Troubleshooting and Maintenance Guide

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First Edition: September 2013

Document Part Number: 701334-002

Understanding hard disk drive space

The hard disk drive on the Hewlett-Packard

and Compaq computers with the

Microsoft® Windows® operating system

preinstalled may appear to be smaller than

the size stated in the product specifications,

in the documentation, or on the box. Hard

disk drives are described and advertised by

manufacturers in terms of decimal (base

In decimal notation, one megabyte (MB) is

equal to 1,000,000 bytes, and one gigabyte

(GB) is equal to 1,000,000,000 bytes. In the

binary numbering system, one megabyte is

equal to 1,048,576 bytes, and one gigabyte

is equal to 1,073,741,824 bytes. Because

of the different measuring systems, you

may see a difference between the size

reported by Microsoft Windows and the size

advertised. The storage capacity of the

hard disk drive is as advertised.

Microsoft Windows reports smaller capacity

in the Windows Explorer tool and in the

computer window because it shows

information about one partition on the hard

disk drive at a time. One of the partitions

contains the system recovery information.

Note about systems configured with 4 GB

of memory

For computers with a 32-bit operating

system, all memory above 3 GB may not be

available because of system resource

requirements.

This limitation is not limited to HP and

Compaq systems. The memory above 3 GB

is used for system resources.

Confirming total memory

The system BIOS displays the full 4 GB of

installed memory.

Table of contents

1 Protecting your computer  1

Computer security features  1

2 Troubleshooting  2

Computer does not start  2

Power  3

Display (monitor)  3

Keyboard and mouse (with cable)  3

Keyboard and mouse (wireless)  4

Speakers and sound  5

Internet access  5

Software troubleshooting  6

3 System recovery  8

Choosing a system recovery method  8

System recovery options  8

Recovery media  10

4 Maintenance  12

Schedules and tasks  12

Keeping the computer free of dust, dirt, and heat  12

Cleaning the computer and monitor  12

Cleaning the computer vents  13

Cleaning the keyboard and mouse  13

Cleaning the touch screen (select models only)  13

iii

iv

Computer security features

Computer risk	Computer feature
Unauthorized use of the computer or	User password
user account	A password is a group of characters that you choose to secure computer information.
Unauthorized access to Setup Utility,	Administrator password
BIOS settings, and other system
identification information
Computer viruses	Antivirus software
	The free trial antivirus software that is preinstalled on your computer can detect most viruses,
	remove them, and, in most cases, repair damage caused by viruses. For protection against new
	viruses beyond the trial period, purchase an extended update service.
Unauthorized access to data and	Firewall software
ongoing threats to the computer	●	Windows includes firewall software preinstalled on the computer.
	●	The antivirus software, which is preinstalled on the computer, includes firewall software.
	Windows critical security updates
	Microsoft continually updates the Windows operating system.

Computer security features  1

Computer does not start

Symptom  Possible solution

Error message: Hard disk drive error.

Restart the computer.

Computer will not turn on or start.

Computer seems to be locked up and is not responding.

Ensure that the cables connecting the computer to the external power source are plugged in properly. When the cables connecting the computer to the external power source are plugged in properly, and the wall outlet is functioning, the green power supply light on the back of the computer should be on; if it is not, contact Support.

If the display (monitor) is blank, the monitor might not be properly connected. Connect the monitor to the computer, plug it in, and turn it on. See Display (monitor) on page 3.

Test the wall outlet by connecting a different electrical device to it.

Use the Windows Task Manager to close any programs not responding, or restart the computer:

	Or, press and hold the Power button on the computer for 5 or more seconds to turn off the computer, and
	then press the Power button to restart the computer.
Error message:	When drive activity stops, remove the disc and press the spacebar on the keyboard. The computer should start
Invalid system disk	up.
or Non-System disk
or Disk error.

Power

Symptom	Possible solution
Computer does not	Press and hold the Power button until the computer turns off. Check Power Settings.
turn off when the
Power button is
pressed.
Computer shuts	● The computer might be in an exceedingly hot environment. Let it cool down.
down automatically.	● Ensure that computer air vents are not blocked and that the internal fan is running — see Keeping the
		computer free of dust, dirt, and heat on page 12. (Your computer might not have an internal fan.)

