HP e-Diagtools 3.02 Manual

HP e-PCs
HP Brio PCs
HP Vectra PCs
HP Kayak PC Workstations
HP Notebook computers
e-Diagtools Version 3.0 -3.02
User’s Guide

Notice
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 2000 Hewlett-Packard Company
Doc er. 4.0 09/00 for e-Diagtools 3.01-3.02

iii
HP e-Diagtools 3.01-3.02 information roadmap
Who Should Read This Boo ?
This manual is for anyone who wants to:
•Diagnose hardware problems on a HP computer
•Understand the purpose of e-Diagtools
•Learn how to use e-Diagtools
•Know what to do when a problem is detected by the e-Diagtools
pre-boot diagnostic capability
•Know what to do when a test fails
•Pro ide your support pro ider with more information for sol ing
problems quickly and effecti ely
•Find out where to get more information and support.
What is e-Diagtools?
The first step in sol ing a problem with a PC is diagnosis.
HP’s e-Diagtools helps you diagnose hardware-related problems on
a HP computer.
It is a series of tools designed to help you to:
•Distinguish between software and hardware problems
•Verify the correct functioning of a HP computer
•Diagnose hardware-related problems
•Pro ide precise information to support pro iders so that they can sol e
any problem quickly and effecti ely.
e-Diagtools is not a repair tool.

iv
Overview of e-Diagtools
e-Diagtools has three main components:
❒The e-Diagtools pre-boot diagnostic capability. This generates an
audible set of beeps that helps diagnose a problem when the
computer cannot boot.
❒The e-Diagtools core tests, which pro ide hardware detection,
basic and ad anced system tests, and the possibility to generate
a Support Ticket with a complete record of the test results and
the PC’s configuration.
❒A set of functions to forward the Support Ticket to your
authorized support pro ider ia e-mail, and to retrie e and flash
the latest BIOS ersion for your computer.
Media
This ersion of HP e-Diagtools is supplied on the following media:
•The Utility Partition pre-installed on your hard disk (recommended).
•The HP PC Image Engineer - Image Library and Diagnostics
System CD-ROM for Vectra and Kayak, or Assist CD-ROM (Drivers
and Uti ities) for Brio, that may ha e been supplied with your new HP
PC.
•The HP DiagToo s CD-ROM.
•For HP Notebook PCs, this software is on the Recovery CD for
Notebook PCs
e-Features
The “e-features” of e-Diagtools are the network functions that
permit remote BIOS update, and communication of the Support
Ticket by e-mail to your support pro ider. These e-features can be
extended using TopTools to include remote troubleshooting and
diagnosis ia your LAN.
The possibility to repeat an audio error code signal to your support
pro ider, though not an ‘e-feature’, pro ides an additional and
useful remote capability of e-Diagtools.

v
NOTE Only the HP Utility Partition ersion of e-Diagtools supports the full
range of e-features. When you run e-Diagtools from a CD-ROM you
will not be able to send the Support Ticket ia e-mail or to update the
BIOS.
Compatibility
e-Diagtools ersion 3.01-3.02 can run on the latest models of HP
PCs:
Additional models will be supported by this ersion of e-Diagtools.
For more information refer to the HP Web site:
Versions of e-Diagtools are a ailable for older Brio, Vectra and
Kayak PC models. Other ersions of e-Diagtools are also a ailable
for HP notebook computers.
Use the latest BIOS ersion for your HP PC to enable the inclusion
of EMU error codes in the pre-boot diagnostics signals (see “BIOS
Error Message Utility (EMU)” on page 3).
Upgrading the Utility Partition Version of e-Diagtools
The latest ersion of the HP Utility Partition ersion of e-Diagtools
is a ailable on HP’s Web site:
www.hp.com/desktops/diagtools
Select your computer type and check for the latest ersion of
e-DiagTools.
HP Vectra Support www.hp.com/go/vectrasupport
HP Brio Support www.hp.com/go/briosupport
HP Kayak Support www.hp.com/go/kayaksupport
HP e-PC Support www.hp.com/go/e-pcsupport
HP notebook PCs www.hp.com/go/support

vi
HP Instant Support
e-Diagtools can now be run as part of the HP Instant Support
framework.
This e-Diagtools capability is described elsewhere than in this
Guide. For information on HP Instant Support, refer to:
www.hp.com/go/instantsupport
NOTE HP Instant Support applies to HP desktop PCs. It does not apply to
HP notebooks.
More Information
For more information about e-Diagtools, refer to the following Web
address:
www.hp.com/desktops/diagtools
For more information about HP Customer Care Ser ice and
Support, refer to page 56.

