HP KAYAK XM600 User manual

HP Kayak XM600 Desktop
Troubleshooting Guide

HP Kayak XM600 Series 2
and HP Kayak XM600
This User’s Guide covers the HP Kayak XM600
Series 2, equipped with socket-mounted processors.
These PCs carry the model number P2190N and higher.
A separate User’s Manual is available for the HP Kayak
XM600, equipped with slot-mounted processors.
Each PC has a Support Label on its outer case clearly
identifying the series to which it belongs. When looking
at the PC from the front, the label is located on the right-
hand side-panel, close to the bottom of the panel.
The Support Label states the Model, the Model Number
and the Serial Number. The label includes the following
information:
HP Kayak XM600
These PCs carry the model numbers Dxxxx (all) and
Pxxxx up to P2189N.
or
HP Kayak XM600 Series 2
These PC carry the model numbers P2190N and higher.

iii
Contents
Your PC Workstation does not start correctly,
or does not start at all. Refer to page 7.
For example, the monitor is blank, error messages during boot,
beep codes emitted.
Your PC Workstation starts normally, but you are
having problems configuring. Refer to page 17.
For example, hardware not detected, mouse doesn’t work properly,
no sound from speakers.
Troubleshooting your PC Workstation
using HP DiagTools. Refer to page 37.
You can diagnose hardware-related problems, test
individual hardware components and check hardware configuration.
Recovering hard disk drive contents with the
recovery CD-ROM. Refer to page 45.
You can restore the preloaded operating system,
drivers, utilities and software.
Other useful sources of information. Refer to page 47.
How to obtain the latest drivers, software utilities and BIOS updates.
Also details on how to download documentation
corresponding to your PC Workstation.
Contacting HP Support Services. Refer to page 48.
Details the type of information you should prepare before
contacting HP Support for assistance.

iv Francais
Notice
The information contained in this document is subject to change
without notice.
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merchantability and fitness for a particular purpose. Hewlett-Packard
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2000 Hewlett-Packard Company

5
Introduction
Introduction
This manual is for anyone who wants to:
•Troubleshoot problems on the PC Workstation
•Find out where to get more information and support.
For information about setting up and using your PC Workstation, refer
to the User’s Guide on the Information CD-ROM that came with your
PC Workstation. It is also available on HP’s web site at:
www.hp.com/go/kayaksupport.
Important Warnings
Removing and Replacing the Cover
WARNING For your safety, never remove the PC Workstation’s cover without first
removing the power cord from the power outlet and any connection to a
telecommunications network. Always replace the cover before switching the
PC Workstation on again.
Safety Information
WARNING There is a danger of explosion if the battery is incorrectly installed. For your
safety, never attempt to recharge, disassemble, or burn an old battery. Only
replace the battery with the same or equivalent type, as recommended by the
manufacturer. The battery in this PC is a lithium battery which does not
contain any heavy metals. Nevertheless, in order to protect the environment,
do not dispose of batteries in household waste. Please return used batteries
either to the shop from which you bought them, to the dealer from whom you
purchased your PC, or to HP so that they can either be recycled or disposed
of in the correct way . Returned batteries will be accepted free of charge.
If you have a modem:
Do not attempt to connect this product to the phone line during a lightning
storm. Never install telephone jacks in wet locations unless the telephone line
has been disconnected at the network interface. Never touch uninsulated
telephone wires or terminals unless the telephone line has been disconnected

Introduction
6
at the network interface. Use caution when installing or modifying telephone
lines. Avoid using a telephone (other than a cordless type) during a lightning
storm. There may be a risk from lightning.
Do not use the telephone to report a gas leak in the vicinity of the leak.
Never touch or remove the communications board without first removing the
connection to the telephone network.

