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PC Troubleshooting and System Recovery Guide

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Table of Contents

Recovering from Software Problems ...... 1 PC Repair Overview ...... 1 Restarting Your PC ...... 1 Turning Off Your PC ...... 1 Updating Drivers ...... 2 Microsoft ...... 2 Application Recovery and Driver Recovery ...... 2 System Recovery Overview...... 3 Creating System Recovery Discs ...... 3 Creating a Recovery Tools CD...... 4 Running System Recovery from Recovery Discs...... 4 Running System Recovery from the Hard Disc Drive ...... 5 Space ...... 6 Troubleshooting ...... 6

PC Troubleshooting and System Recovery Guide iii

iv PC Troubleshooting and System Recovery Guide Recovering from Software • Application Recovery and Driver Recovery • Problems System Recovery NOTE: If you are replacing a hard disk drive, you The PC uses the and installed only have to run the System Recovery. software programs during normal operation. If your PC works improperly or stops because of the software, you may be able to repair it. Additionally, your PC may include a Software Repair Wizard (select models only). You can

Some software repairs are as simple as restarting use this wizard to access many of the repair your PC, and others require performing a System methods described in this chapter, including: Recovery from files on your hard disk drive. • Creating System Recovery discs Your hard disk drive contains a System Recovery • Microsoft System Restore image that includes all the software files that were • originally installed on your PC at the factory. In the Application Recovery and Driver Recovery unlikely event that you need to recover your system, • System Recovery it is easy to do so using this recovery image. You can start the Software Repair Wizard by double- Since all the necessary information is contained in clicking the desktop icon or clicking Start, All the System Recovery image on your hard disk drive, Programs, PC Help & Tools, and then Software recovery discs are not included in the accessory box. Repair Wizard. As a , you can: Restarting Your PC • Make your own System Recovery discs from the recovery image as described in ”Creating System Restarting is the simplest repair method for your PC. Recovery Discs” later in this document. When you restart, the PC reloads the operating system • Contact HP Support to purchase a set of System and software into its memory. Recovery discs. To restart your PC: You should also make a Compaq Recovery Tools CD. 1 Close all open programs and windows. This CD contains utilities that allow you to make changes to your hard disk drive. See “Creating a 2 Click Start. Recovery Tools CD“ for more information. 3 Choose Turn Off Computer. 4 Click Restart. NOTE: It is important that you perform the PC repair methods in the order described in this document. Turning Off Your PC When you turn off your PC and then turn it on again, PC Repair Overview you force the PC to reload the operating system into its memory, which clears some tracking information. This section lists the available methods to fix your PC This may eliminate some problems that can remain if you are experiencing software problems. Detailed after performing a restart. instructions about each method are in the sections that follow. You must perform the procedures in the order To turn off your PC: listed here. 1 Close all open programs and windows. • Restarting your PC 2 Click Start. • Turning off your PC 3 Choose Turn Off Computer. • Updating drivers 4 Click Turn Off. • Microsoft System Restore 5 Start your PC by pressing the On button.

PC Troubleshooting and System Recovery Guide 1 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 displays. 3 Click the plus sign (+) to expand the device whose 1 Close all open programs. driver you want to update or rollback, (for 2 Click Start. example, Keyboard). Right-click the specific item 3 Choose All Programs. (for example, PS-2 Keyboard), and then select 4 Choose Accessories. Properties. The Properties window for the selected device displays. 5 Choose System Tools. 4 Click Update Driver or Rollback Driver, and 6 Click Create a Restore Point. follow the onscreen instructions. 7 Click Next. 8 Follow the onscreen instructions. Microsoft System Restore

® ® For more information about software restore points: XP includes a feature that allows you to restore your PC configuration to that of a 1 Click Start. previous time when a current software problem did 2 Click Help and Support. The Help and Support not exist. The feature does this by creating a “restore Center displays. point” where it records the PC 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 Programs in the Add or Remove Programs window Application Recovery and Driver (accessed by clicking Start, , and then Add or Remove Programs), the operating Recovery system automatically creates a restore point before it If an individual factory-installed driver or software adds the new software. You can also set them program (also know as an application) accidentally manually. gets erased or damaged, you can reinstall the If you experience a problem that you think may be software program using the Compaq Application due to software on your computer, use System Restore Recovery program (select models only). to return the PC to a previous restore point. NOTE: To ensure your PC includes the program, WARNING: Always use this System Restore perform steps 3 through 5 of the following procedure. procedure before using the Compaq PC If Compaq Application Recovery is listed in the PC System Recovery program. Help & Tools folder, your PC includes the program.

