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b
Troubleshooting Guide
Compaq Evo Desktop Family
Compaq Evo Workstation Family
Document Part Number: 177620-006
May 2002
This guide provides helpful hints and solutions for troubleshooting
the above products as well as scenarios for possible hardware and
software problems.
Compaq Diagnostics for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–1
Installing Compaq Diagnostics for Windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3
Compaq Configuration Record Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–7
Running Configuration Record Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–7
Compaq Remote Diagnostics Enabling Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–8
Starting the Remote Diagnostics Enabling Agent . . . . . . . . . . . . . . . . . . . . . . . . . 1–9
Protecting Your Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–10
Restoring Your Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–10
Helpful Hints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–2
Solving General Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–3
Solving Power Supply Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–6
Solving Diskette Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–8
Solving Hard Drive Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–12
Solving Display Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–15
Solving Audio Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–18
Solving Printer Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–21
Solving Keyboard and Mouse Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–22
Solving Hardware Installation Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–24
Solving Network Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–26
Solving Processor Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–29
Solving Memory Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–30
Solving SCSI Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–32
Solving CD-ROM and DVD Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–33
Solving Software Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–35
Contacting Compaq Customer Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–36
Troubleshooting Guide
iii
POST Numeric Codes and Text Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–1
Resetting the Password Jumper. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–2
Clearing and Resetting the CMOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–3
Using the CMOS Button. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–3
Using Computer Setup to Reset CMOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B–5
Introducing the Drive Protection System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C–1
Accessing DPS Through Computer Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C–3
Microsoft Windows NT 4.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D–2
Microsoft Windows XP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D–2
E Installing SCSI Drivers for Windows NT Installation
Index
iv
Troubleshooting Guide
1
Computer Diagnostic Features
Compaq Diagnostics for Windows
The Compaq Diagnostics for Windows (DFW) utility is a component
of Intelligent Manageability that allows you to view information
about the hardware and software configuration of your computer
while running Microsoft Windows (Microsoft Windows 98,
Microsoft Windows Me, Microsoft Windows 2000, Microsoft
Windows NT 4.0, and Microsoft Windows XP). It also allows you to
perform hardware and software tests on the subsystems of your
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.
✎
Troubleshooting Guide
1–1
Computer Diagnostic Features
Menu Bar—File, Categories, Navigation, Level, Tab, Help
At the top of the Compaq 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
ToolBar—Icons for Different Categories of Information
Below the Menu Bar is 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 (CD, DVD, and so on) 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
1–2
Troubleshooting Guide
Computer Diagnostic Features
Tabs—Overview, Test, Status, Log, Error
Below the ToolBar 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.
Installing Compaq Diagnostics for Windows
This 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. Double-click the Compaq Diagnostics for Windows icon,
located on the Windows Desktop.
Troubleshooting Guide
1–3
Computer Diagnostic Features
3. Click Next to install Compaq 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 Compaq Diagnostics for Windows.
If you want to upgrade an existing version of Compaq Diagnostics
for Windows installed on your computer, visit
✎
In the next window, find Option 2—Locate by Category. Select
Management Applications and Utilities. Click Locate Software
and download the latest version. Execute the downloaded file and
select Repair to update the installed version. This will cause the new
version to overwrite the old version.
Using Categories in Compaq Diagnostics for Windows
To use the categories do the following:
1. Click Start > Compaq Information Center > Compaq
Diagnostics for Windows. You can also select the Compaq
Diagnostics for Windows icon, located in the Control Panel.
The screen displays the overview of the computer hardware and
software.
2. 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 your cursor over the toolbar icons, the corresponding
category name displays near the cursor.
✎
3. 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 select More.
4. Review, print, and/or save this information as needed.
1–4
Troubleshooting Guide
Computer Diagnostic Features
To print the information, click File, then select 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, then select 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.
5. To exit Compaq Diagnostics for Windows, click File, and then
click Exit.
Running Diagnostic Tests in Compaq Diagnostics for
Windows
To run diagnostic tests:
1. Click Start > Compaq Information Center > Compaq
Diagnostics for Windows. You can also select the Compaq
Diagnostics for Windows icon, located in the Control Panel.
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
1–5
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 select
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.
5. Click the Begin Testing button at bottom of 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 select Log.
6. 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.
7. Click Print or save the error information in case you need to
contact your Compaq authorized dealer, reseller, or service
provider for assistance.
8. To exit Compaq Diagnostics for Windows, click File, then
click Exit.
1–6
Troubleshooting Guide
Computer Diagnostic Features
Compaq Configuration Record Utility
Compaq Configuration Record Utility is a windows-based
information-gathering tool similar to other Compaq management
tools. It gathers critical hardware and software information from
various computer subsystems to give a complete view of your desktop
or workstation. Configuration Record Utility 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 desktop or workstation offline and to assist in maximizing
the desktop or workstation 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 Compaq Configuration Record Utility 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.
Running Configuration Record Utility
To run this program:
1. Click Start > Compaq Information Center > Compaq
Configuration Record. You can also select the Compaq
Configuration Record icon, located in the Control Panel.
Troubleshooting Guide
1–7
Computer Diagnostic Features
The Compaq 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.
The Compaq Configuration Record Utility is part of Compaq
Diagnostics for Windows. Whenever you upgrade Compaq
Diagnostics for Windows, the Compaq Configuration Record Utility
is also upgraded.
2. The default view is Show Changed Items Only. To view all the
information gathered by Compaq 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, select 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 Compaq Configuration Record, click File, then click Exit.
Compaq 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 Compaq Remote Diagnostics Enabling Agent only works if
Diagnostics for Windows is also installed.
✎
1–8
Troubleshooting Guide
Computer Diagnostic Features
The Compaq Remote Diagnostics Enabling Agent provides a Web
browser interface to Compaq 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 Compaq Remote Diagnostics Enabling Agent captures hardware
configuration and provides the ability to perform tests remotely to
diagnose computer problems. In addition, the Compaq Remote
Diagnostics Enabling Agent identifies any computer hardware device
problems signaled by the Compaq DMI management agents. These
hardware devices are automatically selected for testing by the
Compaq Remote Diagnostics Enabling Agent.
Use of Compaq 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 Compaq 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 Compaq Remote Diagnostics Enabling Agent was designed
to work in the Compaq Insight Manager LC environment. It is
pre-loaded on most commercial desktops and workstations and
Management Applications and Utilities.
✎
Starting the Remote Diagnostics Enabling Agent
1. Select the Compaq Remote Diagnostics icon located in the
Control Panel.
The Compaq Remote Diagnostics Enabling Agent allows you to run
Diagnostic Test or the Configuration Record Utility in a browser
window. Both of these utilities can be run remotely or locally.
✎
2. To exit Compaq Remote Diagnostics, click File and then click
Close.
Troubleshooting Guide
1–9
Computer Diagnostic Features
Protecting Your 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 Your Software
The operating system and software can be restored to its original state
as when you purchased the computer by using your Compaq Restore
Kit. See your Compaq Restore Kit for complete instructions on using
this feature.
1–10
Troubleshooting Guide
2
Troubleshooting Without Diagnostics
This guide provides information on how to identify and correct
minor disk, graphics, memory, and software problems. It also
explains many of the messages that may be displayed on the screen,
including specific error messages that may appear during the
Power-On Self-Test (POST) at startup.
POST Message Disabled suppresses most system messages during
POST, such as memory count and non-error text messages. In this
mode, the Compaq logo and Web address appear on the computer
monitor. If a POST error occurs, the screen will display the error
message. To manually switch to the POST Messages Enabled mode
during POST, press any key (except F10 or F12). The default mode is
POST Message Disabled.
The speed at which the computer loads the operating system and the
extent to which it is tested are determined by the POST mode
selection.
Quick Boot is a fast startup process that does not run all of the system
level tests, such as the memory test. Full Boot runs all of the
ROM-based system tests and takes longer to complete.
Full Boot may also be enabled to run every 1 to 30 days on a regularly
scheduled basis. To establish the schedule, reconfigure your computer
to the Full Boot Every x Days mode, using Computer Setup.
For more information on Computer Setup, see the Computer Setup
(F10) Utility Guide.
✎
Troubleshooting Guide
2–1
Troubleshooting Without Diagnostics
Helpful Hints
If you encounter some minor problems with your 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 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.
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 your keyboard
should be operating correctly.
Check all cable connections for loose connections or incorrect
connections.
Reconfigure your 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 your 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 your system.
■
If your system has an AGP card installed (on select models only),
the monitor must be plugged into the monitor connector on the
AGP card. The other monitor connector is disabled and if the
monitor is connected into this port, the monitor will not function.
CAUTION: 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.
Ä
2–2
Troubleshooting Guide
Troubleshooting Without Diagnostics
Solving General Problems
You may be able to easily resolve the general problems described in
this section. If a problem persists and you are unable to resolve it
yourself or if you feel uncomfortable about performing the operation,
contact your Compaq authorized dealer or reseller.
Solving General Problems
Problem
Cause
Solution
Computer won’t
turn on.
Computer is not
connected to an external
power source.
Connect to an external power
source.
Cables to the external
power source are
unplugged.
Ensure that cables connecting the
computer to the external power
source are plugged in properly and
the wall outlet is active.
A defective PCI card has
been installed.
Remove any expansion board that
was just installed.
Drive power, data, or
power supply cables
may not be properly
connected.
Reseat drive power, data, and power
supply cables.
Power line selector
switch on rear of
Select the proper AC voltage using
the slide switch.
computer chassis not
switched to correct line
voltage (115V or 230V)
(some models).
Computer appears
locked up and won’t
turn off when the
power button is
pressed.
Software control of the
power switch is not
functional.
Press and hold the power button for
at least 4 seconds until the computer
turns off.
Troubleshooting Guide
2–3
Troubleshooting Without Diagnostics
Solving General Problems (Continued)
Problem
Cause
Solution
Computer date and
time display is
incorrect.
RTC (real-time clock)
battery may need to be
replaced. Battery life is
First, reset the date and time under
Control Panel (Computer Setup
can also be used to update the
approximately 3–5 years. RTC date and time). If the problem
persists, replace the RTC battery.
See the Hardware Reference Guide
for instructions on installing a new
battery, or contact your Compaq
authorized dealer or reseller for RTC
battery replacement.
