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Table of Contents
1. Overview ............................................1
Intended Audience ................................................ 1 Symbols Used in This Manual ............................ 1
7. Passwords and User Names ..........16 8. Hard Drive Backup and Recovery ........................................17
Wiping Out the Hard Drive ................................. 17
2. Disassembly ......................................2
Tips .......................................................................... 2
10. CPU Replacement ..........................20 11. LCD Troubleshooting ....................22 12. Repair Hints ....................................24 13. Motherboard Replacement Issues .....................................................25
DMI Considerations ............................................. 25 DIP Switch Settings ............................................. 25
6. Modems .............................................14
Troubleshooting .................................................... 14
1. Features
Chapter 1 - Overview
Troubleshooting notebook computers can be a mysterious process. Unlike desktop computers, notebook computers present a challenge. Gaining access to the internal components can be quite difficult if one is not aware of hidden screws, clips and latches. In many instances, the computer is damaged when the unexpected snap is heard. Once access is gained into the inner works, the technician must also know which hardware components to remove and how to safely remove to either confirm or eliminate them as a cause of the defect.
Intended Audience
This training manual is intended for experienced computer repair technicians that repair Sony Windows 2000 and Windows XP notebook computers for authorized Sony service dealers. It covers areas such as: Recovering image, applications and drivers using Sony Recovery CD sets, and the limitations on what can and cannot be recovered with the CDs. Disassembly, reassembly and component removal issues. Troubleshooting, including how to differentiate between hardware, software and OS problems. Upgrade issues. Standards, such as the amount of defective pixels permitted on the LCD or acceptable HD noise levels. Also covered are issues such as when to and when not to wipe out the original HD image, hard drive backup issues and sending defective drives to third party HD recovery services.
1. Features
Chapter 2 - Disassembly
One of the most frustrating experiences a technician can experience is to not be able to disassemble a computer because of hidden screws, latches, hooks, etc. At times, this becomes apparent only after the unexpected snap of something breaking is heard. This is not due to poor design, but is a necessity due to the compact design and weight reduction characteristics of notebook computers. This chapter discusses some of the not so obvious methods Sony uses to hold things together and how to overcome them. It is beyond the scope of this manual to cover the actual disassembly of notebook computers ? our service manuals cover this very well.
TIPS
? ? ? Use the service manual. It is the most indispensable item when disassembling a computer. It shows where hidden screws, latches and locking devices are located and how to overcome them. All screws that must be removed when disassembling the computer or removing parts have either embossed, engraved or silk screened arrow marks pointing to the screws. Keyboard removal: On most Sony notebook computers, the keyboard is removed either by removing one screw from the bottom cover or by removing the speaker hood assembly (with one or two screws), and then removing just one additional internal screw. Some keyboards held by a bottom cover screw may also have well hidden spring-loaded tabs that must be pushed out of the way in order to remove the keyboard. Here too, the service manual is indispensable if you are not familiar with the particular model. ? ? Palm rest removal: The palm rest is secured by a number of screws from the bottom and top panels and by a few screws located below the keypad. All of these screws have arrows pointing to them. Touch pads: When removing palm rests on units that have touch pads attached to the palm rest, lift the palm rest slightly and disconnect the cable from the motherboard before fully removing the palm rest. All palm rests are connected to the main board with this ribbon cable. LCD panel removal: The two parts of the split LCD panel housing are usually held together by hidden hooks and screws. The only way to locate them or know where to push to release the hidden latches is with the service manual. Open the LCD panel flat like a book when disassembling a computer. The panel is a heavy item and if opened past 90 degrees. but not to the fully flat open position, the weight shift when parts are being removed will cause the computer to unexpectedly flip back and any loose components (screws, hard drives, etc.) will catapult out. Metallic EMI tape can be reused if it is removed slowly and gently. EMI tape is available from electronic supply distributors (MCM, etc.) Heat sink removal: Some heat sink heat transfer pads cannot be reused as they can become damaged when the heatsink is removed. Make sure to order replacement pads. They are listed in the service manuals.
? ?
