Compaq hp pavilion ze4200 notebook pc User Manual

							 
Symptom 
Call Center: 
Suggestions 
Repair Center: 
Likely Causes 
Repair Center: 
Comments 
Notebook has short 
operating time when 
on battery. 
Turn down display 
brightness. 
Check timeout settings in 
Power in Control Panel. 
Check power management 
settings in BIOS Setup. Try 
default settings. 
Battery gauge might need 
calibration. Run HP Battery 
Optimizer from Start menu. 
Certain applications can 
cause excess CPU and 
power usage. (User can get 
Intel Power Monitor from 
www.intel.com and monitor 
CPU load.) 
When playing DVD movies 
on battery power, use Power 
Options in Control Panel to 
select Portable/Laptop power 
scheme. 
When using applications with 
automatic save feature (such 
as MS Word), extend save 
time or disable to reduce hard 
disk access and power 
usage. 
PCMCIA card use can affect 
battery life. Some PCMCIA 
cards draw power even while 
not in use. 
Heavy modem use can affect 
battery operating time. 
Battery. 
Motherboard. 
Battery capacity often 
decreases after a year or 
more. 
Turns off 
immediately after 
turning on. 
Battery may be extremely 
low. Plug in AC adapter or 
insert charged battery 
Battery.  
Does not run on 
battery; empty 
battery indication. 
Check battery and contacts. 
Try another battery if 
available. 
Battery or contacts. 
Motherboard. 
 
Beeps repeatedly. Notebook beeps repeatedly 
when battery is low. Connect 
AC adapter or replace 
battery. 
Battery.  
Battery does not 
charge. 
Make sure AC adapter has 
correct power rating.  
Make sure AC adapter is 
connected properly and 
battery installed properly. 
Check battery contacts. If 
available, try another battery 
and AC adapter. 
Move notebook away from 
any nearby heat source. 
Unplug AC adapter and allow 
battery to cool. Check for 
blocked air vents. 
Battery or contacts. 
AC adapter. 
Motherboard. 
Heatsink. 
Check battery and AC 
adapter. 
Check heatsink. 
3-8 Troubleshooting and Diagnostics Service Manual  
						

							 
Symptom 
Call Center: 
Suggestions 
Repair Center: 
Likely Causes 
Repair Center: 
Comments 
AC adapter does 
not power 
notebook. 
Try another AC adapter, if 
available. 
AC adapter. 
Motherboard. 
AC adapter cannot be 
repaired, and must be 
replaced. 
Battery indicator is 
inaccurate. 
Time Remaining is an 
estimate based on 
notebook’s power use at that 
moment. It therefore depends 
on current task, and assumes 
power will be used at that 
rate until battery runs out. So 
if notebook is currently using 
good deal of power (such as 
when reading CD or DVD), 
Time Remaining likely shows 
less time than actually 
remains. 
  
Standby/resume    
General problems. Close all applications before 
entering (or allowing 
notebook to enter) Standby or 
Hibernation mode. 
If problem appears after 
installing new software 
(including drivers), uninstall 
that software. Contact 
software vendor for additional 
support. 
  
Notebook resumes 
slowly from Standby 
mode. 
Notebook can take a minute 
or longer to resume if network 
card is installed. Blinking 
cursor appears while system 
is loading and checking 
hardware and network 
connections. When hardware 
is reinitialized, Windows 
desktop appears. 
  
Does not suspend 
to Standby mode as 
expected. 
Notebook won’t suspend if 
connection to another 
computer is active. 
If notebook is busy, it 
normally finishes current 
operation before suspending. 
  
Does not 
automatically enter 
Hibernation mode 
as expected. 
Make sure hibernate support 
is enabled in Power in 
Control Panel. Also, make 
sure Hibernate timeouts 
(Power Schemes tab) for AC 
and battery power are not set 
to Never. 
  
