320399-002.book Page i Thursday, June 19, 2003 1:17 PM Troubleshooting HP Notebook Series Document Part Number: 320399-002 August 2003 This guide provides instructions for solving notebook problems yourself or with help from HP.
320399-002.book Page ii Thursday, June 19, 2003 1:17 PM © 2003 Hewlett-Packard Development Company, L.P. Microsoft, MS-DOS, and Windows are trademarks of Microsoft Corporation in the U.S. and/or other countries. SD Logo is a trademark. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services.
20399-002.book Page iii Thursday, June 19, 2003 1:17 PM Contents 1 Help Is Available Quick Solutions Checklist . . . . . . . . . . . . . . . . . . . . . . . . 1–2 Is the Notebook Receiving Adequate Power? . . . . . . 1–2 Is the Notebook Turned On? . . . . . . . . . . . . . . . . . . . 1–2 Is the Notebook Overheated? . . . . . . . . . . . . . . . . . . 1–3 Is the System Unresponsive?. . . . . . . . . . . . . . . . . . . 1–3 Is an External Device Not Working?. . . . . . . . . . . . .
320399-002.book Page iv Thursday, June 19, 2003 1:17 PM Contents Battery pack charge displays seem inaccurate . . . . . 2–6 Battery pack run time is shorter than expected . . . . . 2–7 Standby cannot be initiated . . . . . . . . . . . . . . . . . . . . 2–7 Hibernation cannot be initiated . . . . . . . . . . . . . . . . . 2–8 CD or DVD Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–9 CD or DVD drive is not recognized by the system . .
320399-002.book Page v Thursday, June 19, 2003 1:17 PM Contents Secondary hard drive is not recognized. . . . . . . . . . Notebook cannot start from a secondary hard drive. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Infrared Communication Problems . . . . . . . . . . . . . . . . Infrared link cannot be established . . . . . . . . . . . . . Notebook does not transmit or receive data . . . . . . Standby is preventing infrared transmission . . . . . . Internet Problems . . . . . . . . .
320399-002.book Page vi Thursday, June 19, 2003 1:17 PM Contents Fax transmissions do not work . . . . . . . . . . . . . . . . Message reports excessive line current . . . . . . . . . . Network Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Notebook cannot connect to the network . . . . . . . . Connection occurs, but network seems inactive . . . Some network resources are not available . . . . . . . Network connection is slow . . . . . . . . . . . . . . . . . .
320399-002.book Page 1 Thursday, June 19, 2003 1:17 PM 1 Help Is Available You can obtain troubleshooting assistance from the Help and Support window, the World Wide Web, the telephone, or a local service provider. All documentation included with your notebook is available on the World Wide Web in several languages. ■ If you can access the Windows desktop on your notebook, HP recommends that you begin troubleshooting any notebook problem by using the Help and Support Center window.
320399-002.book Page 2 Thursday, June 19, 2003 1:17 PM Help Is Available Quick Solutions Checklist Is the Notebook Receiving Adequate Power? If the power indicator light is off and the notebook cannot be turned on, adequate power may not be available to the notebook. On some models the power indicator light is the AC adapter light. On other models the power indicator is the battery light. To identify the power indicator light on your notebook, refer to your model-specific documentation.
320399-002.book Page 3 Thursday, June 19, 2003 1:17 PM Help Is Available Is the Notebook Overheated? It is normal for the notebook to feel warm to the touch while it is in use. But if the notebook feels extremely warm, it may be overheating because a vent is blocked. Overheating can cause the notebook to become unresponsive. If you suspect that overheating could be causing the problem, allow the notebook to cool to room temperature. Then: ■ Use the notebook on a hard surface, not on a soft surface.
320399-002.book Page 4 Thursday, June 19, 2003 1:17 PM Help Is Available 3. If your model has a reset button, insert the end of a small object like a straightened paper clip into the reset button, then press the power button. (This restarts the notebook.) For information about a reset button on your model, refer to the Startup Guide, Hardware Guide, or Reference Guide included with your notebook. 4.