Your PC Workstation Does Not Start Correctly
Symptom Type of Problem
Case 1
When the power button is pressed, the PC
Workstation shows no sign of activity at all:
•PC Workstation may not be correctly
connected to the power supply.
Refer to page 9.
•Monitor is blank.
•No hard disk drive or fan noise.
•Status LED does not light up.
Case 2
When the power button is pressed, the PC
Workstation appears to boot, but monitor remains
blank:
•Monitor may be badly connected or not
switched on.
Refer to page 10.
•Hard disk drive and fan can be heard.
•Status LED is GREEN.
Case 3
When the power button is pressed, the PC
Workstation does not boot:
•HP MaxiLife has detected a hardware
configuration error. A component may be
badly connected inside the PC Workstation.
Refer to page 12.
•Hard disk drive and/or fan can be heard.
•Monitor remains blank.
•Status LED is RED.
•Beep code is emitted.
Case 4
When the power button is pressed, the PC
Workstation starts to boot and there is activity on
the monitor:
•Configuration error has been detected. Refer to page 14.
•Boot process fails with an error message.
•Status LED is RED.
Case 5
When the power button is pressed, the PC
Workstation starts to boot and there is initially
some activity on the monitor, but then:
•Screen becomes blank.
or
•Image is corrupt.
•Video card may be improperly installed or
incorrectly configured.
•Hard disk drive failure or not accessible.
Refer to page 16.

8
Helpful Information
EMU (Error Message Utility) Description. Refer to page 14.
Beep Code Table Refer to page 12.
Troubleshooting BIOS Problems:
•Updating the BIOS. Refer to page 28.
•Restoring BIOS Default Settings. Refer to page 28.
•Clearing the CMOS. Refer to page 29.
•Recovering the BIOS (Crisis Mode). Refer to page 30.
System Board Switches. Refer to page 31.
Using the HP Setup Program. Refer to page 32.
Troubleshooting Hardware With HP e-DiagTools. Refer to page 37.

9
Case 1 — If There Is No Activity At All
Case 1 — If There Is No Activity At All
When the power button is pressed, the PC Workstation shows no sign
of activity at all. The monitor is blank, there is no sound from the hard
disk drive or fan, or the status LED does not light up.
•Monitor is blank.
•No hard disk drive or fan noise.
•Status LED does not light up.
NOTE Before removing the cover, always switch off the display and PC Workstation.
Disconnect the power cord and any accessory cables. When checks have been
completed, close the PC Workstation and reconnect the power cord and accessory
cables. Verify that the PC Workstation boots correctly.
Symptom... Check that... How...
PC Workstation does not start –
the status LED indicator is not
illuminated.
The power cord is correctly connected. Connect the power cord to a grounded power outlet and the
PC Workstation.
The power outlet is working. Plug a light into the grounded power outlet and check it
comes on.
The voltage switch is correctly set (located
on the rear of the PC Workstation).
1Disconnect the power cord.
2Select the correct setting.
3Reconnect the power cord.
4Start the PC Workstation.
If the PC Workstation still does not start
Check that... How...
None of the internal devices are causing the
problem.
1Remove internal power connectors from all internal
devices (except for the system board).
2Reconnect the power cord.
3Reconnect the power connectors one by one to the internal
devices to see if a device is defective.
4If a device is found to be defective, contact HP Support or
your authorized dealer.
If the PC Workstation still does not start
Check that... How...
There is not a problem with the power
supply unit.
1Replace the power supply unit by a known working power
supply from the same model of PC.
2If the PC Workstation starts, contact HP Support or your
authorized dealer. The power supply unit might need
replacing.
If the problem persists, contact HP Support or your authorized dealer

