PC Troubleshooting Guide

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Table of Contents

Repairing Software Problems ......................................................... 1

PC Repair Overview .................................................................................1
Restarting Your PC ....................................................................................1
Turning Off Your PC ..................................................................................1
Updating Drivers ......................................................................................2
Microsoft System Restore ...........................................................................2
Application Recovery and Driver Recovery ..................................................2
System Recovery Overview........................................................................3
Creating System Recovery Discs .................................................................4
Creating a Recovery Tools CD....................................................................4
Running System Recovery from Recovery Discs.............................................5
Running System Recovery from the Hard Disk Drive ......................................5

Hard Disk Drive Space ................................................................... 6

Troubleshooting ............................................................................. 7

PC Troubleshooting Guide iii

iv PC Troubleshooting Guide
Repairing Software NOTE: If you are replacing a hard disk drive, you
only have to run the System Recovery.
Problems
The PC uses the operating system and installed Additionally, your PC may include a Software
software programs during normal operation. If Repair Wizard (select models only). You can
your PC works improperly or stops because of the use this wizard to access many of the repair
software, you may be able to repair it. methods described in this chapter, including:
Some software repairs are as simple as restarting • Creating System Recovery discs
your PC, and others require performing a System • Microsoft System Restore
Recovery from files on your hard disk drive.
• Application Recovery and Driver Recovery
Your hard disk drive contains a System Recovery • System Recovery
image that includes all the software files that were
You can start the Software Repair Wizard by clicking
originally installed on your PC at the factory. In the
Start, All Programs, PC Help & Tools, and then
unlikely event that you need to recover your system,
Software Repair Wizard.
it is easy to do so using this recovery image.
Since all the necessary information is contained in
the System Recovery image on your hard disk drive, Restarting Your PC
recovery discs are not included in the accessory box. Restarting is the simplest repair method for your PC.
As a backup, you can make your own copy of this When you restart, the PC reloads the operating system
system recovery image onto CD or DVD discs as and software into its memory.
described in “Creating System Recovery Discs“ later To restart your PC:
in this document.
1 Close all open programs and windows.
You should also make a Compaq Recovery Tools CD.
2 Click Start.
This CD contains utilities that allow you to make
changes to your hard disk drive. See “Creating a 3 Choose Turn Off Computer.
Recovery Tools CD“ for more information. 4 Click Restart.

NOTE: It is important that you perform the PC repair Turning Off Your PC
methods in the order described in this document.
When you turn off your PC and then turn it on again,
you force the PC to reload the operating system into
PC Repair Overview its memory, which clears some tracking information.
This may eliminate some problems that can remain
This section lists the available methods to fix your PC after performing a restart.
if you are experiencing software problems. Detailed
instructions about each method are in the sections that To turn off your PC:
follow. You must perform the procedures in the order 1 Close all open programs and windows.
listed here.
2 Click Start.
• Restarting your PC 3 Choose Turn Off Computer.
• Turning off your PC 4 Click Turn Off.
• Updating drivers 5 Start your PC by pressing the On button.
• Microsoft System Restore
• Application Recovery and Driver Recovery
• System Recovery

PC Troubleshooting Guide 1
Updating Drivers To start a System Restore:

A driver is a software program that allows your PC to 1 Close all open programs.
communicate with an attached device, such as a 2 Click Start.
printer, a hard disk drive, a mouse, or a keyboard. 3 Choose All Programs.
Complete the following procedure to update a driver, 4 Choose Accessories.
or to revert to an earlier version of the driver if the 5 Choose System Tools.
new one does not solve your problem.
6 Click System Restore.
1 Click Start, right-click on My Computer, and 7 Click Next.
then click Properties. The System Properties
8 Follow the onscreen instructions.
window displays.
2 Click the Hardware tab, and then Device
To manually add Restore Points:
Manager. The Device Manager displays.
3 Click the plus sign (+) to expand the device whose 1 Close all open programs.
driver you want to update or rollback, (for 2 Click Start.
example, Keyboard). Right-click the specific item 3 Choose All Programs.
(for example, PS-2 Keyboard), and then select
4 Choose Accessories.
Properties. The Properties window for the
selected device displays. 5 Choose System Tools.
4 Click Update Driver or Rollback Driver, and 6 Click Create a Restore Point.
follow the onscreen instructions. 7 Click Next.
8 Follow the onscreen instructions.
Microsoft System Restore
® ® For more information about software restore points:
Microsoft Windows XP includes a feature that allows
you to restore your PC configuration to that of a 1 Click Start.
previous time when a current software problem did 2 Click Help and Support. The Help and Support
not exist. The feature does this by creating a “restore Center displays.
point” where it records the PC settings at that time
3 Type system restore into the Search box, and then
and date.
click Search.
When you add programs by clicking Add New
Programs in the Add or Remove Programs window
Application Recovery and Driver
(accessed by clicking Start, Control Panel, and
then Add or Remove Programs), the operating Recovery
system automatically creates a restore point before it If an individual factory-installed driver or software
adds the new software. You can also set them program (also known as an application) accidentally
manually. gets erased or damaged, you can reinstall the
If you experience a problem that you think may be software program using the Compaq Application
due to software on your computer, use System Restore Recovery program (select models only).
to return the PC to a previous restore point.
NOTE: To ensure your PC includes the program,
WARNING: Always use this System Restore perform steps 3 through 5 of the following procedure.
procedure before using the Compaq PC If Compaq Application Recovery is listed in the PC
System Recovery program. Help & Tools folder, your PC includes the program.

