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b T r oubleshooting Compaq Notebook Ser ies Document P ar t Number : 267644-001 A pril 2002 This guide gi ves you steps to troubleshoot minor problems yourself and obtain support from Compaq. It presents common problems users may encounter and provides solutions and resources.
© 2001 Compaq Information T echnologies Group, L.P . Compaq, the Compaq logo, Evo, and Presario are trademarks of Compaq Information T echnologies Group, L.P . in the U.S. and/or other countries. Microsoft and W indo ws are trademarks of Microsoft Corporation in the U.
T roub leshooting iii Contents Solving Common Problems . . . . . . . . . . . . . . . . . . . . . . . 1–1 Quick Solutions Checklist . . . . . . . . . . . . . . . . . . . . 1–2 Using the World Wide Web . . . . . . . . . . . . . . . . . . . . . . . 1–3 Preparing to Call Technical Support .
T roub leshooting 1–1 1 Pr oblems and Solutions Solving Common Pr oblems Problems that occur while using the notebook may originate with the notebook, the operating system, a software application, or an external de vice attached to your notebook.
1–2 T roub leshooting Problems and Solutions Quic k Solutions Checklist ✎ T o shut down a system that is not responding, when W indows shut do wn procedures cannot be used, refer to the emergenc y shut do wn procedures outlined in the Hardware Guide on this CD.
Problems and Solutions T roub leshooting 1–3 ■ Is the notebook positioned to allo w adequate ventilation? ✎ T o prev ent ov erheating, do not obstruct the vents. Do not allo w a hard surface, such as an adjoining optional printer , or a soft surface, such as carpet or fabric, to block the airflo w .
1–4 T roub leshooting Problems and Solutions For commercial b usiness support, type the following in your W eb bro wser address field: compaq.com/support.
Problems and Solutions T roub leshooting 1–5 Pr oblem Solutions T able A udio Prob lems Prob lem P ossible Cause Solution No sound. V olume has been muted or tur ned down. Use volume b u ttons or the volume control icon on the taskbar to adjust the volume .
1–6 T roub leshooting Problems and Solutions External microphone does not work. The wrong jack is being used. T o identify the right jack, refe r to the external components inf or mation in the Hardware Guide on this CD . The recording source is not selected in the software .
Problems and Solutions T roub leshooting 1–7 Battery Problems Prob lem P ossible Cause Solutions Batter y light is blinking. The battery pack is the only source of power , and the notebook has entered a low-battery condition.
1–8 T roub leshooting Problems and Solutions Batter y light does not turn on to indicate that batter y pack is charging; battery pack does not charge. A C power is not connected to the notebook. Check the po wer source. Battery pack is already fully charged.
Problems and Solutions T roub leshooting 1–9 Batter y pack charge does not last as long as e xpected. Battery conser vation settings, practices , and procedures are not set optimally . T o optimize battery settings, ref er to the batter y conser vation inf or mation in the Hardware Guide on this CD .
1–10 T roub leshooting Problems and Solutions CD and D VD Drive Problems Prob lem P ossible Cause Solution System does not recognize a CD or DV D d r i v e . The drive is not seated properly . Remov e, then reinsert, the drive. System software does not suppor t the dr ive .
Problems and Solutions T roub leshooting 1–11 CD or D VD drive cannot read a CD or D VD disc. The disc is upside down or not seated properly . Reinser t the disc with the label f acing up and verify that the disc is securely snapped down on the spindle.
1–12 T roub leshooting Problems and Solutions System does not initiate Standby or Hibernation while a CD or D VD disc is in use. T o protect the notebook from possible video degradation and/or loss of audio and video pla yback functionality , the notebook should not initiate Standby or Hibernation while optical media is being used.
Problems and Solutions T roub leshooting 1–13 Infrared Communications Pr oblems Prob lem P ossible Cause Solution Cannot link with another infrared-equipped notebook or de vice. Infrared software is not running on both de vices. Install infrared software on the second de vice and star t the program on both de vices.
1–14 T roub leshooting Problems and Solutions Data transmission problem. Direct sunlight, energ y-saving fluorescent light, or flashing incandescent light is close to the infrared connections. Remov e the interf ering light source(s), or mov e the infrared por ts closer together , or select a slower fix ed baud rate f or each device .
