HP Z800 Owners Manual

							●After installing a non-plug and play (PnP) expansion board or other option (such as a diskette drive),
reconfigure the workstation.
●Are all necessary device drivers installed?
●Have all printer drivers been installed for each application?
●Have you removed diskettes, optical disks, and USB drive keys from the drives before powering
on the workstation?
●Are you running the latest version of BIOS, drivers, and software?
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							HP troubleshooting resources and tools
This section provides information on the HP Help and Support Center, E-support, and Helpful Hints for
troubleshooting.
HP Help and Support Center
The HP Help and Support Center is a customized HP user interface that enhances the Windows XP
Help and Support Center Help feature. This customized utility allows you to access specific information
about your HP Workstation such as configuration information by clicking Start > Help and Support
Center. The interface also provides customized help and support links to the HP Web site related to
your HP Workstation.
NOTE:The customized HP Help and Support Center is not available on Windows XP Professional
x64 Edition or on Linux.
NOTE:Currently, HP Help and Support Center does not work on Windows Vista.
E-support
Online access and support resources include Web-based troubleshooting tools, technical knowledge
databases, driver and patch downloads, online communities, and product change notification services.
The following Web sites are also available to you:
●
http://www.hp.com—Provides useful product information.
●
http://www.hp.com/support/workstation_manuals—Provides the latest online documentation.
●
http://www.hp.com/go/workstationsupport—Provides technical support information for
workstations.
●
http://www.hp.com/support—Provides a listing of the worldwide technical support phone numbers.
Access the telephone numbers by visiting the Web site, then select your region, and click Contact
HP in the upper-left corner.
●
http://www.hp.com/support/workstation_swdrivers—Provides access to software and drivers for
workstations.
Troubleshooting a problem
To help you troubleshoot problems with your system, HP provides the Business Support Center (BSC).
The BSC is a portal to an extensive selection of online tools. To access BSC and troubleshoot a problem
with the workstation, complete the following:
1.Visit 
http://www.hp.com/go/workstationsupport.
2.Under the Business Support Center menu on the left, select Troubleshoot a problem.
3.Under Select your product (center window), select Workstations (under personal
computing).
4.Under Select your product, continue with selections as appropriate to the workstation series and
model, and to the problem you are troubleshooting.
Instant Support and Active Chat
HP Instant Support is a set of Web-based support tools that automate and speed up the resolution of
desktop computing, tape storage, and printing problems.
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							Active Chat enables you to electronically submit a support ticket to HP over the Web. When you submit
a support ticket, Active Chat collects information about the computer and pass it to an online support
specialist. The collection of information might take up to 30 seconds depending on the computer
configuration. When you submit a support ticket, you receive a confirmation message containing your
case ID, the support hours for your location, and the estimated time of response.
For more information about HP Instant Support and Active Chat and how to use them, visit
http://www.hp.com/hps/hardware/hw_professional.html.
NOTE:This feature is not available on Windows XP Professional x64 Edition or on Linux.
Customer Advisories, Customer and Security Bulletins, and Customer Notices
To find advisories, bulletins, and notices:
1.Visit 
http://www.hp.com/go/workstationsupport.
2.Select the desired product.
3.Under Resources for , select See more….
4.Under Self-Help resources: in the center of the window, choose the desired action and appropriate
information in the scroll list to view the index.
Product Change Notifications
Product Change Notifications (PCNs) are proactive notifications for product changes occurring within a
30-60 day window of the effective date of the change in the manufacturing process. PCNs give
customers advanced notice of changes to their product, such as an updated BIOS version that they may
need to qualify prior to the change taking place. The latest PCNs are located at: 
http://www.hp.com/go/
workstationsupport.
Helpful hints
If you encounter a problem with the workstation, monitor, or software, the following provides a list of
general suggestions that help you isolate and focus on the problem before taking further action.
At startup
●Verify that the workstation and monitor are plugged into a working electrical outlet.
●Remove all diskettes, optical disks, and USB drive keys from the drives before powering on the
workstation.
●Verify that the workstation is turned on and the green power light is on.
●If you have installed an operating system other than the factory-installed operating system, check
to be sure that it is supported on your system by visiting 
http://www.hp.com/go/quickspecs.
●Verify that the monitor is turned on and the green monitor light is on.
●Turn up the brightness and contrast controls of the monitor if the monitor is dim.
