hp vectra vl420

troubleshooting guide
www.hp.com/go/vectrasupport

Notice
The information contained in this document is subject to change without notice. Hewlett-Packard makes no warranty of any kind with regard to this material, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose. Hewlett-Packard shall not be liable for errors contained herein or for incidental or consequential damages in connection with the furnishing, performance, or use of this material. This document contains proprietary information that is protected by copyright. All rights are reserved. No part of this document may be photocopied, reproduced, or translated to another language without the prior written consent of Hewlett-Packard Company. Adobe, Acrobat and Acrobat Reader are trademarks or registered trademarks of Adobe Systems Incorporated. Microsoft, MS-DOS, Windows and Windows NT are U.S registered trademarks of Microsoft Corporation. HP France Business Desktop Division 38053 Grenoble Cedex 9 France 2001 Hewlett-Packard Company

Table of Contents
If You Have a Problem
What to Do First . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 My PC Doesnt Start Properly . . . . . . . . . . . . . . . . . . . . 11 My Computer Isnt Working Properly . . . . . . . . . . . . . . . . 13 Hardware Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Software Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Audio (Sound) Problems. . . . . . . . . . . . . . . . . . . . . . . . . . 19 Startup Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Frequently Asked Questions . . . . . . . . . . . . . . . . . . . . . . 26 Need More Help? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Diagnose Your Hardware (e-Diagtools). . . . . . . . . . . . . . . 28 Recovery CD-ROMs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 HP Setup Program. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Clearing Your PCs CMOS (BIOS) Settings. . . . . . . . . . . . 31 Your PCs BIOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Accessing Components in the PC . . . . . . . . . . . . . . . . . . 34 Support and Information Services . . . . . . . . . . . . . . . . . . 41 HP Customer Care Center Phone Numbers. . . . . . . . . . . . 42

Important Safety Information

If you are in any doubt that you can lift the equipment safely, do not try to move it without help. For your safety, never remove the PC's cover without first removing the power cord from the power outlet and any connection to a telecommunications network. If a Power Protection Device is fitted to your PC, you must shut down your computer using the on/off switch, then remove the power cord before removing the PCs cover. Remove the Power Protection Device cables before any servicing operation. Always replace the cover before switching the PC on again. To avoid electric shock, do not open the Power Supply Unit. There are no serviceable parts inside. For your safety only replace with a Power Supply Unit provided by HP Support Services. Ensure that the electrical power requirements of your PC (refer to the label on the Power Supply Unit) can be suitably provided by your electrical installation. There is a danger of explosion if the battery is incorrectly installed. For your safety, never attempt to recharge, disassemble, or burn an old battery. Only replace the battery with the same or equivalent type, as recommended by the manufacturer. The battery in this PC is a lithium battery which does not contain any heavy metals. Nevertheless, in order to protect the environment, do not dispose of batteries in household waste. Please return used batteries either to the shop from which you bought them, to the dealer from whom you purchased your PC, or to HP so that they can either be recycled or disposed of in the correct way. Returned batteries will be accepted free of charge. If you have a modem: Do not attempt to connect this product to the phone line during a lightning storm. Never install telephone jacks in wet locations unless the telephone line has been disconnected at the network interface. Never touch uninsulated telephone wires or terminals unless the telephone line has been disconnected at the network interface. Use caution when installing or modifying telephone lines. Avoid using a telephone (other than a cordless type) during an lightning storm. There may be a risk from lightning. Do not use the telephone to report a gas leak in the vicinity of the leak. Never touch or remove the communications board without first removing the connection to the telephone network. Use minimum N 26 AWG wire for telephone cable. Warning: Some parts inside the computer may be hot, please wait for them to cool down before touching them.

Information Roadmap
Use the icon in Acrobat Reader to search for information in this PDF. The following types of information are available for HP Business PCs:

Troubleshooting
See the HP Troubleshooting Guide (this document). The Troubleshooting Guide will help you solve problems with your HP Business PC. It is available in PDF format on the HP support web site (www.hp.com/go/vectrasupport or www.hp.com/go/e-pcsupport). The Troubleshooting Guide will help you:

Find out what to do first if you encounter a problem with your computer Identify the problem area and provide a possible solution Find further HP service and support if you still cant solve the problem Collect relevant information on your computer before contacting support.

Technical Reference
See the HP Technical Reference Manual. The Technical Reference Manual, available in PDF format on the HP support web site (www.hp.com/go/vectrasupport or www.hp.com/go/e-pcsupport), provides information on:

Your computers hardware components The drivers, software and BIOS used in your computer.

Installing, Configuring, Upgrading

See the HP Service Handbook Chapter or the HP Upgrade Guide. The Service Handbook Chapter, available in PDF format on the HP support web site (www.hp.com/go/vectrasupport or www.hp.com/go/e-pcsupport), provides information on:

HP Business PC configurations Replacement parts Available accessories.

The Upgrade Guide will help you upgrade and replace components in your HP Business PC, including the hard drive, memory, battery, power supply, and optical drives. More information is available on the HP support web site (www.hp.com/go/vectrasupport).

Discover and use your product

See the HP Quick Start card and HP Quick Users Guide. The Quick Start card provided with your HP Business PC will help you:

Set up and begin using your HP Business PC for the first time Upgrade and replace components in your HP Business PC, including the hard drive, processor memory, add-on cards and optical drives. More information is available on the HP support web site (www.hp.com/go/vectrasupport or www.hp.com/go/e-pcsupport). Find out where to get more information.

The Quick Users Guide provided with your HP Business PC includes basic troubleshooting information, technical specifications, warranty and legal information.

Your computers online information

Your computer may contain online help information on the hard disk, such as:

Troubleshooting and how to use HP Instant Support Linking to useful HP web sites.

If your computer is running Windows XP then you can access the Help and Support Center (HSC) via the Start menu. HSC is an application which centralizes help topics, tutorials, troubleshooting etc.

Information on the hp support web site

Refer to the HP support web site (www.hp.com/go/vectrasupport or www.hp.com/go/e-pcsupport) for a wide range of information, including:

Downloadable documentation Service and support options The latest BIOS, drivers and utilities Answers to Frequently Asked Questions.

System recovery cd-roms

Used for a full system recovery or alternative OS installation. Includes instructions on how to recover your preloaded software including operating system, drivers and utilities.

Finding Information
Use the following table to determine where to locate particular types of information: Type of Information

Location Quick Users Guide

Support phone numbers

Technical support contact information Warranty information

How to set up your computer Operation of your computer

Quick Start Card (details) Quick Users Guide (general information) Operating system and application manuals Upgrade Guide

Diagrams and detailed instructions on installing add-on devices Internal wire connections for adding hard drives, CD-ROM, etc. Memory expansion and replacing devices LAN configuration LAN controller

LAN Card Ready Program (available on the HP support web site) Technical Reference Manual Troubleshooting Guide

Identifying the problem

Information on errors Problem solving Troubleshooting Parts list Accessories list

Service Handbook Chapter Technical Reference Manual

BIOS

Connectors IRQ POST setup Specifications System board layout Technical diagrams

Finding Information
Use the following table to determine where to locate particular types of information: Type of Information

Location Quick Users Guide

Support phone numbers

Technical support contact information Warranty information

How to set up your computer Operation of your computer

Quick Start Card (details) Quick Users Guide (general information) Operating system and application manuals Upgrade Guide

Diagrams and detailed instructions on installing add-on devices Internal wire connections for adding hard drives, CD-ROM, etc. Memory expansion and replacing devices LAN configuration LAN controller

LAN Card Ready Program (available on the HP support web site) Technical Reference Manual Troubleshooting Guide

Identifying the problem

Information on errors Problem solving Troubleshooting Parts list Accessories list

Service Handbook Chapter Technical Reference Manual

BIOS

Connectors IRQ POST setup Specifications System board layout Technical diagrams

If You Have a Problem

If You Have a Problem

What to Do First
Dont panic! Most things that go wrong with computers can be fixed relatively easily provided you do not rush into them. Use the following checklist to see where you can find help.

