Top Troubleshooting Problems
| These are some of the most frequently asked troubleshooting questions I receive for laptop and notebook systems. I've divided these questions into categories to help you find the answer you need more quickly. Power and Startup ProblemsIf your laptop won't boot, or worse , won't even power on, the cause can be difficult to pin down. Use the following sections to help you troubleshoot the root of the problem. When I power the system on, I see the power LED light and determine that the fan spins , but nothing else ever happensThe fact that the LEDs illuminate and the fan spins indicates that the power supply subsystem (which includes the external power adapter, power cord, and battery) is partially working, but that does not exclude it from being defective. This is a classic "dead" system, which can be caused by almost any defective hardware component. Because in my experiences I've had more problems with power supplies than most other components , I'd immediately use a multimeter to measure the outputs at the power adapter connectors and ensure they were within the proper 5% tolerances of their rated voltages. The power adapter is usually marked with the rated DC voltage output. If there's power flowing to the adapter but no power coming from the adapter, change the cord. Most laptop power adapters use one of several two-wire standard power cords. Replace the cord with a known-working spare and retest the voltage. Even if the voltage measurements check out, I'd swap in a known-good spare power adapter and retest. If that doesn't solve the problem, I would revert to the "bootstrap approach" I mentioned earlier, which is to strip the system down to the bare minimum and retest. If the system now starts, you should begin adding the components you removed one at a time, retesting after each change. If the laptop uses a two-wire cord that goes directly into the unit, the AC/DC power converter is built in to the laptop. You would need to disassemble the laptop to test the power adapter. The system beeps when I turn it on, but there is nothing on the screenThe beep indicates a failure that was detected by the ROM POST routines. Look up the beep code in the table corresponding to the ROM version in your motherboard. This can sometimes be found in the system manual; however, you can also see the beep codes for the most popular AMI, Award, Phoenix, and IBM ThinkPad BIOSes earlier in this chapter. The system won't boot up. It says "Missing operating system" on the screenWhen your system boots, it reads the first sector from the hard disk, called the master boot record (MBR) , and runs the code contained in that sector. The MBR code then reads the partition table (also contained in the MBR) to determine which partition is bootable and where it starts. Then it loads the first sector of the bootable partition, called the volume boot record (VBR) , which contains the operating system “specific boot code, but before executing the VBR, the MBR checks to be sure the VBR ends with the signature bytes 55AAh. The "Missing operating system" message will be displayed by the MBR if it finds that the first sector of the bootable partition (the VBR) does not end in 55AAh. Several things can cause this to occur:
The power button won't turn off the systemMost recent laptop systems are configured to shut down automatically when you exit Windows. However, it's sometimes necessary to shut down the system manually. There are several possible reasons why the power button might not shut down the system. Check the following before you consider sending the system in for service:
Note The freeware Shutdown.exe utility can be used to force laptop and desktop computers running Windows XP to shut down, log off the current user , hibernate, standby, or restart. Shutdown.exe runs from the command line and can be used if the normal shutdown menu options don't work or the power button doesn't work correctly. You can get it from www.budja.com/shutdown/. If you need to remove the battery or use the reset button to shut down/restart the system, it is a good idea to run ScanDisk (found in the Windows Accessories, System Tools folder) in Windows 95/98/Me/NT/2000 or Chkdsk in Windows XP to check and correct any file system issues after a forced shutdown. Note that some laptop computers have both a power and a sleep button. Make sure you use the correct button for the task you want to perform. Windows ProblemsMany problems with both laptop and desktop computers are caused by the operating system. The following sections provide useful tips for dealing with typical problems caused by Windows. I see a "STOP" or "STOP ERROR" in Windows 2000/XPMany different things, including corrupted files, viruses, incorrectly configured hardware, or failing hardware, can cause Windows STOP errors. The most valuable resource for handling any error message displayed by Windows is the Microsoft Knowledge Base (MSKB), an online compendium of over a quarter of a million articles covering all Microsoft products. You visit the MSKB at support.microsoft.com, and from there you can use the search tool to retrieve information specific to your problem. For example, say you are receiving "Stop 0x0000007B" errors in Windows XP. In that case you would visit the MSKB at the address listed and enter the error message in the search box. In this case, I entered "stop 7B error Windows XP" in the box, and it returned two articles, one of which was Microsoft Knowledge Base Article number 324103, titled: "HOW TO: Troubleshoot 'Stop 0x0000007B' Errors in Windows XP." Upon this link I was taken to the article at support.microsoft.com/default.aspx?scid=kb;en-us;324103, which had a complete description of the problem and possible solutions. The article states that this error could be caused by one of the following:
The article proceeds to explain each issue and solution in detail. All things considered , the MSKB is a valuable resource when dealing with any problems related to or reported by any version of Windows or any other Microsoft software. I see "Fatal Exception" errors in Windows 9x/MeThis is the equivalent of the STOP error in Windows 2000/XP. As indicated in the previous answer, this can be caused by hardware and/or software problems, and the best place to check for specific solutions is in the Microsoft Knowledge Base (MSKB) at support.microsoft.com. The system won't shut down in WindowsThis is another example where the MSKB comes to the rescue. By searching for "shutdown problems Windows XP," for example (substitute the version of Windows you are using), you will quickly find several articles that can help you troubleshoot this type of problem. This problem has been due to bugs in motherboard ROM (try upgrading your motherboard ROM to the latest version), bugs in the various Windows versions (visit www.windowsupdate.com and install the latest fixes, patches, and service packs ), or in some cases configuration or hardware problems. I'll defer to the MSKB articles for more complete explanations of the Windows issues. Note that problems with system software can also cause shutdown problems. Media players and other programs that run in the background might prevent proper shutdown. Use MSConfig to selectively disable these programs at startup, or you can manually close them down before you shut down the computer. If your laptop uses Windows 98/Me/XP, you can use MSConfig to selectively turn off some startup programs or services as part of the process of determining the cause of a computer that won't shut down. I can't find drivers for my hardwareUnlike desktop computers, whose hardware components are usually supported by the individual vendors, laptop computers' onboard components (video, network, modem, CD/DVD-ROM drive, audio, and so on) are supported by the laptop computer vendor. In many cases, laptop vendors provide driver software only for the version of Windows supplied with the system. Although upgrading to a newer version of Windows will usually work well because newer Windows versions are distributed with more hardware drivers, attempting to install an older Windows version can be difficult, especially if you don't know which drivers you need to acquire. Even if you plan to reinstall the same version of Windows on your system, driver problems can still make the installation difficult if your system was shipped with a restore CD instead of a full version of Windows. A restore CD contains an image of your operating system and the drivers for the standard hardware installed in your system. Some laptop vendors don't do a good job of making driver updates easy to locate on their Web sites, so if you don't use the restore CD to reinstall Windows, you might not have all the drivers you need for your system. Whether you plan to reinstall the same version of Windows, some other version of Windows, or another operating system, take these precautions :
Hardware ProblemsLaptop hardware is different in many ways from desktop hardware, as you learned earlier in this chapter. Use these tips to deal with some of the most common problems. The dial-up modem doesn't workFirst verify that the phone line is good and that you have a dial tone. Then check and, if necessary, replace the phone cable from the modem to the wall outlet. The next steps to take depend on the type of modem in use. Laptop computers could use any of the following types of modems:
If the modem is integrated into the motherboard, check the BIOS Setup to see that the modem is enabled. Note that some laptops use a Windows-based BIOS configuration program. Try clearing the Enhanced System Configuration Data (ESCD) option in the BIOS Setup if this option is available. This will force the Plug and Play routines to reconfigure the system, which may resolve any conflicts. If the modem is internal, and you aren't using the COM (serial) ports integrated into the motherboard (as for an external modem), try disabling the serial ports to free up additional system resources. If the modem is part of a mini-PCI card, remove and reinstall the card to make sure it makes a good connection. If the mini-PCI card also contains a 10/100 Ethernet port, make sure the network port is working. If neither the modem nor the network port works, the card or the slot has failed. Use an identical known-working mini-PCI card as a replacement to determine where the problem lies. Note Although mini-PCI is a standard interface, in reality, mini-PCI cards are custom designed for the requirements of a particular OEM. Use a mini-PCI card from the same or similar model of laptop as a replacement if possible; mini-PCI cards are not yet sold in retail stores. If the modem is plugged into a PC Card or CardBus slot, try