HARD-DISK-DRIVE-TRBLE-GUIDE by blacksadow

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									     HP HARD DISK DRIVE
   TROUBLESHOOTING GUIDE




HDD Troubleshooting Guide   Page 1 of 48
                                     TABLE OF CONTENTS
1   Drive Self Test (DST) ...................................................................... 3
    1.1 Introduction ..................................................................................................... 3
    1.2 Tools and Diagnostics: Drive Self Test – DST............................................ 3
    1.3 DST Benefits.................................................................................................... 3
2   Running the Drive Self Test - DST .................................................. 5
    2.1 Option 1: Run DST using Drive Protection System from the system
    BIOS5
         2.1.1          Run DST from system BIOS -- HP notebook examples.................... 7
         2.1.2          Run DST from system BIOS -- HP workstation example ............... 15
         2.1.3          Run DST from system BIOS -- HP desktop example...................... 18
    2.2 Option 2: Run DST from HP Instant Support Web Site.......................... 21
    2.3 Option 3: Run DST from HP Insight Diagnostics Offline Edition........... 26
3   Hard disk drive troubleshooting 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
    3.8 FLOW CHART 8: HDD utilities report errors............................................. 40
    3.9 FLOW CHART 9: Blue screens .................................................................... 41
    3.10 FLOW CHART 10: Cannot run Drive Self Test due to failure................. 42
    3.11 FLOW CHART 11: Drive Self Test is Not Enabled in BIOS setup .......... 43
4   Operating system and CMOS help ................................................ 44
    4.1 How to do a System Restore ...................................................................... 44
    4.2 How to re-install the Operating System.................................................... 46
    4.3 How to Clear and Reset the CMOS on Desktop Computers................... 47




HDD Troubleshooting Guide                                                                                        Page 2 of 48
1       Drive Self Test (DST)

1.1 Introduction

The troubleshooting flow charts presented in section 3 are to be used to improve the
use of the Drive Self Test (DST). The purpose of these flow charts is to increase
solution/resolution accuracy in order to increase customer satisfaction with higher
system uptime. Use of the flow charts will decrease the need for re-repairs and will
decrease no fault found rates. It is critical that these flow charts are followed when a
hard disk drive (HDD) may be the cause of the failure and the failure may result in the
replacement of the hard disk drive. Below are some definitions and explanations for
using tools associated with these flows charts.


1.2 Tools and Diagnostics: Drive Self Test – DST

The Drive Self Test (DST) is an integral part of most hard disk drives shipped today.
Depending on the product, DST can be launched in several ways 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 take
        anywhere from 20 minutes for smaller drives up to a couple of hours for larger
        drives.


1.3 DST Benefits

    •   This test does not erase data when a failure is found.

    •   Accuracy: failure of either of these two tests assumes 100% failure of HDD and
        the HDD must be replaced. Successful passing of the quick test gives a 90%
        assurance that the drive is good. Successful passing of the long test is a close to
        100% assurance that the drive is good.

    •   This test is developed by each hard disk drive manufacturer based on common
        industry standards. It is loaded on the hard disk drive during manufacturing.

    •   Predictive ability: this test can detect potential failure that could occur if the user
        continues to use the hard disk drive.




HDD Troubleshooting Guide                                                        Page 3 of 48
   •   It can be invoked in 3 different ways: from the system BIOS, from the HP web
       site (HP Instant Support) and from a bootable CDROM (HP Insight Diagnostics
       Off-line Edition). It is available for customers and support partners on the HP
       Web site during the life of the product.

   •   The DST is available for:

                    -   Most desktops built 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 & Troubleshooting”.
       -   Select “See support and troubleshooting”, then desired product
       -   Within the self-help resources section, select “manuals”.
       -   Select the appropriate manual.




HDD Troubleshooting Guide                                                   Page 4 of 48
2 Running the Drive Self Test - DST
There are three different ways to run DST on supported hard disk drives. Not all HP
computers support all three options. (See the DST Product Support Matrix on the CSN
Diagnostic Tools page (speedcode TDIA) for details.)

     Option 1: Run DST using Drive Protection System from the system BIOS.
     Option 2: Run DST from HP Instant Support Web site.
     Option 3: Run DST from the HP Insight Diagnostics Offline Edition.


2.1 Option 1: Run DST using Drive Protection System from the system BIOS

Most HP computers contain DPS in the BIOS which will allow the launch of the DST for
most hard disk drives. DPS does not support SCSI and will not be available for these
drives. Most SATA and IDE hard disk drives support DST. Most DPS systems launch
both Quick and Comprehensive tests on the hard disk drive. The first test is 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 computers you will need to press the F2 function key instead of the
       F10 function key to get into setup. Your computer will display a message
       identifying the appropriate function key.)

