Actions
Actions
Actions
Actions
Actions
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.
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.
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.
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.
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.
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Computer appears locked up and will not turn off when the power button is pressed.
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Cause
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Solution
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Software control of the power switch is not functional.
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Computer will not respond to USB keyboard or mouse.
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Cause
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Solution
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Computer is in standby mode.
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To resume from standby mode, press the power button or press any key.
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System has locked up.
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Restart computer.
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Computer date and time display is incorrect.
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Cause
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Solution
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RTC (real-time clock) battery may need to be replaced.
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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.
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Cursor will not move using the arrow keys on the keypad.
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Cause
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Solution
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The Num Lock key may be on.
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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.
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There is no sound or sound volume is too low.
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Cause
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Solution
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System volume may be set low or muted.
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Cannot remove computer cover or access panel.
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Cause
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Solution
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Smart Cover Lock, featured on some computers, is locked.
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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.
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Poor performance is experienced.
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Cause
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Solution
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Processor is hot.
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Hard drive is full.
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Transfer data from the hard drive to create more space on the hard drive.
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Low on memory.
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Add more memory.
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Hard drive fragmented.
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Defragment hard drive.
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Program previously accessed did not release reserved memory back to the system.
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Restart the computer.
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Virus resident on the hard drive.
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Run virus protection program.
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Too many applications running.
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Some software applications, especially games, are stressful on the graphics subsystem
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Cause unknown.
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Restart the computer.
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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).
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Cause
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Solution
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Processor thermal protection activated:
A fan may be blocked or not turning.
OR
The heatsink is not properly attached to the processor.
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System does not power on and the LEDs on the front of the computer are not flashing.
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Cause
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Solution
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System unable to power on.
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Press and hold the power button for less than 4 seconds. If the hard drive LED turns green, then:
OR
Press and hold the power button for less than 4 seconds. If the hard drive LED does not turn on green then:
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Power supply shuts down intermittently.
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Cause
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Solution
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Voltage selector switch on rear of computer chassis (some models) not switched to correct line voltage (115V or 230V).
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Select the proper AC voltage using the selector switch.
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Power supply will not turn on because of internal power supply fault.
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Contact an authorized service provider to replace the power supply.
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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.)
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Cause
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Solution
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Processor thermal protection activated:
A fan may be blocked or not turning.
OR
The heatsink is not properly attached to the processor.
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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.)
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Cause
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Solution
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The incorrect external power supply adapter is being used on the USDT.
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The USDT power supply adapter must be at 135W and use the Smart ID technology before the system will power up. Replace the power supply adapter with the HP-supplied USDT power supply adapter.
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note:
The computer does 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.
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Diskette drive light stays on.
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Cause
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Solution
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Diskette is damaged.
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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 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.
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Diskette is incorrectly inserted.
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Remove diskette and reinsert.
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Drive cable is not properly connected.
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Reconnect drive cable. Ensure that all four pins on the diskette power cable are connected to the drive.
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Drive not found.
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Cause
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Solution
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Cable is loose.
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Reseat diskette drive data and power cable.
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Removable drive is not seated properly.
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Reseat the drive.
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Diskette drive cannot write to a diskette.
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Cause
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Solution
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Diskette is not formatted.
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Format the diskette.
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Diskette is write-protected.
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Use another diskette or remove the write protection.
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Writing to the wrong drive.
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Check the drive letter in the path statement.
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Not enough space is left on the diskette.
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Diskette is damaged.
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Replace the damaged disk.
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Cannot format diskette.
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Cause
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Solution
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Invalid media reported.
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When formatting a disk in MS-DOS, you may need to specify diskette capacity. For example, to format a 1.44-MB diskette, type the following command at the MS-DOS prompt:
FORMAT A: /F:1440
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Disk may be write-protected.
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Open the locking device on the diskette.
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A problem has occurred with a disk transaction.
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Cause
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Solution
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The directory structure is bad, or there is a problem with a file.
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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 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.
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Diskette drive cannot read a diskette.
