chapter

TROUBLESHOOTING
Follow these basic steps when beginning the troubleshooting process:
1. Complete the preliminary steps listed in Section 2.1.
2. Run the Power-On Self-Test (POST) as described in Section 2.3.
3. Run Computer Setup as described in Section 2.5.
4. If you are unable to run POST or if the problem persists after running
POST, perform the recommended actions described in the diagnostic
tables in Section 2.5.
Follow these guidelines when troubleshooting:
Complete the recommended actions in the order in which they are given.
n

Repeat POST after each recommended action until the problem is

resolved and the error message does not return.

When the problem is resolved, stop performing the troubleshooting

steps and do not complete the remaining recommended actions.

Refer to Chapter 5 for recommended removal and replacement

procedures.

If the problem is intermittent, check the computer several times to

verify that the problem is solved.

Troubleshooting

2-1

The following table describes the troubleshooting actions:

If You Want To:

Then Run:

Check for POST error

messages

POST

Perform any of the following:

Computer Setup
n Check the system
configuration
n Set the system power
management parameters
n Return the system to its
original configuration
n Check system configuration
of installed devices

2.1 Preliminary Steps

IMPORTANT: Use AC power when running POST or Computer Setup.
A low battery condition could initiate Hibernation and interrupt the test.
Before running POST, complete the following steps:
1. Obtain established passwords. If you must clear the passwords, go
to Section 2.2.
2. Ensure that the battery pack is installed in the computer and the
power cord is connected to the computer and plugged into an AC
power source.
3. Turn on the computer.
4. If a power-on password has been established, type the password and
press Enter.
5. Run Computer Setup (Section 2.5). If a Setup password has been
established, type the password and press Enter.
6. Turn off the computer and all external devices.
7. Disconnect external devices that you do not want to test. If you want
to use the printer to log error messages, leave it connected to the
computer.

2-2

Troubleshooting

NOTE: If a problem only occurs when an external device is

connected to the computer, the problem could be with the external
device or its cable. Isolate the problem by running POST with and
without the external device connected.
8. Use Compaq Utilities and loopback plugs in the serial and parallel
connectors if you plan to test these ports.
Follow these steps to run Compaq Utilities:
a. If you are running Compaq Utilities from the hard drive, turn on or
restart the computer. Press F10 when the cursor appears in the
upper-right corner of the screen. If you do not press F10 in time,
restart the computer and try again.
If you are running Compaq Utilities from diskette, insert the
Compaq Utilities diskette in drive A. Turn on or restart the
computer.
b. Press Enter to accept OK.
c. Select Prompted Diagnostics.
d. After Identifying System Hardware completes, select Interactive
Testing and follow the instructions on the screen.

2.2 Clearing Passwords

1. Turn off the computer.
2. Disconnect the AC Adapter.
3. Remove all battery packs.
4. Remove the switch cover (refer to Chapter 5, Section 5.8).
5. Disconnect the Real Time Clock (RTC) battery (Section 5.9).
6. Wait five minutes.
7. Reconnect the RTC battery.
8. Replace the switch cover.
9. Reconnect the AC Adapter. Do not reinstall any battery packs yet.
10. Turn on the computer.
NOTE: Remember to set the date and time the next time the computer is
turned on.

Troubleshooting

2-3

2.3 Power-On Self-Test (POST)

The Power-On Self-Test (POST) is a series of tests that run every time the
computer is turned on. POST verifies that the system is configured and
functioning properly.
To run POST, complete the following steps:
1. Complete the preliminary steps (Section 2.1).
2. Turn on the computer.
If POST does not detect any errors, the computer beeps once or twice to
indicate that POST has run successfully. The computer boots from the
hard drive or from a bootable diskette if one is installed in the diskette
drive.

2.4 POST Error Messages

If the system is not functioning well enough to run POST, or if the
display is not functioning well enough to show POST error messages,
refer to the Troubleshooting tables in Section 2.6.
If POST detects an error, one of the following events occur:
n

A message with the prefix "WARNING" appears, informing you

where the error occurred. The system pauses until you press F1 to
continue.

A message with the prefix "FATAL" appears, informing you where

the error occurred. After the message, the system emits a series of
beeps, then stops.

The system emits a series of beeps, then stops.

Warning messages indicate that a potential problem, such as a system
configuration error, exists. When F1 is pressed, the system should
resume. You should be able to correct problems that produce WARNING
messages.

2-4

Troubleshooting

If you receive one of the error messages listed below, follow the
recommended action.

Table 2-1
Warning Messages
Message

Description

Recommended Action

CMOS checksum
invalid, run SCU

CMOS RAM
information has
been corrupted.

Run Computer Setup

(Section 2.5) to reinitialize
CMOS-RAM.

CMOS failure, run

SCU

CMOS RAM has

lost power.

Run Computer Setup

(Section 2.5) to reinitialize
CMOS-RAM.

