PC Troubleshooting and System Recovery Guide
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Table of Contents Recovering from Software Problems .............................................. 1 PC Repair Overview .................................................................................1 Restarting Your PC ....................................................................................1 Turning Off Your PC ..................................................................................1 Updating Drivers ..................................................................................
iv PC Troubleshooting and System Recovery Guide
Recovering from Software Problems NOTE: If you are replacing a hard disk drive, you only have to run the System Recovery. The PC uses the operating system and installed software programs during normal operation. If your PC works improperly or stops because of the software, you may be able to repair it. Additionally, your PC may include a Software Repair Wizard (select models only).
Updating Drivers To start a System Restore: A driver is a software program that allows your PC to communicate with an attached device, such as a printer, a hard disk drive, a mouse, or a keyboard. 1 Close all open programs. 2 Click Start. 3 Choose All Programs. Complete the following procedure to update a driver, or to revert to an earlier version of the driver if the new one does not solve your problem. 4 Choose Accessories. 5 Choose System Tools.
NOTE: Do not use the Application Recovery program to reinstall software programs that came on CDs or DVDs included in the PC box. Reinstall these programs directly from the CDs or DVDs. To start an Application Recovery or Driver Recovery: 1 Close all applications and folders (skip to step 3 if you are recovering a driver). 2 Uninstall the damaged application: a Click Start, Control Panel, and then Add or Remove Programs. b Select the program you want to remove, and then click Change/Remove. 3 Click Start.
Creating System Recovery Discs Complete the procedure described in this section to create a set of system recovery discs from the recovery image stored on your hard disk drive. This image contains the operating system and software program files that were originally installed on your PC at the factory. You can create only one set of recovery discs for your PC. The recovery discs you create can only be used with your PC.
Running System Recovery from Recovery Discs This section contains the procedure for performing a system recovery from the recovery discs you created as described in “Creating System Recovery Discs.” To run the System Recovery program using recovery discs: 1 If the PC works, create a backup CD or DVD containing all data files that you want to save. Remove the backup disc from the disc tray when you are finished. 2 Insert recovery disc #1 into the appropriate drive tray (CD or DVD), and close the tray.
Starting System Recovery if the PC is responding Starting System Recovery if the PC is not responding 1 Turn off the PC. Disconnect all peripheral devices from the PC except the monitor, the keyboard, and the mouse. Turn on the PC. 2 Click Start on the taskbar, choose All Programs, choose PC Help & Tools, and then click HP PC System Recovery. 1 Turn off the PC. If necessary, press and hold the On button until the PC turns off.
Hard Disk Drive Space Troubleshooting HP Pavilion and HP Media Center Desktop PCs with the Windows XP operating system preinstalled may appear to have a hard disk drive smaller than what is stated in the product specifications, documentation, or on the box. Hard disk drives are described and advertised by manufacturers in terms of decimal (base 10) capacity. Windows and other programs, such as FDISK, use the binary (base 2) numbering system.
Audio Symptom Problem Solution No sound is produced. Volume is muted. Press the Mute button on the keyboard to see if the mute feature is turned on. Or 1 Click Start, and then click Control Panel. 2 Click Sounds, Speech, and Audio Devices, if it is present, and then double-click Sounds and Audio Devices. 3 Click the Mute check box to remove the check mark from the box. Volume is turned down. Use the keyboard controls to increase the volume. Speakers are turned off.
CD-ROM, CD-RW, DVD-ROM, or DVD Writer Drive (continued) Symptom Problem Solution Cannot remove a CD or DVD disc. The PC is turned off. Turn on your PC, and press the Eject button to extend the tray. Cannot create (burn) a disc. Problem with disc. • Make sure the label is face up and centered in the tray. • Verify that you are using the correct disc type (media) for the drive. Try a different brand of disc. • Make sure the disc is clean and undamaged.
CD-ROM, CD-RW, DVD-ROM, or DVD Writer Drive (continued) Symptom Problem Solution Cannot play a music CD on a stereo. Problem with disc. • Use a CD-R, not a CD-RW disc. • Try a different brand of disc, or check to see if the brand of disc works with your stereo. Refer to the documentation that came with your stereo or player, and check the manufacturer’s Web site. • Use a CD instead of a DVD.
Diskette (Floppy) Drive (Select Models Only) (continued ) Symptom Problem Solution Diskette drive cannot save (write) information to the diskette. Diskette is full or the file is too big. Use another diskette or compress the file to reduce its size. Diskette is write protected. Slide the write-protection tab to the unlocked position on the diskette. File Save command was not properly executed. When saving information to the diskette drive, verify that you are using the correct drive letter.
Hard Disk Drive Symptom Problem Solution PC seems to be locked up and not responding. Program in use has stopped responding to commands. Use the Windows Task Manager to close any programs not responding or to restart the PC: 1 Press the Ctrl, Alt, and Delete keys on the keyboard at the same time. 2 Select the program that is not responding, and click End Task. Or Click Shut Down, and then click Restart. If this does not work, press the On button for 5 or more seconds to turn off the PC.
Hardware Installation (continued ) Symptom Problem New or existing device does not work after installing a new device. A hardware device conflict exists. Solution To resolve a device conflict, you may need to disable one of the devices or uninstall an old device driver: 1 Click Start, and click Control Panel. 2 Click Performance and Maintenance, if it is present. 3 Double-click the System icon, and select the Hardware tab. 4 Click the Device Manager button.
Internet Access (continued ) Symptom Problem Solution Cannot automatically start Internet programs. You must log in to your ISP before some programs will start. Log in to your ISP, and start the desired program. Internet takes too long to download Web sites. Modem is not set up properly. Verify that the correct modem speed and COM port are selected: 1 Click Start, and then click Control Panel. 2 Click Printers and Other Hardware, if it is present. 3 Double-click Phone and Modem Options.
Keyboard and Mouse (continued ) Symptom Problem Solution Mouse does not respond to movement or is too slow. Mouse connector is not properly plugged into the back of the PC. Turn off your PC using the keyboard: 1 Press the Ctrl and Esc keys on the keyboard at the same time to display the Start menu. 2 Use the up arrow or down arrow key to select Turn Off Computer, and then press the Enter key on the keyboard. 3 Use the up arrow or down arrow key to select Turn Off, and then press the Enter key.
Power Symptom Problem Solution PC will not turn on or start. PC is not securely connected to an external power source. Ensure that cables connecting the PC to the external power source are plugged in properly. Green power supply light on back of PC is out.
Memory Symptom Problem Solution Insufficient memory message is displayed. All memory in the PC is being used by open programs, and memory is needed for a desired task. Close all open programs, and then try desired task again. Or Restart your PC: 1 Click the Start button. 2 Click Turn Off Computer. 3 Select Restart. Symptom Problem Solution PC date and time display is incorrect. RTC (real-time clock) battery may need to be replaced. Battery life is approximately 3–5 years.
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