2 PC Troubleshooting Guide
 PC. Some data files may be difficult to find after the
NOTE: Do not use the Application Recovery program
System Recovery, so it is best to back up all hard
to reinstall software programs that came on CDs or
disk drive files before performing a System
DVDs included in the PC box. Reinstall these programs
Recovery.
directly from the CDs or DVDs.
• Full System Recovery — This option completely
erases and reformats the hard disk drive — this
To start an Application Recovery or Driver Recovery:
includes deleting all data files you have created.
1 Close all applications and folders (skip to step 3 if The full System Recovery reinstalls the operating
you are recovering a driver). system, programs, and drivers from the recovery
2 Uninstall the damaged application: image or discs. However, you must reinstall any
software that was not installed on the PC at the
a Click Start, Control Panel, and then Add or
factory. This includes software that came on CDs
Remove Programs.
included in the PC accessory box, and software
b Select the program you want to remove, and programs you installed since your purchase.
then click Change/Remove.
3 Click Start.
NOTE: If your PC has a blank or corrupted hard disk
4 Choose All Programs. drive, you will see only the full System Recovery
5 Choose PC Help & Tools. option.
6 Click Compaq Application Recovery.
7 Click Application Installation or
Driver Installation, and then click Next. NOTE: If your PC includes an HP Personal Media
8 Select the driver or application program to install, Drive (select models only), you must remove it before
and then click Install. starting the System Recovery program.
9 Repeat steps 7 and 8 to install other drivers or
applications. Additionally, you have to choose from the following
methods for performing a system recovery:
10 When you have finished recovering applications or
drivers, close the Application Recovery program. • Recovery Image — Run the recovery from a
Then click Start, Turn Off Computer, and then recovery image stored on your hard disk drive. The
Restart to restart the PC. recovery image is a file that contains a copy of the
original software. To perform a system recovery
WARNING: Do not skip this last step. You from the recovery image on your hard disk drive,
must restart the PC when you are finished see “Running System Recovery from the Hard Disk
recovering applications or drivers. Drive.”

NOTE: The recovery image uses a portion of the

System Recovery Overview hard disk drive that cannot be used for data
storage.
After you have tried the previously mentioned methods
of repairing your system software, you can run the
System Recovery program as a last resort to reinstall • Recovery Discs — Run the recovery from a set of
the operating system and the application software. recovery discs (CDs or DVDs) that you create from
files stored on your hard disk drive. To create
System recovery provides two recovery options: recovery discs, perform the procedure in the next
• Standard Recovery — This option recovers section.
factory-shipped programs, drivers, and the
operating system without affecting any data files
that you may have created since purchasing this

