following list of general suggestions before taking further
action:
■Check that the computer and monitor are plugged into a working
electrical outlet.
■Check to see that the computer is turned on and the green power
light is on.
■Check to see that the monitor is turned on and the green monitor
light is on.
■Turn up the brightness and contrast controls of the monitor if the
monitor is dim.
■Press and hold any key. If the system beeps, the keyboard should
be operating correctly.
■Check all cable connections for loose connections or incorrect
connections.
■Wake the computer by pressing any key on the keyboard or
pressing the power button. If the system remains in standby
mode, shut down the computer by pressing and holding the power
button for at least four seconds then press the power button again
to restart the computer. If the system will not shut down, unplug
the power cord, wait a few seconds, then plug it in again. The

4 www.hp.com Troubleshooting Guide
Troubleshooting
computer will restart if automatic start on power loss is set in
Computer Setup. If it does not restart, press the power button to
start the computer.
■Reconfigure the computer after installing a non–plug and play
expansion board or other option. See “Solving Hardware
Installation Problems” for instructions.
■Be sure that all the needed device drivers have been installed. For
example, if you are using a printer, you need a driver for that
model printer.
■Remove all bootable media (diskette, CD, or USB device) from
the system before turning it on.
■If you have installed an operating system other than the
factory-installed operating system, check to be sure that it is
supported on the system.
■If the system has multiple video sources (embedded, PCI, or
PCI-Express adapters) installed (PCI-Express on some models
only) and a single monitor, the monitor must be plugged into the
monitor connector on the source selected as the primary VGA
adapter. During boot, the other monitor connectors are disabled
and if the monitor is connected into these ports, the monitor will
not function. You can select which source will be the default
VGA source in Computer Setup.
ÄCAUTION: When the computer is plugged into an AC power source,
there is always voltage applied to the system board. You must disconnect
the power cord from the power source before opening the computer to
prevent system board or component damage.

Troubleshooting Guide www.hp.com 5
Troubleshooting
Solving General Problems
You may be able to easily resolve the minor problems described in
this section. If a problem persists and you are unable to resolve it
yourself or if you feel uncomfortable about performing the operation,
contact your HP authorized reseller or service provider.
Problem Cause Solution
Computer will not
turn on.
Cables to the external
power source are
unplugged.
Ensure that cables connecting the
computer to the external power source
are plugged in properly and the wall
outlet is active.
Voltage selector switch on
the rear of the computer
chassis is not switched to
the correct voltage (115V
or 230V).
Select the proper AC voltage using the
slide switch.
A defective PCI card has
been installed.
Remove any expansion board that
was just installed.
Drive data or power supply
cables may not be
properly connected.
Reseat drive data and power supply
cables.
The unit temperature was
exceeded. The fan may be
blocked.
1. Unit is in an exceedingly hot
environment. Let it cool down.
2. Ensure that computer air vents are
not blocked and the internal fan is
running.
3. Contact an HP authorized reseller
or service provider.
Computer appears
locked up and will not
turn off when the power
button is pressed.
Software control of the
power switch is not
functional.
1. Press and hold the power button
for at least four seconds until the
computer turns off.
2. Disconnect the power cord from
the electrical outlet.

6 www.hp.com Troubleshooting Guide
Troubleshooting
Computer will not
respond to USB
keyboard or mouse.
System has locked up. Restart the computer.
Keyboard or mouse is not
connected to computer.
Connect keyboard and mouse cables
to computer.
Computer is in
standby mode.
Press the power button to resume from
standby mode.
ÄCAUTION: When attempting to resume from standby mode, do not hold down the
power button for more than four seconds. Otherwise, the computer will shut down and
you will lose any unsaved data.
Computer date and time
display is incorrect.
RTC (real-time clock)
battery may need to be
replaced.
✎Connecting the
computer to a live
AC outlet prolongs
the life of the
RTC battery.
First, reset the Date and Time
Properties in the Control Panel.
(Computer Setup can also be used to
update the RTC date and time.) If the
problem persists, replace the RTC
battery. See the Hardware Reference
Guide on the Documentation CD for
instructions on installing a new
battery.
Cursor will not move
using the arrow keys on
the keypad.
The Num Lock key
may be on.
Press the Num Lock key. The
Num Lock light should not be on if you
want to use the arrow keys. The Num
Lock key can be disabled (or
enabled) in Computer Setup.
Poor performance is
experienced.
Processor is hot. 1. Ensure airflow to the computer is
not blocked. Leave a 4-inch
(10.2-cm) clearance on all vented
sides of the computer and monitor
to permit required airflow.
2. Ensure fans are connected and
working properly (some fans only
operate when needed).
3. Ensure the processor heatsink is
installed properly.
Problem Cause Solution