Computer powered off
automatically and the
Power LED is:
The unit temperature was
exceeded. A fan may be
blocked or not turning.
OR the heatsink is not
properly attached to the
processor.
1. Unit is in an exceedingly hot
environment. Let it cool down.
2. Ensure computer air vents are
not blocked and internal fans are
running (such as the power
supply fan, chassis fan, and/or
the processor fan).
1. Flashing Red or
Yellow four times
per second, OR
2. Flashing Red or
Yellow two times
one second apart,
followed by a two
second pause, OR
3. Ensure heatsink is properly
seated.
4. Contact Compaq authorized
reseller or service provider.
3. Not flashing.
The unit temperature was Replace cover or access panel, and
exceeded because the let the computer cool down before
computer was functioning attempting to turn on power to the
with the cover or access
panel removed.
computer.
Air Baffle (if required) is
not installed properly to
redirect air flow over
processor.
Reseat Air Baffle per instructions in
the Hardware Reference Guide.
Processor or system fan
has failed.
Contact a Compaq authorized
service provider to replace the
processor or system fan.
2–4
Troubleshooting Guide
Troubleshooting Without Diagnostics
Solving General Problems (Continued)
Problem
Cause
Solution
Computer appears to
pause periodically.
Network driver is loaded
and no network
connection is
Establish a network connection, or
use Computer Setup or Microsoft
Windows Device Manager to disable
the network controller.
established.
Cannot remove
computer cover or
access panel.
Smart Cover Lock,
featured on some
computers, is locked.
Unlock the Smart Cover Lock using
Computer Setup.
The Smart Cover FailSafe Key, a
device for manually disabling the
Smart Cover Lock, is available from
Compaq. You will need the FailSafe
Key in case of forgotten password,
power loss, or computer malfunction.
Poor performance is
experienced.
Processor is hot.
1. Make sure the airflow to the
computer is not blocked.
2. Make sure the fans are
connected and working properly
(some fans only operate when
needed).
3. Make sure the processor
heatsink is installed properly.
Cursor will not move
using the arrow keys
on the keypad.
The Num Lock key
may be on.
Press the Num Lock key. The
Num Lock light should not be on if
you want to use the arrow keys.
Troubleshooting Guide
2–5
Troubleshooting Without Diagnostics
Solving Power Supply Problems
Solving Power Supply Problems
Problem
Cause
Solution
Computer won’t turn on
(Power LED on front of
computer not on).
Computer is not
connected to an
external power source.
Connect to an external power
source.
Cables to the external
power source are
unplugged.
Ensure that cables connecting the
computer to the external power
source are plugged in properly
and the wall outlet is active.
Power switch not
connected to the
system board
Plug the power switch cable into
the system board.
(supported on select
models only).
Power line selector
switch on rear of
Select the proper AC voltage using
the slide switch.
computer chassis not
switched to correct line
voltage (115V or 230V)
(some models).
Wall outlet is defective. Test the outlet by connecting a
different electrical device to the
outlet.
Power LED flashes Red or Power supply
Yellow every 2 seconds on overloaded or short
Unplug computer from AC power.
Unplug internal power cables from
all devices and unplug all PCI
cards. Reconnect devices one at
a time and turn power on to identify
the cause.
most models.
was detected.
Diskette drive power
cable not properly
connected.
When installing power cable to
diskette drive, ensure that all 4 pins
on the drive are connected to the
power cable connector.
2–6
Troubleshooting Guide
Troubleshooting Without Diagnostics
Solving Power Supply Problems (Continued)
Problem Cause
Solution
Power LED flashes Red or Power supply shuts
Yellow every 2 seconds on down after system
Replace power supply.
most models. (continued)
warms up. Thermal
overload caused by
bad fan.
Power supply will not
turn on because of
internal power supply
fault.
Replace power supply.
Power supply shuts down
intermittently.
Power line selector
switch on rear of
Select the proper AC voltage using
the slide switch.
computer chassis not
switched to correct line
voltage (115V or 230V)
(some models).
Power supply will not
turn on because of
internal power supply
fault.
Replace power supply.
Computer powered off
automatically and the
Power LED is:
The unit temperature
was exceeded. A fan
may be blocked or
not turning, OR the
heatsink is not properly
attached to the
1. Unit is in an exceedingly hot
environment. Let it cool down.
2. Ensure computer air vents are
not blocked and internal fans
are running (such as, the
1. Flashing Red or Yellow
four times per second,
OR
power supply fan, chassis fan,
and/or the processor fan).
processor.
2. Flashing Red two
times one second
apart, followed by a
two second pause,
OR
3. Ensure heatsink is properly
seated.
4. Contact Compaq authorized
reseller or service provider.
3. Not flashing.
Troubleshooting Guide
2–7
Troubleshooting Without Diagnostics
Solving Diskette Problems
Common causes and solutions for diskette problems are listed in the
following table.
You may need to reconfigure the computer when you add or remove
hardware, such as an additional diskette drive. See “Solving
Hardware Installation Problems” for instructions.
✎
Solving Diskette Problems
Problem
Cause
Solution
Diskette drive light
stays on.
Diskette is damaged.
In Microsoft Windows 98 run
ScanDisk. Click Start >
Programs > Accessories >
System Tools > ScanDisk.
In Microsoft Windows 2000,
Microsoft Windows NT, and
Microsoft Windows XP, right-click
Start, click Explore, and select a
drive. Select File > Properties >
Tools. Under Error-checking, click
Check Now.
Diskette is incorrectly
inserted.
Remove diskette and reinsert.
Drive button is not
pushed in.
Push in drive button.
Files on diskette are
damaged.
Check the program diskettes.
Reconnect drive cable.
Drive cable is not
properly connected.
Drive not found.
Cable is loose.
Reseat diskette drive data and
power cable.
Removable drive is not Reseat the drive.
seated properly.
2–8
Troubleshooting Guide
Troubleshooting Without Diagnostics
Solving Diskette Problems (Continued)
Problem
Cause
Solution
Drive not found.
(continued)
You attempted to hot
plug a removable
hard drive that has
DriveLock security
enabled. (This feature
supported on select
models only.)
Shut down Windows and turn off
the computer. Insert the drive into
the MultiBay, if it is not already
inserted. Turn on the computer.
Diskette drive cannot write Diskette is not
Format the diskette.
to a diskette.
formatted.
Diskette is
write-protected.
Use another diskette or remove the
write protection.
Writing to the wrong
drive.
Check the drive letter in your path
statement.
Not enough space is
left on the diskette.
Use another diskette.
Diskette write control is Use Computer Setup to check
enabled.
your storage security feature
disabled settings.
Diskette is damaged.
Replace the damaged disk.
Cannot format diskette.
Invalid media reported. When formatting a disk in DOS,
you may need to specify diskette
capacity. For example, to format a
1.44-MB diskette, type the following
command at the DOS prompt:
FORMAT A: /F:1440
Troubleshooting Guide
2–9
Troubleshooting Without Diagnostics
Solving Diskette Problems (Continued)
Problem
Cause
Solution
A problem has occurred
with a disk transaction.
The directory structure
is bad, or there is a
problem with a file.
In Windows 98 run ScanDisk.
Click Start > Programs >
Accessories > System Tools >
ScanDisk.
In Windows 2000, Windows NT,
and Windows XP, right-click Start,
click Explore, and select a drive.
Select File > Properties > Tools.
Under Error-checking, click
Check Now.
Diskette drive cannot read Diskette is not
Format the diskette.
a diskette.
formatted.
1. From Windows Explorer select
the disk (A) drive.
2. Right-click the drive letter and
select Format.
3. Select the desired options, and
click Start to begin formatting
the diskette.
You are using the
wrong diskette type for
the drive type.
Check the type of drive that you
are using and use the correct
diskette type.
You are reading the
wrong drive.
Check the drive letter in the path
statement.
Diskette is damaged.
Replace the diskette with a
new one.
“Invalid system disk”
message is displayed.
A diskette that does not When drive activity stops, remove
contain the system files the diskette and press the
needed to start your
computer has been
inserted in the drive.
Spacebar. The computer should
start up.
Diskette error has
occurred.
Restart your computer by pressing
the power button.
2–10
Troubleshooting Guide
Troubleshooting Without Diagnostics
Solving Diskette Problems (Continued)
Problem
Cause
Solution
Nonsystem disk/NTLDR
missing message.
The system is trying
to start from a
Remove the diskette from the
drive.
nonbootable diskette.
Cannot Boot to Diskette.
Diskette is not
bootable.
Replace with a bootable diskette.
Diskette boot has been Run Computer Setup and enable
disabled in Computer
Setup.
diskette boot in Storage > Boot
Order.
Removable media boot Run Computer Setup and enable
has been disabled in
Computer Setup.
Removable Media Boot in
Storage > Storage Options.
Diskette MBR
validation is enabled.
Run Computer Setup and disable
Diskette MBR Validation in
Storage > Storage Options.
Troubleshooting Guide
2–11
Troubleshooting Without Diagnostics
Solving Hard Drive Problems
Solving Hard Drive Problems
Problem
Cause
Solution
Hard drive error occurs.
Hard disk has bad
sectors or has failed.
Use a utility to locate and block
usage of bad sectors. If necessary,
reformat the hard disk.
Disk transaction problem.
Either the directory
structure is bad or
there is a problem with
a file.
In Windows 98, run ScanDisk.
Click Start > Programs >
Accessories > System Tools >
ScanDisk.
In Windows 2000, Windows NT,
and Windows XP, right-click Start,
click Explore, and select a drive.
Select File > Properties > Tools.
Under Error-checking, click
Check Now.
Drive not found
(identified).
Cable could be loose.
Check cable connections.
The system may not
have automatically
recognized a newly
installed device.
See reconfiguration directions
in the “Hardware Installation
Problems” section. If system still
does not recognize the new device,
check to see if the device is listed
within Computer Setup. If it is
listed, the probable cause is a
driver problem. If it is not listed,
the probable cause is a hardware
problem.
If this is a newly installed drive,
enter Setup and try adding a POST
delay under Advanced >
Power-On.
2–12
Troubleshooting Guide
Troubleshooting Without Diagnostics
Solving Hard Drive Problems (Continued)
Problem
Cause
Solution
Drive not found
(identified). (continued)
Drive jumper settings
may be incorrect.
