HP Hewlett Packard Laptop 320399 002 User Manual

Troubleshooting  
HP Notebook Series  
Document Part Number: 320399-002  
August 2003  
This guide provides instructions for solving notebook problems  
yourself or with help from HP.  
 
Is the Notebook Receiving Adequate Power?. . . . . . 1–2  
Is Software Functioning Abnormally? . . . . . . . . . . . 1–5  
Help from Your Notebook. . . . . . . . . . . . . . . . . . . . . 1–7  
Sound does not record . . . . . . . . . . . . . . . . . . . . . . . . 2–2  
Battery and Power Problems . . . . . . . . . . . . . . . . . . . . . . 2–3  
Notebook does not turn on. . . . . . . . . . . . . . . . . . . . . 2–3  
Notebook turns off unexpectedly . . . . . . . . . . . . . . . 2–3  
Indicators are displaying a low-battery condition . . . 2–4  
Battery pack does not charge. . . . . . . . . . . . . . . . . . . 2–5  
Battery pack is warm after charging . . . . . . . . . . . . . 2–5  
Troubleshooting  
iii  
 
Contents  
Notebook cannot start up from a CD or DVD. . . . . 2–10  
DVD play is erratic . . . . . . . . . . . . . . . . . . . . . . . . . 2–11  
DVD region error code is displayed . . . . . . . . . . . . 2–12  
FireWire connector has only 4 pins. . . . . . . . . . . . . 2–17  
Game Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–18  
Game frequently stops responding or locks up . . . . 2–18  
Game sounds are erratic . . . . . . . . . . . . . . . . . . . . . 2–18  
Hard Drive Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–19  
Primary hard drive cannot be accessed . . . . . . . . . . 2–19  
Primary hard drive is not recognized. . . . . . . . . . . . 2–19  
iv  
Troubleshooting  
 
No dial tone is audible. . . . . . . . . . . . . . . . . . . . . . . 2–29  
Modem does not dial correctly . . . . . . . . . . . . . . . . 2–29  
Modem dials correctly but does not connect. . . . . . 2–30  
Modem sounds are not audible . . . . . . . . . . . . . . . . 2–30  
Modem does not connect at highest speed . . . . . . . 2–31  
Characters are garbled or transfer rates are slow. . . 2–31  
Modem loses connection . . . . . . . . . . . . . . . . . . . . . 2–31  
Troubleshooting  
v
 
Contents  
Fax transmissions do not work . . . . . . . . . . . . . . . . 2–32  
Connection occurs, but network seems inactive . . . 2–33  
USB Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–39  
Notebook cannot access network resources . . . . . . 2–41  
Notebook cannot connect to Internet when  
WEP is enabled on the access point . . . . . . . . . . . . 2–42  
Rate indication in the Connection Status fluctuates 2–42  
Throughput and connection range vary. . . . . . . . . . 2–43  
Notebook cannot detect a Bluetooth device . . . . . . 2–43  
Index  
vi  
Troubleshooting  
 
1
Help Is Available  
You can obtain troubleshooting assistance from the Help and  
Support window, the World Wide Web, the telephone, or a local  
service provider. All documentation included with your notebook  
is available on the World Wide Web in several languages.  
If you can access the Windows desktop on your notebook,  
HP recommends that you begin troubleshooting any  
notebook problem by using the Help and Support Center  
In Microsoft Windows XP Professional or Microsoft  
Windows XP Home, select Start > Help and Support.  
In Microsoft Windows 2000 Professional, select  
Start > Help.  
For more information about using the Help and Support  
Center window, see “Help from Your Notebook” later in this  
chapter.  
If you cannot access the Windows desktop on your notebook  
or would like to eliminate the most common problems before  
using other troubleshooting resources, try the procedures in  
the “Quick Solutions Checklist,” next in this chapter.  
Troubleshooting  
1–1  
 
     
Help Is Available  
Quick Solutions Checklist  
Is the Notebook Receiving Adequate Power?  
If the power indicator light is off and the notebook cannot be  
turned on, adequate power may not be available to the notebook.  
On some models the power indicator light is the AC adapter light.  
On other models the power indicator is the battery light. To  
identify the power indicator light on your notebook, refer to your  
model-specific documentation.  
To make sure adequate power is available to the notebook:  
If the notebook is running on battery power or is connected  
to an external power source other than an electrical outlet,  
connect the notebook to an electrical outlet using the  
AC adapter. If the notebook turns on when connected to  
external power but not when running on a battery pack,  
recharge or replace the battery pack.  
Make sure the power cord and AC adapter cable connections  
are secure.  
Verify that the electrical outlet is providing adequate power  
by plugging another electrical device into the outlet.  
Plug the notebook (through the AC adapter) into an outlet in a  
different room and on a different circuit.  
When the notebook is receiving adequate power, the power  
indicator light (AC adapter light or battery light) turns on.  
Is the Notebook Turned On?  
The notebook may be in Standby or in Hibernation. To resume  
the notebook from Standby or restore from Hibernation:  
If your model has a power button, briefly press the power  
button.  
If your model has a power switch, briefly slide the power  
switch as described in your model-specific documentation.  
1–2  
Troubleshooting  
 
                     
Help Is Available  
Is the Notebook Overheated?  
It is normal for the notebook to feel warm to the touch while it is  
in use. But if the notebook feels extremely warm, it may be  
overheating because a vent is blocked. Overheating can cause the  
notebook to become unresponsive.  
If you suspect that overheating could be causing the problem,  
allow the notebook to cool to room temperature. Then:  
Use the notebook on a hard surface, not on a soft surface. A  
rug, pillow, thick clothing, upholstery, or other fabric could  
block an underside vent.  
Position the notebook so that no side or rear vent is blocked  
by a vertical surface such as a wall or optional equipment.  
Is the System Unresponsive?  
If the system has stopped responding, you may need to restart or  
shut down and then start up the notebook. If you are unable to use  
normal Windows restart or shutdown procedures:  
1. Press ctrl+alt+delete. Then:  
In Windows 2000 Professional, select the Shut Down  
button, press the down arrow beside the What Do You  
Want The Computer To Do field until Restart or Shut  
Down is displayed, then select the OK button.  
In Windows XP, select the Turn Off Computer button,  
then select the Turn Off button.  
2. If you are unable to shut down the notebook with  
ctrl+alt+delete:  
On a model with a power button, press and hold the  
power button for 5 seconds.  
On a model with a power switch, slide and hold the  
power switch for 5 seconds.  
Troubleshooting  
1–3  
 
           
Help Is Available  
3. If your model has a reset button, insert the end of a small  
object like a straightened paper clip into the reset button, then  
press the power button. (This restarts the notebook.) For  
information about a reset button on your model, refer to the  
Startup Guide, Hardware Guide, or Reference Guide  
included with your notebook.  
4. If you are unable to turn off the notebook with the power  
button or power switch, or to restart the notebook with the  
reset button, disconnect the notebook from external power,  
then remove the battery pack.  
Is an External Device Not Working?  
If an external device does not function as expected:  
Turn on the device exactly as instructed in the device  
documentation. (Some optional devices, such as external  
monitors, printers, and devices connected to a parallel  
connector, must be turned on before the notebook is  
turned on.)  
Verify that:  
The device is connected to the correct jack, port, or  
connector.  
All device connections are secure.  
The device is receiving adequate electrical power.  
The correct device drivers are installed.  
Install the latest available system ROM (read only memory).  
For instructions, refer to your model-specific documentation.  
1–4  
Troubleshooting  
 
         
Help Is Available  
Is Software Functioning Abnormally?  
If your software is not functioning normally:  
Restart the notebook.  
Run a virus scan.  
When you use the notebook for network or Internet access,  
you expose the notebook to computer viruses. Computer  
viruses can disable the operating system, your applications,  
or your utilities or cause them to function abnormally.  
Antivirus software can detect most viruses, destroy them,  
and, in most cases, repair any damage they have caused.  
Antivirus software is provided with some notebooks and can  
be purchased for all notebooks from most computer or  
electronics retailers. For information about running a virus  
scan, refer to the documentation included with the antivirus  
software.  
Make sure sufficient space is available on the hard drive. For  
information about displaying the space available on the hard  
drive, refer to your operating system online Help or printed  
documentation.  
Delete the last application you installed.  
Troubleshooting  
1–5  
 
