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HP rp3000 Point of Sale System - Troubleshooting Without Diagnostics

This chapter provides information on how to identify and correct minor problems, such as 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 Appendix A, POST 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.
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 diagnostics utility. Refer to Computer Diagnostic Features for more information.
  • Run the Drive Protection System (DPS) Self-Test in Computer Setup. Refer to the Computer Setup (F10) Utility Guide for more information.
  • Check the Power LED on the front of the computer to see if it is flashing red. The flashing lights are error codes that will help you diagnose the problem. Refer to Appendix A, POST 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, change out 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.
  • If you are using a Windows operating system, 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.
  • Refer to the following Helpful Hintshelpful hints in this guide.
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 and product ID number, and the 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 the Recovery Disc Set that you created or restore the system to its original factory condition in HP Backup and Recovery Manager.
  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 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 monitor light is on.
  • Check the Power LED on the front of the computer to see if it is flashing red. The flashing lights are error codes that will help you diagnose the problem. Refer to Appendix A, POST Error Messages for more information.
  • 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 automatic start on power loss is set 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 Problemshardware installation problemsproblemshardware installation 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 (CD 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 VGA 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 VGA 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.
Look for the LED on the system board. If the LED is illuminated, the system still has power. Power off the computer and remove the power cord before proceeding.
Solving General Problems
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 four seconds until the computer turns off.
  2. Disconnect the power cord from the electrical outlet.
Computer will not respond to USB keyboard or mouse.
Cause
Solution
Computer is in standby mode.
To resume from standby mode, press the power button.
  caution:
When attempting to resume from standby 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.
System has locked up.
Restart computer.
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. See the Hardware Reference Guide for instructions on installing a new battery, or contact an authorized dealer or reseller for RTC battery replacement.
Cursor will not move using the arrow keys on the keypad.
Cause
Solution
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. The Num Lock key can be disabled (or enabled) in Computer Setup.
There is no sound or sound volume is too low.
Cause
Solution
System volume may be set low or muted.
  1. Check the F10 BIOS settings to make sure the audio is not disabled.
  2. Make sure the external speakers are properly connected and powered on and that the speakers' volume control is set correctly.
  3. Use the system volume control available in the operating system to make sure the speakers are not muted or to increase the volume.
The audio device may be connected to the wrong jack on the rear of the computer.
Ensure that the device is connected to the correct jack on the rear of the computer.
Poor performance is experienced.
Cause
Solution
Processor is hot.
  1. Make sure airflow to the computer is not blocked.
  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. 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 > Run and type msconfig. On the Startup tab of the System Configuration Utility, uncheck applications that you do not want to launch automatically.
      caution:
    Do not prevent applications from launching at startup that are required for proper system operation.
  2. Add more memory.
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.
Cause unknown.
Restart the computer.
Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two second pause, and the computer beeps two times. (Beeps stop after fifth iteration but LEDs continue flashing).
Cause
Solution
Processor thermal protection activated:
A fan may be blocked or not turning.
OR
The heatsink is not properly attached to the processor.
  1. Ensure that the computer air vents are not blocked.
  2. Open hood, press power button, and see if the system fan spins. If the system fan is not spinning, make sure the fan's cable is plugged onto the system board header.
  3. If fan is plugged in, but is not spinning, then replace the fan assembly.
  4. Contact an authorized reseller or service provider.
System does not power on and the LEDs on the front of the computer are not flashing.
Cause
Solution
System unable to power on.
Press and hold the power button for less than 4 seconds. If the hard drive LED turns green, then:
  1. Remove the expansion cards one at a time until the LED on the system board turns on.
  2. Replace the system board.
OR
Press and hold the power button for less than 4 seconds. If the hard drive LED does not turn on green then:
  1. Check that the unit is plugged into a working AC outlet.
  2. Open hood and check that the power button harness is properly connected to the system board.
  3. Check that the power supply cable is properly connected to the system board.
  4. Check to see if the LED on the system board is turned on. If it is turned on, then replace the power button harness.
  5. If the LED on the system board is off, then replace the power supply.
  6. Replace the system board.
DVD or CD in the optical drive will not eject.
Cause
Solution
The sliding door that covers the optical drive is closed.
Use the key provided to unlock the door (if necessary) and slide the door all the way down.
Sliding door that covers the optical drive will not open.
Cause
Solution
The sliding door is locked.
Use the provided key to unlock the door then slide the door down.
Not getting the correct power on the COM port.
