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Compaq 315eu Microtower, Compaq 100eu Small Form Factor, and Compaq 100eu All-in One - Troubleshooting Without Diagnostics

This chapter provides information on how to identify and correct minor problems, such as diskette drive, hard drive, optical drive, graphics, audio, memory, and software problems. If you encounter problems with the computer, refer to the tables in this chapter for probable causes and recommended solutions.
  note:
For information on specific error messages that may appear on the screen during Power-On Self-Test (POST) at startup, refer to POST Error MessagesPOST Error Messages.
Safety and Comfort
  warning:
Misuse of the computer or failure to establish a safe and comfortable work environment may result in discomfort or serious injury. Refer to the Safety & Comfort Guide at http://www.hp.com/ergo for more information on choosing a workspace and creating a safe and comfortable work environment. For more information, refer to the Safety & Regulatory Information guide.
Before You Call for Technical Support
If you are having problems with the computer, try the appropriate solutions below to try to isolate the exact problem before calling for technical support.
  • Run the HP diagnostic tool.
  • Run the hard drive self-test in Computer Setup.
  • If the computer is beeping, the beeps are error codes that will help you diagnose the problem. Refer to POST Error MessagesPOST Error Messages for more information.
  • If the screen is blank, plug the monitor into a different video port on the computer if one is available. Or, replace the monitor with a monitor that you know is functioning properly.
  • If you are working on a network, plug another computer with a different cable into the network connection. There may be a problem with the network plug or cable.
  • If you recently added new hardware, remove the hardware and see if the computer functions properly.
  • If you recently installed new software, uninstall the software and see if the computer functions properly.
  • Boot the computer to the Safe Mode to see if it will boot without all of the drivers loaded. When booting the operating system, use “Last Known Configuration.”
  • Refer to the comprehensive online technical support at http://www.hp.com/support.
To assist you in resolving problems online, HP Instant Support Professional Edition provides you with self-solve diagnostics. If you need to contact HP support, use HP Instant Support Professional Edition's online chat feature. Access HP Instant Support Professional Edition at: http://www.hp.com/go/ispe.
Access the Business Support Center (BSC) at http://www.hp.com/go/bizsupport for the latest online support information, software and drivers, proactive notification, and worldwide community of peers and HP experts.
If it becomes necessary to call for technical assistance, be prepared to do the following to ensure that your service call is handled properly:
  • Be in front of your computer when you call.
  • Write down the computer serial number, product ID number, and monitor serial number before calling.
  • Spend time troubleshooting the problem with the service technician.
  • Remove any hardware that was recently added to your system.
  • Remove any software that was recently installed.
  • Restore the system from backups that you created or restore the system to its original factory condition. Refer to Restore and RecoveryRestore and Recovery for more information.
  caution:
Restoring the system will erase all data on the hard drive. Be sure to back up all data files before running the restore process.
  note:
For sales information and warranty upgrades (Care Packs), call your local authorized service provider or dealer.
Helpful Hints
If you encounter problems with the computer, monitor, or software, see the following list of general suggestions before taking further action:
  • Check that the computer and monitor are plugged into a working electrical outlet.
  • Check that the voltage select switch (some models) is set to the appropriate voltage for your region (115V or 230V).
  • Check that the computer is turned on and the power light is on.
  • Check that the monitor is turned on and the 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 the keyboard should be operating correctly.
  • Check all cable connections for loose connections or incorrect connections.
  • Wake the computer by pressing any key on the keyboard or pressing the power button. If the system remains in suspend mode, shut down the computer by pressing and holding the power button for at least four seconds then press the power button again to restart the computer. If the system will not shut down, unplug the power cord, wait a few seconds, then plug it in again. The computer will restart if it is set to power on automatically as soon as power is restored in Computer Setup. If it does not restart, press the power button to start the computer.
  • Reconfigure the computer after installing a non-plug and play expansion board or other option. See Solving Hardware Installation Problems for instructions.
  • Be sure that all the needed device drivers have been installed. For example, if you are using a printer, you need a driver for that model printer.
  • Remove all bootable media (diskette, CD, DVD, or USB device) from the system before turning it on.
  • If you have installed an operating system other than the factory-installed operating system, check to be sure that it is supported on the system.
  • If the system has multiple video sources (embedded, PCI, or PCI-Express adapters) installed (embedded video on some models only) and a single monitor, the monitor must be plugged into the monitor connector on the source selected as the primary video adapter. During boot, the other monitor connectors are disabled and if the monitor is connected into these ports, the monitor will not function. You can select which source will be the default video source in Computer Setup.
  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.
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 an authorized dealer or reseller.
  warning:
When the computer is plugged into an AC power source, voltage is always applied to the system board. 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.
Solving General Problems
Computer will not turn on or start.
Cause
Solution
Power cord is not properly connected or is connected to a defective outlet.
Ensure that the cables connecting the computer to the external power source are plugged in properly. When the cables connecting the computer to the external power source are plugged in properly, and the wall outlet is functioning, the green power supply light on the back of the computer should be on.
Monitor power cord is not connected to a power source, the video cable is not connected to the computer, or the monitor is not turned on.
Connect the monitor to the computer, plug it in, and turn it on. Ensure that the power cord is connected to a functioning electrical outlet.
Computer seems to be locked up and is not responding.
Cause
Solution
A program is not responding.
