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HP Compaq dc7700 and dx7300 Business PC - Troubleshooting Without Diagnostics

This chapter provides information on how to identify and correct minor problems, such as diskette drive, hard drive, optical drive, graphics, audio, memory, and software problems. If you encounter problems with the computer, refer to the tables in this chapter for probable causes and recommended solutions.

Safety and Comfort

Misuse of the computer or failure to establish a safe and comfortable work environment may result in discomfort or serious injury. Refer to the Safety & Comfort Guide on the Documentation and Diagnostics CD and available on the Web site at http://www.hp.com/ergo , for more information on choosing a workspace and creating a safe and comfortable work environment. This equipment has been tested and found to comply with the limits for a Class B digital device, pursuant to Part 15 of the FCC Rules. For more information, refer to Safety & Regulatory Information on the Documentation and Diagnostics CD.

Before You Call for Technical Support

If you are having problems with the computer, try the appropriate solutions below to try to isolate the exact problem before calling for technical support.

  • Run the diagnostics utility.

  • Run the Drive Protection System (DPS) Self-Test in Computer Setup. Refer to the Computer Setup (F10) Utility Guide on the Documentation and Diagnostics CD for more information.

  • Check the Power LED on the front of the computer to see if it is flashing red. The flashing lights are error codes that will help you diagnose the problem.

  • If the screen is blank, plug the monitor into a different video port on the computer if one is available. Or, change out the monitor with a monitor that you know is functioning properly.

  • If you are working on a network, plug another computer with a different cable into the network connection. There may be a problem with the network plug or cable.

  • If you recently added new hardware, remove the hardware and see if the computer functions properly.

  • If you recently installed new software, uninstall the software and see if the computer functions properly.

  • Boot the computer to the Safe Mode to see if it will boot without all of the drivers loaded. When booting the operating system, use “Last Known Configuration.”

  • Refer to the comprehensive online technical support at http://www.hp.com/support .

  • Refer to the following Helpful Hints section in this guide.

To assist you in resolving problems online, HP Instant Support Professional Edition provides you with self-solve diagnostics. If you need to contact HP support, use HP Instant Support Professional Edition's online chat feature. Access HP Instant Support Professional Edition at: http://www.hp.com/go/ispe .

Access the Business Support Center (BSC) at http://www.hp.com/go/bizsupport for the latest online support information, software and drivers, proactive notification, and worldwide community of peers and HP experts.

If it becomes necessary to call for technical assistance, be prepared to do the following to ensure that your service call is handled properly:

  • Be in front of your computer when you call.

  • Write down the computer serial number and product ID number, and the monitor serial number before calling.

  • Spend time troubleshooting the problem with the service technician.

  • Remove any hardware that was recently added to your system.

  • Remove any software that was recently installed.

  • Run the Restore Plus! CD.

Running the Restore Plus! CD will erase all data on the hard drive.
For sales information and warranty upgrades (Care Packs), call your local authorized service provider or dealer.

Helpful Hints

If you encounter problems with the computer, monitor, or software, see the following list of general suggestions before taking further action:

  • Check that the computer and monitor are plugged into a working electrical outlet.

  • Check to see that the voltage select switch (some models) is set to the appropriate voltage for your region (115V or 230V).

  • Check to see that the computer is turned on and the green power light is on.

  • Check to see that the monitor is turned on and the green monitor light is on.

  • Check the Power LED on the front of the computer to see if it is flashing red. The flashing lights are error codes that will help you diagnose the problem.

  • Turn up the brightness and contrast controls of the monitor if the monitor is dim.

  • Press and hold any key. If the system beeps, then the keyboard should be operating correctly.

  • Check all cable connections for loose connections or incorrect connections.

  • Wake the computer by pressing any key on the keyboard or pressing the power button. If the system remains in suspend mode, shut down the computer by pressing and holding the power button for at least four seconds then press the power button again to restart the computer. If the system will not shut down, unplug the power cord, wait a few seconds, then plug it in again. The computer will restart if automatic start on power loss is set in Computer Setup. If it does not restart, press the power button to start the computer.

  • Reconfigure the computer after installing a non–plug and play expansion board or other option. See Solving Hardware Installation Problems for instructions.

  • Be sure that all the needed device drivers have been installed. For example, if you are using a printer, you need a driver for that model printer.

  • Remove all bootable media (diskette, CD, or USB device) from the system before turning it on.

  • If you have installed an operating system other than the factory-installed operating system, check to be sure that it is supported on the system.

  • If the system has multiple video sources (embedded, PCI, or PCI-Express adapters) installed (embedded video on some models only) and a single monitor, the monitor must be plugged into the monitor connector on the source selected as the primary VGA adapter. During boot, the other monitor connectors are disabled and if the monitor is connected into these ports, the monitor will not function. You can select which source will be the default VGA source in Computer Setup.

When the computer is plugged into an AC power source, there is always voltage applied to the system board. You must disconnect the power cord from the power source before opening the computer to prevent system board or component damage.

Solving General Problems

You may be able to easily resolve the general problems described in this section. If a problem persists and you are unable to resolve it yourself or if you feel uncomfortable about performing the operation, contact an authorized dealer or reseller.

When the computer is plugged into an AC power source, voltage is always applied to the system board. To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect the power cord from the wall outlet and allow the internal system components to cool before touching.

Look for the LED between the DIMM sockets. If the LED is illuminated, the system still has power. Power off the computer and remove the power cord before proceeding.

Solving General Problems

Computer appears locked up and will not turn off when the power button is pressed.
Cause
Solution
Software control of the power switch is not functional.
  1. Press and hold the power button for at least four seconds until the computer turns off.

  2. Disconnect the power cord from the electrical outlet.

Computer will not respond to USB keyboard or mouse.
Cause
Solution
Computer is in standby mode.
To resume from standby mode, press the power button or press any key.
When attempting to resume from standby mode, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose any unsaved data.
System has locked up.
Restart computer.
Computer date and time display is incorrect.
Cause
Solution
RTC (real-time clock) battery may need to be replaced.
Connecting the computer to a live AC outlet prolongs the life of the RTC battery.
First, reset the date and time under Control Panel (Computer Setup can also be used to update the RTC date and time). If the problem persists, replace the RTC battery. See the Hardware Reference Guide on the Documentation and Diagnostics CD for instructions on installing a new battery, or contact an authorized dealer or reseller for RTC battery replacement.
Cursor will not move using the arrow keys on the keypad.
Cause
Solution
The Num Lock key may be on.
Press the Num Lock key. The Num Lock light should not be on if you want to use the arrow keys. The Num Lock key can be disabled (or enabled) in Computer Setup.
There is no sound or sound volume is too low.
Cause
Solution
System volume may be set low or muted.
  1. Check the F10 BIOS settings to make sure the internal system speaker is not muted (this setting does not affect the external speakers).