PC Troubleshooting Guide 3
Creating System Recovery Discs 4 Choose PC Help & Tools.
5 Click Compaq Recovery CD-DVD Creator.
Complete the procedure described in this section to
The Recovery CD/DVD Creator window appears.
create a set of system recovery discs from the recovery
image stored on your hard disk drive. This image 6 Follow the onscreen instructions. Label each disc as
contains the operating system and software program you make it (for example, Recovery 1, Recovery 2).
files that were originally installed on your PC at the Store the System Recovery discs in a safe place.
factory.
Creating a Recovery Tools CD
You can only use one set of recovery discs for your
PC. The recovery discs you create can only be used In addition to system recovery discs, you can create a
with your PC. Recovery Tools CD. The Recovery Tools CD can be
used to:
After creating the recovery discs, you can delete the
recovery image if you would like to make extra space • Read instructions to use each utility on the Recovery
available on your hard disk drive. Tools CD.
• Start the System Recovery program from the
NOTE: Do not delete the recovery image unless you recovery partition.
have made recovery CDs or DVDs. • Remove the System Recovery partition from your PC
hard disk drive to increase space for data.
Choosing recovery disc media • Create a new data partition on your PC hard disk
drive.
There are several advantages to using DVDs instead
of CDs when creating recovery discs: • Start the Microsoft Recovery Console (a utility from
Microsoft that can perform operating system
• DVDs have a faster data transfer rate. DVD diagnostics and repairs).
recovery discs restore the original data faster than
CD recovery discs.
WARNING: Before using the Compaq
• DVD recovery discs take less time to create than CD Recovery Tools CD to change your hard
recovery discs. disk drive, create System Recovery discs as
• DVDs have greater capacity than CDs, so there are described in the previous section. You
fewer discs to record and store. cannot make System Recovery discs after
To create recovery discs, your PC must have a CD or you remove the System Recovery partition.
DVD Write drive, or other drive that can write to CDs
or DVDs. You must create a Recovery Tools CD before you can
use any of these utilities.
The number of discs in the recovery disc set depends
on your PC model. The program that creates the discs To create or start the Recovery Tools CD:
tells you the number of blank discs needed to make 1 Click Start.
the set. The process takes some time, including up to 2 Choose All Programs.
15 minutes per disc, to verify that the information
3 Choose PC Help & Tools.
written on the disc is correct.
4 Click Compaq Recovery Tools CD. The tools
You can quit the process at any time. The next time window appears.
you run the program, it begins where you left off.
5 Follow the onscreen instructions.
To create System Recovery discs: Store the Recovery Tools CD in a safe place.
1 Close all open programs.
2 Click Start.
3 Choose All Programs.

4 PC Troubleshooting Guide
Running System Recovery from • If your PC hard disk drive is blank or corrupted,
press R to perform a full System Recovery. Insert
Recovery Discs
the remaining recovery discs when directed.
This section contains the procedure for performing a
system recovery from the recovery discs you created WARNING: The Full System Recovery option
as described in “Creating System Recovery Discs.” deletes any data files you created or
To run the System Recovery program using recovery programs that you installed after purchase.
discs: Be sure to back up any data that you want
to keep onto a removable disc.
1 If the PC works, create a backup CD or DVD
containing all data files that you want to save.
8 Insert the next disc if prompted.
Remove the backup disc from the disc tray when
you are finished. 9 When the recovery program finishes, remove the
2 Insert recovery disc #1 into the appropriate drive last disc.
tray (CD or DVD) and close the tray.
NOTE: If the message Please Insert Login Advanced
3 Turn off the PC: Installation Disc Number 1 and Restart is displayed
• If the PC works: Click Start, Turn Off at the end of a full System Recovery, remove the
Computer, and then Turn Off. recovery disc from the drive tray, and restart the
Or PC. You do not need to insert the referenced disc.
• If the PC is not responding: Press and hold the 10 Click Restart to restart the PC.
On button approximately 5 seconds until the PC
11 After the PC restarts, a series of startup screens
turns off.
appears. To proceed with the initial Microsoft
4 Disconnect all peripheral devices from the PC except Windows setup, you must answer a few questions.
the monitor, the keyboard, and the mouse.
12 Complete the PC startup, finish the registration
5 Disconnect or remove all external drives and process, and wait until you see the desktop. Then,
remove the HP Personal Media Drive if your PC turn off the PC, reconnect all peripheral devices,
includes one. and turn on the PC.
6 Press the On button to turn on the PC. 13 Reinstall software not originally installed on the PC
7 The PC starts the recovery from the recovery disc. by the factory.
Follow the onscreen instructions when they are 14 Copy data files from the backup disc to your hard
displayed. disk drive.
• For standard recovery, press R. Choose Next to
proceed with the System Recovery. Choose Yes Running System Recovery from
to start the recovery. Insert the remaining the Hard Disk Drive
recovery discs when directed.
Choose one of the following procedures to reinstall the
Or software from the recovery image on your hard disk
• For full System Recovery, press F. Choose Yes to drive:
perform a full System Recovery. Insert the
remaining discs when directed. • Starting System Recovery if the PC is responding
Or • Starting System Recovery if the PC is not
responding