Problems and Solutions T roub leshooting 1–15 System does not initiate Standby while infr ared por t is enabled. The system cannot initiate Standby while Infrared Monitor search is enabled. Disable Infr ared Monitor search in your oper ating system.
1–16 T roub leshooting Problems and Solutions No dial tone, with or without “No dial tone” message. (continued) T elephone service is not connected to the telephone wall jac k. Connect a telephone to the wall jac k. If yo u do not hear a dial tone, contact your telephone ser vice provider .
Problems and Solutions T roub leshooting 1–17 Modem does not connect at highest speed. Line conditions in your area or in the area you are calling ma y not suppor t the highest connect speeds. Hav e your telephone li n e c h ecke d by yo u r local telephone ser vice provider .
1–18 T roub leshooting Problems and Solutions Modem loses connection. Call waiting f eature may be interf ering with the connection. Disable call w aiting f eature before dialing.
Problems and Solutions T roub leshooting 1–19 PC Card Pr oblems Prob lem P ossible Cause Solution Notebook does not beep when PC Card is inser ted, but PC Card wor k s. V olume is muted. Use volume b u ttons or the volume control icon on the taskbar to adjust the volume .
1–20 T roub leshooting Problems and Solutions Notebook beeps twice when a storage PC Card is inser ted, but the PC Card does not work. The storage PC Card is not f or matted. V erify or change the drive letter assignment. F or instructions, refer to your oper ating system documentation.
Problems and Solutions T roub leshooting 1–21 External mouse does not work. The e xter nal mouse is not suppor ted or does not hav e the correct drivers installed. Ensure that the drivers included with your mouse hav e been installed. The mouse is dir ty .
1–22 T roub leshooting Problems and Solutions Hard Drive Pr oblems (Primary Hard Drive) Prob lem P ossible Cause Solution Hard drive cannot be accessed. The notebook ma y hav e DriveLock protection enabled on the driv e. T o set or remov e pass words, ref er to the security section in the Software Guide on this CD .
Problems and Solutions T roub leshooting 1–23 Hard Drive Pr oblems (Secondar y Hard Drive) Prob lem P ossible Cause Solution System does not recognize a hard drive . The drive is not seated properly . Remov e, then reinsert, the drive. The drive wa s inser ted while the system was on, in Standby , or in Hibernation.
1–24 T roub leshooting Problems and Solutions P ower Prob lems Prob lem P ossible Cause Solution Notebook will not turn on when connected to e xter nal power while batter y pack is in the notebook. Battery pack may be def ective . Remov e or replace the batter y pack.
Problems and Solutions T roub leshooting 1–25 System does not initiate Standby . The system cannot initiate Standby while Infrared Monitor search is enabled. Disable Infr ared Monitor search in your oper ating system. The system cannot initiate Standby while a CD or D VD disc is in the system and auto inser t notification is turned on.
1–26 T roub leshooting Problems and Solutions Display Pr oblems Prob lem P ossible Cause Solution Characters on notebook displa y are dim. Notebook is in direct light. Mov e the notebook or tilt the displa y . Screen brightness is set low . T o increase screen brightness, press the brightness hotkeys .
Problems and Solutions T roub leshooting 1–27 Internet Prob lems Prob lem P ossible Cause Solution Cannot connect to the Internet. Internet ser vice provider (ISP) account is not set up properly . V erify your Internet settings or contact your ISP fo r assistance.
1–28 T roub leshooting Problems and Solutions USB Prob lems Prob lem P ossible Cause Solution Exter nal de vice connected to the USB connector does not work. The e xter nal device does not star t up. If the e xter nal de vice requires e xter nal power , ensure that it is plugged into the electrical outlet correctly .
Problems and Solutions T roub leshooting 1–29 A de vice, f or e xample the ke yboard or mouse, connected through the USB connector does not work bef ore the operating system loads. USB legacy suppor t is disabled. T o enab le USB legacy suppor t, refer to the Software Guide on this CD f or Computer Setup inf or mation.
T roub leshooting Index–1 A audio problems 1–5 B battery pack problems 1–7 , 1–9 C CD problems 1–10 clock problems with date and time 1–7 Compaq Diagnostics 1–4 Compaq Web sites commerci.
Index–2 T roubleshooting Inde x P passwords providing to service provider 1–4 PC Card problems 1–19 playing games problems encountered 1–25 pointing stick problems 1–20 power (battery pack) .
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