Compaq Computer Hardware 177620 006 User Manual

b
Troubleshooting Guide  
Compaq Evo Desktop Family  
Compaq Evo Workstation Family  
Document Part Number: 177620-006  
May 2002  
This guide provides helpful hints and solutions for troubleshooting  
the above products as well as scenarios for possible hardware and  
software problems.  
 
Solving Memory Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–30  
Solving SCSI Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–32  
Solving CD-ROM and DVD Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–33  
Solving Software Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–35  
Contacting Compaq Customer Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–36  
Troubleshooting Guide  
iii  
 
Microsoft Windows XP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D–2  
E Installing SCSI Drivers for Windows NT Installation  
Index  
iv  
Troubleshooting Guide  
 
1
Computer Diagnostic Features  
Compaq Diagnostics for Windows  
The Compaq Diagnostics for Windows (DFW) utility is a component  
of Intelligent Manageability that allows you to view information  
about the hardware and software configuration of your computer  
while running Microsoft Windows (Microsoft Windows 98,  
Microsoft Windows Me, Microsoft Windows 2000, Microsoft  
Windows NT 4.0, and Microsoft Windows XP). It also allows you to  
perform hardware and software tests on the subsystems of your  
computer.  
When you invoke Diagnostics for Windows, the Overview screen is  
displayed, which shows the current configuration of the computer.  
From the Overview screen, there is access to several categories of  
information about the computer and the Test tab. The information in  
every screen of the utility can be saved to a file or printed.  
To test all subsystems, you must log in as the administrator. If you do  
not log in as the administrator, you will be unable to test some  
subsystems. The inability to test a subsystem will be indicated by an  
error message under the subsystem name in the TEST window or by  
shaded check boxes that cannot be selected.  
Troubleshooting Guide  
1–1  
 
       
Computer Diagnostic Features  
Menu Bar—File, Categories, Navigation, Level, Tab, Help  
At the top of the Compaq Diagnostics for Windows screen is the  
Menu Bar consisting of six pull-down menus:  
File—Save As, Print, Printer Setup, Exit  
Categories—See the list of categories in the following section  
Navigation—Previous Category (F5), Next Category (F6)  
Level—Less (F7), More (F8) <information on the screen>  
Tab—Overview, Test, Status, Log, Error  
Help—Contents, How to use Help, About  
ToolBar—Icons for Different Categories of Information  
Below the Menu Bar is a row of icons for each of the following  
categories of information about the computer:  
System—System board, ROM, date, and time information  
Asset Control—Asset tag, system serial number, and processor  
information  
Input Devices—Keyboard, mouse, and joystick(s) information  
Communication—Ports in system and information about each  
Storage—Storage drives in system and information about each  
Graphics—Graphics system information  
Memory—System board and Windows memory information  
Multimedia—Optical storage (CD, DVD, and so on) and audio  
information  
Windows—Windows information  
Architecture—PCI Device information  
Resources—IRQ, I/O, and Memory Map information  
Health—Status of system temperature and hard drives  
Miscellaneous—CMOS, DMI, BIOS, System, Product Name,  
and Serial Number  
1–2  
Troubleshooting Guide  
 
   
Computer Diagnostic Features  
Tabs—Overview, Test, Status, Log, Error  
Below the ToolBar are five tabs:  
Overview—The Overview window displays general overview  
information about the computer. This is the window that is  
displayed when you first start the utility. The left side of the  
window shows hardware information, and the right side of the  
window shows software information.  
Test—The Test window allows you to choose various parts of  
the system to test. You can also choose the type of test and  
testing mode.  
Status—The Status window displays the status of each test in  
progress. You can cancel testing by clicking the Cancel Testing  
button.  
Log—The Log window displays a log of tests for each device.  
Error—The Error window displays any errors that occurred  
during device testing. The window lists the device being tested,  
the type and number of errors, and the error code.  
Installing Compaq Diagnostics for Windows  
This operation is required only if the diagnostics program software  
has been loaded on the hard drive but not installed.  
1. Close any Windows applications.  
2. Double-click the Compaq Diagnostics for Windows icon,  
located on the Windows Desktop.  
Troubleshooting Guide  
1–3  
 
   
Computer Diagnostic Features  
3. Click Next to install Compaq Diagnostics for Windows.  
4. After the program has finished installing, you may be prompted  
to restart the computer, or it may automatically restart. If  
prompted, click Finish to restart the computer or Cancel to exit  
the program. You must restart the computer to complete the  
installation of Compaq Diagnostics for Windows.  
If you want to upgrade an existing version of Compaq Diagnostics  
for Windows installed on your computer, visit  
In the next window, find Option 2—Locate by Category. Select  
Management Applications and Utilities. Click Locate Software  
and download the latest version. Execute the downloaded file and  
select Repair to update the installed version. This will cause the new  
version to overwrite the old version.  
Using Categories in Compaq Diagnostics for Windows  
To use the categories do the following:  
1. Click Start > Compaq Information Center > Compaq  
Diagnostics for Windows. You can also select the Compaq  
Diagnostics for Windows icon, located in the Control Panel.  
The screen displays the overview of the computer hardware and  
software.  
2. For specific hardware and software information, select a category  
from the Categories pull-down menu or the appropriate icon on  
the toolbar.  
As you move your cursor over the toolbar icons, the corresponding  
category name displays near the cursor.  
3. To display more detailed information in a selected category, click  
More in the Information Level box in the lower left corner of the  
window or click Level at the top of the screen and select More.  
4. Review, print, and/or save this information as needed.  
1–4  
Troubleshooting Guide  
 
 
Computer Diagnostic Features  
To print the information, click File, then select Print. Select one of  
the following options: Detailed Report (All Categories), Summary  
Report (All Categories), or Current Category. Click OK to print  
the report you selected.  
To save the information, click File, then select Save As. Select one of  
the following options: Detailed Report (All Categories), Summary  
Report (All Categories), or Current Category. Click OK to save  
the report you selected.  
5. To exit Compaq Diagnostics for Windows, click File, and then  
click Exit.  
Running Diagnostic Tests in Compaq Diagnostics for  
Windows  
To run diagnostic tests:  
1. Click Start > Compaq Information Center > Compaq  
Diagnostics for Windows. You can also select the Compaq  
Diagnostics for Windows icon, located in the Control Panel.  
The screen displays the overview of the computer hardware and  
software. Five tabs are displayed below the row of icons:  
Overview, Test, Status, Log, and Error.  
2. Click the Test tab, or click Tab at the top of the screen and  
select Test.  
Troubleshooting Guide  
1–5  
 
   
Computer Diagnostic Features  
3. Select one of the following options:  
Quick Test—Runs a quick, general test on each device.  
Requires no user intervention if Unattended Mode is selected.  
Complete Test—Runs maximum testing of each device. The  
user can select Interactive Mode or Unattended Mode.  
Custom Test—Runs only the tests you select. To select  
specific devices or tests, find the device in the list, then select  
the check box beside each test. When selected, a red check  
mark is displayed in the box. Some tests selected may require  
user intervention.  
To test all subsystems, you must log in as the administrator. If you do  
not log in as the administrator, you will be unable to test some  
subsystems. The inability to test a subsystem will be indicated by an  
error message under the subsystem name in the Test window or by  
shaded boxes that cannot be checked.  
4. Select Interactive Mode or Unattended Mode. In Interactive  
Mode, the diagnostic software will prompt you for input during  
tests that require it. Some tests require interaction and will  
display errors or halt testing if selected in conjunction with  
Unattended Mode.  
5. Click the Begin Testing button at bottom of window. Test Status  
is displayed, showing the progress and result of each test. For  
more details on the tests run, click the Log tab or click Tab at the  
top of the screen and select Log.  
6. If errors are found, click the Error tab to display more detailed  
information and recommended actions. By following the  
recommended actions, you may be able to solve some problems  
yourself.  
7. Click Print or save the error information in case you need to  
contact your Compaq authorized dealer, reseller, or service  
provider for assistance.  
8. To exit Compaq Diagnostics for Windows, click File, then  
click Exit.  
1–6  
Troubleshooting Guide  
 
Computer Diagnostic Features  
Compaq Configuration Record Utility  
Compaq Configuration Record Utility is a windows-based  
information-gathering tool similar to other Compaq management  
tools. It gathers critical hardware and software information from  
various computer subsystems to give a complete view of your desktop  
or workstation. Configuration Record Utility provides a means for  
automatically identifying and comparing configuration changes, and  
has the ability to maintain a configuration history. The information  
can be saved as a history of multiple sessions.  
This utility was developed to allow resolution of problems without  
taking the desktop or workstation offline and to assist in maximizing  
the desktop or workstation availability. The information obtained  
by the utility is useful in troubleshooting system problems, and  
streamlines the service process by enabling quick and easy  
identification of system configurations, which is the first step  
in resolving service cases.  
The Compaq Configuration Record Utility gathers information  
automatically on the hardware and operating system software to  
deliver a comprehensive view of the system. It gathers information  
on such items as the ROM, asset tag, processor, physical drives,  
PCI devices, memory, graphics, operating system version number,  
operating system parameters, and the operating system startup files  
and displays it. If the original Base.log file is present in the cpqdiags  
directory, the Base.log file is displayed next to the Now.log file in a  
split window with the differences between the two highlighted in the  
color red.  
Running Configuration Record Utility  
To run this program:  
1. Click Start > Compaq Information Center > Compaq  
Configuration Record. You can also select the Compaq  
Configuration Record icon, located in the Control Panel.  
Troubleshooting Guide  
1–7  
 
       
Computer Diagnostic Features  
The Compaq Configuration Record Utility has two view options:  
Show Changed Items Only and Show All. The default view is Show  
Changed Items Only, therefore all the text is displayed in the color  
red since it shows only the differences. Switching to Show All  
displays the complete, comprehensive view of the system.  
The Compaq Configuration Record Utility is part of Compaq  
Diagnostics for Windows. Whenever you upgrade Compaq  
Diagnostics for Windows, the Compaq Configuration Record Utility  
is also upgraded.  
2. The default view is Show Changed Items Only. To view all the  
information gathered by Compaq Configuration Record, click  
View at the top of the window and select Show All, or click the  
Show All Items icon.  
3. To save the information in the left or right window, select File >  
Save Window File and then select Left Window File or Right  
Window File.  
Saving the configuration of the computer periodically allows the user  
to keep a history of the configuration. This history may be useful to  
your service provider if the system ever encounters a problem that  
needs debugging.  
4. To exit Compaq Configuration Record, click File, then click Exit.  
Compaq Remote Diagnostics Enabling Agent  
This utility was developed to allow faster resolution of problems  
without having to visit a site and take the computer offline and to  
assist in maximizing computer availability. The information obtained  
by the utility is useful in troubleshooting computer problems, and  
streamlines the service process by enabling quick and easy  
identification of computer problems.  
The Compaq Remote Diagnostics Enabling Agent only works if  
Diagnostics for Windows is also installed.  
1–8  
Troubleshooting Guide  
 
