hdd troubleshooting guide

HDD Troubleshooting Guide of 48

HP HARD DISK DRIVE

TROUBLESHOOTING GUIDE


TABLE OF CONTENTS 1 Drive Self Test (DST) ...................................................................... 3

1.1 Introduction ..................................................................................................... 3 1.2 Tools and Diagnostics: Drive Self Test – DST............................................ 3 1.3 DST Benefits .................................................................................................... 3

2 Running the Drive Self Test - DST .................................................. 5 2.1 Option 1: Run DST using Drive Protection System from the system BIOS 5

2.1.1 Run DST from system BIOS -- HP notebook examples.................... 7 2.1.2 Run DST from system BIOS -- HP workstation example ............... 15 2.1.3 Run DST from system BIOS -- HP desktop example...................... 18

2.2 Option 2: Run DST from HP Instant Support Web Site.......................... 21 2.3 Option 3: Run DST from HP Insight Diagnostics Offline Edition........... 26

3 Hard disk drive troubleshooting flow charts ................................ 33 3.1 FLOW CHART 1: Run the Short Drive Self Test....................................... 33 3.2 FLOW CHART 2: HDD error and operating system will not boot -- with video ........................................................................................................................ 34 3.3 FLOW CHART 3: No OS boot and HDD makes clicking noise................ 35 3.4 FLOW CHART 4: Noisy HDD and OS boots .............................................. 36 3.5 FLOW CHART 5: Operating System Will Not Boot................................... 37 3.6 FLOW CHART 6: Hangs during operation ................................................. 38 3.7 FLOW CHART 7: Drive error during operation ......................................... 39 3.8 FLOW CHART 8: HDD utilities report errors ............................................. 40 3.9 FLOW CHART 9: Blue screens .................................................................... 41 3.10 FLOW CHART 10: Cannot run Drive Self Test due to failure................. 42 3.11 FLOW CHART 11: Drive Self Test is Not Enabled in BIOS setup .......... 43

4 Operating system and CMOS help ................................................ 44 4.1 How to do a System Restore ...................................................................... 44 4.2 How to re-install the Operating System .................................................... 46 4.3 How to Clear and Reset the CMOS on Desktop Computers................... 47


1 Drive Self Test (DST)

1.1 Introduction The troubleshooting flow charts presented in section 3 are to be used to improve the use of the Drive Self Test (DST). The purpose of these flow charts is to increase solution/resolution accuracy in order to increase customer satisfaction with higher system uptime. Use of the flow charts will decrease the need for re-repairs and will decrease no fault found rates. It is critical that these flow charts are followed when a hard disk drive (HDD) may be the cause of the failure and the failure may result in the replacement of the hard disk drive. Below are some definitions and explanations for using tools associated with these flows charts.

1.2 Tools and Diagnostics: Drive Self Test – DST The Drive Self Test (DST) is an integral part of most hard disk drives shipped today. Depending on the product, DST can be launched in several ways including from DPS in the BIOS, from HP Insight Off-line Diagnostics and from HP Instant Support. DST consists of 2 tests:

There is a short (“quick”) test that takes 2 to 5 minutes to complete from start to finish and tests the basic functionality of the drive.

There is a long (“comprehensive”) test that takes much longer to complete.

The length of the test varies depending on the size of the drive and can take anywhere from 20 minutes for smaller drives up to a couple of hours for larger drives.

1.3 DST Benefits

• This test does not erase data when a failure is found. • Accuracy: failure of either of these two tests assumes 100% failure of HDD and

the HDD must be replaced. Successful passing of the quick test gives a 90% assurance that the drive is good. Successful passing of the long test is a close to 100% assurance that the drive is good.

• This test is developed by each hard disk drive manufacturer based on common industry standards. It is loaded on the hard disk drive during manufacturing.

• Predictive ability: this test can detect potential failure that could occur if the user

continues to use the hard disk drive.