Troubleshooting Guide www.hp.com 7
Troubleshooting
Poor performance is
experienced (continued).
Hard drive is full. Transfer data from the hard drive to
create more space on the hard drive.
Low on memory. Add more memory.
Hard drive is fragmented. Defragment hard drive.
Program previously
accessed did not release
reserved memory back to
the system.
Restart the computer.
Virus resident on the hard
drive.
Run the virus protection program.
Too many applications
running.
1. Close unnecessary applications to
free up memory.
2. Add more memory.
Some software
applications, especially
games, are stressful on the
graphics subsystem.
1. Lower the display resolution for the
current application or consult the
documentation that came with the
application for suggestions on
how to improve performance by
adjusting parameters in the
application.
2. Add more memory.
3. Upgrade the graphics solution.
Cause unknown. Restart the computer.
Blank screen (no video). Monitor is not turned on
and the monitor light is
not on.
Turn on the monitor and check that the
monitor light is on.
The cable connections are
not correct.
Check the cable connection from the
monitor to the computer and to the
electrical outlet.
Problem Cause Solution

8 www.hp.com Troubleshooting Guide
Troubleshooting
Blank screen (no video)
(continued).
You may have a screen
blanking utility installed or
energy saver features are
enabled.
Press any key or click the mouse button
and, if set, type your password.
Computer is in standby
mode.
Press the power button to resume from
standby mode.
ÄCAUTION: When attempting to resume from standby mode, do not hold down the
power button for more than four seconds. Otherwise, the computer will shut down and
you will lose any unsaved data.
You are using a fixed-sync
monitor and it will not sync
at the resolution chosen.
Be sure that the monitor can accept
the same horizontal scan rate as the
resolution chosen.
The VGA/BNC selector
switch on the monitor
(some models) is not
properly set.
Set the selector switch to agree with
the cable connection.
Bad monitor. Try a different monitor.
Power LED is flashing
and computer will not
start.
Internal error has occurred
and the computer is
flashing a code.
Refer to “Interpreting Diagnostic
Lights” to interpret the error code.
Problem Cause Solution

Troubleshooting Guide www.hp.com 9
Troubleshooting
Solving Hardware Installation Problems
You may need to reconfigure the computer when you add or remove
hardware, such as an additional drive or expansion card. If you install
a plug and play device, Windows XP Home/Professional will
automatically recognize the device and configure the computer. If
you install a non–plug and play device, you must reconfigure the
computer after completing installation of the new hardware. In
Windows XP Home/Professional, use the Add Hardware Wizard
and follow the instructions that appear on the screen.
Problem Cause Solution
A new device is not
recognized as part of
the system.
Device is not seated or
connected properly.
Ensure that the device is properly
and securely connected and that pins
in the connector are not bent down.
Cable(s) of new external
device are loose or
power cables are
unplugged.
Ensure that all cables are properly
and securely connected and that pins
in the cable or connector are not
bent down.
Power switch of new
external device is not
turned on.
Turn off the computer, turn on the
external device, then turn on the
computer to integrate the device with
the computer system.
When the system
advised you of changes
to the configuration, you
did not accept them.
Reboot the computer and follow the
instructions for accepting the
changes.
A plug and play board
may not automatically
configure when added if
the default configuration
conflicts with other
devices.
Use Windows XP Device Manager to
deselect the automatic settings for the
board and choose a basic
configuration that does not cause a
resource conflict. You can also use
Computer Setup to reconfigure or
disable devices to resolve the
resource conflict.

10 www.hp.com Troubleshooting Guide
Troubleshooting
Interpreting Diagnostic Lights
This section covers the front panel LED codes that may occur before
or during POST that do not necessarily have an error code or text
message associated with them.
✎If you see flashing LEDs on a PS/2 keyboard, look for flashing LEDs
on the front panel of the computer and refer to the following table to
determine the front panel LED codes.
✎Recommended actions in the following table are listed in the order in
which they should be performed.
✎Replace the system board or power supply only as the last resort.
Computer will not start. Wrong memory modules
were used in the
upgrade or memory
modules were installed
in the wrong location.
1. Review the documentation that
came with the system to
determine if you are using the
correct memory modules and to
verify the proper installation.
2. Observe the LED lights on the
front of the computer. See
“Interpreting Diagnostic Lights”
to determine possible causes.
3. If you still cannot resolve the
issue, contact Customer Support.
Problem Cause Solution

