Troubleshooting Your System

If your system is not working as expected, begin troubleshooting using the procedures in this section. This section guides you through initial checks and procedures that can solve basic system problems and provides troubleshooting procedures for components inside the system. Before you start any of the procedures in this section, perform the following steps:

Safety First—For You and Your System

To perform certain procedures in this document, you must remove the system cover and work inside the system. While working inside the system, do not attempt to service the system except as explained in this guide and elsewhere in your system documentation.

Always follow the instructions closely, and ensure that you review all information in "Safety Instructions" in the System Information Guide.

CAUTION: See your System Information Guide for complete information about safety precautions, working inside the computer, and protecting against electrostatic discharge.

External Connections

Loose or improperly connected cables are the most likely source of problems for the system, monitor, and other peripherals (such as a keyboard, mouse, or other external device). Ensure that all external cables are securely attached to the external connectors on your system. See Figure 2-3 for the back-panel connectors on your system. See "I/O Connectors" for more information about the functionality of each connector type.

Checking Specific System Problems

Turn off the system and attached peripherals. Disconnect all the power cables from their electrical outlets.
If the system is connected to a power distribution unit (PDU), turn the PDU off and then on again.

If the system is not receiving power, plug it into another electrical outlet. If it still is not receiving power, try another PDU.

Reconnect the system to the electrical outlet or PDU.

Startup Routine

It is important to look and listen to your system when trying to determine the source of a problem. Look and listen during the system's start-up routine for the indications described in Table 5-1.

Table 5-1. Start-Up Routine Indications

Look/listen for:	Action
An error message displayed on the monitor	See "System Messages" in "Indicators, Messages, and Codes."
A series of beeps emitted by the system	See "System Beep Codes" in "Indicators, Messages, and Codes."
The monitor's power indicator	See "Troubleshooting the Video Subsystem."
The keyboard indicators	See "Troubleshooting the Keyboard."
The diskette-drive activity indicator	See "Troubleshooting a Diskette Drive."
The CD-drive activity indicator	See "Troubleshooting a CD, DVD, or Tape Drive."
The hard-drive activity indicators	See "Troubleshooting IDE or SATA Hard Drives" or "Troubleshooting SCSI Hard Drives."
An unfamiliar constant scraping or grinding sound when you access a drive	See "Getting Help."

Opening the System

CAUTION: See your System Information Guide for complete information about safety precautions, working inside the computer, and protecting against electrostatic discharge.

Turn off the system and attached peripherals, and disconnect the system from the electrical outlet.
Press the power button to ground the system board.
If you have installed a padlock through the padlock ring on the back panel, remove the padlock.
Lay the system on its side as shown in Figure 5-1.

NOTICE: Ensure that sufficient space exists to accommodate the open cover—at least 30 cm (1 ft) of desktop space.

Open the system by pushing the buttons on both ends and lifting the cover open.

Figure 5-1. Opening the System

Closing the System

Ensure that all cables are connected, and fold cables out of the way.
Ensure that no tools or extra parts are left inside the system.
Close the system cover:
1. Pivot the cover down and into position. See Figure 5-1.
1. Press down on the cover to close it.
If you are using a padlock to secure your system, install the padlock.
Reconnect the system to the electrical outlet, and turn on the system and attached peripherals.

Checking the Equipment

This section provides troubleshooting procedures for components that connect directly to the I/O panel of the system. Before performing any of these procedures, see "External Connections."

Troubleshooting the Video Subsystem

Problem

Monitor
Monitor interface cable
Video memory
Video logic

Action

CAUTION: See your System Information Guide for complete information about safety precautions, working inside the computer, and protecting against electrostatic discharge.

Check the system and power connections to the monitor.
Turn off the system and attached peripherals, and disconnect the system from the electrical outlet.
Open the system. See "Opening the System."
Ensure that the video card is properly installed. See "Expansion Cards" in "Installing System Components."
Close the system. See "Closing the System."
Reconnect the system to the electrical outlet, and turn on the system and attached peripherals.
Run the video tests in the system diagnostics. See "Running the System Diagnostics."

If the tests run successfully, the problem is not related to video hardware. Go to "Finding Software Solutions."

If the tests did not run successfully, see "Getting Help."

Troubleshooting the Keyboard

Problem

System message indicates a problem with the keyboard.
Keyboard cable.

