PC Troubleshooting and Maintenance Guide

Table of Contents

PC Maintenance............................................................................. 1
Creating Data Backup Discs.......................................................................1
Creating System Recovery Discs.................................................................1
Removing Unused Programs.......................................................................1
Running the Disk Cleanup Program.............................................................1
Running the Disk Defragmenter Program......................................................2
Checking for Hard Disk Drive Errors ...........................................................2
Understanding Hard Disk Drive Space ........................................................2
Recommended Maintenance Schedule ........................................................3
Troubleshooting PC Problems ......................................................... 4
Audio......................................................................................................4
Video......................................................................................................5
CD and DVD Drives..................................................................................5
Display (Monitor)......................................................................................7
Hard Disk Drive........................................................................................8
Hardware Installation................................................................................8
Internet Access .........................................................................................9
Keyboard and Mouse .............................................................................11
Power....................................................................................................12
Performance...........................................................................................13
Miscellaneous ..............................................................................14
Software Repairing Software Problems ...................................................... 15

Software Repair Overview.......................................................................15

Restarting Your PC..................................................................................15
Turning Off Your PC................................................................................15
Updating Drivers ....................................................................................16
Microsoft System Restore.........................................................................16
Application and Driver Recovery..............................................................16
System Recovery Overview......................................................................17
Creating System Recovery Discs...............................................................18
Creating a Recovery Tools CD..................................................................18
Running System Recovery from Recovery Discs...........................................19
Running System Recovery from the Hard Disk Drive....................................19
PC Maintenance NOTE: Some programs have their own uninstall
features. If you cannot uninstall a program from
This section includes information about tasks you the Control Panel, try using the program to
can perform to help ensure the trouble-free uninstall.
operation of your PC, and to ease the recovery of
important information on your PC should problems
arise in the future.
Running the Disk Cleanup Program
The Disk Cleanup program frees up space on your hard
disk drive by removing temporary and unused files
Creating Data Backup Discs (including Temporary Internet Files and files in the
You can use the CD or DVD burning software Recycle Bin). You can run Disk Cleanup manually, or you
included on your PC to create backup discs of can set it up to run automatically.
important information including personal files, e-
mail messages, and Web site bookmarks. Running Disk Cleanup manually

When writing data to a backup disc, you should use 1 Click Start, All Programs, Accessories, System Tools,
software that includes write verification and then click Disk Cleanup. Disc Cleanup searches for
functionality. This verification feature compares files to delete and calculates how much disk space can
the data on your hard disk drive with the data be saved.
copied to the disc to ensure it is an exact copy. 2 Choose the files to delete by placing a check mark in
Depending on your disc burning software, you may the check box next to the file types listed.
need to manually enable this feature. 3 Click OK, and then click Yes to finish deleting the
selected files.
Creating System Recovery Discs
Scheduling Disk Cleanup to run automatically
This is a one-time step that you should perform
while your PC is working properly. If you later 1 Click Start, and then Run, and type the following into
encounter problems with your PC, you can restore the open field (note there is a space between the r
it to its original configuration using the System and the /): cleanmgr /sageset:100
Recovery discs that you create. 2 Select the types of files that you want removed (for
example, temporary files, Temporary Internet Files,
Before creating recovery discs, read “System
and the files in the Recycle Bin).
Recovery Overview“ on page 17, and then create
the discs as described in “Creating System Recovery 3 Click OK to save the settings.
Discs“ on page 18. 4 Click Start, All Programs, Accessories, System Tools,
and then click Scheduled Tasks.
Removing Unused Programs 5 Double-click Add Scheduled Task and then click
Next.
1 Click Start, and then click Control Panel.
6 Select Disk Cleanup from the application list and
2 Double-click Add or Remove Programs. The Add
then click Next.
or Remove Programs window opens.
7 Accept the default task name or type a name for the
3 Select the program you want to remove, and
task, select when the task is performed, and click
click the Change/Remove button.
Next.
4 Follow the onscreen instructions.
8 Select the time and reoccurrence (if available), and
click Next. Disk cleanup may take a long time, so
select a time when the PC is on but not in use.

PC Troubleshooting and Maintenance Guide

9 Enter your login name and password and click Next. 1 Click Start, Turn Off Computer, and then Restart.
If you do not have a password, leave the Password 2 Press the F8 key as soon as the first logo screen
field blank and click Next. appears.
10 Select Open advanced properties for this task when 3 On the Windows Advanced Options menu, use the
I click Finish and click Finish. arrow keys to select Safe Mode and press the Enter
11 In the Run field of the Disk Cleanup window add key.
/sagerun:100 at the end of the path. For example: 4 Press the Enter key again to select the operating
C:\WINDOWS\system32\cleanmgr.exe system.
/sagerun:100 5 Log on to Windows. When the Desktop message
12 Click OK and, if prompted, verify your password. appears, click Yes to continue in Safe Mode.
Disk Cleanup runs at the time you have set. 6 After Windows starts, use the previous procedure to
run the Disk Defragmenter program.
Running the Disk Defragmenter
Program Checking for Hard Disk Drive Errors
When Windows stores files on your hard disk drive, it Perform the following procedure to check the
often divides them into multiple pieces (or fragments) so integrity of the hard disk drive in Windows XP. Close
they fit into available space on the drive. When you all open programs before beginning the disk check.
attempt to open a fragmented file, it must be retrieved 1 Click Start, and then click My Computer.
from more than one place, so the process takes more 2 In the window that opens, right-click the hard disk drive
time. that you want to check, and click Properties.
The Disk Defragmenter program groups the fragmented 3 In the Properties window, click the Tools tab.
files together on your hard disk drive to improve PC
4 Under Error-checking, click Check Now.
performance. This does not affect the location of files
and folders on your PC. 5 If desired, click the check box next to
Automatically fix file system errors and Scan for
and attempt recovery of bad sectors.
NOTE: The Disk Defragmenter program may take a long
6 Click Start. If prompted to restart, click Yes to restart
time to complete. You can run it unattended overnight. the PC.