Use the Windows Task Manager to close any programs not responding, or restart the computer:
  1. Press the Ctrl+Alt+Delete keys on the keyboard simultaneously.
  2. Click Start Task Manager.
  3. Select the program that is not responding, and then click End Task.
If closing programs does not work, restart the computer:
  1. Press the Ctrl+Alt+Delete keys on the keyboard simultaneously.
  2. Click the Arrow button next to the red Shut Down button, and then click Restart.
  3. Or, press and hold the On button on the computer for 5 or more seconds to turn off the computer, and then press the On button to restart the computer.
Computer appears locked up and will not turn off when the power button is pressed.
Cause
Solution
Software control of the power switch is not functional.
  1. Press and hold the power button for at least five seconds until the computer turns off.
  2. Disconnect the power cord from the electrical outlet.
Computer shuts down automatically.
Cause
Solution
Thermal protection has been activated.
  1. The computer might be in an exceedingly hot environment. Let it cool down.
  2. Clean the air vents on the front, back, or any other vented side of the computer.
  3. Ensure that there is a 10.2 cm (4 in) clearance on all vented sides of the computer to permit the required airflow.
  4. Ensure that computers are not stacked on top of each other or so near each other that they are subject to each other's re-circulated or preheated air.
  5. If the computer is within an enclosure, ensure that there is proper intake and exhaust ventilation for the enclosure.
  6. Ensure that the CPU fan is plugged in.
  7. Ensure that the CPU was not replaced with an unsupported CPU
Computer will not respond to USB keyboard or mouse.
Cause
Solution
Computer is in Hibernate mode.
To resume from Hibernate mode, press the power button or press any key.
  caution:
When attempting to resume from Hibernate mode, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose any unsaved data.
Computer date and time display is incorrect.
Cause
Solution
RTC (real-time clock) battery may need to be replaced.
  note:
Connecting the computer to a live AC outlet prolongs the life of the RTC battery.
First, 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.
Cannot remove computer cover or access panel.
Cause
Solution
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 HP. You will need the FailSafe Key in case of forgotten password, power loss, or computer malfunction. Order PN 166527-001 for the wrench-style key or PN 166527-002 for the screwdriver bit key.
Poor performance is experienced.
Cause
Solution
Processor is hot.
  1. Make sure airflow to the computer is not blocked. Leave a 10.2-cm (4-inch) clearance on all vented sides of the computer and above the monitor to permit the required airflow.
  2. Make sure fans are connected and working properly (some fans only operate when needed).
  3. Make sure the processor heatsink is installed properly.
Hard drive is full.
Transfer data from the hard drive to create more space on the hard drive.
Low on memory.
Add more memory.
Hard drive fragmented.
Defragment hard drive.
Program previously accessed did not release reserved memory back to the system.
Restart the computer.
Virus resident on the hard drive.
Run virus protection program.
Too many applications running.
  1. Close unnecessary applications to free up memory.
  2. Add more memory. Some applications run in the background and can be closed by right-clicking on their corresponding icons in the task tray. To prevent these applications from launching at startup, go to Start > All Programs > Accessories > Run (Windows Vista and Windows 7) and type msconfig. On the Startup tab of the System Configuration Utility, clear applications that you do not want to launch automatically.
Some software applications, especially games, are stressful on the graphics subsystem
  1. Lower the display resolution for the current application or consult the documentation that came with the application for suggestions on how to improve performance by adjusting parameters in the application.
  2. Add more memory.
  3. Upgrade the graphics solution.
Computer needs to be restarted.
Restart the computer.
Solving Diskette Problems
Common causes and solutions for diskette problems are listed in the following table.
  note:
Some computers do not support internal diskette drives. Only USB diskette drives are supported.
  note:
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
Diskette drive light stays on.
Cause
Solution
Diskette is damaged.
Open My Computer, right-click on the drive and select Properties, then select the Tools tab. Under Error-checking click Check Now.
Diskette is incorrectly inserted.
Remove diskette and reinsert.
Drive cable is not properly connected.
Reconnect drive cable.
Diskette drive cannot write to a diskette.
Cause
Solution
Diskette is not formatted.
Format the diskette.
  1. Open My Computer and 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.
Diskette is write-protected.
Use another diskette or remove the write protection.
Writing to the wrong drive.
Check the drive letter in the path statement.
Not enough space is left on the diskette.
  1. Use another diskette.
  2. Delete unneeded files from diskette.
Diskette is damaged.
Replace the damaged disk.
Cannot format diskette.
Cause
Solution
Disk may be write-protected.
Open the locking device on the diskette.
A problem has occurred with a disk transaction.
Cause
Solution
The directory structure is bad, or there is a problem with a file.
In Microsoft Windows Vista and Windows 7, right-click Start, click Explore, and right-click on a drive. Select Properties then select the Tools tab. Under Error-checking click Check Now.
Diskette drive cannot read a diskette.
Cause
Solution
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.
Cause
Solution
A diskette that does not contain the system files needed to start the computer has been inserted in the drive.
When drive activity stops, remove the diskette and press the Spacebar. The computer should start up.
Diskette error has occurred.
Restart the computer by pressing the power button.
Cannot Boot to Diskette.
Cause
Solution
Diskette is not bootable.
Replace with a bootable diskette.
Diskette drive has been disabled in Computer Setup.
Run Computer Setup and enable diskette drive.
Solving Hard Drive Problems
Solving Hard Drive Problems
Hard drive error occurs.
