HP TouchSmart dx9000 Operating manual

Troubleshooting and Maintenance Guide

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Table of Contents iii
Table of Contents
Maintenance............................................................................................1
Creating Data Backup Discs ....................................................................................1
Creating System Recovery Discs ...............................................................................1
Removing Unused Programs.....................................................................................1
Running the Disk Cleanup Program...........................................................................2
Running Disk Cleanup manually ..........................................................................2
Scheduling Disk Cleanup to run automatically .......................................................2
Running the Disk Defragmenter Program....................................................................3
Checking for Hard Disk Drive Errors .........................................................................4
Understanding Hard Disk Drive Space ......................................................................4
Recommended Maintenance Schedule ......................................................................5
Troubleshooting Computer Problems ........................................................7
Audio ...................................................................................................................8
CD and DVD Drives................................................................................................9
Video..................................................................................................................11
Display (Monitor)..................................................................................................11
Hard Disk Drive....................................................................................................12
Hardware Installation............................................................................................12
Internet Access .....................................................................................................14
Keyboard and Mouse ...........................................................................................16
Power .................................................................................................................17
Performance ........................................................................................................18
Miscellaneous ......................................................................................................20
Repairing Software Problems ................................................................21
Software Repair Overview.....................................................................................21
Restarting Your Computer ......................................................................................22
Turning Off Your Computer....................................................................................22
Updating Drivers ..................................................................................................22
Microsoft System Restore .......................................................................................23
Software Program and Hardware Driver Reinstallation ..............................................24

iv Troubleshooting and Maintenance Guide
System Recovery ..................................................................................................25
Creating Recovery Discs........................................................................................25
Choosing Recovery Disc Media.........................................................................26
System Recovery Options ......................................................................................26
Running System Recovery from the Hard Disk Drive .............................................26
Starting System Recovery from the Windows Vista Start menu ...............................27
Starting System Recovery from system startup ......................................................27

Maintenance 1
Maintenance
This section includes information about tasks you can perform to help ensure the trouble-
free operation of your computer, and to ease the recovery of important information on
your computer should problems arise in the future.
Creating Data Backup Discs
You can use the CD or DVD burning software included on your computer to create backup
discs of important information including personal files, e-mail messages, and Web site
bookmarks.
When writing data to a backup disc, you should use software that includes write
verification functionality. This verification feature compares the data on your hard disk
drive with the data copied to the disc to ensure it is an exact copy. Depending on your disc
burning software, you may need to manually enable this feature.
Creating System Recovery Discs
This is a one-time step that you should perform while your computer is working properly. If
you later encounter problems with your computer, you can restore it to its original factory
settings using the System Recovery discs that you create.
Before creating recovery discs, read “System Recovery” on page 25, and then create the
discs as described in “Creating Recovery Discs” on page 25.
Removing Unused Programs
1Click the Windows Start Button®, and then click Control Panel.
2Click Uninstall a program. The Programs and Features window opens.
3Select the program you want to remove, and click Uninstall.
4Follow the onscreen instructions.
NOTE: Some programs have their own uninstall features. If you cannot uninstall a
program from the Control Panel, refer to the program documentation or Help.

2Troubleshooting and Maintenance Guide
Running the Disk Cleanup Program
The Disk Cleanup program frees up space on your hard disk drive by removing temporary
and unused files (including Temporary Internet Files and files in the Recycle Bin). You can
run Disk Cleanup manually, or you can set it up to run automatically.
Running Disk Cleanup manually
1Click the Windows Start Button, All Programs, Accessories, System Tools,
and then click Disk Cleanup.
Disk Cleanup searches for files to delete and calculates how much disk space can be
saved.
2Choose the files to delete by placing a check mark in the check box next to the file
types listed.
3Click OK, and then click Delete Files to finish deleting the selected files.
Scheduling Disk Cleanup to run automatically
1Click the Windows Start Button, All Programs, Accessories, System Tools,
and then click Task Scheduler.
2Click Action, and then click Create Basic Task.
3Type a name for the task and an optional description, and then click Next.
4Select the reoccurrence, and click Next.
5Select the time to run Disk Cleanup and click Next. Disk Cleanup may take a long
time, so select a time when the computer is on but not in use.
6Select Start a program and click Next.
7Under Program/Script, click Browse.
8Type cleanmgr.exe and click Open.
9Review the summary of the schedule you have set. When done, click Finish.
Disk Cleanup runs at the time you have set.

