HP Elite 7000 Microtower User manual

Troubleshooting Guide
HP Elite 7000 MT Series PCs

© Copyright 2009 Hewlett-Packard
Development Company, L.P. The
information contained herein is subject to
change without notice.
Microsoft, Windows, and Windows Vista are
either trademarks or registered trademarks
of Microsoft Corporation in the United States
and/or 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.
Troubleshooting Guide
HP Elite 7000 MT Series PCs
First Edition (October 2009)
Document Part Number: 578994-001

About This Book
WARNING! Text set off in this manner indicates that failure to follow directions could result in bodily
harm or loss of life.
CAUTION: Text set off in this manner indicates that failure to follow directions could result in damage
to equipment or loss of information.
NOTE: Text set off in this manner provides important supplemental information.
ENWW iii

iv About This Book ENWW

Table of contents
1 Computer Diagnostic Features
Hewlett-Packard Vision Field Diagnostics ............................................................................................ 1
Accessing HP Vision Field Diagnostics ............................................................................... 1
Survey Tab .......................................................................................................................... 2
Test Tab ............................................................................................................................... 2
Status Tab ........................................................................................................................... 3
History Tab .......................................................................................................................... 3
Errors Tab ............................................................................................................................ 4
Help Tab .............................................................................................................................. 4
Saving and Printing Information in HP Vision Field Diagnostics .......................................... 5
Downloading the Latest Version of HP Vision Field Diagnostics ......................................... 5
Protecting the Software ........................................................................................................................ 5
2 Troubleshooting Without Diagnostics
Safety and Comfort .............................................................................................................................. 6
Before You Call for Technical Support ................................................................................................. 6
Helpful Hints ......................................................................................................................................... 7
Solving General Problems .................................................................................................................... 9
Solving Power Problems .................................................................................................................... 12
Solving Hard Drive Problems ............................................................................................................. 13
Solving Media Card Reader Problems ............................................................................................... 14
Solving Display Problems ................................................................................................................... 16
Solving Audio Problems ..................................................................................................................... 20
Solving Printer Problems .................................................................................................................... 22
Solving Keyboard and Mouse Problems ............................................................................................ 23
Solving Hardware Installation Problems ............................................................................................. 25
Solving Network Problems ................................................................................................................. 27
Solving Memory Problems ................................................................................................................. 30
Solving CD-ROM and DVD Problems ................................................................................................ 32
Solving USB Flash Drive Problems .................................................................................................... 34
Solving Front Panel Component Problems ........................................................................................ 35
Solving Internet Access Problems ...................................................................................................... 36
Solving Software Problems ................................................................................................................ 38
Interpreting POST Audible Codes ...................................................................................................... 39
Resetting the Password Jumper ........................................................................................................ 40
Resetting the CMOS Jumper ............................................................................................................. 41
Contacting Customer Support ............................................................................................................ 42
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Index ................................................................................................................................................................... 43
vi ENWW

1 Computer Diagnostic Features
Hewlett-Packard Vision Field Diagnostics
NOTE: HP Vision Field Diagnostics is included on CD with some computer models only.
The Hewlett-Packard Vision Field 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 Vision Field 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 USB
flash drive.
Use HP Vision Field 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.
NOTE: Third party devices may not be detected by HP Vision Field Diagnostics.
Accessing HP Vision Field Diagnostics
To access HP Vision Field Diagnostics, you must create a Recovery Disc Set then boot to the CD
containing the utility. It can also be downloaded from http://www.hp.com and either burned to CD or
installed to a USB flash drive. See Downloading the Latest Version of HP Vision Field Diagnostics
on page 5for more information.
NOTE: HP Vision Field Diagnostics is included as part of the Recovery Disk Set with some computer
models only.
If you have already downloaded HP Vision Field Diagnostics to either CD or USB Flash drive, then begin
the following procedure at step 2.
1. In Windows Explorer, go to C:\SWSetup\ISOs and burn the file Vision Diagnostics.ISO to a CD
or copy it to a USB flash drive.
2. While the computer is on, insert the CD in the Optical Drive or USB flash drive in a USB port on
the computer.
3. Shut down the operating system and turn off the computer.
4. Turn on the computer. The system will boot into HP Vision Field Diagnostics.
NOTE: If the system does not boot to the CD in the optical drive or to the USB flash drive, you
may need to change the boot order in the Computer Setup (F10) utility. Refer to the Computer
Setup (F10) Utility Guide for more information.
ENWW Hewlett-Packard Vision Field Diagnostics 1

