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HP Point of Sale rp5000 Troubleshooting Manual
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HP Point of Sale rp5000 Troubleshooting Manual

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See also: Setup Manual , Network Manual
Troubleshooting Guide
HP Point of Sale System rp5000
Document Part Number: 337854-002
June 2005
This guide provides helpful hints and solutions for troubleshooting
the above product as well as scenarios for possible hardware and
software problems.

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  • Page 1 Troubleshooting Guide HP Point of Sale System rp5000 Document Part Number: 337854-002 June 2005 This guide provides helpful hints and solutions for troubleshooting the above product as well as scenarios for possible hardware and software problems.
  • Page 2 This document contains proprietary information that is protected by copyright. No part of this document may be photocopied, reproduced, or translated to another language without the prior written consent of Hewlett-Packard Company. Å...

  • Page 3: Table Of Contents

    Contents 1 Computer Diagnostic Features Diagnostics for Windows ..........1–1 Detecting Diagnostics for Windows .
  • Page 4 Contents Solving Memory Problems ..........2–32 Solving Processor Problems .

  • Page 5: Computer Diagnostic Features

    Computer Diagnostic Features Diagnostics for Windows The Diagnostics for Windows® utility allows you to view information about the hardware and software configuration of the computer while running Windows XP Professional. It also allows you to perform hardware and software tests on the subsystems of the computer.

  • Page 6: Detecting Diagnostics For Windows

    Computer Diagnostic Features Detecting Diagnostics for Windows ✎ Some computers ship with Diagnostics for Windows preloaded, but not preinstalled. You may have installed it earlier, along with other utilities, or it may have been installed by another user. To determine whether Diagnostics for Windows is installed: 1.

  • Page 7: Installing Diagnostics For Windows

    Computer Diagnostic Features Installing Diagnostics for Windows ✎ If Diagnostics for Windows is not preloaded, you can download the Diagnostics for Windows SoftPaq from the following Web site: www.hp.com/support The following operation is required only if the diagnostics program software has been loaded on the hard drive but not installed. 1.

  • Page 8: Using Categories In Diagnostics For Windows

    Computer Diagnostic Features Using Categories in Diagnostics for Windows To use the categories do the following: 1. Click Start > HP Information Center > Diagnostics for Windows. You can also click the Diagnostics for Windows icon, located in the Control Panel. The screen displays the overview of the computer hardware and software.
  • Page 9 Computer Diagnostic Features Menu Bar—File, Categories, Navigation, Level, Tab, Help At the top of the Diagnostics for Windows screen is the Menu Bar consisting of six pull-down menus: ■ File—Save As, Print, Printer Setup, Exit ■ Categories—See the list of categories in the following section ■...

  • Page 10: Running Diagnostic Tests In Diagnostics For Windows

    Computer Diagnostic Features Tabs—Overview, Test, Status, Log, Error Below the Tool Bar are five tabs: ■ Overview—The Overview window displays general overview information about the computer. This is the window that is displayed when you first start the utility. The left side of the window shows hardware information, and the right side of the window shows software information.
  • Page 11 Computer Diagnostic Features 3. Select one of the following options: ❏ Quick Test—Runs a quick, general test on each device. Requires no user intervention if Unattended Mode is selected. ❏ Complete Test—Runs maximum testing of each device. The user can select Interactive Mode or Unattended Mode. ❏...
  • Page 12 Computer Diagnostic Features 6. To view a test report, click a tab: ❏ The Status tab summarizes the tests run, passed, and failed during the current testing session. ❏ The Log tab lists tests run on the system, the numbers of times each test has run, the number of errors found on each test, and the total run time of each test.

  • Page 13: Configuration Record

    Computer Diagnostic Features Configuration Record The Configuration Record utility is a windows-based information-gathering tool similar to other management tools. It gathers critical hardware and software information from various computer subsystems to give a complete view of the computer. Configuration Record provides a means for automatically identifying and comparing configuration changes, and has the ability to maintain a configuration history.