Maintenance 3
Running the Disk Defragmenter Program
When Microsoft® Windows Vista™ stores files on your hard disk drive, it often divides
them into multiple pieces (or fragments) so they fit into available space on the drive. When
you attempt to open a fragmented file, it must be retrieved from more than one place, so
the process takes more time.
The Disk Defragmenter program groups the fragmented files together on your hard disk
drive to improve computer performance. This does not affect the location of files and
folders on your computer.
1Save your work and close all open programs.
2Press the Ctrl key, the Alt key, and the Delete key at the same time.
3Click Start Task Manager.
4On the Applications tab, select all the programs that are listed, and then click
End Task. Close the Task Manager.
5Click the Windows Start Button, choose All Programs, Accessories,System
Tools, and then click Disk Defragmenter.
6Click Defragment Now.
If Disk Defragmenter repeatedly starts, a hidden background program is still accessing the
hard disk drive. Restart the computer and run the Disk Defragmenter program again:
1Click the Windows Start Button, click the arrow next to the
Lock button, and then click Restart.
2After Windows Vista starts, use the previous procedure to run the
Disk Defragmenter program.
NOTE: The Disk Defragmenter program may take a long time to complete. You can run it
unattended overnight.

4Troubleshooting and Maintenance Guide
Checking for Hard Disk Drive Errors
Perform the following procedure to check the integrity of the hard disk drive in Windows
Vista. Close all open programs before beginning the disk check.
1Click the Windows Start Button, and then click Computer.
2In the window that opens, right-click the hard disk drive that you want to check, and
click Properties.
3In the Properties window, click the Tools tab.
4Under Error-checking, click Check Now.
5If desired, click the check box next to Automatically fix file system errors and
Scan for and attempt recovery of bad sectors.
6Click Start. If prompted to restart, click Yes to restart the computer.
Understanding Hard Disk Drive Space
Hewlett-Packard and Compaq computers with the Windows Vista operating system
preinstalled may appear to have a hard disk drive smaller than what is stated in the
product specifications, in the documentation, or on the box. Hard disk drives are
described and advertised by manufacturers in terms of decimal (base 10) capacity.
Windows Vista and other programs, such as FDISK, use the binary (base 2) numbering
system.
In decimal notation, one megabyte (MB) is equal to 1,000,000 bytes, and one gigabyte
(GB) is equal to 1,000,000,000 bytes. In the binary numbering system, one megabyte is
equal to 1,048,576 bytes, and one gigabyte is equal to 1,073,741,824 bytes. Because
of the different measuring systems, you may see a difference between the size reported by
Windows Vista and the size advertised. The storage capacity of the hard disk drive is as
advertised.
Windows Vista reports smaller capacity in the Windows Explorer tool and in the Computer
window because it shows information about one partition on the hard disk drive at a time.
The first partition contains the System Recovery information.