Diskette controller
error

The diskette
drive controller
failed to respond
to the recalibrate
command.

If there is no diskette drive

in the system, run
Computer Setup (Section
2.5) to properly configure
the CMOS-RAM to show no
diskette drive present. If the
problem persists, or if a
diskette drive is present,
complete these steps until
the problems are solved:
1. Check diskette drive
connections.
2. Replace diskette drive.
3. Replace system board.

Diskette track 0 failed

The diskette
drive cannot
read track 0 of
the diskette in
the drive.

Try another diskette. If the

problem persists, you may
need to replace the diskette
drive.

Hard disk controller

error

The hard drive

controller failed
to respond to the
reset command.

Check the drive parameters.

Turn off the system and
check all related
connections.

Keyboard controller
failure

The keyboard
failed the selftest command.

Replace the system board.

Continued

Troubleshooting

2-5

Table 2-1 continued

Message

Description

Keyboard failure

The keyboard
Replace the keyboard. If the
failed to respond problem persists, replace
to the RESET ID the system board.
command.

No interrupts from
Timer 0

The periodic
timer interrupt is
not occurring.

ROM at xxxx (LENGTH An illegal

yyyy) with nonzero
adapter ROM
checksum (zz)
was located at
the specified
address.
Time/Date corrupt run SCU

Troubleshooting

Replace the system board.

Check the external adapter

(such as a video card) to
determine if it is causing
the conflict.

The time and

1. Run Computer Setup
date stored in
(Section 2.5).
the real time
2. If problem persists,
clock (RTC) have
replace RTC battery.
been corrupted,
3.
If problems persists,
possibly by a
replace system board.
power loss.

Hard disk xx failure (or A failure or an

error)
error occurred
when trying to
access the
hard drive.

2-6

Recommended Action

1. Run ScanDisk.
2. Check disk in DOS and
Windows 95.

Fatal errors emit a beep and may display a FATAL message. Fatal errors
indicate severe problems, such as a hardware failure. Fatal errors do not
allow the system to resume. Some of the Fatal error beep codes are listed
at the end of this section.

Table 2-2
Fatal Error Messages
Message

Description

Beep code

CMOS RAM test failed

A walking bit test of

CMOS RAM location 0E
(Hex) - 3F (Hex) failed.

DMA controller faulty

A sequential read/write
of the transfer count and
transfer address
registers within the
primary and secondary
DMA controllers failed.

Faulty DMA page

registers

A walking bit read/write

of the 16 DMA controller
page registers starting
at location 80 Hex failed.

Faulty refresh circuits

A continuous read/write
test of port 61h found
that bit 4 (Refresh
Detect) failed to toggle
within an allotted
amount of time.

Interrupt controller failed A sequential read/write

of various Interrupt
Controller registers
failed.

ROM checksum
incorrect

A checksum of the ROM

BIOS does not match
the byte value at
F000:FFFF.

RAM error at location

xxxx

RAM error occurred

during memory test.

None

*Beep codes are defined in Table 2 -3.

Troubleshooting

2-7

Table 2-3
Fatal Error Beep Codes
Beep Code

Beep Sequence Description

Recommende
d Action

S-S-S-P-S-S-L-P

The DMA page

registers are
faulty.

Replace system
board.

S-S-S-P-S-L-S-P

The refresh
circuitry is faulty.

S-S-S-P-S-L-L-P

The ROM
checksum is
incorrect.

S-S-S-P-L-S-S-P

The CMOS RAM

test failed.

S-S-S-P-L-S-L-P

The DMA
controller is faulty.

S-S-S-P-L-L-S-P

The interrupt
controller failed.

S-S-S-P-L-L-L-P

The keyboard
controller failed.

S-S-L-P-S-S-S-P

Graphics adapter
is faulty.

S-S-L-P-S-S-L-P

Internal RAM is
faulty.

NOTE: S = Short, L = Long, P = Pause

2-8

Troubleshooting

Replace
memory board
or system board
if memory on
system board is
faulty.

2.5 Compaq Utilities

Compaq Utilities contain several functions that
n

Determine if various computer devices are recognized by the system

and are operating properly.

Provide information about the system once it is configured.

Compaq Utilities include the following programs:

n

Computer Setup

Compaq Diagnostics

To access Compaq Utilities:

1. Turn on or restart the computer by clicking StartShut
DownRestart the computer.
2. Press F10 when the blinking cursor appears in the upper-right corner
of the display.
3. Select a menu option.

Selecting Computer Setup or Compaq Diagnostics

for Windows
The computer features two system management utilities:
n

Computer Setup is a system information and configuration utility

that can be used even when your operating system is not working
or will not load. It includes custom settings that are not available in
Windows.

To configure a device in Windows NT 4.0, you must use Computer Setup.

n

Compaq Diagnostics for Windows is a system information and

diagnostic utility that is used within the Windows operating
system. Use Compaq Diagnostics for Windows to test system
components and to display system information whenever possible.