Cause
Solution
Hard disk has bad sectors or has failed.
  1. In Microsoft Windows Vista and Windows 7, right-click Start, click Explore, and right-click on a drive. Select Properties then select the Tools tab. Under Error-checking click Check Now.
  2. Use a utility to locate and block usage of bad sectors. If necessary, reformat the hard disk.
Disk transaction problem.
Cause
Solution
Either the directory structure is bad or there is a problem with a file.
In Microsoft Windows Vista and Windows 7, right-click Start, click Explore, and right-click on a drive. Select Properties then select the Tools tab. Under Error-checking click Check Now.
Drive not found (identified).
Cause
Solution
Cable could be loose.
Check cable connections.
The system may not have automatically recognized a newly installed device.
See reconfiguration directions in Solving Hardware Installation Problems. If the 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.
The device is attached to a SATA port that has been disabled in Computer Setup.
Run the Computer Setup utility and ensure that the SATA ports are enabled.
Computer will not boot from hard drive.
Cause
Solution
The device is attached to a SATA port that has been disabled in Computer Setup.
Run the Computer Setup utility and ensure that the SATA ports are enabled.
Boot order is not correct.
Run the Computer Setup utility and change the boot sequence.
Hard drive is damaged.
If any beeps are heard, see POST Error MessagesPOST Error Messages to determine possible causes for the beep codes.
See the Worldwide Limited Warranty for terms and conditions.
Solving Media Card Reader Problems
  caution:
Do not insert or remove memory cards when the in-use light is flashing. To do so may cause data loss, or it may permanently damage the card reader.
Solving Media Card Reader Problems
Media card will not work in a digital camera after formatting it in Microsoft Windows Vista.
Cause
Solution
By default, Windows Vista will format any media card with a capacity greater than 32MB with the FAT32 format. Most digital cameras use the FAT (FAT16 & FAT12) format and can not operate with a FAT32 formatted card.
Either format the media card in the digital camera or select FAT file system to format the media card in a computer with Windows XP or Windows Vista.
A write-protected or locked error occurs when attempting to write to the media card.
Cause
Solution
Media card is locked. Locking the media card is a safety feature that prevents writing to and deleting from an SD/Memory Stick/PRO card.
If using an SD card, make sure that the lock tab located on the right of the SD card is not in the locked position. If using a Memory Stick/PRO card, make sure that the lock tab located on the bottom of the Memory Stick/PRO card is not in the locked position.
Can not write to the media card.
Cause
Solution
The media card is a read-only memory (ROM) card.
Check the manufacturer’s documentation included with your card to see if it writable. Refer to the previous section for a list of compatible cards.
Media card is locked. Locking the media card is a safety feature that prevents writing to and deleting from an SD/Memory Stick/PRO card.
If using an SD card, make sure that the lock tab located on the right of the SD card is not in the locked position. If using a Memory Stick/PRO card, make sure that the lock tab located on the bottom of the Memory Stick/PRO card is not in the locked position.
Unable to access data on the media card after inserting it into a slot.
Cause
Solution
The media card is not inserted properly, is inserted in the wrong slot, or is not supported.
Ensure that the card is inserted properly with the gold contact on the correct side. The LED will light if inserted properly.
The media card memory is full.
Make sure the amount of data you are storing has not exceeded the storage limit of the card.
The media card contacts need to be cleaned.
Inspect the ends of the memory cards for dirt or material closing a hole or spoiling a metal contact. Clean the contacts with a lint-free cloth and small amounts of isopropyl alcohol. Replace the memory card if necessary.
Do not know how to remove a media card correctly.
Cause
Solution
The computer’s software is used to safely eject the card.
On the Windows desktop, open Computer, right-click on the corresponding drive icon, and select Eject. Then pull the card out of the slot.
  note:
Never remove the card when the LED is flashing
After installing the media card reader and booting to Windows, the reader and the inserted cards are not recognized by the computer.
Cause
Solution
The operating system needs time to recognize the device if the reader was just installed into the computer and you are turning the PC on for the first time.
Wait a few seconds so that the operating system can recognize the reader and the available ports, and then recognize whatever media is inserted in the reader.
Solving Display Problems
If you encounter display problems, see the documentation that came with the monitor and to the common causes and solutions listed in the following table.
Solving Display Problems
Screen is blank, and monitor power light is not lit.
Cause
Solution
Power cord is not properly connected.
Unplug and reconnect the power plug on the back of the monitor and the wall outlet.
Monitor is not turned on.
Press the power button on the front of the monitor.
Blank screen (no video).
Cause
Solution
Computer is not turned on.
Press the power button on the front of the computer.
Computer is in Hibernate mode.
Press the power button to resume from Hibernate mode.
  caution:
When attempting to resume from Hibernate mode, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose any unsaved data.
The cable connections are not correct.
Check the cable connection from the monitor to the computer and to the electrical outlet.
You may have a screen blanking utility installed or energy saver features are enabled.
Press any key or click the mouse button and, if set, type your password.
You are using a fixed-sync monitor and it will not sync at the resolution chosen.
Be sure that the monitor can accept the same horizontal scan rate as the resolution chosen.
Monitor cable is plugged into the wrong connector.
If the computer system has both an integrated graphics connector and an add-in graphics card connector, plug the monitor cable into the graphics card connector on the back of the computer.
