Page 3 - Contents; Help Is Available
Troubleshooting iii Contents 1 Help Is Available Quick Solutions Checklist . . . . . . . . . . . . . . . . . . . . . . . . 1–2 Is the Notebook Receiving Adequate Power? . . . . . . 1–2Is the Notebook Turned On? . . . . . . . . . . . . . . . . . . . 1–2Is the Notebook Overheated? . . . . . . . . . . ...
Page 6 - Index
vi Troubleshooting Contents Fax transmissions do not work . . . . . . . . . . . . . . . . 2–32Message reports excessive line current . . . . . . . . . . 2–32 Network Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–33 Notebook cannot connect to the network . . . . . . . . 2–33Con...
Page 7 - Help Is Available; “Help from Your Notebook”
Troubleshooting 1–1 1 Help Is Available You can obtain troubleshooting assistance from the Help and Support window, the World Wide Web, the telephone, or a local service provider. All documentation included with your notebook is available on the World Wide Web in several languages. ■ If you can acce...
Page 8 - Quick Solutions Checklist; Is the Notebook Receiving Adequate Power?; To make sure adequate power is available to the notebook:; Is the Notebook Turned On?
1–2 Troubleshooting Help Is Available Quick Solutions Checklist Is the Notebook Receiving Adequate Power? If the power indicator light is off and the notebook cannot be turned on, adequate power may not be available to the notebook. On some models the power indicator light is the AC adapter light. O...
Page 9 - Is the Notebook Overheated?; extremely; Is the System Unresponsive?; If you are unable to shut down the notebook with
Help Is Available Troubleshooting 1–3 Is the Notebook Overheated? It is normal for the notebook to feel warm to the touch while it is in use. But if the notebook feels extremely warm, it may be overheating because a vent is blocked. Overheating can cause the notebook to become unresponsive. If you s...
Page 10 - Startup; Is an External Device Not Working?; before
1–4 Troubleshooting Help Is Available 3. If your model has a reset button, insert the end of a small object like a straightened paper clip into the reset button, then press the power button. (This restarts the notebook.) For information about a reset button on your model, refer to the Startup Guide,...
Page 11 - Is Software Functioning Abnormally?; If your software is not functioning normally:
Help Is Available Troubleshooting 1–5 Is Software Functioning Abnormally? If your software is not functioning normally: ■ Restart the notebook. ■ Run a virus scan. When you use the notebook for network or Internet access, you expose the notebook to computer viruses. Computer viruses can disable the ...
Page 12 - Back up your data files, then repair or reinstall the software.
1–6 Troubleshooting Help Is Available ■ Back up your data files, then repair or reinstall the software. ❏ To repair or reinstall the operating system or an HP application or utility, use the restoration CDs included with the notebook. Instructions for using the CDs to repair or reinstall software ar...
Page 13 - Finding the Help You Need; Help from Your Notebook; To access the Help and Support Center window:; Help from Documentation; For operating system help:; Open the software, then select; For help with optional hardware:; Refer to the documentation
Help Is Available Troubleshooting 1–7 Finding the Help You Need Help from Your Notebook To access the Help and Support Center window: ■ In Windows 2000 Professional, select Start > Help. ■ In Windows XP, select Start > Help and Support. Help and Support Center is a comprehensive resource for c...
Page 14 - For help specific to your notebook:; and; For general troubleshooting help:; This troubleshooting guide; Help from the World Wide Web
1–8 Troubleshooting Help Is Available For help specific to your notebook: ■ In Windows 2000 Professional, select Start > Help. ■ In Windows XP, select Start > Help and Support. Refer also to the model-specific guides included with your notebook. Model-specific guides vary by model. Typical tit...
Page 15 - Help by Telephone; Preparing to Call Customer Support; Purchase date on the invoice.
Help Is Available Troubleshooting 1–9 Help by Telephone Preparing to Call Customer Support To provide the fastest possible resolution of your problem, have the following items available when you call: ■ The notebook. ■ Serial number and model description, which are provided on labels affixed to the ...
