Hewlett-Packard MultiSeat ms6000 Troubleshooting Manual

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Troubleshooting Guide HP Compaq MultiSeat ms6000 Desktop ...

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© Copyright 2009 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Microsoft and Windows are either trademarks or registered trademarks of Microsoft Corporation in the United States and/o...

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About This Book WARNING! Text set off in this manner indicates that failure to follow directions could result in bodily harm or loss of life. CAUTION: Text set off in this manner indicates that failure to follow directions could result in damage to e...

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iv About This Book ENWW ...

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Table of contents 1 Protecting the Software 2 Troubleshooting Without Diagnostics Safety and Comfort .............................................................................................................................. 2 Before You Call fo...

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Appendix C Drive Protection System (DPS) Accessing DPS Through Computer Setup ......................................................................................... 54 Index ...........................................................................

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1 Protecting the Software To protect software from loss or damage, you should keep a backup copy of all system software, applications, and related files stored on the hard drive. See the operating system or backup utility documentation for instructio...

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2 Troubleshooting Without Diagnostics This chapter provides information on how to identify and correct minor problems, such as hard drive, optical drive, graphics, audio, memory, and software problems. If you encounter problems with the computer, ref...

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● Refer to the comprehensive online technical support at http://www.hp.com/support. ● Refer to Helpful Hints on page 3 in this guide. Access the Business Support Center (BSC) at http://www.hp.com/go/bizsupport for the latest online support inf...

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● Remove all bootable media (CD or USB device) from the system before turning it on. ● If you have installed an operating system other than the factory-installed operating system, check to be sure that it is supported on the system. ● If the sy...

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Solving General Problems You may be able to easily resolve the general problems described in this section. If a problem persists and you are unable to resolve it yourself or if you feel uncomfortable about performing the operation, contact an authori...

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There is no sound or sound volume is too low. Cause Solution System volume may be set low or muted. 1. Check the F10 BIOS settings to make sure the internal system speaker is not muted (this setting does not affect the external speakers). 2. Make sur...

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Poor performance is experienced. Cause Solution Too many applications running. 1. Close unnecessary applications to free up memory. 2. Add more memory. Some applications run in the background and can be closed by right-clicking on their corresponding...

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System does not power on and the LEDs on the front of the computer are not flashing. Cause Solution System unable to power on. Press and hold the power button for less than 4 seconds. If the hard drive LED turns green, then: 1. Remove the expansion c...

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Solving Power Problems Common causes and solutions for power problems are listed in the following table. Table 2-2 Solving Power Problems Power supply shuts down intermittently. Cause Solution Power supply will not turn on because of internal power ...

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Solving Hard Drive Problems Table 2-3 Solving Hard Drive Problems Hard drive error occurs. Cause Solution Hard disk has bad sectors or has failed. 1. Right-click Start, click Open Windows Explorer, and select a drive. Select Properties then select t...

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Nonsystem disk/NTLDR missing message. Cause Solution The system is trying to start from the hard drive but the hard drive may have been damaged. 1. Insert a bootable media device into the drive and restart the computer. 2. Check the hard drive format...

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The removable hard drive has no power to the hard drive enclosure. Cause Solution The lock on the enclosure is not turned to the “ON” position. Insert the key and turn the lock clockwise 90 degrees. The green LED on the front of the enclosure sho...

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Solving Media Card Reader Problems Table 2-4 Solving Media Card Reader Problems A write-protected or locked error occurs when attempting to write to the media card. Cause Solution Media card is locked. Locking the media card is a safety feature that...

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Solving Display Problems If you encounter display problems, see the documentation that came with the monitor and to the common causes and solutions listed in the following table. Table 2-5 Solving Display Problems Blank screen (no video). Cause Solu...

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Blank screen and the power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution Pre-video memory error. 1. Rese...

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Blurry video or requested resolution cannot be set. Cause Solution If the graphics controller was upgraded, the correct graphics drivers may not be loaded. Install the video drivers included in the upgrade kit. Monitor is not capable of displaying re...

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Vibrating or rattling noise coming from inside a CRT monitor when powered on. Cause Solution Monitor degaussing coil has been activated. None. It is normal for the degaussing coil to be activated when the monitor is powered on. Clicking noise coming ...

