HP OmniBook DiagTools User’s Guide
Notice This manual and any examples contained herein are provided “ as is” and are subject to change without notice. Hewlett-Packard Company makes no warranty of any kind with regard to this manual, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose. Hewlett-Packard Co. shall not be liable for any errors or for incidental or consequential damages in connection with the furnishing, performance, or use of this manual or the examples herein.
Contents Who Should Read This Book .......................................................................v What is OmniBook DiagTools?.....................................................................v Overview of OmniBook DiagTools ..............................................................v Compatibility ................................................................................................ vi Where to Get the Diagnostics Software.....................................................
5. The Support Ticket ............................................................................. 5-1 What is the Support Ticket? ............................................................................5-2 Creating a Support Ticket ...............................................................................5-2 Retrieving a Support Ticket ............................................................................5-3 Adding Comments to the Support Ticket .............................................
Who Should Read This Book This manual is for anyone who wants to: • Diagnose hardware problems on an OmniBook notebook PC • Understand the purpose of OmniBook DiagTools • Learn how to use OmniBook DiagTools • Know what to do when a test fails • Provide HP-dedicated support agents with more information for solving problems quickly and effectively • Find out where to get more information and support. What is OmniBook DiagTools? The first step in solving a problem with a PC is diagnosis.
Compatibility OmniBook DiagTools version 2.x can run on the following HP OmniBook PCs: • All OmniBook PCs released after February, 1999. • OmniBook 900. • OmniBook 2100. • OmniBook 3100. • OmniBook 4100 series. • OmniBook 7100 series. • OmniBook XE series. For other OmniBook models, find the correct version of OmniBook diagnostics and documentation on the OmniBook web site, http://www.hp.com/omnibook. You should verify you use the correct version of OmniBook DiagTools for the OmniBook you are testing.
1 Starting OmniBook DiagTools
Starting OmniBook DiagTools Installing and Setting Up OmniBook DiagTools Installing and Setting Up OmniBook DiagTools There are two ways to run DiagTools – from a floppy diskette or from the hard disk drive (the F10 method). All OmniBook PCs have the capability to run DiagTools from a floppy diskette, and some of these OmniBook PCs have the option to run DiagTools from the hard disk drive. • Floppy Diskette Method The PC boots (or starts) from the floppy diskette.
Starting OmniBook DiagTools Installing and Setting Up OmniBook DiagTools There are two files available for downloading: • The OmniBook DiagTools utility. A compressed file (with the extension .EXE) which contains all the files necessary for running OmniBook DiagTools. • The User’s Guide for OmniBook DiagTools – the document you are reading. It is a PDF file which can be viewed and printed using Adobe’s Acrobat Reader. (The Adobe Acrobat Reader can be downloaded free of charge from HP’s World Wide Web site.
Starting OmniBook DiagTools Installing and Setting Up OmniBook DiagTools Updating the DiagTools Files (For Network Administrators) To know if you have TopTools in Windows 95, Windows NT 4.0, or Windows 98, click the Start button and look for HP DMI or HP TopTools in the Programs menu. If you are a network administrator, you can update the DiagTools files on remote client PCs. Using TopTools Integrated Device Manager Ver. 4.
Starting OmniBook DiagTools Before Running OmniBook DiagTools Before Running OmniBook DiagTools Before you run the DiagTools, consider whether you need to make any changes in the HP BIOS Setup program. Hardware devices that are disabled in Setup cannot be tested by the DiagTools. • If you want to test the current hardware configuration, do not change any settings in the Setup program. • If you want to perform a more complete test, you can run the Setup program and enable devices that you want to test.
Starting OmniBook DiagTools Starting OmniBook DiagTools Starting OmniBook DiagTools Starting DiagTools from a Floppy Diskette Once you have created the diskette, you can start the DiagTools. To do this: 1. Insert the diskette into the flexible disk drive. 2. Quit all applications, shut down the operating system, and restart your PC. To do this in Windows 95, Windows NT 4.0, or Windows 98, click the Start button then select Shut Down – Restart PC. 3. The PC will then start from the diskette.