   
Computer Diagnostic Features  
The Compaq Remote Diagnostics Enabling Agent provides a Web  
browser interface to Compaq Diagnostics for Windows. This enables  
remote control of the diagnostics and facilitates easy transfer of  
computer information from remote machines to a service provider.  
The Compaq Remote Diagnostics Enabling Agent captures hardware  
configuration and provides the ability to perform tests remotely to  
diagnose computer problems. In addition, the Compaq Remote  
Diagnostics Enabling Agent identifies any computer hardware device  
problems signaled by the Compaq DMI management agents. These  
hardware devices are automatically selected for testing by the  
Compaq Remote Diagnostics Enabling Agent.  
Use of Compaq Remote Diagnostics Enabling Agent reduces the time  
and effort needed to perform hardware diagnostic tasks. By allowing  
the service personnel direct access to computer hardware diagnostic  
tools, the Compaq Remote Diagnostics Enabling Agent delivers a  
view of the computer hardware devices and the tests available to  
isolate hardware problems with the ease and simplicity of a single  
tool. This approach minimizes problem resolution time, and also  
minimizes administration resources because less time is spent visiting  
a site or communicating with a user over the phone to resolve  
computer hardware problems when they do occur.  
The Compaq Remote Diagnostics Enabling Agent was designed  
to work in the Compaq Insight Manager LC environment. It is  
pre-loaded on most commercial desktops and workstations and  
Management Applications and Utilities.  
Starting the Remote Diagnostics Enabling Agent  
1. Select the Compaq Remote Diagnostics icon located in the  
Control Panel.  
The Compaq Remote Diagnostics Enabling Agent allows you to run  
Diagnostic Test or the Configuration Record Utility in a browser  
window. Both of these utilities can be run remotely or locally.  
2. To exit Compaq Remote Diagnostics, click File and then click  
Close.  
Troubleshooting Guide  
1–9  
 
 
Computer Diagnostic Features  
Protecting Your Software  
To protect software from loss or damage, you should keep a backup  
copy of all system software, applications, and related files stored on  
the hard drive. See the operating system or backup utility  
documentation for instructions on making backup copies of data files.  
Restoring Your Software  
The operating system and software can be restored to its original state  
as when you purchased the computer by using your Compaq Restore  
Kit. See your Compaq Restore Kit for complete instructions on using  
this feature.  
1–10  
Troubleshooting Guide  
 
       
2
Troubleshooting Without Diagnostics  
This guide provides information on how to identify and correct  
minor disk, graphics, memory, and software problems. It also  
explains many of the messages that may be displayed on the screen,  
including specific error messages that may appear during the  
Power-On Self-Test (POST) at startup.  
POST Message Disabled suppresses most system messages during  
POST, such as memory count and non-error text messages. In this  
mode, the Compaq logo and Web address appear on the computer  
monitor. If a POST error occurs, the screen will display the error  
message. To manually switch to the POST Messages Enabled mode  
during POST, press any key (except F10 or F12). The default mode is  
POST Message Disabled.  
The speed at which the computer loads the operating system and the  
extent to which it is tested are determined by the POST mode  
selection.  
Quick Boot is a fast startup process that does not run all of the system  
level tests, such as the memory test. Full Boot runs all of the  
ROM-based system tests and takes longer to complete.  
Full Boot may also be enabled to run every 1 to 30 days on a regularly  
scheduled basis. To establish the schedule, reconfigure your computer  
to the Full Boot Every x Days mode, using Computer Setup.  
For more information on Computer Setup, see the Computer Setup  
(F10) Utility Guide.  
Troubleshooting Guide  
2–1  
 
               
Troubleshooting Without Diagnostics  
Helpful Hints  
If you encounter some minor problems with your 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 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 your keyboard  
should be operating correctly.  
Check all cable connections for loose connections or incorrect  
connections.  
Reconfigure your computer after installing a non–plug and play  
expansion board or other option. See “Solving Hardware  
Installation Problems” for instructions.  
Be sure that all the needed device drivers have been installed. For  
example, if you are using a printer, you need a driver for that  
model printer.  
Remove all diskettes from your 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 your system.  
If your system has an AGP card installed (on select models only),  
the monitor must be plugged into the monitor connector on the  
AGP card. The other monitor connector is disabled and if the  
monitor is connected into this port, the monitor will not function.  
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.  
Ä
2–2  
Troubleshooting Guide  
 
         
Troubleshooting Without Diagnostics  
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 your Compaq authorized dealer or reseller.  
Solving General Problems  
Problem  
Cause  
Solution  
Computer won’t  
turn on.  
Computer is not  
connected to an external  
power source.  
Connect to an external power  
source.  
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.  
A defective PCI card has  
been installed.  
Remove any expansion board that  
was just installed.  
Drive power, data, or  
power supply cables  
may not be properly  
connected.  
Reseat drive power, data, and power  
supply cables.  
Power line selector  
switch on rear of  
Select the proper AC voltage using  
the slide switch.  
computer chassis not  
switched to correct line  
voltage (115V or 230V)  
(some models).  
Computer appears  
locked up and won’t  
turn off when the  
power button is  
pressed.  
Software control of the  
power switch is not  
functional.  
Press and hold the power button for  
at least 4 seconds until the computer  
turns off.  
Troubleshooting Guide  
2–3  
 
     
Troubleshooting Without Diagnostics  
Solving General Problems (Continued)  
Problem  
Cause  
Solution  
Computer date and  
time display is  
incorrect.  
RTC (real-time clock)  
battery may need to be  
replaced. Battery life is  
First, reset the date and time under  
Control Panel (Computer Setup  
can also be used to update the  
approximately 3–5 years. 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 your Compaq  
authorized dealer or reseller for RTC  
battery replacement.  
Computer powered off  
automatically and the  
Power LED is:  
The unit temperature was  
exceeded. A fan may be  
blocked or not turning.  
OR the heatsink is not  
properly attached to the  
processor.  
1. Unit is in an exceedingly hot  
environment. Let it cool down.  
2. Ensure computer air vents are  
not blocked and internal fans are  
running (such as the power  
supply fan, chassis fan, and/or  
the processor fan).  
1. Flashing Red or  
Yellow four times  
per second, OR  
2. Flashing Red or  
Yellow two times  
one second apart,  
followed by a two  
second pause, OR  
3. Ensure heatsink is properly  
seated.  
4. Contact Compaq authorized  
reseller or service provider.  
3. Not flashing.  
The unit temperature was Replace cover or access panel, and  
exceeded because the let the computer cool down before  
computer was functioning attempting to turn on power to the  
with the cover or access  
panel removed.  
computer.  
Air Baffle (if required) is  
not installed properly to  
redirect air flow over  
processor.  
Reseat Air Baffle per instructions in  
the Hardware Reference Guide.  
Processor or system fan  
has failed.  
Contact a Compaq authorized  
service provider to replace the  
processor or system fan.  
2–4  
Troubleshooting Guide  
 
     
Troubleshooting Without Diagnostics  
Solving General Problems (Continued)  
Problem  
Cause  
Solution  
Computer appears to  
pause periodically.  
Network driver is loaded  
and no network  
connection is  
Establish a network connection, or  
use Computer Setup or Microsoft  
Windows Device Manager to disable  
the network controller.  
established.  
Cannot remove  
computer cover or  
access panel.  
Smart Cover Lock,  
featured on some  
computers, is locked.  
Unlock the Smart Cover Lock using  
Computer Setup.  
The Smart Cover FailSafe Key, a  
device for manually disabling the  
Smart Cover Lock, is available from  
Compaq. You will need the FailSafe  
Key in case of forgotten password,  
power loss, or computer malfunction.  
Poor performance is  
experienced.  
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.  
Cursor will not move  
using the arrow keys  
on the keypad.  
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.  
Troubleshooting Guide  
2–5  
 
 
Troubleshooting Without Diagnostics  
Solving Power Supply Problems  
Solving Power Supply Problems  
Problem  
Cause  
Solution  
Computer won’t turn on  
(Power LED on front of  
computer not on).  
Computer is not  
connected to an  
external power source.  
Connect to an external power  
source.  
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.  
Power switch not  
connected to the  
system board  
Plug the power switch cable into  
the system board.  
(supported on select  
models only).  
Power line selector  
switch on rear of  
Select the proper AC voltage using  
the slide switch.  
computer chassis not  
switched to correct line  
voltage (115V or 230V)  
(some models).  
Wall outlet is defective. Test the outlet by connecting a  
different electrical device to the  
outlet.  
Power LED flashes Red or Power supply  
Yellow every 2 seconds on overloaded or short  
Unplug computer from AC power.  
Unplug internal power cables from  
all devices and unplug all PCI  
cards. Reconnect devices one at  
a time and turn power on to identify  
the cause.  
most models.  
was detected.  
Diskette drive power  
cable not properly  
connected.  
When installing power cable to  
diskette drive, ensure that all 4 pins  
on the drive are connected to the  
power cable connector.  
2–6  
Troubleshooting Guide  
 
       
Troubleshooting Without Diagnostics  
Solving Power Supply Problems (Continued)  
Problem Cause  
Solution  
Power LED flashes Red or Power supply shuts  
Yellow every 2 seconds on down after system  
Replace power supply.  
most models. (continued)  
warms up. Thermal  
overload caused by  
bad fan.  
Power supply will not  
turn on because of  
internal power supply  
fault.  
Replace power supply.  
Power supply shuts down  
intermittently.  
Power line selector  
switch on rear of  
Select the proper AC voltage using  
the slide switch.  
computer chassis not  
switched to correct line  
voltage (115V or 230V)  
(some models).  
Power supply will not  
turn on because of  
internal power supply  
fault.  
Replace power supply.  
Computer powered off  
automatically and the  
Power LED is:  
The unit temperature  
was exceeded. A fan  
may be blocked or  
not turning, OR the  
heatsink is not properly  
attached to the  
1. Unit is in an exceedingly hot  
environment. Let it cool down.  
2. Ensure computer air vents are  
not blocked and internal fans  
are running (such as, the  
1. Flashing Red or Yellow  
four times per second,  
OR  
power supply fan, chassis fan,  
and/or the processor fan).  
processor.  
2. Flashing Red two  
times one second  
apart, followed by a  
two second pause,  
OR  
3. Ensure heatsink is properly  
seated.  
4. Contact Compaq authorized  
reseller or service provider.  
3. Not flashing.  
Troubleshooting Guide  
2–7  
 
   
Troubleshooting Without Diagnostics  
Solving Diskette Problems  
Common causes and solutions for diskette problems are listed in the  
following table.  
You may need to reconfigure the computer when you add or remove  
hardware, such as an additional diskette drive. See “Solving  
Hardware Installation Problems” for instructions.  
Solving Diskette Problems  
Problem  
Cause  
Solution  
Diskette drive light  
stays on.  
Diskette is damaged.  
In Microsoft Windows 98 run  
ScanDisk. Click Start >  
Programs > Accessories >  
System Tools > ScanDisk.  
In Microsoft Windows 2000,  
Microsoft Windows NT, and  
Microsoft Windows XP, right-click  
Start, click Explore, and select a  
drive. Select File > Properties >  
Tools. Under Error-checking, click  
Check Now.  
Diskette is incorrectly  
inserted.  
Remove diskette and reinsert.  
Drive button is not  
pushed in.  
Push in drive button.  
Files on diskette are  
damaged.  
Check the program diskettes.  
Reconnect drive cable.  
Drive cable is not  
properly connected.  
Drive not found.  
Cable is loose.  
Reseat diskette drive data and  
power cable.  
Removable drive is not Reseat the drive.  
seated properly.  
2–8  
Troubleshooting Guide  
 
