HP HDD, Troubleshooting Manual

Page 1: ...HDD Troubleshooting Guide Page 1 of 48 HP HARD DISK DRIVE TROUBLESHOOTING GUIDE ...

Page 2: ...ubleshooting flow charts 33 3 1 FLOW CHART 1 Run the Short Drive Self Test 33 3 2 FLOW CHART 2 HDD error and operating system will not boot with video 34 3 3 FLOW CHART 3 No OS boot and HDD makes clicking noise 35 3 4 FLOW CHART 4 Noisy HDD and OS boots 36 3 5 FLOW CHART 5 Operating System Will Not Boot 37 3 6 FLOW CHART 6 Hangs during operation 38 3 7 FLOW CHART 7 Drive error during operation 39 ...

Page 3: ... including from DPS in the BIOS from HP Insight Off line Diagnostics and from HP Instant Support DST consists of 2 tests There is a short quick test that takes 2 to 5 minutes to complete from start to finish and tests the basic functionality of the drive There is a long comprehensive test that takes much longer to complete The length of the test varies depending on the size of the drive and can ta...

Page 4: ...uilt from 2000 Most workstations built from 2002 All notebooks built from 2003 DST results are logged on the hard disk drive itself for analysis by the HP repair vendor when the hard disk drive is returned for repair NOTE Troubleshooting help for many HP desktops and workstations can be found in the troubleshooting guides located on the HP Web site Go to http www hp com Select Support Troubleshoot...

Page 5: ... the Quick test The Comprehensive test may launch automatically after the completion of the Quick test and can be aborted if only the Quick test is desired Procedure to access DPS through computer setup follow these steps 1 Turn on or restart the computer 2 During POST when the F10 Setup message appears in the lower portion of the screen press the F10 key to enter Computer Set up For some computer...

Page 6: ... complete and once the Comprehensive test has started press esc to abort the test A failure message will appear after the Quick test if there are any failures When either test has been completed one of three messages will be displayed Test Succeeded Completion Code 0 Test Aborted Completion Code 1 or 2 Test Failed Drive replacement recommended Completion Code 3 14 e g Test Failed Drive replacement...

Page 7: ...s CASE 1 Quick DST Comprehensive DST automatically run consecutively During POST Press the F10 key Select Tools HDD Self Test options F10 ROM Base Setup Bios Version File Security Tools Advanced Activate HDD Self Test Options F1 Help Battery Status Tools HDD Self Test options Computer Setup ...

Page 8: ...curity Tools Advanced Activate HDD Self Test Options F1 Help Tools F10 Select ESC Cancel Notebook hard drive HDD Self Test options Battery Status HDD Self Test options Computer Setup Bios Version File Security Tools Advanced Activate HDD Self Test Options F1 Help Tools F10 Continue ESC Cancel Estimated execution time min 48 HDD Self Test Battery Status HDD Self Test options Computer Setup Bios Ver...

Page 9: ...ecurity Tools Advanced Activate HDD Self Test Options F1 Help Tools Test succeeded HDD Self Test Battery Status HDD Self Test options Test 1 Quick ESC Cancel Test 2 Comprehensive Self test in progress x complete Computer Setup Bios Version File Security Tools Advanced Activate HDD Self Test Options F1 Help Tools Test succeeded HDD Self Test Battery Status HDD Self Test options Test 1 Quick Press a...

Page 10: ...ivate HDD Self Test Options F1 Help Tools Test succeeded HDD Self Test Battery Status HDD Self Test options Test 1 Quick ESC Cancel Test 2 Comprehensive Aborted Computer Setup Bios Version File Security Tools Advanced Activate HDD Self Test Options F1 Help Tools Test succeeded HDD Self Test Battery Status HDD Self Test options Test 1 Quick Test 2 Comprehensive Test stopped by host Press any key to...

Page 11: ...ick DST Comprehensive DST are not combined During POST Press the F10 key Select Tools HDD Self Test options F10 ROM Base Setup Bios Version File Security Tools Advanced Activate HDD Self Test Options F1 Help Battery Status Tools HDD Self Test options ...

Page 12: ... Options F1 Help Battery Calibration Tools HDD Self Test options F10 Select ESC Cancel Notebook hard drive HDD Self Test options Computer Setup Bios Version File Security Tools Advanced Activate HDD Self Test Options F1 Help Battery Calibration Tools HDD Self Test options F10 Continue ESC Cancel HDD Self Test Quick 2 minutes HDD Self Test HDD Self Test Comprehensive 32 minutes Computer Setup Bios ...

Page 13: ...ls Advanced Activate HDD Self Test Options F1 Help Battery Calibration Tools HDD Self Test options Self test completed OK 100 complete HDD Self Test Quick 2 minutes Press any key to continue Computer Setup Bios Version File Security Tools Advanced Activate HDD Self Test Options F1 Help Battery Calibration Tools HDD Self Test options F10 Continue ESC Cancel HDD Self Test Quick 2 minutes HDD Self Te...