Starting OmniBook DiagTools Starting OmniBook DiagTools Starting DiagTools from the Hard Disk Drive (the F10 Method) Note To run DiagTools from the hard disk drive, you must have an OmniBook PC that displays a prompt to press F10 after the HP logo appears during startup. To identify whether you have the correct configuration to run DiagTools from the hard disk drive, do the following: 1. Quit all applications, shut down the operating system, and restart your PC. To do this in Windows 95, Windows NT 4.
Starting OmniBook DiagTools The Welcome Screen The Welcome Screen When you start the DiagTools utility, you will see the following screen: Press F2 to continue and follow the instructions on the screen to run the diagnostic tests. You can quit the diagnostic utility at any time, except during the execution of the basic system test which takes several minutes. In general, the progression of each test is displayed on the screen.
2 Hardware Detection
Hardware Detection Overview of Hardware Detection Overview of Hardware Detection Hardware detection determines which tests are appropriate for your PC. For example, if your PC has an IDE or SCSI hard disk drive, the boot sector of the hard disk drive will be checked as part of the basic system test. In the advanced tests, some functions will be disabled if they are not appropriate for your PC. For example, if you do not have a SCSI controller, the SCSI menu in the advanced tests will be disabled.
Hardware Detection Overview of Hardware Detection During Hardware Detection The following screen appears during hardware detection: Note Hardware detection may be so fast that this screen simply flickers on and off, without giving you time to read it. This is normal. The time required for hardware detection varies greatly between the different systems and different configurations.
Hardware Detection Overview of Hardware Detection Hardware Detection Results The following is an example of a screen that will appear after the hardware detection phase: You can use the mouse or the arrow keys to scroll through the list of detected components.
Hardware Detection What is Detected What is Detected The following are typically detected in the hardware detection phase: • Product name • Serial number • HP BIOS version • Processor type • Cache memory type and size • Total main memory • Graphics adapter • Flexible disk drive and capacity • IDE devices with device type and capacity • SCSI devices with device type and capacity • Audio board • Serial ports • Parallel port • USB port If your PC has one or more of the above components and it is not detected
Hardware Detection If a PC Component is Not Detected If a PC Component is Not Detected If a component or device in your PC (such as a hard disk drive) is not detected, do the following: 1. Check the list of components that OmniBook DiagTools typically detects (this is on page 2-5). If the non-detected component is not in this list, then there is no error and the situation is normal. If the non-detected component is in this list, continue to the next step. 2.
3 Basic System Test
Basic System Test Overview of the Basic System Test Overview of the Basic System Test The basic system test is performed after hardware detection. The purpose of the basic system tests is to verify the correct operation of the PC’s hardware.
Basic System Test Test Result: PASS Test Result: PASS If the basic system test is successful, a screen similar to the following will appear: The following action is recommended: • If you are not investigating a hardware problem, there is no need to continue with the advanced tests or to create a support ticket. Remove the diagnostic diskette from the floppy drive and press F3 to exit OmniBook DiagTools. • If you are investigating a potential hardware problem, press F4 to create a support ticket.
Basic System Test Test Result: FAIL Test Result: FAIL If one or more of the basic tests failed, a screen similar to the following will appear: Note Test failure does not necessarily mean that a component needs replacement. For example, it may simply mean that there is a configuration error or that there is a loose connection. What to do if the Basic System Test Fails The following actions are recommended: • Create a support ticket now. The support ticket is a complete record of the test results.
Basic System Test Test Result: FAIL • Run the advanced tests (refer to chapter 4). This enables you to investigate the error in greater depth. However, if you want assistance investigating the error or running the advanced tests, contact your local or HP-dedicated support agent. If you contact a support agent, you can e-mail or fax the support ticket. You can also add extra information and your own comments to the support ticket (to learn how to do this, refer to page 5-4).
Basic System Test What is Tested What is Tested Although the following list varies slightly for different OmniBook products, the basic tests typically include the following: • Basic Functionality Tests, to verify the correct functioning of the processor and subsystems: o Basic processor functionality o Processor speed o Coprocessor o DMA controller o Interrupt controller o Timer and real time clock o CMOS o PCI system o USB • Memory Tests, to check the correct functioning of main and cache memory: o BIOS R
Basic System Test What is Tested Each test listed above is performed only if it is appropriate for your PC configuration. For example, if your PC does not have a SCSI controller, no SCSI tests will be done. Furthermore, a component test will be performed only if the component was correctly detected in the hardware detection phase. For example, if you have recently installed an IDE hard disk drive and it was not detected during the hardware detection phase, the hard disk drive will not be tested.