2 PC Troubleshooting and System Recovery Guide PC. Some data files may be difficult to find after the NOTE: Do not use the Application Recovery program System Recovery, so it is best to back up all hard to reinstall software programs that came on CDs or disk drive files before performing a System included in the PC box. Reinstall these programs Recovery. directly from the CDs or DVDs. • Full System Recovery — This option completely erases and reformats the hard disk drive — this To start an Application Recovery or Driver Recovery: includes deleting all data files you have created. 1 Close all applications and folders (skip to step 3 if The full System Recovery reinstalls the operating you are recovering a driver). system, programs, and drivers from the recovery 2 Uninstall the damaged application: image or discs. However, you must reinstall any software that was not installed on the PC at the a Click Start, Control Panel, and then Add or factory. This includes software that came on CDs Remove Programs. included in the PC accessory box, and software b Select the program you want to remove, and programs you installed since your purchase. then click Change/Remove. 3 Click Start. NOTE: If your PC has a blank or corrupted hard disk 4 Choose All Programs. drive, you will see only the full System Recovery 5 Choose PC Help & Tools. option. 6 Click Compaq Application Recovery. 7 Click Application Installation or Additionally, you have to choose from the following Driver Installation, and then click Next. methods for performing a system recovery: 8 Select the driver or application program to install, • Recovery Image — Run the recovery from a and then click Install. recovery image stored on your hard disk drive. The 9 Repeat steps 7 and 8 to install other drivers or recovery image is a file that contains a copy of the applications. original software. To perform a system recovery from the recovery image on your hard disk drive, 10 When you have finished recovering applications or see “Running System Recovery from the Hard Disk drivers, close the Application Recovery program. Drive.” Then click Start, Turn Off Computer, and then

Restart to restart the PC. NOTE: The recovery image uses a portion of the hard disk drive that cannot be used for data WARNING: Do not skip this last step. You storage. must restart the PC when you are finished recovering applications or drivers. • Recovery Discs — Run the recovery from a set of recovery discs (CDs or DVDs) that you create from System Recovery Overview files stored on your hard disk drive. To create recovery discs, perform the procedure in the next After you have tried the previously mentioned methods section. of repairing your system software, you can run the System Recovery program as a last resort to reinstall Creating System Recovery Discs the operating system and the application software. The recovery discs set may also be ordered at a System recovery provides two recovery options: charge through support. Contact support for more • Standard Recovery — This option recovers information. factory-shipped programs, drivers, and the operating system without affecting any data files that you may have created since purchasing this

PC Troubleshooting and System Recovery Guide 3 Complete the procedure described in this section to 6 Follow the onscreen instructions. Label each disc as create a set of system recovery discs from the recovery you make it (for example, Recovery 1, Recovery 2). image stored on your hard disk drive. This image Store the System Recovery discs in a safe place. contains the operating system and software program files that were originally installed on your PC at the factory. Creating a Recovery Tools CD You can only use one set of recovery discs for your In addition to system recovery discs, you can create a PC. The recovery discs you create can only be used Recovery Tools CD. The Recovery Tools CD can be with your PC. used to: After creating the recovery discs, you can delete the • Read instructions to use each utility on the Recovery recovery image if you would like to make extra space Tools CD. available on your hard disk drive. • Start the System Recovery program from the recovery partition. NOTE: Do not delete the recovery image unless you • Remove the System Recovery partition from your PC have made recovery CDs or DVDs. hard disk drive to increase space for data. • Create a new data partition on your PC hard disk Choosing media drive. There are several advantages to using DVDs instead • Start the Microsoft (a utility from of CDs when creating recovery discs: 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 Compaq Recovery Tools CD to change your hard • DVD recovery discs take less time to create than CD disk drive, create System Recovery discs as recovery discs. • described in the previous section. You DVDs have greater capacity than CDs, so there are cannot make System Recovery discs after fewer discs to record and store. you remove the System Recovery partition. To create recovery discs, your PC must have a CD or DVD Write drive, or other drive that can write to CDs You must create a Recovery Tools CD before you can or DVDs. use any of these utilities. The number of discs in the recovery disc set depends To create or start the Recovery Tools CD: on your PC model. The program that creates the discs 1 Click Start. tells you the number of blank discs needed to make 2 Choose All Programs. the set. The process takes some time, including up to 15 minutes per disc, to verify that the information 3 Choose PC Help & Tools. written on the disc is correct. 4 Click Compaq Recovery Tools CD. The tools window appears. You can quit the process at any time. The next time you run the program, it begins where you left off. 5 Follow the onscreen instructions. Store the Recovery Tools CD in a safe place. To create System Recovery discs: 1 Close all open programs. Running System Recovery from 2 Click Start. Recovery Discs 3 Choose All Programs. This section contains the procedure for performing a 4 Choose PC Help & Tools. system recovery from the recovery discs you created 5 Click Compaq Recovery CD-DVD Creator. as described in “Creating System Recovery Discs.” The Recovery CD/DVD Creator window appears.

