. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 3

Troubleshooting
This chapter provides a systematic method of isolating problems with the Compaq
Armada 6500 notebook computer. A basic understanding of DOS-based computer
systems as well as a knowledge of standard troubleshooting procedures is assumed.
This manual is written under the assumption the problems are related to the computer.
Improper use of the system and application software problems are excluded in this
chapter.
The system BIOS power on self-tests (POST) are integral to the system and detect
certain errors with the system board. They use a series of beep codes to identify certain
system board problems.
The troubleshooting procedures, when followed step by step, can help isolate system
problems.

3.1 Troubleshooting Tips

In general, troubleshooting involves an organized system of approach to problem
solving. Try to isolate the problem and identify the defective device (hardware) or
improper setting (software). When a problem is encountered, perform a thorough visual
inspection of the computer.
If none of the indicators are lit and the hard drive cannot be heard spinning, the

computer is probably not receiving power.

Make sure the power cord is plugged in, and the AC adapter is securely connected.

The LEDs on the AC adapter and the system should be on when connected to a
working AC source.
If a power strip or surge protector is being used, make sure these devices are

turned on.
When powering the system by battery, make sure the battery is charged.

Often problems are caused by improperly connected cables.

If a mouse or keyboard is being used, make sure they are properly connected to their

respective ports. Make sure none of the connector pins are bent or broken.
Check all cables connected to the computer. If any are cut, frayed, or damaged in

any way, replace them right away. Never use a damaged cable. A damaged cable is
not only a fire hazard, it may also cause a short circuit, resulting in irreparable
damage to the computer.
Check all internal connections to ensure they are secure. Problems often occur

because a connection is loose or backwards.

Troubleshooting

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Verify all test equipment works before using it to test a malfunctioning component.
Verify a component is the only malfunctioning part of the computer by replacing the
malfunctioning component with a properly functioning one, and then try to run the
system. For example, if a diskette drive has been tested in a test computer and has been
found to be bad, test a working diskette drive in the malfunctioning diskette drives
computer to be sure another component (such as the diskette drive controller) is not bad
as well.
As with assembly and disassembly, make sure to have adequate lighting, the right tools,
and a stable clean working environment.
The following examples provide useful tips and information that will help isolate and
solve some of the more common problems that may be encountered.

System Start Failure

When the computer is turned on, the system hangs before completing or starting the
POST (power on self-test). A power supply failure, POST failure, or boot-up failure
can result in a system start failure. Reset the system by pressing the reset button located
on the rear of the computer next to the PS/2 connector (Figure 1-3) and restart the
system.

3-2

Troubleshooting

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Power Supply Failure
Problem

Troubleshooting Procedure

The computer is turned on using the power switch and

the following conditions apply:

If the computer is running on the battery:

There is no panel display

There is no noise coming from the HARD DRIVE
The power indicator light is off (AC operation).

The system could be in suspend. Press the

Suspend/Power button.

The battery connection is loose. Remove and

reinstall the battery.

The battery power is depleted. Plug in the AC

adapter, or replace the battery.

The system could be experiencing a hang. Press

the reset button located on the rear of the
computer next to the PS/2 connector.
If the computer is running on the AC adapter:

Make sure the AC adapter is plugged into an

operational power supply.

Make sure the AC adapter is connected securely

to the computers AC adapter socket.

Check to see if the Power LED on the computer is

lit. If not lit, then the AC adapter may be bad.
Replace the AC adapter, and test the computer
again.

Press the Suspend/Power button.

Press the reset button located on the rear of the
computer next to the PS/2 connector (Figure 13).
If the above items do not solve the problem,
replace the DC-to-DC Converter.

Troubleshooting

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Boot-up Failure
Problem

Troubleshooting Procedure

The computer is turned on and the following conditions

apply:

System in Suspend Mode. Press the

The computers power is on. (green power LED is lit.)

There is no screen display.

System possibly hung after using a screen saver.

Suspend/Power button.
Press the Reset button located on the rear of the
computer next to the PS/2 connector (Figure1-3).

Check the DRAM connections to be sure they are

secure.

Check the LCD connections.

Check the system board power circuit.

POST Failure
Problem

Troubleshooting Procedure

The computer is turned on and the following happens:

A POST failure usually indicates a memory, BIOS,

There is power to the system and the hard drive seems

to be spinning.

or hard drive failure. Refer to the table at the end

of this chapter for a list of Beep Codes.

The computer emits a series of beeps.

Cardbus Failure

3-4

Problem

Troubleshooting Procedure

The Cardbus slots do not work.

Reseat the Cardbus assembly cable.

Replace the Cardbus Assembly.
Replace the Motherboard.

Troubleshooting

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LCD Panel Failure
Problem

Troubleshooting Procedure

The computer is turned on and one of the following

conditions apply:

If using the AC Adapter, make sure the green

The system is working, but there is no LCD panel

Verify video operation by connecting an external

display.