320399-002.book Page 5 Thursday, June 19, 2003 1:17 PM Help Is Available Is Software Functioning Abnormally? If your software is not functioning normally: ■ Restart the notebook. ■ Run a virus scan. When you use the notebook for network or Internet access, you expose the notebook to computer viruses. Computer viruses can disable the operating system, your applications, or your utilities or cause them to function abnormally.
320399-002.book Page 6 Thursday, June 19, 2003 1:17 PM Help Is Available ■ Back up your data files, then repair or reinstall the software. ❏ To repair or reinstall the operating system or an HP application or utility, use the restoration CDs included with the notebook. Instructions for using the CDs to repair or reinstall software are included with all notebook models. On some models, these instructions are included in the restoration CD package.
320399-002.book Page 7 Thursday, June 19, 2003 1:17 PM Help Is Available Finding the Help You Need Help from Your Notebook To access the Help and Support Center window: ■ In Windows 2000 Professional, select Start > Help. ■ In Windows XP, select Start > Help and Support. Help and Support Center is a comprehensive resource for contacting an HP support specialist, downloading software or software updates, and managing your notebook system.
320399-002.book Page 8 Thursday, June 19, 2003 1:17 PM Help Is Available For help specific to your notebook: ■ In Windows 2000 Professional, select Start > Help. ■ In Windows XP, select Start > Help and Support. Refer also to the model-specific guides included with your notebook. Model-specific guides vary by model. Typical titles include: Startup Guide, Hardware Guide, Software Guide, and Reference Guide. Model-specific guides may be printed or provided on the Documentation Library CD.
320399-002.book Page 9 Thursday, June 19, 2003 1:17 PM Help Is Available Help by Telephone Preparing to Call Customer Support To provide the fastest possible resolution of your problem, have the following items available when you call: ■ The notebook. ■ Serial number and model description, which are provided on labels affixed to the notebook. ■ Purchase date on the invoice. ■ Conditions under which the problem has occurred. ■ Error messages that have been displayed.
320399-002.book Page 10 Thursday, June 19, 2003 1:17 PM Help Is Available Accessing Customer Support Telephone Numbers To obtain a list of worldwide customer support telephone numbers: ■ Refer to the printed Worldwide Telephone Numbers booklet included in English only with the notebook. ■ Display customer support telephone numbers on-screen: ■ ❏ In Windows 2000 Professional, select Start > Settings > Control Panel > System > General tab.
320399-002.book Page 1 Thursday, June 19, 2003 1:17 PM 2 Problems and Solutions Before You Begin This chapter contains general solutions to problems that you may encounter with your notebook. Try the solutions one at a time. If a single problem has multiple solutions, try the solutions in the order in which they are presented. Because the listed problems and solutions are general: ■ The problems and solutions apply to most, but not all, notebooks. Some problems and solutions may not apply to your model.
320399-002.book Page 2 Thursday, June 19, 2003 1:17 PM Problems and Solutions Audio Problems Sound is not audible ■ Press the volume button to increase volume. ■ Double-click the speaker icon on the taskbar, then clear the Mute All check box. ■ Press the mute button. (Sound should be audible when the mute light is off.) ■ Verify that no headset, external speakers, or headphones are connected to the notebook. These devices mute the internal speakers.
320399-002.book Page 3 Thursday, June 19, 2003 1:17 PM Problems and Solutions Battery and Power Problems ✎ See also the power-related items on the “Quick Solutions Checklist” in the “Help Is Available” chapter. Notebook does not turn on ■ Connect the notebook to an electrical outlet using the AC adapter. Make sure all connections are secure and that the electrical outlet is providing adequate power. (If the notebook fails to turn on and contains a battery pack, the battery pack may be defective.
320399-002.book Page 4 Thursday, June 19, 2003 1:17 PM Problems and Solutions Indicators are displaying a low-battery condition Low-battery indicators vary by model and settings. Common indicators include audible alarms, messages on the screen, and lights that flash or change color. ■ To interpret or set low-battery indicators, refer to your model-specific or operating system online Help or printed documentation.
320399-002.book Page 5 Thursday, June 19, 2003 1:17 PM Problems and Solutions Battery pack does not charge ■ The battery pack may be fully charged. Refer to your model-specific documentation for information about determining battery pack status. ■ If the battery pack is extremely warm or cool, allow the battery pack to reach room temperature. ■ Make sure that the notebook is connected to AC power, that all connections are secure, and that the power source is providing adequate power levels.