       If you do not press the F10 (or F2) key while the message is displayed, you
       must restart the computer to access the utility.

       Select language.

       A choice of headings appears in the Computer Setup Utilities menu; some of
       these may be:

       “File, Storage, Security, Power, Advanced” or
       “File, Security, Tools, Advanced” …

   3. Under “Storage” or “Tools” or possibly another heading you will find
      “IDE DPS Self-Test” or “HDD Self-Test”.

       The screen will display the list of DPS-capable hard disk drive that are installed
       on the computer.


HDD Troubleshooting Guide                                                   Page 5 of 48
      If no DPS-capable hard disk drive are installed, the “IDE DPS Self-Test” or
      “HDD Self-Test” option will not appear on the screen. (Note: SCSI drives are
      not DPS-capable drives)

   4. Select the hard disk drive to be tested using the up and down arrow keys.
      Press F10 to accept selection
      Follow the menu screens to run the desired test.

      For some computers, the Quick and Comprehensive tests are run consecutively.
      To run the Quick test only, allow the Quick test to 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 recommended. Completion Code 7.)
      The completion code, if available, should be recorded for use on the warranty
      claim and utilized in diagnosing the computer problem.
      If the Comprehensive Test is aborted after the hard disk drive passes the Quick
      test, only the “Test Aborted” message will appear.




HDD Troubleshooting Guide                                                 Page 6 of 48
2.1.1 Run DST from system BIOS -- HP notebook examples

CASE 1: Quick DST & Comprehensive DST automatically run consecutively

During POST

• Press the [F10] key




                                    F10=ROM Base Setup




                              Computer Setup                                   Bios Version
• Select:                    File Security Tools Advanced
                                             Tools

                                                HDD Self-Test options
 Tools -                                        Battery Status
 HDD Self-Test options




                             Activate HDD Self-Test Options                        <F1=Help>




HDD Troubleshooting Guide                                               Page 7 of 48
Select the listed hard disk drive   Computer Setup                                              Bios Version
                                    File Security     Tools Advanced
                                                      Tools
• Press [F10] = Select                                 HDD Self-Test options
                                                       Battery Status




                                                             HDD Self-Test options

                                                              Notebook hard drive

                                                            F10=Select, ESC=Cancel




                                    Activate HDD Self-Test Options                                  <F1=Help>




• You will see a message like       Computer Setup
                                    File Security     Tools Advanced
                                                                                                Bios Version
                                                      Tools
  “Estimated execution time
  (min): 48”                                           HDD Self-Test options
                                                       Battery Status

NOTE: The displayed time is
the sum of the Quick + the
Comprehensive tests.                                            HDD Self-Test

                                                Estimated execution time (min): 48

                                                                     F10=Continue, ESC=Cancel




                                    Activate HDD Self-Test Options                                  <F1=Help>



• Press [F10] = Continue            Computer Setup                                              Bios Version
                                    File Security     Tools Advanced
                                                      Tools

                                                       HDD Self-Test options
The Quick DST starts first.                            Battery Status


- If the hard disk drive has a
failure, the test stops and an                                  HDD Self Test
error message pops up.
                                               Test 1 (Quick)
                                                 Self test in progress …………… x% complete



                                                                                   ESC=Cancel




                                    Activate HDD Self-Test Options                                  <F1=Help>




HDD Troubleshooting Guide                                                            Page 8 of 48
- If the hard disk drive is good,   Computer Setup                                              Bios Version
the test finishes within 2          File Security     Tools Advanced
                                                      Tools

minutes.                                                 HDD Self-Test options
                                                         Battery Status

Then Comprehensive DST
starts automatically.
                                                                HDD Self Test
- If the hard disk drive has a                 Test 1   (Quick)
failure, the test stops and an                   Test   succeeded
error message pops up.                         Test 2   (Comprehensive)
                                                 Self   test in progress …………… x% complete
                                                                                   ESC=Cancel
NOTE: user can stop the test
at any time by pressing the
[ESC] = Cancel key.
                                    Activate HDD Self-Test Options                                   <F1=Help>




- If the hard disk drive is good,   Computer Setup                                                Bios Version
the test finishes within 40 to      File Security       Tools Advanced
                                                        Tools

120 minutes.                                             HDD Self-Test options
                                                         Battery Status