the other slot if the computer has two slots. If the PC Card or CardBus modem card uses a dongle (a proprietary cable that runs between the card and a standard telephone line or jack), make sure the dongle is tightly attached to the card and to the telephone line or jack. Test the dongle with a multimeter set to CONT (continuity) if you can obtain a pinout to verify the dongle is working properly. Try a known-working replacement dongle from the same or similar model of PC Card (some PC Card dongles can also be obtained from third-party parts sources). If the dongle is damaged or defective, the modem cannot work. If the card also contains a network adapter, make sure the network adapter works. If neither the network adapter nor the modem work, the card or the PC Card/CardBus slot might be defective. If the modem plugs into a serial or USB port, make sure the port has not been disabled and works correctly. If a USB port works with a mouse or other device, it can also support a modem. Most external modems require a separate AC power source, so make sure the modem is plugged into a working AC power source and that the modem is turned on. Make sure the modem is properly connected to the serial or USB port on the laptop. Try replacing the external modem power brick and the serial/USB cable. Try removing and reinstalling the modem drivers, making sure you are using the most recent drivers from the modem manufacturer. If the modem is identified as a standard modem, download model-specific drivers from the modem vendor. Note that modems are very susceptible to damage from nearby lightning strikes. Consider adding lighting arrestors or surge suppressors on the phone line running to the modem, and unplug the modem during storms. If the modem has failed after a storm , you can be almost certain that it has been damaged by lightning. It is possible that in addition to the modem, the strike may have damaged the serial port or motherboard. Any items damaged by lightning will most likely need to be replaced . The keyboard doesn't workTry attaching an external keyboard, either via a standard keyboard port (usually called a PS/2 port ) or via USB. If this works, the internal keyboard may be defective or have a bad connection. Try removing and reinstalling the internal keyboard; if that doesn't work, replace it. Depending on the laptop model in question, removing the keyboard can be simple or more complex. In some cases, the keyboard can be lifted free of the system by removing a couple of screws on the bottom of the case to enable the top of the bezel around the keyboard to be removed; on some systems with a snap-apart case, you release the bezel with a flat-bladed screwdriver or special case-removal tool. With other models, additional steps might be necessary. To determine which steps are necessary, check the notebook computer vendor's Web site for repair (subsystem tear-down and replacement) documentation. I like to use the Google search engine's site-specific search feature. For example, I might use the following search in Google: Compaq "Maintenance and Service" site:Compaq.com Google displays all maintenance and service pages on the Compaq Web site. These pages provide details of disassembling various Compaq laptop computers for service and repairs . Even if the exact model you want to disassemble isn't listed, you might be able to find information about a similar model. If you are unable to locate repair information, try to determine the identity of the actual OEM vendor (see Chapter 17 for vendor names and Web sites) from product reviews or other sources and see if you can get the information needed from the OEM vendor. Tip Another way to determine how to remove the keyboard is to check the documentation provided by third-party hard disk upgrade vendors such as SimpleTech (www.simpletech.com) and Apricorn (www.apricorn.com). Although many laptops' hard disks can be removed through the bottom of the case, some models require the user to remove the keyboard to access the hard disk. A hard disk upgrade kit built for your specific model of laptop will include instructions for removing and installing the drive; the vendors listed post this information online for the models they support. Be very careful when you work with the integrated keyboard. A fragile ribbon cable is often used to connect the keyboard to the motherboard; if this cable is loose or damaged, the keyboard will malfunction. If the system was serviced just before the keyboard malfunctioned, contact the servicer for help. The service technician might not have reconnected the keyboard cable, or he might have damaged it. The mouse pointer is moving when I didn't move itIf you have this problem on a system with an integrated pointing device (touchpad or pointing stick), there are several possible reasons for this problem:
To solve this problem, you should first determine whether your laptop uses a touchpad or a pointing stick (such as the IBM TrackPoint or Toshiba AccuPoint). If your laptop uses a pointing stick, try replacing the cap over the pointing stick (see Chapter 13, "Keyboards and Pointing Devices," for sources for replacement TrackPoint III/IV caps, which also work on earlier TrackPoint keyboards and the Toshiba AccuPoint). If the pointer continues to drift on its own after you replace the TrackPoint/AccuPoint cap, replace the keyboard. The pointing stick is built in to the keyboard. If you experience pointer drift with a system using a touchpad, replace the touchpad (usually a different subassembly than the keyboard). However, before you jump to conclusions about pointer drift, watch your typing! It's very easy to bump a touchpad with your thumbs while you're typing; most touchpads are so sensitive that you might not even notice when your thumbs or fingers brush the surface. A pointing stick can also be bumped accidentally , but in my experience it's harder to overlook the fact you nudged it when typing. If you're still not sure you're having real problems with your system's touchpad, put cardboard over it and work with keyboard commands for a while. If your cursor always stays where it's supposed to, you've been bumping the touchpad without realizing it. However, if the cursor is still roving when you can't touch the touchpad, it's time for a touchpad replacement. If you prefer to use a separate pointing device that's plugged into the computer's PS/2 or USB port, you might want to disable the built-in touchpad or pointing stick with the laptop's BIOS Setup or Windows-based configuration program. Although some systems automatically disable the onboard touchpad or pointing stick when you plug in an external pointing device, others don't. Tip Some late-model IBM laptops feature both a touchpad and a TrackPoint pointing stick. You can use both, or disable one or the other, through the Windows-based configuration utility. I can't hear any sound from the speakersThis can often be as simple as the volume controls turned down, so don't overlook the obvious and check to be sure! Check the system volume control as well as the volume controls in Windows or your application to ensure they are turned up and not muted. Once you are sure the volume is turned up, check the internal connections. If that doesn't help, try reconfiguring the integrated sound, or updating the drivers. The monitor appears completely garbled or unreadableIf you have an external monitor plugged into a notebook computer, a completely garbled screen is most often due to improper, incorrect, or unsupported settings for the refresh rate, resolution, or color depth. Using incorrect drivers as well can also cause this. To check the configuration of the card, the first step would be to power on the system and verify whether you can see the POST or the system splash screen on the monitor and then enter the BIOS Setup. If the screen looks fine during the POST but goes crazy once Windows starts to load, then almost certainly the problem is due to an incorrect setting or configuration of the card. To resolve this, boot the system in Windows "Safe Mode" (hold down the F8 function key as Windows starts to load). This will bypass the current video driver and settings and will place the system in the default VGA mode supported by the BIOS on the video card. Once the Windows Desktop appears, you can right-click the Desktop, select Properties, and then reconfigure the video settings or change the drivers as necessary. If the problem occurs from the moment you turn on the system ”and even, for example, if you boot to a DOS floppy, such as a Windows 98 startup floppy ”you definitely have a hardware problem with most likely either the video circuit cable, or monitor. First try replacing the monitor with another one; if the cable is detachable, try replacing that too. If replacing the monitor and cable do not solve the problem, most likely the video circuit in the laptop is defective. Because laptops use integrated video or a discrete chip built in to the motherboard, you will need to service or replace the unit. The system runs fine for a few minutes, then freezes or locks upThis is the classic symptom of a system that is overheating. Most likely it is the CPU that is overheating , but it can also be other components such as the video card or motherboard chipset. If the system is brand new it is possible that the design is insufficient for proper cooling and a replacement heat spreader or other solutions may be required. If the system is one that was working fine but now is exhibiting the problem, check to see whether the problem started after any recent changes were made. If so, determine whatever change could be the cause of the problem. If not, most likely something such as a cooling fan is either failed or starting to fail. If a laptop system locks up when additional memory is installed, the additional heat from the memory module might appear to be the cause, but in reality the problem could be that the system wasn't designed with adequate thermal protection. When the processor's heatsink or the system's heat spreader is removed and better thermal transfer material is applied between the processor and the heatsink or the heat spreader and hardware, many of these systems run reliably with both standard and additional amounts of memory installed. With some models, a firmware and keyboard driver upgrade also improves system cooling (the keyboard driver helps control the power-management features of many typical laptops). Make sure the fan built in to your laptop is spinning: Use your hand to make sure there's airflow. These fans are very small and virtually silent in normal operation. If the laptop's fan is making grinding or growling noises, it is probably experiencing