HP e-diagtools 3.5x User manual

hp
e-diagtools 3.5x
user’s guide
www.hp.com/desktops/diagtools
hp business pcs
hp e-pc hp brio hp vectra
hp workstations
including: hp visualize hp kayak
hp notebook pcs
hp omnibook hp pavilion

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
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HP France
Business Desktop Division
38053 Grenoble Cedex 9
France
© 1998-2001 Hewlett-Packard Company
Version of 07/2001 for e-Diagtools 3.5x

3
HP e-Diagtools 3.5x User’s Guide
Who Should Read This Book?
This manual is for anyone who wants to:
•Diagnose hardware problems on an HP computer
•Understand the purpose of e-Diagtools
•Learn how to use e-Diagtools
•Know what to do when an e-Diagtools test fails
•Provide their support provider with more information for solving problems quickly
and effectively
•Find out where to get more information and support.
Other e-Diagtools Documentation
Apart from this User’s Guide, the following documentation is also available:
•HTML Quick Tour
Provides a useful online introduction and overview of e-Diagtools. It is available on the
Diagtools web site www.hp.com/desktops/diagtools.
•e-Diagtools Administrator’s Guide
Explains to IT or MIS personnel how to configure the HP e-Diagtools diagnostic
solution to obtain optimal e-support and remote capabilities. It is available on your HP
computer’s support web site (refer to page 6 for web addresses).
•Virtual Call Assistant User’s Guide
Explains how to install, configure and use the Virtual Call Assistant, an e-Diagtools
diagnostic aid that is capable of detecting and recognizing audio error signals from
remote computers. It is available on your HP computer’s support web site (refer to page 6
for web addresses).
•HP Utility Partition Whitepaper
Describes the HP Utility Partition, a hard disk partition provided on most HP
computers that contains most of the e-Diagtools software. It is available on the Vectra
support web site www.hp.com/go/vectrasupport.
What is e-Diagtools?
The first step in solving a problem with a computer 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
•Diagnose hardware-related problems
•Provide precise information to support providers so that they can solve any problem quickly
and effectively.
e-Diagtools is not a repair tool.

4English
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 manually or automatically when the computer cannot
boot. You can also present the beep error code to your support provider for remote
diagnosis and enhanced problem solving. Available on HP Business PCs and
Workstations only.
❒The e-Diagtools core tests, which provide hardware detection, basic and advanced
system tests, and a Support Ticket with a complete record of the test results and the
computer’s configuration.
❒A set of functions to forward the Support Ticket to your authorized support provider
via email, and to retrieve and flash the latest BIOS version for your computer.
What’s New in e-Diagtools Version 3.5x
Version 3.5x of e-Diagtools has these new features:
•Supports the latest HP computers
•Incorporates new, more efficient hardware diagnostics tests
•Has an improved user interface, especially for advanced tests
•Available in these languages: English, French, German, Italian, Spanish, Portuguese,
Simplified Chinese and Japanese
•Has a context sensitive help system
•Minimizes the number of reboots (restarts) required
•For HP Business PCs, provides a new activation from the HP logo screen
(using <F8> key)
•Provides step-by-step troubleshooting recommendations if there is a test warning or
error
•Issues a warning message in the basic tests if any main hardware components are
missing.
•Provides more information in the support ticket, such as the history of the computer’s
configuration from the first time e-Diagtools was run up to the last time e-Diagtools
was run.

5
Media
This version of HP e-Diagtools is supplied on the following media:
•The Utility Partition pre-installed on your hard disk — on most new HP computers.
•The recovery CD supplied with your computer:
•The HP PC Image Engineer - Image Library and Diagnostics CD-ROM for e-pc and
Vectra PCs.
•The Recovery CD for HP Notebook PCs.
•The HP Diagtools CD-ROM for Linux HP computer models.
•The generic HP Diagtools CD-ROM — this CD contains all e-Diagtools versions to
cover a wide range of HP e-pc, Vectra, Kayak, Brio, Notebook and Visualize
computers. This CD-ROM can be ordered from the Diagtools web site
www.hp.com/desktops/diagtools.
e-Features
The “e-features” of e-Diagtools are network functions that enable you to do remote
BIOS updates, and send the Support Ticket by email to your support provider.
These e-features can be extended using HP Toptools or HP Instant Support to include
remote troubleshooting and diagnosis via your LAN.
NOTE Only the HP Utility Partition version of e-Diagtools 3.5x supports the full range of
e-features. When you run e-Diagtools 3.5x from a CD-ROM you will not be able to update
the BIOS.
Compatibility
e-Diagtools version 3.5x can run on the latest models of HP computers.
Other versions of e-Diagtools are available for older HP Business PCs, Notebook PCs
and Workstations.
To learn which version of e-Diagtools to use for your HP computer, refer to the HP
Support web sites, described on page 6.
Upgrading e-Diagtools on your computer’s Utility Partition
For HP Business PCs You can download the latest version of the HP Utility Partition version of e-Diagtools
from the support web site for your HP Business PC (refer to page 6 for web addresses).
For HP Notebook PCs You can upgrade the HP Utility Partition version of e-Diagtools using e-Diagtools for
Windows, described in chapter 8, “e-Diagtools for Windows“.