  2. Make sure the external speakers are properly connected and powered on and that the speakers' volume control is set correctly.

  3. Use the system volume control available in the operating system to make sure the speakers are not muted or to increase the volume.

Cannot remove computer cover or access panel.
Cause
Solution
Smart Cover Lock, featured on some computers, is locked.
Unlock the Smart Cover Lock using Computer Setup.
The Smart Cover FailSafe Key, a device for manually disabling the Smart Cover Lock, is available from HP. You will need the FailSafe Key in case of forgotten password, power loss, or computer malfunction. Order PN 166527-001 for the wrench-style key or PN 166527-002 for the screwdriver bit key.
Poor performance is experienced.
Cause
Solution
Processor is hot.
  1. Make sure airflow to the computer is not blocked. Leave a 10.2-cm (4-inch) clearance on all vented sides of the computer and above the monitor to permit the required airflow

  2. Make sure fans are connected and working properly (some fans only operate when needed).

  3. Make sure the processor heatsink is installed properly.

Hard drive is full.
Transfer data from the hard drive to create more space on the hard drive.
Low on memory.
Add more memory.
Hard drive fragmented.
Defragment hard drive.
Program previously accessed did not release reserved memory back to the system.
Restart the computer.
Virus resident on the hard drive.
Run virus protection program.
Too many applications running.
  1. Close unnecessary applications to free up memory.

  2. Add more memory.

Some software applications, especially games, are stressful on the graphics subsystem
  1. Lower the display resolution for the current application or consult the documentation that came with the application for suggestions on how to improve performance by adjusting parameters in the application.

  2. Add more memory.

  3. Upgrade the graphics solution.

Cause unknown.
Restart the computer.
Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two second pause, and the computer beeps two times. (Beeps stop after fifth iteration but LEDs continue flashing).
Cause
Solution
Processor thermal protection activated:
A fan may be blocked or not turning.
OR
The heatsink is not properly attached to the processor.
  1. Ensure that the computer air vents are not blocked and the processor cooling fan is running.

  2. Open hood, press power button, and see if the processor fan spins. If the processor fan is not spinning, make sure the fan's cable is plugged onto the system board header.

  3. If fan is plugged in, but is not spinning, then replace the heatsink/fan assembly.

  4. Contact an authorized reseller or service provider.

System does not power on and the LEDs on the front of the computer are not flashing.
Cause
Solution
System unable to power on.
Press and hold the power button for less than 4 seconds. If the hard drive LED turns green, then:
  1. Check that the voltage selector, located on the rear of the power supply on some models, is set to the appropriate voltage. Proper voltage setting depends on your region.

  2. Remove the expansion cards one at a time until the 5V_aux light on the system board turns on.

  3. Replace the system board.

OR
Press and hold the power button for less than 4 seconds. If the hard drive LED does not turn on green then:
  1. Check that the unit is plugged into a working AC outlet.

  2. Open hood and check that the power button harness is properly connected to the system board.

  3. Check that both power supply cables are properly connected to the system board.

  4. Check to see if the 5V_aux light on the system board is turned on. If it is turned on, then replace the power button harness.

  5. If the 5V_aux light on the system board is off, then replace the power supply.

  6. Replace the system board.

Solving Power Problems

Common causes and solutions for power problems are listed in the following table.

Solving Power Problems

Power supply shuts down intermittently.
Cause
Solution
Voltage selector switch on rear of computer chassis (some models) not switched to correct line voltage (115V or 230V).
Select the proper AC voltage using the selector switch.
Power supply will not turn on because of internal power supply fault.
Contact an authorized service provider to replace the power supply.
Computer powered off automatically and the Power LED flashes Red two times, once every second, followed by a two second pause, and the computer beeps two times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
Processor thermal protection activated:
A fan may be blocked or not turning.
OR
The heatsink is not properly attached to the processor.
  1. Ensure that the computer air vents are not blocked and the processor cooling fan is running.

  2. Open hood, press power button, and see if the processor fan spins. If the processor fan is not spinning, make sure the fan's cable is plugged onto the system board header.

  3. If fan is plugged in, but is not spinning, then replace the heatsink/fan assembly.

  4. Contact an authorized reseller or service provider.

Power LED flashes Red four times, once every second, followed by a two second pause, and the computer beeps four times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
Power failure (power supply is overloaded).
  1. Check that the voltage selector, located on the rear of the power supply (some models), is set to the appropriate voltage. Proper voltage setting depends on your region.

  2. Open the hood and ensure the 4- or 6-wire power supply cable is seated into the connector on the system board.

  3. Check if a device is causing the problem by removing ALL attached devices (such as hard, diskette, or optical drives, and expansion cards). Power on the system. If the system enters the POST, then power off and replace one device at a time and repeat this procedure until failure occurs. Replace the device that is causing the failure. Continue adding devices one at a time to ensure all devices are functioning properly.

  4. Replace the power supply.

  5. Replace the system board.

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

Diskette drive light stays on.
Cause
Solution
Diskette is damaged.
In 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 cable is not properly connected.
Reconnect drive cable. Ensure that all four pins on the diskette power cable are connected to the drive.
Drive not found.
Cause
Solution
Cable is loose.
Reseat diskette drive data and power cable.
Removable drive is not seated properly.
Reseat the drive.
Diskette drive cannot write to a diskette.
Cause
Solution
Diskette is not formatted.
Format the diskette.
  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.

Diskette is write-protected.
Use another diskette or remove the write protection.
Writing to the wrong drive.
Check the drive letter in the path statement.
Not enough space is left on the diskette.
  1. Use another diskette.