Is the problem hardware or software related? Is the problem related to an application? Check for viruses?

Run HP e-Diagtools to see whether you have a hardware or software problem (refer to page 28). Refer to the applications online and/or printed documentation. You can also check the software manufacturers website Your problem might be caused by a virus. Use your antivirus software to check for viruses. It is recommended that you run a thorough check on your entire system.

Is the problem with Windows?

Yes Refer to Windows Help, accessed by selecting Help from the Windows Start menu. No

For other help, refer to the troubleshooting sections starting on page 11 or the Frequently Asked Questions starting on page 26. Collect information on your PC (refer to page 41) then contact your authorized support provider. For Customer Care Center numbers, refer to page 42. For a wide range of information and support, refer to the HP Web at:
www.hp.com/go/vectrasupport.

Still Need Help?

For information on your warranty, refer to the Quick Users Guide provided with your PC or on the HP Web at:
www.hp.com/go/vectrasupport.

10

If You Have a Problem

My PC Doesnt Start Properly

The PC Doesnt Power On
Have you checked that...
The PCs power cord is correctly connected The PCs power outlet is working The PCs voltage switch is correctly set How

Connect the power cord to a grounded power outlet and to the PC Plug another device into the power outlet and check that it works 1 2 3 4 Disconnect the power cord. Select the correct setting on the voltage switch located beside the power connector in the rear of the PC. Reconnect the power cord. Start the PC.

You did not hear a series of beeps when you turned the PC on The PCs power-on LED lights when you press the On/Off switch

If you hear a series of beeps when you turn the PC on, refer to page 21. If the LED does not light, check that the status panel connector is connected correctly to the system board, and that the power supply is connected to the system board (refer to page 40).

Advanced Troubleshooting
The problem is not being caused by an internal device 1 2 3 4 5 6 The power supply is working properly 1 2 Disconnect the PCs power cord. Remove the PCs cover (refer to page 32 or page 35). Remove internal power connectors from all internal devices. Reconnect the PCs power cord. Reconnect the power connectors one by one to the internal devices to see which device is defective. Contact your authorized support provider. When you power on the PC, check that the light on the On/Off button comes on and that you hear the power supply fan. If nothing happens, contact your authorized support provider. The original power supply unit may have to be replaced.

If the problem persists, contact your authorized support provider

The Power-On Self Test Displays an Error

An on-screen error or a series of beeps when the PC starts means there is a configuration problem Have you checked that...
The part of your configuration with which the Power-On Self Test has detected an error If you still have a problem How

For more specific troubleshooting information, refer to Software Problems on page 18 Run HP e-Diagtools (refer to page 28)

11

If You Have a Problem

The PC Beeps During Startup but the Screen Remains Blank

These beeps indicate errors in the very early stages of the boot sequence Have you checked that...
Your memory modules are of the correct type How

1 2 3 4

Disconnect the PCs power cord. Remove the PCs cover (refer to page 32 or page 35). Replace the memory module with a known working memory module. Reconnect the PCs power cord and start up the PC. Disconnect the PCs power cord. Remove the PCs cover (refer to page 32 or page 35). Remove the expansion card (see the HP Vectra VL420 Upgrade Guide, details on page 5). Reconnect the PCs power cord and start up the PC. Press F8 when the HP logo appears at startup, then select Enter Setup. Refer to page 29 for more information. Reload the default Setup values by pressing F9. Press F10 to exit the Setup program saving changes.

The expansion card you have installed is compatible

1 2 3 4

That you have not made any changes to the PCs Setup program that may be causing the problem
If the problem persists, contact your authorized support provider

1 2 3

You Get a non-system disk or operating system not found Message

Have you checked that...
You didnt leave a non-bootable floppy disk in your floppy drive when you started the PC The device boot order is correct in the Setup program How

1 2 3 1 2 3

Check for a non-bootable floppy disk in the floppy drive. Remove the floppy disk if there is one in the drive. Restart the PC. Press F8 when the HP logo appears at startup, then select Enter Setup. Refer to page 29 for more information. Reload the default Setup values by pressing F9. Press F10 to exit the Setup program saving changes.

12

If You Have a Problem

My Computer Isnt Working Properly

The PC is Stuck in Sleep Mode
Have you checked that...
The PC is really stuck How

1 2 3 4

Press any key on the keyboard. Wait for a minute to see if the PC wakes up. Press the power button once and, if the power LED stops blinking, wait for one minute. Press in the power button for 5 seconds. The PC will shut down. Note that any unsaved data will be lost. Unplug the PCs power cord, wait for a few seconds then plug it in again. If your PC does not restart automatically, press the On/Off button.

The PC Freezes All of a Sudden

Have you checked that...
One of your applications has not crashed How

2 3 4 There is not a hardware problem 1 2 1 2

Try pressing the CTRL + ALT + DEL keys simultaneously. A window appears showing the applications currently running. One of these may be marked as not responding. Select the application and click on the End Task button. Restart the program to see if it is working normally. If it does not work normally, restart the PC and try again. Run e-Diagtools (refer to page 28). If the problem persists, try removing any recently added memory or expansion cards. Restart your PC. Press F8 when the HP logo appears at startup, then select Summary. Check the information on RAM, then press Esc and select Exit discarding changes.

You have installed enough memory in your PC. It is recommended that you install 128MB of RAM to run Windows 2000 or Windows XP on your PC. Installing less than this may cause problems running applications. The processor in your PC has not overheated.

1 2 3 4

Disconnect the PCs power cord. Remove the PCs cover (refer to page 32 or page 35). Make sure the heatsink fan connector is properly connected. Refer to the HP Vectra VL420 Upgrade Guide (see page 5). Restart your PC and check whether the PC displays an error with the heatsink fan when it boots.

I Cant Shut Down My PC

Have you checked that...
The PC did not hang when you tried to shut it down How

1 2

If you cant shut down and restart the PC normally, press in the power button for 5 seconds. The PC will shut down. Note that any unsaved data will be lost. Unplug the power cord from your PC, wait for a few seconds and then plug it in again. Your PC will restart automatically. Save all data and exit all programs (if you can). Press the power button and keep it pressed for 5 seconds. The PC will turn off.

The PC will not shut down if you press the power button

1 2

13

If You Have a Problem

Hardware Problems
This section provides information on how to solve problems with your keyboard, monitor, drives or printer.

WARNING

Be sure to disconnect the power cord and any telecommunication cables from your computer before you remove the cover to check the cable connections or jumper settings. To avoid electrical shock and harm to your eyes by laser light, do not open the laser module of the CD-ROM. The laser module should only be serviced by service personnel. Do not attempt to make any adjustment to the laser unit. Refer to the label on the CD-ROM for power requirements and wavelength. This PC is a class 1 laser product.

The Keyboard Doesnt Work Properly

Have you checked that...
The keyboard cable is correctly connected The keyboard is clean and no keys are stuck down The keyboard itself is not defective How

Plug the cable into the correct connector on the back of the PC. Color coding is used for easy matching. Check all keys are at the same height, and none are stuck Either replace the keyboard by a known working unit or try the keyboard with another PC

Advanced Troubleshooting
You are using the correct driver. This driver is provided with all Windows 2000 or Windows XP preloaded systems. Download the latest driver from HPs web site at:
www.hp.com/go/e-pcsupport.