  • Page 14: Installing Configuration Record

    Computer Diagnostic Features Installing Configuration Record The Configuration Record is part of Diagnostics for Windows. Whenever you install Diagnostics for Windows, the Configuration Record is also installed. Running Configuration Record To run this program: 1. Click Start > HP Information Center > Configuration Record.

  • Page 15: Remote Diagnostics Enabling Agent

    Computer Diagnostic Features Remote Diagnostics Enabling Agent This utility was developed to allow faster resolution of problems without having to visit a site and take the computer offline and to assist in maximizing computer availability. The information obtained by the utility is useful in troubleshooting computer problems, and streamlines the service process by enabling quick and easy identification of computer problems.

  • Page 16: Installing Or Upgrading Remote Diagnostics Enabling Agent

    Computer Diagnostic Features Installing or Upgrading Remote Diagnostics Enabling Agent To install or upgrade an existing version of Remote Diagnostics www.hp.com/support Enabling Agent, visit then locate and download the latest Remote Diagnostics Enabling Agent SoftPaq. Running Remote Diagnostics Enabling Agent 1.

  • Page 17: Troubleshooting Without Diagnostics

    Troubleshooting Without Diagnostics This chapter provides information on how to identify and correct minor problems, such as diskette drive, hard drive, optical drive, graphics, audio, memory, and software problems. If you encounter problems with the computer, refer to the tables in this chapter for probable causes and recommended solutions.

  • Page 18: Before You Call For Technical Support

    Troubleshooting Without Diagnostics Before You Call for Technical Support If you are having problems with the computer, try the following solutions before calling for technical support. ■ Run the Diagnostics for Windows utility. Refer to Chapter 1, “Computer Diagnostic Features” for more information.

  • Page 19: Helpful Hints

    Troubleshooting Without Diagnostics ■ Remove any software that was recently installed. ■ Run the Restore Plus! CD. ✎ For sales information and warranty upgrades (HP Care Pack), call an authorized service provider or dealer. Helpful Hints If you encounter some minor problems with the computer, monitor, or software, see the following list of general suggestions before taking further action: ■...
  • Page 20 Troubleshooting Without Diagnostics the power cord, wait a few seconds, then plug it in again. The computer will restart if automatic start on power loss is set in the BIOS. If it does not restart, press the power button to start the computer.

  • Page 21: Solving General Problems

    Troubleshooting Without Diagnostics Solving General Problems You may be able to easily resolve the general problems described in this section. If a problem persists and you are unable to resolve it yourself or if you feel uncomfortable about performing the operation, contact an authorized dealer or reseller.
  • Page 22 Troubleshooting Without Diagnostics Solving General Problems (Continued) Problem Cause Solution Poor performance is Processor is hot. 1. Make sure the airflow to the experienced. computer is not blocked. 2. Make sure the fans are connected and working properly (some fans only operate when needed).
  • Page 23 Troubleshooting Without Diagnostics Solving General Problems (Continued) Problem Cause Solution System does not power System unable to power Press and hold the power button for on and the LEDs on the less than 4 seconds. If the hard drive front of the computer LED turns green, then: are not flashing.

  • Page 24: Solving Power Supply Problems

    Troubleshooting Without Diagnostics Solving Power Supply Problems Solving Power Supply Problems Problem Cause Solution Power supply shuts down Voltage selector switch Select the proper AC voltage using intermittently. on rear of computer the selector switch. chassis not switched to correct line voltage (115V or 230V).
  • Page 25 Troubleshooting Without Diagnostics Solving Power Supply Problems (Continued) Problem Cause Solution Power LED flashes Red four Power failure (power 1. Check that the voltage selector, times, once every second, supply is overloaded). located on the rear of the followed by a two-second power supply, is set to the pause.
  • Page 26 Troubleshooting Without Diagnostics Solving Power Supply Problems (Continued) Problem Cause Solution System does not power on System unable to power Press and hold the power button for and LEDs are not flashing. less than 4 seconds. If the hard drive LED turns green, then: 1.
  • Page 27 Troubleshooting Without Diagnostics Solving Power Supply Problems (Continued) Problem Cause Solution System does not power on System unable to power Press and hold the power button for and LEDs are not flashing. less than 4 seconds. If the hard drive LED does not turn on green (continued) (continued) then: (continued)