Case 2 — Monitor Is Blank
10
Case 2 — Monitor Is Blank
When the power button is pressed, the PC Workstation appears to
boot (sound from the hard disk drive and fan, and status LED is
green), but the monitor is blank.
•Hard disk drive and fan can be heard.
•Status LED is GREEN.
Press the power button and keep it pressed for about 5 seconds. The
PC Workstation will turn off.
NOTE Before removing the cover, always switch off the display and PC Workstation.
Disconnect the power cord and any accessory cables. When checks have been
completed, close the PC Workstation and reconnect the power cord and accessory
cables. Verify that the PC Workstation boots correctly.
Symptom... Check that... How...
Power indicator light and hard
disk activity light work but the
screen remains blank.
The display is switched ON (LED is on). Refer to the monitor manual for an explanation of the LEDs.
The monitor’s power cord is correctly
connected.
Ensure the power cord is plugged into a grounded power outlet
and into the monitor.
The monitor’s power outlet is working. Plug a light into the grounded power outlet and check that it
comes on.
If the monitor is still blank
Check that... How...
The monitor’s brightness and contrast
settings are correct.
Refer to the monitor manual if necessary.
The monitor itself is not faulty. 1Replace the monitor by a known working monitor from the
same model of PC Workstation.
2If the monitor starts, contact HP Support or your authorized
dealer. The monitor may need to be replaced.
The video cable pins are not damaged. 1Switch off and unplug the monitor.
2Disconnect the video cable and straighten any bent pins.
3Reconnect the video cable.
4Switch on the monitor and see if it works.
You may need to update the Basic Input Output System (BIOS). The BIOS may be corrupt. Refer to page 30 for instructions on
how to recover the BIOS.
Case 2 — Monitor Is Blank is continued on the next page ➩

11
Case 2 — Monitor Is Blank
NOTE If the monitor goes blank or becomes corrupt during a Windows boot, refer to “Case 5
— Screen Goes Blank or Corrupt Image” on page 16.
Dual monitor or multi-monitor configuration problem
If you have a dual monitor video card
installed, but only one monitor, check that
it is connected to Output 1.
•The outputs are labelled on the video card.
If you have two or more video cards
installed, but only one monitor, check that
the monitor is connected to the correct
output.
•Plug the monitor in the video output on the second video
card.
One monitor is blank. Multi-monitor configuration and resolution
have been correctly defined.
1Access Display Properties through Start, Settings,
Control Panel.
2Select the multi-monitor option and configure for the required
number of monitors and resolution.
NOTE
For the Matrox G400 dual monitor graphics card, the
multi-monitor setting is only available if both monitors are
connected to the PC and switched on before the PC is
switched on.
Symptom... Check that... How...

Case 3 — Boot Process Fails and Monitor is Blank
12
Case 3 — Boot Process Fails and Monitor is Blank
When the power button is pressed, the hard disk drive or fan can be
heard, but the PC Workstation does not boot. The monitor remains
blank and the status LED is red. HP MaxiLife has detected a hardware
error.
•Hard disk drive and/or fan can be heard.
•Monitor remains blank.
•Status LED is RED.
•Beep code is emitted.
NOTE Before removing the cover, always switch off the display and PC Workstation.
Disconnect the power cord and any accessory cables. When checks have been
completed, close the PC Workstation and reconnect the power cord and accessory
cables. Verify that the PC Workstation boots correctly.
When your PC starts up, its BIOS performs a Power-on Self Test
(POST) to test your hardware configuration for any problems. If a
problem is detected during the POST, an error is displayed on your
PC’s monitor.
If, however, your PC is unable to display an error message (for
example, when you graphics controller has failed), it will emit a
buzzing sound. Immediately after the buzzing sound, a series of beeps
is emitted.
If you hear a series of beeps, you should count them as this will help
you detect the cause of the problem.
Beep Code Cause... Check that...
1 beep Processor absent, not correctly connected or
ZIP socket not closed
•Processor is correctly connected and ZIP socket
is closed.
•Processor socket 2 contains a terminator if it is
unused.
2 beeps Power supply is in protected mode •Power cables inside the PC are correctly
connected.

13
Case 3 — Boot Process Fails and Monitor is Blank
If You Miss the Beep Code
If you miss the beep code, turn off the PC by pressing the on/off power
button for five seconds or more, then listen for the signal again.
3 beeps No memory, bad memory modules,
incompatible memory module
•Memory module is correctly seated in socket 1
(nearest processor).
•If unused, memory socket 2 contains an
RDRAM continuity module.
4 beeps Graphics card problem •Video card installed.
•Video card seated correctly in the AGP
connector.
5 beeps PnP/PCI initialization problem •PCI cards are correctly inserted in their slots.
•You can try removing a PCI card to see if it is
causing the problem.
6 beeps Corrupted BIOS. You need to activate crisis recovery procedure
(refer to page 30).
7 beeps Defective system board
Beep Code Cause... Check that...

