HP Rp5000 - Point of Sale System User manual

Troubleshooting Guide
HP Point of Sale System rp5000
Document Part Number: 337854-002
June 2005
This guide provides helpful hints and solutions for troubleshooting
the above product as well as scenarios for possible hardware and
software problems.

© Copyright 2003-2005 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice.
Microsoft, MS-DOS, and Windows are trademarks of Microsoft Corporation in
the U.S. and other countries.
The only warranties for HP products and services are set forth in the express
warranty statements accompanying such products and services. Nothing herein
should be construed as constituting an additional warranty. HP shall not be liable
for technical or editorial errors or omissions contained herein.
This document contains proprietary information that is protected by copyright.
No part of this document may be photocopied, reproduced, or translated to
another language without the prior written consent of Hewlett-Packard
Company.
ÅWARNING: Text set off in this manner indicates that failure to follow
directions could result in bodily harm or loss of life.
ÄCAUTION: Text set off in this manner indicates that failure to follow
directions could result in damage to equipment or loss of information.
Troubleshooting Guide
HP Point of Sale System rp5000
First Edition (August 2003)
Second Edition (June 2005)
Document Part Number: 337854-002

Troubleshooting Guide www.hp.com iii
Contents
1 Computer Diagnostic Features
Diagnostics for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–1
Detecting Diagnostics for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–2
Installing Diagnostics for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3
Using Categories in Diagnostics for Windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–4
Running Diagnostic Tests in Diagnostics for Windows. . . . . . . . . . . . . . . . . . . . . 1–6
Configuration Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–9
Installing Configuration Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–10
Running Configuration Record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–10
Remote Diagnostics Enabling Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–11
Installing or Upgrading Remote Diagnostics Enabling Agent . . . . . . . . . . . . . . . 1–12
Running Remote Diagnostics Enabling Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–12
Protecting the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–12
Restoring the Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–12
2 Troubleshooting Without Diagnostics
Safety and Comfort . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–1
Before You Call for Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–2
Helpful Hints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–3
Solving General Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–5
Solving Power Supply Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–8
Solving Diskette Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–12
Solving Hard Drive Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–15
Solving Display Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–18
Solving Audio Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–22
Solving Printer Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–23
Solving Keyboard and Mouse Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–24
Solving Hardware Installation Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–26
Solving Network Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–29

iv www.hp.com Troubleshooting Guide
Contents
Solving Memory Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–32
Solving Processor Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–33
Solving CD-ROM and DVD Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–34
Solving HP Drive Key Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–36
Solving Software Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–37
Contacting Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–38
A POST Error Messages
POST Numeric Codes and Text Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–2
POST Diagnostic Front Panel LEDs and Audible Codes . . . . . . . . . . . . . . . . . . . . . . A–11
B Password Security and Resetting CMOS
Resetting the Password Jumper. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–2
Clearing and Resetting CMOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–3
Resetting the CMOS Jumper . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–3
Using Computer Setup to Reset CMOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–5
Index

Troubleshooting Guide www.hp.com 1–1
1
Computer Diagnostic Features
Diagnostics for Windows
The Diagnostics for Windows® utility allows you to view
information about the hardware and software configuration of the
computer while running Windows XP Professional. It also allows you
to perform hardware and software tests on the subsystems of the
computer.
When you invoke Diagnostics for Windows, the Overview screen is
displayed, which shows the current configuration of the computer.
From the Overview screen, there is access to several categories of
information about the computer and the Test tab. The information in
every screen of the utility can be saved to a file or printed.
✎To test all subsystems, you must log in as the administrator. If you do
not log in as the administrator, you will be unable to test some
subsystems. The inability to test a subsystem will be indicated by an
error message under the subsystem name in the Test window or by
shaded check boxes that cannot be selected.
Use Diagnostics for Windows in the following instances to:
■Determine if all the devices installed on the computer are
recognized by the system and functioning properly. Running tests
is optional but recommended after installing or connecting a new
device.
■Third-party devices not supported by HP may not be detected.
Save, print, or display the information generated by the utility.
You should run tests and have the printed report available before
placing a call to the Customer Support Center.

