T R O U B L E S H O O T I N G G U I D E L I N E S

Transcription

1 Troubleshooting Guidelines

2 T R O U B L E S H O O T I N G G U I D E L I N E S BASIC HARDWARE TROUBLESHOOTING Troubleshooting Process 1. Identify the problem 2. Gather the information 3. Develop a solution 4. Implement the solution 5. If the problem is not solved, repeat the steps 1 to 4 and proceed to the next step if otherwise 6. Document the problem and solution MOST COMMON ERRORS ERROR MESSAGE DESCRIPTION Bad Sector writing or reading to drive Sector markings on the disk may be fading Try ScanDisk or reformat the disk. Bad Command or File not found The DOS command just executed cannot be interpreted, or DOS canot find the program file specified in the command line Check the spelling of the filename and check that the path to the program file has been given to DOS 1 Single beep followed by Systemboard problems, possibly with DMA, CMOS 3, 4, or 5 beeps setup chip, timer, or system bus 2 Beeps The POST numeric code is displayed on the monitor 2 Beeps followed by 3, 4, First 64K of RAM has errors or 5 beeps 3 Beeps followed by 3, 4, Keyboard controller failed or video controller failed or 5 beeps 4 Beeps followed by 2, 3, Serial or parallel ports, system timer, or time of day or 4 beeps Continuous beeps Power Supply Configuration/CMOS Check setup for errors error Insufficient memory Setup information does not agree with the actual hardware the computer found during boot This error happens under Windows when too many applications are open Close some applications. A reboot may help.

3 ERROR MESSAGE DESCRIPTION Fixed disk error The OS cannot locate the hard drive, or controller card is not responding Hard drive not found Computer cannot find the hard drive that setup told it to expect. Incorrect DOS version Invalid drive specification Invalid or missing COMMAND.COM No boot device available Non-system disk or disk error Not ready reading drive A: Abort, Retry, Fail? Code in the 100 range Code in the 200 range Code in the 300 range Code in the 500 range Code in the 600 range Code in the 700 range Code in the 900 range Code in the range Code in the 1300 range Code in the 1700 range Code in the 6000 range Code in the 7300 range Track 0 bad, disk not usable You are attempting to use a DOS command such as FORMAT. The computer is unable to find a hard drive or a floppy drive that setup tells it to expect. The hard drive may have a corrupted partition table. This may be caused by a nonbooting disk in drive A. The hard drive is not formatted, or the format is corrupted, and there is no disk in drive A. COMMAND.COM or one of two DOS hidden files is missing from the disk in drive A or the hard drive. The disk in drive A is missing, is not formatted, or is corrupted. Systemboard errors RAM errors Keyboard errors Video controller errors Floppy drive errors Coprocessor errors Parallel port errors Systemboard errors Check cables, connections, and power supply. Use the DOS software from the same version that you are running. Remove the disk and boot from drive C. COMMAND.COM on drive C may have been erased Boot from a floppy and examine your hard drive for corruption Remove the disk in drive A and boot from the hard drive Try another disk Game controller or joystick errors Hard drive errors SCSI device or network card errors Floppy drive errors This usually occurs when Check the disk type and you attempt to format a compare to the format floppy disk using the command type specified. wrong format type.

4 ERROR MESSAGE DESCRIPTION Write-protect error writing drive A: When the disk where you are trying to write is writeprotected Let the computer write to the disk by setting the switch on a 3.5-inch disk POST Errors Power On Self-Test Errors are useful troubleshooting aides. The POST produces both visual and audio error codes. These codes depend on the manufacturer of the BIOS. The following codes are AMI BIOS codes. BEEP SOUND ERROR MESSAGE DESCRIPTION 1 Short beep DRAM Refresh failure The programmable interrupt timer or controller might be bad. 2 Short beeps Memory Parity Error A memory parity failure has occurred with first 64k of RAM. 3 Short beeps Base 64k RAM Error A memory failure has occurred in the first 64k of RAM. 4 Short beeps System Timer Error There is a failure with the system timer or with the first bank of memory. 5 Short beeps Microprocessor error There has been a failure with the CPU. 6 Short beeps Keyboard/Gate A20 There has been a failure Failure 7 Short beeps Virtual Mode Exception Error 8 Short beeps Video Display Memory Error 9 Short beeps ROM BIOS Checksum failure 10 Short beeps CMOS Shutdown Register Read/Write Error 1 long beep, 2 short Failure in Video System beeps with the keyboard. There has been a failure with the motherboard or CPU. There has been a failure with the video adapter. There has been a failure with the BIOS Chip. CMOS shutdown has failed. There has been a failure of the video display or a cable is unattached. 1 long beep Normal Operation The computer has passed the POST and is performing normally.

