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Troubleshooting
Compaq Notebook Series
Document Part Number: 267644-001
April 2002
This guide gives you steps to troubleshoot minor problems
yourself and obtain support from Compaq. It presents common
problems users may encounter and provides solutions and
resources.
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© 2001 Compaq Information Technologies Group, L.P. Compaq, the Compaq logo, Evo, and Presario are trademarks of Compaq Information Technologies Group, L.P. in the U.S. and/or other countries. Microsoft and Windows are trademarks of Microsoft Corporation in the U.S. and/or other countries. All other product names mentioned herein may be trademarks of their respective companies. Compaq shall not be liable for technical or editorial errors or omissions contained herein. The information is provi
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Contents Solving Common Problems . . . . . . . . . . . . . . . . . . . . . . . 1–1 Quick Solutions Checklist . . . . . . . . . . . . . . . . . . . . 1–2 Using the World Wide Web. . . . . . . . . . . . . . . . . . . . . . . 1–3 Preparing to Call Technical Support . . . . . . . . . . . . . . . . 1–4 Problem Solutions Table . . . . . . . . . . . . . . . . . . . . . . . . . 1–5 Audio Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–5 Battery Problems . . . . . . . . . . .
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1 Problems and Solutions Solving Common Problems Problems that occur while using the notebook may originate with the notebook, the operating system, a software application, or an external device attached to your notebook. This guide is designed to describe solutions to enable you to troubleshoot problems yourself or obtain help from Compaq. For general problems that may originate with the notebook, ■ refer to the “Quick Solutions Checklist” in this guide. For problems that may originate w
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Problems and Solutions Quick Solutions Checklist To shut down a system that is not responding, when Windows ✎ shut down procedures cannot be used, refer to the emergency shut down procedures outlined in the Hardware Guide on this CD. ■ Is adequate power available to the notebook? ❏ If the notebook is connected to an electrical outlet, are the power cord and external AC Adapter cable connections secure? ❏ Is the electrical outlet providing power? ❏ Is the battery pack fully charged? For de
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Problems and Solutions ■ Is the notebook positioned to allow adequate ventilation? To prevent overheating, do not obstruct the vents. Do not allow ✎ a hard surface, such as an adjoining optional printer, or a soft surface, such as carpet or fabric, to block the airflow. ■ Have files been scanned for viruses? ■ Was the notebook shut down through the operating system? Failure to do so can corrupt files. ■ If the problem relates to an external device: ❏ Is the device securely connected? ❏ Is t
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Problems and Solutions For commercial business support, type the following in your Web browser address field: compaq.com/support. If the notebook is not connected to the Internet, refer to the Worldwide Telephone Numbers booklet included with the notebook to contact a support technician or a Compaq authorized dealer, reseller, or service provider. Preparing to Call Technical Support If you cannot solve a problem using the troubleshooting guidelines in this book and need immediate problem
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Problems and Solutions Problem Solutions Table Audio Problems Problem Possible Cause Solution No sound. Volume has been muted Use volume buttons or or turned down. the volume control icon on the taskbar to adjust the volume. Volume has been muted To display the volume and the volume control control icon, refer to the icon is missing from the audio information in the taskbar. Hardware Guide on this CD. Internal speakers External speakers, Use the external produce no sound. headphones,
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Problems and Solutions Audio Problems (Continued) Problem Possible Cause Solution External microphone The wrong jack is being To identify the right jack, does not work. used. refer to the external components information in the Hardware Guide on this CD. The recording source is Select the recording not selected in the source in the software software. application. Refer to the documentation included with the device for more information. The recording level Adjust the recording volume
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Problems and Solutions Battery Problems Problem Possible Cause Solutions Battery light is blinking. The battery pack is the Connect the notebook only source of power, to external power or and the notebook has initiate Hibernation, and entered a low-battery replace the battery pack condition. with a fully charged battery pack. Refer to the battery pack chapter in the Hardware Guide on this CD for details. Battery light is blinking Notebook has entered Connect the notebook and the note