Contents
Eng ish vii
Pre-Boot Diagnostics
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Pre-Boot Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
BIOS Error Message Utility (EMU) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
e- iagtools Core Tests Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
What to o if You Get an Error Code . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Manual Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
2 Running e-Diagtools
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Running e- iagtools from the Utility Partition on your Hard isk. . 6
Help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
BIOS Update. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
BIOS Update Clearing its Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Run e-Diagtools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Support Ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Select Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Exit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Running e- iagtools from a C -ROM . . . . . . . . . . . . . . . . . . . . . . . . . 10
Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Running e-Diagtools from the HP “Reco ery” CD-ROM . . . . . . . . . . . . . 11
Running e-Diagtools from the HP DiagTools CD-ROM . . . . . . . . . . . . . . 11

viii Eng ish
3 Setting up the e-Support Features
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
The LAN Configuration Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Using the e- iagtools LAN Configuration Agent . . . . . . . . . . . . . . . 16
4 Hardware Detection
Overview of Hardware etection. . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Hardware Detection Results. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
What is etected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
If a PC Component is Not etected. . . . . . . . . . . . . . . . . . . . . . . . . . 23
5 e-Diagtools Basic System Test
Overview of the Basic System Test . . . . . . . . . . . . . . . . . . . . . . . . . . 26
How to Run the Basic System Test . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Test Result: PASSE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Test Result: WARNING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Test Result: FAILE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
What is Tested . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Eng ish ix
6 Advanced System Tests
Overview of the Advanced System Tests . . . . . . . . . . . . . . . . . . . . . . 34
How to Enter the Advanced System Tests . . . . . . . . . . . . . . . . . . . . . 34
Help on Advanced Tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
How to Run an Advanced System Test. . . . . . . . . . . . . . . . . . . . . . . . 35
Batch Tests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
What to o if a Test Fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
What to o if You Get an Error Code . . . . . . . . . . . . . . . . . . . . . . . . . 40
7 The Support Ticket
What is the Support Ticket? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Creating a Support Ticket. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Viewing the Support Ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Sending the Support Ticket to Your Support Provider. . . . . . . . . . . 44
8 e-Diagtools for Windows
What is e- iagtools for Windows?. . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
“e- iagtools for Windows” Commands. . . . . . . . . . . . . . . . . . . . . . . . 50
Support Ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
BIOS Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Download and Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Connection Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Info . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

xEng ish
9 HP Customer Care Service and Support
Your HP Authorized Reseller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Hewlett-Packard Support and Information Services. . . . . . . . . . . . 58
HP Customer Care Center Phone Numbers . . . . . . . . . . . . . . . . . . . 59
Appendix A: Error Codes
Error Code Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Table of Error Codes
0000h – 0082h: System Board Error Codes . . . . . . . . . . . . . . . . . . 64
0083h – 008Ah: PCI iag Error Codes . . . . . . . . . . . . . . . . . . . . . . 70
00C0h – 00CCh :MMX iag Error Codes . . . . . . . . . . . . . . . . . . . . 71
0100h – 01FFh: Memory Error Codes . . . . . . . . . . . . . . . . . . . . . . . 72
0300h – 03FFh: Floppy isk Error Codes . . . . . . . . . . . . . . . . . . . 75
0400h – 04FFh: Keyboard Error Codes. . . . . . . . . . . . . . . . . . . . . . 77
0500h – 05FFh: SCSI Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . . 78
0600h – 06FFh: Serial Port Error Codes. . . . . . . . . . . . . . . . . . . . . 81
0700h – 07FFh: Parallel Port Error Codes . . . . . . . . . . . . . . . . . . . 84
0800h – 080Fh: Sound Blaster Compatible Error Codes . . . . . . . 85
0810h: Speaker Error Code. . . . . . . . . . . . . . . . . . . . . . . . . 86
0811h – 081Fh: Windows Sound System Compatible Error Codes 86