If the drive is a secondary drive that
has just been installed on the same
cable as the primary drive, verify
that the jumpers for both drives are
set correctly.
SCSI ID may be
incorrect.
Check SCSI IDs to ensure none
are duplicated.
Drive’s IDE controller is Run Computer Setup and enable
disabled in Computer
Setup.
the Primary and Secondary IDE
controllers in Storage > Storage
Options.
Drive responds slowly
immediately after
power-up.
Run Computer Setup and increase
the POST Delay in Advanced >
Power-On Options.
Nonsystem disk/NTLDR
missing message.
The system is trying to
start from a diskette
that is not bootable.
Remove the diskette from the
diskette drive.
The system is trying to
start from the hard
Insert a bootable diskette into the
diskette drive and restart the
drive but the hard drive computer.
may have been
If the hard drive is still inaccessible
damaged.
after booting to a diskette and MBR
Security is enabled, you may try
restoring the previously saved MBR
image. To do so, enter Setup and
select Security > Restore Master
Boot Record. (This procedure
does not apply to Evo™
Workstations W6000 or W8000.)
System files missing or Insert a bootable system diskette
not properly installed.
and restart. Verify hard drive is
partitioned and formatted. Install
system files for the appropriate
operating system if necessary.
Troubleshooting Guide
2–13
Troubleshooting Without Diagnostics
Solving Hard Drive Problems (Continued)
Problem
Cause
Solution
Nonsystem disk/NTLDR
missing message.
(continued)
Hard drive boot has
been disabled in
Computer Setup.
Run Computer Setup and enable
the hard drive entry in the
Storage > Boot Order list.
Second Ultra ATA hard
drive does not perform
optimally.
You are using the
wrong cable for the
drive type.
Reinstall the second Ultra ATA hard
drive using an 80-conductor cable.
The 80-conductor cable is standard
on select models.
Both slow and fast
UATA devices are on
the same data cable.
Change slow UATA devices to a
separate data cable connected to
the secondary IDE controller on the
system board.
Computer will not start.
Hard drive is damaged. Observe the beeps and LED lights
on the keyboard. See Appendix A,
“POST Error Messages” to
determine possible causes.
See your Worldwide Limited
Warranty for details.
Computer seems to be
locked up.
Program in use has
stopped responding to
commands.
Attempt the normal Windows “Turn
off Computer” procedure. If this
fails, press the power button for
four or more seconds to turn off the
power. To restart your computer,
press the power button again.
2–14
Troubleshooting Guide
Troubleshooting Without Diagnostics
Solving Display Problems
If you encounter display problems, see the documentation that came
with your monitor and to the common causes and solutions listed in
the following table.
Solving Display Problems
Problem
Cause
Solution
Blank screen.
Monitor is not turned
Turn on the monitor and check that
on and the monitor light the monitor light is on.
is not on.
The cable connections
are not correct.
Check the cable connection from
the monitor to the computer and to
the electrical outlet.
The energy saver
feature has been
enabled.
Press any key or click the mouse
button and, if set, type your
password.
The RGB (Red, Green, Set the monitor’s RGB input switch
Blue) input switch
on the monitor is
incorrectly set.
to 75 ohms and, if there is a sync
switch, set it to external.
System ROM is bad;
system is running in
Failsafe Boot Block
Reflash the ROM using a ROMPaq
diskette. See the “Failsafe Boot
Block ROM” section of the Desktop
mode (indicated by one Management Guide for more
long beep and three
short beeps).
information.
You are using a
Be sure that the monitor can accept
the same sweep rate as the
resolution chosen.
fixed-sync monitor and
it won’t sync at the
resolution chosen.
Computer is in Stand
By mode.
Press the power button to resume
from Stand By mode.
Troubleshooting Guide
2–15
Troubleshooting Without Diagnostics
Solving Display Problems (Continued)
Problem
Cause
Solution
Blank screen. (continued)
Monitor cable is
If the computer system has both an
plugged into the wrong integrated graphics connector and
connector.
an AGP card connector, plug the
monitor cable into the AGP card
connector in the expansion card
area on the back of the computer.
The VGA/BNC
selector switch is not
properly set.
Set the selector switch to agree
with the cable connection.
Monitor does not function
properly when used with
energy saver features.
Monitor without energy Disable monitor energy saver
saver capabilities is
feature.
being used with energy
saver features enabled.
Graphics colors are
wrong.
The cabling or monitor
impedance is incorrect.
1. If you are using BNC cables,
be sure that the Red,
Green, and Blue BNC
cables are connected to
the corresponding monitor
connectors.
2. Be sure your monitor’s RGB
inputs are set to 75 ohms.
Dim characters.
The brightness and
contrast controls are
not set properly.
Adjust the monitor brightness and
contrast controls.
Cables are not properly Check that the graphics cable is
connected.
securely connected to the graphics
card and the monitor.
The RGB switch on the Set the RGB switch (and sync
back of the monitor is
incorrectly set.
options, if this option is available)
to 75 ohms, with the sync set to
external. See the documentation
included with the monitor.
2–16
Troubleshooting Guide
Troubleshooting Without Diagnostics
Solving Display Problems (Continued)
Problem
Cause
Solution
Blurry video or requested
resolution cannot be set.
If the graphics
controller was
Install the video drivers on the
diskette included in the upgrade kit.
upgraded, the correct
graphics drivers may
not be loaded.
Monitor is not capable
of displaying requested
resolution.
Change requested resolution.
Screen goes blank.
You may have a screen Press any key or type password.
blanking utility installed
or energy saver
features are enabled.
The picture is broken up,
or it rolls, jitters, or flashes. connections may be
incomplete or the
The monitor
1. Be sure the monitor cable is
securely connected to the
computer.
monitor may be
incorrectly adjusted.
2. In a 2-monitor system or if
another monitor is in close
proximity, be sure the monitors
are not interfering with each
other’s electromagnetic field by
moving them apart.
3. Fluorescent lights or fans may
be too close to the monitor.
Monitor overheats.
There is not enough
ventilation space for
proper airflow.
Leave at least 3 inches (7.6 cm) of
ventilation space. Be sure there is
nothing sitting on top of the monitor
obstructing the air flow.
Troubleshooting Guide
2–17
Troubleshooting Without Diagnostics
Solving Audio Problems
If your computer has audio features and you encounter audio
problems, see the common causes and solutions listed in the
following table.
Solving Audio Problems
Problem
Cause
Solution
Sound does not come
out of the speaker or
headphones.
Software volume
control is turned down. the taskbar, then set volume by
Double-click the Speaker icon on
adjusting the volume slider.
CD-ROM or DVD
volume control on the
Turn the volume control knob on
front of computer to increase the
front of the computer is volume.
turned down.
The external speakers
are not turned on.
Turn on the external speakers.
External speakers
See the sound card documentation
plugged into the wrong for proper speaker connection.
audio jack.
Audio cable not
connected.
Connect audio cable between CD
or DVD-ROM drive and the system
board.
Headphones or
devices connected to
the line-out connector
mute the internal
speaker.
Turn on and use headphones or
external speakers, if connected, or
disconnect headphones or external
speakers.
Volume is muted.
1. From the Control Panel
program, click Sound, Speech
and Audio Devices, then click
Sounds and Audio Devices.
2. Click the Mute check box to
remove the check mark from
the box.
2–18
Troubleshooting Guide
Troubleshooting Without Diagnostics
Solving Audio Problems (Continued)
Problem
Cause
Solution
Sound does not come out
of the speaker or
Computer is in Stand
By mode.
Press the power button to resume
from Stand By mode.
headphones. (continued)
Noise or no sound comes
out of the speakers or
headphones.
Computer may not be
detecting the correct
speaker/headphone
type or output or
analog-to-digital
auto-sense is not
engaged.
1. If you are using digital
speakers that have a stereo
jack and want the system to
auto-switch to digital, use a
stereo-to-mono adapter
to properly engage the
auto-sense feature.
2. If a stereo-to-mono adapter
is not available, use the
multimedia device properties
to manually switch the audio
signal from analog to digital.
3. If the headphones have a
mono jack, use the multimedia
device properties to switch the
system to analog out.
For information on how to change
the Audio Output Mode, see
Appendix D, “Setting Up
Analog/Digital Audio Output.”
Troubleshooting Guide
2–19
Troubleshooting Without Diagnostics
If you set digital as your Output Mode, the internal speaker and
external analog speakers will no longer output audio until you switch
back to an auto-sense or analog mode.
✎
If you set analog as your Output Mode, external digital speakers will
not function until you change the output mode back to an auto-sense
or digital mode.
See Appendix D, “Setting up Analog/Digital Audio Output” for
additional information.
2–20
Troubleshooting Guide
Troubleshooting Without Diagnostics
Solving Printer Problems
If you encounter printer problems, see the documentation that came
with your printer and to the common causes and solutions listed in the
following table.
Solving Printer Problems
Problem
Cause
Solution
Printer will not print.
Printer is not turned on Turn the printer on and make sure it
and online.
is online.
The correct printer
drivers for your
application are not
installed.
1. Install the correct printer driver
for your application.
2. Try printing using the
DOS command:
DIR C:\ > [printer port]
where [printer port] is the
address of the printer being
used. If printer works, reload
printer driver.
If you are on a network, Make the proper network
you may not have
made the connection
to the printer.
connections to the printer.
Printer may have failed. Run printer self-test.
Printer will not turn on.
The cables may not be
connected properly.
Reconnect all cables and check the
power cord and electrical outlet.
Printer prints garbled
information.
The correct printer
driver for your
application is not
installed.
Install the correct printer driver for
your application.
The cables may not be Reconnect all cables.
connected properly.
Printer memory may be Reset the printer by turning it off for
overloaded.
one minute, then turn it back on.
Printer is offline.
The printer may be out
of paper.
Check the paper tray and refill it if
it is empty. Select online.
Troubleshooting Guide
2–21
Troubleshooting Without Diagnostics
Solving Keyboard and Mouse Problems
If you encounter keyboard or mouse problems, see the documentation
that came with your equipment and to the common causes and
solutions listed in the following table.
Solving Keyboard Problems
Problem
Cause
Solution
Keyboard commands and
typing are not recognized
by the computer.