  • Page 28: Solving Diskette Problems

    Troubleshooting Without Diagnostics Solving Diskette Problems Common causes and solutions for diskette problems are listed in the following table. ✎ You may need to reconfigure the computer when you add or remove hardware, such as an additional diskette drive. See “Solving Hardware Installation Problems”...
  • Page 29 Troubleshooting Without Diagnostics Solving Diskette Problems (Continued) Problem Cause Solution Diskette drive cannot write Diskette write control is Use Computer Setup to check the to a diskette. (continued) enabled. storage security feature disabled settings. Diskette is damaged. Replace the damaged disk. Cannot format diskette.
  • Page 30 Troubleshooting Without Diagnostics Solving Diskette Problems (Continued) Problem Cause Solution “Invalid system disk” A diskette that does not When drive activity stops, remove message is displayed. contain the system files the diskette and press the needed to start the Spacebar. The computer should computer has been start up.

  • Page 31: Solving Hard Drive Problems

    Troubleshooting Without Diagnostics Solving Hard Drive Problems Solving Hard Drive Problems Problem Cause Solution Hard drive error occurs. Hard disk has bad Use a utility to locate and block sectors or has failed. usage of bad sectors. If necessary, reformat the hard disk. Disk transaction problem.
  • Page 32 Troubleshooting Without Diagnostics Solving Hard Drive Problems (Continued) Problem Cause Solution Nonsystem disk/NTLDR The system is trying to Remove the diskette from the missing message. start from a diskette that diskette drive. is not bootable. The system is trying to Insert a bootable diskette into the start from the hard drive diskette drive and restart the...
  • Page 33 Troubleshooting Without Diagnostics Solving Hard Drive Problems (Continued) Problem Cause Solution Computer seems to be Program in use has Attempt the normal Windows “Shut locked up. stopped responding to Down” procedure. If this fails, press commands. the power button for four or more seconds to turn off the power.

  • Page 34: Solving Display Problems

    Troubleshooting Without Diagnostics Solving Display Problems If you encounter display problems, see the documentation that came with the monitor and to the common causes and solutions listed in the following table. Solving Display Problems Problem Cause Solution Blank screen (no video). Monitor is not turned on Turn on the monitor and check that and the monitor light is...
  • Page 35 Troubleshooting Without Diagnostics Solving Display Problems (Continued) Problem Cause Solution Ä CAUTION: When attempting to resume from standby mode, do not hold down the power button for more than four seconds. Otherwise, the computer will shut down and you will lose your data. Blank screen (no video).
  • Page 36 Troubleshooting Without Diagnostics Solving Display Problems (Continued) Problem Cause Solution Monitor does not function Monitor without energy Disable monitor energy saver properly when used with saver capabilities is feature. energy saver features. being used with energy saver features enabled. Dim characters. The brightness and Adjust the monitor brightness and contrast controls are not...
  • Page 37 Troubleshooting Without Diagnostics Solving Display Problems (Continued) Problem Cause Solution Vibrating or rattling noise Monitor degaussing None. It is normal for the coming from inside a CRT coil has been activated. degaussing coil to be activated monitor when powered on. when the monitor is powered on.

  • Page 38: Solving Audio Problems

    Troubleshooting Without Diagnostics Solving Audio Problems If the computer has audio features and you encounter audio problems, see the common causes and solutions listed in the following table. Solving Audio Problems Problem Cause Solution Sound does not come Software volume control Double-click the Speaker icon on out of the external speakers is turned down.

  • Page 39: Solving Printer Problems

    Troubleshooting Without Diagnostics Solving Printer Problems If you encounter printer problems, see the documentation that came with the printer and to the common causes and solutions listed in the following table. Solving Printer Problems Problem Cause Solution Printer will not print. Printer is not turned on Turn the printer on and make sure it and online.