Action

Press each key on the keyboard, and look at the keyboard and its cable for any signs of damage.

If the keyboard appears to be free of physical damage, go to step 3.

If the keyboard is damaged, continue to step 2.

Swap the faulty keyboard with a working keyboard.

If the problem is resolved, you must replace the faulty keyboard. See "Getting Help."

Run the keyboard test in the system diagnostics. See "Running the System Diagnostics."

If the test fails, see "Getting Help."

Troubleshooting the Mouse

Problem

System message indicates a problem with the mouse.
Mouse cable.

Action

Click each button on the mouse, and look at the mouse and its cable for any signs of damage.

If the mouse appears to be free of physical damage, go to step 3.

If the mouse is damaged, continue to step 2.

Swap the faulty mouse with a working mouse.

If the problem is resolved, you must replace the faulty mouse. See "Getting Help."

Enter the System Setup program, and ensure that the mouse controller is enabled. See "Using the System Setup Program" in your User's Guide.

If the problem is not resolved, continue to step 4.

Run the pointing devices test in the system diagnostics. See "Running the System Diagnostics."

If the test fails, see "Getting Help."

Troubleshooting Basic I/O Functions

Problem

Error message indicates a problem with a serial or parallel port.
Device connected to a serial or parallel port is not operating properly.

Action

Enter the System Setup program and ensure that the serial port(s) and parallel port are enabled. See "Using the System Setup Program" in the User's Guide.
If the problem is confined to a particular application, see the application documentation for specific port configuration requirements that the program may require.
Run the appropriate tests in the system diagnostics. See "Running the System Diagnostics."

If the tests run successfully but the problem persists, see "Troubleshooting a Serial or Parallel I/O Device."

Troubleshooting a Serial or Parallel I/O Device

Problem

Device connected to the serial or parallel port is not operating properly.

Action

Turn off the system and any peripheral devices connected to the serial or parallel port.
Swap the interface cable with a working cable, and turn on the system and the device.

If the problem is resolved, replace the interface cable. See "Getting Help."

Turn off the system and the device, and swap the device with a comparable device.
Turn on the system and the device.

If the problem is resolved, replace the device. See "Getting Help."

If the problem persists, see "Getting Help."

Troubleshooting a USB Device

Problem

System message indicates a problem with a USB device.
Device connected to a USB port is not operating properly.

Action

Enter the System Setup program, and ensure that the USB ports are enabled. See "Using the System Setup Program" in your User's Guide.
Disconnect the USB devices, and connect the malfunctioning device to the other USB connector.

If the problem is resolved, the USB connector might be defective. See "Getting Help."

If possible, swap the interface cable with a working cable.

If the problem is resolved, replace the interface cable. See "Getting Help."

Swap the device with a comparable device.

If the problem is resolved, replace the USB device. See "Getting Help."

If the problem persists, see "Getting Help."

Troubleshooting a NIC Card

Problem

NIC cannot communicate with the network.

Action

Check the appropriate indicator on the NIC connector. See "Back-Panel Features" in "Indicators, Messages, and Codes" for information about the NIC indicator codes.
- If the link indicator does not light, check all cable connections.
- If the activity indicator does not light, the network driver files might be damaged or missing.

Remove and reinstall the drivers if applicable. See the NIC's documentation.

Change the autonegotiation setting, if possible.
Use another connector on the switch or hub.

Ensure that the appropriate drivers are installed and the protocols are bound. See the NIC's documentation.
Enter the System Setup program and confirm that the NICs are enabled. See "Using the System Setup Program" in your User's Guide.
Ensure that the NICs, hubs, and switches on the network are all set to the same data transmission speed. See the network equipment documentation.
Ensure that all network cables are of the proper type and do not exceed the maximum length. See "Network Cable Requirements" in "I/O Connectors."

If the problem persists, see "Troubleshooting an Expansion Card."

Inside the System

In Figure 5-2, the system cover is opened to provide an interior view of the system.

Figure 5-2. Inside the System

The system board holds the system's control circuitry and other electronic components. Several hardware options such as the processor and memory are installed directly on the system board. The system can accommodate up to four half-length 32-bit, 33-MHz PCI expansion cards.