     
Help Is Available  
Back up your data files, then repair or reinstall the software.  
To repair or reinstall the operating system or an HP  
application or utility, use the restoration CDs included  
with the notebook.  
Instructions for using the CDs to repair or reinstall  
software are included with all notebook models. On some  
models, these instructions are included in the restoration  
CD package. On other models, the instructions are  
provided in model-specific documentation such as a  
Software Guide or Reference Guide.  
To repair or reinstall software that was not preloaded or  
preinstalled, follow the instructions in the documentation  
provided with the software.  
CAUTION: To prevent file corruption and be sure that the correct drivers  
are installed, restore or reinstall software only when the notebook is  
connected to external power through the AC adapter or an optional  
DC cable. (Do not repair or restore software while the notebook is  
docked or running on battery power.) During the reinstallation:  
Ä
Do not unplug the notebook from external power.  
Do not shut down the notebook.  
Do not remove or insert a drive.  
Do not add or remove any internal or external device.  
1–6  
Troubleshooting  
 
   
Help Is Available  
Finding the Help You Need  
Help from Your Notebook  
To access the Help and Support Center window:  
In Windows 2000 Professional, select Start > Help.  
In Windows XP, select Start > Help and Support.  
Help and Support Center is a comprehensive resource for  
contacting an HP support specialist, downloading software or  
software updates, and managing your notebook system. The  
system management features can help you learn to use, optimize,  
and customize, as well as troubleshoot, your notebook hardware,  
operating system, and other software.  
On-screen instructions are provided for all topics.  
Help from Documentation  
For operating system help:  
In Windows 2000 Professional, select Start > Help.  
In Windows XP, select Start > Help and Support.  
For application or utility help: Open the software, then select  
the Help option. The Help option may be a button or menu item  
that is labeled “Help” or identified with a question mark icon.  
Some Help files can be accessed by pressing the F1 (or f1) key.  
For help with optional hardware: Refer to the documentation  
included with the device. Documentation may be printed, on a  
CD, or within the device software. Some device documentation  
includes troubleshooting as well as general instructions.  
Troubleshooting  
1–7  
 
             
Help Is Available  
For help specific to your notebook:  
In Windows 2000 Professional, select Start > Help.  
In Windows XP, select Start > Help and Support.  
Refer also to the model-specific guides included with your  
notebook. Model-specific guides vary by model. Typical titles  
include: Startup Guide, Hardware Guide, Software Guide, and  
Reference Guide. Model-specific guides may be printed or  
provided on the Documentation Library CD.  
For general troubleshooting help: This troubleshooting guide  
provides general troubleshooting tips. These tips apply to most  
notebooks but do not include model-specific procedures.  
Help from the World Wide Web  
Most hardware and software manufacturers provide extensive  
troubleshooting information on their Web sites and provide their  
Web site address on their packaging or documentation.  
At the HP Web site, you can browse the reference information or  
submit questions via email to customer support specialists. To  
access the support area of the Web site, use your Web browser  
to visit:  
To access specific areas of the HP Web site directly, HP  
recommends that you use the links in the Help and Support  
Center utility. To access the utility:  
In Windows 2000 Professional, select Start > Help.  
In Windows XP, select Start > Help and Support.  
1–8  
Troubleshooting  
 
   
Help Is Available  
Help by Telephone  
Preparing to Call Customer Support  
To provide the fastest possible resolution of your problem, have  
the following items available when you call:  
The notebook.  
Serial number and model description, which are provided on  
labels affixed to the notebook.  
Purchase date on the invoice.  
Conditions under which the problem has occurred.  
Error messages that have been displayed.  
Brand and model name of the optional printer(s) you are  
using.  
Operating system version number and registration number.  
To display the operating system version number and  
registration number:  
In Windows 2000 Professional, select Start > Settings >  
Control Panel > System > General tab.  
In Windows XP, select Start > Control Panel >  
Performance and Maintenance > System > General tab.  
Troubleshooting  
1–9  
 
       
Help Is Available  
Accessing Customer Support Telephone Numbers  
To obtain a list of worldwide customer support telephone  
numbers:  
Refer to the printed Worldwide Telephone Numbers booklet  
included in English only with the notebook.  
Display customer support telephone numbers on-screen:  
In Windows 2000 Professional, select Start > Settings >  
Control Panel > System > General tab. Then, near the  
lower edge of the System Properties window, select the  
Support Information button.  
In Windows XP, select Start > Performance and  
Maintenance icon > System icon. Then, near the lower  
edge of the System Properties window, select the Support  
Information button.  
Obtain the telephone numbers from the HP Web site at  
Help from a Service Provider  
To contact an HP service provider near you, refer to the  
Worldwide Telephone Numbers booklet included in English only  
with the notebook. For optimal service:  
Provide all information listed in the “Preparing to Call  
Customer Support” section earlier in this chapter.  
Remove or disclose all passwords.  
1–10  
Troubleshooting  
 
       
2
Problems and Solutions  
Before You Begin  
This chapter contains general solutions to problems that you may  
encounter with your notebook. Try the solutions one at a time. If  
a single problem has multiple solutions, try the solutions in the  
order in which they are presented.  
Because the listed problems and solutions are general:  
The problems and solutions apply to most, but not all,  
notebooks. Some problems and solutions may not apply to  
your model.  
For example, some models may not have volume control  
buttons; others may not have drive bays. If a solution involves  
hardware or software that is not available on your model, try  
the other solutions.  
The solutions do not include detailed procedures which vary  
by model. For detailed model-specific procedures, refer to the  
model-specific documentation included with your notebook.  
For example, if a solution suggests that you update system  
ROM, you might need to refer to a guide entitled Software  
Guide or Reference Guide to obtain ROM update instructions  
for your model.  
The problems and solutions include alternate terms for  
similar features.  
For example, some models have a power button and others  
have a power switch. Since power buttons and power  
switches have similar functions, a solution may suggest that  
you “press the power button (or slide the power switch).”  
Troubleshooting  
2–1  
 
           
Problems and Solutions  
Audio Problems  
Sound is not audible  
Press the volume button to increase volume.  
Double-click the speaker icon on the taskbar, then clear the Mute All  
check box.  
Press the mute button. (Sound should be audible when the mute light  
is off.)  
Verify that no headset, external speakers, or headphones are  
connected to the notebook. These devices mute the internal speakers.  
If one of these devices is connected to the notebook, use or  
disconnect it.  
When you are operating your notebook in MS-DOS mode (for  
example, when running an MS-DOS game), sound may be erratic. To  
optimize the sound capabilities of your notebook, use only Windows  
applications.  
Sound does not record  
If the internal microphone does not record and an external  
microphone is connected to the system, disconnect or use the external  
microphone. On most models, a connected external microphone  
disables the internal microphone.  
Plug in an external microphone. Some models do not have an internal  
microphone.  
Check the settings in your sound recording software, particularly the  
recording source and recording volume settings. To access most  
sound recording applications select Start > All Programs (or  
Programs) > Accessories > Multimedia (or Entertainment), then  
select the sound recording application.  
2–2  
Troubleshooting  
 
                   
Battery and Power Problems  
See also the power-related items on the “Quick Solutions  
Checklist” in the “Help Is Available” chapter.  
Notebook does not turn on  
Connect the notebook to an electrical outlet using the AC adapter.  
Make sure all connections are secure and that the electrical outlet  
is providing adequate power. (If the notebook fails to turn on and  
contains a battery pack, the battery pack may be defective. Remove  
the battery pack from the notebook.)  
If the notebook is extremely warm, cold, or moist, return it to an  
environment within the specifications provided in your  
model-specific documentation. When you return to your work, be  
sure the vents are unobstructed.  
If you have just added a new memory module, remove the module.  
It may be incompatible with your notebook. Review the memory  
module specifications in your model-specific documentation.  
Notebook turns off unexpectedly  
If the notebook turns off immediately after being turned on, the  
battery pack charge may be extremely low. Connect the notebook to  
external power, then recharge or replace the battery pack.  
If the notebook turns off while unattended, the system may have  
initiated Hibernation. To resume from Hibernation, press the power  
button (or slide the power switch).  
If the notebook turns off or initiates Standby and feels extremely  
warm, it may have exceeded the maximum operating temperature.  
Allow the notebook to cool down. Then, whenever you use the  
notebook, make sure that all vents are clear of obstructions.  
Troubleshooting  
2–3  
 