MODEL F SERIES CPU RAM MEMORY ACCESS HARD DRIVE OPTICAL DRIVE MODEM CMOS BATTERY Replaceable Module Access from trap door on bottom cover Remove kb to access Remove kb to access Remove mb to access FX SERIES Replaceable IC Access from trap door on bottom cover Remove kb to access Remove kb to access Access from trap door on bottom cover FXA SERIES Replaceable IC Access from trap door on bottom cover Remove kb to access Remove kb to access Access from trap door on bottom cover Rechargeable button. Remove speaker hood assy for access. Soldered to MB Soldered to MB
Rechargeable. Coin lithium. Remove KB & palm Remove access door rest for access on bottom panel for access Soldered to MB Plug in. Access from trap door on bottom cover. NA Soldered to MB Soldered to MB
DC JACK ROM IC
VIDEO BOARD
NA
NA
MODEL GR SERIES CPU RAM MEMORY ACCESS HARD DRIVE OPTICAL DRIVE MODEM Replaceable IC Access from trap door R505 SERIES Soldered to mb - not replaceable Remove KB to access. One module is replaceable, other is soldered Remove palm rest NA Remove palm rest & kb to access Rechargeable. Remove palm rest to access Soldered to MB Soldered to MB Plug in. Replaceable Replaceable located on sub-board Soldered to MB NA Z505 SERIES Soldered to mb - not replaceable Remove palm rest to access. One module is replaceable, other is soldered Remove KB and palm rest. NA Soldered to mb - not replaceable Rechargeable. Remove KB and palm rest to access Replaceable - modular plug in. Plug in. Remove KB and palm rest to access NA
MODEL GRX SERIES CPU RAM MEMORY ACCESS HARD DRIVE OPTICAL DRIVE MODEM CMOS BATTERY Replaceable IC Access from trap door Slide in drawer Slide in Access from trap door Rechargeable. Remove KB to access Soldered to MB Soldered to MB Plug in. Replaceable SR SERIES Soldered to mb - not replaceable Remove palm rest & kb to access Remove palm rest & kb to access NA Remove palm rest & kb to access Rechargeable. Remove kb & palm rest to access Modular replaceable Soldered to MB NA SRX SERIES Soldered to mb - not replaceable One replaceable module. Remove kb for access Access from trap door NA Remove palm rest & kb to access Rechargeable button. Remove kb & palm rest to access Modular - replaceable Soldered to MB NA Remove palm rest & kb to access
4. Problem Diagnosis
RAM Memory. Swap RAM Memory DOS Boot. Boot from a DOS floppy or DOS CD and check hardware from DOS Boot Logging. If possible, start the computer in troubleshooting mode and enable Boot logging. See Figure 4-1 for a screen shot of the boot menu.
4. Problem Diagnosis
4.
Safe Mode . With Windows XP computers, restart in Safe Mode and run System Restore from the OS. See below. Last Known Good Configuration. Reboot to the troubleshooting menu and select Last Known Good Configuration. Temporary Hard Drive. Install a temporary hard drive in the computer and reimage it with the original system image. Disconnect Hardware. Disconnect non-core hardware components and reboot. Motherboard. Replace the motherboard.
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7. 8.
RAM Memory
Since the OS is not accessible, use a DOS based diagnostics (PC Doctor) to test the memory. Substitute a memory module if the computer will not boot with a DOS floppy disk.
DOS Boot
Start the computer with a DOS system floppy disk. If it does not start, then a core hardware device is defective (do not disregard the motherboard as a candidate).
Boot Logging
Press F8 when the OS starts to load and select Enable Boot Logging from the menu. This boot option logs all the drivers and services that load (or fail to load) during boot. The log file is named NTBTLOG.TXT and is located in the C:\winnt. Read the log file to determine the exact cause of system startup problems. When booting in Safe Mode, a list of all the drivers and services that are loaded are appended to the boot log.
Figure 4-1
Press the F8 key when the computer starts loading the OS and select Boot Logging from the menu list. The system will start and log every device load event to the log file. One of two things will now occur: The computer will boot into safe mode. If this occurs, read the contents of the log file with a text reader and check where a failure occurred. If the locks up, boot with a DOS system floppy diskette, copy the log file from the C:\winnt folder to the diskette and read the log file from another computer.
2.
Safe Mode
The next troubleshooting step is Safe Mode boot. It uses only the services and drivers that are absolutely necessary for minimal OS operation. Safe mode uses generic video, mouse and keyboard drivers and does not load audio and other non-essential drivers. It also bypasses all startup programs listed in the Startup folder, registry and *.INI files. Starting Safe Mode Press F8 key when the computer starts loading the OS. The menu screen is shown in the previous diagram.