Maintenance 5
Recommended Maintenance Schedule
Daily Weekly Monthly Quarterly (seasonally)
Manage e-mail
Delete e-mail from
unknown sources.
Do not open
untrusted
attachments.
Organize e-mail.
Protect against
viruses, adware,
and spyware
Update definition
files or schedule a
weekly automatic
update.
Run a full virus,
adware, and
spyware scan or
schedule a weekly
automatic scan.
Use Windows
Update
Check for updates or
schedule a monthly
automatic update.
(See the Getting
Started guide for
details.)
Set new passwords
(See the Getting Started
guide for details.)
Optimize
performance
Run Disk Cleanup.
(See “Running the
Disk Cleanup
Program” on
page 2.)
Run Disk
Defragmenter.
(See “Running the
Disk Defragmenter
Program” on
page 3.)
Check for disk
errors.
(See “Checking for
Hard Disk Drive
Errors” on page 4.)
Review the
Start menu
Set to open only
needed applications:
1Click the Windows
Start Button, All
Programs, then
click Windows
Defender.
2Click Tools.
3Click Software
Explorer.
4In the Category list,
select Startup
Programs.
5Select the program
that you want to
prevent from running
and click Disable.
Clean the computer,
monitor, keyboard,
and mouse
For detailed cleaning
instructions, go to:
http://
www.hp.com/
support
Select your country/
region and language,
search on your
computer model
number, and then
search on the keyword
cleaning.

6Troubleshooting and Maintenance Guide
Clean up Web
browser files
Delete cookies.
Delete cache.
Delete history files.
Clean up the desktop
Delete or uninstall
unneeded icons
and applications.
(See “Removing
Unused Programs”
on page 1.)
Empty the
Recycle Bin
This, and other
cleanup tasks, can
be performed with
the Disk Cleanup
program.
(See “Running the
Disk Cleanup
Program” on
page 2.)
Maintain overall
condition
Check cleanliness.
Make sure
ventilation is
unobstructed.
Secure all
connections and
cabling.
Back up important
files to CD or DVD
(See “Creating Data
Backup Discs” on
page 1.)
Create a Restore
Point
(See “Microsoft System
Restore” on page 23.)
Recommended Maintenance Schedule (continued)
Daily Weekly Monthly Quarterly (seasonally)

Troubleshooting Computer Problems 7
Troubleshooting Computer Problems
This section contains a series of tables that describe possible solutions to problems that
may occur when using your computer. Each table contains:
Symptoms that describe the sign or warning message for the type of problem.
Possible solutions that describe what you should do to try to solve the problem.
The troubleshooting tables appear in the following order:
Audio
CD and DVD Drives
Video
Display (Monitor)
Hard Disk Drive
Hardware Installation
Internet Access
Keyboard and Mouse
Power
Performance
Miscellaneous
For additional information about monitor problems, or for problems relating specifically to
your printer, refer to the documentation provided by the product’s manufacturer.

8Troubleshooting and Maintenance Guide
A
Audio
Symptom Possible solution
No sound is produced. Press the Mute button on the keyboard to see if the Mute feature is turned on.
Or
1Click the Windows Start Button, and then click Control Panel.
2Click Hardware and Sound, and then Adjust system volume.
3If applications are muted, click the mute button to unmute.
Click the task bar Volume icon ( ), or use the keyboard controls to increase
the volume.
Press the Sleep button (select models only), or press the Esc key on the
keyboard to resume from sleep mode.
Unplug headphones if they are connected to your computer.
Codec error messages appear
when certain audio files are
played.
Open the file in Windows Media Player. Ensure Windows Media Player is
configured to automatically download codecs.
If the correct codec is available, the file will play. Note that you must be
connected to the Internet to download the codec file.
If the correct codec is not available, check to see if there is an update
available for Windows Media Player.
For more information, open Windows Media Player Help, and then search the
online Help for codec.