The system is working, but the LCD panel displays

vertical or horizontal lines.

The backlight comes on, but there is no display.

There is a display, but there are unwanted lines on the
screen.

power indicator is on.

monitor to the system. Press Fn + F4 to enable
the external VGA port.

Make sure the LCD cables are properly seated

and securely connected to the Motherboard and
LCD Interface board.

Make sure the LCD cable is securely connected

to the inverter. The INV/MIC/Status LCD cable
may be bad. Change the INV/MIC/Status LCD
cable.

Replace the DC/AC inverter board.

Replace the LCD Interface board.
Replace the Motherboard. Possible bad VGA chip.
Replace the LCD panel.

CRT Failure
Problem

Troubleshooting Procedure

The computer has power, the computers LCD panel is

working and one of the following conditions apply:

Make sure the CRT output is enabled. Press

The computers LCD panel is working.

There is no display on the CRT.
The color of the CRT display is wrong.
There is a display, but the display is not stable.

Make sure the CRTs power is on and the power

Fn + F4 to enable/disable the external video port.

cables are securely connected.

Make sure the CRT to computer cable connection

is secure. Check the CRT port on the computer to
make sure the connection is secure, and there
are no damaged pins or connectors.

Make sure the settings in the operating systems

Control Panel Display icon are supported by the
monitor.

If the CRT still does not work, change to a

different CRT and try again.

If the color is bad, adjust the monitors color

controls (if any).

Troubleshooting

3-5

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Computer Keyboard Failure
Problem

Troubleshooting Procedure

The computer is powered-on. However, when pressing

any of the keys on the keyboard, one of the following
events occurs:

Make sure the keyboard cables are securely

Pressing on the key does not have any effect.

Incorrect characters are displayed on the screen.
One stroke of a key produces too many characters on
the screen.

connected.

Replace the keyboard and check again.

Press the Reset button located on the rear of the
computer next to the PS/2 connector (Figure 13).

Make sure the correct language variant of the

keyboard is being used.

Replace the system board.

External Keyboard or PS/2 Mouse Failure

Problem

Troubleshooting Procedure

The computers power is on, and the keyboard is working. Make sure the external mouse or keyboards
One of the following conditions occur:
connection to the computers PS/2 mini-DIN
connector is secure.
Pressing keys on the external keyboard has no effect.

Pressing keys on the external keyboard gives incorrect Make sure the mouse trackball and postion
characters.

The mouse cursor on the screen does not move in

conjunction with the external mouse.

sensors are clean and free of dust.

Replace the external mouse or keyboard and try

again.

If the system still does not work, reseat the

PS2/Reset/IR cable on the Motherboard.

Hard Drive Failure

Problem

Troubleshooting Procedure

When an attempt is made to to access the hard drive, one Make sure the hard drive connection is secure.
of the following conditions occur:
Try a working hard drive.
There is a message indicating the hard drive does not Install the hard drive into another Armada 6500
exist.
computer to test it.

The hard drive cannot be read from.

The hard drive cannot be written to.

3-6

Troubleshooting

If the hard drive works in a test computer, the

hard drive controller on the Motherboard is
probably bad. Test the Motherboard.

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Diskette Drive Failure
Problem

Troubleshooting Procedure

The computers power is on. The hard drive is functioning Check the BIOS settings for the diskette drive.
correctly. When an attempt is made to access the diskette Refer to Chapter 2.
drive, one of the following conditions occurs:
Make sure the CD-ROM/diskette drive module is
The diskette drive cannot be read from.
properly seated.

The diskette drive cannot be written to.

Make sure only one diskette drive is installed in a
The diskette drive motor cannot be heard spinning, and system with a Mobile 6500 Expansion Unit
the LED indicator light is not on.

attached. The system supports only one diskette

drive.

Try a different diskette in the drive. Make sure

the diskette is not write protected.

Clean the diskette drives heads.

Change the diskette drive module and test again.
If the drive still does not work, replace the main
board.

CD-ROM Failure
Problem

Troubleshooting Procedure

The computers power is on. The hard drive is functioning Check the BIOS settings for the CD-ROM drive.
correctly. When an attempt is made to access the
Refer to Chapter 2.
CD-ROM drive, one of the following conditions occurs:
Make sure the CD-ROM drive is properly seated.
The CD-ROM drive cannot be read from.
Make sure only one CD-ROM drive is installed in

The CD-ROM drive motor cannot be heard spinning, and

the LED indicator light is not on.

a system with a Mobile 6500 Expansion Unit

attached.

Switch to a different CD-ROM drive and try again.

Clean the CD-ROMs lens.
Change the CD-ROM drive and test again.
If the CD-ROM drive still does not work, replace
the Motherboard.