Monitor settings in the computer are not compatible with the monitor.
  1. In Windows Vista or Windows 7 Control Panel, under Appearance and Personalization, select Adjust screen resolution.
  2. Use the sliding control to reset the resolution.
Monitor is configured to use an input that is not active.
Use the monitor's on-screen menu controls to select the input that is being driven by the system. Refer to the monitor's user documentation for more information on the on-screen controls and settings.
Bad monitor.
Try a different monitor.
Monitor does not function properly when used with energy saver features.
Cause
Solution
Monitor without energy saver capabilities is being used with energy saver features enabled.
Disable monitor energy saver feature.
Dim characters.
Cause
Solution
The brightness and contrast controls are not set properly.
Adjust the monitor brightness and contrast controls.
Cables are not properly connected.
Check that the graphics cable is securely connected to the graphics card and the monitor.
Blurry video or requested resolution cannot be set.
Cause
Solution
If the graphics controller was upgraded, the correct graphics drivers may not be loaded.
Install the video drivers included in the upgrade kit.
Monitor is not capable of displaying requested resolution.
Change requested resolution.
Graphics card is bad.
Replace the graphics card.
The picture is broken up, rolls, jitters, or flashes.
Cause
Solution
The monitor connections may be incomplete or the monitor may be incorrectly adjusted.
  1. Be sure the monitor cable is securely connected to the computer.
  2. In a two-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.
Image is not centered.
Cause
Solution
Position may need adjustment.
Press the monitor's Menu button to access the OSD menu. Select ImageControl/ Horizontal Position or Vertical Position to adjust the horizontal or vertical position of the image.
“No Connection, Check Signal Cable” displays on screen.
Cause
Solution
Computer is not turned on.
Press the power button on the front of the monitor.
Monitor video cable is disconnected.
Connect the video cable between the monitor and computer.
  caution:
Ensure that the computer power is off while connecting the video cable.
“Out of Range” displays on screen.
Cause
Solution
Video resolution and refresh rate are set higher than what the monitor supports.
Change the settings to a supported setting then restart the computer so that the new settings take effect.
High pitched noise coming from inside a flat panel monitor.
Cause
Solution
Brightness and/or contrast settings are too high.
Lower brightness and/or contrast settings.
Fuzzy focus; streaking, ghosting, or shadowing effects; horizontal scrolling lines; faint vertical bars; or unable to center the picture on the screen (flat panel monitors using an analog VGA input connection only).
Cause
Solution
Flat panel monitor’s internal digital conversion circuits may be unable to correctly interpret the output synchronization of the graphics card.
  1. Select the monitor’s Auto-Adjustment option in the monitor’s on-screen display menu.
  2. Manually synchronize the Clock and Clock Phase on-screen display functions.
Graphics card is not seated properly or is bad.
  1. Reseat the graphics card.
  2. Replace the graphics card.
Solving Audio Problems
If the computer has audio features and you encounter audio problems, see the common causes and solutions listed in the following table.
Solving Audio Problems
Sound does not come out of the speaker or headphones.
Cause
Solution
Software volume control is turned down or muted.
Double-click the Speaker icon on the taskbar, then make sure that Mute is not selected and use the volume slider to adjust the volume.
The keyboard Mute button has been pressed.
Press the Mute button on the keyboard to see if the Mute feature is turned on.
Monitor volume control is turned down on built-in speakers.
If you are using built-in monitor speakers, use the monitor front panel Volume button to adjust volume. Use the front panel buttons to enter the onscreen display (OSD) and ensure that audio is enabled and that the volume is set appropriately.
The powered external speakers are not turned on.
Ensure powered (active) speakers are turned on. Active speakers have a power cord or batteries. Speakers are sold separately.
The audio device may be connected to the wrong jack.
Ensure that the device is connected to the correct jack on the computer. The speakers should be plugged into the rear line-out jack and the headphones should be plugged into the front headphone jack.
External speakers plugged into the wrong audio jack on a recently installed sound card.
See the sound card documentation for proper speaker connection.
Audio is disabled in Computer Setup.
Run the Computer Setup utility and enable the audio.
Digital CD audio is not enabled.
Enable digital CD audio. In the Device Manager, right-click on the CD/DVD device and select Properties. Make sure Enable digital CD audio for this CD-ROM device is checked.
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.
Computer is in Hibernate mode.
Press the power button to resume from Hibernate mode.
  caution:
When attempting to resume from Hibernate mode, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose any unsaved data.
Headphones are overriding the speakers
Unplug the headphones from the computer to allow audio to flow through the speakers.
Some applications can select which audio output device is used.
Make sure the application has selected the correct audio device.
The operating system controls may be set to use a different audio device as the default output device than what is expected.
Set the operating system to use the correct audio device.
Sound from headphones is not clear or muffled.
Cause
Solution
Headphones are plugged into the rear audio output connector. The rear audio output connector is for powered audio devices and is not designed for headphone use.
Plug the headphones into the headphone connector on the front of the computer.
Computer appears to be locked up while recording audio.
Cause
Solution
The hard disk may be full.
Before recording, make sure there is enough free space on the hard disk. You can also try recording the audio file in a compressed format.
Line-in jack is not functioning properly.
Cause
Solution
Jack has been reconfigured in the audio driver or application software.
In the audio driver or application software, reconfigure the jack or set the jack to its default value.
Sound cuts in and out.