Troubleshooting Computer Problems 9
CD and DVD Drives
Symptom Possible solution
The CD or DVD drive cannot
read a disc or takes too long
to start.
Ensure the disc is inserted with the label facing up and centered in the tray.
Wait at least 30 seconds to let the drive determine the type of media.
Clean the disc with a disc cleaning kit, available from most computer stores.
The driver may be corrupted or outdated. Refer to “Updating Drivers” on
page 22 for detailed information about restoring and updating drivers.
I cannot remove a CD or DVD. Turn on your computer, and press the Eject button nearest the drive to open
the tray.
If you suspect a problem with the actual Eject button:
1Click the Windows Start Button and then Computer.
2Right-click the DVD drive.
3Select Eject from the menu.
Remove the drive from the computer and use a straightened paper clip to press
the manual release hole. For information about removing the DVD drive, refer
to the “Removing a Memory Module” section in the “Upgrading the HP
TouchSmar t PC” chapter in the User Guide.
Manual release hole

10 Troubleshooting and Maintenance Guide
I cannot create (burn) a disc. Ensure the disc is inserted with the label facing up and centered in the tray.
Verify that you are using the correct disc type (media) for the drive. Try a
different brand of disc.
Make sure the disc is clean and undamaged. If recording stopped during a
recording session, the disc may be damaged; use a different disc.
Use the correct type of disc for the type of files you are recording.
When using a CD-R disc, make sure that it is blank when recording music and
is blank or appendable (with space to add more data files) when
recording data.
Verify that you are using the correct disc type when making a copy of a disc.
Some recording programs can record only to the same disc type as the source.
For example, you can record a DVD only to a DVD+R/-R or a DVD+RW/-RW
disc, and you can record a CD only to a CD-R or a CD-RW disc.
Select a slower write speed for the recording drive, if it is available.
The recording software may not let you add a track if it exceeds the available
space on your disc. You can make space available by removing one or more
tracks from the list before recording the files to disc.
Close all software programs and windows before recording.
Make sure you have enough space available on your hard disk drive to store a
temporary copy of the content.
Click the Windows Start Button, then Computer. View the space
available on the hard disk drive.
If you are on a network, copy the files from a network drive to your hard disk
drive first, and then record them to disc.
Close all programs and windows and then restart your computer.
I cannot add data to a DVD. Make sure you set the correct recording option (append or add data files) in
your DVD burning software.
Titles of music tracks are not
displayed for the CD.
The computer must be connected to the Internet for the artist, title, and track
information to appear when playing music CDs. This information is not
recorded on the disc.
Track information may not be available for every CD.
An error message appears
when capturing video.
You may need to select the capture device if your computer has both an analog
and a digital video capture device. Refer to the Help menu in the video capture
program to find out how to change the video device selection.
I cannot play a DVD movie on
a DVD player.
Your DVD player cannot play video files recorded onto the DVD as data files.
To play a movie properly, use a video recording program. Some video files
may be viewed on a computer, but not on a home DVD video player.
CD and DVD Drives (continued)
Symptom Possible solution

Troubleshooting Computer Problems 11
Video
Symptom Possible solution
Some video files do not play. Your file may be corrupt or in an unsupported format. Open the video file in a
video editor, and then resave the file in a supported format.
Codec error messages appear
when I play certain video files.
Open the file in Windows Media Player. Ensure Windows Media Player is
configured to automatically download codecs.
If the correct codec is available, the file will play. Note that you must be
connected to the Internet to download the codec file.
If the correct codec is not available, check to see if there is an update
available for Windows Media Player.
For more information, open Windows Media Player Help, and then search the
online Help for codec.
Error message: Files Needed
To Display Video Are Missing
or Corrupt.
1Click the Windows Start Button, right-click Computer, and then
select Properties.
2Under Tasks, click Device Manager.
3Click the plus sign (+) next to Sound, video and game controllers.
4Right-click TV tuner (select models only) and then select Update Driver
Software.
5Select Search automatically for updated driver software.
6Follow the instructions to update the driver.
7If prompted, restart the computer.
Display (Monitor)
Symptom Possible solution
Screen is blank. Press the space bar or move the mouse to make the screen display visible
again.
Press the Sleep button (select models only), or press the Esc key on the
keyboard to resume from sleep mode.
Press the Display On/Off button on the keyboard.
Press the On button to turn on the computer.
Images on the screen are too
large or too small, or the
images are fuzzy.
Adjust the monitor resolution setting in Windows Vista:
1Right-click the desktop, and then select Personalize.
2Click Display Settings.
3Adjust the Resolution slider as needed.