4 PC Troubleshooting and System Recovery Guide To run the System Recovery program using recovery NOTE: If the message Please Insert Login Advanced discs: Installation Disc Number 1 and Restart is displayed 1 If the PC works, create a backup CD or DVD at the end of a full System Recovery, remove the containing all data files that you want to save. recovery disc from the drive tray, and restart the Remove the backup disc from the disc tray when PC. You do not need to insert the referenced disc. you are finished. 2 Insert recovery disc #1 into the appropriate drive 10 Click Restart to restart the PC. tray (CD or DVD) and close the tray. 11 After the PC restarts, a series of startup screens 3 Turn off the PC: appears. To proceed with the initial Microsoft Windows setup, you must answer a few questions. • If the PC works: Click Start, Turn Off Computer, and then Turn Off. 12 Complete the PC startup, finish the registration process, and wait until you see the desktop. Then, Or turn off the PC, reconnect all peripheral devices, • If the PC is not responding: Press and hold the and turn on the PC. On button approximately 5 seconds until the PC 13 Reinstall software not originally installed on the PC turns off. by the factory. 4 Disconnect all peripheral devices from the PC except 14 Copy data files from the backup disc to your hard the monitor, the keyboard, and the mouse. disk drive. 5 Disconnect or remove all external drives. 6 Press the On button to turn on the PC. Running System Recovery from 7 The PC starts the recovery from the recovery disc. the Hard Disk Drive Follow the onscreen instructions when they are Choose one of the following procedures to reinstall the displayed. software from the recovery image on your hard disk • For standard recovery, press R. Choose Next to drive: proceed with the System Recovery. Choose Yes • to start the recovery. Insert the remaining Starting System Recovery if the PC is responding recovery discs when directed. • Starting System Recovery if the PC is not Or responding • For full System Recovery, press F. Choose Yes to Starting System Recovery if the PC is perform a full System Recovery. Insert the responding remaining discs when directed. Or 1 Turn off the PC. Disconnect all peripheral devices from the PC except the monitor, the keyboard, and • If your PC hard disk drive is blank or corrupted, the mouse. Turn on the PC. press R to perform a full System Recovery. Insert the remaining recovery discs when directed. 2 Click Start on the , choose All Programs, choose PC Help & Tools, and then click Compaq System Recovery. WARNING: The Full System Recovery option deletes any data files you created or You are prompted to confirm that you have programs that you installed after purchase. performed the Microsoft System Restore and Driver Be sure to back up any data that you want Rollback. to keep onto a removable disc. • If you have not performed the Microsoft System Restore and Driver Rollback, click Microsoft 8 Insert the next disc if prompted. System Restore and follow the onscreen instructions. 9 When the recovery program finishes, remove the • last disc. If you have performed the Microsoft System Restore and Driver Rollback, click Yes to start