Cause
Solution
Processor resources are being used by other open applications.
Shut down all open processor-intensive applications.
Codec error messages appear when certain audio files are played.
Cause
Solution
Windows Media Player is not configured to automatically download codecs.
Open the file in Windows Media Player. Ensure Windows Media Player is configured to automatically download codecs.
  • If the correct codec is available, the file will play. Note that you must be connected to the Internet to download the codec file.
  • If the correct codec is not available, check to see if there is an update available for Windows Media Player.
  • For more information, open Windows Media Player Help, and then search the online Help for codec.
Solving Printer Problems
If you encounter printer problems, see the documentation that came with the printer and to the common causes and solutions listed in the following table.
Solving Printer Problems
Printer will not print.
Cause
Solution
Printer is not turned on and online.
Turn the printer on and make sure it is online.
The correct printer drivers for the application are not installed.
  1. Install the correct printer driver for the application.
  2. Try printing using the MS-DOS command:
DIR C:\ > [printer port]
where [printer port] is the address of the printer being used. If the printer works, reload the printer driver.
If you are on a network, you may not have made the connection to the printer.
Make the proper network connections to the printer.
Printer may have failed.
Run printer self-test.
Printer will not turn on.
Cause
Solution
The cables may not be connected properly.
Reconnect all cables and check the power cord and electrical outlet.
Printer prints garbled information.
Cause
Solution
The correct printer driver for the application is not installed.
Install the correct printer driver for the application.
The cables may not be connected properly.
Reconnect all cables.
Printer memory may be overloaded.
Reset the printer by turning it off for one minute, then turn it back on.
Printer is offline.
Cause
Solution
The printer may be out of paper.
Check the paper tray and refill it if it is empty. Select online.
Solving Keyboard and Mouse Problems
If you encounter keyboard or mouse problems, see the documentation that came with the equipment and to the common causes and solutions listed in the following table.
Solving Keyboard Problems
Keyboard commands and typing are not recognized by the computer.
Cause
Solution
Keyboard connector is not properly connected.
  1. On the Windows 7 Desktop, click Start > Shut Down.
    On the Windows Vista Desktop, click Start, click the arrow on the lower right corner of the Start menu, then select Shut Down.
  2. After the shutdown is complete, reconnect the keyboard to the back of the 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 the Worldwide Limited Warranty for terms and conditions.
Computer is in Hibernate mode.
Press the power button to resume from Hibernate mode.
  caution:
When attempting to resume from Hibernate mode, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose any unsaved data.
Wireless keyboard does not work after installation or is not detected.
Cause
Solution
Keyboard is not synchronized with the receiver.
Synchronize the keyboard and receiver. Refer to the documentation included with the keyboard for instructions.
Keyboard is out of range of the receiver.
Place the keyboard closer to the receiver.
Keyboard batteries are not installed or too weak.
Install or replace the keyboard batteries.
Solving Mouse Problems
Mouse does not respond to movement or is too slow.
Cause
Solution
Mouse connector is not properly plugged into the back of the computer.
Shut down the 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 arrow keys to select Shut Down and then press the Enter key.
  3. After the shutdown is complete, plug the mouse connector into the back of the computer (or the keyboard) and restart.
Program in use has stopped responding to commands.
Shut down the computer using the keyboard then restart the computer.
Mouse is not detected.
Unplug and reconnect the mouse cable to your computer.
Mouse may need cleaning.
Remove the roller ball cover on the mouse and clean the internal components.
Surface under the mouse is too smooth for the roller ball to work effectively.
Use a mouse pad or other rough surface under the mouse.
Mouse may need repair.
See the Worldwide Limited Warranty for terms and conditions.
Computer is in Hibernate mode.
Press the power button to resume from Hibernate mode.
  caution:
When attempting to resume from Hibernate mode, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose any unsaved data.
Mouse will only move vertically, horizontally, or movement is jerky.
Cause
Solution
Mouse roller ball or the rotating encoder shafts that make contact with the ball are dirty.
Remove roller ball cover from the bottom of the mouse and clean the internal components with a mouse cleaning kit available from most computer stores.
Optical mouse does not track cursor well.
Cause
Solution
Surface under mouse is not conducive to optics.
  1. Gently wipe the light sensor lens on the bottom of the mouse with a lint-free cloth (not paper).
  2. Place a mouse pad, white sheet of paper, or other less reflective surface under the mouse.
Cursor moves too fast or too slow.
Cause
Solution
Cursor speed needs adjustment.
Adjust the cursor speed:
  1. Click Start > Control Panel > Hardware and Sound > Mouse.
  2. Click the Pointer Options tab.
  3. Adjust the Motion slider toward Slow or Fast to decrease or increase the speed at which the pointer (cursor) responds to mouse movement.
  4. Click OK.
Wireless mouse does not work after installation or is not detected.
Cause
Solution
Mouse is not synchronized with the receiver.
Synchronize the mouse and receiver. Refer to the documentation included with the mouse for instructions.
Mouse is out of range of the receiver.
Place the mouse closer to the receiver.
Mouse batteries are not installed or too weak.
Install or replace the Mouse batteries.
Solving Hardware Installation Problems
You may need to reconfigure the computer when you add or remove hardware, such as an additional drive or expansion card. If you install a plug and play device, Windows automatically recognizes the device and configures 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, use the Add Hardware Wizard and follow the instructions that appear on the screen.
  warning:
When the computer is plugged into an AC power source, voltage is always applied to the system board. 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.
