BASIC TROUBLE SHOOTING.pdf

PC Troubleshooting and Maintenance Guide The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or edit...

PC Troubleshooting and Maintenance Guide The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. HP assumes no responsibility for the use or reliability of its software on equipment that is not furnished by HP. This document contains proprietary information that is protected by copyright. No part of this document may be photocopied, reproduced, or translated to another language without the prior written consent of HP. Hewlett-Packard Company P.O. Box 4010 Cupertino, CA 95015-4010 USA Copyright © 2005–2006 Hewlett-Packard Development Company, L.P. This product incorporates copyright protection technology that is protected by method claims of certain U.S. patents and other intellectual property rights owned by Macrovision Corporation and other rights owners. Use of this copyright protection technology must be authorized by Macrovision Corporation, and is intended for home and other limited viewing uses only unless otherwise authorized by Macrovision Corporation. Reverse engineering or disassembly is prohibited. Apparatus Claims of U.S. Patent Nos. 4,631,603, 4,577,216, 4,819,098, and 4,907,093 licensed for limited viewing uses only. Microsoft and Windows are U.S. registered trademarks of Microsoft Corporation. HP supports lawful use of technology and does not endorse or encourage the use of its products for purposes other than those permitted by copyright law. The information in this document is subject to change without notice. Table of Contents PC Maintenance............................................................................. 1 Creating Data Backup Discs.......................................................................1 Creating System Recovery Discs.................................................................1 Removing Unused Programs.......................................................................1 Running the Disk Cleanup Program.............................................................1 Running the Disk Defragmenter Program......................................................2 Checking for Hard Disk Drive Errors...........................................................2 Understanding Hard Disk Drive Space........................................................2 Recommended Maintenance Schedule........................................................3 Troubleshooting PC Problems......................................................... 4 Audio......................................................................................................4 Video......................................................................................................5 CD and DVD Drives..................................................................................5 Display (Monitor)......................................................................................7 Hard Disk Drive........................................................................................8 Hardware Installation................................................................................8 Internet Access.........................................................................................9 Keyboard and Mouse.............................................................................11 Power....................................................................................................12 Performance...........................................................................................13 Miscellaneous........................................................................................14 PC Troubleshooting and Maintenance Guide iii  Repairing Software Problems....................................................... 15 Software Repair Overview....................................................................... 15 Restarting Your PC.................................................................................. 15 Turning Off Your PC................................................................................ 15 Updating Drivers.................................................................................... 16 Microsoft System Restore......................................................................... 16 Application and Driver Recovery.............................................................. 16 System Recovery Overview...................................................................... 17 Creating System Recovery Discs............................................................... 18 Creating a Recovery Tools CD.................................................................. 18 Running System Recovery from Recovery Discs........................................... 19 Running System Recovery from the Hard Disk Drive.................................... 19 iv PC Troubleshooting and Maintenance Guide PC Maintenance Running the Disk Cleanup Program This section includes information about tasks you can perform to help ensure the trouble-free operation of The Disk Cleanup program frees up space on your your PC, and to ease the recovery of important hard disk drive by removing temporary and unused information on your PC should problems arise in the files (including Temporary Internet Files and files in the future. Recycle Bin). You can run Disk Cleanup manually, or you can set it up to run automatically. Creating Data Backup Discs Running Disk Cleanup manually You can use the CD or DVD burning software included 1 Click Start, All Programs, Accessories, on your PC to create backup discs of important System Tools, and then click Disk Cleanup. information including personal files, e-mail messages, Disc Cleanup searches for files to delete and and Web site bookmarks. calculates how much disk space can be saved. When writing data to a backup disc, you should use 2 Choose the files to delete by placing a check mark software that includes write verification functionality. in the check box next to the file types listed. This verification feature compares the data on your 3 Click OK, and then click Yes to finish deleting the hard disk drive with the data copied to the disc to selected files. ensure it is an exact copy. Depending on your disc burning software, you may need to manually enable Scheduling Disk Cleanup to run this feature. automatically 1 Click Start, and then Run, and type the following Creating System Recovery Discs into the open field (note there is a space between the r and the /): cleanmgr /sageset:100 This is a one-time step that you should perform while your PC is working properly. If you later encounter 2 Select the types of files that you want removed (for problems with your PC, you can restore it to its example, temporary files, Temporary Internet Files, original configuration using the System Recovery discs and the files in the Recycle Bin). that you create. 3 Click OK to save the settings. 