  • Page 40: Solving Keyboard And Mouse Problems

    Troubleshooting Without Diagnostics Solving Keyboard and Mouse Problems If you encounter keyboard or mouse problems, see the documentation that came with the equipment and to the common causes and solutions listed in the following table. Solving Keyboard Problems Problem Cause Solution Keyboard commands and Keyboard connector...
  • Page 41 Troubleshooting Without Diagnostics Solving Mouse Problems Problem Cause Solution Mouse does not respond to Mouse connector is Shut down the computer using the movement or is too slow. not properly plugged keyboard. into the back of the 1. Press the Ctrl and Esc keys at computer.

  • Page 42: Solving Hardware Installation Problems

    Troubleshooting Without Diagnostics Solving Hardware Installation Problems You may need to reconfigure the computer when you add or remove hardware, such as an additional diskette drive. If you install a plug and play device, Windows XP automatically recognizes the device and configures the computer.
  • Page 43 Troubleshooting Without Diagnostics Solving Hardware Installation Problems (Continued) Problem Cause Solution A new device is not A plug and play board Use Device Manager* to deselect recognized as part of may not automatically the automatic settings for the board the system. (continued) configure when and choose a basic configuration added if the default...
  • Page 44 Troubleshooting Without Diagnostics Solving Hardware Installation Problems (Continued) Problem Cause Solution Power LED flashes Red five Memory is installed 1. Reseat DIMMs. Power on the times, once every second, incorrectly or is bad. system. followed by a two-second 2. Replace DIMMs one at a time to pause, and the computer isolate the faulty module.

  • Page 45: Solving Network Problems

    Troubleshooting Without Diagnostics Solving Network Problems Some common causes and solutions for network problems are listed in the following table. These guidelines do not discuss the process of debugging the network cabling. Solving Network Problems Problem Cause Solution Wake-on-LAN feature is Wake-on-LAN is not Use the Network control not functioning.
  • Page 46 Troubleshooting Without Diagnostics Solving Network Problems (Continued) Problem Cause Solution Diagnostics reports a The cable is not securely Ensure that the cable is securely failure. connected. attached to the network connector and that the other end of the cable is securely attached to the correct device.
  • Page 47 Troubleshooting Without Diagnostics Solving Network Problems (Continued) Problem Cause Solution Network controller The expansion board Under the Computer Setup stopped working when installed is a network card Advanced menu, change the an expansion board was (NIC) and conflicts with resource settings for the board. added to the computer.

  • Page 48: Solving Memory Problems

    Troubleshooting Without Diagnostics Solving Memory Problems If you encounter memory problems, some common causes and solutions are listed in the following table. Ä CAUTION: For those systems that support ECC memory, HP does not support mixing ECC and non-ECC memory. Otherwise, the system will not boot the operating system.

  • Page 49: Solving Processor Problems

    Troubleshooting Without Diagnostics Solving Memory Problems (Continued) Problem Cause Solution Power LED flashes Red five Memory is installed 1. Reseat DIMMs. Power on the times, once every second, incorrectly or is bad. system. followed by a two-second 2. Replace DIMMs one at a time to pause, and the computer isolate the faulty module.

  • Page 50: Solving Cd-Rom And Dvd Problems

    Troubleshooting Without Diagnostics Solving CD-ROM and DVD Problems If you encounter CD-ROM or DVD problems, see the common causes and solutions listed in the following table or to the documentation that came with the optional device. Solving CD-ROM and DVD Problems Problem Cause Solution...
  • Page 51 Troubleshooting Without Diagnostics Solving CD-ROM and DVD Problems (Continued) Problem Cause Solution CD-ROM or DVD-ROM CD or DVD disc is dirty. Clean the CD or DVD with a CD drive cannot read a disc or cleaning kit, available from most takes too long to start.

  • Page 52: Solving Hp Drive Key Problems

    Troubleshooting Without Diagnostics Solving HP Drive Key Problems If you encounter HP Drive Key problems, common causes and solutions are listed in the following table. Solving HP Drive Key Problems Problem Cause Solution HP Drive Key is not seen The drive letter after the Change the default drive letter for as a drive letter in last physical drive is not...