   
Troubleshooting Without Diagnostics  
Solving Diskette Problems (Continued)  
Problem  
Cause  
Solution  
Drive not found.  
(continued)  
You attempted to hot  
plug a removable  
hard drive that has  
DriveLock security  
enabled. (This feature  
supported on select  
models only.)  
Shut down Windows and turn off  
the computer. Insert the drive into  
the MultiBay, if it is not already  
inserted. Turn on the computer.  
Diskette drive cannot write Diskette is not  
Format the diskette.  
to a diskette.  
formatted.  
Diskette is  
write-protected.  
Use another diskette or remove the  
write protection.  
Writing to the wrong  
drive.  
Check the drive letter in your path  
statement.  
Not enough space is  
left on the diskette.  
Use another diskette.  
Diskette write control is Use Computer Setup to check  
enabled.  
your storage security feature  
disabled settings.  
Diskette is damaged.  
Replace the damaged disk.  
Cannot format diskette.  
Invalid media reported. When formatting a disk in DOS,  
you may need to specify diskette  
capacity. For example, to format a  
1.44-MB diskette, type the following  
command at the DOS prompt:  
FORMAT A: /F:1440  
Troubleshooting Guide  
2–9  
 
Troubleshooting Without Diagnostics  
Solving Diskette Problems (Continued)  
Problem  
Cause  
Solution  
A problem has occurred  
with a disk transaction.  
The directory structure  
is bad, or there is a  
problem with a file.  
In Windows 98 run ScanDisk.  
Click Start > Programs >  
Accessories > System Tools >  
ScanDisk.  
In Windows 2000, Windows NT,  
and Windows XP, right-click Start,  
click Explore, and select a drive.  
Select File > Properties > Tools.  
Under Error-checking, click  
Check Now.  
Diskette drive cannot read Diskette is not  
Format the diskette.  
a diskette.  
formatted.  
1. From Windows Explorer select  
the disk (A) drive.  
2. Right-click the drive letter and  
select Format.  
3. Select the desired options, and  
click Start to begin formatting  
the diskette.  
You are using the  
wrong diskette type for  
the drive type.  
Check the type of drive that you  
are using and use the correct  
diskette type.  
You are reading the  
wrong drive.  
Check the drive letter in the path  
statement.  
Diskette is damaged.  
Replace the diskette with a  
new one.  
“Invalid system disk”  
message is displayed.  
A diskette that does not When drive activity stops, remove  
contain the system files the diskette and press the  
needed to start your  
computer has been  
inserted in the drive.  
Spacebar. The computer should  
start up.  
Diskette error has  
occurred.  
Restart your computer by pressing  
the power button.  
2–10  
Troubleshooting Guide  
 
Troubleshooting Without Diagnostics  
Solving Diskette Problems (Continued)  
Problem  
Cause  
Solution  
Nonsystem disk/NTLDR  
missing message.  
The system is trying  
to start from a  
Remove the diskette from the  
drive.  
nonbootable diskette.  
Cannot Boot to Diskette.  
Diskette is not  
bootable.  
Replace with a bootable diskette.  
Diskette boot has been Run Computer Setup and enable  
disabled in Computer  
Setup.  
diskette boot in Storage > Boot  
Order.  
Removable media boot Run Computer Setup and enable  
has been disabled in  
Computer Setup.  
Removable Media Boot in  
Storage > Storage Options.  
Diskette MBR  
validation is enabled.  
Run Computer Setup and disable  
Diskette MBR Validation in  
Storage > Storage Options.  
Troubleshooting Guide  
2–11  
 
Troubleshooting Without Diagnostics  
Solving Hard Drive Problems  
Solving Hard Drive Problems  
Problem  
Cause  
Solution  
Hard drive error occurs.  
Hard disk has bad  
sectors or has failed.  
Use a utility to locate and block  
usage of bad sectors. If necessary,  
reformat the hard disk.  
Disk transaction problem.  
Either the directory  
structure is bad or  
there is a problem with  
a file.  
In Windows 98, run ScanDisk.  
Click Start > Programs >  
Accessories > System Tools >  
ScanDisk.  
In Windows 2000, Windows NT,  
and Windows XP, right-click Start,  
click Explore, and select a drive.  
Select File > Properties > Tools.  
Under Error-checking, click  
Check Now.  
Drive not found  
(identified).  
Cable could be loose.  
Check cable connections.  
The system may not  
have automatically  
recognized a newly  
installed device.  
See reconfiguration directions  
in the “Hardware Installation  
Problems” section. If 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,  
enter Setup and try adding a POST  
delay under Advanced >  
Power-On.  
2–12  
Troubleshooting Guide  
 
   
Troubleshooting Without Diagnostics  
Solving Hard Drive Problems (Continued)  
Problem  
Cause  
Solution  
Drive not found  
(identified). (continued)  
Drive jumper settings  
may be incorrect.  
If the drive is a secondary drive that  
has just been installed on the same  
cable as the primary drive, verify  
that the jumpers for both drives are  
set correctly.  
SCSI ID may be  
incorrect.  
Check SCSI IDs to ensure none  
are duplicated.  
Drive’s IDE controller is Run Computer Setup and enable  
disabled in Computer  
Setup.  
the Primary and Secondary IDE  
controllers 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.  
The system is trying to  
start from a diskette  
that is not bootable.  
Remove the diskette from the  
diskette drive.  
The system is trying to  
start from the hard  
Insert a bootable diskette into the  
diskette drive and restart the  
drive but the hard drive computer.  
may have been  
If the hard drive is still inaccessible  
damaged.  
after booting to a diskette and MBR  
Security is enabled, you may try  
restoring the previously saved MBR  
image. To do so, enter Setup and  
select Security > Restore Master  
Boot Record. (This procedure  
does not apply to Evo™  
Workstations W6000 or W8000.)  
System files missing or Insert a bootable system diskette  
not properly installed.  
and restart. Verify hard drive is  
partitioned and formatted. Install  
system files for the appropriate  
operating system if necessary.  
Troubleshooting Guide  
2–13  
 
 
Troubleshooting Without Diagnostics  
Solving Hard Drive Problems (Continued)  
Problem  
Cause  
Solution  
Nonsystem disk/NTLDR  
missing message.  
(continued)  
Hard drive boot has  
been disabled in  
Computer Setup.  
Run Computer Setup and enable  
the hard drive entry in the  
Storage > Boot Order list.  
Second Ultra ATA hard  
drive does not perform  
optimally.  
You are using the  
wrong cable for the  
drive type.  
Reinstall the second Ultra ATA hard  
drive using an 80-conductor cable.  
The 80-conductor cable is standard  
on select models.  
Both slow and fast  
UATA devices are on  
the same data cable.  
Change slow UATA devices to a  
separate data cable connected to  
the secondary IDE controller on the  
system board.  
Computer will not start.  
Hard drive is damaged. Observe the beeps and LED lights  
on the keyboard. See Appendix A,  
“POST Error Messages” to  
determine possible causes.  
See your Worldwide Limited  
Warranty for details.  
Computer seems to be  
locked up.  
Program in use has  
stopped responding to  
commands.  
Attempt the normal Windows “Turn  
off Computer” procedure. If this  
fails, press the power button for  
four or more seconds to turn off the  
power. To restart your computer,  
press the power button again.  
2–14  
Troubleshooting Guide  
 
Troubleshooting Without Diagnostics  
Solving Display Problems  
If you encounter display problems, see the documentation that came  
with your monitor and to the common causes and solutions listed in  
the following table.  
Solving Display Problems  
Problem  
Cause  
Solution  
Blank screen.  
Monitor is not turned  
Turn on the monitor and check that  
on and the monitor light the monitor light is on.  
is not on.  
The cable connections  
are not correct.  
Check the cable connection from  
the monitor to the computer and to  
the electrical outlet.  
The energy saver  
feature has been  
enabled.  
Press any key or click the mouse  
button and, if set, type your  
password.  
The RGB (Red, Green, Set the monitor’s RGB input switch  
Blue) input switch  
on the monitor is  
incorrectly set.  
to 75 ohms and, if there is a sync  
switch, set it to external.  
System ROM is bad;  
system is running in  
Failsafe Boot Block  
Reflash the ROM using a ROMPaq  
diskette. See the “Failsafe Boot  
Block ROM” section of the Desktop  
mode (indicated by one Management Guide for more  
long beep and three  
short beeps).  
information.  
You are using a  
Be sure that the monitor can accept  
the same sweep rate as the  
resolution chosen.  
fixed-sync monitor and  
it won’t sync at the  
resolution chosen.  
Computer is in Stand  
By mode.  
Press the power button to resume  
from Stand By mode.  
Troubleshooting Guide  
2–15  
 
     
Troubleshooting Without Diagnostics  
Solving Display Problems (Continued)  
Problem  
Cause  
Solution  
Blank screen. (continued)  
Monitor cable is  
If the computer system has both an  
plugged into the wrong integrated graphics connector and  
connector.  
an AGP card connector, plug the  
monitor cable into the AGP card  
connector in the expansion card  
area on the back of the computer.  
The VGA/BNC  
selector switch is not  
properly set.  
Set the selector switch to agree  
with the cable connection.  
Monitor does not function  
properly when used with  
energy saver features.  
Monitor without energy Disable monitor energy saver  
saver capabilities is  
feature.  
being used with energy  
saver features enabled.  
Graphics colors are  
wrong.  
The cabling or monitor  
impedance is incorrect.  
1. If you are using BNC cables,  
be sure that the Red,  
Green, and Blue BNC  
cables are connected to  
the corresponding monitor  
connectors.  
2. Be sure your monitor’s RGB  
inputs are set to 75 ohms.  
Dim characters.  
The brightness and  
contrast controls are  
not set properly.  
Adjust the monitor brightness and  
contrast controls.  
Cables are not properly Check that the graphics cable is  
connected.  
securely connected to the graphics  
card and the monitor.  
The RGB switch on the Set the RGB switch (and sync  
back of the monitor is  
incorrectly set.  
options, if this option is available)  
to 75 ohms, with the sync set to  
external. See the documentation  
included with the monitor.  
2–16  
Troubleshooting Guide  
 
 
Troubleshooting Without Diagnostics  
Solving Display Problems (Continued)  
Problem  
Cause  
Solution  
Blurry video or requested  
resolution cannot be set.  
If the graphics  
controller was  
Install the video drivers on the  
diskette included in the upgrade kit.  
upgraded, the correct  
graphics drivers may  
not be loaded.  
Monitor is not capable  
of displaying requested  
resolution.  
Change requested resolution.  
Screen goes blank.  
You may have a screen Press any key or type password.  
blanking utility installed  
or energy saver  
features are enabled.  
The picture is broken up,  
or it rolls, jitters, or flashes. connections may be  
incomplete or the  
The monitor  
1. Be sure the monitor cable is  
securely connected to the  
computer.  
monitor may be  
incorrectly adjusted.  
2. In a 2-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 overheats.  
There is not enough  
ventilation space for  
proper airflow.  
Leave at least 3 inches (7.6 cm) of  
ventilation space. Be sure there is  
nothing sitting on top of the monitor  
obstructing the air flow.  
Troubleshooting Guide  
2–17  
 