4 Click Start, All Programs, Accessories, Before creating recovery discs, read “System Recovery System Tools, and then click Scheduled Tasks. Overview“ on page 17, and then create the discs as described in “Creating System Recovery Discs“ on 5 Double-click Add Scheduled Task and then page 18. click Next. 6 Select Disk Cleanup from the application list and Removing Unused Programs then click Next. 7 Accept the default task name or type a name for 1 Click Start, and then click Control Panel. the task, select when the task is performed, and 2 Double-click Add or Remove Programs. The click Next. Add or Remove Programs window opens. 8 Select the time and reoccurrence (if available), and 3 Select the program you want to remove, and click click Next. Disk cleanup may take a long time, so the Change/Remove button. select a time when the PC is on but not in use. 4 Follow the onscreen instructions. 9 Enter your login name and password and click Next. NOTE: Some programs have their own uninstall If you do not have a password, leave the Password features. If you cannot uninstall a program from the field blank and click Next. Control Panel, try using the program to uninstall. 10 Select Open advanced properties for this task when I click Finish and click Finish. PC Troubleshooting and Maintenance Guide 1 11 In the Run field of the Disk Cleanup window add 4 Press the Enter key again to select the operating /sagerun:100 at the end of the path. For example: system. C:\WINDOWS\system32\cleanmgr.exe 5 Log on to Windows. When the Desktop message /sagerun:100 appears, click Yes to continue in Safe Mode. 12 Click OK and, if prompted, verify your password. 6 After Windows starts, use the previous procedure to Disk Cleanup runs at the time you have set. run the Disk Defragmenter program. Running the Disk Checking for Hard Disk Drive Defragmenter Program Errors When Windows stores files on your hard disk drive, it Perform the following procedure to check the integrity often divides them into multiple pieces (or fragments) of the hard disk drive in Windows XP. Close all open so they fit into available space on the drive. When programs before beginning the disk check. you attempt to open a fragmented file, it must be retrieved from more than one place, so the process 1 Click Start, and then click My Computer. takes more time. 2 In the window that opens, right-click the hard disk drive that you want to check, and click The Disk Defragmenter program groups the Properties. fragmented files together on your hard disk drive to improve PC performance. This does not affect the 3 In the Properties window, click the Tools tab. location of files and folders on your PC. 4 Under Error-checking, click Check Now. 5 If desired, click the check box next to NOTE: The Disk Defragmenter program may take a Automatically fix file system errors and long time to complete. You can run it unattended Scan for and attempt recovery of bad overnight. sectors. 6 Click Start. If prompted to restart, click Yes to 1 Open the Windows Task Manager by pressing the restart the PC. Ctrl key, the Alt key, and the Delete key at the same time. Understanding Hard Disk Drive 2 On the Applications tab, select all the programs Space that are listed, and then click End Task. Close the Task Manager. HP PCs with the Windows XP operating system 3 Click Start, choose All Programs, preinstalled may appear to have a hard disk drive Accessories, System Tools, and then click Disk smaller than what is stated in the product Defragmenter. specifications, in the documentation, or on the box. Hard disk drives are described and advertised by 4 In the Volume column, select the hard disk drive you want to defragment (typically C:), and then click manufacturers in terms of decimal (base 10) capacity. Defragment. Windows and other programs, such as FDISK, use the binary (base 2) numbering system. If Disk Defragmenter repeatedly starts, a hidden background program is still accessing the hard disk In decimal notation, one megabyte (MB) is equal to drive. Restart the PC in Safe Mode and run the Disk 1,000,000 bytes, and one gigabyte (GB) is equal to Defragmenter program again: 1,000,000,000 bytes. In the binary numbering 1 Click Start, Turn Off Computer, and then system, one megabyte is equal to 1,048,576 bytes, Restart. and one gigabyte is equal to 1,073,741,824 bytes. Because of the different measuring systems, you may 2 Press the F8 key as soon as the first logo screen see a difference between the size reported by appears. Windows and the size advertised. The storage 3 On the Windows Advanced Options menu, use the capacity of the hard disk drive is as advertised. arrow keys to select Safe Mode and press the Enter key. 2 PC Troubleshooting and Maintenance Guide Windows reports smaller capacity in the Windows Explorer tool and in the My Computer window because it shows information about one partition on the hard disk drive at a time. The first partition contains the System Recovery information. Recommended Maintenance Schedule Daily Weekly Monthly Quarterly (seasonally) Manage e-mail Protect against viruses, Use Windows Update Set new passwords Delete e-mail from adware, and spyware Check for updates (See the Getting Started unknown sources. Update definition files or schedule a monthly Guide for details.) Do not open untrusted or schedule a weekly automatic update. attachments. automatic update. (See the Getting Started File e-mail. Run a full virus, adware, and Guide for details.) spyware scan or schedule a weekly automatic scan. Optimize performance Review the Start menu Clean the PC, monitor, Run Disk Cleanup. Set to launch only needed keyboard, and mouse (See “Running the Disk applications. For detailed cleaning Cleanup Program” on instructions, go to page 1.) http://www.hp.com/ Check for disk errors. support (See “Checking for Hard select your country/region Disk Drive Errors” on and language, search on page 2.) your PC model number, Run Disk Defragmenter. and then search on the (See “Running the Disk keyword cleaning. Defragmenter Program” page 2.) Optimize your browser Clean up the desktop Delete cookies. Delete or uninstall unneeded Delete cache. icons and applications. Delete history files. (See “Removing Unused Programs” on page 1.) Empty the Recycle Bin Maintain overall condition This, and other cleanup Check cleanliness. tasks, can be performed with Make sure ventilation is the Disk Cleanup program. unobstructed. (See “Running the Disk Secure all connections and Cleanup Program” on cabling. page 1.) Back up important files to Create a Restore Point CD or DVD (See “Microsoft System (See “Creating Data Backup Restore” on page 16.) Discs” on page 1.) PC Troubleshooting and Maintenance Guide 3 Troubleshooting PC Display (Monitor) Hard Disk Drive Problems Hardware Installation This section contains a series of tables that describe Internet Access possible solutions to problems that may occur when Keyboard and Mouse using your PC. Each table contains: Power Symptoms that describe the sign or warning Performance message for the type of problem. Miscellaneous Possible solutions that describe what you should For additional information about monitor problems, or do to try to solve the problem. for problems relating specifically to your printer, refer The troubleshooting tables appear in the following to the documentation provided by the product’s order: manufacturer. Audio Video CD and DVD Drives Audio Symptom Possible solution No sound is Press the Mute button on the keyboard to see if the Mute feature is turned on. produced. Or 1 Click Start, and then click Control Panel. 