Keyboard connector
is not properly
connected.
1. On the Windows desktop,
click Start.
2. Click Shut Down or Turn Off
Computer. The Turn Off
Computer dialog box is
displayed.
3. Select Shut Down or Turn Off.
4. After the shutdown is complete,
reconnect the keyboard to the
back of your computer and
restart the computer.
Program in use has
stopped responding
to commands.
Shut down your computer using
the mouse and then restart the
computer.
Keyboard needs
repairs.
See your Worldwide Limited
Warranty for details.
Cursor will not move using The Num Lock key
Press the Num Lock key. The
the arrow keys on the
may be on.
Num Lock light should not be on if
keypad.
you want to use the arrow keys.
2–22
Troubleshooting Guide
Troubleshooting Without Diagnostics
Solving Mouse Problems
Problem
Cause
Solution
Mouse does not respond
to movement or is
too slow.
Mouse connector is
not properly plugged
into the back of the
computer.
Shut down your computer using the
keyboard.
1. Press the Ctrl and Esc keys at
the same time (or press the
Windows logo key) to display
the Start menu.
2. Use the up or down arrow key
to select Shut Down or Turn
Off Computer and then press
the Enter key.
3. Use the up or down arrow key
to select the Shut Down or
Turn Off option and then press
the Enter key.
4. After the shutdown is complete,
plug the mouse connector into
the back of your computer (or
the keyboard) and restart your
computer.
Program in use has
stopped responding to
commands.
Shut down the computer using the
keyboard and then restart the
computer.
Mouse needs repairs.
See your Worldwide Limited
Warranty booklet for details.
Mouse will only move
vertically, horizontally, or
movement is jerky.
Mouse roller ball is
dirty.
Remove roller ball cover from the
bottom of the mouse and clean it
with a mouse cleaning kit available
from most computer stores.
Troubleshooting Guide
2–23
Troubleshooting Without Diagnostics
Solving Hardware Installation Problems
You may need to reconfigure the computer when you add or remove
hardware, such as an additional diskette drive. If you install a plug
and play device, Windows 98, Windows 2000, and Windows XP
automatically recognize the device and configure the computer. If
you install a non–plug and play device, you must reconfigure the
computer after completing installation of the new hardware. In
Windows 98 or Windows 2000, select the Add New Hardware icon
in the Control Panel (for Windows XP, use the Add Hardware
Wizard) and follow the instructions that appear on the screen. To
reconfigure the computer in Windows NT 4.0 after installing new
hardware, use the utility provided with the hardware.
Solving Hardware Installation Problems
Problem
Cause
Solution
A new device is not
recognized as part of
the system.
Device is not seated or Ensure that the device is properly
connected properly.
and securely connected and that
pins in the connector are not
bent down.
Cable(s) of new
Ensure that all cables are properly
and securely connected and that
pins in the cable or connector are
not bent down.
external device are
loose or power cables
are unplugged.
Power switch of new
external device is not
turned on.
Turn off the computer, turn on the
external device, then turn on the
computer to integrate the device
with the computer system.
When the system
advised you of
changes to the
Reboot the computer and follow the
instructions for accepting the
changes.
configuration, you did
not accept them.
2–24
Troubleshooting Guide
Troubleshooting Without Diagnostics
Solving Hardware Installation Problems (Continued)
Problem
Cause
Solution
A new device is not
recognized as part of the
system. (continued)
A plug and play board
may not automatically
configure when
added if the default
configuration conflicts
with other devices.
Use Windows 98, Windows 2000,
or Windows XP Device Manager to
deselect the automatic settings for
the board and choose a basic
configuration that doesn’t cause a
resource conflict. You can also use
Computer Setup to reconfigure or
disable devices to resolve the
resource conflict.
Computer will not start.
Wrong memory
1. Review the documentation that
came with your system to
modules were used in
the upgrade or memory
modules were installed
in the wrong location.
determine if you are using the
correct memory modules and
to verify the proper installation.
2. Observe the beeps and LED
lights on the keyboard. See
Appendix A, “POST Error
Messages” to determine
possible causes.
3. If you still cannot resolve the
issue, contact Compaq
Technical Support.
Troubleshooting Guide
2–25
Troubleshooting Without Diagnostics
Solving Network Problems
Some common causes and solutions for network problems are listed
in the following table. These guidelines do not discuss the process of
debugging the network cabling.
Solving Network Problems
Problem Cause
Remote Wakeup feature The Remote Wakeup
Solution
Use an RJ-45 network connection.
is not functioning.
feature is not available
when using an AUI
network connection.
Remote Wakeup is not
enabled.
Use the Network control
application to enable Remote
Wakeup. See the Desktop
Management Guide.
Network driver does
not detect network
controller.
Network controller is
disabled.
Run Computer Setup and enable
network controller.
Incorrect Network Driver.
Check the network controller
documentation for the correct
driver or obtain the latest driver
from the manufacturers Web site.
Network status link light
does not turn on or it
never flashes.
No active network is
detected.
Check cabling and network
equipment for proper connection.
Network controller is not
set up properly.
Use the Network control
application to verify that device
is working properly. See the
Network Communications Guide.
The network
✎
status light is
supposed to flash
when there is
network activity.
System is configured for
AUI connection.
No solution; link LED does not
apply to AUI connections.
Network driver is not
properly loaded.
Reinstall network drivers. See the
Network Communications Guide.
2–26
Troubleshooting Guide
Troubleshooting Without Diagnostics
Solving Network Problems (Continued)
Problem
Cause
Solution
Network status link light
does not turn on or
it never flashes.
System cannot autosense Disable auto-sensing capabilities
the network.
and force the system into the
correct operating mode. See the
Network Communications Guide.
(continued)
Diagnostics reports a
failure.
The cable is not securely
connected.
Ensure that the cable is securely
attached to the network connector
and that the other end of the cable
is securely attached to the correct
device.
The cable is attached to
the incorrect connector.
Ensure that the cable is attached
to the correct connector.
There is a problem with
the cable or a device at
Ensure that the cable and device
at the other end are operating
the other end of the cable. correctly.
Network controller
Under the Computer Setup
interrupt is shared with
an expansion board.
Advanced menu, change the
resource settings for the board.
The network controller
is defective.
Contact your Compaq authorized
service provider.
Diagnostics passes, but
the computer does not
communicate with the
network.
Network drivers are
not loaded, or driver
parameters do not match
current configuration.
Make sure the network drivers
are loaded and that the driver
parameters match the
configuration of the network
controller.
Make sure the correct network
client and protocol is installed.
The network controller
is not configured for this
computer.
Select the Network icon in the
Control Panel and configure the
network controller.
Network controller
Network controller
Under the Computer Setup
stopped working when
interrupt is shared with an Advanced menu, change the
an expansion board was expansion board.
resource settings for the board.
added to the computer.
Troubleshooting Guide
2–27
Troubleshooting Without Diagnostics
Solving Network Problems (Continued)
Problem
Cause
Solution
Network controller
stopped working when
an expansion board was
added to the computer.
(continued)
The network controller
requires drivers.
Verify that the drivers were not
accidentally deleted when the
drivers for a new expansion board
were installed.
The files containing the
network drivers are
corrupted.
Reinstall the network drivers,
using the Compaq Restore CD.
The expansion board
Use the Computer Setup to
installed is a network card disable the embedded NIC.
(NIC) and conflicts with
the embedded NIC.
Network controller stops
working without
apparent cause.
The files containing the
network drivers are
corrupted.
Reinstall the network drivers,
using the Compaq Restore CD.
The cable is not securely
connected.
Ensure that the cable is securely
attached to the network connector
and that the other end of the cable
is securely attached to the correct
device.
The network controller is
defective.
Contact your Compaq authorized
service provider.
New network card will
not boot.
New network card may
not be Compaq
compatible.
Install Compaq-compatible NIC or
change boot sequence to boot
from another device.
Cannot connect to
network server when
attempting Remote
System Installation.
The network controller is
not configured properly.
Run Computer Setup and modify
the NIC Settings.
System setup utility
reports unprogrammed
EEPROM.
Unprogrammed
EEPROM.
Contact your Compaq authorized
service provider.
2–28
Troubleshooting Guide
Troubleshooting Without Diagnostics
Solving Processor Problems
If you encounter processor problems, a common cause and solution
are listed in the following table.
Solving Processor Problems
Problem
Cause
Solution
Poor performance is
experienced.
Processor is hot.
1. Make sure the airflow to the
computer is not blocked.
2. Make sure the fans are
connected and working
properly (some fans only
operate when needed).
3. Make sure the processor
heatsink is installed properly.
Computer does not
recognize the second
processor just installed.
The Hardware
Install a multi-processor HAL. See
the instructions provided in the
processor upgrade option kit.
Abstraction Layer
(HAL) installed is a
single-processor HAL.
Troubleshooting Guide
2–29
Troubleshooting Without Diagnostics
Solving Memory Problems
If you encounter memory problems, some common causes and
solutions are listed in the following table.
CAUTION: Some models support ECC memory and non-ECC memory.
Other models support only non-ECC memory. For those systems
that do support ECC memory, Compaq does not support mixing ECC
and non-ECC memory. Doing so will cause the system to blink the
Num Lock LED on non-USB keyboards continuously and, if a speaker
is installed in the system, there will be a short beep followed by 2 long
beeps. In addition, the system will not boot the operating system.
Ä
See the “Interpreting the Diagnostic Lights” section of the Getting
Started guide to identify other possible memory problems.
✎
Solving Memory Problems
Problem
Cause
Solution
System won’t boot or does Memory module is not
Replace module with the correct
industry-standard device for your
computer.
not function properly after
installing additional
memory modules.
the correct type or
speed grade for the
system or the new
memory module is
not seated properly.
On some models, ECC and
non-ECC memory modules cannot
be mixed.
On a single-channel
Rambus memory
system, the RIMM
sockets may be empty.
Check to see that all RIMM sockets
contain either RIMMs or CRIMMs
and replace them if needed.
On dual-channel
RIMMs must be added in pairs that
are identical in speed, number of
devices, and manufacturer. If the
RIMM pairs are not identical,
replace them.
Rambus memory
system, RIMM pairs
may not be identical.
