HP Omnibook Xe3 Service Manual

							HP OmniBook XE3 Troubleshooting and Diagnostics 3-1
This chapter includes troubleshooting and diagnostic information for testing the functionality of the
notebook, and for identifying faulty modules:
 · Troubleshooting information
  Troubleshooting the problem (page 3-3).
  Verifying the repair (page 3-3).
  Suggestions for troubleshooting (page 3-4).
 · Diagnostic tools
  DiagTools diagnostic program (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 3-30). 
						

							3-2 Troubleshooting and Diagnostics HP OmniBook XE3
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.
 
 Figure 3-1. Basic Troubleshooting Steps
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. 
						

							HP OmniBook XE3 Troubleshooting and Diagnostics 3-3
Troubleshooting the Problem
Record pertinent information about the notebook:
 · 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 the possible causes.
  The DiagTools diagnostic program tests most of the notebook’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 3-4 shows how you can use these tools to isolate the cause of the
notebook’s problem.
  The troubleshooting suggestions on page 3-5 include general suggestions for repairing units
that show specific failure symptoms.
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 notebook 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 notebook, so that you can
restart it in a known state.
Verifying the Repair
Before returning the repaired notebook to the customer, verify the repair by running the following
tests:
 · 
DiagTools Basic Diagnostic Test. Run the basic test of the DiagTools diagnostic program
(page 3-17).
 –and–
 · 
Function Tests. Run tests that check the repaired function, such as in the DiagTools diagnostic
program (page 3-17).
 –and–
 · 
Failed Tests. Run any other tests that failed during troubleshooting. 
						

							3-4 Troubleshooting and Diagnostics HP OmniBook XE3
Suggestions for Troubleshooting
  Table 3-1. Scope of Diagnostic Tools
FunctionDiagToolsPower-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
BatteryDescribes
DisplayTests
(Video menu)Describes
Hard diskTests
(IDE menu)Tests Describes Configures
Floppy driveTests
(FDD menu)Tests Describes Describes
KeyboardTests
(KBD menu)Tests Describes
AudioTests (System,
Misc menus)Configures
SerialTests*
(Misc menu)Describes Configures
ParallelTests*
(Misc menu)Describes Configures
LANTests**
(User menu)Describes
ModemTests**
(User menu)
Infrared
Tests†
(Misc menu)Describes Configures
PS/2 port
Tests† (KBD,
Misc menus)
USB
Tests†
(USB menu)Describes
Docking portTests
(using docks)
PCMCIATests
(Misc menu)Tests Describes
AC adapterStatus
Docking
productsTests ports and
internal busStatus Configures
CD-ROM
driveTests
(IDE menu)Tests (with
boot CD)Describes Configures
Other plug-in
modulesDescribes
* The diagnostic test is more thorough if you use a loop-back connector.
** 3Com modem only; 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. 
						

							HP OmniBook XE3 Troubleshooting and Diagnostics 3-5
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 1-18 and the table on page 1-18.
Startup
Does not boot on
AC or battery.Check power source.
Press system-off switch to
reset notebook, then press
blue standby button to turn
notebook on.
Unplug AC adapter, remove
battery, remove any PC
cards, undock, then
reconnect power and try
again.
Remove all but one SDRAM
module and try again.
Reinsert any other SDRAM
modules and try again.AC adapter.
SDRAM module.
CPU module.
Video PCA.
Motherboard.
Display assembly.
Hard drive.Check AC adapter. Remove
any SDRAM modules and try
again.
If power status light does not
turn on, 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
switchboard PCA, replace
motherboard.
If power status light and
display turn on and 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.Make sure battery is properly
installed and fully charged.
Check battery contacts. If
available, try another battery.Battery or contacts.
Motherboard.
Does not boot from
floppy drive.Make sure floppy disk is
bootable.
Make sure floppy drive is
installed correctly.
Use BIOS Setup to check
boot order and make sure
floppy boot is enabled as first
boot device.Floppy drive or
contacts.
Motherboard. 
						