You are using the latest BIOS for your PC

Download the latest BIOS and instructions for its installation from HPs Web at: www.hp.com/go/vectrasupport

Theres a Problem with the Hard Disk

Have you checked that...
The disk is not damaged in some way How

You have not disabled the option to boot your PC from the hard drive in the Boot menu of the Setup program The hard disk drive has been detected

Run ScanDisk and Disk Defragmenter to see if they detect a problem with the hard disk drive. To access these utilities, select Programs Accessories System Tools from the Start menu. Press F8 when the HP logo appears at startup, then select Enter Setup and go to the Boot menu. Press F8 when the HP logo appears at startup, then select Enter Setup and go to the Advanced menu. You should see a hard disk drive declared in the Primary Master field of the IDE Devices submenu. Such alerts can appear on your screen at startup or while the PC is running. If you receive such an alert, carry out an immediate data backup, then contact HP at www.hp.com/go/vectrasupport to ask for a replacement hard drive.

You have not received a S.M.A.R.T. alert from the HP Toptools Agent indicating that your hard disk drive is defective

Advanced Troubleshooting
All the hard drives internal connections and both ends of the status panel are correctly connected The jumpers on the hard drive are set correctly Check that the drives power and data cables are correctly connected at both ends (hard drive and system board). Refer to the HP Vectra VL420 Upgrade Guide (details on page 5). Check that the jumpers on the hard drive are in CS (cable select) mode.

14

If You Have a Problem

The Monitor Doesnt Work Properly

The PCs power indicator light works but the monitor remains blank Have you checked that...
The monitor is switched ON (LED is on) The monitors power cord is correctly connected The monitor (video) cable is correctly connected The monitor is located too close to external devices The monitors brightness and contrast settings are correctly set How

Refer to the monitor manual for an explanation of the LED signals (green, orange, or blinking) Connect the power cord ensure it is plugged into a working grounded power outlet and into the monitor Connect the monitor (video) cable ensure it is properly connected to both the PC and the monitor Electrical devices such as fans, fluorescent lamps and external speakers can interfere with the screen image. Switch off or move these devices away from the monitor. Check the settings using the monitors OSD (on-screen display) or using controls on the front of the monitor

There is an image during boot but then the screen goes blank Have you checked that...
The monitor settings in your PC are compatible with your monitor How
Windows 98 & Windows 2000: Restart the PC. The PC opening

screen is displayed. For Windows 98, when you hear a beep, press F8 and then start the PC in safe mode. For Windows 2000, when prompted, press F8 and then start the PC in VGA mode. When the PC has started, double-click on the Display icon in your PCs Control Panel, then click on the Settings button. Use the sliding control to reset the resolution.
For other operating systems, refer to your operating systems

documentation.

The picture breaks up, rolls, shudders or blinks Have you checked that...
The monitor is correctly connected or set up All the hardware is working correctly How

Check the video cable connections to the PC Check that there is no interference from a fluorescent light or fan

Run e-Diagtools (refer to page 28)

A Newly Installed Device Is Not Recognized

Have you checked that...
The device is installed or connected properly How

Expansion cards:

Check that expansion cards are properly seated in their slots

Internal devices:

Check any internal cables for bent pins and poor connection
External devices:

Check any connections to external devices for bent pins or poor connection If it is an external device, that it is switched on
Press the devices power button if there is one, and check that the

power cable is correctly connected

15

If You Have a Problem

Theres a Problem with the Floppy Drive

Have you checked that...
You are using a formatted floppy disk and it is inserted correctly The floppy disk is clean The Setup program is correctly configured for your floppy drive How

You will receive an on-screen error if the diskette is not properly formatted Use a floppy disk cleaning kit (see your PC dealer) Press F8 when the HP logo appears at startup, then select Enter Setup and go to the Advanced menu. You should see 1.44/1.25 MB 3. in the Legacy Diskette field of the Flexible Disk Drives submenu. Run e-Diagtools to see if it detects a problem with the floppy drive (refer to page 28)

The hardware is working properly

Advanced Troubleshooting
The drives power and data cables are correctly connected Check that the drives power and data cables are correctly connected at both ends (floppy drive and system board). Refer to the HP Vectra VL420 Upgrade Guide (details on page 5).

Theres a Problem with the CD-ROM Drive

Have you checked that...
There is a CD-ROM inserted in the drive How

Click on the drive letter assigned to your drive in Windows Explorer.

If you receive a message such as D:\ is not accessible/device is not ready, this means there is no disc in the drive. Open the drive and check whether there is a disc inside. Press F8 when the HP logo appears at startup, select Enter Setup and then: Go to the Advanced menu. You should see a CD-ROM drive declared in the Secondary Master or Secondary Slave field of the IDE Devices submenu. Go to the Boot menu. If you intend to boot from the CD-ROM drive, you should place CD-ROM Drive before Hard Drive in the Setup Boot Device Priority submenu. Run e-Diagtools to see if it detects a problem with the drive (refer to page 28). Press F8 when the HP logo appears at startup, then select Enter Setup and go to the Advanced menu. Make sure you have selected both in the Local Bus IDE Adapter field.

The Setup program is correctly configured for your drive

The hardware is working properly The Local Bus IDE Adapter item is correctly configured in the Setup program

Advanced Troubleshooting
All cables (data, power and audio) have been properly connected both to the CD-ROM drive and to the system board. The jumpers on the drive are set correctly Check that the drives power and data cables are correctly connected at both ends (drive and system board). Refer to the HP Vectra VL420 Upgrade Guide (details on page 5). Check that the jumpers on the drive are in CS (cable select) mode

16

If You Have a Problem

The CD-ROM Drive Doesnt Open

If you have difficulty removing a disc from the CD-ROM drive (during a power failure for example), you can use the manual eject button. 1 With a thin, solid rod, such as the end of a paper clip, push the CD-ROM drives manual eject button.

2 3

The CD-ROM drive door will be released, opening slightly. Carefully pull it open fully and retrieve the CD. To close the CD-ROM drive door, push it gently closed without forcing it. The CD-ROM drive door may not close completely until it is fully functional (for example, when the power comes back on).

The Printer Doesnt Work

The Printer Will Not Print Have you checked that...
The printer is on There is paper in the printer You didnt plug in the printers parallel data cable (where applicable) when the PC was already on The correct printer driver is installed How

The printer is configured correctly

Check the power and data cables are correctly connected. Press the printers power button. Check the printers paper tray 1 2 Shut the PC down, then restart it. Try to print again.

Check that the correct printer driver is installed on your PC by clicking on the Start menu, then selecting Settings Printers. Your printers driver should be displayed in the Printers window.
Click on the Start menu, then select Settings Printers. Right-

click on the icon for the printer you want to use and ensure that Set as default is selected and that the printer is set to work online. If the printer is on your network, you can set it up by browsing for it in Network Neighborhood, clicking on the printers icon, then clicking on Install in the File menu. Print out a test page to test the printer. 1 2 3 Restart the PC. Press F8 when the HP logo appears at startup, then select Enter Setup. Check the correct setting is selected under I/O Device Configuration Parallel Port in the Advanced menu. This setting should be Auto (for Windows 98 and 2000).

The parallel port is configured correctly in the PCs Setup program

The Printer Prints Garbled Information

The correct printer driver is installed Check that the correct driver is installed on your PC by clicking on the Start menu, then selecting Settings Printers. The driver for your printer should be displayed in the Printers window that appears. Check the cables and, if it still does not work, check the product documentation

The printers data cables are connected properly

17

If You Have a Problem

Software Problems
My Software Wont Run
Have you checked that...
There is no information about the problem in the accompanying documentation The software has been correctly installed How

Refer to the application software documentation and/or the operating system documentation for guidance 1 2 3 Check for any error messages when you try to run the software. Remove and then reinstall the software. If the problem continues, contact the software manufacturers support services.