Troubleshooting

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Battery Failure
Problem

Troubleshooting Procedure

The computers AC power works. When trying to use

battery power, the computer does not operate. However,
when the AC Adapter is connected, the battery charge
indicator flashes.

Make sure the battery contacts are in good

condition.

Make sure the battery terminals are clean. If

necessary, clean the terminals with contact
cleaner.

Change the battery and try again.

Make sure the AC power supply (the AC adapter
and AC adapter cord) are working. If they are not
supplying the correct voltage, it could damage
the system.

Touchpad Failure
Problem

Troubleshooting Procedure

The touchpad does not work.

Check the touchpad settings in the operating

systems control panel.

Make sure the UMI cable connection to the

Motherboard is properly seated. This connector
is located under the keyboard deck behind the
touchpad.
NOTE: If both the touchpad and modem/network
do not work, this cable is most likely not
connected.

Make sure the UMI cable is properly connected to

the Touchpad connector.

Internal Modem/Network (UMI) Failure

Problem

Troubleshooting Procedure

The internal modem/network (if installed) does not work.

Make sure the Modem/Ethernet Combo Card,

UMI adapter are properly seated.

Make sure the modem/network software is

properly configured.

Verify the modem/network port is enabled. This

is done using the System icon in the Control
Panel of the operating system.

Make sure the UMI cable is properly connected to

the Motherboard. This connector is located under
the Keyboard Deck behind the Touchpad.
NOTE: If both the Touchpad and
modem/network do not work, this cable is most
likely not connected.

3-8

Troubleshooting

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External Audio Failure
Problem

Troubleshooting Procedure

No sound from external speakers connected to external

audio port.

Make sure the connections are properly seated.

Make sure power is applied to the speakers (if
necessary).

Replace the DC/DC Converter board.

3.2 Check Points and Error Messages

At the beginning of each POST routine, the BIOS outputs the test point error code to
I/O address 80h. Use this code during troubleshooting to establish at what point the
system failed and what routine was being performed.
If the BIOS detects a terminal error condition, it halts POST after:
Issuing a terminal error beep code and
Attempting to display the error code on upper left corner of the screen and on the

port 80h LED display

If the system hangs before the BIOS can process the error, the code displayed at port
80h is that of the last test performed. In this case, the screen does not display the error
code.

Phoenix BIOS Test Points

The following is a list of the checkpoint codes written at the start of each test and the
beep codes issued for terminal errors:
Code

Beeps

POST Routine Description

02h

Verify Real Mode.

03h

Disable Non-Maskable Interrupt (NMI).

04h

Get CPU type.

06h

Initialize system hardware.

08h

Initialize chipset with Initial POST Values.

09h

Set IN POST flag.

0Ah

Initialize CPU registers

0Bh

Enable CPU cache.

0Ch

Initialize caches to initial POST values.

0Eh

Initialize I/O component.

0Fh

Enable the local bus IDE.

continued

Troubleshooting

3-9

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Phoenix BIOS Test Point Beep Codes (continued)

Code
Beeps
POST Routine Description
10h

Initialize Power Management.

11h

Load alternate registers with initial POST values.

12h

Restore CPU control word during warm boot.

13h

Initialize PCI Bus Mastering devices.

14h

Initialize keyboard controller.

16h

1-2-2-3

BIOS ROM checksum.

17h

Initialize cache before memory autosize.

18h

8254 timer initialization.

1Ah

8237 DMA controller initialization.

1Ch

Reset Programmable Interrupt Controller.

20h

1-3-1-1

Test DRAM refresh.

22h

1-3-1-3

Test 8742 Keyboard Controller.

24h

Set ES segment register to 4 GB

26h

Enable A20 line.

28h

Autosize DRAM.

29h

Initialize POST Memory Manager.

2Ah

Clear 512KB base RAM.

2Ch

1-3-4-1

RAM failure on address line XXXX*.

2Eh

1-3-4-3

RAM failure on data bits XXXX* of low byte of memory bus.

2Fh
30h

Enable cache before system BIOS shadow.

1-4-1-1

RAM failure on data bits XXXX* of high byte of memory bus.

32h

Test CPU bus-clock frequency.

33h

Initialize Phoenix Dispatch Manager.

36h

Warm start shut down.

38h

Shadow system BIOS ROM.

3Ah

Autosize cache.

3Ch

Advanced configuration of chipset registers.

3Dh

Load alternate registers with CMOS values.

42h

Initialize interrupt vectors.

45h

POST device initialization.

continued

3-10

Troubleshooting

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Phoenix BIOS Test Point Beep Codes (continued)

Code
Beeps
POST Routine Description
46h

2-1-2-3

Check ROM copyright notice.

48h

Check video configuration against CMOS.

49h

Initialize PCI bus and devices.

4Ah

Initialize all video adapters in system.