                   
Problems and Solutions  
Indicators are displaying a low-battery  
condition  
Low-battery indicators vary by model and settings. Common indicators  
include audible alarms, messages on the screen, and lights that flash or  
change color.  
To interpret or set low-battery indicators, refer to your model-specific  
or operating system online Help or printed documentation.  
To respond to a low-battery indicator:  
If your work remains on the screen, save your work, then initiate  
Hibernation. To continue working, connect the notebook to  
external power. Be sure to replace or recharge the battery pack  
before again running the notebook on battery power.  
If the screen is blank, the notebook may have initiated  
Hibernation. To continue working, connect the notebook to  
external power, then restore from Hibernation. Be sure to replace  
or recharge the battery pack before again running the notebook  
on battery power.  
If your unsaved work is lost after restoring power, the notebook  
may have been unable to initiate Hibernation because  
Hibernation was disabled. HP strongly recommends that you run  
the notebook on battery power only while Hibernation is  
enabled. To enable Hibernation:  
In Windows 2000 Professional, select Start > Settings >  
Control Panel. Double-click Power Options, select the  
Hibernate tab, then select the Enable Hibernate Support  
check box.  
In Windows XP, select Start > Control Panel > Performance  
and Maintenance > Power Options icon. Select the  
Hibernate tab, then select the Enable Hibernate Support  
check box.  
2–4  
Troubleshooting  
 
       
Problems and Solutions  
Battery pack does not charge  
The battery pack may be fully charged. Refer to your model-specific  
documentation for information about determining battery pack status.  
If the battery pack is extremely warm or cool, allow the battery pack  
to reach room temperature.  
Make sure that the notebook is connected to AC power, that all  
connections are secure, and that the power source is providing  
adequate power levels.  
If you are using an AC adapter:  
Make sure the AC adapter is the AC adapter included with  
the notebook or a replacement adapter provided by HP.  
If the adapter is plugged into a power strip, unplug it from the  
power strip and plug it directly into an electrical outlet.  
Make sure the battery is correctly inserted, and, if required on your  
notebook model, locked into place.  
Replace the battery pack. It may be defective or have reached the end  
of its useful life. Battery life varies, because it is affected by power  
levels and maintenance and storage practices.  
For information about prolonging the life of your battery pack,  
refer to the battery and power sections of your model-specific  
documentation.  
For battery pack warranty information, refer to the warranty  
documentation included with your notebook or optional  
battery pack.  
Battery pack is warm after charging  
No action is required. Warming occurs naturally during charging.  
Troubleshooting  
2–5  
 
           
Problems and Solutions  
Battery pack charge displays seem inaccurate  
If only the time remaining display seems inaccurate, no action may be  
necessary.  
The time remaining display indicates the approximate running time  
remaining on the battery pack if the battery pack continues to provide  
power at the current level. For example, the time remaining will  
decrease if you start playing a DVD or backing up to a CompactFlash  
card and will increase if you stop playing the DVD or when the  
backup is complete.  
If the time remaining display seems inaccurate even when the level of  
power use remains constant, refer to “To increase the accuracy of all  
battery pack charge displays,” next in this section.  
To increase the accuracy of all battery pack charge displays:  
Fully charge a new battery pack before using it to run the  
notebook.  
Allow an in-use battery pack to discharge to less than 10 percent  
of a full charge through normal use before charging it.  
When you charge any battery pack, charge it fully.  
Calibrate the battery pack, especially if it has not been used for  
1 month or more. For instructions, refer to your model-specific  
documentation.  
Replace the battery pack. It may be defective or have reached the end  
of its useful life. Battery life varies with battery pack power usage and  
maintenance procedures.  
For information about prolonging the life of your battery pack,  
refer to the battery and power sections of your model-specific  
documentation.  
For battery pack warranty information, refer to the warranty  
documentation included with your notebook or optional  
battery pack.  
2–6  
Troubleshooting  
 
             
Problems and Solutions  
Battery pack run time is shorter than  
expected  
Review the information in your model-specific documentation regarding:  
Battery conservation settings and procedures.  
Battery storage environments and procedures.  
Notebook operating environment specifications.  
Standby cannot be initiated  
Review the information in your model-specific documentation regarding:  
How drive media, such as diskettes, CDs, or DVDs, affect Standby.  
How infrared affects Standby.  
Troubleshooting  
2–7  
 
           
Problems and Solutions  
Hibernation cannot be initiated  
Make sure Hibernation is enabled. To enable Hibernation:  
In Windows 2000 Professional, select Start > Settings > Control  
Panel. Double-click Power Options, select the Hibernate tab,  
then select the Enable Hibernate Support check box.  
In Windows XP, select Start > Control Panel > Performance and  
Maintenance > Power Options icon. Select the Hibernate tab,  
then select the Enable Hibernate Support check box.  
Make sure the Hibernation timeouts are not set to Never. To access  
the Hibernation timeout settings:  
In Windows 2000 Professional, select Start > Settings > Control  
Panel. Double-click Power Options, then select the Power  
Schemes tab.  
In Windows XP, select Start > Control Panel > Performance and  
Maintenance icon > Power Schemes tab.  
Review the information in your model-specific documentation  
regarding:  
How drive media, such as diskettes, CDs, or DVDs, affect  
Hibernation.  
How infrared affects Hibernation.  
2–8  
Troubleshooting  
 
   
Problems and Solutions  
CD or DVD Problems  
On some notebooks, the CD or DVD drive is removable. On other  
notebooks, the CD or DVD drive should be removed only by an  
authorized service provider.  
To prevent damage to your CD or DVD drive and to your notebook,  
Ä
do not remove a CD or DVD drive unless you are certain that the CD  
or DVD drive on your notebook is removable. If your model-specific  
documentation does not include instructions for inserting and  
removing a CD or DVD drive, do not remove the CD or DVD drive.  
CD or DVD drive is not recognized by the  
system  
Make sure the correct device drivers are installed.  
Update the system ROM.  
If the notebook is running a retail version of the operating system and  
the drive was inserted while the system was on, in Standby, or in  
Hibernation, shut down the notebook. While the notebook is off,  
remove, then reinsert the drive. Then turn on the notebook.  
Run a virus scan.  
If the CD or DVD drive on your notebook is removable:  
Remove, then reinsert, the drive exactly as instructed in your  
model-specific documentation.  
Verify that the drive is not defective by using it in another  
drive bay.  
Verify that the drive bay is not defective by using another drive  
in the same bay.  
Troubleshooting  
2–9  
 
             
Problems and Solutions  
No alert sounds when a CD or DVD drive is  
inserted  
If the notebook is off, in Standby, or in Hibernation, no action is  
necessary. The notebook audibly signals a successful drive insertion or  
removal only when the notebook is on.  
Notebook cannot start up from a CD or DVD  
Allow more time. Startup from a CD or DVD may take up to  
30 seconds or longer.  
Make sure the CD or DVD is bootable.  
Refer to your model-specific documentation for information about  
enabling the drive as a boot device.  
If the drive is removable and is currently inserted into an optional port  
replicator, insert the drive into a notebook drive bay.  
Notebook cannot read a CD or DVD  
Allow more time. It may take up to 30 seconds or longer for the drive  
to determine the type of media that has been inserted.  
Make sure a single-sided CD or DVD has been inserted label side up.  
Make sure the CD or DVD is inserted exactly as directed in your  
model-specific or drive documentation.  
Make sure the CD or DVD is supported by the drive. For example,  
you can play a CD in a DVD drive, but you cannot play a DVD in a  
CD drive.  
Change the regional setting on the drive. For instructions, refer to  
your model-specific documentation or, if you are using optional  
DVD software, to your DVD software documentation.  
Clean the CD or DVD.  
2–10  
Troubleshooting  
 
                   
Problems and Solutions  
Remove the CD or DVD, restart the notebook, then reinsert the CD  
or DVD.  
If you created the CD or DVD, try using a different brand of CD  
or DVD.  
DVD movie does not fill the screen  
Some double-sided DVDs have a different format (standard or wide  
screen) on each side. In wide screen format, black bands appear at the  
top and bottom of the screen. To view the standard format, turn over  
the DVD, then play the DVD.  
DVD play is erratic  
Close all other programs while playing the DVD. (It may be  
necessary to restart Windows to free all resources.)  
Play the DVD while running the notebook on external power. Or,  
change the operating system Power Scheme to provide additional  
power to the notebook while it is running on battery power.  
If video corruption occurs at the beginning of play:  
Allow time for the system to process the copyright material at  
the beginning of the DVD.  
Stop, then restart, the DVD movie.  
Clean the DVD.  
Troubleshooting  
2–11  
 