5. At the boot menu, select either the HP Vision Field Diagnostics utility to test the various hardware
components in the computer or the HP Memory Test utility to test memory only.
NOTE: The HP Memory Test is a comprehensive memory diagnostic utility that is run as a stand-
alone application, outside of HP Vision Field Diagnostics.
6. If running HP Vision Field Diagnostics, select the appropriate language and click Continue.
7. In the End User License Agreement page, select Agree if you agree with the terms. The HP Vision
Field Diagnostics utility launches with the Survey tab displayed.
Survey Tab
The Survey tab displays important system configuration information.
In the View level field, 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. By default, the View Level is set to
Overview which displays general information about all of the component categories.
In the Category field, you can select the following categories of information to display:
All—Gives a listing of all categories of information about the computer.
Architecture—Provides system BIOS and PCI device information.
Asset Control—Shows product name, system serial number, asset tag and universal unique ID
information.
Audio—Displays information about the audio controllers present in the system, including PCI audio
cards.
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.
Processors—Shows information about the processor(s) installed in the computer, including clock
speeds and cache sizes.
Storage—Shows information about storage media connected to the computer. This list includes all hard
drives and optical drives.
System—Shows information about the computer model, internal fans, chassis, and BIOS.
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.
2 Chapter 1 Computer Diagnostic Features ENWW

There are three types of tests to choose from:
●Quick Test—Provides a predetermined script where a sample of each hardware component is
exercised. You may further modify which of the Quick tests are executed by selecting or deselecting
individual tests in the hardware component check list.
●Complete Test—Provides a predetermined script where each hardware component is fully tested.
You may further modify which of the Complete tests are executed by selecting or deselecting
individual tests in the hardware component check list.
●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.
By default, the three test modes do not display prompts and require no interaction. If errors are found,
they are displayed when testing is complete.
However, for each test type, you may also optionally add interactive tests by clicking the Include
interactive tests box under Test mode. Selecting interactive tests provides the maximum control over
the testing process. The diagnostic software will prompt you for input during tests.
NOTE: Memory can not be tested from within the HP Vision Field Diagnostics application. To test the
memory in your computer, you must exit HP Vision Field Diagnostics, boot to either the CD or USB flash
drive and select HP Memory Test from the boot menu.
To begin testing:
1. Select the Test tab.
2. Select the type of tests you want to run: Quick, Complete, or Custom.
3. Include optional interactive tests by selecting Include interactive tests.
4. 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 want the diagnostic test for a specified time period, enter the amount of time in minutes.
5. Click the Start Test button to start the testing. The Status tab, which allows you to monitor the
progress of the tests, is automatically displayed during the testing process. When the tests are
complete, the Status tab shows whether the devices passed or failed.
6. If errors are found, go to the Errors tab to display detailed information and recommended actions.
Status Tab
The Status tab displays the status of the selected tests. 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.
The Status tab also shows:
●The devices being tested
●The test status (running, waiting, passed, or failed) of each device being tested
●The overall test progress of all devices being tested
●The test progress for each device being tested
●The elapsed test times for each device being tested
History Tab
The History tab contains information on past test executions.
ENWW Hewlett-Packard Vision Field Diagnostics 3

The History Log displays all tests that have been executed, the number of times of execution, the number
of times failed, the date each test was executed, and the time it took to complete each test. The Clear
History button will clear the contents of the History Log.
The contents of the History Log may be saved as a HTML file to USB flash drive by clicking the Save
button.
Errors Tab
The Errors tab displays detailed information about any errors found, as well as any recommended
actions.
The Error Log displays the tests for devices that have failed during the diagnostic testing and includes
the following columns of information.
●The Device section displays the device tested.
●The Test section displays the type of test run.
●The Times Failed is the number of times the device has failed a test.
●The Defect Code provides a numerical code for the failure. The error codes are defined in the Help
tab.
●The Description section describes the error that the diagnostic test found.
●The Reason section describes the likely cause of the error.
●The Recommended Repair will give a recommended action that should be performed to resolve
the failed hardware.
●The Warranty ID is a unique error code associated with the specific error on your computer. When
contacting the HP Support Center for assistance with a hardware failure, please be prepared to
provide the Warranty ID.
The Clear Errors button will clear the contents of the Error Log.
The contents of the Error Log may be saved as a HTML file to USB flash drive by clicking the Save
button.
Help Tab
The Help tab contains a Vision Help section, and a Test Components section. This tab includes search
and index features. You may also review the HP End User License Agreement (EULA), as well as the
HP Vision Field Diagnostic application version information on this tab.
The Vision Help section contains information on the major functions of Hewlett-Packard Vision Field
Diagnostics.
The Test Components section provides a description of each test, as well as the parameters that may
be adjusted when running in Custom test mode.
The Defect codes section contains information on the numerical error code that may appear in the
Errors tab.
The Memory test tab section provides information on the HP Memory Test application that may be
launched from the boot menu.
The HP Support section provides information on obtaining technical support from HP.
4 Chapter 1 Computer Diagnostic Features ENWW