							3-6 Troubleshooting and Diagnostics HP OmniBook XE3
SymptomCall Center:
Suggestions
Repair Center:
Likely Causes
Repair Center:
Comments
Does not boot from
CD-ROM or DVD in
CD-ROM/DVD
drive.Make sure CD-ROM or DVD
is bootable.
Use BIOS Setup to check
boot order and make sure
CD-ROM/DVD Drive is
enabled as first boot device.
Restart notebook.
Test DVD drive with
DiagTools diagnostics.CD-ROM/DVD drive
module.
Motherboard.
Error message such
as “Invalid system
disk” or “Auto IDE
error”.Check for disk in floppy drive.
Check boot order in BIOS
Setup.
Remove and reinstall hard
drive.Hard drive contacts.
Hard drive.If notebook 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 hard drive.
Delete temporary and
unneeded files.Use suggestions shown at
left.
Password forgotten. Verify proper ownership, then
follow removal procedure
with owner and record
appropriate data. See
page 5-1.User must call Technical
Support and provide proof of
ownership. Password
removal is restricted to
certain sites. See page 5-1.
Power/Battery
No power. Make sure charged battery is
installed or AC adapter
connected.
Try another battery or AC
adapter if available.AC adapter.
Battery.
Motherboard.
Does not run on
battery; empty
battery indication.Check battery and contacts.
Try another battery if
available.Battery or contacts.
Motherboard.
Notebook beeps. Notebook beeps for 15
seconds when battery is low.
Connect AC adapter or
replace battery.Battery.
Notebook turns off
immediately after
turning on.Battery is probably extremely
low. Connect AC adapter or
replace battery.Battery.
Battery does not
charge.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 down. Check
for blocked air vents.Battery or contacts.
AC adapter.
Motherboard.
Heatsink assembly.Check battery and AC
adapter.
Check heatsink assembly.
AC adapter does
not power
notebook.Try another AC adapter, if
available.AC adapter.
Motherboard.AC adapter cannot be
repaired, and must be
replaced. 
						

							HP OmniBook XE3 Troubleshooting and Diagnostics 3-7
SymptomCall Center:
Suggestions
Repair Center:
Likely Causes
Repair Center:
Comments
Battery has short
operating time.Turn down display
brightness.
Check Intel SpeedStep
Technology settings in BIOS
Setup Power menu. Try
default setting.
Check settings in Power
Management in Control
Panel.
Certain applications can
cause excess CPU and
power usage. (User can get
Intel Power Monitor from
www.intel.com and monitor
CPU load.)
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.
Battery indicator is
inaccurate.Time Remaining is an
estimate based on how
quickly the notebook is using
power at that moment. It
therefore depends on the
current task, and assumes
power will be used at the
same rate until the battery
runs out. So, for example, if
the notebook is performing a
task requiring a good deal of
power (such as reading from
a CD-ROM or DVD), the
value will probably show too
little time remaining.
Display
Dark display, no
light.Make sure notebook is
turned on.
Check power supply.
Adjust display brightness.
Press Fn+F5 several times.
Make sure SDRAM modules
are installed properly.
Make sure video PCA is
installed properly.
Make sure CPU module is
installed properly.
Try external monitor.Display cable
connection.
SDRAM modules.
Video PCA.
CPU module.
Display assembly.
Motherboard.Set DIP switch on video PCA
to match label on display
(see page 2-19).
Check cable connection.
Replace SDRAM modules.
Replace CPU module.
Replace display assembly.
If external monitor displays
no image, replace
motherboard. 
						

