HP Brio BA200 User manual

HP Brio PCs
HP Vectra PCs
HP Kayak PC Workstations
DiagTools Version 2.2
User’s Guide

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Doc ver 2.2 09/99 for DiagTools ver 2.20

User’s Guide

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 Brio PC, 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
Brio PC, Vectra PC or Kayak PC Workstation. It is a series of tools
designed to help you to:
•Verify the correct functioning of a Brio PC, 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.

English v
Overview of DiagTools
Overview of DiagTools
The hardware diagnostics utility has four parts:
❒Hardware Detection, which automatically detects the complete
hardware configuration of a Brio PC, 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 version 2.2 can run on the following HP platforms:
❒Brio BA400
Brio BA600
Additional models will be supported by this version of DiagTools. For
more information refer to the HP Web site:
Other versions of DiagTools are available for older Brio, Vectra and
Kayak models.
Specific DiagTools versions are also available for HP Omnibook, HP
NetServer and HP Thin Client computers.
HP Vectra Support http://www.hp.com/go/vectrasupport
HP Kayak Support http://www.hp.com/go/kayaksupport

More Information
vi English
More Information
For more information about DiagTools, visit the HP Web site:
http://www.hp.com/desktops/diagtools
For more information about the HP Web site and HP Customer Care
Service and Support, refer to page 34.

Contents
English vii
Who Should Read This Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iv
What is DiagTools? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iv
Overview of DiagTools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v
Compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v
More Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vi
1 Running DiagTools
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Before Running DiagTools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
More Information About The PC’s Setup Program . . . . . . . . . . . . . . . . . . 3
Running DiagTools from the Special Partition on your Hard Disk. . 4
Running DiagTools from the HP “Recovery” CD-ROM. . . . . . . . . . . . 5
Running DiagTools from the HP DiagTools CD-ROM . . . . . . . . . . . . 5
The Welcome Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
2 Hardware Detection
Overview of Hardware Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
During Hardware Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Hardware Detection Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

viii English
What is Detected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
If a PC Component is Not Detected. . . . . . . . . . . . . . . . . . . . . . . . . . 11
3BasicSystemTest
Overview of the Basic System Test . . . . . . . . . . . . . . . . . . . . . . . . . . 14
How to Run the Basic System Test . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Test Result: PASSED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Test Result: FAILED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
What to do if the Basic System Test Fails . . . . . . . . . . . . . . . . . . . . . . . . 17
What is Tested . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
4 Advanced System Tests
Overview of the Advanced System Tests . . . . . . . . . . . . . . . . . . . . . 22
How to Enter the Advanced System Tests . . . . . . . . . . . . . . . . . . . . 22
Help on Advanced Tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
How to Run an Advanced System Test . . . . . . . . . . . . . . . . . . . . . . . 23
Batch Tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
What to Do if a Test Fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
What to Do if You Get an Error Code . . . . . . . . . . . . . . . . . . . . . . . . 28

English ix
5 The Support Ticket
What is the Support Ticket? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Creating a Support Ticket. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Viewing the Support Ticket. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Adding Comments to the Support Ticket. . . . . . . . . . . . . . . . . . . . . . 32
6 HP Customer Care Service and Support
Your HP Authorized Reseller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Hewlett-Packard Support and Information Services . . . . . . . . . . . . 34

xEnglish
Appendix A The Error Codes
Error Code Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
0000h – 00FFh: System Error Codes. . . . . . . . . . . . . . . . . . . . . . . . 37
0100h – 01FFh: Memory Error Codes . . . . . . . . . . . . . . . . . . . . . . . 45
0300h – 03FFh: Floppy Disk Error Codes . . . . . . . . . . . . . . . . . . . 48
0400h – 04FFh: Keyboard Error Codes. . . . . . . . . . . . . . . . . . . . . . 52
0500h – 05FFh: SCSI Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . . 53
0600h – 06FFh: Serial Port Error Codes. . . . . . . . . . . . . . . . . . . . . 56
0700h – 07FFh: Parallel Port Error Codes . . . . . . . . . . . . . . . . . . . 58
0800h – 080Fh: Sound Blaster Compatible Error Codes . . . . . . . 59
0810h: Speaker Error Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
0811h – 081Fh: Windows Sound System Compatible Error
Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
0900h – 09FFh: Video Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . 61
0A00h – 0AFFh: CD-ROM Error Codes. . . . . . . . . . . . . . . . . . . . . . 64
0C00h – 0CFFh: IDE Tape Error Codes . . . . . . . . . . . . . . . . . . . . . 65
0E00h – 0EFFh: SMBus (System Management Bus) Error Codes 66
0F00h – 0FFFh: ATAPI Removable Devices Error Codes . . . . . . 68