Cause
Solution
COM port jumpers are not set correctly.
See “Configuring Power to a Serial Port” in the Hardware Reference Guide for instructions on setting the COM port jumpers for power.
Solving Power Problems
Common causes and solutions for power problems are listed in the following table.
Solving Power Problems
Power supply shuts down intermittently.
Cause
Solution
Power supply will not turn on because of internal power supply fault.
Contact an authorized service provider to replace the power supply.
Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two second pause, and the computer beeps two times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
Processor thermal protection activated:
A fan may be blocked or not turning.
OR
The heatsink is not properly attached to the processor.
  1. Ensure that the computer air vents are not blocked.
  2. Open hood, press power button, and see if the system fan spins. If the system fan is not spinning, make sure the fan's cable is plugged onto the system board header.
  3. If fan is plugged in, but is not spinning, then replace the fan assembly.
  4. Contact an authorized reseller or service provider.
Powered POS peripherals do not power on.
Cause
Solution
Power supply cable not connected to powered USB card.
Make sure power supply cable is connected to powered USB card.
Power LED flashes Red four times, once every second, followed by a two second pause, and the computer beeps four times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
Power failure (power supply is overloaded).
  1. Open the hood and ensure the power supply cable is seated into the connector on the system board.
  2. Check if a device is causing the problem by removing ALL attached devices (such as hard drives, optical drives, and expansion cards). Power on the system. If the system enters the POST, then power off and replace one device at a time and repeat this procedure until failure occurs. Replace the device that is causing the failure. Continue adding devices one at a time to ensure all devices are functioning properly.
  3. Replace the power supply.
  4. Replace the system board.
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 XP, right-click Start, click Explore, and select a drive. Select File > Properties > Tools. Under Error-checking, click Check Now.
    In Microsoft Windows Vista, 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 XP, right-click Start, click Explore, and select a drive. Select File > Properties > Tools. Under Error-checking, click Check Now.
In Microsoft Windows Vista, 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 the Solving Hardware Installation Problemshardware installation problemsproblemshardware installation 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.
If this is a newly installed drive, run the Computer Setup utility and try adding a POST delay under Advanced > Power-On Options.
The device is attached to a SATA port that has been disabled in Computer Setup.
Run the Computer Setup utility and ensure the device's SATA port is enabled 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.
Cause
Solution
The system is trying to start from the hard drive but the hard drive may have been damaged.
  1. Insert a bootable CD or USB device and restart the computer.
  2. Check the hard drive format using fdisk: If NTFS formatting, use a third party reader to evaluate the drive. If FAT32 formatting, the hard drive cannot be accessed.
System files missing or not properly installed.
  1. Insert a bootable CD or USB device and restart the computer.
  2. Check the hard drive format using Fdisk: If NTFS formatting, use a third party reader to evaluate the drive. If FAT32 formatting, the hard drive cannot be accessed.
  3. Install system files for the appropriate operating system.
  4. Restore the system to a recovery point in HP Backup and Recovery Manager. Refer to the HP Backup and Recovery Manager User Guide in the Windows Start menu for more information.
Hard drive boot has been disabled in Computer Setup.
Run the Computer Setup utility and enable the hard drive entry in the Storage > Boot Order list.
Bootable hard drive is not attached as first in a multi-hard drive configuration.
If attempting to boot from a hard drive, ensure it is attached to the system board connector labeled SATA 0.
Bootable hard drive's controller is not listed first in the Boot Order.
Run the Computer Setup utility and select Storage > Boot Order and ensure the bootable hard drive's controller is listed immediately under the Hard Drive entry.
Computer will not boot from hard drive.
Cause
Solution
The SATA controller has been disabled in Computer Setup.
Run the Computer Setup utility and ensure the SATA controller is enabled in Storage > Storage Options.
Boot order is not correct.
Run the Computer Setup utility and change boot sequence in Storage > Boot Order.
Hard Drive's "Emulation Type" is set to "None."
Run the Computer Setup utility and change the "Emulation Type" to "Hard Disk" in the device's details under Storage > Device Configuration.
Hard drive is damaged.
Observe if the front panel Power LED is blinking RED and if any beeps are heard. See Appendix A, POST Error Messages to determine possible causes for the blinking red and beep codes.
See the Worldwide Limited Warranty for terms and conditions.
Computer seems to be locked up.
Cause
Solution
Program in use has stopped responding to commands.