5 VISUAL ERROR DESCRIPTION MESSAGE CMOS battery low There has been a failure with the CMOS battery or the checksum test. CMOS system option not set There has been a failure with the CMOS battery or the checksum test. CMOS checksum failure The checksum test failed or the CMOS battery is low. CMOS display mismatch There has been a display type verification failure. CMOS memory size There has been a setup and system configuration failure. mismatch CMOS timer and date not set There has been a setup and system configuration failure with the timer circuitry. Keyboard error There has been a keyboard failure. Keyboard locked There has been a keyboard failure. CH-X timer error There has been a Channel X (0, 1, or 2) Timer failure. Display Switch setting There has been a display type error. not proper FDD Controller Error There has been a floppy drive setup failure. HDD Controller Error There has been a floppy drive setup failure. C: Drive Error There has been a floppy drive setup failure. D: Drive Error There has been a floppy drive setup failure. Invalid Switch Memory Failure There has been an error with Real/Protected mode change over Gate A20 Error The GATE A20 portion of the keyboard controller has failed. CMOS Inoperational The CMOS shutdown register test has failed. DMA Error There is a failure with the DMA on the motherboard. DMA #1 Error There is a failure with the DMA on the motherboard. DMA #2 Error There is a failure with the DMA on the motherboard.

6 The following are some guidelines to different possible hardware problems. Monitor Problems Monitor problems are often caused by cable connections or contrast/brightness adjustments. Power LED does not go on, no picture Power LED is on, no picture on power up 1) Check if the monitor is properly plugged. 2) Verify if the outlet works. 3) If the monitor power cord is plugged into a power strip or surge protector, verity that the power strip is turned on, and the monitor is also turned on. 4) If the monitor power cord is plugged into the back of the computer, verify that the connection is tight, and that the computer is turned on. 1) Check the contrast adjustment. If there s no change, then leave it at a middle setting. 2) Check the brightness adjustment. If there s no change, then leave it at a middle setting. 3) Check the connection of the cables. 4) If the monitor-to-computer cable detaches from the monitor, exchange it for a cable you know is good or check the cable for continuity. 5) Confirm the proper system configuration set up on the Motherboard jumpers or DIP switches. Refer from the Motherboard manual. 6) Trade with a different monitor of the same type. 7) Test the monitor using another system unit. 8) Test a monitor in good condition on the computer you suspect to be bad. 9) Check the CMOS settings or software configuration on the computer. 10) Test the video card you think is bad on a computer that works. Test a video card you know is good on the computer that you suspect may be bad. Whenever possible, try to do both. If the card you think is bad works on a computer you know is good, then the card is good. If the card doesn t work on either machine, you have probably found the source of your problem. 11) If the video card has some socketed chips that

7 Power on, but monitor displays the wrong characters Monitor flickers and/or has wavy lines No graphics display or the screen goes blank when loading certain programs Screen goes blank 30 seconds or 1 minute after not touching the keyboard. Poor quality color display appear dirty or corrode, consider removing them and trying to clean the pins. You can use a clean pencil eraser to do this. But normally, if the problem is a bad video card, the most costeffective measure is to replace the card. 12) Test the RAM on the systemboard. 13) Trade the systemboard for one you know is good. 1) Change the video card. 2) Change the RAM, ROM or the Motherboard. 1) Check the cable. 2) Check if something in the office is providing a high amount of electrical noise. 3) Check if the refresh rate of the screen is below 60 Hz. 4) Try a different monitor set in the same location. If the same thing happens, suspect interference. 5) Check the Resolution if the video card being used supports it and if there is enough video RAM capacity. 6) If the monitor has degauss button to eliminate accumulated or stray magnetic fields, press it. 1) A special graphics or video accelerator card is defective or not present. 2) The software does not recognize the installed graphics card. 3) The video card may not support the resolution and/or color setting. 4) There may not be enough video RAM. 5) The wrong adapter/display type is selected. 1) Check the configuration if it is set to Standby or Doze in a certain period of inactivity. 2) Try to change the doze features in CMOS, using a menu option such as Power Management, or in the Screen Saver. 3) Some monitors have a Power Save switch on the back of the monitor. This may not be switched to your desired setting. 1) Fine-tune the colors using the adjustment buttons on the monitor. Refer to the monitor manual for directions. 2) Change the video card.