6English
HP Instant Support
For selected HP computers, e-Diagtools can also be run as part of the HP Instant
Support framework.
This e-Diagtools capability is not described in this manual. For more information on HP
Instant Support, refer to: www.hp.com/go/instantsupport
More Information and HP Support Web Sites
For more information about e-Diagtools, refer to the e-Diagtools web site:
www.hp.com/desktops/diagtools
For more information about support for your HP computer, including e-Diagtools
information, refer to the HP Support web sites:
For more information about HP Customer Care Service and Support, refer to chapter 9,
“HP Customer Care Service and Support“.
HP Support www.hp.com/go/support
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 Workstation Support www.hp.com/workstations/support
HP Notebook Support www.hp.com/go/support

Contents
7
1 Pre-Boot Diagnostics and BIOS Errors
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Pre-Boot Audio Signal and Beeps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
BIOS Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
What to Do if You Get a Pre-boot, BIOS, or e-Diagtools Error . . . . . . . . . . . . . . 14
Calling Your Support Provider . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Troubleshooting the Error Yourself . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
e-Diagtools Online Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
2 Starting e-Diagtools
Before Starting e-Diagtools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Starting e-Diagtools from the Utility Partition on your Hard Disk . . . . . . . . . . . 19
Option 1: Starting e-Diagtools on new HP Business PCs . . . . . . . . . . . . . . . . . . . . . . . 19
Option 2: Starting e-Diagtools on Other HP Computers
(Including HP Notebook PCs) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
If You Are Unable to Start e-Diagtools From the Hard Disk . . . . . . . . . . . . . . . . 23
Starting e-Diagtools from a CD-ROM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Which CD-ROM to Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
How to Start e-Diagtools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
The e-Diagtools Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Update BIOS (when available) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Update BIOS, Clearing its Settings (when available) . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Run e-Diagtools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Support Ticket (when available) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Select Language. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Exit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
3 Updating the BIOS and Sending the Support Ticket
Overview of e-Diagtools e-Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
HP Business PCs and HP Workstations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
HP Notebook PCs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Basic to Intermediate Users: Setting Up the e-Features . . . . . . . . . . . . . . . . . . . 31

Contents
8English
Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Step 1: Open the e-Diagtools Networking Parameters Screen. . . . . . . . . . . . . . . . . . . 32
Step 2: Set the BIOS Update Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Step 3: Set the Parameters for Sending the Support Ticket . . . . . . . . . . . . . . . . . . . . 33
Step 4: Save the Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Advanced Users: Setting Up the e-Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Step 1: Open the e-Diagtools Networking Parameters Screen. . . . . . . . . . . . . . . . . . . 34
Step 2: Enter the Basic Network Parameters or Set to DHCP. . . . . . . . . . . . . . . . . . . 35
Step 3: Set the BIOS Update Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Step 4: Set the Parameters for Sending the Support Ticket . . . . . . . . . . . . . . . . . . . . 36
Step 5: Save the Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
HP Toptools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Information About The LAN Configuration Agent . . . . . . . . . . . . . . . . . . . . . . . . 37
Updating the BIOS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
How To Update the BIOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Sending the Support Ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
How To Send the Support Ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
4 e-Diagtools Hardware Detection
Overview of Hardware Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Hardware Detection Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
If a Component is Not Detected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
5 e-Diagtools Basic System Test
Overview of the Basic System Test. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
How to Run the Basic System Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Test Result: PASSED. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Test Result: WARNING or FAILED. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Important Recommendation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
What is Tested . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
6 Advanced System Tests
Overview of the Advanced System Tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
How to Enter the Advanced System Tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Contents
9
How to Run an Advanced System Test. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Test Result: PASSED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Test Result: WARNING or FAILED. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Important Recommendation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
7 The Support Ticket
What is the Support Ticket?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Using the Support Ticket Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Accessing the Support Ticket Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Performing Actions in the Support Ticket Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
8 e-Diagtools for Windows
What is e-Diagtools for Windows? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
“e-Diagtools for Windows” Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Support Ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
BIOS Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71
Download and Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Connection Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Info . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
9 HP Customer Care Service and Support
Your HP Authorized Reseller. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Hewlett-Packard Support and Information Services . . . . . . . . . . . . . . . . . . . . . . 76
HP Customer Care Center Phone Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Contents
10 English