  2. Delete unneeded files from diskette.

Legacy diskette writes are disabled in Computer Setup.
Enter Computer Setup and enable Legacy Diskette Write in Storage > Storage Options.
Diskette is damaged.
Replace the damaged disk.
Cannot format diskette.
Cause
Solution
Invalid media reported.
When formatting a disk in MS-DOS, you may need to specify diskette capacity. For example, to format a 1.44-MB diskette, type the following command at the MS-DOS prompt:
FORMAT A: /F:1440
Disk may be write-protected.
Open the locking device on the diskette.
Legacy diskette writes are disabled in Computer Setup.
Enter Computer Setup and enable Legacy Diskette Write in Storage > Storage Options.
A problem has occurred with a disk transaction.
Cause
Solution
The directory structure is bad, or there is a problem with a file.
In 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 a diskette.
Cause
Solution
You are using the wrong diskette type for the drive type.
Check the type of drive that you are using and use the correct diskette type.
You are reading the wrong drive.
Check the drive letter in the path statement.
Diskette is damaged.
Replace the diskette with a new one.
“Invalid system disk” message is displayed.
Cause
Solution
A diskette that does not contain the system files needed to start the computer has been inserted in the drive.
When drive activity stops, remove the diskette and press the Spacebar. The computer should start up.
Diskette error has occurred.
Restart the computer by pressing the power button.
Cannot Boot to Diskette.
Cause
Solution
Diskette is not bootable.
Replace with a bootable diskette.
Diskette boot has been disabled in Computer Setup.
  1. Run Computer Setup and enable diskette boot in Storage > Boot Order.

  2. Run Computer Setup and enable diskette boot in Storage > Storage Options > Removable Media Boot.

Both steps should be used as the Removable Media Boot function in Computer Setup overrides the Boot Order enable command.
Network server mode is enabled in Computer Setup.
Run Computer Setup and disable Network Server Mode in Security > Password Options.
Removable media boot has been disabled in Computer Setup.
Run Computer Setup and enable Removable Media Boot in Storage > Storage Options > Removable Media Boot.

Solving Hard Drive Problems

Solving Hard Drive Problems

Hard drive error occurs.
Cause
Solution
Hard disk has bad sectors or has failed.
  1. In Windows XP, right-click Start, click Explore, and select a drive. Select File > Properties > Tools. Under Error-checking, click Check Now.

  2. Use a utility to locate and block usage of bad sectors. If necessary, reformat the hard disk.

Disk transaction problem.
Cause
Solution
Either the directory structure is bad or there is a problem with a file.
In 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).
Cause
Solution
Cable could be loose.
Check cable connections.
The system may not have automatically recognized a newly installed device.
See reconfiguration directions in the Solving Hardware Installation Problems section. If the system still does not recognize the new device, check to see if the device is listed within Computer Setup. If it is listed, the probable cause is a driver problem. If it is not listed, the probable cause is a hardware problem.
If this is a newly installed drive, run the Computer Setup utility and try adding a POST delay under Advanced > Power-On.
The device is attached to a SATA port that has been disabled in Computer Setup.
Run the Computer Setup utility and ensure the device's SATA port is enabled in Storage > Storage Options.
Drive responds slowly immediately after power-up.
Run Computer Setup and increase the POST Delay in Advanced > Power-On Options.
Nonsystem disk/NTLDR missing message.
Cause
Solution
The system is trying to start from a diskette that is not bootable.
Remove the diskette from the diskette drive.
The system is trying to start from the hard drive but the hard drive may have been damaged.
  1. Insert a bootable diskette into the diskette drive and restart the computer.

  2. Check the hard drive format using fdisk: If NTFS formatting, use a third party reader to evaluate the drive. If FAT32 formatting, the hard drive cannot be accessed.

System files missing or not properly installed.
  1. Insert a bootable diskette into the diskette drive and restart the computer.

  2. Check the hard drive format using Fdisk: If NFTFS formatting, use a third party reader to evaluate the drive. If FAT32 formatting, the hard drive cannot be accessed.

  3. Install system files for the appropriate operating system.

Hard drive boot has been disabled in Computer Setup.
Run the Computer Setup utility and enable the hard drive entry in the Storage > Boot Order list.
Bootable hard drive is not attached as first in a multi-hard drive configuration.
If attempting to boot from a hard drive, ensure it is attached to the system board connector labeled P60 SATA 0.
Bootable hard drive's controller is not listed first in the Boot Order.
Run the Computer Setup utility and select Storage > Boot Order and ensure the bootable hard drive's controller is listed immediately under the Hard Drive entry.
Computer will not boot from hard drive.
Cause
Solution
The device is attached to a SATA port that has been disabled in Computer Setup.
Run the Computer Setup utility and ensure the device's SATA port is enabled in Storage > Storage Options.
Boot order is not correct.
Run the Computer Setup utility and change boot sequence in Storage > Boot Order.
Hard Drive's "Emulation Type" is set to "None."
Run the Computer Setup utility and change the "Emulation Type" to "Hard Disk" in the device's details under Storage > Device Configuration.
The device is attached to a SATA port that has been disabled in Computer Setup.
Run the Computer Setup utility and ensure the device's SATA port is enabled in Storage > Storage Options.
Hard drive is damaged.
Observe if the front panel Power LED is blinking RED and if any beeps are heard.
See the Worldwide Limited Warranty for terms and conditions.
Computer seems to be locked up.
Cause
Solution
Program in use has stopped responding to commands.
Attempt the normal Windows “Shut Down” procedure. If this fails, press the power button for four or more seconds to turn off the power. To restart the computer, press the power button again.

Solving Media Card Reader Problems

Solving Media Card Reader Problems

Media card will not work in a digital camera after formatting it in Microsoft Windows XP.
Cause
Solution
By default, Windows XP will format any media card with a capacity greater than 32MB with the FAT32 format. Most digital cameras use the FAT (FAT16 & FAT12) format and can not operate with a FAT32 formatted card.
Either format the media card in the digital camera or select FAT file system to format the media card in a computer with Windows XP.
A write-protected or locked error occurs when attempting to write to the media card.
Cause
Solution
Media card is locked. Locking the media card is a safety feature that prevents writing to and deleting from an SD/Memory Stick/PRO card.
If using an SD card, make sure that the lock tab located on the right of the SD card is not in the locked position. If using a Memory Stick/PRO card, make sure that the lock tab located on the bottom of the Memory Stick/PRO card is not in the locked position.
Can not write to the media card.
Cause
Solution
The media card is a read-only memory (ROM) card.
Check the manufacturer’s documentation included with your card to see if it writable. Refer to the previous section for a list of compatible cards.
Unable to access data on the media card after inserting it into a slot.
Cause
Solution
The media card is not inserted properly, is inserted in the wrong slot, or is not supported.
Ensure that the card is inserted properly with the gold contact on the correct side. The green LED will light if inserted properly.
Do not know how to remove a media card correctly.
Cause
Solution
The computer’s software is used to safely eject the card.
Open My Computer, right-click on the corresponding drive icon, and select Eject. Then pull the card out of the slot.
Never remove the card when the green LED is flashing
After installing the media card reader and booting to Windows, the reader and the inserted cards are not recognized by the computer.
Cause
Solution
The operating system needs time to recognize the device if the reader was just installed into the computer and you are turning the PC on for the first time.
Wait a few seconds so that the operating system can recognize the reader and the available ports, and then recognize whatever media is inserted in the reader.
After inserting a media card in the reader, the computer attempts to boot from the media card.
Cause
Solution
The inserted media card has boot capability.
If you do not want to boot from the media card, remove it during boot or do not select the option to boot from the inserted media card during the boot process.
Computer will not boot from a USB removable drive or media that is inserted in the USB port on the media card reader.
Cause
Solution
The media card reader is connected to the computer via the PCI card, which is not supported on the HP Desktop BIOS.
The bootable USB device will have boot support if you connect the media card reader to an available USB connector on the computer’s system board. If no connector is available, plug the bootable device into a different USB port on the computer.
After installing the media card reader, the front USB ports on the computer do not work.
Cause
Solution
The USB cable for the front USB ports was disconnected so that the system board connector could be used for the reader.
Reconnect the cable for the front USB ports. Install the PCI card and connect the media reader to the USB connector on the PCI card.

