HP E-diagtools 3.5x Manual de usuario

e-diagtools 3.5x

user’s guide

www.hp.com/desktops/diagtools

hp business pcs

hp e-pc hp brio hp vectra

hp workstations

including: hp visualize hp kayak

hp notebook pcs

hp omnibook hp pavilion

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.

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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.

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Incorporated.

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trademarks of Microsoft Corporation.

Intel®and Pentium®is a registered trademark of Intel Corporation.

HP France

Business Desktop Division

38053 Grenoble Cedex 9

France

Version of 07/2001 for e-Diagtools 3.5x

HP e-Diagtools 3.5x User’s Guide

Who Should Read This Book?

This manual is for anyone who wants to:

•Diagnose hardware problems on an HP computer

•Understand the purpose of e-Diagtools

•Learn how to use e-Diagtools

•Know what to do when an e-Diagtools test fails

•Provide their support provider with more information for solving problems quickly

and effectively

•Find out where to get more information and support.

Other e-Diagtools Documentation

Apart from this User’s Guide, the following documentation is also available:

•HTML Quick Tour

Provides a useful online introduction and overview of e-Diagtools. It is available on the

Diagtools web site www.hp.com/desktops/diagtools.

•e-Diagtools Administrator’s Guide

Explains to IT or MIS personnel how to configure the HP e-Diagtools diagnostic

solution to obtain optimal e-support and remote capabilities. It is available on your HP

computer’s support web site (refer to page 6 for web addresses).

•Virtual Call Assistant User’s Guide

Explains how to install, configure and use the Virtual Call Assistant, an e-Diagtools

diagnostic aid that is capable of detecting and recognizing audio error signals from

remote computers. It is available on your HP computer’s support web site (refer to page 6

for web addresses).

•HP Utility Partition Whitepaper

Describes the HP Utility Partition, a hard disk partition provided on most HP

computers that contains most of the e-Diagtools software. It is available on the Vectra

support web site www.hp.com/go/vectrasupport.

What is e-Diagtools?

The first step in solving a problem with a computer is diagnosis.

HP’s e-Diagtools helps you diagnose hardware-related problems on a HP computer.

It is a series of tools designed to help you to:

•Distinguish between software and hardware problems

•Diagnose hardware-related problems

•Provide precise information to support providers so that they can solve any problem quickly

and effectively.

e-Diagtools is not a repair tool.

4English

Overview of e-Diagtools

e-Diagtools has three main components:

❒The e-Diagtools pre-boot diagnostic capability. This generates an audible set of beeps

that helps diagnose a problem manually or automatically when the computer cannot

boot. You can also present the beep error code to your support provider for remote

diagnosis and enhanced problem solving. Available on HP Business PCs and

Workstations only.

❒The e-Diagtools core tests, which provide hardware detection, basic and advanced

system tests, and a Support Ticket with a complete record of the test results and the

computer’s configuration.

❒A set of functions to forward the Support Ticket to your authorized support provider

via email, and to retrieve and flash the latest BIOS version for your computer.

What’s New in e-Diagtools Version 3.5x

Version 3.5x of e-Diagtools has these new features:

•Supports the latest HP computers

•Incorporates new, more efficient hardware diagnostics tests

•Has an improved user interface, especially for advanced tests

•Available in these languages: English, French, German, Italian, Spanish, Portuguese,

Simplified Chinese and Japanese

•Has a context sensitive help system

•Minimizes the number of reboots (restarts) required

•For HP Business PCs, provides a new activation from the HP logo screen

(using <F8> key)

•Provides step-by-step troubleshooting recommendations if there is a test warning or

error

•Issues a warning message in the basic tests if any main hardware components are

missing.

•Provides more information in the support ticket, such as the history of the computer’s

configuration from the first time e-Diagtools was run up to the last time e-Diagtools

was run.

Media

This version of HP e-Diagtools is supplied on the following media:

•The Utility Partition pre-installed on your hard disk — on most new HP computers.

•The recovery CD supplied with your computer:

•The HP PC Image Engineer - Image Library and Diagnostics CD-ROM for e-pc and

Vectra PCs.

•The Recovery CD for HP Notebook PCs.

•The HP Diagtools CD-ROM for Linux HP computer models.

•The generic HP Diagtools CD-ROM — this CD contains all e-Diagtools versions to

cover a wide range of HP e-pc, Vectra, Kayak, Brio, Notebook and Visualize

computers. This CD-ROM can be ordered from the Diagtools web site

www.hp.com/desktops/diagtools.

e-Features

The “e-features” of e-Diagtools are network functions that enable you to do remote

BIOS updates, and send the Support Ticket by email to your support provider.

These e-features can be extended using HP Toptools or HP Instant Support to include

remote troubleshooting and diagnosis via your LAN.

NOTE Only the HP Utility Partition version of e-Diagtools 3.5x supports the full range of

e-features. When you run e-Diagtools 3.5x from a CD-ROM you will not be able to update

the BIOS.

Compatibility

e-Diagtools version 3.5x can run on the latest models of HP computers.