1 Open the Windows Task Manager by pressing the Ctrl Understanding Hard Disk Drive Space
key, the Alt key, and the Delete key at the same time. HP PCs with the Windows XP operating system
2 On the Applications tab, select all the programs that preinstalled may appear to have a hard disk drive
are listed, and then click End Task. Close the Task smaller than what is stated in the product
Manager. specifications, in the documentation, or on the box.
3 Click Start, choose All Programs, Accessories, System Hard disk drives are described and advertised by
Tools, and then click Disk Defragmenter. manufacturers in terms of decimal (base 10) capacity.
4 In the Volume column, select the hard disk drive you Windows and other programs, such as FDISK, use the
want to defragment (typically C:), and then click binary (base 2) numbering system.
Defragment. In decimal notation, one megabyte (MB) is equal to
If Disk Defragmenter repeatedly starts, a hidden 1,000,000 bytes, and one gigabyte (GB) is equal to
background program is still accessing the hard disk drive. 1,000,000,000 bytes. In the binary numbering
Restart the PC in Safe Mode and run the Disk system, one megabyte is equal to 1,048,576 bytes,
Defragmenter program again: and one gigabyte is equal to 1,073,741,824 bytes.

PC Troubleshooting and Maintenance Guide 1

Because of the different measuring systems, you may Windows and the size advertised. The storage
see a difference between the size reported by capacity of the hard disk drive is as advertised.
Windows reports smaller capacity in the Windows Explorer tool and in the My Computer window because it shows
information about one partition on the hard disk drive at a time. The first partition contains the System Recovery
information.

Recommended Maintenance Schedule

Daily Weekly Monthly Quarterly (seasonally)

Manage e-mail Protect against viruses, adware, Use Windows Update Set new passwords
and spyware (See the Getting Started
• Delete e-mail • Check for updates or
from unknown sources. • • Update definition files or schedule a monthly Guide for details.)
Do not open untrusted schedule a weekly automatic update. (See
attachments. automatic update. the Getting Started
Guide for details.)
• File e-mail. • Run a full virus, adware,
and spyware scan or
schedule a weekly
automatic scan.
Optimize performance • Run Review the Start menu • Set Clean the PC, monitor,
Disk Cleanup. to launch only needed keyboard, and mouse
(See “Running the Disk applications. • For detailed cleaning
Cleanup Program” on page instructions, go to
1.) • Check for disk errors. http://www.hp.com/
(See “Checking for Hard support
Disk Drive Errors” on page 2.) select your country/region
• Run Disk Defragmenter. and language, search on your
(See “Running the Disk PC model number, and then
Defragmenter Program” page search on the keyword
2.) cleaning.

Optimize your browser Clean up the desktop • Delete

• Delete cookies. or uninstall unneeded icons and
applications. (See “Removing
• Delete cache.
Unused
• Delete history files. Programs” on page 1.)

Empty the Recycle Bin • This, Maintain overall condition •

and other cleanup tasks, can be Check cleanliness.
performed with the Disk Cleanup • Make sure ventilation is
program. unobstructed.
(See “Running the Disk
Cleanup Program” on page • Secure all connections and
1.) cabling.

2 PC Troubleshooting and Maintenance Guide

 Back up important files to CD or Create a Restore Point
DVD (See “Microsoft System
(See “Creating Data Backup Restore” on page 16.)
Discs” on page 1.)

Troubleshooting PC • CD and DVD Drives

Problems Audio
This section contains a series of tables that describe • Display (Monitor)
possible solutions to problems that may occur when using
your PC. Each table contains:
• Hard Disk Drive
• Hardware Installation
• Symptoms that describe the sign or warning message • Internet Access
for the type of problem.
• Keyboard and Mouse
• Possible solutions that describe what you should do to • Power
try to solve the problem.
• Performance
The troubleshooting tables appear in the following order: • Miscellaneous
For additional information about monitor problems, or for
• Audio problems relating specifically to your printer, refer to the
• Video documentation provided by the product’s manufacturer.

Symptom Possible solution

No sound is Press the Mute button on the keyboard to see if the Mute feature is turned on.
produced. Or
1 Click Start, and then click Control Panel.
2 Click Sounds, Speech, and Audio Devices, and then Sounds and Audio Devices.
3 Click the Mute check box to remove the check mark from the box.

Click the task bar Volume icon ( ), or use the keyboard controls to increase the volume.
Ensure powered (active) speakers are turned on.

Turn off your PC, and reconnect the speakers.

Press the Standby button (select models only), or press the Esc key on the keyboard to resume from
standby mode.

Replace the passive speaker system with an active speaker system (sold separately). Active speakers have a
power cord and On button and connect to the Audio Out (green) connector on the PC.

Unplug headphones if they are connected to your PC.

Codec error Open the file in Windows Media Player. Ensure Windows Media Player is configured to automatically
messages appear download codecs. • If the correct codec is available, the file will play. Note that you must be connected to
when certain audio the Internet to download the codec file.
files are played.
• If the correct codec is not available, check to see if there is an update available for Windows Media
Player. PC Troubleshooting and Maintenance Guide 3
• For more information, open Windows Media Player Help, and then search the online Help for codec.
 Video
Symptom Possible solution

Some video files do not play. Your file may be corrupt or in an unsupported format. Open the video file in a video editor
such as WinDVD Creator, and then resave the file in a supported format.

