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b T r oubleshooting Guide Compaq Ev o Desktop F amily Compaq Ev o W orkstation F amily Document P ar t Number : 177620-006 May 2002 This guide provides helpful hints and solutions for troubleshooting the abov e products as well as scenarios for possible hardware and software problems.
© 2002 Compaq Information T echnologies Group, L.P . Compaq, the Compaq logo and Evo are trademarks of Compaq Information T echnologies Group, L.P . in th e U.S. and/or other countries. Microsoft, MS-DOS, W indows, W indo ws NT , and W indows XP are trademarks of Microsoft Corporation in the U.
T roubleshooting Guide iii Contents 1 Computer Diagnostic Features Compaq Diagnostics for Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–1 Installing Compaq Diagnostics for Windows . . . . . . . . . . . . .
iv T roubleshooting Guide Contents A Post Error Messages POST Numeric Codes and Text Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A–1 POST Diagnostic Keyboard LEDs, Front Panel LE Ds and Audible Codes . . . . . . . . A–14 B Password Security and Resetting CMOS Resetting the Password Jumper .
T roubleshooting Guide 1–1 1 Computer Diagnostic Features Compaq Diagnostics f or Windo ws The Compaq Diagnostics for W indo ws (DFW) utility is a component of Intelligent Manageability that allo ws.
1–2 T roubleshooting Guide Computer Diagnostic F eatures Menu Bar—File, Categories, Navigation, Le vel, T ab, Help At the top of the Compaq Diagnostics for W indows screen is the Menu Bar consisti.
T roubleshooting Guide 1–3 Computer Diagnostic F eatures T abs—Over view , T est, Status, Log, Error Belo w the T oolBar are fi ve tabs: ■ Overvie w—The Overvie w window displays general o verview information about the computer . This is the window that is displayed when you first start th e utility .
1–4 T roubleshooting Guide Computer Diagnostic F eatures 3. Click Next to install Compaq Diagnostics for W indows. 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.
T roubleshooting Guide 1–5 Computer Diagnostic F eatures ✎ T o print the information, click File, then select Print. Select one of the follo wing options: Detailed Report (All Categories), Summary Report (All Categories), or Current Category . Click OK to print the report you selected.
1–6 T roubleshooting Guide Computer Diagnostic F eatures 3. Select one of the follo wing options: ❏ Quick T est—Runs a quick, general test on each device. Requires no user intervention if Unattended Mode is selected. ❏ Complete T est—Runs maximum testing of each device.
T roubleshooting Guide 1–7 Computer Diagnostic F eatures Compaq Configuration Recor d Utility Compaq Configuration Record Utility is a windo ws-based information-gathering tool similar to other Compaq management tools.
1–8 T roubleshooting Guide Computer Diagnostic F eatures ✎ The Compaq Configuration Record Utility has tw o vie w options: Show Changed Items Only and Show All. The default vie w is Show Changed Items Only , therefore all the text is displayed in the color red since it sho ws only the differences.
T roubleshooting Guide 1–9 Computer Diagnostic F eatures The Compaq Remote Diagnostics Enabling Agent provides a W eb bro wser interface to Compaq Diagnos tics for W indows. This enables remote control of the diagnostics and facilitates easy transfer of computer information from remote machines to a service provider .
1–10 T roubleshooting Guide Computer Diagnostic F eatures Pr otecting Y our Software T o protect software from loss or damage, you should k eep a backup copy of all system software, applications, and related f iles stored on the hard dri ve.
T roubleshooting Guide 2–1 2 T r oubleshooting Without Dia gnostics This guide provides information on ho w to identify and correct minor disk, graphics, memory , and software problems.
2–2 T roubleshooting Guide T roubleshooting Without Diagnostics Helpful Hints If you encounter some minor problems with your computer , monitor , or software, see the follo wing list of general suggestions before taking further action: ■ Check that the computer and moni tor are plugged into a working electrical outlet.
T roubleshooting Guide 2–3 T roubleshooting Without Diagnostics Solving General Pr oblems Y ou may be able to easily resolve the general problems described in this section.