To configure a device in Windows 95 or 98 use the operating system

itself. Windows 95 and 98 can be used to add and remove programs, and
provide Wizards to ensure proper device drivers are installed.
Diagnostics for Windows is NOT a configuration tool and might only test
devices that are properly configured by the operating system.
NOTE: It is not necessary to configure a device connected to a USB
connector on the computer or an optional docking base.

Troubleshooting

2-9

Using Computer Setup

All information and settings in Computer Setup are accessed from the
File, Security, or Advanced menus.
NOTE: Your settings in Computer Setup are not affected by updating the
system ROM.
To view information or change a setting in Computer Setup:
1. Turn on or restart the computer. When the blinking cursor appears in
the upper-right corner of the screen, press F10.
n

To change the language, press F2.

To view navigation information, press F1.

To return to the Computer Setup menu from anywhere in

Computer Setup, press Esc.

2. Select the File, Security, or Advanced menu.

3. To close Computer Setup and restart the computer
n

Select FileIgnore Changes and Exit, then press Enter.

or
n

Select FileSave Changes and Exit, then press Enter.

4. To confirm your choice, press F10.

2-10

Troubleshooting

File Menu
Begin here
System information

To do this
n View identification information

about the computer, docking

base, and battery packs.
n View specification information

about the processor, memory

and cache size, and ROM date
and family.
Save to floppy

Save system configuration to a

diskette.

Restore from floppy

Restore system configuration from a

diskette. (The diskette contains your
personal configuration, so you
should restore from the diskette
before using the Quick Restore
CD-ROM.)

Restore defaults

Replace configuration settings in

Computer Setup with factory default
settings. (Identification information is
retained.)

Ignore changes and exit

Cancel changes entered during the

current Computer Setup session,
then exit and restart the computer.

Save changes and exit

Save changes, then exit and restart

the computer.

Troubleshooting

2-11

Security Menu
Begin here

To do this

Setup password

Enter, change, or delete a setup

password.

Power-on password

Enter, change, or delete a power-on

password.

Password options

Enable/disable:
n QuickLock/QuickBlank.
n Lock keyboard and pointing stick

or touchpad at startup.
(These features can be enabled only
when a power-on password is set.)
DriveLock passwords

Enter, change, or delete a DriveLock

password.

Device security

Enable/disable
n Ports or diskette drives.
n Diskette write.
n CD-ROM or diskette startup.

NOTE: Settings for a DVD-ROM can

be entered in the CD-ROM field.
System IDs

2-12

Troubleshooting

Enter identification numbers for the

computer, a docking base, and
battery packs.

Advanced Menu
Begin here

To do this

Language (or press F2)

Change the Computer Setup

language.

Boot Options

Enable/disable
n QuickBoot, which starts the

computer more quickly by

eliminating some startup tests.
(If you suspect a memory failure
and want to test memory
automatically during startup, you
may want to disable QuickBoot.)
MultiBoot, which enables you to set a
startup sequence that can include
any drives in the system.
Device Options

n Enable/disable the embedded

numeric keypad at startup.

n Enable/disable multiple standard

pointing devices at startup. When

this feature is disabled, only one
pointing device is activated at
startup.
n Enable/disable USB legacy

support for one USB mouse and

one USB keyboard. (When USB
legacy support is enabled, the
keyboard and mouse work
without a loaded USB driver.)
n Set an optional external monitor

or overhead projector connected

to a video card in a docking base
as the primary device. (When the
computer display is set as
secondary, the computer must
be shut down before undocking.)
n Set video-out mode to NTSC

(default), NTSC-J, PAL, or PAL-M.

Change the parallel port mode to or
from EPP, standard, bidirectional, or
ECP.

Troubleshooting

2-13

Using Compaq Diagnostics for Windows

1. Access Compaq Diagnostics for Windows by selecting
StartSettingsControl PanelCompaq Diagnostics.
2. To select a category, choose one of two methods:
n

Select the Categories menu, then select a category from the

drop-down list.

Select a category icon on the toolbar.

3. To run diagnostic tests:

a) Select the Test tab.
b) In the scroll box, select the category or device you want to test.
c) Select the Quick, Complete, or Custom test type.
d) Select the Interactive or Unattended test mode.
e) Select the Begin Testing button.
f)

View test information by selecting a report from the Status, Log,

or Error tab.

4. To print the information or save it to a drive, select the File menu,

then select Print or Save As.
5. To exit, select the File menuExit.