8 Picture out of focus, or out of adjustment Crackling Sound 3) Add more video RAM to use higher resolution. 4) Check other appliances near the machine that can cause interference. 1) Check the adjustment options of the monitor. 2) Readjust the focus of the monitor. Ask for a monitor technician s help. Dirt or dust inside the monitor may cause the sound. Ask for a monitor technician s help. Power Supply Problems The computer stops or hangs for no reason. Or sometimes it reboots. Memory errors appear occasionally. Data is written incorrectly to the hard drive. The keyboard stops working at add times. The Motherboard fails or is damaged. The Power Supply overheats. The fan on the power supply stops working 1) Remove other machines from the same circuit where the computer is connected. 2) Measure the voltage output of the power supply or exchange it for one you know is good. 3) Install an electrical conditioner to monitor and condition the voltage to the computer. 1) Turn the power off and remove all power cord connections to all components and turn the power back on. 2) Turn the power off and reconnect the power cords to the drives. 3) Suspect the motherboard subsystem. 4) Turn the power off and remove the power to the motherboard by disconnecting the P8 & P9, then turn the power back on. 5) If the fan turns on therefore the problem is not on the fan but it could be on the other components

9 powered by the P8 & P9. 6) Remove all interface cards and reconnect P8 & P9. 7) If the fan works again, the problem is with one of the interface cards. If the fan does not work, the problem is probably in the motherboard or to any component connected to it. 8) Check for missing standoffs that may be allowing the motherboard to ground to the computer case. 9) Find the damage on the bottom side of the motherboard that may be causing shorted circuits on the board. 10) Worn out wires on the cable connections can cause shorts. Disconnect the cables for other components on the motherboard and test the P8 & P9 connection. 11) Never replace a damaged motherboard with a good one without first testing the power supply. Keyboard Problems Keyboard problems are often replaced than repaired because of its low cost. A few keys don t work The keyboard does not work at all 1) Remove the cap on the bad key with a chip extractor. Spray contact cleaner into the key well. Do not use rubbing alcohol. 2) If this method of cleaning solves the problem, then clean the adjacent keys as well. 1) Verify the keyboard connection. 2) Replace the keyboard. 3) If the second keyboard does not work, reconnect the first keyboard to a computer that works properly to test the keyboard. 4) If the problem is with the keyboard, check the cable. 5) If possible, swap the existing cable with a cable known to be good. 6) If the problem is not the cable, replace the keyboard. 7) If the problem is with the computer, consider the two chips that affect the keyboard functions are the keyboard chip and the ROM BIOS chip. Otherwise the entire motherboard may have to be replaced.

10 Key continues to repeat after being released Keys produce the wrong characters 1) Clean the key switch with contact cleaner. 2) Very high humidity and excess moisture may short key switch contacts and cause keys to repeat. You can use a fan to blow air at the keyboard. A bad chip on the keyboard usually causes this problem. Replacing the original keyboard with a new one is the best thing to do. Mouse Problems Dirt and dust mostly causes the mouse to be defective. Replacing it is recommended if cleaning does not solve the problem. The cursor on the screen is difficult to move with the mouse Clean the rollers with a cotton swab dipped in a very small amount of liquid soap. Hard Drive Problems Hard Disk Drive problems can be diagnosed with the help of an interview or a series of questions on the owner/user of the hard drive like the following: o Was the computer moved recently? o Was there any new hardware installed lately? o Was there any software which was just installed? Hard Drive does not boot 1) Confirm if the switches of the monitor and the computer are turned on. 2) Try to use a bootable floppy disk, then log on to drive C:. 3) If the PC will not boot from the boot disk, verify that the boot disk is good.. Try using it in a different computer. To protect against viruses, write-protect it first. 4) Check to be sure that the power cable and disk controller cable connections are good and are correctly oriented.

