HP Net PC 20 User manual

Troubleshooting Guide
HP NetPC, HP SmallPC
& HP NetVectra
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Notice
The information contained in this document is subject to change
without notice.
Hewlett-Packard makes no warranty of any kind with regard to this
material, including, but not limited to, the implied warranties of
merchantability and fitness for a particular purpose. Hewlett-Packard
shall not be liable for errors contained herein or for incidental or
consequential damages in connection with the furnishing, performance,
or use of this material.
This document contains proprietary information that is protected by
copyright. All rights are reserved. No part of this document may be
photocopied, reproduced, or translated to another language without the
prior written consent of Hewlett-Packard Company.
Matrox®is a registered trademark of Matrox Graphics Inc.
AdobeTM and AcrobatTM are trademarks of Adobe Systems Incorporated.
Microsoft®, MS®, MS-DOS®, Windows and Windows NT® are U.S.
registered trademarks of Microsoft Corporation.
Hewlett-Packard France
Thin Client Operation
38053 Grenoble Cedex 9
France
1999 Hewlett-Packard Company
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English iii
Who this Manual is For
This manual is for anyone who wants to troubleshoot problems on their
HP NetPC, SmallPC and NetVectra PC and find out where to get more
information and support.
Important Ergonomic Information
It is strongly recommended that you read the ergonomic information
before using your PC. To view this information you can connect to HP’s
ergonomic web site at http://www.hp.com/ergo.
Important Safety Information
WARNING For your safety, never remove the PC's cover without first removing the power
cord and any connection to a telecommunication network. Always replace the
cover before switching the PC on again.
There is a danger of explosion if the battery is incorrectly installed. For your
safety, never attempt to recharge, disassemble, or burn the old battery.
Replace only with the same or equivalent type recommended by the
manufacturer. The battery in this PC is a lithium battery that does not contain
heavy metals. Nevertheless, in order to protect the environment, do not
dispose of batteries in household waste. Please return used batteries to the
shop from which you bought them, to the dealer from whom you purchased
your PC, or to HP so they can either be recycled or disposed of in a sound way.
Returned used 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
at the network interface. Use caution when installing or modifying telephone
lines. Avoid using a telephone (other than a cordless type) during an 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.
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Contents
English
iv
Problems with Your PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
If There Is No Power . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
If There Is Nothing Displayed on the Screen . . . . . . . . . . . . . . 9
If There Is a Memory Test Error . . . . . . . . . . . . . . . . . . . . . . . 10
If There Is a Keyboard or Mouse Test Error . . . . . . . . . . . . . 11
If There Is a Floppy Disk Drive Test Error . . . . . . . . . . . . . . 12
If There Is a Hard Disk or CD-ROM Drive Test Error . . . . . . 13
If There Is a CMOS Test Error . . . . . . . . . . . . . . . . . . . . . . . . 14
If There Is a Serial or Parallel Port Test Error . . . . . . . . . . . 15
Other Configuration Problems . . . . . . . . . . . . . . . . . . . . . . . . 16
Replacing the Internal Battery . . . . . . . . . . . . . . . . . . . . . . . . 17
If You Cannot Turn Off Your PC . . . . . . . . . . . . . . . . . . . . . . . 18
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English v
If You Have Forgotten Your Password . . . . . . . . . . . . . . . . . . .19
If the Wake On LAN Feature Does Not Work . . . . . . . . . . . . . 20
If There Is an IRQ Problem . . . . . . . . . . . . . . . . . . . . . . . . . . . .21
If Your PC Has an Audio (Sound) Problem . . . . . . . . . . . . . . .22
If Your PC Has a Software Problem . . . . . . . . . . . . . . . . . . . . .23
Recovering Hard Disk Contents . . . . . . . . . . . . . . . . . . . . . . . . 24
HP Setup Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Further Troubleshooting for Hardware Problems . . . . . . . . . 26
Hewlett Packard Support and Information Services . . . . . . . 30
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1
Troubleshooting Your PC
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1 Troubleshooting Your PC
Problems with Your PC
7English
Problems with Your PC
Problem Cause and Solution
If there is no power Refer to page 8
If there is nothing displayed on the screen Refer to page 9
If there is a memory test error Refer to page 10
If there is a keyboard or mouse test error Refer to page 11
If there is a floppy disk drive test error Refer to page 12
If there is a hard disk or CD-ROM drive test error Refer to page 13
If there is a CMOS test error Refer to page 14
If there is a serial or parallel port test error Refer to page 15
Other configuration problems Refer to page 16
You cannot turn off the PC The PC is frozen in power
saving mode
Refer to
page 18
You have forgotten your password Refer to page 19
The Wake On LAN feature does not work Refer to page 20
There is an IRQ problem when you install an accessory board The IRQ used by the
accessory board is
conflicting with the IRQ used
by another device
Refer to
page 21
The PC has an audio problem Refer to page 22
The PC has a software problem Refer to page 23
You want to recover the contents of your hard disk Refer to page 24
You want to verify your PC’s configuration Refer to page 25
You want to solve problems with your disk drives and accessory
boards
Refer to page 26
You want to know how to get more information and support Refer to page 30
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English 8
1 Troubleshooting Your PC
If There Is No Power
If There Is No Power
Problem Check that... How
PC does not start – the
PC’s power-on indicator
is not illuminated.