The drive bays provide space for up to two IDE, SATA (when available), or SCSI drives, CD or DVD drives, an optional tape backup unit (TBU), and a diskette drive. The SCSI hard drives must be connected to a controller card. Power is supplied to the system board and internal peripherals through a single nonredundant power supply.

Troubleshooting a Wet System

Problem

Liquid spilled on the system.
Excessive humidity.

Action

CAUTION: See your System Information Guide for complete information about safety precautions, working inside the computer, and protecting against electrostatic discharge.

Turn off the system and attached peripherals, and disconnect the system from the electrical outlet.
Open the system. See "Opening the System."
Remove all expansion cards installed in the system. See "Removing an Expansion Card" in "Installing System Options."
Let the system dry thoroughly for at least 24 hours.
Close the system. See "Closing the System."
Reconnect the system to the electrical outlet, and turn on the system and attached peripherals.

If the system does not start properly, see "Getting Help."

If the system starts properly, shut down the system and reinstall all of the expansion cards that you removed. See "Installing an Expansion Card" in "Installing System Options."
Run the system board tests in the system diagnostics to confirm that the system is working properly. See "Running the System Diagnostics."

If the tests fail, see "Getting Help."

Troubleshooting a Damaged System

Problem

System was dropped or damaged.

Action

CAUTION: See your System Information Guide for complete information about safety precautions, working inside the computer, and protecting against electrostatic discharge.

Turn off the system and attached peripherals, and disconnect the system from the electrical outlet.
Open the system. See "Opening the System."
Ensure that the following components are properly installed:
- Expansion cards
- Power supply
- Fan
Ensure that all cables are properly connected.
Close the system. See "Closing the System."
Reconnect the system to the electrical outlet, and turn on the system and attached peripherals.
Run the system board tests in the system diagnostics. See "Running the System Diagnostics."

If the tests fail, see "Getting Help."

Troubleshooting the System Battery

Problem

System message indicates a problem with the battery.
System Setup program loses system configuration information.
System date and time do not remain current.

NOTE: If the system is turned off for long periods of time (for weeks or months), the NVRAM may lose its system configuration information. This situation is caused by a defective battery.

Action

Re-enter the time and date through the System Setup program. See "Using the System Setup Program" in your User's Guide.
Turn off the system and disconnect it from the electrical outlet for at least one hour.
Reconnect the system to the electrical outlet and turn on the system.
Enter the System Setup program.

If the date and time are not correct in the System Setup program, replace the battery. See "System Battery" in "Installing System Options."

If the problem is not resolved by replacing the battery, see "Getting Help."

NOTE: Some software may cause the system time to speed up or slow down. If the system seems to operate normally except for the time kept in the System Setup program, the problem may be caused by software rather than by a defective battery.

Troubleshooting the Power Supply

Problem

The power indicator on the front of the system is not lit.

Action

CAUTION: See your System Information Guide for complete information about safety precautions, working inside the computer, and protecting against electrostatic discharge.

Check the connection of the power cable to the power supply and the outlet.
Turn on the system.

If the problem is not resolved, continue to the next step.

Turn off the system and attached peripherals, and disconnect the system from the electrical outlet.
Open the system. See "Opening the System."
Ensure that the power supply cable is properly connected to the system board.
Close the system. See "Closing the System."
Reconnect the system to the electrical outlet, and turn on the system and attached peripherals.

If the problem is still not resolved, see "Getting Help."

Troubleshooting the Cooling Fan

Problem

The processor fan does not work.

Action

CAUTION: See your System Information Guide for complete information about safety precautions, working inside the computer, and protecting against electrostatic discharge.

Turn off the system and attached peripherals, and disconnect the system from the electrical outlet.
Open the system. See "Opening the System."
Remove the processor fan from the chassis. See "Removing the Processor Cooling Shroud and Fan" in "Installing System Components."
Ensure that the fan cable is properly connected to the system board.
Close the system. See "Closing the System."

If the problem persists, replace the fan. See "Processor Cooling Shroud and Fan" in "Installing System Components."

Reconnect the system to the electrical outlet, and turn on the system and attached peripherals.
If the replacement fan does not operate, one of the fan connectors is faulty. See "Getting Help."

Troubleshooting an Expansion Card

Problem

Expansion card does not perform as expected.

Action

CAUTION: See your System Information Guide for complete information about safety precautions, working inside the computer, and protecting against electrostatic discharge.