2–30
Troubleshooting Guide
Troubleshooting Without Diagnostics
Solving Memory Problems (Continued)
Problem
Cause
Solution
Out of memory error.
Memory configuration
may not be set up
correctly.
Use the Device Manager to check
memory configuration.
You have run out of
memory to run the
application.
Check the application
documentation to determine the
memory requirements.
Memory count during
POST is wrong.
The memory modules
may not be installed
correctly.
Check that the memory modules
have been installed correctly and
that proper modules are used.
Insufficient memory error
during operation.
Too many Terminate
and Stay Resident
programs (TSRs) are
installed.
Delete any TSRs that you do
not need.
You have run out of
memory for your
application.
Check the memory requirements
for the application or add more
memory to the computer.
Unit is on but there is no
video and, on most
Memory is not installed Reinstall memory modules.
correctly and system is
models, the Power LED is
flashing Red or Yellow.
not booting.
Troubleshooting Guide
2–31
Troubleshooting Without Diagnostics
Solving SCSI Problems
If you encounter SCSI device problems, see the common causes and
solutions listed in the following table.
Solving SCSI Problems
Problem
Cause
Solution
System with UATA and
SCSI drives will not boot
from SCSI hard drive.
A UATA drive is
Under Computer Setup, select
Storage > Controller Order, and
move the Integrated IDE controller
to the end of the list.
attached, the IDE
controller is enabled,
and the Integrated IDE
controller is listed
before the SCSI
adapter in Setup’s
Storage > Controller
Order menu.
System without a UATA
drive will not boot from a
SCSI drive.
The SCSI drive is not
configured correctly.
Ensure that drive cabling and
jumpers are set correctly. To boot
a SCSI drive, set the drive ID
number to 0.
Hard drive boot has
been disabled in
Computer Setup.
Under Computer Setup, select
Storage > Boot Order, and enable
the Hard Drive entry.
SCSI hard drives are not
recognized after being
installed when running
under Windows NT.
SCSI drivers were
not installed on the
system prior to the
Windows NT
Install the SCSI drivers on your
system first, then install
Windows NT.
To download SCSI drivers for your
Compaq system, visit the Compaq
Web site at www.compaq.com/support
installation.
For information on installing SCSI
drivers, see Appendix E, “Installing
SCSI Drivers for Windows NT
Installation.”
2–32
Troubleshooting Guide
Troubleshooting Without Diagnostics
Solving CD-ROM and DVD Problems
If you encounter CD-ROM or DVD problems, see the common
causes and solutions listed in the following table or to the
documentation that came with the optional device.
Solving CD-ROM and DVD Problems
Problem
Cause
Solution
System will not boot from
CD-ROM or DVD drive.
The CD-ROM or DVD
boot is not enabled
through the Computer
Setup utility.
Run the Computer Setup utility and
enable booting to removable media
and verify boot order settings.
Non-bootable CD in
drive.
Try a bootable CD in the drive.
CD-ROM or DVD devices
are not detected or driver
is not loaded.
Drive is not connected
properly or not properly with the optional device.
configured.
See the documentation that came
Movie will not play in the
DVD drive.
Movie may be
regionalized for a
different country.
See the documentation that came
with the DVD drive.
Decoder software is
not installed.
Install decoder software.
Cannot eject compact disc Disc not properly
Turn off computer and insert a thin
metal rod into the emergency eject
hole and push firmly. Slowly pull
the tray out from the drive until the
tray is fully extended, then remove
the disc.
(tray-load unit).
seated in the drive.
CD-ROM, CD-RW,
CD has been inserted
upside down.
Re-insert the CD with the label
facing up.
DVD-ROM, or DVD-R/RW
drive cannot read a disc or
takes too long to start.
Troubleshooting Guide
2–33
Troubleshooting Without Diagnostics
Solving CD-ROM and DVD Problems
Problem
Cause
Solution
CD-ROM, CD-RW,
DVD-ROM, or DVD-R/RW
drive cannot read a disc or because it has to
takes too long to start.
(continued)
The DVD-ROM drive
takes longer to start
Wait at least 30 seconds to let the
DVD-ROM drive determine the type
of media being played. If the disc
still does not start, read the other
solutions listed for this topic.
determine the type of
media played, such as
audio or video.
CD or DVD disc is dirty. Clean CD or DVD with a CD
cleaning kit, available from most
computer stores.
Windows does not
detect the CD-ROM or
DVD-ROM drive.
1. Use Device Manager to
remove or uninstall the device
in question.
2. Restart your computer and let
Windows detect the CD or DVD
driver.
Recording audio CDs is
difficult or impossible.
Wrong or poor quality
media type.
1. Try using a slower speed when
recording.
2. Verify that you are using the
correct media for the drive.
3. Try a different brand of media.
Quality varies widely between
manufacturers.
2–34
Troubleshooting Guide
Troubleshooting Without Diagnostics
Solving Software Problems
Most software problems occur as a result of the following:
■
■
■
■
■
The application was not installed or configured correctly.
There is insufficient memory available to run the application.
There is a conflict between applications.
Be sure that all the needed device drivers have been installed.
If you have installed an operating system other than the
factory-installed operating system, check to be sure it is
supported on your system.
Where available, run the Compaq Configuration Record Utility to
determine if any changes have been made to the software which may
be causing a problem. See the Desktop Management Guide on the
Documentation Library CD for more information.
If you encounter software installation problems using a SCSI hard
drive, see the applicable solutions listed in the following table:
Solving Software Problems
Problem
Cause
Solution
Windows NT is not
installing properly on a
SCSI hard drive.
SCSI drivers were
not installed on the
system prior to the
Windows NT
Install the SCSI drivers on your
system first, then install
Windows NT.
To download SCSI drivers for your
Compaq system, visit the Compaq
Web site at www.compaq.com/support
installation.
For information on installing SCSI
drivers, see Appendix E, “Installing
SCSI Drivers for Windows NT
Installation.”
Troubleshooting Guide
2–35
Troubleshooting Without Diagnostics
Solving Software Problems
Problem
Cause
Solution
Computer will not start.
System files may be
damaged.
Observe the beeps and LED lights
on the keyboard. See Appendix A,
“POST Error Messages” to
determine possible causes.
See your Compaq Restore kit or
your Worldwide Limited Warranty
for details.
“Illegal Operation has
Occurred” error message
is displayed.
Software being used is Verify that the software is certified
not Microsoft-certified
for your version of
Windows.
by Microsoft for your version of
Windows (see program packaging
for this information).
Configuration files are
corrupt.
If possible, save all data, close all
programs, and restart your
computer.
Contacting Compaq Customer Support
For help and service, contact your Compaq authorized reseller or
dealer. To locate a Compaq reseller or dealer near you, visit the
Compaq Web site at www.compaq.com.
If you take your computer to a Compaq authorized reseller, dealer, or
service provider for service, remember to provide the setup and
power-on passwords, if they are set.
✎
2–36
Troubleshooting Guide
A
Post Error Messages
This appendix lists the error codes, error messages, and the various
indicator light and audible sequences that you may encounter during
the Power-On Self-Test (POST) or computer restart, the probable
source of the problem, and what steps you can take to resolve the
error condition.
POST Numeric Codes and Text Messages
This section covers those POST errors that have numeric codes
associated with them. The section also includes some text messages
that may be encountered during POST.
Numeric Codes and Text Messages
Code/Message
Beeps
Probable Cause
Recommended Action
101-Option ROM
Error
1L, 1S*
System ROM
checksum.
1. Verify the correct ROM.
2. Flash the ROM if needed.
3. If an expansion board was
recently added, remove it
and see if the problem
remains.
4. Clear CMOS.
5. If the message disappears,
there may be a problem
with the expansion card.
6. Replace the system board.
*L = Long, S = Short
Troubleshooting Guide
A–1
Post Error Messages
Numeric Codes and Text Messages
Code/Message
Beeps
Probable Cause
Recommended Action
102-System
Board Failure
None
DMA, timers, and so
forth.
1. Clear CMOS.
2. Remove expansion boards.
3. Replace the system board.
103-System
Board Failure
None
None
DMA, timers, and so
forth.
1. Clear CMOS.
2. Remove expansion boards.
3. Replace the system board.
150-SafePost
Active
A PCI expansion card
is not responding.
1. Restart the computer.
2. Disable SafePost.
3. If the expansion card
does not respond, replace
the card.
162-System
2S*
Configuration incorrect. Run Computer Setup.
Options Not Set
RTC (real-time clock)
battery may need to
be replaced. Battery
life is approximately
3–5 years.
Reset the date and time under
Control Panel. If the problem
persists, replace the RTC
battery. See the Hardware
Reference Guide for
instructions on installing a new
battery, or contact your Compaq
authorized dealer or reseller for
RTC battery replacement.
*L = Long, S = Short
A–2
Troubleshooting Guide
Post Error Messages
Numeric Codes and Text Messages
Code/Message
Beeps
Probable Cause
Recommended Action
163-Time & Date
Not Set
2S*
Invalid time or date in
configuration memory.
Reset the date and time under
Control Panel (Computer
Setup can also be used to
update the RTC date and time).
If the problem persists, replace
the RTC battery. See the
Hardware Reference Guide for
instructions on installing a new
battery, or contact your Compaq
authorized dealer or reseller for
RTC battery replacement.
RTC (real-time clock)
battery may need to
be replaced. Battery
life is approximately
3–5 years.
CMOS jumper may not Check for proper placement
be properly installed.
of the CMOS jumper if
applicable.
164-MemorySize 2S*
Error
Memory configuration
incorrect.
1. Run Computer Setup or
Microsoft Windows utilities.
2. Make sure your memory
module(s) are installed
properly.
3. If third party memory has
been added, test using
Compaq-only memory.
4. Verify proper memory
module type.
183-Invalid
Processor
Jumper Setting
2S*
System board jumper
improperly set.
Reset system board jumpers
to match processor and bus
speeds (select models).
*L = Long, S = Short
Troubleshooting Guide
A–3
Post Error Messages
Numeric Codes and Text Messages
Code/Message
Beeps
Probable Cause
Recommended Action
201-Memory
Error
None
RAM failure.
1. Run Computer Setup or
Windows utilities.