4 Advanced System Tests
Advanced System Tests Overview of the Advanced System Tests Overview of the Advanced System Tests The advanced system tests can be used to test each of the PC’s components. These tests are more thorough and cover a wider range of functionality than the basic system tests. The appearance and operation of this test phase is different from the other parts of the DiagTools. Unlike the basic system test, each advanced test must be selected and initiated by the user through the on-screen menus.
Advanced System Tests Help on Advanced Tests Help on Advanced Tests You can get more information about each available test. There are two ways to get information about a test: • At the bottom of the screen there is a one-line explanation of the test currently selected in the menu. To get help for any test, simply move the selection bar onto the corresponding menu item. • Press F1 for more in-depth help on the test currently selected in the menu.
Advanced System Tests How to Run an Advanced System Test How to Run an Advanced System Test Each test must be selected and started by the user. There are two ways of running tests: • Individually, by selecting the test in the menu • In a batch, by using the Batch facility. Refer to “Batch Tests” on page 4-6. To perform an advanced test, do these steps: 1. At the top menu bar, select the component to test.
Advanced System Tests How to Run an Advanced System Test 3. Depending on the test selected, the test may start immediately. Alternatively, a window of test parameters is displayed. To change a test parameter, select the parameter and press ENTER. You can then select between the available values for that parameter. We recommend that you change these configuration values only if you are familiar with their meaning and purpose. To proceed with the test, select Continue.
Advanced System Tests Batch Tests Batch Tests You can use the batch test facility to run a pre-defined suite of advanced tests. Each test in the batch is initiated automatically. Help on Using Batch Tests • For help on how to use the batch facility, select the command Batch Help in the Batch menu. • For help on selecting tests, choose the Edit Batch – Test Selection commands in the Batch menu. How to Run a Batch Test First, you must configure the batch test.
Advanced System Tests What to do if a Test Fails What to do if a Test Fails The following actions are recommended: 1. Press ESC to exit the advanced system tests. A screen similar to the following will appear: 2. Press F4 to create a support ticket. The support ticket is a complete record of the test results. It is the most effective way to communicate the problem to your local or HP-dedicated support agent. (To learn more about the support ticket, refer to chapter 5.) 3.
5 The Support Ticket
The Support Ticket What is the Support Ticket? What is the Support Ticket? The support ticket is a complete record of the test results and the PC’s configuration. It is the most effective way of communicating this essential information to your local reseller or HP-dedicated support agent. If necessary, you can e-mail or fax the support ticket to your support agent. You should attach a copy of the support ticket if you send your computer for repair.
The Support Ticket Retrieving a Support Ticket Retrieving a Support Ticket How you retrieve the support ticket is determined by how you ran the diagnostics. Floppy Diskette Method If you ran the diagnostics from a floppy disk, the support ticket is stored on the DiagTools diskette. 1. Start up a text editor. We recommend you use text editor such as Microsoft Windows Notepad to preserve the support ticket’s layout. 2. Open the support ticket, A:\HPSUPPT.TXT.
The Support Ticket Adding Comments to the Support Ticket Adding Comments to the Support Ticket You can add extra information or your own comments to the support ticket. This can help your support agent solve the problem more quickly and effectively. CAUTION Do not remove any information from the support ticket. The information may be essential to your support agent.
6 Hewlett-Packard Support and Information Services
Hewlett-Packard Support and Information Services Your HP Authorized Reseller Your HP Authorized Reseller HP Authorized Resellers have been trained on HP OmniBook equipment and are familiar with its configuration and environment. Authorized Resellers can also answer questions regarding non-HP hardware, software and systems as well as answer queries about usage not intended for, or not commonly used with the HP OmniBook.
Hewlett-Packard Support and Information Services Hewlett-Packard Information Services Hewlett-Packard Information Services Hewlett-Packard Electronic Information Services ensure that the most up-to-date information is always available. HP OmniBook World Wide Web Access the HP OmniBook World Wide Web server for technical information, to download new drivers, utilities, and flash BIOS upgrades. Point your WWW browser at http://www.hp.com/omnibook.
Edition 1, April 1999
