HP Pavilion M6 1000 Entertainment Notebook Pc Series User Guide

							13 Troubleshooting and support
81 
						

							Troubleshooting
Disc drive problems
If the disc tray fails to open normally, follow these steps:
1.Insert the end of a paper clip into the release access (1) in the front bezel of the drive.
2.Press in gently on the paper clip until the tray is released, and then pull out the tray (2) until it
stops.
3.Remove the disc (3) from the tray by gently pressing down on the spindle while lifting the outer
edges of the disc. Hold the disc by the edges and avoid touching the flat surfaces.
NOTE:If the tray is not fully accessible, tilt the disc carefully as you remove it.
4.Close the disc tray and place the disc in a protective case.
Wireless connection problems
Some possible causes for wireless connection problems include the following:
●Wireless device is not turned on.
●Wireless device is not installed correctly or has been disabled.
●Wireless device encountered interference from other devices.
●Wireless device or router hardware has failed.
NOTE:Wireless networking devices are included with select computer models only. If wireless
networking is not listed in the feature list on the side of the original computer package, you may add
wireless networking capability to the computer by purchasing a wireless networking device.
82 Chapter 13   Troubleshooting and support 
						

							Cannot connect to a WLAN
If you have a problem connecting to a WLAN, confirm that the integrated WLAN device is turned on
and properly installed on your computer.
1.If the wireless light is off or amber, press the wireless button, wireless switch, or wireless key to
turn the wireless device on.
2.Then try connecting to the WLAN again.
If you are still unable to connect, follow the steps below.
1.Select Start > Control Panel > System and Security.
2.In the System area, click Device Manager.
3.Click the arrow next to Network adapters to expand the list and show all adapters.
4.Identify the WLAN device from the Network adapters list. The listing for a WLAN device may
include the term wireless, wireless LAN, WLAN, or 802.11.
If no WLAN device is listed, either your computer does not have an integrated WLAN device, or
the driver for the WLAN device is not properly installed.
For more information about troubleshooting WLANs, see the website links provided in Help and
Support.
Cannot connect to a preferred network
You may not be able to connect to a preferred network because it is a security-enabled WLAN. You
must have the security code to connect to this type of WLAN. See the next section for additional
information.
If entering a security code is not the problem, you may have a corrupted WLAN connection. Many
times, Windows can automatically repair a corrupted WLAN connection.
●If there is a network status icon in the notification area, at the far right of the taskbar, right-click
the icon, and then click Troubleshoot problems.
Windows resets your network device and attempts to reconnect to one of the preferred
networks.
●If there is no network status icon in the notification area, follow these steps:
1. Start > Control Panel > Network and Internet > Network and Sharing Center.
2.Click Troubleshoot problems and select the network you wish to repair.
Current network security codes are unavailable
If you are prompted for a security code (or network key) or a name (SSID) when connecting to a
WLAN, the network is protected by security. You must have the current codes to make a connection
Troubleshooting 83 
						

							on a secure network. The SSID and security code are alphanumeric codes that you enter into your
computer to identify your computer to the network.
●For a network connected to your personal wireless router, review the router user guide for
instructions on setting up the same codes on both the router and the WLAN device.
●For a private network, such as a network in an office or at a public Internet chat room, contact
the network administrator to obtain the codes, and then enter the codes when prompted to do
so.
Some networks change the SSID or network keys used in their routers or access points on a
regular basis to improve security. You must change the corresponding code in your computer
accordingly.
If you are provided with new wireless network keys and SSID for a network, and if you have
previously connected to that network, follow the steps below to connect to the network:
1.Select Start > Control Panel > Network and Internet > Network and Sharing Center.
2.In the left panel, click Manage wireless networks.
A list showing the available WLANs is displayed. If you are in a hotspot where several WLANs
are active, several will be displayed.
3.Select the network in the list, right-click the network, and then click Properties.
NOTE:If the network you want is not listed, check with the network administrator to be sure
that the router or access point is operating.
4.Click the Security tab and enter the correct wireless encryption data into the Network security
key box.
5.Click OK to save these settings.
WLAN connection is very weak
If the connection is very weak, or if your computer cannot make a connection to a WLAN, minimize
interference from other devices, as follows:
●Move your computer closer to the wireless router or access point.
●Temporarily disconnect wireless devices such as a microwave, cordless phone, or cellular
phone to be sure that other wireless devices are not interfering.
If the connection does not improve, try forcing the device to reestablish all connection values:
1.Select Start > Control Panel > Network and Internet > Network and Sharing Center.
2.In the left panel, click Manage wireless networks.
A list showing the available WLANs is displayed. If you are in a hotspot where several WLANs
are active, several will be displayed.
3.Click a network, and then click Remove.
Cannot connect to the wireless router
If you are trying to connect to the wireless router and are unsuccessful, reset the wireless router by
removing power from the router for 10 to 15 seconds.
84 Chapter 13   Troubleshooting and support 
						