Other versions of e-Diagtools are available for older HP Business PCs, Notebook PCs

and Workstations.

To learn which version of e-Diagtools to use for your HP computer, refer to the HP

Support web sites, described on page 6.

Upgrading e-Diagtools on your computer’s Utility Partition

For HP Business PCs You can download the latest version of the HP Utility Partition version of e-Diagtools

from the support web site for your HP Business PC (refer to page 6 for web addresses).

For HP Notebook PCs You can upgrade the HP Utility Partition version of e-Diagtools using e-Diagtools for

Windows, described in chapter 8, “e-Diagtools for Windows“.

6English

HP Instant Support

For selected HP computers, e-Diagtools can also be run as part of the HP Instant

Support framework.

This e-Diagtools capability is not described in this manual. For more information on HP

Instant Support, refer to: www.hp.com/go/instantsupport

More Information and HP Support Web Sites

For more information about e-Diagtools, refer to the e-Diagtools web site:

www.hp.com/desktops/diagtools

For more information about support for your HP computer, including e-Diagtools

information, refer to the HP Support web sites:

For more information about HP Customer Care Service and Support, refer to chapter 9,

“HP Customer Care Service and Support“.

HP Support www.hp.com/go/support

HP Vectra Support www.hp.com/go/vectrasupport

HP Brio Support www.hp.com/go/briosupport

HP Kayak Support www.hp.com/go/kayaksupport

HP e-pc Support www.hp.com/go/e-pcsupport

HP Workstation Support www.hp.com/workstations/support

HP Notebook Support www.hp.com/go/support

Contents

1 Pre-Boot Diagnostics and BIOS Errors

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Pre-Boot Audio Signal and Beeps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

BIOS Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

What to Do if You Get a Pre-boot, BIOS, or e-Diagtools Error . . . . . . . . . . . . . . 14

Calling Your Support Provider . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Troubleshooting the Error Yourself . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

e-Diagtools Online Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

2 Starting e-Diagtools

Before Starting e-Diagtools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Starting e-Diagtools from the Utility Partition on your Hard Disk . . . . . . . . . . . 19

Option 1: Starting e-Diagtools on new HP Business PCs . . . . . . . . . . . . . . . . . . . . . . . 19

Option 2: Starting e-Diagtools on Other HP Computers

(Including HP Notebook PCs) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

If You Are Unable to Start e-Diagtools From the Hard Disk . . . . . . . . . . . . . . . . 23

Starting e-Diagtools from a CD-ROM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Which CD-ROM to Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

How to Start e-Diagtools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

The e-Diagtools Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Update BIOS (when available) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Update BIOS, Clearing its Settings (when available) . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Run e-Diagtools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Support Ticket (when available) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Select Language. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Exit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

3 Updating the BIOS and Sending the Support Ticket

Overview of e-Diagtools e-Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

HP Business PCs and HP Workstations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

HP Notebook PCs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Basic to Intermediate Users: Setting Up the e-Features . . . . . . . . . . . . . . . . . . . 31

Contents

8English

Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Step 1: Open the e-Diagtools Networking Parameters Screen. . . . . . . . . . . . . . . . . . . 32

Step 2: Set the BIOS Update Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Step 3: Set the Parameters for Sending the Support Ticket . . . . . . . . . . . . . . . . . . . . 33

Step 4: Save the Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Advanced Users: Setting Up the e-Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Step 1: Open the e-Diagtools Networking Parameters Screen. . . . . . . . . . . . . . . . . . . 34

Step 2: Enter the Basic Network Parameters or Set to DHCP. . . . . . . . . . . . . . . . . . . 35

Step 3: Set the BIOS Update Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Step 4: Set the Parameters for Sending the Support Ticket . . . . . . . . . . . . . . . . . . . . 36

Step 5: Save the Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

HP Toptools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Information About The LAN Configuration Agent . . . . . . . . . . . . . . . . . . . . . . . . 37

Updating the BIOS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

How To Update the BIOS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Sending the Support Ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

How To Send the Support Ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

4 e-Diagtools Hardware Detection

Overview of Hardware Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Hardware Detection Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

If a Component is Not Detected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

5 e-Diagtools Basic System Test

Overview of the Basic System Test. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

How to Run the Basic System Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Test Result: PASSED. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Test Result: WARNING or FAILED. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Important Recommendation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

What is Tested . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

6 Advanced System Tests

Overview of the Advanced System Tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

How to Enter the Advanced System Tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Contents

How to Run an Advanced System Test. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Test Result: PASSED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Test Result: WARNING or FAILED. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Important Recommendation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

7 The Support Ticket

What is the Support Ticket?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Using the Support Ticket Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Accessing the Support Ticket Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Performing Actions in the Support Ticket Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

8 e-Diagtools for Windows

What is e-Diagtools for Windows? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

“e-Diagtools for Windows” Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Support Ticket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

BIOS Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71

Download and Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Connection Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Info . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

9 HP Customer Care Service and Support

Your HP Authorized Reseller. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Hewlett-Packard Support and Information Services . . . . . . . . . . . . . . . . . . . . . . 76

HP Customer Care Center Phone Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Contents

10 English

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