PC Troubleshooting Guide 5
Starting System Recovery if the PC is 4 During the startup, do the following to enter the
responding System Recovery program:
When the black screen with the Compaq logo
1 Turn off the PC. Remove the HP Personal Media appears, press the F10 key on the keyboard. (You
Drive if your PC includes one. Disconnect all have only a few seconds to press the F10 key
peripheral devices from the PC except the monitor, before the normal startup process continues.)
the keyboard, and the mouse. Turn on the PC.
5 The PC starts the recovery; wait for the onscreen
2 Click Start on the taskbar, choose All Programs, instructions to display, and then follow those
choose PC Help & Tools, and then click
instructions.
Compaq System Recovery.
You are prompted to confirm that you have WARNING: The Full System Recovery option
performed the Microsoft System Restore and Driver deletes any data files you created or
Rollback. programs that you installed after purchase.
Be sure to back up any data that you want
• If you have not performed the Microsoft System
Restore and Driver Rollback, click Microsoft to keep onto a removable disc.
System Restore and follow the onscreen 6 Complete the PC startup, finish the registration
instructions. process, and wait until you see the desktop. Then,
• If you have performed the Microsoft System turn off the PC, reconnect all peripheral devices,
Restore and Driver Rollback, click Yes to start and turn on the PC.
the recovery process, and then continue with
step 3.
3 Follow the onscreen instructions.
Hard Disk Drive Space
Compaq Presario desktop PCs with the Windows XP
WARNING: The Full System Recovery option
operating system preinstalled may appear to have a
deletes any data files you created or hard disk drive smaller than what is stated in the
programs that you installed after purchase. product specifications, documentation, or on the box.
Be sure to back up any data that you want
Hard drives are described and advertised by
to keep onto a removable disc. manufacturers in terms of decimal (base 10) capacity.
Windows and other programs, such as FDISK, use the
4 Complete the PC startup, finish the registration
binary (base 2) numbering system.
process, and wait until you see the desktop. Then,
turn off the PC, reconnect all peripheral devices, In decimal notation, one megabyte (MB) is equal to
and then turn on the PC. 1,000,000 bytes, and one gigabyte (GB) is equal to
1,000,000,000 bytes. In the binary numbering
Starting System Recovery if the PC is not system, one megabyte is equal to 1,048,576 bytes,
responding and one gigabyte is equal to 1,073,741,824 bytes.
Because of the different measuring systems, you may
1 Turn off the PC. If necessary, press and hold the On
see a difference between the size reported by
button until the PC turns off.
Windows, and the size advertised. The storage
2 Remove the HP Personal Media Drive if your PC capacity of the hard disk drive is as advertised.
includes one. Disconnect all peripheral devices
from the PC except the monitor, the keyboard, Windows reports smaller capacity in the Windows
and the mouse Explorer tool and in the My Computer window
because it only shows information about one partition
3 Press the On button to turn on the PC.
on the hard disk drive at a time. The first partition
contains the System Recovery information.

6 PC Troubleshooting Guide
Troubleshooting The tables appear in this order:
• Audio
For solutions to problems that may occur when using
the PC, refer to the following troubleshooting pages. • CD-ROM, CD-RW, DVD-ROM, or DVD Writer
Drive
Symptom describes the sign or warning message • Diskette (Floppy) Drive
for the type of problem.
• Display (Monitor)
Possible cause identifies one or more reasons • Hard Disk Drive
why the symptom may have occurred.
• Hardware Installation
Solution describes what you should do to try to • Internet Access
solve the problem.
• Keyboard and Mouse
Look up the description of the symptom or problem, • Power
and try the solution listed.
• Memory
Some of the symptoms listed may not apply to your • Miscellaneous
PC. For problems relating specifically to the monitor
or printer, refer to the equipment documentation.

Audio
Symptom Possible cause Solution
No sound is Volume is muted. Press the Mute button on the keyboard to see if the mute feature
produced. is turned on.
Or
1 Click Start, and then click Control Panel.
2 Click Sounds, Speech, and Audio Devices, if it is
present, and then double-click Sounds and Audio
Devices.
3 Click the Mute check box to remove the check mark from
the box.
Volume is turned down. Use the keyboard controls to increase the volume.
Speakers are turned off. Check whether speakers are turned on.
Speaker cables are not properly Turn off your PC, and reconnect the speakers.
connected.
PC is in standby mode. Press the Standby button (select models only), or press the Esc
key on the keyboard to resume from standby mode.
A passive speaker system is Replace the speaker system with an active speaker system.
being used. Active speakers have a power cord and On button and connect
to the Audio Out (green) connector on the PC.
Headphones are plugged in. Unplug the headphones.