2 Click Sounds, Speech, and Audio Devices, and then Sounds and Audio Devices. 3 Click the Mute check box to remove the check mark from the box. Click the task bar Volume icon ( ), or use the keyboard controls to increase the volume. Ensure powered (active) speakers are turned on. Turn off your PC, and reconnect the speakers. Press the Standby button (select models only), or press the Esc key on the keyboard to resume from standby mode. Replace the passive speaker system with an active speaker system (sold separately). Active speakers have a power cord and On button and connect to the Audio Out (green) connector on the PC. Unplug headphones if they are connected to your PC. Codec error Open the file in Windows Media Player. Ensure Windows Media Player is configured to messages appear automatically download codecs. when certain audio If the correct codec is available, the file will play. Note that you must be connected to the Internet files are played. to download the codec file. If the correct codec is not available, check to see if there is an update available for Windows Media Player. For more information, open Windows Media Player Help, and then search the online Help for codec. 4 PC Troubleshooting and Maintenance Guide Video Symptom Possible solution Some video files do not play. Your file may be corrupt or in an unsupported format. Open the video file in a video editor such as WinDVD Creator, and then resave the file in a supported format. Codec error messages appear Open the file in Windows Media Player. Ensure Windows Media Player is when I play certain video files. configured to automatically download codecs. If the correct codec is available, the file will play. Note that you must be connected to the Internet to download the codec file. If the correct codec is not available, check to see if there is an update available for Windows Media Player. For more information, open Windows Media Player Help, and then search the online Help for codec. Files Needed To Display Video Are 1 Click Start, right-click My Computer, and then select Properties. Missing or Corrupt error message 2 Click the Hardware tab, and then click Device Manager. appears. 3 Click the plus sign (+) next to Sound, video and game controllers. 4 Double-click TV tuner (select models only). 5 Click the Driver tab, and then click Update Driver. 6 Select Install from a list or a specific location, and then click Next. 7 Remove the check mark from Search removable media. 8 Click Include this location in this search, and then click the Browse button. 9 Click the plus sign (+) in order, next to each of the following directories: My Computer C:\ Drivers 10 Click OK, Next, and then click Finish after the drivers are updated. 11 Restart the PC. CD and DVD Drives Symptom Possible solution The CD or DVD drive cannot read a Ensure the disc is inserted with the label facing up and centered in the tray. disc or takes too long to start. Wait at least 30 seconds to let the DVD drive determine the type of media. Clean the disc with a CD cleaning kit, available from most PC stores. The driver may be corrupted or outdated. Refer to “Updating Drivers” on page 16 for detailed information about restoring and updating drivers. I cannot remove a CD or DVD. Turn on your PC, and press the Eject button nearest the drive to open the tray. If you suspect a problem with the actual Eject button: 1 Click Start and then My Computer. 2 Right-click the CD or DVD drive you want to open. 3 Select Eject from the menu. PC Troubleshooting and Maintenance Guide 5 CD and DVD Drives (continued) Symptom Possible solution I cannot create (burn) a disc. Ensure the disc is inserted with the label facing up and centered in the tray. Verify that you are using the correct disc type (media) for the drive. Try a different brand of disc. Make sure the disc is clean and undamaged. If recording stopped during a recording session, the disc may be damaged; use a different disc. Use the correct type of disc for the type of files you are recording. When using a CD-R disc, make sure that it is blank when recording music and is blank or appendable (with space to add more data files) when recording data. Verify that you are using the correct disc type when making a copy of a disc. Some recording programs can record only to the same disc type as the source. For example, you can record a DVD only to a DVD+R/–R or a DVD+RW/–RW disc, and you can record a CD only to a CD-R or a CD-RW disc. Make sure the disc is in the correct drive and you specify the same drive in the CD or DVD recording software. Select a slower write speed for the recording drive, if it is available. The recording software may not let you add a track if it exceeds the available space on your disc. You can make space available by removing one or more tracks from the list before recording the files to disc. Close all software programs and windows before recording. Make sure you have enough space available on your hard disk drive to store a temporary copy of the content. If you are on a network, copy the files from a network drive to your hard disk drive first, and then record them to disc. Close all programs and windows and then restart your PC. I cannot add data to a DVD. Make sure you set the correct recording option (append or add data files) in your DVD burning software. I cannot play a music CD on a Use a CD-R disc, not a CD-RW disc. home stereo. Try a different brand of disc, or check to see if the brand of disc works with your stereo. Refer to the documentation that came with your stereo or CD player, and check the manufacturer’s Web site. Use a CD instead of a DVD. Audio files on a DVD can be played on your PC, but you cannot create a music DVD to be played in a home CD player. Convert.mp3 or.wma audio files to.wav or.cda music files before burning them to a disc. 6 PC Troubleshooting and Maintenance Guide CD and DVD Drives (continued) Symptom Possible solution Titles of music tracks are not The PC must be connected to the Internet for the artist, title, and track information to displayed for the CD. appear when playing music CDs. This information is not recorded on the disc. Track information may not be available for every CD. An error message appears when You may need to select the capture device if your PC has both an analog and a digital capturing video. video capture device. Refer to the Help menu in the video capture program to find out how to change the video device