Saving and Printing Information in HP Vision Field Diagnostics
You can save the information displayed in the HP Vision Field Diagnostics Survey, History and
Errors tabs to a USB flash drive. 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 USB flash drive if running HP Vision Field Diagnostics from CD.
2. Click Save in the bottom on any of the Survey, History or Errors tabs. All three log files will be
saved regardless of from which tab the Save button was clicked.
3. Select the drive onto which you will save the log files and click the Save button. Three html files
will be saved to the inserted USB flash drive.
NOTE: Do not remove the USB flash drive until you see a message indicating that the html files
have been written to the media.
4. Print the desired information from the storage device used to save it.
NOTE: To exit HP Vision Field Diagnostics, click the Exit Diagnostics button at the bottom of the
screen. Be sure to remove the USB flash drive or CD from the optical drive.
Downloading the Latest Version of HP Vision Field Diagnostics
1. Go to http://www.hp.com.
2. Click the Software & Drivers link.
3. Select Download drivers and software (and firmware).
4. Enter your product name 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. Click the Hewlett-Packard Vision Field Diagnostics link.
9. Click the Download button.
NOTE: The download includes instructions on how to create the bootable CD or the bootable USB
flash drive.
Protecting the Software
To protect software from loss or damage, you should keep a backup copy of all system software,
applications, and related files stored on the hard drive. See the operating system or backup utility
documentation for instructions on making backup copies of data files.
ENWW Protecting the Software 5

2 Troubleshooting Without Diagnostics
This chapter provides information on how to identify and correct minor problems, such as hard drive,
optical drive, graphics, audio, memory, and software problems. If you encounter problems with the
computer, refer to the tables in this chapter for probable causes and recommended solutions.
Safety and Comfort
WARNING! 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 at http://www.hp.com/
ergo for more information on choosing a workspace and creating a safe and comfortable work
environment. This equipment has been tested and found to comply with the limits for a Class B digital
device, pursuant to Part 15 of the FCC Rules. For more information, refer to the Safety & Regulatory
Information guide.
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 HP diagnostic tool.
●Run the hard drive self-test in Computer Setup. Refer to the Computer Setup (F10) Utility Guide
for more information.
●Listen for beeps from the computer. The beeps are error codes that will help you diagnose the
problem. Refer to Interpreting POST Audible Codes on page 39 for more information.
●If the screen is blank, plug the monitor into a different video port on the computer if one is available.
Or, replace the monitor with a monitor that you know is functioning properly.
●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 http://www.hp.com/support.
●Refer to Helpful Hints on page 7in this guide.
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: http://www.hp.com/go/ispe.
6 Chapter 2 Troubleshooting Without Diagnostics ENWW

Access the Business Support Center (BSC) at http://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, product ID number, and monitor serial number before
calling.
●Spend time troubleshooting the problem with the service technician.
●Remove any hardware that was recently added to your system.
●Remove any software that was recently installed.
NOTE: For sales information and warranty upgrades (Care Packs), 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 that the voltage select switch (some models) is set to the appropriate voltage for your region
(115V or 230V).
●Check that the computer is turned on and the green power light is on.
●Check that the monitor is turned on and the monitor light is on.
●Listen for beeps from the computer. The beeps are error codes that will help you diagnose the
problem. Refer to Interpreting POST Audible Codes on page 39 for more information.
●Turn up the brightness and contrast controls of the monitor if the monitor is dim.
●Press and hold any key. If the system beeps, then 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 suspend 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 computer will
restart if it is set to power on automatically as soon as power is restored 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 on page 25 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 (CD or USB device) from the system before turning it on.
ENWW Helpful Hints 7

●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
(embedded video 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.
CAUTION: 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.
8 Chapter 2 Troubleshooting Without Diagnostics ENWW