2. Ensure memory and
continuity modules are
installed correctly.
3. Verify proper memory
module type.
4. Remove and replace the
memory module(s) one
at a time to isolate faulty
module.
5. Replace faulty memory
module(s).
6. If error persists after
replacing memory modules,
replace the system board.
202-Memory
Type Mismatch
None
2S*
Memory modules do
not match each other.
Replace memory modules with
matched sets.
207-ECC
Corrected Single
Bit Errors in
Memory Module
Socket(s) y,y, …
Single Bit ECC error.
1. Verify proper memory
module type.
2. Try another memory socket.
3. Replace memory module if
problem persists.
212-Failed
Processor
None
Processor has failed to
initialize.
1. Reseat the processor in its
socket.
2. If the processor does not
respond, replace it.
*L = Long, S = Short
A–4
Troubleshooting Guide
Post Error Messages
Numeric Codes and Text Messages
Code/Message
Beeps
Probable Cause
Recommended Action
213-Incompatible 2S*
Memory Module
in Memory
A memory module
in memory socket
identified in the error
message is missing
critical SPD
information, or is
incompatible with the
chipset.
1. Verify proper memory
module type.
2. Try another memory
socket.
Socket(s) X, X, ...
3. Replace DIMM with a
module conforming to
the SPD standard.
214-Memory
None
A specific error has
occurred in a memory
device installed in the
identified socket.
1. Verify proper memory
module type.
Device Failure.
Error code: XX,
Memory Module
Socket(s): XX
2. Try another memory
socket.
3. Replace memory module if
problem persists.
215-RIMM
Configuration
Error
None
RIMMs not properly
installed.
All RIMM sockets must be
populated with either RIMMs
or CRIMMs starting with
socket 1. On dual channel
systems, there must be a
RIMM in each channel. See
the Hardware Reference Guide
for a list of RIMM installation
guidelines.
301-Keyboard
Error
None
Keyboard failure.
1. Reconnect keyboard with
computer turned off.
2. Check connector for bent or
missing pins.
3. Ensure that none of the
keys are depressed.
4. Replace keyboard.
*L = Long, S = Short
Troubleshooting Guide
A–5
Post Error Messages
Numeric Codes and Text Messages
Code/Message
Beeps
Probable Cause
Recommended Action
303-Keyboard
Controller Error
None
I/O board keyboard
controller.
1. Reconnect keyboard with
computer turned off.
2. Replace the system board.
304-Keyboard or
System Unit Error
None
Keyboard failure.
1. Reconnect the keyboard
with computer turned off.
2. Ensure that none of the
keys are depressed.
3. Replace the keyboard.
4. Replace the system board.
401-Parallel
Port 1 Address
Assignment
Conflict
2S*
IRQ address conflicts
with another device.
Reset the IRQ.
402-Monochrome 1L,2S*
Adapter Failure
Monochrome display
controller.
Replace the Monochrome
display controller.
403-Parallel Port
3 Address
2S*
IRQ address conflicts
with another device.
Reset the IRQ.
Conflict Detected
404-Parallel Port
Address Conflict
Detected
2S*
Both external and
internal ports are
assigned to
1. Remove any parallel port
expansion cards.
2. Clear CMOS.
parallel port X.
3. Reconfigure card
resources and/or run
Computer Setup.
410-Audio
Interrupt Conflict
2S*
2S*
IRQ address conflicts
with another device.
Reset the IRQ.
411-Network
Interface Card
Interrupt Conflict
IRQ address conflicts
with another device.
Reset the IRQ.
*L = Long, S = Short
A–6
Troubleshooting Guide
Post Error Messages
Numeric Codes and Text Messages
Code/Message
Beeps
Probable Cause
Recommended Action
501-Display
Adapter Failure
1L, 2S*
Graphics display
controller.
1. Reseat the graphics card
(if applicable).
2. Clear CMOS.
3. Verify monitor is attached
and turned on.
4. Replace the graphics
controller.
510-Splash
Screen image
corrupted
None
None
None
Splash Screen image
has errors.
Install latest version of
ROMPaq to restore image.
511-CPU, Rear,
or Front Fan not
detected
Fan is not connected or 1. Reseat fan cable.
may have
malfunctioned.
2. Replace the fan.
601-Diskette
Controller Error
Diskette controller
circuitry or floppy drive
circuitry incorrect.
1. Run Computer Setup.
2. Check and/or replace
cables.
3. Clear CMOS.
4. Replace diskette drive.
5. Replace the system board.
602-Diskette
Boot Record
Error
None
Diskette in Drive A not
bootable.
Replace the diskette.
*L = Long, S = Short
Troubleshooting Guide
A–7
Post Error Messages
Numeric Codes and Text Messages
Code/Message
Beeps
Probable Cause
Recommended Action
605-Diskette
Drive Type Error
2S*
Mismatch in drive type.
1. Run Computer Setup or
Microsoft Windows NT,
Microsoft Windows 95, or
Microsoft Windows 98
utilities.
2. Disconnect any other
diskette controller devices
(tape drives).
3. Clear CMOS.
610-External
Storage Device
Failure
None
2S*
External tape drive not
connected.
Reinstall tape drive or press
F1 and allow system to
reconfigure without the drive.
611-Primary
Floppy Port
Address
Configuration error.
Run Computer Setup
or Windows NT or
Windows utilities.
Assignment
Conflict
612-Secondary
Floppy Port
Address
Assignment
Conflict
2S*
Configuration error.
1. Run Computer Setup.
2. Remove expansion cards.
3. Clear CMOS.
660-Display
cache is detected
unreliable
None
None
Integrated graphics
controller display
cache is not working
properly and will be
disabled.
Replace system board if
minimal graphics degrading
is an issue.
912-Computer
Cover Has Been
Removed Since
Last System
Startup
No action required.
*L = Long, S = Short
A–8
Troubleshooting Guide
Post Error Messages
Numeric Codes and Text Messages
Code/Message
Beeps
Probable Cause
Recommended Action
914-Hood Lock
Coil is not
Connected
None
Smart Cover Lock
mechanism is missing
or not connected.
1. Reconnect or replace
hood locking mechanism.
2. Reseat or replace hood
locking mechanism cable.
916-Thermal
Sensor from
Processor
None
Processor heatsink
cable not connected to
system board.
Reseat or replace the
processor heatsink cable
going to the system board.
Heatsink is not
Connected
917-Expansion
Riser not
Detected
None
2S*
Riser board not seated Install riser board if missing or
or not installed.
remove and reseat to ensure
good connection.
1151-Serial Port
1 Address
Conflict Detected
Both external and
internal serial ports are
assigned to COM1.
1. Remove any serial port
expansion cards.
2. Clear CMOS.
3. Reconfigure card
resources and/or run
Computer Setup or
Windows utilities.
1152-Serial
Port 2 Address
Conflict Detected
2S*
Both external and
internal serial ports are
assigned to COM2.
1. Remove any serial port
expansion cards.
2. Clear CMOS.
3. Reconfigure card
resources and/or run
Computer Setup or
Windows utilities.
*L = Long, S = Short
Troubleshooting Guide
A–9
Post Error Messages
Numeric Codes and Text Messages
Code/Message
Beeps
Probable Cause
Recommended Action
1155-Serial Port
Address Conflict
Detected
2S*
Both external and
internal serial ports are
assigned to same IRQ.
1. Remove any serial port
expansion cards.
2. Clear CMOS.
3. Reconfigure card resources
and/or run Computer Setup
or Windows utilities.
1201-System
Audio Address
Conflict Detected
2S*
Device IRQ address
conflicts with another
device.
Reset the IRQ.
Reset the IRQ.
Reset the IRQ.
1202-MIDI Port
Address Conflict
Detected
2S*
Device IRQ address
conflicts with another
device.
1203-Game Port
Address Conflict
Detected
2S*
Device IRQ address
conflicts with another
device.
1611-Fan failure
detected
None
Chassis fan not
connected to the
system board.
1. Reconnect the fan.
2. Replace the fan.
3. Replace the system board.
1720-SMART
Hard Drive
Detects Imminent
Failure
None
Hard drive is about
to fail. (Some hard
drives have a firmware
patch that will fix an
erroneous error
1. Determine if hard drive
is giving correct error
message. Run the Drive
Protection System test if
available.
message.)
2. Apply firmware patch
if applicable. (See
support/techpubs/
customer_advisories.)
3. Back up contents and
replace hard drive.
*L = Long, S = Short
A–10
Troubleshooting Guide
Post Error Messages
Numeric Codes and Text Messages
Code/Message
Beeps
Probable Cause
Recommended Action
1721-SMART
SCSI Hard Drive
Detects Imminent
Failure
None
Hard drive is about to
fail. (Some hard drives
have a firmware patch
that will fix an
erroneous error
message).
1. Determine if hard drive
is giving correct error
message.
2. Apply firmware patch if
applicable.
3. Back up contents and
replace hard drive.
1782-Disk
Controller Failure
None
Hard drive circuitry
error.
1. Run Computer Setup.
2. Clear CMOS.
3. Check cable seating/jumper
settings.
4. Run hard drive diagnostics.
5. Disconnect additional
drives.
6. Run the Drive Protection
System test if available.
7. Check www.compaq.com/
support/techpubs/
customer_advisories/
for possible changes when
using Windows NT 4.0
Service Pack 4.
8. Replace the hard drive.
9. Replace the system board.
1800-Tempera-
ture Alert
None
Internal temperature
exceeds specification.
1. Check that computer air
vents are not blocked and
cooling fan is running.
2. Verify processor speed
selection.
3. Replace the processor.
4. Replace the system board.
Troubleshooting Guide
A–11
Post Error Messages
Numeric Codes and Text Messages
Code/Message
Beeps
Probable Cause
Recommended Action
1801
None
Processor is not
supported by
ROM BIOS.
Upgrade BIOS to proper
version.
1998-Master
Boot Record has
been lost.
1L, 2S*
1L*
The previously saved
copy of the MBR has
been corrupted.
Run Computer Setup and
save the MBR of the current
bootable disk.
1999-Master
Boot Record has
changed.
The current MBR
does not match the
previously saved copy
of the MBR.
Use extreme caution. The
MBR may have been updated
due to normal disk maintenance
activities (disk manager, fdisk,
or format). Replacing the
previously saved MBR in such
situations can cause data loss.