selection. I cannot play a DVD movie on a Your DVD player cannot play video files recorded onto the DVD as data files. To play a DVD player. movie properly, use a video recording program such as WinDVD. Some video files may be viewed on a PC, but not on a home DVD video player. Display (Monitor) In addition to the information listed here, also refer to the documentation that came with your monitor. Symptom Possible solution Screen is blank, and monitor Reconnect the power plug on the back of the monitor and the wall outlet. power light is not lit. Press the On button on the front of the monitor. Screen is blank. Press any key or move the mouse to make the screen display visible again. Press the Standby button (select models only), or press the Esc key on the keyboard to resume from standby mode. Press the On button to turn on the PC. Inspect the monitor video connector for bent pins: If any of the pins are bent, replace the monitor connector cable. If no pins are bent, reconnect the monitor connector cable to the PC. Images on the screen are too Adjust the monitor resolution setting in Windows: large or too small, or the images 1 Right-click the desktop, and then select Properties. are fuzzy. 2 Select the Settings tab. 3 Drag the Screen Resolution slider to adjust the resolution as needed. PC Troubleshooting and Maintenance Guide 7 Hard Disk Drive Symptom Possible solution PC seems to be locked up and not Use the Windows Task Manager to close any programs not responding or to restart responding. the PC: 1 Press the Ctrl key, the Alt key, and the Delete key on the keyboard at the same time. 2 Select the program that is not responding, and click End Task. Or Click Shut Down, and then click Restart. If this does not work, press and hold the On button for 5 or more seconds to turn off the PC. Then, press the On button. Hard disk drive error message Press the Help ? button on the keyboard to open the Help and Support Center, or displays. refer to the Warranty and Support Guide to contact Support for replacement details. Hardware Installation Symptom Possible solution A new device is not recognized as Install the device driver from the CD provided with the device, or download and part of the system. install the driver from the device manufacturer’s Web site. You may need an updated driver for Windows XP. Contact the device vendor directly for an update. For HP peripherals, visit the HP Web site. Refer to the Warranty and Support Guide for details. Ensure that the device is properly and securely connected and that the pins in the connector are not bent down. Ensure that all cables are properly and securely connected and that the pins in the cable or connector are not bent. Turn off the PC, turn on the external device, and then turn on the PC to integrate the device with the PC. Restart the PC, and follow the instructions for accepting the changes. Deselect the automatic settings in the operating system for the card, and choose a basic configuration that doesn’t cause a resource conflict. You can also reconfigure or disable devices to resolve the resource conflict. New device does not work. You must be logged in as the computer administrator to install or uninstall a device driver. To switch users, click Start, click Log Off, and then click Switch User; choose the computer administrator user. (The computer administrator is usually the user Owner.) 8 PC Troubleshooting and Maintenance Guide Hardware Installation (continued) Symptom Possible solution New or existing device does not To resolve a device conflict, you may need to disable one of the devices or uninstall work after installing a new device. an old device driver: 1 Click Start, and click Control Panel. 2 Click Performance and Maintenance. 3 Click the System icon, and select the Hardware tab. 4 Click Device Manager. 5 Click the plus sign (+) next to the problem device and check for exclamation points in a yellow circle near the device icon. The exclamation point means there is a device conflict or problem with the device. Exclamation points do not always appear when a device is not working properly. 6 If there is an old or unnecessary device driver listed in the Device Manager, this may be causing the device conflict. To uninstall the old driver for the new device driver to work properly, do the following: Right-click the device, click Uninstall, and then click OK. 7 Right-click the device, and select Properties. 8 If available, click the Resources tab to verify that there is a device conflict. 9 Click the General tab to see if your device is enabled and working properly. If it is available, click the Troubleshoot button, and follow the onscreen instructions in the device troubleshooter wizard. 10 Restart the PC. Click Start, click Turn Off Computer, and then click Restart. Internet Access Symptom Possible solution I cannot connect to the Internet. Verify Internet settings, or contact your Internet Service Provider (ISP) for assistance. Reconnect the modem, verifying connections. Note that your PC may also have an Ethernet network interface (also called a network interface card, or NIC) that connects to a local area network (LAN). Although it looks similar to the modem connector, the RJ-45 Ethernet network connector is not the same. Verify that you are using the modem connector. Do not connect a telephone cable to the NIC. Do not plug a network cable into a telephone service line; doing so may damage the NIC. Verify that the Web browser is installed and set up to work with your ISP. Try to connect again later, or contact your ISP for assistance. I cannot automatically start Internet Log in to your ISP, and start the desired program. programs. PC Troubleshooting and Maintenance Guide 9 Internet Access (continued) Symptom Possible solution Web pages load slowly. Verify that the correct modem speed and COM port are selected: 1 Click Start, and then click Control Panel. 2 Click Printers and Other Hardware, if it is present. 3 Double-click Phone and Modem Options. 4 Select the Modems tab, and then click the Properties button. 5 In the Device status area, verify the modem is working properly. 6 In the Device usage area, verify the modem is enabled. 7 If there are further problems, click the Troubleshoot button, and follow the onscreen instructions. Note that Web pages do not always load as quickly as files stored on your PC. Web pages may also load slowly if there is a high demand for the Web site at that time. The AOL program comes up even You may want to remove the AOL program. when it is not being used. To uninstall AOL: 1 Click Start on the taskbar. 2 Click Control Panel. 3 Double-click Add or Remove Programs. 