Solving Display Problems

If you encounter display problems, see the documentation that came with the monitor and to the common causes and solutions listed in the following table.

Solving Display Problems

Blank screen (no video).
Cause
Solution
Monitor is not turned on and the monitor light is not on.
Turn on the monitor and check that the monitor light is on.
Bad monitor.
Try a different monitor.
The cable connections are not correct.
Check the cable connection from the monitor to the computer and to the electrical outlet.
You may have a screen blanking utility installed or energy saver features are enabled.
Press any key or click the mouse button and, if set, type your password.
System ROM is corrupted; system is running is Boot Block Emergency Recovery Mode (indicated by eight beeps).
Reflash the system ROM with the latest BIOS image. See the “Boot Block Emergency Recovery Mode” section of the Desktop Management Guide on the Documentation and Diagnostics CD for more information
You are using a fixed-sync monitor and it will not sync at the resolution chosen.
Be sure that the monitor can accept the same horizontal scan rate as the resolution chosen.
Computer is in standby mode.
Press the power button to resume from standby mode.
When attempting to resume from standby mode, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose any unsaved data.
Monitor cable is plugged into the wrong connector.
If the computer system has both an integrated graphics connector and an add-in graphics card connector, plug the monitor cable into the graphics card connector on the back of the computer.
Monitor settings in the computer are not compatible with the monitor.
  1. Restart the computer and press F8 during startup when you see “Press F8” in the bottom right corner of the screen.

  2. Using the keyboard arrow keys, select Enable VGA Mode and press Enter.

  3. In Windows Control Panel, double-click the Display icon and select the Settings tab.

  4. Use the sliding control to reset the resolution.

Cannot enable integrated graphics after installing a PCI Express graphics card.
Cause
Solution
On systems with Intel integrated graphics, the integrated graphics cannot be enabled after installing a PCI Express graphics card.
The integrated graphics can be enabled in Computer Setup if a standard PCI graphics card is installed.
Blank screen and the power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
Pre-video memory error.
  1. Reseat DIMMs. Power on the system.

  2. Replace DIMMs one at a time to isolate the faulty module.

  3. Replace third-party memory with HP memory.

  4. Replace the system board.

Blank screen and the power LED flashes Red six times, once every second, followed by a two second pause, and the computer beeps six times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
Pre-video graphics error.
For systems with a graphics card:
  1. Reseat the graphics card. Power on the system.

  2. Replace the graphics card.

  3. Replace the system board.

For systems with integrated graphics, replace the system board.
Blank screen and the power LED flashes Red seven times, once every second, followed by a two second pause, and the computer beeps seven times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
System board failure (ROM detected failure prior to video).
Replace the system board.
Monitor does not function properly when used with energy saver features.
Cause
Solution
Monitor without energy saver capabilities is being used with energy saver features enabled.
Disable monitor energy saver feature.
Dim characters.
Cause
Solution
The brightness and contrast controls are not set properly.
Adjust the monitor brightness and contrast controls.
Cables are not properly connected.
Check that the graphics cable is securely connected to the graphics card and the monitor.
Blurry video or requested resolution cannot be set.
Cause
Solution
If the graphics controller was upgraded, the correct graphics drivers may not be loaded.
Install the video drivers included in the upgrade kit.
Monitor is not capable of displaying requested resolution.
Change requested resolution.
Graphics card is bad.
Replace the graphics card.
The picture is broken up, rolls, jitters, or flashes.
Cause
Solution
The monitor connections may be incomplete or the monitor may be incorrectly adjusted.
  1. Be sure the monitor cable is securely connected to the computer.

  2. In a two-monitor system or if another monitor is in close proximity, be sure the monitors are not interfering with each other’s electromagnetic field by moving them apart.

  3. Fluorescent lights or fans may be too close to the monitor.

Monitor needs to be degaussed.
Degauss the monitor. Refer to the documentation that came with the monitor for instructions.
Image is not centered.
Cause
Solution
Position may need adjustment.
Press the Menu button to access the OSD menu. Select ImageControl/ Horizontal Position or Vertical Position to adjust the horizontal or vertical position of the image.
“No Connection, Check Signal Cable” displays on screen.
Cause
Solution
Monitor video cable is disconnected.
Connect the video cable between the monitor and computer.
Ensure that the computer power is off while connecting the video cable.
“Out of Range” displays on screen.
Cause
Solution
Video resolution and refresh rate are set higher than what the monitor supports.
Restart the computer and enter Safe Mode. Change the settings to a supported setting then restart the computer so that the new settings take effect.
Vibrating or rattling noise coming from inside a CRT monitor when powered on.
Cause
Solution
Monitor degaussing coil has been activated.
None. It is normal for the degaussing coil to be activated when the monitor is powered on.
Clicking noise coming from inside a CRT monitor.
Cause
Solution
Electronic relays have been activated inside the monitor.
None. It is normal for some monitors to make a clicking noise when turned on and off, when going in and out of standby mode, and when changing resolutions.
High pitched noise coming from inside a flat panel monitor.
Cause
Solution
Brightness and/or contrast settings are too high.
Lower brightness and/or contrast settings.
Fuzzy focus; streaking, ghosting, or shadowing effects; horizontal scrolling lines; faint vertical bars; or unable to center the picture on the screen (flat panel monitors using an analog VGA input connection only).
Cause
Solution
Flat panel monitor’s internal digital conversion circuits may be unable to correctly interpret the output synchronization of the graphics card.
  1. Select the monitor’s Auto-Adjustment option in the monitor’s on-screen display menu.