PC Troubleshooting Guide 7
CD-ROM, CD-RW, DVD-ROM, or DVD Writer Drive
Symptom Possible cause Solution
CD-ROM, CD-RW, Disc is upside down in Reinsert the disc with the label facing up.
DVD-ROM, the drive tray.
DVD+RW/+R,
DVD drive takes longer Wait at least 30 seconds to let the DVD drive determine the type of
DVD-RW/–R, or
to start because it has to media. If it still does not start, read the other solutions listed in this topic.
double-layer
determine media type
DVD+R drive
being played.
cannot read a
disc or takes too Disc is dirty. Clean the disc with a CD cleaning kit, available from most PC stores.
long to start. Windows does not Driver program may be corrupted. Force the software to reinstall it by
detect CD-ROM or doing the following:
DVD-ROM driver. 1 Click Start, and then click Control Panel.
2 Click Performance and Maintenance, if it is present, and then
double-click System.
3 Click the Hardware tab, and then click the Device Manager
button.
4 Click the plus sign (+) next to the DVD/CD-ROM drives, and select the
problem drive.
5 Click the Action menu item, and select Uninstall. Click OK.
6 Restart your PC: Click Start, click Turn Off Computer, and then
click Restart.
Cannot remove a The PC is turned off. Turn on your PC, and press the Eject button to extend the tray.
CD or DVD disc.
Cannot create Problem with disc. • Make sure the label is face up and centered in the tray.
(burn) a disc. • Verify that you are using the correct disc type (media) for the drive.
Try a different brand of disc.
• Make sure the disc is clean and undamaged. If recording stopped
during a recording session, the disc may be damaged; use a
different disc.
• Use the correct type of disc for the type of files you are recording.
When using a CD-R disc, make sure that it is blank when recording
music and is blank or appendable (with space to add more data files)
when recording data.
• Verify that you are using the correct disk type when making a copy of
a disc. Some recording programs can record only to the same disc
type as the source. For example, you can record a DVD only to a
DVD+R/–R or a DVD+RW/–RW disc, and you can record a CD only
to a CD-R or a CD-RW disc.
Problem with drive. • Make sure the disc is in the correct drive.
• Make sure you select the correct drive before recording.
• Make sure the recording disc tray is clean and undamaged.
• Select a slower write speed for the recording drive, if it is available.

8 PC Troubleshooting Guide
CD-ROM, CD-RW, DVD-ROM, or DVD Writer Drive (continued)

Symptom Possible cause Solution

Cannot create Problem with PC • Some recording software does not let you add a track if it exceeds the
(burn) a disc. operation. available space on your disc. You can make space available by
(continued) removing one or more tracks from the list before recording the files to
disc.
• Close all software programs and windows before recording.
• Make sure you have enough space available on your hard disk drive
to store a temporary copy of the content.
• If you are on a network, copy the files from a network drive to your
hard disk drive first, and then record them to disc.
• Enable Direct Memory Access (DMA) on your PC.
• Restart the PC and try again.
Cannot add data Wrong recording option Make sure you set the correct recording option.
to a DVD. being used.
Cannot play a Problem with disc. • Use a CD-R, not a CD-RW disc.
music CD on a • Try a different brand of disc, or check to see if the brand of disc works
stereo. with your stereo. Refer to the documentation that came with your stereo
or player and check the manufacturer’s Web site.
• Use a CD instead of a DVD. Audio files on a DVD can be played on
your PC, but you cannot create a music DVD to be played in a home
CD player.
Problem with file type. Convert .mp3 or .wma audio files to .wav or .cda music files before
recording.
Titles of music Not connected to The PC must be connected to the Internet for the artist, title, and track
tracks do not Internet. information to appear when playing your music CDs.
appear on Note that this information is not recorded on the disc.
the CD.
An error message Video capture device You may need to select the capture device if your PC has both an analog
appears when not selected. and a digital video capture device. Refer to the Help menu in the video
capturing video. capturing program to find out how to change the video device selection.
Cannot play a Movie recorded using Your DVD player cannot play video files recorded onto the DVD as data
DVD movie on a wrong file format. files. To play a movie properly, use a video recording program such as
DVD player. WinDVD.
Problem with recording Some video files can be viewed on a PC, but not on a home DVD video
method. player.