Codec error messages appear when I Open the file in Windows Media Player. Ensure Windows Media Player is configured to
play certain video files. automatically download codecs.
• If the correct codec is available, the file will play. Note that you must be connected to
the Internet to download the codec file.
• If the correct codec is not available, check to see if there is an update available for
Windows Media Player.
For more information, open Windows Media Player Help, and then search the online Help
for codec.
Files Needed To Display Video Are 1 Click Start, right-click My Computer, and then select Properties.
Missing or Corrupt error message 2 Click the Hardware tab, and then click Device Manager.
appears. 3 Click the plus sign (+) next to Sound, video and game controllers.
4 Double-click TV tuner (select models only).
5 Click the Driver tab, and then click Update Driver.
6 Select Install from a list or a specific location, and then click Next.
7 Remove the check mark from Search removable media.
8 Click Include this location in this search, and then click the Browse button.
9 Click the plus sign (+) in order, next to each of the following directories:

• My Computer
• C:\
• Drivers
10 Click OK, Next, and then click Finish after the drivers are updated. 11 Restart the
PC.
CD and DVD Drives
Symptom Possible solution

The CD or DVD drive cannot read a disc Ensure the disc is inserted with the label facing up and centered in the tray.
or takes too long to start.
Wait at least 30 seconds to let the DVD drive determine the type of media.

Clean the disc with a CD cleaning kit, available from most PC stores.

The driver may be corrupted or outdated. Refer to “Updating Drivers” on page 16 for
detailed information about restoring and updating drivers.

I cannot remove a CD or DVD. Turn on your PC, and press the Eject button nearest the drive to open the tray.
If you suspect a problem with the actual Eject button:
1 Click Start and then My Computer.
2 Right-click the CD or DVD drive you want to open.
3 Select Eject from the menu.

4 PC Troubleshooting and Maintenance Guide

CD and DVD Drives (continued)
Symptom Possible solution

I cannot create (burn) a disc. Ensure the disc is inserted with the label facing up and centered in the tray.

Verify that you are using the correct disc type (media) for the drive. Try a different brand of
disc.

Make sure the disc is clean and undamaged. If recording stopped during a recording session,
the disc may be damaged; use a different disc.

Use the correct type of disc for the type of files you are recording.

When using a CD-R disc, make sure that it is blank when recording music and is blank or
appendable (with space to add more data files) when recording data.

Verify that you are using the correct disc type when making a copy of a disc. Some recording
programs can record only to the same disc type as the source. For example, you can record a
DVD only to a DVD+R/–R or a DVD+RW/–RW disc, and you can record a CD only to a CD-R or a
CD-RW disc.
Make sure the disc is in the correct drive and you specify the same drive in the CD or DVD
recording software.

Select a slower write speed for the recording drive, if it is available.

The recording software may not let you add a track if it exceeds the available space on your
disc. You can make space available by removing one or more tracks from the list before
recording the files to disc.
Close all software programs and windows before recording.

Make sure you have enough space available on your hard disk drive to store a temporary copy
of the content.

If you are on a network, copy the files from a network drive to your hard disk drive first, and
then record them to disc.

Close all programs and windows and then restart your PC.

I cannot add data to a DVD. Make sure you set the correct recording option (append or add data files) in your DVD burning
software.

I cannot play a music CD on a home Use a CD-R disc, not a CD-RW disc.
stereo.
Try a different brand of disc, or check to see if the brand of disc works with your stereo.
Refer to the documentation that came with your stereo or CD player, and check the
manufacturer’s Web site.
Use a CD instead of a DVD. Audio files on a DVD can be played on your PC, but you cannot
create a music DVD to be played in a home CD player.

Convert .mp3 or .wma audio files to .wav or .cda music files before burning them to a
disc.

PC Troubleshooting and Maintenance Guide 5

 CD and DVD Drives (continued)
Symptom Possible solution

Titles of music tracks are not The PC must be connected to the Internet for the artist, title, and track information to appear
displayed for the CD. when playing music CDs. This information is not recorded on the disc.
Track information may not be available for every CD.

An error message appears when You may need to select the capture device if your PC has both an analog and a digital video
capturing video. capture device. Refer to the Help menu in the video capture program to find out how to change
the video device selection.
I cannot play a DVD movie on a Your DVD player cannot play video files recorded onto the DVD as data files. To play a movie
DVD player. properly, use a video recording program such as WinDVD. Some video files may be viewed on a
PC, but not on a home DVD video player.

Display (Monitor)
In addition to the information listed here, also refer to the documentation that came with your monitor.

Symptom Possible solution

Screen is blank, and monitor power Reconnect the power plug on the back of the monitor and the wall outlet.
light is not lit.
Press the On button on the front of the monitor.

Screen is blank. Press any key or move the mouse to make the screen display visible again.

Press the Standby button (select models only), or press the Esc key on the keyboard to resume
from standby mode.

Press the On button to turn on the PC.

Inspect the monitor video connector for bent pins:

• If any of the pins are bent, replace the monitor connector cable.
• If no pins are bent, reconnect the monitor connector cable to the PC.
Images on the screen are too large Adjust the monitor resolution setting in Windows:
or too small, or the images are 1 Right-click the desktop, and then select Properties.
fuzzy. 2 Select the Settings tab.
3 Drag the Screen Resolution slider to adjust the resolution as needed.

Hard Disk Drive

Symptom Possible solution

6 PC Troubleshooting and Maintenance Guide

 PC seems to be locked up and not Use the Windows Task Manager to close any programs not responding or to restart the
responding. PC:
1 Press the Ctrl key, the Alt key, and the Delete key on the keyboard at the same time.
2 Select the program that is not responding, and click End Task.
Or
Click Shut Down, and then click Restart.
If this does not work, press and hold the On button for 5 or more seconds to turn off the
PC. Then, press the On button.