2–4 T roubleshooting Guide T roubleshooting Without Diagnostics Computer date and time displa y is incorrect. R TC (real-time clock) batter y ma y need to be replaced. Batter y lif e is appro ximately 3–5 years . First, reset the date and time under Control P anel ( Computer Setup can also be used to update the R TC date and time).
T roubleshooting Guide 2–5 T roubleshooting Without Diagnostics Computer appears to pause periodically . Network driver is loaded and no network connection is established. Establish a netw ork connection, or use Computer Setup or Microsoft Windows De vice Manager to disable the network controller .
2–6 T roubleshooting Guide T roubleshooting Without Diagnostics Solving P o wer Supply Pr oblems Solving P ower Supply Pr oblems Prob lem Cause Solution Computer won’t turn on (P ower LED on front of computer not on). Computer is not connected to an e xter nal pow er source.
T roubleshooting Guide 2–7 T roubleshooting Without Diagnostics P ower LED flashes Red or Y ellow e ver y 2 seconds on most models. (continued) P ower supply shuts down after system warms up. Thermal ov er load caused by bad f an. Replace power supply .
2–8 T roubleshooting Guide T roubleshooting Without Diagnostics Solving Diskette Pr oblems Common causes and solutions for diskette problems are listed in the follo wing table. ✎ Y ou may need to reconfigure the co mputer when you add or remov e hardware, such as an additional diskette dri ve.
T roubleshooting Guide 2–9 T roubleshooting Without Diagnostics Drive not f ound. (continued) Y ou attempted to hot plug a remov able hard drive that has DriveLoc k security enabled. (This f eature suppor ted on select models only .) Shut down Windo ws and tur n off the computer .
2–10 T roubleshooting Guide T roubleshooting Without Diagnostics A problem has occurred with a disk transaction. The director y structure is bad, or there is a problem with a file . In Windows 98 run ScanDisk. Click Start > Programs > Accessories > System T ools > ScanDisk.
T roubleshooting Guide 2–11 T roubleshooting Without Diagnostics Nonsystem disk/NTLDR missing message. The system is tr ying to star t from a nonbootable disk ette. Remov e the diskette from the drive . Cannot Boot to Diskette . Diskette is not bootable .
2–12 T roubleshooting Guide T roubleshooting Without Diagnostics Solving Har d Drive Pr oblems Solving Hard Drive Pr oblems Prob lem Cause Solution Hard drive error occurs. Hard disk has bad sectors or has f ailed. Use a utility to locate and bloc k usage of bad sectors.
T roubleshooting Guide 2–13 T roubleshooting Without Diagnostics Drive not f ound (identified). (continued) Drive jumper settings ma y be incorrect. If the drive is a secondary dr ive that has just been installed on the same cable as the primar y drive , verify that the jumpers f or both drives are set correctly .
2–14 T roubleshooting Guide T roubleshooting Without Diagnostics 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.
T roubleshooting Guide 2–15 T roubleshooting Without Diagnostics Solving Displa y Pr oblems If you encounter display problems, see the documentation that came with your monitor and to the common causes and solutions listed in the follo wing table. Solving Display Pr oblems Prob lem Cause Solution Blank screen.
2–16 T roubleshooting Guide T roubleshooting Without Diagnostics Blank screen. (continued) Monitor cable is plugged into the wrong connector . If the computer system has both an integrated g raphics connector and an A GP card connector , plug the monitor cable into the A GP card connector in the e xpansion card area on the back of the computer .
T roubleshooting Guide 2–17 T roubleshooting Without Diagnostics Blurr y video or requested resolution cannot be set. If the graphics controller was upgraded, the correct graphics drivers ma y not be loaded. Install the video drivers on the diskette included in the upg rade kit.
2–18 T roubleshooting Guide T roubleshooting Without Diagnostics Solving A udio Prob lems If your computer has audio feat ures and you encounter audio problems, see the common causes and solutions listed in the follo wing table. Solving A udio Prob lems Prob lem Cause Solution Sound does not come out of the speaker or headphones.
T roubleshooting Guide 2–19 T roubleshooting Without Diagnostics Sound does not come out of the speaker or headphones. (continued) Computer is in Stand By mode. Press the pow er button to resume from Stand By mode. Noise or no sound comes out of the speakers or headphones.