4 Select America Online, click Change/Remove, and then follow the onscreen instructions. NOTE: Removing the AOL program will not cancel your account with AOL. My Internet browser home page You may have spyware on your PC. Spyware is software that usually runs silently in changed to something I did the background on your PC, collecting and sending information about you and your not want. use of the PC to another person or system on the Internet. You can find and remove spyware from your PC by using any one of a number of software programs available for this purpose. Many of the popular virus protection programs have some tools that scan for and remove spyware from your PC. To avoid getting spyware on your PC: Do not install programs if you are not sure they come from reputable companies. Check the company’s Web site very carefully for information about what is included with the program. Do not automatically click Yes when a download window asks if it is OK to install a program on your PC. Read the message in the window and make sure it is a software program that you really want. Unwanted pop-up advertisements This is typically caused by adware or advertising-supported software. display on my PC when connected You can configure your Web browser to block pop-ups (available by clicking Tools to the Internet. and then Pop-up Blocker). To remove adware from your PC, use the antispyware/adware program included on your PC (select models only) or any number of available software programs that remove adware programs. Note that many of the popular antivirus programs have tools that scan for and remove adware from your PC. 10 PC Troubleshooting and Maintenance Guide Keyboard and Mouse Symptom Possible solution Keyboard commands and typing Turn off the PC by using the mouse, reconnect the keyboard to the back of your PC, are not recognized by the PC. and then turn on your PC. Press the Help ? button on the keyboard to open the Help and Support Center, or refer to the Warranty and Support Guide to contact Support for replacement details. Keyboard Print button does Use the Print menu item in the program (typically located on the File menu). not work. Wireless keyboard does not work Ensure the keyboard is within the range of the receiver. after installation or is not detected. Replace the batteries in the wireless keyboard. Refer to the documentation that came with the keyboard. Wireless mouse does not work after Ensure the mouse is within the range of the receiver. installation or is not detected. Replace the batteries in the wireless mouse. Refer to the documentation that came with the mouse. Cursor does not respond to mouse Restart your PC using the keyboard: movement. 1 Press the Alt and Tab keys on the keyboard at the same time to navigate to an open application. 2 Press the Ctrl and S keys on the keyboard at the same time to save your changes in the selected application (Ctrl+S is the keyboard command for Save on most — not all — applications). 3 After saving changes in all open applications, press the Ctrl and Esc keys on the keyboard at the same time to display the Start menu. 4 Use the up arrow key to select Turn Off Computer, and then press the Enter key on the keyboard. 5 Use the left and right arrow keys to select Turn Off, and then press the Enter key. 6 After the shutdown is complete, disconnect and reconnect the mouse connector into the back of your PC, and then turn on your PC. Cursor responds slowly to mouse Use a mouse pad or other rough surface under the mouse. movement. Cursor does not move using the Press the Num Lock key. The Num Lock light should not be on if you want to use the arrow keys on the keypad. arrow keys in the number keys group. Cursor moves only vertically or Remove the rollerball cover from bottom of mouse (rotate it counter-clockwise), remove horizontally (or does not move the ball, and clean it with a damp, lint-free cloth (not paper). Also clean the rollers on smoothly on the screen). which the ball moves. Mouse does not work after Unplug and reconnect the mouse cable to your PC. installation or is not detected. Optical mouse does not track Place the mouse on a mouse pad or white sheet of paper, or gently wipe the light cursor well. sensor lens on the bottom of the mouse with a lint-free cloth (not paper). PC Troubleshooting and Maintenance Guide 11 Keyboard and Mouse (continued) Symptom Possible solution Cursor moves too fast or Adjust the cursor speed: too slow. 1 Click Start, Control Panel, Printers and Other Hardware, and then Mouse. 2 Click the Pointer Options tab. 3 Adjust the Motion slider toward Slow or Fast to decrease or increase the speed at which the pointer (cursor) responds to mouse movement. 4 Click OK. Power Symptom Possible solution PC will not turn on or start. Ensure that cables connecting the PC to the external power source are plugged in properly. When the cables connecting the PC to the external power source are plugged in properly and the wall outlet is functioning, the green power supply light should be on; if the light is not on, refer to the Warranty and Support Guide to contact Support. Connect the monitor to the PC, plug it in, and turn it on. Set the line voltage selection switch to the correct setting for your country/region, or refer to the Warranty and Support Guide to contact Support. Test the outlet by connecting a different electrical device to the outlet. Reinstall the old memory to return your PC to its original state. Refer to the Upgrading and Servicing Guide for instructions. Press the Help ? button on the keyboard to open the Help and Support Center, or refer to the Warranty and Support Guide to contact Support for replacement details. Reseat drive power, data, and power supply cables. See the Upgrading and Servicing Guide for instructions. Invalid system disk or When drive activity stops, remove the disk and press the spacebar. The PC should Non-System disk or disk error start up. message displays. PC does not respond or turn off Press and hold the On button until the PC turns off. when the On button is pressed. PC shut down automatically. The PC is in an exceedingly hot environment. Let it cool down. Ensure PC air vents are not blocked and internal fan is running. Note that your PC may not have an internal fan. Refer to the Warranty and Support Guide to contact Support for replacement details. Note that your PC may not have an internal fan. 12 PC Troubleshooting and Maintenance Guide Power (continued) Symptom Possible solution PC date and time display is The real-time clock (RTC) battery may need to be replaced. Battery life is approximately incorrect. seven years. Before replacing the battery, try resetting the date and time in your operating system by using the Control Panel. If the problem persists, replace the battery. See the Upgrading and Servicing Guide for replacement instructions. Performance Symptom Possible solution Applications and files take If you created multiple user accounts on your PC, make sure other users are not logged longer to open or respond. in. If there are multiple users logged in at one time, system resources must be shared among the multiple users. Run the Disk Cleanup program to delete unwanted files (including temporary Internet files, installed components and programs that you no longer use, and files in the Recycle Bin) from your hard disk drive: 1 Click Start, All Programs, Accessories, System Tools, and then click Disk Cleanup. 