HP Rp3000 - Point of Sale System Bedienungsanleitung

Troubleshooting Guide

HP rp3000

Development Company, L.P. The

information contained herein is subject to

change without notice.

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of Microsoft Corporation in the United States

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construed as constituting an additional

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part of this document may be photocopied,

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language without the prior written consent of

Hewlett-Packard Company.

Troubleshooting Guide

HP rp3000

First Edition (August 2008)

Document Part Number: 498353-001

About This Book

WARNING! Text set off in this manner indicates that failure to follow directions could result in bodily

harm or loss of life.

CAUTION: Text set off in this manner indicates that failure to follow directions could result in damage

to equipment or loss of information.

NOTE: Text set off in this manner provides important supplemental information.

ENWW iii

iv About This Book ENWW

Table of contents

1 Computer Diagnostic Features

HP Insight Diagnostics ......................................................................................................................... 1

Accessing HP Insight Diagnostics ....................................................................................... 1

Survey Tab .......................................................................................................................... 2

Diagnose Tab ...................................................................................................................... 2

Test Tab ............................................................................................................................... 3

Status Tab ........................................................................................................................... 4

Log Tab ................................................................................................................................ 5

Help Tab .............................................................................................................................. 5

Saving and Printing Information in HP Insight Diagnostics .................................................. 5

Downloading the Latest Version of HP Insight Diagnostics ................................................. 6

Protecting the Software ........................................................................................................................ 6

Restoring the Software ......................................................................................................................... 6

2 Troubleshooting Without Diagnostics

Safety and Comfort .............................................................................................................................. 8

Before You Call for Technical Support ................................................................................................. 8

Helpful Hints ......................................................................................................................................... 9

Solving General Problems .................................................................................................................. 11

Solving Power Problems .................................................................................................................... 15

Solving Hard Drive Problems ............................................................................................................. 16

Solving Display Problems ................................................................................................................... 19

Solving Audio Problems ..................................................................................................................... 23

Solving Printer Problems .................................................................................................................... 25

Solving Keyboard and Mouse Problems ............................................................................................ 26

Solving Hardware Installation Problems ............................................................................................. 28

Solving Network Problems ................................................................................................................. 30

Solving Memory Problems ................................................................................................................. 33

Solving Processor Problems .............................................................................................................. 35

Solving Optical Drive Problems .......................................................................................................... 36

Solving USB Flash Drive Problems .................................................................................................... 39

Solving Internet Access Problems ...................................................................................................... 40

Solving Software Problems ................................................................................................................ 42

Contacting Customer Support ............................................................................................................ 43

ENWW v

Appendix A POST Error Messages

POST Numeric Codes and Text Messages ....................................................................................... 45

Interpreting POST Diagnostic Front Panel LEDs and Audible Codes ................................................ 50

Appendix B Password Security and Resetting CMOS

Resetting the Password Jumper ........................................................................................................ 54

Clearing and Resetting the CMOS ..................................................................................................... 55

Using Computer Setup to Reset CMOS ............................................................................ 55

Resetting the CMOS Jumper ............................................................................................. 55

Appendix C Drive Protection System (DPS)

Accessing DPS Through Computer Setup ......................................................................................... 58

Index ................................................................................................................................................................... 59

vi ENWW

1 Computer Diagnostic Features

HP Insight Diagnostics

NOTE: HP Insight Diagnostics is included on DVD with some computer models only.

The HP Insight Diagnostics utility allows you to view information about the hardware configuration of

the computer and perform hardware diagnostic tests on the subsystems of the computer. The utility

simplifies the process of effectively identifying, diagnosing, and isolating hardware issues.

The Survey tab is displayed when you invoke HP Insight Diagnostics. This tab shows the current

configuration of the computer. From the Survey tab, there is access to several categories of information

about the computer. Other tabs provide additional information, including diagnostic test options and test

results. The information in each screen of the utility can be saved as an html file and stored on a USB

flash drive.

Use HP Insight Diagnostics to determine if all the devices installed on the computer are recognized by

the system and functioning properly. Running tests is optional but recommended after installing or

connecting a new device.

You should run tests, save the test results, and print them so that you have printed reports available

before placing a call to the Customer Support Center.

NOTE: Third party devices may not be detected by HP Insight Diagnostics.

Accessing HP Insight Diagnostics

You must boot to the Documentation and Diagnostics DVD, as described in the steps below, to access

HP Insight Diagnostics.

1. While the computer is on, insert the Documentation and Diagnostics DVD into an optical drive on

the computer.

2. Shut down the operating system and turn off the computer.

3. Turn on the computer. The system will boot to the DVD.

NOTE: If the system does not boot to the DVD in the optical drive, you may need to change the

boot order in the Computer Setup (F10) utility so that the system attempts to boot to the optical

drive before booting to the hard drive. Refer to the Computer Setup (F10) Utility Guide on the

Documentation and Diagnostics DVD for more information.

You can also change the boot order so that the system boots to the optical drive on a one-time

basis by pressing the F9 key at startup.

4. Select the appropriate language and click Continue.

ENWW HP Insight Diagnostics 1

NOTE: It is recommended that you accept the assigned default keyboard for your language

unless you want to test your specific keyboard.

5. In the End User License Agreement page, click Agree if you agree with the terms. The HP Insight

Diagnostics utility launches with the Survey tab displayed.

Survey Tab

The Survey tab displays important system configuration information.

In the View level field, you can select the Summary view to see limited configuration data or select the

Advanced view to see all the data in the selected category.

In the Category field, you can select the following categories of information to display:

All—Gives a listing of all categories of information about the computer.