The Date and Time are Wrong

Have you checked that...
The battery has not become discharged. This may happen when the PC has been unplugged for too long. How

Change the date and time, by selecting Settings Control Panel Date/Time from the Start menu or use the Setup program, accessed by pressing F8 when the HP logo appears at startup, then select Enter Setup. If necessary, install a new battery. Refer to the HP Vectra VL420 Upgrade Guide (details on page 5).

You Get the Message Some necessary system files are corrupted
Have you checked that...
You didnt delete any system files How

Reinstall the operating system or return the PC to its original factory configuration by using the HP Image Creation & Recovery CD-ROM. Refer to page 28 for more information.

Forgotten Your PCs BIOS Password

You have forgotten the password that has been set in the Setup program to prevent unauthorized users from starting your PC 1 2 Ask your system administrator, if you have one, to remind you of the password. If you cannot find out the password, clear passwords (see page 31). This will allow the PC to start without a password.

Problems Using the Euro Symbol

Have you checked that...
Your operating system and applications support this feature How

Only the latest operating systems such as Windows 98 and Windows 2000, provide integrated support for the Euro symbol (in certain languages only). For more information on how to enable support of the Euro symbol, refer to Microsofts website at: www.microsoft.com/windows/euro.asp. If the symbol is supported by a particular font, you will see it in the Character Map, accessible by selecting Programs Accessories Charmap in the Windows Start menu (Windows 98) or Programs Accessories System Tools Character Map (Windows 2000). Select Settings Control Panel in the Windows Start menu, then doubleclick on Keyboard and select the Language or Input Locales tab in the Keyboard Properties Window. Click on Add and select the country that corresponds to your keyboard, and click OK to exit the Control Panel.

The font you are using supports the Euro symbol

Your keyboard has a Euro symbol. If not, you can configure the keyboard.

18

If You Have a Problem

Audio (Sound) Problems

No Sound When Running Applications
Have you checked that...
The volume, mute, and balance settings are correct How

Refer to the operating system documentation for more information

Advanced Troubleshooting
The problem is not caused by a hardware conflict. Hardware conflicts occur when two or more peripheral devices compete for the same signal lines or channels. Conflicts between your audio interface and a peripheral device might be due to the settings of the I/O addresses, IRQ or DMA channel. Check the settings of the audio interface and other accessories in your system.

No Sound When Playing a Multimedia or Audio CD

Have you checked that...
The volume control on the CD-ROM drive is correctly set If you are using headphones or speakers:
they are correctly connected the operating system volume controls are

How

Open the playback mixer and move the CD volume slider

Double-click on the speaker icon on the taskbar, then set the

required volume with the volume slider Refer to page 40.

Change optical drive settings to analog mode: 1 Click on the Start menu and select Control Panel. 2 Select Sounds, Speech and Audio Devices. 3 Select Sounds and Audio Devices. 4 Click on the Hardware tab. 5 Select the device, then click on Properties. 6 Click on the Properties tab. 7 Uncheck Enable digital CD Audio for this CD-ROM device. 8 Reboot your PC for the change to take effect. Change Windows Media Player settings to analog mode: 1 Open Windows Media Player. 2 In the Menu bar select Tools and then Options. 3 Select the Devices tab. 4 Select the audio source in the list of devices. 5 Select Properties. 6 In Playback, check Analog and click on the Apply button. 7 The change will take place the next time you open Windows Media Player.

correctly set. The audio cable for the CD-ROM drive is correctly connected to the connector on the system board.
The optical drive and Windows Media Player are set to analog mode (Windows XP Users only). By default, Windows XP enables the optical drive and Windows Media Player in digital mode. With this setting the CD drive is unable to convert this digital data into an analog signal which is used to feed the headset connector. To go to analog mode you must change both the optical drive and Media Player settings.

A New Add-On Sound Card Does Not Work

Have you checked that...
You have disabled the integrated sound features on your PC as required How

To disable integrated sound reboot the system and go to the setup menu. Disable the integrated audio in the appropriate field.

19

If You Have a Problem

There Is a Humming Noise

Have you checked that...
The power grounding of your audio components is adequate The microphone boost is activated How

Plug all devices into adjacent power outlets (outlets within 5 cm/2 inches of each other), or use line filters In the volume mixer, select advanced controls and select the +20dB microphone boost option

The Computer Hangs while Recording

Have you checked that...
You are not filling up your hard disk with uncompressed digital audio. For example, one minute of stereo sound recorded at a resolution of 44 kHz will occupy about 10.5 MB. How

Before recording, check that there is enough free space on your

hard disk.
Data compression can reduce the space required. The A-law and

m-law hardware compression used by the audio interface enables the sampling of sound at a resolution of 16-bits, but it generates the same quantity of data as an 8-bit sample.

No Sound when Recording with the Microphone

Have you checked that...
The microphone specifications meet the requirements of the 16-bit sound components. The microphone should be a 600-ohm electret type.
Microphone is selected and that the volume is set high enough The Microphone Boost option is selected in Sounds, Speech, and Audio Devices in the HP e-pcs Control Panel

How

Check the documentation that came with your microphone

Double-click on the speaker icon to check that Microphone is selected. Check the volume has been set high enough to be heard and that Mute is not selected. Open the Control Panel from the Start menu and select Sounds, Speech, and Audio Devices.

The Sound Falters or is Jerky

Have you checked that...
This may happen when processor resources are being used by another application

How

When listening to audio files, do not run processor-intensive applications.

20

If You Have a Problem

Startup Errors
Power-on Self Test
When your PC starts it performs a Power-on Self Test (POST) to test your hardware configuration for any problems. If a problem is detected during the POST, an error is displayed on your PCs monitor.

Pre-boot Diagnostics (beep codes)

If, however, your PC is unable to display an error message (for example, when you graphics controller has failed), it will emit a buzzing sound. This is the pre-boot diagnostics feature. Immediately after the buzzing sound, a series of beeps is emitted. If you hear a series of beeps, you should count them as this will help you detect the cause of the problem.

Number of Beeps
0

Meaning
If you hear the buzzing audio signal: system OK No buzzing audio signal: no power, PC is unplugged, power supply

is down or system board has failed. 1 2 Processor absent, not correctly connected or processor socket not closed Power supply is in protected mode. Check that there are no short circuits inside the PC. Remove the power cord from the back of the PC to deactivate the protection, then reinsert it. No memory, bad memory modules, incompatible memory module Video hardwared problem. If using a graphics card, check the card is correctly inserted in its slot by removing and replacing it. PnP/PCI initialization problem Corrupted BIOS. You need to activate crisis recovery procedure (refer to Updating Your PCs BIOS on pag e32). Defective system board

3 4 5 6 7

Please note that for Memory (code 3), Video Card (code 4), and PnP/PCI (code 5) errors, pre-boot diagnostics will only detect them after a 15-second timeout. If you miss the beep code, turn off the PC by pressing the on/off power button for five seconds or more, then listen for the signal again. The pre-boot diagnostics, as well as emitting a beep sequence, also encodes troubleshooting information (such as the PC models, serial number, and failing component) into a coded audio signal. During a support call, this coded signal can then be decoded by the HP Service Provider to provide immediate and effective assistance. For more information on BIOS beep codes and BIOS error codes, refer to the Technical Reference Manual for the HP Vectra VL420 PC, available in PDF (Adobe Acrobat) format on the HP support web site at: www.hp.com/go/vectrasupport.