                                                                 HDD Self Test

                                                Test 1   (Quick)
                                                  Test   succeeded
                                                Test 2   (Comprehensive)
                                                  Test   succeeded
                                                                      Press any key to continue




                                     Activate HDD Self-Test Options                                   <F1=Help>




Press any key to go back to the     Computer Setup                                                Bios Version
starting menu.                      File Security       Tools Advanced
                                                        Tools

                                                         HDD Self-Test options
                                                         Battery Status




                                                              HDD Self-Test options

                                                               Notebook hard drive

                                                             F10=Select, ESC=Cancel




                                     Activate HDD Self-Test Options                                   <F1=Help>



HDD Troubleshooting Guide                                                              Page 9 of 48
User stops Comprehensive      Computer Setup                                            Bios Version
DST                           File Security     Tools Advanced
                                                Tools

                                                  HDD Self-Test options
The “Aborted” message is                          Battery Status

displayed.

                                                          HDD Self Test

                                         Test 1 (Quick)
                                           Test succeeded
                                         Test 2 (Comprehensive)
                                           Aborted
                                                                          ESC=Cancel




                              Activate HDD Self-Test Options                                <F1=Help>




The “Aborted” message could   Computer Setup                                            Bios Version
                              File Security     Tools Advanced
                                                Tools
also look like this.
                                                  HDD Self-Test options
                                                  Battery Status




                                                          HDD Self Test

                                         Test 1   (Quick)
                                           Test   succeeded
                                         Test 2   (Comprehensive)
                                           Test   stopped by host
                                                            Press any key to continue




                              Activate HDD Self-Test Options                                <F1=Help>




HDD Troubleshooting Guide                                                   Page 10 of 48
CASE 2: Quick DST & Comprehensive DST are not combined



During POST

• Press the [F10] key




                                     F10=ROM Base Setup




• Select:                                                                      Bios Version
                            File   Security   Tools Advanced
                                              Tools
 Tools -                                       HDD Self-Test options
 HDD Self-Test options                         Battery Status




                            Activate HDD Self-Test Options                         <F1=Help>




HDD Troubleshooting Guide                                              Page 11 of 48
Select the listed hard disk drive   Computer Setup                                           Bios Version
                                    File Security     Tools Advanced
                                                      Tools
• Press [F10] = Select                                 Battery Calibration
                                                       HDD Self-Test options




                                                             HDD Self-Test options

                                                              Notebook hard drive

                                                            F10=Select, ESC=Cancel




                                    Activate HDD Self-Test Options                               <F1=Help>




• Select “HDD Self Test             Computer Setup                                           Bios Version
  (Quick: 2 minutes)”               File Security     Tools Advanced
                                                      Tools

                                                       Battery Calibration
• Press [F10]=Continue                                 HDD Self-Test options

       to run the Quick DST.

                                                                HDD Self-Test

                                                HDD Self Test (Quick: 2 minutes)
                                                HDD Self Test (Comprehensive: 32 minutes)
                                                                F10=Continue, ESC=Cancel




                                    Activate HDD Self-Test Options                               <F1=Help>




Test in progress…                   Computer Setup                                           Bios Version
                                    File Security     Tools Advanced
                                                      Tools

- If the hard disk drive has a                         Battery Calibration
                                                       HDD Self-Test options
failure, the test stops and an
error message pops up.

                                                     HDD Self Test (Quick: 2 minutes)


                                                 Self test in progress …………… x% complete




HDD Troubleshooting Guide                                                            Page 12 of 48
If the hard disk drive is good,   Computer Setup                                               Bios Version
the test finishes within 2        File Security     Tools Advanced
                                                    Tools
minutes.                                             Battery Calibration
                                                     HDD Self-Test options




                                                   HDD Self Test (Quick: 2 minutes)


                                               Self test completed OK ……… 100% complete

                                                                   Press any key to continue




                                  Activate HDD Self-Test Options                                   <F1=Help>



At the end of the Quick test,     Computer Setup                                               Bios Version
the DST selection page is         File Security     Tools Advanced
                                                    Tools

displayed again.                                     Battery Calibration
                                                     HDD Self-Test options

If you want to run the
Comprehensive test:
• Select « HDD Self Test                                      HDD Self-Test
  (Comprehensive : xx                         HDD Self Test (Quick: 2 minutes)
  minutes)”                                   HDD Self Test (Comprehensive: 32 minutes)
• Press [F10]=Continue to                                     F10=Continue, ESC=Cancel
  run the Comprehensive DST.