PC Troubleshooting Guide 9
Diskette (Floppy) Drive (Select Models Only)
Symptom Possible cause Solution
PC is unable to read the A non-formatted diskette has To format the diskette:
diskette (floppy disk). been inserted. 1 Click Start, and then click My Computer.
2 Right-click the 3½ Floppy (A:) icon.
3 Select Format.
4 Select the desired options, and click Start to begin
formatting the diskette.
Diskette is damaged. Use a new diskette.
Diskette drive has failed. Press the Help ? button on the keyboard to open the Help
and Support Center, or refer to the Warranty and Support
Guide to contact Support for replacement details.
Diskette drive activity light Diskette is improperly Remove the diskette, and reinsert it: Insert the diskette with
stays on. inserted. the round metal disk facing down and the arrow on the top
pointing into the drive, and then push the diskette in until it
stops.
Diskette drive is damaged. Press the Help ? button on the keyboard to open the Help
and Support Center, or refer to the Warranty and Support
Guide to contact Support for replacement details.
Diskette drive cannot save Diskette is full or the file is Use another diskette or compress the file to reduce its size.
(write) information to the too big.
diskette. Diskette is write protected. Slide the write-protection tab to the unlocked position on the
diskette.
File Save command was not When saving information to the diskette drive, verify that
properly executed. you are using the correct drive letter.
Diskette is damaged. Replace the diskette.
Diskette is not formatted. To format the diskette:
1 Click Start, and then click My Computer.
2 Right-click the 3½ Floppy (A:) icon.
3 Select Format.
4 Select the desired options, and click Start to begin
formatting the diskette.

10 PC Troubleshooting Guide
Display (Monitor)

NOTE: If you encounter display (monitor) problems, refer to the documentation that came with your monitor and
to the common causes and solutions listed in this table.

Symptom Possible cause Solution

Screen is blank, and Monitor power cable is not Reconnect the power plug on the back of the monitor and
monitor power light is connected to the monitor or on the wall outlet.
not lit. to the wall outlet.
Monitor is off (not Press the On button on the front of the monitor.
turned on).
Screen is blank. Screen saver is enabled. Press any key or move the mouse to make the screen
display visible again.
PC is in standby mode. Press the Standby button (select models only), or press the
Esc key on the keyboard to resume from standby mode.
PC is in hibernation mode or Press the On button to turn on the PC.
is off.
Monitor connector cable is Inspect the monitor video connector for bent pins. If no pins
not properly connected to are bent, reconnect the monitor connector cable on the
the back of the PC. back of the PC.
Images on the screen are The screen resolution setting Adjust the monitor resolution setting in Windows:
too large or too small, or may not be set to your liking 1 Right-click the desktop, and then select Properties.
the images are fuzzy. or may not be the best for 2 Select the Settings tab.
your monitor.
3 Drag the Screen Resolution slider to adjust the
resolution as needed.

Hard Disk Drive

Symptom Possible cause Solution
PC seems to be locked up Program in use has stopped Use the Windows Task Manager to close any programs not
and not responding. responding to commands. responding or to restart the PC:
1 Press the Ctrl, Alt, and Delete keys on the keyboard at
the same time.
2 Select the program that is not responding, and click
End Task.
Or
Click Shut Down, and then click Restart.
If this does not work, press the On button for 5 or more
seconds to turn off the PC. Then, press the On button.
Hard disk drive error Part of hard disk drive has Press the Help ? button on the keyboard to open the Help
message displays. failed or is about to fail. and Support Center, or refer to the Warranty and Support
Guide to contact Support for replacement details.

PC Troubleshooting Guide 11
Hardware Installation
Symptom Possible cause Solution
A new device is Device driver is not Install the device driver from the CD or diskette provided with the device, or
not recognized installed. download and install the driver from the device manufacturer’s Web site.
as part of the You may need an updated driver for Windows XP. Contact the device vendor
system. directly for an update.
For HP peripherals, visit the HP Web site. Refer to the Warranty and Support
Guide for details.
Device connector is not Ensure that the device is properly and securely connected and that the pins in
seated or connected the connector are not bent down.
properly.
Cable(s) of new external Ensure that all cables are properly and securely connected and that the pins in
device are loose, or the cable or connector are not bent.
power cables are
unplugged.
Power switch of new Turn off the PC, turn on the external device, and then turn on the PC to
device is not turned on. integrate the device with the PC system.
When the system Restart the PC, and follow the instructions for accepting the changes.
advised you of changes
to the configuration, you
did not accept them.
A Plug and Play card Deselect the automatic settings in the operating system for the card, and choose
may not automatically a basic configuration that doesn’t cause a resource conflict.
configure when added if You can also reconfigure or disable devices to resolve the resource conflict.
the default configuration
conflicts with other
devices.
New device Cannot install new You must be logged in as the computer administrator to install or uninstall a
does not work. device driver. device driver. To switch users, click Start, click Log Off, and then click
Switch User; choose the computer administrator user. (The computer
administrator is usually the user Owner.)
New or A hardware device To resolve a device conflict, you may need to disable one of the devices or
existing device conflict exists. uninstall an old device driver:
does not work 1 Click Start, and click Control Panel.
after installing 2 Click Performance and Maintenance, if it is present.
a new device.
3 Double-click the System icon, and select the Hardware tab.
4 Click the Device Manager button.
5 Click the plus sign (+) next to the problem device and check for exclamation
points in a yellow circle near the device icon. The exclamation point means
there is a device conflict or problem with the device. Exclamation points do
not always appear when a device is not working properly.
6 If there is an old or unnecessary device driver listed in the Device Manager,
this may be causing the device conflict. To uninstall the old driver for the
new device driver to work properly, do the following: Right-click the device,
click Uninstall, and then click OK.
7 Right-click the device and select Properties.
8 If available, click the Resources tab to verify that there is a device conflict.
9 Click the General tab to see if your device is enabled and working
properly. If it is available, click the Troubleshoot button, and follow the
onscreen instructions in the device troubleshooter wizard.
10 Restart the PC. Click Start, click Turn Off Computer, and then click
Restart.