2 Select the drive on which you want to perform the cleanup. 3 Choose the files to delete by placing a check mark in the check box next to the file types listed. 4 Click OK, and then click Yes to permanently delete the files. Run the Disk Defragmenter program to group fragmented files together on your hard disk drive and improve performance. This does not affect the location of files and folders on your PC. NOTE: The Disk Defragmenter program may take a long time to complete. It is a good idea to run it overnight. To run the Disk Defragmenter program: 1 Open the Windows Task Manager by pressing the Ctrl key, the Alt key, and the Delete key at the same time. 2 On the Applications tab, select all the programs that are listed, and then click End Task. 3 Click Start, choose All Programs, Accessories, System Tools, and then click Disk Defragmenter. 4 In the Volume column, select the hard disk drive you want to defragment (typically C:), and then click Defragment. Remove unused programs: 1 Click Start, and then click Control Panel. 2 Double-click the Add or Remove Programs icon. The Add or Remove Programs window opens. 3 Select the program you wish to remove and click the Change/Remove or the Remove button. Follow the onscreen instructions. PC Troubleshooting and Maintenance Guide 13 Performance (continued) Symptom Possible solution Applications and files take longer Check for hard disk drive errors: to open or respond (continued). 1 Close all open programs and windows. 2 Click Start, and then click My Computer. 3 Right-click the hard disk drive that you want to check, and then click Properties. 4 In the System Properties window, click the Tools tab. 5 Under Error-checking, click Check Now. 6 If desired, select the buttons next to Automatically fix file system errors and Scan for and attempt recovery of bad sectors. 7 Click Start. If prompted to restart, click Yes and allow the PC to restart. Miscellaneous Symptom Possible solution Insufficient memory message Close all open programs, and then try the desired task again, or restart your PC (click displays. Start, Turn Off Computer, and then Restart). If the message displays again, consider purchasing and installing additional memory. Remote sensor is not receiving a 1 Click Start, right-click My Computer, and then select Properties. signal from the remote control 2 Click the Hardware tab, and then click Device Manager. (select models only). 3 Click the plus (+) sign next to Universal Serial Bus Controllers. 4 If the eHome Infrared Receiver is listed under Universal Serial Bus Controllers, Windows is properly detecting the IR Receiver. If it is not listed, go to the next step. 5 Unplug the end of the USB cable on the remote sensor from the PC and plug it into the same USB port. 6 Disconnect all other USB devices, leave the remote sensor plugged in, and then restart the PC. Plug in other USB devices after the remote sensor appears in the Device Manager window. Memory card reader (select Do not insert or remove memory cards when the in-use light is flashing. To do so may models only) cannot read my cause data loss, or it may permanently damage the card reader. memory card. Some cards have a Read/Write or Security switch on the card. Make sure the switch is set to Write Enabled before attempting to write data to it. Make sure the amount of data you are storing has not exceeded the storage limit of the card. Make sure the memory card is one of the supported types: CompactFlash (1, 2, and Microdrive), Memory Stick, Memory Stick Pro, MultiMedia, Secure Digital, SmartMedia, or XD. Make sure the memory card is fully inserted into the correct slot. Inspect the ends of the memory cards for dirt or material closing a hole or spoiling a metal contact. Clean the contacts with a lint-free cloth and small amounts of isopropyl alcohol. Replace the memory card if necessary. 14 PC Troubleshooting and Maintenance Guide Repairing Microsoft System Restore Application Recovery and Driver Recovery Software Problems System Recovery Your PC uses the operating system and installed software programs during normal operation. If NOTE: If you are replacing a hard disk drive, you your PC works improperly or stops because of the only have to run the System Recovery. software, you may be able to repair it. Additionally, your PC may include a Software Repair Some software repairs are as simple as restarting Wizard (select models only). You can use this wizard your PC, and others require performing a System to access many of the repair methods described in this Recovery from files on your hard disk drive. chapter, including: Your hard disk drive contains a System Recovery image that includes all the software files that were Creating System Recovery discs originally installed on your PC at the factory. In the Microsoft System Restore unlikely event that you need to recover your system, Application Recovery and Driver Recovery it is easy to do so using this recovery image. System Recovery Because all the necessary information is contained in You can start the Software Repair Wizard by clicking the System Recovery image on your hard disk drive, Start, All Programs, PC Help & Tools, and then recovery discs are not included in the accessory box. Software Repair Wizard. As a backup, you can: Restarting Your PC Make your own System Recovery discs from the Restarting is the simplest repair method for your PC. recovery image as described in “Creating System When you restart, the PC reloads the operating system Recovery Discs“ on page 18. and software into its memory. Contact HP Support to purchase a set of System To restart your PC: Recovery discs. You should also make the HP PC Recovery Tools CD. 1 Close all open programs and windows. This CD contains utilities that allow you to make 2 Click Start. changes to your hard disk drive. See “Creating a 3 Choose Turn Off Computer. Recovery Tools CD“ on page 18. 4 Click Restart. NOTE: It is important that you perform the PC repair Turning Off Your PC methods in the order described in this document. When you turn off your PC and then turn it on again, you force the PC to reload the operating system into Software Repair Overview its memory, which clears some tracking information. This may eliminate some problems that can remain This section lists the available methods to fix your PC after performing a restart. if you are experiencing software problems. Detailed instructions about each method are in the sections that To turn off your PC: follow. You must perform the procedures in the order 1 Close all open programs and windows. listed here. 2 Click Start. Restarting your PC 3 Choose Turn Off Computer. Turning off your PC 4 Click Turn Off. Updating drivers 5 Start your PC by pressing the On button. PC Troubleshooting and Maintenance Guide 15 Updating Drivers To start a System Restore: A driver is a software program that allows your PC to 1 Close all open programs. communicate with an attached device, such as a 2 Click Start. printer, a hard disk drive, a mouse, or a keyboard. 