4. Problem Diagnosis
1.
Select Safe Mode from the menu list and let the computer attempt to boot to the OS (do not select Safe Modem with any options). Be patientsafe mode load may take five minutes or more to load. ? If Safe Mode boot is successful, the problem is not likely to be caused by the OS kernel. The problem may be a device driver or configuration conflict.
2.
In Safe Mode, open the Device Manager and check for tagged hardware. Tagged hardware is flagged with red and yellow colors and marked with a ! or ? icon. (Yellow and ? flags indicate a driver problem and are less sinister than red and !; which indicate a serious hardware conflict.)
For yellow ? tagged items, refresh or update the driver with a compatible version. For red ! tagged items, uninstall the hardware driver, restart the computer and let PnP reinstall the device drivers.
Disconnect Hardware
Before replacing the motherboard, disconnect hardware, one at a time. The most likely culprits, such as memory and the hard drive, were already checked out earlier. In most computers the following hardware devices can be disconnected and the computer will still boot: Modem Optical drive LCD panel (connect monitor to VGA port to view video) Touch pad Floppy Drive
4. Problem Diagnosis
Use the following steps to diagnose the problem: (Most of the items are covered in the previous Computer Locks Up At Boot section)
1. 2. 3. 4.
Check RAM Memory. Run System Restore (for XP systems). Boot in Safe Mode. Run SFC . Restores corrupted or incorrect system files. Install Temporary HD. Replace Motherboard.
5. 6.
System Restore
Try system restore with XP computers. It allows you to step back in time and return the computer to an earlier configuration that ran properly. This may fix the problem if it is caused by software conflicts or if it is caused by new or updated drivers. Even if there is no apparent reason for the problem, it may fix the problem.
4. Problem Diagnosis
System Restore data is stored in file FILELIST.XML, located in \%root%\System32\Restore\ ? Tip: System Restore can also be used in safe mode.
SFC
SFC.EXE (System File Checker) is a command prompt utility that checks and corrects all protected system files to correct versions. If a file was changed by an application to an incorrect version, SFC can replace file with the correct version. (Backup copies of all system files are saved in folder: winnt\system32\dllcache.)
Running SFC
SFC is run from a command prompt:
1.
Open a command prompt window (DOS window) and enter SFC /scannow. The utility will start to scan the system files. (Be patient, the process may take half an hour or longer.) You will be prompted for action whenever an incorrect file version is found; allow the utility to replace the incorrect files. To replace files automatically without prompting, enter the command: SFC /scannow /quite ).
2.
Power Supply Safety Latch CMOS Backup Battery Defective Hardware Components
Power Supply
Confirm that the AC and/or main battery is supplying power to the computer. This is often overlooked.
Safety Latch
The safety circuit (commonly referred to as the UL protect circuit) can be triggered by a momentary electro-static discharge, a transient over-voltage or over-current spike, locking up the computer. The UL circuit remains latched if power is applied to the computer and remains latched for up to ten hours after all power is removed. ? Look for a pinhole in the bottom cover of the computer. Many computers have a pinhole in the bottom
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4. Problem Diagnosis
cover with a push-button reset switch behind it. Insert a small paper clip into the hole and the reset switch to unlatch the UL circuit. ? On computers without a pinhole reset, remove all power sources (AC, main and CMOS) and let the computer sit for ten hours. This will unlatch the circuit.
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Testing
Battery voltage levels cannot be checked at the battery terminals without connecting the battery to a computer; the battery is shut off internally unless it gets a command from the computer to turn on. Batteries should be checked with the Battery Information utility that is provided with every VAIO brand of notebook computers. To view the battery details:
1.
Hover the cursor over the battery icon in the System Tray and it shows the remaining charge and operating time. Double click the icon and the utility will show the design capacities of the batteries, the existing full charge capacity (loss of capacity) and the remaining capacity for the current charge.
2.
Troubleshooting
Battery Does Not Charge
Defective Charging Circuits. Either the one in the voltage regulator board or the one in the battery may be defective.
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Battery Warranty
Batteries supplied with the computer are warranted for 30 days. Batteries purchased separately by the customer are warranted for one year.
