HP Vectra XE310 Bedienungsanleitung

troubleshooting

guide

hp vectra xe310

www.hp.com/go/vectrasupport

Notice

The information contained in this document is subject to change without notice.

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HP France

Business Desktop Division

38053 Grenoble Cedex 9

France

3 Troubleshooting Guide

Table of Contents

How to Recognize Your HP Vectra XE310 Model and Series 5

Vectra XE310 Information Roadmap . . . . . . . . . . . . . . . . . 6

Finding Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

If You Have a Problem

What to Do First . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

My PC Doesn’t Start Properly . . . . . . . . . . . . . . . . . . . . 11

My PC Isn’t Working Properly . . . . . . . . . . . . . . . . . . . . . 13

Hardware Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Software Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

My PC Has an Audio (Sound) Problem . . . . . . . . . . . . . . . 19

Startup Errors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Frequently Asked Questions . . . . . . . . . . . . . . . . . . . . . . 26

Need More Help? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Diagnose Your Hardware (e-Diagtools). . . . . . . . . . . . . . . 28

Recovery CD-ROMs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

HP Setup Program. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Clearing Your PC’s CMOS (BIOS) Settings. . . . . . . . . . . . 31

Your PC’s BIOS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Accessing Components in the PC . . . . . . . . . . . . . . . . . . 35

Support and Information Services . . . . . . . . . . . . . . . . . . 39

HP Customer Care Center Phone Numbers. . . . . . . . . . . . 40

Troubleshooting Guide 4

Important Safety Information

If you are in any doubt that you can lift the equipment safely, do not try to move it without help.

For your safety, never remove the PC's cover without first removing the power cord from the power

outlet and any connection to a telecommunications network. If a Power Protection Device is fitted to

your PC, you must shut down your computer using the on/off switch, then remove the power cord before

removing the PC’s cover. Remove the Power Protection Device cables before any servicing operation.

Always replace the cover before switching the PC on again.

To avoid electric shock, do not open the Power Supply Unit. There are no serviceable parts inside. For

your safety only replace with a Power Supply Unit provided by HP Support Services.

Ensure that the electrical power requirements of your PC (refer to the label on the Power Supply Unit)

can be suitably provided by your electrical installation.

There is a danger of explosion if the battery is incorrectly installed. For your safety, never attempt to

recharge, disassemble, or burn an old battery. Only replace the battery with the same or equivalent type,

as recommended by the manufacturer. The battery in this PC is a lithium battery which does not contain

any heavy metals. Nevertheless, in order to protect the environment, do not dispose of batteries in

household waste. Please return used batteries either to the shop from which you bought them, to the

dealer from whom you purchased your PC, or to HP so that they can either be recycled or disposed of in

the correct way. Returned batteries will be accepted free of charge.

If you have a modem:

Do not attempt to connect this product to the phone line during a lightning storm. Never install

telephone jacks in wet locations unless the telephone line has been disconnected at the network

interface. Never touch uninsulated telephone wires or terminals unless the telephone line has been

disconnected at the network interface. Use caution when installing or modifying telephone lines. Avoid

using a telephone (other than a cordless type) during an lightning storm. There may be a risk from

lightning.

Do not use the telephone to report a gas leak in the vicinity of the leak.

Never touch or remove the communications board without first removing the connection to the

telephone network.

Use minimum Nº 26 AWG wire for telephone cable.

Warning: Some parts inside the computer may be hot, please wait for them to cool down before touching

them.

5 Troubleshooting Guide

How to Recognize Your HP Vectra XE310 Model and Series

There are two versions of the HP Vectra XE310 PC: the HP Vectra XE310 Series 1 and the HP Vectra

XE310 Series 2.

If you are uncertain of which HP XE310 model and series you have, this information can be found on the

label on the side of the PC case as shown here.

This manual provides information that applies to both models unless otherwise stated.

Troubleshooting Guide 6

Vectra XE310 Information Roadmap

Use the icon in Acrobat Reader to search for information in this PDF.

The following types of information are available for HP Business PCs:

Troubleshooting Guide

See the HP Troubleshooting Guide (this document).

The Troubleshooting Guide will help you solve problems with your HP Business PC. It is available in

PDF format on the HP support web site (www.hp.com/go/vectrasupport). The Troubleshooting

Guide will help you:

•Find out what to do first if you encounter a problem with your computer

•Identify the problem area and provide a possible solution

•Find further HP service and support if you still can’t solve the problem.

•Collect relevant information on your computer before contacting support.

