HP Omnibook 900 Service Manual

							HP OmniBook 900 Troubleshooting and Diagnostics 3-1
3 
Troubleshooting and Diagnostics
This chapter includes troubleshooting and diagnostic information for testing the functionality of the
OmniBook and identifying faulty modules:
 · Troubleshooting information
  Troubleshooting the problem (page 3-2).
  Verifying the repair (page 3-3).
  Suggestions for troubleshooting (page 3-4).
 · Diagnostic tools
  OmniBook hardware diagnostic program (page 3-12).
  Power-on self-test (page 3-18).
  Sycard PCCtest 450 PC Card (page 3-21).
  Desktop Management Interface (page 3-22).
  BIOS Setup utility (page 3-24).
 
Caution
 
Do not unnecessarily remove the CPU module from the motherboard. The CPU connector is
easily damaged during removal and insertion. 
						

							3-2 Troubleshooting and Diagnostics HP OmniBook 900
Troubleshooting
The suggestions in this section can help isolate and repair the cause of a problem. To ensure quality
repair, HP recommends that you follow the basic troubleshooting steps shown in the illustration
below.
 
 Figure 3-1. Basic Troubleshooting Steps
Troubleshooting the Problem
Record pertinent information about the unit:
  Model and serial number.
  Operating system and version.
  BIOS version.
  Accessories and peripherals used.
Analyze the problem:
 · 
Observe Symptoms. Using the customer’s information, try to duplicate the problem. Determine
how the problem differs from proper behavior. Also, take note of the functions that do work
properly.
 · 
Separate Problems. If there is more than one symptom, separate them into distinct problems.
Check the customers description
of the problem and any supporting
information.
Try to duplicate the customers
problem. (Also see the suggestions
at the ri
ght.)
Troubleshoot the problem using
  - Diagnostic tools.
  - Troubleshooting suggestions.
Verify the repair by testing the
functionality of the complete unit.
Isolate software problems
- Check whether the problem
occurs with the factory software
configuration—install a hard
disk with factory software. This
can identify software
configuration and compatibility
problems.
- Check whether the problem
occurs only when connected to
the internet. This can identify
ISP, software, and traffic
problems. 
						

							HP OmniBook 900 Troubleshooting and Diagnostics 3-3
 · Consider Causes. Keep in mind possible causes for each problem. Use the diagnostic tools and
troubleshooting suggestions to help find possible causes.
  The OmniBook diagnostic program is the primary hardware troubleshooting tool—it tests
most components using automatic and interactive tests. The table on page 3-4 shows how you
can use the different diagnostic tools to isolate the cause.
  The troubleshooting suggestions on page 3-5 include general suggestions for repairing units
with certain failure symptoms.
Swapping easily replaced modules with known-good modules is an ideal way to isolate the cause
down to the module level. It is rare for more than one module to be responsible for one failure
symptom. Therefore, replacement of more than one module for a particular symptom should be the
exception rather than the normal expectation.
After replacing a module, it is normal for the unit to be in a confused state and lock up when power is
applied. If this occurs, press the system-off button to restart the computer in a known state.
Verifying the Repair
Before returning the repaired unit to the customer, verify the repair by running the following tests:
 · 
Basic Diagnostic Test. Run the basic test of the OmniBook diagnostic program (page 3-12).
 –and–
 · 
Function Tests. Run tests that check the repaired function, such as in the OmniBook diagnostic
program (page 3-12).
 –and–
 · 
Failed Tests. Run any other tests that failed during troubleshooting. 
						

