HP Omnibook 6000 6100 Service Manual

							HP Omnibook 6000/6100 Troubleshooting and Diagnostics 3-1
3 
Troubleshooting and Diagnostics
This chapter includes troubleshooting and diagnostic information for testing the functionality of the
Omnibook and identifying faulty modules:
 · Troubleshooting information
  Troubleshooting the problem (page 3-3).
  Verifying the repair (page 3-4).
  Suggestions for troubleshooting (page 3-5).
 · Diagnostic tools
  Omnibook e-Diagtools diagnostic program (older models include Diagtools) (page 3-17).
  Power-on self-test (page 3-24).
  Sycard PCCtest 450 PC Card (page 3-27).
  Desktop Management Interface (page 3-28).
  BIOS Setup utility (page 3-29). 
						

							3-2 Troubleshooting and Diagnostics HP Omnibook 6000/6100
Troubleshooting
The suggestions in this section can help isolate and repair the cause of a problem. To ensure quality
repair, HP recommends that you follow the basic troubleshooting steps shown in the illustration
below.
 
Check the customers description
of the problem and any supporting
information.
Try to duplicate the customers
problem.
Troubleshoot the problem using:
  - Diagnostic tools.
  - Troubleshooting suggestions.
Verify the repair by testing the
functionality of the complete unit.
Check for customer abuse.
 
 Figure 3-1. Basic Troubleshooting Steps 
						

							HP Omnibook 6000/6100 Troubleshooting and Diagnostics 3-3
Checking for Customer Abuse
Some units may appear to have been damaged by customer abuse. Use these guidelines to help
determine if this is the case:
 · If the shipping box is seriously damaged, customer abuse cannot be declared.
 · If the damage could have a cause other than customer abuse, customer abuse cannot be declared.
 · If the unit shows any of the following, customer abuse is declared:
  Missing parts.
  Broken plastic parts.
  Parts not original to the unit.
  Damaged or missing keys on the keyboard.
Table 3-2 includes additional criteria for determining customer abuse to specific parts of the unit.
  Important
 
Parts damaged by customer abuse are not covered by the warranty.
Troubleshooting the Problem
Record pertinent information about the unit:
 · Model and serial number.
 · Operating system and version.
 · BIOS version.
 · Accessories and peripherals used.
Analyze the problem:
 · 
Observe Symptoms. Using the customer’s information, try to duplicate the problem. Determine
how the problem differs from proper behavior. Also, take note of the functions that do work
properly.
 · 
Separate Problems. If there is more than one symptom, separate them into distinct problems.
 · 
Consider Causes. Keep in mind possible causes for each problem. Use the diagnostic tools and
troubleshooting suggestions to help find possible causes.
  The e-Diagtools diagnostic program tests most components of the Omnibook’s components
using automatic and interactive tests, and will be your primary troubleshooting tool. Other
tools include the power-on self-test, DMI/Toptools (if installed), the BIOS Setup utility, and
the Sycard PCCtest. The table on page 3-5 shows how you can use these tools to isolate the
cause of the computer’s problem.
  The troubleshooting suggestions on page 3-6 include general suggestions for repairing units
with specific failure symptoms. 
						

							3-4 Troubleshooting and Diagnostics HP Omnibook 6000/6100
Swapping modules that may be defective with others known to be good is generally an ideal way to
find the module responsible for the problem. A failure symptom is rarely caused by more than one
module, so you will not usually need to replace more than one module to correct a particular failure.
After you replace a module, the computer will normally be in a confused state and lock up when you
apply power. If this happens, press the system-off switch: this resets the computer and starts it in a
known state.
Verifying the Repair
Before returning the repaired unit to the customer, verify the repair by running the following tests:
 · 
Basic Diagnostic Test. Run the basic test of the e-Diagtools diagnostic program (page 3-17).
 –and–
 · 
Function Tests. Run tests that check the repaired function, such as in the e-Diagtools diagnostic
program (page 3-17).
 –and–
 · 
Failed Tests. Run any other tests that failed during troubleshooting. 
						