12 PC Troubleshooting Guide
Internet Access
Symptom Possible cause Solution
Cannot connect to the Internet service provider Verify Internet settings, or contact your ISP for assistance.
Internet. (ISP) account is not set up
properly.
Modem is not set up Reconnect the modem, verifying connections.
properly. Note that your PC may also have an Ethernet network
interface (also called a network interface card, or NIC) that
connects to a local area network (LAN). Although it looks
similar to the modem connector, the RJ-45 Ethernet network
connector is not the same. Verify that you are using the
modem connector. Do not connect a telephone cable to the
NIC. Do not plug a network cable into a telephone service
line; doing so may damage the NIC.
Web browser is not set up Verify that the Web browser is installed and set up to work
properly. with your ISP.
ISP may temporarily be Try to connect again later, or contact your ISP for assistance.
unavailable.
Cannot automatically start You must log in to your ISP Log in to your ISP, and start the desired program.
Internet programs. before some programs will
start.
Internet takes too long to Modem is not set up Verify that the correct modem speed and COM port are
download Web sites. properly. selected:
1 Click Start, and then click Control Panel.
2 Click Printers and Other Hardware, if it is present.
3 Double-click Phone and Modem Options.
4 Select the Modems tab, and then click the Properties
button.
5 In the Device status area, verify the modem is working
properly.
6 In the Device usage area, verify the modem is enabled.
7 If there are further problems, click the Troubleshoot
button, and follow the onscreen instructions.
The AOL program comes The PC is still trying to use You may want to remove the AOL program.
up even when it is not AOL for Internet access. To uninstall AOL:
being used. 1 Click Start on the taskbar.
2 Click Control Panel.
3 Double-click Add or Remove Programs.
4 Select America Online, click Change/Remove, and
then follow the onscreen instructions.
NOTE: Removing the AOL program will not cancel your
account with AOL.

PC Troubleshooting Guide 13
Keyboard and Mouse
Symptom Possible cause Solution
Keyboard commands and Keyboard connector is not Turn off the PC by using the mouse, reconnect the keyboard
typing are not recognized properly connected. to the back of your PC, and turn on your PC.
by the PC. Program in use has stopped Restart or turn off your PC using the mouse.
responding to commands.
Keyboard is damaged. Press the Help ? button on the keyboard to open the Help
and Support Center, or refer to the Warranty and Support
Guide to contact Support for replacement details.
Cursor will not move using The Num Lock key may Press the Num Lock key. The Num Lock light should not be on
the arrow keys on the be on. if you want to use the arrow keys in the number keys group.
keypad.
The keyboard Print button Some programs do not Use the Print menu item in the program.
does not work. recognize the Print button.
Wireless keyboard does Keyboard batteries are low Replace the batteries in the wireless keyboard; refer to the
not work after installation or empty. documentation that came with your wireless set.
or is not detected.
Mouse does not Mouse connector is not Turn off your PC using the keyboard:
respond to movement properly plugged into the 1 Press the Ctrl and Esc keys on the keyboard at the same
or is too slow. back of the PC. time to display the Start menu.
2 Use the up arrow or down arrow key to select Turn Off
Computer, and then press the Enter key on the
keyboard.
3 Use the up arrow or down arrow key to select Turn Off,
and then press the Enter key.
After the shutdown is complete, plug the mouse connector
into the back of your PC, and turn on your PC.
Program in use has stopped Restart your PC by using the keyboard. If possible, save any
responding to commands. open files and close open applications before restarting.
Surface in use for rollerball- Use a mouse pad or other rough surface for the mouse.
type mouse is too smooth.
Mouse moves only Mouse rollerball is dirty. Remove rollerball cover from bottom of mouse and clean the
vertically or horizontally. ball with a damp, lint-free cloth (not paper).
Mouse is damaged. Press the Help ? button on the keyboard to open the Help
and Support Center, or refer to the Warranty and Support
Guide to contact Support for replacement details.
Mouse does not work after Mouse is not connected Try unplugging and then reconnecting the mouse cable to
installation or is not properly. your PC.
detected.
Wireless mouse batteries Replace the batteries in the mouse. Refer to the
are low or empty. documentation that came with your wireless set.