11 Drive retrieves and saves data slowly Computer does not recognize a newly installed hard disk 5) Reconnect or swap the drive data cable. Reseat or exchange the drive adapter card. Exchange the hard drive with one you know is in working condition and try to boot from that. 6) A bad power supply or bad Motherboard may also cause a disk failure. 7) System files like the Command.com, IO.sys, MS DOS may be damaged, missing, or mismatched. 8) Restore hidden system files on drive C: using the command SYS. 9) Run Scandisk. 10) Boot from a utility disk like the Nuts & Bolts. 11) Run a current version of an antivirus program. 1) This could be caused by fragmented files that have been updated, modified, and spread over different portions of the disk. Run Defrag to rewrite fragmented files to contiguous sectors. 2) Verify if the hard disk drivers are properly installed. 1) Check the manual if the drive needs a low-level formatting. 2) Review the steps done on the installation. 3) Verify the CMOS setup if the configurations are correct. 4) Install the needed driver. 5) Be sure to set the DIP switches or jumpers correctly. 6) Be sure that the data cable has been properly connected. 7) Call the drive manufacturer if the above guidelines are not successful. Memory Problems Memory problems usually cause the computer or the system to hang. A TSR does not load high 1) Check if all command lines are present in CONFIG.SYS and AUTOEXEC.BAT. 2) Make sure that the DEVICEHIGH = commands in CONFIG.SYS are ordered so that the larger TSRs are placed first in the larger UMBs.

12 A device does not work or the system hangs Two expansion boards using the same upper memory addresses When UMBs and expansion boards conflict 3) Some TSRs do not work from upper memory, so test them before assuming that all is well. 1) Two expansion boards are using the same upper memory addresses. 2) DOS has created and is using a UMB in the same memory addresses used by an expansion board. 1) Read the documentation for each board for upper memory addresses in use. 2) Some expansion boards have DIP switches or jumpers that allow you to substitute one set of memory addresses for another. Change the settings to avoid the conflict. 3) You may change the memory addresses by adding a parameter to the command line that loads the device driver for the expansion board. 1) Read the manual for each board for upper memory addresses in use. 2) Use the Exclude option to the EMM386.exe command line. 3) Reboot the computer to activate the things. Floppy Drive Problems General failure reading drive A, Abort, Retry, Fail? 1) Remove the floppy disk. 2) Check the diskette for any dirt, hair or trash. 3) Verify if the disk spin freely inside the housing cover. 4) Remove the diskette, then put the disk back in the drive and try again. 5) Check the light on the drive and be sure the drive you are accessing is the correct drive where your diskette is inserted. 6) Try to use another diskette. 7) Try to insert your diskette in another drive. 8) Reboot the machine and try again.

13 Non-system disk or disk error. Replace and strike any key when ready. Invalid or missing COMMAND.COM Invalid Drive Specification Not ready reading drive A:, Abort, Retry, Fail? Track 0 bad, disk not usable Write-protect error writing drive A: 9) Try cleaning the drive s read/write heads. Use a head cleaning kit that includes a paper disk and a cleaning solution. 10) If none of the above solves the problem, go into the system unit and check the connections of the disk drive. This error message appears when you are booting from a disk that does not have the operating system on it. Replace the disk and try to boot again. This error message appears when DOS is loading and the tow hidden files are present but COMMAND.COM is not present, is corrupt, or is the wrong version. Boot from a bootable disk that has COMMAND.COM, and then copy the file to the disk that you want to be bootable. This error message appears when you are trying to access a drive that the operating system does not know is available. This error occurs when the disk in drive A is not readable. Maybe the disk is missing or is inserted incorrectly. The disk may have a bad boot record, errors in the FAT, or bad sectors. This message typically appears when you are trying to format a disk using the wrong disk type. This error occurs when the disk is write-protected and the application is trying to write to it. CD-ROM Drive Problems Problems when installing the CD-ROM drive Try creating a bootable disk with the missing commands and the referenced files. Review the different commands to install a CD-ROM drive. Example: AUTOEXEC.BAT and CONFIG.SYS.