Display (monitor)

Symptom	Possible solution
Screen is blank, and	Reconnect the power plug to the back of the monitor and to the wall outlet.
monitor power light is not
	Press the Power button on the monitor.
lit.
Screen is blank.	Press the space bar on the keyboard or move the mouse to make the screen display visible again.
	Press the Sleep button (select models only), or Esc on the keyboard, to resume from Sleep mode.
	Press the Power button to turn on the computer.
	Inspect the monitor video connector for bent pins:
	● If any of the pins are bent, replace the monitor connector cable.
	● If no pins are bent, reconnect the monitor connector cable to the computer.
Images on the screen are	Adjust the monitor resolution setting in Windows:
too large or too small, or	1.	Right-click an empty area of the desktop, and then click Screen resolution.
the images are fuzzy.
	2.	Select the resolution from the drop-down menu.
	3.	Click Apply, and then click Keep changes.

NOTE:  In addition to the information listed here, also refer to the documentation that came with your monitor.

Keyboard and mouse (with cable)

Symptom	Possible solution
Keyboard commands	Use the mouse to turn off the computer, unplug and reconnect the keyboard to the back of your computer,
and typing are not	and then restart your computer.
recognized by the
computer.

Mouse (with cable) does not work or is not detected.

Unplug and reconnect the mouse cable to your computer.

If the mouse is still not detected, turn off the computer, unplug and reconnect the mouse cable, and then restart the computer.

Power  3

Symptom	Possible solution
Cursor does not move	Press Num Lock on the keyboard to turn off Num Lock, so that the arrow keys on the number keypad can be
using the arrow keys on	used.
the number keypad.
Cursor does not respond	Use the keyboard to save changes in all open programs, and then restart your computer:
to mouse movement.	1.	Press the Alt+Tab keys simultaneously to navigate to an open program.
	2.	Press Ctrl+S simultaneously to save your changes in the selected program (Ctrl+S is the keyboard
		shortcut for Save on most—not all—programs).
	3.	Repeat step 1 and step 2 to save changes in all open programs.
	4.	After saving changes in all open programs, press the Power button to turn off the computer.
	5.	After the shutdown is complete, unplug and reconnect the mouse connector to the back of your
		computer, and then restart your computer.

Keyboard and mouse (wireless)

Symptom  Possible solution

Wireless keyboard or mouse does not work or is not detected.

The receiver, wireless keyboard, and wireless mouse shown in the following illustrations are examples; your models might vary. IMPORTANT: During these steps, place the wireless keyboard and wireless mouse on the same level as the receiver, within 30 cm (12 inches) of the receiver, and away from interference from other devices.

Speakers and sound

Symptom  Possible solution

Volume is very low or unsatisfactory.

Ensure that you connected the speakers to the Audio Out (lime green) connector on the back of the computer. (Additional audio connectors are used for multiple-channel speakers.) Detached non-powered speakers (speakers without a separate power source, such as batteries or a power cord) do not produce satisfactory sound. Replace the non-powered speakers with powered speakers.

No sound is produced.  1. From the Start screen, type control panel, select Control Panel, and then select System and Security.

If you use a High-Definition Multimedia Interface (HDMI) connector on the graphics card (select models only) to connect your monitor to the computer, you should also connect analog speakers to the computer Audio Line Out connector if you want to hear sound during the initial setup of the computer. Refer to the Quick Setup booklet to connect analog speakers.

If you are using built-in monitor speakers, use the monitor front-panel Volume button to adjust volume. Use the front-panel buttons to enter the on-screen display (OSD) and ensure that audio is enabled and that the volume is set appropriately.

Ensure that you connected powered (active) speakers and that they are turned on.

Turn off your computer, and then unplug and reconnect the speakers. Ensure that the speakers are connected to an audio connector, not a Line In or headphone connector.

To resume from Sleep mode, press the Sleep button (select models only), or press Esc.

Unplug headphones if they are connected to your computer (or speaker system).

Internet access

Symptom	Possible solution
Internet programs do not	Log in to your ISP, and start the desired program.
start automatically.

I cannot connect to the Internet.

Verify that you are using the proper cables for your Internet connection type. Your computer might have a dial-up modem and an Ethernet network adapter (also called a network interface card, or NIC). A modem uses a standard telephone cable, whereas the network adapter uses a network cable, to connect to a local area network (LAN). Do not connect a telephone cable to the network adapter, and do not plug a network cable into a telephone service line; doing so might damage the network adapter.