							HP Omnibook 6000/6100 Troubleshooting and Diagnostics 3-5
Suggestions for Troubleshooting
  Table 3-1. Scope of Diagnostic Tools
Functione-Diagtools/
Diagtools‡
Power-On
Self-Test
Sycard
PCCtest 450
DMI/Toptools
(if installed)
BIOS Setup
BootupTests Describes Configures
ProcessorTests
(System menu)Tests Describes
MemoryTests
(Memory menu)Tests Describes Describes
BatteriesTests (CMOS
battery only)Describes
(W in 98 only)
DisplayTests
(Video menu)Describes
Hard diskTests
(IDE menu)Tests Describes Configures
Floppy driveTests
(FDD menu)Tests Describes Describes
KeyboardTests
(KBD menu)Tests Describes
PointerTests
(Misc menu)Describes Configures
AudioTests (System,
Misc menus)
SerialTests*
(Misc menu)Describes Configures
ParallelTests*
(Misc menu)Describes Configures
LANDescribes
ModemTests**
(User menu)
Wireless
InfraredDescribes Configures
PS/2 port
Tests† (KBD,
Misc menus)
USB
Tests†
(USB menu)Describes
Docking portTests (System
menu, using
docks)
PCMCIATests*†
(Misc menu)Tests Describes
AC adapterStatus
Docking
productsTests ports and
internal busStatus Configures
Plug-in
modulesDescribes
‡ This table describes the scope of e-Diagtools tests. Diagtools tests may vary slightly.
* The diagnostic test is more thorough if you use a loop-back connector.
** The test checks only the internal hardware up to the mini-PCI card, and does not check the mini-
PCI panel or any external cabling.
†Use an appropriate external device to exercise the port. See the help text for the tests in the menu. 
						

							3-6 Troubleshooting and Diagnostics HP Omnibook 6000/6100
If you cannot isolate the cause of a problem using the above diagnostic tools, use the suggestions in
the following table to help find the problem.
 Table 3-2. Troubleshooting Suggestions
SymptomCall Center:
Suggestions
Repair Center:
Likely Causes
Repair Center:
Comments
To help determine likely causes, check to see what replaceable modules are involved in the system function and
what roles they play. See the figure on page 1-14 and the table on page 1-15.
Startup
Does not boot on
AC or battery.Check the power source.
Press the system-off switch
to reset the computer. Press
the blue sleep button to turn
the computer on.
Unplug the AC adapter and
remove all batteries, then
reconnect power.
Remove all but one SDRAM
modules and try again.
Reinsert any other SDRAM
modules and try again.AC adapter.
SDRAM module.
CPU module.
Power supply PCA.
Display interface
PCA.
Motherboard.
Display assembly.
Hard drive.Check AC adapter. Remove
any SDRAM modules and
retry.
If power status light does not
turn on, reprogram BIOS,
replace power supply PCA,
replace motherboard.
If power status light turns on
but display remains off, try
external monitor. If monitor
shows successful boot,
replace display assembly. If
monitor shows activity but
BIOS does not complete,
replace display assembly. If
monitor is blank, replace
display interface PCA,
replace display interface,
replace motherboard.
If power status light and
display turn on, BIOS
completes, but OS does not
start from hard disk or from
floppy drive, replace CPU
module, then motherboard. If
OS starts from floppy drive,
reload hard drive, replace
hard drive.
Beeps once, spins
hard disk, repeats,
but does not boot.SDRAM module. Make sure at least one
SDRAM module is installed.
Does not boot on
battery, but boots
on ac.Check battery level on
battery LEDs.
Check battery contacts. If
available, try another battery.Battery or contacts.
Motherboard.
Does not boot from
floppy drive.Make sure the floppy disk is
bootable.
Make sure the floppy drive is
installed or connected
correctly.
Use BIOS Setup to check the
boot order and to make sure
that floppy boot is enabled.
Try using alternate
connection (with or without
floppy cable).Floppy drive or
contacts.
Floppy cable.
Motherboard. 
						