PC Troubleshooting and System Recovery Guide 5 the recovery process, and then continue with Hard Disk Drive Space step 3. 3 Follow the onscreen instructions. Compaq Presario desktop PCs with the Windows XP operating system preinstalled may appear to have a WARNING: The Full System Recovery option hard disk drive smaller than what is stated in the deletes any data files you created or product specifications, documentation, or on the box. programs that you installed after purchase. Hard drives are described and advertised by Be sure to back up any data that you want manufacturers in terms of decimal (base 10) capacity. to keep onto a removable disc. Windows and other programs, such as FDISK, use the binary (base 2) numbering system. 4 Complete the PC startup, finish the registration process, and wait until you see the desktop. Then, In decimal notation, one megabyte (MB) is equal to turn off the PC, reconnect all peripheral devices, 1,000,000 bytes, and one gigabyte (GB) is equal to and then turn on the PC. 1,000,000,000 bytes. In the binary numbering system, one megabyte is equal to 1,048,576 bytes, Starting System Recovery if the PC is not and one gigabyte is equal to 1,073,741,824 bytes. responding Because of the different measuring systems, you may see a difference between the size reported by 1 Turn off the PC. If necessary, press and hold the On Windows, and the size advertised. The storage button until the PC turns off. capacity of the hard disk drive is as advertised. 2 Disconnect all peripheral devices from the Windows reports smaller capacity in the Windows PC except the monitor, the keyboard, and the Explorer tool and in the My Computer window mouse. because it only shows information about one partition 3 Press the On button to turn on the PC. on the hard disk drive at a time. The first partition 4 During the startup, do the following to enter the contains the System Recovery information. System Recovery program: When the black screen with the Compaq logo appears, press the F10 key on the keyboard. (You Troubleshooting have only a few seconds to press the F10 key To address problems that may arise when you install before the normal startup process continues.) your PC, refer to the following pages for possible 5 The PC starts the recovery; wait for the onscreen solutions. instructions to display, and then follow those Symptom describes the sign or warning message for instructions. the type of problem. WARNING: The Full System Recovery option Problem identifies one or more reasons why the deletes any data files you created or symptom may have occurred. programs that you installed after purchase. Be sure to back up any data that you want Solution describes what you should do to try to solve to keep onto a removable disc. the problem. Look up the description of the symptom or problem, 6 Complete the PC startup, finish the registration and try the solution listed. process, and wait until you see the desktop. Then, turn off the PC, reconnect all peripheral devices, Some of the symptoms listed may not apply to your and turn on the PC. PC. For problems relating specifically to the monitor or printer, refer to the equipment documentation.

6 PC Troubleshooting and System Recovery Guide The tables appear in this order: • Audio • CD-ROM, CD-RW, DVD-ROM, or DVD Writer Drive • Diskette (Floppy) Drive • Display (Monitor) • Hard Disk Drive • Hardware Installation • Internet Access • Keyboard and Mouse • Power • Memory • Miscellaneous

Audio Symptom Problem Solution No sound is is muted. Press the Mute button on the keyboard to see if the mute feature produced. is turned on. Or 1 Click Start, and then click Control Panel. 2 Click Sounds, Speech, and Audio Devices, if it is present, and then double-click Sounds and Audio Devices. 3 Click the Mute check box to remove the check mark from the box. Volume is turned down. Use the keyboard controls to increase the volume. Speakers are turned off. Check whether speakers are turned on. Speaker cables are not properly Turn off your PC, and reconnect the speakers. connected. PC is in standby mode. Press the Standby button (select models only), or press the Esc key on the keyboard to resume from standby mode. A passive speaker system is Replace the speaker system with an active speaker system. being used. Active speakers have a power cord and On button and connect to the Audio Out (green) connector on the PC. Headphones are plugged in. Unplug the headphones.

PC Troubleshooting and System Recovery Guide 7 CD-ROM, CD-RW, DVD-ROM, or DVD Writer Drive Symptom Problem Solution CD-ROM, CD-RW, Disc is upside down in Reinsert the disc with the label facing up. DVD-ROM, the drive tray. DVD+RW/+R, DVD drive takes longer Wait at least 30 seconds to let the DVD drive determine the type of DVD-RW/-R, or to start because it has to media. If it still does not start, read the other solutions listed in this topic. double-layer determine media type DVD+R drive being played. cannot read a disc or takes too Disc is dirty. Clean the disc with a CD cleaning kit, available from most PC stores. long to start. Windows does not Driver program may be corrupted. Force the software to reinstall it by detect CD-ROM or doing the following: DVD-ROM driver. 1 Click Start, and then click Control Panel. 2 Click Performance and Maintenance, if it is present, and then double-click System. 3 Click the Hardware tab, and then click the Device Manager button. 4 Click the plus sign (+) next to the DVD/CD-ROM drives, and select the problem drive. 5 Click the Action menu item, and select Uninstall. Click OK. 6 Restart your PC: Click Start, click Turn Off Computer, and then click Restart. Cannot remove a The PC is turned off. Turn on your PC, and press the Eject button to extend the tray. CD or DVD disc. Cannot create Problem with disc. • Make sure the label is face up and centered in the tray. (burn) a disc. • 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 disk type when making a copy of a disc. RecordNow! can record only to the same disc type as the source. For example, you can record a DVD only to a DVD+R or a DVD+RW disc, and you can record a CD only to a CD-R or a CD-RW disc. Problem with drive. • Make sure the disc is in the correct drive. • Make sure you select the correct drive before recording. RecordNow! selects the first optical drive it finds, but you can select the drive in RecordNow! before you begin recording. • Make sure the recording disc tray is clean and undamaged. • Select a slower write speed for the recording drive, if it is available. Each time you make a recording, RecordNow! selects the optimum recording speed. Refer to the Help menu in the RecordNow! recording program to choose the speed.

