HP Kayak xu700 Troubleshooting Manual
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HP Kayak xu700 Troubleshooting Manual

HP Kayak xu700 Troubleshooting Manual

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  • Page 1 guide...
  • Page 2 , Windows , and Windows NT are U.S. registered trademarks of Microsoft Corporation. ® Pentium is a registered trademark of Intel Corporation. Hewlett-Packard France Business Desktop Division (BDD) Outbound Marketing Communications 38053 Grenoble Cedex 9 France 2000 Hewlett-Packard Company Francais 12/2000...
  • Page 3 How to obtain the latest drivers, software utilities and BIOS updates. Also details on how to download documentation corresponding to your PC Workstation. Contacting HP Support Services. Refer to page 55. Details the type of information you should prepare before contacting HP Support for assistance.

  • Page 5: Important Warnings

    Please return used batteries either to the shop from which you bought them, to the dealer from whom you purchased your PC, or to HP so that they can either be recycled or disposed of in the correct way. Returned batteries will be accepted free of charge.
  • Page 6 Introduction Never touch uninsulated telephone wires or terminals unless the telephone line has been disconnected at the network interface. Use caution when installing or modifying telephone lines. Avoid using a telephone (other than a cordless type) during a lightning storm. There may be a risk from lightning.
  • Page 7 Monitor may be badly connected or not • switched on. HP MaxiLife has detected a hardware • configuration error. A component may be badly connected inside the PC Workstation. Configuration error has been detected by the •...
  • Page 8 1 Your PC Workstation Does Not Start Correctly Troubleshooting Pre-Boot Checks With HP MaxiLife Hardware EMU (Error Message Utility) Description Beep Code Table If You Have Forgotten Your BIOS Password Troubleshooting BIOS Problems: Updating the BIOS. • Restoring BIOS Default Settings.
  • Page 9 3 Reconnect the power connectors one by one to the internal devices to see if a device is defective. 4 If a device is found to be defective, contact HP Support or your authorized dealer. Continued on the next page...
  • Page 10 If the PC Workstation still does not start There is not a problem with the power supply unit. If the problem persists, contact HP Support or your authorized dealer How... 1 Replace the power supply unit by a known working power supply from the same model of PC.
  • Page 11 1 Replace the monitor by a known working monitor from the same model of PC Workstation. 2 If the monitor starts, contact HP Support or your authorized dealer. The monitor may need to be replaced. 1 Switch off and unplug the monitor.
  • Page 12 1 Your PC Workstation Does Not Start Correctly Case 2 — Monitor is Blank and MaxiLife is OK Symptom... Check that... Dual monitor or multi-monitor configuration problem If you have a dual monitor video card installed, but only one monitor, check that it is connected to Output 1.
  • Page 13 This series of sounds also contains an electronic signal that can be sent through a telephone line to an authorized helpdesk or HP Support, if necessary. This signal cannot be interpreted by the human ear. However, it can be decoded by helpdesk equipment to extract the PC model and serial number.
  • Page 14 1 Your PC Workstation Does Not Start Correctly Case 3 — Boot Process Fails, Monitor is Blank and There is a MaxiLife Error Message If your PC unable to display a POST error message (for example, when you graphics controller has failed), an error message is displayed on the MaxiLife LCD.
  • Page 15 Beep MaxiLife Message Code 6 beeps — 7 beeps — If You Miss the Beep Code If you miss the beep code, turn off the PC by pressing the on/off power button for five seconds or more, then listen for the signal again. POST Test Errors Following the pre-boot checks, the POST (Power-On Self Test) sequence is initiated.
  • Page 16 1 Your PC Workstation Does Not Start Correctly Case 3 — Boot Process Fails, Monitor is Blank and There is a MaxiLife Error Message MaxiLife Error Message Shadow Bios Rom PCI Detection Video Detection Keyboard Test Unexpect. STOP Base Memory Test Ext.
  • Page 17 Case 4 — Boot Process Fails and Error Message Displayed on Screen When the power button is pressed, the PC Workstation starts to boot and there is activity on the monitor, but the boot process then fails with an error message. Status LED is red. A configuration error has been detected.
  • Page 18 1 Your PC Workstation Does Not Start Correctly Case 4 — Boot Process Fails and Error Message Displayed on Screen The following examples give the different types of error categories. Category #1: If the error is only a warning (i.e. key stuck), the POST should prompt: WARNING 00100 Keyboard Error...
  • Page 19 3 Replace the cover and reconnect the power cord and accessory cables. Verify that the PC Workstation boots correctly. Refer to page 26 for further help, if required. Refer to page 43 for instructions about troubleshooting using HP e-DiagTools. Continued on the next page...
  • Page 20 If the screen is still blank or corrupt Check that... The video driver is not corrupted or incorrectly installed. How... How... Install the latest driver for the video card. This can be downloaded from the Kayak Support web site: , then HP Kayak www.hp.com/go/kayaksupport XU700 PC Workstation.
  • Page 21 Use or Configuration Problems If your PC Workstation boots normally, but you are having problems using or configuring your PC Workstation. Symptom PC Workstation starts to boot, but a POST (Power- On Self-Test) error message is displayed on the screen. An error message appears on the MaxiLife LCD during runtime.
  • Page 22 Restoring the BIOS Default Settings. • Clearing the CMOS. • Recovering the BIOS (Crisis Mode). • System Board Switches. Using the HP Setup Program. Troubleshooting Drives With a Problem: Hard Disk Drive. • CD-ROM, DVD or CD-RW Drives. • Troubleshooting Hardware With HP e-DiagTools.