12 Troubleshooting and Maintenance Guide
Hard Disk Drive
Symptom Possible solution
Computer seems to be locked
up and not responding.
Use the Windows Task Manager to close any programs not responding or
restart the computer:
1Press the Ctrl key, the Alt key, and the Delete key on the keyboard at the
same time.
2Click Start Task Manager.
3Select the program that is not responding, and click End Task.
Or
If closing programs does not work, restart the computer:
aPress the Ctrl key, the Alt key, and the Delete key on the keyboard at
the same time.
bClick the arrow next to the Shut Down button and then click
Restart.
cIf this does not work, press and hold the On button for 5 or more
seconds to turn off the computer. Then, press the On button to restart.
Hard disk drive error message
displays.
Press the HP Help button on the keyboard to open the Help and Support
Center, or refer to the Limited Warranty and Support Guide to contact Support.
Hardware Installation
Symptom Possible solution
A new device is not
recognized as part of the
system.
Install the device driver from the CD provided with the device, or download
and install the driver from the device manufacturer’s Web site.
You may need an updated driver for Windows Vista. Contact the device
vendor directly for an update.
For HP peripherals, visit the HP Web site. Refer to the Limited Warranty and
Support Guide for details.
Ensure that all cables are properly and securely connected and that the pins in
the cable or connector are not bent.
Turn off the computer, turn on the external device, and then turn on the
computer to integrate the device with the computer.

Troubleshooting Computer Problems 13
A new device is not
recognized as part of
the system.
(continued)
Restart the computer, and follow the instructions for accepting the changes.
Deselect the automatic settings in the operating system for the card, and
choose a basic configuration that doesn’t cause a resource conflict.
You can also reconfigure or disable devices to resolve the resource conflict.
A new device does not work. You must be logged in with administrative privileges to
install or uninstall a device driver. If you need to switch
users, click the Windows Start Button, click the Arrow
button next to the Lock button, and then click Switch User. Choose a user
with administrative privileges.
A device does not work after
installing a new device.
To resolve a device conflict, you may need to disable one of the devices or
uninstall an old device driver:
1Click the Windows Start Button, right-click Computer, and then
select Properties.
2Under Tasks, click Device Manager.
3Click the plus sign (+) next to the problem device and check for
exclamation points in a yellow circle near the device icon. The
exclamation point means there is a device conflict or problem with the
device. Exclamation points do not always appear when a device is not
working properly.
4If you have removed a hardware device and the device driver is listed in
the Device Manager, this may be causing the device conflict. To uninstall
the old driver for the new device driver to work properly, do the following:
Right-click the device, click Uninstall, and then click OK.
5Double-click the name of the device, and select Properties.
6If available, click the Resources tab to verify that there is a device
conflict.
7Click the General tab to see if your device is enabled and working
properly. If it is available, click the Troubleshoot button, and follow the
onscreen instructions in the device troubleshooter wizard.
8Restart the computer. Click the Windows Start
Button, click the Arrow button next to the Lock
button, and then click Restart.
Hardware Installation (continued)
Symptom Possible solution