The PC’s power cord is
correctly connected.
Connect the power cord to a grounded
power outlet and the PC.
The PC’s power outlet is
working.
Plug a light into the grounded power outlet
and check it illuminates.
If the PC still does not start
WARNING: For your
safety, never remove
the PC’s cover without
first removing the
power cord from the
power outlet, and any
connection to a
telecommunication
network. Always
replace the cover
before switching the
PC on again.
None of the internal
devices are causing the
problem.
•Disconnect the PC’s power cord.
•Open the PC.
•Remove internal power connectors from
all internal devices.
•Reconnect the PC’s power cord.
•Reconnect the power connectors one by
one to the internal devices to see which
device is defective.
•Contact HP Support or your authorized
dealer.
If the PC still does not start
WARNING: To avoid
electric shock, do not
open the power
supply. There are no
user serviceable parts
inside.
It is not the power
supply unit that is
causing the problem.
•Replace the power supply unit by a
known working power supply from
another similar PC.
•If the PC 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
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1 Troubleshooting Your PC
If There Is Nothing Displayed on the Screen
9English
If There Is Nothing Displayed on the Screen
Problem Check that... How
PC’s power indicator
light and hard disk
activity light work but
the screen remains
blank.
The monitor is switched
ON (LED is on).
Refer to the monitor manual for an explanation of the LED
signals (green, orange, or blinking).
The monitor’s power
cord is correctly
connected.
Connect the power cord – ensure it 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 it
illuminates.
If the monitor still does not work
The monitor’s
brightness and contrast
settings are correct.
Refer to the monitor manual if necessary.
If the monitor still does not work
The video cable pins are
not damaged.
•Switch off and unplug the monitor.
•Disconnect the video cable and straighten any bent pins.
•Reconnect the video cable.
•Switch on the monitor and see if it works.
If the monitor still does not work
The monitor itself is not
faulty.
•Replace the monitor by a known working monitor from
another similar PC.
•If the monitor starts, contact HP Support or your
authorized dealer. The monitor may need to be replaced.
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English 10
1 Troubleshooting Your PC
If There Is a Memory Test Error
If There Is a Memory Test Error
Problem Check that... How
Power-On-Self-Test displays a
memory test error.
WARNING: For your safety,
never remove the PC’s cover
without first removing the
power cord from the power
outlet, and any connection to
a telecommunication
network. Always replace the
cover before switching the PC
on again.
The PC’s memory
modules are correctly
installed.
•Disconnect the power cord.
•Open the PC.
•Check the memory modules are of the
correct type and in the correct sockets.
•Close the PC, reconnect the power cord
and check that the PC boots (starts).
•Refer to the Accessories Guide for more
information.
If the PC still does not boot
The PC’s memory
modules are working.
•Disconnect the power cord.
•Open the PC.
•Replace the memory modules by known
good memory modules from a similar
PC.
•Close the PC, reconnect the power cord
and check that the PC boots (starts).
•Refer to the Accessories Guide for more
information.
If the PC still does not boot
The system board is
working.
•Disconnect the power cord.
•Open the PC.
•Replace the system board by a known
good board from a similar PC.
•Close the PC, reconnect the power cord
and check that the PC boots (starts).
•If the PC works, contact HP Support or
your authorized dealer for further
troubleshooting information.
If the problem persists, contact HP Support or your authorized dealer
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