HP HDD User manual

HDD Troubleshooting Guide Page 1 of 48
HP HARD DISK DRIVE
TROUBLESHOOTING GUIDE

HDD Troubleshooting Guide Page 2 of 48
TABLE OF CONTENTS
1 Drive Self Test (DST) ...................................................................... 3
1.1 Introduction..................................................................................................... 3
1.2 Tools and Diagnostics: Drive Self Test – DST............................................ 3
1.3 DST Benefits.................................................................................................... 3
2Running the Drive Self Test - DST .................................................. 5
2.1 Option 1: Run DST using Drive Protection System from the system
BIOS5
2.1.1 Run DST from system BIOS -- HP notebook examples.................... 7
2.1.2 Run DST from system BIOS -- HP workstation example............... 15
2.1.3 Run DST from system BIOS -- HP desktop example...................... 18
2.2 Option 2: Run DST from HP Instant Support Web Site.......................... 21
2.3 Option 3: Run DST from HP Insight Diagnostics Offline Edition........... 26
3Hard disk drive troubleshooting flow charts ................................ 33
3.1 FLOW CHART 1: Run the Short Drive Self Test....................................... 33
3.2 FLOW CHART 2: HDD error and operating system will not boot -- with
video........................................................................................................................ 34
3.3 FLOW CHART 3: No OS boot and HDD makes clicking noise................ 35
3.4 FLOW CHART 4: Noisy HDD and OS boots.............................................. 36
3.5 FLOW CHART 5: Operating System Will Not Boot................................... 37
3.6 FLOW CHART 6: Hangs during operation................................................. 38
3.7 FLOW CHART 7: Drive error during operation......................................... 39
3.8 FLOW CHART 8: HDD utilities report errors............................................. 40
3.9 FLOW CHART 9: Blue screens.................................................................... 41
3.10 FLOW CHART 10: Cannot run Drive Self Test due to failure................. 42
3.11 FLOW CHART 11: Drive Self Test is Not Enabled in BIOS setup.......... 43
4Operating system and CMOS help ................................................ 44
4.1 How to do a System Restore...................................................................... 44
4.2 How to re-install the Operating System.................................................... 46
4.3 How to Clear and Reset the CMOS on Desktop Computers................... 47

HDD Troubleshooting Guide Page 3 of 48
1 Drive Self Test (DST)
1.1 Introduction
The troubleshooting flow charts presented in section 3 are to be used to improve the
use of the Drive Self Test (DST). The purpose of these flow charts is to increase
solution/resolution accuracy in order to increase customer satisfaction with higher
system uptime. Use of the flow charts will decrease the need for re-repairs and will
decrease no fault found rates. It is critical that these flow charts are followed when a
hard disk drive (HDD) may be the cause of the failure and the failure may result in the
replacement of the hard disk drive. Below are some definitions and explanations for
using tools associated with these flows charts.
1.2 Tools and Diagnostics: Drive Self Test – DST
The Drive Self Test (DST) is an integral part of most hard disk drives shipped today.
Depending on the product, DST can be launched in several ways including from DPS in
the BIOS, from HP Insight Off-line Diagnostics and from HP Instant Support.
DST consists of 2 tests:
¾There is a short (“quick”) test that takes 2 to 5 minutes to complete from
start to finish and tests the basic functionality of the drive.
¾There is a long (“comprehensive”) test that takes much longer to complete.
The length of the test varies depending on the size of the drive and can take
anywhere from 20 minutes for smaller drives up to a couple of hours for larger
drives.
1.3 DST Benefits
•This test does not erase data when a failure is found.
•Accuracy: failure of either of these two tests assumes 100% failure of HDD and
the HDD must be replaced. Successful passing of the quick test gives a 90%
assurance that the drive is good. Successful passing of the long test is a close to
100% assurance that the drive is good.
•This test is developed by each hard disk drive manufacturer based on common
industry standards. It is loaded on the hard disk drive during manufacturing.
•Predictive ability: this test can detect potential failure that could occur if the user
continues to use the hard disk drive.