Page 16 - Accessing Customer Support Telephone Numbers; Help from a Service Provider; Worldwide Telephone Numbers
1–10 Troubleshooting Help Is Available Accessing Customer Support Telephone Numbers To obtain a list of worldwide customer support telephone numbers: ■ Refer to the printed Worldwide Telephone Numbers booklet included in English only with the notebook. ■ Display customer support telephone numbers on...
Page 17 - Problems and Solutions; Before You Begin; Because the listed problems and solutions are
Troubleshooting 2–1 2 Problems and Solutions Before You Begin This chapter contains general solutions to problems that you may encounter with your notebook. Try the solutions one at a time. If a single problem has multiple solutions, try the solutions in the order in which they are presented. Becaus...
Page 18 - Audio Problems; Sound is not audible; Press the volume button to increase volume.; Sound does not record
2–2 Troubleshooting Problems and Solutions Audio Problems Sound is not audible ■ Press the volume button to increase volume. ■ Double-click the speaker icon on the taskbar, then clear the Mute All check box. ■ Press the mute button. (Sound should be audible when the mute light is off.) ■ Verify that...
Page 19 - Battery and Power Problems; See also the power-related items on the; Notebook does not turn on; If the notebook turns off or initiates Standby
Problems and Solutions Troubleshooting 2–3 Battery and Power Problems ✎ See also the power-related items on the “Quick Solutions Checklist” in the “Help Is Available” chapter. Notebook does not turn on ■ Connect the notebook to an electrical outlet using the AC adapter. Make sure all connections are...
Page 21 - Battery pack does not charge; If you are using an AC adapter:; Battery pack is warm after charging; No action is required. Warming occurs naturally during charging.
Problems and Solutions Troubleshooting 2–5 Battery pack does not charge ■ The battery pack may be fully charged. Refer to your model-specific documentation for information about determining battery pack status. ■ If the battery pack is extremely warm or cool, allow the battery pack to reach room tem...
Page 22 - Battery pack charge displays seem inaccurate; if the battery pack continues to provide
2–6 Troubleshooting Problems and Solutions Battery pack charge displays seem inaccurate ■ If only the time remaining display seems inaccurate, no action may be necessary. The time remaining display indicates the approximate running time remaining on the battery pack if the battery pack continues to ...
Page 23 - Battery conservation settings and procedures.; Standby cannot be initiated; How infrared affects Standby.
Problems and Solutions Troubleshooting 2–7 Battery pack run time is shorter than expected Review the information in your model-specific documentation regarding: ■ Battery conservation settings and procedures. ■ Battery storage environments and procedures. ■ Notebook operating environment specificati...
Page 24 - Hibernation cannot be initiated; Make sure Hibernation is enabled. To enable Hibernation:
2–8 Troubleshooting Problems and Solutions Hibernation cannot be initiated ■ Make sure Hibernation is enabled. To enable Hibernation: ❏ In Windows 2000 Professional, select Start > Settings > Control Panel. Double-click Power Options, select the Hibernate tab, then select the Enable Hibernate ...
Page 25 - CD or DVD Problems; Make sure the correct device drivers are installed.
Problems and Solutions Troubleshooting 2–9 CD or DVD Problems On some notebooks, the CD or DVD drive is removable. On other notebooks, the CD or DVD drive should be removed only by an authorized service provider. Ä To prevent damage to your CD or DVD drive and to your notebook, do not remove a CD or...
Page 26 - Notebook cannot start up from a CD or DVD; Make sure the CD or DVD is bootable.; Notebook cannot read a CD or DVD; Make sure a single-sided CD or DVD has been inserted label side up.
2–10 Troubleshooting Problems and Solutions No alert sounds when a CD or DVD drive is inserted If the notebook is off, in Standby, or in Hibernation, no action is necessary. The notebook audibly signals a successful drive insertion or removal only when the notebook is on. Notebook cannot start up fr...