• It can be invoked in 3 different ways: from the system BIOS, from the HP web site (HP Instant Support) and from a bootable CDROM (HP Insight Diagnostics Off-line Edition). It is available for customers and support partners on the HP Web site during the life of the product.

• The DST is available for:

- Most desktops built from 2000 - Most workstations built from 2002 - All notebooks built from 2003

• DST results are logged on the hard disk drive itself for analysis by the HP repair

vendor when the hard disk drive is returned for repair.

NOTE: Troubleshooting help for many HP desktops and workstations can be found in the troubleshooting guides located on the HP Web site.

- Go to http://www.hp.com. - Select “Support & Troubleshooting”. - Select “See support and troubleshooting”, then desired product - Within the self-help resources section, select “manuals”. - Select the appropriate manual.


2 Running the Drive Self Test - DST There are three different ways to run DST on supported hard disk drives. Not all HP computers support all three options. (See the DST Product Support Matrix on the CSN Diagnostic Tools page (speedcode TDIA) for details.)

Option 1: Run DST using Drive Protection System from the system BIOS. Option 2: Run DST from HP Instant Support Web site. Option 3: Run DST from the HP Insight Diagnostics Offline Edition.

2.1 Option 1: Run DST using Drive Protection System from the system BIOS Most HP computers contain DPS in the BIOS which will allow the launch of the DST for most hard disk drives. DPS does not support SCSI and will not be available for these drives. Most SATA and IDE hard disk drives support DST. Most DPS systems launch both Quick and Comprehensive tests on the hard disk drive. The first test is the Quick test. The Comprehensive test may launch automatically after the completion of the Quick test and can be aborted if only the Quick test is desired. Procedure: to access DPS through computer setup, follow these steps:

1. Turn on or restart the computer.

2. During POST, when the F10 Setup message appears in the lower portion of the screen, press the F10 key to enter Computer Set-up.

(For some computers you will need to press the F2 function key instead of the F10 function key to get into setup. Your computer will display a message identifying the appropriate function key.)

If you do not press the F10 (or F2) key while the message is displayed, you must restart the computer to access the utility.

Select language.

A choice of headings appears in the Computer Setup Utilities menu; some of these may be:

“File, Storage, Security, Power, Advanced” or “File, Security, Tools, Advanced” …

3. Under “Storage” or “Tools” or possibly another heading you will find

“IDE DPS Self-Test” or “HDD Self-Test”.

The screen will display the list of DPS-capable hard disk drive that are installed on the computer.


If no DPS-capable hard disk drive are installed, the “IDE DPS Self-Test” or “HDD Self-Test” option will not appear on the screen. (Note: SCSI drives are not DPS-capable drives)

4. Select the hard disk drive to be tested using the up and down arrow keys.

Press F10 to accept selection Follow the menu screens to run the desired test.

For some computers, the Quick and Comprehensive tests are run consecutively. To run the Quick test only, allow the Quick test to complete and once the Comprehensive test has started, press “esc” to abort the test. A failure message will appear after the Quick test if there are any failures.

When either test has been completed, one of three messages will be displayed:

• Test Succeeded. Completion Code 0. • Test Aborted. Completion Code 1 or 2. • Test Failed. Drive replacement recommended. Completion Code 3-14.

(e.g. Test Failed. Drive replacement recommended. Completion Code 7.)

The completion code, if available, should be recorded for use on the warranty claim and utilized in diagnosing the computer problem.

If the Comprehensive Test is aborted after the hard disk drive passes the Quick test, only the “Test Aborted” message will appear.


2.1.1 Run DST from system BIOS -- HP notebook examples CASE 1: Quick DST & Comprehensive DST automatically run consecutively During POST • Press the [F10] key

• Select: Tools - HDD Self-Test options

F10=ROM Base Setup

Bios VersionFile Security Tools Advanced

Activate HDD Self-Test Options <F1=Help>

Battery Status

Tools

HDD Self-Test options

Computer Setup


Select the listed hard disk drive • Press [F10] = Select

• You will see a message like “Estimated execution time (min): 48”

NOTE: The displayed time is the sum of the Quick + the Comprehensive tests. • Press [F10] = Continue

The Quick DST starts first. - If the hard disk drive has a failure, the test stops and an error message pops up.