HDD Troubleshooting Guide Page 4 of 48
•It can be invoked in 3 different ways: from the system BIOS, from the HP web
site (HP Instant Support) and from a bootable CDROM (HP Insight Diagnostics
Off-line Edition). It is available for customers and support partners on the HP
Web site during the life of the product.
•The DST is available for:
-Most desktops built from 2000
-Most workstations built from 2002
-All notebooks built from 2003
•DST results are logged on the hard disk drive itself for analysis by the HP repair
vendor when the hard disk drive is returned for repair.
NOTE: Troubleshooting help for many HP desktops and workstations can be found in
the troubleshooting guides located on the HP Web site.
- Go to http://www.hp.com.
- Select “Support & Troubleshooting”.
- Select “See support and troubleshooting”, then desired product
- Within the self-help resources section, select “manuals”.
- Select the appropriate manual.

HDD Troubleshooting Guide Page 5 of 48
2Running the Drive Self Test - DST
There are three different ways to run DST on supported hard disk drives. Not all HP
computers support all three options. (See the DST Product Support Matrix on the CSN
Diagnostic Tools page (speedcode TDIA) for details.)
Option 1: Run DST using Drive Protection System from the system BIOS.
Option 2: Run DST from HP Instant Support Web site.
Option 3: Run DST from the HP Insight Diagnostics Offline Edition.
2.1 Option 1: Run DST using Drive Protection System from the system BIOS
Most HP computers contain DPS in the BIOS which will allow the launch of the DST for
most hard disk drives. DPS does not support SCSI and will not be available for these
drives. Most SATA and IDE hard disk drives support DST. Most DPS systems launch
both Quick and Comprehensive tests on the hard disk drive. The first test is the Quick
test. The Comprehensive test may launch automatically after the completion of the
Quick test and can be aborted if only the Quick test is desired.
Procedure: to access DPS through computer setup, follow these steps:
1. Turn on or restart the computer.
2. During POST, when the F10 Setup message appears in the lower portion of the
screen, press the F10 key to enter Computer Set-up.
(For some computers you will need to press the F2 function key instead of the
F10 function key to get into setup. Your computer will display a message
identifying the appropriate function key.)
If you do not press the F10 (or F2) key while the message is displayed, you
must restart the computer to access the utility.
Select language.
A choice of headings appears in the Computer Setup Utilities menu; some of
these may be:
“File, Storage, Security, Power, Advanced” or
“File, Security, Tools, Advanced” …
3. Under “Storage” or “Tools” or possibly another heading you will find
“IDE DPS Self-Test” or “HDD Self-Test”.
The screen will display the list of DPS-capable hard disk drive that are installed
on the computer.

HDD Troubleshooting Guide Page 6 of 48
If no DPS-capable hard disk drive are installed, the “IDE DPS Self-Test” or
“HDD Self-Test” option will not appear on the screen. (Note: SCSI drives are
not DPS-capable drives)
4. Select the hard disk drive to be tested using the up and down arrow keys.
Press F10 to accept selection
Follow the menu screens to run the desired test.
For some computers, the Quick and Comprehensive tests are run consecutively.
To run the Quick test only, allow the Quick test to complete and once the
Comprehensive test has started, press “esc” to abort the test. A failure message
will appear after the Quick test if there are any failures.
When either test has been completed, one of three messages will be displayed:
•Test Succeeded. Completion Code 0.
•Test Aborted. Completion Code 1 or 2.
•Test Failed. Drive replacement recommended. Completion Code 3-14.
(e.g. Test Failed. Drive replacement recommended. Completion Code 7.)
The completion code, if available, should be recorded for use on the warranty
claim and utilized in diagnosing the computer problem.
If the Comprehensive Test is aborted after the hard disk drive passes the Quick
test, only the “Test Aborted” message will appear.

