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Service Reference Guide: HP Compaq dx2420 Business PC - Troubleshooting

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 available on the Web site at http://www.hp.com/ergo for more information on choosing a workspace and creating a safe and comfortable work environment.
  warning:
Energized and moving parts inside.
Disconnect power to the equipment before removing the enclosure.
Replace and secure the enclosure before re-energizing the equipment.
Before You Call for Technical Support
If you are having problems with the computer, try the appropriate solutions below to try to isolate the exact problem before calling for technical support.
  • Run the HP diagnostic tool.
  • Run the hard drive self-test in Computer Setup. Refer to the Computer Setup (F10) Utility Guide for more information.
  • Listen for a series of beeps from the computer. The beeps are error codes that will help you diagnose the problem. Refer to Interpreting POST Audible Codes to interpret the codes.
  • 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.
  • 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 Helpful Hints in this guide for more general suggestions.
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.
  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 voltage select switch (some models) is set to the appropriate voltage for your region (115V or 230V).
  • Check to see that the computer is turned on and the power light is on.
  • Check to see that the monitor is turned on and the green monitor light is on.
  • Turn up the brightness and contrast controls of the monitor if the monitor is dim.
  • Press and hold any key. If the system beeps, then the keyboard should be operating correctly.
  • Check all cable connections for loose connections or incorrect connections.
  • Wake the computer by pressing any key on the keyboard or pressing the power button. If the system remains in suspend mode for more than four seconds, 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 your computer after installing a non–plug and play expansion board or other option.
  • Be sure that all the needed device drivers have been installed. For example, if you are using a printer, you need a driver for that model printer.
  • Remove all bootable media (diskette, CD, 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 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 minor 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 your HP authorized reseller or service provider.
Computer will not turn on.
Cause
Solution
Cables to the external power source are unplugged.
Ensure that cables connecting the computer to the external power source are plugged in properly and the wall outlet is active.
Voltage selector switch on rear of computer chassis (some models) not switched to correct line voltage (115V or 230V).
Select the proper AC voltage using the selector switch.
A defective PCI card has been installed.
Remove any expansion board that was just installed.
Drive data or power supply cables may not be properly connected.
Reseat drive data and power supply cables.
The unit temperature was exceeded. The fan may be blocked.
  1. Unit is in an exceedingly hot environment. Let it cool down.
  2. Ensure that computer air vents are not blocked and the internal fan is running.
  3. Contact an HP authorized reseller or service provider.
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
System has locked up.
Restart computer.
Keyboard or mouse is not connected to computer.
Connect keyboard and mouse cables to computer.
Computer is in standby mode.
To resume from standby mode, press the power button or press any key.
  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 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.
Poor performance is experienced.
Cause
Solution
Processor is hot.
  1. Make sure airflow to the computer is not blocked. Leave a 10.2-cm (4-inch) clearance on all vented sides of the computer and above the monitor to permit the required airflow.
  2. Make sure fans are connected and working properly (some fans only operate when needed).
  3. Make sure the processor heat sink 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 (Microsoft Windows XP) or Start > All Programs > Accessories > Run (Microsoft Windows Vista) 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.
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.
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.
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.
You are using a fixed-sync monitor and it will not sync at the resolution chosen.
Be sure that the monitor can accept the same horizontal scan rate as the resolution chosen.
Monitor cable is plugged into the wrong connector.
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.
Bad monitor.
Try a different monitor.
Computer is beeping and will not start.
Cause
Solution
Internal error has occurred and the computer is beeping a code.
Refer to Interpreting POST Audible Codes to interpret the error code.
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, the Windows operating system 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 the Windows operating system, 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, rotating fans, 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.
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.
Enter Computer Setup (F10) and enable the USB ports.
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. Listen for beeps from the computer. See Interpreting POST Audible Codes to determine possible causes.
  3. If you still cannot resolve the issue, contact Customer Support.
Interpreting POST Audible Codes
This section covers the audible codes that may occur before or during POST that do not necessarily have an error code or text message associated with them.
  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.
Beeps
Meaning
Recommended Action
1 short beep and 1 long beep followed by a three second pause
Bad memory or memory configuration error.
Check that the memory modules have been installed correctly and that proper modules are used.
2 short beeps and 1 long beep followed by a three second pause
No graphics card installed or graphics card initialization failed.
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.
3 short beeps and 1 long beep followed by a three second pause
CPU configuration error or invalid CPU detected before graphics card initialized.
  1. Upgrade the BIOS to proper version.
  2. Change the processor.
1 short beep followed by a one second pause
No legacy floppy drive or optical drive found.
  1. Check cable connections.
  2. Run the Computer Setup utility and ensure the device port is enabled.
2 short beeps followed by a three second pause
No floppy diskette or CD found.
  1. Check the type of drive that you are using and use the correct media type.
  2. Replace the diskette or CD with a new one.
3 short beeps followed by a three second pause
Flashing not ready (missing utility or BIOS image file, etc.)
Upgrade the BIOS to proper version.
4 short beeps followed by a three second pause
Flashing operation has failed (checksum error, corrupted image, etc.)
  1. Verify the correct ROM.
  2. Flash the ROM if needed.
  3. If an expansion board was recently added, remove it to see if the problem remains.
  4. Clear CMOS.
  5. If the message disappears, there may be a problem with the expansion card.
  6. Replace the system board.
5 short beeps followed by a three second pause
BIOS recovery was successful
No action required.
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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