Page 27 - DVD movie does not fill the screen; If video corruption occurs at the beginning of play:
Problems and Solutions Troubleshooting 2–11 ■ Remove the CD or DVD, restart the notebook, then reinsert the CD or DVD. ■ If you created the CD or DVD, try using a different brand of CD or DVD. DVD movie does not fill the screen Some double-sided DVDs have a different format (standard or wide screen)...
Page 28 - Standby or Hibernation affects CD or DVD play
2–12 Troubleshooting Problems and Solutions Standby or Hibernation affects CD or DVD play Initiating Standby or Hibernation while playing a CD or DVD may stop the play or diminish the quality of the play. ■ Remove the CD or DVD from the drive before initiating Standby or Hibernation. ■ If Standby or...
Page 29 - Digital Memory Card or Memory Stick; “Memory Problems”; Digital memory alerts are not audible
Problems and Solutions Troubleshooting 2–13 Digital Memory Card or Memory Stick problems This section discusses problems you may encounter while using an SD (Secure Digital) Card, MMC (multimedia card), CompactFlash card, Memory Stick, or other digital storage product. The slots which support these ...
Page 30 - Remove, then reinsert, the digital memory card or Memory Stick.
2–14 Troubleshooting Problems and Solutions ■ Press the mute button on the notebook and verify that the mute light is off. (Sound should be audible when the mute light is off.) ■ Verify that no headset, external speakers, or headphones are connected to the notebook. These devices disable the interna...
Page 31 - Display Problems; Display is blank; Resume from Standby or exit Hibernation.
Problems and Solutions Troubleshooting 2–15 Display Problems Display is blank ■ Tap or move the pointing device (TouchPad, pointing stick, or optional external mouse). ■ Resume from Standby or exit Hibernation. ■ If the notebook is extremely warm or cold, allow it to reach room temperature. ■ Switch...
Page 32 - Desktop icons are too large or too small
2–16 Troubleshooting Problems and Solutions Desktop icons are too large or too small Use the settings in your operating system to adjust icon size. Larger icons may be easier to read. Selecting a smaller icon size enables you to display more icons on the desktop. Characters are dim or difficult to r...
Page 33 - FireWire; FireWire device does not work
Problems and Solutions Troubleshooting 2–17 FireWire (IEEE 1394) Problems The high-speed serial bus connector available on some notebooks may be identified in your model-specific documentation as the FireWire connector or as the 1394 connector. The information in this section applies to connectors w...
Page 34 - Game Problems; Game sounds are erratic
2–18 Troubleshooting Problems and Solutions Game Problems Game frequently stops responding or locks up ■ Reinstall the game, noting any settings and default selections that pertain to your model, then restart the game. ■ Verify that your model meets the hardware and software requirements of the game...
Page 35 - Hard Drive Problems; primary; Primary hard drive cannot be accessed
Problems and Solutions Troubleshooting 2–19 Hard Drive Problems ✎ The primary hard drive is a hard drive in a hard drive bay; an optional secondary hard drive is a hard drive in an additional bay. The additional bay may be a MultiBay in the notebook, a bay in a port replicator, or an external bay. P...
Page 36 - Secondary hard drive is not recognized; Start the notebook from the primary hard drive.
2–20 Troubleshooting Problems and Solutions Secondary hard drive is not recognized ■ Remove, then reinsert, a secondary hard drive exactly as instructed in your model-specific notebook documentation or in your port replicator or external bay documentation. Be certain the drive is firmly seated in th...
Page 37 - Infrared Communication Problems; Infrared link cannot be established; See also
Problems and Solutions Troubleshooting 2–21 Infrared Communication Problems ✎ Infrared communication is managed by your operating system. To implement some of the solutions suggested in this section and to perform additional troubleshooting, you may need to refer to your operating system online Help...
Page 38 - Notebook does not transmit or receive data; Move the infrared ports closer together.; Standby is preventing infrared transmission; Standby is incompatible with infrared transmission.
2–22 Troubleshooting Problems and Solutions Notebook does not transmit or receive data ■ Move the infrared ports closer together. They should be no more than 1 meter (3 feet) apart. ■ Position the infrared ports so they face each other as directly as possible. The maximum capture angle is 30 degrees...