Hard disk drive error message Press the Help ? button on the keyboard to open the Help and Support Center, or refer to
displays. the Warranty and Support Guide to contact Support for replacement details.

Hardware Installation
Symptom Possible solution

A new device is not recognized as part Install the device driver from the CD provided with the device, or download and install the
of the system. driver from the device manufacturer’s Web site.
You may need an updated driver for Windows XP. Contact the device vendor directly for an
update.
For HP peripherals, visit the HP Web site. Refer to the Warranty and Support Guide for
details.

Ensure that the device is properly and securely connected and that the pins in the
connector are not bent down.

Ensure that all cables are properly and securely connected and that the pins in the cable or
connector are not bent.

Turn off the PC, turn on the external device, and then turn on the PC to integrate the
device with the PC.

Restart the PC, and follow the instructions for accepting the changes.

Deselect the automatic settings in the operating system for the card, and choose a basic
configuration that doesn’t cause a resource conflict.
You can also reconfigure or disable devices to resolve the resource conflict.

New device does not work. You must be logged in as the computer administrator to install or uninstall a device driver.
To switch users, click Start, click Log Off, and then click Switch User; choose the computer
administrator user. (The computer administrator is usually the user Owner.)

Hardware Installation (continued)

Symptom Possible solution

PC Troubleshooting and Maintenance Guide 7

 New or existing device does not work To resolve a device conflict, you may need to disable one of the devices or uninstall an old
after installing a new device. device driver:
1 Click Start, and click Control Panel.
2 Click Performance and Maintenance.
3 Click the System icon, and select the Hardware tab.
4 Click Device Manager.
5 Click the plus sign (+) next to the problem device and check for exclamation points in
a yellow circle near the device icon. The exclamation point means there is a device
conflict or problem with the device. Exclamation points do not always appear when a
device is not working properly.
6 If there is an old or unnecessary device driver listed in the Device Manager, this may
be causing the device conflict. To uninstall the old driver for the new device driver to
work properly, do the following: Right-click the device, click Uninstall, and then click
OK.
7 Right-click the device, and select Properties.
8 If available, click the Resources tab to verify that there is a device conflict.
9 Click the General tab to see if your device is enabled and working properly. If it is
available, click the Troubleshoot button, and follow the onscreen instructions in the
device troubleshooter wizard.
10 Restart the PC. Click Start, click Turn Off Computer, and then click Restart.

Internet Access
Symptom Possible solution

I cannot connect to the Internet. Verify Internet settings, or contact your Internet Service Provider (ISP) for assistance.

Reconnect the modem, verifying connections.

Note that your PC may also have an Ethernet network interface (also called a network
interface card, or NIC) that connects to a local area network (LAN). Although it looks
similar to the modem connector, the RJ-45 Ethernet network connector is not the same.
Verify that you are using the modem connector. Do not connect a telephone cable to the
NIC. Do not plug a network cable into a telephone service line; doing so may damage the
NIC.
Verify that the Web browser is installed and set up to work with your ISP.

Try to connect again later, or contact your ISP for assistance.

I cannot automatically start Internet Log in to your ISP, and start the desired program.
programs.

8 PC Troubleshooting and Maintenance Guide

Internet Access (continued)
Symptom Possible solution

Web pages load slowly. Verify that the correct modem speed and COM port are selected:
1 Click Start, and then click Control Panel.
2 Click Printers and Other Hardware, if it is present.
3 Double-click Phone and Modem Options.
4 Select the Modems tab, and then click the Properties button.
5 In the Device status area, verify the modem is working properly.
6 In the Device usage area, verify the modem is enabled.
7 If there are further problems, click the Troubleshoot button, and follow the onscreen
instructions.
Note that Web pages do not always load as quickly as files stored on your PC. Web pages
may also load slowly if there is a high demand for the Web site at that time.

The AOL program comes up even when You may want to remove the AOL program.
it is not being used. To uninstall AOL:
1 Click Start on the taskbar.
2 Click Control Panel.
3 Double-click Add or Remove Programs.
4 Select America Online, click Change/Remove, and then follow the onscreen
instructions.
NOTE: Removing the AOL program will not cancel your account with AOL.

My Internet browser home page You may have spyware on your PC. Spyware is software that usually runs silently in the
changed to something I did not background on your PC, collecting and sending information about you and your use of the
want. PC to another person or system on the Internet.
You can find and remove spyware from your PC by using any one of a number of
software programs available for this purpose. Many of the popular virus protection
programs have some tools that scan for and remove spyware from your PC. To avoid
getting spyware on your PC: • Do not install programs if you are not sure they come
from reputable companies. Check the company’s Web site very carefully for information
about what is included with the program.
• Do not automatically click Yes when a download window asks if it is OK to install a
program on your PC. Read the message in the window and make sure it is a software
program that you really want.

Unwanted pop-up advertisements This is typically caused by adware or advertising-supported software.

display on my PC when connected to You can configure your Web browser to block pop-ups (available by clicking Tools and then
the Internet. Pop-up Blocker).
To remove adware from your PC, use the antispyware/adware program included on your
PC (select models only) or any number of available software programs that remove adware
programs.
Note that many of the popular antivirus programs have tools that scan for and remove
adware from your PC.

PC Troubleshooting and Maintenance Guide 9

 Keyboard and Mouse
Symptom Possible solution

Keyboard commands and typing are Turn off the PC by using the mouse, reconnect the keyboard to the back of your PC, and
not recognized by the PC. then turn on your PC.

Press the Help ? button on the keyboard to open the Help and Support Center, or refer to
the Warranty and Support Guide to contact Support for replacement details.