           
Problems and Solutions  
Standby or Hibernation affects CD or DVD play  
Initiating Standby or Hibernation while playing a CD or DVD may stop  
the play or diminish the quality of the play.  
Remove the CD or DVD from the drive before initiating Standby or  
Hibernation.  
If Standby or Hibernation is initiated while playing a CD or DVD,  
resume from Standby or restore from Hibernation, then restart the  
notebook.  
DVD region error code is displayed  
Change the regional setting on the drive. (There may be a limited amount  
of times the regional setting can be changed.) For instructions, refer to  
your model-specific documentation or, if you are using optional DVD  
software, to your DVD software documentation.  
2–12  
Troubleshooting  
 
       
Problems and Solutions  
Digital Memory Card or Memory Stick  
problems  
This section discusses problems you may encounter while using an  
Memory Stick, or other digital storage product. The slots which support  
these products vary by notebook model. For example, some notebooks  
feature an Integrated Digital Media Slot or Integrated Memory Reader.  
Other models feature an SD Card slot or CompactFlash card slot. The  
information in this section applies to most digital memory products.  
For information about solving RAM (Random Access Memory) problems  
and using memory modules, see the “Memory Problems” section.  
Notebook does not accept a digital memory  
card or Memory Stick  
Many slots that accept a digital memory card or Memory Stick  
support only specific digital formats. For example, a slot identified  
as a CompactFlash card slot may have a reader which supports only  
CompactFlash cards. A slot identified as an SD Card slot may have a  
reader which supports only SD Cards and MMCs. Refer to your  
model-specific documentation for information about which products are  
supported by the digital memory features on your notebook.  
You can obtain an adapter that supports several types of digital memory  
products from most computer or electronics retailers. Most of these  
adapters can be used with any notebook model.  
Digital memory alerts are not audible  
Press the volume button to increase volume.  
Double-click the speaker icon on the taskbar, then make sure the  
Mute All check box is clear.  
Troubleshooting  
2–13  
 
               
Problems and Solutions  
Press the mute button on the notebook and verify that the mute light  
is off. (Sound should be audible when the mute light is off.)  
Verify that no headset, external speakers, or headphones are  
connected to the notebook. These devices disable the internal  
speakers. If one of these devices is connected to the notebook, use  
or disconnect it.  
Notebook does not recognize a digital  
memory card or Memory Stick  
Remove, then reinsert, the digital memory card or Memory Stick.  
Restart the notebook.  
Verify that the digital memory card or Memory Stick is functioning  
correctly by trying the product in another notebook.  
Digital memory card or Memory Stick does  
not work and alerts are not audible  
Verify that the digital memory card or Memory Stick is correctly  
inserted. Digital cards should be inserted label side up.  
Verify that the digital memory card or Memory Stick is configured  
correctly. For configuration information, refer to the digital product  
documentation. The model-specific documentation for some models  
may contain additional configuration information.  
Verify that the digital memory card or Memory Stick is functioning  
correctly by trying the product in another notebook.  
If you are trying to access a digital storage card or Memory Stick:  
Verify that you are using the correct drive designation.  
Verify that the digital memory card or Memory Stick is correctly  
formatted. For formatting instructions, refer to the product  
documentation.  
2–14  
Troubleshooting  
 
         
Problems and Solutions  
Display Problems  
Display is blank  
Tap or move the pointing device (TouchPad, pointing stick, or  
optional external mouse).  
Resume from Standby or exit Hibernation.  
If the notebook is extremely warm or cold, allow it to reach room  
temperature.  
Switch the image to the notebook or external display. For instructions:  
Refer to your model-specific documentation.  
Some models have a hotkey that switches the image among  
the notebook display and optional external devices such as  
monitors or camcorders.  
Some models have settings in the Setup utility that affect  
display locations.  
Refer to your operating system online Help or printed  
documentation. Some operating systems have Extended Desktop  
features that affect the location of the display.  
Troubleshooting  
2–15  
 
               
Problems and Solutions  
Desktop icons are too large or too small  
Use the settings in your operating system to adjust icon size. Larger icons  
may be easier to read. Selecting a smaller icon size enables you to display  
more icons on the desktop.  
Characters are dim or difficult to read  
If the notebook is in direct light, move the notebook or tilt the display.  
Increase the screen brightness. Some models have a hotkey that  
controls screen brightness.  
Adjust the screen settings in your operating system. For example, to  
make characters on the screen appear larger or smaller, adjust the  
resolution setting.  
If characters are garbled or the display flashes only while an optional  
external monitor is connected to the notebook, restart the notebook,  
then lower the screen resolution on the external monitor as instructed  
in your operating system or external monitor documentation.  
2–16  
Troubleshooting  
 
         
Problems and Solutions  
FireWire (IEEE 1394) Problems  
The high-speed serial bus connector available on some notebooks may  
be identified in your model-specific documentation as the FireWire  
connector or as the 1394 connector. The information in this section  
applies to connectors with either name.  
FireWire device does not work  
Be sure the FireWire device is plugged securely into an electrical  
outlet as well as into the FireWire connector on the notebook.  
Verify that the device is functioning properly by connecting it to a  
FireWire connector on another system.  
Verify with the device manufacturer that you are using the correct  
driver(s).  
Use the Device Manager utility in your operating system to check for  
and resolve any resource conflicts.  
FireWire connector has only 4 pins  
The FireWire connector on your notebook may differ from the FireWire  
connector on a desktop computer. Desktop computers often have 6-pin  
FireWire connectors and notebooks often have 4-pin FireWire connectors.  
To connect a FireWire device with a 6-pin cable to your notebook:  
Replace the 6-pin cable on the device with a 4-pin cable.  
Use a 6-pin to 4-pin adapter.  
You can obtain a 6-pin cable or a 6-pin to 4-pin adapter from most  
computer or electronics retailers.  
A FireWire device connected to the notebook with a 4-pin connection  
must be connected to external power as well as to the notebook.  
Troubleshooting  
2–17  
 
               
Problems and Solutions  
Game Problems  
Game frequently stops responding or  
locks up  
Reinstall the game, noting any settings and default selections that  
pertain to your model, then restart the game.  
Verify that your model meets the hardware and software requirements  
of the game. To obtain these requirements, review the game  
documentation, visit the game manufacturer’s Web site, or contact  
the game manufacturer.  
Game sounds are erratic  
If you are running an MS-DOS game, sound may be erratic. To optimize  
the sound capabilities of your notebook, use only Windows-based games.  
2–18  
Troubleshooting  
 
         
Problems and Solutions  
Hard Drive Problems  
The primary hard drive is a hard drive in a hard drive bay; an  
optional secondary hard drive is a hard drive in an additional  
bay. The additional bay may be a MultiBay in the notebook,  
a bay in a port replicator, or an external bay.  
Primary hard drive cannot be accessed  
The drive may be protected by DriveLock or other drive protection  
software. For security management procedures, refer in your  
model-specific documentation to a security, password, or Setup utility  
section.  
Primary hard drive is not recognized  
Replace the hard drive:  
If your model-specific documentation includes procedures for  
replacing the primary hard drive, follow the instructions carefully.  
If your model-specific documentation does not include hard drive  
replacement instructions, refer to the Worldwide Telephone Numbers  
booklet included with the notebook to contact a service provider.  
Troubleshooting  
2–19  
 
             
Problems and Solutions  
Secondary hard drive is not recognized  
Remove, then reinsert, a secondary hard drive exactly as instructed in  
your model-specific notebook documentation or in your port  
replicator or external bay documentation. Be certain the drive is  
firmly seated in the bay.  
If a secondary hard drive was inserted while the notebook was on, in  
Standby, or in Hibernation, reinsert the secondary hard drive after the  
system has been shut down. Always shut down the notebook before  
removing or inserting a hard drive.  
To verify that the problem is with a secondary hard drive, try another  
hard drive in the bay.  
Notebook cannot start from a secondary  
hard drive  
Start the notebook from the primary hard drive.  
Refer to your model-specific documentation for information about  
adjusting the startup sequence, sometimes called the boot order.  
If the drive is in a port replicator, insert the drive into a notebook  
MultiBay.  
2–20  
Troubleshooting  
 
           
Problems and Solutions  
Infrared Communication Problems  
Infrared communication is managed by your operating  
system. To implement some of the solutions suggested in  
this section and to perform additional troubleshooting, you  
may need to refer to your operating system online Help or  
software, refer also to the documentation included with  
that software.  
Infrared link cannot be established  
See also “Notebook does not transmit or receive data,” next in this  
section.  
If your notebook or a target notebook is in Standby, resume the  
notebook from Standby.  
Make sure that only one application is using the infrared port.  
Be sure the infrared software you are using on your notebook is  
properly installed and enabled on the target device. (On some models,  
the notebook infrared port is fully enabled whenever the notebook is  
turned on. On other models, the infrared port must be enabled  
manually.)  
Verify that the target device is IrDA-compliant and compatible  
with the infrared hardware and software on your notebook. Such  
information is usually provided in the device documentation or on  
the device manufacturer’s Web site.  
Try another COM port setting.  
Verify that the baud rate, number of bits, stop byte, and parity conflict  
settings are identical on your notebook and the target device.  
Troubleshooting  
2–21  
 
