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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1 Troubleshooting Your PC
If There Is a Keyboard or Mouse Test Error
11 English
If There Is a Keyboard or Mouse Test Error
Problem Check that... How
Power-On-Self-Test displays a
keyboard or mouse test error.
The keyboard and mouse cables are
correctly connected.
•Switch off the PC.
•Plug the cables into the correct connectors on the back of
the PC.
If the keyboard / mouse still do not work
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 as shown below.
.
If the keyboard / mouse still do not work
The keyboard / mouse are working. •Switch off the PC.
•Replace the keyboard / mouse by known good units.
•Switch on the PC, and check it works.
If the keyboard / mouse still do not work
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 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 keyboard/mouse works, contact HP Support or your
authorized dealer for further troubleshooting information.
If the PC boots but you still have a problem...
If the keyboard works under MS-DOS,
check you have correctly configured
the keyboard for Windows.
Run Windows Setup and check you chose the correct keyboard.
(Refer to your Operating System documentation for details.)
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English 12
1 Troubleshooting Your PC
If There Is a Floppy Disk Drive Test Error
If There Is a Floppy Disk Drive Test Error
Problem Check that... How
Power-On-Self-Test
displays floppy drive test
error.
The drive is correctly
configured in the PC’s
Setup program. Refer
to page 26.
•Switch the PC OFF then ON.
•Press Delete or F2 during startup to enter the Setup program.
•Check the floppy disk drive is enabled and the correct type is selected.
If the drive still does not work
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 drive cables are
correctly connected.
•Disconnect the power cord.
•Open the PC.
•Check the slim floppy drive’s ribbon cable is correctly
connected
Refer to the Accessories Guide for more information.
•Close the PC then switch it on and check it works.
The drive cable is
working.
•Disconnect the power cord.
•Open the PC.
•Replace the floppy drive cable by a known good cable from a similar PC (refer
to the Accessories Guide for more information).
•Close the PC then switch it on and check it works.
If the drive still does not work
The floppy is working. Insert a known good floppy disk and see if it works.
The drive is working. •Disconnect the power cord.
•Open the PC.
•Replace the floppy drive by a known good drive from a similar PC (refer to the
Accessories Guide for more information).
•Close the PC then switch it on and check it works.
•If the drive works, replace the defective drive.
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 and drive work.
If the problem persists, contact HP Support or your authorized dealer
Transparent plastic side
facing this way
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1 Troubleshooting Your PC
If There Is a Hard Disk or CD-ROM Drive Test Error
13 English
If There Is a Hard Disk or CD-ROM Drive Test Error
Problem Check that... How
Power-On-Self-Test displays hard
disk or CD-ROM drive test error
The drive is correctly
configured in the PC’s
Setup program. Refer
to page 27.
•Switch the PC OFF then ON.
•Press Delete or F2 during startup to enter the Setup program.
•Check the drive is enabled and the correct type is selected.
If the drive still does not work
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 drive cables are
correctly connected.
•Disconnect the power cord.
•Open the PC.
•Check the drive cables are correctly connected (refer to the Accessories Guide
for more information).
•Close the PC then switch it on and check it works.
The drive cable is
working.
•Disconnect the power cord.
•Open the PC.
•Replace the drive cable by a known good cable from a similar PC (refer to the
Accessories Guide for more information).
•Close the PC then switch it on and check it works.
If the drive still does not work
The drive is working. •Disconnect the power cord.
•Open the PC.
•Replace the drive by a known good drive from a similar PC (refer to the
Accessories Guide for more information).
•Close the PC then switch it on and check it works.
WARNING: To avoid electrical
shock and harm to your eyes by
laser, do not open the laser
module. The laser module should
be serviced by service personnel
only. Do not attempt to make
any adjustment to the laser unit.
Refer to the label on the CD-
ROM for power requirements
and wavelength. This product is
a class 1 laser product.
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 and drive work.
•If the drive 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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English 14
1 Troubleshooting Your PC
If There Is a CMOS Test Error
If There Is a CMOS Test Error
Problem Check that... How
Power-On-Self-Test displays
CMOS 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.
Power is correctly
connected to the
system board.
•Disconnect the power cord.
•Open the PC.
•Check the power connector is correctly
attached to the system board.
•Close the PC, reconnect the power cord and
check that the PC boots (starts).
You may need to restore the default
configuration settings. Refer to page 16
If the PC still has a problem
The internal battery is
working.
•Set the PC to the correct time (refer to the
operating system manual).
•Switch off and unplug the PC for an hour.
•Restart the PC and check the time is
correct.
•If the time is incorrect, replace the PC’s
battery with a new one (refer to page 17).
Check 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 works.
If the problem persists, contact HP Support or your authorized dealer
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1 Troubleshooting Your PC
If There Is a Serial or Parallel Port Test Error
15 English
If There Is a Serial or Parallel Port Test Error
Problem Check that... How
Power-On-Self-Test displays
a port test error.
The port is correctly
configured in the PC’s
Setup program.
•Switch the PC OFF then ON.
•Press Delete or F2 during startup to enter
the Setup program.
•Check the port is enabled and the correct
type is selected.
If the PC still has a problem
All connected devices are
correctly connected and
switched on.
•Switch off the PC.
•Plug the cables into the correct connectors
on the back of the PC.
•Switch on the PC and the external devices.
The correct device drivers
are installed.
Refer to the device documentation.
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 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 works.
•If the port 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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English 16
1 Troubleshooting Your PC
Other Configuration Problems
Other Configuration Problems
Problem Check... How
Power-On-Self-Test
displays an error (one
that is not covered by an
earlier section in this
chapter).