  • Page 53: Solving Software Problems

    Troubleshooting Without Diagnostics Solving Software Problems Most software problems occur as a result of the following: ■ The application was not installed or configured correctly. ■ There is insufficient memory available to run the application. ■ There is a conflict between applications. ■...

  • Page 54: Contacting Customer Support

    Troubleshooting Without Diagnostics Contacting Customer Support For help and service, contact an authorized reseller or dealer. To www.hp.com. locate a reseller or dealer near you, visit ✎ If you take the computer to an authorized reseller, dealer, or service provider for service, remember to provide the setup and power-on passwords if they are set.

  • Page 55: A Post Error Messages

    POST Error Messages This appendix lists the error codes, error messages, and the various indicator light and audible sequences that you may encounter during Power-On Self-Test (POST) or computer restart, the probable source of the problem, and steps you can take to resolve the error condition. POST Message Disabled suppresses most system messages during POST, such as memory count and non-error text messages.

  • Page 56: Post Numeric Codes And Text Messages

    POST Error Messages POST Numeric Codes and Text Messages This section covers those POST errors that have numeric codes associated with them. The section also includes some text messages that may be encountered during POST. ✎ The computer will beep once after a POST text message is displayed on the screen.
  • Page 57 POST Error Messages Numeric Codes and Text Messages (Continued) Code/Message Probable Cause Recommended Action 162-System Options Configuration incorrect. Run Computer Setup. Not Set RTC (real-time clock) Reset the date and time under Control battery may need to Panel. If the problem persists, replace be replaced.
  • Page 58 POST Error Messages Numeric Codes and Text Messages (Continued) Code/Message Probable Cause Recommended Action 201-Memory Error RAM failure. 1. Run Computer Setup or Windows utilities. 2. Ensure memory and continuity modules are installed correctly. 3. Verify proper memory module type. 4.
  • Page 59 POST Error Messages Numeric Codes and Text Messages (Continued) Code/Message Probable Cause Recommended Action 301-Keyboard Error Keyboard failure. 1. Reconnect keyboard with computer turned off. 2. Check connector for bent or missing pins. 3. Ensure that none of the keys are depressed.
  • Page 60 POST Error Messages Numeric Codes and Text Messages (Continued) Code/Message Probable Cause Recommended Action 410-Audio Interrupt IRQ address conflicts Reset the IRQ. Conflict with another device. 411-Network IRQ address conflicts Reset the IRQ. Interface Card with another device. Interrupt Conflict 501-Display Adapter Graphics display 1.
  • Page 61 POST Error Messages Numeric Codes and Text Messages (Continued) Code/Message Probable Cause Recommended Action 605-Diskette Drive Mismatch in drive type. 1. Run Computer Setup. Type Error 2. Disconnect any other diskette controller devices (tape drives). 3. Clear CMOS. (See Appendix B, “Password Security and Resetting CMOS.”) 610-External Storage...
  • Page 62 POST Error Messages Numeric Codes and Text Messages (Continued) Code/Message Probable Cause Recommended Action 1. Ensure that the USB card is installed 920-Powered USB The USB card is not card not detected. installed, the card’s and properly seated. Either USB card is power cable is not 2.
  • Page 63 POST Error Messages Numeric Codes and Text Messages (Continued) Code/Message Probable Cause Recommended Action 1201-System Audio Device IRQ address Reset the IRQ. Address Conflict conflicts with another Detected device. 1202-MIDI Port Device IRQ address Reset the IRQ. Address Conflict conflicts with another Detected device.
  • Page 64 POST Error Messages Numeric Codes and Text Messages (Continued) Code/Message Probable Cause Recommended Action 1782-Disk Controller Hard drive circuitry 1. Run Computer Setup. Failure error. 2. Clear CMOS. (See Appendix B, “Password Security and Resetting CMOS.”) 3. Check cable seating/jumper settings. 4.