               
Problems and Solutions  
Notebook does not transmit or receive data  
Move the infrared ports closer together. They should be no more than  
1 meter (3 feet) apart.  
Position the infrared ports so they face each other as directly as  
possible. The maximum capture angle is 30 degrees, so the ports must  
be aligned no more than 15 degrees off center.  
If direct sunlight, energy-saving fluorescent light, or flashing  
incandescent light is reaching the infrared ports:  
Remove or block the interfering light source(s).  
Move the infrared ports closer together.  
Make sure that no additional infrared, remote control, or other  
wireless devices (such as headphones, a headset, or a cell phone) are  
aimed at either infrared port.  
Remove any objects, including loose papers, between the infrared  
ports that could be interfering with the transmission.  
Be sure that neither unit moves during the transmission. A  
transmission can be prevented or interrupted even by strong vibration.  
Clean both infrared lenses with a clean, lint-free cloth.  
Select a lower, fixed baud rate for both devices. (The baud rate setting  
must be identical on both devices.)  
Standby is preventing infrared transmission  
Standby is incompatible with infrared transmission.  
If a transmitting or receiving notebook is in Standby, the transmission  
cannot begin. Be sure both notebooks are turned on.  
If Standby is initiated during a transmission, the transmission stops.  
On some models, the transmission resumes when the notebook  
resumes from Standby. On other models, the transmission must be  
restarted manually.  
2–22  
Troubleshooting  
 
             
Internet Problems  
The information provided in the “Modem Problems,”  
“Network Problems,” or “Wireless LAN (WLAN) Device  
Problems” sections may also be helpful.  
Notebook cannot connect to the Internet  
Verify that your ISP service has not been interrupted.  
Verify your Internet settings.  
Contact your ISP provider for assistance.  
Internet buttons do not respond  
Some models include one or more buttons that provide direct access to the  
Internet. Button names vary by model. The information in this section  
applies to buttons commonly called Easy Access or Quick Launch  
buttons. If the Internet buttons on your notebook do not respond:  
Verify that your ISP service has not been interrupted.  
Reconnect to your ISP and retry the Internet buttons.  
Review the Internet button settings information in your  
model-specific documentation.  
Notebook cannot browse a selected Web site  
Verify the URL or try another URL.  
Visit the site at another time. (The Web site may be having technical  
problems or be overwhelmed by too many visitors.)  
Troubleshooting  
2–23  
 
                 
Problems and Solutions  
Keyboard and Pointing Device Problems  
Many pointing device actions are controlled by mouse  
settings in the operating system. To change the pointer or  
click speed, add or remove mouse trails, or adjust other  
pointing device settings, refer to your operating system  
online Help or printed documentation. If you are using an  
optional external mouse, refer also to your mouse  
documentation.  
Notebook keyboard keys stick or do not  
respond  
Clean the keyboard as instructed in your model-specific documentation.  
Instructions for keyboard maintenance are often provided in a  
Maintenance, Shipping and Travel guide on the Documentation Library  
CD. On some models, keyboard maintenance instructions are included in  
another guide, such as a Hardware Guide or Reference Guide.  
Assorted keys are typing incorrect characters  
Change the keyboard language setting as described in your model-specific  
Startup Guide, Reference Guide, or your operating system online Help or  
printed documentation.  
Letter keys are typing numbers  
Disable the notebook keypad as instructed in your model-specific  
documentation. Your documentation may list the notebook keypad as  
the “embedded numeric keypad” or the “internal keypad.”  
2–24  
Troubleshooting  
 
           
Problems and Solutions  
Keypad does not work  
Enable the notebook keypad as instructed in your model-specific  
documentation. Your documentation may list the keypad as the  
“embedded numeric keypad” or the “internal keypad.”  
If an optional external keypad is connected to the system, use  
the external keypad. Or, disconnect the external keypad, then use the  
notebook keypad.  
Hotkeys do not work on an external keyboard  
On some models, hotkeys are not supported on an optional external  
keyboard. On other models, hotkeys are used differently on an  
external keyboard. Refer to the hotkey section of your model-specific  
documentation.  
Pointer drifts  
On some models, it is normal for the pointer to continue moving for a  
short time after you release the pointing stick or TouchPad. Wait a few  
seconds after removing your hand from the pointing device, and the  
pointer will stabilize.  
Pointer moves erratically as you type  
Press the TouchPad on-off button, if available on your model, to turn  
off the TouchPad while you are typing.  
Clean the TouchPad with a damp cloth, then wipe it dry.  
Adjust the TouchPad sensitivity settings. On some models, these  
settings are accessible through the operating system mouse window.  
Refer to your model-specific documentation for information about  
additional TouchPad settings.  
Restart the notebook.  
Troubleshooting  
2–25  
 
             
Problems and Solutions  
Pointing stick does not work  
If an optional external mouse is connected to the system, it may  
disable the pointing stick. Some models include a utility, often called  
the Setup utility, in which you can set the system to respond to both  
an external mouse and the pointing stick.  
If your notebook has both a TouchPad and a pointing stick, be sure  
the notebook is set to respond to the pointing stick.  
Restart the notebook.  
TouchPad does not work  
Press the TouchPad on/off button, if available on your notebook, to  
turn on the TouchPad.  
If an external mouse is connected to the system, it may disable the  
TouchPad. Some models include a utility, often called the Setup  
utility, in which you can set the system to respond to both an external  
mouse and the TouchPad.  
If your notebook has both a pointing stick and a TouchPad, be sure  
the notebook is set to respond to the TouchPad.  
Clean the TouchPad with a damp cloth, then wipe it dry.  
Adjust the TouchPad sensitivity settings. On some models, these  
settings are accessible through the operating system mouse window.  
Refer to your model-specific documentation for information about  
any additional TouchPad settings.  
Restart the notebook.  
External mouse does not work  
Make sure the mouse is securely connected to the system and that  
the correct drivers are installed.  
Clean the mouse.  
2–26  
Troubleshooting  
 
         
Problems and Solutions  
PS/2 scroll mouse does not work  
On some models the internal pointing device (pointing stick or  
TouchPad) must be disabled before the scroll feature on an optional  
external mouse can be supported. Some of these models include a  
utility, often called the Setup utility, in which you can set the system  
to disable the internal pointing device when an optional mouse is  
in use.  
Disconnect the scroll mouse, initiate Standby, then reconnect the  
scroll mouse. (To resume use of the TouchPad on some models, you  
must initiate Standby or shut down the notebook, then disconnect the  
scroll mouse.)  
USB keyboard or pointing device  
does not work  
Refer to your model-specific documentation for information about  
USB legacy support.  
Troubleshooting  
2–27  
 
       
Problems and Solutions  
Memory Problems  
This section discusses problems you may encounter with RAM (Random  
Access Memory). For information about solving problems you may  
encounter while using an SD (Secure Digital) Card, MMC (multimedia  
card), CompactFlash card, Smart Media Card, or other digital memory  
card, see the “Digital Memory Card or Memory Stick problems” section.  
Insufficient memory message is displayed  
Close one or more applications.  
Restart the notebook.  
New memory module does not increase  
memory  
Restart the notebook after the installation is complete.  
Review the memory module installation instructions in your  
model-specific documentation. The module may be incompatible  
with your notebook or be incorrectly installed.  
New memory module affects startup  
If the notebook will not start up after you have installed a new memory  
module, remove the memory module; it may be incompatible with your  
notebook. Review the memory module specifications in your  
model-specific documentation.  
2–28  
Troubleshooting  
 
             
Problems and Solutions  
Modem Problems  
See also the “Internet Problems” section.  
No dial tone is audible  
Verify that the modem cable is securely connected to the telephone  
wall jack and to the RJ-11 jack on the notebook or port replicator.  
Verify that the telephone wall jack is functional by plugging a  
telephone into the wall jack. If you do not hear a dial tone on  
the telephone, connect the modem to another wall jack or contact  
your telephone service provider.  
Verify that no other modem or telephone is using the telephone line.  
(An extension telephone that has not been hung up may be causing  
the problem.)  
Verify that the correct dialing mode (tone or pulse) is selected.  
Verify that the modem is connected to an analog, not a digital,  
telephone line. A line described as a PBX line is usually a digital line.  
A telephone line described as a data line, fax machine line, modem  
line, or standard telephone line is probably an analog line.  
If you are not in your home country, refer to the section of your  
notebook documentation that provides instructions for using the  
modem internationally. The instructions may be in your  
model-specific documentation or in a Modem and Networking guide.  
Modem does not dial correctly  
Verify that you are dialing the correct number.  
Dial the number with a telephone. If you hear a busy signal, dial the  
number with the modem at a later time.  
Troubleshooting  
2–29  
 