21

If You Have a Problem

Memory Test Error

Note: this error is indicated by a series of beeps while the screen remains blank Have you checked that...
The PCs memory modules are installed correctly How

1 2 3 4

Disconnect the power cord. Remove the PCs cover (refer to page 32 or page 35). Check the memory modules are correctly installed, of the correct type and in the correct sockets. Refer to the HP Vectra VL420 Upgrade Guide (details on page 5). Close the PC, reconnect the power cord and check that the PC boots (starts). Disconnect the power cord. Remove the PCs cover (refer to page 32 or page 35). Replace the memory modules by known working memory modules from the same model of PC. Refer to the HP Vectra VL420 Upgrade Guide (details on page 5) Close the PC, reconnect the power cord and check that the PC boots (starts).

The PCs memory modules are working

1 2 3 4

Run e-Diagtools. Refer to page 28.

Advanced Troubleshooting
You are using the latest BIOS for your PC
If the problem persists, contact your authorized support provider

Download the latest BIOS and instructions for its installation from HPs Web at: www.hp.com/go/vectrasupport

CPU Fan Connector Test Error

Have you checked that...
The CPU fan connector is correctly connected How

1 2 3 4 5

Switch off the PC. Disconnect the power cord. Remove the PCs cover (refer to page 32 or page 35). Check the CPU fan cable is correctly connected. Replace the cover and restart the PC.

If the problem persists, contact your authorized support provider

22

If You Have a Problem

Keyboard Test Error

Have you checked that...
The keyboard cable is correctly connected How

The keyboard is clean and keys are not stuck down The keyboard is working

1 2

Switch off the PC. Plug the cables into the correct connectors on the back of the PC (you may have problems if you connect the mouse to the keyboard connector).

Check all keys are at the same height, and none are stuck. 1 2 3 Switch off the PC. Replace the keyboard by a known working unit. Switch on the PC, and check it works.

Run e-Diagtools. Refer to page 28. The keyboard port is working 1 2 3 Disconnect the keyboard from the PC. Attach the keyboard to another PC of the same model. If the keyboard works you may need a new system board. Contact your authorized support provider.

You are using the latest BIOS for your PC

Download the latest BIOS and instructions for its installation from HPs Web at: www.hp.com/go/vectrasupport

If the problem persists, contact your authorized support provider

Floppy Drive Test Error

Have you checked that...
The drive is correctly configured in the PCs Setup program. How

1 2 3

Restart the PC. Press F8 when the HP logo appears, then select Enter Setup. Check the floppy disk drive is enabled and that the correct type is selected (refer to page 16).

The floppy drive is working

Insert a known working floppy disk and see if it works Run e-Diagtools. Refer to page 28. Download the latest BIOS and instructions for its installation from HPs Web at: www.hp.com/go/vectrasupport

You are using the latest BIOS for your PC

Advanced Troubleshooting
The drive cables are correctly connected 1 2 3 4 The drive cable is working 1 2 3 4 The drive itself has not failed 1 2 3 4 5 Disconnect the power cord. Remove the PCs cover (refer to page 32 or page 35). Check the floppy drives power and data cables are correctly connected. Refer to the HP Vectra VL420 Upgrade Guide (details on page 5). Close the PC then switch it on and check it works. Disconnect the power cord. Remove the PCs cover (refer to page 32 or page 35). Replace the floppy drive cable by a known working cable from the same model of PC, if possible. Close the PC then switch it on and check it works. Disconnect the power cord. Remove the PCs cover (refer to page 32 or page 35). Replace floppy by a known working drive from the same model of PC, if possible. Refer to the HP Vectra VL420 Upgrade Guide (see page 5). Close the PC then switch it on and check it works. If the drive works, replace the defective drive.

Refer to page 16 for more information on troubleshooting floppy drives. If the problem persists, contact your authorized support provider

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If You Have a Problem

Hard Disk or CD-ROM Drive Test Error

Have you checked that...
The drive is correctly configured in the PCs Setup program The hard disk or CD-ROM drive is working How

You are using the latest BIOS for your PC

1 2 3

Restart the PC. Press F8 when the HP logo appears, then select Enter Setup. Check the drive is enabled and the correct type is selected.

To test your hard drive, run e-Diagtools from the HP Image Library & Diagnostics CD-ROM. To test your CD-ROM drive, run e-Diagtools from the Utility Partition on your hard drive. Refer to page 28. Download the latest BIOS and instructions for its installation from HPs Web at: www.hp.com/go/vectrasupport

Advanced Troubleshooting
The drive cables are correctly connected 1 2 3 4 The drive cable is working 1 2 3 4 The drive itself has not failed 1 2 3 4
If the problem persists, contact your authorized support provider

Disconnect the power cord. Remove the PCs cover (refer to page 32 or page 35). Check the drives power and data cables are correctly connected. Refer to the HP Vectra VL420 Upgrade Guide (details on page 5). Close the PC then switch it on and check it works. Disconnect the power cord. Remove the PCs cover (refer to page 32 or page 35). Replace the drive cable by a known working cable from the same model of PC, if possible. Close the PC then switch it on and check it works. Disconnect the power cord. Remove the PCs cover (refer to page 32 or page 35). Replace the drive by a known working drive from the same PC model, if possible. Refer to the HP Vectra VL420 Upgrade Guide (see page 5). Close the PC then switch it on and check it works.

CMOS Test Error

Have you checked that...
The internal battery is working How

1 2 3 4

Set the PC to the correct time (refer to the operating system manual). Switch off and unplug the PC for an hour. Restart the PC and check the time is correct. If the time is incorrect, replace the PCs battery. Refer to the HP Vectra VL420 Upgrade Guide (details on page 5).

You are using the latest BIOS for your PC The CMOS is not corrupted

Download the latest BIOS and instructions for its installation from HPs Web at: www.hp.com/go/vectrasupport
Clear your PCs CMOS in the PCs Setup program (the recommended

method) if you have access to this option. Press F8 when the HP logo appears at startup, then select Enter Setup. Clear your PCs CMOS manually. Refer to page 31.

Advanced Troubleshooting
Power is correctly connected to the system board 1 2 3 4 1 2 3 4
If the problem persists, contact your authorized support provider

Disconnect the power cord. Remove the PCs cover (refer to page 32 or page 35). Check the power connector is correctly attached to the system board. Close the PC, reconnect the power cord and check the PC starts. Restart the PC . Press F8 when the HP logo appears at startup, then select Enter Setup. Press F9 to restore default values. Press F10 to exit the Setup program saving changes.

You dont need to restore the default configuration settings

24

If You Have a Problem

Serial or Parallel Port Test Error

Have you checked that...
The port is correctly configured in the PCs Setup program How

1 2 3

Switch the PC OFF then ON. Press F8 when the HP logo appears at startup, then select Enter Setup. Check the port is enabled and the correct setting is selected under I/O Device Configuration in the Advanced menu. Switch off the PC. Plug the cables into the correct connectors on the back of the PC. Switch on the PC and the external devices.

You have not connected a device incorrectly or forgotten to switch it on You have installed the correct device drivers There is not a hardware problem You are using the latest BIOS for your PC

1 2 3

Refer to the documentation for your serial or parallel device. Run e-Diagtools. Refer to page 28. Download the latest BIOS and instructions for its installation from HPs Web at: www.hp.com/go/vectrasupport

If the problem persists, contact your authorized support provider

Other Configuration Problems

If the POST produces an error not covered in this section... Have you checked that...
The Setup program settings are correct How

You are using the latest BIOS for your PC

1 2

Turn on or restart the PC. Press F8 when the HP logo appears at startup, then select Enter Setup.

Download the latest BIOS and instructions for its installation from HPs Web at: www.hp.com/go/vectrasupport

If the problem persists, contact your authorized support provider

25

If You Have a Problem

Frequently Asked Questions

FAQs
General problems How can I reinstall my PCs operating system? Why is my PC running slowly/producing strange messages?