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Cause
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Solution
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You are using the wrong diskette type for the drive type.
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Check the type of drive that you are using and use the correct diskette type.
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You are reading the wrong drive.
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Check the drive letter in the path statement.
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Diskette is damaged.
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Replace the diskette with a new one.
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“Invalid system disk” message is displayed.
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Cause
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Solution
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A diskette that does not contain the system files needed to start the computer has been inserted in the drive.
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When drive activity stops, remove the diskette and press the Spacebar. The computer should start up.
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Diskette error has occurred.
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Restart the computer by pressing the power button.
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Cannot Boot to Diskette.
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Cause
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Solution
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Diskette is not bootable.
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Replace with a bootable diskette.
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Diskette boot has been disabled in Computer Setup.
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Network server mode is enabled in Computer Setup.
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Run Computer Setup and disable Network Server Mode in Security > Password Options.
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Hard drive error occurs.
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Cause
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Solution
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Hard disk has bad sectors or has failed.
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Disk transaction problem.
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Cause
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Solution
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Either the directory structure is bad or there is a problem with a file.
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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.
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Drive not found (identified).
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Cause
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Solution
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Cable could be loose.
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Check cable connections.
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The system may not have automatically recognized a newly installed device.
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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.
If this is a newly installed drive, run the Computer Setup utility and try adding a POST delay under Advanced > Power-On Options.
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The device is attached to a SATA port that has been hidden in Computer Setup.
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Run the Computer Setup utility and ensure Device Available is selected for the device's SATA port in Security > Device Security.
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Drive responds slowly immediately after power-up.
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Run Computer Setup and increase the POST Delay in Advanced > Power-On Options.
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Nonsystem disk/NTLDR missing message.
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Cause
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Solution
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The system is trying to start from a diskette that is not bootable.
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Remove the diskette from the diskette drive.
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The system is trying to start from the hard drive but the hard drive may have been damaged.
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System files missing or not properly installed.
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Hard drive boot has been disabled in Computer Setup.
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Run the Computer Setup utility and enable the hard drive entry in the Storage > Boot Order list.
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Bootable hard drive is not attached as first in a multi-hard drive configuration.
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If attempting to boot from a hard drive, ensure it is attached to dark blue SATA connector on the system board.
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Bootable hard drive's controller is not listed first in the Boot Order.
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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.
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Computer will not boot from hard drive.
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Cause
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Solution
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The device is attached to a SATA port that has been hidden in Computer Setup.
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Run the Computer Setup utility and ensure Device Available is selected for the device's SATA port in Security > Device Security.
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Boot order is not correct.
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Run the Computer Setup utility and change boot sequence in Storage > Boot Order.
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Hard Drive's “Emulation Type” is set to “None.”
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Run the Computer Setup utility and change the “Emulation Type” to “Hard Disk” in the device's details under Storage > Device Configuration.
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Hard drive is damaged.
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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.
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Computer seems to be locked up.
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Cause
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Solution
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Program in use has stopped responding to commands.
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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.
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The removable hard drive has no power to the hard drive enclosure.
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Cause
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Solution
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The lock on the enclosure is not turned to the “ON” position.
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Insert the key and turn the lock clockwise 90 degrees. The green LED on the front of the enclosure should be on.
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Power cable from the computer power supply to the enclosure frame is not properly connected.
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Check the power supply to make sure it is properly connected to the rear of the enclosure frame.
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The removable hard drive is not recognized by the computer.
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Cause
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Solution
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The removable hard drive carrier is not fully seated in the enclosure frame or the hard drive is not fully seated in the carrier.
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Push the carrier into the enclosure frame so that the connector on the rear of the frame is properly seated. If this does not solve the problem, turn off the computer, remove the carrier, and check to see if the connector on the hard drive is properly seated in the carrier.
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The removable hard drive enclosure is beeping and the green LED is flashing.
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Cause
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Solution
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Fan failure alarm on the removable hard drive enclosure has been activated.
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Shut down the computer and contact HP for a replacement enclosure.