                                  Activate HDD Self-Test Options                                   <F1=Help>



Test in progress…
                                  Computer Setup                                               Bios Version
                                  File Security     Tools Advanced
                                                    Tools
- If the hard disk drive has a                       Battery Calibration
failure, the test stops and an                       HDD Self-Test options
error message pops up.


                                              HDD Self Test (Comprehensive: 32 minutes)


                                               Self test in progress …………… x% complete




                                  Activate HDD Self-Test Options                                   <F1=Help>




HDD Troubleshooting Guide                                                          Page 13 of 48
- If the hard disk drive is good,   Computer Setup                                               Bios Version
the test finishes in 40 to 120      File Security     Tools Advanced
                                                      Tools

minutes.                                               Battery Calibration
                                                       HDD Self-Test options




                                                HDD Self Test (Comprehensive: 32 minutes)


                                                 Self test completed OK ……… 100% complete

                                                                     Press any key to continue




                                    Activate HDD Self-Test Options                                   <F1=Help>




At the end of the                   Computer Setup                                               Bios Version
Comprehensive test, the test        File Security     Tools Advanced
                                                      Tools
selection page is displayed                            Battery Calibration
again.                                                 HDD Self-Test options




• Press [ESC]=Cancel to go                                      HDD Self-Test
  back to the main menu.
                                                HDD Self Test (Quick: 2 minutes)
                                                HDD Self Test (Comprehensive: 32 minutes)
                                                                F10=Continue, ESC=Cancel




                                    Activate HDD Self-Test Options                                   <F1=Help>




HDD Troubleshooting Guide                                                            Page 14 of 48
2.1.2 Run DST from system BIOS -- HP workstation example


During POST                                          Hewlett-Packard Setup Utility
                                          Storage
                                    File Storage    Security Power Advanced
                                         Device Configuration
• Press the [F10] key                    Storage Options

• Select: Language                       DPS Self-test
                                         Boot Order
• Select:
  Storage -
  DPS Self-Test




                                                                                          <F1=Help>




Select the listed hard disk drive                    Hewlett-Packard Setup Utility
                                          Storage
                                    File Storage    Security Power Advanced

• Press [F10] = Accept                   Device Configuration
                                         Storage Options

                                          DPS Self-test
                                                          DPS Self-test
                                          Boot Order
                                                 Select a drive:
                                                 ► 40.0 GB xxxxx

                                                         F10=Accept, ESC=Cancel




                                                                                          <F1=Help>




HDD Troubleshooting Guide                                                 Page 15 of 48
                                               Hewlett-Packard Setup Utility
• You will see a message like       File Storage Security Power Advanced
                                            St
  “Estimated execution time            Device Configuration
  (min): 32”                           Storage Options


NOTE: The displayed time is            DPS Self-test
                                                   DPS Self-test
the sum of the Quick + the             Boot Order
                                           Estimated execution time (in minutes): 32
Comprehensive tests.                       Pres F10 to continue, or ESC to cancel

                                                          F10=Accept, ESC=Cancel
Press [F10] = Accept to launch
both tests.




                                                                      <F1=Help>




The Quick DST starts first.                          Hewlett-Packard Setup Utility
                                          Storage
                                    File Storage    Security Power Advanced
- If the hard disk drive has a           Device Configuration
failure, the test stops and an           Storage Options
error message pops up.
                                         DPS Self-test
                                                                DPS Self-test
                                         Boot Order
- If the hard disk drive is good,                           Performing test 1 …
the test finishes within 2                                         ……………………………
minutes.
                                                                     40%
                                                                       ESC=Cancel




                                                                                            <F1=Help>




Then the Comprehensive DST                           Hewlett-Packard Setup Utility
starts automatically.                     Storage
                                    File Storage    Security Power Advanced
                                          Device Configuration
- If the hard disk drive has a            Storage Options
failure, the test stops and an
error message pops up.                    DPS Self-test
                                                                DPS Self-test
                                          Boot Order
                                                            Performing test 2 …
NOTE: the user can stop the test
at any time by pressing the                                        ……………………………
[ESC] = Cancel key.                                                  40%
                                                                       ESC=Cancel




                                                                                            <F1=Help>

HDD Troubleshooting Guide                                                   Page 16 of 48
                                                   Hewlett-Packard Setup Utility
If the hard disk drive is good,         Storage
                                  File Storage    Security Power Advanced
the test finishes within 40 to         Device Configuration
120 minutes.                           Storage Options