●If the workstation has multiple video sources and only a single monitor, the monitor must be
connected to the source selected as the primary VGA adapter. During startup, the other monitor
connectors are disabled; if the monitor is connected to one of these ports, it will not function after
Power-on Self Test (POST). You can select the default VGA source in Computer Setup (F10).
ENWW HP troubleshooting resources and tools 171 
						

							During operation
●Look for blinking LEDs on the front of the workstation. The blinking lights are error codes that will
help you diagnose the problem. Refer to the Diagnostic lights and audible (beep) codes section of
this document for information on interpreting diagnostic lights and audible codes.
●Press and hold any key. If the system beeps, then your keyboard is operating correctly.
●Check all cables for loose or incorrect connections.
●Wake the workstation by pressing any key on the keyboard or the power button. If the system
remains in suspend mode, shut down the system by pressing and holding the power button for at
least four seconds, then press the power button again to restart the system. If the system does not
shut down, unplug the power cord, wait a few seconds, then plug it in again. If it does not restart,
press the power button to start the workstation.
●Reconfigure the workstation after installing a non–plug and play expansion board or other option.
Refer to the Hardware installation problems section of this document for instructions.
●Be sure that all required device drivers have been installed. For example, if you have connected
a printer, you must install a printer driver.
●If you are working on a network, plug another workstation with a different cable into the network
connection. There might be a problem with the network plug or cable.
●If you recently added new hardware, remove the hardware and verify if the workstation functions
properly.
●If you recently installed new software, uninstall the software and verify if the workstation functions
properly.
●If the screen is blank, plug the monitor into a different video port on the workstation if one is
available. Alternatively, replace the monitor with a monitor that you know is working properly.
●Upgrade the BIOS. A new release of the BIOS might have been released that supports new features
or fixes your problem.
●For more detailed information, see the troubleshooting chapter in the Service and Technical
Reference Guide at 
http://www.hp.com/support/workstation_manuals.
Customizing the monitor display
You can manually select or change the monitor model, refresh rates, screen resolution, color settings,
font sizes, and power management settings. To do so, right-click the desktop, then click Properties to
change display settings. For more information, see the online documentation provided with the graphics
controller utility or the documentation that came with your monitor.
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							Troubleshooting scenarios and solutions
This section presents an extensive overview of various troubleshooting scenarios and possible solutions
for a Windows-based workstation.
NOTE:For Linux troubleshooting information, refer to the HP Workstations for Linux User Manual
at 
http://www.hp.com/support/linux_user_manual.
Solving minor problems
Table 6-1  Minor problems
ProblemCausePossible Solution
Workstation appears frozen
and does not shut down when
the power button is pressed.Software control of the power
switch is not functional.1.Press and hold the power button for at least four
seconds until the workstation shuts down.
2.Disconnect the electrical plug from the outlet.
3.Restart the workstation.
Workstation seems to be
frozen.Program in use has stopped
responding to commands.1.If possible, use the Windows Task Manager to isolate
and terminate the offending process.
2.Attempt the normal Windows shutdown procedure.
3.Restart the workstation using the power button.
Workstation date and time
display is incorrect.Real-time clock (RTC) battery
might need replacement.1.Reset the date and time in the Control Panel.
2.Replace the RTC battery.
Workstation appears to pause
periodically.Network driver is loaded and no
network connection is
established.Establish a network connection, or use the Computer Setup
(F10) Utility or the Microsoft Windows Device Manager to
disable the network controller.
Cursor does not move using
the arrow keys on the keypad.The Num Lock key might be on.Press Num Lock. The Num Lock key can be disabled or
enabled in the Computer Setup (F10) Utility.
Poor performance is
experienced.Processor is hot.1.Verify that airflow to the workstation is not blocked.
2.Verify that chassis fans are connected and working
properly. Some fans operate only when needed.
3.Verify that the processor heatsink is installed properly.
Hard drive is full.Transfer data from the hard drive to create more space on
the hard drive.
Workstation powered off
automatically and the Power
LED flashes red 2 times (once
every second), followed by a 2-
second pause, and then two
simultaneous beeps sounded.Processor thermal protection is
activated.
A fan might be blocked or not
turning.
OR
The processor heatsink is not
properly attached to
the processor.1.Verify that the workstation air vents are not blocked.
2.Open the access panel and press the workstation
power button.
3.Verify that the system fan is running.
4.Verify that the processor heatsink fan spins. If the fan
is not spinning, verify that the heatsink fan cable is
plugged into the system board connector and that the
heatsink is properly seated.