Computer Setup Bios VersionFile Security Tools Advanced


Tools

F10=Select, ESC=Cancel

Notebook hard drive


Battery Status




Tools

F10=Continue, ESC=Cancel

Estimated execution time (min): 48

HDD Self-Test

Battery Status




Tools

Self test in progress …………… x% complete

HDD Self Test

Battery Status


Test 1 (Quick)

ESC=Cancel


- If the hard disk drive is good, the test finishes within 2 minutes. Then Comprehensive DST starts automatically. - If the hard disk drive has a failure, the test stops and an error message pops up. NOTE: user can stop the test at any time by pressing the [ESC] = Cancel key.

- If the hard disk drive is good, the test finishes within 40 to 120 minutes.

Press any key to go back to the starting menu.



Tools

Test succeeded

HDD Self Test

Battery Status


Test 1 (Quick)

ESC=Cancel

Test 2 (Comprehensive)Self test in progress …………… x% complete



Tools

Test succeeded

HDD Self Test

Battery Status


Test 1 (Quick)

Press any key to continue

Test 2 (Comprehensive)Test succeeded



Tools


Notebook hard drive


Battery Status



User stops Comprehensive DST The “Aborted” message is displayed.

The “Aborted” message could also look like this.



Tools

Test succeeded

HDD Self Test

Battery Status


Test 1 (Quick)

ESC=Cancel

Test 2 (Comprehensive)Aborted



Tools

Test succeeded

HDD Self Test

Battery Status


Test 1 (Quick)

Test 2 (Comprehensive)Test stopped by host



CASE 2: Quick DST & Comprehensive DST are not combined During POST • Press the [F10] key

• Select:

Tools - HDD Self-Test options

F10=ROM Base Setup

Bios VersionFile Security Tools Advanced


Battery Status

Tools



Select the listed hard disk drive • Press [F10] = Select

• Select “HDD Self Test

(Quick: 2 minutes)” • Press [F10]=Continue

to run the Quick DST.

Test in progress… - If the hard disk drive has a failure, the test stops and an error message pops up.



Battery Calibration

Tools



Notebook hard drive




Battery Calibration

Tools



HDD Self Test (Quick: 2 minutes)

HDD Self-Test

HDD Self Test (Comprehensive: 32 minutes)


Battery Calibration

Tools





If the hard disk drive is good, the test finishes within 2 minutes.

At the end of the Quick test, the DST selection page is displayed again. If you want to run the Comprehensive test: • Select « HDD Self Test

(Comprehensive : xx minutes)”

• Press [F10]=Continue to run the Comprehensive DST.

Test in progress… - If the hard disk drive has a failure, the test stops and an error message pops up.



Battery Calibration

Tools


Self test completed OK ……… 100% complete





Battery Calibration

Tools




HDD Self-Test




Battery Calibration

Tools





- If the hard disk drive is good, the test finishes in 40 to 120 minutes.

At the end of the Comprehensive test, the test selection page is displayed again. • Press [ESC]=Cancel to go

back to the main menu.



Battery Calibration

Tools


Self test completed OK ……… 100% complete





Battery Calibration

Tools




HDD Self-Test



2.1.2 Run DST from system BIOS -- HP workstation example During POST • Press the [F10] key • Select: Language • Select:

Storage - DPS Self-Test

Select the listed hard disk drive • Press [F10] = Accept

Hewlett-Packard Setup UtilityFile Storage Security Power Advanced

<F1=Help>

Device ConfigurationStorage Options

DPS Self-test

Storage

Boot Order


<F1=Help>


DPS Self-test

Storage

Boot Order

F10=Accept, ESC=Cancel

Select a drive:► 40.0 GB xxxxx

DPS Self-test



NOTE: The displayed time is the sum of the Quick + the Comprehensive tests. Press [F10] = Accept to launch both tests.

