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Solving Problems with Your Computer: Troubleshooting Techniques

Audio Problems: If sound is not audible

• Press Fn+Up Arrow several times
• Click the speaker icon on the taskbar to ensure that Mute is not checked
• When you are operating your computer in MS-DOS mode (for example, when running MS-DOS games), you may find that the sound does not operate properly. Use Windows applications for full use of sound capabilities.

HP Pavilion Notebook Audio Problems

If sound does not record

• Check software controls for recording sound: Start, Programs, Accessories, Multimedia (or Entertainment), Sound Recorder. You may also want to test the audio with diagnostics. See Testing Hardware Operation. If the PC card detection beep(s) at startup are very loud and volume cannot be adjusted
• Download the latest audio driver from the technical support area of the HP Pavilion Notebook Web site.

CD-ROM Drive Problems

If you can’t boot from a CD in the CD-ROM drive

• Make sure the CD is a bootable CD, such as the Pavilion Notebook Recovery CD
• If you always want to boot from a CD when one is present, check the boot order in BIOS Setup.

1. From the Start menu, shut down, then restart the computer.
2. When you see the HP logo, press F2 to enter the BIOS Setup utility.
3. Open the Boot menu. The default boot order is (1) CD-ROM/DVD, (2) Diskette A, and (3) Hard Drive C.
4. If the default has been changed, select CD-ROM/DVD for first boot device.
5. Exit the BIOS Setup utility.

Reboot the computer. You may also want to test the CD-ROM drive with diagnostics. See Testing Hardware Operation.

Display Problems

If the computer is on, but the screen is blank

• Try pressing Fn+F1 to increase the contrast or Fn+F2 to decrease the contrast. (On TFT displays, contrast control is not necessary and therefore is not available.)
• Press Fn+F12 in case the internal display was disabled. (Do this three times to return to the state you started from.)
• If the computer is cold, allow it to warm up. If the screen is difficult to read
• Check whether the display resolution is set to its default setting—800×600 for 12.1" display or 1024×768 for larger displays. Check this in Start, Settings, Control Panel, Display, Settings.
• If you have an HPA display, try pressing Fn+F1 to increase contrast. If part of the Windows desktop is not visible and you have to scroll down to see the taskbar
• Your display resolution may be set to 1024×768 on a 12.1" display, instead of 800×600. You need to set the monitor type to Laptop Display Panel (800×600) in Windows 98 or Digital Flat Panel in Windows ME.

1. Click Start, Settings, Control Panel.
2. Double-click Display.
3. Click the Settings tab.
4. Click Advanced.
5. Click the Monitor tab.
6. Click Change.
7. Click Next.
8. Choose to manually select the monitor type.
9. Select Laptop Display Panel (in Windows 98) or Digital Flat Panel (in Windows ME) and click Next.
10. Click Next and then Finish.
11. Click Close.
12. Reduce the resolution to 800×600 pixels and click Apply. If an external display does not work

• Check the connections.
• Press Fn+F12 in case the external monitor was disabled. (Do this three times to return to the state you started from.)
• The external monitor may not be detected. In the BIOS Setup utility, try setting Video Display Device to LCD/CRT in the Main menu. You may also want to test the display with diagnostics. See Testing Hardware Operation.

HP Pavilion black screen of death screen is blank

DVD Problems

If you can’t boot from a CD or DVD in the DVD drive

• Make sure the CD or DVD is bootable, such as the Pavilion Notebook Recovery CD.
• If you always want to boot from a CD or DVD when one is present, check the boot order in BIOS Setup.

1. From the Start menu, shut down, then restart the computer.
2. When you see the HP logo, press F2 to enter the BIOS Setup utility.
3. Open the Boot menu. The default boot order is (1) CD-ROM/DVD, (2) Diskette A, and (3) Hard Drive C.
4. If the default has been changed, select CD-ROM/DVD for first boot device.
5. Exit the BIOS Setup utility

• Reboot the computer. You may also want to test the DVD drive with diagnostics. See Testing Hardware Operation.

If the DVD is playing erratically

• Dirt or smudges can cause a disc to skip. Clean the disc with a soft cloth. If the disc is badly scratched, it will have to be replaced.

If a DVD movie stops playing in the middle

• The DVD may be double-sided. Open the DVD tray, and read the text near the center hole of the disc. If it says Side A, flip the disc over, close the tray, and then press the Play button to continue playing the movie
• You may have accidentally paused the DVD movie. Press the Play button to resume playing the movie.

If you get a Region Code error when playing a DVD movie

• DVDs may include regional codes that are embedded into the disc data. These codes prevent DVD movies from being played in regions of the world that are different from where they are sold. If you get a Region Code error, you are trying to play a DVD that is for a different region. Make sure you play a DVD designed for your region.

If you get a “System Error: Unable to read drive” message when running a CD program or a movie on the DVD drive

• For a single-sided CD or DVD, make sure the disc is placed into the drive with the label facing up.
• Make sure the DVD or CD is clean.
• Wait 5 to 10 seconds after closing the DVD tray to give the computer sufficient time to recognize the CD or DVD.
• Restart the system: 1. Remove the CD or DVD. 2. Click Start on the taskbar. 3. Choose Shut Down. 4. Choose Restart. If the DVD movie doesn’t fill the screen
• On a double-sided DVD, each side has a different format (Standard or Widescreen). In the widescreen format, black bands appear at the top and bottom of the screen. To view the standard format, flip the disc over and play the other side.