							HP Omnibook 6000/6100 Troubleshooting and Diagnostics 3-7
SymptomCall Center:
Suggestions
Repair Center:
Likely Causes
Repair Center:
Comments
Does not boot from
a CD or DVD in the
CD/DVD driveMake sure the CD or DVD is
bootable.
Use BIOS Setup to check the
boot order.
Restart the computer.
Test the DVD drive with the
e-Diagtools diagnostics.CD/DVD drive
module.
Motherboard.
Error message
such as “Invalid
system disk” or
“Auto IDE error”.Check for a disk in floppy
drive.
Check boot order in BIOS
Setup.
Remove and reinsert hard
drive.Hard drive contacts.
Hard drive.If unit boots from floppy drive,
check for corrupt files on
hard drive, reload hard drive,
replace hard drive.
Sluggish startup or
shutdown.Run ScanDisk and Disk
Defragmenter to check and
optimize the hard drive.
Delete temporary and
unneeded files.Use the suggestions shown
at left.
Password has been
forgotten.Verify proper ownership, then
follow the removal procedure
with the owner and log the
appropriate data—see page
5-1.The user must call Technical
Support and provide proof of
ownership. Password
removal is restricted to
certain sites. See page 5-1.
Power/Battery
Short battery
operating time.Turn down display
brightness.
Check power management
settings in BIOS Setup. Try
the default settings.
Shut down and restart.
During boot at the F2 prompt,
press F6. This starts a
process that recalibrates the
battery gauge, possibly
improving operating time.
W hen the discharge cycle
ends, you may have to
unplug and reconnect the AC
adapter to begin recharging.
Certain applications can
cause excess power usage.
(User can get the Intel Power
Monitor from www.intel.com
and monitor CPU load.)
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 the AC adapter,
insert a charged battery, or
plug in a secondary battery.Battery. 
						

							3-8 Troubleshooting and Diagnostics HP Omnibook 6000/6100
SymptomCall Center:
Suggestions
Repair Center:
Likely Causes
Repair Center:
Comments
Does not run on
battery; empty
battery indication.Check the battery and
contacts. If one is available,
try another battery.Battery or contacts.
Motherboard.
Battery does not
charge.Check the power source.
Check the battery contacts. If
available, try another battery
and AC adapter.
Move the computer away
from any nearby heat source.
Unplug the AC adapter and
allow the battery to cool
down. Check for blocked air
vents.Battery or contacts.
AC adapter.
Motherboard.
Heatsink.Check battery and AC
adapter.
Check heatsink.
Secondary battery
does not charge.Check the power source.
Make sure main battery is
fully charged. If not,
secondary battery will not
charge.
Check contacts on second
battery.Second battery or
contacts.
Motherboard.
Battery indicator is
inaccurate.The Time Remaining is an
estimate based on how
quickly the computer is using
power at the moment. It
therefore depends on the
current task, and assumes
that power will be used at the
same rate until the battery
runs out. So, for example, if
the computer is performing a
task requiring a good deal of
power (such as reading from
a CD or DVD), the value will
probably show too little time
remaining.
Display
Dark display, no
light.Adjust display brightness.
Press Fn+F5 several times.
Try external monitor.Display cable
connection.
Display assembly.
Motherboard.Set DIP switch on display
interface PCA to match label
on display cable. Reprogram
EEPROM for display type—
see page 2-31.
Check the cable connection.
Replace the display
assembly.
If an external monitor
displays no image, replace
the motherboard.
W hite display. Adjust display brightness. Display assembly.
Display interface
PCA.
Erratic display. Display cable
connection.
Display assembly.
Bright or missing
pixels or lines.See quality statement on
page 5-2.Display cable
connection.
Display assembly.See quality statement on
page 5-2. 
						