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Computer Diagnostic Features
Detecting Diagnostics for Windows
✎Some computers ship with Diagnostics for Windows preloaded, but
not preinstalled. You may have installed it earlier, along with other
utilities, or it may have been installed by another user.
To determine whether Diagnostics for Windows is installed:
1. Access the location of the Diagnostics icons by clicking Start >
Control Panel > Performance and Maintenance.
2. Look through the displayed icons.
❏If icons for Configuration Record and Diagnostics for
Windows are included, the Diagnostics for Windows utility is
installed.
❏If icons for Configuration Record and Diagnostics for
Windows are not included, the Diagnostics for Windows
utility may be loaded, but not installed.

Troubleshooting Guide www.hp.com 1–3
Computer Diagnostic Features
Installing Diagnostics for Windows
✎If Diagnostics for Windows is not preloaded, you can download the
Diagnostics for Windows SoftPaq from the following Web site:
www.hp.com/support
The following operation is required only if the diagnostics program
software has been loaded on the hard drive but not installed.
1. Close any Windows applications.
2. Click Start > Setup Software icon, select Diagnostics for
Windows, click the Next button, then follow the instructions on
the screen.
❏If the Setup Software icon is not on the Desktop or in the
Start menu, run the Setup program from the
C:\CPQAPPS\DIAGS directory or click Start > Run and
type the following in the command line:
C:\CPQAPPS\DIAGS\SETUP.
3. Click Next to install Diagnostics for Windows.
4. After the program has finished installing, you may be prompted
to restart the computer, or it may automatically restart. If
prompted, click Finish to restart the computer or Cancel to exit
the program. You must restart the computer to complete the
installation of Diagnostics for Windows.
✎If you want to upgrade an existing version of Diagnostics
for Windows installed on the computer, visit www.hp.com/support to
locate and download the latest Diagnostics for Windows SoftPaq.

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Computer Diagnostic Features
Using Categories in Diagnostics for Windows
To use the categories do the following:
1. Click Start > HP Information Center > Diagnostics for
Windows.You can also click the Diagnostics for Windows
icon, located in the Control Panel.
The screen displays the overview of the computer hardware and
software.
2. Click Start > Control Panel > Performance and Maintenance,
then select Diagnostics for Windows.
3. For specific hardware and software information, select a category
from the Categories pull-down menu or the appropriate icon on
the toolbar.
✎As you move the cursor over the toolbar icons, the corresponding
category name displays near the cursor.
4. To display more detailed information in a selected category, click
More in the Information Level box in the lower left corner of the
window or click Level at the top of the screen and click More.
5. Review, print, and/or save this information as needed.
✎To print the information, click File > Print.Select one of the
following options: Detailed Report (All Categories),Summary
Report (All Categories),or Current Category. Click OK to print
the report you selected.
✎To save the information, click File > Save As. Select one of the
following options: Detailed Report (All Categories),Summary
Report (All Categories),or Current Category. Click OK to save
the report you selected.
6. To exit Diagnostics for Windows, click File, and then click Exit.

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Computer Diagnostic Features
Menu Bar—File, Categories, Navigation, Level, Tab, Help
At the top of the Diagnostics for Windows screen is the Menu Bar
consisting of six pull-down menus:
■File—Save As, Print, Printer Setup, Exit
■Categories—See the list of categories in the following section
■Navigation—Previous Category (F5), Next Category (F6)
■Level—Less (F7), More (F8) <information on the screen>
■Tab—Overview, Test, Status, Log, Error
■Help—Contents, How to use Help, About
Tool Bar—Icons for Different Categories of Information
Below the Menu Bar, the Tool Bar contains a row of icons for each of
the following categories of information about the computer:
■System—System board, ROM, date, and time information
■Asset Control—Asset tag, system serial number, and processor
information
■Input Devices—Keyboard, mouse, and joystick(s) information
■Communication—Ports in system and information about each
■Storage—Storage drives in system and information about each
■Graphics—Graphics system information
■Memory—System board and Windows memory information
■Multimedia—Optical storage (such as a CD or DVD) and audio
information
■Windows—Windows information
■Architecture—PCI Device information
■Resources—IRQ, I/O, and Memory Map information
■Health—Status of system temperature and hard drives
■Miscellaneous—CMOS, DMI, BIOS, System, Product Name,
and Serial Number