If you are certain the MBR
change is unintentional and
undesired (e.g. due to a virus),
then run Computer Setup and
restore the previously saved
MBR copy. Otherwise, run
Computer Setup and either
disabled MBR security or
save the MBR of the current
bootable disk.
2000-Master
Boot Record
Hard Drive has
changed.
1L, 2S*
The current bootable
hard drive is not the
same as the one that
was present when
MBR Security was
enabled.
Run Computer Setup and
either disable MBR security or
save the MBR of the current
bootable disk.
*L = Long, S = Short
A–12
Troubleshooting Guide
Post Error Messages
Numeric Codes and Text Messages
Code/Message
Beeps
Probable Cause
Recommended Action
Invalid Electronic
Serial Number.
None
Electronic serial
number has become
corrupted.
1. Run Computer Setup. If
Setup already has data
in the field or will not allow
the serial number to be
entered, download from
www.compaq.com and run
SP5572.EXE (SNZERO.EXE).
2. Run Computer Setup and
try to enter serial number
under Security, System ID,
then save changes.
ECC Multiple Bit
Error Detected in
Memory Module.
None
None
Chipset has detected
more than one bad bit
in a 64bit quadword of
the memory array.
Replace the memory module.
Parity Check 2.
Parity RAM failure.
Run Computer Setup and
Diagnostic Utilities.
Troubleshooting Guide
A–13
Post Error Messages
POST Diagnostic Keyboard LEDs, Front Panel LEDs
and Audible Codes
This section covers the keyboard and front panel LED codes as well
as the audible codes that may occur during POST that do not
necessarily have an error code or text message associated with them.
If your system is equipped with a Universal Serial Bus (USB)
keyboard, you may hear the beep sequences for some of the keyboard
light error codes, but you may not see the flashing keyboard lights.
✎
Diagnostic Keyboard LEDS, Front Panel LEDs and Audible Codes
Activity
Beeps
Probable Cause
Recommended Action
Audible
1L, 3S*
System ROM is bad;
system is running
in Failsafe Boot
Block mode.
Reflash the ROM using a
ROMPaq diskette. See the
“Failsafe Boot Block ROM”
section of the Desktop
Management Guide.
Flashing Caps
Lock LED on
Keyboard.
1L, 2S*
Graphics controller not
present or incorrectly
initialized.
1. Clear CMOS.
2. If graphics card has been
added, remove and
reseat.
3. Reseat riser board if
applicable.
*L = Long, S = Short
A–14
Troubleshooting Guide
Post Error Messages
Diagnostic Keyboard LEDS, Front Panel LEDs and Audible Codes
Activity
Beeps
Probable Cause
Recommended Action
Flashing Num
Lock LED on
Keyboard (on
select models.)
1S, 2L*
System memory not
present.
1. Check memory module
(see the relevant section
of the Hardware
Reference Guide).
2. Remove and reseat
memory module.
3. See the “Solving Memory
Problems” section of this
guide.
CAUTION: Some models support ECC memory and non-ECC memory. Other models
support only non-ECC memory. For those systems that do support ECC memory,
Compaq does not support mixing ECC and non-ECC memory. In addition, the
system will not boot the operating system.
Ä
Num Lock LED On None
(keyboard).
Failed Boot Block.
Reflash the ROM using a
ROMPaq diskette. See the
“Failsafe Boot Block ROM”
section of the Desktop
Management Guide.
Flashing Scroll
Lock LED on
keyboard (on
2L, 1S*
System board hardware Replace system board.
failure (prior to
graphics).
select models.)
Green Power
LED flashes
1x / second.
None
None
Computer in normal
Suspend mode.
None
None
Green Power
LED On.
Computer on.
*L = Long, S = Short
Troubleshooting Guide
A–15
Post Error Messages
Diagnostic Keyboard LEDS, Front Panel LEDs and Audible Codes
Activity
Beeps
Probable Cause
Recommended Action
Red or Yellow
Power LED
None
Power supply
overloaded.
1. Push in power button.
LED should be green.
flashes every
2 seconds (on
select models.)
2. Remove all AC power
from computer, wait
30 seconds, then apply
power.
3. Remove load from power
supply by removing
options one at a time
until computer runs.
4. Check for damage to
system board.
5. Replace system board.
6. Replace power supply.
Flashing Power
and Hard Drive
Green LEDs.
None
Unseated riser board.
1. Remove riser board.
2. Wipe connector.
3. Reinstall riser board (see
the Hardware Reference
Guide for directions on
removing the riser board).
A–16
Troubleshooting Guide
Post Error Messages
Diagnostic Keyboard LEDS, Front Panel LEDs and Audible Codes
Activity
Beeps
Probable Cause
Recommended Action
Yellow or Green
Power LED
flashes every
second (on select
models.)
None
System memory error.
1. Check memory module
(see the relevant section
of the Hardware
Reference Guide).
2. Remove and reseat
memory module.
3. See the “Solving Memory
Problems” section of this
guide.
Red or Yellow
Power LED On
None
None
Processor unseated.
Computer overheated.
Reseat processor in system
board.
Red or Yellow
Power LED is:
1. Install computer cover
or access panel if
necessary.
1. Flashing four
times per
2. Ensure that computer air
vents are not blocked and
internal fan is running.
second, Or
2. Flashing two
times one
secondapart,
followed by a
two second
pause, Or
3. Not flashing.
Troubleshooting Guide
A–17
B
Password Security and Resetting CMOS
This computer supports security password features, which can be
established through the Computer Setup Utilities menu.
This computer supports two security password features that are
established through the Computer Setup Utilities menu: setup
password and power-on password. When you establish only a setup
password, any user can access all the information on the computer
except Computer Setup. When you establish only a power-on
password, the power-on password is required to access Computer
Setup and any other information on the computer. When you establish
both passwords, only the setup password will give you access to
Computer Setup.
When both passwords are set, the setup password can also be used
in place of the power-on password as an override to log into the
computer. This is a useful feature for a network administrator.
If you forget the password for your computer, there are two methods
for clearing that password so you may gain access to the information
on the computer:
■
■
Resetting the password jumper
Using the Clear CMOS button
CAUTION: Pushing the CMOS button will reset CMOS values to factory
defaults and will erase any customized information including passwords,
asset numbers, and special settings. It is important to back up the
computer CMOS settings before resetting them in case they are needed
later. Back up is easily done through Computer Setup. See the
Computer Setup (F10) Utility Guide for information on backing up your
CMOS settings.
Ä
Troubleshooting Guide
B–1
Password Security and Resetting CMOS
Resetting the Password Jumper
To disable the power-on or setup password features, or to clear the
power-on or setup passwords, complete the following steps:
1. Shut down the operating system properly, then turn off the
computer and any external devices, and disconnect the power
cord from the power outlet.
2. Disconnect the keyboard, monitor, and any other external devices
connected to the computer.
WARNING: To reduce the risk of personal injury from electrical shock
and/or hot surfaces, be sure to disconnect the power cord from the wall
outlet, and allow the internal system components to cool before
touching.
Å
Ä
Ä
CAUTION: When the computer is plugged in, the power supply always
has voltage applied to the system board even when the unit is turned
off. Failure to disconnect the power cord can result in damage to the
system.
CAUTION: Static electricity can damage the electronic components
of the computer or optional equipment. Before beginning these
procedures, ensure that you are discharged of static electricity by briefly
touching a grounded metal object. See the Safety & Regulatory
Information guide for more information.
3. Remove the computer cover or access panel.
4. Locate the header and jumper.
On most system boards, the header is labeled E49 or P49.
✎
✎
For assistance locating the password jumper and other system board
components, see the Illustrated Parts Map (IPM) for your particular
system.
5. Remove the jumper from pins 1 and 2. Place the jumper over
pin 2 only, in order to avoid losing it.
B–2
Troubleshooting Guide
Password Security and Resetting CMOS
6. Replace the computer cover or access panel.
7. Reconnect the external equipment.
8. Plug in the computer and turn on power. Allow the operating
system to start. This clears the current passwords and disables the
password features.
9. To re-enable the password features, repeat steps 1-4, then replace
the jumper on pins 1 and 2.
10. Repeat steps 6-8, then establish new passwords. See the
Computer Setup (F10) Utility Guide for Computer Setup
instructions.
Clearing and Resetting the CMOS
The computer’s configuration memory (CMOS) stores password
information and information about the computer’s configuration.
Using the CMOS Button
1. Turn off the computer and any external devices, and disconnect
the power cord from the power outlet.
2. Disconnect the keyboard, monitor, and any other external
equipment connected to the computer.
WARNING: To reduce the risk of personal injury from electrical shock
and/or hot surfaces, be sure to disconnect the power cord from the wall
outlet, and allow the internal system components to cool before
touching.
Å
Ä
CAUTION: When the computer is plugged in, the power supply always
has voltage applied to the system board even when the unit is turned
off. Failure to disconnect the power cord can result in damage to the
system.
Troubleshooting Guide
B–3
Password Security and Resetting CMOS
CAUTION: Static electricity can damage the electronic components
Ä
Ä
of the computer or optional equipment. Before beginning these
procedures, ensure that you are discharged of static electricity by briefly
touching a grounded metal object. See the Safety & Regulatory
Information Guide for more information.
3. Remove the computer cover or access panel.
CAUTION: Pushing the CMOS button will reset CMOS values to factory
defaults and will erase any customized information including passwords,
asset numbers, and special settings. It is important to back up the
computer CMOS settings before resetting them in case they are needed
later. Back up is easily done through Computer Setup. See the
Computer Setup (F10) Utility Guide for information on backing up your
CMOS settings.
4. Locate, press, and hold the CMOS button in for 5 seconds.
CMOS button
B–4
Troubleshooting Guide
Password Security and Resetting CMOS
5. Replace the computer cover or access panel.
For assistance locating the CMOS button and other system board
components, see the Illustrated Parts Map (IPM) for your particular
system.
✎
✎
6. Reconnect the external devices.
7. Plug in the computer and turn on power.
You will need to reset your passwords and any special system setups
along with the date and time.
See the Desktop Management Guide for further instructions on
reestablishing passwords. For instructions on Computer Setup, see the
Computer Setup (F10) Utility Guide.