14 The error message (Invalid Drive Specification) appears while trying to access the drive The install process is terminated with message MSCDEX.EXE not found The error message Not Enough Drive Letters appears during booting Conflict errors exist Computer does not recognize CD-ROM (no prompt for the designated CD-ROM drive) No Sound 1) Check that there are no errors in the command lines in the CONFIG.SYS or AUTOEXEC.BAT file according to the documentation that came with the CD-ROM. 2) Reset the adapter card and check cable connections. 3) The MSCDEX.EXE program may not be loaded. 4) Try a different version of MSCDEX. Look for this file in the \DOS directory and change the path in front of the filename in AUTOEXEC.BAT to point to that version. MSCDEX.EXE must be copied onto the hard drive. Increase the number of allowed drive letters with LASTDRIVE line in CONFIG.SYS: LASTDRIVE=Z. These will appear during booting as error messages, or they will cause some other device to fail to operate. The IRQ and the I/O address of your CD-ROM should be in the documentation. If not, call the manufacturer s technical support for this information. Check the configurations: -the CONFIG.SYS file should contain a CD device command line -the MSCDEX.EXE should be placed in the correct directory -check if another device is using the same port settings or IRQ number Check the connections: -the power cable of the CD-ROM -the data attached to the CD-ROM to the controller -double check if the pin 1 of the data cable is properly connected -check the jumper settings Check the sound cable between the CD-ROM and the analog audio connector on the sound card Check the speakers if it is turned on or the volume is turned high Check the speakers are plugged into the line Out or

15 Spkr port of the sound card Check the volume control for Windows Reinstall the sound card drivers Check the device if it is using the same I/O address or IRQ number Remove and Reinstall the driver Replace the sound card with a good one Laser Printer Problems Before you conclude that the problem is with the printer, make sure that the problem did not occur on the hardware communicating with the printer, the applications software using the printer, the printer driver or the printer cable. Also refer to the printer documentation for troubleshooting steps to solve printer problems. A good test on the printer is to print the manufacturer s test page from the PC, not just directly from the printer but from the Properties dialog box of the Printers in the Control Panel. Printer never leaves warm up mode A Paper Out message displays A Toner Low message displays, or print is irregular or light 1) Turn the printer off and disconnect the cable to the computer. 2) Turn on the printer. If it now displays a Ready message, the problem is communication between the printer and the computer. 3) Verify that the cable is connected to the correct printer port, not to a serial port. 4) Verify that data to the installed printer is being sent to the parallel port. 5) Replace the cable 1) Remove the paper tray. Be sure there is paper in the tray. 2) Check the lever mechanism that falls into a slot on the tray when no paper is present if it is jammed or bent. 1) Remove the toner cartridge from the printer, tap the cartridge to redistribute the toner supply, and replace it in the printer. Plan to replace the toner cartridge in the printer soon. 2) Extreme humidity may cause the toner to clump in the cartridge and give the same error message.

16 A Paper Jam message One or more white streaks appear in the print Print appears speckled Printed images are distorted 1) If paper is jammed inside the printer, follow the directions in the printer documentation to remove the paper. Carefully pull the paper evenly from the printer. 2) If there s no jammed paper, then remove the tray and check the metal plate at the bottom of the tray. If it does not move up and down freely, replace the tray with a new tray. 3) If the printer doesn t lift the plate as the tray is inserted, then the lift mechanism needs to be repaired. 1) Remove the toner cartridge, tap it to redistribute the toner supply, and replace the cartridge. 2) Check the printer manual for specific directions as to what part may need replacing when this problem occurs. Try to replace the cartridge. If the problem continues, the power supply assembly may be damaged. 1) Check for debris that might be interfering with the printer operation. 2) Replace the toner cartridge. Modem Problems The modem does not respond 1) Check if the modem is properly plugged into the phone jack. 2) Check the connection between the external modem and the computer. 3) Check the lines in the modem if they are not reversed. 4) Be sure that the phone line is working. Plug in a phone to verify that it has a dial tone. 5) Check the telephone number. 6) If the modem is newly installed, check if it has sufficient RAM or hard drive space. Try to close all other applications currently running. 7) Check the COM port or IRQ 8) For Internal modems, check the DIP switches and jumpers. 9) Try to move the internal modem to a different

