Troubleshooting

Note: This section is intended to help you quickly diagnose and repair some simple problems with your system. If you are unfamiliar with the BIOS Setup utility, you should read the chapter of the online User's Manual that addresses that utility. If the problem you care encountering does not appear in this section, contact technical support for assistance.

Booting Up

Problem:

System reports an error message that is not related to setup problems.

Action:

• Your system may have a virus which has infected the master boot record. Run a virus-checking software to find and remove the virus.
• Write down the message and call Technical Support.

Problem:

System prompts for a password on boot.

Action:

• Boot password has been enabled. Type in your password to continue. If you have lost the password or the password has been enabled by accident, call Technical Support.

Problem:

The computer provides a message indicating that the operating system is missing.

Action:

• The computer is not recognizing the hard drive as the boot drive. The hard drive type might not be properly specified. Run the Setup program and enter the "Standard CMOS setup" menu. Check the hard drive information. If incorrect return to the initial Setup menu and select "IDE HDD Auto Detection". If the hard drive needs to be re-initialized, check with Technical Support first.
• Try rebooting with the Windows 98 CD boot disk (or, for units without a CD-ROM drive, the Windows 98 disk 1 that you have made).
• Re-install the Windows 98 operating system. You should not do this until you have exhausted other options. Windows 98 can be re-installed by running the D:\win95\setup program (substitute the appropriate letter if your CD-ROM drive is not the "D" drive). You will need to use the "Boot to CD" disk provided with your system to provide the drivers to run the CD for the installation.
• If the problem recurs or persists, contact Technical Support.

Problem:

Computer cannot locate the device for starting the computer.

Action:

• Run the Setup program. Make sure that the A: drive is set for the appropriate drive (usually 1.44 MB, 3.5") in the "Standard CMOS Setup" menu of the Setup program.
• Make sure the C: drive is set for the right drive configuration in the "Standard CMOS Setup" menu of the Setup program.
• Make sure that the "BIOS Features Setup" menu of the Setup program indicates the Boot sequence is set to either "A, C" or "A, C, SCSI."

Problem:

Computer does not come on when the power switch is turned on.

Action:

• Be sure the plug is firmly seated in the power strip or outlet.
• Be sure that the power strip is on.
• Be sure that the outlet is working.

Problem:

No video, or system hangs-up.

Action:

• Be sure monitor is plugged into the outlet or surge protector.
• Check to be sure that connections between the monitor and the computer are secure.
• Open the case and be sure that the video card is properly seated in its slot (usually a PCI slot).
• If you are an advanced user, you might also check to see if any other cards are using the same addresses.

System Error Messages

Error Message

Diskette Drive A Error or Diskette Drive B Error or

Incorrect Drive A Type or Incorrect Drive B Type

Action:

• Drive fails BIOS diskette tests. Open the case and check to see that the drive cables are correctly connected. Run the Setup program to be certain that the drives are properly configured in the "Standard CMOS Setup" menu.

Error Message

Keyboard Error

Action:

• Check the connections between the keyboard and the computer.

Error Message

Keyboard Error nn

Action:

• BIOS has discovered a stuck key and displays the scan code nn for the stuck key. Check the keyboard for a stuck key. This can usually be remedied by removing the key and cleaning the key and keyboard. See the section of your online User's Manual on Care and Cleaning for information on cleaning the keyboard.

Error Message

Monitor Type Does Not Match--Run Setup

Action:

• Run the Setup program and check the video type configuration in the "Standard CMOS Setup" menu.

Error Message

System Battery is Dead--Replace and Run Setup

Action:

• Contact Technical Support.

Error Message

CMOS Checksum Error

Action

• This problem can be caused by a weak battery. The battery should be checked and/or replaced.

Video Problems

Problem:

PC Services system is interfering with radio or television reception.

Action:

• Unplug PC Services system to be certain that it is the source of the interference.
• Be certain that you are using properly shielded cables and that they are properly connected.
• Move the computer to another location.
• If problem continues or recurs, contact Technical Support.

Problem:

No video, or system hangs-up.