Page 39 - Internet Problems; Problems”; Notebook cannot connect to the Internet
Problems and Solutions Troubleshooting 2–23 Internet Problems ✎ The information provided in the “Modem Problems,” “Network Problems,” or “Wireless LAN (WLAN) Device Problems” sections may also be helpful. Notebook cannot connect to the Internet ■ Verify that your ISP service has not been interrupted...
Page 40 - Keyboard and Pointing Device Problems; Maintenance, Shipping and Travel; Assorted keys are typing incorrect characters; Letter keys are typing numbers
2–24 Troubleshooting Problems and Solutions Keyboard and Pointing Device Problems ✎ Many pointing device actions are controlled by mouse settings in the operating system. To change the pointer or click speed, add or remove mouse trails, or adjust other pointing device settings, refer to your operati...
Page 41 - Keypad does not work; Clean the TouchPad with a damp cloth, then wipe it dry.
Problems and Solutions Troubleshooting 2–25 Keypad does not work ■ Enable the notebook keypad as instructed in your model-specific documentation. Your documentation may list the keypad as the “embedded numeric keypad” or the “internal keypad.” ■ If an optional external keypad is connected to the sys...
Page 42 - Pointing stick does not work; Restart the notebook.; TouchPad does not work; External mouse does not work
2–26 Troubleshooting Problems and Solutions Pointing stick does not work ■ If an optional external mouse is connected to the system, it may disable the pointing stick. Some models include a utility, often called the Setup utility, in which you can set the system to respond to both an external mouse ...
Page 43 - PS/2 scroll mouse does not work
Problems and Solutions Troubleshooting 2–27 PS/2 scroll mouse does not work ■ On some models the internal pointing device (pointing stick or TouchPad) must be disabled before the scroll feature on an optional external mouse can be supported. Some of these models include a utility, often called the S...
Page 44 - Memory Problems; “Digital Memory Card or Memory Stick problems”; Insufficient memory message is displayed; Close one or more applications.; New memory module affects startup
2–28 Troubleshooting Problems and Solutions Memory Problems This section discusses problems you may encounter with RAM (Random Access Memory). For information about solving problems you may encounter while using an SD (Secure Digital) Card, MMC (multimedia card), CompactFlash card, Smart Media Card,...
Page 45 - Modem Problems; See also the; No dial tone is audible; Verify that the correct dialing mode (tone or pulse) is selected.; Modem does not dial correctly; Verify that you are dialing the correct number.
Problems and Solutions Troubleshooting 2–29 Modem Problems ✎ See also the “Internet Problems” section. No dial tone is audible ■ Verify that the modem cable is securely connected to the telephone wall jack and to the RJ-11 jack on the notebook or port replicator. ■ Verify that the telephone wall jac...
Page 46 - Modem and Networking; Modem dials correctly but does not connect; Connect the modem to a different telephone wall jack.; Modem sounds are not audible
2–30 Troubleshooting Problems and Solutions ■ Verify that you are dialing all necessary prefixes, such as outside line, long distance, or country codes. ■ Disable the call waiting feature before dialing. To obtain the disable call waiting code for your dialing area, contact your local telephone serv...
Page 47 - Modem does not connect at highest speed
Problems and Solutions Troubleshooting 2–31 Modem does not connect at highest speed ■ Ask your telephone service provider to check your telephone line for excessive static or noise. You may need to request a line filter. Meanwhile, connect the modem to another telephone line. Poor line conditions at...
Page 48 - Fax transmissions do not work
2–32 Troubleshooting Problems and Solutions ■ If the notebook has reached a low-battery condition: 1. Connect the notebook to external power. 2. Restart the communications software application. 3. Replace or recharge the battery pack before again using the modem while the notebook is running on batt...
Page 49 - Network Problems; Notebook cannot connect to the network
Problems and Solutions Troubleshooting 2–33 Network Problems Notebook cannot connect to the network ✎ For information about the network status indicator(s) on your notebook, refer to your model-specific documentation. ■ Verify that the network cable is a Category 5 (CAT-5) twisted-pair cable. ■ Veri...