Turn off the system and attached peripherals, and disconnect the system from the electrical outlet.
Open the system. See "Opening the System."
Ensure that each expansion card is firmly seated in its connector. See "Installing an Expansion Card" in "Installing System Options."
Ensure that the appropriate cables are firmly connected to connectors on the expansion card.
Close the system. See "Closing the System."
Reconnect the system to the electrical outlet, and turn on the system and attached peripherals.
Run the appropriate tests in the system diagnostics. See "Running the System Diagnostics."

If the problem persists, go to step 8.

Turn off the system and attached peripherals, and disconnect the system from the electrical outlet.
Open the system. See "Opening the System."
Remove all expansion cards installed in the system (except the video card). See "Removing an Expansion Card" in "Installing System Options."
Close the system. See "Closing the System."
Reconnect the system to the electrical outlet, and turn on the system and attached peripherals.
Run Express Test in the system diagnostics. See "Running the System Diagnostics."

If the test fails, see "Getting Help."

For each expansion card you removed in step 10, perform the following steps:
1. Turn off the system and attached peripherals, and disconnect the system from the electrical outlet.
1. Open the system. See "Opening the System."
2. Reinstall one of the expansion cards.
3. Close the system. See "Closing the System."
4. Run the appropriate tests in the system diagnostics.

If the tests fail, see "Getting Help."

If you reinstall all of the expansion cards and the tests fail, see "Getting Help."

Troubleshooting the Processor

Problem

Error message indicates a processor problem.
A heat sink is not installed for the processor.

Action

CAUTION: See your System Information Guide for complete information about safety precautions, working inside the computer, and protecting against electrostatic discharge.

Turn off the system and attached peripherals, and disconnect the system from the electrical outlet.
Open the system. See "Opening the System."
Ensure that the processor and heat sink are properly installed. See "Replacing the Processor" in "Installing System Components."
Close the system. See "Closing the System."
Reconnect the system to the electrical outlet, and turn on the system and attached peripherals.
Run Express Test in the system diagnostics. See "Running the System Diagnostics."

If the test fails or the problem persists, see "Getting Help."

Troubleshooting System Memory

Problem

Faulty memory module
Faulty system board

Action

CAUTION: See your System Information Guide for complete information about safety precautions, working inside the computer, and protecting against electrostatic discharge.

Turn on the system and attached peripherals.

If an error messages does not appear, go to step 10.

Enter the System Setup program and check the system memory setting. See "Using the System Setup Program" in your User's Guide.

If the amount of memory installed matches the system memory setting, go to step 10.

Turn off the system and attached peripherals, and disconnect the system from the electrical outlet.
Open the system. See "Opening the System."
Ensure that the memory modules are populated correctly. See "Memory Module Installation Guidelines" in "Installing System Options."

If the memory modules are populated correctly, continue to the next step.

Reseat the memory modules in their sockets. See "Installing a Memory Module" in "Installing System Options."
Close the system. See "Closing the System."
Reconnect the system to the electrical outlet, and turn on the system and attached peripherals.
Enter the System Setup program and check the system memory setting. See "Using the System Setup Program" in your User's Guide.

If problem persists, go to the next step.

Run the system memory test in the system diagnostics. See "Running the System Diagnostics."

If the test fails, see "Getting Help."

Troubleshooting the System Board

Problem

Error message indicates a system board problem.

Action

CAUTION: See your System Information Guide for complete information about safety precautions, working inside the computer, and protecting against electrostatic discharge.

Turn off the system and attached peripherals, and disconnect the system from the electrical outlet.
Open the system. See "Opening the System."
Remove the expansion cards, if installed. See "Removing an Expansion Card" in "Installing System Components."
Close the system. See "Closing the System."
Reconnect the system to its electrical outlet, and turn on the system and attached peripherals.
Run the system board tests in the system diagnostics. See "Running the System Diagnostics."

If the tests do not run successfully, see "Getting Help."

Open the system. See "Opening the System."
Reinstall the one of the expansion cards that you removed in step 3. See "Installing an Expansion Card" in "Installing System Components."
Close the system. See "Closing the System."
Reconnect the system to its electrical outlet, and turn on the system and attached peripherals.
Run the system board tests again.

If the tests do not run successfully, the expansion card might be faulty. See "Getting Help."