							HP Omnibook 6000/6100 Troubleshooting and Diagnostics 3-9
SymptomCall Center:
Suggestions
Repair Center:
Likely Causes
Repair Center:
Comments
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 an
area on the screen.Declared to be caused by
customer abuse.
Hard disk
Hard disk never
spins.Check the power source.
Remove and reinsert the
hard drive. Check the
connector.Hard drive or
connector.
Motherboard.If the drive case is damaged,
the drive may not operate
properly.
Hard disk makes
clunking or
scratching noise.Back up the drive
immediately.
W as the computer or drive
dropped?Hard drive. Check the computer and
drive for evidence of
customer abuse.
Hard disk makes
buzzing or whining
noise.Back up the drive
immediately.
Check for alternate noise
sources, such as a PCMCIA
drive or fan.
If a keystroke causes the
sound to change, it may be
from the power supply PCA.Depends on the
source of the noise.
Files are corrupted. Run the VirusScan program.
Check the disk surface by
running Scandisk (W indows
95/98) or by using the Tools
tab in the disk’s Properties
sheet (W indows 2000).
Test the hard disk drive with
the e-Diagtools diagnostics.
Use the 
Recovery CD to
restore original factory
software.Use the suggestions shown
at left.
Drive capacity is
less than normal.Check the disk surface by
running Scandisk (W indows
95/98) or by using the Tools
tab in the disk’s Properties
sheet (W indows 2000).
Check partitions using FDISK
(W indows 95/98) or Control
Panel, Administrative Tools,
Computer Management
under Storage (W indows
2000).Hard drive. Use the suggestions shown
at left.
Recreate the Hibernate
partition, then partition and
format the disk. 
						

							3-10 Troubleshooting and Diagnostics HP Omnibook 6000/6100
SymptomCall Center:
Suggestions
Repair Center:
Likely Causes
Repair Center:
Comments
Floppy drive
General problems. Make sure floppy drive
module is installed or
connected correctly.
Try using alternate
connection (with or without
floppy cable).
Check settings in BIOS
Setup.Floppy drive module
or contacts.
External floppy drive
cable.
Motherboard.
Floppy drive does
not work as 3-mode
drive.3-mode drive is not
supported when the drive is
connected to a dock.External floppy drive
cable.
Floppy drive module.
Keyboard
Some or all keys do
not work properly.Check settings in BIOS
Setup.Keyboard.
Power supply PCA.
Motherboard.Try reinserting the flex cable
in the connector on the
power supply PCA.
PS/2 keyboard and
mouse with Y-
adapter do not
work.Check devices separately. Y-adapter.
PS/2 device.
Motherboard.
Pointing stick
General problems. Slide and hold the power
button four seconds to reset
the computer.
Check settings in Control
Panel. Make sure pointing
stick is enabled in Mouse
Properties.
Make sure the pointing stick
is enabled in BIOS Setup.Keyboard.
Power supply PCA.
Motherboard.Try reinserting the flex cable
in the connector on the
power supply PCA or
motherboard.
Special pointing
stick features not
working.In Mouse Properties, select
the Synaptics PS/2
TouchPad driver. (The driver
is installed from the directory
\hp\Drivers\Touchpad.)Keyboard assembly.
Power supply PCA.
Motherboard.
Touch pad
General problems. Slide and hold the power
button four seconds to reset
the computer.
Check settings in Control
Panel. Make sure touch pad
is enabled in Mouse
Properties.
Make sure the touch pad is
enabled in BIOS Setup.
Check pointing stick settings
in Control Panel.Top case.
Power supply PCA.
Motherboard.
Special touch pad
features not
working.In Mouse Properties, select
the Synaptics PS/2
TouchPad driver. (The driver
is installed from the directory
\hp\Drivers\Touchpad.)Top case.
Motherboard.
Click button does
not work.Top case.
Motherboard.