320399-002.book Page 6 Thursday, June 19, 2003 1:17 PM Problems and Solutions Battery pack charge displays seem inaccurate ■ If only the time remaining display seems inaccurate, no action may be necessary. The time remaining display indicates the approximate running time remaining on the battery pack if the battery pack continues to provide power at the current level.
320399-002.book Page 7 Thursday, June 19, 2003 1:17 PM Problems and Solutions Battery pack run time is shorter than expected Review the information in your model-specific documentation regarding: ■ Battery conservation settings and procedures. ■ Battery storage environments and procedures. ■ Notebook operating environment specifications.
320399-002.book Page 8 Thursday, June 19, 2003 1:17 PM Problems and Solutions Hibernation cannot be initiated ■ ■ ■ 2–8 Make sure Hibernation is enabled. To enable Hibernation: ❏ In Windows 2000 Professional, select Start > Settings > Control Panel. Double-click Power Options, select the Hibernate tab, then select the Enable Hibernate Support check box. ❏ In Windows XP, select Start > Control Panel > Performance and Maintenance > Power Options icon.
320399-002.book Page 9 Thursday, June 19, 2003 1:17 PM Problems and Solutions CD or DVD Problems On some notebooks, the CD or DVD drive is removable. On other notebooks, the CD or DVD drive should be removed only by an authorized service provider. Ä To prevent damage to your CD or DVD drive and to your notebook, do not remove a CD or DVD drive unless you are certain that the CD or DVD drive on your notebook is removable.
320399-002.book Page 10 Thursday, June 19, 2003 1:17 PM Problems and Solutions No alert sounds when a CD or DVD drive is inserted If the notebook is off, in Standby, or in Hibernation, no action is necessary. The notebook audibly signals a successful drive insertion or removal only when the notebook is on. Notebook cannot start up from a CD or DVD ■ Allow more time. Startup from a CD or DVD may take up to 30 seconds or longer. ■ Make sure the CD or DVD is bootable.
320399-002.book Page 11 Thursday, June 19, 2003 1:17 PM Problems and Solutions ■ Remove the CD or DVD, restart the notebook, then reinsert the CD or DVD. ■ If you created the CD or DVD, try using a different brand of CD or DVD. DVD movie does not fill the screen Some double-sided DVDs have a different format (standard or wide screen) on each side. In wide screen format, black bands appear at the top and bottom of the screen. To view the standard format, turn over the DVD, then play the DVD.
320399-002.book Page 12 Thursday, June 19, 2003 1:17 PM Problems and Solutions Standby or Hibernation affects CD or DVD play Initiating Standby or Hibernation while playing a CD or DVD may stop the play or diminish the quality of the play. ■ Remove the CD or DVD from the drive before initiating Standby or Hibernation. ■ If Standby or Hibernation is initiated while playing a CD or DVD, resume from Standby or restore from Hibernation, then restart the notebook.
320399-002.book Page 13 Thursday, June 19, 2003 1:17 PM Problems and Solutions Digital Memory Card or Memory Stick problems This section discusses problems you may encounter while using an SD (Secure Digital) Card, MMC (multimedia card), CompactFlash card, Memory Stick, or other digital storage product. The slots which support these products vary by notebook model. For example, some notebooks feature an Integrated Digital Media Slot or Integrated Memory Reader.
320399-002.book Page 14 Thursday, June 19, 2003 1:17 PM Problems and Solutions ■ Press the mute button on the notebook and verify that the mute light is off. (Sound should be audible when the mute light is off.) ■ Verify that no headset, external speakers, or headphones are connected to the notebook. These devices disable the internal speakers. If one of these devices is connected to the notebook, use or disconnect it.
320399-002.book Page 15 Thursday, June 19, 2003 1:17 PM Problems and Solutions Display Problems Display is blank ■ Tap or move the pointing device (TouchPad, pointing stick, or optional external mouse). ■ Resume from Standby or exit Hibernation. ■ If the notebook is extremely warm or cold, allow it to reach room temperature. ■ Switch the image to the notebook or external display. For instructions: ❏ ❏ Refer to your model-specific documentation.