17 The modem says that there is no dial tone, even though you can hear it The modem dials and then says that the other end is busy, even when you know that it is not The modem and the receiving modem take a very long time to negotiate the connection During a connection, it sounds as if the handshaking starts all over again File transfers are too low The modem loses connection at odd times or is slow expansion slot. 10) For an external modem, use a different serial cable. 11) Be sure that the installed software correctly initializes the modem. 1) Try to unplug any other equipment plugged into this same phone line, such as Fax machine. 2) Try giving the ATX() command before you dial. Enter the command under Advanced Settings. 3) Straighten your phone lines. Don t let them get all twisted and crossed up with other heavy electrical lines. 1) This can happen with international calls; the modem does not recognize the signal as a ring. Try to enter the ATX() command before entering the command to dial. 2) Straighten the phone lines and remove extra equipment. 1) Try calling again or using a different number. 2) Remove other equipment from your line. 3) Turn off data compression and try again. 4) Turn off error correction and try again. 5) Try forcing your modem to use a slower speed. Clear your line of equipment. Check the modem if it is configured for data compression. 1) Check the communications software for the speed assigned to the modem. 2) Try the connection using two modems of the same brand and model. If performance is better, the problem is most likely the phone line because two modems of the same brand and model are best able to compensate for a noisy phone line. 3) If the phone line from the modem to the jack is about 4 feet; therefore, electromagnetic interference may be the problem. 4) Straighten the phone lines and clear the lie of any extra equipment. 5) Reinstall the modem.

18 The modem drops the connection and gives the NO CARRIER message When the weather is bad, the connection often disconnects When large files are downloaded, some of the data is lost The connection fails whenever large files are uploaded or downloaded You get nothing but garbage across the connection 1) Most likely the connection was first dropped by the remote modem 2) Disable call waiting. 3) Remove extra equipment from the line and straighten the phone lines. Remove any extra equipment and straighten the lines. Make sure that hardware flow control is on and that software flow control is off, for the software, the COM port, and the modem. 1) Make sure that hardware flow control is on and that software flow control is off, for the software, the COM port, and the modem. 2) Lower the port speed. 3) For an external modem, try a different serial port cable. 1) Check the port settings. Try 8 databits, no parity and on stop 2) Slow down the port speed. 3) Slow down the modem speed Networking Problems Loss of Connectivity Operator Error Cannot make a connection The first rule of troubleshooting is to check for physical connectivity. Ensure that the cables are properly plugged in at both ends, that the network adapter is functioning by checking the link light on the NIC and that the hub status lights are on. It includes the issues such as User Account problems, the Hardware and Software problems, Software misconfigurations, missing or corrupt file and viruses that can be solved through careful handling of the said issues. 1) Check the modem if it works. 2) Check for the Dial-Up Adapter and TCP/IP

19 Problems with the TCP/IP configuration. 3) Check if the phone numbers are correct. 4) Reboot the computer and try again. 5) Try to remove and reinstall the installation of each network component. Begin with TCP/IP. 6) Try to dial the number manually from a phone and verify if the other end beeps. 7) Try to use another number. 1) Check the configurations using ipconfig. 2) Make a loopback address testing. Enter the command PING If this works, most likely the TCP/IP is configured correctly. 3) If you have been assigned an IP address, PING it. If you get any errors up to this point, then assume that the problem is on your computer. Check the installation and configuration of each component. Remove and reinstall each component and watch for error messages. Compare the configuration to that of a computer that is working, on the same network. 4) Next PING the IP address of your default gateway. If it does not respond, then the problem may be with the host computer or with the network to the computer. 5) If you substitute a URL for the IP address in the PING command, and the PING works, then you can conclude than DNS works. If an IP address works, but the URL does not work, the problem lies with DNS.