3 Choose All Programs. Complete the following procedure to update a driver, 4 Choose Accessories. or to revert to an earlier version of the driver if the 5 Choose System Tools. new one does not solve your problem: 6 Click System Restore. 1 Click Start, right-click on My Computer, and 7 Click Next. then click Properties. The System Properties 8 Follow the onscreen instructions. window displays. 2 Click the Hardware tab, and then Device To manually add restore points: Manager. The Device Manager displays. 1 Close all open programs. 3 Click the plus sign (+) to expand the device whose 2 Click Start. driver you want to update or rollback, (for example, DVD/CD-ROM drives). 3 Choose All Programs. 4 Double-click the specific item (for example, 4 Choose Accessories. HP DVD Writer 640b), and then click the 5 Choose System Tools. Driver tab. 6 Click Create a Restore Point. 5 Click Update Driver or Rollback Driver, and 7 Click Next. follow the onscreen instructions. 8 Follow the onscreen instructions. Microsoft System Restore For more information about software restore points: ® ® Microsoft Windows XP includes a feature that allows 1 Click Start. you to restore your PC configuration to that of a 2 Click Help and Support. The Help and Support previous time when a current software problem did Center displays. not exist. The feature does this by creating a “restore point” where it records the PC settings at that time 3 Type system restore into the Search box, and then and date. click Search. When you add programs by clicking Add New Application and Driver Recovery Programs in the Add or Remove Programs window (accessed by clicking Start, Control Panel, and If an individual factory-installed driver or software then Add or Remove Programs), the operating program (also know as an application) accidentally system automatically creates a restore point before it gets erased or damaged, you can reinstall the adds the new software. You can also set them software program using the HP Application Recovery manually. program (select models only). If you experience a problem that you think may be NOTE: To ensure your PC includes the program, due to software on your computer, use System Restore perform steps 3 through 5 of the following procedure. to return the PC to a previous restore point. If HP Application Recovery is listed in the PC Help & Tools folder, your PC includes the program. WARNING: Always use this System Restore procedure before using the System Recovery program. 16 PC Troubleshooting and Maintenance Guide  System Recovery provides two recovery options: NOTE: Do not use the Application Recovery program to reinstall software programs that came on CDs or Standard Recovery — This option recovers DVDs included in the PC box. Reinstall these programs factory shipped programs, drivers, and the directly from the CDs or DVDs. operating system without affecting any data files that you may have created since purchasing this PC. To start an Application Recovery or Driver Recovery: Some data files may be difficult to find after the System Recovery, so it is best to back up all hard 1 Close all applications and folders (skip to step 3 if disk drive files before performing a System Recovery. you are recovering a driver). Full System Recovery — This option completely 2 Uninstall the damaged application: erases and reformats the hard disk drive — this a Click Start, Control Panel, and then Add or includes deleting all data files you have created. Remove Programs. The Full System Recovery reinstalls the operating b Select the program you want to remove, and system, programs, and drivers from the recovery then click Change/Remove. image or discs. However, you must reinstall any software that was not installed on the PC at the 3 Click Start. factory. This includes software that came on CDs 4 Choose All Programs. included in the PC accessory box, and software 5 Choose PC Help & Tools. programs you installed since your purchase. 6 Click HP Application Recovery. 7 Click Application Installation or NOTE: If your PC has a blank or corrupted hard disk Driver Installation, and then click Next. drive, you will see only the Full System Recovery 8 Select the driver or application program to install, option. and then click Install. 9 Repeat steps 7 and 8 to install other drivers or applications. NOTE: If your PC includes an HP Personal Media 10 When you have finished recovering applications or Drive (select models only), you must remove it before drivers, close the Application Recovery program. starting the System Recovery program. Then click Start, Turn Off Computer, and then Restart to restart the PC. Additionally, you have to choose from the following methods for performing a System Recovery: WARNING: Do not skip this last step. You Recovery Image — Run the recovery from a must restart the PC when you are finished recovery image stored on your hard disk drive. The recovering applications or drivers. recovery image is a file that contains a copy of the original software. To perform a system recovery System Recovery Overview from the recovery image on your hard disk drive, see “Running System Recovery from the Hard Disk After you have tried the previously mentioned methods Drive” on page 19. of repairing your system software, you can run the System Recovery program as a last resort to reinstall NOTE: The recovery image uses a portion of the the operating system and the application software. hard disk drive that cannot be used for data storage. Recovery Discs — Run the recovery from a set of recovery discs (CDs or DVDs) that you create from files stored on your hard disk drive. To create recovery discs, perform the procedure in the next section. PC Troubleshooting and Maintenance Guide 17 Creating System Recovery Discs 4 Choose PC Help & Tools. 5 Click HP PC Recovery CD-DVD Creator. Complete the procedure described in this section to The Recovery CD/DVD Creator window appears. create a set of system recovery discs from the recovery image stored on your hard disk drive. This image 6 Follow the onscreen instructions. Label each disc as contains the operating system and software program you make it (for example, Recovery 1, Recovery 2). files that were originally installed on your PC at the Store the System Recovery discs in a safe place. factory. You can create only one set of recovery discs for your Creating a Recovery Tools CD PC. The recovery discs you create can only be used In addition to System Recovery discs, you can create a with your PC. Recovery Tools CD. The Recovery Tools CD can be After creating the recovery discs, you can delete the used to: recovery image if you would like to make extra space Read instructions to use each utility on the Recovery available on your hard disk drive. Tools CD. Start the System Recovery program from the NOTE: Do not delete the recovery image unless you recovery partition. have made recovery CDs or DVDs. Remove