  • Page 23: If There Is A Cmos Test Error

    Clear the CMOS You have the latest BIOS version. The system board is working. If the problem persists, contact HP Support or your authorized dealer Check that... 1 Set the PC Workstation to the correct time (refer to the operating system manual).
  • Page 24 Clean the mouse ball and sensors. Replace the keyboard/mouse by known working units. Create a bootable floppy to update the BIOS. Refer to page 34. If not... There is a possible problem with the system board. Contact HP Support or your authorized dealer.

  • Page 25: If There Is A Floppy Disk Drive Test Error

    The floppy disk is working. If the drive still does not work... The system board is working. If the problem persists, contact HP Support or your authorized dealer Check that... 1 When the message Press F2 to Enter Setup appears, press the F2 key.
  • Page 26 The drive cable is working. If the drive still does not work... Run e-DiagTools to perform one of the hardware diagnostics tests. Refer to page 43. The drive is working with HP e-DiagTools. Check that... 1 Switch the PC OFF then ON.
  • Page 27 You receive a S.M.A.R.T. alert during the Power-On-Self-Test. If there is a hard disk drive crash... If the problem persists, contact HP Support or your authorized dealer If There is a Hard Disk, DVD, CD-RW or CD-ROM Test Error Create a bootable floppy to update the BIOS. Refer to page 34 Check that...

  • Page 28: If There Is A Serial Or Parallel Port Test Error

    If the PC still has a problem... You may need to update the Basic Input Output System (BIOS). The system board is working. If the problem persists, contact HP Support or your authorized dealer Check that... 1 Switch the PC Workstation OFF then ON.
  • Page 29 An Error Message Appears on the MaxiLife LCD During Runtime During normal usage (and at boot) of the PC Workstation, MaxiLife continually monitors vital system parameters. These include: temperature, fan malfunctions, power voltage drops, system board PLL problems and CPU problems. MaxiLife Error Message P P P P o o o o w w w w e e e e r r r r o o o o r r r r P P P P o o o o w w w w e e e e r r r r S S S S up up up upp p p p l l l l y y y y E E E E r r r r r r r r o o o o r r r r s s s s M M M M e e e e s s s s s s s s a a a a g g g g e e e e s s s s...

  • Page 30: If You Cannot Turn Off Your Pc Workstation

    2 Use or Configuration Problems If You Cannot Turn Off Your PC Workstation If You Cannot Turn Off Your PC Workstation Symptom... PC Workstation does not make a You have saved all data and exited all buzzing or beeping sound when programs.

  • Page 31: If Your Pc Workstation Has A Software Problem

    (refer to Chapter 2 of your User’s Guide). If there still is a software problem... Run HP e-DiagTools to check the hardware configuration. Refer to page 43. 2 Use or Configuration Problems If Your PC Workstation Has a Software Problem...
  • Page 32 Please return used batteries to the shop from which you bought them, to the dealer from whom you purchased your PC Workstation, or to HP, so that they can be either recycled or disposed of in an environmentally sound way. Returned batteries will be accepted free of charge.

  • Page 33: If You Have Problems Using The Euro Symbol

    If You Have Problems Using the Euro Symbol If your keyboard has a Euro symbol key, it can only be used with operating systems and applications that support this feature. Only the latest operating systems, such as Windows 98, provide •...
  • Page 34 Updating the BIOS The latest system BIOS (standard flash operation) for your PC Workstation can be downloaded from HP’s Support Web site at: www.hp.com/go/kayaksupport are supplied with the downloaded BIOS files and a BIOS flash utility.

  • Page 35: Clearing The Cmos

    Clearing the CMOS 1 Turn off the PC Workstation, disconnect the power cord and data cables, then remove the cover. 2 Set the system board switch memory. 3 Replace the cover, and only reconnect the power cord. 4 Reboot the PC Workstation. A message similar to the following will be displayed: “Configuration has been cleared, set switch Clear to the ON position before rebooting.”...

  • Page 36: Recovering The Bios (Crisis Mode)

    2 Use or Configuration Problems Troubleshooting BIOS Problems Recovering the BIOS (Crisis Mode) If for some reason the BIOS is corrupted and the standard flash cannot be used, use the BIOS Recovery Mode (exceptional BIOS recovery operation) to restore the BIOS. To do this: 1 Obtain a bootable DOS floppy disk.