2-14

Troubleshooting

Factory Default Settings

Table 2-4
Initialization
Enable POST Memory Test

Checked (enabled)

Keyboard Num Lock

Unchecked (Off)

Hard drive boot sequence

1

Hard drive in the computer

MultiBay

Hard drive in the computer hard

drive bay

Boot display

Auto

Language

Language of country

Table 2-5
Ports
Serial port

3F8, IRQ4

Infrared port

2F8, IRQ9

Parallel port

378, IRQ7

Ethernet port

300, IRQ11

Troubleshooting

2-15

Table 2-6
Power
Low Battery Warning Beep

Checked (enabled)

External Energy Saving

Monitor Connected

Unchecked (not connected)

Power Management
Enabled

While operating on battery power

Conservation Level

High

Level Definition
High

Suspend Time: 3 minutes

Hibernation Timeout: Immediate
Drive Timeout: 1 minute
Screen Timeout: 1 minute

Medium

Suspend Time: 5 minutes

Hibernation Timeout: 1 hour
Drive Timeout: 2 minutes
Screen Timeout: 3 minutes

Custom

Allows the desired times to be

customized. Default settings are:
Suspend Time: disabled
Hibernation Timeout: low battery
Drive Timeout: always on
Screen Timeout: always on

Table 2-7
Security
Enable
QuickLock/QuickBlank

Unchecked (Disabled)

Enable Power-on Password

Unchecked (Disabled)

Disable Serial/Infrared Ports

Unchecked (Enabled)

Disable Parallel Port

Unchecked (Enabled)

Disable PC Card Slots

Unchecked (Enabled)

Setup Password

Password blank

Power-on Password

Password blank

Diskette Drives

2-16

Disable Diskette Drives

Unchecked (Enabled)

Disable Diskette Boot

Unchecked (Enabled)

Troubleshooting

2.6 Troubleshooting Without Diagnostics

This section provides information about how to identify and correct some
common hardware, memory, and software problems. It also explains
several types of messages that may be displayed on the screen.
Since symptoms can appear to be similar, carefully match the symptoms
of the computer malfunction against the problem description in the
Troubleshooting tables to avoid a misdiagnosis.

Before Replacing Parts

When troubleshooting a problem, check the following items for possible
solutions before replacing parts:
n

Verify that cables are connected properly to the suspected

defective parts.

Verify that all required device drivers are installed.

Verify that all printer drivers have been installed for each
application.

Obtaining Update Information with Info

Messenger
Compaq Info Messenger allows you to set a customized search of the
Compaq Web site. By registering for this utility, you can stay up to date
with software and hardware information specific to your system.
n

Verify that cables are connected properly to the suspected

defective parts.

Select the Categories menu, then select a category from the

drop-down list.

To register, follow the instructions on the Info Messenger page.

When your registration is complete, you can
n Implement your customized search whenever you prefer from the

Info Messenger page.

n Set Info Messenger to send you the information by email as it

becomes available.
Info Messenger will also inform you if there are updates to the system
ROM for your computer.

Troubleshooting

2-17

Table 2-8
Solving Audio Problems
Problem

Possible Cause

Solution

Computer does not

beep after the
Power-On Self-Test
(POST).

System beeps have

been turned down.

Use the Fn+F5 hotkeys to

turn up the system
volume.

Internal speaker
does not produce
sound when an
external audio
source is connected
to the stereo line-in
jack.

Volume may be
turned off or set too
low.

n Adjust the overall

volume with the

Fn+F5 hotkeys.
n Adjust the overall

volume by pressing
the Fn+F5 hotkeys.
n Adjust the sliding

mixer controls by
double-clicking the
speaker icon on the
Windows taskbar.
Line input may not
be connected
properly.

Check line input

connection.

Headphones or
speakers are
connected to the
stereo speaker/
headphone jack,
which disables the
internal speakers.

Disconnect the
headphones or speakers
to enable the internal
speakers.

Volume may be
muted

Uncheck the mute box in

the volume properties.

External microphone You are using the

does not work.
wrong type of
microphone or
microphone plug for
the computer.
The microphone
may not be
connected properly.

Check to see if you are

using a monophonic
electret condenser
microphone with a
3.5-mm plug.
Ensure that the
microphone plug is
properly connected to the
mono microphone jack.
Continued

2-18

Troubleshooting

Table 2-8 continued

Problem

Possible Cause

Solution

External microphone Sound source not

does not work
selected.
(continued).

Ensure that microphone

is selected as the
recording source in
Control Panel
Multimedia and that the
recording level is
adjusted.

External microphone Audio settings are

does not work
not set correctly.
(continued).

Check the game

program's audio
settings.

No sound from
headphones

Volume control on
the computer is
turned down.

Adjust the computer

volume with the Fn+F5
hotkeys.

Volume or mixing
controls set
incorrectly.

n Adjust the overall

volume with the

Fn+F5 hotkeys.
n Use the mixing

features available by
double-clicking the
speaker icon on the
Windows taskbar.
Sound source not
selected.

Verify that the sound

source is selected in
Control Panel
Multimedia.

