Compaq hp pavilion ze4100 notebook pc User Manual
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3-10 Troubleshooting and Diagnostics Service Manual SymptomCall Center: Suggestions Repair Center: Likely Causes Repair Center: Comments Local area of dark or light discoloration visible when display is on.Caused by excessive pressure applied to area on screen.Declared to be caused by customer abuse. External display does not work.Check connections. Press Fn+F5 several times. Try display on another computer.External display. Motherboard. Hard disk Hard disk never spins.Check power source. Remove and reinstall hard drive. Check connector.Hard drive or connector. Motherboard.If drive case is damaged, drive may not operate properly. Hard disk makes clunking or scratching noise.Back up disk immediately. W as notebook or drive dropped?Hard drive. Check notebook and drive for evidence of customer abuse. Hard disk makes buzzing or whining noise.Back up disk immediately. Check hard disk installation. Check for alternate noise sources, such as PCMCIA drive or fan.Depends on noise source. Files corrupted. Run virus scan program. Check hard disk using Tools tab in disk’s Properties sheet. Test hard disk drive with e-Diagtools diagnostics. Back up files if possible, then use Recovery CDs to reformat hard disk and reinstall factory software. Disk capacity less than normal.Check hard disk using Tools tab in disk’s Properties sheet. Check partitions using Control Panel, Administrative Tools, Computer Management under Storage. Use Recovery CDs to reformat hard disk and reinstall factory software.Hard drive. Disk’s reported capacity is less than actual sizeHard disk allocates approximately 20 MB to diagnostic software. This space is unavailable for other uses, and not included in hard disk capacity reported by W indows. Floppy drive General problems. No response from floppy drive.Floppy drive. Motherboard.Make sure floppy drive is installed and connected correctly.
Service Manual Troubleshooting and Diagnostics 3-11 SymptomCall Center: Suggestions Repair Center: Likely Causes Repair Center: Comments CD/DVD drive Particular CD or DVD not playing properly.Check disk for proper insertion, dirt, or damage. Clean with soft cloth or replace as needed. If CD was created on CD-RW drive, try using HP certified media. Read and write quality can vary for other media. Cannot read any CD or DVD.Restart notebook. Make sure CD/DVD drive is installed properly.CD/DVD drive. DVD movie stops playing.DVD may be double-sided. Movie may be paused. Press Play button. Region Code error. DVDs contain embedded regional codes that prevent them from playing outside region in which they are sold. This error occurs when trying to play DVD intended for different region. Important: Most DVD drives allow region code to be changed only a limited number of times (usually no more than four). W hen this limit is reached, last change is hard-coded on DVD drive, and is permanent. Refer to DVD player software help for details.HP warranty does not cover expense of correcting this situation. “System Error: Unable to read drive” message.Make sure disk is clean, undamaged, and inserted correctly. Clean with soft cloth or replace as needed. W ait 5 to 10 seconds after closing tray before pressing Play. Restart notebook.CD/DVD drive. Motherboard.Make sure CD/DVD drive is installed properly. No DVD or CD-RW software on notebook.If software was removed, use the Recovery CDs to reinstall factory software. All DVD play is erratic.Some DVDs include software called “PC Friendly”. This software can cause errors or erratic play. If needed, uninstall PC Friendly and restart notebook. Keyboard Some or all keys do not work properly.Check settings in Control Panel.Keyboard. Motherboard.Try reinserting ribbon cable in connector on motherboard.
3-12 Troubleshooting and Diagnostics Service Manual SymptomCall Center: Suggestions Repair Center: Likely Causes Repair Center: Comments Embedded numeric keypad does not work.Press Fn+F8 to activate numeric keypad, and Lock key to turn on number lock. Avoid touching touch pad while booting or resuming.Keyboard. Motherboard. PS/2 keyboard and mouse with Y- adapter do not work.Check devices separately. Y-adapter. PS/2 device. Motherboard. Touch pad General problems. Reset notebook (see page 1- 9). Check settings in Control Panel. Make sure touch pad is enabled in Mouse Properties. By default, touch pad is disabled if external PS/2 mouse is connected, Use BIOS Setup to check settings. Avoid touching touch pad while booting or resuming.Top case. Motherboard. Special touch pad features not working.In Mouse Properties, select Synaptics PS/2 TouchPad driver. (Driver is installed from \hp\drivers ouchpad.)Top case. Motherboard. Click button does not work.Top case. Motherboard. Memory Out of memory error.Make sure C drive has adequate free space. Delete temporary and unneeded files. Use memory troubleshooter in W indows Help. Not all third-party memory cards have been tested for use with notebook.SDRAM module. Notebook does not boot after adding SDRAM.Use only DDR-266 SDRAM modules.SDRAM module. Audio No sound audible. Increase sound volume. Check whether sound is enabled (mute button and software controls). Check for sound resource conflicts in Device Manager. Test audio with e-Diagtools diagnostics.Top case. Speaker assembly. Switchboard PCA. Motherboard.Check operation using headphones or external speakers (switchboard PCA). Make sure speaker assembly cable is connected.