8 PC Troubleshooting and System Recovery Guide CD-ROM, CD-RW, DVD-ROM, or DVD Writer Drive (continued)

Symptom Problem Solution Cannot create Problem with PC • RecordNow! does not let you add a track if it exceeds the available (burn) a disc. operation. space on your disc. You can make space available by removing one (continued) 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. • Enable Direct Memory Access (DMA) on your PC. • Restart the PC and try again. Cannot add files RecordNow! creates When recording a music CD, RecordNow! does not allow recording of to a music CD. a closed session additional files after the initial recording. music CD. Cannot add data Wrong recording option Make sure you set the correct recording option: Insert your data disc, to a DVD. being used. open RecordNow!, click the Options icon (wrench), click Data, select the multiple session recording options, and then click OK. Cannot play a Problem with disc. • Use a CD-R, not a CD-RW disc. music CD on a • Try a different brand of disc, or check to see if the brand of disc works stereo. with your stereo. Refer to the documentation that came with your stereo or 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. Problem with file type. Convert .mp3 or .wma audio files to .wav or .cda music files before recording. Titles of music Not connected to The PC must be connected to the Internet for the artist, title, and track tracks do not Internet. information to appear when playing your music CD in Windows Media appear on Player or when recording your music CD with RecordNow!. the CD. Note that RecordNow! does not record the information to disc. An error message Video capture device You may need to select the capture device if your PC has both an analog appears when not selected. and a digital video capture device. Refer to the Help menu in the video capturing video. capturing program to find out how to change the video device selection. Cannot play a Movie recorded using Your DVD player cannot play video files recorded onto the DVD as data DVD movie on a wrong file format. files. To play a movie properly, use a video recording program such as DVD player. WinDVD. Problem with recording Video files recorded with RecordNow! can be viewed on a PC, but not on method. a home DVD video player.

PC Troubleshooting and System Recovery Guide 9 Diskette (Floppy) Drive (Select Models Only) Symptom Problem Solution PC is unable to read the A non-formatted diskette has To format the diskette: diskette (floppy disk). been inserted. 1 Click Start, and then click My Computer. 2 Right-click the 3½ Floppy (A:) icon. 3 Select Format. 4 Select the desired options, and click Start to begin formatting the diskette. Diskette is damaged. Use a new diskette. Diskette drive has failed. 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. Diskette drive activity light Diskette is improperly Remove the diskette, and reinsert it: Insert the diskette with stays on. inserted. the round metal disk facing down and the arrow on the top pointing into the drive, and then push the diskette in until it stops. Diskette drive is damaged. 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. Diskette drive cannot save Diskette is full or the file is Use another diskette or compress the file to reduce its size. (write) information to the too big. diskette. Diskette is write protected. Slide the write-protection tab to the unlocked position on the diskette. File Save command was not When saving information to the diskette drive, verify that properly executed. you are using the correct drive letter. Diskette is damaged. Replace the diskette. Diskette is not formatted. To format the diskette: 1 Click Start, and then click My Computer. 2 Right-click the 3½ Floppy (A:) icon. 3 Select Format. 4 Select the desired options, and click Start to begin formatting the diskette.

10 PC Troubleshooting and System Recovery Guide Display (Monitor)

NOTE: If you encounter display (monitor) problems, refer to the documentation that came with your monitor and to the common causes and solutions listed in this table.