                                       DPS Self-test
Press any key to go back to                                   DPS Self-test
                                       Boot Order
the starting menu.                                      Test succeeded
                                                        Completion Code: 0
                                                        Drive Information:

                                                        Size            40.0 GB
                                                        Model           xxxxxxxxxx
                                                        Firmware        3.20
                                                        Serial Number   ssssssss
                                                        Location        SATA 0
                                                          Pres any key to continue
                                                                                         <F1=Help>




HDD Troubleshooting Guide                                                     Page 17 of 48
2.1.3 Run DST from system BIOS -- HP desktop example


During POST

• Press the [F10]
  key




                     Bios Version<F9=Boot menu>   <F10=Setup>   <F12=Network Service Boot>




• Select:                                 Hewlett-Packard Setup Utility
                             Storage
                       File Storage      Security Power Advanced
 Storage -                   Device Configuration
 DPS Self-Test               Storage Options

                              DPS Self-test
                             Boot Order




                                                                                      <F1=Help>




HDD Troubleshooting Guide                                                        Page 18 of 48
Select the listed HDD.                                Hewlett-Packard Setup Utility
                                        Storage
                                  File Storage       Security Power Advanced
• Press [F10] = Accept                   Device Configuration
                                         Storage Options

                                          DPS Self-test
                                                         DPS Self-test
                                         Boot Order
                                                Select a drive:
                                                ► 40.0 GB xxxxx

                                                          F10=Accept, ESC=Cancel




                                                                                            <F1=Help>


• You will see a message like               Hewlett-Packard Setup Utility
  “Estimated execution           File   Storage Security Power Advanced
                                         Storage
  time (min): 32”                   Device Configuration
                                    Storage Options
NOTE: The displayed time
is the sum of the Quick +           DPS Self-test
                                                DPS Self-test
                                    Boot Order
Comprehensive tests.                    Estimated execution time (in minutes): 32
                                        Pres F10 to continue, or ESC to cancel
Press [F10] = Accept to                                 F10=Accept, ESC=Cancel
launch both tests.




                                                                    <F1=Help>




The Quick DST starts first.                        Hewlett-Packard Setup Utility
                                       Storage
                                 File Storage     Security Power Advanced
- If the hard disk drive has a          Device Configuration
failure, the test stops and an          Storage Options
error message pops up.
                                        DPS Self-test
                                                              DPS Self-test
                                        Boot Order
- If the hard disk drive is                               Performing test 1 …
good, the test finishes within                                   ……………………………
2 minutes.
                                                                   40%
                                                                     ESC=Cancel




                                                                                          <F1=Help>

HDD Troubleshooting Guide                                                       Page 19 of 48
Then the Comprehensive DST
                                                   Hewlett-Packard Setup Utility
starts automatically.                   Storage
                                  File Storage    Security Power Advanced
                                       Device Configuration
- If the hard disk drive has a         Storage Options
failure, the test stops and an
error message pops up.                 DPS Self-test
                                                            DPS Self-test
                                       Boot Order
                                                        Performing test 2 …
NOTE: the user can stop the
test any time by pressing the                                   ……………………………
[ESC] = Cancel key.                                               40%
                                                                    ESC=Cancel




                                                                                      <F1=Help>




If the hard disk drive is good,                    Hewlett-Packard Setup Utility
the test finishes within 40 to          Storage
                                  File Storage    Security Power Advanced
120 minutes.                           Device Configuration
                                       Storage Options

                                        DPS Self-test
Press any key to go back to the                               DPS Self-test
                                        Boot Order
starting menu.                                           Test succeeded
                                                         Completion Code: 0
                                                         Drive Information:

                                                         Size            40.0 GB
                                                         Model           xxxxxxxxxx
                                                         Firmware        3.20
                                                         Serial Number   ssssssss
                                                         Location        SATA 0
                                                          Pres any key to continue
                                                                                       <F1=Help>




HDD Troubleshooting Guide                                                  Page 20 of 48
2.2 Option 2: Run DST from HP Instant Support Web Site

HP Instant Support Professional Edition: this is a tool that is available on the HP Web
site and is supported on HP desktops, workstations and notebooks running MicroSoft
Windows. This tool can launch both the Quick and Comprehensive DST hard disk drive
tests.

          Note: this tool is also available through the Help and Support Center (HSC is supported only
          on XP OS); from 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 www.hp.com.

Procedure: to launch the DST from HP Instant Support, follow these steps:


1. Connect to the HP Instant Support Website and select Launch an online
diagnostic session.

                        http://instantsupport.hp.com
The URL for Instant Support is -                                                                  or
http://www.hp.com/go/ispe.