English xi
1000h – 10FFh: Multiple Processor Error Codes . . . . . . . . . . . . . . 69
1200h – 12FFh: TI Card Bus Test Error Codes . . . . . . . . . . . . . . . . 72
1300h – 13FFh: USB Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
1700h – 170Fh: ACPI Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . . 73
1900h – 1902h: DVD Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
8000h: DiagTools Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
9610h: Matrox Video Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . . 74
9621h: Crystal Sound Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . . 75
9630h: 3Com LAN Error Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
9640h – 966Ch: Hard Disk Error Codes . . . . . . . . . . . . . . . . . . . . . . 75

xii English

1
Running DiagTools
This chapter describes how to run the Brio, Vectra and Kayak
Hardware Diagnostics.

1 Running DiagTools
Overview
2English
Overview
This version of HP DiagTools is supplied on the following media:
❒The special partition pre-installed on your hard disk.
❒The HP PC Image Engineer - Image Creation and Recovery CD-ROM
(for Vectra and Kayak), or Brio Assist CD-ROM (for Brio) supplied
with your new HP PC.
❒The HP DiagTools CD-ROM.

English 3
1 Running DiagTools
Before Running DiagTools
Before Running DiagTools
Before you run DiagTools, 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.
❒If you are running DiagTools from a CD-ROM, the option to start
from the CD-ROM is enabled and the CD-ROM is configured to be the
first device to boot from.
Alternatively, on Vectra and Kayak PCs, you can set the boot device
priority by pressing the F8 key when the logo screen is displayed
after restarting your computer.
After running DiagTools, restore the original Setup values.
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
logo screen (or the Summary screen) appears.

1 Running DiagTools
Running DiagTools from the Special Partition on your Hard Disk
4English
Running DiagTools from the Special Partition on your
Hard Disk
To run DiagTools from the special partition on your computer’s hard
disk drive, follow this procedure:
1Quit all applications, shut down the operating system, and restart
your computer.
2After the initial splash screen with the logo, a message is displayed:
Press <F10> to start Hardware Diagnostics ...
or any other key to proceed
3Press the F10 key. DiagTools will start automatically, displaying the
Welcome screen (refer to page 6).
NOTE If this does not work, it probably means that the special partition has
been disabled. Try running DiagTools from a CD-ROM instead.
Alternatively, if you have not stored any programs or data on your hard
disk drive, you can use the Recovery CD-ROM supplied by HP to restore
the disk image as it came originally from factory.

English 5
1 Running DiagTools
Running DiagTools from the HP “Recovery” CD-ROM
Running DiagTools from the HP “Recovery” CD-ROM
To run DiagTools from the HP PC Image Engineer - Image Creation and
Recovery CD-ROM (for Vectra and Kayak), or Brio Assist CD-ROM (for
Brio) that came with your computer, follow this procedure:
1Insert the HP CD-ROM in your CD-ROM drive. Shut down the
operating system and restart your computer.
2Ensure that the option to start from the CD-ROM drive is enabled,
and that the CD-ROM is configured to be the first device to boot
from.
3The main menu of the HP CD-ROM appears. Select the option to run
the hardware diagnostics.
DiagTools will start, displaying the Welcome screen (refer to page 6).
Running DiagTools from the HP DiagTools CD-ROM
To run DiagTools from the HP DiagTools CD-ROM, follow this
procedure:
1Insert the HP DiagTools CD-ROM in your CD-ROM drive. Shut down
the operating system and restart your computer.
2Ensure that the option to start from the CD-ROM drive is enabled
and that the CD-ROM is configured to be the first device to boot
from.
3The programs on the CD-ROM will automatically determine the
appropriate version of DiagTools to run. DiagTools will start,
displaying the Welcome screen (refer to page 6).

1 Running DiagTools
The Welcome Screen
6English
The Welcome Screen
When you start DiagTools, you will see the following screen:
Press to continue and follow the instructions on the screen to run
the diagnostic tests. You can quit the diagnostic utility at any time,
except during the execution of the basic system test which takes
several minutes. In general, the progression of each test is displayed on
the screen.

2
Hardware Detection
This chapter describes the hardware detection phase of the Brio,
Vectra and Kayak version of DiagTools.

2 Hardware Detection
Overview of Hardware Detection
8English
Overview of Hardware Detection
Hardware detection finds and lists the main PC’s hardware
components. It also determines which tests are appropriate for your
PC. For example, if your PC has an IDE or SCSI hard disk drive, the
boot sector of the hard disk drive will be checked as part of the basic
system test.
In the advanced tests, some functions will be disabled if they are not
detected. For example, if you do not have a SCSI controller, the SCSI
menu in the advanced tests will be disabled.
During Hardware Detection
The following screen appears during hardware detection: