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Technology Codes
HP does not change the name of a product every time the product’s technology changes. While this
helps ensure continuing market momentum for HP products, it complicates technology deployment
and support processes.
To help solve this problem, HP has added a technology code to the serial number of each of its
products. Since the BIOS must be matched to the notebook’s hardware, the same code is used for the
BIOS and the hardware. This manual refers to technology code differences where applicable.
The table below shows the technology codes and the changes they signify for the products. Before
downloading software or drivers or performing repairs, note the technology code for the HP notebook
model.
Note that the first two characters of the BIOS ID (for example, IC.M1.02) indicate the hardware
technology. You can also determine the BIOS ID using the BIOS configuration utility, or by pressing
Esc during the boot process when the HP logo appears.
This manual contains service information for products with the following technology code.
Technology code
Product name
Details
JB
Pavilion ze1200/xf300
series.
AMD based platform with VIA chipset and integrated
graphics.
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Contents
Technology Codes...........................................................................................................................iii
Product Information ......................................................................................................... 7
Notebook Features ........................................................................................................................... 7
Operating the Notebook................................................................................................................. 10
Turning the Notebook On and Off .......................................................................................... 10
Resetting the Notebook ........................................................................................................... 11
Changing the Boot Device ...................................................................................................... 11
Hardware Specifications ................................................................................................................ 12
Technology Code JB ............................................................................................................... 12
Troubleshooting and Diagnostics................................................................................... 15
Audio Problems....................................................................................................................... 15
CD and DVD Problems........................................................................................................... 16
Display Problems .................................................................................................................... 17
Floppy Disk Drive Problems................................................................................................... 18
Hard Disk Drive Problems ...................................................................................................... 18
Heat Problems ......................................................................................................................... 19
Keyboard, Touch Pad, and Mouse Problems .......................................................................... 19
LAN Problems......................................................................................................................... 20
Memory Problems................................................................................................................... 21
Modem Problems .................................................................................................................... 21
One-Touch Button Problems................................................................................................... 23
Parallel and USB Problems ..................................................................................................... 24
PC Card (PCMCIA) Problems ................................................................................................ 25
Performance Problems ............................................................................................................ 25
Power and Battery Problems ................................................................................................... 26
Printing Problems.................................................................................................................... 27
Startup Problems ..................................................................................................................... 27
Standby and Resume Problems ............................................................................................... 28
Using the e-DiagTools Diagnostic Tests........................................................................................ 29
Using the BIOS Configuration Utility............................................................................................ 30
Reinstalling and Updating Software.............................................................................. 33
Recovering the Factory Software Installation................................................................................ 33
Updating the Notebook BIOS ........................................................................................................ 34
Updating the Windows Drivers...................................................................................................... 34
Removing and Replacing Parts...................................................................................... 35
Removing the Battery .................................................................................................................... 36
Removing the Hard Disk Drive...................................................................................................... 37
Removing an SDRAM Module...................................................................................................... 39
Replacing Small Parts and Accessories.......................................................................................... 41
Reference Information.................................................................................................... 43
Password Removal Policy.............................................................................................................. 43
Hewlett-Packard Display Quality Statement.................................................................................. 43
iv
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Figures
Figure 1. Front View...............................................................................................................................7
Figure 2. Back View ...............................................................................................................................8
Figure 3. Bottom View............................................................................................................................8
Figure 4. Main Status Lights...................................................................................................................9
Figure 5. Keyboard Status Lights............................................................................................................9
Figure 11. Pressing the System-Off Switch ..........................................................................................11
Figure 12. Removing the Battery..........................................................................................................36
Figure 13. Removing the Hard Disk Drive ...........................................................................................37
Figure 14. Removing the Hard Disk Tray.............................................................................................38
Figure 15. Removing an SDRAM Module ...........................................................................................40
Figure 16. Installing an SDRAM Module.............................................................................................40
Tables
Table 1. Battery Replacement Part Numbers ........................................................................................36
Table 2. Hard Disk Drive Replacement Part Numbers .........................................................................37
Table 3. SDRAM Module Replacement Part Numbers ........................................................................39
Table 7. Replacing Small Parts .............................................................................................................41
Table 8. Accessories..............................................................................................................................41
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Product Information
This section introduces the notebook and its components, and briefly describes its basic operation.
Notebook Features
75-watt AC Adapter Caution
Use only the HP AC adapter included with your notebook, or another approved HP adapter.
Using any other AC adapter can damage the adapter, and may void your warranty.
The pre-installed electronic online manual on your notebook may refer to the use of a 60-watt AC
adapter designed for an earlier released product. A 60-watt AC adapter SHOULD NOT be used
with this model.
Figure 1. Front View
1. One-Touch buttons (programmable).
2. Power button.
6. Left and right click buttons.
7. Speakers.
3. Touch pad on-off button.
4. Touch pad.
8. DVD or CD-RW/DVD drive (with eject button).
9. Keyboard status lights.
10. Latch.
5. Power, hard disk, and battery status
lights.
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Figure 2. Back View
11. Kensington lock slot (security connector).
12. AC adapter jack.
16. Parallel port (colored burgundy).
17. Modem port.
13. IEEE 1394 connector (selected models).
14. USB ports (2).
18. LAN port and indicators (selected models).
19. External microphone jack (colored pink) and
headphone jack (colored lime green).
15. External monitor (VGA) port (colored blue).
20. PC Card slot and eject button.
Figure 3. Bottom View
21. Battery.
24. RAM expansion cover.
25. System-off switch.
22. Hard disk drive.
23. Battery latch.
8
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Figure 4. Main Status Lights
1. Power mode (left status light).
• Steady blue: the notebook is on (even if the display is off).
• Flashing blue: the notebook is on standby.
• Off: the notebook is off or in hibernation.
2. Hard drive activity (center status light).
• Blue: the notebook is accessing the hard drive.
3. Battery charge (right status light).
• Green: the AC adapter is connected and the battery is fully charged.
• Amber: the AC adapter is connected and the battery is charging.
• Red: the AC adapter is connected and the battery has a fault.
• Off: the AC adapter is not connected or the battery is missing.
Figure 5. Keyboard Status Lights
1. Caps Lock. Caps Lock is active.
2. Num Lock. Num Lock is active. (The Keypad Lock must also be on to use the
embedded keypad.)
3. Pad Lock. Pad Lock is active.
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Operating the Notebook
Note
This manual describes the notebook in its original factory configuration, with all settings at their
default values.
Turning the Notebook On and Off
Power mode
To enter this mode
To turn on again
On
Press the power button.
Power mode status light is blue.
Standby
Saves significant power.
Turns off the display and other components.
Maintains the current session in RAM.
Restarts quickly.
Click Start, Turn Off Computer,
Stand By.
–or–
Press the power button.
–or–
Press the power button
to quickly resume your
session.
Restores network connections.
Power mode status light flashes blue.
Allow timeout.
Hibernation
Saves maximum power.
Saves the current session to disk, then turns off.
Restores network connections.
Power mode status light is off.
Click Start, Turn Off Computer,
then press and hold Shift and
click Hibernate.
–or–
Allow timeout.
Press the power button
to resume your session.
Turn off
Click Start, Turn Off Computer,
Turn Off.
–or–
Press the power button
to start with a new
session.
Saves maximum power.
Turns off without saving the current session.
At startup, resets everything, starts a new session, Press and hold the power
and restores network connections.
Power mode status light is off.
button for four seconds. (Do this
only if the Start menu procedure
doesn’t work.)
10
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Resetting the Notebook
If Windows or the notebook stops responding, and you cannot turn the notebook off, try the following
in the order listed. Press the power button to restart.
•
If possible, restart or turn off the notebook from within Windows: click Start, Turn Off Computer,
Restart (or Turn Off).
•
•
•
Press Ctrl+Alt+Del, then click Shut Down, Restart (or Turn Off).
Press and hold the power button for about four seconds.
If the notebook still does not turn off, use a straightened paper clip to press the system-off switch
on the bottom of the notebook, near the RAM access door.
Figure 6. Pressing the System-Off Switch
Changing the Boot Device
The notebook normally boots from its internal hard disk. You can also boot the notebook from a
floppy disk drive (optional accessory), the CD/DVD drive, or a local area network (LAN).
1. Restart the notebook: click Start, Turn Off Computer, Restart.
2. When the HP logo appears, press Esc to display the Boot menu.
3. Use the arrow keys to select the boot device, and press Enter.
If you want to boot from a specific device whenever it is present, change the boot order using the
BIOS configuration utility—see “Using the BIOS Configuration Utility” on page 30.
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Hardware Specifications
The specifications shown below are subject to change. For the latest specifications, see the HP
Notebook Web site (www.hp.com/notebooks).
Technology Code JB
Physical Attributes
14.1 in models: 320 x 265 x 34 mm; 6.2 lbs (2.8 kg) minimum.
15.0 in models: 330 x 269 x 35 mm; 6.6 lbs (3.0 kg) minimum.
CPU
AMD Athlon, up to 1.5 GHz.
Stepping A3 + VT8231.
Chip Set
RAM
133-MHz SDRAM (PC133).
Maximum memory upgrade to 1 GB by two 512-MB SODIMM (144-pin/3.3 V) modules
in two 1.25-in slots.
Mass Storage
Optical Drive
Display
9.5-mm, 2.5-in hard disk drive.
DVD-ROM, 12.7mm OR DVD/CD-RW, 12.7 mm.
14.1- or 15.0-in XGA (1024x768) TFT LCD.
Integrated AGP, 3D embedded in VIA ProSavage.
Video Chip
Keyboard and
Pointing Devices
87-key spill-resistant QWERTY keyboard with 101/102 key emulation.
Embedded numeric keypad.
12 function (Fn) keys.
Touch pad with integrated scroll pad, on-off button, and indicator.
Left and right click buttons.
Audio
Power
Two stereo speakers.
Color-coded jacks: headphone-out (lime green) and microphone-in (pink).
Low-battery warning.
Suspend/resume capability.
AC adapter (DC-in) jack.
Rechargeable lithium-ion battery (55 W).
Universal AC adapter: 100–240 Vac (50/60 Hz) input, 19 Vdc output,
75 W.
I/O Ports
25-pin bi-directional high-speed ECP/EPP parallel (burgundy).
15-pin external monitor (VGA) video out port (blue).
Two universal serial bus (USB) ports.
IEEE 1394 port (selected models).
Built-in RJ-11 modem, supporting Wake up on Ring# from D3 (hot) with AC-in.
Built-in RJ-45 LAN.
Expandability
Options
One Type II or Type III 16-/32-bit PCMCIA slot.
128/256/512-MB PC133 SODIMM: 3.3 V, 144-pin, SDRAM.
Environmental Limits
Operating temperature: 0 to 40 °C (32 to 104 °F).
Storage temperature: –20 to 65 °C (–4 to 149 °F).
Operating humidity: 20% (10% on some models) to 90% RH (0 to 40 °C).
Operating altitude: up to 3,000 m (10,000 ft) at 25 °C (77 °F).
Storage altitude: up to 12,000 m (40,000 ft).
12
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Troubleshooting and Diagnostics
This section contains solutions to several types of problems you may encounter when using the
notebook. Try the solutions one at a time, in the order in which they are presented.
You can also find technical tips and software updates for the notebook at the HP Business Support
Web site (www.hp.com/go/bizsupport).
Audio Problems
If no sound is audible
•
•
Press Fn+Page Up several times.
Click the speaker icon in the taskbar (if present), and make sure Mute is not checked and the
Volume slider is not set to the bottom.
•
Double-click the speaker icon in the taskbar and make sure the audio source is not muted. If the
source is not displayed, click Options, Properties, and select the source from the volume control
list.
If sound does not record
•
•
Make sure the microphone is securely connected to the microphone jack.
Check the software controls for recording sound: click Start, All Programs, Accessories,
Multimedia (or Entertainment), Sound Recorder.
•
•
Double-click the speaker symbol in the taskbar. Then click Options, Properties, and make sure the
microphone is enabled in the recording controls.
Test the audio with the e-DiagTools diagnostics— see “Using the e-DiagTools Diagnostic Tests”
on page 29.
If the PC Card detection beep(s) at startup are very loud and volume cannot be adjusted
•
Download the latest audio driver from the technical support area of the HP notebook Web site
(www.hp.com/notebooks).
If you hear a loud high-pitched whine (feedback) from the speakers
Double-click the speaker symbol in the taskbar, and try reducing the master volume.
•
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CD and DVD Problems
If you can’t boot from a CD in the DVD/CD-RW drive
•
•
Make sure the CD is bootable, such as the Recovery CDs.
Make sure the DVD/CD-RW drive is selected as the boot device—see “Changing the Boot
Device” on page 11.
•
•
Restart the notebook.
Test the DVD/CD-RW drive with the e-DiagTools diagnostics—see “Using the e-DiagTools
Diagnostic Tests” on page 29.
If a CD or DVD plays erratically
•
Dirt or smudges can cause a disk to skip. Clean the disk with a soft cloth. If the disk is badly
scratched, it will probably have to be replaced.
•
Some DVDs include software called “PC Friendly.” You generally should not install this
software, as it can cause errors or erratic play. If needed, uninstall it and restart your notebook.
If a DVD movie stops playing in the middle
•
•
You may have accidentally paused the DVD movie. Press the Play button to continue.
The DVD may be double-sided. Open the DVD tray and read the text near the center hole of the
disk. If it says Side A, flip the disk over, close the tray, and press the Play button to continue
playing the movie.
If you get a Region Code error when playing a DVD movie
•
DVDs can have regional codes embedded in the disk data. These codes prevent DVD movies
from being played outside the region of the world in which they are sold. If you get a Region
Code error, you are trying to play a DVD intended for a different region.
Important: most DVD drives let you change the region code only a limited number of times
(usually no more than four). When you reach this limit, your last change to the region code will be
hard-coded on the DVD drive, and will be permanent. Your HP warranty does not cover the
expense of correcting this situation.
Refer to the help for your DVD player software for details about setting region codes.
If the notebook cannot read a CD or DVD
•
Make sure the disk is properly inserted, and snapped down onto the spindle in the center of the
tray.
•
•
•
•
•
For a single-sided CD or DVD, make sure the disk is placed in the drive with the label facing up.
Clean the disk with a soft cloth.
Wait 5 to 10 seconds after closing the tray for the notebook to recognize the disk.
Remove the disk from the drive, then restart the notebook.
If you created the CD on a CD-RW drive module, try using a different media brand. For best
results use HP certified media. While other media may work, HP cannot guarantee compatibility.
14
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If a DVD movie doesn’t fill the screen
•
Each side of a double-sided DVD has a different format (standard or widescreen). In widescreen
format, black bands appear at the top and bottom of the screen. To view the standard format, flip
the disk over and play the other side.
If a DVD doesn’t play with two displays
•
If both displays are active, press Fn+F5 to switch to one display. You cannot switch displays once
the DVD player is started.
•
If you’re using both displays, the DVD image will not appear on any display set up as
“secondary.” Click Start, Control Panel, Appearance and Themes, Display. Click Advanced on
the Settings tab, then click the S3Display tab and change settings.
Display Problems
If the notebook is on, but the screen is blank
•
•
•
Move the mouse or tap the touch pad. This will wake the display if it is off.
Try pressing Fn+F2 to increase the display brightness.
Press Fn+F5 in case the internal display was disabled. (Do this three times to return to the state
you started from.)
•
If the notebook is cold, allow it to warm up.
If the screen is difficult to read
•
Try setting the display resolution to its default of 1024×768: click Start, Control Panel,
Appearance and Themes, Display, Settings.
•
Try adjusting the size of the desktop icons and labels.
If part of the Windows desktop is not visible and you have to scroll down to see the
taskbar, or if the desktop does not fill the entire display and has a black border
•
Your display resolution may be set incorrectly. Adjust the resolution as needed.
If an external display does not work
•
•
Check the connections.
Press Fn+F5 in case the external monitor was disabled. (Do this three times to return to the state
you started from.)
•
Test the display with the e-DiagTools diagnostics—see “Using the e-DiagTools Diagnostic Tests”
on page 29.
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If one or more display pixels look bad
TFT display manufacturing is a highly precise but imperfect technology, and manufacturers cannot
produce displays that are cosmetically perfect. Most, if not all, TFT displays exhibit some level of
cosmetic imperfection. These cosmetic imperfections may be visible under varying display conditions,
and can appear as bright, dim, or dark spots. This issue is common across all vendors supplying TFT
displays in their products and is not specific to the HP notebook display.
HP notebook TFT displays meet or exceed all HP standards for cosmetic quality of TFT displays. HP
does not warrant that the displays will be free of cosmetic imperfections. TFT displays can have a
small number of cosmetic imperfections and still conform to HP’s cosmetic quality specifications,
including the following:
•
•
•
•
No more than 6 pixels remain on (always one color, such as white, red, green, or blue dots).
No more than 6 pixels remain off (always dark).
No more than a total of 8 pixels stuck on or off.
No other stuck pixel within 15 mm of a stuck pixel.
Contact HP Customer Care if you have a display quality problem and require a more comprehensive
explanation of HP display quality. We expect that over time the industry will continue to produce
displays with fewer inherent cosmetic imperfections, and we will adjust our HP guidelines as these
improvements are implemented.
Floppy Disk Drive Problems
If a floppy drive connected to the USB port doesn’t work
•
•
Make sure the drive is securely connected to the notebook.
Restart the notebook: click Start, Turn Off Computer, Restart.
Hard Disk Drive Problems
If the notebook’s hard drive doesn’t spin
•
Make sure the notebook has power. If necessary, connect the AC adapter, and make sure it is fully
plugged into a power source and into the back of the notebook.
If the hard disk makes a buzzing or whining noise
•
•
Back up the drive immediately.
See whether the noise is coming from elsewhere, such as the fan or floppy disk drive.
If files are corrupted
•
Check the hard disk: open My Computer, select the disk you want to scan, click File, Properties,
and use the Tools tab.
•
•
Run the Norton AntiVirus program.
Test the hard disk drive with the e-DiagTools diagnostics—see “Using the e-DiagTools
Diagnostic Tests” on page 29.
•
If necessary, format the hard disk and reinstall the original factory software—see “Recovering the
Factory Software Installation” on page 33.
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If the hard drive’s reported capacity is less than its actual size
•
The hard disk drive is preconfigured to allocate some space to diagnostic software, which is used
for support and service of your notebook. This part of the hard drive is unavailable for other uses,
and so is not included in the capacity of the hard drive as reported by Windows (My Computer,
Properties).
Heat Problems
Keep in mind that your notebook normally gets warm during routine operation. Charging the battery
and running games and other programs that drive CPU usage toward 100% can further increase the
notebook’s temperature.
If the notebook gets warmer than usual
•
Always set the notebook on a firm, flat surface, so that air can flow freely around and underneath
it. Do not place an operating notebook on carpeting, clothing, or other soft surface, as this can
block the fan’s air intake on the bottom of the notebook.
•
•
•
Provide adequate ventilation around the notebook. Make sure there is adequate clearance at the
back of the notebook, so that its fan vent is not blocked.
Always turn off the notebook or put it into hibernation before placing it in a carrying case or other
enclosed space.
Make sure the fan is working properly. If needed, test the fan’s operation—see “Using the
e-DiagTools Diagnostic Tests” on page 29.
Keyboard, Touch Pad, and Mouse Problems
If the touch pad is difficult to control
•
Customize the touch pad by modifying Mouse properties: click Start, Control Panel, Printers and
Other Hardware, Mouse.
If the pointing devices don’t work
•
Don’t use the touch pad while the notebook is starting up or resuming from standby or
hibernation. If this happens, try the following:
•
•
Press any key on the keyboard.
Put the notebook on standby, then resume operation.
•
•
Restart the notebook: click Start, Turn Off Computer, Restart.
Test the keyboard and pointing devices with the e-DiagTools diagnostics—see “Using the
e-DiagTools Diagnostic Tests” on page 29.
If the embedded numeric keypad doesn’t work
•
•
To type numbers, make sure Num Lock is on.
Make sure the embedded Keypad Lock (Fn+F8) is on—or that you press and hold the Fn key to
temporarily access the embedded keypad.
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If a special feature on a USB mouse doesn’t work
•
•
Make sure you installed any drivers included with the mouse.
Restart the notebook, so that it will detect the mouse.
LAN Problems
If the built-in network adapter doesn’t connect to the LAN
•
•
Check all cables and connections. Try connecting at a different network station, if available.
If the green light next to the LAN port does not light, the LAN cable may not be connected to the
network or the network may be down. Try connecting a different notebook to the cable.
•
•
Click Start, Control Panel, Network and Internet Connections, Network Connections. Make sure
you have the correct clients and protocols installed.
Make sure the LAN cable is Category 3, 4, or 5 for 10Base-T operation, or Category 5 for
100Base-TX operation. Maximum cable length is 100 meters (330 feet).
•
•
Use the networking problems troubleshooter in Windows Help and Support.
Click Start, Control Panel, Performance and Maintenance, System. On the Hardware tab, open the
Device Manager. If the network interface is disabled, try to enable it. If it has a conflict, try
disabling another device.
If you can’t browse My Network Places
•
•
Click Start, Search to look for a computer.
Check with your network administrator to make sure NetBEUI protocol is supported on the
network.
If you can’t log in to Netware servers
•
If a Netware server is using IPX/SPX protocol, you may need to force your frame type to match
the server’s frame type. Check with your network administrator.
If the notebook stops responding after booting
•
Check whether you have a TCP/IP network with no DHCP server. This can cause a long delay at
startup because DHCP is enabled. Contact your network administrator to determine the proper
TCP/IP configuration.
If file transfers are unusually slow or produce timeout errors
•
Connect the AC adapter.
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Memory Problems
If a message says you are out of memory
•
•
•
Make sure drive C is not running low on free space.
Use the memory troubleshooter in Windows Help and Support.
If you are having memory problems while running MS-DOS programs, use the application and
software problems troubleshooter in Windows Help and Support.
•
•
Not all third-party memory cards have been tested for use with the notebook. Check the HP
Test your notebook’s memory with the e-DiagTools diagnostics—see “Using the e-DiagTools
Diagnostic Tests” on page 29.
If memory doesn’t increase after adding RAM
•
•
Make sure all RAM modules are installed properly.
Test your notebook’s memory with the e-DiagTools diagnostics—see “Using the e-DiagTools
Diagnostic Tests” on page 29.
If the notebook will not boot up after adding RAM
•
Make sure your notebook is using only PC133 SDRAM modules, or it will not boot up. (You will
also see an error message.)
Modem Problems
If the modem seems slow
•
Check for excess static or noise on the line, which reduces the overall transmission speed. If
necessary, contact your telephone company about fixing this type of problem.
•
•
If you’re dialing internationally, line noise is often difficult or impossible to eliminate.
If you have call-waiting, disable it—see Windows Help and Support, and contact your telephone
company for information.
•
•
Eliminate extra connections in the line. If possible, connect directly to the wall jack.
Try another telephone line, preferably one normally used for a fax machine or modem.
If the modem doesn’t dial or no dial tone is detected
•
•
•
•
•
Check all cables and connections.
Connect a standard telephone to the phone line and make sure the line is working.
Make sure someone else isn’t using the same phone line.
Try another telephone line, preferably one normally used for a fax machine or modem.
If you’re in a foreign country/region, the dial tone may not be recognized by the modem. Click
Start, Control Panel, Printers and Other Hardware, Phone and Modem Options. Select your
modem on the Modems tab, then click Properties, Modem, and disable the option that waits for a
dial tone.
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•
Many countries impose a blackout period after a modem repeatedly fails to connect to a service
provider. The number of failed attempts and the period you must wait before trying again differ
from country/region to country/region: check with your telephone company.
For example, if you are dialing from Italy and fail to connect to your server or cancel the
connection, you must wait one minute before dialing that number again. If you dial before then,
you will get an error message that says “delay.” After the fourth failed connection, you must wait
one hour before trying the number again. If you dial before the hour is up, you will get a message
that says “black list.”
If the modem dials incorrectly
•
Check the telephone number you entered, including any digits required for outside access or long
distance.
•
In Control Panel, open Phone and Modem Options, and check the dialing options—look for
duplicate digits for outside access or long distance.
•
•
Make sure the number you’re calling isn’t busy.
If you have call-waiting, disable it—see Windows Help and Support, and contact your telephone
company for information.
If the modem dials but doesn’t connect
•
Make sure you’re using an analog telephone line. You must not use a digital line. In a hotel, ask
for a data line.
•
•
Try another telephone line, preferably one normally used for a fax machine or modem.
The modem at the other end may have a problem. Try dialing to a different modem.
If the modem will not connect at 56K speed
•
•
The host modem may not support a 56K (V.90) connection speed.
Connection speed depends on several factors, such as the condition of the telephone line. Try
connecting another time.
If the modem will not connect at any speed
•
•
•
Make sure you’re using an analog telephone line. You must not use a digital line. In a hotel, ask
for a data line.
Make sure the telephone line goes directly from the notebook’s modem phone jack to the
telephone jack on the wall.
If you have a single telephone line for voice and modem use, make sure no one else is using the
line and that the phone is not off the hook.
•
•
Try another telephone line, preferably one normally used for a fax machine or modem.
Contact your Internet Service Provider (ISP). It’s possible that service may be unavailable
temporarily or that your settings are incorrect.
•
•
Restart your notebook and attempt another connection.
Download the latest modem driver from the technical support area of the HP notebook Web site
(www.hp.com/notebooks).
•
Run the modem diagnostics:
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1. Click Start, Control Panel, Printers and Other Hardware, Phone and Modem Options.
2. Click the Modems tab, and select the modem you want to test.
3. Click Properties, Diagnostics, Query Modem.
If the modem isn’t detected
•
•
Check the modem setup. In Control Panel, open Phone and Modem Options.
Click Start, Control Panel, Performance and Maintenance, System. On the Hardware tab, open the
Device Manager. If the modem is disabled, try to enable it. If it has a conflict, try disabling
another device.
•
If you’re running fax software using fax Class 2, try using Class 1.
If the modem dials but you can’t hear it
•
•
Check the speaker volume setting and mute setting.
In Control Panel, open Phone and Modem Options. Select the modem and click Properties, then
check the volume setting on the Modem tab.
If the modem connects, but transferred data is bad
•
In Control Panel, open Phone and Modem Options. Make sure the hardware settings match on the
sending and receiving modems.
If the modem causes an ERROR message
•
A string of AT commands may contain an incorrect command. If you entered commands as extra
settings for the modem in Control Panel or in your communications software, check the
commands.
If the modem doesn’t fax
•
•
•
•
If you’re using fax Class 2 in the fax software, try using Class 1.
Close any other communications programs.
If you’re faxing by printing from an application, make sure you’ve selected the fax printer.
Try turning off power management features temporarily.
If the modem clicks repeatedly but doesn’t connect
•
Make sure you’re using an analog telephone line. You must not use a digital line. In a hotel, ask
for a data line.
•
Check all cables and connections.
One-Touch Button Problems
If One-Touch buttons are not working properly
•
Make sure the items associated with the buttons are the ones you want.
If the onscreen display does not appear when pressing a One-Touch button
Make sure the Onscreen Display is enabled.
•
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Parallel and USB Problems
If a USB mouse doesn’t work
•
Make sure you followed the manufacturer’s installation instructions completely and have installed
the mouse properly. If not, repeat the procedure.
•
•
•
•
•
Make sure the mouse is securely connected to the USB port.
Put the notebook on standby, then resume.
Restart the notebook.
Check the mouse settings in Control Panel.
Check the port settings in Control Panel: click Start, Control Panel, Performance and
Maintenance, System. On the Hardware tab, open the Device Manager, and double-click
Universal Serial Bus Controllers.
If a USB modem doesn’t work properly
•
•
•
•
•
See “Modem Problems” on page 21.
Make sure the modem is securely connected to the USB port.
Use the modem troubleshooter (under Networking problems) in Windows Help and Support.
Check the modem settings in Control Panel.
Disable the internal modem:
1. Click Start, Control Panel, Performance and Maintenance, System. On the Hardware tab,
open the Device Manager.
2. Double-click Modem to list the current modem devices.
3. Double-click the internal modem, then select the option to disable the modem.
•
Check the port settings in Control Panel: click Start, Control Panel, Performance and
Maintenance, System. On the hardware tab, open the Device Manager, then double-click
Universal Serial Bus controllers.
If the parallel port is not working
•
•
Make sure the port connection is secure.
Check the port settings in Control Panel: click Start, Control Panel, Performance and
Maintenance, System. On the Hardware tab, open the Device Manager, and double-click Ports
(COM & LPT).
•
Test the port with the e-DiagTools diagnostics—see “Using the e-DiagTools Diagnostic Tests” on
page 29.
If the USB port is not working
•
Contact the vendor of the peripheral device and check the HP Notebook Web site
•
Check the port settings in Control Panel: click Start, Control Panel, Performance and
Maintenance, System. On the Hardware tab, open the Device Manager, and double-click
Universal Serial Bus controllers.
•
Test the USB port with the e-DiagTools diagnostics— see “Using the e-DiagTools Diagnostic
Tests” on page 29.
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PC Card (PCMCIA) Problems
If the notebook doesn’t recognize a PC Card
•
•
•
•
Make sure the card is fully inserted in the bottom slot.
Remove and reinsert the PC Card.
Restart the notebook.
If the card requires an IRQ, make sure one is available. If necessary, set the IRQ to an unused
value: click Start, Control Panel, Performance and Maintenance, System. On the Hardware tab,
open the Device Manager, then view resources by type.
•
•
installing certain PC Cards.
Make sure your notebook supports the problem PC Card: check the HP Notebook Web site
•
•
Try the card in another computer to see whether the card functions properly.
Test the PC Card with the e-DiagTools diagnostics— see “Using the e-DiagTools Diagnostic
Tests” on page 29.
If an I/O card stops communicating properly
•
The card may have been reset if your notebook went on standby or into hibernation, or turned off.
Exit any applications, then remove and reinsert the card.
If a PC Card modem is not working
•
Disable the internal modem:
1. Click Start, Control Panel, Performance and Maintenance, System. On the Hardware tab,
open the Device Manager.
2. Double-click Modem to list the current modem devices.
3. Double-click the internal modem, then select the option to disable the modem.
If file transfers through the PC Card are unusually slow or produce timeout errors
Connect the AC adapter.
•
Performance Problems
For best performance with Windows XP, your notebook should have at least 128 MB of memory
(RAM).
If the notebook pauses or runs sluggishly
•
Certain background operations (such as a virus-scanning program) can affect performance and
response time.
•
•
Press Ctrl+Alt+Del to see if an application is not responding.
Restart the notebook.
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•
•
Some file browsers respond slowly while processing graphics or waiting for broken network
connections to time out.
If the notebook’s hard disk drive runs frequently (as indicated by the hard drive light on the front
of the notebook) while the notebook appears to be paused or running slowly, Windows is likely
spending excess time writing to its swap file on the notebook’s hard disk. If this occurs
frequently, consider installing additional memory.
•
Check the amount of available free disk space. Delete temporary and unneeded files.
If the notebook stops responding
•
•
Press Ctrl+Alt+Del to end the application that is not responding.
Reset the notebook—see “Resetting the Notebook” on page 11.
Power and Battery Problems
If the notebook turns off immediately after it turns on
•
Battery power is probably extremely low. Plug in the AC adapter or insert a charged battery.
If the notebook keeps beeping
•
The notebook beeps repeatedly when battery power is low (you can set this option in Power
Options in Control Panel). Save your work, turn off the notebook immediately, and insert a
charged battery or plug in the AC adapter.
If the battery doesn’t charge
•
Make sure the AC adapter is fully plugged into the power source and the notebook, and that the
light on the adapter is on.
•
If you’re using a power strip, remove the AC adapter from the power strip and plug it directly into
a wall outlet.
•
•
Make sure the battery is fully installed and locked in place.
Move the notebook away from any nearby heat source. Unplug the AC adapter and allow the
battery to cool down. If the battery gets too hot, it will not charge properly.
•
If available, try another battery and AC adapter.
If the notebook has a short operating time
•
•
Try conserving power using any of the suggestions listed in the online Reference Guide.
If you are running an application that has an automatic save feature (such as MS Word), disable
this feature or increase the specified save time to reduce hard disk access.
•
If the operating time has gradually become shorter and the battery is more than a year or two old,
you may need to replace the battery.
•
•
•
Heavy modem use can affect battery operating time.
PC Card use can affect battery operating time.
The battery gauge may need to be calibrated. Restart the notebook, press F6 when the HP logo
appears, and follow the instructions that appear onscreen. This process calibrates the battery, and
requires four to five hours to complete. You cannot use the notebook during this time.
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If the Time Remaining for the battery seems incorrect
•
The Time Remaining is an estimate based on the rate at which the notebook is using power at that
instant. So, if you check the Time Remaining while the notebook is using a good deal of power
(such as when reading from a CD or DVD), the value will likely show less time remaining than
you really have, since you will probably later switch to tasks that require less power.
If the notebook doesn’t go on standby as expected
•
•
•
If you have a connection to another computer, the notebook won’t go on standby if the connection
is active.
If the notebook is performing an operation, it normally waits for the operation to finish before
going on standby.
Use the BIOS configuration utility to make sure I/O Performance is set to Max Battery Life—see
“Using the BIOS Configuration Utility” on page 30.
If the notebook doesn’t automatically hibernate as expected
•
Make sure hibernate support is enabled: click Start, Control Panel, Performance and Maintenance,
Power Options, then click the Hibernate tab.
Also, check the Power Schemes tab. Make sure the hibernation timeouts for AC power and
battery power are not set to Never.
•
Use the BIOS configuration utility to make sure I/O Performance is set to Max Battery Life—see
“Using the BIOS Configuration Utility” on page 30.
Printing Problems
Hint
You can solve most printing problems using the printing troubleshooter in Windows Help and
Support.
If a printer doesn’t print
•
•
Make sure the printer is on and has paper in it.
Make sure you are using the correct printer cable or cable adapter, and that the cable is secure at
both ends.
•
Check for printer errors.
If the left edge of the printed output is missing
•
Certain applications may not work properly with 600-dpi printers. If you’re using such a printer,
try selecting a compatible printer driver for a 300-dpi printer. For example, if you were using a
600-dpi HP LaserJet printer, you might try using the HP LaserJet IIIsi driver (300 dpi).
Startup Problems
If the notebook doesn’t respond when you turn it on
•
•
Connect the AC adapter.
Reset the notebook by using a pen or straightened paper clip to press the reset switch on the
bottom of the notebook. Then press the power button to turn the notebook on.
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•
•
Don’t use the touch pad while the notebook is starting up or resuming from standby or
hibernation.
If the notebook still doesn’t respond, remove the battery and AC adapter, and remove any PC
Card. Then reset the notebook using the reset switch on the bottom of the notebook, replace the
battery and plug in the AC adapter, and turn on the notebook by pressing the power button.
•
If the notebook still doesn’t respond, call HP for assistance.
If the notebook won’t boot from battery power
•
Make sure the battery is properly inserted and fully charged. Check the battery’s charge by
clicking the power icon in the taskbar, or using Power Options in Control Panel.
•
If available, try another battery.
If the notebook won’t boot from the floppy disk drive
•
•
•
Make sure the optional USB floppy disk drive is connected correctly.
Make sure the floppy disk is bootable.
Make sure the floppy disk drive is selected as the boot device—see “Changing the Boot Device”
on page 11.
Standby and Resume Problems
If the notebook takes a long time to resume after being on standby
•
The notebook can take a minute or longer to resume if a network card is installed. A blinking
cursor appears on the display while the system is loading and checking hardware and network
connections. As soon as the hardware is reinitialized, the Windows desktop appears.
If you have general problems resuming from standby or hibernation
•
•
Close all applications before going on standby or into hibernation.
If the problems appeared after you installed new software (including drivers, such as printer
drivers), uninstall the software. Contact the software application or device vendor for additional
support.
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Using the e-DiagTools Diagnostic Tests
The e-DiagTools hardware diagnostic program included with your notebook provides two levels of
testing: automated testing using its basic hardware test, and advanced testing using individual
hardware tests.
The tests are designed to run after the system reboots. This ensures that the notebook will be in a
predictable state, so the diagnostic program can properly test the hardware components. The tests are
non-destructive and are intended to preserve the state of the notebook. The notebook reboots when
you exit the program so drivers can be loaded.
Running basic tests and documenting the results
1. In Windows, click Start, All Programs, Hewlett-Packard, Notebook, HP e–DiagTools, e–
DiagTools for Windows.
2. Click Support Ticket, and then click Update. e–DiagTools creates a new support ticket.
3. When e–DiagTools displays a dialog box about restarting the notebook, close all files and
applications before clicking Yes.
Viewing the support ticket
1. In Windows, click Start, All Programs, Hewlett-Packard, Notebook, HP e–DiagTools, e–
DiagTools for Windows.
2. Click View to display the Support Ticket.
3. To add information about your problem, click Comments and type the information, then click OK.
To save or print the Support Ticket, click Save As or Print.
To e-mail the Support Ticket to your support agent, click e Mail. The first time you make an e-
mail connection from this program, click Change Settings in the Connect window and enter the
settings recommended by your support agent.
Running advanced tests on specific hardware
1. Restart the notebook: click Start, Turn Off Computer, Restart.
2. When the HP logo appears, press F10 to start the diagnostic test.
3. When the menu appears, press F2 to run e–DiagTools.
The first time you run the program, you are prompted to select the language for the program.
4. When the Configuration Description appears, verify the list of detected hardware.
5. Run the basic test. Press F2 to start the basic hardware test. The results appear when the test is
complete.
6. Press F2 to open the advanced test screen.
7. Use the arrow keys and ENTER to select the tests that you want to run. Tests are listed only for
detected hardware.
8. Press F2 to run the selected tests and add the results to the Support Ticket.
9. Press F12 to run the selected tests in a loop until you press ESC. When running advanced tests in
a loop, ESC does not stop all tests immediately.
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10. After each run, press F2 to go back to the advanced tests screen, press F4 to view the support
ticket, or press F3 to exit.
e–DiagTools for Windows can update the version of e–DiagTools on your notebook’s hard disk. In e–
DiagTools for Windows, use the e–DiagTools menu.
If you have trouble running e–DiagTools from the hard disk, you can also run it from the Recovery
CD or DVD. Boot from disk 1 and select the diagnostics option.
Using the BIOS Configuration Utility
The BIOS (Basic Input and Output System) configuration utility enables you to change the notebook’s
system configuration, and to tailor the operation of your notebook to your individual work needs.
1. Restart the notebook: click Start, Turn Off Computer, Restart.
2. When the HP logo appears, press F2 to enter the BIOS configuration utility.
3. The pointing devices are not active in the BIOS configuration utility, so you will need to use the
keyboard to navigate:
•
•
•
•
•
•
Press the left and right arrow keys to move among menus.
Press the up and down arrow keys to move among parameters in a menu.
Press Enter to open the dialog for the current parameter, or to select the parameter.
Press Tab or the left and right arrow keys to move among selections in a dialog.
Press the up and down arrow keys to move through values for the setting.
Press Enter to close the dialog and accept the settings.
4. When you finish making changes, press F10 (or select Exit, Save and Reboot).
5. Press Enter to confirm and restart the notebook.
The following tables describe the settings for the notebook’s initial BIOS release. If your notebook’s
BIOS version is different, some settings may differ from those shown, or may be absent.
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Startup Menu
Setting
Description
Default
Date and Time
Sets the date using mm/dd/yyyy format and the time using 24-
hour format. Value set takes effect immediately.
Boot Device
Shows the order of boot devices, with “+” indicating a device
1. Hard Disk
category. Move the entries to change the order. If the notebook 2. CD-ROM/
has more than one device in a category, you can select the
one scanned. Internal LAN appears in the list only if a built-in
LAN is present—it provides diskless boot from a network
server.
DVD
3. Diskette A
4. Internal LAN
I/O Performance
(models with technology
code GE only)
Enables (Max Battery Life) and disables (Max I/O
Performance) battery-saving features to provide for improved
I/O transfers.
Max Battery Life
Exit Menu
Setting
Description
Save and Reboot
Exit (No Save)
Saves changes, then exits and reboots.
Discards any changes made since last save, then exits and
reboots. Does not affect date or time changes.
Default Settings
Restores default settings and stays in the BIOS configuration
utility. Does not affect date or time changes.
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Reinstalling and Updating Software
You can use the Recovery CDs provided with your notebook to recover its original factory software.
The Recovery CDs also provide Windows drivers specific to your notebook that you can use to
configure a custom system. You can find drivers in these locations:
•
•
•
On your notebook’s hard drive under C:\hp\drivers.
On the Recovery CDs under \hp\drivers.
latest updates of software drivers for different operating systems.
Recovering the Factory Software Installation
You can use the Recovery CDs to reinstall the original factory software on your notebook’s hard disk.
You can also use the same process to create a larger Utility partition on your hard disk, or to create a
Utility partition on a new hard disk. The hidden Utility partition contains the e-DiagTools diagnostic
tests and stores hibernation data for operating systems that don’t provide hibernation.
CAUTION
This procedure formats the notebook’s hard disk drive and erases all data on the disk. After the
hard disk is formatted, you’ll need to reinstall your applications.
Do not interrupt the following process or unplug the AC adapter until the process is complete.
1. Important: If possible, back up all data from the notebook’s hard disk. The following steps delete
all data from the disk.
2. Connect the AC adapter to the notebook.
3. Insert the Recovery CD (disk 1) into the notebook’s CD/DVD drive. If the notebook is turned off,
use a pin or straightened paper clip to press the release switch on the drive door to open it.
4. Turn on or restart the notebook. If the notebook is on, click Start, Turn Off Computer, Restart.
5. When the HP logo appears, press Esc to display the Boot menu.
6. Use the arrow keys to select the CD-ROM/DVD drive as the boot device, and press Enter.
7. When the Recovery CD dialog box appears, follow the displayed instructions. If prompted, accept
the recommended partition size. If you install the factory software, the recovery process can take
up to 15 minutes.
If you want to create the Utility partition without installing the factory software, click Advanced
and select not to install the operating system.
If your hard disk is partitioned into several drives, you can install the factory software on drive C
without affecting other drives. Click Advanced and select to restore only the C partition.
8. Important: When prompted to reboot the notebook, press Ctrl+Alt+Del and follow any
instructions that appear.
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Updating the Notebook BIOS
Hewlett-Packard may provide updates to the notebook’s BIOS to enhance its capabilities. You can use
e-DiagTools for Windows to download and install BIOS updates in your notebook.
Caution
Because a BIOS update replaces the previous version, you must follow these instructions exactly,
or you risk damaging your notebook. The BIOS update process resets the settings in the BIOS
configuration utility.
1. In Windows, exit any programs that are running.
2. Remove any PC Card.
3. Connect the AC adapter.
4. Connect any cables or equipment needed to connect to the Internet.
5. Click Start, All Programs, Hewlett-Packard, Notebook, HP e-DiagTools, e-DiagTools for
Windows.
6. Click Update, select Download New and click OK. Follow the instructions that appear. Once the
update process begins, do not interrupt it.
The first time you make an Internet connection from this program, click Change Settings in the
Connect window to define your connection settings.
7. When the process is completed, reset the notebook —see “Resetting the Notebook” on page 11).
BIOS updates are also available from the HP Business Support Web site
Updating the Windows Drivers
From time to time, HP releases updated versions of the drivers for your notebook. These updates are
intended to fix any problems that could be encountered in the drivers, and to keep your notebook
running smoothly. In addition, HP normally provides drivers for other versions of Microsoft
Windows, in case you decide to install a different version of Windows.
•
Download the latest drivers for your notebook from the HP Business Support Web site
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Removing and Replacing Parts
This chapter shows how to remove and replace notebook components.
Caution
Always provide proper grounding when performing repairs. Without proper
grounding, an electrostatic discharge can damage the notebook and its
components.
Notes
To reassemble a component, perform the removal procedure in reverse order. Any special notes
required for reassembly are included at the end of each section.
Symbols like this are used throughout this chapter to show approximate full-size screw
outlines. Use these to verify the sizes of screws before you install them. Installing a wrong-size
screw can damage the notebook. (The symbol shown represents an M2.5×5mm T-head screw.)
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Removing the Battery
Table 1. Battery Replacement Part Numbers
Description
Part Number
Exchange Part Number
Battery, LiIon 8-Cell
F5398-60911
Required Equipment
•
None.
Removal Procedure
•
Slide the battery’s release latch, then pull the battery out of its compartment.
Figure 7. Removing the Battery
Reassembly Notes
Insert the battery into the battery compartment, then press it in until it clicks into place.
•
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Removing the Hard Disk Drive
Table 2. Hard Disk Drive Replacement Part Numbers
Description
Part Number
0950-4318
0950-4287
0950-4319
Exchange Part Number
F3257-69501
HDD-20GB 9.5mm, IBM ATA100 FDB
HDD-20GM 9.5mm, TOSH ATA100 FDB
HDD-30.0GB 9.5mm, IBM ATA100 FDB (Cascade)
F3476-69002
F3414-69500
HDD-30BG 9.5mm, TITAN Toshiba ATA100 (TITAN) 0950-4360
Tray Assy, HDD
F3414-69501
F5398-60914
Required Equipment
•
#0 Phillips screwdriver.
Removal Procedure
1. Unplug the AC adapter (if present), and remove the notebook’s battery.
2. Remove both hard drive retaining screws from the bottom of the notebook.
Screws,
M2.5×4mm
Figure 8. Removing the Hard Disk Drive
3. Carefully remove the hard drive from of the notebook.
4. Remove all four screws from the tray and drive case, then remove the drive from the tray.
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Screws,
M2.5x4mm (2)
Screws,
M2.5x4mm (2)
Figure 9. Removing the Hard Disk Tray
Reassembly Notes
•
Insert the connector end of the drive through the opening in the carrier, then lower the drive into
place.
•
Carefully slide the new drive into the hard drive compartment. Press firmly to make sure its
connector seats properly.
Important
If you are installing a new hard disk drive, install the factory software and operating system on the
drive before loading any additional software—see “Recovering the Factory Software Installation”
on page 33.
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Removing an SDRAM Module
The notebook has no SDRAM built into its motherboard, but has two slots for removable SDRAM
modules in a compartment on the bottom of the unit. (One of these slots contains a module installed at
the factory). You can use these slots to expand your unit’s RAM. Use HP PC133 SDRAM modules
only, or your notebook will not boot up.
Table 3. SDRAM Module Replacement Part Numbers
Description
Part Number
Exchange Part Number
Module, SDRAM, 128 MB, PC133 SODIMM (X16) 1818-8504
Module, SDRAM, 256 MB, PC133 SODIMM (X16) 1818-8635
Module, SDRAM, 256 MB, PC133 SODIMM (X8)
1818-8604
F2298-69001
Caution
Provide proper grounding and handle the SDRAM module only by its edges, or you could
damage the module through electrostatic discharge.
Required Equipment
•
#0 Phillips screwdriver.
Removal Procedure
1. Turn off the notebook: click Start, Turn Off Computer, Turn Off.
2. Important: Unplug the AC adapter (if present) and remove the notebook’s battery.
3. On the bottom of the notebook, loosen the screw holding the RAM cover (the cover retains the
screw), and remove the cover.
4. Release the two latches at the sides of the SDRAM module by pushing them gently outward
(away from the sides of the module). When you release the latches, the free edge of the module
pops up.
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Figure 10. Removing an SDRAM Module
Reassembly Notes
•
Carefully press the SDRAM module into the connector at an angle of about 30°, until it is fully
inserted. Then press down on both sides of the module until the latches snap closed.
Figure 11. Installing an SDRAM Module
38
Removing and Replacing Parts
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Replacing Small Parts and Accessories
The following small parts are user-replaceable.
Table 4. Replacing Small Parts
Part
Part Numbers
Replacement Procedure
Cover, SDRAM
F5398-60912
On the bottom of the notebook, loosen the screw holding the RAM
cover (the cover retains the screw), and remove the cover.
Feet, rubber
F3410-60915 (kit)
Insert a small flat-blade screwdriver under the foot and pry it loose.
To replace, firmly press the adhesive side of the foot into the
recess.
Table 5. Accessories
Part
Technology code JB:
Part Numbers
AC adapter, Ultraslim (75 W, 19 V output)
F4814A
Power cord, replacement (US #ABA, 2w)
8120-6313
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Reference Information
This section includes information on HP’s password removal policy, and on notebook display quality.
Password Removal Policy
If the user forgets the system password, the user calls HP Customer Care to determine the proper
password removal procedure. The user must provide proof of ownership, and the notebook must be
operated during the procedure.
The password removal procedure is protected as HP Company Private information. There are a
restricted number of locations that can perform password removal. The procedure may not be
disclosed or distributed outside those locations.
Password removal is strictly controlled. Hewlett-Packard and authorized support providers must
ensure with written evidence that the notebook being “cleansed” is actually in the possession of the
notebook’s actual and current owner. This requires a sales receipt showing the notebook serial number
and owner’s name, or a written statement from the owner attesting that he or she is the owner of the
notebook. The statement can be a fax copy of the document. The fact that the notebook is in the hands
of an HP representative on behalf of the customer is not evidence of ownership. In addition, HP will
not remove the password of a notebook for any non-owner, even if it is requested by law enforcement
agencies. If you receive such a request, you should notify management and HP Corporate Legal
immediately. (These requests may require a court order prior to our participation.)
Further, the entity removing the password must log the name, serial number, and date of the removal,
and file the written backup with the log. The log and backup are subject to standard record retention
process and review.
The final issue relating to removal of passwords is that HP cannot provide information to users that
would assist them in improperly removing a password and opening a notebook.
Hewlett-Packard Display Quality Statement
TFT display manufacturing is a highly precise but imperfect technology, and manufacturers cannot
produce large displays that are cosmetically perfect. Most, if not all, TFT displays exhibit some level
of cosmetic imperfection. These cosmetic imperfections may be visible to the customer under varying
display conditions, and can appear as bright, dim, or dark spots. This issue is common across all
vendors supplying TFT displays in their products and is not specific to the HP notebook display.
HP notebook TFT displays meet or exceed all HP standards for cosmetic quality of TFT displays. HP
does not warrant that the displays will be free of cosmetic imperfections. TFT displays can have a
small number of cosmetic imperfections and still conform to HP’s cosmetic quality specifications.
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Here are some guidelines for determining what action to take on customers’ complaints of cosmetic
imperfections in their TFT displays:
1. View the notebook under the customer’s normal operating conditions.
This means that if the customer uses the notebook predominately in DOS, in Windows, or in some
other application or combination of applications, you should make the determination under those
same applications. Self test is not a normal operating condition and is not a sufficient tool for
interpreting display quality.
2. Use the table below to determine whether the display should be considered for replacement. These
are the only conditions in this guideline that may call for a replacement due to a defect in material
or workmanship based on the HP Limited Warranty Statement.
3. If a display is considered for replacement, make sure the customer understands that cosmetic
variations may also exist on the replacement display, and may require the customer to use a work-
around to obscure the cosmetic imperfection.
4. Displays with cosmetic imperfections that do not conform to the above conditions and tests will
not normally be considered for display replacement. The HP-responsible person working with the
customer should identify work-arounds that are reasonable and appropriate for that customer.
Customers who require a more perfect display solution should consider switching to a notebook
with a DSTN display.
We expect that over time the industry will continue to produce displays with fewer inherent cosmetic
imperfections, and we will adjust our HP guidelines as these improvements are implemented.
Type of Imperfection
Electrical Imperfections:
Bright dots (a)
Imperfections Not Allowed
•
•
•
•
•
7 or more single bright dots.
7 or more single dark dots.
Dark dots (a)
9 or more total (bright and dark combined) defective dots.
Any occurrence of multiple defective dots within 15 mm.
Mechanical Imperfections:
Discoloration
Polarizer bubbles, dents (b)
Any polarizer bubble, discoloration, or dent that is visible from at least
36 cm (14 in).
Definitions of imperfections:
a
A bright or dark dot is a subpixel (red, green, or blue dot) that is stuck on or off.
b
A polarizer dent or bubble is a light spot with a darker border that appears on a lighted display and does
not change size. In contrast, a polarizer scratch is a light line that is visible on a darker background and
does not change size.
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