Solving Hardware Installation Problems
A new device is not recognized as part of the system.
Cause
Solution
Device drivers are not installed.
Install the device driver from the CD provided with the device, or download and install the driver from the device manufacturer Web site.
For HP peripheral devices, visit http://www.hp.com for the latest drivers.
Device is not seated or connected properly.
Ensure that the device is properly and securely connected and that pins in the connector are not bent down.
Cable(s) of new external device are loose or power cables are unplugged.
Ensure that all cables are properly and securely connected and that pins in the cable or connector are not bent down.
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 configuration, you did not accept them.
Reboot the computer and follow the instructions for accepting the changes.
A plug and play board may not automatically configure when added if the default configuration conflicts with other devices.
Use Windows Device Manager to deselect the automatic settings for the board and choose a basic configuration that does not cause a resource conflict. You can also use Computer Setup to reconfigure or disable devices to resolve the resource conflict.
USB ports on the computer are disabled in Computer Setup.
Run the Computer Setup utility and ensure that the USB ports are enabled.
There is a resource conflict.
Deselect the automatic settings in the operating system for the device and choose a basic configuration that does not cause a resource conflict. You can also reconfigure or disable devices to resolve the resource conflict.
New device does not work.
Cause
Solution
You may need to be logged in as the computer administrator to install or uninstall a device driver.
To switch users, click Start, click Log Off, and then click Switch User; log in as the computer administrator and install the driver.
New or existing device does not work after installing a new device.
Cause
Solution
There is a conflict with an existing device.
To resolve a device conflict, you may need to disable one of the devices or uninstall an old device driver:
  1. Click Start, and click Control Panel.
  2. Click Hardware and Sound.
  3. Click Device Manager.
  4. Click the plus sign (+) next to the problem device and check for exclamation points in a yellow circle near the device icon. The exclamation point means there is a device conflict or problem with the device. Exclamation points do not always appear when a device is not working properly.
  5. If there is an old or unnecessary device driver listed in the Device Manager, this may be causing the device conflict. To uninstall the old driver for the new device driver to work properly, right-click the device, click Uninstall, and then click OK.
  6. Right-click the device, and select Properties.
  7. If available, click the Resources tab to verify that there is a device conflict.
  8. Click the General tab to see if your device is enabled and working properly. If it is available, click the Troubleshoot button, and follow the onscreen instructions in the device troubleshooter wizard.
  9. Restart the computer.
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
Wake-on-LAN feature is not functioning.
Cause
Solution
S5 Maximum Power Saving feature (some models) is enabled in Computer Setup.
Disable the S5 Maximum Power Saving option in Computer Setup.
S5 Wake on LAN is disabled.
Enable the S5 Wake on LAN option in Computer Setup.
Wake-on-LAN is not enabled.
To enable Wake-on-LAN in Windows Vista:
  1. Select Start > Control Panel.
  2. Under Network and Internet, select View network status and tasks.
  3. In the Tasks list, select Manage network connections.
  4. Double-click Local Area Connection.
  5. Click the Properties button.
  6. Click the Configure button.
  7. Click the Power Management tab, then select the check box to Allow this device to wake the computer.
To enable Wake-on-LAN in Windows 7:
  1. Select Start > Control Panel.
  2. Under Network and Internet, select View network status and tasks.
  3. Click Local Area Connection.
  4. Click the Properties button.
  5. Click the Configure button.
  6. Click the Power Management tab, then select the check box to Allow this device to wake the computer.
Network driver does not detect network controller.
Cause
Solution
Network controller is disabled.
  1. Run Computer Setup and enable network controller.
  2. Enable the network controller in the operating system via Device Manager.
Incorrect network driver.
Check the network controller documentation for the correct driver or obtain the latest driver from the manufacturer’s Web site.
Network status link light never flashes.
  note:
The network status light is supposed to flash when there is network activity.
Cause
Solution
No active network is detected.
Check cabling and network equipment for proper connection.
Network controller is not set up properly.
Check for the device status within Windows, such as Device Manager for driver load and the Network Connections applet within Windows for link status.
Network controller is disabled.
  1. Run Computer Setup and enable network controller.
  2. Enable the network controller in the operating system via Device Manager.
Network driver is not properly loaded.
Reinstall network drivers.
System cannot autosense the network.
Disable auto-sensing capabilities and force the system into the correct operating mode.
Diagnostics reports a failure.
Cause
Solution
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 the other end of the cable.
Ensure that the cable and device at the other end are operating correctly.
Network controller interrupt is shared with an expansion board.
Change the resource settings for the board in Computer Setup.
The network controller is defective.
Contact an authorized service provider.
Diagnostics passes, but the computer does not communicate with the network.
Cause
Solution
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 stopped working when an expansion board was added to the computer.
Cause
Solution
Network controller interrupt is shared with an expansion board.
Change the resource settings for the board in Computer Setup.
The network controller requires drivers.
Verify that the drivers were not accidentally deleted when the drivers for a new expansion board were installed.
The expansion board installed is a network card (NIC) and conflicts with the embedded NIC.
Run the Computer Setup utility and change the resource settings for the board.
Network controller stops working without apparent cause.
Cause
Solution
The files containing the network drivers are corrupted.
Reinstall the network drivers, using the Recovery Disc Set.
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 an authorized service provider.