Keyboard Print button does not Use the Print menu item in the program (typically located on the File menu).
work.

Wireless keyboard does not work after • Ensure the keyboard is within the range of the receiver.
installation or is not detected. • Replace the batteries in the wireless keyboard.
• Refer to the documentation that came with the keyboard.
Wireless mouse does not work after • Ensure the mouse is within the range of the receiver.
installation or is not detected. • Replace the batteries in the wireless mouse.
• Refer to the documentation that came with the mouse.
Cursor does not respond to mouse Restart your PC using the keyboard:
movement. 1 Press the Alt and Tab keys on the keyboard at the same time to navigate to an open
application.
2 Press the Ctrl and S keys on the keyboard at the same time to save your changes in the
selected application (Ctrl+S is the keyboard command for Save on most — not all —
applications).
3 After saving changes in all open applications, press the Ctrl and Esc keys on the keyboard
at the same time to display the Start menu.
4 Use the up arrow key to select Turn Off Computer, and then press the Enter key on the
keyboard.
5 Use the left and right arrow keys to select Turn Off, and then press the Enter key.
6 After the shutdown is complete, disconnect and reconnect the mouse connector into the
back of your PC, and then turn on your PC.

Cursor responds slowly to mouse Use a mouse pad or other rough surface under the mouse.
movement.

Cursor does not move using the arrow Press the Num Lock key. The Num Lock light should not be on if you want to use the arrow
keys on the keypad. keys in the number keys group.

Cursor moves only vertically or Remove the rollerball cover from bottom of mouse (rotate it counter-clockwise), remove
horizontally (or does not move the ball, and clean it with a damp, lint-free cloth (not paper). Also clean the rollers on which
smoothly on the screen). the ball moves.
Mouse does not work after installation Unplug and reconnect the mouse cable to your PC.
or is not detected.

Optical mouse does not track cursor Place the mouse on a mouse pad or white sheet of paper, or gently wipe the light sensor
well. lens on the bottom of the mouse with a lint-free cloth (not paper).

Keyboard and Mouse (continued)

Symptom Possible solution

10 PC Troubleshooting and Maintenance Guide

Cursor moves too fast or too Adjust the cursor speed:
slow. 1 Click Start, Control Panel, Printers and Other Hardware, and then Mouse.
2 Click the Pointer Options tab.
3 Adjust the Motion slider toward Slow or Fast to decrease or increase the speed at which
the pointer (cursor) responds to mouse movement.
4 Click OK.

Power
Symptom Possible solution

PC will not turn on or start. Ensure that cables connecting the PC to the external power source are plugged in properly.

When the cables connecting the PC to the external power source are plugged in properly and
the wall outlet is functioning, the green power supply light should be on; if the light is not on,
refer to the Warranty and Support Guide to contact Support.
Connect the monitor to the PC, plug it in, and turn it on.

Set the line voltage selection switch to the correct setting for your country/region, or refer to
the Warranty and Support Guide to contact Support.

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

Reinstall the old memory to return your PC to its original state. Refer to the Upgrading and
Servicing Guide for instructions.

Press the Help ? button on the keyboard to open the Help and Support Center, or refer to the
Warranty and Support Guide to contact Support for replacement details.

Reseat drive power, data, and power supply cables. See the Upgrading and Servicing Guide for
instructions.

Invalid system disk or When drive activity stops, remove the disk and press the spacebar. The PC should start up.
Non-System disk or disk error
message displays.
PC does not respond or turn off Press and hold the On button until the PC turns off.
when the On button is pressed.

PC shut down automatically. The PC is in an exceedingly hot environment. Let it cool down.
Ensure PC air vents are not blocked and internal fan is running. Note that your PC may not have
an internal fan.

Refer to the Warranty and Support Guide to contact Support for replacement details. Note that
your PC may not have an internal fan.
Power (continued)
Symptom Possible solution

PC Troubleshooting and Maintenance Guide 11

 PC date and time display is The real-time clock (RTC) battery may need to be replaced. Battery life is approximately seven
incorrect. years.
Before replacing the battery, try resetting the date and time in your operating system by using
the Control Panel. If the problem persists, replace the battery. See the Upgrading and
Servicing Guide for replacement instructions.

Performance
Symptom Possible solution

Applications and files take longer to If you created multiple user accounts on your PC, make sure other users are not logged in. If
open or respond. there are multiple users logged in at one time, system resources must be shared among the
multiple users.
Run the Disk Cleanup program to delete unwanted files (including temporary Internet files,
installed components and programs that you no longer use, and files in the Recycle Bin) from
your hard disk drive:
1 Click Start, All Programs, Accessories, System Tools, and then click Disk Cleanup.
2 Select the drive on which you want to perform the cleanup.
3 Choose the files to delete by placing a check mark in the check box next to the file types
listed.
4 Click OK, and then click Yes to permanently delete the files.

Run the Disk Defragmenter program to group fragmented files together on your hard disk drive
and improve performance. This does not affect the location of files and folders on your PC.
NOTE: The Disk Defragmenter program may take a long time to complete. It is a good idea to
run it overnight.
To run the Disk Defragmenter program:
1 Open the Windows Task Manager by pressing the Ctrl key, the Alt key, and the Delete key at
the same time.
2 On the Applications tab, select all the programs that are listed, and then click End Task.
3 Click Start, choose All Programs, Accessories, System Tools, and then click Disk
Defragmenter.
4 In the Volume column, select the hard disk drive you want to defragment (typically C:), and
then click Defragment.

Remove unused programs:

1 Click Start, and then click Control Panel.
2 Double-click the Add or Remove Programs icon. The Add or Remove Programs window
opens.
3 Select the program you wish to remove and click the Change/Remove or the Remove
button.
Follow the onscreen instructions.