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Media card will not work in a digital camera after formatting it in Microsoft Windows XP or Microsoft Windows Vista.
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Cause
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Solution
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By default, Windows XP and 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.
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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.
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A write-protected or locked error occurs when attempting to write to the media card.
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Cause
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Solution
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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.
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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.
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Can not write to the media card.
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Cause
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Solution
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The media card is a read-only memory (ROM) card.
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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.
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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.
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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.
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Unable to access data on the media card after inserting it into a slot.
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Cause
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Solution
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The media card is not inserted properly, is inserted in the wrong slot, or is not supported.
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Ensure that the card is inserted properly with the gold contact on the correct side. The green LED will light if inserted properly.
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Do not know how to remove a media card correctly.
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Cause
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Solution
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The computer’s software is used to safely eject the card.
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Open My Computer (Windows XP) or Computer (Windows Vista and Windows 7), right-click on the corresponding drive icon, and select Eject. Then pull the card out of the slot.
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After installing the media card reader and booting to Windows, the reader and the inserted cards are not recognized by the computer.
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Cause
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Solution
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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.
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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.
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After inserting a media card in the reader, the computer attempts to boot from the media card.
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Cause
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Solution
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The inserted media card has boot capability.
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If you do not want to boot from the media card, remove it during boot or do not select the option to boot from the inserted media card during the boot process.
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Blank screen (no video).
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Cause
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Solution
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Monitor is not turned on and the monitor light is not on.
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Turn on the monitor and check that the monitor light is on.
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Bad monitor.
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Try a different monitor.
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The cable connections are not correct.
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Check the cable connection from the monitor to the computer and to the electrical outlet.
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You may have a screen blanking utility installed or energy saver features are enabled.
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Press any key or click the mouse button and, if set, type your password.
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System ROM is corrupted; system is running in Boot Block Emergency Recovery Mode (indicated by eight beeps).
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Reflash the system ROM with the latest BIOS image.
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You are using a fixed-sync monitor and it will not sync at the resolution chosen.
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Be sure that the monitor can accept the same horizontal scan rate as the resolution chosen.
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Computer is in standby mode.
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Press the power button to resume from standby mode.
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Monitor cable is plugged into the wrong connector.
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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.
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Monitor settings in the computer are not compatible with the monitor.
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Monitor is configured to use an input that is not active.
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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.
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Cannot enable integrated graphics after installing a PCI Express graphics card.
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Cause
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Solution
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On systems with Intel integrated graphics, the integrated graphics cannot be enabled after installing a PCI Express x16.
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Integrated graphics can be used if there is a graphics card in the PCI, PCI Express x1, or PCI Express x4 slot. It cannot be used if there is a graphics card in the PCI Express x16 slot.
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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.)
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Cause
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Solution
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Pre-video memory error.
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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.)
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Cause
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Solution
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Pre-video graphics error.
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For systems with a graphics card:
For systems with integrated graphics, replace the system board.
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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.)
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Cause
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Solution
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System board failure (ROM detected failure prior to video).
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Replace the system board.
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Monitor does not function properly when used with energy saver features.
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Cause
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Solution
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Monitor without energy saver capabilities is being used with energy saver features enabled.
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Disable monitor energy saver feature.
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Dim characters.
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Cause
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Solution
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The brightness and contrast controls are not set properly.
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Adjust the monitor brightness and contrast controls.
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Cables are not properly connected.
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Check that the graphics cable is securely connected to the graphics card and the monitor.
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Blurry video or requested resolution cannot be set.
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Cause
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Solution
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If the graphics controller was upgraded, the correct graphics drivers may not be loaded.
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Install the video drivers included in the upgrade kit.
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Monitor is not capable of displaying requested resolution.
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Change requested resolution.
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Graphics card is bad.
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Replace the graphics card.
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The picture is broken up, rolls, jitters, or flashes.
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Cause
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Solution
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The monitor connections may be incomplete or the monitor may be incorrectly adjusted.
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Monitor needs to be degaussed.