New network card will not boot.
Cause
Solution
New network card may be defective or may not meet industry-standard specifications.
Install a working, industry-standard NIC, or change the boot sequence to boot from another source.
Cannot connect to network server when attempting Remote System Installation.
Cause
Solution
The network controller is not configured properly.
Verify Network Connectivity, that a DHCP Server is present, and that the Remote System Installation Server contains the NIC drivers for your NIC.
Solving Memory Problems
If you encounter memory problems, some common causes and solutions are listed in the following table.
  caution:
Power may still be supplied to the DIMMs when the computer is turned off. To avoid damage to the DIMMs or the system board, you must unplug the computer power cord before attempting to reseat, install, or remove a DIMM module.
For those systems that support ECC memory, HP does not support mixing ECC and non-ECC memory. Otherwise, the computer will not boot the operating system.
Solving Memory Problems
System will not boot or does not function properly after installing additional memory modules.
Cause
Solution
A memory module is not seated properly in the socket.
Reseat the memory module. Ensure that the locks on each side of the module are in the closed position.
Memory module is not the correct type or speed grade for the system or the new memory module is not seated properly.
Replace module with the correct industry-standard device for the computer. On some models, ECC and non-ECC memory modules cannot be mixed.
Out of memory error.
Cause
Solution
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.
Cause
Solution
The memory modules may not be installed correctly.
Check that the memory modules have been installed correctly and that proper modules are used.
Integrated graphics may use system memory.
No action required.
Insufficient memory error during operation.
Cause
Solution
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 the application.
Check the memory requirements for the application or add more memory to the computer.
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
System will not boot from CD-ROM or DVD drive.
Cause
Solution
The device is attached to a SATA port that has been disabled in the Computer Setup utility.
Run the Computer Setup utility and ensure that the SATA controller is enabled.
Non-bootable CD in drive.
Try a bootable CD in the drive.
Boot order not correct.
Run the Computer Setup utility and change boot sequence.
Drive not found (identified).
Cause
Solution
Cable could be loose.
Check cable connections.
The system may not have automatically recognized a newly installed device.
See reconfiguration directions in the Solving Hardware Installation Problems section. If the 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.
The device is attached to a SATA port that has been disabled in Computer Setup.
Run the Computer Setup utility and ensure that the SATA controller is enabled.
CD-ROM or DVD devices are not detected or driver is not loaded.
Cause
Solution
Drive is not connected properly or not properly configured.
See the documentation that came with the optional device.
Movie will not play in the DVD drive.
Cause
Solution
Movie may be regionalized for a different country.
See the documentation that came with the DVD drive or set to match the region.
Decoder software is not installed.
Install decoder software.
Damaged media.
Replace media.
Movie rating locked out by parental lock.
Use DVD software to remove parental lock.
Media installed upside down.
Ensure the disc is inserted with the label facing up and centered in the tray.
Cannot eject compact disc (tray-load unit).
Cause
Solution
Disc not properly seated in the drive.
If the disc will not eject normally using the eject button because the disc is jammed, turn off the 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.
Eject button may not be functioning.
Turn on your PC, and press the Eject button nearest the drive to open the tray. If you suspect a problem with the actual Eject button:
  1. Click Start and then Computer.
  2. Right-click the CD or DVD drive you want to open.
  3. Select Eject from the menu.
CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW drive cannot read a disc or takes too long to start.
Cause
Solution
Media has been inserted upside down.
Re-insert the media with the label facing up.
The DVD-ROM drive takes longer to start because it has to determine the type of media played, such as audio or video.
  1. 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.
  2. Change the disc format or try a different disc of the same format.
CD or DVD disc is dirty.
Clean CD or DVD with a CD cleaning kit, available from most computer stores.
The driver may be corrupted or outdated.
Download the latest driver from http://www.hp.com.
Windows does not detect the CD-ROM or DVD-ROM drive.
  1. Use Device Manager to remove or uninstall the device.
  2. Restart the computer and let Windows detect the CD or DVD driver.
  3. In Computer Setup, check to see if the disc can be detected normally.
Recording or copying CDs is difficult or impossible.
Cause
Solution
Media installed upside down.
Ensure the disc is inserted with the label facing up and centered in the tray.
Media is dirty or damaged.
Make sure the disc is clean and undamaged. If recording stopped during a recording session, the disc may be damaged; use a different disc.
Media already has recorded content.
When using a CD-R disc, make sure that it is blank when recording music and is blank or appendable (with space to add more data files) when recording data.
Wrong drive is being used.
Make sure the disc is in the correct drive and you specify the same drive in the CD or DVD recording software.
Disc space has been exceeded.
The recording software may not let you add a track if it exceeds the available space on your disc. You can make space available by removing one or more tracks from the list before recording the files to disc.
Other applications are causing a resource conflict.
Close all software programs and windows before recording. Restart your PC if necessary.
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.
Network is slow.
If you are on a network, copy the files from a network drive to your hard disk drive first, and then record them to disc.
Solving USB Flash Drive Problems
If you encounter USB flash drive problems, common causes and solutions are listed in the following table.
Solving USB Flash Drive Problems
USB flash drive is not seen as a drive letter in Windows.
Cause
Solution
The drive letter after the last physical drive is not available.
Change the default drive letter for the flash drive in Windows.
USB flash drive not found (identified).
Cause
Solution
The device is attached to a USB port that has been disabled in Computer Setup.