Service Manual Troubleshooting and Diagnostics 3-13 SymptomCall Center: Suggestions Repair Center: Likely Causes Repair Center: Comments Sound does not record.Use an external microphone (internal microphone normally not included). Check software controls. Test audio with e-Diagtools diagnostics.Switchboard PCA. Motherboard. Serial/Parallel/USB General problems. Check connections. Restart notebook. Use troubleshooters in W indows Help. Check settings in Control Panel. Check port settings in Device Manager. Test ports with e-Diagtools diagnostics. For USB: contact device vendor and HP Notebook W eb site (see page vi) for latest USB drivers. For USB: if the device is powered by the USB port, try the other port.Motherboard. Modem General problems. Check settings in Control Panel. Open hardware Device Manager. If modem is disabled, try to enable. If modem has a conflict, try disabling another device. Use analog telephone line (2, 3, or 4 wires), not PBX or digital line. In a hotel, ask for data line. Try disabling error correction and data compression. Test modem with e-Diagtools diagnostics.Motherboard.
3-14 Troubleshooting and Diagnostics Service Manual SymptomCall Center: Suggestions Repair Center: Likely Causes Repair Center: Comments LAN/network General problems. Check cables and connections. Try connecting notebook to another network station (if applicable). If green light next to LAN port does not light, LAN cable may not be connected to network or network may be down. Use networking troubleshooter in W indows Help. Check settings in Control Panel. Make sure LAN cable is Category 3, 4, or 5 for 10Base-T operation, or Category 5 for 100Base-TX operation. Maximum cable length is 100 meters (330 feet). Test LAN with e-Diagtools diagnostics.Motherboard. Infrared General problems. Infrared is disabled and no drivers installed as shipped. (Drivers are included.) Make sure line between infrared ports is not blocked, ports face each other squarely and are no more than 1 meter apart. Sunlight, heat from nearby equipment, or other sources of infrared radiation can cause transmission errors. Open Hardware Device Manager. Try to enable the infrared port. Remove any PC cards from notebook (possible IRQ conflict). For fast-IrDA, check for DMA conflict with ECP parallel port.Motherboard.
Service Manual Troubleshooting and Diagnostics 3-15 SymptomCall Center: Suggestions Repair Center: Likely Causes Repair Center: Comments Wireless General problems. Check TCP/IP setup in Control Panel. Check SSID, channel, and encryption settings.Mini-PCI card. Antenna PCAs. Motherboard.Make sure all cables are properly connected to mini- PCI card and motherboard. Check for damaged coaxial cables or connectors. One-Touch button problems Buttons not working properly.Make sure correct applications are associated with buttons in One-Touch tab of Keyboard in Control Panel.Keyboard cover. Switchboard PCA. Motherboard. On-screen display does not appear when button is pressed.Make sure Onscreen Display is enabled in One-Touch tab of Keyboard in Control Panel. PCMCIA General problems. Restart notebook. Try card in another computer. If card requires an IRQ, make sure one is available. In Device Manager, refresh device list and check for conflicts. Download current drivers from card manufacturer’s W eb site.PCMCIA socket. Motherboard.Using a flashlight, look for bent pins inside the PCMCIA socket. For model XE4500, if only one slot is affected, replace PCMCIA socket. If both slots are affected, replace motherboard. AC adapter Does not power notebook.Make sure AC adapter has correct power rating. Try another AC adapter, if available.AC adapter. Motherboard.AC adapter cannot be repaired and must be replaced. Motherboard Evidence of spilled liquid.Declared to be caused by customer abuse. Bent or broken connectors, or burnt component.Declared to be caused by customer abuse. Motherboard cracked.Declared to be caused by customer abuse. Miscellaneous Clock loses time Plug in AC adapter for 24 hours to charge CMOS battery.CMOS battery. Motherboard.Charge CMOS battery. Notebook gets abnormally hot.Always set notebook on a flat surface, so air can flow freely around and underneath it Make sure air vents are not blocked. Games and other programs that drive CPU usage toward 100% can contribute.Heatsink. Check heatsink for damage or proper fan operation. Check thermal contact between CPU and heatsink. Replace thermal pad if needed.