   
Troubleshooting Without Diagnostics  
Solving Audio Problems  
If your computer has audio features and you encounter audio  
problems, see the common causes and solutions listed in the  
following table.  
Solving Audio Problems  
Problem  
Cause  
Solution  
Sound does not come  
out of the speaker or  
headphones.  
Software volume  
control is turned down. the taskbar, then set volume by  
Double-click the Speaker icon on  
adjusting the volume slider.  
CD-ROM or DVD  
volume control on the  
Turn the volume control knob on  
front of computer to increase the  
front of the computer is volume.  
turned down.  
The external speakers  
are not turned on.  
Turn on the external speakers.  
External speakers  
See the sound card documentation  
plugged into the wrong for proper speaker connection.  
audio jack.  
Audio cable not  
connected.  
Connect audio cable between CD  
or DVD-ROM drive and the system  
board.  
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.  
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.  
2–18  
Troubleshooting Guide  
 
     
Troubleshooting Without Diagnostics  
Solving Audio Problems (Continued)  
Problem  
Cause  
Solution  
Sound does not come out  
of the speaker or  
Computer is in Stand  
By mode.  
Press the power button to resume  
from Stand By mode.  
headphones. (continued)  
Noise or no sound comes  
out of the speakers or  
headphones.  
Computer may not be  
detecting the correct  
speaker/headphone  
type or output or  
analog-to-digital  
auto-sense is not  
engaged.  
1. If you are using digital  
speakers that have a stereo  
jack and want the system to  
auto-switch to digital, use a  
stereo-to-mono adapter  
to properly engage the  
auto-sense feature.  
2. If a stereo-to-mono adapter  
is not available, use the  
multimedia device properties  
to manually switch the audio  
signal from analog to digital.  
3. If the headphones have a  
mono jack, use the multimedia  
device properties to switch the  
system to analog out.  
For information on how to change  
the Audio Output Mode, see  
Appendix D, “Setting Up  
Analog/Digital Audio Output.”  
Troubleshooting Guide  
2–19  
 
Troubleshooting Without Diagnostics  
If you set digital as your Output Mode, the internal speaker and  
external analog speakers will no longer output audio until you switch  
back to an auto-sense or analog mode.  
If you set analog as your Output Mode, external digital speakers will  
not function until you change the output mode back to an auto-sense  
or digital mode.  
See Appendix D, “Setting up Analog/Digital Audio Output” for  
additional information.  
2–20  
Troubleshooting Guide  
 
Troubleshooting Without Diagnostics  
Solving Printer Problems  
If you encounter printer problems, see the documentation that came  
with your printer and to the common causes and solutions listed in the  
following table.  
Solving Printer Problems  
Problem  
Cause  
Solution  
Printer will not print.  
Printer is not turned on Turn the printer on and make sure it  
and online.  
is online.  
The correct printer  
drivers for your  
application are not  
installed.  
1. Install the correct printer driver  
for your application.  
2. Try printing using the  
DOS command:  
DIR C:\ > [printer port]  
where [printer port] is the  
address of the printer being  
used. If printer works, reload  
printer driver.  
If you are on a network, Make the proper network  
you may not have  
made the connection  
to the printer.  
connections to the printer.  
Printer may have failed. Run printer self-test.  
Printer will not turn on.  
The cables may not be  
connected properly.  
Reconnect all cables and check the  
power cord and electrical outlet.  
Printer prints garbled  
information.  
The correct printer  
driver for your  
application is not  
installed.  
Install the correct printer driver for  
your application.  
The cables may not be Reconnect all cables.  
connected properly.  
Printer memory may be Reset the printer by turning it off for  
overloaded.  
one minute, then turn it back on.  
Printer is offline.  
The printer may be out  
of paper.  
Check the paper tray and refill it if  
it is empty. Select online.  
Troubleshooting Guide  
2–21  
 
     
Troubleshooting Without Diagnostics  
Solving Keyboard and Mouse Problems  
If you encounter keyboard or mouse problems, see the documentation  
that came with your equipment and to the common causes and  
solutions listed in the following table.  
Solving Keyboard Problems  
Problem  
Cause  
Solution  
Keyboard commands and  
typing are not recognized  
by the computer.  
Keyboard connector  
is not properly  
connected.  
1. On the Windows desktop,  
click Start.  
2. Click Shut Down or Turn Off  
Computer. The Turn Off  
Computer dialog box is  
displayed.  
3. Select Shut Down or Turn Off.  
4. After the shutdown is complete,  
reconnect the keyboard to the  
back of your 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 your Worldwide Limited  
Warranty for details.  
Cursor will not move using The Num Lock key  
Press the Num Lock key. The  
the arrow keys on the  
may be on.  
Num Lock light should not be on if  
keypad.  
you want to use the arrow keys.  
2–22  
Troubleshooting Guide  
 
       
Troubleshooting Without Diagnostics  
Solving Mouse Problems  
Problem  
Cause  
Solution  
Mouse does not respond  
to movement or is  
too slow.  
Mouse connector is  
not properly plugged  
into the back of the  
computer.  
Shut down your 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 or Turn  
Off Computer and then press  
the Enter key.  
3. Use the up or down arrow key  
to select the Shut Down or  
Turn Off option and then press  
the Enter key.  
4. After the shutdown is complete,  
plug the mouse connector into  
the back of your computer (or  
the keyboard) and restart your  
computer.  
Program in use has  
stopped responding to  
commands.  
Shut down the computer using the  
keyboard and then restart the  
computer.  
Mouse needs repairs.  
See your Worldwide Limited  
Warranty booklet for details.  
Mouse will only move  
vertically, horizontally, or  
movement is jerky.  
Mouse roller ball is  
dirty.  
Remove roller ball cover from the  
bottom of the mouse and clean it  
with a mouse cleaning kit available  
from most computer stores.  
Troubleshooting Guide  
2–23  
 
 
Troubleshooting Without Diagnostics  
Solving Hardware Installation Problems  
You may need to reconfigure the computer when you add or remove  
hardware, such as an additional diskette drive. If you install a plug  
and play device, Windows 98, Windows 2000, and Windows XP  
automatically recognize the device and configure 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 98 or Windows 2000, select the Add New Hardware icon  
in the Control Panel (for Windows XP, use the Add Hardware  
Wizard) and follow the instructions that appear on the screen. To  
reconfigure the computer in Windows NT 4.0 after installing new  
hardware, use the utility provided with the hardware.  
Solving Hardware Installation Problems  
Problem  
Cause  
Solution  
A new device is not  
recognized as part of  
the system.  
Device is not seated or Ensure that the device is properly  
connected properly.  
and securely connected and that  
pins in the connector are not  
bent down.  
Cable(s) of new  
Ensure that all cables are properly  
and securely connected and that  
pins in the cable or connector are  
not bent down.  
external device are  
loose or power cables  
are unplugged.  
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  
Reboot the computer and follow the  
instructions for accepting the  
changes.  
configuration, you did  
not accept them.  
2–24  
Troubleshooting Guide  
 
   
Troubleshooting Without Diagnostics  
Solving Hardware Installation Problems (Continued)  
Problem  
Cause  
Solution  
A new device is not  
recognized as part of the  
system. (continued)  
A plug and play board  
may not automatically  
configure when  
added if the default  
configuration conflicts  
with other devices.  
Use Windows 98, Windows 2000,  
or Windows XP Device Manager to  
deselect the automatic settings for  
the board and choose a basic  
configuration that doesn’t cause a  
resource conflict. You can also use  
Computer Setup to reconfigure or  
disable devices to resolve the  
resource conflict.  
Computer will not start.  
Wrong memory  
1. Review the documentation that  
came with your system to  
modules were used in  
the upgrade or memory  
modules were installed  
in the wrong location.  
determine if you are using the  
correct memory modules and  
to verify the proper installation.  
2. Observe the beeps and LED  
lights on the keyboard. See  
Appendix A, “POST Error  
Messages” to determine  
possible causes.  
3. If you still cannot resolve the  
issue, contact Compaq  
Technical Support.  
Troubleshooting Guide  
2–25  
 
Troubleshooting Without Diagnostics  
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  
Problem Cause  
Remote Wakeup feature The Remote Wakeup  
Solution  
Use an RJ-45 network connection.  
is not functioning.  
feature is not available  
when using an AUI  
network connection.  
Remote Wakeup is not  
enabled.  
Use the Network control  
application to enable Remote  
Wakeup. See the Desktop  
Management Guide.  
Network driver does  
not detect network  
controller.  
Network controller is  
disabled.  
Run Computer Setup and enable  
network controller.  
Incorrect Network Driver.  
Check the network controller  
documentation for the correct  
driver or obtain the latest driver  
from the manufacturers Web site.  
Network status link light  
does not turn on or it  
never flashes.  
No active network is  
detected.  
Check cabling and network  
equipment for proper connection.  
Network controller is not  
set up properly.  
Use the Network control  
application to verify that device  
is working properly. See the  
Network Communications Guide.  
The network  
status light is  
supposed to flash  
when there is  
network activity.  
System is configured for  
AUI connection.  
No solution; link LED does not  
apply to AUI connections.  
Network driver is not  
properly loaded.  
Reinstall network drivers. See the  
Network Communications Guide.  
2–26  
Troubleshooting Guide  
 
       
Troubleshooting Without Diagnostics  
Solving Network Problems (Continued)  
Problem  
Cause  
Solution  
Network status link light  
does not turn on or  
it never flashes.  
System cannot autosense Disable auto-sensing capabilities  
the network.  
and force the system into the  
correct operating mode. See the  
Network Communications Guide.  
(continued)  
Diagnostics reports a  
failure.  
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  
Ensure that the cable and device  
at the other end are operating  
the other end of the cable. correctly.  
Network controller  
Under the Computer Setup  
interrupt is shared with  
an expansion board.  
Advanced menu, change the  
resource settings for the board.  
The network controller  
is defective.  
Contact your Compaq authorized  
service provider.  
Diagnostics passes, but  
the computer does not  
communicate with the  
network.  
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  
Network controller  
Under the Computer Setup  
stopped working when  
interrupt is shared with an Advanced menu, change the  
an expansion board was expansion board.  
resource settings for the board.  
added to the computer.  
Troubleshooting Guide  
2–27  
 
Troubleshooting Without Diagnostics  
Solving Network Problems (Continued)  
Problem  
Cause  
Solution  
Network controller  
stopped working when  
an expansion board was  
added to the computer.  
(continued)  
The network controller  
requires drivers.  
Verify that the drivers were not  
accidentally deleted when the  
drivers for a new expansion board  
were installed.  
The files containing the  
network drivers are  
corrupted.  
Reinstall the network drivers,  
using the Compaq Restore CD.  
The expansion board  
Use the Computer Setup to  
installed is a network card disable the embedded NIC.  
(NIC) and conflicts with  
the embedded NIC.  
Network controller stops  
working without  
apparent cause.  
The files containing the  
network drivers are  
corrupted.  
Reinstall the network drivers,  
using the Compaq Restore CD.  
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 your Compaq authorized  
service provider.  
New network card will  
not boot.  
New network card may  
not be Compaq  
compatible.  
Install Compaq-compatible NIC or  
change boot sequence to boot  
from another device.  
Cannot connect to  
network server when  
attempting Remote  
System Installation.  
The network controller is  
not configured properly.  
Run Computer Setup and modify  
the NIC Settings.  
System setup utility  
reports unprogrammed  
EEPROM.  
Unprogrammed  
EEPROM.  
Contact your Compaq authorized  
service provider.  
2–28  
Troubleshooting Guide  
 