14 Troubleshooting and Maintenance Guide
Internet Access
Symptom Possible solution
I cannot connect to the
Internet.
Open the Network and Sharing Center to check for Internet connection
problems:
1Click the Windows Start Button, and then click Control Panel.
2Click Network and Internet, then click Network and Sharing
Center.
Verify Internet settings, or contact your Internet Service Provider (ISP) for
assistance.
Verify that you are using the proper cables for your Internet connection type.
Your computer has an Ethernet network adapter (also called a network
interface card, or NIC). A NIC uses a network cable to connect to a local area
network (LAN). Do not connect a telephone cable to the NIC. Do not plug a
network cable into a telephone service line; doing so may damage the NIC.
For more information about connecting to the Internet, press the HP Help button
on the keyboard to open the Help and Support Center.
Verify that the Web browser is installed and set up to work with your ISP.
Try to connect again later, or contact your ISP for assistance.
I cannot automatically start
Internet programs.
Log in to your ISP, and start the desired program.
Web pages load slowly. Open the Network and Sharing Center to check for Internet connection
problems:
1Click the Windows Start Button, and then click Control Panel.
2Click Network and Internet, then click Network and Sharing
Center.
The AOL program opens even
when it is not being used.
You may want to remove the AOL program.
To uninstall AOL:
1Click the Windows Start Button, and then click Control Panel.
2Click Uninstall a program.
3Select America Online, click Uninstall, and then follow the onscreen
instructions.
NOTE:
Removing the AOL program will not cancel your account with AOL.

Troubleshooting Computer Problems 15
My Internet browser home
page changed to something
I did not want.
You may have spyware on your computer. Spyware is software that usually
runs silently in the background on your computer, collecting and sending
information about you and your use of the computer to another person or
system on the Internet.
You can find and remove spyware from your computer by using any one of a
number of software programs available for this purpose, including Windows
Defender.
To scan for spyware using Windows Defender:
1Click the Windows Start Button, All Programs, then click
Windows Defender.
2Click Scan.
Many of the popular virus protection programs also have some tools that scan
for and remove spyware from your computer.
To avoid getting spyware on your computer:
Do not install programs if you are not sure they come from reputable
companies. Check the company’s Web site carefully for information about
what is included with the program.
Do not automatically click Yes when a download window asks if it is OK
to install a program on your computer. Read the message in the window
and make sure it is a software program that you really want.
Unwanted pop-up
advertisements display on my
computer when connected to
the Internet.
This is typically caused by adware or advertising-supported software.
You can configure your Web browser to block pop-ups (available in Internet
Explorer by clicking Tools and then Pop-up Blocker).
To remove adware from your computer, use the antispyware/adware program
included on your computer (select models only) or any number of available
software programs that remove adware programs.
Note that many of the popular antivirus programs have tools that scan for and
remove adware from your computer.
Internet Access (continued)
Symptom Possible solution

16 Troubleshooting and Maintenance Guide
Keyboard and Mouse
Symptom Possible solution
Keyboard commands and
typing are not recognized by
the computer.
Restart the computer:
1Using the mouse, click the Arrow button next to the
Lock button, and then click Shut Down.
2Disconnect the power cord from the electrical outlet and then from the
computer.
3Reconnect the power cord to the computer, then plug into the electrical
outlet.
4Turn on the computer.
Refer to the Limited Warranty and Support Guide to contact Support.
Wireless keyboard does not
work or is not detected.
Ensure the keyboard is within the range of the receiver.
Replace the batteries in the wireless keyboard.
Refer to the documentation that came with the keyboard.
Wireless mouse does not work
or is not detected.
Ensure the mouse is within the range of the receiver.
Replace the batteries in the wireless mouse.
Refer to the documentation that came with the mouse.
Cursor does not respond to
mouse movement.
Restart your computer using the keyboard:
1Press the Alt and Tab keys on the keyboard at the same time to navigate to
an open application.
2Press the Ctrl and S keys on the keyboard at the same time to save your
changes in the selected application (Ctrl+S is the keyboard command for
Save on most — not all — applications).
3After saving changes in all open applications, press the Ctrl and Esc keys
on the keyboard at the same time to display the Start menu.
4Use the arrow keys to select the Arrow button next to
the Lock button. Select Shut Down, and then press
the Enter key on the keyboard.
5After the shutdown is complete, reconnect the mouse connector to the back
of your computer, and then turn on your computer.
Cursor responds slowly to
mouse movement.
Use a mouse pad or other rough surface under the mouse.