HDD Troubleshooting Guide Page 7 of 48
2.1.1 Run DST from system BIOS -- HP notebook examples
CASE 1: Quick DST & Comprehensive DST automatically run consecutively
During POST
•Press the [F10] key
•Select:
Tools -
HDD Self-Test options
F10=ROM Base Setup
Bios Version
File Security Tools Advanced
A
ctivate HDD Self-Test Options
<
F1=Help
>
Battery Status
Tools
HDD Self-Test options
Computer Setup

HDD Troubleshooting Guide Page 8 of 48
Select the listed hard disk drive
•Press [F10] = Select
•You will see a message like
“Estimated execution time
(min): 48”
NOTE: The displayed time is
the sum of the Quick + the
Comprehensive tests.
•Press [F10] = Continue
The Quick DST starts first.
- If the hard disk drive has a
failure, the test stops and an
error message pops up.
Computer Setup Bios Version
File Security Tools Advanced
A
ctivate HDD Self-Test Options
<
F1=Help
>
Tools
F10=Select, ESC=Cancel
Notebook hard drive
HDD Self-Test options
Battery Status
HDD Self-Test options
Computer Setup Bios Version
File Security Tools Advanced
A
ctivate HDD Self-Test Options
<
F1=Help
>
Tools
F10=Continue, ESC=Cancel
Estimated execution time (min): 48
HDD Self-Test
Battery Status
HDD Self-Test options
Computer Setup Bios Version
File Security Tools Advanced
A
ctivate HDD Self-Test Options
<
F1=Help
>
Tools
Self test in progress …………… x% complete
HDD Self Test
Battery Status
HDD Self-Test options
Test 1 (Quick)
ESC=Cancel

HDD Troubleshooting Guide Page 9 of 48
- If the hard disk drive is good,
the test finishes within 2
minutes.
Then Comprehensive DST
starts automatically.
- If the hard disk drive has a
failure, the test stops and an
error message pops up.
NOTE: user can stop the test
at any time by pressing the
[ESC] = Cancel key.
- If the hard disk drive is good,
the test finishes within 40 to
120 minutes.
Press any key to go back to the
starting menu.
Computer Setup Bios Version
File Security Tools Advanced
A
ctivate HDD Self-Test Options
<
F1=Help
>
Tools
Test succeeded
HDD Self Test
Battery Status
HDD Self-Test options
Test 1 (Quick)
ESC=Cancel
Test 2 (Comprehensive)
Self test in progress …………… x% complete
Computer Setup Bios Version
File Security Tools Advanced
A
ctivate HDD Self-Test Options
<
F1=Help
>
Tools
Test succeeded
HDD Self Test
Battery Status
HDD Self-Test options
Test 1 (Quick)
Press any key to continue
Test 2 (Comprehensive)
Test succeeded
Computer Setup Bios Version
File Security Tools Advanced
A
ctivate HDD Self-Test Options
<
F1=Help
>
Tools
F10=Select, ESC=Cancel
Notebook hard drive
HDD Self-Test options
Battery Status
HDD Self-Test options

HDD Troubleshooting Guide Page 10 of 48
User stops Comprehensive
DST
The “Aborted” message is
displayed.
The “Aborted” message could
also look like this.
Computer Setup Bios Version
File Security Tools Advanced
A
ctivate HDD Self-Test Options
<
F1=Help
>
Tools
Test succeeded
HDD Self Test
Battery Status
HDD Self-Test options
Test 1 (Quick)
ESC=Cancel
Test 2 (Comprehensive)
Aborted
Computer Setup Bios Version
File Security Tools Advanced
A
ctivate HDD Self-Test Options
<
F1=Help
>
Tools
Test succeeded
HDD Self Test
Battery Status
HDD Self-Test options
Test 1 (Quick)
Test 2 (Comprehensive)
Test stopped by host
Press any key to continue

HDD Troubleshooting Guide Page 11 of 48
CASE 2: Quick DST & Comprehensive DST are not combined
During POST
•Press the [F10] key
•Select:
Tools -
HDD Self-Test options
F10=ROM Base Setup
Bios Version
File Security Tools Advanced
A
ctivate HDD Self-Test Options
<
F1=Help
>
Battery Status
Tools
HDD Self-Test options

HDD Troubleshooting Guide Page 12 of 48
Select the listed hard disk drive
•Press [F10] = Select
•Select “HDD Self Test
(Quick: 2 minutes)”
•Press [F10]=Continue
to run the Quick DST.
Test in progress…
- If the hard disk drive has a
failure, the test stops and an
error message pops up.
Computer Setup Bios Version
File Security Tools Advanced
A
ctivate HDD Self-Test Options
<
F1=Help
>
Battery Calibration
Tools
HDD Self-Test options
F10=Select, ESC=Cancel
Notebook hard drive
HDD Self-Test options
Computer Setup Bios Version
File Security Tools Advanced
A
ctivate HDD Self-Test Options
<
F1=Help
>
Battery Calibration
Tools
HDD Self-Test options
F10=Continue, ESC=Cancel
HDD Self Test (Quick: 2 minutes)
HDD Self-Test
HDD Self Test (Comprehensive: 32 minutes)
Computer Setup Bios Version
File Security Tools Advanced
Battery Calibration
Tools
HDD Self-Test options
Self test in progress …………… x% complete
HDD Self Test (Quick: 2 minutes)

