HP Compaq Presario Manual de usuario

Troubleshooting Guide

Document Part Number: 277959-001

March 2002

This guide provides helpful hints and solutions for troubleshooting

possible hardware and software problems.

Compaq and the Compaq logo are registered in U. S. Patent and Trademark

Office.

Presario is a trademark of Compaq Information Technologies Group, L.P. in the

United States and other countries.

Microsoft, Windows, and Windows XP are trademarks of Microsoft Corporation

in the United States and other countries.

Intel is a trademark of Intel Corporation in the United States and other countries.

All other product names mentioned herein may be trademarks of their respective

companies.

Compaq service tool software, including associated documentation, is the

property of and contains confidential technology of Compaq Computer

Corporation. Service customer is hereby licensed to use the software only for

activities directly relating to the delivery of, and only during the term of, the

applicable services delivered by Compaq or its authorized service provider.

Customer may not modify or reverse engineer, remove, or transfer the software

or make the software or any resultant diagnosis or system management data

available to other parties without Compaq’s or its authorized service provider’s

consent. Upon termination of the services, customer will, at Compaq’s or its

service provider’s option, destroy or return the software and associated

documentation in its possession.

Compaq shall not be liable for technical or editorial errors or omissions

contained herein. The information in this document is provided “as is” without

warranty of any kind and is subject to change without notice. The warranties for

Compaq products are set forth in the express limited warranty statements

accompanying such products. Nothing herein should be construed as

constituting an additional warranty.

ÅWARNING: Text set off in this manner indicates that failure to follow

directions could result in bodily harm or loss of life.

ÄCAUTION: Text set off in this manner indicates that failure to follow

directions could result in damage to equipment or loss of information.

Troubleshooting Guide

First Edition (March 2002)

Document Part Number: 277959-001

Troubleshooting Guide iii

Contents

1 Help & Support

Preventative Care and Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–2

Online Service and Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3

How to Access Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–4

2 Solving Minor Problems

Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2

CD-ROM, CD-RW, DVD-ROM, or DVD-R/RW Drive . . . . . . . . . . . . . . . . . . . . . . . . 2-3

Diskette Drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5

Hard Drive. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-8

Display (Monitor) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-8

Hardware Installation Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9

Internet Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-10

Power. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12

Keyboard and Scroll Mouse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-14

Wireless Wheel Mouse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-16

USB Optical Mouse. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-17

Memory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-18

Miscellaneous . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-18

iv Troubleshooting Guide

Contents

Troubleshooting Guide 1–1

Help & Support

This chapter provides information for identifying and solving

common problems that may occur with your computer. You can easily

diagnose and solve many computer problems on your own without

contacting a Compaq Support Specialist.

If you have a computer problem or question, check the following

resources for answers:

■Review this “Help & Support” chapter for suggestions to solve

the problem.

■Press the Easy Access Help Gbutton on your keyboard to access

the built-in Compaq Help & Support Center, where you can find

information about your computer and computer-related

peripherals as well as links to online technical help.

■Visit the Compaq Help & Support Web site at:

compaq.com/consumersupport

■Contact a Compaq Support Specialist at the telephone number

listed in your Limited Warranty.

✎The Web sites listed in this chapter may be specific to certain

geographic regions and English only.

1–2 Troubleshooting Guide

Help & Support

Preventative Care and Maintenance

Your computer is equipped with an integrated help and assistance tool

from Microsoft and Compaq, providing simple click access to built-in

product information, preventative care and maintenance assistance,

and Web links to online support and technical information. Press the

Easy Access Help Gbutton on your keyboard to access the Compaq

Help & Support Center.

■Prevent unnecessary data loss: Protect your valuable data and

system files from possible damage by utilizing the virus

protection software available on your computer along with

backing up important data and programs.

■Undo harmful or unintended changes to your system:

Your computer comes with restore features to help protect your

computer from unnecessary downtime. Return your computer to

its optimal state using one of the provided restore features.

■Adjust your startup resources to improve performance:

Compaq has engineered an exclusive utility, called a Virtual

Technician, which helps you safely manage your computer's

system performance and resources.

■Troubleshoot modem or Internet connection issues:

Test your modem line connection for slow or poor connection

speeds, as well as troubleshoot common modem problems.