Attempt the normal Windows “Shut Down” procedure. If this fails, press the power button for four or more seconds to turn off the power. To restart the computer, press the power button again.
Solving Display Problems
If you encounter display problems, see the documentation that came with the monitor and the common causes and solutions listed in the following table.
Solving Display Problems
Blank screen (no video).
Cause
Solution
Monitor is not turned on and the monitor light is not on.
Turn on the monitor and check that the monitor light is on.
Bad monitor.
Try a different monitor.
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.
System ROM is corrupted; system is running in Boot Block Emergency Recovery Mode (indicated by eight beeps).
Reflash the system ROM with the latest BIOS image. See the “Boot Block Emergency Recovery Mode” section of the Desktop Management Guide for more information.
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.
Computer is in standby mode.
Press the power button to resume from standby mode.
  caution:
When attempting to resume from standby 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.
Monitor cable is plugged into the wrong connector.
Ensure that the monitor is plugged into an active connector on the rear of the computer. If another connector is available, connect the monitor to that connector and reboot the system.
Monitor settings in the computer are not compatible with the monitor.
  1. Restart the computer and press F8 during startup when you see “Press F8” in the bottom right corner of the screen.
  2. Using the keyboard arrow keys, select Enable VGA Mode and press Enter.
  3. In Windows Control Panel, double-click the Display icon and select the Settings tab.
  4. Use the sliding control to reset the resolution.
Blank screen and the power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
Pre-video memory error.
  1. Reseat DIMMs. Power on the system.
  2. Replace DIMMs one at a time to isolate the faulty module.
  3. Replace third-party memory with HP memory.
  4. Replace the system board.
Blank screen and the power LED flashes Red six times, once every second, followed by a two second pause, and the computer beeps six times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
Pre-video graphics error.
For systems with a graphics card:
  1. Reseat the graphics card. Power on the system.
  2. Replace the graphics card.
  3. Replace the system board.
For systems with integrated graphics, replace the system board.
Blank screen and the power LED flashes Red seven times, once every second, followed by a two second pause, and the computer beeps seven times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
System board failure (ROM detected failure prior to video).
Replace the system board.
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.
Monitor needs to be degaussed.
Degauss the monitor. Refer to the documentation that came with the monitor for instructions.
Image is not centered.
Cause
Solution
Position may need adjustment.
Press the 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
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.
Restart the computer and enter Safe Mode. Change the settings to a supported setting then restart the computer so that the new settings take effect.
Vibrating or rattling noise coming from inside a CRT monitor when powered on.
Cause
Solution
Monitor degaussing coil has been activated.
None. It is normal for the degaussing coil to be activated when the monitor is powered on.
Clicking noise coming from inside a CRT monitor.
Cause
Solution
Electronic relays have been activated inside the monitor.
None. It is normal for some monitors to make a clicking noise when turned on and off, when going in and out of standby mode, and when changing resolutions.
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. To download a SoftPaq that will assist you with the synchronization, go to the following Web site, select the appropriate monitor, and download either SP35375 or SP35466: http://www.hp.com/support
Graphics card is not seated properly or is bad.
  1. Reseat the graphics card.
  2. Replace the graphics card.
Certain typed symbols do not appear correct.
Cause
Solution
The font you are using does not support that particular symbol.
Use the Character Map to locate and select the appropriate symbol. Click Start > All Programs > Accessories > System Tools > Character Map. You can copy the symbol from the Character Map into a document.
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 cuts in and out.
Cause
Solution
Processor resources are being used by other open applications.
Shut down all open processor-intensive applications.
Direct sound latency, common in many media player applications.
In Windows XP only:
  1. From the Control Panel, select Sounds and Audio Devices.
  2. On the Audio tab, select a device from the Sound Playback list.
  3. Click the Advanced button and select the Performance tab.
  4. Set the Hardware acceleration slider to None and the Sample rate conversion quality slider to Good and retest the audio.
  5. Set the Hardware acceleration slider to Full and the Sample rate conversion quality slider to Best and retest the audio.
Sound does not come out of the speaker.
Cause
Solution
Software volume control is turned down.
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.
Audio is hidden in Computer Setup.
Enable the audio in Computer Setup: Security > Device Security > System Audio.
The external speakers are not turned on.
Turn on the external speakers.
The audio device may be connected to the wrong jack on the rear of the computer.
Ensure that the device is connected to the correct jack on the rear of the computer.
External speakers plugged into the wrong audio jack on a recently installed sound card.