Performance (continued)
Symptom Possible solution

12 PC Troubleshooting and Maintenance Guide

Applications and files take longer to Check for hard disk drive errors:
open or respond (continued). 1 Close all open programs and windows.
2 Click Start, and then click My Computer.
3 Right-click the hard disk drive that you want to check, and then click Properties.
4 In the System Properties window, click the Tools tab.
5 Under Error-checking, click Check Now.
6 If desired, select the buttons next to Automatically fix file system errors and Scan for and
attempt recovery of bad sectors.
7 Click Start. If prompted to restart, click Yes and allow the PC to restart.

Miscellaneous
Symptom Possible solution

Insufficient memory message Close all open programs, and then try the desired task again, or restart your PC (click Start, Turn
displays. Off Computer, and then Restart). If the message displays again, consider purchasing and
installing additional memory.
Remote sensor is not receiving a 1 Click Start, right-click My Computer, and then select Properties.
signal from the remote control 2 Click the Hardware tab, and then click Device Manager.
(select models only). 3 Click the plus (+) sign next to Universal Serial Bus Controllers.
4 If the eHome Infrared Receiver is listed under Universal Serial Bus Controllers, Windows is
properly detecting the IR Receiver. If it is not listed, go to the next step.
5 Unplug the end of the USB cable on the remote sensor from the PC and plug it into the same
USB port.
6 Disconnect all other USB devices, leave the remote sensor plugged in, and then restart the
PC. Plug in other USB devices after the remote sensor appears in the Device Manager
window.
Memory card reader (select Do not insert or remove memory cards when the in-use light is flashing. To do so may cause
models only) cannot read my data loss, or it may permanently damage the card reader.
memory card.
Some cards have a Read/Write or Security switch on the card. Make sure the switch is set to
Write Enabled before attempting to write data to it.

Make sure the amount of data you are storing has not exceeded the storage limit of the card.

Make sure the memory card is one of the supported types: CompactFlash (1, 2, and
Microdrive), Memory Stick, Memory Stick Pro, MultiMedia, Secure Digital, SmartMedia, or XD.

Make sure the memory card is fully inserted into the correct slot.

Inspect the ends of the memory cards for dirt or material closing a hole or spoiling a metal
contact. Clean the contacts with a lint-free cloth and small amounts of isopropyl alcohol.
Replace the memory card if necessary.

PC Troubleshooting and Maintenance Guide 13

Repairing Software • Microsoft System Restore
Problems • Application Recovery and Driver Recovery
Your PC uses the operating system and installed software • System Recovery
programs during normal operation. If your PC works
improperly or stops because of the software, you may be NOTE: If you are replacing a hard disk drive, you only have to
able to repair it. run the System Recovery.
Some software repairs are as simple as restarting your PC,
and others require performing a System Recovery from files
on your hard disk drive. Additionally, your PC may include a Software Repair Wizard
(select models only). You can use this wizard to access many
Your hard disk drive contains a System Recovery image that of the repair methods described in this chapter, including:
includes all the software files that were originally installed
on your PC at the factory. In the unlikely event that you • Creating System Recovery discs
need to recover your system, it is easy to do so using this
• Microsoft System Restore
recovery image.
• Application Recovery and Driver Recovery • System
Because all the necessary information is contained in the Recovery
System Recovery image on your hard disk drive, recovery
You can start the Software Repair Wizard by clicking Start,
discs are not included in the accessory box.
All Programs, PC Help & Tools, and then Software Repair
Wizard.
As a backup, you can:

• Make your own System Recovery discs from the Restarting Your PC
recovery image as described in “Creating System Recovery
Restarting is the simplest repair method for your PC. When
Discs“ on page 18. • Contact HP Support to purchase a you restart, the PC reloads the operating system and
set of System Recovery discs. software into its memory.
You should also make the HP PC Recovery Tools CD. This CD
To restart your PC:
contains utilities that allow you to make changes to your
hard disk drive. See “Creating a Recovery Tools CD“ on page 1 Close all open programs and windows.
18. 2 Click Start.
3 Choose Turn Off Computer. 4 Click Restart.
NOTE: It is important that you perform the PC repair
methods in the order described in this document. Turning Off Your PC
When you turn off your PC and then turn it on again, you
force the PC to reload the operating system into its memory,
Software Repair Overview which clears some tracking information. This may eliminate
some problems that can remain after performing a restart.
This section lists the available methods to fix your PC if you
are experiencing software problems. Detailed instructions To turn off your PC:
about each method are in the sections that follow. You must 1 Close all open programs and windows.
perform the procedures in the order listed here.
2 Click Start.
• Restarting your PC 3 Choose Turn Off Computer.
• Turning off your PC 4 Click Turn Off.
5 Start your PC by pressing the On button.
• Updating drivers