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6. Modems
Chapter 6 - Modems
All Sony notebook computers use data pump modems (also known as Windows modems) based on Rockwell technology and AT Rockwell command sets. On most models, the modems are located on a plug-in board and on newer models they can be replaced by just removing the bottom panel trap door
Troubleshooting
So-called modem problems are caused in may instance not by modems, but by faulty phone lines, modem drivers, wrong configurations in the modem properties, user error, and problems related to the customers ISP. ? When modems do become defective, the defect may have been caused by an external source such as lightning, ESD or by plugging the modem into a digital PBX circuit. To avoid repeat repairs in such situations, the customer should be told to correct the situation.
No Modem Operation
Since many reasons other than a real modem defect can prevent a modem from working properly, it is important to eliminate those before condemning the modem as defective. A modem may be considered defective if it cannot put the phone line off hook, cannot get a dial tone, does not dial out or dials out but does not connect. However, these problems may also be caused by POTS (plain old telephone system), software, configuration and driver problems. ? If an identical good modem is available and the modem is accessible through a trap door, the fastest and best test method is to swap modems and recheck the computer. X Caution: Do not replace a modem with one having another part number even if the replacement appears identical. Many Sony notebook modems appear identical but have subtle hardware and firmware differences that make them mutually incompatible. Testing with HyperTerminal HyperTerminal is an excellent applet for checking modem operation. Since the demise of the BBS, many technicians are not familiar with it, but it is still included with every version of Windows. HyperTerminal allows you to check for on/off hook switching, dial tone detection, dialing ability (dial tone generation), connectivity and data transfer in one single swoop. Simply dial up a bulletin board (amazingly, some still exist) and if you connect and communicate with the BBS, then these functions are all working. To access Terminal (using Windows 2000 as an example), do the following:
1.
Open HyperTerminal: Start button Programs Accessories Communications HyperTerminal. From File menu New Connection Cancel.
2.
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6. Modems
Testing core modem hardware Place the cursor in the HyperTerminal window, type at and press ENTER (by default, keystrokes may not echo to the screen). ? Tip. The core modem hardware is functioning properly if OK or 0 appears in the HyperTerminal window. Testing off hook, dial tone detection and dialing Connect the modem to a phone line and from the HyperTerminal window type atdt and the number for another phone. Example: atdt5551212. (If your line goes through a PBX, enter atdt9,p5551212.) ? Tip. If other phone rings, then it is an indication that all of the above functions work properly.
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4. Problem Diagnosis
? On most models with this password scheme, the password can be reset by entering a secret
password number that is derived from the computers serial number. This number can be give to the customer, and only to the customer, by the Sony Customer Service Call Center (CISC). 2. On some models, the password is stored in a semi-volatile area of the ROM IC and is reset by removing all power, including the CMOS battery, for at least ten minutes. These models are: PCG-FX1xx through FX4xx, PCG-FXAxx, PCGR505 (all suffixes), PCG-GR1xx and GR2xx. 3. On PCG-FX610 and PCCG-FX615 models, the password is reset by removing AC power, the primary battery (OK to leave CMOS in) then shorting two trace pads on the motherboard (shown in figure 7-1) for at least ten seconds. The trace pads are easily reached after removing the memory access door on the bottom cover (use ESD protection)
OS Password Bypass
Due to the high security levels in Windows 2000 and XP operating systems, passwords cannot be bypassed and the computer will not boot into the OS without the password. ? Many hardware components can be checked with DOS diagnostic utilities without booting to W2K or XP. ? If the password is not available and the hard drive cannot be reimaged, then an alternative solution is to temporarily put in a test hard drive and image the hard drive with the original image. This will allow the hardware to be checked out. N The down side to this method is that it cannot check for driver or OS problems on the original drive.
Administrator Privileges
In many instances, you must have administrative privileges (Administrator name and password) to properly repair the computer. Many patches, upgrades, registry changes and some applications require administrative logon. ? Tip. On many computers, the administrators username and password is both administrator (it is worth a try; try in upper case, lower case or a combination of both)
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Data Backup
N Before wiping out an image the customer must be notified that the drive will be wiped out and given the opportunity to back up the data. N Backing up hard drive data is the customers responsibility. Sony will not cover or reimburse Authorized Service Centers for any costs related to data.
A hard drive will not be covered under warranty if it not returned to Sony, if it was opened by other than a manufacturers authorized data recovery service, or if the document from the recovery service is not attached to the returned drive. Two companies that do recovery service are On Track and Drivesavers. They are independent companies and are not affiliated with Sony. Their web URLs are http://www.ontrack.com/datarecovery/ and http://www.drivesavers.com/. X Costs incurred by the customer or servicer in recovering hard drive data are not covered under warranty and Sony will not reimburse the authorized service center or customer for any costs related to hard drive recovery.
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9. Image Recovery
System Recovery CDs. These normally consist of a set of two bootable CDs that load all of the must have files and most (or all) of the applications supplied with the computer. They also partition and format the hard drive. As a rule, they will wipe out all of the existing files on the hard drive. Application Recovery CD. This CD runs from Windows and allows the user to selectively recover various applications. Driver Recovery CD. This CD contains backup copies of various drivers.
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Prior to 02, computers came with only two sets of recover CDs: a system recovery set and an application recovery set.
Model Dependency
Sony system and application recovery CDs are designed for specific Sony models and will not work with other Sony models. All computer manufacturers that integrate a Microsoft operating system into their computer have similar schemes and their recovery CDs will not work with Sony computers.
Security Schemes
Sony uses a number of security schemes to prevent unauthorized imaging. Knowledge of these schemes is necessary to avoid problems when replacing motherboards. 1. Each BIOS IC contains a secured area called the DMI layer that stores data fields listing the recovery CD set that can be used with the computer. 2. Each recover CD is imbedded with a code that is unique to that particular recovery CD set. 3. At the start of the image recovery process, the recovery CD checks the BIOS DMI record for a match between it and the computer. The image recovery process will not run if the CD and the computer do not match. 4. On configure-to-order computers (CTO) sold with software options already loaded on the hard drive, the DMI also lists the applications that were originally loaded onto the computer. 5. Once the image process starts, the recovery CD checks the DMI record to determine which applications to load. X Pitfalls when imaging with retail OS versions. The operating systems used in Sony computers are always of a version that is newer and more updated than the retail packages available at the time of manufacture. Imaging with a retail generic OS version will invariably lead to functionality problems, because: The retail package will not be compatible with all of the software or hardware on the computer. It may lack many of the drivers necessary for the latest hardware on the computer. Some of the applications and functions available on the original image, such as memory stick and scroll wheel control, will be lost.
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9. Image Recovery
Hardware Options
Available hardware options are: Hard drive size Memory size and configuration Optical drive types LCD panel size CPU speed.
Not all options are available on all models. N When ordering the above part for CTO computers (including motherboards), make sure to order via the VAIO on-line parts ordering system that is currently in the process of being set up. Since the service manuals only lists standard parts and not CTO parts, this will ensure that the right part is ordered for the computer. The VAIO on-line parts ordering system will determine the correct part for the computer. Call your technical representative until this process goes on-line.
Software options
Software options are different for each model line. Most have options for W2k, XP-HE or XP-PRO operating systems and various versions of MS office XP. The other software options are too numerous (and not necessary) to list here. Many options are also operating system dependent.
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AMD CPUs
AMD CPUs are mounted on a sliding lock socket. A screwdriver is used as a wedge lever to move the socket slider to either the locked position or unlocked position.
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On models PCG-FX150, PCG-FX170 and PCG-FX190 (including K or P suffix), replace the motherboard if the CPU is found to be loose when its heat sink is removed. Relocking the socket will not permanently fix the problem.
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Testing HV Inverter
X The HV inverter output voltage cannot be measured with a conventional DVM. The relatively low DVM impedance to the high frequency AC signals loads down the high impedance inverter output. ? You can make a simple go no-go inverter tester by removing a fluorescent lamp from a defective LCD panel. Connect the lamp to the inverter output and if it lights then the inverter is ok. ? You can also make a very simple HV inverter sniffer from the AM antenna rod of a discarded radio. Wind about 30 loops of very fine insulated wire on the rod, or just connect the larger antenna winding to DMM or oscilloscope and bring the winding close to the inverter. If the inverter is working, the coil will output an AC signal which may be as high as 10 volts p-p. This sniffer works through the LCD panel covers.
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Serial Number
The serial number consists of the last set of seven digits on the lower right area of the bottom cover label. X Do not confuse the product code with the serial number. The serial number consists seven digits and is located to the right of the product code.
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PC0108020
2002 Sony Electronics Inc. EMCS - A Service Company 1 Sony Drive Park Ridge, New Jersey 07656 Reproduction in whole or part without written permission is prohibited. All rights reserved
08/08/02