HP Brio 7100 User manual

HP Vectra PCs
HP Kayak PC Workstations
DiagTools
User’s Guide
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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.
AMIDIAG is a trademark of American Megatrends Inc.
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States and/or other countries.
Microsoft, MS, MS-DOS, Windows and Windows NT are either
registered trademarks or trademarks of Microsoft Corporation in the
United States and/or other countries.
Hewlett-Packard France
Commercial Computing Division
38053 Grenoble Cedex 9
France
1998 Hewlett-Packard Company
Doc ver 2.1 06/99 for DiagTools ver 2.10
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User’s Guide
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Who Should Read This Book
iv English
Who Should Read This Book
This manual is for anyone who wants to:
•Diagnose hardware problems on a Vectra PC or Kayak PC
Workstation
•Understand the purpose of DiagTools
•Learn how to use DiagTools
•Know what to do when a test fails
•Provide HP-dedicated Support Agents with more information for
solving problems quickly and effectively
•Find out where to get more information and support.
What is DiagTools?
The first step in solving a problem with a PC is diagnosis.
HP’s DiagTools helps you diagnose hardware-related problems on a
Vectra PC or Kayak PC Workstation. It is a series of tools designed to
help you to:
•Verify the correct functioning of a Vectra PC or a Kayak PC
Workstation
•Diagnose hardware-related problems
•Provide precise information to HP-dedicated Support Agents so that
they can solve any problem quickly and effectively.
DiagTools is not a repair tool.
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English v
Overview of DiagTools
Overview of DiagTools
The Vectra and Kayak hardware diagnostics utility has four parts:
❒Hardware Detection, which automatically detects the complete
hardware configuration of a Vectra PC or Kayak PC Workstation.
Hardware detection is described in chapter 2.
❒The Basic Tests, which determine the correct functioning of the PC
as a whole. The basic test phase is described in chapter 3.
❒The Advanced Tests. These provide complete, in-depth testing and
diagnosis of the PC’s individual components. The advanced test
phase is described in chapter 4.
❒The Support Ticket, which is a complete record of the test results
and the PC’s configuration. The support ticket can be used to
communicate the test results to your local or HP-dedicated Support
Agent. This is described in chapter 5.
Compatibility
DiagTools can run on the following HP Vectra PC and HP Kayak PC
Workstation platforms:
❒All Vectra V–Line and X–Line PCs and PC Workstations released
after June, 1997.
❒All HP Kayak PC Workstations.
❒Vectra VE 5/xxx Series 2
Vectra VE 5/xxx Series 3
Vectra VE 5/xxx Series 4
Vectra VE C/xxx Series 7
Vectra VE 6/xxx Series 8
Vectra VL 5/xxx Series 4
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Where to Get the Diagnostics Software
vi English
Vectra VL 5/xxx Series 5
Vectra VL 6/xxx Series 6
Vectra VL 6/xxx Series 7
Vectra VL 6/xxx Series 8
Vectra VA 6/xxx.
❒Vectra XM 5/xxx Series 4
Vectra XA 5/xxx
Vectra XA 6/xxx.
❒Net Vectra 5/xxx PC.
Where to Get the Diagnostics Software
Always use the latest version of DiagTools.
You can download the latest version of the DiagTools utility from the
Vectra support web site at:
http://www.hp.com/go/vectrasupport
or the Kayak support web site at:
http://www.hp.com/go/kayaksupport.
For more information about the HP web site and HP Customer Care
Service and Support, refer to page 38.