Solving General Problems
You may be able to easily resolve the general 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 an authorized dealer or reseller.
WARNING! When the computer is plugged into an AC power source, voltage is always applied to the
system board. To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure
to disconnect the power cord from the wall outlet and allow the internal system components to cool
before touching.
Table 2-1 Solving General Problems
Computer appears locked up and will not turn off when the power button is pressed.
Cause Solution
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.
Computer will not respond to USB keyboard or mouse.
Cause Solution
Computer is in standby mode. To resume from standby mode, press the power button or
press any key.
CAUTION: 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.
System has locked up. Restart computer.
Computer date and time display is incorrect.
Cause Solution
RTC (real-time clock) battery may need to be replaced.
NOTE: Connecting the computer to a live AC outlet prolongs
the life of the RTC battery.
First, reset the date and time under 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 for instructions on installing a new
battery, or contact an authorized dealer or reseller for RTC
battery replacement.
Cursor will not move using the arrow keys on the keypad.
Cause Solution
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.
ENWW Solving General Problems 9

There is no sound or sound volume is too low.
Cause Solution
System volume may be set low or muted. 1. Check the F10 BIOS settings to make sure the internal
system speaker is not muted (this setting does not affect
the external speakers).
2. Make sure the external speakers are properly connected
and powered on and that the speakers' volume control is
set correctly.
3. Use the system volume control available in the operating
system to make sure the speakers are not muted or to
increase the volume.
Cannot remove computer cover or access panel.
Cause Solution
Smart Cover Lock, featured on some computers, is locked. Unlock the Smart Cover Lock using Computer Setup.
The Smart Cover FailSafe Key, a device for manually disabling
the Smart Cover Lock, is available from HP. You will need the
FailSafe Key in case of forgotten password, power loss, or
computer malfunction. Order PN 166527-001 for the wrench-
style key or PN 166527-002 for the screwdriver bit key.
Poor performance is experienced.
Cause Solution
Processor is hot. 1. Make sure airflow to the computer is not blocked. Leave
a 10.2-cm (4-inch) clearance on all vented sides of the
computer and above the monitor to permit the required
airflow.
2. Make sure fans are connected and working properly
(some fans only operate when needed).
3. Make sure the processor heatsink is installed properly.
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 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 virus protection program.
Too many applications running. 1. Close unnecessary applications to free up memory.
2. Add more memory. Some applications run in the
background and can be closed by right-clicking on their
corresponding icons in the task tray. To prevent these
applications from launching at startup, go to Start >
Run (Windows XP) or Start > Accessories > Run
(Windows Vista) and type msconfig. On the Startup tab
of the System Configuration Utility, clear applications that
you do not want to launch automatically.
Table 2-1 Solving General Problems (continued)
10 Chapter 2 Troubleshooting Without Diagnostics ENWW

Poor performance is experienced.
Cause Solution
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.
System does not power on.
Cause Solution
System unable to power on. Press and hold the power button for less than 4 seconds. If the
hard drive LED turns green, then:
1. Check that the voltage selector, located on the rear of the
power supply on some models, is set to the appropriate
voltage. Proper voltage setting depends on your region.
2. Remove the expansion cards one at a time and see if the
system powers on.
3. 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 then:
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.
4. Replace the power button harness.
5. Replace the power supply.
6. Replace the system board.
Table 2-1 Solving General Problems (continued)
ENWW Solving General Problems 11

Solving Power Problems
Common causes and solutions for power problems are listed in the following table.
Table 2-2 Solving Power Problems
Power supply shuts down intermittently.
Cause Solution
Voltage selector switch on rear of computer chassis (some
models) not switched to correct line voltage (115V or 230V).
Select the proper AC voltage using the selector switch.
Power supply will not turn on because of internal power supply
fault.
Contact an authorized service provider to replace the power
supply.
Computer powered off automatically.
Cause Solution
Processor thermal protection activated:
A fan may be blocked or not turning.
OR
The heatsink 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.
3. If fan is plugged in, but is not spinning, then replace the
heatsink/fan assembly.
4. Contact an authorized reseller or service provider.
Power failure (power supply is overloaded). 1. Check that the voltage selector, located on the rear of the
power supply (some models), is set to the appropriate
voltage. Proper voltage setting depends on your region.
2. Open the hood and ensure the power supply cable is
seated into the connector on the system board.
3. Check if a device is causing the problem by removing ALL
attached devices (such as hard drives or optical drives,
and expansion cards). Power on the system. If the system
enters the POST, then power off and replace one device
at a time and repeat this procedure until failure occurs.
Replace the device that is causing the failure. Continue
adding devices one at a time to ensure all devices are
functioning properly.
4. Replace the power supply.
5. Replace the system board.
12 Chapter 2 Troubleshooting Without Diagnostics ENWW