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Degauss the monitor. Refer to the documentation that came with the monitor for instructions.
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Image is not centered.
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Cause
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Solution
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Position may need adjustment.
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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.
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“No Connection, Check Signal Cable” displays on screen.
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Cause
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Solution
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Monitor video cable is disconnected.
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Connect the video cable between the monitor and computer.
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“Out of Range” displays on screen.
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Cause
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Solution
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Video resolution and refresh rate are set higher than what the monitor supports.
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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.
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Vibrating or rattling noise coming from inside a CRT monitor when powered on.
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Cause
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Solution
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Monitor degaussing coil has been activated.
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None. It is normal for the degaussing coil to be activated when the monitor is powered on.
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Clicking noise coming from inside a CRT monitor.
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Cause
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Solution
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Electronic relays have been activated inside the monitor.
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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.
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High pitched noise coming from inside a flat panel monitor.
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Cause
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Solution
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Brightness and/or contrast settings are too high.
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Lower brightness and/or contrast settings.
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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).
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Cause
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Solution
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Flat panel monitor’s internal digital conversion circuits may be unable to correctly interpret the output synchronization of the graphics card.
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Graphics card is not seated properly or is bad.
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Certain typed symbols do not appear correct.
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Cause
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Solution
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The font you are using does not support that particular symbol.
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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.
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Sound cuts in and out.
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Cause
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Solution
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Processor resources are being used by other open applications.
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Shut down all open processor-intensive applications.
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Direct sound latency, common in many media player applications.
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In Windows XP only:
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Sound does not come out of the speaker or headphones.
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Cause
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Solution
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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.
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Audio is hidden in Computer Setup.
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Enable the audio in Computer Setup: Security > Device Security > System Audio.
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The external speakers are not turned on.
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Turn on the external speakers.
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The audio device may be connected to the wrong jack.
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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.
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External speakers plugged into the wrong audio jack on a recently installed sound card.
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See the sound card documentation for proper speaker connection.
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Digital CD audio is not enabled.
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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.
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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.
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Computer is in standby mode.
|
Press the power button to resume from standby mode.
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Internal speaker is disabled in Computer Setup.
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Enable the internal speaker in Computer Setup. Select Advanced > Device Options > Internal Speaker.
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The application is set to use a different audio device than speakers.
|
Some graphics cards support audio over the DisplayPort connection, so multiple audio devices may be listed in Device Manager. Make sure the correct device is being used.
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Some applications can select which audio output device is used.
|
Make sure the application has selected the correct audio device.
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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.
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Sound from headphones is not clear or muffled.
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Cause
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Solution
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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.
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Computer appears to be locked up while recording audio.
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Cause
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Solution
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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.
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Line-in jack is not functioning properly.
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Cause
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Solution
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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.
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There is no sound or sound volume is too low.
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Cause
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Solution
|
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The application is set to use a different audio device than speakers.
|
Some graphics cards support audio over the DisplayPort connection, so multiple audio devices may be listed in Device Manager. Make sure the correct device is being used.
|
|
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.
|
|
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.
|
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.
|
|
Keyboard commands and typing are not recognized by the computer.
|
|
|
Cause
|
Solution
|
|
Keyboard connector is not properly connected.
|
|
|
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 standby mode.
|
Press the power button to resume from standby mode.
|
|
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.
|
|
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.
|
|
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.
|
|
Computer is in standby mode.
|
Press the power button to resume from standby mode.
|
|
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.
|
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.
|
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 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 Enable is selected for the appropriate USB ports under Security>USB Security.
|
|
Computer will not start.
|
|
|
Cause
|
Solution
|
|
Wrong memory modules were used in the upgrade or memory modules were installed in the wrong location.
|
|
|
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.
|
|
|
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 is not seated properly or is bad, or system board is bad.
|
For systems with a graphics card:
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.
|
|
|
Wake-on-LAN feature is not functioning.
|
|
|
Cause
|
Solution
|
|
S5 Maximum Power Saving feature is enabled.