The headphones
Check the connection.
are connected to the
wrong jack.
Volume too low or
too loud

Volume or mixing
controls set
incorrectly.

n Adjust the overall

volume with the

Fn+F5 hotkeys.
n Check the mixing

features available by
double-clicking the
speaker icon on the
Windows taskbar.

Troubleshooting

2-19

Table 2-9
Solving Battery/Battery Gauge Problems
Problem

Possible Cause

Computer is beeping Battery pack charge

and battery power
is low.
light is blinking

Solution
n Charge the battery

pack by connecting to
an external power
source.
n Replace the battery

pack with another

fully charged battery.
n Initiate Hibernation

or turn the computer

off until AC power or
a fully charged
battery is available.
Computer battery
Volume turned down Turn up the volume using
charge light blinks to too low.
the Fn+F5 hotkeys.
indicate low battery
condition, but
computer does not
beep.
Battery pack will not
charge.

Battery pack was

exposed to
temperature
extremes.

Allow time for the battery

pack to return to room
temperature.

Battery pack is
already charged.

No action required.

Battery pack has

exceeded its useful
life cycle.

Use a different battery

pack.

Computer shut down

and memory was
lost when replacing
the battery pack.

Hibernation was not

initiated before
removing the battery
pack.

Work is lost.

Battery charge does

not last very long.

Battery is exposed to Put the computer in a

higher
cooler place and
temperatures.
recharge the battery
pack.
Continued

2-20

Troubleshooting

Table 2-9 continued

Problem

Possible Cause

Solution

Battery charge does

not last very long
(continued).

Battery is exposed to Put the computer in a

extremely cold
warmer place and
temperatures.
recharge the battery
pack.
NOTE: The
recommended operating
temperature range for the
battery is from 10C to
40C (50F to 104F).
The recommended
storage temperature
range for the battery is
from 0C to 30C (32F to
86F).
Battery conservation Reset the battery
is disabled or set to conservation level.
drain.
An external device is Turn off or remove any
draining the battery. external device or PC
Cards when not in use.
Battery gauge may
Recalibrate the gauge.
be inaccurate and
require recalibration.

Date and time must

be set every time
computer is turned
on.

The real time clock

(RTC) battery has
reached the end of
its useful life.

Replace the RTC battery

(refer to Section 5.9).

Battery gauge
seems inaccurate.

The battery pack

may need
calibration.

Recalibrate the battery.

The battery pack has Replace the battery pack.

reached the end of
its useful life.
Battery pack is warm Warming occurs
after charging.
during charging.

No action required.

Troubleshooting

2-21

Table 2-10
Solving Compact Disc and DVD-ROM Problems
Problem

Possible Cause

Solution

Drive cannot read a

disc

Disc is not properly

seated in the drive.

Open the loading tray,

insert the disc, then
close the tray.

Disc is loaded in the Open the loading tray,

loading tray upside turn over the disc (label
down.
facing up), then close the
tray.

CD-ROM drive or
DVD-ROM drive is
not detected by the
computer.

Disc has a scratch

on its surface.

Insert a different disc.

Drive is not
connected properly.

If you are running a

version of Windows that
was preinstalled by
Compaq, remove the
drive from the MultiBay
and reinsert it.
If you are running a
version of Windows that
was not preinstalled by
Compaq, turn off the
computer. Then remove
the drive from the
MultiBay and reinsert it.

2-22

Troubleshooting

Table 2-11
Solving Diskette Drive/SuperDisk LS-120 Drive
Problems
Problem

Possible Cause

Solution

Drive cannot write to

a diskette.

Diskette is not
formatted.

Format the diskette.

Diskette is
write-protected.

Use another diskette that

is not write-protected or
disable the write-protect
feature.

Writing to the wrong

drive.

Check the drive letter in

your path statement.

Not enough space

is left on the
diskette.

Save the information to

another diskette.

Drive is disabled.

Enable the proper drive

through Device Manager.

Disable diskette
Run Computer Setup
write ability is turned (Section 2.5). Select the
on.
Storage icon. Make sure
Disable diskette write
ability is not checked.
System cannot start
up from diskette or
SuperDisk LS-120
drive.

A bootable diskette is Verify that a diskette with

not in the drive.
the necessary system
files is in the drive.
Diskette bootability is Enable diskette
disabled in Computer bootability in Computer
Setup.
Setup, Security menu.

Troubleshooting

2-23

Table 2-12
Solving Hard Drive Problems
Problem

Possible Cause

Solution

Accessing
information on the
hard drive is much
slower than usual.

Hard drive entered

low power state due
to timeout and is
now exiting from it.

Wait for the system to

restore the previously
saved data to its state
prior to initiating a low
power state.

Hard drive is
fragmented/not
optimized or has
errors.

Run ScanDisk and Disk

Defragmenter.

Hard drive is not

seated properly.

Turn off and unplug the

computer, remove the
hard drive, and reinsert
the hard drive.