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Computer Diagnostic Features
Tabs—Overview, Test, Status, Log, Error
Below the Tool Bar are five tabs:
■Overview—The Overview window displays general overview
information about the computer. This is the window that is
displayed when you first start the utility. The left side of the
window shows hardware information, and the right side of the
window shows software information.
■Test—The Test window allows you to choose various parts of
the system to test. You can also choose the type of test and
testing mode.
■Status—The Status window displays the status of each test in
progress. You can cancel testing by clicking the Cancel Testing
button.
■Log—The Log window displays a log of tests for each device.
■Error—The Error window displays any errors that occurred
during device testing. The window lists the device being tested,
the type and number of errors, and the error code.
Running Diagnostic Tests in Diagnostics for Windows
To run diagnostic tests:
1. Click Start > HP Information Center > Diagnostics for
Windows.
You can also click the Diagnostics for Windows icon, located in
the Control Panel or click Start > Control Panel > Performance
and Maintenance, then select Diagnostics for Windows.
The screen displays the overview of the computer hardware and
software. Five tabs are displayed below the row of icons:
Overview,Test,Status,Log, and Error.
2. Click the Test tab, or click Tab at the top of the screen and
select Test.

Troubleshooting Guide www.hp.com 1–7
Computer Diagnostic Features
3. Select one of the following options:
❏Quick Test—Runs a quick, general test on each device.
Requires no user intervention if Unattended Mode is selected.
❏Complete Test—Runs maximum testing of each device. The
user can select Interactive Mode or Unattended Mode.
❏Custom Test—Runs only the tests you select. To select
specific devices or tests, find the device in the list, then click
the check box beside each test. When selected, a red check
mark is displayed in the box. Some tests selected may require
user intervention.
✎To test all subsystems, you must log in as the administrator. If you do
not log in as the administrator, you will be unable to test some
subsystems. The inability to test a subsystem will be indicated by an
error message under the subsystem name in the Test window or by
shaded boxes that cannot be checked.
4. Select Interactive Mode or Unattended Mode. In Interactive
Mode, the diagnostic software will prompt you for input during
tests that require it. Some tests require interaction and will
display errors or halt testing if selected in conjunction with
Unattended Mode.
❏Interactive Mode provides maximum control over the testing
process. You determine whether the test passed or failed and
may be prompted to insert or remove devices.
❏Unattended Mode does not display prompts. If errors are
found, they are displayed when testing is complete.
5. Click the Begin Testing button at the bottom of the window. Test
Status is displayed, showing the progress and result of each test.
For more details on the tests run, click the Log tab or click Tab at
the top of the screen and click Log.

1–8 www.hp.com Troubleshooting Guide
Computer Diagnostic Features
6. To view a test report, click a tab:
❏The Status tab summarizes the tests run, passed, and failed
during the current testing session.
❏The Log tab lists tests run on the system, the numbers of
times each test has run, the number of errors found on each
test, and the total run time of each test.
❏The Error tab lists all errors found on the computer with
their error codes.
7. To save a test report:
❏Click the Log tab Save button to save a Log tab report.
❏Click the Error tab Save button to save an Error tab report.
8. To print a test report:
❏If the report is on the Log tab, click File > Save As, then print
the file from the selected folder.
❏If the report is on the Error tab, click the Error tab Print
button.
9. If errors are found, click the Error tab to display more detailed
information and recommended actions. By following the
recommended actions, you may be able to solve some problems
yourself.
10. Click Print or save the error information in case you need to
contact an authorized dealer, reseller, or service provider for
assistance.
11. To exit Diagnostics for Windows, click File, then click Exit.

Troubleshooting Guide www.hp.com 1–9
Computer Diagnostic Features
Configuration Record
The Configuration Record utility is a windows-based
information-gathering tool similar to other management tools. It
gathers critical hardware and software information from various
computer subsystems to give a complete view of the computer.
Configuration Record provides a means for automatically identifying
and comparing configuration changes, and has the ability to maintain
a configuration history. The information can be saved as a history of
multiple sessions.
This utility was developed to allow resolution of problems without
taking the computer offline and to assist in maximizing the computer
availability. The information obtained by the utility is useful in
troubleshooting system problems, and streamlines the service process
by enabling quick and easy identification of system configurations,
which is the first step in resolving service cases.
The Configuration Record gathers information automatically on the
hardware and operating system software to deliver a comprehensive
view of the system. It gathers information on such items as the ROM,
asset tag, processor, physical drives, PCI devices, memory, graphics,
operating system version number, operating system parameters, and
the operating system startup files and displays it. If the original
Base.log file is present in the cpqdiags directory, the Base.log file is
displayed next to the Now.log file in a split window with the
differences between the two highlighted in the color red.