Eng ish xi
08C0h – 08FFh :PCI Sound Error Codes . . . . . . . . . . . . . . . . . . . . . 87
0900h – 09FFh: Video Error Codes. . . . . . . . . . . . . . . . . . . . . . . . . . 89
0A00h – 0AFFh :C -ROM Error Codes . . . . . . . . . . . . . . . . . . . . . . 91
0C00h – 0CFFh :I E Tape Error Codes. . . . . . . . . . . . . . . . . . . . . . 93
0E00h – 0EFFh :SMBus (System Management Bus) Error Codes 94
0F00h – 0FFFh: ATAPI Removable evices Error Codes. . . . . . . 96
1000h – 10FFh: Multiple Processor Error Codes . . . . . . . . . . . . . . 97
1300h – 13FFh: USB Error Codes. . . . . . . . . . . . . . . . . . . . . . . . . . 100
1700h – 170Fh: ACPI Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . 100
1900h – 1902h: V Error Codes . . . . . . . . . . . . . . . . . . . . . . . . . . 101
20 0h – 20F0h: Intel 82801 Error Codes . . . . . . . . . . . . . . . . . . . . 101
2100h – 2150h: Video Monitor Error Codes. . . . . . . . . . . . . . . . . . 102
8000h: e- iagtools Error Codes . . . . . . . . . . . . . . . . . . . . . 103
9610h: Matrox Video Error Codes . . . . . . . . . . . . . . . . . . . 103
9621h: Crystal Sound Error Codes. . . . . . . . . . . . . . . . . . . 103
9630h: 3Com LAN Error Codes . . . . . . . . . . . . . . . . . . . . . 104
9631h: Accton LAN Error Codes . . . . . . . . . . . . . . . . . . . . 104
9640h – 966Ch: Hard isk Error Codes . . . . . . . . . . . . . . . . . . . . . 104

xii Eng ish

1
Pre-Boot iagnostics
This chapter describes how to troubleshoot hardware problems using
the e-Diagtools pre-boot diagnostics capability on HP desktop PCs.

1 Pre-Boot Diagnostics
Overview
2English
Overview
Version 3.01-3.02 of e-Diagtools pro ides a single unified set of audio
error codes co ering e-Diagtools core tests, the EMU error messages, and
pre-boot diagnostics messages.
This feature is implemented using a small dedicated microcontroller on
the motherboard that interfaces with key PC components and the BIOS
(or by Maxilife on Kayak PCs).
When an error is detected during the pre-boot diagnostics, or an error
code is recei ed from the EMU, the PC emits a distincti e modulated
sound repeated three times, followed by a series of beeps forming the
error code audio signal. These beep codes identify the hardware
device that needs troubleshooting or replacement
Pre-Boot Error Codes
The pre-boot diagnostics capability of e-Diagtools for desktop PCs allows
troubleshooting of hardware problems when the computer cannot load
the operating system or cannot issue the BIOS EMU codes. This means
that you can find out what is causing a problem, e en when your screen
remains blank.
Prior to loading of the operating system or BIOS, the Pre-Boot
Microcontroller can identify the following problems:
Prob em Number of beeps
Absent or incorrectly connected processor. 1
Power supply is in protected mode. 2
Memory modules not present, incompatible or not unctioning. 3
Video controller ailure. 4
PnP/PCI initialization ailure. 5
Corrupted BIOS. 6
System board ailure. 7

Eng ish 3
1 Pre-Boot Diagnostics
BIOS Error Message Utility (EMU)
If you miss the beep code, press and hold the power button for a few
seconds until the modulated sound is emitted again. This “playback” of
the memorized code can also be used to diagnose an intermittent fault
on a PC that appears to be working again.
NOTE Disconnecting the PC’s power cord will delete the memorized code.
BIOS Error Message Utility (EMU)
Error messages from the BIOS Error Message Utility (EMU) are also
incorporated into the eDiagTools error-code system.
The BIOS Error Message Utility is a BIOS function intended to send
error messages to the PC screen. In recent BIOS ersions the EMU is
read by the pre-boot diagnostics microcontroller, so that any error
messages coming from the BIOS are included in the error codes
emitted by the microcontroller.
When you get a BIOS error message, press Enter, then F11 to emit beep
codes.
NOTE Ensure you are using the most recent BIOS ersion to include this
function in the pre-boot diagnostics beep codes.
e- iagtools Core Tests Error Codes
In addition to the pre-boot diagnostics and EMU error messages, the
messages resulting from e-Diagtools core tests are also integrated into
the beep code system, and can be emitted as audible beeps if required,
by pressing F11
F11F11
F11 when a test failure message is displayed.