Hard drive does not

work.

Errors occur after

Additional hard drive Boot from the original
starting from an
has not been
hard drive or a specially
additional hard drive. specially prepared
prepared hard drive.
with necessary
software.
System does not
recognize a hard
drive.

The drive is not

seated properly.

Remove, then reinsert

the drive.

The drive is
damaged.

Try using the hard drive

in another bay to verify
that the problem is with
the drive. Run ScanDisk
on the drive.

The drive was

Shut down the computer
inserted while
before inserting or
system was on or in removing a hard drive.
Suspend o r
Hibernation.
DriveLock settings
cannot be accessed
in Computer Setup.

2-24

Troubleshooting

The DriveLock
settings are
accessible only
when you enter
Computer Setup by
turning on (not
restarting) the
computer.

Completely turn off the

computer. Turn the
computer back on, then
run Computer Setup
(Section 2.5) by pressing
F10 when the blinking
cursor light appears
upper-right on the
screen.

screen.

Troubleshooting

2-25

Table 2-13
Solving Infrared Problems
Problem

Possible Cause

Solution

Cannot
communicate with
another computer.

The appropriate
software is not
running on both
computers.

Install the appropriate

software on the second
device, start the second
device, and start the
program on both
computers.

The other computer

does not have an
IrDA-compliant
infrared port. Your
Compaq computer
uses the IrDA
communications
protocol.

Communication between
infrared devices must
use the same
communications
protocol. Check the
manufacturers
instructions for
connecting with infrared
devices or try connecting
with a device you know to
be IrDA-compliant.

The pathway
between the infrared
ports is obstructed,
one port is more
than 30 degrees
(plus or minus 15
degrees off the
center line) from the
other, or the ports
are more than one
meter apart.

Remove the obstruction,

align the infrared ports to
within 30 degrees, and
position computers
within 1.5 feet (about 0.5
meter) of each other.

There is an interrupt
request (IRQ)
conflict.

Check for IRQ conflicts in

the Device Manager. If
two devices have the
same IRQ address,
reassign one of the
devices.

There is a baud rate Select the same baud

conflict.
rate for both computers.

2-26

Troubleshooting

There is a conflict
with the # bits.

Select the same # bits

setting for both
computers.

There is a stop byte

conflict.

Select the same stop

byte for both computers.

There is a parity
conflict.

Select the same parity

setting for both
computers.

Continued

Troubleshooting

2-27

Table 2-13 continued

Problem

Possible Cause

Solution

Cannot transmit
data.

Direct sunlight,
Remove the interfering
fluorescent light, or
light source(s).
flashing
incandescent light is
close to the infrared
connections.
There is interference Keep remote control
from other wireless units such as wireless
devices.
headphones and other
audio devices away from
the infrared connections.
There is a physical
obstruction in the
way.

Do not place objects that

will interfere with a
line-of-sight data
transmission between
the two units.

One of the units was Do not move either unit

moved during data
during data
transmission.
transmission.
The orientation of
the units is wrong.

Adjust the devices so that

they point directly at each
other.

The distance
Verify that devices are not
between the units is more than 1.5 feet (0.5
too great.
meter) apart.
Infrared port doesnt
work.

Direct sunlight,
Remove the interfering
fluorescent light, or
light source(s).
flashing
incandescent light is
close to the infrared
connections.
There is interference Keep remote control
from other wireless units such as wireless
devices.
headphones and other
audio devices away from
the infrared connections.
IR has been
disabled.

2-28

Troubleshooting

Run IR configuration
utility in Control Panel.

Table 2-14
Solving Keyboard Problems
Problem

Possible Cause

Solution

Screen is blank
and keyboard is
working.

A screen timeout has

been initiated.

Press any key to refresh

the screen.

QuickLock/QuickBlank
has been initiated.

To enable the keyboard

and return your
information to the screen,
enter your power-on
password.

LCD has been

disabled.

Press Fn+F4 to cycle

from external monitor to
internal LCD.

Num Lock function is

not turned on.

Press Fn+Num Lk to
enable the Num Lock
function and embedded
numeric keypad.

Embedded
numeric keypad
on computer
keyboard is
disabled.

Troubleshooting

2-29

Table 2-15
Solving Modem Problems
Problem

Possible Cause

Solution

Modem loses
connection.

The cable
connection from the
phone line to the
modem is loose.

Check to make sure the

telephone cable is
properly connected.

Call Waiting has not

been disabled.

Disable Call Waiting:

1. Select Start Setting
Control Panel
select Modems.
2. From the General tab
of the Modems
Properties page,
select Dialing
Properties.
From the My Locations
tab of the Dialing
Properties page, check
the box labeled This
location has call waiting.
Select *70, 70#, or 1170
from the drop-down list to
disable call waiting.

There is noise or
excessive traffic on
the phone line.
Modem not
responding

Try connecting at a later

time.