1–10 www.hp.com Troubleshooting Guide
Computer Diagnostic Features
Installing Configuration Record
The Configuration Record is part of Diagnostics for Windows.
Whenever you install Diagnostics for Windows, the Configuration
Record is also installed.
Running Configuration Record
To run this program:
1. Click Start > HP Information Center > Configuration
Record.
You can also click the Configuration Record icon, located in the
Control Panel or click Start > Control Panel > Performance
and Maintenance, then select Configuration Record.
✎The Configuration Record utility has two view options: Show
Changed Items Only and Show All. The default view is
Show Changed Items Only, therefore all the text is displayed in the
color red since it shows only the differences. Switching to Show All
displays the complete, comprehensive view of the system.
2. The default view is Show Changed Items Only. To view all the
information gathered by Configuration Record, click View at the
top of the window and select Show All,or click the Show All
Items icon.
3. To save the information in the left or right window, click File >
Save Window File and then select Left Window File or Right
Window File.
✎Saving the configuration of the computer periodically allows the user
to keep a history of the configuration. This history may be useful to
your service provider if the system ever encounters a problem that
needs debugging.
4. To exit Configuration Record, click File, then click Exit.

Troubleshooting Guide www.hp.com 1–11
Computer Diagnostic Features
Remote Diagnostics Enabling Agent
This utility was developed to allow faster resolution of problems
without having to visit a site and take the computer offline and to
assist in maximizing computer availability. The information obtained
by the utility is useful in troubleshooting computer problems, and
streamlines the service process by enabling quick and easy
identification of computer problems.
✎The Remote Diagnostics Enabling Agent only works if Diagnostics
for Windows is also installed.
The Remote Diagnostics Enabling Agent provides a Web browser
interface to Diagnostics for Windows. This enables remote control of
the diagnostics and facilitates easy transfer of computer information
from remote machines to a service provider.
The Remote Diagnostics Enabling Agent captures hardware
configuration and provides the ability to perform tests remotely to
diagnose computer problems. In addition, the Remote Diagnostics
Enabling Agent identifies any computer hardware device problems
signaled by the HP Management Agents. These hardware devices are
automatically selected for testing by the Remote Diagnostics
Enabling Agent.
Use of Remote Diagnostics Enabling Agent reduces the time and
effort needed to perform hardware diagnostic tasks. By allowing the
service personnel direct access to computer hardware diagnostic
tools, the Remote Diagnostics Enabling Agent delivers a view of the
computer hardware devices and the tests available to isolate hardware
problems with the ease and simplicity of a single tool. This approach
minimizes problem resolution time, and also minimizes
administration resources because less time is spent visiting a site or
communicating with a user over the phone to resolve computer
hardware problems when they do occur.
✎The Remote Diagnostics Enabling Agent is pre-loaded on most
computers and is available through a SoftPaq at
www.hp.com/support.

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Computer Diagnostic Features
Installing or Upgrading Remote Diagnostics
Enabling Agent
To install or upgrade an existing version of Remote Diagnostics
Enabling Agent, visit www.hp.com/support then locate and download
the latest Remote Diagnostics Enabling Agent SoftPaq.
Running Remote Diagnostics Enabling Agent
1. Click the Remote Diagnostics icon located in the Control Panel.
✎The Remote Diagnostics Enabling Agent allows you to run
Diagnostic Test or the Configuration Record in a browser window.
Both of these utilities can be run remotely or locally.
2. To exit Remote Diagnostics, click File and then click Close.
Protecting the Software
To protect software from loss or damage, you should keep a backup
copy of all system software, applications, and related files stored on
the hard drive. See the operating system or backup utility
documentation for instructions on making backup copies of data files.
Restoring the Software
The Windows operating system and software can be restored to the
original state that they were when you purchased the computer by
using the Restore Kit. See the Restore Kit for complete instructions
on using this feature.

Troubleshooting Guide www.hp.com 2–1
2
Troubleshooting Without Diagnostics
This chapter provides information on how to identify and correct
minor problems, such as diskette drive, hard drive, optical drive,
graphics, audio, memory, and software problems. If you encounter
problems with the computer, refer to the tables in this chapter for
probable causes and recommended solutions.
✎For information on specific error messages that may appear on the
screen during Power-On Self-Test (POST) at startup, refer to
Appendix A, “POST Error Messages.”
Safety and Comfort
ÅWARNING: Misuse of the computer or failure to establish a safe and
comfortable work environment may result in discomfort or serious injury.
Refer to the Safety & Comfort Guide on the Documentation CD and
available on the Web site at www.hp.com/ergo, for more information on
choosing a workspace and creating a safe and comfortable work
environment.