|
Disable the S5 Maximum Power Saving option in Computer Setup. Select Power>Hardware Power Management>S5 Maximum Power Saving.
|
|
S5 Wake on LAN is disabled.
|
: Enable the S5 Wake on LAN option in Computer Setup. Select Advanced > Device Options > S5 Wake on LAN.
|
|
Wake-on-LAN is not enabled.
|
To enable Wake-on-LAN in Windows XP:
To enable Wake-on-LAN in Windows Vista:
To enable Wake-on-LAN in Windows 7:
|
|
Network driver does not detect network controller.
|
|
|
Cause
|
Solution
|
|
Network controller is disabled.
|
|
|
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.
|
|
|
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.
|
|
|
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.
|
Reinstall the network drivers, using the Recovery Disc Set created from the hard drive's Recovery Partition.
|
|
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.
|
caution:
Power may still be supplied to the DIMMs when the computer is turned off (depending on the Management Engine (ME) settings). 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.
note:
The memory count will be affected by configurations with the Management Engine (ME) enabled. The ME uses 8MB of system memory in single channel mode or 16MB of memory in dual-channel mode to download, decompress, and execute the ME firmware for Out-of-Band (OOB), third-party data storage, and other management functions.
|
System will not boot or does not function properly after installing additional memory modules.
|
|
|
Cause
|
Solution
|
|
A memory module is not installed in the XMM1 socket.
|
Ensure that a memory module is installed in the black SODIMM1 socket on the system board.
|
|
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.
|
|
|
Poor performance is experienced.
|
|
|
Cause
|
Solution
|
|
Processor is hot.
|
|
|
Power LED flashes Red three times, once every second, followed by a two second pause.
|
|
|
Cause
|
Solution
|
|
Processor is not seated properly or not installed.
|
|
|
Power LED flashes Red eleven times, once every second, followed by a two second pause.
|
|
|
Cause
|
Solution
|
|
The current processor does not support a feature previously enabled on this system.
|
|
|
System will not boot from CD-ROM or DVD drive.
|
|
|
Cause
|
Solution
|
|
The device is attached to a SATA port that has been hidden in the Computer Setup utility.
|
Run the Computer Setup utility and ensure Device Available is selected for the device's SATA port in Security > Device Security.
|
|
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 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.
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 hidden in Computer Setup.
|
Run the Computer Setup utility and ensure Device Available is selected for the device's SATA port in Security > Device Security.
|
|
Drive responds slowly immediately after power-up.
|
Run Computer Setup and increase the POST Delay in Advanced > Power-On Options.
|
|
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.
|
|
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.
|
|
PAVP support is disabled (Blu ray only).
|
Set the Protected Audio Video Path (PAVP) option to “Min” in Computer Setup. Select Security > System Security > Protected Audio Video Path (PAVP).
|
|
Cannot eject compact disc (tray-load unit).
|
|
|
Cause
|
Solution
|
|
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.
|
|
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.
|
|
|
Recording or copying CDs is difficult or impossible.
|
|
|
Cause
|
Solution
|
|
Wrong or poor quality media type.
|
|
|
USDT computer boots too slow after removing a CD-ROM or DVD 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.
|
|
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 “Front USB Ports” and “Rear USB Ports” under Security > USB 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 “ROM Flash: Replicating the Setup: Creating a Bootable Device: Supported USB Flash Media Device” section of the Maintenance and Service Guide.
|
|
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.
|
|
A USB device, headphone, or microphone is not recognized by the computer.
|
|
|
Cause
|
Solution
|
|
Device is not properly connected.
|
|
|
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.
|
|
|
The cable from the device to the computer does not work.
|
|
|
The device is not working.
|
|
|
USB ports on the computer are disabled in Computer Setup.
|
Run the Computer Setup utility and ensure that Device Available is selected for appropriate USB ports under Security>USB Security.
|
|
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 XP
Windows Vista
Windows 7
|
|
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
Windows Vista
Windows 7
|
|
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.
|
Use recovery diskette to scan hard drive for errors.
|
|
“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.
|
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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