Modem is not set up Check the computer

correctly in system
BIOS setup. If it requires
BIOS.
specific settings for
modems, be sure that
they have been enabled.
Continued

2-30

Troubleshooting

Table 2-15 continued

Problem

Possible Cause

Modem does not dial Telephone number

correctly.
is not entered
correctly in the
modems dialing
software.

Solution
n Make sure the

telephone number
you dialed is correct if
you are using the
dialing directory or the
terminal mode.
n Dial 1 if using dialing

long distance.
n The other line could

be busy or not
answering.
n Make sure call

waiting is disabled.
n The modem may not

recognize an
international dial
tone. Try the ATX3DT
command and the
telephone number.
Characters are
garbled/transfer
rates are slow.

There is noise in the

telephone line.

n Check your

telephone and
modem cable
connections. If they
are a little loose, they
can cause noise on
the line.
n Check with your local

telephone company
for a phone line filter.
Continued

Troubleshooting

2-31

Table 2-15 continued

Problem

Possible Cause

Phone line noise

causing a
disconnection.

Hang-up Delay S
Register (S10) set
too low.

No dial tone

Solution

Change S10 default to

150.
To set S10=150:
1. Select Start
Programs
Accessories
HyperTerminal, then
go to Command
Mode.
2. Type ATS10=150 and
press Enter.
This command causes
the modem to take
longer to disconnect
even if there is noise on
the line.
Phone service is not Verify that service from
connected to the
the local phone company
telephone wall jack. by following these steps:
1. Unplug the telephone
cable from the
telephone wall jack.
2. Connect a telephone
to the jack, pick up
the handset, and
listen for a dial tone.
If there is a dial tone,
reconnect the
modem to the
telephone wall jack
with the telephone
cable and make sure
all connections are
secure.
3. If there is still no dial
tone, contact your
local phone company
or building manager.
Continued

2-32

Troubleshooting

Table 2-15 continued

Problem

Possible Cause

Solution

No dial tone
(continued)

The modem is not

Verify the modem and
responding to
computer are connected:
commands from the 1. Select Start
computer keyboard.
Programs
Accessories
HyperTerminal, then
go to Terminal Mode.
2. Type AT and press
the Enter key. If the
modem displays OK,
the modem and
computer are working
together. If the
modem displays
ERROR, or does not
respond, restart the
computer and repeat
step 1.
3. Type ATDT and listen
for dial tone.
4. Type ATH0 to hang
up.

Modem does
not connect at
highest speed.

Line conditions in
your area or in the
area you are calling
may not support
the highest
connect speeds.

Have your telephone line

checked by your local
telephone service
provider.

Another device on
your telephone line
may be causing
interference.

Hang up an extension
telephone and
disconnect any other
devices that may be
using the same
telephone line, then
redial.

Try dialing an alternate

telephone number for the
service you are using.

Continued

Troubleshooting

2-33

Table 2-15 continued

Problem

Possible Cause

Solution

Modem does not

connect at highest
speed (continued).

The service or site

called does not
support 56K or
supports an
incompatible 56K
implementation.

An internal modem
supports K56flex.

There is noise on
the telephone line.

The 56K protocol of an

internal modem will fall
back to lower speeds if
the telephone line is too
noisy for a high-speed
connection.

To find an Internet
service provider (ISP) that
supports K56flex, go to
the Compaq Web site at
www.compaq.com.

Try using another

telephone line.
Change the Hang-up
Delay S Register:
1. Select Start
Programs
Accessories
HyperTerminal.
2. Go to Command
Mode, type
ATS10=150, then
press Enter.
NOTE: This command
causes the modem to
take longer to disconnect
even if there is no noise
on the line.
The telephone line
does not support
56K
implem entation.

The 56K protocol

requires that the
telephone line contain no
more than one
analog-to-digital
conversion.
Try connecting from an
alternate site.

2-34

Troubleshooting

Table 2-16
Solving PC Card Problems
Problem

Possible Cause

Solution

Computer does not

beep when a PC
Card is inserted.

PC Card is not
inserted properly.

Try reinserting the card.

Ensure that the PC Card
is inserted in the correct
orientation. Insert the
card gently to prevent
damage to the pins.

Speakers are turned Adjust the volume control

off or volume is
on the computer.
turned down.
PC Card or card
Check the list of PC
driver is not PCMCIA Cards tested
compliant.
successfully in Compaq
PC Card platforms.
Computer beeps
The computer
only once when a PC beeps once to
Card is inserted.
indicate that a PC
Card is recognized
but not properly
configured.

Before a new PC Card

can be used, it may be
necessary to perform an
initial setup procedure.
Follow the PC Card
manufacturer's
instructions for formatting
a hard drive card or
installing
PC Card-specific drivers
for a network card.

Network PC Card
does not work.