               
Problems and Solutions  
Verify that you are dialing all necessary prefixes, such as outside line,  
long distance, or country codes.  
Disable the call waiting feature before dialing. To obtain the disable  
call waiting code for your dialing area, contact your local telephone  
service provider.  
If you are not in your home country, refer to the section of your  
notebook documentation that provides instructions for using  
the modem internationally. The instructions may be in your  
model-specific documentation or in a Modem and Networking guide.  
Modem dials correctly but does not connect  
Verify that the modem is connected to an analog, not a digital,  
telephone line. A line described as a PBX line is usually a digital line.  
A telephone line described as a data line, fax machine line, modem  
line, or standard telephone line is probably an analog line.  
Connect the modem to a different telephone wall jack.  
Modem sounds are not audible  
Press the volume button to increase volume.  
Double-click the speaker icon on the taskbar, then clear the Mute All  
check box.  
Press the mute button on the notebook and verify that the mute light is  
off. (Sound should be audible when the mute light is off.)  
Verify that no headset, external speakers, or headphones are  
connected to the notebook. These devices disable the internal  
speakers. If one of these devices is connected to the notebook, either  
use the device or disconnect the device.  
Adjust the modem volume in your operating system or optional  
modem software.  
2–30  
Troubleshooting  
 
         
Problems and Solutions  
Modem does not connect at highest speed  
Ask your telephone service provider to check your telephone line for  
excessive static or noise. You may need to request a line filter.  
Meanwhile, connect the modem to another telephone line. Poor line  
conditions at the remote number can also slow transmission speed.  
Verify that no other modem or telephone is using the telephone line.  
(An extension telephone that has not been hung up may be causing  
the problem.)  
Characters are garbled or transfer rates  
are slow  
Ask your telephone service provider to check your telephone line for  
excessive static or noise. You may need to request a line filter. Meanwhile,  
connect the modem to another telephone line. (Poor line conditions at the  
remote number can also slow transmission speed.)  
Modem loses connection  
Disable the call waiting feature before dialing. To obtain information  
about disabling call waiting and to obtain the disable call waiting  
code for your dialing area, contact your local telephone service  
provider.  
Verify that no other modem or telephone is using the telephone line.  
(An extension telephone that has not been hung up may be causing  
the problem.)  
Ask your service provider if idle time on the line terminates a  
connection.  
Troubleshooting  
2–31  
 
         
Problems and Solutions  
If the notebook has reached a low-battery condition:  
1. Connect the notebook to external power.  
2. Restart the communications software application.  
3. Replace or recharge the battery pack before again using the  
modem while the notebook is running on battery power.  
Update your modem software. For instructions, refer to the software  
update section of your model-specific documentation.  
Fax transmissions do not work  
Close any other open communication software applications.  
Verify that you are using the correct printer driver.  
If the fax software is set to Class 2, try changing the setting to Class 1.  
Message reports excessive line current  
Verify that the modem is connected to an analog, not a digital, telephone  
line. A line described as a PBX line is usually a digital line. A telephone  
line described as a data line, fax machine line, modem line, or standard  
telephone line is probably an analog line.  
2–32  
Troubleshooting  
 
           
Problems and Solutions  
Network Problems  
Notebook cannot connect to the network  
For information about the network status indicator(s) on  
your notebook, refer to your model-specific documentation.  
Verify that the network cable is a Category 5 (CAT-5) twisted-pair  
cable.  
Verify that one end of the network cable is securely plugged into  
the RJ-45 (network) jack on your system and that the other end of the  
cable is securely connected to an Ethernet network wall jack (not to  
a digital telephone wall jack or other similar-looking wall jack).  
Try connecting to a different Ethernet network wall jack that you  
know is functioning correctly.  
If you are plugging directly into a hub or switch, make sure the hub or  
switch is turned on and that you are not plugging into the uplink port.  
Connection occurs, but network seems  
inactive  
Using the Device Manager utility in your operating system, verify  
that the network adapter device driver is properly installed.  
Verify that the TCP/IP or other required networking protocol is bound  
to the network adapter and properly configured.  
Verify that you are using a valid address for your network. For  
network address information, contact your network administrator.  
Verify that the network resource you are trying to reach is on and  
connected to the network.  
Troubleshooting  
2–33  
 
                       
Problems and Solutions  
Verify that an Ethernet LAN adapter is selected in the Network  
Properties window of your operating system.  
If you are using a software or hardware firewall, make sure that it is  
properly configured.  
Some network resources are not available  
Verify that you have logged onto the network with the credentials  
required to access the resources. For credential and logon  
information, contact your network administrator.  
Verify that the application you are using, for example, your email or  
Web browser application, is functioning properly.  
To determine whether your notebook must be a member of a  
Windows domain in order to use the resources, contact your network  
administrator.  
Network connection is slow  
Verify that your network adapter is configured for the speed and duplex  
required by your network. For information about the requirements of your  
network, contact your network administrator.  
No computers found in Network  
Neighborhood or Network Places  
Verify the network adapter connection to the network.  
If you are part of a Windows workgroup, verify that the workgroup  
name is correct.  
If you are part of a Windows domain, verify that the domain name is  
correct and that you are logged into the correct domain.  
2–34  
Troubleshooting  
 
                 
Problems and Solutions  
PC Card problems  
PC Card alerts are not audible  
Enable PC Card alerts in the power management section of your  
operating system software.  
Press the volume button to increase volume.  
Double-click the speaker icon on the taskbar, then clear the Mute All  
check box.  
Press the mute button on the notebook and verify that the mute light  
is off. (Sound should be audible when the mute light is off.)  
Verify that no headset, external speakers, or headphones are  
connected to the notebook. These devices mute the internal speakers.  
If one of these devices is connected to the notebook, use or  
disconnect it.  
PC Card does not work and alerts are not  
audible  
Verify that the card is inserted label side up.  
Verify that the PC Card is configured correctly. For configuration  
information, refer to the PC Card documentation. Additional PC Card  
configuration information is provided in the model-specific  
documentation included with some models.  
Verify that the PC Card is functioning correctly by trying the card in  
another notebook.  
If you are trying to access a storage PC Card:  
Verify that you are using the correct drive designation.  
Verify that the PC Card is correctly formatted. For formatting  
instructions, refer to the PC Card documentation.  
Troubleshooting  
2–35  
 
             
Problems and Solutions  
Notebook does not recognize a PC Card  
Remove, then reinsert, the PC Card.  
Restart the notebook.  
Verify that the PC Card is functioning correctly by trying the card in  
another notebook.  
If you are using a zoomed video PC Card, refer to your  
model-specific documentation to determine whether your notebook  
supports zoomed video.  
If the card requires an IRQ (Interrupt ReQuest), make sure one is  
available.  
Network PC Card stops communicating  
The card may have been reset when Standby was initiated or when the  
notebook was shut down. To reset the card, close all open applications,  
then remove and reinsert the card.  
PC Card modem is not working  
Disable the internal modem as instructed in your operating system online  
Help or printed documentation.  
2–36  
Troubleshooting  
 
             
Problems and Solutions  
Television problems  
S-Video jack has 7 pins  
The S-Video jack on some notebooks is a 7-pin jack. In some regions,  
standard S-Video cables have 4-pin connectors. A 4-pin S-Video cable  
can be used in a 7-pin S-Video jack.  
For information about whether to use an S-Video to S-Video cable or  
another type of cable, such as S-Video to Scart, refer to your television  
documentation.  
Television is blank  
Tap or move the pointing device (TouchPad, pointing stick, or  
optional external mouse).  
Resume from Standby or exit Hibernation.  
If the notebook is extremely warm or cold, allow it to reach room  
temperature.  
Switch the image to the television. For instructions:  
Refer to your model-specific documentation.  
Some models have a hotkey that switches the image among  
the notebook display and optional external devices such as  
monitors or televisions.  
Some models have settings in the Setup utility that affect  
display locations. For example, on some models you can  
open the Setup utility as instructed in your model-specific  
documentation, then select System Devices menu > Video  
Display Device item > Both setting.  
Refer to your operating system online Help or printed  
documentation. Some operating systems have Extended Desktop  
features that affect the location of the display.  
Make sure TV out is enabled on your notebook. For instructions, refer  
to your operating system online Help or printed documentation.  
Troubleshooting  
2–37  
 