5.Replace the processor heatsink.
System does not power on,
and the LEDs on the front of
the workstation are not
flashing.System cannot power on. Press and hold the power button for less than four seconds.
If the hard drive LED turns green, then perform the following
steps.
1.To find a faulty device, remove all devices one at a time:
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							ProblemCausePossible Solution
a.Disconnect AC power to the workstation.
b.Remove a device.
c.Reconnect AC power and power on the
workstation.
2.Repeat this process until the faulty device is identified.
Remove the graphics card last. Replace the faulty
device.
3.If no faulty device is found, replace the system board.
OR
1.Press and hold the power button for less than four
seconds. If the hard drive LED does not illuminate, then
perform the following tasks:
a.Verify that the workstation is plugged into a
working AC outlet.
b.Verify that the power button harness is connected
to the inline front panel I/O device assembly
connector.
2.Verify that the power supply cables are connected to
the system board.
3.Verify power supply functionality:
a.Disconnect the AC power.
b.Remove the power supply.
c.Reconnect the AC power.
●If the power supply fan spins and the BIST
LED illuminates (see 
Testing power supply
on page 174), the power supply is good.
Replace the system board.
●If the power supply fan does not spin or the
LED does not illuminate (see 
Testing power
supply on page 174), replace the power
supply.
Solving power supply problems
This section presents power supply troubleshooting scenarios.
Testing power supply
Before replacing the power supply, use the Built-In Self-Test (BIST) feature to learn if the power supply
still works.
Table 6-1  Minor problems (continued)
174 Chapter 6   Diagnostics and troubleshooting ENWW 
						

							To test the power supply:
1.Unplug the AC power.
2.Remove the power supply.
3.Plug in AC power and verify the following:
●If the green BIST LED on the rear of the workstation is illuminated and the fan is spinning, the
power supply is functional.
●If the green BIST LED is not illuminated or the fan is not spinning, replace the power supply.
See the Rear panel components section of this service guide to locate the BIST LED on this workstation.
Table 6-2  Power supply problems
ProblemCauseSolution
Power supply shuts down
intermittently.Power supply fault.Replace the power supply.
Workstation powers off and the
Power LED flashes red 2 times
(once every second), followed by a
2-second pause.Processor thermal protection
is activated.
A fan might be blocked or not
turning.
OR
The processor heatsink fan
assembly is not properly
attached to the processor.1.Ensure that the workstation air vents are not blocked.
2.Open the access panel and press the workstation
power button.
3.Verify that the system fan is running.
4.Verify that the processor heatsink fan spins.
If the heatsink fan is not spinning, verify that the fan
cable is plugged into the system board connector.
Verify that the fan is properly seated.
5.Replace the processor heatsink.
Power LED flashes red (once every
2 seconds).Power failure (power supply is
overloaded).1.Determine whether a device is causing the problem
by performing the following:
a.Disconnect AC power.
b.Remove all attached devices.
c.Power on the workstation.
If the system enters the POST, perform the following:
a.Power off the workstation.
b.Replace one device at a time and repeat this
procedure until a failure occurs.
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							ProblemCauseSolution
c.Replace the device causing the failure
d.Continue adding devices one at a time to verify
that all devices are functioning.
2.Verify power supply functionality.
a.Disconnect AC power.
b.Remove the power supply.
c.Plug in AC power.
●If the power supply fan spins and the LED
illuminates (see 
Testing power supply
on page 174), the power supply is good.
Replace the system board.
●If the power supply fan does not spin or the
LED does not illuminate (see 
Testingpower supply on page 174), replace the
power supply.
Solving diskette problems
Table 6-3  Diskette problems
ProblemCauseSolution
Diskette drive light stays on.Diskette is damaged.1.Right-click Start, select Explore, and then select a
drive.
2.Select File>Properties>Tools.
3.Under Error-checking, select Check Now.
Diskette is incorrectly inserted.Remove and reinsert diskette.
Files on the diskette are
damaged.Verify the program diskettes.
Drive cable is not properly
connected.Reconnect the power cable and verify that all four pins
are connected.
Drive not found.Cable is loose.Reseat the diskette drive data and power cables.
Removable drive is not seated
properly.Reseat the drive.
Diskette drive cannot write to a
diskette.Diskette is not formatted.Format the diskette.
Diskette is write-protected.Use another diskette or remove the write protection.
Writing to the wrong drive.Verify the drive letter in the path statement.