Refer to the instructions

that came with the PC
Card or contact the
vendor for information on
installing the correct
drivers.

Necessary drivers
are not installed
(turned on).

PC Card is not fully

Ensure the PC Card is
inserted or is upside inserted correctly.
down.
Continued

Troubleshooting

2-35

Table 2-16 continued

Problem

Possible Cause

Solution

Network PC Card
does not work
(continued).

Network PC Card or Check the list of PC

driver is not PCMCIA Cards tested
compliant.
successfully in Compaq
PC Card platforms.

Storage PC Card
does not work.

SRAM and flash

memory PC Cards
require the memory
card driver to be
loaded.

Memory cards can only

be accessed using DOS
real mode drivers.

You are trying to

access the storage
PC Card using the
wrong drive letter.

If you are running

Windows 95, change the
drive letter assignment in
Device Manager
If you are running
Windows NT 4.0, change
the drive letter
assignment through the
Control Panel.

The PC Card is not

formatted.

For memory cards, run

MCFORMAT in MS-DOS
Mode to format the PC
Card. For ATA cards, run
ATAINIT, then run
MCFORMAT in MS-DOS
Mode to format the PC
Card.

The card is not

supported.

Check the list of PC

Cards tested
successfully in Compaq
PC Card platforms.

Storage cards, such Use the storage card in

as SRAM, do not
the computer.
work in the
expansion base.

2-36

Troubleshooting

Table 2-17
Solving Power Problems
Problem

Possible Cause

Solution

Computer will not

turn on.

Battery is
discharged and
computer is not
connected to a
power source.

n Charge the battery

pack.
n Replace the battery

pack.
n Connect the

computer to an
external power
source.
Battery is
discharged and
cables to the
external power
source are
unplugged.
Computer turned off
while it was left
unattended.

Computer initiated
because of a critical
low battery
condition.

Ensure that cables

connecting the computer
and the external power
source are plugged in
properly.
n Charge the battery

pack.
n Replace the battery

pack.
n Connect the

computer to an
external power
source.
The computer
Turn on the computer.
initiated Hibernation
after a user-defined
timeout expired.

Troubleshooting

2-37

Table 2-18
Solving Screen Problems
Problem

Possible Cause

Characters on
Computer is in direct
computer display are light.
dim.
The brightness
control is not set
properly.

Solution
Move the computer or
adjust the screen.
Adjust the brightness
control by pressing the
Fn+F10 hotkeys.

You may have a

screen saver or
screen blanking
utility installed.

Press any key to refresh

the screen.

Screen timeout was

initiated.

Press any key to light the

screen.

System initiated
Suspend after a
user-defined
timeout expired.

Press the suspend

button to exit Suspend.

Computer initiated a
low battery Suspend
or Hibernation.

n Replace the battery

pack and exit

Suspend or
Hibernation.
n Connect the

computer to an
external power
source and exit
Suspend or
Hibernation.
Continued

2-38

Troubleshooting

Table 2-18 continued

Problem

Possible Cause

Characters on
Power Management,
computer display are which controls
dim (continued).
Suspend and
Hibernation, is
disabled and the
battery pack has
discharged.
Computer screen is
blank and external
monitor displays
information.

Fn+F4 hotkey
combination does
not switch between
internal and external
displays.

Solution
n Replace the battery

pack and turn on the

computer.
n Connect the

computer to an
external power
source and turn on
the computer.

Display was
switched to the
external monitor.

Press Fn+F4 to display

information on the
computer screen; press
Fn+F4 again to display
information
simultaneously on both
screens.

Display switch is
stuck.

Tap the switch.

CRT or other display Check your connections

device is not
to ensure that an external
connected properly. device is connected
properly.

Troubleshooting

2-39

Table 2-19
Solving USB Problems

2-40

Problem

Possible Cause

Solution

External device
connected to a USB
connector does not
work.

The operating
system limits
external devices
connected by USB to
two tiers which can
include no more
than two hubs on
the first tier and no
more than one
keyboard and one
pointing device on
the first or second
tier.

Reduce the number of

connected external USB
devices to no more than
two hubs on the first tier,
and no more than one
keyboard and one
pointing device on the
first or second tier.

External device
connected to USB
connector does not
work during startup
(before Windows 95
loads).

During startup, only

two tiers are
supported by the
USB port. These
tiers can include no
more than two hubs
on the first tier and
no more than one
keyboard and one
pointing device on
the first or second
tier.

Use the external device

only after Windows 95 or
Windows 98 has loaded.

External devices in
lower tiers do not
work.

An unpowered hub
is connected to
another unpowered
hub.

Use only powered hubs.

Troubleshooting

Reduce the number of

connected external USB
devices to no more than
two hubs on the first tier,
and no more than one
keyboard and one
pointing device on the
first or second tier.

Make sure that all

unpowered hubs are
immediately preceded by
powered hubs in the
USB chain.