                   
Problems and Solutions  
Temperature Problems  
Use the notebook only within the temperature ranges  
provided in the specifications section of your model-specific  
documentation.  
Notebook feels abnormally hot  
Allow the notebook to cool down, then resume your work. Whenever  
you use the notebook, make sure that all vents are clear of  
obstructions. Soft surfaces (such as bedding, upholstery, carpeting, or  
thick clothing) or hard surfaces (such as an adjoining printer) may  
block the vents and cause overheating.  
Close all games and applications that you are not using.  
Battery pack is warm after charging  
No action is required. Warming occurs naturally during charging.  
2–38  
Troubleshooting  
 
       
Problems and Solutions  
USB Problems  
USB device does not work  
If the device requires external power, be sure that it is plugged  
securely into an electrical outlet as well as into a USB connector on  
the notebook.  
Verify that the device is functioning properly by connecting it to a  
USB connector on another system.  
Verify with the device manufacturer that you are using the correct  
driver(s).  
Use the Device Manager utility in your operating system to check for  
and resolve any resource conflicts.  
USB device does not work during startup  
Refer to your model-specific documentation for information about USB  
legacy support. (USB legacy support enables a USB device, such as an  
optional external keyboard or mouse, to function during startup, before  
Windows loads.)  
Troubleshooting  
2–39  
 
               
Problems and Solutions  
Wireless LAN (WLAN) Device Problems  
See also the “Internet Problems” section.  
Notebook cannot connect to wireless network  
Verify that the wireless device is turned on. On most models, a light  
turns on or changes color when the device is turned on. For more  
information about turning a wireless LAN device on and off and  
about using the wireless LAN device indicator on your notebook,  
refer to your model-specific documentation.  
Verify that the antenna(s) are free from obstructions. For information  
about the number and location of antennas on your notebook refer to  
your model-specific documentation.  
Verify that you are within optimal range of an access point (for an  
infrastructure connection) or another wireless-equipped computer  
(for an ad hoc connection).  
Use the Device Manager utility in your operating system to verify that  
the correct wireless LAN device driver is loaded and functioning  
properly.  
Verify that you are using the correct SSID.  
Verify that the wireless encryption settings are correct.  
If you are trying to connect to an ad hoc network, ensure that the  
channel settings are correct.  
Consider that wireless LAN performance may be affected by the  
following factors:  
Type and thickness of building construction materials (brick,  
steel, concrete, glass, etc.)  
Nearby electronic and communications equipment and HVAC  
system.  
2–40  
Troubleshooting  
 
           
Problems and Solutions  
People or objects moving into the range of the antenna and  
access point.  
The number of users connecting at one time in a single area to a  
single access point.  
The concentration of access points within an area.  
Channel utilization.  
Notebook cannot access network resources  
If you are logging on to a wireless network via an access point but  
your notebook cannot connect to network resources, your notebook  
may not have been assigned an IP address. You may have to release  
and renew your network IP address at the command prompt using the  
ipconfig commands release and renew.  
Verify that the wireless encryption settings are correct.  
Connection breaks after 3 minutes  
If Windows XP Service Pack 1 is installed on your notebook, your  
wireless LAN device authentication is enabled by default. Enabled  
wireless LAN device authentication requires that an authentication  
server exist on the network in order for a wireless LAN device to gain  
access to the network. If the wireless LAN device on your notebook has  
wireless LAN device authentication enabled and an authentication server  
does not exist on the network, then the wireless connection will be lost  
every 3 minutes.  
If your network does not require wireless LAN device authentication, you  
can avoid network disconnections by disabling the wireless LAN device  
authentication on your notebook. To disable wireless LAN device  
authentication:  
1. Select Start > Control Panel > Network Connections.  
2. Right-click the wireless connection, then select Properties.  
3. Select the Wireless Networks tab.  
Troubleshooting  
2–41  
 
       
Problems and Solutions  
4. Select the network name in the Preferred Networks window, then  
select Properties.  
5. Select the Authentication tab.  
6. Make sure the check box for authentication is cleared.  
7. Select Apply, then select OK.  
Notebook cannot connect to Internet when  
WEP is enabled on the access point  
The Windows XP Service Pack 1 changes the numbering of the WEP  
(Wireless Encryption Protocol) key index from the numbering assigned to  
the key in the original release of Windows XP. In the original (XP Gold)  
release, the index keys are numbered 0 through 3. Windows XP Service  
Pack 1 (SP1) changes the numbering of the index keys to 1 through 4.  
As a result, if you were using WEP key 1 on a client with Windows  
XP Gold, you would need to use WEP key 2 with the same client under  
Windows XP SP1.  
Rate indication in the Connection Status  
fluctuates  
If the rate indication in the Connection Status fluctuates even though the  
unit is stationary, no action may be necessary.  
The algorithm for data rate determination checks the data packet by  
packet and adjusts the data rate for current conditions. Lost or corrupted  
packets will cause the data rate to fall back, and subsequent good packets  
will cause the rate to increase.  
Packets can be lost or corrupted by over-the-air disturbances. For  
example, in an office environment, other transmissions from other  
WLANs may cause disturbances. In a home environment, disturbances  
may be caused by microwave ovens or cordless telephones.  
Some WLAN cards do not update their rate indications and may not  
display the actual connection rate.  
2–42  
Troubleshooting  
 
     
Problems and Solutions  
Throughput and connection range vary  
If there are large variations in throughput and range even when equipment  
is stationary, the cause may be nearby sources of radio frequency  
interference. WLAN radios operate in unlicensed frequency bands where  
many other sorts of radio devices may also operate. Such radio devices  
may severely impact performance of the WLAN. Devices which may  
cause interference include cordless telephones, microwave ovens, and  
Bluetooth radio devices.  
If the problem is due to a cordless telephone, either the telephone or the  
WLAN device can be moved to another frequency in the band for  
improved performance. For channel changing instructions, refer to your  
telephone or WLAN device documentation.  
Notebook cannot detect a Bluetooth device  
Verify that the Bluetooth device is turned on.  
Some Bluetooth phones must be set for detection and may be  
detectable by other devices for only a short time.  
On most notebooks, the device configuration is available in the  
Entire Bluetooth Neighborhood. For more information, refer to  
the documentation included with the Bluetooth device.  
Refresh the list of Bluetooth devices as instructed in your Bluetooth  
documentation.  
Verify that:  
The Bluetooth search for devices is active.  
Device responses to the Bluetooth search are not filtered.  
Troubleshooting  
2–43  
 
     
1394 connector 2–17  
applications  
accessing Help 1–7  
See also software  
A
AC adapter  
connecting 1–2  
light 1–2  
replacing 2–5  
when to use 1–6, 2–11  
adapter  
B
digital media (CompactFlash  
cards, Memory Sticks,  
MMCs, etc.) 2–13  
Ethernet LAN 2–34  
FireWire (IEEE 1394) 2–17  
network 2–33  
battery pack  
basic troubleshooting 1–2  
airflow 1–3, 2–38  
alerts, audible  
new 2–6  
status indicators 2–4, 2–6  
storage 2–7  
digital media (CompactFlash  
MMCs, etc.) 2–14  
drive 2–10  
low-battery 2–4  
memory card 2–14  
PC Card 2–35  
baud rate 2–21  
bay, drive 2–9  
Bluetooth 2–43  
boot device 2–10, 2–20  
boot order 2–20  
analog vs. digital telephone lines  
2–29  
antivirus software 1–5  
brightness, screen 2–16  
Troubleshooting  
Index–1  
 
 
Index  
button(s)  
codes, error  
Easy Access 2–23  
mute 2–2  
power, resetting notebook with  
1–3  
power, resuming from  
Hibernation 1–2  
power, vs. power switch 2–1  
Quick Launch 2–23  
volume 2–2  
CompactFlash card 2–6, 2–13  
connector  
FireWire (IEEE 1394) 2–17  
customer support  
C
cable  
modem 2–29  
network 2–33  
S-Video 2–37  
call waiting 2–30  
camcorder 2–15, 2–37  
card  
D
CompactFlash 2–13  
digital 2–14  
MMC (multimedia) 2–13  
PC 2–35  
SD (Secure Digital) 2–13  
Smart 2–13  
device(s), external  
affecting internal speakers 2–2  
headphones, headset 2–2, 2–22  
keypad 2–25  
CD(s)  
affecting battery pack run time  
2–6  
affecting Hibernation, Standby  
2–7  
drives which support 2–10  
inserting 2–10  
problems and solutions 2–9  
restoration 1–6  
dialing mode 2–29  
digital media (CompactFlash  
cards, Memory Sticks, MMCs,  
etc.) 2–13  
single-sided 2–10  
starting from 2–10  
cell phone 2–22  
digital vs. analog telephone lines  
2–29  
Index–2  
Troubleshooting  
 