Action:

• Be sure monitor is plugged into the outlet or surge protector.
• Check to be sure that connections between the monitor and the computer are secure.
• Open the case and be sure that the video card is properly seated in its slot.
• If you are an advanced user, you might also check to see if any other cards are using the same addresses.

Problem:

Video flicker

Action:

• Flicker is caused by a low video frequency. If you have flicker, you may need to change your video resolution to one that your monitor can support at a higher frequency (preferably >72mHz).

Problem:

Scrambled video.

Action:

• This is usually a result of selecting a frequency that your monitor cannot support.

Problem:

Screen display is small.

Action:

• Use a lower vertical refresh rate. If the refresh rate is too high, some monitors will compensate by making the image smaller.

Problems with Disk Drives

Problem:

Floppy disk is not working correctly.

Action:

• Setup configuration is incorrect. Check the Setup program. In the "Standard CMOS Setup" menu, check to see if the Diskette Drive is set for the proper drive type.
• Be sure the diskette is properly installed in the drive.
• Be sure the diskette is properly formatted.

Problem:

Diskette will not eject from the drive.

Action:

• Label may have become detached and is blocking the ejection. Visually inspect the slot to see if you can see any obstruction by the label. Call Technical Support if you see an obstruction.
• Metal cover on the diskette has been bent. Call Technical Support

Problem:

Cannot boot from floppy disk.

Action:

• Boot sequence is set to access the C: drive first. Enter the Setup program. In the BIOS Features Setup menu, be certain that the Boot Sequence is set to "A, C" or "A, C, SCSI."
• Floppy does not have the necessary files to properly boot. Try another bootable diskette.
• Floppy is defective. Throw it away.

Problems with System Boards

Problem:

Fax/Modem board will not send or receive data.

Action:

• Check Device Manager in Windows 98 (see the online User's Manual or Windows 98 manual for information about Device Manager) to see if there is a problem with the board.
• Be certain connections to the board via telephone lines are correct.
• Check to be certain that the phones are working.

Problem:

Fax does not automatically receive incoming faxes.

Action:

• Check software to see that autoreceive option is enabled.

Problem:

Fax/modem disconnects during transmission.

Action:

• Be sure that you have disabled Call Waiting on your phone.
• Check for faulty connections.
• Check the noise in the lines.

Problem:

Slow fax/modem transmission time.

Action:

• Check to be certain that the software you are using is set to connect at the maximum speed allowed by the connection.

Problem:

Modem does not connect properly to host system.

Action:

• Make sure connection type and protocol are properly set.
• Be certain the receiving system is compatible with your modem.
• Try connecting at a slower speed.
• Be certain that all software for the connection is properly set.
• Check fax/modem manual for further information.

Problems with Sound

Problem:

No Sound

Action:

• Is the power on for the speakers? Make sure that the unit is hooked up to an AC adapter and the power button is ON.
• Use only the AC adapter provided.
• Check the connections between the computer and the speakers.
• Is there output from the sound card? Remove the plug from the sound card, turn the speaker to maximum volume and touch the tip of the plug. You should hear a hum or buzz coming from the speakers. If you do, the speakers are working. Check the sound card to locate the problem.
• Are the headphones plugged into the headphone jack? Headphones plugged into the speaker's headphone jack will block sound from the speakers. Remove the headphones to restore sound to the speakers.
• Check volume controls on sound card, CD-ROM and speakers. Also check the software volume controls.

Problem:

Sound coming from only one channel.

Action:

• Check connections to the sound card and to the speakers.
• Make sure cables are plugged in completely, and that the connections are correct. See your speaker documentation for information on the connections.

Problem:

Buzzing or humming sound.

Action:

• Check volume, tone and mixer controls on software. Follow the manufacturer's set up instructions for these controls.

Problem:

Problems with Speakerphone Sound

Action:

• Check to be sure that the patch cable is properly connected. This cable directs sound from the speakerphone port on your modem card to the line in for your sound card. If the patch cord is missing, detached or improperly connected, the speakerphone will not function properly. See Chapter One for information about connecting this patch cable.

Problems with Software

Software error messages are returned from your operating system (Windows 98) or your application programs. These typically appear after the system has been booted, or during the running of an application program. If you receive this type of message, you should check your manual for the operating system and/or application program for help in diagnosing and correcting the problem.

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