The Quick DST starts first. - If the hard disk drive has a failure, the test stops and an error message pops up. - If the hard disk drive is good, the test finishes within 2 minutes.

Then the Comprehensive DST starts automatically. - If the hard disk drive has a failure, the test stops and an error message pops up. NOTE: the user can stop the test at any time by pressing the [ESC] = Cancel key.

Hewlett-Packard Setup Utility File St Security Power Advanced

<F1=Help>


DPS Self-test

Storage

Boot Order


Estimated execution time (in minutes): 32Pres F10 to continue, or ESC to cancel

DPS Self-test


<F1=Help>


DPS Self-test

Storage

Boot Order

ESC=Cancel

Performing test 1 … …………………………… 40%

DPS Self-test


<F1=Help>


DPS Self-test

Storage

Boot Order

ESC=Cancel


DPS Self-test


If the hard disk drive is good, the test finishes within 40 to 120 minutes. Press any key to go back to the starting menu.

Hewlett-Packard Setup Utility File Storage Security Power Advanced

<F1=Help>


DPS Self-test

Storage

Boot Order

Pres any key to continue

Test succeeded Completion Code: 0 Drive Information:

DPS Self-test

Size 40.0 GB Model xxxxxxxxxx Firmware 3.20 Serial Number ssssssss Location SATA 0


2.1.3 Run DST from system BIOS -- HP desktop example During POST • Press the [F10]

key

• Select: Storage - DPS Self-Test

<F9=Boot menu> <F10=Setup> <F12=Network Service Boot>Bios Version


<F1=Help>


DPS Self-test

Storage

Boot Order


Select the listed HDD. • Press [F10] = Accept


NOTE: The displayed time is the sum of the Quick + Comprehensive tests. Press [F10] = Accept to launch both tests. The Quick DST starts first. - If the hard disk drive has a failure, the test stops and an error message pops up. - If the hard disk drive is good, the test finishes within 2 minutes.


<F1=Help>


DPS Self-test

Storage

Boot Order


Select a drive:► 40.0 GB xxxxx

DPS Self-test


<F1=Help>


DPS Self-test

Storage

Boot Order


Estimated execution time (in minutes): 32Pres F10 to continue, or ESC to cancel

DPS Self-test


<F1=Help>


DPS Self-test

Storage

Boot Order

ESC=Cancel


DPS Self-test


Then the Comprehensive DST starts automatically. - If the hard disk drive has a failure, the test stops and an error message pops up. NOTE: the user can stop the test any time by pressing the [ESC] = Cancel key. If the hard disk drive is good, the test finishes within 40 to 120 minutes. Press any key to go back to the starting menu.


<F1=Help>


DPS Self-test

Storage

Boot Order

ESC=Cancel


DPS Self-test


<F1=Help>


DPS Self-test

Storage

Boot Order

Pres any key to continue

Test succeeded Completion Code: 0 Drive Information:

DPS Self-test

Size 40.0 GB Model xxxxxxxxxxFirmware 3.20 Serial Number ssssssss Location SATA 0


2.2 Option 2: Run DST from HP Instant Support Web Site HP Instant Support Professional Edition: this is a tool that is available on the HP Web site and is supported on HP desktops, workstations and notebooks running MicroSoft Windows. This tool can launch both the Quick and Comprehensive DST hard disk drive tests.

Note: this tool is also available through the Help and Support Center (HSC is supported only on XP OS); from your desktop, select “START” and select “Help and Support” from the menu on the right side, select the Troubleshoot a Problem Icon and then follow the steps below.

HP recently introduced a video to aid customers and partners in learning how to use this powerful diagnostic tool. The video is now available in English is available from the Features page of the Business & IT Services link from the home page of www.hp.com. Procedure: to launch the DST from HP Instant Support, follow these steps:

1. Connect to the HP Instant Support Website and select Launch an online diagnostic session.

The URL for Instant Support is - http://instantsupport.hp.com or http://www.hp.com/go/ispe.