Case 4 — Boot Process Fails and Error Message Displayed on Screen
14
Case 4 — Boot Process Fails and Error Message
Displayed on Screen
When the power button is pressed, the PC Workstation starts to boot
and there is activity on the monitor, but the boot process then fails with
an error message. Status LED flashes red. A beep code may be emitted.
A configuration error has been detected.
•Boot process fails with an error message.
•Status LED is RED.
NOTE Before removing the cover, switch off the display and PC Workstation by pressing the
power-off button for five or six seconds. Disconnect the power cord and any accessory
cables. When checks have been completed, close the PC Workstation and reconnect
the power cord and accessory cables. Verify that the PC Workstation boots correctly.
Error Message Utility (EMU)
In the event of an error generated in POST (Power-On-Self-Test)
during the boot process, there are two beeps, then the Error Setup
Manager gives access to one or more detected errors. Each EMU error
is displayed as a 4-digit code with an associated text message on the
monitor screen.
Further details can be accessed by pressing ENTER. A detailed
description of the reason for the failure and how to solve the problem is
displayed. The following examples give the different types of error
categories.
Category #1: If an error can be bypassed with <F1> or solved through Setup, the POST should prompt:
ERROR
0070 CPU Terminator Card Error
Press <Enter> to view more information about error
<F1= Continue>, <F2= Setup>

15
Case 4 — Boot Process Fails and Error Message Displayed on Screen
Category #2: If the error is only a warning (i.e. key stuck), the POST should prompt:
WARNING1
1. After a timeout period of five seconds without any intervention, the system resumes to boot.
00100 Keyboard Error
Category #3: If the error is serious, the POST should prompt:
00xx The BIOS has detected a serious problem that prevents your PC from booting
Press <Enter> to view more information about error

Case 5 — Screen Goes Blank or Corrupt Image
16
Case 5 — Screen Goes Blank or Corrupt Image
When the power button is pressed, the PC Workstation starts to boot
and there is initially some activity on the monitor, but then the screen
goes blank or the image is corrupt.
•Screen becomes blank.
or
•Image is corrupt.
NOTE Before removing the cover, always switch off the display and PC Workstation.
Disconnect the power cord and any accessory cables. When checks have been
completed, close the PC Workstation and reconnect the power cord and accessory
cables. Verify that the PC Workstation boots correctly.
Symptom.... Check that... How...
PC Workstation boots correctly,
but when the operating system
starts loading, the screen goes
blank or image is corrupt.
The monitor supports the resolution and
selected refresh rate. This type of problem
can occur if the PC Workstation is
configured using one monitor, then
swapped with another one.
1Reboot the PC Workstation in VGA mode. Then, access
Display Properties through Start, Settings, Control
Panel.
2Change the display resolution and refresh values to settings
that can be handled by your monitor.
If the screen is still blank or corrupt
Check that... How...
The video card is correctly inserted in the
socket on the system board.
1Follow the instructions indicated in the above Note about
removing the cover and switching off the PC Workstation.
2Remove the AGP card, then carefully re-insert it into the
socket.
3Replace the cover and reconnect the power cord and
accessory cables. Verify that the PC Workstation boots
correctly.
Hard disk drive is correctly configured and
cables are connected.
Refer to page 22 for further help, if required.
Hard disk drive is accessible. Refer to page 37 for instructions about troubleshooting using HP
e-DiagTools.
If the screen is still blank or corrupt
Check that... How...
The video driver is not corrupted or
incorrectly installed.
Install the latest driver for the video card.
This can be downloaded from the Kayak Support website:
www.hp.com/go/kayaksupport, then HP Kayak
XM600 PC Workstation.