14 PC Troubleshooting Guide
Keyboard and Mouse (continued )
Symptom Possible cause Solution
Optical mouse does not The optical sensor uses the Place the mouse on a mouse pad or white sheet of paper.
track cursor well. pattern of the surface to
track the position of the
cursor. Reflective surfaces,
grooved surfaces, glass, or
other see-through surfaces
inhibit the ability of the
sensor to track the cursor.
Mouse sensor is dirty. Wipe the light sensor lens on the bottom of the mouse with a
lint-free cloth (not paper).
Mouse cursor moves The wireless mouse moves Adjust the mouse speed in Windows.
too fast. the cursor more quickly than
a standard mouse.

Power
Symptom Possible cause Solution
PC will not turn on or start. PC is not securely connected Ensure that cables connecting the PC to the external power
to an external power source. source are plugged in properly.
Green power supply light on When the cables connecting the PC to the external power
back of PC is out. source are plugged in properly and the wall outlet is
functioning, the green power supply light should be on; if the
light is not on, refer to the Warranty and Support Guide to
contact Support.
Monitor is not connected or Connect the monitor to the PC, plug it in, and turn it on.
is not on.
Line voltage selection switch Set the line voltage selection switch to the correct setting for
is not in the proper position your country/region, or refer to the Warranty and Support
for your country/region Guide to contact Support.
(115V
/230V
).
Wall outlet is defective. Test the outlet by connecting a different electrical device to
the outlet.
Wrong memory modules Reinstall the old memory to return your PC to its original state.
were used in an upgrade, or Refer to the Upgrading and Servicing Guide for instructions.
memory modules were
installed in the wrong
location.
Hard disk drive is damaged. Press the Help ? button on the keyboard to open the Help
and Support Center, or refer to the Warranty and Support
Guide to contact Support for replacement details.
After an upgrade or repair, Reseat drive power, data, and power supply cables. See the
the drive power, data, or Upgrading and Servicing Guide for instructions.
power supply cables may
not be properly connected.

PC Troubleshooting Guide 15
Power (continued )
Symptom Possible cause Solution
Invalid system disk A diskette has been left in the When drive activity stops, remove the diskette and press
Or drive during startup. the spacebar. The PC should start up.
Non-System disk or disk
error message displays.
PC appears locked up and PC is not working. Press and hold the On button until the PC turns off.
won’t turn off when the On
button is pressed.
PC powered off The PC temperature was The PC is in an exceedingly hot environment. Let it
automatically. exceeded. cool down.
Ensure PC air vents are not blocked and internal fan is
running. Note that your PC may not have an internal fan.
The PC temperature was Replace cover or access panel, and let the PC cool down
exceeded because the PC was before attempting to turn on power to the PC.
functioning with the cover or
access panel removed.
Processor or system fan has Refer to the Warranty and Support Guide to contact
failed. Support for replacement details. Note that your PC may
not have an internal fan.

Memory
Symptom Possible cause Solution
Insufficient memory All memory in the PC is being Close all open programs, and then try desired task again.
message is displayed. used by open programs, and Or
memory is needed for a Restart your PC:
desired task.
1 Click the Start button.
2 Click Turn Off Computer.
3 Select Restart.

Miscellaneous
Symptom Possible cause Solution
PC date and time display RTC (real-time clock) battery First, reset the date and time in your operating system by
is incorrect. may need to be replaced. using the Control Panel. If the problem persists, replace the
Battery life is approximately battery. See the Upgrading and Servicing Guide for
3–5 years. instructions, or refer to the Warranty and Support Guide to
contact Support for replacement details.
Printer has problems. Printer will not print correctly If you encounter printer problems, refer to the
or at all. documentation that came with your printer.

Printed in

16 PC Troubleshooting Guide