  2. Manually synchronize the Clock and Clock Phase on-screen display functions. To download a SoftPaq that will assist you with the synchronization, go to the following Web site, select the appropriate monitor, and download either SP32347 or SP32202: http://www.hp.com/support

Graphics card is not seated properly or is bad.
  1. Reseat the graphics card.

  2. Replace the graphics card.

Certain typed symbols do not appear correct.
Cause
Solution
The font you are using does not support that particular symbol.
Use the Character Map to locate the and select the appropriate symbol. Click Start > All Programs > Accessories > System Tools > Character Map. You can copy the symbol from the Character Map into a document.

Solving Audio Problems

If the computer has audio features and you encounter audio problems, see the common causes and solutions listed in the following table.

Solving Audio Problems

Sound cuts in and out.
Cause
Solution
Processor resources are being used by other open applications.
Shut down all open processor-intensive applications.
Direct sound latency, common in many media player applications.
In Windows XP:
  1. From the Control Panel, select Sounds and Audio Devices.

  2. On the Audio tab, select a device from the Sound Playback list.

  3. Click the Advanced button and select the Performance tab.

  4. Set the Hardware acceleration slider to None and the Sample rate conversion quality slider to Good and retest the audio.

  5. Set the Hardware acceleration slider to Full and the Sample rate conversion quality slider to Best and retest the audio.

Sound does not come out of the speaker or headphones.
Cause
Solution
Software volume control is turned down.
Double-click the Speaker icon on the taskbar, then make sure that Mute is not selected and use the volume slider to adjust the volume.
Audio is hidden in Computer Setup.
Enable the audio in Computer Setup: Security > Device Security > Audio.
The external speakers are not turned on.
Turn on the external speakers.
External speakers plugged into the wrong audio jack.
See the sound card documentation for proper speaker connection.
Digital CD audio is not enabled.
Enable digital CD audio:
  1. From the Control Panel, select System.

  2. On the Hardware tab, click the Device Manager button.

  3. Right-click on the CD/DVD device and select Properties.

  4. On the Properties tab, make sure Enable digital CD audio for this CD-ROM device is checked.

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.

Computer is in standby mode.
Press the power button to resume from standby mode.
When attempting to resume from standby mode, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose any unsaved data.
Sound from headphones is not clear or muffled.
Cause
Solution
Headphones are plugged into the rear audio output connector. The rear audio output connector is for powered audio devices and is not designed for headphone use.
Plug the headphones into the headphone connector on the front of the computer.
Computer appears to be locked up while recording audio.
Cause
Solution
The hard disk may be full.
Before recording, make sure there is enough free space on the hard disk. You can also try recording the audio file in a compressed format.
Line-in, Line-out, headphone, or microphone jacks are not functioning properly.
Cause
Solution
Jacks have been reconfigured in the audio driver or application software.
In the audio driver or application software, reconfigure the jacks or set the jacks to their default values.

Solving Printer Problems

If you encounter printer problems, see the documentation that came with the printer and to the common causes and solutions listed in the following table.

Solving Printer Problems

Printer will not print.
Cause
Solution
Printer is not turned on and online.
Turn the printer on and make sure it is online.
The correct printer drivers for the application are not installed.
  1. Install the correct printer driver for the application.

  2. Try printing using the MS-DOS command:

DIR C:\ > [printer port]
where [printer port] is the address of the printer being used. If the printer works, reload the printer driver.
If you are on a network, you may not have made the connection to the printer.
Make the proper network connections to the printer.
Printer may have failed.
Run printer self-test.
Printer will not turn on.
Cause
Solution
The cables may not be connected properly.
Reconnect all cables and check the power cord and electrical outlet.
Printer prints garbled information.
Cause
Solution
The correct printer driver for the application is not installed.
Install the correct printer driver for the application.
The cables may not be connected properly.
Reconnect all cables.
Printer memory may be overloaded.
Reset the printer by turning it off for one minute, then turn it back on.
Printer is offline.
Cause
Solution
The printer may be out of paper.
Check the paper tray and refill it if it is empty. Select online.

Solving Keyboard and Mouse Problems

If you encounter keyboard or mouse problems, see the documentation that came with the equipment and to the common causes and solutions listed in the following table.

Solving Keyboard Problems

Keyboard commands and typing are not recognized by the computer.
Cause
Solution
Keyboard connector is not properly connected.
  1. On the Windows Desktop, click Start.

  2. Click Shut Down. The Shut Down Windows dialog box is displayed.

  3. Select Shut down.

  4. After the shutdown is complete, reconnect the keyboard to the back of the computer and restart the computer.

Program in use has stopped responding to commands.
Shut down your computer using the mouse and then restart the computer.
Keyboard needs repairs.
See the Worldwide Limited Warranty for terms and conditions.
Wireless device error.
  1. Check the software, if available, for device status.

  2. Check/replace device batteries.

  3. Reset receiver and keyboard.

Computer is in standby mode.
Press the power button to resume from standby mode.
When attempting to resume from standby mode, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose any unsaved data.
Cursor will not move using the arrow keys on the keypad.
Cause
Solution
The Num Lock key may be on.
Press the Num Lock key. The Num Lock light should not be on if you want to use the arrow keys. The Num Lock key can be disabled (or enabled) in Computer Setup.

Solving Mouse Problems

Mouse does not respond to movement or is too slow.
Cause
Solution
Mouse connector is not properly plugged into the back of the computer.
Shut down the computer using the keyboard.
  1. Press the Ctrl and Esc keys at the same time (or press the Windows logo key) to display the Start menu.

  2. Use the up or down arrow key to select Shut Down and then press the Enter key.

  3. Use the up or down arrow key to select the Shut Down option and then press the Enter key.

  4. After the shutdown is complete, plug the mouse connector into the back of the computer (or the keyboard) and restart.

Program in use has stopped responding to commands.
Shut down the computer using the keyboard then restart the computer.
Mouse may need cleaning.
Remove the roller ball cover on the mouse and clean the internal components.
Mouse may need repair.
See the Worldwide Limited Warranty for terms and conditions.
Wireless device error.
  1. Check the software, if available, for device status.