Troubleshooting Without Diagnostics  
Solving Processor Problems  
If you encounter processor problems, a common cause and solution  
are listed in the following table.  
Solving Processor Problems  
Problem  
Cause  
Solution  
Poor performance is  
experienced.  
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.  
Computer does not  
recognize the second  
processor just installed.  
The Hardware  
Install a multi-processor HAL. See  
the instructions provided in the  
processor upgrade option kit.  
Abstraction Layer  
(HAL) installed is a  
single-processor HAL.  
Troubleshooting Guide  
2–29  
 
 
Troubleshooting Without Diagnostics  
Solving Memory Problems  
If you encounter memory problems, some common causes and  
solutions are listed in the following table.  
CAUTION: Some models support ECC memory and non-ECC memory.  
Other models support only non-ECC memory. For those systems  
that do support ECC memory, Compaq does not support mixing ECC  
and non-ECC memory. Doing so will cause the system to blink the  
Num Lock LED on non-USB keyboards continuously and, if a speaker  
is installed in the system, there will be a short beep followed by 2 long  
beeps. In addition, the system will not boot the operating system.  
Ä
See the “Interpreting the Diagnostic Lights” section of the Getting  
Started guide to identify other possible memory problems.  
Solving Memory Problems  
Problem  
Cause  
Solution  
System won’t boot or does Memory module is not  
Replace module with the correct  
industry-standard device for your  
computer.  
not function properly after  
installing additional  
memory modules.  
the correct type or  
speed grade for the  
system or the new  
memory module is  
not seated properly.  
On some models, ECC and  
non-ECC memory modules cannot  
be mixed.  
On a single-channel  
Rambus memory  
system, the RIMM  
sockets may be empty.  
Check to see that all RIMM sockets  
contain either RIMMs or CRIMMs  
and replace them if needed.  
On dual-channel  
RIMMs must be added in pairs that  
are identical in speed, number of  
devices, and manufacturer. If the  
RIMM pairs are not identical,  
replace them.  
Rambus memory  
system, RIMM pairs  
may not be identical.  
2–30  
Troubleshooting Guide  
 
         
Troubleshooting Without Diagnostics  
Solving Memory Problems (Continued)  
Problem  
Cause  
Solution  
Out of memory error.  
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.  
The memory modules  
may not be installed  
correctly.  
Check that the memory modules  
have been installed correctly and  
that proper modules are used.  
Insufficient memory error  
during operation.  
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 your  
application.  
Check the memory requirements  
for the application or add more  
memory to the computer.  
Unit is on but there is no  
video and, on most  
Memory is not installed Reinstall memory modules.  
correctly and system is  
models, the Power LED is  
flashing Red or Yellow.  
not booting.  
Troubleshooting Guide  
2–31  
 
 
Troubleshooting Without Diagnostics  
Solving SCSI Problems  
If you encounter SCSI device problems, see the common causes and  
solutions listed in the following table.  
Solving SCSI Problems  
Problem  
Cause  
Solution  
System with UATA and  
SCSI drives will not boot  
from SCSI hard drive.  
A UATA drive is  
Under Computer Setup, select  
Storage > Controller Order, and  
move the Integrated IDE controller  
to the end of the list.  
attached, the IDE  
controller is enabled,  
and the Integrated IDE  
controller is listed  
before the SCSI  
adapter in Setup’s  
Storage > Controller  
Order menu.  
System without a UATA  
drive will not boot from a  
SCSI drive.  
The SCSI drive is not  
configured correctly.  
Ensure that drive cabling and  
jumpers are set correctly. To boot  
a SCSI drive, set the drive ID  
number to 0.  
Hard drive boot has  
been disabled in  
Computer Setup.  
Under Computer Setup, select  
Storage > Boot Order, and enable  
the Hard Drive entry.  
SCSI hard drives are not  
recognized after being  
installed when running  
under Windows NT.  
SCSI drivers were  
not installed on the  
system prior to the  
Windows NT  
Install the SCSI drivers on your  
system first, then install  
Windows NT.  
To download SCSI drivers for your  
Compaq system, visit the Compaq  
installation.  
For information on installing SCSI  
drivers, see Appendix E, “Installing  
SCSI Drivers for Windows NT  
Installation.”  
2–32  
Troubleshooting Guide  
 
     
Troubleshooting Without Diagnostics  
Solving CD-ROM and DVD Problems  
If you encounter CD-ROM or DVD problems, see the common  
causes and solutions listed in the following table or to the  
documentation that came with the optional device.  
Solving CD-ROM and DVD Problems  
Problem  
Cause  
Solution  
System will not boot from  
CD-ROM or DVD drive.  
The CD-ROM or DVD  
boot is not enabled  
through the Computer  
Setup utility.  
Run the Computer Setup utility and  
enable booting to removable media  
and verify boot order settings.  
Non-bootable CD in  
drive.  
Try a bootable CD in the drive.  
CD-ROM or DVD devices  
are not detected or driver  
is not loaded.  
Drive is not connected  
properly or not properly with the optional device.  
configured.  
See the documentation that came  
Movie will not play in the  
DVD drive.  
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.  
Cannot eject compact disc Disc not properly  
Turn off 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.  
(tray-load unit).  
seated in the drive.  
CD-ROM, CD-RW,  
CD has been inserted  
upside down.  
Re-insert the CD with the label  
facing up.  
DVD-ROM, or DVD-R/RW  
drive cannot read a disc or  
takes too long to start.  
Troubleshooting Guide  
2–33  
 
     
Troubleshooting Without Diagnostics  
Solving CD-ROM and DVD Problems  
Problem  
Cause  
Solution  
CD-ROM, CD-RW,  
DVD-ROM, or DVD-R/RW  
drive cannot read a disc or because it has to  
takes too long to start.  
(continued)  
The DVD-ROM drive  
takes longer to start  
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.  
determine the type of  
media played, such as  
audio or video.  
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  
in question.  
2. Restart your computer and let  
Windows detect the CD or DVD  
driver.  
Recording audio CDs is  
difficult or impossible.  
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.  
2–34  
Troubleshooting Guide  
 
Troubleshooting Without Diagnostics  
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 your system.  
Where available, run the Compaq Configuration Record Utility to  
determine if any changes have been made to the software which may  
be causing a problem. See the Desktop Management Guide on the  
Documentation Library CD for more information.  
If you encounter software installation problems using a SCSI hard  
drive, see the applicable solutions listed in the following table:  
Solving Software Problems  
Problem  
Cause  
Solution  
Windows NT is not  
installing properly on a  
SCSI hard drive.  
SCSI drivers were  
not installed on the  
system prior to the  
Windows NT  
Install the SCSI drivers on your  
system first, then install  
Windows NT.  
To download SCSI drivers for your  
Compaq system, visit the Compaq  
installation.  
For information on installing SCSI  
drivers, see Appendix E, “Installing  
SCSI Drivers for Windows NT  
Installation.”  
Troubleshooting Guide  
2–35  
 
     
Troubleshooting Without Diagnostics  
Solving Software Problems  
Problem  
Cause  
Solution  
Computer will not start.  
System files may be  
damaged.  
Observe the beeps and LED lights  
on the keyboard. See Appendix A,  
“POST Error Messages” to  
determine possible causes.  
See your Compaq Restore kit or  
your Worldwide Limited Warranty  
for details.  
“Illegal Operation has  
Occurred” error message  
is displayed.  
Software being used is Verify that the software is certified  
not Microsoft-certified  
for your version of  
Windows.  
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 your  
computer.  
Contacting Compaq Customer Support  
For help and service, contact your Compaq authorized reseller or  
dealer. To locate a Compaq reseller or dealer near you, visit the  
Compaq Web site at www.compaq.com.  
If you take your computer to a Compaq authorized reseller, dealer, or  
service provider for service, remember to provide the setup and  
power-on passwords, if they are set.  
2–36  
Troubleshooting Guide  
 
     
A
Post Error Messages  
This appendix lists the error codes, error messages, and the various  
indicator light and audible sequences that you may encounter during  
the Power-On Self-Test (POST) or computer restart, the probable  
source of the problem, and what steps you can take to resolve the  
error condition.  
POST Numeric Codes and Text Messages  
This section covers those POST errors that have numeric codes  
associated with them. The section also includes some text messages  
that may be encountered during POST.  
Numeric Codes and Text Messages  
Code/Message  
Beeps  
Probable Cause  
Recommended Action  
101-Option ROM  
Error  
1L, 1S*  
System ROM  
checksum.  
1. Verify the correct ROM.  
2. Flash the ROM if needed.  
3. If an expansion board was  
recently added, remove it  
and 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.  
*L = Long, S = Short  
Troubleshooting Guide  
A–1  
 
           
Post Error Messages  
Numeric Codes and Text Messages  
Code/Message  
Beeps  
Probable Cause  
Recommended Action  
102-System  
Board Failure  
None  
DMA, timers, and so  
forth.  
1. Clear CMOS.  
2. Remove expansion boards.  
3. Replace the system board.  
103-System  
Board Failure  
None  
None  
DMA, timers, and so  
forth.  
1. Clear CMOS.  
2. Remove expansion boards.  
3. Replace the system board.  
150-SafePost  
Active  
A PCI expansion card  
is not responding.  
1. Restart the computer.  
2. Disable SafePost.  
3. If the expansion card  
does not respond, replace  
the card.  
162-System  
2S*  
Configuration incorrect. Run Computer Setup.  
Options Not Set  
RTC (real-time clock)  
battery may need to  
be replaced. Battery  
life is approximately  
3–5 years.  
Reset the date and time under  
Control Panel. If the problem  
persists, replace the RTC  
battery. See the Hardware  
Reference Guide for  
instructions on installing a new  
battery, or contact your Compaq  
authorized dealer or reseller for  
RTC battery replacement.  
*L = Long, S = Short  
A–2  
Troubleshooting Guide  
 
 
Post Error Messages  
Numeric Codes and Text Messages  
Code/Message  
Beeps  
Probable Cause  
Recommended Action  
163-Time & Date  
Not Set  
2S*  
Invalid time or date in  
configuration memory.  
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 your Compaq  
authorized dealer or reseller for  
RTC battery replacement.  
RTC (real-time clock)  
battery may need to  
be replaced. Battery  
life is approximately  
3–5 years.  
CMOS jumper may not Check for proper placement  
be properly installed.  
of the CMOS jumper if  
applicable.  
164-MemorySize 2S*  
Error  
Memory configuration  
incorrect.  
1. Run Computer Setup or  
Microsoft Windows utilities.  
2. Make sure your memory  
module(s) are installed  
properly.  
3. If third party memory has  
been added, test using  
Compaq-only memory.  
4. Verify proper memory  
module type.  
183-Invalid  
Processor  
Jumper Setting  
2S*  
System board jumper  
improperly set.  
Reset system board jumpers  
to match processor and bus  
speeds (select models).  
*L = Long, S = Short  
Troubleshooting Guide  
A–3  
 