Hard Disk Drive Problems

If the computer’s hard drive doesn’t spin

• Make sure the computer has power. If necessary, connect the AC adapter, making sure it is plugged into a power source and into the rear of the computer. If the hard disk makes a buzzing or whining noise
• Back up the drive immediately.
• Check for alternate noise sources, such as the fan or a PC Card drive. If files are corrupted
• Run the VirusScan program.
• In Windows 98, run the ScanDisk surface scan to check the platter. From the Start menu, click Programs, Accessories, System Tools, ScanDisk.
• In Windows ME, check your disk using error-checking (open My Computer, select the disk you want to scan, click File, click Properties, select the Tools tab, and click Check Now). You may also want to test the hard disk drive with diagnostics. See Testing Hardware Operation.

Heat Problems

If the computer gets hot

• Make sure the air vents are clear.
• Note that it is normal for the computer to get warm. DOS games and other programs that drive CPU usage toward 100% can contribute to a temperature increase.

Keyboard, Touch Pad, and Mouse Problems

If the touch pad is difficult to control

• Customize the touch pad by using the Mouse applet in Control Panel (Start, Settings, Control Panel).
• If the pointing devices don’t work: Don’t touch the touch pad while booting or resuming. Reset the computer.
• If a scroll mouse doesn’t work: Suspend or shut down the computer before you attach the scroll mouse, to ensure that the external mouse will be detected properly/ If you want to go back to using the touch pad, you must suspend or shut down the computer before you detach the scroll mouse.
• If the embedded numeric keypad doesn’t work: Make sure Num Lock is on. Don’t touch the touch pad while booting or resuming.
• If a special feature on the PS/2 mouse doesn’t work: Make sure you installed any drivers included with the mouse. Suspend and resume the computer, so that the system will detect the PS/2 mouse. You may also want to test the keyboard and pointing devices with diagnostics. See Testing Hardware Operation.

Memory Problems

If a message says you are out of memory: In Windows Help, search for Memory Troubleshooter. If you are having memory problems running MS-DOS programs, in Windows Help search for MS-DOS Troubleshooter. You may also want to test memory with the diagnostics. See Testing Hardware Operation.

MIDI Problems

If the computer is sometimes unable to play MIDI files: Download the latest audio driver from the technical support area of the HP Pavilion Notebook Web site.

Modem Problems

If the modem will not connect at 56K speed: The host modem may not support a 56K (V.90) connection speed. The speed at which you connect depends on several factors, such as the current condition of the telephone line. If you try connecting at another time, it’s possible you may be able to connect at 56K. If the modem will not connect at any speed Make sure the telephone line goes from the modem phone jack on the right side of the computer to the telephone jack on the wall. If you have a single telephone line for voice and modem use, make sure no one else is using the line and that the phone is not off the hook. Contact your Internet Service Provider (ISP). It's possible that service may be unavailable temporarily or that your settings are incorrect. Try restarting your computer and attempt another connection. Try an alternative dial-in number. Download the latest modem driver from the technical support area of the HP Pavilion Notebook Web site. In Windows 98 or Windows ME, run the modem diagnostics: 1. Click Start, Settings, Control Panel. 2. Double-click Modems. 3. Click the Diagnostics tab. 4. Click the port to which your modem is attached. 5. Click More Info. In Windows Help, use the Modem Troubleshooter. If the modem connection is dropped when transferring large files There may be static or interference on the phone line. Try connecting later. • If a serial or PC card modem is not working, disable the internal modem. 1. Click Start, Settings, Control Panel. 2. Double-click System. 3. Click the Device Manager tab. 4. Double-click Modem to list the current modem devices. 5. Double-click the internal modem. 6. Select the checkbox “Disable in this hardware profile.”

PC Card (PCMCIA) Problems

If the notebook doesn’t recognize a PC Card: Remove and reinsert the PC card. If the card requires an IRQ, check that there is one available. Look in Device Manager, Properties, Interrupt Request (IRQ). Check the HP Pavilion Notebook Web site for information about supported PC Cards. Try the card in another computer. Reboot the computer. You may also want to test the PC card with diagnostics. See Testing Hardware Operation. If an I/O card stops communicating properly The card may have been reset if the computer suspended or turned off. Exit any applications, then remove and reinsert the card.

If a PC card modem is not working: Disable the internal modem. 1. Click Start, Settings, Control Panel. 2. Double-click System. 3. Click the Device Manager tab. 4. Double-click Modem to list the current modem devices. 5. Double-click the internal modem. 6. Select the checkbox “Disable in this hardware profile.”

Performance Problems

If the computer pauses or runs sluggishly:

• Press CTRL+ALT+DEL to see if an application is not responding.
• Reboot the computer.
• Delete temporary and unneeded files.
• Certain background operations (such as VirusScan) can affect performance while they’re running.
• Check the BIOS Setup settings: 1. From the Start menu, shut down, then restart the computer. 2. When you see the HP logo, press F2 to enter the BIOS Setup utility. 3. From the Power menu, set CPU Cooling Modes to Performance. 4. Exit the BIOS Setup utility.
• Some file browsers may be unresponsive while they’re processing a graphic image or waiting for broken network connections to time out.
• Install additional memory if Windows is spending a lot of time swapping to disk.
• Check amount of available free disk space.

Ask me about:

• Audio Problems
• Cd-rom Drive Problems
• Display Problems
• Dvd Problems
• Hard Disk Drive Problems
• Heat Problems
• Keyboard Problems
• Touch Pad Problems
• Mouse Problems
• Memory Problems
• Midi Problems
• Modem Problems
• Performance Problems

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