							If the computer still cannot make a connection to a WLAN, restart the wireless router. For details, see
the router manufacturers instructions.
Network status icon is not displayed
If the network status icon is not displayed in the notification area after you configure the WLAN, the
software driver is either missing or corrupted. A Windows “Device not Found” error message may
also be displayed. The driver must be reinstalled.
Get the latest version of the WLAN device software and drivers for your computer from the HP
website at 
http://www.hp.com. If the WLAN device you are using was purchased separately, consult
the manufacturers website for the latest software.
To get the latest version of the WLAN device software for your computer, follow these steps:
1.Open your Internet browser and go to 
http://www.hp.com/support.
2.Select your country or region.
3.Click the option for software and driver downloads, and then type your computer model number
in the search box.
4.Press enter, and then follow the on-screen instructions.
NOTE:If the WLAN device you are using was purchased separately, consult the manufacturers
website for the latest software.
Audio problems
To check the audio functions on your computer, follow these steps:
1.Select Start > Control Panel > Hardware and Sound > Sound.
2.When the Sound window opens, click the Sounds tab. Under Program Events, select any sound
event, such as a beep or alarm, and click the Test button.
You should hear sound through the speakers or through connected headphones.
To check the recording functions on your computer, follow these steps:
1.Select Start > All Programs > Accessories > Sound Recorder.
2.Click Start Recording and speak into the microphone. Save the file to your desktop.
3.Open a multimedia program and play back the sound.
To confirm or change the audio settings on your computer, select Start > Control Panel > Hardware
and Sound > Sound.
Power management problems
Some possible causes for power management problems include the following:
●Low battery levels
●AC adapter problems
Troubleshooting 85 
						

							Resolving a low battery level
Resolving a low battery level when external power is available
●Connect an AC adapter.
●Connect an optional docking or expansion device.
●Connect an optional power adapter purchased as an accessory from HP.
Resolving a low battery level when no power source is available
●Initiate Hibernation.
●Save your work and shut down the computer.
Resolving a low battery level when the computer cannot exit Hibernation
When the computer lacks sufficient power to exit Hibernation, follow these steps:
1.Replace the discharged user-replaceable battery with a charged battery, or connect the AC
adapter to the computer and to external power.
2.Exit Hibernation by pressing the power button.
Troubleshooting an AC adapter
Test the AC adapter if the computer exhibits any of the following symptoms when it is connected to
AC power:
●The computer does not turn on.
●The display does not turn on.
●The power lights are off.
To test the AC adapter:
1.Shut down the computer.
2.Remove the battery from the computer.
3.Connect the AC adapter to the computer, and then plug it into an AC outlet.
4.Turn on the computer.
●If the power lights turn on, the AC adapter is working properly.
●If the power lights remain off, check the connection from the AC adapter to the computer
and the connection from the AC adapter to the AC outlet to make sure the connections are
secure.
●If the connections are secure and the power lights remain off, the AC adapter is not
functioning and should be replaced.
Contact support for information about obtaining a replacement AC power adapter.
86 Chapter 13   Troubleshooting and support 
						

							Contacting support
If the information provided in this user guide or in Help and Support does not answer your questions,
you can contact support. For U.S. product support, go to 
http://www.hp.com/go/contactHP. For
worldwide product support, go to 
http://welcome.hp.com/country/us/en/wwcontact_us.html.
Here you can:
●Chat online with an HP technician.
NOTE:When support chat is not available in a particular language, it is available in English.
●Email support.
●Find support telephone numbers.
●Locate an HP service center.
Contacting support 87 
						

							14 Electrostatic Discharge
Electrostatic discharge is the release of static electricity when two objects come into contact—for
example, the shock you receive when you walk across the carpet and touch a metal door knob.
A discharge of static electricity from fingers or other electrostatic conductors may damage electronic
components. To prevent damage to the computer, damage to a drive, or loss of information, observe
these precautions:
●If removal or installation instructions direct you to unplug the computer, unplug it after being
properly grounded and before removing a cover.
●Keep components in their electrostatic-safe containers until you are ready to install them.
●Avoid touching pins, leads, and circuitry. Handle electronic components as little as possible.
●Use nonmagnetic tools.
●Before handling components, discharge static electricity by touching an unpainted metal surface
of the component.
●If you remove a component, place it in an electrostatic-safe container.
If you need more information about static electricity or assistance with component removal or
installation, contact support.
88 Chapter 14   Electrostatic Discharge 
						