Use the HP Image Library & Diagnostics CD-ROMs provided with your PC (refer to page 28)
If you are connected to a network, the slowness of your PC may

be caused by the network.

Your PC may be infected by a virus. Use an antivirus utility to

erase any viruses. Or, update your PCs BIOS. You can download the BIOS and updating instructions from www.hp.com/go/vectrasupport. Ive been experiencing problems with my PC ever since I installed some new software. What can I do? Can I use USB hardware devices with the operating system preloaded on my PC? How can I find out what hardware and BIOS version are used in my PC? Where can I get information about the latest HP drivers? My PC runs Scandisk when I boot under Windows 98 SE even if the previous shutdown appeared to finish normally. Why? Uninstall the software to see whether this solves the problem. If the problem continues, contact the software manufacturer for help or information on known compatibility problems. Yes. USB is supported by Windows 98, Windows 2000 and Windows XP. Restart the PC and press F8 then Esc during the Power-On-SelfTest (POST). The BIOS version will be displayed at the top of the screen. From HPs website: www.hp.com/go/vectrasupport Sometimes your PC may appear to shutdown successfully when it has not. In these cases the operating system thinks that Windows has been shutdown incorrectly and runs Scandisk. A solution for this problem can be found at:
support.microsoft.com/support/kb/articles/Q 273/0/17.ASP

Why does my PC emit a long series of beeps during the boot process when my screen remains blank? How can I use the LEDs on the front panel to troubleshoot my PC?

The beeps are created by the HP e-Diagtools pre-boot diagnostics utility. For more information, see page 21. The LEDs on the front panel indicate the various states your PC is in. The On/Off LED indicates the power modes status of your PC. The three states are: green (PC is on), blinking green (PC is suspended) and off (PC is off). This is because Windows NT SP6/SP6a uses 99% of the CPU. This issue has been acknowledged in the Microsoft knowledge base (Ref Q266208 available on:
support.microsoft.com/support/kb/articles/Q 266/2/08.ASP?LN=EN-US&SD=SO&FR=0)

I have an event log that says that the RPC hung. What can I do?

Why are the beep codes from the e-DiagTools pre-boot diagnostics feature reporting a null serial number and PCID on my PC?

If the PC is unplugged and then plugged in again, both the serial number and PCID are lost (reset to zero). If, subsequently, a pre-boot failure occurs before the BIOS has been able to boot the PC (and refresh the serial number and PCID in the micro-controller), you will see a null serial number and PCID in the Virtual Call Assistant. The suggested workaround to this issue is to communicate the serial number and model information over the telephone.

26

If You Have a Problem

FAQs
Problems with power management My PC hangs when coming back from suspend under Windows 98. What should I do?

Occasionally, under Windows 98 SE, the PC does not wake from standby mode. To solve the problem, open the power management window by clicking Start Settings Control Panel Power Management. In the System Standby field, enter a value that is smaller than the value in the Turn Off Monitor field. This is a known issue with Windows 98 ACPI. See
support.microsoft.com/support/kb/articles/Q 242/9/39.ASP?LNG=ENG&SA=AL

My parallel port did not work after waking up from standby mode S1 under Windows 98 Hitting a key on my keyboard does not always wake up the PC. Why?

Your PC may be in a deep sleep mode. Normally, you can wake the PC by pressing any key or the On/Off button. However, the operating system can disable the keyboard. To enable the keyboard, right-click My Computer and select Properties Hardware Device Manager. Right-click on Keyboard, select Properties and check the Allow this device to bring the computer out of standby checkbox.

Problems with recovery cd-roms Why is my PC not booting from the CD-ROM?

It is likely that some BIOS-level settings (boot device order, security settings etc.) do not have correct values. Restart your PC and enter the Setup program by pressing F8 and then selecting the option to enter Setup). Change the incorrect settings, then try booting from the CD-ROM again. It is also possible that the CD-ROM drive is not connected properly.

Problems with LANs I get an error message in Windows 98 when changing the name of the workgroup. What can I do? Problems with storage devices I have a problem when I try to boot on my ZIP device. What can I do? The Zip device attached to the parallel port of my PC doesnt work under Windows 98. What should I do? Your Zip device must be installed on the secondary IDE channel as master and your CD driver as slave. In addition, in the BIOS setup, it must be placed before the floppy drive in the boot order. This is due to an incompatibility problem between the Iomega driver and a patch released by Microsoft for another problem. If you experience this problem, you need to uninstall the Microsoft patch by typing the following command at a DOS command prompt: Start Programs MS-DOS prompt After changing the Workgroup Name in the Network Properties window your computer will prompt you to reboot. After rebooting, reboot a second time to fix the problem.

%windir%\rundll.exe% windir%\system\setupx.dll,InstallHinf SectionDefaultInstall 132 %windir%\inf\qfe\win98.se\242939un.inf

Need More Help?

For more detailed help refer to:

HP Instant Support at www.hp.com/go/instantsupport. For automated diagnostics and solutions, software solutions, and the troubleshooting knowledge base. The HP Vectra support web site at: www.hp.com/go/vectrasupport. For downloads, documentation, support, troubleshooting information and the latest FAQs.

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If You Have a Problem

Diagnose Your Hardware (e-Diagtools)

Note HP strongly recommends you use HP e-Diagtools. It provides the most effective way of detecting most hardware problems. It can also help you distinguish between a hardware and a software problem.

What Is e-Diagtools For?

With e-Diagtools, you can:

Check the configuration of your PC and see whether it is functioning correctly Diagnose hardware-related problems Provide precise information to support personnel so that they can solve your problems quickly and efficiently.

How Do I Run e-Diagtools?

You can run e-Diagtools from: Your PCs hard drive utility partition. To do so, press F8 at startup and select the option to run hardware diagnostics. Your PCs HP Image Library & Diagnostics CD-ROM. Refer to Recovery CD-ROMs below. Your standalone e-Diagtools CD-ROM targeted for your PC (when its provided). A generic Diagtool CD-ROM can be ordered from HPs support website.

Recovery CD-ROMs
Use these CDs to:

Perform a full system recovery, including operating system, drivers and utilities To run e-Diagtools hardware diagnostics To manually install device drivers or utilities.

Using the CD-ROMs

Note If the PC does not boot from the CD-ROM, you must change the order of devices from which your PC tries to start up. To do so, restart your PC and press F8 when the HP logo appears, then select Enter Setup to enter the HP Setup program. Change the Boot Device Priority in the Setup program Boot menu so that CD-ROM Drive appears before Hard Drive.

Performing a Full System Recovery

You can use the HP Image Creation & Recovery CD-ROM and HP Image Library & Diagnostics CD-ROM to recover the PCs factory configuration by restoring the operating system (OS), drivers and HP supplied applications. This will return the PCs software configuration to a state similar to when the PC was originally shipped. Caution Restoring the original factory configuration will completely erase the main hard drive partition. It is highly recommended to (a) back up all your data before proceeding, (b) remove all devices you have added, (c) update your PCs BIOS (refer to page 32) and (d) have driver software on hand for any add-on hardware. The whole process normally takes about half an hour.

28

If You Have a Problem 1 Insert the HP Image Creation & Recovery CD-ROM in your CD-ROM drive and restart your PC. 2 Follow the onscreen instructions. You will be instructed to insert the HP Image Library & Diagnostics CD-ROM at some point. 3 Reinstall drivers for any devices that were not part of your PCs original configuration. 4 Restore all data files and software applications that were not part of your PCs original configuration. If you received any software CDs with your PC in addition to the HP Image Creation & Recovery CDROM and HP Image Library & Diagnostics CD-ROM, you must also reinstall these applications.