Run the wireless setup wizard:

If your system has an external antenna, try to move the antenna to a better position. If the antenna is internal, try to move the computer.

Try to connect again later, or contact your Internet service provider (ISP) for assistance.

Speakers and sound  5

Software troubleshooting

Symptom	Possible solution
To repair software	●	Turn the computer off completely and then turn it on again. This is the easiest (and sometimes the best) way.
problems, try these	●	Update the drivers (see Updating device drivers, following).
methods:
	●	Use Microsoft System Restore Software program and hardware driver reinstallation (see Microsoft System
		Restore, later in this table). — Restores your computer to a configuration that was in use before the software
		was installed.
	●	Reinstall the software program or hardware driver (see Software program and hardware driver reinstallation,
		later in this table). — Restores the software (if it came with the product) or hardware driver to factory defaults.
	●	System recovery (see System recovery on page 8) — Erase and reformat the hard disk drive, and then
		reinstall the operating system, programs, and drivers. This erases all data files you have created.
Updating device	Complete the following procedure to update a driver, or to revert to an earlier version of the driver if the new one
drivers	does not solve your problem:
	1.	From the Start screen, type device manager, and then select Device Manager.
	2.	Select the arrow to expand the type of device you want to update or roll back. (For example, DVD/CD-ROM
		drives.)
	3.	Double-click the specific item (for example, HP DVD Writer 640b).
	4.	Select the Driver tab.
	5.	To update a driver, select Update Driver, and then follow the on-screen instructions.
		Or, to revert to an earlier version of a driver, select Roll Back Driver, and then follow the on-screen
		instructions.
Microsoft System	If you have a problem that might be due to software that was installed on your computer, use System Restore to
Restore	return the computer to a previous restore point. You can also set restore points manually.
	NOTE: Always use this System Restore procedure before you use the System Recovery program.
	Some features might not be available on systems that are shipped without a version of Microsoft Windows.
	To start a system restore or to add restore points manually:
	1.	Close all open programs.
	2.	From the Start screen, type control panel, and then select Control Panel.
	3.	Select System and Security, select System, and then select System protection.
	4.	Select the System protection tab on the System Properties screen.
	5.	Follow the on-screen instructions.

Symptom  Possible solution

Software program and hardware driver reinstallation

If any of your factory-installed software programs or hardware drivers are damaged, you can reinstall it by using the HP Recovery Manager program (select models only).

NOTE: Do not use the HP Recovery Manager program to reinstall software programs that came on CDs or DVDs included in the computer box. Reinstall these programs directly from the CDs or DVDs.

Before you uninstall a program, be sure you have a way to reinstall it. Check to be sure that it is still available from where you initially installed it (for example, discs or the Internet). Or check to be sure that the program is in the list of programs you can reinstall from the HP Recovery Manager.

NOTE: Some features might not be available on systems that are shipped without a version of Microsoft Windows.

To check the list of installable programs or to reinstall a program in the HP Recovery Manager:

Software troubleshooting  7

NOTE:  Always use the System Restore procedure before you use the System Recovery program —

see Microsoft System Restore under Software troubleshooting on page 6.

Some features might not be available on systems that are shipped without a version of Microsoft Windows.

Choosing a system recovery method

You must choose one of the following methods to perform a system recovery:

NOTE:  The recovery image uses a portion of the hard disk drive that cannot be used for data

storage.

System recovery options

You should attempt a system recovery in the following order:

System recovery from the Windows Start screen

CAUTION: System Recovery deletes all data and programs you created or installed. Back up any important data to a removable disc or USB flash drive.

If the computer is working and Windows is responding, use these steps to perform a system recovery.

media. Insert the disc or USB flash drive, select Yes, and then click Next to restart the computer and run HP Recovery Manager from the recovery disc or USB flash drive. If using discs, insert the next system-recovery disc when prompted.

System recovery at system startup

CAUTION: System Recovery deletes all data and programs you created or installed. Back up any important data to a removable disc or USB flash drive.

If Windows is not responding, but the computer is working, follow these steps to perform a system recovery.