Solving Hard Drive Problems
Table 2-3 Solving Hard Drive Problems
Hard drive error occurs.
Cause Solution
Hard disk has bad sectors or has failed. 1. In Microsoft Windows XP, right-click Start, click
Explore, and select a drive. Select File > Properties >
Tools. Under Error-checking, click Check Now.
In Microsoft Windows Vista, right-click Start, click
Explore, and right-click on a drive. Select
Properties then select the Tools tab. Under Error-
checking click Check Now.
2. Use a utility to locate and block usage of bad sectors. If
necessary, reformat the hard disk.
Disk transaction problem.
Cause Solution
Either the directory structure is bad or there is a problem with
a file.
In Microsoft Windows XP, right-click Start, click Explore, and
select a drive. Select File > Properties > Tools. Under Error-
checking, click Check Now.
In Microsoft Windows Vista, right-click Start, click Explore,
and right-click on a drive. Select Properties then select the
Tools tab. Under Error-checking click Check Now.
Drive not found (identified).
Cause Solution
Cable could be loose. Check cable connections.
The system may not have automatically recognized a newly
installed device.
See reconfiguration directions in the Solving Hardware
Installation Problems on page 25 section. If the system still
does not recognize the new device, check to see if the device
is listed within Computer Setup. If it is listed, the probable
cause is a driver problem. If it is not listed, the probable cause
is a hardware problem.
The device is attached to a SATA port that has been disabled
in Computer Setup.
Run the Computer Setup utility and ensure SATA1
Controller is Enabled in the Advanced menu.
Computer will not boot from hard drive.
Cause Solution
The device is attached to a SATA port that has been disabled
in Computer Setup.
Run the Computer Setup utility and ensure SATA1
Controller is Enabled in the Advanced menu.
Boot order is not correct. Run the Computer Setup utility and change boot sequence in
Boot > Boot Device Priority.
Hard drive is damaged. See the Worldwide Limited Warranty for terms and conditions.
ENWW Solving Hard Drive Problems 13

Computer seems to be locked up.
Cause Solution
Program in use has stopped responding to commands. Attempt the normal Windows “Shut Down” procedure. If this
fails, press the power button for four or more seconds to turn
off the power. To restart the computer, press the power button
again.
Solving Media Card Reader Problems
Table 2-4 Solving Media Card Reader Problems
Media card will not work in a digital camera after formatting it in Microsoft Windows XP or Microsoft Windows Vista.
Cause Solution
By default, Windows XP and Windows Vista will format any
media card with a capacity greater than 32MB with the FAT32
format. Most digital cameras use the FAT (FAT16 & FAT12)
format and can not operate with a FAT32 formatted card.
Either format the media card in the digital camera or select FAT
file system to format the media card in a computer with
Windows XP or Windows Vista.
A write-protected or locked error occurs when attempting to write to the media card.
Cause Solution
Media card is locked. Locking the media card is a safety feature
that prevents writing to and deleting from an SD/Memory Stick/
PRO card.
If using an SD card, make sure that the lock tab located on the
right of the SD card is not in the locked position. If using a
Memory Stick/PRO card, make sure that the lock tab located
on the bottom of the Memory Stick/PRO card is not in the
locked position.
Can not write to the media card.
Cause Solution
The media card is a read-only memory (ROM) card. Check the manufacturer’s documentation included with your
card to see if it writable. Refer to the previous section for a list
of compatible cards.
Media card is locked. Locking the media card is a safety feature
that prevents writing to and deleting from an SD/Memory Stick/
PRO card.
If using an SD card, make sure that the lock tab located on the
right of the SD card is not in the locked position. If using a
Memory Stick/PRO card, make sure that the lock tab located
on the bottom of the Memory Stick/PRO card is not in the
locked position.
Unable to access data on the media card after inserting it into a slot.
Cause Solution
The media card is not inserted properly, is inserted in the wrong
slot, or is not supported.
Ensure that the card is inserted properly with the gold contact
on the correct side. The green LED will light if inserted properly.
Table 2-3 Solving Hard Drive Problems (continued)
14 Chapter 2 Troubleshooting Without Diagnostics ENWW