Troubleshooting Guide www.hp.com 11
Troubleshooting
Diagnostic Front Panel LEDs
Activity Possible Cause Recommended Action
Green Power LED On. Computer on. No action required.
Green Power LED
flashes every two
seconds.
Computer in Suspend to
RAM mode (some
models only) or normal
Suspend mode.
Press any key or move the mouse to
wake the computer.
Green Power LED
flashes every four
seconds.
Processor thermal
protection activated:
A fan may be blocked or
not turning.
OR
The heatsink/fan
assembly is not properly
attached to the
processor.
1. Ensure that the computer air vents
are not blocked and the processor
cooling fan is running.
2. Open hood, press power button,
and see if the processor fan spins. If
the processor fan is not spinning,
make sure the fan's cable is
plugged onto the system board
header. Ensure the fan is
fully/properly seated or installed.
3. If fan is plugged in and seated
properly, but is not spinning, then
replace processor fan.
4. Reseat processor heatsink and
verify that the fan assembly is
properly attached.
5. Contact an authorized reseller or
service provider.
Green Power LED
flashes five times, once
every second, followed
by a two second
pause.
Pre-video memory error. 1. Reseat DIMMs. Power on the
system.
2. Replace DIMMs one at a time to
isolate the faulty module.
3. Replace third-party memory with
HP memory.
4. Replace the system board.

12 www.hp.com Troubleshooting Guide
Troubleshooting
Green Power LED
flashes six times, once
every second, followed
by a two second
pause.
Pre-video graphics error. For systems with a graphics card:
1. Reseat the graphics card. Power on
the system.
2. Replace the graphics card.
3. Replace the system board.
For systems with integrated graphics,
replace the system board.
Green Power LED
flashes eight times,
once every second,
followed by a two
second pause.
Invalid ROM based on
bad checksum.
1. Reflash the system ROM with the
latest BIOS image.
2. Replace the system board.
Diagnostic Front Panel LEDs (Continued)
Activity Possible Cause Recommended Action

Troubleshooting Guide www.hp.com 13
Troubleshooting
System does not power
on and LEDs are not
flashing.
System unable to power
on.
Press and hold the power button for less
than 4 seconds. If the hard drive LED
turns green, the power button is
working correctly.
1. Check that the voltage selector
(some models), located on the rear
of the power supply, is set to the
appropriate voltage.
2. Replace the system board.
OR
Press and hold the power button for less
than 4 seconds. If the hard drive LED
does not turn on green.
1. Check that the unit is plugged into
a working AC outlet.
2. Open hood and check that the
power button harness is properly
connected to the system board.
3. Check that both power supply
cables are properly connected to
the system board.
If the 5 V_aux light on the system board
is on:
4. Replace the power button harness.
5. Replace the system board.
If the 5 V_aux light on the system board
is off:
6. Remove the expansion cards one at
a time until the 5 V_aux light on the
system board turns on.
7. Replace the power supply.
Diagnostic Front Panel LEDs (Continued)
Activity Possible Cause Recommended Action

14 www.hp.com Troubleshooting Guide
Troubleshooting
Restoring the Software
The Windows operating system and software can be restored to the
original state that they were when you purchased the computer by
using the Restore Plus! CD. See the documentation included with the
Restore Plus! CD for complete instructions on using this feature.
✎In the event that you lose power during the initial operating system
installation process, use the Restore Plus! CD to install the operating
system.
Contacting Customer Support
For help and service, contact an authorized reseller or dealer. To
locate a reseller or dealer near you, visit www.hp.com.
✎If you take the computer to an authorized reseller, dealer, or service
provider for service, remember to provide the setup and power-on
passwords if they are set.
✎Refer to the number listed in the warranty or in the Support Telephone
Numbers guide on the Documentation CD for technical assistance.
Downloading HP Insight Diagnostics
The HP Insight Diagnostics utility (available for some models only)
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.
You can download the utility from the HP Web site. The utility is not
available for all models.
1. Go to www.hp.com.
2. Click the Software & Driver Downloads link.
3. Enter your product number (for example, dx2200) in the text box
and press the Enter key.

Troubleshooting Guide www.hp.com 15
Troubleshooting
4. Select your specific computer model
5. Select your OS.
6. Click the Diagnostic link.
7. Click HP Insight Diagnostics Offline Edition.
8. Select a language and click Download.
✎The download includes instructions on how to create the
bootable CD.