2. On the Advice Disclaimer page, click the I Accept button to allow HP to collect data to assist with the analysis of the failing system.

3. On the Customer Information Page, select Region, Country, Product Category, and Connection type and then click Next.

Note: Connection selection must be ”locally connected” to run diagnostics.


4. On the Device Detection page, click on the Run System Health Scan button. The System Health Scan will run and may take up to 90 seconds to complete.

5. Using information on the Health Scan Complete page, correct any critical issues that are identified. If the problem still exists, click the Hardware Diagnostics tab to get access to the hard disk drive diagnostic (DST Quick test).


6. On the Hardware Diagnostics page, select the IDE hard disk test and then click the Run Selected Diagnostic button.

Note: The typical test time is around 2 to 5 minutes for the quick test.

7. If hard disk drive test fails, log the error code. Contact HP to obtain a replacement drive.

8. To run the Comprehensive test, click on the Advanced Diagnostics tab, select the IDE hard disk test and then click on the Run Selected Diagnostic button. This test may run for over an hour depending on the hard disk drive capacity.

Note: The typical test time is around 1 minute for every 1 Gigabyte of capacity (e.g. a 40GB drive should take approximately 40 minutes to test).


9. If hard disk drive test fails, log the error code. Contact HP to obtain a replacement drive.


2.3 Option 3: Run DST from HP Insight Diagnostics Offline Edition

HP Insight Diagnostics Offline Edition is a set of offline diagnostic tools that boots from its own Linux OS. It is shipping today and is included on the Documentation and Diagnostics CD for desktops and workstations. It is shipping with desktops beginning with desktops introduced in May, 2005. It is available for all workstations shipping from June, 2004. It is not available for notebook computers. These diagnostics can also be downloaded from the www.hp.com Web site under “Driver Downloads” for supported products. This is an “ISO image file” package that can be downloaded, saved to a temporary folder and burned to a CDROM (a file of approximately 100 MB in size). This tool will launch the DST for all supported hard disk drives (IDE, SATA, SCSI are supported). It includes:

Quick diagnostics Comprehensive diagnostics Custom diagnostics Interactive and non-interactive diagnostics

for a full set of components (in addition to the hard disk drive), for example:

• Memory • Processor • Storage devices • Multimedia devices • Input devices (mouse, etc.)


To launch the DST tests from HP Insight Diagnostics, follow these steps: 1. Boot from HP Insight Diagnostics CDROM.

Safe Mode Graphic Option is offered here. There is a 5 second timer. Default is: Normal Drivers

2. HP Insight Diagnostics is loading.


3. Select language, keyboard model and layout, then press [continue].


4. Accept the Standard License Agreement.

5. HP Insight Diagnostics starts to load all components.

After each component loads, status will change from “Loading” to “Completed” with a green checkmark to the left.


6. When all are completed, the Survey Screen will be displayed.


7. Select the “Test” tab.

8. Select “Custom” and “Unattended” test. 9. Select “+” on storage and select “+” for the HDD testing. 10. To run the DST Quick test, select only the “Short Offline Self Test”. 11. To run the DST Comprehensive test, select only the “Extended Offline Self

Test”. 12. Select “Begin Test”. The test will run and will report any errors that are

found. 13. Diagnostics log saving To save the result, select Save and Save to Floppy will appear or Save to USB key if installed.


3 Hard disk drive troubleshooting flow charts

3.1 FLOW CHART 1: Run the Short Drive Self Test


3.2 FLOW CHART 2: HDD error and operating system will not boot -- with video

HDD error and system hangs during POST (Power On Self Test) prior to OS loading; there is video; OS doesn’t boot.

Check and reseat cables for HDD

Resolved?

Clear CMOS

Resolved?

Move HDD to another system

Does failure follow HDD?