If the tests run successfully, repeat step 7 through step 11 for the remaining expansion cards, if applicable.

If the system board tests run successfully with all the expansion cards installed, see "Troubleshooting the System Battery" and "Troubleshooting System Memory."

Troubleshooting a Diskette Drive

Problem

Error message indicates a diskette drive problem.

Action

CAUTION: See your System Information Guide for complete information about safety precautions, working inside the computer, and protecting against electrostatic discharge.

Enter the System Setup program and verify that the diskette drive is configured correctly. See "Using the System Setup Program" in the User's Guide.
Run the diskette drive tests to see whether the diskette drive works correctly. See "Running the System Diagnostics."

If the tests fail, continue to the next step.

Turn off the system and attached peripherals, and disconnect the system from the electrical outlet.
Open the system. See "Opening the System."
Ensure that the diskette-drive interface cable and the power cable are securely connected.
Close the system. See "Closing the System."
Reconnect the system to its electrical outlet, and turn on the system and attached peripherals.
Run the diskette drive tests to see whether the diskette drive works correctly.

If the tests fail, continue to the next step.

Turn off the system and attached peripherals, and disconnect the system from the electrical outlet.
Open the system. See "Opening the System."
Swap the diskette-drive interface cable with a working cable.
Close the system. See "Closing the System."
Reconnect the system to its electrical outlet, and turn on the system and attached peripherals.
Run the diskette drive tests to see whether the diskette drive works correctly.

If the tests run successfully, the interface cable is faulty. See "Getting Help."

If the tests fail, continue to the next step.

Turn off the system and attached peripherals, and disconnect the system from the electrical outlet.
Open the system. See "Opening the System."
Replace the diskette drive. See "Installing Drives."
Close the system. See "Closing the System."
Reconnect the system to its electrical outlet, and turn on the system and attached peripherals.
Run the diskette drive tests to see whether the diskette drive works correctly.

If the tests run successfully, the diskette drive might be faulty. See "Getting Help."

If the tests fail, an expansion card may be conflicting with the diskette drive logic, or a system board may be faulty. See "Troubleshooting an Expansion Card" and "Troubleshooting the System Board."

Troubleshooting a CD, DVD, or Tape Drive

Problem

System cannot read data from a CD, DVD, or tape.
CD- or DVD-drive indicator does not blink during boot.

Action

CAUTION: See your System Information Guide for complete information about safety precautions, working inside the computer, and protecting against electrostatic discharge.

Try using a different CD, DVD, or tape that you know works properly.
Enter the System Setup program and ensure that the drive's IDE or SCSI controller is enabled. See "Using the System Setup Program" in the User's Guide.
Run the IDE devices tests in the system diagnostics to determine whether the drive works correctly. See "Running the System Diagnostics."

If the tests failed, continue to the next step.

Turn off the system and attached peripherals, and disconnect the system from the electrical outlet.
Open the system. See "Opening the System."
Ensure that the CD, DVD, or tape drive's interface and power cables are securely connected.
Close the system. See "Closing the System."
Reconnect the system to its electrical outlet, and turn on the system and attached peripherals.
Run the IDE devices tests in the system diagnostics.

If the tests fail, go to the next step.

Turn off the system and attached peripherals, and disconnect the system from the electrical outlet.
Open the system. See "Opening the System."
Swap the drive's interface cable with one that you know works.
Close the system. See "Closing the System."
Reconnect the system to its electrical outlet, and turn on the system and attached peripherals.
Run the IDE devices tests in the system diagnostics.

If the tests fail, go to the next step.

If the tests run successfully, the interface cable might be faulty. See "Getting Help."

Replace the CD, DVD, or tape drive. See "Installing Drives."
Run the IDE devices tests in the system diagnostics.

If the tests fail, see "Getting Help."

If the tests run successfully, the CD, DVD, or tape drive might be faulty. See "Getting Help."

Troubleshooting IDE or SATA Hard Drives

Problem

Faulty hard drive
Damaged or improperly connected hard-drive cables

Action

CAUTION: See your System Information Guide for complete information about safety precautions, working inside the computer, and protecting against electrostatic discharge.

NOTICE: This troubleshooting procedure can destroy data stored on the hard drive. Before you proceed, back up all files on the hard drive.