							Index
A
AC adapter 6
action keys
decrease screen brightness
32
Help and Support 32
identifying 13
increase screen brightness 32
next track or section 32
play, pause, resume 32
previous track or section 32
radiance backlight keyboard
32
switch screen image 32
volume down 32
volume mute 33
volume up 32
wireless 33
airport security devices 55
antivirus software, using 67
audio functions, checking 26
audio-out (headphone) jack/audio-
in (microphone) jack 7, 24
B
b key, identifying 13, 24
backing up software and
information 68
backups 72
bass settings hot key 34
battery
conserving power 45
disposing 46
replacing 46
storing 45
battery bay 14, 16
battery information, finding 45
battery power 44
battery release latch 14battery temperature 45
Beats Audio 13, 24, 25, 34
Beats Audio Control Panel 25
Beats Audio hot key 26
best practices 1
BIOS
determining version 69
downloading an update 70
updating 69
Bluetooth device 17, 21
Bluetooth label 16
boot order
changing 78
buttons
left TouchPad 9, 36
optical drive eject 5
power 12
right TouchPad 9, 36
TouchPad on/off 9
C
cables
USB 50
caps lock light, identifying 10
caring for your computer 61
Certificate of Authenticity label 16
checking audio functions 26
cleaning your computer 61
components
bottom 14
display 8
front 4
left side 7
right side 5
top 9
computer, traveling 45
configuring audio for HDMI 28
connecting to a WLAN 21
connector, power 6conservation, power 45
corporate WLAN connection 21
critical battery level 45
CyberLink PowerDVD 29
D
deleted files
restoring 76
digital card
inserting 51
Digital Media Slot, identifying 4
Disk Cleanup software 58
Disk Defragmenter software 57
drive media 41
E
electrostatic discharge 88
esc key, identifying 13
external AC power, using 46
external devices 50
external monitor port 7, 27
external monitor port, identifying
24
F
fingerprint reader
using 65
fingerprint reader light 11
Fingerprint reader, identifying 12
fingerprints, registering 66
firewall software 67
flicking TouchPad gesture 40
fn key, identifying 13, 24, 34
fun things to do 2
H
hard drive
HP 3D DriveGuard 57
hard drive bay, identifying 15
Index 89 
						

							hard drive light 5
HDMI
configuring audio 28
HDMI port, connecting 27
HDMI port, identifying 7, 24
Hibernation
exiting 42
initiated during critical battery
level 45
initiating 42
high-definition devices,
connecting 27, 29
hot keys
bass settings 34
description 34
display system information 34
using 34
HP 3D DriveGuard 57
HP and third-party software
updates, installing 67
HP Connection Manager
software 18
HP Recovery Manager 76
hubs 49
I
input power 79
installing
critical security updates 67
optional security cable lock 68
integrated numeric keypad,
identifying 13, 35
integrated webcam light,
identifying 8, 24
Intel Wireless Display 29
internal microphones, identifying
8, 23
Internet connection setup 20
Internet security software, using
66
J
jacks
audio-out (headphone) jack/
audio-in (microphone) jack
7, 24
network 7
RJ-45 (network) 7K
keyboard backlight action key,
identifying 32
keyboard hot keys, identifying 34
keypad, integrated numeric 13
keys
action 13
b13, 24
esc 13
fn 13, 24
num lock 13
Windows applications 13
Windows logo 13
L
labels
Bluetooth 16
Microsoft Certificate of
Authenticity 16
regulatory 16
service 16
wireless certification 16
WLAN 16
latch, battery release 14
lights
AC adapter 6
caps lock 10
fingerprint reader 11
hard drive 5
mute 10
optical drive 5
power 5, 10
RJ-45 (network) jack 7
TouchPad 9, 11, 36
webcam 8, 24
wireless 10
M
maintenance
Disk Cleanup 58
Disk Defragmenter 57
memory module
inserting 60
removing 59
replacing 58
memory module compartment,
identifying 15
Microsoft Certificate of Authenticity
label 16mouse, external
setting preferences 30
mute light, identifying 10
N
network jack, identifying 7
num lock key, identifying 13, 35
O
operating environment 80
operating system
Microsoft Certificate of
Authenticity label 16
Product Key 16
optical disc
inserting 53
removing 53
optical drive compartment,
identifying 15
optical drive eject button,
identifying 5
optical drive light, identifying 5
optical drive, identifying 5, 24
optional external devices, using
50
original system recovery 76
P
passwords
Setup Utility (BIOS) 65
Windows 64
pinching TouchPad gesture 39
ports
external monitor 7, 24, 27
HDMI 7, 24, 27
Intel Wireless Display 29
USB 2.0 5, 24
USB 3.0 5, 7, 24
VGA 27
power
battery 44
conserving 45
power button, identifying 12
power connector, identifying 6
power lights, identifying 5, 10
power meter 43
PowerDVD 29
Product Key 16
product name and number,
computer 16
public WLAN connection 21
90 Index