Proceed with normal hardware

troubleshooting for failures in other

hardware

Do not replace HDD

Do not replace HDD

PASSED?Record failure

code; replace HDD

NO

YES

NO

NO

NO

YES

YES

YES

Re-install OS using HP Restore/Restore Plus/OS

CD or OEM media

Resolved?

Do not replace HDD



hardware

Cannot move to another system

YES

NO

This flow chart is used when OS boot fails and OS is not initiated. Video is working and symptoms tend to point to HDD.

Run Long Drive Self Test· from BIOS or· from HP Insight Off-line

Diagnostics CDROM


3.3 FLOW CHART 3: No OS boot and HDD makes clicking noise

HDD passes short test but OS will not

boot and HDD makes clicking

noise

Power system off, disconnect HDD

cables (power and data); turn system

on.

Does the clicking noise

continue?



hardware

YES

NO

Replace HDD

This flow chart is used when OS does not boot, OS is not initiated and HDD makes a clicking noise. Symptoms tend to point to HDD.


3.4 FLOW CHART 4: Noisy HDD and OS boots


3.5 FLOW CHART 5: Operating System Will Not Boot

Failed? Record failure code; replace HDD





hardware


Repair Install Operating System

(Windows XP Only)

NOYES

Resolved?Do not replace

HDD.

Re-install Operating System using HP Restore/Restore Plus/OS

CD or OEM media


HDD.

Proceed with normal hardware troubleshooting for failures in other hardware. Ideas:· Run HP Insight Diagnostics to identify other failed components.· As a last resort, replace motherboard

YES

YES

NO

NO

NO

YES

No Successful Boot of OS (locks up during boot of OS)

Run Long DST· from BIOS setup or· from HP Insight Off-line Diagnostics CDROM

This flow chart is used when the HDD passes the short drive self test but the OS does not boot and locks up during boot of OS.


3.6 FLOW CHART 6: Hangs during operation


3.7 FLOW CHART 7: Drive error during operation

Drive error during operation. (computer continues to function, but there are HDD errors)

Failed?Record failure

code; replace HDD





hardware


Do Windows XP System Restore

(Windows XP Only)

NOYES


HDD.


CD or OEM media


HDD.

YES

YES

NO

NO

NO

YES

Do Repair Install OS(Windows XP Only)

Resolved?YES

NO

Do not replace HDD.

Run Long Drive Self Test · from BIOS or· from HP Insight Off-line Diagnostics CDROM or· from HP Instant Support

Proceed with normal hardware troubleshooting for failures in other hardware. Ideas:· Run HP Insight Diagnostics to identify other failed components.· As a last resort, replace motherboard.

This flow chart is used when the HDD passes the short drive self test and computer continues to function but there are disk errors.


3.8 FLOW CHART 8: HDD utilities report errors


3.9 FLOW CHART 9: Blue screens

System blue screens and HDD is suspected to be the cause of the

failure

Failed?Record failure

code; replace HDD



NO

YES




hardware

Do Windows XP System Restore

(Windows XP Only)

NOYES


HDD.

Re-install OS using HP Restore/Restore Plus/OS CD or OEM media


HDD.

YES

YES

NO

NO


Resolved?YES

NO

Do not replace HDD.

Run Long Drive Self test· from BIOS or· from HP Insight Off-line Diagnostics CDROM or· from HP Instant Support

Proceed with normal hardware troubleshooting for failures in other hardware. Ideas:· Run HP Insight Diagnostics to identify other failed components.· As a last resort, replace motherboard.

This flow chart is used when HDD passes the short drive self test and the computer shows blue screens.


3.10 FLOW CHART 10: Cannot run Drive Self Test due to failure


3.11 FLOW CHART 11: Drive Self Test is Not Enabled in BIOS setup

DPS is not in BIOS setup so DST is not enabled.