Using Computer Setup to Reset CMOS
To reset CMOS, you must first access the Computer Setup Utilities
menu.
When the Computer Setup message appears in the lower-right corner
of the screen, press the F10 key. Press Enter to bypass the title screen,
if necessary.
If you do not press the F10 key while the message is displayed, you
must turn the computer off, then on again, to access the utility.
✎
A choice of five headings appears in the Computer Setup Utilities
menu: File, Storage, Security, Power, and Advanced.
To reset CMOS to the factory default settings first set time and date,
then use the arrow keys or the Tab key to select File > Set Defaults
and Exit. This resets the soft settings that include boot sequence order
and other factory settings. It will not, however, force hardware
rediscovery.
See the Desktop Management Guide for further instructions on
reestablishing passwords. For instructions on Computer Setup, see the
Computer Setup (F10) Utility Guide.
Troubleshooting Guide
B–5
C
Drive Protection System (DPS)
Introducing the Drive Protection System
The Compaq Drive Protection System (DPS) is a diagnostic tool
built into the hard drives installed in select Evo Desktops and Evo
Workstations. DPS is designed to help diagnose problems that might
result in unwarranted hard drive replacement.
When these systems are built, each installed hard drive is tested using
DPS, and a permanent record of key information is written onto the
drive. Each time DPS is run, test results are written to the hard drive.
Your service provider can use this information to help diagnose
conditions that caused you to run the DPS software.
Running DPS will not affect any programs or data stored on the hard
drive. The test resides in the hard drive firmware and can be executed
even if the computer will not boot to an operating system. The time
required to execute the test depends on the manufacturer and size of
the hard drive; in most cases, the test will take approximately two
minutes per gigabyte.
Use DPS when you suspect a hard drive problem. If the computer
reports a SMART Hard Drive Detect Imminent Failure message, there
is no need to run DPS; instead, back up the information on the hard
drive and contact your Compaq service provider for a replacement
hard drive.
Troubleshooting Guide
C–1
Drive Protection System (DPS)
Accessing DPS Through Compaq Diagnostics for Windows
To access DPS through Compaq Diagnostics for Windows, perform
the following steps:
1. Turn on the computer and select My Computer > Control
Panel > Compaq Diagnostics.
A choice of five possible headings appears in the Diagnostics
screen: Overview, Test, Status, Log, and Error.
2. Select Test > Type of Test.
A choice of three tests appear: Quick Test, Complete Test, and
Custom Test.
3. Select Custom Test.
A choice of two test modes is offered: Interactive Mode and
Unattended Mode.
4. Select Interactive Test > Storage > Hard Drives.
5. Select the specific drives to be tested > Drive Protection System
Test > Begin Testing.
When the test has been completed, one of three messages will be
displayed for each of the drives tested:
■
■
■
Test Succeeded. Completion Code 0.
Test Aborted. Completion Code 1 or 2.
Test Failed. Drive Replacement Recommended. Completion
Code 3 through 14.
If the test failed, the completion code should be recorded and reported
to your service provider for help in diagnosing the computer problem.
C–2
Troubleshooting Guide
Drive Protection System (DPS)
Accessing DPS Through Computer Setup
When the computer does not power on properly you should use
Computer Setup to access the DPS program. To access DPS, perform
the following steps:
1. Turn on or restart the computer.
2. When the F10 Setup message appears in the lower-right corner of
the screen, press the F10 key.
If you do not press the F10 key while the message is displayed, you
must turn the computer off, then on again, to access the utility.
✎
✎
A choice of five headings appears in the Computer Setup Utilities
menu: File, Storage, Security, Power, and Advanced.
3. Select Storage > IDE DPS Self-Test.
The screen will display the list of DPS-capable hard drives that
are installed on the computer.
If no DPS capable hard drives are installed, the IDE DPS Self-Test
option will not appear on the screen.
4. Select the hard drive to be tested and follow the screen prompts to
complete the testing process.
When the 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 through 14.
If the test failed, the completion code should be recorded and reported
to your service provider for help in diagnosing the computer problem.
Troubleshooting Guide
C–3
D
Setting up Analog/Digital Audio Output
Some computers or workstations may have an integrated audio
solution that supports analog or digital external stereo speakers.
These systems are capable of auto-sensing the speaker type and
outputting the correct signal. To manually change between analog,
digital and auto-sense, complete the following set of procedures
based on your operating system.
If you set digital as your Output Mode, the internal speaker and
✎
external analog speakers will no longer output audio until you switch
back to an auto-sense or analog mode. If you set analog as your
Output Mode, external digital speakers will not function until you
change the output mode back to an auto-sense or digital mode.
Microsoft Windows 98 and Microsoft Windows 2000
1. Click Start > Settings > Control Panel and double-click the
System icon to open the System Properties panel.
2. Select Device Manager from the System Properties panel.
3. Click the “+” next to the Sound, Video and Game Controllers
to expand it.
4. For Windows 98, go to step 5.
For Windows 2000, go to step 6.
5. In Windows 98 highlight the appropriate audio device, then click
Properties to open its Properties panel.
Continue with step 7.
6. In Windows 2000, double-click the appropriate audio device to
open its Properties panel.
Troubleshooting Guide
D–1
Setting up Analog/Digital Audio Output
7. In the Configuration area of the Settings tab, change the Output
Mode to the desired setting.
8. Click OK to close the Properties panel.
9. Close the System Properties panel.
10. Close the Control Panel.
Microsoft Windows NT 4.0
1. Click Start > Settings > Control Panel and double-click the
Multimedia icon to open the Multimedia Properties panel.
2. Select the Device tab at the top of the panel.
3. Click the “+” next to the “Audio Devices” to expand it.
4. Click the appropriate audio device to highlight it.
5. Click Properties to open the Properties panel and click Settings.
6. Change the Output Mode to the desired setting.
7. Click OK to close the Properties panel.
8. Close the Multimedia Properties panel.
9. Close the Control Panel.
Microsoft Windows XP
1. Click Start > Control Panel and then double-click the Sounds,
Speech, and Audio Devices icon.
2. Select the Hardware tab.
3. Highlight the appropriate audio device.
4. Click Properties to open up the Device Properties panel.
5. Click the Properties tab.
6. Click the “+” next to “Audio Devices” to expand it.
7. Highlight the appropriate driver by clicking it.
D–2
Troubleshooting Guide
Setting up Analog/Digital Audio Output
8. Click Properties.
9. Click Settings.
10. Change the Output Mode to the desired setting.
11. Click OK to close the Properties panel.
12. Close the Control Panel.
Troubleshooting Guide
D–3
E
Installing SCSI Drivers for Windows NT
Installation
The information in this appendix applies to Evo Workstations only.
The following information does not apply if you are completing the
✎
initial setup of the preinstalled software or if you are restoring your
preinstalled image from the Compaq Restore CD.
If your workstation has a SCSI hard drive installed and you are
installing Microsoft Windows NT from a retail Microsoft Windows
NT Workstation CD or directly from the Compaq Operating System
CD, you must complete the following steps.
On a secondary system:
1. Go to the following Compaq Web site:
2. Under locate by computer, select your workstation model and
Microsoft Windows NT 4.0, then click Go.
3. Under Storage, choose Family Manager Set Drivers for your
specific SCSI controller. Visit the following Compaq Web site if
you are not sure which controller shipped with your system:
4. Download the Softpaq to a temporary directory, then execute it to
create a diskette with the required SCSI drivers.
Troubleshooting Guide
E–1
Installing SCSI Drivers for Windows NT Installation
On your primary system:
1. Place the OS CD in the CD-ROM drive and boot the system.
2. When the message “Setup is inspecting your computer’s
hardware configuration” display, press the F6 key. The system
will prompt you for the SCSI drivers.
3. Insert the diskette containing the drivers. When prompted,
choose S from the list to specify an additional device.
4. Choose Other from the list. When prompted, select your SCSI
controller.
5. Press the Enter key to continue the installation.
After the drivers are installed, install Windows NT on your SCSI hard
drive. Remember to install the latest Service Pack.
For more information, visit the Compaq Web site at:
✎
Click on your workstation model, then look for a Customer Advisory
related to the issue.
E–2
Troubleshooting Guide
A
audio output D–1
audio problems 2–18
installing 1–3
B
battery
Menu Bar 1–2
overview 1–1
running tests 1–5
ToolBar 1–2
real-time clock 2–4
Blank screen 2–15
booting options
Full Boot 2–1
Quick Boot 2–1
accessing C–2
C
CMOS
driver
SCSI E–1
backing up B–1
CMOS button B–1
error codes A–1
using B–3
floppy port A–8
Full Boot 2–1
running 1–7
1–8
game port A–10
J
computer
jumper settings 2–13
pauses 2–5
won’t power on 2–6
computer cover A–8
K
keyboard 2–2
keyboard error A–5
Troubleshooting Guide
Index–1
Index
printer problems 2–21
L
LEDs 2–4, 2–6, 2–7, 2–31
blinking power A–16, A–17
flashing caps lock A–14
flashing Num lock A–15
flashing Scroll lock A–15
audio 2–18
diskette 2–8
display 2–15
general 2–3
keyboard 2–22
memory 2–30
minor 2–2
mouse 2–23
network 2–26
printer 2–21
M
memory error A–3, A–4
memory problems 2–30
MIDI port A–10
minor problems 2–2
monitor
blurry video 2–17
dim characters 2–16
overheats 2–17
mouse problems 2–22
N
SCSI 2–32
software 2–35
network problems 2–26
processor
failed A–4
P
parallel port A–6
resetting B–2
Quick Boot 2–1
passwords
clearing B–1
resetting
power-on B–1
setup B–1
POST 2–1
Post Error Messages A–1
power supply 2–7
power-on password B–1
CMOS B–1
password jumper B–1
RIMM sockets 2–30
RTC battery A–3
Index–2
Troubleshooting Guide
protecting 1–10
restoring 1–10
software problems 2–35
System Board A–2
S
SCSI device problems 2–32
SCSI drivers
installing E–1
security password B–1
serial port A–9
setup password B–1
SMART Hard Drive A–10
software
T
temperature alert A–11
Time & Date A–3
Troubleshooting Guide
Index–3
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