     
Post Error Messages  
Numeric Codes and Text Messages  
Code/Message  
Beeps  
Probable Cause  
Recommended Action  
201-Memory  
Error  
None  
RAM failure.  
1. Run Computer Setup or  
Windows utilities.  
2. Ensure memory and  
continuity modules are  
installed correctly.  
3. Verify proper memory  
module type.  
4. Remove and replace the  
memory module(s) one  
at a time to isolate faulty  
module.  
5. Replace faulty memory  
module(s).  
6. If error persists after  
replacing memory modules,  
replace the system board.  
202-Memory  
Type Mismatch  
None  
2S*  
Memory modules do  
not match each other.  
Replace memory modules with  
matched sets.  
207-ECC  
Corrected Single  
Bit Errors in  
Memory Module  
Socket(s) y,y, …  
Single Bit ECC error.  
1. Verify proper memory  
module type.  
2. Try another memory socket.  
3. Replace memory module if  
problem persists.  
212-Failed  
Processor  
None  
Processor has failed to  
initialize.  
1. Reseat the processor in its  
socket.  
2. If the processor does not  
respond, replace it.  
*L = Long, S = Short  
A–4  
Troubleshooting Guide  
 
   
Post Error Messages  
Numeric Codes and Text Messages  
Code/Message  
Beeps  
Probable Cause  
Recommended Action  
213-Incompatible 2S*  
Memory Module  
in Memory  
A memory module  
in memory socket  
identified in the error  
message is missing  
critical SPD  
information, or is  
incompatible with the  
chipset.  
1. Verify proper memory  
module type.  
2. Try another memory  
socket.  
Socket(s) X, X, ...  
3. Replace DIMM with a  
module conforming to  
the SPD standard.  
214-Memory  
None  
A specific error has  
occurred in a memory  
device installed in the  
identified socket.  
1. Verify proper memory  
module type.  
Device Failure.  
Error code: XX,  
Memory Module  
Socket(s): XX  
2. Try another memory  
socket.  
3. Replace memory module if  
problem persists.  
215-RIMM  
Configuration  
Error  
None  
RIMMs not properly  
installed.  
All RIMM sockets must be  
populated with either RIMMs  
or CRIMMs starting with  
socket 1. On dual channel  
systems, there must be a  
RIMM in each channel. See  
the Hardware Reference Guide  
for a list of RIMM installation  
guidelines.  
301-Keyboard  
Error  
None  
Keyboard failure.  
1. Reconnect keyboard with  
computer turned off.  
2. Check connector for bent or  
missing pins.  
3. Ensure that none of the  
keys are depressed.  
4. Replace keyboard.  
*L = Long, S = Short  
Troubleshooting Guide  
A–5  
 
 
Post Error Messages  
Numeric Codes and Text Messages  
Code/Message  
Beeps  
Probable Cause  
Recommended Action  
303-Keyboard  
Controller Error  
None  
I/O board keyboard  
controller.  
1. Reconnect keyboard with  
computer turned off.  
2. Replace the system board.  
304-Keyboard or  
System Unit Error  
None  
Keyboard failure.  
1. Reconnect the keyboard  
with computer turned off.  
2. Ensure that none of the  
keys are depressed.  
3. Replace the keyboard.  
4. Replace the system board.  
401-Parallel  
Port 1 Address  
Assignment  
Conflict  
2S*  
IRQ address conflicts  
with another device.  
Reset the IRQ.  
402-Monochrome 1L,2S*  
Adapter Failure  
Monochrome display  
controller.  
Replace the Monochrome  
display controller.  
403-Parallel Port  
3 Address  
2S*  
IRQ address conflicts  
with another device.  
Reset the IRQ.  
Conflict Detected  
404-Parallel Port  
Address Conflict  
Detected  
2S*  
Both external and  
internal ports are  
assigned to  
1. Remove any parallel port  
expansion cards.  
2. Clear CMOS.  
parallel port X.  
3. Reconfigure card  
resources and/or run  
Computer Setup.  
410-Audio  
Interrupt Conflict  
2S*  
2S*  
IRQ address conflicts  
with another device.  
Reset the IRQ.  
411-Network  
Interface Card  
Interrupt Conflict  
IRQ address conflicts  
with another device.  
Reset the IRQ.  
*L = Long, S = Short  
A–6  
Troubleshooting Guide  
 
 
Post Error Messages  
Numeric Codes and Text Messages  
Code/Message  
Beeps  
Probable Cause  
Recommended Action  
501-Display  
Adapter Failure  
1L, 2S*  
Graphics display  
controller.  
1. Reseat the graphics card  
(if applicable).  
2. Clear CMOS.  
3. Verify monitor is attached  
and turned on.  
4. Replace the graphics  
controller.  
510-Splash  
Screen image  
corrupted  
None  
None  
None  
Splash Screen image  
has errors.  
Install latest version of  
ROMPaq to restore image.  
511-CPU, Rear,  
or Front Fan not  
detected  
Fan is not connected or 1. Reseat fan cable.  
may have  
malfunctioned.  
2. Replace the fan.  
601-Diskette  
Controller Error  
Diskette controller  
circuitry or floppy drive  
circuitry incorrect.  
1. Run Computer Setup.  
2. Check and/or replace  
cables.  
3. Clear CMOS.  
4. Replace diskette drive.  
5. Replace the system board.  
602-Diskette  
Boot Record  
Error  
None  
Diskette in Drive A not  
bootable.  
Replace the diskette.  
*L = Long, S = Short  
Troubleshooting Guide  
A–7  
 
Post Error Messages  
Numeric Codes and Text Messages  
Code/Message  
Beeps  
Probable Cause  
Recommended Action  
605-Diskette  
Drive Type Error  
2S*  
Mismatch in drive type.  
1. Run Computer Setup or  
Microsoft Windows NT,  
Microsoft Windows 95, or  
Microsoft Windows 98  
utilities.  
2. Disconnect any other  
diskette controller devices  
(tape drives).  
3. Clear CMOS.  
610-External  
Storage Device  
Failure  
None  
2S*  
External tape drive not  
connected.  
Reinstall tape drive or press  
F1 and allow system to  
reconfigure without the drive.  
611-Primary  
Floppy Port  
Address  
Configuration error.  
Run Computer Setup  
or Windows NT or  
Windows utilities.  
Assignment  
Conflict  
612-Secondary  
Floppy Port  
Address  
Assignment  
Conflict  
2S*  
Configuration error.  
1. Run Computer Setup.  
2. Remove expansion cards.  
3. Clear CMOS.  
660-Display  
cache is detected  
unreliable  
None  
None  
Integrated graphics  
controller display  
cache is not working  
properly and will be  
disabled.  
Replace system board if  
minimal graphics degrading  
is an issue.  
912-Computer  
Cover Has Been  
Removed Since  
Last System  
Startup  
No action required.  
*L = Long, S = Short  
A–8  
Troubleshooting Guide  
 
   
Post Error Messages  
Numeric Codes and Text Messages  
Code/Message  
Beeps  
Probable Cause  
Recommended Action  
914-Hood Lock  
Coil is not  
Connected  
None  
Smart Cover Lock  
mechanism is missing  
or not connected.  
1. Reconnect or replace  
hood locking mechanism.  
2. Reseat or replace hood  
locking mechanism cable.  
916-Thermal  
Sensor from  
Processor  
None  
Processor heatsink  
cable not connected to  
system board.  
Reseat or replace the  
processor heatsink cable  
going to the system board.  
Heatsink is not  
Connected  
917-Expansion  
Riser not  
Detected  
None  
2S*  
Riser board not seated Install riser board if missing or  
or not installed.  
remove and reseat to ensure  
good connection.  
1151-Serial Port  
1 Address  
Conflict Detected  
Both external and  
internal serial ports are  
assigned to COM1.  
1. Remove any serial port  
expansion cards.  
2. Clear CMOS.  
3. Reconfigure card  
resources and/or run  
Computer Setup or  
Windows utilities.  
1152-Serial  
Port 2 Address  
Conflict Detected  
2S*  
Both external and  
internal serial ports are  
assigned to COM2.  
1. Remove any serial port  
expansion cards.  
2. Clear CMOS.  
3. Reconfigure card  
resources and/or run  
Computer Setup or  
Windows utilities.  
*L = Long, S = Short  
Troubleshooting Guide  
A–9  
 
   
Post Error Messages  
Numeric Codes and Text Messages  
Code/Message  
Beeps  
Probable Cause  
Recommended Action  
1155-Serial Port  
Address Conflict  
Detected  
2S*  
Both external and  
internal serial ports are  
assigned to same IRQ.  
1. Remove any serial port  
expansion cards.  
2. Clear CMOS.  
3. Reconfigure card resources  
and/or run Computer Setup  
or Windows utilities.  
1201-System  
Audio Address  
Conflict Detected  
2S*  
Device IRQ address  
conflicts with another  
device.  
Reset the IRQ.  
Reset the IRQ.  
Reset the IRQ.  
1202-MIDI Port  
Address Conflict  
Detected  
2S*  
Device IRQ address  
conflicts with another  
device.  
1203-Game Port  
Address Conflict  
Detected  
2S*  
Device IRQ address  
conflicts with another  
device.  
1611-Fan failure  
detected  
None  
Chassis fan not  
connected to the  
system board.  
1. Reconnect the fan.  
2. Replace the fan.  
3. Replace the system board.  
1720-SMART  
Hard Drive  
Detects Imminent  
Failure  
None  
Hard drive is about  
to fail. (Some hard  
drives have a firmware  
patch that will fix an  
erroneous error  
1. Determine if hard drive  
is giving correct error  
message. Run the Drive  
Protection System test if  
available.  
message.)  
2. Apply firmware patch  
if applicable. (See  
support/techpubs/  
customer_advisories.)  
3. Back up contents and  
replace hard drive.  
*L = Long, S = Short  
A–10  
Troubleshooting Guide  
 
     
Post Error Messages  
Numeric Codes and Text Messages  
Code/Message  
Beeps  
Probable Cause  
Recommended Action  
1721-SMART  
SCSI Hard Drive  
Detects Imminent  
Failure  
None  
Hard drive is about to  
fail. (Some hard drives  
have a firmware patch  
that will fix an  
erroneous error  
message).  
1. Determine if hard drive  
is giving correct error  
message.  
2. Apply firmware patch if  
applicable.  
3. Back up contents and  
replace hard drive.  
1782-Disk  
Controller Failure  
None  
Hard drive circuitry  
error.  
1. Run Computer Setup.  
2. Clear CMOS.  
3. Check cable seating/jumper  
settings.  
4. Run hard drive diagnostics.  
5. Disconnect additional  
drives.  
6. Run the Drive Protection  
System test if available.  
support/techpubs/  
customer_advisories/  
for possible changes when  
using Windows NT 4.0  
Service Pack 4.  
8. Replace the hard drive.  
9. Replace the system board.  
1800-Tempera-  
ture Alert  
None  
Internal temperature  
exceeds specification.  
1. Check that computer air  
vents are not blocked and  
cooling fan is running.  
2. Verify processor speed  
selection.  
3. Replace the processor.  
4. Replace the system board.  
Troubleshooting Guide  
A–11  
 