Technical Reference

See the HP Technical Reference Manual.

The Technical Reference Manual, available in PDF format on the HP support web site

(www.hp.com/go/vectrasupport), provides information on:

•Your computer’s hardware components

•The drivers, software and BIOS used in your computer.

Installing, Configuring, Upgrading

See the HP Service Handbook Chapter or the HP Upgrade Guide.

The Service Handbook Chapter, available in PDF format on the HP support web site

(www.hp.com/go/vectrasupport), provides information on:

•HP Business PC configurations

•Replacement parts

•Available accessories.

The Upgrade Guide will help you upgrade and replace components in your HP Business PC, including

the hard drive, memory, battery, power supply, and optical inch drives. More information is available on

the HP support web site (www.hp.com/go/vectrasupport).

7 Troubleshooting Guide

Discover and use your product

See the HP Quick Start card and HP Quick User’s Guide.

The Quick Start card provided with your HP Business PC will help you:

•Set up and begin using your HP Business PC for the first time

•Upgrade and replace components in your HP Business PC, including the hard drive, processor

memory, add-on cards and optical drives. More information is available on the HP support web site

(www.hp.com/go/vectrasupport).

•Find out where to get more information.

The Quick User’s Guide provided with your HP Business PC includes basic troubleshooting information,

technical specifications, warranty and legal information.

Your computer’s online information

Your computer may contain online help information on the hard disk, such as:

•Troubleshooting and how to use HP Instant Support

•Linking to useful HP web sites.

If your computer is running Windows XP then you can access the Help and Support Center (HSC) via the

Start menu. HSC is an application which centralizes help topics, tutorials, troubleshooting etc.

Information on the hp support web site

Refer to the HP support web site (www.hp.com/go/vectrasupport) for a wide range of information,

including:

•Downloadable documentation

•Service and support options

•The latest BIOS, drivers and utilities

•Answers to Frequently Asked Questions.

System recovery CD-ROMs

Used for a full system recovery or alternative OS installation. Includes instructions on how to recover

your preloaded software including operating system, drivers and utilities.

Information on the HP Vectra Support Web Site

Go to the HP Vectra support web site (www.hp.com/go/vectrasupport) for a wide range of

information, including:

•Downloadable documentation

•Service and support options

•The latest BIOS, drivers and utilities

•Answers to Frequently Asked Questions.

Troubleshooting Guide 8

Finding Information

Use the following table to determine where to locate particular types of information:

Type of Information Location

•Support phone numbers

•Technical support contact information

•Warranty information

Quick User’s Guide

•How to set up your computer Quick Start Card (details)

Quick User’s Guide (general information)

•Operation of your computer Operating system and application manuals

•Diagrams and detailed instructions on installing add-on devices

•Internal wire connections for adding hard drives, CD-ROM, etc.

•Memory expansion and replacing devices

Upgrade Guide (when provided)

•LAN configuration

•LAN controller

Technical Reference Manual

•Identifying the problem

•Information on errors

•Problem solving

•Troubleshooting

Troubleshooting Guide

•Parts list

•Accessories list

Service Handbook Chapter

•BIOS

•Connectors

•IRQ

•POST setup

•Specifications

•System board layout

•Technical diagrams

Technical Reference Manual

Status

If You Have a Problem

10 Troubleshooting Guide

What to Do First

Don’t panic! Most things that go wrong with computers can be fixed relatively easily — provided you do

not rush into them. Use the following checklist to see where you can find help.

Is the problem hardware- or software-

related? •Run HP e-Diagtools to see whether you have a hardware

or software problem (refer to page 28).

Is the problem related to an

application? •Refer to the application’s online and/or printed

documentation. You can also check the software

manufacturer’s web site

Check for viruses? •Your problem might be caused by a virus. Use your

antivirus software to check for viruses. It is

recommended that you run a thorough check on your

entire system.

Is the problem with Windows? Yes

Refer to Windows Help, accessed by selecting Help from

the Windows Start menu.

•For other help, refer to the troubleshooting sections

starting on page 11 or the Frequently Asked Questions

starting on page 26.

Still Need Help? •Collect information on your PC (see page 39) then

contact your authorized support provider. For Customer

Care Center numbers, refer to page 40.

•For a wide range of information and support, refer to the

HP Web at:

www.hp.com/go/vectrasupport.

•For information on your warranty, refer to the Quick

User’s Guide provided with your PC or the HP Web at:

www.hp.com/go/vectrasupport.

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