1 Pre-Boot Diagnostics
What to Do i You Get an Error Code
4English
What to o if You Get an Error Code
Contact your support pro ider and report the failure.
The Pre-Boot Microcontroller failure codes allows manual and
automated interpretation of the computer’s failure.
When using manual interpretation, you may be asked to pro ide the
following information:
•The number of beeps.
•The computer model and serial number.
Your support pro ider can interpret the numbers of beeps if you place
a telephone handset near the computer and replay the failure code.
When using automated interpretation you simply ha e to place a
telephone handset near the computer and replay the failure code. Your
support pro ider is able to decode the computer model, its serial
number and the failure code.
Manual Troubleshooting
For Web-based hardware troubleshooting on Vectra, Kayak and Brio
PCs, and on e-PCs, see the information on the HP Web page:
www.support.kayak.hp.com/ediagtools/start.html
A link from this page will guide you to the HP Customer Support site
for web-based hardware troubleshooting with e-Diagtools (this ser ice
will be implemented during the second half of the year 2000).

2
Running e- iagtools
This chapter describes how to start and run e-Diagtools from the HP
Utility Partition or from a CD-ROM.

2 Running e-Diagtoo s
Overview
6English
Overview
This ersion of HP e-Diagtools is supplied on the following media:
❒The Utility Partition pre-installed on your hard disk
(recommended).
❒One of the following CD-ROMs that may ha e been supplied with
your new HP PC: The HP PC Image Engineer - Image Library and
Diagnostics System CD-ROM for e-PC or Vectra, the Assist CD-
ROM (Drivers and Uti ities) for e-PC or Brio, or the Image
Creation and Recovery CD-ROM for Kayak.
❒The HP DiagTools CD-ROM.
❒For Notebook PCs, a ersion of e-Diagtools is pro ided on the
Recovery CD for Notebook PCs.
NOTE If you are running e-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
de ice to boot from.
After running e-Diagtools, restore the original Setup alues.
Alternati ely, you can set the boot de ice priority by pressing the <F2>
key when the logo screen is displayed after restarting your computer.
Running e- iagtools from the Utility Partition on your
Hard isk
To run e-Diagtools from the Utility Partition on your computer’s hard
disk dri e, follow this procedure:
1Quit all applications, shut down the operating system, and restart
your computer.
2On HP desktop PCs, after the initial splash screen with the logo, a
message is displayed:
Press <F10> to enter the Utility Partition

Eng ish 7
2 Running e-Diagtoo s
Running e-Diagtools rom the Utility Partition on your Hard Disk
Press <F10> to enter HP Utility Partition ...
or any other key to proceed
3Press the <F10> key. The following boot menu appears:
NOTE If this does not work, it probably means that the Utility Partition has
been disabled. Try running e-Diagtools from a CD-ROM instead (refer
to "Running e-Diagtools from a CD-ROM", on page 10).
Alternati ely, you can recreate the Utility Partition and restore your
operating system. For more information, refer to the Web address:
http://www.hp.com/desktops/diagtools
4Select the desired option. Depending on your BIOS configuration,
you may ha e to reboot the PC. Changes are made automatically and
are restored to the original alues when you exit e-Diagtools.
NOTE You cannot mo e from one option to another. Once you ha e selected
an option, to chose another you must exit, reboot your system and run
e-Diagtools.
Help
Gi es a brief explanation of menu options.
BIOS Update
Checks for a BIOS update and, if a ailable, installs it on your system.
For more information on how to configure e-Diagtools to update the
BIOS refer to "Setting up the e-Support Features", on page 13.