HDD Troubleshooting Guide Page 13 of 48
If the hard disk drive is good,
the test finishes within 2
minutes.
At the end of the Quick test,
the DST selection page is
displayed again.
If you want to run the
Comprehensive test:
•Select « HDD Self Test
(Comprehensive : xx
minutes)”
•Press [F10]=Continue to
run the Comprehensive DST.
Test in progress…
- If the hard disk drive has a
failure, the test stops and an
error message pops up.
Computer Setup Bios Version
File Security Tools Advanced
A
ctivate HDD Self-Test Options
<
F1=Help
>
Battery Calibration
Tools
HDD Self-Test options
Self test completed OK ……… 100% complete
HDD Self Test (Quick: 2 minutes)
Press any key to continue
Computer Setup Bios Version
File Security Tools Advanced
A
ctivate HDD Self-Test Options
<
F1=Help
>
Battery Calibration
Tools
HDD Self-Test options
F10=Continue, ESC=Cancel
HDD Self Test (Quick: 2 minutes)
HDD Self-Test
HDD Self Test (Comprehensive: 32 minutes)
Computer Setup Bios Version
File Security Tools Advanced
A
ctivate HDD Self-Test Options
<
F1=Help
>
Battery Calibration
Tools
HDD Self-Test options
Self test in progress …………… x% complete
HDD Self Test (Comprehensive: 32 minutes)

HDD Troubleshooting Guide Page 14 of 48
- If the hard disk drive is good,
the test finishes in 40 to 120
minutes.
At the end of the
Comprehensive test, the test
selection page is displayed
again.
•Press [ESC]=Cancel to go
back to the main menu.
Computer Setup Bios Version
File Security Tools Advanced
A
ctivate HDD Self-Test Options
<
F1=Help
>
Battery Calibration
Tools
HDD Self-Test options
Self test completed OK ……… 100% complete
Press any key to continue
HDD Self Test (Comprehensive: 32 minutes)
Computer Setup Bios Version
File Security Tools Advanced
A
ctivate HDD Self-Test Options
<
F1=Help
>
Battery Calibration
Tools
HDD Self-Test options
F10=Continue, ESC=Cancel
HDD Self Test (Quick: 2 minutes)
HDD Self-Test
HDD Self Test (Comprehensive: 32 minutes)

HDD Troubleshooting Guide Page 15 of 48
2.1.2 Run DST from system BIOS -- HP workstation example
During POST
•Press the [F10] key
•Select: Language
•Select:
Storage -
DPS Self-Test
Select the listed hard disk drive
•Press [F10] = Accept
Hewlett-Packard Setup Utility
File Storage Security Power Advance
d
<F1=Help>
Device Configuration
Storage Options
DPS Self-test
Storage
Boot Order
Hewlett-Packard Setup Utility
File Storage Security Power Advance
d
<F1=Help>
Device Configuration
Storage Options
DPS Self-test
Storage
Boot Order
F10=Accept, ESC=Cancel
Select a drive:
►40.0 GB xxxxx
DPS Self-test