HDD Troubleshooting Guide                                                            Page 21 of 48
   2. On the Advice Disclaimer page, click the 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.




HDD Troubleshooting Guide                                        Page 22 of 48
4. On the Device Detection page, click on the Run System Health Scan 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).




HDD Troubleshooting Guide                                                 Page 23 of 48
6. On the Hardware Diagnostics page, select the IDE hard disk test and then click
the Run Selected Diagnostic button.
Note: The typical test time is around 2 to 5 minutes for the quick test.




7. If hard disk drive 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 should take approximately 40 minutes to test).




HDD Troubleshooting Guide                                                  Page 24 of 48
9. If hard disk drive test fails, log the error code. Contact HP to obtain a replacement
drive.




HDD Troubleshooting Guide                                                  Page 25 of 48
2.3 Option 3: Run DST from HP Insight Diagnostics Offline
       Edition

HP Insight Diagnostics Offline Edition is a set of offline diagnostic tools that boots from
its own Linux OS. It is shipping today and is included on the Documentation and
Diagnostics CD for desktops and workstations. It is shipping with desktops
beginning with desktops introduced in May, 2005. It is available for all workstations
shipping from June, 2004. It is 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 includes:

        Quick diagnostics
        Comprehensive diagnostics
        Custom diagnostics
        Interactive and non-interactive diagnostics

for a full set of components (in addition to the hard disk drive), for example:

   •    Memory
   •    Processor
   •    Storage devices
   •    Multimedia devices
   •    Input devices (mouse, etc.)




HDD Troubleshooting Guide                                                    Page 26 of 48
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.




HDD Troubleshooting Guide                                        Page 27 of 48
3. Select language, keyboard model and layout, then press [continue].




HDD Troubleshooting Guide                                       Page 28 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.




HDD Troubleshooting Guide                                                             Page 29 of 48
6. When all are completed, the Survey Screen will be displayed.




HDD Troubleshooting Guide                                         Page 30 of 48
7. Select the “Test” tab.




8. Select “Custom” and “Unattended” test.


9. Select “+” on storage and select “+” for the HDD testing.


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.


HDD Troubleshooting Guide                                              Page 31 of 48
HDD Troubleshooting Guide   Page 32 of 48
3 Hard disk drive troubleshooting flow charts
3.1 FLOW CHART 1: Run the Short Drive Self Test




HDD Troubleshooting Guide                         Page 33 of 48
3.2 FLOW CHART 2: HDD error and operating system will not boot -- with
     video




                                                                       This flow chart is used when
      HDD error and system hangs during                                OS boot fails and OS is not
     POST (Power On Self Test) prior to OS                             initiated. Video is working
    loading; there is video; OS doesn’t boot.                          and symptoms tend to point
                                                                       to HDD.




               Check and reseat
                cables for HDD




                                    YES
                   Resolved?                    Do not replace HDD


                          NO


                  Clear CMOS




                                    YES
                   Resolved?                    Do not replace HDD


                          NO

                                     Cannot move to
                 Move HDD to         another system
                another system




                                        Run Long Drive Self Test
                                    YES ·                                                      NO
                  Does failure              from BIOS or                                                Record failure
                                                                               PASSED?
                  follow HDD?           ·   from HP Insight Off-line                                  code; replace HDD
                                            Diagnostics CDROM

                          NO                                                            YES

                 Proceed with                                                Re-install OS
               normal hardware                                             using HP Restore/
              troubleshooting for                                           Restore Plus/OS
                failures in other                                          CD or OEM media
                    hardware

                                                                                                         Proceed with
                                                                                               NO      normal hardware
                                                                              Resolved?               troubleshooting for
                                                                                                        failures in other
                                                                                                            hardware
                                                                                     YES


                                                                             Do not replace
                                                                                 HDD




HDD Troubleshooting Guide                                                                                 Page 34 of 48
3.3 FLOW CHART 3: No OS boot and HDD makes clicking noise




                                                  This flow chart is used when
   HDD passes short                               OS does not boot, OS is not
   test but OS will not                           initiated and HDD makes a
     boot and HDD                                 clicking noise. Symptoms
     makes clicking                               tend to point to HDD.
          noise



   Power system off,
    disconnect HDD
   cables (power and
   data); turn system
           on.