System recovery from recovery media

CAUTION: System Recovery deletes all data and programs you created or installed. Back up any important data to a removable disc or USB flash drive.

To create recovery media, see Creating recovery media on page 10.

To perform a system recovery using recovery media:

Recovery media

Recovery media can be created on either blank DVD discs or a USB flash drive (one or the other, but not both). Create recovery media from the recovery image stored on your hard disk drive. This image contains the operating system and software program files that were originally installed on your computer at the factory. You can create only one set of recovery media for your computer, and the media can be used only with this computer. Store the recovery media in a safe place.

NOTE:  Some features might not be available on systems that are shipped without a version of

Microsoft Windows.

Choosing recovery media

NOTE:  You cannot use CDs or DVD+RW, DVD-RW, DVD+RW DL, DVD-RW DL, DVD+R DL,

or DVD-R DL discs to create recovery discs.

NOTE:  The process of creating recovery media takes some time to verify that the information

written on the media is correct. You can quit the process at any time. The next time you run the program, it will resume where it left off.

Creating recovery media

To create recovery discs:

10  Chapter 3  System recovery

To create a recovery USB flash drive:

NOTE:  Recovery Media Creation formats the flash drive and deletes all on files on it.

NOTE:  Do not use media cards for creating recovery media. The system may not be able to

boot up from a media card and you may not be able to run system recovery.

Recovery media  11

Schedules and tasks

Follow these instructions at the recommended intervals for proper maintenance.

Weekly	Software cleanup	Use the Windows cleaning tool or safe third-party cleaning tools to remove junk
		files and temporary files that accumulate and slow down your system. Also, check
		for programs you no longer need and uninstall them.
	Defragmenting and	Use the Windows tool to defragment and optimize your hard drive to keep your
	optimizing	hard disk in good condition and improve system performance. Frequently
		performing this task does not harm your system.
	Virus scan	Perform a full virus scan every week to catch viruses that might have slipped
		through unnoticed. Most antivirus products have a scheduling feature to keep
		track of this automatically.
Monthly	Hardware cleanup	Thoroughly clean the inside and outside of your computer.
	Software updates	Use Windows Update to fix operating system bugs and improve performance.
		Also, be sure to check for driver updates for your hardware and new versions of
		your favorite programs.
	Windows Update	Run Windows Update monthly to install updates.
Yearly	System Recovery	In time, your system might still get bogged down, depending on the computer
		usage. Use System Recovery to wipe your Windows operating system installation
		clean, restoring it to the original configuration when you first started your system.
		Make a backup of important data files before proceeding with a System
		Recovery. See System recovery on page 8 for further details.
As needed	Backing up your data	Use CD or DVD recording software that is installed on your computer to create
		(or “burn”) backup discs of important information, including personal files, e-mail
		messages, and website bookmarks. You can also move data to an external hard
		disk drive.

Keeping the computer free of dust, dirt, and heat

Keeping your computer system free of dust, dirt, and heat will prolong its life. Dust, pet hair, and other particles can build up, creating a blanket effect; as a result, components can overheat, or, in the case of the keyboard and mouse, not work smoothly and effectively. Check your system once a month for visible signs of dust and debris, and clean it about once every three months. Visit http://www.hp.com/ go/contactHP for additional cleaning instructions.

Cleaning the computer and monitor

Follow these steps to clean the computer and monitor:

12  Chapter 4  Maintenance

NOTE:  To remove sticker residue or a spill on the computer or monitor case, use isopropyl

(rubbing) alcohol and a lint-free cloth.

Cleaning the computer vents

Air vents keep the computer cool. Keep these vents clean by using a small, battery-powered vacuum cleaner. (A battery-powered vacuum cleaner eliminates the risk of electric shock.)

Cleaning the keyboard and mouse

When cleaning the keyboard keys, use a low setting on a battery-powered vacuum cleaner, to avoid removing key caps and springs.

If you have a roller-ball mouse, clean the ball and rollers inside:

Cleaning the touch screen (select models only)

CAUTION: Do not spray or place the cleaner directly on the screen; spray the cleaner into the cloth, and then wipe the sides and surface of the touch screen.

Do not use an abrasive cleaner or cloth when cleaning the sides or the surface of the screen, because this could cause damage to the touch screen.

Follow these steps to clean the touch screen:

14  Chapter 4  Maintenance