0399-002.book Page 16 Thursday, June 19, 2003 1:17 PM Problems and Solutions Desktop icons are too large or too small Use the settings in your operating system to adjust icon size. Larger icons may be easier to read. Selecting a smaller icon size enables you to display more icons on the desktop. Characters are dim or difficult to read ■ If the notebook is in direct light, move the notebook or tilt the display. ■ Increase the screen brightness.
320399-002.book Page 17 Thursday, June 19, 2003 1:17 PM Problems and Solutions FireWire (IEEE 1394) Problems The high-speed serial bus connector available on some notebooks may be identified in your model-specific documentation as the FireWire connector or as the 1394 connector. The information in this section applies to connectors with either name.
320399-002.book Page 18 Thursday, June 19, 2003 1:17 PM Problems and Solutions Game Problems Game frequently stops responding or locks up ■ Reinstall the game, noting any settings and default selections that pertain to your model, then restart the game. ■ Verify that your model meets the hardware and software requirements of the game. To obtain these requirements, review the game documentation, visit the game manufacturer’s Web site, or contact the game manufacturer.
320399-002.book Page 19 Thursday, June 19, 2003 1:17 PM Problems and Solutions Hard Drive Problems ✎ The primary hard drive is a hard drive in a hard drive bay; an optional secondary hard drive is a hard drive in an additional bay. The additional bay may be a MultiBay in the notebook, a bay in a port replicator, or an external bay. Primary hard drive cannot be accessed The drive may be protected by DriveLock or other drive protection software.
320399-002.book Page 20 Thursday, June 19, 2003 1:17 PM Problems and Solutions Secondary hard drive is not recognized ■ Remove, then reinsert, a secondary hard drive exactly as instructed in your model-specific notebook documentation or in your port replicator or external bay documentation. Be certain the drive is firmly seated in the bay.
320399-002.book Page 21 Thursday, June 19, 2003 1:17 PM Problems and Solutions Infrared Communication Problems ✎ Infrared communication is managed by your operating system. To implement some of the solutions suggested in this section and to perform additional troubleshooting, you may need to refer to your operating system online Help or printed documentation. If you are using optional infrared software, refer also to the documentation included with that software.
320399-002.book Page 22 Thursday, June 19, 2003 1:17 PM Problems and Solutions Notebook does not transmit or receive data ■ Move the infrared ports closer together. They should be no more than 1 meter (3 feet) apart. ■ Position the infrared ports so they face each other as directly as possible. The maximum capture angle is 30 degrees, so the ports must be aligned no more than 15 degrees off center.
320399-002.book Page 23 Thursday, June 19, 2003 1:17 PM Problems and Solutions Internet Problems ✎ The information provided in the “Modem Problems,” “Network Problems,” or “Wireless LAN (WLAN) Device Problems” sections may also be helpful. Notebook cannot connect to the Internet ■ Verify that your ISP service has not been interrupted. ■ Verify your Internet settings. ■ Contact your ISP provider for assistance.
320399-002.book Page 24 Thursday, June 19, 2003 1:17 PM Problems and Solutions Keyboard and Pointing Device Problems ✎ Many pointing device actions are controlled by mouse settings in the operating system. To change the pointer or click speed, add or remove mouse trails, or adjust other pointing device settings, refer to your operating system online Help or printed documentation. If you are using an optional external mouse, refer also to your mouse documentation.
320399-002.book Page 25 Thursday, June 19, 2003 1:17 PM Problems and Solutions Keypad does not work ■ Enable the notebook keypad as instructed in your model-specific documentation. Your documentation may list the keypad as the “embedded numeric keypad” or the “internal keypad.” ■ If an optional external keypad is connected to the system, use the external keypad. Or, disconnect the external keypad, then use the notebook keypad.
320399-002.book Page 26 Thursday, June 19, 2003 1:17 PM Problems and Solutions Pointing stick does not work ■ If an optional external mouse is connected to the system, it may disable the pointing stick. Some models include a utility, often called the Setup utility, in which you can set the system to respond to both an external mouse and the pointing stick. ■ If your notebook has both a TouchPad and a pointing stick, be sure the notebook is set to respond to the pointing stick. ■ Restart the notebook.