   
Post Error Messages  
Numeric Codes and Text Messages  
Code/Message  
Beeps  
Probable Cause  
Recommended Action  
1801  
None  
Processor is not  
supported by  
ROM BIOS.  
Upgrade BIOS to proper  
version.  
1998-Master  
Boot Record has  
been lost.  
1L, 2S*  
1L*  
The previously saved  
copy of the MBR has  
been corrupted.  
Run Computer Setup and  
save the MBR of the current  
bootable disk.  
1999-Master  
Boot Record has  
changed.  
The current MBR  
does not match the  
previously saved copy  
of the MBR.  
Use extreme caution. The  
MBR may have been updated  
due to normal disk maintenance  
activities (disk manager, fdisk,  
or format). Replacing the  
previously saved MBR in such  
situations can cause data loss.  
If you are certain the MBR  
change is unintentional and  
undesired (e.g. due to a virus),  
then run Computer Setup and  
restore the previously saved  
MBR copy. Otherwise, run  
Computer Setup and either  
disabled MBR security or  
save the MBR of the current  
bootable disk.  
2000-Master  
Boot Record  
Hard Drive has  
changed.  
1L, 2S*  
The current bootable  
hard drive is not the  
same as the one that  
was present when  
MBR Security was  
enabled.  
Run Computer Setup and  
either disable MBR security or  
save the MBR of the current  
bootable disk.  
*L = Long, S = Short  
A–12  
Troubleshooting Guide  
 
Post Error Messages  
Numeric Codes and Text Messages  
Code/Message  
Beeps  
Probable Cause  
Recommended Action  
Invalid Electronic  
Serial Number.  
None  
Electronic serial  
number has become  
corrupted.  
1. Run Computer Setup. If  
Setup already has data  
in the field or will not allow  
the serial number to be  
entered, download from  
www.compaq.com and run  
SP5572.EXE (SNZERO.EXE).  
2. Run Computer Setup and  
try to enter serial number  
under Security, System ID,  
then save changes.  
ECC Multiple Bit  
Error Detected in  
Memory Module.  
None  
None  
Chipset has detected  
more than one bad bit  
in a 64bit quadword of  
the memory array.  
Replace the memory module.  
Parity Check 2.  
Parity RAM failure.  
Run Computer Setup and  
Diagnostic Utilities.  
Troubleshooting Guide  
A–13  
 
Post Error Messages  
POST Diagnostic Keyboard LEDs, Front Panel LEDs  
and Audible Codes  
This section covers the keyboard and front panel LED codes as well  
as the audible codes that may occur during POST that do not  
necessarily have an error code or text message associated with them.  
If your system is equipped with a Universal Serial Bus (USB)  
keyboard, you may hear the beep sequences for some of the keyboard  
light error codes, but you may not see the flashing keyboard lights.  
Diagnostic Keyboard LEDS, Front Panel LEDs and Audible Codes  
Activity  
Beeps  
Probable Cause  
Recommended Action  
Audible  
1L, 3S*  
System ROM is bad;  
system is running  
in Failsafe Boot  
Block mode.  
Reflash the ROM using a  
ROMPaq diskette. See the  
“Failsafe Boot Block ROM”  
section of the Desktop  
Management Guide.  
Flashing Caps  
Lock LED on  
Keyboard.  
1L, 2S*  
Graphics controller not  
present or incorrectly  
initialized.  
1. Clear CMOS.  
2. If graphics card has been  
added, remove and  
reseat.  
3. Reseat riser board if  
applicable.  
*L = Long, S = Short  
A–14  
Troubleshooting Guide  
 
   
Post Error Messages  
Diagnostic Keyboard LEDS, Front Panel LEDs and Audible Codes  
Activity  
Beeps  
Probable Cause  
Recommended Action  
Flashing Num  
Lock LED on  
Keyboard (on  
select models.)  
1S, 2L*  
System memory not  
present.  
1. Check memory module  
(see the relevant section  
of the Hardware  
Reference Guide).  
2. Remove and reseat  
memory module.  
3. See the “Solving Memory  
Problems” section of this  
guide.  
CAUTION: Some models support ECC memory and non-ECC memory. Other models  
support only non-ECC memory. For those systems that do support ECC memory,  
Compaq does not support mixing ECC and non-ECC memory. In addition, the  
system will not boot the operating system.  
Ä
Num Lock LED On None  
(keyboard).  
Failed Boot Block.  
Reflash the ROM using a  
ROMPaq diskette. See the  
“Failsafe Boot Block ROM”  
section of the Desktop  
Management Guide.  
Flashing Scroll  
Lock LED on  
keyboard (on  
2L, 1S*  
System board hardware Replace system board.  
failure (prior to  
graphics).  
select models.)  
Green Power  
LED flashes  
1x / second.  
None  
None  
Computer in normal  
Suspend mode.  
None  
None  
Green Power  
LED On.  
Computer on.  
*L = Long, S = Short  
Troubleshooting Guide  
A–15  
 
   
Post Error Messages  
Diagnostic Keyboard LEDS, Front Panel LEDs and Audible Codes  
Activity  
Beeps  
Probable Cause  
Recommended Action  
Red or Yellow  
Power LED  
None  
Power supply  
overloaded.  
1. Push in power button.  
LED should be green.  
flashes every  
2 seconds (on  
select models.)  
2. Remove all AC power  
from computer, wait  
30 seconds, then apply  
power.  
3. Remove load from power  
supply by removing  
options one at a time  
until computer runs.  
4. Check for damage to  
system board.  
5. Replace system board.  
6. Replace power supply.  
Flashing Power  
and Hard Drive  
Green LEDs.  
None  
Unseated riser board.  
1. Remove riser board.  
2. Wipe connector.  
3. Reinstall riser board (see  
the Hardware Reference  
Guide for directions on  
removing the riser board).  
A–16  
Troubleshooting Guide  
 
   
Post Error Messages  
Diagnostic Keyboard LEDS, Front Panel LEDs and Audible Codes  
Activity  
Beeps  
Probable Cause  
Recommended Action  
Yellow or Green  
Power LED  
flashes every  
second (on select  
models.)  
None  
System memory error.  
1. Check memory module  
(see the relevant section  
of the Hardware  
Reference Guide).  
2. Remove and reseat  
memory module.  
3. See the “Solving Memory  
Problems” section of this  
guide.  
Red or Yellow  
Power LED On  
None  
None  
Processor unseated.  
Computer overheated.  
Reseat processor in system  
board.  
Red or Yellow  
Power LED is:  
1. Install computer cover  
or access panel if  
necessary.  
1. Flashing four  
times per  
2. Ensure that computer air  
vents are not blocked and  
internal fan is running.  
second, Or  
2. Flashing two  
times one  
secondapart,  
followed by a  
two second  
pause, Or  
3. Not flashing.  
Troubleshooting Guide  
A–17  
 
 
B
Password Security and Resetting CMOS  
This computer supports security password features, which can be  
established through the Computer Setup Utilities menu.  
This computer supports two security password features that are  
established through the Computer Setup Utilities menu: setup  
password and power-on password. When you establish only a setup  
password, any user can access all the information on the computer  
except Computer Setup. When you establish only a power-on  
password, the power-on password is required to access Computer  
Setup and any other information on the computer. When you establish  
both passwords, only the setup password will give you access to  
Computer Setup.  
When both passwords are set, the setup password can also be used  
in place of the power-on password as an override to log into the  
computer. This is a useful feature for a network administrator.  
If you forget the password for your computer, there are two methods  
for clearing that password so you may gain access to the information  
on the computer:  
Resetting the password jumper  
Using the Clear CMOS button  
CAUTION: Pushing the CMOS button will reset CMOS values to factory  
defaults and will erase any customized information including passwords,  
asset numbers, and special settings. It is important to back up the  
computer CMOS settings before resetting them in case they are needed  
later. Back up is easily done through Computer Setup. See the  
Computer Setup (F10) Utility Guide for information on backing up your  
CMOS settings.  
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Troubleshooting Guide  
B–1  
 
                         
Password Security and Resetting CMOS  
Resetting the Password Jumper  
To disable the power-on or setup password features, or to clear the  
power-on or setup passwords, complete the following steps:  
1. Shut down the operating system properly, then turn off the  
computer and any external devices, and disconnect the power  
cord from the power outlet.  
2. Disconnect the keyboard, monitor, and any other external devices  
connected to the computer.  
WARNING: 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.  
Å
Ä
Ä
CAUTION: When the computer is plugged in, the power supply always  
has voltage applied to the system board even when the unit is turned  
off. Failure to disconnect the power cord can result in damage to the  
system.  
CAUTION: Static electricity can damage the electronic components  
of the computer or optional equipment. Before beginning these  
procedures, ensure that you are discharged of static electricity by briefly  
touching a grounded metal object. See the Safety & Regulatory  
Information guide for more information.  
3. Remove the computer cover or access panel.  
4. Locate the header and jumper.  
On most system boards, the header is labeled E49 or P49.  
For assistance locating the password jumper and other system board  
components, see the Illustrated Parts Map (IPM) for your particular  
system.  
5. Remove the jumper from pins 1 and 2. Place the jumper over  
pin 2 only, in order to avoid losing it.  
B–2  
Troubleshooting Guide  
 
   
Password Security and Resetting CMOS  
6. Replace the computer cover or access panel.  
7. Reconnect the external equipment.  
8. Plug in the computer and turn on power. Allow the operating  
system to start. This clears the current passwords and disables the  
password features.  
9. To re-enable the password features, repeat steps 1-4, then replace  
the jumper on pins 1 and 2.  
10. Repeat steps 6-8, then establish new passwords. See the  
Computer Setup (F10) Utility Guide for Computer Setup  
instructions.  
Clearing and Resetting the CMOS  
The computer’s configuration memory (CMOS) stores password  
information and information about the computer’s configuration.  
Using the CMOS Button  
1. Turn off the computer and any external devices, and disconnect  
the power cord from the power outlet.  
2. Disconnect the keyboard, monitor, and any other external  
equipment connected to the computer.  
WARNING: 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.  
Å
Ä
CAUTION: When the computer is plugged in, the power supply always  
has voltage applied to the system board even when the unit is turned  
off. Failure to disconnect the power cord can result in damage to the  
system.  
Troubleshooting Guide  
B–3  
 
       
Password Security and Resetting CMOS  
CAUTION: Static electricity can damage the electronic components  
Ä
Ä
of the computer or optional equipment. Before beginning these  
procedures, ensure that you are discharged of static electricity by briefly  
touching a grounded metal object. See the Safety & Regulatory  
Information Guide for more information.  
3. Remove the computer cover or access panel.  
CAUTION: Pushing the CMOS button will reset CMOS values to factory  
defaults and will erase any customized information including passwords,  
asset numbers, and special settings. It is important to back up the  
computer CMOS settings before resetting them in case they are needed  
later. Back up is easily done through Computer Setup. See the  
Computer Setup (F10) Utility Guide for information on backing up your  
CMOS settings.  
4. Locate, press, and hold the CMOS button in for 5 seconds.  
CMOS button  
B–4  
Troubleshooting Guide  
 