Enter the System Setup program and verify that the system is configured correctly. See "Using the System Setup Program" in your User's Guide.
Run the hard drive tests in the system diagnostics. See "Running the System Diagnostics."

If the tests fail, continue to the next step.

Turn off the system and attached peripherals, and disconnect the system from the electrical outlet.
Open the system. See "Opening the System."
Ensure that the hard-drive interface cable is properly connected between the drive and the system board.

To identify system board connectors, see Figure A-3.

If the hard drive is the boot drive, ensure that the drive is configured and connected properly. See "Configuring the Boot Drive" in "Installing Drives."
Ensure that the power cable is properly connected to the drive.
Close the system. See "Closing the System."
Reconnect the system to the electrical outlet, and turn on the system and attached peripherals.
As the system boots, press <Ctrl><Alt><d> to run the hard drive diagnostics tests.

If your operating system begins to load before you press <Ctrl><Alt><d>, allow the system to finish booting, and then run the hard drive tests in the system diagnostics. See "Running the System Diagnostics."

If the tests fail, continue to the next step.

Turn off the system and attached peripherals, and disconnect the system from the electrical outlet.
Open the system. See "Opening the System."
Swap the hard-drive interface cable with one that you know works.
Close the system. See "Closing the System."
Reconnect the system to the electrical outlet, and turn on the system and attached peripherals.
As the system boots, press <Ctrl><Alt><d> to run the hard drive diagnostics tests.

If the tests fail, continue to the next step.

If the tests run successfully, the interface cable might be faulty. See "Getting Help."

Repeat step 11 and step 12.
Replace the hard drive. See "Hard Drives" in "Installing Drives."
Repeat step 14 through step 16.

If the tests fail, see "Getting Help."

If the tests run successfully, continue to the next step.

Format and partition the hard drive. See the operating system documentation.
If possible, restore the files to the drive.

Troubleshooting SCSI Hard Drives

Problem

Device driver error.
Hard drive is not recognized by the system.

Action

CAUTION: See your System Information Guide for complete information about safety precautions, working inside the computer, and protecting against electrostatic discharge.

NOTICE: This procedure can destroy data stored on the hard drive. Before you continue, back up all files on the hard drive.

Run the SCSI controllers test and the hard drive tests in the system diagnostics. See "Running the System Diagnostics."

For information about testing the controller, see the SCSI controller's documentation.

If the tests fail, continue to the next step.

Restart the system and enter the SCSI configuration utility.

NOTE: To enter the utility, press <Ctrl><h>, <Ctrl><a>, or <Ctrl><m>, depending on the utility. See the documentation supplied with the controller for information about the configuration utility.

Ensure that the primary SCSI channel is enabled, and restart the system. Use the SCSI controller documentation.
Ensure that the required device drivers are installed and configured correctly. See the System Support CD.
Turn off the system and attached peripherals, and disconnect the system from the electrical outlet.
Open the system. See "Opening the System."
Ensure that the hard-drive interface cable is properly connected between the drive and the controller card. See the documentation supplied with the controller card.
If the hard drive is the boot drive, ensure that the drive is configured and connected properly. See "Configuring the Boot Drive" in "Installing Drives."
Ensure that a power cable is properly connected to the drive.
Ensure that the hard drive is configured with a unique SCSI ID number and that the drive is terminated or not terminated as appropriate. See the documentation for the hard drive.
Close the system. See "Closing the System."
Reconnect the system to the electrical outlet, and turn on the system and attached peripherals.

If the problem persists, continue to the next step.

Run the SCSI controllers test and the hard drive tests in the system diagnostics. See "Running the System Diagnostics."

If the problem persists, continue to the next step.

Swap the hard-drive interface cable with one that you know works.
Close the system. See "Closing the System."
Reconnect the system to the electrical outlet, and turn on the system and attached peripherals.
Run the SCSI controllers test and the hard drive tests in the system diagnostics. See "Running the System Diagnostics."

If the problem persists, continue to the next step.

Replace the hard drive. See "Hard Drives" in "Installing Drives."
Run the SCSI controllers test and the hard drive tests in the system diagnostics. See "Running the System Diagnostics."

If the tests fail, see the SCSI controller's documentation for information about testing the controller.

Format and partition the hard drive. See the operating system documentation.
If possible, restore the files to the drive.

If the problem persists, see "Getting Help."

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