Overview—Gives you a listing of general information about the computer.

Architecture—Provides system BIOS and PCI device information.

Asset Control—Shows product name, asset tag, system serial number, and processor information.

Communication—Shows information about the computer parallel (LPT) and serial (COM) port settings,

plus USB and network controller information.

Graphics—Shows information about the graphics controller of the computer.

Input Devices—Shows information about the keyboard, mouse, and other input devices connected to

the computer.

Memory—Shows information about all memory in the computer. This includes memory slots on the

system board and any memory modules installed.

Miscellaneous—Shows HP Insight Diagnostics version information, computer configuration memory

(CMOS) information, system board data, and system management BIOS data.

Storage—Shows information about storage media connected to the computer. This list includes all fixed

disks and optical drives.

System—Shows information about the computer model, processor, chassis, and BIOS, plus internal

speaker and PCI bus information.

Diagnose Tab

NOTE: The Diagnose tab is only available in HP Insight Diagnostics Online Edition.

The Diagnosis feature of the HP Insight Diagnostics Online Edition enables high system availability by

performing various non-intrusive, in-depth system and component checks while the operating system

is up and running.

There are two types of diagnosis on the Diagnose tab: Smart Array Drive Diagnosis and Power

Supply Diagnosis.

The Power Supply Diagnosis allows you to assess the health of select power supply models.

Smart Array Drive Diagnosis is the premier feature of hardware diagnosis and it provides the ability to

assess the health of hard disk drives attached to Smart Array controllers and select Modular Smart Array

(MSA) products. The Smart Array Drive Diagnosis supports SCSI, serial Advanced Technology

2 Chapter 1 Computer Diagnostic Features ENWW

Attachment (SATA), and serial attached SCSI (SAS) disk drives that are attached to Smart Array

controllers and select MSA controllers configured as part of a logical volume. To determine the health

of a hard disk drive, Diagnosis looks at operational history provided by the hard disk drive and proprietary

information provided by the Smart Array controller or the MSA controller. HP has found through

experience that looking at operational history is one of the best ways to diagnose disk drive problems.

Systems Insight Manager (SIM) and Diagnosis are now the only tools that can be used to qualify the

replacement of defective disk drives under pre-failure warranty.

The Smart Array Drive Diagnosis feature should be used:

●To determine if a disk drive in a fault mode should be replaced.

●When Systems Insight Manager reports that a disk drive has failed.

●When there is data corruption or storage related problems but there are no error LEDs or error

messages.

●When there are inconsistent, intermittent, or repeated disk drive failures.

●To determine the health of a logical volume.

NOTE: Smart Array Drive Diagnosis has the unique capability of identifying multiple disk drives in a

single volume that are functioning normally, but should be replaced.

To diagnose a logical volume:

1. Click the Diagnose tab.

2. Under Smart Array Drive Diagnosis, click +to expand Storage.

3. Select the logical volumes to diagnose and click the Diagnose button.

4. The test status of the logical volumes selected will be displayed on the Status tab when Diagnosis

has completed.

Test Tab

The Test tab allows you to choose various parts of the system to test. You can also choose the type of

test and testing mode.

There are three types of tests to choose from:

●Quick Test—Provides a predetermined script where a sample of each hardware component is

exercised and requires no user intervention in either Unattended or Interactive mode.

●Complete Test—Provides a predetermined script where each hardware component is fully tested.

There are more tests available in the Interactive mode, but these require user intervention.

●Custom Test—Provides the most flexibility in controlling the testing of a system. The Custom Test

mode allows you to specifically select which devices, tests, and test parameters are run.

ENWW HP Insight Diagnostics 3

For each test type, there are two test modes to choose from:

●Interactive Mode—Provides maximum control over the testing process. The diagnostic software

will prompt you for input during tests that require your interaction. You may also determine whether

the test passed or failed.

●Unattended Mode—Does not display prompts and requires no interaction. If errors are found, they

are displayed when testing is complete.

To begin testing:

1. Select the Test tab.

2. Select the tab for the type of test you want to run: Quick, Complete, or Custom.

3. Select the Test Mode: Interactive or Unattended.

4. Choose how you want the test to be executed, either Number of Loops or Total Test Time. When

choosing to run the test over a specified number of loops, enter the number of loops to perform. If

you desire to have the diagnostic test for a specified time period, enter the amount of time in

minutes.

5. If performing a Quick Test or Complete Test, select the device to be tested from the drop-down

list. If performing a Custom Test, Click the Expand button and select the devices to be tested or

click the Check All button to select all devices.

6. Click the Begin Testing button at the bottom right corner of the screen to start the test. The

Status tab, which allows you to monitor the progress of the test, is automatically displayed during

the testing process. When the test is complete, the Status tab shows whether the device passed

or failed.

7. If errors are found, go to the Log tab and click the Error Log to display more detailed information

and recommended actions.

Status Tab

The Status tab displays the status of the selected tests. The type of test executed (Quick, Complete,

or Custom) is also displayed. The main progress bar displays the percent complete of the current set

of tests. While testing is in progress, a Cancel Testing button is displayed for use if you want to cancel

the test.

After testing has completed, the Cancel Testing button is replaced with a Retest button. The Retest

button will retest the last set of tests executed. This enables you to re-run the set of tests without having

to re-enter the data in the Test tab.

The Status tab also shows:

●The devices being tested

●The test status (running, passed, or failed) of each device being tested

●The overall test progress of all devices being tested

●The test progress for each device being tested

●The elapsed test times for each device being tested

4 Chapter 1 Computer Diagnostic Features ENWW

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