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Solving Audio Problems If the computer has audio features and you encounter audio problems, see the common causes and solutions listed in the following table. Table 2-6 Solving Audio Problems Sound cuts in and out. Cause Solution Processor resources...

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Computer appears to be locked up while recording audio. Cause Solution The hard disk may be full. Before recording, make sure there is enough free space on the hard disk. You can also try recording the audio file in a compressed format. Line-in jack ...

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Solving Printer Problems If you encounter printer problems, see the documentation that came with the printer and to the common causes and solutions listed in the following table. Table 2-7 Solving Printer Problems Printer will not print. Cause Solut...

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Solving Keyboard and Mouse Problems If you encounter keyboard or mouse problems, see the documentation that came with the equipment and to the common causes and solutions listed in the following table. Table 2-8 Solving Keyboard Problems Keyboard co...

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Mouse does not respond to movement or is too slow. Cause Solution Mouse may need repair. See the Worldwide Limited Warranty for terms and conditions. Computer is in standby mode. Press the power button to resume from standby mode. CAUTION: When attem...

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Solving Hardware Installation Problems You may need to reconfigure the computer when you add or remove hardware, such as an additional drive or expansion card. If you install a plug and play device, Windows automatically recognizes the device and con...

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Power LED flashes Red five times, once every second, followed by a two second pause, and the computer beeps five times. (Beeps stop after fifth iteration but LEDs continue flashing.) Cause Solution Memory is installed incorrectly or is bad. CAUTION: ...

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Solving Network Problems Some common causes and solutions for network problems are listed in the following table. These guidelines do not discuss the process of debugging the network cabling. Table 2-11 Solving Network Problems Wake-on-LAN feature i...

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Computer does not communicate with the network. Cause Solution The cable is not securely connected. Ensure that the cable is securely attached to the network connector and that the other end of the cable is securely attached to the correct device. Th...

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Cannot connect to network server when attempting Remote System Installation. Cause Solution The network controller is not configured properly. Verify Network Connectivity, that a DHCP Server is present, and that the Remote System Installation Server ...

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Solving Memory Problems If you encounter memory problems, some common causes and solutions are listed in the following table. CAUTION: Power may still be supplied to the DIMMs when the computer is turned off (depending on the Management Engine (ME) s...

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Insufficient memory error during operation. Cause Solution Too many Terminate and Stay Resident programs (TSRs) are installed. Delete any TSRs that you do not need. You have run out of memory for the application. Check the memory requirements for the...

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Solving Processor Problems If you encounter processor problems, common causes and solutions are listed in the following table. Table 2-13 Solving Processor Problems Poor performance is experienced. Cause Solution Processor is hot. 1. Make sure the a...

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Solving CD-ROM and DVD Problems If you encounter CD-ROM or DVD problems, see the common causes and solutions listed in the following table or to the documentation that came with the optional device. Table 2-14 Solving CD-ROM and DVD Problems System ...

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Movie will not play in the DVD drive. Cause Solution Movie may be regionalized for a different country. See the documentation that came with the DVD drive. Decoder software is not installed. Install decoder software. Damaged media. Replace media. Mov...

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Solving USB Flash Drive Problems If you encounter USB flash drive problems, common causes and solutions are listed in the following table. Table 2-15 Solving USB Flash Drive Problems USB flash drive is not seen as a drive letter in Windows. Cause So...

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Solving Front Panel Component Problems If you encounter problems with devices connected to the front panel, refer to the common causes and solutions listed in the following table. Table 2-16 Solving Front Panel Component Problems A USB device, headp...

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Solving Internet Access Problems If you encounter Internet access problems, consult your Internet Service Provider (ISP) or refer to the common causes and solutions listed in the following table. Table 2-17 Solving Internet Access Problems Unable to...

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Solving Software Problems Most software problems occur as a result of the following: ● The application was not installed or configured correctly. ● There is insufficient memory available to run the application. ● There is a conflict between app...

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Contacting Customer Support For help and service, contact an authorized reseller or dealer. To locate a reseller or dealer near you, visit http://www.hp.com. NOTE: If you take the computer to an authorized reseller, dealer, or service provider for s...