							3-4 Troubleshooting and Diagnostics HP OmniBook 900
Suggestions for Troubleshooting
 Table 3-1. Scope of Diagnostic Tools
FunctionOmniBook
Diagnostics
Power-On
Self-Test
Sycard
PCCtest 450
DMI/TopTools
(if installed)
BIOS Setup
BootupTests Describes
(SafeTools)Configures
ProcessorTests
(System menu)Tests Describes
(AssetTools)
MemoryTests
(Memory menu)Tests Describes
(AssetTools)Describes
BatteriesDescribes
(AssetTools)
DisplayTests (Video,
Mem,User menus)Describes
(AssetTools)
Hard diskTests
(IDE menu)Tests Describes
(AssetTools)Configures
Floppy driveTests
(FDD menu)Tests Describes
(AssetTools)Describes
KeyboardTests
(KBD menu)Tests Describes
(AssetTools)
PointerTests
(Misc menu)Describes
(AssetTools)Configures
AudioTests (System,
Misc menus)Configures
SerialTests*
(Misc menu)Describes
(AssetTools)Configures
ParallelTests*
(Misc menu)Describes
(AssetTools)Configures
Infrared
Tests†
(Misc menu)Describes
(AssetTools)Configures
PS/2 port
Tests† (KBD,
Misc menus)
USBTests† (USB or
System menu)Describes
(AssetTools)
Docking portTests
(using docks)
PCMCIATests
(Misc menu)Tests Describes
(AssetTools)
AC adapterStatus
(AssetTools)
Docking
productsTests ports and
internal busStatus
(AssetTools)Configures
CD-ROM
driveTests
(IDE menu)Tests (with boot
CD)Describes
(AssetTools)Configures
Other plug-in
modulesDescribes
(AssetTools)
* The diagnostic test is more thorough if you use a loopback connector.†Use an appropriate external device to exercise the port. See the help text for the tests in the menu. 
						

							HP OmniBook 900 Troubleshooting and Diagnostics 3-5
If you can’t isolate the cause of a problem using the diagnostic tools, you can use the suggestions in
the following table to help find the problem.
 Table 3-2. Troubleshooting Suggestions
SymptomCall Center:
Suggestions
Repair Center:
Likely Causes
Repair Center:
Comments
To help determine likely causes, check to see what replaceable modules are involved in the system function and
what roles they play. See the table on page 1-14.
Startup
Does not boot on
ac or batteryCheck the power source.
Push system-off button.
Unplug the ac adapter and
remove battery, then
reconnect power.
Remove any RAM board and
try again. Reinsert and try
again.AC adapter.
RAM board.
CPU module.
Motherboard.
BIOS IC.
LCD module.
Hard drive.Check ac adapter. Remove
any RAM boards and retry.
If power status light does not
turn on, reprogram or replace
BIOS IC, replace
motherboard.
If power status light turns on
but display remains off, try
external monitor. If monitor
shows successful boot,
replace LCD module. If
monitor shows activity but
BIOS does not complete,
replace CPU module. If
monitor is blank, replace
CPU module, replace
motherboard.
If power status light and
display turn on, BIOS
completes, but OS does not
start from hard disk or from
floppy drive, replace CPU
module, then motherboard. If
OS starts from floppy drive,
reload hard drive, replace
hard drive.
Does not boot on
battery (boots on
ac)Check battery level on
battery LEDs.
Check battery contacts. If
available, try another battery.Battery or contacts.
Motherboard.
Does not boot from
floppy driveCheck floppy drive contacts.
Try reseating the external
module bay cable and the
module into the bay.
Try using alternate
connection (with accessory
floppy cable or external
module bay).
Check boot order in BIOS
Setup.
Check that floppy boot is
enabled in BIOS Setup.Floppy drive or
contacts.
Accessory floppy
cable.
External module bay.
Motherboard.
Error message
such as “Invalid
system disk” or
“Auto IDE error”Check for a disk in floppy
drive.
Remove and reinsert hard
drive.
Check boot order in BIOS
Setup.Hard drive contacts.
Hard drive.If unit boots from floppy drive,
check for corrupt files on
hard drive, reload hard drive,
replace hard drive. 
						