320399-002.book Page 27 Thursday, June 19, 2003 1:17 PM Problems and Solutions PS/2 scroll mouse does not work ■ On some models the internal pointing device (pointing stick or TouchPad) must be disabled before the scroll feature on an optional external mouse can be supported. Some of these models include a utility, often called the Setup utility, in which you can set the system to disable the internal pointing device when an optional mouse is in use.
320399-002.book Page 28 Thursday, June 19, 2003 1:17 PM Problems and Solutions Memory Problems This section discusses problems you may encounter with RAM (Random Access Memory). For information about solving problems you may encounter while using an SD (Secure Digital) Card, MMC (multimedia card), CompactFlash card, Smart Media Card, or other digital memory card, see the “Digital Memory Card or Memory Stick problems” section. Insufficient memory message is displayed ■ Close one or more applications.
320399-002.book Page 29 Thursday, June 19, 2003 1:17 PM Problems and Solutions Modem Problems ✎ See also the “Internet Problems” section. No dial tone is audible ■ Verify that the modem cable is securely connected to the telephone wall jack and to the RJ-11 jack on the notebook or port replicator. ■ Verify that the telephone wall jack is functional by plugging a telephone into the wall jack.
320399-002.book Page 30 Thursday, June 19, 2003 1:17 PM Problems and Solutions ■ Verify that you are dialing all necessary prefixes, such as outside line, long distance, or country codes. ■ Disable the call waiting feature before dialing. To obtain the disable call waiting code for your dialing area, contact your local telephone service provider. ■ If you are not in your home country, refer to the section of your notebook documentation that provides instructions for using the modem internationally.
320399-002.book Page 31 Thursday, June 19, 2003 1:17 PM Problems and Solutions Modem does not connect at highest speed ■ Ask your telephone service provider to check your telephone line for excessive static or noise. You may need to request a line filter. Meanwhile, connect the modem to another telephone line. Poor line conditions at the remote number can also slow transmission speed. ■ Verify that no other modem or telephone is using the telephone line.
320399-002.book Page 32 Thursday, June 19, 2003 1:17 PM Problems and Solutions ■ If the notebook has reached a low-battery condition: 1. Connect the notebook to external power. 2. Restart the communications software application. 3. Replace or recharge the battery pack before again using the modem while the notebook is running on battery power. ■ Update your modem software. For instructions, refer to the software update section of your model-specific documentation.
320399-002.book Page 33 Thursday, June 19, 2003 1:17 PM Problems and Solutions Network Problems Notebook cannot connect to the network ✎ For information about the network status indicator(s) on your notebook, refer to your model-specific documentation. ■ Verify that the network cable is a Category 5 (CAT-5) twisted-pair cable.
320399-002.book Page 34 Thursday, June 19, 2003 1:17 PM Problems and Solutions ■ Verify that an Ethernet LAN adapter is selected in the Network Properties window of your operating system. ■ If you are using a software or hardware firewall, make sure that it is properly configured. Some network resources are not available ■ Verify that you have logged onto the network with the credentials required to access the resources. For credential and logon information, contact your network administrator.
320399-002.book Page 35 Thursday, June 19, 2003 1:17 PM Problems and Solutions PC Card problems PC Card alerts are not audible ■ Enable PC Card alerts in the power management section of your operating system software. ■ Press the volume button to increase volume. ■ Double-click the speaker icon on the taskbar, then clear the Mute All check box. ■ Press the mute button on the notebook and verify that the mute light is off. (Sound should be audible when the mute light is off.
320399-002.book Page 36 Thursday, June 19, 2003 1:17 PM Problems and Solutions Notebook does not recognize a PC Card ■ Remove, then reinsert, the PC Card. ■ Restart the notebook. ■ Verify that the PC Card is functioning correctly by trying the card in another notebook. ■ If you are using a zoomed video PC Card, refer to your model-specific documentation to determine whether your notebook supports zoomed video. ■ If the card requires an IRQ (Interrupt ReQuest), make sure one is available.