  • Page 65: Post Diagnostic Front Panel Leds And Audible Codes

    POST Error Messages POST Diagnostic Front Panel LEDs and Audible Codes This section covers the front panel LED codes as well as the audible codes that may occur before or during POST that do not necessarily have an error code or text message associated with them. ✎...
  • Page 66 POST Error Messages Diagnostic Front Panel LEDs and Audible Codes (Continued) Activity Beeps Possible Cause Recommended Action Computer None Processor thermal 1. Ensure that the computer air vents powered off protection are not blocked and the processor automatically activated: cooling fan is running. and the Red A fan may be 2.
  • Page 67 POST Error Messages Diagnostic Front Panel LEDs and Audible Codes (Continued) Activity Beeps Possible Cause Recommended Action Computer None Processor thermal 1. Ensure that the computer air vents powered off protection are not blocked and the processor automatically activated: cooling fan is running. and the Red A fan may be 2.
  • Page 68 POST Error Messages Diagnostic Front Panel LEDs and Audible Codes (Continued) Activity Beeps Possible Cause Recommended Action Red Power LED None Power failure 1. Check that the voltage selector, flashes four (power supply is located on the rear of the power times, once overloaded).
  • Page 69 POST Error Messages Diagnostic Front Panel LEDs and Audible Codes (Continued) Activity Beeps Possible Cause Recommended Action Red Power LED PCI video card is For systems with a PCI graphics card: flashes six times, not seated properly 1. Reseat the graphics card. Power on once every or is bad, or system the system.
  • Page 70 POST Error Messages Diagnostic Front Panel LEDs and Audible Codes (Continued) Activity Beeps Possible Cause Recommended Action System does not None System unable to Press and hold the power button for less power on and power on. than 4 seconds. If the hard drive LED LEDs are not turns green, then: flashing.

  • Page 71: B Password Security And Resetting Cmos

    Password Security and Resetting CMOS This computer supports security password features, which can be established through the Computer Setup Utilities menu. This computer supports two security password features that are established through the Computer Setup Utilities menu: setup password and power-on password. When you establish only a setup password, any user can access all the information on the computer except Computer Setup.

  • Page 72: Resetting The Password Jumper

    Password Security and Resetting CMOS Resetting the Password Jumper To disable the power-on or setup password features, or to clear the power-on or setup passwords, complete the following steps: 1. Shut down the operating system properly, then turn off the computer and any external devices, and disconnect the power cord from the power outlet.

  • Page 73: Clearing And Resetting Cmos

    Password Security and Resetting CMOS 8. Plug in the computer and turn on power. Allow the operating system to start. This clears the current passwords and disables the password features. 9. To establish new passwords, repeat steps 1 through 4, replace the password jumper on pins 1 and 2, then repeat steps 6 through 8.
  • Page 74 Password Security and Resetting CMOS 3. Remove the computer cover or access panel. Ä CAUTION: Resetting the CMOS jumper will reset CMOS values to factory defaults and will erase any customized information including passwords, asset numbers, and special settings. It is important to back up the computer CMOS settings before resetting them in case they are needed later.

  • Page 75: Using Computer Setup To Reset Cmos

    Password Security and Resetting CMOS Using Computer Setup to Reset CMOS To reset CMOS through Computer Setup, you must first access the Computer Setup Utilities menu. 1. Turn on or restart the computer. If you are in Windows, click Start > Shut Down > Restart the Computer. 2.
  • Page 77 Index audible codes A–11 flashing LEDs A–11 audio problems 2–22 floppy port A–7 Full Boot A–1 battery, real-time clock 2–5 blank screen 2–18 game port A–9 booting options general problems 2–5 Full Boot A–1 Quick Boot A–1 helpful hints 2–3 CD-ROM or DVD problems 2–34 keyboard CMOS...
  • Page 78 Index processor failure code A–4 network problems 2–29 heatsink cable A–7 numeric error codes A–2 solving problems 2–33 thermal protection activated 2–6 optical drive problems 2–34 Quick Boot A–1 parallel port A–5 password Remote Diagnostics Enabling Agent clearing B–1 installing 1–12 features B–1 overview 1–11 power-on B–1...

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