3-16 Troubleshooting and Diagnostics Service Manual SymptomCall Center: Suggestions Repair Center: Likely Causes Repair Center: Comments Notebook pauses or runs sluggishly.May be normal W indows behavior (background processing can affect response time). Certain operations (such as virus scanning or file browsers) can affect performance. Press Ctrl+Alt+Del to see if an application is not responding. Restart notebook. If hard disk has spun down to conserve power, it can take several seconds to spin up (you can hear this). Use Control Panel to modify hard disk power settings. Check for overheating—see previous symptom. If notebook’s hard drive frequently runs (as indicated by hard drive light on front of notebook) while notebook appears to be paused or running slowly, consider installing additional SDRAM. Make sure hard drive has adequate free space. Delete temporary and unneeded files.CPU module. Motherboard.If notebook slows after period of continuous activity, check heatsink—see previous symptom. Notebook still on but stops responding.Press Ctrl+Alt+Del and end any application not responding. Reset notebook (see page 1- 9). Accessories Port replicator problems.Check notebook’s power supply. Check settings in BIOS Setup.Port replicator. Motherboard.Port replicator is not repairable, and must be exchanged.
Service Manual Troubleshooting and Diagnostics 3-17 Diagnostic Tools This section describes the following diagnostic tools you can use for troubleshooting and repairing the notebook: • Notebook e-Diagtools diagnostic program (below). • Power-on self-test (page 3-18). • Sycard PCCtest 450 PC card (page 3-24). • Windows Management Instrumentation (page 3-25). • BIOS Setup utility (page 3-25). e-Diagtools Diagnostic Program The hardware diagnostic programs provide two levels of testing: • User-level testing using a basic hardware test. • Advanced testing using individual hardware tests. The tests are designed to run after the system reboots, so that the notebook will be in a predictable state during the tests. The tests are non-destructive, and are intended to preserve the state of the notebook. The notebook reboots when you exit the program so drivers can be loaded. Updating e-Diagtools You can download the latest version of e-Diagtools using e-Diagtools for Windows. Running e-Diagtools The following procedure describes how to run e-Diagtools. The individual steps might differ slightly for different versions of e-Diagtools. 1. Click Start > Turn Off Computer (or Shut Down), Restart. 2. When the HP logo appears, press F10 to start the diagnostic test. The first time you run the program, you are prompted to select the language for the program. 3. When the menu appears, press F2 to run e-Diagtools. 4. When the Configuration Description appears, check the list of detected hardware. 5. Run the basic test . Press F2 to start the basic hardware test. The results appear when the test is complete. 6. If you intend to exit without running the advanced tests, press F4 to view the Support Ticket. Press F3 to exit e-Diagtools. 7. Optional: run the advanced tests . Press F2 to open the advanced test screen. 8. Use the arrow keys and ENTER to select the test you want to run. Tests are listed only for detected hardware. 9. Press F2 to run the selected tests and add the results to the Support Ticket.
3-18 Troubleshooting and Diagnostics Service Manual 10. After each run, press F2 to return to the advanced test screen, or press F4 to view the Support Ticket. 11. Exit. Press F3 and then any key to exit and reboot. 12. Optional: open the Support Ticket. In Windows, click Start > All Programs (or Programs) > Hewlett-Packard > Notebook > HP e-Diagtools > e-Diagtools for Windows. 13. Click View to display the Support Ticket. 14. To add information about your problem, click Comments, type the information, and then click OK. To save or print the Support Ticket, click Save As or Print. To e-mail the Support Ticket to your support agent, click e-Mail. The first time you make an e-mail connection from this program, click Change Settings in the Connect window and enter the settings recommended by your support agent. e-Diagtools for Windows can also update the version of e-Diagtools on your notebook’s hard disk. In e-Diagtools for Windows, use the e-Diagtools menu. If you have trouble running e-Diagtools diagnostics from the hard disk, you can also run it from the Recovery CD or DVD . Boot from the CD or DVD and select the diagnostics option. Interpreting the Results The e-Diagtools diagnostic program returns test groups, error codes, and suggestions for repair and/or follow-up actions. The basic hardware test shows a recommended replacement part. To help interpret the results of the e-Diagtools tests, refer to the following: • e-Diagtools Support Ticket on page 3-18. • Replaceable Module Diagram on page 1-14 • Functional Structure Description on page 1-15 This combined information should enable you to determine which of the notebook’s components require service. Power-On Self-Test Note If Quiet Boot is enabled in BIOS Setup (the default setting), press Esc during boot to see POST messages. When the notebook boots, its system BIOS runs a series of initialization routines and diagnostic tests called POST (Power-On Self-Test). The BIOS will not boot the notebook’s operating system if the system memory, CPU, DMA, or interrupt controller fails the POST diagnostic tests. POST indicates progress by a sequence of codes; if an error occurs, the BIOS displays a message and/or issues a beep code. Note that not all POST messages indicate a failure in the notebook—some messages are for information only. You should not necessarily interpret the failure of one or more POST tests as a hardware, software, or firmware failure. If POST displays an error message or issues a beep code indicating an error, confirm the problem using other diagnostic tools.