There is not enough space on
the diskette.Use another diskette.
Diskette write-control is
enabled.Use the Computer Setup (F10) Utility to verify the storage
security feature disabled settings.
Diskette is damaged. Replace the damaged disk.
Table 6-2  Power supply problems (continued)
176 Chapter 6   Diagnostics and troubleshooting ENWW 
						

							ProblemCauseSolution
Cannot format diskette.Invalid media reported.When formatting a disk in MS-DOS, you might need to
specify diskette capacity.
For example, to format a 1.44-MB diskette, enter the
following command at the MS-DOS prompt: FORMAT
A: /F:1440
A problem has occurred with a disk
transaction.The directory structure is bad,
or there is a problem with a file.1.Right-click Start, select Explore, and then select a
drive.
2.Select File>Properties>Tools.
3.Under Error-checking, select Check Now.
Diskette drive cannot read
a diskette.Diskette is not formatted.Format the diskette.
You are using the wrong
diskette type for the drive type.Verify the type of drive that you are using and use the
correct diskette type.
You are reading the wrong
drive.Verify the drive letter in the path statement.
Diskette is damaged.Replace the diskette with a new one.
Invalid system disk is displayed.A diskette that does not contain
the system files needed to start
the workstation has been
inserted into the drive.When drive activity stops, remove the diskette and press
the Spacebar. The workstation attempts to boot from the
next device in the boot order.
Diskette error has occurred.Restart the workstation by pressing the power button.
Cannot boot to diskette Diskette is not bootable.Replace with a bootable diskette.
Diskette boot has been
disabled in Computer Setup.Run the Computer Setup (F10) Utility and enable diskette
boot in Storage>Boot Order.
Removable media boot has
been disabled in Computer
Setup.Run the Computer Setup (F10) Utility and enable
Removable Media Boot in Storage>Storage Options.
Diskette MBR validation is
enabled.Run the Computer Setup (F10) Utility and disable
Diskette MBR Validation in Storage>Storage Options.
Solving hard drive problems
Table 6-4  Hard drive problems
ProblemCauseSolution
Hard drive error occurs.Hard disk has bad sectors or
has failed.Locate and block the usage of bad sectors. If necessary,
reformat the hard disk.
If the drive is detected by the BIOS, run DPS Self-test.
Disk transaction problem. The directory structure is bad,
or there is a problem with a file.1.Right-click Start, select Explore, and select a drive.
2.Select File>Properties>Tools.
3.Under Error-checking, select Check Now.
Table 6-3  Diskette problems (continued)
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							ProblemCauseSolution
Drive not found (identified).Improper cable connectionOn workstations with discreet data and power cables,
ensure that the data and power cables are securely
connected to the hard drive. (See the Hard drive section of
this guide for connection details.)
Improperly seated hard driveOn systems with blind-mate drive connections, check for
connector damage on the drive and in the chassis.
Reseat the hard drive and its carrier in the chassis to
ensure a proper connection. (See the Hard drive section of
this guide for connection details.)
The system might not have
automatically recognized a
newly installed device.1.Run the Computer Setup (F10) Utility.
2.If the system does not recognize the new device,
verify that the device is listed in the Computer Setup
(F10) Utility.
If it is listed, the probable cause is a driver problem. If
it is not listed, the probable cause is a hardware
problem.
3.If this drive is newly installed, enter Setup and try
adding a POST delay under Advanced>Power-On.
Drive responds slowly
immediately after power-up.Run the Computer Setup (F10) utility, and increase the
POST Delay in Advanced>Power-On Options.
Nonsystem disk or NTLDR missing
message.System is trying to start from a
nonbootable diskette.Remove the diskette from the drive.
System is trying to start from a
damaged hard drive.1.Insert a bootable diskette into the drive and restart the
workstation.
2.If the hard drive is still inaccessible and MBR Security
is enabled, try restoring the previously saved
MBR image by entering Setup and selecting
Security>Restore Master Boot Record.
System files missing or not
properly installed.1.Insert a bootable system diskette and restart.
2.Verify that the hard drive is partitioned and formatted.
3.Install the system files for the appropriate operating
system, if necessary.
Hard drive boot disabled in
Computer Setup.Run the Computer Setup (F10) Utility and enable the hard
drive entry in the Storage>Boot Order list.
Workstation will not start. Hard drive is damaged. Replace the hard drive.
Table 6-4  Hard drive problems (continued)
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