2–20 T roubleshooting Guide T roubleshooting Without Diagnostics ✎ If you set digital as your Output Mode, the internal speaker and external analog speak ers will no longer output audio until you switch back to an auto-sense or analog mode.
T roubleshooting Guide 2–21 T roubleshooting Without Diagnostics Solving Printer Pr oblems If you encounter printer problems, see the documentation that came with your printer and to the common causes and solutions listed in the follo wing table. Solving Printer Prob lems Prob lem Cause Solution Printer will not pr int.
2–22 T roubleshooting Guide T roubleshooting Without Diagnostics Solving Ke yboard and Mouse Pr oblems If you encounter ke yboard or mouse problems, see the documentation that came with your equipment and to the common causes and solutions listed in the follo wing table.
T roubleshooting Guide 2–23 T roubleshooting Without Diagnostics Solving Mouse Prob lems Prob lem Cause Solution Mouse does not respond to mov ement or is too slow . Mouse connector is not properly plugged into the back of the computer . Shut down y our computer using the ke yboard.
2–24 T roubleshooting Guide T roubleshooting Without Diagnostics Solving Har dware Installation Pr oblems Y ou may need to reconfigure the co mputer when you add or remov e hardware, such as an additional di skette dri ve.
T roubleshooting Guide 2–25 T roubleshooting Without Diagnostics A new de vice is not recognized as par t of the system. (continued) A plug and pla y board ma y not automatically configure when added if the def ault configuration conflicts with other de vices.
2–26 T roubleshooting Guide T roubleshooting Without Diagnostics Solving Netw ork Pr oblems Some common causes and solutions for network problems are listed in the follo wing table. These guide lines do not discuss the process of debugging the netw ork cabling.
T roubleshooting Guide 2–27 T roubleshooting Without Diagnostics Network status link light does not tur n on or it ne ver flashes . (continued) System cannot autosense the network. Disable auto-sensing capabilities and f orce the system into the correct operating mode .
2–28 T roubleshooting Guide T roubleshooting Without Diagnostics Network controller stopped working when an e xpansion board was added to the computer . (continued) The network controller requires drivers . V erify that the dr ivers w ere not accidentally deleted when the drivers f or a new e xpansion board were installed.
T roubleshooting Guide 2–29 T roubleshooting Without Diagnostics Solving Pr ocessor Pr oblems If you encounter processor problems, a common cause and solution are listed in the follo wing table. Solving Processor Pr oblems Prob lem Cause Solution P oor performance is e xperienced.
2–30 T roubleshooting Guide T roubleshooting Without Diagnostics Solving Memory Prob lems If you encounter memory problems, some common causes and solutions are listed in the follo wing table. Ä CA UTION: Some models suppor t ECC memor y and non-ECC memory .
T roubleshooting Guide 2–31 T roubleshooting Without Diagnostics Out of memor y error . Memor y configuration ma y not be set up correctly . Use the De vice Manager to check memor y configuration. Y ou hav e r un out of memor y to run the application.
2–32 T roubleshooting Guide T roubleshooting Without Diagnostics Solving SCSI Pr oblems If you encounter SCSI de vice problems, see the common causes and solutions listed in the follo wing table. Solving SCSI Prob lems Prob lem Cause Solution System with U A T A and SCSI drives will not boot from SCSI hard drive .
T roubleshooting Guide 2–33 T roubleshooting Without Diagnostics Solving CD-R OM and D VD Prob lems If you encounter CD-R OM or D VD problems, see the common causes and solutions listed in the follo wing table or to the documentation that came with the optional de vice.
2–34 T roubleshooting Guide T roubleshooting Without Diagnostics CD-ROM, CD-R W , D VD-ROM, or D VD-R/RW drive cannot read a disc or takes too long to start. (continued) The D VD-ROM drive takes longer to start because it has to deter mine the type of media pla yed, such as audio or video .
T roubleshooting Guide 2–35 T roubleshooting Without Diagnostics Solving Software Pr oblems Most software problems occur as a result of the follo wing: ■ The application was not installed or conf igured correctly . ■ There is insuf ficient memory a vailable to run the application.