bearing failure. Note that many newer systems have thermostatically controlled fans. In these systems, it is normal for the fan speeds to change with the temperature. Make sure the chassis is several inches from walls and that the fan ports are unobstructed. I also recommend raising up all four corners of the laptop to improve airflow underneath the unit. If your laptop doesn't have swing-out legs, you can get additional supports or cooling devices from a variety of vendors. If your laptop has a socketed processor, you can try to improve cooling by removing and reseating the processor. Reinstall the CPU heatsink or system heat spreader with new thermal-interface material; many users prefer to use silver-based thermal material to provide better heat transfer. Check the power adapter for correct voltage and make sure the battery doesn't overheat when charged. Try replacing the power adapter with a high-quality replacement or a known-good spare. I am experiencing intermittent problems with the hard drive(s)Most systems use ATA (AT-Attachment, commonly called IDE ) interface drives , which consist of a drive and integrated controller, a ribbon cable, and a host adapter circuit in the motherboard. Most often intermittent problems are found with the cable and the drive; it is far more rare that the host adapter will fail or exhibit problems. Many problems occur with the cables. The laptop version of the ATA drive uses a 44-pin connector that integrates power and data connectors. Check the cable to be sure it is not cut or damaged and try unplugging and replugging it into the drive and motherboard. If replacing the cable does not help, try replacing the drive with a spare, installing an OS, and then testing it to see whether the problem remains. If it does, the problem is with the motherboard, which will most likely need to be replaced. If it doesn't, the problem was most likely with your original drive. You can simply replace it or try testing, formatting, and reinstalling to see whether the drive can be repaired. To do this you will need the low-level format or test software provided by the drive manufacturer. These programs can be downloaded from the drive vendors' Web sites. The system is experiencing intermittent memory errorsIf the memory was recently added or some other change was made to the system, I would suggest undoing that addition/change to see whether it is the cause. If it's not, try removing and reseating all memory modules. If the contacts look corroded, try cleaning them with contact cleaner and then apply contact enhancer for protection. Check the memory settings in the BIOS Setup; generally all settings should be on automatic. Try upgrading to the latest BIOS for your motherboard. Try removing all memory except one bank. Note that if the laptop doesn't have removable memory, you need to service the system if the memory displays errors. If the system has removable memory, replace the module with a new or known-good spare. If you get this far, the problem is most likely either the motherboard or the power supply, or possibly some other component in the system. Try removing other components from the system to see whether they are causing problems. Try reseating the CPU. Try replacing the power adapter with a known-good spare. I installed a 60GB drive in my system, but it is only recognizing 8.4GBMotherboard ROM BIOS have been updated throughout the years to support larger and larger drives. BIOSes older than August 1994 will generally be limited to drives of up to 528MB, whereas BIOSes older than January 1998 will generally be limited to 8.4GB. Most BIOSes dated 1998 or newer will support drives up to 137GB, and those dated September 2002 or newer should support drives larger than 137GB. These are only general guidelines. To accurately determine this for a specific system, you should check with your motherboard manufacturer. You can also use the BIOS Wizard utility from www.unicore.com/bioswiz/index2.html. It will tell you the BIOS date from your system and specifically whether your system supports the Enhanced Disk Drive specification, which means drives over 8.4GB. If your BIOS does not support EDD (drives over 8.4GB), you have two possible solutions:
Of these possible solutions, the first one is the most desirable because it is normally free. Visit your motherboard manufacturer's Web site to see whether it has a newer BIOS available for your motherboard that will support large drives. I almost never recommend the software patch solution because it merely installs a special driver in the boot sector area of the hard drive, which can result in numerous problems when booting from different drives, installing new drives, or recovering data. The 137GB barrier is a bit more complicated because there are not only BIOS issues but also operating system and chipset-based ATA host adapter driver issues as well. Drives larger than 137GB are accessed using 48-bit Logical Block Address (LBA) numbers , which require BIOS support, chipset driver support, and operating systems support. Generally you will need a BIOS with 48-bit LBA support (normally dated September 2002 or newer), the latest chipset driver, such as the Intel Application Accelerator (for motherboards using Intel chipsets; go to www.intel.com/support/chipsets/iaa), and Windows XP with Service Pack 1 (or later) installed. The