■Improve hard drive performance: Perform a series of easy

tasks to help remove unwanted files, repair simple hard drive

errors, increase the amount of free space on your hard drive, and

improve the overall speed and performance of your computer.

■Reprogram your Easy Access buttons: Launch your favorite

programs and Web sites by easily reprogramming the Easy

Access Buttons (select models only) on your Compaq keyboard.

■Receive automatic delivery of drivers, software updates,

and fixes: Receive notifications and automatic updates to help

improve functionality and ensure your computer runs at peak

performance.

■Learn more about how to replace end-user parts:

The End User Replaceable Parts Program (not available in all

regions) is part of the Limited Warranty. Leveraging the easy

access design, the End User Replaceable Parts Program enables

you to easily service your own computer.

Troubleshooting Guide 1–3

Help & Support

Online Service and Support

For rapid access to accurate service and support solutions, go to

compaq.com/consumersupport. Whether you are a novice or

technical expert, knowledge, information, and assistance are available

when and where you need them.

■Need access to drivers and product documentation? Find

original product drivers, the latest updates and software fixes,

warranty information, and product documentation.

web14.compaq.com/falco/sp_list.asp

■Join the Compaq Customer Communities: Where novices to

technical experts collaborate to share knowledge, information,

and assistance. Participate in existing product discussions, review

commonly asked questions, and answer or post new questions to

a community of users.

compaq.com/communities

■Open an online service event with a Compaq Support

Specialist: Do you have a product warranty issue or need to

contact a technical expert? Contact Compaq online for the fastest

time to a solution. To ensure proper handling of your service

event, please include your:

❏Product model number

❏Product serial number

❏Date of purchase

❏Detailed description of your issue or question

compaq.com/athome/support/consumeremail.html

1–4 Troubleshooting Guide

Help & Support

How to Access Help

The first step when you need help is to press the Help Gbutton on

your keyboard, giving you access to an integrated help and assistance

tool from Microsoft and Compaq. The Compaq Help & Support

Center provides a wealth of help and assistance when you need:

■Answers to questions about your hardware or software

■Help installing new peripherals or software applications

■A resolution to a hardware or software problem or error

■To restore your computer and undo harmful changes

■Access to the latest drivers, updates, and downloads

If you want interactive help or didn’t find exactly what you were

looking for, go to the Compaq Help & Support Web site at

compaq.com/consumersupport. The Compaq Help & Support Web

site is the fastest way to find accurate solutions by providing:

■Original product drivers and the latest software updates

■Warranty information and product documentation

■Questions, answers, and insights through the Compaq Customer

Communities, compaq.com/communities

■E-mail responses from a Compaq Support Specialist

If additional methods of getting assistance and resolving a problem

are needed, try the following:

■Contact a Compaq Support Specialist at the telephone number

listed in your Limited Warranty with the following information

available:

❏Product model number

❏Product serial number

❏Date of purchase

■Restore the operating system and software to its original state as

when you purchased the computer by using your Compaq Restore

Kit. Refer to your Compaq Restore Kit for complete instructions

on using this feature.

Troubleshooting Guide 2–1

Solving Minor Problems

Before contacting a Compaq Support Specialist, keep in mind that the

information needed to correct the problem may be at your fingertips.

Try pressing the Easy Access Help Gbutton on your keyboard. This

button accesses important help and support information and tools.

Information in this section is divided into three areas: Symptom,

Problem, and Solution.

The Symptom indicates the sign or warning message for the type of

problem you are having. The Problem identifies one or more reasons

why the symptom may have occurred. The Solution describes what

you should do to try to solve the problem.

✎Some of the symptoms listed for certain troubleshooting problems

will not apply to your computer. For problems relating specifically to

the monitor or printer, refer to the documentation that came with the

equipment.

2–2 Troubleshooting Guide

Solving Minor Problems

Audio

Symptom Problem Solution

No sound Speaker cables are not

properly connected.

Turn off your computer using

the normal “Turn Off

Computer” procedure.

Reconnect the speakers.

Refer to the Speaker

Options poster for

instructions.

Volume is muted. 1. On the Windows

desktop, click Start then

click Control Panel. The

Control Panel window is

displayed.

2. Click Sounds, Speech,

and Audio Devices then

click Sounds and Audio

Devices.

3. Click the Mute check box

to remove the check

mark from the box.

Computer is in Stand By

mode.

Press the Power button to

resume from Stand By

mode.

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