							3-8 Troubleshooting and Diagnostics HP OmniBook XE3
SymptomCall Center:
Suggestions
Repair Center:
Likely Causes
Repair Center:
Comments
White display. Adjust display brightness. Display assembly.
Switchboard PCA.
Erratic display. Display cable
connection.
Video PCA.
Display assembly.
Motherboard.
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.
External display
does not work.Check connections.
Press Fn+F5 several times.
Check settings in BIOS
Setup.Motherboard.
Display difficult to
read or part of
desktop not visible.Check display resolution
(default is 800 × 600 for
12.1-in displays, 1024 × 768
for others).
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 drive 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 drive immediately.
Check hard drive installation.
Check for alternate noise
sources, such as PCMCIA
drive or fan.Depends on source of
noise.
Files are corrupted. Run virus scan program.
Check disk surface by
running Scandisk (Windows
98) or by using Tools tab in
disk’s Properties sheet
(Windows 2000).
Test hard disk drive with
DiagTools diagnostics.
Use 
Recovery CD, to restore
original factory software.Use suggestions shown at
left.
Drive capacity is
less than normal.Check disk surface by
running Scandisk (Windows
98) or by using Tools tab in
disk’s Properties sheet
(Windows 2000).
Check partitions using FDISK
(Windows 98) or Control
Panel, Administrative Tools,
Computer Management
under Storage (Windows
2000).Hard drive. Use suggestions shown at
left.
Recreate Hibernate partition,
then partition and format
disk. 
						

							HP OmniBook XE3 Troubleshooting and Diagnostics 3-9
SymptomCall Center:
Suggestions
Repair Center:
Likely Causes
Repair Center:
Comments
Floppy drive
General problems. Make sure floppy drive is
installed correctly.
Check settings in BIOS
Setup.Floppy drive module
or contacts.
Motherboard.
Drive does not write
to 1.44-MB floppy
disks.Make sure floppy disk is not
write-protected.Floppy drive module.
Drive reads from
but does not write
to 720- or 360-KB
floppy disks.Make sure floppy disks are
not write-protected.
Format floppy disks using
DOS “format /f:720” or
“format /f:360” command.Floppy drive module.
CD-ROM/DVD
Particular
CD-ROM/DVD not
playing properly.Check disk for dirt or
damage, and clean with soft
cloth or replace.
DVD movie stops
playing.DVD may be double-sided.
Movie may be paused. Press
Play button.
Region Code error. DVD is intended for different
world region.
“System Error:
Unable to read
drive” message.Make sure disk is clean and
inserted correctly.
Wait 5 to 10 seconds after
closing tray before pressing
Play.
Restart notebook.
Make sure CD-ROM/DVD
drive is installed properly.CD-ROM/DVD drive
assembly.
Motherboard.
Keyboard
Some or all keys do
not work properly.Check settings in BIOS
Setup.Keyboard.
Motherboard.Try reinserting ribbon cable
in connector on motherboard.
External keyboard
does not work.Check settings in BIOS
Setup.External keyboard.
Motherboard.
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.
Top case.
Motherboard. 
						

							3-10 Troubleshooting and Diagnostics HP OmniBook XE3
SymptomCall Center:
Suggestions
Repair Center:
Likely Causes
Repair Center:
Comments
Touch pad
General problems. Slide and hold power button
four seconds to reset
notebook.
Avoid touching touch pad
while booting or resuming.
Check settings in Control
Panel. Make sure touch pad
is enabled in Mouse
Properties.
Make sure touch pad is
enabled in BIOS Setup.
Check pointing stick settings
in Control Panel.Top case.
Motherboard.
Click button does
not work.Top case.
Motherboard.
Mouse
External PS/2
mouse doesn’t
work.Check connection.
Put notebook in standby
mode or shut down before
attaching mouse.
Install all drivers included
with mouse.
Restart notebook.Mouse.
Top case.
Motherboard.
Audio
No sound is
audible.Increase sound volume
(Fn+Up arrow, software
controls, volume control up
button).
Make sure sound is enabled
(software controls).
Check for sound resource
conflicts in Device Manager.
Sound may not operate
properly in MS-DOS mode.
Check speaker cable
connection.Top case.
Motherboard.Check operation using
headphones or external
speakers.
Built-in microphone
does not record.Check software controls for
recording sound.
Make sure switchboard PCA
is connected properly.
Test audio with DiagTools
diagnostics.Switchboard PCA.
Top case.
Motherboard.Check operation using
external microphone.
PC card detection
beep at startup is
loud and cannot be
adjusted.Download latest audio driver
from technical support area
of HP Notebook web site
(see page vii).