Symptom Problem Solution Screen is blank, and Monitor power cable is not Reconnect the power plug on the back of the monitor and monitor power light is connected to the monitor or on the wall outlet. not lit. to the wall outlet. Monitor is off (not Press the On button on the front of the monitor. turned on). Screen is blank. Screen saver is enabled. Press any key or move the mouse to make the screen display visible again. PC is in standby mode. Press the Standby button (select models only), or press the Esc key on the keyboard to resume from standby mode. PC is in hibernation mode or Press the On button to turn on the PC. is off. Monitor connector cable is Inspect the monitor video connector for bent pins. If no pins not properly connected to are bent, reconnect the monitor connector cable on the the back of the PC. back of the PC. Images on the screen are The screen resolution setting Adjust the monitor resolution setting in Windows. See your too large or too small, or may not be set to your liking monitor documentation for the best resolution for your the images are fuzzy. or may not be the best for monitor. your monitor.

Hard Disk Drive Symptom Problem Solution PC seems to be locked up Program in use has stopped Use the Windows to close any programs not and not responding. responding to commands. responding or to restart the PC: 1 Press the Ctrl, Alt, and Delete keys 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 the On button for 5 or more seconds to turn off the PC. Then, press the On button. Hard disk drive error Part of hard disk drive has Press the Help ? button on the keyboard to open the Help message displays. failed or is about to fail. and Support Center, or refer to the Warranty and Support Guide to contact Support for replacement details.

PC Troubleshooting and System Recovery Guide 11 Hardware Installation Symptom Problem Solution A new device is Device driver is not Install the device driver from the CD or diskette provided with the device, or not recognized installed. download and install the driver from the device manufacturer’s Web site. as part of the You may need an updated driver for Windows XP. Contact the device vendor system. directly for an update. For HP peripherals, visit the HP Web site. Refer to the Warranty and Support Guide for details. Device connector is not Ensure that the device is properly and securely connected and that the pins in seated or connected the connector are not bent down. properly. Cable(s) of new external Ensure that all cables are properly and securely connected and that the pins in device are loose, or the cable or connector are not bent. power cables are unplugged. Power switch of new Turn off the PC, turn on the external device, and then turn on the PC to device is not turned on. integrate the device with the PC system. When the system Restart the PC, and follow the instructions for accepting the changes. advised you of changes to the configuration, you did not accept them. A Plug and Play card Deselect the automatic settings in the operating system for the card, and choose may not automatically a basic configuration that doesn’t cause a resource conflict. configure when added if You can also reconfigure or disable devices to resolve the resource conflict. the default configuration conflicts with other devices. New device Cannot install new You must be logged in as the computer administrator to install or uninstall a does not work. device driver. 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.) New or A hardware device To resolve a device conflict, you may need to disable one of the devices or existing device conflict exists. uninstall an old device driver: does not work 1 Click Start, and click Control Panel. after installing 2 Click Performance and Maintenance, if it is present. a new device. 3 Double-click the System icon, and select the Hardware tab. 4 Click the Device Manager button. 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.

12 PC Troubleshooting and System Recovery Guide Internet Access Symptom Problem Solution Cannot connect to the Internet service provider Verify Internet settings, or contact your ISP for assistance. Internet. (ISP) account is not set up properly. Modem is not set up Reconnect the modem, verifying connections. properly. 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. Web browser is not set up Verify that the Web browser is installed and set up to work properly. with your ISP. ISP may temporarily be Try to connect again later, or contact your ISP for assistance. unavailable. Cannot automatically start You must log in to your ISP Log in to your ISP, and start the desired program. Internet programs. before some programs will start. Internet takes too long to Modem is not set up Verify that the correct modem speed and COM port are download Web sites. properly. 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. The AOL program comes The PC is still trying to use You may want to remove the AOL program. up even when it is not AOL for Internet access. To uninstall AOL: being used. 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.