the System Recovery partition from your PC hard disk drive to increase space for data. Choosing Recovery Disc Media Create a new data partition on your PC hard disk There are several advantages to using DVDs instead drive. of CDs when creating recovery discs: Start the Microsoft Recovery Console (a utility from Microsoft that can perform operating system DVDs have a faster data transfer rate. DVD diagnostics and repairs). recovery discs restore the original data faster than CD recovery discs. WARNING: Before using the HP PC DVD recovery discs take less time to create than CD Recovery Tools CD to change your hard recovery discs. disk drive, create System Recovery discs as DVDs have greater capacity than CDs, so there are described in the previous section. You fewer discs to record and store. cannot make System Recovery discs after To create recovery discs, your PC must have a CD or you remove the System Recovery partition. DVD writer drive, or other drive that can write to CDs or DVDs. You must create a Recovery Tools CD before you can use any of these utilities. The number of discs in the recovery disc set depends on your PC model. The program that creates the discs To create or start the Recovery Tools CD: tells you the number of blank discs needed to make 1 Click Start. the set. The process takes some time, up to 15 minutes 2 Choose All Programs. per disc, to verify that the information written on the disc is correct. 3 Choose PC Help & Tools. 4 Click HP PC Recovery Tools CD. The tools You can quit the process at any time. The next time window appears. you run the program, it begins where you left off. 5 Follow the onscreen instructions. To create System Recovery discs: Store the Recovery Tools CD in a safe place. 1 Close all open programs. 2 Click Start. 3 Choose All Programs. 18 PC Troubleshooting and Maintenance Guide Running System Recovery from WARNING: The Full System Recovery option Recovery Discs deletes any data or programs that you created or installed after purchase. Be sure This section contains the procedure for performing a to back up any data that you want to keep system recovery from the recovery discs you created onto a removable disc. as described in “Creating System Recovery Discs” on page 18. 8 Insert the next disc if prompted. To run the System Recovery program using recovery 9 When the recovery program finishes, remove the discs: last disc. 1 If the PC works, create a backup CD or DVD NOTE: If the message Please Insert Login Advanced containing all data files that you want to save. Installation Disc Number 1 and Restart is displayed Remove the backup disc from the disc tray when at the end of a Full System Recovery, remove the you are finished. recovery disc from the drive tray, and restart the 2 Insert recovery disc #1 into the appropriate drive PC. You do not need to insert the referenced disc. tray (CD or DVD), and close the tray. 10 Click Restart to restart the PC. 3 Turn off the PC: 11 After the PC restarts, a series of startup screens If the PC works: Click Start, Turn Off appears. To proceed with the initial Microsoft Computer, and then Turn Off. Windows setup, you must answer a few questions. Or 12 Complete the PC startup, finish the registration If the PC is not responding: Press and hold the process, and wait until you see the desktop. Then, On button approximately 5 seconds until the PC turn off the PC, reconnect all peripheral devices, turns off. and turn on the PC. 4 Disconnect all peripheral devices from the 13 Reinstall software not originally installed on the PC PC except the monitor, the keyboard, and by the factory. the mouse. 14 Copy data files from the backup disc to your hard 5 Disconnect or remove all external drives and disk drive. remove the HP Personal Media Drive if your PC includes one. Running System Recovery from 6 Press the On button to turn on the PC. the Hard Disk Drive 7 The PC starts the recovery from the recovery disc. Choose one of the following procedures to reinstall the Follow the onscreen instructions when they are software from the recovery image on your hard disk displayed. drive: For standard System Recovery, press R. Choose Next to proceed with the System Recovery. Starting System Recovery if the PC is responding Choose Yes to start the recovery. Insert the Starting System Recovery if the PC is not remaining recovery discs when directed. responding Or For Full System Recovery, press F. Choose Yes to perform a Full System Recovery. Insert the remaining discs when directed. Or If your PC hard disk drive is blank or corrupted, press R to perform a Full System Recovery. Insert the remaining recovery discs when directed. PC Troubleshooting and Maintenance Guide 19 Starting System Recovery if the PC is Starting System Recovery if the PC is not responding responding 1 Turn off the PC. Remove the HP Personal Media 1 Turn off the PC. If necessary, press and hold the On Drive if your PC includes one. Disconnect all button until the PC turns off. peripheral devices from the PC except the monitor, 2 Remove the HP Personal Media Drive if your PC the keyboard, and the mouse. Turn on the PC. includes one. Disconnect all peripheral devices 2 Click Start on the taskbar, choose All Programs, from the PC except the monitor, the keyboard, and choose PC Help & Tools, and then click HP PC the mouse. System Recovery. 3 Press the On button to turn on the PC. You are prompted to confirm that you have 4 During the startup, do the following to enter the performed the Microsoft System Restore and Driver System Recovery program: Rollback: When the blue screen with the HP Invent logo If you have not performed the Microsoft System appears, press the F10 key on the keyboard. (You Restore and Driver Rollback, click Microsoft have only a few seconds to press the F10 key System Restore, and follow the onscreen before the normal startup process continues.) instructions. 5 The PC starts the recovery; wait for the onscreen If you have performed the Microsoft System instructions to display, and then follow those Restore and Driver Rollback, click Yes to start instructions. the recovery process, and then continue with step 3. WARNING: The Full System Recovery option 3 Follow the onscreen instructions. deletes any data or programs that you created or installed after purchase. Be sure WARNING: The Full System Recovery option to back up any data that you want to keep deletes any data or programs that you onto a removable disc. created or installed after purchase. Be sure to back up any data that you want to keep 6 Complete the PC startup, finish the registration onto a removable disc. process, and wait until you see the desktop. Then, turn off the PC, reconnect all peripheral devices, 4 Complete the PC startup, finish the registration and turn on the PC. process, and wait until you see the desktop. Then, turn off the PC, reconnect all peripheral devices, and then turn on the PC. 20 PC Troubleshooting and Maintenance Guide PC Troubleshooting and Maintenance Guide 21 Printed in