Password Security and Resetting CMOS  
5. Replace the computer cover or access panel.  
For assistance locating the CMOS button and other system board  
components, see the Illustrated Parts Map (IPM) for your particular  
system.  
6. Reconnect the external devices.  
7. Plug in the computer and turn on power.  
You will need to reset your passwords and any special system setups  
along with the date and time.  
See the Desktop Management Guide for further instructions on  
reestablishing passwords. For instructions on Computer Setup, see the  
Computer Setup (F10) Utility Guide.  
Using Computer Setup to Reset CMOS  
To reset CMOS, you must first access the Computer Setup Utilities  
menu.  
When the Computer Setup message appears in the lower-right corner  
of the screen, press the F10 key. Press Enter to bypass the title screen,  
if necessary.  
If you do not press the F10 key while the message is displayed, you  
must turn the computer off, then on again, to access the utility.  
A choice of five headings appears in the Computer Setup Utilities  
menu: File, Storage, Security, Power, and Advanced.  
To reset CMOS to the factory default settings first set time and date,  
then use the arrow keys or the Tab key to select File > Set Defaults  
and Exit. This resets the soft settings that include boot sequence order  
and other factory settings. It will not, however, force hardware  
rediscovery.  
See the Desktop Management Guide for further instructions on  
reestablishing passwords. For instructions on Computer Setup, see the  
Computer Setup (F10) Utility Guide.  
Troubleshooting Guide  
B–5  
 
 
C
Drive Protection System (DPS)  
Introducing the Drive Protection System  
The Compaq Drive Protection System (DPS) is a diagnostic tool  
built into the hard drives installed in select Evo Desktops and Evo  
Workstations. DPS is designed to help diagnose problems that might  
result in unwarranted hard drive replacement.  
When these systems are built, each installed hard drive is tested using  
DPS, and a permanent record of key information is written onto the  
drive. Each time DPS is run, test results are written to the hard drive.  
Your service provider can use this information to help diagnose  
conditions that caused you to run the DPS software.  
Running DPS will not affect any programs or data stored on the hard  
drive. The test resides in the hard drive firmware and can be executed  
even if the computer will not boot to an operating system. The time  
required to execute the test depends on the manufacturer and size of  
the hard drive; in most cases, the test will take approximately two  
minutes per gigabyte.  
Use DPS when you suspect a hard drive problem. If the computer  
reports a SMART Hard Drive Detect Imminent Failure message, there  
is no need to run DPS; instead, back up the information on the hard  
drive and contact your Compaq service provider for a replacement  
hard drive.  
Troubleshooting Guide  
C–1  
 
         
Drive Protection System (DPS)  
Accessing DPS Through Compaq Diagnostics for Windows  
To access DPS through Compaq Diagnostics for Windows, perform  
the following steps:  
1. Turn on the computer and select My Computer > Control  
Panel > Compaq Diagnostics.  
A choice of five possible headings appears in the Diagnostics  
screen: Overview, Test, Status, Log, and Error.  
2. Select Test > Type of Test.  
A choice of three tests appear: Quick Test, Complete Test, and  
Custom Test.  
3. Select Custom Test.  
A choice of two test modes is offered: Interactive Mode and  
Unattended Mode.  
4. Select Interactive Test > Storage > Hard Drives.  
5. Select the specific drives to be tested > Drive Protection System  
Test > Begin Testing.  
When the test has been completed, one of three messages will be  
displayed for each of the drives tested:  
Test Succeeded. Completion Code 0.  
Test Aborted. Completion Code 1 or 2.  
Test Failed. Drive Replacement Recommended. Completion  
Code 3 through 14.  
If the test failed, the completion code should be recorded and reported  
to your service provider for help in diagnosing the computer problem.  
C–2  
Troubleshooting Guide  
 
   
Drive Protection System (DPS)  
Accessing DPS Through Computer Setup  
When the computer does not power on properly you should use  
Computer Setup to access the DPS program. To access DPS, perform  
the following steps:  
1. Turn on or restart the computer.  
2. When the F10 Setup message appears in the lower-right corner of  
the screen, press the F10 key.  
If you do not press the F10 key while the message is displayed, you  
must turn the computer off, then on again, to access the utility.  
A choice of five headings appears in the Computer Setup Utilities  
menu: File, Storage, Security, Power, and Advanced.  
3. Select Storage > IDE DPS Self-Test.  
The screen will display the list of DPS-capable hard drives that  
are installed on the computer.  
If no DPS capable hard drives are installed, the IDE DPS Self-Test  
option will not appear on the screen.  
4. Select the hard drive to be tested and follow the screen prompts to  
complete the testing process.  
When the test has been completed, one of three messages will be  
displayed:  
Test Succeeded. Completion Code 0.  
Test Aborted. Completion Code 1 or 2.  
Test Failed. Drive Replacement Recommended. Completion  
Code 3 through 14.  
If the test failed, the completion code should be recorded and reported  
to your service provider for help in diagnosing the computer problem.  
Troubleshooting Guide  
C–3  
 
 
D
Setting up Analog/Digital Audio Output  
Some computers or workstations may have an integrated audio  
solution that supports analog or digital external stereo speakers.  
These systems are capable of auto-sensing the speaker type and  
outputting the correct signal. To manually change between analog,  
digital and auto-sense, complete the following set of procedures  
based on your operating system.  
If you set digital as your Output Mode, the internal speaker and  
external analog speakers will no longer output audio until you switch  
back to an auto-sense or analog mode. If you set analog as your  
Output Mode, external digital speakers will not function until you  
change the output mode back to an auto-sense or digital mode.  
Microsoft Windows 98 and Microsoft Windows 2000  
1. Click Start > Settings > Control Panel and double-click the  
System icon to open the System Properties panel.  
2. Select Device Manager from the System Properties panel.  
3. Click the “+” next to the Sound, Video and Game Controllers  
to expand it.  
4. For Windows 98, go to step 5.  
For Windows 2000, go to step 6.  
5. In Windows 98 highlight the appropriate audio device, then click  
Properties to open its Properties panel.  
Continue with step 7.  
6. In Windows 2000, double-click the appropriate audio device to  
open its Properties panel.  
Troubleshooting Guide  
D–1  
 
       
Setting up Analog/Digital Audio Output  
7. In the Configuration area of the Settings tab, change the Output  
Mode to the desired setting.  
8. Click OK to close the Properties panel.  
9. Close the System Properties panel.  
10. Close the Control Panel.  
Microsoft Windows NT 4.0  
1. Click Start > Settings > Control Panel and double-click the  
Multimedia icon to open the Multimedia Properties panel.  
2. Select the Device tab at the top of the panel.  
3. Click the “+” next to the “Audio Devices” to expand it.  
4. Click the appropriate audio device to highlight it.  
5. Click Properties to open the Properties panel and click Settings.  
6. Change the Output Mode to the desired setting.  
7. Click OK to close the Properties panel.  
8. Close the Multimedia Properties panel.  
9. Close the Control Panel.  
Microsoft Windows XP  
1. Click Start > Control Panel and then double-click the Sounds,  
Speech, and Audio Devices icon.  
2. Select the Hardware tab.  
3. Highlight the appropriate audio device.  
4. Click Properties to open up the Device Properties panel.  
5. Click the Properties tab.  
6. Click the “+” next to “Audio Devices” to expand it.  
7. Highlight the appropriate driver by clicking it.  
D–2  
Troubleshooting Guide  
 
   
Setting up Analog/Digital Audio Output  
8. Click Properties.  
9. Click Settings.  
10. Change the Output Mode to the desired setting.  
11. Click OK to close the Properties panel.  
12. Close the Control Panel.  
Troubleshooting Guide  
D–3  
 
E
Installing SCSI Drivers for Windows NT  
Installation  
The information in this appendix applies to Evo Workstations only.  
The following information does not apply if you are completing the  
initial setup of the preinstalled software or if you are restoring your  
preinstalled image from the Compaq Restore CD.  
If your workstation has a SCSI hard drive installed and you are  
installing Microsoft Windows NT from a retail Microsoft Windows  
NT Workstation CD or directly from the Compaq Operating System  
CD, you must complete the following steps.  
On a secondary system:  
1. Go to the following Compaq Web site:  
2. Under locate by computer, select your workstation model and  
Microsoft Windows NT 4.0, then click Go.  
3. Under Storage, choose Family Manager Set Drivers for your  
specific SCSI controller. Visit the following Compaq Web site if  
you are not sure which controller shipped with your system:  
4. Download the Softpaq to a temporary directory, then execute it to  
create a diskette with the required SCSI drivers.  
Troubleshooting Guide  
E–1  
 
     
Installing SCSI Drivers for Windows NT Installation  
On your primary system:  
1. Place the OS CD in the CD-ROM drive and boot the system.  
2. When the message “Setup is inspecting your computer’s  
hardware configuration” display, press the F6 key. The system  
will prompt you for the SCSI drivers.  
3. Insert the diskette containing the drivers. When prompted,  
choose S from the list to specify an additional device.  
4. Choose Other from the list. When prompted, select your SCSI  
controller.  
5. Press the Enter key to continue the installation.  
After the drivers are installed, install Windows NT on your SCSI hard  
drive. Remember to install the latest Service Pack.  
For more information, visit the Compaq Web site at:  
Click on your workstation model, then look for a Customer Advisory  
related to the issue.  
E–2  
Troubleshooting Guide  
 
A
audio output D–1  
audio problems 2–18  
installing 1–3  
B
battery  
Menu Bar 1–2  
overview 1–1  
ToolBar 1–2  
real-time clock 2–4  
Blank screen 2–15  
booting options  
Full Boot 2–1  
Quick Boot 2–1  
accessing C–2  
C
CMOS  
driver  
SCSI E–1  
backing up B–1  
CMOS button B–1  
error codes A–1  
using B–3  
floppy port A–8  
Full Boot 2–1  
running 1–7  
1–8  
game port A–10  
J
computer  
jumper settings 2–13  
pauses 2–5  
won’t power on 2–6  
computer cover A–8  
K
keyboard 2–2  
keyboard error A–5  
Troubleshooting Guide  
Index–1  
 
 
Index  
printer problems 2–21  
L
LEDs 2–4, 2–6, 2–7, 2–31  
blinking power A–16, A–17  
flashing caps lock A–14  
flashing Num lock A–15  
flashing Scroll lock A–15  
audio 2–18  
diskette 2–8  
display 2–15  
general 2–3  
keyboard 2–22  
memory 2–30  
minor 2–2  
mouse 2–23  
network 2–26  
printer 2–21  
M
memory error A–3, A–4  
memory problems 2–30  
MIDI port A–10  
minor problems 2–2  
monitor  
blurry video 2–17  
dim characters 2–16  
overheats 2–17  
mouse problems 2–22  
N
SCSI 2–32  
software 2–35  
network problems 2–26  
processor  
failed A–4  
P
parallel port A–6  
resetting B–2  
Quick Boot 2–1  
passwords  
clearing B–1  
resetting  
power-on B–1  
setup B–1  
POST 2–1  
Post Error Messages A–1  
power supply 2–7  
power-on password B–1  
CMOS B–1  
password jumper B–1  
RIMM sockets 2–30  
RTC battery A–3  
Index–2  
Troubleshooting Guide  
 
protecting 1–10  
restoring 1–10  
System Board A–2  
S
SCSI device problems 2–32  
SCSI drivers  
installing E–1  
security password B–1  
serial port A–9  
setup password B–1  
SMART Hard Drive A–10  
software  
T
temperature alert A–11  
Time & Date A–3  
Troubleshooting Guide  
Index–3  
 

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