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Troubleshooting Without Diagnostics
Before You Call for Technical Support
If you are having problems with the computer, try the following
solutions before calling for technical support.
■Run the Diagnostics for Windows utility. Refer to Chapter 1,
“Computer Diagnostic Features” for more information.
■Look for flashing LEDs on the front of the computer that are
codes for specific problems. Refer to Appendix A, “POST Error
Messages” for details.
■If the screen is blank, plug the monitor into a different video port
on the computer if one is available. Or, change out the monitor
with a monitor that you know is functioning properly. If an AGP
graphics card is installed, replace it with a PCI graphics card. The
AGP slot does not support AGP graphics cards.
■If you are working on a network, plug another computer with a
different cable into the network connection. There may be a
problem with the network plug or cable.
■If you recently added new hardware, remove the hardware and
see if the computer functions properly.
■If you recently installed new software, uninstall the software and
see if the computer functions properly.
■Refer to the comprehensive online technical support at
www.hp.com/support.
■Refer to the following “Helpful Hints” section in this guide.
■Run the Restore Plus! CD.
If it becomes necessary to call for technical assistance, be prepared to
do the following to ensure that your service call is handled properly:
■Be in front of your computer when you call.
■Write down the computer and monitor serial numbers and
product ID numbers before calling.
■Spend time troubleshooting the problem with the service
technician.
■Remove any hardware that was recently added to your system.

Troubleshooting Guide www.hp.com 2–3
Troubleshooting Without Diagnostics
■Remove any software that was recently installed.
■Run the Restore Plus! CD.
✎For sales information and warranty upgrades (HP Care Pack), call an
authorized service provider or dealer.
Helpful Hints
If you encounter some minor problems with the computer, monitor,
or software, see the following list of general suggestions before
taking further action:
■Check that the computer and monitor are plugged into a working
electrical outlet.
■Check to see that the voltage select switch on the back of the
computer power supply is set to the appropriate voltage for your
region (115V or 230V).
■Check to see that the computer is turned on and the green power
light is on.
■Check to see that the monitor is turned on and the green monitor
light is on.
■Look for flashing LEDs on the front of the computer. The
flashing lights are error codes that will help you diagnose the
problem. Refer to Appendix A, “POST Error Messages” for more
information.
■Turn up the brightness and contrast controls of the monitor if the
monitor is dim.
■Press and hold any key. If the system beeps, then the keyboard
should be operating correctly.
■Check all cable connections for loose connections or incorrect
connections.
■Wake the computer by pressing any key on the keyboard or
pressing the power button. If the system remains in suspend
mode, shut down the computer by pressing and holding the power
button for at least four seconds then press the power button again
to restart the computer. If the system will not shut down, unplug

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Troubleshooting Without Diagnostics
the power cord, wait a few seconds, then plug it in again. The
computer will restart if automatic start on power loss is set in the
BIOS. If it does not restart, press the power button to start the
computer.
■Reconfigure the computer after installing a non–plug and play
expansion board or other option. See “Solving Hardware
Installation Problems” for instructions.
■Be sure that all the needed device drivers have been installed. For
example, if you are using a printer, you need a driver for that
model printer.
■Remove all diskettes from the system before turning it on.
■If you have installed an operating system other than the
factory-installed operating system, check to be sure that it is
supported on the system.
■If the system has multiple video sources (embedded or PCI
adapter) installed (embedded video on some models only) and a
single monitor, the monitor must be plugged into the monitor
connector on the source selected as the primary VGA adapter.
During boot, the other monitor connectors are disabled and if the
monitor is connected into these ports, the monitor will not
function. You can select which source will be the default VGA
source in Computer (F10) Setup.
✎Although the computer contains an AGP slot, AGP video cards and
graphics adapters are not supported. The AGP slot in this computer
only supports the HP USB+Power card.
ÄCAUTION: When the computer is plugged into an AC power source,
there is always voltage applied to the system board. You must disconnect
the power cord from the power source before opening the computer to
prevent system board or component damage.