Manually Reinstalling Drivers

Note The most up-to-date drivers are available on HPs Vectra support website at www.hp.com/go/vectrasupport. 1 Insert the HP Image Library & Diagnostics CD-ROM in the CD-ROM drive while your operating system is running. 2 Using Windows Explorer, select the driver(s) you need to reinstall. 3 Follow the installation instructions contained in the whats new file accompanying the driver.

Running HP e-Diagtools
1 Insert the HP Image Library & Diagnostics CD-ROM in the CD-ROM drive and restart the PC. 2 In the menu that appears, select the option to run hardware diagnostics. 3 Follow the onscreen instructions.

HP Setup Program
The HP Setup program allows you to view and change the configuration of your PC. Sometimes you may also need to enter the Setup program to reconfigure your PC after installing new hardware components. The Setup program has online help to guide you through any changes you have to make.

Entering the Setup Program

To enter the Setup program, press F8 when the HP logo appears on screen at startup, then select Enter Setup from the list of options.

Setup Program Menus

Your PCs Setup program contains a series of menus, which are selected with the right and left arrow keys on your keyboard. You can select an item within a menu with the up and down arrow keys. When an item is selected, Setup displays a description of its function on the right of the screen. The Setup program contains the following menus:

Main - for basic information on your configuration including processor speed, the amount of installed RAM, BIOS version, installed drives, time and date. Advanced - for setting Advanced Features.

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If You Have a Problem

Security - for controlling booting from the network, protecting hardware and setting passwords to restrict access to your computer. It is possible to set an Administrator and/or a User password. The Administrator can change all settings and the User can only change the date and time. Setting a password will, by preventing access to the Setup menus, protect your computer's configuration. Boot - for enabling/disabling quick boot and booting from the network, or choosing your boot device order and priority. You can select the order of the devices from which the BIOS (Basic Input Output System) attempts to boot the operating system. During the POST (Power On Self-Test), if the BIOS is unsuccessful at booting from one device, it will try the next one on the Boot Device Priority list until an operating system is found. The default boot device is the floppy disk. Power - for selecting power-management modes to reduce the amount of energy used after specified periods of inactivity (for non-ACPI operating systems only). If your computer stays idle for a certain amount of time, your system switches from Full Power Mode to Sleep Mode in order to reduce power consumption. In Sleep Mode, graphics, the processor and hard disks are stopped. A user event, such as from the mouse or keyboard, can cause the system to resume to Full Power Mode within a few seconds. Other events may also wake up the system: a ring on an external modem, a signal sent by an expansion card (network card etc.). Exit: for leaving the Setup program.

Setting System Defaults

The Setup program changes system behavior by modifying the power-on initialization parameters. Setting incorrect values may cause system boot failure. If this occurs, press the F9 key while you are in the Setup program to load the Setup program's default values or select Load default values for all settings in the Exit menu of the Setup program. This should enable the computer to boot properly. Note If an Administrator password is set, you need to enter the password to set system defaults. HP strongly recommends you make a note of any changes you make while in the Setup program.

30

If You Have a Problem

Clearing Your PCs CMOS (BIOS) Settings

CMOS is a chip that keeps a record of installed components when your PC is turned off. Clearing CMOS settings may help you resolve some common problems. For example:

when your PC cannot detect an expansion card or other device when you are having problems booting the PC.

You can clear CMOS settings:

by using your PCs BIOS Setup program by opening your PC and clearing CMOS manually.

Clearing CMOS Using the Setup Program

If you are able to gain access to your PCs Setup program, use the following simple method to clear CMOS settings: 1 Restart your PC and press F2 when the HP logo appears or F8, then select Enter Setup. 2 From within the Setup program, press F9 to load Setup defaults. 3 Press F10 to exit Setup saving changes. Note If you load CMOS default settings from within the Setup program, this will not clear passwords.

Manually Clearing CMOS and Passwords

1 Disconnect the PC and remove the cover. 2 To clear CMOS Switch 5 to ON. To clear Password switch 6 to ON.

Clear CMOS & Passwords Clear Passwords

3 Replace the cover then reconnect the power cord. 4 Turn on the PC. This will erase the CMOS memory. Wait until the PC has restarted. A message will be displayed saying that the configuration has been cleared. 5 Turn off the PC, disconnect the power cord. 6 Set the clear CMOS/Password switch to OFF to re-enable the configuration. 7 Reconnect the power cord.

31

If You Have a Problem 8 Switch on the PC. The PC will start more slowly than usual because it will load the default configuration values. 9 Press F8 when the HP logo appears on screen, then select Enter Setup to enter the HP Setup Program. Update the necessary fields, such as date and time, passwords, and Security settings, then save and exit the Setup program. The PC will restart with the new configuration.

Your PCs BIOS

The BIOS (Basic Input Output System) in your PC has the following roles:

It tests and configures your PCs hardware components during the POST (Power On Self-Test). It lets you configure your PC by using the Setup program. See HP Setup Program on page 29. It provides the link between the software running on your PC and your PCs hardware.

The BIOS is stored in a chip on the system board. A PCs BIOS is specific to that model of PC.

Updating Your PCs BIOS

Many problems with your PC can be solved by updating (flashing) the PCs BIOS. Updating (flashing) your BIOS is a simple procedure that involves either booting your PC from a floppy disk containing the new BIOS or using e-Diagtools to install the new BIOS automatically. The latest BIOS for your PC along with instructions on updating can be downloaded from HPs Support website at www.hp.com/go/vectrasupport.

Updating with e-Diagtools

You can also use e-Diagtools to automatically download and install the latest BIOS. To use this feature, your PC must be correctly set up, as described in the e-Diagtools Users Guide. This guide is available on HPs support website at www.hp.com/go/vectrasupport.

Recovering from a BIOS Update Failure or BIOS Corruption

Although the BIOS update (flashing) process is very well protected, there is always the possibility of a failure. This may occur, for example, if there is a power failure while the BIOS is being updated. If the PC fails to boot due to a corrupted EEPROM, follow this recovery procedure to restore the contents of EEPROM. If you dont already have the latest BIOS on your PC, you can obtain it from HPs support web site. 1 Obtain an empty floppy disk. It does not have to be a system diskette. 2 Copy the BIOS file (example JA0100US.ROM) to the floppy. Do not copy any other files. Rename the file AMIBOOT.ROM. 3 Remove the power cord from the PC, open the cover, and set switch 7 on the system board (labelled BIOS recovery) to the ON position. Close the cover and reinsert the power cord.

32

If You Have a Problem 4 Insert the diskette in the floppy drive. Switch on the PC.

Switch Block

5 The PC will beep once and the boot process will start automatically. The screen will remain blank, but there will be activity on the floppy drive. DO NOT SWITCH OFF THE PC DURING FLASH. 6 Once complete, the PC will emit a long continual beep.Switch off the PC, remove the diskette and reset switch 7 to the OFF position. The PC should now boot normally. Note The power button is protected in BIOS update mode, and will appear inactive even after the update procedure has finished. To power off the system after the update, press and hold the power button for at least 5 seconds. There is a danger of explosion if the system board battery is incorrectly installed. For your safety, never attempt to recharge, disassemble or burn the old battery. Replace the battery only with the equivalent type recommended by the manufacturer. The battery in this PC is a lithium battery which does not contain heavy metals, nevertheless, in order to protect the environment, do not dispose of batteries in household waste. Please return used batteries to the shop from which you bought them, or to the dealer from which you purchased your PC, or to HP, so that they can either be recycled or disposed of in an environmentally sound way. Returned used batteries will be accepted free of charge.

WARNING

33

If You Have a Problem

Accessing Components in the PC

This section provides basic information on accessing internal components in your PC. More detailed information is available in the HP Vectra VL420 Upgrade Guide, a PDF document that can be downloaded from the HP PC support website (www.hp.com/go/vectrasupport).