  2. Check/replace device batteries.

  3. Reset receiver and mouse.

Computer is in standby mode.
Press the power button to resume from standby mode.
When attempting to resume from standby mode, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose any unsaved data.
Mouse will only move vertically, horizontally, or movement is jerky.
Cause
Solution
Mouse roller ball or the rotating encoder shafts that make contact with the ball are dirty.
Remove roller ball cover from the bottom of the mouse and clean the internal components with a mouse cleaning kit available from most computer stores.

Solving Hardware Installation Problems

You may need to reconfigure the computer when you add or remove hardware, such as an additional drive or expansion card. If you install a plug and play device, Windows 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 XP, use the Add Hardware Wizard and follow the instructions that appear on the screen.

When the computer is plugged into an AC power source, voltage is always applied to the system board. To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect the power cord from the wall outlet and allow the internal system components to cool before touching.

Look for the LED between the DIMM sockets. If the LED is illuminated, the system still has power. Power off the computer and remove the power cord before proceeding.

Solving Hardware Installation Problems

A new device is not recognized as part of the system.
Cause
Solution
Device is not seated or connected properly.
Ensure that the device is properly and securely connected and that pins in the connector are not bent down.
Cable(s) of new external device are loose or power cables are unplugged.
Ensure that all cables are properly and securely connected and that pins in the cable or connector are not bent down.
Power switch of new external device is not turned on.
Turn off the computer, turn on the external device, then turn on the computer to integrate the device with the computer system.
When the system advised you of changes to the configuration, you did not accept them.
Reboot the computer and follow the instructions for accepting the changes.
A plug and play board may not automatically configure when added if the default configuration conflicts with other devices.
Use Windows XP Device Manager to deselect the automatic settings for the board and choose a basic configuration that does not cause a resource conflict. You can also use Computer Setup to reconfigure or disable devices to resolve the resource conflict.
USB ports on the computer are disabled in Computer Setup.
Enter Computer Setup (F10) and enable the USB ports.
Computer will not start.
Cause
Solution
Wrong memory modules were used in the upgrade or memory modules were installed in the wrong location.
  1. Review the documentation that came with the system to determine if you are using the correct memory modules and to verify the proper installation.

    DIMM 1 must always be installed.
  2. Observe the beeps and LED lights on the front of the computer. Beeps and flashing LEDs are codes for specific problems.

  3. If you still cannot resolve the issue, contact Customer Support.

Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
Memory is installed incorrectly or is bad.
To avoid damage to the DIMMs or the system board, you must unplug the computer power cord before attempting to reseat, install, or remove a DIMM module.
  1. Reseat DIMMs. Power on the system.

  2. Replace DIMMs one at a time to isolate the faulty module.

    DIMM 1 must always be installed.
  3. Replace third-party memory with HP memory.

  4. Replace the system board.

Power LED flashes Red six times, once every second, followed by a two second pause, and the computer beeps six times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
Graphics card is not seated properly or is bad, or system board is bad.
For systems with a graphics card:
  1. Reseat the graphics card. Power on the system.

  2. Replace the graphics card.

  3. Replace the system board.

For systems with integrated graphics, replace the system board.
Power LED flashes Red ten times, once every second, followed by a two second pause, and the computer beeps ten times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
Bad option card.
  1. Check each option card by removing the cards one at time (if multiple cards), then power on the system to see if fault goes away.

  2. Once bad card is identified, remove and replace bad option card.

  3. Replace the system board.

Solving Network Problems

Some common causes and solutions for network problems are listed in the following table. These guidelines do not discuss the process of debugging the network cabling.

Solving Network Problems

Wake-on-LAN feature is not functioning.
Cause
Solution
Wake-on-LAN is not enabled.
Enable Wake-on-LAN.
  1. Select Start > Control Panel.

  2. Double-click Network Connections.

  3. Double-click Local Area Connection.

  4. Click Properties.

  5. Click Configure.

  6. Click the Power Management tab, then select the check box to Allow this device to bring the computer out of standby.

Network driver does not detect network controller.
Cause
Solution
Network controller is disabled.
  1. Run Computer Setup and enable network controller.

  2. Enable the network controller in the operating system via Device Manager.

Incorrect network driver.
Check the network controller documentation for the correct driver or obtain the latest driver from the manufacturer’s Web site.
Network status link light never flashes.
The network status light is supposed to flash when there is network activity.
Cause
Solution
No active network is detected.
Check cabling and network equipment for proper connection.
Network controller is not set up properly.
Check for the device status within Windows, such as Device Manager for driver load and the Network Connections applet within Windows for link status.
Network controller is disabled.
  1. Run Computer Setup and enable network controller.

  2. Enable the network controller in the operating system via Device Manager.

Network driver is not properly loaded.
Reinstall network drivers. See the Network & Internet Communications Guide on the Documentation and Diagnostics CD.
System cannot autosense the network.
Disable auto-sensing capabilities and force the system into the correct operating mode. See the Network & Internet Communications Guide on the Documentation and Diagnostics CD.
Diagnostics reports a failure.
Cause
Solution
The cable is not securely connected.
Ensure that the cable is securely attached to the network connector and that the other end of the cable is securely attached to the correct device.
The cable is attached to the incorrect connector.
Ensure that the cable is attached to the correct connector.
There is a problem with the cable or a device at the other end of the cable.
Ensure that the cable and device at the other end are operating correctly.
Network controller interrupt is shared with an expansion board.
Under the Computer Setup Advanced menu, change the resource settings for the board.
The network controller is defective.
Contact an authorized service provider.
Diagnostics passes, but the computer does not communicate with the network.
Cause
Solution
Network drivers are not loaded, or driver parameters do not match current configuration.
Make sure the network drivers are loaded and that the driver parameters match the configuration of the network controller.
Make sure the correct network client and protocol is installed.
The network controller is not configured for this computer.
Select the Network icon in the Control Panel and configure the network controller.
Network controller stopped working when an expansion board was added to the computer.
Cause
Solution
Network controller interrupt is shared with an expansion board.
Under the Computer Setup Advanced menu, change the resource settings for the board.
The network controller requires drivers.
Verify that the drivers were not accidentally deleted when the drivers for a new expansion board were installed.
The expansion board installed is a network card (NIC) and conflicts with the embedded NIC.
Under the Computer Setup Advanced menu, change the resource settings for the board.
Network controller stops working without apparent cause.
Cause
Solution
The files containing the network drivers are corrupted.
Reinstall the network drivers, using the Restore Plus! 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 an authorized service provider.
New network card will not boot.
Cause
Solution
New network card may be defective or may not meet industry-standard specifications.
Install a working, industry-standard NIC, or change the boot sequence to boot from another source.
Cannot connect to network server when attempting Remote System Installation.
Cause
Solution
The network controller is not configured properly.
Verify Network Connectivity, that a DHCP Server is present, and that the Remote System Installation Server contains the NIC drivers for your NIC.
System setup utility reports unprogrammed EEPROM.
Cause
Solution
Unprogrammed EEPROM.
Contact an authorized service provider.