Service Manual Troubleshooting and Diagnostics 3-9  
						

							 
Symptom 
Call Center: 
Suggestions 
Repair Center: 
Likely Causes 
Repair Center: 
Comments 
Display    
Dark display, no 
light. 
Make sure notebook is turned 
on and warmed up. 
Check power supply. 
Make sure SDRAM modules 
are installed properly. 
Adjust display brightness. 
Press Fn+F5 several times. 
Try external monitor. 
Display cable 
connection. 
SDRAM modules. 
CPU module. 
Display assembly. 
Motherboard. 
Check cable connections. 
Replace SDRAM modules. 
Make sure CPU module is 
installed properly, replace 
CPU module. 
Check display cable 
connections, replace display 
assembly. 
If external monitor displays 
no image, replace 
motherboard. 
White display. Adjust display brightness. Display assembly. 
Switchboard PCA. 
 
Erratic display.  Display cable 
connection. 
Switchboard PCA. 
Display assembly. 
Motherboard. 
Check display cable 
connection. 
Bright or missing 
pixels or lines. 
See quality statement on 
page 5-2. 
Display cable 
connection. 
Display assembly. 
Check display cable 
connection. 
See quality statement on 
page 5-2. 
Punctured display.   Declared to be caused by 
customer abuse. 
Vertical crack near 
center of display. 
 Usually caused by 
closing display with 
pencil-sized object on 
keyboard. 
Declared to be caused by 
customer abuse. 
Scratched display 
glass. 
  Declared to be caused by 
customer abuse. 
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. 
Was 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. 
 
3-10 Troubleshooting and Diagnostics Service Manual  
						

							 
Symptom 
Call Center: 
Suggestions 
Repair Center: 
Likely Causes 
Repair Center: 
Comments 
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 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 size  
Hard disk allocates 
approximately 20 MB to 
diagnostic software. This 
space is unavailable for other 
uses, and not included in 
hard disk capacity reported 
by Windows. 
 
Floppy drive    
General problems. No response from floppy 
drive. Motherboard. 
Make sure floppy drive is 
installed and connected 
correctly. 
CD/DVD drive    
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. 
 
DVD movie stops 
playing. 
DVD may be double-sided. 
Movie may be paused. Press 
Play button. 
  
Check hard disk using Tools 
tab in disk’s Properties sheet. 
 
Floppy drive. 
Particular CD or 
DVD not playing 
properly. 
CD/DVD drive. 
Service Manual Troubleshooting and Diagnostics 3-11  
						

							 
Symptom 
Call Center: 
Suggestions 
Repair Center: 
Likely Causes 
Repair Center: 
Comments 
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). When 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. 
Wait 5 to 10 seconds after 
closing tray before pressing 
Play. 
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. 
Embedded numeric 
keypad does not 
work. 
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. 
Motherboard. 
 
Restart notebook. 
 
Press Fn+F8 to activate 
numeric keypad, and Lock 
key to turn on number lock. 
PS/2 device. 
3-12 Troubleshooting and Diagnostics Service Manual  
						

							 
Symptom 
Call Center: 
Suggestions 
Repair Center: 
Likely Causes 
Repair Center: 
Comments 
Touch pad   
General problems. Reset notebook (see  
page 1-21). 
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 Windows 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. 
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. 
 
 
Service Manual Troubleshooting and Diagnostics 3-13  
						

							 
Symptom 
Call Center: 
Suggestions 
Repair Center: 
Likely Causes 
Repair Center: 
Comments 
Serial/Parallel/USB    
General problems. Check connections. 
Restart notebook. 
Use troubleshooters in 
Windows 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 
Web 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  
						

							 
Symptom 
Call 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 Windows 
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  
						

							 
Symptom 
Call 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 
Web 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  
						

							 
Symptom 
Call Center: 
Suggestions 
Repair Center: 
Likely Causes 
Repair Center: 
Comments 
Notebook pauses or 
runs sluggishly. 
May be normal Windows 
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 1-21). 
  
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