                               Proceed with
        Does the      YES    normal hardware
     clicking noise         troubleshooting for
       continue?              failures in other
                                  hardware
              NO


     Replace HDD




HDD Troubleshooting Guide                                                        Page 35 of 48
3.4 FLOW CHART 4: Noisy HDD and OS boots




HDD Troubleshooting Guide                  Page 36 of 48
3.5 FLOW CHART 5: Operating System Will Not Boot




                                                                                            This flow chart is used when
                                                                                            the HDD passes the short
                                       No Successful Boot of OS                             drive self test but the OS
                                                                                            does not boot and locks up
                                      (locks up during boot of OS)
                                                                                            during boot of OS.



                                             Run Long DST
                        ·        from BIOS setup or
                        ·        from HP Insight Off-line Diagnostics CDROM




                                                              YES    Record failure code;
                                                Failed?
                                                                        replace HDD


                                                    NO

                      Cannot move to
                      another system         Move HDD to
                                            another system




                                                                        Proceed with
                Repair Install YES                            NO      normal hardware
                                              Does failure
              Operating System                                       troubleshooting for
                                              follow HDD?
             (Windows XP Only)                                         failures in other
                                                                           hardware




                                    YES      Do not replace
                  Resolved?
                                                 HDD.


                            NO

                  Re-install
              Operating System
              using HP Restore/
               Restore Plus/OS
              CD or OEM media



                                    YES      Do not replace
                  Resolved?
                                                 HDD.


                            NO

  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




HDD Troubleshooting Guide                                                                                       Page 37 of 48
3.6 FLOW CHART 6: Hangs during operation




HDD Troubleshooting Guide                  Page 38 of 48
3.7 FLOW CHART 7: Drive error during operation



                                                                                      This flow chart is used when
                                                                                      the HDD passes the short
                                                                                      drive self test and computer
                                 Drive error during operation.                        continues to function but
                   (computer continues to function, but there are HDD errors)         there are disk errors.




                    Run Long Drive Self Test
                    ·   from BIOS or
                    ·   from HP Insight Off-line Diagnostics CDROM or
                    ·   from HP Instant Support




                                                          YES     Record failure
                                            Failed?
                                                                code; replace HDD


                                                 NO
                      Cannot move to
                      another system      Move HDD to
                                         another system


                                                                   Proceed with
              Do Windows XP    YES                        NO     normal hardware
                                          Does failure
              System Restore                                    troubleshooting for
                                          follow HDD?
             (Windows XP Only)                                    failures in other
                                                                      hardware



                                   YES   Do not replace
                 Resolved?
                                             HDD.


                       NO

            Do Repair Install OS
            (Windows XP Only)



                                   YES   Do not replace
                 Resolved?
                                             HDD.


                        NO
           Re-install OS using HP
          Restore/Restore Plus/OS
             CD or OEM media


                                YES
                                         Do not replace
                 Resolved?
                                             HDD.

                             NO

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.




HDD Troubleshooting Guide                                                                             Page 39 of 48
3.8 FLOW CHART 8: HDD utilities report errors




HDD Troubleshooting Guide                       Page 40 of 48
3.9 FLOW CHART 9: Blue screens



                                                                                         This flow chart is used when
                                                                                         HDD passes the short drive
                                   System blue screens and HDD is
                                                                                         self test and the computer
                                   suspected to be the cause of the
                                                                                         shows blue screens.
                                                failure



                     Run Long Drive Self test
                     ·   from BIOS or
                     ·   from HP Insight Off-line Diagnostics CDROM or
                     ·   from HP Instant Support



                                                             YES     Record failure
                                               Failed?
                                                                   code; replace HDD


                                                     NO
                      Cannot move to
                      another system        Move HDD to
                                           another system




                                                                      Proceed with
              Do Windows XP    YES                           NO     normal hardware
                                            Does failure
              System Restore                                       troubleshooting for
                                            follow HDD?
             (Windows XP Only)                                       failures in other
                                                                         hardware




                                    YES    Do not replace
                  Resolved?
                                               HDD.


                        NO
             Do Repair Install OS
             (Windows XP Only)



                                   YES      Do not replace
                  Resolved?
                                                HDD.


                         NO
           Re-install OS using HP
           Restore/Restore Plus/
           OS CD or OEM media



                                   YES
                                           Do not replace
                  Resolved?
                                               HDD.

                              NO


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.