original version of XP as well as Windows 2000/NT and Windows 95/98/Me do not currently provide native support for hard drives that are larger than 137GB. If you have a system without BIOS support, check with your motherboard manufacturer for an update. If your motherboard uses a non-Intel chipset, check with the motherboard or chipset manufacturer for driver updates to enable 48-bit LBA support. My CD-ROM/DVD drive doesn't workThe CD/DVD drive is one of the more failure-prone components in a laptop. It is not uncommon for one to suddenly fail after a year or so of use. If the drive plugs into a swappable drive bay, remove and reinstall the drive. If the drive is built in to the system, open the system (if possible) and make sure the drive is properly plugged into the system. Make sure the BIOS Setup is set properly for the drive, and verify that the drive is detected during the boot process. Finally, try replacing the drive and, if necessary, the motherboard. If the drive has already been installed and was working before, first try reading different discs, preferably commercial stamped discs rather than writeable or rewriteable ones. Then try the preceding steps. Note If a rewritable CD or DVD drive reads media, but can't write to the media, make sure the CD or DVD creation software you are using supports the drive. If you are not using the software provided with the system, you might need to download updates from the software vendor to enable support for your drive. If you are using Windows XP, you can have problems if Windows XP is configured to handle the drive as a rewritable drive and you are also using third-party software. To disable Windows XP's own recording feature, right-click the drive in My Computer, click the Recording tab, and clear the check box next to Enable CD Recording for this drive. My USB port or device doesn't workMake sure you have enabled the USB ports in the BIOS Setup. Make sure your operating system supports USB ”Windows 95 and NT do not, whereas Windows 98 and later do have USB support. Try removing any hubs and plugging the device directly into the root hub connections on your system. Try replacing the cable. Because many USB devices require additional power, ensure that your device has an external power supply connected if one is required. Then try replacing the computer's power adapter. Tip If you want to use a hub with USB devices, I recommend using a generic hub that has its own AC power source (a self-powered hub). Self-powered hubs provide a full 500mA of power for each USB port, but bus-powered hubs provide only 100mA of power (or less) per port. Therefore, a self-powered hub can be used with devices that require more power than a bus-powered hub can provide. If the laptop has USB 2.0 (Hi-Speed USB) ports, but they aren't recognized as Hi-Speed USB ports by external hard or optical drives designed for Hi-Speed USB, make sure you have done the following:
I installed an additional memory module, but the system doesn't recognize itVerify that the memory is compatible with your laptop. Many subtle variations on memory types that may appear to be identical on the surface can cause a memory module to be incompatible with a given system. Just because the memory module will fit in the slot does not mean it will work properly with your system. Check your laptop manual for the specific type of memory your system requires, and possibly for a list of supported modules. You can visit www.crucial.com and use its memory selector to determine the exact type of memory for a specific system or motherboard. Also note that all motherboards have limits to the amount of memory they will support; many boards today will only support up to 512MB or 1GB. Again, consult the motherboard manual or manufacturer for information on the limits for your board. If you are sure you have the correct type of memory, follow the memory troubleshooting steps listed previously for intermittent memory problems. While I was updating my BIOS, the system froze and now the system is dead!This can occur when a flash ROM upgrade goes awry. Contact the laptop vendor to determine if your system supports a feature called BIOS recovery or if you need to return your laptop for service. BIOS recovery is designed to re-flash the BIOS from an image file on a floppy disk, depending on the system. Unlike the BIOS recovery feature found on some motherboards (in which a motherboard jumper is moved to enable this option), the few laptop systems that support this feature typically use special keystroke combinations. As an alternative to returning your system to the vendor for a replacement BIOS in the event of a failed BIOS flash update, you can contact ACS Computer Services for its LaptopBIOS repair/recovery service (www.laptopbios.com). Prices range from about $100 to $130. This is considerably less expensive than returning a typical system to the vendor for a non-warranty repair. |
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Pages: 182
- Chapter I e-Search: A Conceptual Framework of Online Consumer Behavior
- Chapter V Consumer Complaint Behavior in the Online Environment
- Chapter VII Objective and Perceived Complexity and Their Impacts on Internet Communication
- Chapter VIII Personalization Systems and Their Deployment as Web Site Interface Design Decisions
- Chapter XVII Internet Markets and E-Loyalty