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A POST Error Messages This appendix lists the error codes, error messages, and the various indicator light and audible sequences that you may encounter during Power-On Self-Test (POST) or computer restart, the probable source of the problem, and step...

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POST Numeric Codes and Text Messages This section covers those POST errors that have numeric codes associated with them. The section also includes some text messages that may be encountered during POST. NOTE: The computer will beep once after a POST ...

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Control panel message Description Recommended action 163-Time & Date Not Set Invalid time or date in configuration memory. RTC (real-time clock) battery may need to be replaced. Reset the date and time under Control Panel (Computer Setup can also...

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Control panel message Description Recommended action 301-Keyboard Error Keyboard failure. 1. Reconnect keyboard with computer turned off. 2. Check connector for bent or missing pins. 3. Ensure that none of the keys are depressed. 4. Replace keyboard....

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Control panel message Description Recommended action 605-Diskette Drive Type Error Mismatch in drive type. 1. Disconnect any other diskette controller devices (tape drives). 2. Clear CMOS. (See Appendix B, Password Security and Resetting CMOS on page...

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Control panel message Description Recommended action 1720-SMART Hard Drive Detects Imminent Failure Hard drive is about to fail. (Some hard drives have a hard drive firmware patch that will fix an erroneous error message.) 1. Determine if hard drive ...

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Control panel message Description Recommended action 2202-PMM Deallocation Error during MEBx cleanup Memory error during POST execution of the Management Engine (ME) BIOS Extensions option ROM. 1. Reboot the computer. 2. Unplug the power cord, re-sea...

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Control panel message Description Recommended action Network Server Mode Active and No Keyboard Attached Keyboard failure while Network Server Mode enabled. 1. Reconnect keyboard with computer turned off. 2. Check connector for bent or missing pins. ...

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Interpreting POST Diagnostic Front Panel LEDs and Audible Codes This section covers the front panel LED codes as well as the audible codes that may occur before or during POST that do not necessarily have an error code or text message associated with...

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Activity Beeps Possible Cause Recommended Action Red Power LED flashes four times, once every second, followed by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved. 4 Power failure (power supply is overloa...

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Activity Beeps Possible Cause Recommended Action Red Power LED flashes nine times, once every second, followed by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved. 9 System powers on but is unable to boot...

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Activity Beeps Possible Cause Recommended Action Red Power LED flashes eleven times, once every second, followed by a two second pause. Beeps stop after fifth iteration but LEDs continue until problem is solved. 11 The current processor does not supp...

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B Password Security and Resetting CMOS This computer supports security password features, which can be established through the Computer Setup Utilities menu. This computer supports two security password features that are established through the Compu...

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Resetting the Password Jumper To disable the power-on or setup password features, or to clear the power-on or setup passwords, complete the following steps: 1. Shut down the operating system properly, then turn off the computer and any external devic...

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Clearing and Resetting the CMOS The computer’s configuration memory (CMOS) stores information about the computer’s configuration. The CMOS button resets CMOS but does not clear the power-on and setup passwords. Clearing CMOS will clear the Active...

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4. Locate, press, and hold the CMOS button in for five seconds. NOTE: Make sure you have disconnected the AC power cord from the wall outlet. The CMOS button will not clear CMOS if the power cord is connected. Figure B-1 CMOS button NOTE: For assist...

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C Drive Protection System (DPS) The Drive Protection System (DPS) is a diagnostic tool built into the hard drives installed in some computers. DPS is designed to help diagnose problems that might result in unwarranted hard drive replacement. When the...

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When the test has been completed, one of three messages will be displayed: ● Test Succeeded. Completion Code 0. ● Test Aborted. Completion Code 1 or 2. ● Test Failed. Drive Replacement Recommended. Completion Code 3 through 14. If the test fail...

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Index A access panel, locked 6 audible codes 46 audio problems 18 B beep codes 46 booting options Full Boot 38 Quick Boot 38 C CD-ROM or DVD problems 31 CMOS backing up 39 clearing and resetting 52 Customer Support 2, 37 D Drive Protection System (D...