HDD Troubleshooting Guide                                                                                  Page 41 of 48
3.10 FLOW CHART 10: Cannot run Drive Self Test due to failure




HDD Troubleshooting Guide                                       Page 42 of 48
3.11 FLOW CHART 11: Drive Self Test is Not Enabled in BIOS setup


          Cannot Run Short or Long Drive Self Test from BIOS Setup as DST Is Not Enabled
                                                                                                                      This flow chart is used when
                                                                                                                      neither the short nor the long
                                                                                                                      drive self test can be run.
 DPS is not in BIOS setup so DST
                                                                                                                      DPS is not in BIOS setup so
         is not enabled.
                                                                                                                      DST in not enabled.
  System POSTs successfully.
                                                                                                                      Symptoms tend to point to
   HDD is suspected to be the
                                                                                                                      HDD.
               failure




      Run HP Insight Off-line
 Diagnostics from CD or download
    from HP support Web site


                                                                                          Cannot move to
                                                                                          another system       Move HDD to
                              Proceed with normal
                                                                                                              another system
           HP Insight      NO        hardware
           Diagnostics         troubleshooting for
           Available?            failures in other
                                     hardware
                  YES                                                                                                                     Proceed with
                                                                                  So Windows XP                                         normal hardware
                                                                                                               Does failure
                                                                                  System Restore                                       troubleshooting for
   Run short test under Custom                                                                                 follow HDD?
                                                                                 (Windows XP Only) YES                            NO     failures in other
      Unattended Storage:
                                                                                                                                             hardware
    “Hard Drive Short Offline
            SelfTest”


                                                                                                              Do not replace
                                                                                      Resolved?
                                                                                                                  HDD.
                                                                                                     YES
                           NO        Record failure
            Passed?
                                   code; replace HDD                                         NO
                                                                                 Do Repair Install OS
                 YES                                                             (Windows XP Only)

    Run long test under Custom
       Unattended Storage:
   “Hard Drive Extended Offline                                                                               Do not replace
             SelfTest”                                                                Resolved?
                                                                                                                  HDD.
                                                                                                        YES

                                                                                            NO
                                                                               Re-install OS using HP
                                                                              Restore/Restore Plus/OS
                           NO        Record failure                              CD or OEM media
            Passed?
                                   code; replace HDD


                 YES                                                                                          Do not replace
                                                                                      Resolved?
                                                                                                     YES          HDD.


                                                                                            NO

                                                   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.




HDD Troubleshooting Guide                                                                                                              Page 43 of 48
4 Operating system and CMOS help
4.1 How to do a System Restore

System Restore Procedure in Windows XP

   1. Log on to Windows as Administrator.
   2. Click Start, point to All Programs, point to Accessories, point to System
      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 configuration changes that System
      Restore will make. Click OK.




HDD Troubleshooting Guide                                              Page 44 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.




HDD Troubleshooting Guide                                              Page 45 of 48
       6. Log on to the computer as Administrator. The System Restore Restoration
       Complete page appears. Click OK.
       7. If the problem still exists, then run HP self-help diagnostics from HP Instant
       Support (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 failures
      in other hardware.




HDD Troubleshooting Guide                                                    Page 46 of 48
4.3 How to Clear and Reset the CMOS on Desktop Computers

The computer’s configuration memory (CMOS) stores password information and
information about the computer’s configuration.

Using the CMOS Button

1. Turn off the computer and any external devices, and disconnect the power cord from
the power outlet.

2. Disconnect the keyboard, monitor, and any other external equipment connected to
the computer.

WARNING: To reduce the risk of personal injury from electrical shock and/or hot
surfaces, be sure to disconnect the power cord from the wall outlet and allow the
internal system components to cool before touching.

CAUTION: When the computer is plugged in, the power supply always has voltage
applied to the system board even when the unit is turned off. Failure to disconnect the
power cord can result in damage to the system.

CAUTION: Static electricity can damage the 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.

CAUTION: Pushing the CMOS button will reset CMOS values to factory defaults and will
erase any customized information including passwords, asset numbers, and special
settings. It is important to back up the computer CMOS settings before resetting them in
case they are needed later. Backup is easily done through Computer Setup. See the
Computer Setup (F10) Utility Guide for information on backing up the CMOS settings.
(www.hp.com, Support and Troubleshooting, select your product, manuals under self-
help resources)

4. Locate, press, and hold the CMOS button in for five seconds.

Make sure you have disconnected the AC power cord from the wall outlet. The CMOS
button will not clear CMOS if the power cord is connected.




HDD Troubleshooting Guide                                                 Page 47 of 48
CMOS button

For assistance locating the CMOS button and other system
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




HDD Troubleshooting Guide                                        Page 48 of 48

								
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