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 Help by Telephone, Preparing to Call Customer Support

Help Is Available

Help by Telephone

Preparing to Call Customer Support

To provide the fastest possible resolution of your problem, have the following items available when you call:

■The notebook.

■Serial number and model description, which are provided on labels affixed to the notebook.

■Purchase date on the invoice.

■Conditions under which the problem has occurred.

■Error messages that have been displayed.

■Brand and model name of the optional printer(s) you are using.

■Operating system version number and registration number. To display the operating system version number and registration number:

❏In Windows 2000 Professional, select Start > Settings > Control Panel > System > General tab.

❏In Windows XP, select Start > Control Panel > Performance and Maintenance > System > General tab.

Troubleshooting

1–9

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