320399-002.book Page 37 Thursday, June 19, 2003 1:17 PM Problems and Solutions Television problems S-Video jack has 7 pins The S-Video jack on some notebooks is a 7-pin jack. In some regions, standard S-Video cables have 4-pin connectors. A 4-pin S-Video cable can be used in a 7-pin S-Video jack. For information about whether to use an S-Video to S-Video cable or another type of cable, such as S-Video to Scart, refer to your television documentation.
320399-002.book Page 38 Thursday, June 19, 2003 1:17 PM Problems and Solutions Temperature Problems ✎ Use the notebook only within the temperature ranges provided in the specifications section of your model-specific documentation. Notebook feels abnormally hot ■ Allow the notebook to cool down, then resume your work. Whenever you use the notebook, make sure that all vents are clear of obstructions.
320399-002.book Page 39 Thursday, June 19, 2003 1:17 PM Problems and Solutions USB Problems USB device does not work ■ If the device requires external power, be sure that it is plugged securely into an electrical outlet as well as into a USB connector on the notebook. ■ Verify that the device is functioning properly by connecting it to a USB connector on another system. ■ Verify with the device manufacturer that you are using the correct driver(s).
320399-002.book Page 40 Thursday, June 19, 2003 1:17 PM Problems and Solutions Wireless LAN (WLAN) Device Problems ✎ See also the “Internet Problems” section. Notebook cannot connect to wireless network ■ Verify that the wireless device is turned on. On most models, a light turns on or changes color when the device is turned on.
320399-002.book Page 41 Thursday, June 19, 2003 1:17 PM Problems and Solutions ❏ People or objects moving into the range of the antenna and access point. ❏ The number of users connecting at one time in a single area to a single access point. ❏ The concentration of access points within an area. ❏ Channel utilization.
320399-002.book Page 42 Thursday, June 19, 2003 1:17 PM Problems and Solutions 4. Select the network name in the Preferred Networks window, then select Properties. 5. Select the Authentication tab. 6. Make sure the check box for authentication is cleared. 7. Select Apply, then select OK.
320399-002.book Page 43 Thursday, June 19, 2003 1:17 PM Problems and Solutions Throughput and connection range vary If there are large variations in throughput and range even when equipment is stationary, the cause may be nearby sources of radio frequency interference. WLAN radios operate in unlicensed frequency bands where many other sorts of radio devices may also operate. Such radio devices may severely impact performance of the WLAN.
320399-002.book Page 1 Thursday, June 19, 2003 1:17 PM Index 1394 connector 2–17 A AC adapter connecting 1–2 light 1–2 replacing 2–5 when to use 1–6, 2–11 adapter digital media (CompactFlash cards, Memory Sticks, MMCs, etc.) 2–13 Ethernet LAN 2–34 FireWire (IEEE 1394) 2–17 network 2–33 airflow 1–3, 2–38 alerts, audible digital media (CompactFlash cards, Memory Sticks, MMCs, etc.) 2–14 drive 2–10 low-battery 2–4 memory card 2–14 PC Card 2–35 analog vs.
320399-002.book Page 2 Thursday, June 19, 2003 1:17 PM Index button(s) Easy Access 2–23 mute 2–2 power, resetting notebook with 1–3 power, resuming from Hibernation 1–2 power, vs.
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320399-002.book Page 7 Thursday, June 19, 2003 1:17 PM Index restoring from Hibernation with 1–2 vs. power button 2–1 primary hard drive 2–19 PS/2 scroll mouse 2–27 pulse dialing mode 2–29 Q Quick Launch buttons 2–23 Quick Solutions Checklist 1–2 R Reader, Integrated Memory 2–13 region error code, DVD 2–10, 2–12 reset (emergency shutdown) 1–3 resuming from Standby 1–2 ROM, system affecting optical drive 2–9 external device requirements 1–4 updating 2–1 S scan, virus 1–5 Scart 2–37 screen.
320399-002.book Page 8 Thursday, June 19, 2003 1:17 PM Index affecting PC Card 2–36 resuming from 1–2 system initiated 2–3 startup procedures 1–2, 2–3 sequence (boot order) 2–20 stop byte 2–21 sunlight, affecting infrared transmission 2–22 support, customer 1–9 S-Video 2–37 switch power, resetting notebook with 1–3 power, restoring from Hibernation with 1–2 power, vs.