HDD Troubleshooting Guide Page 16 of 48
•You will see a message like
“Estimated execution time
(min): 32”
NOTE: The displayed time is
the sum of the Quick + the
Comprehensive tests.
Press [F10] = Accept to launch
both tests.
The Quick DST starts first.
- If the hard disk drive has a
failure, the test stops and an
error message pops up.
- If the hard disk drive is good,
the test finishes within 2
minutes.
Then the Comprehensive DST
starts automatically.
- If the hard disk drive has a
failure, the test stops and an
error message pops up.
NOTE: the user can stop the test
at any time by pressing the
[ESC] = Cancel key.
Hewlett-Packard Setup Utility
File St Security Power Advance
d
<F1=Help>
Device Configuration
Storage Options
DPS Self-test
Storage
Boot Order
F10=Accept, ESC=Cancel
Estimated execution time (in minutes): 32
Pres F10 to continue, or ESC to cancel
DPS Self-test
Hewlett-Packard Setup Utility
File Storage Security Power Advance
d
<F1=Help>
Device Configuration
Storage Options
DPS Self-test
Storage
Boot Order
ESC=Cancel
Performing test 1 …
……………………………
40%
DPS Self-test
Hewlett-Packard Setup Utility
File Storage Security Power Advance
d
<F1=Help>
Device Configuration
Storage Options
DPS Self-test
Storage
Boot Order
ESC=Cancel
Performing test 2 …
……………………………
40%
DPS Self-test

HDD Troubleshooting Guide Page 17 of 48
If the hard disk drive is good,
the test finishes within 40 to
120 minutes.
Press any key to go back to
the starting menu.
Hewlett-Packard Setup Utility
File Storage Security Power Advance
d
<F1=Help>
Device Configuration
Storage Options
DPS Self-test
Storage
Boot Order
Pres any key to continue
Test succeede
d
Completion Code: 0
Drive Information:
DPS Self-test
Size 40.0 GB
M
odel xxxxxxxxxx
Firmware 3.20
Serial Number ssssssss
Location SATA 0

HDD Troubleshooting Guide Page 18 of 48
2.1.3 Run DST from system BIOS -- HP desktop example
During POST
•Press the [F10]
key
•Select:
Storage -
DPS Self-Test
<F9=Boot menu> <F10=Setup> <F12=Network Service Boot>
Bios Version
Hewlett-Packard Setup Utility
File Storage Security Power Advance
d
<F1=Help>
Device Configuration
Storage Options
DPS Self-test
Storage
Boot Order

HDD Troubleshooting Guide Page 19 of 48
Select the listed HDD.
•Press [F10] = Accept
•You will see a message like
“Estimated execution
time (min): 32”
NOTE: The displayed time
is the sum of the Quick +
Comprehensive tests.
Press [F10] = Accept to
launch both tests.
The Quick DST starts first.
- If the hard disk drive has a
failure, the test stops and an
error message pops up.
- If the hard disk drive is
good, the test finishes within
2 minutes.
Hewlett-Packard Setup Utility
File Storage Security Power Advance
d
<F1=Help>
Device Configuration
Storage Options
DPS Self-test
Storage
Boot Order
F10=Accept, ESC=Cancel
Select a drive:
►40.0 GB xxxxx
DPS Self-test
Hewlett-Packard Setup Utility
File Storage Security Power Advance
d
<F1=Help>
Device Configuration
Storage Options
DPS Self-test
Storage
Boot Order
F10=Accept, ESC=Cancel
Estimated execution time (in minutes): 32
Pres F10 to continue, or ESC to cancel
DPS Self-test
Hewlett-Packard Setup Utility
File Storage Security Power Advance
d
<F1=Help>
Device Configuration
Storage Options
DPS Self-test
Storage
Boot Order
ESC=Cancel
Performing test 1 …
……………………………
40%
DPS Self-test

HDD Troubleshooting Guide Page 20 of 48
Then the Comprehensive DST
starts automatically.
- If the hard disk drive has a
failure, the test stops and an
error message pops up.
NOTE: the user can stop the
test any time by pressing the
[ESC] = Cancel key.
If the hard disk drive is good,
the test finishes within 40 to
120 minutes.
Press any key to go back to the
starting menu.
Hewlett-Packard Setup Utility
File Storage Security Power Advance
d
<F1=Help>
Device Configuration
Storage Options
DPS Self-test
Storage
Boot Order
ESC=Cancel
Performing test 2 …
……………………………
40%
DPS Self-test
Hewlett-Packard Setup Utility
File Storage Security Power Advance
d
<F1=Help>
Device Configuration
Storage Options
DPS Self-test
Storage
Boot Order
Pres any key to continue
Test succeede
d
Completion Code: 0
Drive Information:
DPS Self-test
Size 40.0 GB
M
odel xxxxxxxxxx
Firmware 3.20
Serial Number ssssssss
Location SATA 0