The Setup
program
settings.
1Turn on or restart the PC.
2Press Delete or F2 during startup to enter the Setup program.
If the PC still displays an error
HP NetPC 20 NetVectra N30 NetPC
This means the configuration settings are
corrupted. Restore the default values.
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.
CAUTION for NetVectra
N30 NetPCs only:
If system board switches SW5 and SW6
are set to ON and the PC is restarted,
this will initiate the Boot Recovery
option.
•Turn off the PC and disconnect the
power cord.
•Remove the cover.
•To clear the configuration, set the
system board jumper CMOS_CLR to
.
•To re-enable the configuration, set the
system board jumper CMOS CLR to
.
•Replace the cover, and reconnect the
power cord.
•Switch on the PC. The PC may start
more slowly than usual because it will
load the default configuration values.
•When the HP Logo appears during
startup, press Delete to enter the
Setup program. Update the necessary
fields, such as the date and time, then
press F10 to save and exit the Setup
program. The PC will restart with the
new configuration.
•Turn off the PC and disconnect the
power cord.
•Remove the cover.
•To clear the configuration, set the
system board switch SW5 to ON.
•Replace the cover, and reconnect the
power cord.
•Turn on the PC. This will erase the
CMOS memory.
•Turn off the PC, disconnect the power
cord, and remove the cover.
•To re-enable the configuration, set the
system board switch SW5 to OFF.
•Replace the cover, and reconnect the
power cord.
•Switch on the PC. The PC may start
more slowly than usual because it will
load the default configuration values.
•Press F2 during startup to enter the
Setup program. Update the necessary
fields, such as the date and time, then
press F3 to save and exit the Setup
program. The PC will restart with the
new configuration.
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1 Troubleshooting Your PC
Replacing the Internal Battery
17 English
Replacing the Internal Battery
WARNING 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 the battery only with the same or equivalent type recommended by
the manufacturer. The battery in this PC is a lithium battery which 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, or to the dealer from which you
purchased your PC, or to HP, so that they can either be recycled or disposed
of in an environmentally sound way. Returned used batteries will be accepted
free of charge.
1Remove the PC’s cover.
2Remove the old battery by pressing the clip and then lifting the
battery clear of the battery holder with a screwdriver (note the
position of the cross).
3Place the new battery in the battery holder, with the cross in the
same position as the old battery, and ensure that it is properly
seated.
NOTE You should order replacement battery HP 1420-0356 from your local
Sales and Service office, or a “CR2032 type” battery, which is available
from most local stores.
This picture shows two possible
locations for the internal battery.
Battery clip
Battery clip
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English 18
1 Troubleshooting Your PC
If You Cannot Turn Off Your PC
If You Cannot Turn Off Your PC
Problem Check... How
PC makes a buzzing
or beeping sound
when you press the
power button.
Whether the PC is in
suspend/sleep mode, in which
case a “power off” would risk loss
of information/data.
•Move the mouse or press a key to
try to wake up the PC.
If you cannot wake up the PC, and
you still cannot turn it off using the
power button, unplug the PC from the
power supply.
PC does not make a
buzzing or beeping
sound when you
press the power
button, but you are
still unable to turn it
off.
That you have saved all data and
exited all programs.
•Save all data and exit all programs
(if you can).
•Press the power button and keep
it pressed for 5 seconds. The PC
will turn off.
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1 Troubleshooting Your PC
If You Have Forgotten Your Password
19 English
If You Have Forgotten Your Password
NOTE Use these instructions if the passwords were set with the Setup
program.
Problem Solution
You have forgotten the
User password.
•Switch off the PC.
•Restart the PC. If you are prompted for a password, enter the Supervisor
password.
•Press Delete or F2 during startup to enter the Setup program.
•Enter the Supervisor or Administrator Password to access the Setup program.
•Go to the User Password or Security > User
Password menu.
•Set a new User Password. This will replace the old password
which you had forgotten.
•Press F10 or F3 to save the new Password and exit Setup.
HP NetPC 20 NetVectra N30 NetPC
You have forgotten the
Supervisor or Administrator
password.
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.
CAUTION: CAUTION for
NetVectra N30 NetPCs only:
If system board switches SW5
and SW6 are set to ON and the
PC is restarted, this will
initiate the Boot Recovery
option.
•Switch off the PC and remove the
power cord.
•Remove the computer’s cover.
•Set the system board jumper
CMOS_CLR to .
•Reset the system board jumper
CMOS CLR to .
•Replace the computer’s cover.
•Switch on the PC and allow it to
complete its startup routine.
•When the HP Logo appears during
startup, press Delete to enter the
Setup program.
•Set new User and Supervisor
Passwords.
•Press F10 to save the new
passwords and exit Setup.
•Switch off the PC and remove the
power cord.
•Remove the PC’s cover.
•Set the system board switch SW6
to ON.
•Switch on the PC’s.
•Switch off the PC.
•Reset the system board switch
SW6 to OFF.
•Replace the PC’s cover.
•Switch on the PC and allow it to
complete its startup routine.
•Press F2 during startup to enter the
Setup program.
•Set new User and Supervisor
Passwords.
•Press F3 to save the new
passwords and exit Setup.
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English 20
1 Troubleshooting Your PC
If the Wake On LAN Feature Does Not Work
If the Wake On LAN Feature Does Not Work
Problem Solution
The Wake On LAN feature does not work. •Check that the Wake On LAN or Resume
by LAN field in the Power Management
Setup menu is enabled in the Setup program,
accessed by pressing Delete or F2 during start up.
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