Solving Memory Problems

If you encounter memory problems, some common causes and solutions are listed in the following table.

Power may still be supplied to the DIMMs when the computer is turned off (depending on the Management Engine (ME) settings). To avoid damage to the DIMMs or the system board, you must unplug the computer power cord before attempting to reseat, install, or remove a DIMM module.

For those systems that support ECC memory, HP does not support mixing ECC and non-ECC memory. Otherwise, the computer will not boot the operating system.

The memory count will be affected by configurations with the Management Engine (ME) enabled. The ME uses 8MB of system memory in single channel mode or 16 MB of memory in dual-channel mode to download, decompress, and execute the ME firmware for Out-of-Band (OOB), third-party data storage, and other management functions.

Solving Memory Problems

System will not boot or does not function properly after installing additional memory modules.
Cause
Solution
A memory module is not installed in the XMM1 socket.
Ensure that a memory module is installed in the black XMM1 socket on the system board. This socket must be populated with a memory module.
Memory module is not the correct type or speed grade for the system or the new memory module is not seated properly.
Replace module with the correct industry-standard device for the computer. On some models, ECC and non-ECC memory modules cannot be mixed.
Out of memory error.
Cause
Solution
Memory configuration may not be set up correctly.
Use the Device Manager to check memory configuration.
You have run out of memory to run the application.
Check the application documentation to determine the memory requirements.
Memory count during POST is wrong.
Cause
Solution
The memory modules may not be installed correctly.
Check that the memory modules have been installed correctly and that proper modules are used.
Integrated graphics may use system memory.
No action required.
Insufficient memory error during operation.
Cause
Solution
Too many Terminate and Stay Resident programs (TSRs) are installed.
Delete any TSRs that you do not need.
You have run out of memory for the application.
Check the memory requirements for the application or add more memory to the computer.
Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.)
Cause
Solution
Memory is installed incorrectly or is bad.
  1. Reseat DIMMs. Power on the system.

  2. Replace DIMMs one at a time to isolate the faulty module.

  3. Replace third-party memory with HP memory.

  4. Replace the system board.

Solving Processor Problems

If you encounter processor problems, common causes and solutions are listed in the following table.

Solving Processor Problems

Poor performance is experienced.
Cause
Solution
Processor is hot.
  1. Make sure the airflow to the computer is not blocked.

  2. Make sure the fans are connected and working properly (some fans only operate when needed).

  3. Make sure the processor heatsink is installed properly.

Power LED flashes Red three times, once every second, followed by a two second pause.
Cause
Solution
Processor is not seated properly or not installed.
  1. Check to see that the processor is present.

  2. Reseat the processor.

Solving CD-ROM and DVD Problems

If you encounter CD-ROM or DVD problems, see the common causes and solutions listed in the following table or to the documentation that came with the optional device.

Solving CD-ROM and DVD Problems

System will not boot from CD-ROM or DVD drive.
Cause
Solution
The device is attached to a SATA port that has been disabled in the Computer Setup utility.
Run the Computer Setup utility and ensure the device's SATA port is enabled in Storage > Storage Options.
Removable Media Boot is disabled in the Computer Setup utility.
Run the Computer Setup utility and enable booting to removable media in Storage > Storage Options. Ensure CD-ROM is enabled in Storage > Boot Order.
Network Server Mode is enabled in Computer Setup.
Run the Computer Setup utility and disable Network Server Mode in Security > Password Options.
Non-bootable CD in drive.
Try a bootable CD in the drive.
Boot order not correct.
Run the Computer Setup utility and change boot sequence in Storage > Boot Order.
Drive not found (identified).
Cause
Solution
Cable could be loose.
Check cable connections.
The system may not have automatically recognized a newly installed device.
See reconfiguration directions in the Solving Hardware Installation Problems section. If the system still does not recognize the new device, check to see if the device is listed within Computer Setup. If it is listed, the probable cause is a driver problem. If it is not listed, the probable cause is a hardware problem.
If this is a newly installed drive, run the Computer Setup utility and try adding a POST delay under Advanced > Power-On.
The device is attached to a SATA port that has been disabled in Computer Setup.
Run the Computer Setup utility and ensure the device's SATA port is enabled in Storage > Storage Options.
Drive responds slowly immediately after power-up.
Run Computer Setup and increase the POST Delay in Advanced > Power-On Options.
CD-ROM or DVD devices are not detected or driver is not loaded.
Cause
Solution
Drive is not connected properly or not properly configured.
See the documentation that came with the optional device.
Movie will not play in the DVD drive.
Cause
Solution
Movie may be regionalized for a different country.
See the documentation that came with the DVD drive.
Decoder software is not installed.
Install decoder software.
Damaged media.
Replace media.
Movie rating locked out by parental lock.
Use DVD software to remove parental lock.
Media installed upside down.
Reinstall media.
Cannot eject compact disc (tray-load unit).
Cause
Solution
Disc not properly seated in the drive.
Turn off the computer and insert a thin metal rod into the emergency eject hole and push firmly. Slowly pull the tray out from the drive until the tray is fully extended, then remove the disc.
CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW drive cannot read a disc or takes too long to start.
Cause
Solution
Media has been inserted upside down.
Re-insert the Media with the label facing up.
The DVD-ROM drive takes longer to start because it has to determine the type of media played, such as audio or video.
Wait at least 30 seconds to let the DVD-ROM drive determine the type of media being played. If the disc still does not start, read the other solutions listed for this topic.
CD or DVD disc is dirty.
Clean CD or DVD with a CD cleaning kit, available from most computer stores.
Windows does not detect the CD-ROM or DVD-ROM drive.
  1. Use Device Manager to remove or uninstall the device.

  2. Restart the computer and let Windows detect the CD or DVD driver.

Recording or copying CDs is difficult or impossible.
Cause
Solution
Wrong or poor quality media type.
  1. Try using a slower speed when recording.

  2. Verify that you are using the correct media for the drive.

  3. Try a different brand of media. Quality varies widely between manufacturers.

USDT computer boots too slow after removing a CD-ROM or DVD drive.
Cause
Solution
The system is searching for the drive during boot because the drive cable is still attached to the system board.
Disconnect the drive cable from the system board.