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Contents
English vii
Who Should Read This Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iv
What is DiagTools? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iv
Overview of DiagTools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v
Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v
Where to Get the Diagnostics Software . . . . . . . . . . . . . . . . . . . . . . . vi
1StartingDiagTools
Installing and Setting Up DiagTools . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Net Vectra PC Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Vectra PC & Kayak PC Workstation Users and Network Administrators. 2
Downloading and Installing the Latest Version . . . . . . . . . . . . . . . . . . . . . 3
Creating the Hardware Diagnostics Diskette(s) . . . . . . . . . . . . . . . . . . . . 4
Updating DiagTools Remotely
(For Network Administrators) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Before Running DiagTools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
More Information About The PC’s Setup Program . . . . . . . . . . . . . . . . . . 7
Starting DiagTools from a Diskette. . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
If There is a Problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Starting DiagTools from the Hard Disk Drive . . . . . . . . . . . . . . . . . . . 9
If There is a Problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
The Welcome Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
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viii English
2 Hardware Detection
Overview of Hardware Detection. . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
During Hardware Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Hardware Detection Results. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
What is Detected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
If a PC Component is Not Detected. . . . . . . . . . . . . . . . . . . . . . . . . . 15
3 Basic System Test
Overview of the Basic System Test . . . . . . . . . . . . . . . . . . . . . . . . . . 18
How to Run the Basic System Test . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Test Result: PASS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Test Result: FAIL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
What to do if the Basic System Test Fails . . . . . . . . . . . . . . . . . . . . . . . . 21
What is Tested . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
4 Advanced System Tests
Overview of the Advanced System Tests . . . . . . . . . . . . . . . . . . . . . 26
How to Enter the Advanced System Tests . . . . . . . . . . . . . . . . . . . . 26
Help on Advanced Tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
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English ix
How to Run an Advanced System Test. . . . . . . . . . . . . . . . . . . . . . . . 27
Batch Tests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
What to do if a Test Fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
What To Do If You Get An Error Code . . . . . . . . . . . . . . . . . . . . . . . . 32
5 The Support Ticket
What is the Support Ticket? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Creating a Support Ticket. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Adding Comments to the Support Ticket. . . . . . . . . . . . . . . . . . . . . . 35
6 HP Customer Care Service and Support
Your HP Authorized Reseller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Hewlett-Packard Information Services. . . . . . . . . . . . . . . . . . . . . . . . 38
HP World Wide Web Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Hewlett-Packard Telephone Support . . . . . . . . . . . . . . . . . . . . . . . . . 39
Lifeline Telephone Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
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xEnglish
Appendix A The Error Codes
Error Code Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
0001h – 00CCh: System Error Codes . . . . . . . . . . . . . . . . . . . . . . . 43
0100h – 01A4h: Memory Error Codes . . . . . . . . . . . . . . . . . . . . . . . 51
0201h – 02FFh: Hard Disk Error Codes . . . . . . . . . . . . . . . . . . . . . 54
0301h – 03FFh: Floppy Disk Error Codes . . . . . . . . . . . . . . . . . . . 57
0400h – 04FFh: Keyboard Error Codes. . . . . . . . . . . . . . . . . . . . . . 61
0500h – 0590h: SCSI Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . . 62
0601h – 0617h: Serial Port Error Codes . . . . . . . . . . . . . . . . . . . . . 65
0701h – 0708h: Parallel Port Error Codes . . . . . . . . . . . . . . . . . . . 67
0801h – 806h: Sound Blaster Compatible Error Codes. . . . . . . . . 68
0810h: PC Speaker Error Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
0801h – 806h: Windows Sound System Compatible Error Codes 69
0830h: Joystick Port Test Error Code. . . . . . . . . . . . . . . . . . . . . . . 70
0900h – 090Fh: Video Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . 70
0A00h – 0A12h: CD-ROM Error Codes . . . . . . . . . . . . . . . . . . . . . . 72
0C00h – 0C07h: IDE Tape Error Codes . . . . . . . . . . . . . . . . . . . . . 73
0E00h – 0E5Fh: SMBus (System Management Bus) Error Codes 74
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English xi
0F02h – 0F05h: ATAPI Removable Devices Error Codes . . . . . . . 75
1000h – 100Dh: Multiple Processor Error Codes . . . . . . . . . . . . . . 76
1500h – 1503h: Modem Error Codes. . . . . . . . . . . . . . . . . . . . . . . . . 79
9600h – 960Fh: IDE Disk Error Codes . . . . . . . . . . . . . . . . . . . . . . . 80
9610h – 9630h: Plugged-in Tests Error Codes. . . . . . . . . . . . . . . . . 81
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xii English
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1
Starting DiagTools
This chapter describes how to set up and start the Vectra and Kayak
Hardware Diagnostics.