Service Manual Troubleshooting and Diagnostics 3-19 First, confirm the failure by performing a “clean” boot, as described below. Note that if the notebook fails to restart with a clean boot, it requires repair. 1. Remove all accessories, including SDRAM modules, port replicator, PC cards, printer, external monitor, pointing device, and keyboard. 2. Provide “clean” AC power—no auto adapter or unusual AC adapter configuration. 3. Press the reset button to return the notebook to a known state. 4. Press the power button to start the notebook. If the BIOS detects a terminal error condition, it halts POST after issuing a beep code and/or displaying a message (see the following table). The beep code indicates the POST routine in which the terminal error occurred. Table 3-4. POST Terminal-Error Beep Codes Beep Codes*POST Description1 One short beep before boot.1-2 Search for option ROMs.1-1-1-3 Verify Real Mode.1-1-1-4 Disable Non-Maskable Interrupt (NMI).1-1-2-1 Get CPU type.1-1-2-3 Initialize system hardware.1-1-2-4 Disable shadow and execute code from ROM.1-1-3-1 Initialize chipset with initial POST values.1-1-3-2 Set IN POST flag.1-1-3-3 Initialize CPU registers.1-1-3-4 Enable CPU cache.1-1-4-1 Initialize caches to initial POST values.1-1-4-3 Initialize I/O component.1-1-4-4 Initialize local bus IDE.1-2-1-1 Initialize Power Management.1-2-1-2 Load alternate registers with initial POST values.1-2-1-3 Restore CPU control word during warm boot.1-2-1-4 Initialize PCI Bus Mastering devices.1-2-2-1 Initialize keyboard controller.1-2-2-3 BIOS ROM checksum.1-2-2-4 Initialize cache before memory Auto size.1-2-3-1 8254 timer initialization.1-2-3-3 8237 DMA controller initialization.1-2-4-1 Reset Programmable Interrupt Controller.1-3-1-1 Test DRAM refresh.1-3-1-3 Test 8742 Keyboard Controller (on motherboard).1-3-2-1 Set ES segment register to 4 GB.1-3-3-1 Auto size DRAM; or wrong type or no RAM installed.1-3-3-2 Initialize POST Memory Manager.1-3-3-3 Clear 512 kB base RAM.1-3-4-1 RAM failure on address line xxxx.1-3-4-3 RAM failure on data bits xxxx of low byte of memory bus.1-3-4-4 Enable cache before system BIOS shadow.1-4-1-1 RAM failure on data bits xxxx of high byte of memory bus.1-4-1-3 Test CPU bus-clock frequency.1-4-1-4 Initialize Phoenix Dispatch Manager.1-4-2-3 Warm start shut down.1-4-3-1 Shadow system BIOS ROM.1-4-3-3 Auto size cache.1-4-4-1 Advanced configuration of chipset registers.1-4-4-2 Load alternate registers with CMOS values.2-1-1-2 Initialize extended memory for RomPilot.2-1-1-3 Initialize interrupt vectors.2-1-2-2 POST device initialization.2-1-2-3 Check ROM copyright notice.2-1-2-4 Initialize I20 support.2-1-3-1 Check video configuration against CMOS.2-1-3-2 Initialize PCI bus and devices.2-1-3-3 Initialize all video adapters in system.2-1-3-4 QuietBoot start (optional).2-1-4-1 Shadow video BIOS ROM.