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Problems and Solutions Battery Problems (Continued) Problem Possible Cause Solutions Battery light does not AC power is not Check the power turn on to indicate connected to the source. that battery pack is notebook. charging; battery pack Battery pack is already No action is required. does not charge. fully charged. Battery pack was Allow time for the exposed to temperature battery pack to reach extremes. room temperature. The battery pack has Replace the battery reached the end of its pa
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Problems and Solutions Battery Problems (Continued) Problem Possible Cause Solutions Battery pack charge Battery conservation To optimize battery does not last as long settings, practices, and settings, refer to the as expected. procedures are not set battery conservation optimally. information in the Hardware Guide on this CD. Battery pack Refer to details on has partially storing a battery pack self-discharged. in the Hardware Guide on this CD. Battery pack is being Keep the battery
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Problems and Solutions \ CD and DVD Drive Problems Problem Possible Cause Solution System does not The drive is not seated Remove, then reinsert, recognize a CD or properly. the drive. DVD drive. System software does Install drivers and/or a not support the drive. system ROM upgrade as instructed in the drive documentation. The drive is damaged. To verify that the problem is with the drive, try using another drive in the same bay. The notebook is running Shut down the a retail version
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Problems and Solutions CD and DVD Drive Problems (Continued) Problem Possible Cause Solution CD or DVD drive cannot The disc is upside down Reinsert the disc with read a CD or DVD disc. or not seated properly. the label facing up and verify that the disc is securely snapped down on the spindle. The disc may not be Use only discs that are supported by the drive. supported. (A DVD disc cannot be used in a CD drive.) CD/DVD drive takes too The DVD drive must Wait at least 30 long to start
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Problems and Solutions CD and DVD Drive Problems (Continued) Problem Possible Cause Solution System does not initiate To protect the notebook Stop the DVD or CD Standby or Hibernation from possible video playback. Remove drive while a CD or DVD disc degradation and/or loss media before initiating is in use. of audio and video Standby or Hibernation. playback functionality, the notebook should not initiate Standby or Hibernation while optical media is being used. DVD player DVD playback
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Problems and Solutions Infrared Communications Problems Problem Possible Cause Solution Cannot link with another Infrared software is Install infrared software infrared-equipped not running on both on the second device notebook or device. devices. and start the program on both devices. Infrared Monitor search Enable the Infrared is disabled. Monitor search in your operating system. Target device is not Check the IrDA-compliant. documentation of the target device to ensure compatibili
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Problems and Solutions Infrared Communications Problems (Continued) Problem Possible Cause Solution Data transmission Direct sunlight, Remove the interfering problem. energy-saving light source(s), or move fluorescent light, or the infrared ports closer flashing incandescent together, or select a light is close to the slower fixed baud rate infrared connections. for each device. Interference from other Keep infrared-equipped infrared-equipped remote control units, devices. such as wire
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Problems and Solutions Infrared Communications Problems (Continued) Problem Possible Cause Solution System does not initiate The system cannot Disable Infrared Monitor Standby while infrared initiate Standby while search in your operating port is enabled. Infrared Monitor search system. is enabled. Modem Problems Problem Possible Cause Solution Modem does not work. Modem cable is not To find the right jack, plugged into the correct refer to the external notebook jack. components informa
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Problems and Solutions Modem Problems (Continued) Problem Possible Cause Solution No dial tone, with or Telephone service is Connect a telephone without “No dial tone” not connected to the to the wall jack. If you message. (continued) telephone wall jack. do not hear a dial tone, contact your telephone service provider. A shared telephone line Make sure another is in use. telephone or modem is not using the telephone line. Modem is connected to Connect the modem a digital line such as
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Problems and Solutions Modem Problems (Continued) Problem Possible Cause Solution Modem does not Line conditions in your Have your telephone connect at highest area or in the area you line checked by your speed. are calling may not local telephone service support the highest provider. connect speeds. Try dialing an alternate telephone number for the service you are using. Another device on your Hang up an extension telephone line may be telephone and causing interference. disconnect a