See the sound card documentation for proper speaker connection.
Digital CD audio is not enabled.
Enable digital CD audio:
  1. From the Control Panel, select System.
  2. On the Hardware tab, click the Device Manager button.
  3. Right-click on the CD/DVD device and select Properties.
  4. On the Properties tab, make sure Enable digital CD audio for this CD-ROM device is checked.
Devices connected to the line-out connector mute the internal speaker.
Turn on and use external speakers, if connected, or disconnect 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.
Computer is in standby mode.
Press the power button to resume from standby mode.
  caution:
When attempting to resume from standby 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 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.
Solving Printer Problems
If you encounter printer problems, see the documentation that came with the printer and 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:\ > LPT1
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 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 Desktop, click Start.
  2. Click Shut Down. The Shut Down Windows dialog box is displayed.
  3. Select Shut down.
  4. 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.
Wireless device error.
  1. Check the software, if available, for device status.
  2. Check/replace device batteries.
  3. Reset receiver and keyboard.
Computer is in standby mode.
Press the power button to resume from standby mode.
  caution:
When attempting to resume from standby 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.
Cursor will not move using the arrow keys on the keypad.
Cause
Solution
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. The Num Lock key can be disabled (or enabled) in Computer Setup.
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 up or down arrow key to select Shut Down and then press the Enter key.
  3. Use the up or down arrow key to select the Shut Down option and then press the Enter key.
  4. 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 may need cleaning.
Remove the roller ball cover on the mouse and clean the internal components.
Mouse may need repair.
See the Worldwide Limited Warranty for terms and conditions.
Wireless device error.
  1. Check the software, if available, for device status.
  2. Check/replace device batteries.
  3. Reset receiver and mouse.
Computer is in standby mode.
Press the power button to resume from standby mode.
  caution:
When attempting to resume from standby 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.
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.
Look for the LED on the system board. If the LED is illuminated, the system still has power. Power off the computer and remove the power cord before proceeding.
Solving Hardware Installation Problems
A new device is not recognized as part of the system.
Cause
Solution
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 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.
Enter Computer Setup (F10) and enable the USB ports in Security > Device Security.
Computer will not start.
Cause
Solution
Wrong memory modules were used in the upgrade or memory modules were installed in the wrong location.
  1. Review the documentation that came with the system to determine if you are using the correct memory modules and to verify the proper installation.
  2. Observe the beeps and LED lights on the front of the computer. Beeps and flashing LEDs are codes for specific problems.
  3. If you still cannot resolve the issue, contact Customer Support.
Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
Memory is installed incorrectly or is bad.
  caution:
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.
  1. Reseat DIMMs. Power on the system.
  2. Replace DIMMs one at a time to isolate the faulty module.
  3. Replace third-party memory with HP memory.
  4. Replace the system board.
Power LED flashes Red six times, once every second, followed by a two second pause, and the computer beeps six times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
Graphics card (if applicable) is not seated properly or is bad, or system board is bad.
For systems with a graphics card:
  1. Reseat the graphics card. Power on the system.
  2. Replace the graphics card.
  3. Replace the system board.
For systems with integrated graphics, replace the system board.
Power LED flashes Red ten times, once every second, followed by a two second pause, and the computer beeps ten times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
Bad option card.
  1. Check each option card by removing the cards one at time (if multiple cards), then power on the system to see if fault goes away.
  2. Once bad card is identified, remove and replace bad option card.
  3. Replace the system board.
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
Wake-on-LAN is not enabled.
  note:
Some NICs come with their own configuration applets that allow for more detailed control and configuration of wake features. Refer to the documentation included with the NIC for more information.
Enable Wake-on-LAN.
  1. Select Start > Control Panel.
  2. Double-click Network Connections.
  3. Double-click Local Area Connection.
  4. Click Properties.
  5. Click Configure.
  6. Click the Power Management tab, then select the check box to Allow this device to bring the computer out of standby.
Network driver does not detect network controller.
Cause
Solution
Network controller is disabled.
  1. Run Computer Setup and enable network controller in Security > Device Security.
  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 in Security > Device Security.
  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.
Under the Computer Setup Advanced menu, change the resource settings for the board.
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.
Under the Computer Setup Advanced menu, change the resource settings for the board.
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.
Under the Computer Setup Advanced menu, change the resource settings for the board.
Network controller stops working without apparent cause.
Cause
Solution
The files containing the network drivers are corrupted.
Download the network drivers from http://www.hp.com and reinstall them.