this chapter applies to
hp business pcs ✔
✔✔
✔
hp workstations ✔
✔✔
✔
hp notebook pcs ✘
✘✘
✘
1
Pre-Boot Diagnostics and BIOS Errors
This chapter describes Pre-boot Diagnostics and BIOS errors, which help you
troubleshoot hardware problems when your HP Business PC or HP Workstation cannot
boot (start) properly. Pre-boot diagnostics are not provided on all HP Workstations.
It also describes a web-based troubleshooting tool related to pre-boot diagnostics, BIOS
EMU errors, and e-Diagtools for HP Business PCs or HP Workstations.

1 Pre-Boot Diagnostics and BIOS Errors
Overview
12 English
Overview
What do you do if your computer does not start properly and you cannot run e-Diagtools
to diagnose the problem? The answer is to use e-Diagtools’ pre-boot diagnostic
capabilities or BIOS error messages.
If your computer powers on but does not start properly, it attempts to report the error
in two ways:
•It emits a modulated audio signal followed by one or more distinct beeps – this is
pre-boot diagnostics
•It displays an error message on the screen – this is a BIOS error.
Pre-Boot Audio Signal and Beeps
NOTE Pre-boot diagnostics are not provided on all HP Workstations.
The pre-boot audio signal can be used to identify the hardware component that needs
troubleshooting or replacement:
•The modulated audio signal can be interpreted by a support provider equipped with
the Virtual Call Assistant. (For more information about the Virtual Call Assistant,
refer to the Virtual Call Assistant User’s Guide, available on your HP computer’s
support web site – refer to page 6 for web addresses).
•The distinct beeps form a beep code that you can interpret using the following table:
Problem Number of beeps
If there is a buzzing sound:
•If you pushed the power button for more than 5 seconds, this is
normal; there is no error
•The power button may be stuck.
If there is no buzzing sound, the computer has no power. This could
mean:
•Computer is not plugged in
•Power supply failure
•System board failure.
0
Absent or incorrectly connected processor 1
Power supply in protected mode 2
Memory failure 3
Video controller failure 4
PCI device initialization failure 5
Corrupted BIOS 6
BIOS terminal error 7

13
1 Pre-Boot Diagnostics and BIOS Errors
BIOS Error Messages
If you miss the beep code, press and hold the power button for at least five 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 computer that appears to be working
again.
NOTE Avoid disconnecting the computer’s power cord as this will delete some of the
computer’s error diagnostic information encoded in the modulated audio signal.
BIOS Error Messages
Error Message on
Screen
If your computer encounters a BIOS error, it will display a BIOS error message on the
screen, such as:
Error message 1 of 1: Error code 0103
Keyboard not detected - Keyboard error
Sometimes, recommendations for troubleshooting are also displayed below the error
message, or you need to press <Enter> to get the recommendations.
The error message and recommendations (if provided) can be used to troubleshoot the
problem.
Audio Error Signal For many errors, some HP computers can also emit the modulated audio signal that
corresponds to the displayed error. This can be especially useful when you call your
support provider (this feature is described below in “Calling Your Support Provider”).
To emit the audio error signal, press <Enter> then <F11>.