Configuration Problems
If your PC Workstation boots normally, but you are having problems
configuring different parts of your PC Workstation.
Symptom Type of Problem
PC Workstation starts to boot, but a POST (Power-
On Self-Test) error message is displayed on the
screen.
•CMOS test error. Refer to page 19.
•Keyboard or mouse are not working correctly. Refer to page 20.
•Floppy disk drive LED does not appear. Refer to page 21.
•Hard disk drive, DVD, CD-RW or CD-ROM drive are
not accessible.
Refer to page 22.
•Serial or Parallel ports are incorrectly configured.
•Devices are not cabled correctly.
•Device drivers missing or incorrectly installed.
Refer to page 23.
You cannot turn off the PC Workstation. Refer to page 24.
Your PC Workstation has a software problem. •Software application will not run.
•Date and time are wrong.
Refer to page 25.
Your PC Workstation repeatedly loses its configuration settings. Refer to page 26.
You have problems using the Euro Symbol Refer to page 27.

Configuration Problems
18
Helpful Information
Troubleshooting BIOS Problems:
•Updating the BIOS. Refer to page 28.
•Restoring the BIOS Default Settings. Refer to page 28.
•Clearing the CMOS. Refer to page 29.
•Recovering the BIOS (Crisis Mode). Refer to page 30.
System Board Switches. Refer to page 31.
Using the HP Setup Program. Refer to page 32.
Troubleshooting Drives With a Problem:
•Hard Disk Drive. Refer to page 33.
•CD-ROM, DVD or CD-RW Drives. Refer to page 34.
Troubleshooting Hardware With HP e-DiagTools. Refer to page 37.
Recovering Hard Disk Drive Contents. Refer to page 45.

19
Configuration Problems
If There Is a CMOS Test Error
If There Is a CMOS Test Error
NOTE Before removing the cover, always switch off the display and PC Workstation.
Disconnect the power cord and any accessory cables. When checks have been
completed, close the PC Workstation and reconnect the power cord and accessory
cables. Verify that the PC Workstation boots correctly.
Symptom... Check that... How...
POST displays CMOS test error.
CMOS is a chip that keeps a
record of installed components
when the PC Workstation is
turned off.
The internal battery is working. 1Set the PC Workstation to the correct time (refer to the
operating system manual).
2Switch off and unplug the PC Workstation for an hour.
3Restart the PC Workstation and check the time is correct.
4If the time is incorrect, replace the battery by a new one.
Refer to Chapter 2 of your PC Workstation User’s Guide.
You have the latest BIOS version. If you need to update, download the latest BIOS version from
the Kayak Support website:
www.hp.com/go/kayaksupport, then HP Kayak
XM600 PC Workstation.
The system board is working. Replace the system board by a known working board from the
same model of PC Workstation.
If the problem persists, contact HP Support or your authorized dealer

Configuration Problems
If There Is a Keyboard Test Error
20
If There Is a Keyboard Test Error
NOTE Before removing the cover, always switch off the display and PC Workstation.
Disconnect the power cord and any accessory cables. When checks have been
completed, close the PC Workstation and reconnect the power cord and accessory
cables. Verify that the PC Workstation boots correctly.
Symptom... Check that... How...
POST displays a keyboard
test error.
The keyboard and mouse cables are
correctly connected.
Plug the cables into the correct connectors on the back of the PC
Workstation. These connectors are easily identified by their color coded
icon.
The keyboard is clean and no keys are
stuck down.
The mouse is clean.
•Check all keys are at the same height, and none are stuck
(keyboard).
•Clean the mouse ball and sensors.
The keyboard/mouse are working Replace the keyboard/mouse by known working units.
If the PC Workstation boots but you still have a problem...
You may need to update the Basic Input Output System (BIOS). Create a bootable floppy to update the BIOS. Refer to page 28.
If the keyboard/mouse still does not work
Check that... If not...
The system board is working. There is a possible problem with the system board. Contact HP Support
or your authorized dealer.
If the problem persists, contact HP Support or your authorized dealer