Removing and replacing the pcs cover - desktop models

WARNING
For your safety, disconnect the power cord and all external cables. 1 Switch off the monitor and PC, disconnect all power cords and any telecommunication cables. 2 If necessary, unlock the cover (with the key) at the rear of the PC. 3 Open the latch and remove the cover.

4 Remove the front panel (if you are adding a front-access device or hard disk).

5 Replace the cover by following the previous instructions in reverse order.

34

If You Have a Problem

Removing and replacing the pcs cover - minitower models

WARNING
For your safety, disconnect the power cord and all external cables. 1 Switch off the monitor and PC, disconnect all power cords and any telecommunication cables. 2 If necessary, unlock the cover (with the key) at the rear of the PC. 3 Open the latch and remove the side panel.

4 Remove the front panel (if you are adding a front-access device).

5 Replace the cover by following the previous instructions in reverse order.

35

If You Have a Problem

Removing and replacing the pcs cover - small form factor models
WARNING
For your safety, disconnect the power cord and all external cables. 1 Switch off the monitor and PC, disconnect all power cords and any telecommunication cables. 2 If necessary, unlock the cover (with the key) at the rear of the PC. 3 Open the latch and remove the cover.

4 Remove the front panel (if you are adding a front-access device or hard disk).

36

If You Have a Problem

Inside the vl420 - desktop models

Main Memory Modules:
(133MHz SDRAM) 3 sockets for 64 MB, 128 MB, 256 MB or 512 MB modules up to 1.5 GB maximum

Up to Four Accessory Boards

Three PCI and one AGP Some slots may come with pre-installed boards

Two Front-Access Device Shelves

CD-ROM drive, CD-RW drive, DVD drive, Tape drive and Zip drive

Hard Drive
You can replace hard drive with a larger one or add a second drive

Floppy Drive

37

If You Have a Problem

Inside the vl420 - minitower models

Main Memory Modules:
(133MHz SDRAM) 3 sockets for 64 MB, 128 MB, 256 MB or 512 MB modules up to 1.5 GB maximum

Up to Four Accessory Boards

Three PCI and one AGP Some slots may come with pre-installed boards

Floppy Drive

Two Full-length Front-Access Device Lower Shelves

CD-ROM drive, CD-RW drive, DVD drive, Tape drive, Zip drive or Power Protection Device

Hard Drive
You can replace hard drive with a larger one or add a second drive

One Short-length Front-Access Device Shelf for tape or Zip devices

38

If You Have a Problem

Inside the vl420 - small form factor models

Up to Four Accessory Boards
Three PCI and one AGP Some slots may come with pre-installed boards

Main Memory Modules:

(133MHz SDRAM) 3 sockets for 64 MB, 128 MB, 256 MB or 512 MB modules up to 1.5 GB maximum

Floppy Drive

Front-Access Device Shelf

Slim CD-ROM, CD-RW or DVD drive (some models already have a drive installed)

Hard Drive
You can replace hard drive with a larger one

39

If You Have a Problem

System board connectors

System fan (minitower & small form factor) Auxiliary Power 12V

Chassis Intrusion Connector Processor fan Power supply fan (desktop only)

CD audio connector Main power connector

Internal speaker (if fitted) SCSI LED (SCSI models) only Secondary IDE channel for CD-ROM, DVD, CDRW, Tape or Zip drive

Front USB Port connector Primary IDE channel, for hard drive(s) Status Panel

Floppy drive

40

If You Have a Problem

Support and Information Services

You can learn more about HP service and support from the support website: www.hp.com/go/vectrasupport.

Collecting Information on Your PC Before Contacting Support

Take a piece of paper and note down some of the information mentioned below. This will help HP support deal with your problem quickly and efficiently: PC Description Model number Serial number RAM
Number of megabytes installed

See label on the right side of your PC. See label on the right side of your PC.
The amount of RAM is displayed in the Summary screen,

accessed by pressing F8 when the HP logo appears during startup, then selecting the Summary option. Question or Problem

Write down a brief description of the problem Frequency How often has the problem occurred? Run OK? How long has the PC been running normally? Recent changes to the PC Have there been any recent changes made to the PC? Any e-Diagtools errors? Run e-Diagtools. Refer to page 28. Hardware Which BIOS version is used? The BIOS version is displayed in the Summary screen, accessed by pressing F8 when the HP logo appears during start-up, then selecting the Summary option. Did the problem occur after changes were made to the BIOS using the Setup program? Operating System Are you using the original operating system software that came preloaded on your PC? If no, what is the operating system version? Any operating system-generated error messages Any errors during boot (Power-On Self Test). This test checks all installed components. What is the operating system version?

Any BIOS parameter changes?

Select Settings Control Panel from the Start menu, then click on the System icon. The operating system version is displayed under System. Please note down exact text of error message. Any POST errors will be displayed on your monitor screen or signalled by beep codes.

Information on Your Warranty and Customer Care Centers

Details about your warranty entitlement are available in the documentation provided with your PC or on the HP web at www.hp.com/go/vectrasupport. The table on the following page shows you how to contact HP Customer Care Centers.

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If You Have a Problem

HP Customer Care Center Phone Numbers

HP Customer Care Centers can help you solve hardware issues related to HP products and, if necessary, initiate appropriate service procedures. In the U.S.A, telephone support is available 24 hours a day, 7 days a week. Elsewhere, it is available during normal office hours. North & Latin America
Argentina (54 11) 4778 8380 (international and Buenos Aires area) 0810 555 5520 (other locations) (011) 3747 7799 (Sao Paulo) 0800 157751 (other locations) 905-206-4663 800 360 999 (01) 800 472 6684 (970) 635-1000 800 4746 8368

Europe, Middle East & Africa

Austria (+43) 0711 420 10 80

Brazil Canada Chile Mexico United States Venezuela

Belgium Denmark English International Finland France Germany Israel

Dutch (+32) 02 626 88 06 French (+32) 02 626 88 07 (+45) 39 29 40 99 (+44) 0171 512 52 02 (+358) 0203 472 88 (+33) 01 43 62 34 34 (+49) 0180 525 81 43 (24PF/min) Tel. (+972) 9-9524848 Fax. (+972) 0 9 9524849 (+39) 02-264 10350 Tel.+971 4 883 8454 Fax +971 4 883 9495

Asia Pacific
Australia China (+61-3) 8877-8000 +86 (0) 10 6564 5959 (800) 810-5959 (+852) 3002 8555 (+91-11) 682-6035 (+62-21) 350-3408 (+81-3) 5344 7181 (+82-2) 3270 0700 (Seoul) (+82) 80 999 0700 (outside Seoul) (+60-3) 2695 2566 1 300 88 00 28 (+64-9) 356-6640 (+63-2) 867-3551 (+65) 272-5300 (+886) 2- 2717-0055 (+66-2) 661-4000 (+84-8) 823-4530

Italy Middle-East

Hong Kong India Indonesia Japan Korea, Republic of

Netherlands Norway Poland Portugal Russian Federation South Africa Spain Sweden Switzerland Turkey United Kingdom

(+31) 020 606 87 51 (+47) 22 11 62 99 Tel. (+48) 22 519 0600; Fax. (+48) 22 519 0601 +(351) 21 317 6333 (+7) 095 797 3520 (Moscow) (+7) 812 346 7997(St-Peter) Fax. (+7) 095 916 98 35 (+27) 11 258 9301 (outside RSA) 086 000 1030 (inside RSA) (+34) 902 32 11 23 (+46) 08 619 21 70 (+41) 084 880 11 11 (+90) (216) 579 71 71 (+44) 0207 512 5202

Malaysia Penang New Zealand Philippines Singapore Taiwan Thailand Viet Nam

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