  • Page 37: System Board Switches

    System Board Switches There are ten system board switches used for configuration, numbered from 1 to 10. A certain number of these are reserved (switches 1, 2, 3, 4, 5) and should not be modified, otherwise it could lead to a system failure.

  • Page 38: Using The Hp Setup Program

    This command will automatically exit the operating system and restart the PC Workstation. To Go to the Setup To go into the Setup program, press Program your display.     Shut Down Restart your computer while the HP logo appears on command in the Start...

  • Page 39: More Troubleshooting For Drives

    Setup program, accessed at startup).     from the System Tools 2 Use or Configuration Problems More Troubleshooting for Drives at startup. Programs menu. Start Advanced System Test option from HP e- Hard    ...
  • Page 40 4 If you intend to boot on CD-ROM, place (refer to the HP Setup program). DVD Drive Doesn’t Play DVD Video 1 Check that the DVD disk you are trying to play and your DVD drive have the same regional code setting.
  • Page 41 CD-ROM, DVD or CD-RW Door Does Not Open If you have difficulty removing a disk from the drive (during a power failure for example), you can use the manual eject button. For example, to eject a CD-ROM using the manual eject button: 1 With a thin, solid rod, such as the end of a paper clip, push the CD-ROM drive’s manual eject button.The below diagram shows the two possible positions of the manual eject button.
  • Page 42 2 Use or Configuration Problems More Troubleshooting for Drives...
  • Page 43 The first step in solving a problem with a PC is diagnosis. HP’s e-DiagTools helps you diagnose hardware-related problems on a HP computer. It is a series of tools designed to help you to: Distinguish between software and hardware problems •...
  • Page 44 HP e-DiagTools is supplied on the following media: The Utility Partition pre-installed on your hard disk (recommended). This does not apply to FastRaid models. The HP recovery CD-ROM that was supplied with your PC Workstation. The HP DiagTools CD-ROM. NOTE Only the Utility Partition version of e-DiagTools supports the full range of e-features.
  • Page 45 1 Quit all applications, shut down the operating system, and restart your computer. 2 After the initial splash screen with the logo, a message is displayed: Press <F10> to enter HP Utility Partition ... or any other key to proceed 3 Press the F10 key. A menu appears.
  • Page 46 3 Troubleshooting with HP e-DiagTools Running e-DiagTools from a CD-ROM Running e-DiagTools from a CD-ROM NOTE Only the Utility Partition version of e-DiagTools supports the full range of e-features. When you run e-DiagTools from a CD-ROM you will not be able to send the Support Ticket via e-mail or to update the BIOS.
  • Page 47 Running e-DiagTools from the HP Recovery CD To run e-DiagTools from this CD-ROM: 1 Insert the HP CD-ROM in your CD-ROM drive. Shut down the operating system and restart your computer. 2 Ensure that the option to start from the CD-ROM drive is enabled, and that the CD-ROM is configured to be the first device to boot from.
  • Page 48 3 Troubleshooting with HP e-DiagTools HP e-DiagTools Hardware Tests HP e-DiagTools Hardware Tests The following hardware tests can be performed from HP e-DiagTools: Hardware Detection. Automatically detects the complete hardware configuration of the system (including PC Workstation model and version, processor type, cache memory, BIOS version,...

  • Page 49: For More Information

    For More Information For more information about using HP e-DiagTools, consult the e- DiagTools User’s Guide, available in PDF format on HP’s web site www.hp.com/desktops/diagtools On this web site you can also: Download e-DiagTools • Order the HP DiagTools CD-ROM •...
  • Page 50 3 Troubleshooting with HP e-DiagTools For More Information...
  • Page 51 HP recovery CD are described below: Install Windows 2000: • To recover your HP PC to its original state as provided by HP. Windows 2000 Minimal Installation: • To install Windows 2000 with a minimal set of drivers (appropriate for advanced users only).

  • Page 52: Changing The Hard Disk

    Refer to Chapter 2 of your PC Workstation User’s Guide for information about installing hard disk drives. If the replacement hard disk drive is brand new, you will need to partition and format the drive. This can be done using the HP recovery...

  • Page 53: Other Sources Of Information

    BIOS. Troubleshooting Guide—this online guide. • You will also find complete information on available service and support at the HP World Wide Web site. To see the full set of services available, go to: www.hp.com/go/kayak...
  • Page 54 5 Other Sources of Information Documentation Set Overview...

  • Page 55: Hewlett-Packard Support And Information Services

    Hewlett-Packard Support and Information Services You can learn more about HP service and support from the support Web site: www.hp.com/go/kayaksupport...

  • Page 56: Collecting Information Before Contacting Hp Support

    PC Description The total amount of memory installed is displayed in the Setup program main menu, accessed by pressing F2 during start-up. You can also use the System Info feature of HP MaxiLife to get this information. There may be some compatibility problems with non-HP memory modules. HP supports and recommends only HP supplied memory modules.

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