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1 Starting DiagTools
Installing and Setting Up DiagTools
2English
Installing and Setting Up DiagTools
Net Vectra PC Users
If you are a Net Vectra PC user, the Hardware Diagnostics should
already be installed on your PC and be ready to use. To learn how to
run DiagTools on a Net Vectra PC, refer to "Starting DiagTools from the
Hard Disk Drive", on page 9.
Vectra PC & Kayak PC Workstation Users and Network
Administrators
For Vectra PC and Kayak PC Workstation users, as well as network
administrators, you must do the following before you can use
DiagTools:
1Install the latest version of DiagTools on your PC.
2Set up DiagTools so that it is ready for use. This means either
creating the diskette(s), or updating the Hardware Diagnostics files
on your Net Vectra PC.
There are two ways to run DiagTools:
•From diskettes. The PC boots (or starts) from the first diskette. This
is appropriate for all PCs that have a floppy disk drive. This is the
most common way of using DiagTools.
•From the hard disk drive. In this case, you select the Hardware
Diagnostics option during startup. The Hardware Diagnostics utility
is installed on the hard disk drive. This is only appropriate for Net
Vectra PCs. Net Vectra PCs do not usually have a floppy disk drive.
NOTE DiagTools must not be run directly from your operating system.
DiagTools will only function under the DOS operating system and once
the correct drivers have been loaded.
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English 3
1 Starting DiagTools
Installing and Setting Up DiagTools
Downloading and Installing the Latest Version
You can download the latest version of the DiagTools utility from HP’s
support web site at:
http://www.hp.com/go/vectrasupport
or the Kayak’s support web site at:
http://www.hp.com/go/kayaksupport.
For more information about the HP web site and HP Customer Care
Service and Support, refer to page 38.
There are two versions of DiagTools available:
•The stand-alone version. Use this version if you do not have
TopTools for Desktops Agent installed on your PC.
NOTE To know if you have TopTools client software on your PC in
Windows 95, Windows 98, or Windows NT 4.0, click Start, point to
Programs, and look for HP TopTools for Desktops or HP DMI.
•The TopTools version. Use this version if you have TopTools version
2.2 (or later) installed on your PC, or if using the Download function
of TopTools for Desktops Device Manager.
If you have an older version of TopTools that does not have the Diags
or the DiagTools page, or if you are in doubt, use the stand-alone
version.
There are several files available for downloading under Software &
Drivers and Manuals:
•The DiagTools utility. A compressed file (with the extension .EXE)
which contains all the files necessary for installing DiagTools.
•The User’s Guide for DiagTools – the document you are reading. It is
a PDF file which can be viewed and printed using Adobe’s Acrobat
Reader. (The Adobe Acrobat Reader can be downloaded free of
charge from HP’s World Wide Web site.)
•The labels for the Hardware Diagnostics diskette(s). Once you have
created the DiagTools diskette(s), you can use this PDF file to create
the diskette labels. You will not need this file if you are going to run
DiagTools from a hard disk partition.
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1 Starting DiagTools
Installing and Setting Up DiagTools
4English
Once you have downloaded the self-extracting DiagTools file, follow
these steps:
1Extract the files by running the downloaded .EXE file. To do this in
Windows, double-click the file.
We recommend that you use the proposed target directory when
extracting the Hardware Diagnostic files. This ensures compatibility
with HP TopTools.
2Open the README file and read the installation instructions. To
open this file in Windows, double-click it.
Creating the Hardware Diagnostics Diskette(s)
If you have a floppy disk drive, you must create the hardware
diagnostics diskette(s). One or more diskettes will be created. How you
do this depends on the version of DiagTools that you have.
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English 5
1 Starting DiagTools
Installing and Setting Up DiagTools
If you have the TopTools version of DiagTools
If you have downloaded the TopTools version of the Hardware
Diagnostics and you have a recent version of TopTools on your PC, you
can use this utility to create the diagnostic diskette(s). To do this,
select the Diags (or DiagTools) page, then click the Create... (or
Diagnose PC) button.
For more information about using TopTools, refer to the TopTools
online help in the Help menu.
If you have the Stand-Alone version of DiagTools
If you have the stand-alone version of the Hardware Diagnostics, follow
this procedure:
1Prepare two formatted 1.44 MB diskettes and two diskette labels.
2Start an MS-DOS Prompt session.
TopTools client
application showing
the Diags page.