Run the Computer Setup utility and ensure that the USB ports are enabled.
The device was not properly seated before power-up.
Ensure the device is fully inserted into the USB port before applying power to the system
System will not boot from USB flash drive.
Cause
Solution
Boot order is not correct.
Run the Computer Setup utility and change boot sequence.
The image on the device is not bootable.
Insert a bootable device.
The computer boots to DOS after making a bootable flash drive.
Cause
Solution
Flash drive is bootable.
Install the flash drive only after the operating system boots.
Solving Front Panel Component Problems
If you encounter problems with devices connected to the front panel, refer to the common causes and solutions listed in the following table.
Solving Front Panel Component Problems
A USB device, headphone, or microphone is not recognized by the computer.
Cause
Solution
Device is not properly connected.
  1. Turn off the computer.
  2. Reconnect the device to the front of the computer and restart the computer.
The device does not have power.
If the USB device requires AC power, be sure one end is connected to the device and one end is connected to a live outlet.
The correct device driver is not installed.
  1. Install the correct driver for the device.
  2. You might need to reboot the computer.
The cable from the device to the computer does not work.
  1. If possible, replace the cable.
  2. Restart the computer.
The device is not working.
  1. Replace the device.
  2. Restart the computer.
USB ports on the computer are disabled in Computer Setup.
Run the Computer Setup utility and ensure that the USB ports are enabled.
Solving Internet Access Problems
If you encounter Internet access problems, consult your Internet Service Provider (ISP) or refer to the common causes and solutions listed in the following table.
Solving Internet Access Problems
Unable to connect to the Internet.
Cause
Solution
Internet Service Provider (ISP) account is not set up properly.
Verify Internet settings or contact your ISP for assistance.
Modem is not set up properly.
Reconnect the modem. Verify the connections are correct using the quick setup documentation.
Web browser is not set up properly.
Verify that the Web browser is installed and set up to work with your ISP.
Cable/DSL modem is not plugged in.
Plug in cable/DSL modem. You should see a “power” LED light on the front of the cable/DSL modem.
Cable/DSL service is not available or has been interrupted due to bad weather.
Try connecting to the Internet at a later time or contact your ISP. (If the cable/DSL service is connected, the “cable” LED light on the front of the cable/DSL modem will be on.)
Modem cable is not properly connected.
Unplug and reconnect the modem, verifying connections.
Note that your PC may also have an Ethernet network interface (also called a network interface card, or NIC) that connects to a local area network (LAN). Although it looks similar to the modem connector, the RJ-45 Ethernet network connector is not the same. Verify that you are using the modem connector. Do not connect a telephone cable to the NIC. Do not plug a network cable into a telephone service line; doing so may damage the NIC.
IP address is not configured properly.
Contact your ISP for the correct IP address.
Cookies are corrupted. (A “cookie” is a small piece of information that a Web server can store temporarily with the Web browser. This is useful for having the browser remember some specific information that the Web server can later retrieve.)
Windows Vista
  1. Select Start > Control Panel.
  2. Click Network and Internet.
  3. Click Internet Options.
  4. In the Browsing history section on the General tab, click the Delete button.
  5. Click the Delete cookies button.
Windows 7
  1. Select Start > Control Panel.
  2. Click Network and Internet.
  3. Click Internet Options.
  4. In the Browsing history section on the General tab, click the Delete button.
  5. Select the Cookies check box and click the Delete button.
Cannot automatically launch Internet programs.
Cause
Solution
You must log on to your ISP before some programs will start.
Log on to your ISP and launch the desired program.
Internet takes too long to download Web sites.
Cause
Solution
Modem is not set up properly.
Verify that the modem is connected and communicating properly.
Windows Vista
  1. Select Start > Control Panel.
  2. Click on System and Maintenance.
  3. Click on System.
  4. In the Tasks list, select Device Manager.
  5. Double-click Modems.
  6. Double-click your modem.
  7. On the General tab, click Diagnostics.
  8. Click Query Modem. A “Success” response indicates the modem is connected and working properly.
Windows 7
  1. Select Start > Control Panel.
  2. Click on Hardware and Sound.
  3. Click on Device Manager.
  4. Double-click Modems.
  5. Double-click your modem.
  6. On the General tab, click Diagnostics.
  7. Click Query Modem. A “Success” response indicates the modem is connected and working properly.
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 the system.
If you encounter software problems, see the applicable solutions listed in the following table.
Solving Software Problems
Computer will not continue and no HP logo screen has appeared.
Cause
Solution
POST error has occurred.
If the computer is beeping, see POST Error MessagesPOST Error Messages to determine possible causes.
See the Restore Kit or the Worldwide Limited Warranty for terms and conditions.
Computer will not continue after HP logo screen has appeared.
Cause
Solution
System files may be damaged.
Use recovery discs to reload system files.
“Illegal Operation has Occurred” error message is displayed.
Cause
Solution
Software being used is not Microsoft-certified for your version of Windows.
Verify that the software is certified 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 the computer.
Contacting Customer Support
For help and service, contact an authorized reseller or dealer. To locate a reseller or dealer near you, visit http://www.hp.com.
  note:
If you take the computer to an authorized reseller, dealer, or service provider for service, remember to provide the supervisor and user passwords if they are set.
Refer to the number listed in the warranty or in the Support Telephone Numbers guide for technical assistance.

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