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.
System setup utility reports unprogrammed EEPROM.
Cause
Solution
Unprogrammed EEPROM.
Contact an authorized service provider.
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.
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
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.
Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
Memory is installed incorrectly or is bad.
  1. Reseat DIMMs. Power on the system.
  2. Replace DIMMs one at a time to isolate the faulty module.
  3. Replace third-party memory with HP memory.
  4. Replace the system board.
Solving Processor Problems
If you encounter processor problems, common causes and solutions are listed in the following table.
Solving Processor Problems
Poor performance is experienced.
Cause
Solution
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.
Solving Optical Drive Problems
If you encounter Optical Drive problems, see the common causes and solutions listed in the following table or to the documentation that came with the optional device.
Solving Optical Drive Problems
System will not boot from optical drive.
Cause
Solution
The SATA controller has been disabled in the Computer Setup utility.
Run the Computer Setup utility and ensure the SATA controller is enabled in Storage > Storage Options.
Removable Media Boot is disabled in the Computer Setup utility.
Run the Computer Setup utility and enable booting to removable media in Storage > Storage Options. Ensure CD-ROM is enabled in Storage > Boot Order.
Network Server Mode is enabled in Computer Setup.
Run the Computer Setup utility and disable Network Server Mode in Security > Password Options.
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 in Storage > Boot Order.
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 Problemshardware installation problemsproblemshardware installation 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.
If this is a newly installed drive, run the Computer Setup utility and try adding a POST delay under Advanced > Power-On Options.
The SATA controller has been disabled in the Computer Setup utility.
Run the Computer Setup utility and ensure the SATA controller is enabled in Storage > Storage Options.
Drive responds slowly immediately after power-up.
Run Computer Setup and increase the POST Delay in Advanced > Power-On Options.
Optical drive 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.
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.
Reinstall media.
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.
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.
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.
  2. Restart the computer and let Windows detect the CD or DVD driver.
Recording or copying CDs is difficult or impossible.
Cause
Solution
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.
Computer boots too slow after removing an optical drive.
Cause
Solution
The system is searching for the drive during boot because the drive cable is still attached to the system board.
Disconnect the drive cable from the system board.
DVD or CD in the optical drive will not eject.
Cause
Solution
The sliding door that covers the optical drive is closed.
Use the key provided to unlock the door (if necessary) and slide the door all the way down.
Disc not properly seated in the drive.
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.
Sliding door that covers the optical drive will not open.
Cause
Solution
The sliding door is locked.
Use the provided key to unlock the door then slide the door down.
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 hidden in Computer Setup.
Run the Computer Setup utility and ensure that "Device available" is selected for "All USB Ports" under Security > Device Security.
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 in Storage > Boot Order.
Removable Media Boot is disabled in the Computer Setup utility.
Run the Computer Setup utility and enable booting to removable media in Storage > Storage Options. Ensure USB is enabled in Storage > Boot Order.
The image on the device is not bootable.
Follow the procedures described in the "Replicating the Setup" section of the Service Reference Guide.
The computer boots to DOS after making a bootable USB flash drive.
Cause
Solution
USB flash drive is bootable.
Install the USB flash drive only after the operating system boots.
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.)
The CAT5 UTP cable is disconnected.
Connect the CAT5 UTP cable between the cable modem and the computers’s RJ-45 connector. (If the connection is good, the “PC” LED light on the front of the cable/DSL modem will be on.)
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 XP
  1. Select Start > Control Panel.
  2. Double-click Internet Options.
  3. On the General tab, click the Delete Cookies 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 XP
  1. Select Start > Control Panel.
  2. Double-click System.
  3. Click the Hardware tab.
  4. In the Device Manager area, click the Device Manager button.
  5. Double-click Modems.
  6. Double-click Agere Systems PCI-SV92PP Soft Modem.
  7. On the General tab, click Diagnostics.
  8. Click Query Modem. A “Success” response indicates the modem is connected and working 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 Agere Systems PCI-SV92PP Soft Modem.
  7. On the General tab, click Diagnostics.
  8. 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.
  note:
HP Backup and Recovery Manager can be used to restore the software to a recovery point or to restore the system to its factory configuration. Refer to Restoring the Software for more information.
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.
Observe the beeps and LED lights on the front of the computer. See Appendix A, POST 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.
Restore the files from the Recovery Disc Set or backups you created in HP Backup and Recovery Manager.
“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 setup and power-on 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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