2–36 T roubleshooting Guide T roubleshooting Without Diagnostics Contacting Compaq Customer Suppor t For help and service, contact your Compaq authorized reseller or dealer . T o locate a Compaq reseller or dealer near you, visit the Compaq W eb site at www.
T roubleshooting Guide A–1 A P ost Err or Messages This appendix lists the error codes, error messages, and the v arious indicator light and audible sequences that you may encounter during the Po wer-On Self-T est (POST) or computer restart, the probable source of the problem, and what steps you can take to resolv e the error condition.
A–2 T roubleshooting Guide P ost Error Messages 102-System Board F ailure None DMA, timers, and so fo r th . 1. Clear CMOS. 2. Remov e expansion boards . 3. Replace the system board. 103-System Board F ailure None DMA, timers, and so fo r th . 1. Clear CMOS.
T roubleshooting Guide A–3 P ost Error Messages 163-Time & Date Not Set 2S* Inv alid time or date in configuration memory . R TC (real-time clock) batter y ma y need to be replaced. Batter y lif e is appro ximately 3–5 years . Reset the date and time under Control P anel ( Computer Setup can also be used to update the R TC date and time).
A–4 T roubleshooting Guide P ost Error Messages 201-Memor y Error None RAM f ailure. 1. Run Computer Setup or Windows utilities . 2. Ensure memor y and continuity modules are installed correctly . 3. V erify proper memor y module type. 4. Remov e and replace the memor y module(s) one at a time to isolate f aulty module.
T roubleshooting Guide A–5 P ost Error Messages 213-Incompatible Memor y Module in Memor y Sock et(s) X, X, ... 2S* A memor y module in memor y sock et identified in the error message is missing critical SPD inf or mation, or is incompatible with the chipset.
A–6 T roubleshooting Guide P ost Error Messages 303-K eyboard Controller Error None I/O board ke yboard controller . 1. Reconnect ke yboard with computer tur ned off . 2. Replace the system board. 304-K eyboard or System Unit Error None K eyboard f ailure.
T roubleshooting Guide A–7 P ost Error Messages 501-Displa y Adapter F ailure 1L, 2S* Graphics displa y controller . 1. Reseat the graphics card (if applicable). 2. Clear CMOS. 3. V erify monitor is attached and tur ned on. 4. Replace the graphics controller .
A–8 T roubleshooting Guide P ost Error Messages 605-Diskette Drive T ype 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 de vices (tape drives).
T roubleshooting Guide A–9 P ost Error Messages 914-Hood Lock Coil is not Connected None Smar t Cov er Lock mechanism is missing or not connected. 1.
A–10 T roubleshooting Guide P ost Error Messages 1155-Serial P o r t Address Conflict Detected 2S* Both e xter nal and intern al serial por ts are assigned to same IRQ. 1. Remov e any serial por t e xpansion cards. 2. Clear CMOS. 3. Reconfigure card resources and/or run Computer Setup or Windows utilities .
T roubleshooting Guide A–11 P ost Error Messages 1721-SMAR T SCSI Hard Drive Detects Imminent F ailure None Hard drive is about to f ail. (Some hard drives hav e a fir mware patch that will fix an erroneous error message). 1. Determine if hard dr ive is giving correct error message.
A–12 T roubleshooting Guide P ost Error Messages 1801 None Processor is not suppor ted by ROM B IO S. Upgrade BIOS to proper ve rs i o n. 1998-Master Boot Record has been lost. 1L, 2S* The pre viously sav e d cop y of the MBR has been corrupted. Run Computer Setup and sav e the MBR of the current bootable disk.
T roubleshooting Guide A–13 P ost Error Messages Inv alid 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 .
A–14 T roubleshooting Guide P ost Error Messages POST Diagnostic K eyboar d LEDs, Front P anel LEDs and A udible Codes This section cov ers the keyboard and front panel LED codes as well as the audible codes that may occur during POST that do not necessarily hav e an error code or text message associated with them.
T roubleshooting Guide A–15 P ost Error Messages Flashing Num Lock LED on K eyboard (on select models.) 1S, 2L* System memor y not present. 1. Check memory module (see the rele vant section of the Hardware Ref erence Guide ). 2. Remov e and reseat memor y module.