Index  
display  
affected by Hibernation,  
Standby 2–15, 2–37  
problems and solutions 2–15  
switching image 2–15, 2–37  
1–8  
headphones, headset 2–2, 2–22  
keypad 2–25  
microphone 2–2  
DOS mode 2–2, 2–18  
drive bay 2–9  
DriveLock 2–19  
firewalls 2–34  
DVD  
affecting battery pack run time  
2–6  
double-sided 2–11  
drives which support 2–10  
formats (standard and wide  
screen) 2–11  
digital media 2–13  
DVD (standard and wide  
inserting 2–10  
problems and solutions 2–9  
region error code 2–10, 2–12  
single-sided 2–10  
G
games  
starting from 2–10  
problems and solutions 2–18  
E
Easy Access buttons 2–23  
electrical outlets 1–2  
embedded numeric keypad 2–24  
emergency shut down procedures  
1–3  
H
primary vs. secondary 2–19  
replacing 2–19  
error code(s)  
DVD regional 2–10, 2–12  
error message(s)  
headphones, headset  
affecting infrared transmission  
2–22  
affecting internal speakers 2–2  
heat, excessive  
insufficient memory 2–28  
low-battery 2–4  
external device(s)  
accessing help 1–7  
affecting internal speakers 2–2  
basic troubleshooting 1–3  
Troubleshooting  
Index–3  
 
Index  
indications 2–3  
problems and solutions 2–38  
Hibernation  
IRQ, PC Card 2–36  
affecting CD or DVD play  
2–12  
affecting display 2–15, 2–37  
affecting drive insertion 2–9  
enabling 2–4  
restoring from 1–2  
system-initiated 2–3  
timeouts 2–8  
J
jack  
RJ-11 2–29  
S-Video 2–37  
K
hotkeys  
keyboard, external  
image switching 2–15, 2–37  
screen brightness 2–16  
using on external keyboard  
2–25  
keyboard, internal  
keypad  
HP Information Center 1–7  
HP Web site 1–8  
I
IDM slot 2–13  
L
light  
IEEE 1394 connector 2–17  
infrared transmission  
affected by Standby 2–22  
affected by wireless device  
2–22  
2–22  
cleaning lenses 2–22  
light(s)  
positioning devices 2–22  
problems and solutions 2–21  
software settings 2–21  
Integrated Digital Media slot 2–13  
Integrated Memory Reader 2–13  
Internet  
audio 2–2  
battery 1–2, 2–4, 2–6  
power indicator 1–2  
wireless LAN device 2–40  
lockup 1–3  
Easy Access buttons 2–23  
problems and solutions 2–23  
Index–4  
Troubleshooting  
 
Index  
displaying image on 2–15  
M
media  
CDs and DVDs 2–9  
digital 2–13  
memory  
affecting pointing stick 2–26  
module 2–28  
problems and solutions 2–28  
memory card  
MS-DOS mode 2–2, 2–18  
configuring 2–14  
inserting 2–14  
N
Memory Stick 2–13  
microphone  
network  
address 2–33  
duplex 2–34  
jacks 2–33  
external 2–2  
internal 2–2  
Microsoft Windows XP Service  
Pack 1 2–41  
model-specific guides 1–8, 2–1  
modem  
cable 2–29  
connection quality 2–31  
connection speed 2–31  
dialing mode (tone or pulse)  
2–29  
disabling call waiting 2–30  
excessive line current 2–32  
fax transmission 2–32  
jacks 2–29  
line filter 2–31  
line, selecting 2–29  
PC Card 2–36  
problems and solutions 2–29  
volume 2–30  
numeric keypad, internal 2–24  
O
operating system  
affecting sound 2–2, 2–18  
Device Manager 2–9, 2–17,  
2–39  
Extended Desktop 2–15, 2–37  
freeing all resources 2–11  
Help files 1–7  
See also Internet  
monitor, external  
basic troubleshooting 1–4  
Troubleshooting  
Index–5  
 
Index  
Power Scheme 2–11  
registration number 1–9  
reinstalling 1–6  
phone numbers, customer support  
pointing device  
setting preferences 2–24  
retail version 2–9  
version number 1–9  
viruses 1–5  
Windows workgroup 2–34  
Windows XP Service Pack 1  
2–41  
optical drives  
port replicator  
media supported by 2–10  
problems and solutions 2–9  
outlets, electrical 1–2  
overheating  
affecting modem connection  
1–6  
basic troubleshooting 1–3  
battery pack 2–5  
affecting startup 2–10, 2–20  
port(s)  
indications 2–3  
preventing 2–38  
P
parallel connector 1–4  
parity conflict 2–21  
passwords  
DriveLock 2–19  
for service providers 1–10  
PC Card  
turning on the notebook 1–2,  
2–3  
affected by Standby 2–36  
configuring 2–35  
inserting 2–35  
IRQ 2–36  
modem 2–36  
problems and solutions 2–35  
storage 2–14, 2–35  
zoomed video 2–36  
power button  
resetting notebook with 1–3  
restoring from Hibernation 1–2  
vs. power switch 2–1  
power cord 1–2  
power switch  
resetting notebook with 1–3  
Index–6  
Troubleshooting  
 
Index  
restoring from Hibernation  
with 1–2  
slot  
vs. power button 2–1  
primary hard drive 2–19  
PS/2 scroll mouse 2–27  
pulse dialing mode 2–29  
memory 2–28  
Memory Stick 2–13  
software  
Q
Quick Launch buttons 2–23  
Quick Solutions Checklist 1–2  
DriveLock 2–19  
R
Reader, Integrated Memory 2–13  
region error code, DVD 2–10,  
2–12  
reset (emergency shutdown) 1–3  
resuming from Standby 1–2  
ROM, system  
firewall 2–34  
Network Neighborhood 2–34  
sound recording 2–2  
Windows XP Service Pack 1  
2–41  
affecting optical drive 2–9  
external device requirements  
1–4  
updating 2–1  
speakers  
internal 2–2  
S
scan, virus 1–5  
Scart 2–37  
screen. See display; monitor,  
external  
memory module 2–3  
Standby  
scroll problems and solutions 2–27  
SD Card 2–13  
secondary hard drive 2–19  
Service Pack 1, Windows XP 2–41  
service providers 1–10  
shutdown  
affected by CD or DVD 2–12  
affected by drive media 2–7,  
2–12  
affecting display 2–15, 2–37  
affecting drive insertion 2–9  
affecting infrared transmission  
2–22  
procedures 1–3  
system initiated 2–3  
Troubleshooting  
Index–7  
 
Index  
affecting PC Card 2–36  
resuming from 1–2  
system initiated 2–3  
U
startup  
legacy support 2–27, 2–39  
problems and solutions 2–39  
procedures 1–2, 2–3  
sequence (boot order) 2–20  
stop byte 2–21  
sunlight, affecting infrared  
transmission 2–22  
support, customer 1–9  
S-Video 2–37  
accessing help 1–7  
vent(s) 1–3, 2–38  
viruses, computer 1–5  
volume, controlling 2–2  
switch  
power, resetting notebook with  
1–3  
power, restoring from  
Hibernation with 1–2  
power, vs. power button 2–1  
system lockup 1–3  
W
Windows XP Service Pack 1 2–41  
ad hoc connection 2–40  
Bluetooth 2–43  
T
telephone numbers, customer  
support 1–10  
television  
driver 2–40  
IP address 2–41  
2–41  
status indicators 2–40  
See also Internet  
displaying image on 2–37  
enabling display 2–37  
temperature  
battery pack 2–5  
overheating, basic  
troubleshooting 1–3  
overheating, indications 2–3  
problems and solutions 2–38  
tone dialing mode 2–29  
TouchPad  
Worldwide Telephone Numbers  
booklet 1–10  
pointer movement 2–25  
problems and solutions 2–26  
turning on the notebook 1–2, 2–3  
Index–8  
Troubleshooting  
 

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