							3-6 Troubleshooting and Diagnostics HP OmniBook 900
SymptomCall Center:
Suggestions
Repair Center:
Likely Causes
Repair Center:
Comments
Sluggish startup or
shutdownRun ScanDisk and Disk
Defragmenter to check and
optimize the hard drive.
Delete temporary and
unneeded files.Use same suggestions
shown at left.
Password has been
forgottenVerify proper ownership, then
follow the removal procedure
with the owner and log the
appropriate data—see page
5-1.The user must call Technical
Support and provide proof of
ownership. Password
removal is restricted to
certain sites. See page 5-1.
Power/Battery
Short battery
operating timeTurn down display
brightness.
Check power management
settings in BIOS Setup. Try
the default settings.
Shut down and restart.
During boot at the F2 prompt,
press F6. This starts a
process that recalibrates the
battery gauge, possibly
improving operating time.
Inform user that certain
applications can cause
excess power usage. (User
can get power monitor from
www.intel.com and monitor
CPU load.)
Some PC cards (PCMCIA)
draw power even while not in
use.
Heavy modem use can affect
battery operating time.Battery.
Motherboard.Battery capacity often
decreases after a year or
more.
Does not run on
battery, empty
battery indicationCheck battery contacts. If
available, try another battery.Battery or contacts.
Motherboard.
Battery does not
chargeCheck the power source.
Check battery contacts. If
available, try another battery
and ac adapter.
Check for high ambient
temperature and blocked air
holes on the side and
bottom. Do not charge in a
small space or on a soft
surface.Battery or contacts.
AC adapter.
Motherboard.
Fan.Check ac adapter.
Check fan.
Battery indicator is
inaccurateCompletely charge and
discharge the battery 2 to 4
cycles in the unit.Battery.
Motherboard.Try cycling the battery
charge. Press F6 during boot
to cycle the battery charge.
Display
Dark display, no
lightAdjust display brightness.
Press Fn+F5 several times.
Try external monitor.
Check for very low ambient
temperature.LCD module
(backlight).
LCD flex cable, power
cable, or
connections.
Motherboard.If an external monitor
displays no image, replace
the motherboard. 
						

							HP OmniBook 900 Troubleshooting and Diagnostics 3-7
SymptomCall Center:
Suggestions
Repair Center:
Likely Causes
Repair Center:
Comments
W hite display Adjust display brightness. LCD module.
Motherboard.
Erratic display LCD flex cable or
connections.
LCD module.Make sure the LCD module
and flex cable have small
foam pads attached—see
page 2-10.
Bright or missing
pixels or linesSee quality statement on
page 5-2.LCD module.
LCD flex cable or
connections.See quality statement on
page 5-2.
Hard disk
Hard disk never
spinsCheck the power source.
Remove and reinsert the
hard drive. Check the
contacts.Hard drive or
contacts.
Motherboard.
Hard disk makes
clunking or
scratching noiseBack up the drive
immediately.
W as the computer or drive
dropped?Hard drive. Check the computer and
drive for evidence of
customer abuse.
Hard disk makes
buzzing or whining
noiseBack up the drive
immediately.
Check for alternate noise
sources, such as a PCMCIA
drive or fan.
If a keystroke causes the
sound to change, it may be
power supply noise.Depends on the
source of the noise.For a serial number before
TW 92500000, remove the
drive and check whether the
slot has a metal bracket
across the inside top of the
slot. If there is no bracket,
you should install a HDD
bracket and required case
parts. (Service note 900-14.)
Files are corrupted Run a virus scan program.
Check the disk surface by
running Scandisk (W indows
95/98) or Disk Administrator
(W indows NT). Or boot to
DOS and run CHKDSK to
look for problems, run
CHKDSK /f to fix.
Use Recovery CD to restore
original factory software.Use same suggestions
shown at left.
Drive capacity is
less than normalCheck the disk surface by
running Scandisk (W indows
95/98) or Disk Administrator
(W indows NT).
Check partitions using FDISK
(W indows 95/98) or Disk
Administrator (W indows NT).Hard drive. Use same suggestions
shown at left.
Recreate the Hibernate
partition (see page 2-8), then
partition and format the disk.
Floppy drive
General problems Check floppy drive contacts.
Try reseating the external
module bay cable and the
module into the bay.
Try using alternate
connection (with accessory
floppy cable or external
module bay).
Check settings in BIOS
Setup.Floppy drive or
contacts.
Accessory floppy
cable.
External module bay.
Motherboard. 
						

