HP X1001US, X1002US, X1005EA, X1007EA, X1010AL, X1010CA, X1010EA, X1010US, X1012AL, X1012EA, X1012QV, X1015US, X1016EA, X1020EA, X1020US, X1021AP, X1022AP, X1023AP, X1026AP, X1027AP, X1028AP, X1028CL, X1029AP, X1030AP, X1030US, X1031AP, X1032AP, X1034AP, X1035AP, X1036AP, X1037AP, X1040AP, X1040US, X1041AP, X1042AP, X1043AP, X1044AP, X1045AP, X1046AP, X1047AP, X1048AP, X1049AP, X1050AP, X1050US, X1051AP, X1052AP, X1054AP, X1055AP, X1056AP, X1057AP, X1058AP, X1058CL, X1060AP, X1061AP, X1062AP, X1063AP, X1064AP, X1065AP, X1066AP, X1067AP, X1069AP, X1070AP, X1071AP, X1073AP, X1074AP, X1075AP, X1076AP, X1078AP, X1079AP, X1080AP, X1081AP, X1082AP, X1083AP, X1084AP, X1085AP, X1086AP, X1087AP, X1088AP, X1089AP, X1091AP, X1092AP, X1093AP, X1094AP, X1095AP, X1096AP, X1097AP, X1098AP, X1099AP, X1105EA, X1110EA, X1115EA, X1140EA, X1155EA 12

Help Is Available

■Back up your data files, then repair or reinstall the software.

❏To repair or reinstall the operating system or a Compaq application or utility, use the restoration CDs included with the notebook.

Instructions for using the CDs to repair or reinstall software are included with all notebook models. On some models, these instructions are included in the restoration CD package. On other models, the instructions are provided in model-specific documentation such as a Software Guide or Reference Guide.

❏To repair or reinstall software that was not preloaded or preinstalled, follow the instructions in the documentation provided with the software.

ÄCAUTION: To prevent file corruption and be sure that the correct drivers are installed, restore or reinstall software only when the notebook is connected to external power through the AC adapter or an optional DC cable. (Do not repair or restore software while the notebook is docked or running on battery power.) During the reinstallation:

■Do not unplug the notebook from external power.

■Do not shut down the notebook.

■Do not remove or insert a drive.

■Do not add or remove any internal or external device.

1–6	Troubleshooting

Contents

Troubleshooting Page Contents 1 Help Is Available 2 Problems and Solutions Page Page Index Help Is Available Is the Notebook Receiving Adequate Power Is the Notebook Turned On Is the Notebook Overheated Is the System Unresponsive Is an External Device Not Working Is Software Functioning Abnormally Page Help from Your Notebook Help from Documentation Help from the World Wide Web Help by Telephone Preparing to Call Customer Support Accessing Customer Support Telephone Numbers Help from a Service Provider Problems and Solutions Audio Problems Sound is not audible Sound does not record Battery and Power Problems Notebook does not turn on Notebook turns off unexpectedly Indicators are displaying a low-batterycondition Battery pack does not charge Battery pack is warm after charging Battery pack charge displays seem inaccurate Battery pack run time is shorter than expected Standby cannot be initiated Hibernation cannot be initiated CD or DVD Problems CD or DVD drive is not recognized by the system No alert sounds when a CD or DVD drive is inserted Notebook cannot start up from a CD or DVD Notebook cannot read a CD or DVD DVD movie does not fill the screen DVD play is erratic Standby or Hibernation affects CD or DVD play DVD region error code is displayed Digital Memory Card or Memory Stick problems Notebook does not accept a digital memory card or Memory Stick Digital memory alerts are not audible Notebook does not recognize a digital memory card or Memory Stick Digital memory card or Memory Stick does not work and alerts are not audible Display Problems Display is blank Desktop icons are too large or too small Characters are dim or difficult to read FireWire (IEEE 1394) Problems FireWire device does not work FireWire connector has only 4 pins Game Problems Game frequently stops responding or locks up Game sounds are erratic Hard Drive Problems Primary hard drive cannot be accessed Primary hard drive is not recognized Secondary hard drive is not recognized Notebook cannot start from a secondary hard drive Infrared Communication Problems Infrared link cannot be established Notebook does not transmit or receive data Standby is preventing infrared transmission Internet Problems Notebook cannot connect to the Internet Internet buttons do not respond Notebook cannot browse a selected Web site Keyboard and Pointing Device Problems Notebook keyboard keys stick or do not respond Assorted keys are typing incorrect characters Letter keys are typing numbers Keypad does not work Hotkeys do not work on an external keyboard Pointer drifts Pointer moves erratically as you type Pointing stick does not work TouchPad does not work External mouse does not work PS/2 scroll mouse does not work USB keyboard or pointing device does not work Memory Problems Insufficient memory message is displayed New memory module does not increase memory New memory module affects startup Modem Problems No dial tone is audible Modem does not dial correctly Modem dials correctly but does not connect Modem sounds are not audible Modem does not connect at highest speed Characters are garbled or transfer rates are slow Modem loses connection Fax transmissions do not work Message reports excessive line current Network Problems Notebook cannot connect to the network Connection occurs, but network seems inactive Some network resources are not available Network connection is slow No computers found in Network Neighborhood or Network Places PC Card problems PC Card alerts are not audible PC Card does not work and alerts are not audible Notebook does not recognize a PC Card Network PC Card stops communicating PC Card modem is not working Television problems S-Videojack has 7 pins Television is blank Temperature Problems Notebook feels abnormally hot USB Problems USB device does not work USB device does not work during startup Wireless LAN (WLAN) Device Problems Notebook cannot connect to wireless network Notebook cannot access network resources Connection breaks after 3 minutes Notebook cannot connect to Internet when WEP is enabled on the access point Rate indication in the Connection Status fluctuates Throughput and connection range vary Notebook cannot detect a Bluetooth device Index