System POSTs successfully.HDD is suspected to be the

failure

YES

Run HP Insight Off-line Diagnostics from CD or download

from HP support Web site

HP Insight Diagnostics Available?



hardware

Run short test under Custom Unattended Storage:

“Hard Drive Short Offline SelfTest”

Passed? Record failure code; replace HDD

Run long test under Custom Unattended Storage:

“Hard Drive Extended Offline SelfTest”

Passed? Record failure code; replace HDD

NO

NO

YES



YES

NO




hardware

So Windows XP System Restore

(Windows XP Only) NOYES

Resolved? Do not replace HDD.


CD or OEM media

Resolved? Do not replace HDD.

YES

YES

NO

NO


Resolved?YES

NO

Do not replace HDD.

Cannot Run Short or Long Drive Self Test from BIOS Setup as DST Is Not Enabled

Proceed with normal hardware troubleshooting for failures in other hardware. Ideas:

Run HP Insight Diagnostics to identify other failed components.As a last resort, replace motherboard.

This flow chart is used when neither the short nor the long drive self test can be run. DPS is not in BIOS setup so DST in not enabled. Symptoms tend to point to HDD.


4 Operating system and CMOS help

4.1 How to do a System Restore System Restore Procedure in Windows XP

1. Log on to Windows as Administrator. 2. Click Start, point to All Programs, point to Accessories, point to System

Tools, and then click System Restore. System Restore starts. 3. On the Welcome to System Restore page, click Restore my computer to

an earlier time (if it is not already selected), and then click Next.

4. On the Select a Restore Point page, click the most recent system checkpoint in the On this list, click a restore point list, and then click Next. A System Restore message may appear that lists configuration changes that System Restore will make. Click OK.


5. On the Confirm Restore Point Selection page, click Next. System Restore restores the previous Windows XP configuration and then restarts the computer.


6. Log on to the computer as Administrator. The System Restore Restoration Complete page appears. Click OK.

7. If the problem still exists, then run HP self-help diagnostics from HP Instant Support (instantsupport.hp.com).

4.2 How to re-install the Operating System

1. Insert the HP Restore CD (desktops) or the HP Restore Plus CD (workstations) or the OS CD/DVD of the 2-CD/DVD set (notebooks) in the CD drive of the computer, power the system on and follow the prompts to restore the system to its factory shipping condition. 2. If the problem still exists, follow standard hardware troubleshooting for failures in other hardware.


4.3 How to Clear and Reset the CMOS on Desktop Computers The computer’s configuration memory (CMOS) stores password information and information about the computer’s configuration. Using the CMOS Button 1. Turn off the computer and any external devices, and disconnect the power cord from the power outlet. 2. Disconnect the keyboard, monitor, and any other external equipment connected to the computer. WARNING: To reduce the risk of personal injury from electrical shock and/or hot surfaces, be sure to disconnect the power cord from the wall outlet and allow the internal system components to cool before touching. CAUTION: When the computer is plugged in, the power supply always has voltage applied to the system board even when the unit is turned off. Failure to disconnect the power cord can result in damage to the system. CAUTION: Static electricity can damage the electronic components of the computer or optional equipment. Before beginning these procedures, ensure that you are discharged of static electricity by briefly touching a grounded metal object. See the Safety & Regulatory Information guide (www.hp.com, Support and Troubleshooting, select your product, manuals under self-help resources) for more information. 3. Remove the computer cover or access panel. CAUTION: Pushing the CMOS button 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. Backup is easily done through Computer Setup. See the Computer Setup (F10) Utility Guide for information on backing up the CMOS settings. (www.hp.com, Support and Troubleshooting, select your product, manuals under self-help resources) 4. Locate, press, and hold the CMOS button in for five seconds. Make sure you have disconnected the AC power cord from the wall outlet. The CMOS button will not clear CMOS if the power cord is connected.


CMOS button For assistance locating the CMOS button and other system board components on desktop computers, see the Illustrated Parts Map (IPM) for that particular desktop computer. It is available on the HP support web site. (www.hp.com, Support and Troubleshooting, select your product, select manuals under self-help resources) Replace the computer cover or access panel.

End of document

hdd troubleshooting guide

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