1 Pre-Boot Diagnostics and BIOS Errors
What to Do if You Get a Pre-boot, BIOS, or e-Diagtools Error
14 English
What to Do if You Get a Pre-boot, BIOS, or e-Diagtools Error
There are two ways to deal with the error. You can call your support provider or
troubleshoot the error yourself.
Calling Your Support Provider
A service provider equipped with the Virtual Call Assistant kit can interpret modulated
audio error signals to determine the source of the error, whether from pre-boot
diagnostics (beep errors), from the BIOS (BIOS error messages), or from e-Diagtools.
The audio signal should contain all the necessary information, including computer
model and serial number.
To do this, simply call your service provider and, when prompted, play the audio error
signal into the telephone handset. To play the audio error signal:
•For BIOS error messages, press <Enter> then <F11>
•For pre-boot errors (beep errors), press the computer’s power button for at least five
seconds
•For e-Diagtools errors, press <F11> when indicated on the screen.
The support provider can then decode the signal and provide a solution.
For more information about Virtual Call Assistant, refer to the Virtual Call Assistant
User’s Guide, available in PDF format on your HP computer’s support web site (refer to
page 6 for web addresses).
Troubleshooting the Error Yourself
If you got a pre-boot error, you can count the number of beeps then determine the
problem by referring to the table on page 12.
For extensive web-based troubleshooting, use e-Diagtools online troubleshooting,
described on page 15.
NOTE Ensure you are using the most recent BIOS version for your computer. This will help to
ensure that you have full BIOS error message reporting.

15
1 Pre-Boot Diagnostics and BIOS Errors
e-Diagtools Online Troubleshooting
e-Diagtools Online Troubleshooting
You can use the e-Diagtools web-based troubleshooting tools if your computer has:
•Pre-boot diagnostic errors (beep errors)
•BIOS EMU error messages (also called “configuration diagnostics”)
•e-Diagtools hardware diagnostic errors (described on page 51 and page 60).
These web-based troubleshooting tools can provide valuable support information and
help you solve your problem.
The tools are available for HP e-pc, HP Brio, HP Vectra, and HP Kayak computers.
You can access e-Diagtools online troubleshooting by connecting to your computer’s
support web site (refer to page 6 for web addresses).

1 Pre-Boot Diagnostics and BIOS Errors
e-Diagtools Online Troubleshooting
16 English

2
Starting e-Diagtools
This chapter describes how to start and run e-Diagtools from the HP Utility Partition or
from a CD-ROM.
this chapter applies to
hp business pcs ✔
✔✔
✔
hp workstations ✔
✔✔
✔
hp notebook pcs ✔
✔✔
✔

2 Starting e-Diagtools
Before Starting e-Diagtools
18 English
Before Starting e-Diagtools
This section applies to HP Business PCs and Workstations. If you have an HP Notebook
PC, you can ignore this section.
Before you start e-Diagtools, do the following:
1Enter the computer’s BIOS Setup program.
•To enter the Setup program on new HP Business PCs, restart the computer, press
F8 when the logo screen appears, then press F2.
•To enter the Setup program on other HP computers (including HP Notebook PCs),
restart the computer and press F2 when the HP logo appears.
2If present, ensure all Hardware Protection items in the Security menu are set to
Enabled or Unlocked.
3If you are using a CD-ROM to run e-Diagtools, ensure the option to start from the
CD-ROM is enabled and the CD-ROM is configured to be the first device to boot from.
After running e-Diagtools, you can restore the original Setup values on your computer.

19
2 Starting e-Diagtools
Starting e-Diagtools from the Utility Partition on your Hard Disk
Starting e-Diagtools from the Utility Partition on your Hard Disk
How you start e-Diagtools depends on your HP computer model. Most of the latest HP
Business PCs have a new configuration and diagnostics startup menu.
Option 1: Starting e-Diagtools on new HP Business PCs
1Restart your computer.
2When the HP logo appears, press <F8> to enter the Configuration and Diagnostics
menu.
If you do not have the screen shown below, refer to "Option 2: Starting e-Diagtools
on Other HP Computers (Including HP Notebook PCs)", on page 22.

2 Starting e-Diagtools
Starting e-Diagtools from the Utility Partition on your Hard Disk
20 English
3In the Configuration and Diagnostics menu, use the arrow keys to select HP
Diagnostics and press <Enter>. On some computers you can also press <F10> to run
e-Diagtools.
If you get an error message after choosing the option to run e-Diagtools, it probably
means that the Utility Partition has been disabled. Refer to "If You Are Unable to Start
e-Diagtools From the Hard Disk", on page 23.
The actual
Configuration
and
Diagnostics
screen may
differ
between
computer
models