Solving Drive Key Problems

If you encounter Drive Key problems, common causes and solutions are listed in the following table.

Solving Drive Key Problems

USB Drive Key is not seen as a drive letter in Windows XP.
Cause
Solution
The drive letter after the last physical drive is not available.
Change the default drive letter for the Drive Key in Windows XP.
USB Drive Key not found (identified).
Cause
Solution
The device is attached to a USB port that has been hidden in Computer Setup.
Run the Computer Setup utility and ensure that "Device available" is selected for "All USB Ports" and "Front USB Ports" under Security > Device Security.
The device was not properly seated before power-up.
Ensure the device is fully inserted into the USB port before applying power to the system
System will not boot from USB Drive Key.
Cause
Solution
Boot order is not correct.
Run the Computer Setup utility and change boot sequence in Storage > Boot Order.
Removable Media Boot is disabled in the Computer Setup utility.
Run the Computer Setup utility and enable booting to removable media in Storage > Storage Options. Ensure USB is enabled in Storage > Boot Order.
The image on the device is not bootable.
Follow the procedures described in the "ROM Flash: Replicating the Setup: Creating a Bootable Device: Supported USB Flash Media Device" section of the Service Reference Guide.
The computer boots to DOS after making a bootable Drive Key.
Cause
Solution
Drive Key is bootable.
Install the Drive Key only after the operating system boots.

Solving Front Panel Component Problems

If you encounter problems with devices connected to the front panel, refer to the common causes and solutions listed in the following table.

Solving Front Panel Component Problems

A USB device, headphone, or microphone is not recognized by the computer.
Cause
Solution
Device is not properly connected.
  1. Turn off the computer.

  2. Reconnect the device to the front of the computer and restart the computer.

The device does not have power.
If the USB device requires AC power, be sure one end is connected to the device and one end is connected to a live outlet.
The correct device driver is not installed.
  1. Install the correct driver for the device.

  2. You might need to reboot the computer.

The cable from the device to the computer does not work.
  1. If possible, replace the cable.

  2. Restart the computer.

The device is not working.
  1. Replace the device.

  2. Restart the computer.

USB ports on the computer are disabled in Computer Setup.
Enter Computer Setup (F10) and enable the USB ports.

Solving Internet Access Problems

If you encounter Internet access problems, consult your Internet Service Provider (ISP) or refer to the common causes and solutions listed in the following table.

Solving Internet Access Problems

Unable to connect to the Internet.
Cause
Solution
Internet Service Provider (ISP) account is not set up properly.
Verify Internet settings or contact your ISP for assistance.
Modem is not set up properly.
Reconnect the modem. Verify the connections are correct using the quick setup documentation.
Web browser is not set up properly.
Verify that the Web browser is installed and set up to work with your ISP.
Cable/DSL modem is not plugged in.
Plug in cable/DSL modem. You should see a “power” LED light on the front of the cable/DSL modem.
Cable/DSL service is not available or has been interrupted due to bad weather.
Try connecting to the Internet at a later time or contact your ISP. (If the cable/DSL service is connected, the “cable” LED light on the front of the cable/DSL modem will be on.)
The CAT5 UTP cable is disconnected.
Connect the CAT5 UTP cable between the cable modem and the computers’s RJ-45 connector. (If the connection is good, the “PC” LED light on the front of the cable/DSL modem will be on.)
IP address is not configured properly.
Contact your ISP for the correct IP address.
Cookies are corrupted. (A “cookie” is a small piece of information that a Web server can store temporarily with the Web browser. This is useful for having the browser remember some specific information that the Web server can later retrieve.)
Windows XP
  1. Select Start > Control Panel.

  2. Double-click Internet Options.

  3. On the General tab, click the Delete Cookies button.

Windows 2000
  1. Select Start > Settings > Control Panel.

  2. Double-click Internet Options.

  3. On the General tab, click the Delete Cookies button.

Cannot automatically launch Internet programs.
Cause
Solution
You must log on to your ISP before some programs will start.
Log on to your ISP and launch the desired program.
Internet takes too long to download Web sites.
Cause
Solution
Modem is not set up properly.
Verify that the correct modem speed and COM port are selected.
Windows XP
  1. Select Start > Control Panel.

  2. Double-click System.

  3. Click the Hardware tab.

  4. In the Device Manager area, click the Device Manager button.

  5. Double-click Ports (COM & LPT).

  6. Right-click the COM port the modem uses, then click Properties.

  7. Under Device status, verify that the modem is working properly.

  8. Under Device usage, verify the modem is enabled.

  9. If there are further problems, click the Troubleshoot button and follow the on-screen instructions.

Windows 2000
  1. Select Start > Settings > Control Panel.

  2. Double-click System.

  3. Click the Hardware tab.

  4. In the Device Manager area, click the Device Manager button.

  5. Double-click Ports (COM & LPT).

  6. Right-click the COM port the modem uses, then click Properties.

  7. Under Device status, verify that the modem is working properly.

  8. Under Device usage, verify the modem is enabled.

  9. If there are further problems, click the Troubleshoot button and follow the on-screen instructions.

Solving Software Problems

Most software problems occur as a result of the following:

  • The application was not installed or configured correctly.

  • There is insufficient memory available to run the application.

  • There is a conflict between applications.

  • Be sure that all the needed device drivers have been installed.

  • If you have installed an operating system other than the factory-installed operating system, check to be sure it is supported on the system.

If you encounter software problems, see the applicable solutions listed in the following table.

Solving Software Problems

Computer will not continue and no HP logo screen has appeared.
Cause
Solution
POST error has occurred.
Observe the beeps and LED lights on the front of the computer.
See the Restore Kit or the Worldwide Limited Warranty for terms and conditions.
Computer will not continue after HP logo screen has appeared.
Cause
Solution
System files may be damaged.
Use recovery diskette to scan hard drive for errors.
“Illegal Operation has Occurred” error message is displayed.
Cause
Solution
Software being used is not Microsoft-certified for your version of Windows.
Verify that the software is certified by Microsoft for your version of Windows (see program packaging for this information).
Configuration files are corrupt.
If possible, save all data, close all programs, and restart the computer.

Contacting Customer Support

For help and service, contact an authorized reseller or dealer. To locate a reseller or dealer near you, visit http://www.hp.com .

If you take the computer to an authorized reseller, dealer, or service provider for service, remember to provide the setup and power-on passwords if they are set.

Refer to the number listed in the warranty or in the Support Telephone Numbers guide on the Documentation and Diagnostics CD for technical assistance.

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