Page 14: ...ile Security Tools Advanced Activate HDD Self Test Options F1 Help Battery Calibration Tools HDD Self Test options Self test completed OK 100 complete Press any key to continue HDD Self Test Comprehensive 32 minutes Computer Setup Bios Version File Security Tools Advanced Activate HDD Self Test Options F1 Help Battery Calibration Tools HDD Self Test options F10 Continue ESC Cancel HDD Self Test Qu...

Page 15: ... hard disk drive Press F10 Accept Hewlett Packard Setup Utility File Storage Security Power Advanced F1 Help Device Configuration Storage Options DPS Self test Storage Boot Order Hewlett Packard Setup Utility File Storage Security Power Advanced F1 Help Device Configuration Storage Options DPS Self test Storage Boot Order F10 Accept ESC Cancel Select a drive 40 0 GB xxxxx DPS Self test ...

Page 16: ...up NOTE the user can stop the test at any time by pressing the ESC Cancel key Hewlett Packard Setup Utility File St Security Power Advanced F1 Help Device Configuration Storage Options DPS Self test Storage Boot Order F10 Accept ESC Cancel Estimated execution time in minutes 32 Pres F10 to continue or ESC to cancel DPS Self test Hewlett Packard Setup Utility File Storage Security Power Advanced F1...

Page 17: ... to the starting menu Hewlett Packard Setup Utility File Storage Security Power Advanced F1 Help Device Configuration Storage Options DPS Self test Storage Boot Order Pres any key to continue Test succeeded Completion Code 0 Drive Information DPS Self test Size 40 0 GB Model xxxxxxxxxx Firmware 3 20 Serial Number ssssssss Location SATA 0 ...

Page 18: ...sktop example During POST Press the F10 key Select Storage DPS Self Test F9 Boot menu F10 Setup F12 Network Service Boot Bios Version Hewlett Packard Setup Utility File Storage Security Power Advanced F1 Help Device Configuration Storage Options DPS Self test Storage Boot Order ...

Page 19: ...up Utility File Storage Security Power Advanced F1 Help Device Configuration Storage Options DPS Self test Storage Boot Order F10 Accept ESC Cancel Select a drive 40 0 GB xxxxx DPS Self test Hewlett Packard Setup Utility File Storage Security Power Advanced F1 Help Device Configuration Storage Options DPS Self test Storage Boot Order F10 Accept ESC Cancel Estimated execution time in minutes 32 Pre...

Page 20: ... back to the starting menu Hewlett Packard Setup Utility File Storage Security Power Advanced F1 Help Device Configuration Storage Options DPS Self test Storage Boot Order ESC Cancel Performing test 2 40 DPS Self test Hewlett Packard Setup Utility File Storage Security Power Advanced F1 Help Device Configuration Storage Options DPS Self test Storage Boot Order Pres any key to continue Test succeed...

Page 21: ...your desktop select START and select Help and Support from the menu on the right side select the Troubleshoot a Problem Icon and then follow the steps below HP recently introduced a video to aid customers and partners in learning how to use this powerful diagnostic tool The video is now available in English is available from the Features page of the Business IT Services link from the home page of ...

Page 22: ...he I Accept button to allow HP to collect data to assist with the analysis of the failing system 3 On the Customer Information Page select Region Country Product Category and Connection type and then click Next Note Connection selection must be locally connected to run diagnostics ...

Page 23: ... button The System Health Scan will run and may take up to 90 seconds to complete 5 Using information on the Health Scan Complete page correct any critical issues that are identified If the problem still exists click the Hardware Diagnostics tab to get access to the hard disk drive diagnostic DST Quick test ...

Page 24: ...ive test fails log the error code Contact HP to obtain a replacement drive 8 To run the Comprehensive test click on the Advanced Diagnostics tab select the IDE hard disk test and then click on the Run Selected Diagnostic button This test may run for over an hour depending on the hard disk drive capacity Note The typical test time is around 1 minute for every 1 Gigabyte of capacity e g a 40GB drive...

Page 25: ...HDD Troubleshooting Guide Page 25 of 48 9 If hard disk drive test fails log the error code Contact HP to obtain a replacement drive ...

Page 26: ...s not available for notebook computers These diagnostics can also be downloaded from the www hp com Web site under Driver Downloads for supported products This is an ISO image file package that can be downloaded saved to a temporary folder and burned to a CDROM a file of approximately 100 MB in size This tool will launch the DST for all supported hard disk drives IDE SATA SCSI are supported It inc...

Page 27: ... To launch the DST tests from HP Insight Diagnostics follow these steps 1 Boot from HP Insight Diagnostics CDROM Safe Mode Graphic Option is offered here There is a 5 second timer Default is Normal Drivers 2 HP Insight Diagnostics is loading ...

Page 28: ...HDD Troubleshooting Guide Page 28 of 48 3 Select language keyboard model and layout then press continue ...

Page 29: ...Guide Page 29 of 48 4 Accept the Standard License Agreement 5 HP Insight Diagnostics starts to load all components After each component loads status will change from Loading to Completed with a green checkmark to the left ...