Your version of
TopTools may be
different from this.
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1 Starting DiagTools
Installing and Setting Up DiagTools
6English
3Change to the directory where you extracted the DiagTools package.
For example cd \dmi\hpdiags\light
4Type
diaginst a: (if your floppy disk drive is “A:”)
or
diaginst b: (if your floppy disk drive is “B:”)
and follow the instructions on your screen.
NOTE Please check for a README file in the directory where you extracted
the DiagTools package. The information contained in this file
supersedes any information given in this manual.
Updating DiagTools Remotely
(For Network Administrators)
If you are a network administrator, you can update the Hardware
Diagnostics files on remote client PCs using HP TopTools for Desktops.
UsingTopToolsVer. 2.5x
Management Console
To update the Diagnostics files on remote PCs, select the DiagTools
page of TopTools, click the Update button, and follow the instructions.
Using TopTools for
Desktops Device
Manager
To update the Diagnostics files on remote PCs, open the TopTools for
Desktops Device Manager in Internet Explorer (version 4.01 or above).
Click on Devices>Device Types,and select Personal Computers in
the window that appears. Use shift-click or control-click to select the
DMI 2.x compliant PCs you want to update and right-click. Select
System Software>Distribute Diagnostics from the menu that
appears and follow the instructions on your screen.
For more information about using TopTools, refer to the TopTools
online help in the Help menu and to HP’s Web site at
http://www.hp.com/go/manageability/.
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English 7
1 Starting DiagTools
Before Running DiagTools
Before Running DiagTools
Before you run the Hardware Diagnostics, ensure that the following are
correctly configured in the computer’s BIOS Setup program:
❒No operating system is specified, which means that:
•if the Main menu has an item Running Windows 95 or Plug and
Play OS, set it to No
•if the Main menu has an item to select the operating system, set
it to Other.
❒All Hardware Protection items in the Security menu are set to
Enabled or Unlocked.
❒The option to start from the floppy disk is enabled.
More Information About The PC’s Setup Program
Setup is an integrated (ROM-based) program that displays the PC’s
configuration and allows you to change the configuration parameters.
Setup changes system behavior by modifying the power-on
initialization parameters. Setting incorrect values may cause the PC to
fail at start-up. If this occurs, press F9 in the Setup program. This will
load the Setup default values and allow the PC to recover.
To enter the PC’s Setup program, restart the PC and press F2 when the
Vectra Logo or Kayak logo screen (or the Summary screen) appears.
NOTE FOR
NET VECTRA PCS
To run DiagTools from the hard disk drive, the PC must have
the correct boot (start) configuration. All Net Vectra PCs are
provided with a ready-to-use Hardware Diagnostics dual boot
configuration. For more information, refer to "Starting
DiagTools from the Hard Disk Drive", on page 9.
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1 Starting DiagTools
Starting DiagTools from a Diskette
8English
Starting DiagTools from a Diskette
Once you have created the diskette(s), you can start the Hardware
Diagnostics. To do this:
1Insert the diskette into the floppy disk drive. If there is more than
one diskette, insert the “First” or “Boot” diskette.
2Quit all applications, shut down the operating system, and restart
your PC. To do this in Windows 9x or Windows NT 4.0, click Start,
click Shut Down, and then click Restart the computer.
3The PC will then start from the diskette. After loading the system
files, it will decompress the necessary files. Then DiagTools will start
automatically, displaying the Welcome screen (refer to page 10).
NOTE If your computer does not have a SCSI controller, you will see the
following error message:
Unable to find any AIC-78XX/AIC-75XX
ASPI8DOS.SYS installation failed.
This is normal. Wait for the computer to boot and display the DiagTools
Welcome screen.
If There is a Problem
You may experience one of the following problems:
•PC does not boot (start) from the diskette.
This happens when the PC ignores the diskette and starts from the
hard disk drive as normal, running your operating system. The
problem could be:
aYour PC’s Setup program may not be correctly configured.
Ensure that the option to start from the floppy disk is enabled.
(Refer to “More Information About The PC’s Setup Program” on
page 7.)
bThere may be problem with the floppy disk drive or the internal
cable connections. Contact your local or HP-dedicated Support
Agent.
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