Page 50 - Some network resources are not available; Verify the network adapter connection to the network.
2–34 Troubleshooting Problems and Solutions ■ Verify that an Ethernet LAN adapter is selected in the Network Properties window of your operating system. ■ If you are using a software or hardware firewall, make sure that it is properly configured. Some network resources are not available ■ Verify tha...
Page 51 - PC Card problems; PC Card alerts are not audible
Problems and Solutions Troubleshooting 2–35 PC Card problems PC Card alerts are not audible ■ Enable PC Card alerts in the power management section of your operating system software. ■ Press the volume button to increase volume. ■ Double-click the speaker icon on the taskbar, then clear the Mute All...
Page 52 - Notebook does not recognize a PC Card; Network PC Card stops communicating
2–36 Troubleshooting Problems and Solutions Notebook does not recognize a PC Card ■ Remove, then reinsert, the PC Card. ■ Restart the notebook. ■ Verify that the PC Card is functioning correctly by trying the card in another notebook. ■ If you are using a zoomed video PC Card, refer to your model-sp...
Page 53 - Television problems; S-Video jack has 7 pins
Problems and Solutions Troubleshooting 2–37 Television problems S-Video jack has 7 pins The S-Video jack on some notebooks is a 7-pin jack. In some regions, standard S-Video cables have 4-pin connectors. A 4-pin S-Video cable can be used in a 7-pin S-Video jack. For information about whether to use ...
Page 54 - Temperature Problems; Notebook feels abnormally hot; Close all games and applications that you are not using.
2–38 Troubleshooting Problems and Solutions Temperature Problems ✎ Use the notebook only within the temperature ranges provided in the specifications section of your model-specific documentation. Notebook feels abnormally hot ■ Allow the notebook to cool down, then resume your work. Whenever you use...
Page 55 - USB Problems; USB device does not work
Problems and Solutions Troubleshooting 2–39 USB Problems USB device does not work ■ If the device requires external power, be sure that it is plugged securely into an electrical outlet as well as into a USB connector on the notebook. ■ Verify that the device is functioning properly by connecting it ...
Page 56 - Notebook cannot connect to wireless network; Verify that you are using the correct SSID.
2–40 Troubleshooting Problems and Solutions Wireless LAN (WLAN) Device Problems ✎ See also the “Internet Problems” section. Notebook cannot connect to wireless network ■ Verify that the wireless device is turned on. On most models, a light turns on or changes color when the device is turned on. For ...
Page 57 - The concentration of access points within an area.; Notebook cannot access network resources; Connection breaks after 3 minutes
Problems and Solutions Troubleshooting 2–41 ❏ People or objects moving into the range of the antenna and access point. ❏ The number of users connecting at one time in a single area to a single access point. ❏ The concentration of access points within an area. ❏ Channel utilization. Notebook cannot a...
Page 58 - Select the network name in the Preferred Networks window, then
2–42 Troubleshooting Problems and Solutions 4. Select the network name in the Preferred Networks window, then select Properties. 5. Select the Authentication tab. 6. Make sure the check box for authentication is cleared. 7. Select Apply, then select OK. Notebook cannot connect to Internet when WEP i...
Page 59 - Throughput and connection range vary; Verify that the Bluetooth device is turned on.
Problems and Solutions Troubleshooting 2–43 Throughput and connection range vary If there are large variations in throughput and range even when equipment is stationary, the cause may be nearby sources of radio frequency interference. WLAN radios operate in unlicensed frequency bands where many othe...
Page 66 - See
Index Troubleshooting Index–7 restoring from Hibernation with 1–2 vs. power button 2–1 primary hard drive 2–19 PS/2 scroll mouse 2–27 pulse dialing mode 2–29 Q Quick Launch buttons 2–23 Quick Solutions Checklist 1–2 R Reader, Integrated Memory 2–13 region error code, DVD 2–10 , 2–12 reset (emergency...