14 PC Troubleshooting and Maintenance Guide

Updating Drivers 6 Click System Restore.
A driver is a software program that allows your PC to 7 Click Next.
communicate with an attached device, such as a printer, a 8 Follow the onscreen instructions.
hard disk drive, a mouse, or a keyboard.
To manually add restore points:
Complete the following procedure to update a driver, or to
revert to an earlier version of the driver if the new one does 1 Close all open programs.
not solve your problem: 2 Click Start.
1 Click Start, right-click on My Computer, and then click 3 Choose All Programs. 4 Choose Accessories.
Properties. The System Properties window displays. 5 Choose System Tools.
2 Click the Hardware tab, and then Device Manager. The 6 Click Create a Restore Point.
Device Manager displays. 7 Click Next.
3 Click the plus sign (+) to expand the device whose driver 8 Follow the onscreen instructions.
you want to update or rollback, (for example, DVD/CD-
ROM drives). For more information about software restore points:
4 Double-click the specific item (for example, HP DVD 1 Click Start.
Writer 640b), and then click the Driver tab.
2 Click Help and Support. The Help and Support Center
5 Click Update Driver or Rollback Driver, and follow the displays.
onscreen instructions.
3 Type system restore into the Search box, and then click
Search.
Microsoft System Restore
Microsoft® Windows® XP includes a feature that allows you to Application and Driver Recovery
restore your PC configuration to that of a previous time
when a current software problem did not exist. The feature If an individual factory-installed driver or software program
does this by creating a “restore point” where it records the (also know as an application) accidentally gets erased or
PC settings at that time and date. damaged, you can reinstall the software program using the
HP Application Recovery program (select models only).
When you add programs by clicking Add New
Programs in the Add or Remove Programs window
(accessed by clicking Start, Control Panel, and then Add or NOTE: To ensure your PC includes the program, perform
Remove Programs), the operating steps 3 through 5 of the following procedure. If HP
system automatically creates a restore point before it adds Application Recovery is listed in the PC Help & Tools folder,
the new software. You can also set them manually. your PC includes the program.

If you experience a problem that you think may be due to

software on your computer, use System Restore to return
the PC to a previous restore point. NOTE: Do not use the Application Recovery program to
reinstall software programs that came on CDs or DVDs
WARNING: Always use this System Restore procedure
included in the PC box. Reinstall these programs directly
before using the System Recovery program.
from the CDs or DVDs.
To start a System Restore:
1 Close all open programs. To start an Application Recovery or Driver Recovery:
2 Click Start.
1 Close all applications and folders (skip to step 3 if you
3 Choose All Programs. 4 Choose Accessories. are recovering a driver).
5 Choose System Tools. 2 Uninstall the damaged application:

PC Troubleshooting and Maintenance Guide 15

 a Click Start, Control Panel, and then Add or Remove the factory. This includes software that came on CDs
Programs. included in the PC accessory box, and software programs
b Select the program you want to remove, and then you installed since your purchase.
click Change/Remove.
3 Click Start.
NOTE: If your PC has a blank or corrupted hard disk drive, you
4 Choose All Programs.
will see only the Full System Recovery option.
5 Choose PC Help & Tools.
6 Click HP Application Recovery.
7 Click Application Installation or Driver Installation, NOTE: If your PC includes an HP Personal Media Drive (select
and then click Next. models only), you must remove it before starting the System
8 Select the driver or application program to install, and Recovery program.
then click Install.
9 Repeat steps 7 and 8 to install other drivers or
applications. Additionally, you have to choose from the following methods
for performing a System Recovery:
10 When you have finished recovering applications or
drivers, close the Application Recovery program. Then • Recovery Image — Run the recovery from a recovery
click Start, Turn Off Computer, and then Restart to image stored on your hard disk drive. The recovery image
restart the PC. is a file that contains a copy of the original software. To
perform a system recovery from the recovery image on
WARNING: Do not skip this last step. You must restart your hard disk drive, see “Running System Recovery from
the PC when you are finished recovering applications or the Hard Disk Drive” on page 19.
drivers.

NOTE: The recovery image uses a portion of the hard disk

System Recovery Overview drive that cannot be used for data storage.
After you have tried the previously mentioned methods of
repairing your system software, you can run the System • Recovery Discs — Run the recovery from a set of recovery
Recovery program as a last resort to reinstall the operating discs (CDs or DVDs) that you create from files stored on
system and the application software. your hard disk drive. To create recovery discs, perform
System Recovery provides two recovery options: the procedure in the next section.

• Standard Recovery — This option recovers factory Creating System Recovery Discs
shipped programs, drivers, and the operating system Complete the procedure described in this section to create a
without affecting any data files that you may have created set of system recovery discs from the recovery image stored
since purchasing this PC. Some data files may be difficult on your hard disk drive. This image contains the operating
to find after the System Recovery, so it is best to back up system and software program files that were originally
all hard disk drive files before performing a System installed on your PC at the factory.
Recovery. You can create only one set of recovery discs for your PC.
• Full System Recovery — This option completely erases The recovery discs you create can only be used with your PC.
and reformats the hard disk drive — this includes deleting After creating the recovery discs, you can delete the
all data files you have created. The Full System Recovery recovery image if you would like to make extra space
reinstalls the operating system, programs, and drivers available on your hard disk drive.
from the recovery image or discs. However, you must
reinstall any software that was not installed on the PC at

16 PC Troubleshooting and Maintenance Guide

NOTE: Do not delete the recovery image unless you have • Remove the System Recovery partition from your PC hard
made recovery CDs or DVDs. disk drive to increase space for data. • Create a new data
partition on your PC hard disk drive.

