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.
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the U.S. and other countries.
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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.
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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

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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.