PC Troubleshooting and System Recovery Guide 13 Keyboard and Mouse Symptom Problem Solution Keyboard commands and Keyboard connector is not Turn off the PC by using the mouse, reconnect the keyboard typing are not recognized properly connected. to the back of your PC, and turn on your PC. by the PC. Program in use has stopped Restart or turn off your PC using the mouse. responding to commands. Keyboard is damaged. 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. Cursor will not move using The Num Lock key may Press the Num Lock key. The Num Lock light should not be on the arrow keys on the be on. if you want to use the arrow keys in the number keys group. keypad. The keyboard Print button Some programs do not Use the Print menu item in the program. does not work. recognize the Print button. Wireless keyboard does Keyboard batteries are low Replace the batteries in the wireless keyboard; refer to the not work after installation or empty. documentation that came with your wireless set. or is not detected. Mouse does not Mouse connector is not Turn off your PC using the keyboard: respond to movement properly plugged into the 1 Press the Ctrl and Esc keys on the keyboard at the same or is too slow. back of the PC. time to display the . 2 Use the up arrow or down arrow key to select Turn Off Computer, and then press the Enter key on the keyboard. 3 Use the up arrow or down arrow key to select Turn Off, and then press the Enter key. After the shutdown is complete, plug the mouse connector into the back of your PC, and turn on your PC. Program in use has stopped Restart your PC by using the keyboard. If possible, save any responding to commands. open files and close open applications before restarting. Surface in use for rollerball- Use a mouse pad or other rough surface for the mouse. type mouse is too smooth. Mouse moves only Mouse rollerball is dirty. Remove rollerball cover from bottom of mouse and clean the vertically or horizontally. ball with a damp, lint-free cloth (not paper). Mouse is damaged. 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. Mouse does not work after Mouse is not connected Try unplugging and then reconnecting the mouse cable to installation or is not properly. your PC. detected. Wireless mouse batteries Replace the batteries in the mouse. Refer to the are low or empty. documentation that came with your wireless set.

14 PC Troubleshooting and System Recovery Guide Keyboard and Mouse (continued ) Symptom Problem Solution Optical mouse does not The optical sensor uses the Place the mouse on a mouse pad or white sheet of paper. track cursor well. pattern of the surface to track the position of the cursor. Reflective surfaces, grooved surfaces, glass, or other see-through surfaces inhibit the ability of the sensor to track the cursor. Mouse sensor is dirty. Wipe the light sensor lens on the bottom of the mouse with a lint-free cloth (not paper). Mouse cursor moves The wireless mouse moves Adjust the mouse speed in Windows. too fast. the cursor more quickly than a standard mouse.

Power Symptom Problem Solution PC will not turn on or start. PC is not securely connected Ensure that cables connecting the PC to the external power to an external power source. source are plugged in properly. Green power supply light on When the cables connecting the PC to the external power back of PC is out. 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. Monitor is not connected or Connect the monitor to the PC, plug it in, and turn it on. is not on. Line voltage selection switch Set the line voltage selection switch to the correct setting for is not in the proper position your country/region, or refer to the Warranty and Support for your country/region Guide to contact Support. (115V/230V). Wall outlet is defective. Test the outlet by connecting a different electrical device to the outlet. Wrong memory modules Reinstall the old memory to return your PC to its original state. were used in an upgrade, or Refer to the Upgrading and Servicing Guide for instructions. memory modules were installed in the wrong location. Hard disk drive is damaged. 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. After an upgrade or repair, Reseat drive power, data, and power supply cables. See the the drive power, data, or Upgrading and Servicing Guide for instructions. power supply cables may not be properly connected.

PC Troubleshooting and System Recovery Guide 15 Power (continued ) Symptom Problem Solution Invalid system disk A diskette has been left in the When drive activity stops, remove the diskette and press Or drive during startup. the spacebar. The PC should start up. Non-System disk or disk error message displays. PC appears locked up and PC is not working. Press and hold the On button until the PC turns off. won’t turn off when the On button is pressed. PC powered off The PC temperature was The PC is in an exceedingly hot environment. Let it automatically. exceeded. cool down. Ensure PC air vents are not blocked and internal fan is running. Note that your PC may not have an internal fan. The PC temperature was Replace cover or access panel, and let the PC cool down exceeded because the PC was before attempting to turn on power to the PC. functioning with the cover or access panel removed. Processor or system fan has Refer to the Warranty and Support Guide to contact failed. Support for replacement details. Note that your PC may not have an internal fan.

Memory Symptom Problem Solution Insufficient memory All memory in the PC is being Close all open programs, and then try desired task again. message is displayed. used by open programs, and Or memory is needed for a Restart your PC: desired task. 1 Click the Start button. 2 Click Turn Off Computer. 3 Select Restart.

Miscellaneous Symptom Problem Solution PC date and time display RTC (real-time clock) battery First, reset the date and time in your operating system by is incorrect. may need to be replaced. using the Control Panel. If the problem persists, replace the Battery life is approximately battery. See the Upgrading and Servicing Guide for 3–5 years. instructions, or refer to the Warranty and Support Guide to contact Support for replacement details. Printer has problems. Printer will not print correctly If you encounter printer problems, refer to the or at all. documentation that came with your printer.

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16 PC Troubleshooting and System Recovery Guide