Choosing Recovery Disc Media • Start the Microsoft Recovery Console (a utility from
Microsoft that can perform operating system diagnostics
There are several advantages to using DVDs instead of CDs and repairs).
when creating recovery discs: • DVDs have a faster data
transfer rate. DVD recovery discs restore the original data
WARNING: Before using the HP PC
faster than CD recovery discs. • DVD recovery discs take less Recovery Tools CD to change your hard disk drive, create
time to create than CD recovery discs. System Recovery discs as described in the previous
section. You cannot make System Recovery discs after you
• DVDs have greater capacity than CDs, so there are fewer
remove the System Recovery partition.
discs to record and store.
To create recovery discs, your PC must have a CD or DVD
writer drive, or other drive that can write to CDs or DVDs. You must create a Recovery Tools CD before you can use any
The number of discs in the recovery disc set depends on your of these utilities.
PC model. The program that creates the discs tells you the
To create or start the Recovery Tools CD:
number of blank discs needed to make the set. The process
1 Click Start.
takes some time, up to 15 minutes per disc, to verify that the
information written on the disc is correct. 2 Choose All Programs.
3 Choose PC Help & Tools.
You can quit the process at any time. The next time you run
the program, it begins where you left off. 4 Click HP PC Recovery Tools CD. The tools window
appears.
To create System Recovery discs: 5 Follow the onscreen instructions.
1 Close all open programs. Store the Recovery Tools CD in a safe place.
2 Click Start.
3 Choose All Programs. Running System Recovery from Recovery
4 Choose PC Help & Tools.
Discs
5 Click HP PC Recovery CD-DVD Creator.
This section contains the procedure for performing a system
The Recovery CD/DVD Creator window appears.
recovery from the recovery discs you created as described in
6 Follow the onscreen instructions. Label each disc as you
“Creating System Recovery Discs” on page 18.
make it (for example, Recovery 1, Recovery 2). Store the
System Recovery discs in a safe place. To run the System Recovery program using recovery discs:
1 If the PC works, create a backup CD or DVD containing
Creating a Recovery Tools CD all data files that you want to save. Remove the backup
In addition to System Recovery discs, you can create a disc from the disc tray when you are finished.
Recovery Tools CD. The Recovery Tools CD can be used to: • 2 Insert recovery disc #1 into the appropriate drive tray
Read instructions to use each utility on the Recovery Tools (CD or DVD), and close the tray.
CD. 3 Turn off the PC:

• Start the System Recovery program from the recovery • If the PC works: Click Start, Turn Off Computer, and
partition. then Turn Off.
Or

PC Troubleshooting and Maintenance Guide 17

 • If the PC is not responding: Press and hold the On 12 Complete the PC startup, finish the registration process,
button approximately 5 seconds until the PC turns off. and wait until you see the desktop. Then, turn off the
4 Disconnect all peripheral devices from the PC except the PC, reconnect all peripheral devices, and turn on the PC.
monitor, the keyboard, and the mouse. 13 Reinstall software not originally installed on the PC by
5 Disconnect or remove all external drives and remove the the factory.
HP Personal Media Drive if your PC includes one. 14 Copy data files from the backup disc to your hard disk
6 Press the On button to turn on the PC. drive.
7 The PC starts the recovery from the recovery disc.
Follow the onscreen instructions when they are
Running System Recovery from the Hard
displayed. Disk Drive
Choose one of the following procedures to reinstall the
• For standard System Recovery, press R. Choose Next to
software from the recovery image on your hard disk drive:
proceed with the System Recovery. Choose Yes to start
the recovery. Insert the remaining recovery discs when
• Starting System Recovery if the PC is responding
directed.
Or
• Starting System Recovery if the PC is not responding

• For Full System Recovery, press F. Choose Yes to Starting System Recovery if the PC is responding
perform a Full System Recovery. Insert the remaining
1 Turn off the PC. Remove the HP Personal Media Drive if
discs when directed.
your PC includes one. Disconnect all peripheral devices
Or from the PC except the monitor, the keyboard, and the
• If your PC hard disk drive is blank or corrupted, press R mouse. Turn on the PC.
to perform a Full System Recovery. Insert the 2 Click Start on the taskbar, choose All Programs, choose PC
remaining recovery discs when directed. Help & Tools, and then click HP PC System Recovery.
You are prompted to confirm that you have performed
WARNING: The Full System Recovery option deletes any
the Microsoft System Restore and Driver Rollback:
data or programs that you
created or installed after purchase. Be sure to back up • If you have not performed the Microsoft System
any data that you want to keep onto a removable disc. Restore and Driver Rollback, click Microsoft System
Restore, and follow the onscreen instructions.

8 Insert the next disc if prompted. • If you have performed the Microsoft System Restore
9 When the recovery program finishes, remove the last and Driver Rollback, click Yes to start the recovery
disc. process, and then continue with step 3.
3 Follow the onscreen instructions.

NOTE: If the message Please Insert Login Advanced

WARNING: The Full System Recovery option deletes any
Installation Disc Number 1 and Restart is displayed at
data or programs that you
the end of a Full System Recovery, remove the recovery
created or installed after purchase. Be sure to back up any
disc from the drive tray, and restart the PC. You do not
data that you want to keep onto a removable disc.
need to insert the referenced disc.

10 Click Restart to restart the PC. 4 Complete the PC startup, finish the registration process,
11 After the PC restarts, a series of startup screens appears. and wait until you see the desktop. Then, turn off the PC,
To proceed with the initial Microsoft Windows setup, reconnect all peripheral devices, and then turn on the PC.
you must answer a few questions. Starting System Recovery if the PC is not responding

18 PC Troubleshooting and Maintenance Guide

 5 The PC starts the recovery; wait for the onscreen
1 Turn off the PC. If necessary, press and hold the On button instructions to display, and then follow those instructions.
until the PC turns off.
2 Remove the HP Personal Media Drive if your PC includes WARNING: The Full System Recovery option deletes any
one. Disconnect all peripheral devices from the PC except data or programs that you
the monitor, the keyboard, and the mouse. created or installed after purchase. Be sure to back up any
3 Press the On button to turn on the PC. data that you want to keep onto a removable disc.
4 During the startup, do the following to enter the System
Recovery program:
6 Complete the PC startup, finish the registration process,
When the blue screen with the HP Invent logo appears,
and wait until you see the desktop. Then, turn off the PC,
press the F10 key on the keyboard. (You have only a few
reconnect all peripheral devices, and turn on the PC.
seconds to press the F10 key before the normal startup
process continues.)

PC Troubleshooting and Maintenance Guide 19