Page 30: ...HDD Troubleshooting Guide Page 30 of 48 6 When all are completed the Survey Screen will be displayed ...

Page 31: ... 10 To run the DST Quick test select only the Short Offline Self Test 11 To run the DST Comprehensive test select only the Extended Offline Self Test 12 Select Begin Test The test will run and will report any errors that are found 13 Diagnostics log saving To save the result select Save and Save to Floppy will appear or Save to USB key if installed ...

Page 32: ...HDD Troubleshooting Guide Page 32 of 48 ...

Page 33: ...HDD Troubleshooting Guide Page 33 of 48 3 Hard disk drive troubleshooting flow charts 3 1 FLOW CHART 1 Run the Short Drive Self Test ...

Page 34: ...ware troubleshooting for failures in other hardware Do not replace HDD Do not replace HDD PASSED Record failure code replace HDD NO YES NO NO NO YES YES YES Re install OS using HP Restore Restore Plus OS CD or OEM media Resolved Do not replace HDD Proceed with normal hardware troubleshooting for failures in other hardware Cannot move to another system YES NO This flow chart is used when OS boot fa...

Page 35: ...DD makes clicking noise Power system off disconnect HDD cables power and data turn system on Does the clicking noise continue Proceed with normal hardware troubleshooting for failures in other hardware YES NO Replace HDD This flow chart is used when OS does not boot OS is not initiated and HDD makes a clicking noise Symptoms tend to point to HDD ...

Page 36: ...HDD Troubleshooting Guide Page 36 of 48 3 4 FLOW CHART 4 Noisy HDD and OS boots ...

Page 37: ...HDD Re install Operating System using HP Restore Restore Plus OS CD or OEM media Resolved Do not replace HDD Proceed with normal hardware troubleshooting for failures in other hardware Ideas Run HP Insight Diagnostics to identify other failed components As a last resort replace motherboard YES YES NO NO NO YES No Successful Boot of OS locks up during boot of OS Run Long DST from BIOS setup or from...

Page 38: ...HDD Troubleshooting Guide Page 38 of 48 3 6 FLOW CHART 6 Hangs during operation ...

Page 39: ...ed Do not replace HDD Re install OS using HP Restore Restore Plus OS CD or OEM media Resolved Do not replace HDD YES YES NO NO NO YES Do Repair Install OS Windows XP Only Resolved YES NO Do not replace HDD Run Long Drive Self Test from BIOS or from HP Insight Off line Diagnostics CDROM or from HP Instant Support Proceed with normal hardware troubleshooting for failures in other hardware Ideas Run ...

Page 40: ...HDD Troubleshooting Guide Page 40 of 48 3 8 FLOW CHART 8 HDD utilities report errors ...

Page 41: ... Resolved Do not replace HDD Re install OS using HP Restore Restore Plus OS CD or OEM media Resolved Do not replace HDD YES YES NO NO Do Repair Install OS Windows XP Only Resolved YES NO Do not replace HDD Run Long Drive Self test from BIOS or from HP Insight Off line Diagnostics CDROM or from HP Instant Support Proceed with normal hardware troubleshooting for failures in other hardware Ideas Run ...

Page 42: ...HDD Troubleshooting Guide Page 42 of 48 3 10 FLOW CHART 10 Cannot run Drive Self Test due to failure ...

Page 43: ...NO YES Move HDD to another system Cannot move to another system YES NO Does failure follow HDD Proceed with normal hardware troubleshooting for failures in other hardware So Windows XP System Restore Windows XP Only NO YES Resolved Do not replace HDD Re install OS using HP Restore Restore Plus OS CD or OEM media Resolved Do not replace HDD YES YES NO NO Do Repair Install OS Windows XP Only Resolve...

Page 44: ...stem Tools and then click System Restore System Restore starts 3 On the Welcome to System Restore page click Restore my computer to an earlier time if it is not already selected and then click Next 4 On the Select a Restore Point page click the most recent system checkpoint in the On this list click a restore point list and then click Next A System Restore message may appear that lists configurati...

Page 45: ...HDD Troubleshooting Guide Page 45 of 48 5 On the Confirm Restore Point Selection page click Next System Restore restores the previous Windows XP configuration and then restarts the computer ...

Page 46: ...upport instantsupport hp com 4 2 How to re install the Operating System 1 Insert the HP Restore CD desktops or the HP Restore Plus CD workstations or the OS CD DVD of the 2 CD DVD set notebooks in the CD drive of the computer power the system on and follow the prompts to restore the system to its factory shipping condition 2 If the problem still exists follow standard hardware troubleshooting for ...

Page 47: ... electronic components of the computer or optional equipment Before beginning these procedures ensure that you are discharged of static electricity by briefly touching a grounded metal object See the Safety Regulatory Information guide www hp com Support and Troubleshooting select your product manuals under self help resources for more information 3 Remove the computer cover or access panel CAUTIO...

Page 48: ...board components on desktop computers see the Illustrated Parts Map IPM for that particular desktop computer It is available on the HP support web site www hp com Support and Troubleshooting select your product select manuals under self help resources Replace the computer cover or access panel End of document ...