							3-8 Troubleshooting and Diagnostics HP OmniBook 900
SymptomCall Center:
Suggestions
Repair Center:
Likely Causes
Repair Center:
Comments
Keyboard
Some or all keys do
not work properlyKeyboard.
Motherboard.
BIOS IC.Try reinserting the flex cable
in the connector on the
motherboard.
PS/2 keyboard and
mouse with Y-
adapter do not workCheck devices separately. Y-adapter.
PS/2 device.
Motherboard.
Pointing stick
General problems Check settings in Control
Panel.
Check that the pointing stick
is enabled in BIOS Setup.Keyboard assembly.
Motherboard.Try reinserting the flex cable
in the connector on the
motherboard.
Special TrackPoint
driver features not
workingIf installed, remove
TouchPad driver support
using Add/Remove Program.
In Mouse Properties, select
the IBM TrackPoint driver
from the track-point directory
under \OmniBook\Drivers.Keyboard assembly.
Motherboard.
Click button doesn’t
workTouch pad.
Top case.
Motherboard.
Touch pad
General problems Check settings in Control
Panel.
Check pointing stick settings
in Control Panel. The IBM
TrackPoint driver can
redefine touch pad operation.
Check that the touch pad is
enabled in BIOS Setup.Touch pad (or top
case).
Motherboard.
Special TouchPad
driver features not
workingIf installed, remove IBM
TrackPoint support using
Add/Remove Program, then
in Mouse Properties, select
the standard PS/2 mouse.
Disable the pointing stick in
BIOS Setup, enable the
touch pad.
Run Setup.exe from the
touch-pad subdirectory under
\Omnibook\Drivers.Touch pad (or top
case).
Motherboard.
Click button doesn’t
workTouch pad.
Top case.
Motherboard. 
						

							HP OmniBook 900 Troubleshooting and Diagnostics 3-9
SymptomCall Center:
Suggestions
Repair Center:
Likely Causes
Repair Center:
Comments
Audio
Sound does not
playCheck settings in BIOS
Setup.
Increase sound volume
(Fn+UP and software
controls).
Check whether mute is active
(Fn+F7 and software
controls).
Check for sound resource
conflicts in Device Manager
(W indows 95/98) or
Administrative Tools or
Control Panel System
(W indows NT).Speaker.
Motherboard.Check operation using
headphones or external
speakers.
Sound does not
recordCheck settings in BIOS
Setup.
Check software controls for
microphone—it should not be
muted in recording panel.
Note: The microphone
should normally be muted in
the master output panel.Top case
(microphone).
Motherboard.Check operation using
external microphone.
Serial/Parallel
General problems Check settings in BIOS
Setup.
Check settings in Control
Panel (and in W indows NT
Diagnostics).Motherboard. Use loopback connector
during test—see page 3-14.
Infrared
General problems Infrared communication is
not supported in
W indows NT 4.0.
Infrared is disabled when
shipped. Drivers are included
but not installed when
shipped.
Check settings in BIOS
Setup.
Standard IrDA and fast-IrDA
are incompatible (they use
different drivers).
For fast-IrDA, check for DMA
conflict with ECP parallel
port.Motherboard.
USB
General problems USB is not supported in
W indows NT 4.0.Motherboard. 
						

							3-10 Troubleshooting and Diagnostics HP OmniBook 900
SymptomCall Center:
Suggestions
Repair Center:
Likely Causes
Repair Center:
Comments
PCMCIA
General problems Make sure Card Executive is
installed for W indows NT.
If the card requires an IRQ,
check that there is one
available.
Check for conflicts or refresh
the device list in Device
Manager (W indows 95) or
Administrative Tools or
Control Panel System
(W indows NT).
Reboot the computer.
Try the card in the other slot
or in another computer.
Check the OmniBook website
for installation instructions
(page vi).
Download current drivers
from the card manufacturer’s
website.Motherboard.
PCMCIA socket.Using a flashlight, look for
bent pins inside the PCMCIA
socket.
If both slots have problems,
replace the motherboard. If
only one slot has a problem,
try replacing the PCMCIA
socket.
AC adapter
Does not power the
OmniBookTry another ac adapter, if
available.AC adapter.
Motherboard.The ac adapter is not
repairable—it must be
replaced.
Miscellaneous
Clock loses time Plug in ac adapter for 24
hours to charge backup
battery.Motherboard. Charge backup battery.
Computer gets hot It is normal for the computer
to get hot.
Make sure the air holes in the
side and bottom are clear.
Make sure computer is not
resting on a soft surface.
DOS games and other
programs that drive CPU
usage toward 100% can
contribute.Fan.
Thermal connections.
Heatsink damage.Check the fan. (Do not press
or spin the blade with your
finger.)
Check for proper contact
between heatsink, thermal
pads, CPU, and Northbridge
IC.