A–16 T roubleshooting Guide P ost Error Messages Red or Y ellow Po w e r L E D flashes e very 2 seconds (on select models.) None P ower supply ov er loaded. 1. Push in pow er button. LED should be green. 2. Remov e all AC po wer from computer , wait 30 seconds, then apply power .
T roubleshooting Guide A–17 P ost Error Messages Y ellow or Green Po w e r L E D flashes e very second (on select models.) None System memor y error . 1. Check memory module (see the rele vant section of the Hardware Ref erence Guide ). 2. Remov e and reseat memor y module.
T roubleshooting Guide B–1 B P ass wor d 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 po wer-on password.
B–2 T roubleshooting Guide P assword Security and Resetting CMOS Resetting the P assw ord J umper T o disable the po wer-on or setup password features, or to clear the po wer-on or setup passwords, complete the follo wing steps: 1.
T roubleshooting Guide B–3 P assword Security and Resetting CMOS 6. Replace the computer cov er or access panel. 7. Reconnect the external equipment. 8. Plug in the computer and turn on po wer . Allow the operating system to start. This clears the current passwords and disables the password features.
B–4 T roubleshooting Guide P assword Security and Resetting CMOS Ä CA UTION: Static electr icity can damage the electronic components of the computer or optional equi pment. Bef ore beginning these procedures, ensure that y ou are dischar ged of static electricity by briefly touching a grounded metal object.
T roubleshooting Guide B–5 P assword Security and Resetting CMOS 5. Replace the computer cov er or access panel. ✎ For assistance locating the CMOS b utton and other system board components, see the Illustrated Pa rts Map (IPM) for your particular system.
T roubleshooting Guide C–1 C Drive Pr otection System (DPS) Intr oducing the Drive Pr otection System The Compaq Dri ve Protection System (DPS) is a diagnostic tool built into the hard dri ves installed in select Ev o Desktops and Evo W o rkstations.
C–2 T roubleshooting Guide Drive Protection System (DPS) Accessing DPS Thr ough Compaq Diagnostics f or Windows T o access DPS through Compaq Diagnostics for W indows, perform the follo wing steps: 1. T urn on the computer and select My Computer > Control Panel > Compaq Diagnostics.
T roubleshooting Guide C–3 Drive Protection System (DPS) Accessing DPS Thr ough Computer Setup When the computer does not po wer on properly you should use Computer Setup to access the DPS program. T o access DPS, perform the follo wing steps: 1. T urn on or restart the computer .
T roubleshooting Guide D–1 D Setting up Analog/Digital A udio Output Some computers or workstations may ha ve an inte grated audio solution that supports analog or digital external stereo speak ers. These systems are capable of auto-sensing the speaker type and outputting the correct signal.
D–2 T roubleshooting Guide Setting up Analog/Digital A udio Output 7. In the Configuration area of the Settings tab, change the Output Mode to the desired setting. 8. Click OK to close the Pr operties panel. 9. Close the System Properties panel. 10.
T roubleshooting Guide D–3 Setting up Analog/Digital A udio Output 8. Click Properties. 9. Click Settings. 10. Change the Output Mode to the desired setting.
T roubleshooting Guide E–1 E Installing SCSI Driver s f or Windo ws NT Installation The information in this appendix applies to Evo W orkstations only . ✎ The follo wing 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 Restor e CD.
E–2 T roubleshooting Guide Installing SCSI Drivers f o r Windows NT Installation On your primary system: 1. Place the OS CD in the CD-R OM driv e and boot the system. 2. When the message “Setup is inspecting your computer’ s hardware conf iguration” display , press the F6 key .
T roubleshooting Guide Index–1 A audio output D–1 audio problems 2–18 B battery real-time clock 2–4 Blank screen 2–15 booting options Full Boot 2–1 Quick Boot 2–1 C cabling, checking con.
Index–2 T roubleshooting Guide Inde x 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 power and hard drive A–16 fla.
T roubleshooting Guide Index–3 Inde x 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 protecting 1–10 restoring 1–10 software problems 2–35 System Board A–2 T temperature alert A–11 Time & Date A–3 177620-006.
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