4Bh

QuietBoot start (optional).

4Ch

Shadow video BIOS ROM.

4Eh

Display copyright notice.

50h

Display CPU type and speed.

51h

Initialize EISA board.

52h

Test keyboard.

54h
58h

Set key click if enabled.

2-2-3-1

Test for unexpected interrupts.

59h

Initialize POST display service.

5Ah

Display prompt "Press F2 to enter SETUP".

5Bh

Disable CPU cache.

5Ch

Test RAM between 512K and 640K.

60h

Test extended memory.

62h

Test extended memory address lines.

64h

Jump to UserPatch1.

66h

Configure advanced cache registers.

67h

Initialize Multi Processor APIC

68h

Enable external and CPU caches.

69h

Setup System Management Mode (SMM) area.

6Ah

Display external L2 cache size.

6Bh

Load custom defaults (optional).

6Ch

Display shadow-area message.

6Eh

Display possible high address for UMB recovery.

70h

Display error messages.

72h

Check for configuration errors.

76h

Check for keyboard errors.

continued

Troubleshooting

3-11

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Phoenix BIOS Test Point Beep Codes (continued)

Code
Beeps
POST Routine Description
7Ch

Set up hardware interrupt vectors.

7Eh

Initialize coprocessor if present.

80h

Disable onboard Super I/O ports and IRQs.

81h

Late POST device initialization.

82h

Detect and install external RS232 ports.

83h

Configure non-MCD IDE controllers.

84h

Detect and install external parallel ports.

85h

Initialize PC-compatible PnP ISA devices.

86h

Re-initialize onboard I/O ports.

87h

Configure Motherboard Configurable Devices (optional).

88h

Initialize BIOS Data Area.

89h

Enable Non-Maskable Interrupts (NMIs).

8Ah

Initialize Extended BIOS Data Area.

8Bh

Test and initialize PS/2 mouse.

8Ch

Initialize diskette drive controller.

8Fh

Determine number of ATA drives (optional).

90h

Initialize hard-disk controllers.

91h

Initialize local-bus hard-disk controllers.

92h

Jump to UserPatch2.

93h

Build MPTABLE for multi-processor boards.

95h

Install CD ROM for boot.

96h

Clear huge ES segment register.

97h

Fixup Multi Processor table.

98h

1-2

Search for option ROMs. One long, two short beeps on checksum failure.

99h

Check for SMART Drive (optional).

9Ah

Shadow option ROMs.

9Ch

Set up Power Management.

9Dh

Initialize Security Engine (optional).

9Eh

Enable hardware interrupts.

9Fh

Determine number of ATA and SCSI drives.

continued

3-12

Troubleshooting

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Phoenix BIOS Test Point Beep Codes (continued)

Code
Beeps
POST Routine Description
A0h

Set time of day.

A2h

Check key lock.

A4h

Initialize typematic rate.

A8h

Erase F2 prompt.

AAh

Scan for F2 key stroke.

ACh

Enter SETUP.

AEh

Clear Boot flag..

B0h

Check for errors.

B2h
B4h

POST done - prepare to boot operating system.

1

One short beep before boot.

B5h

Terminate QuickBoot (optional).

B6h

Check password (optional).

B9h

Prepare Boot.

BAh

Initialize DMI parameters.

BBh

Initialize PnP Option ROMs.

BCh

Clear parity checkers.

BDh

Display Multi-Boot menu.

BEh

Clear screen (optional).

BFh

Check virus and backup reminders.

C0h

Try to boot with INT 19.

C1h

Initialize the Post Error Manager (PEM).

C2h

Initialize error logging.

C3h

Initialize error display function.

C4h

Initialize system error handler.

C5h

PnP dual CMOS (optional).

C6h

Initialize computer docking (optional).

C7h

Initialize computer docking late.

C8h

Force check (optional).

C9h

Extended Checksum (optional).

D2h

Unknown interrupt

* If the BIOS detects error 2C, 2E, or 30 (base 512K RAM error), it displays an
additional word-bitmap (XXXX) indicating the address line or bits that failed. For
example, 2C 0002 means data bits 12 and 5 (bits 12 and 5 set) have failed in the
lower 16 bits. The BIOS also sends the bitmap to the port-80 LED display. It first
displays the check point code, followed by a delay, the high-order byte, another delay,
and then the low-order byte of the error. It repeats this sequence continuously.

Troubleshooting

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Warning Messages
The following is an alphabetic list of error and status messages which the Phoenix
BIOS can generate and an explanation of each message. Many of the messages below
refer to the built-in Setup program.
Message

Description

nnnn Cache SRAM Passed

nnnn is the amount of system cache in kilobytes successfully tested.

Diskette drive A error

Drive A: is present but fails the BIOS POST diskette tests. Make sure the drive
is defined with the proper diskette type in Setup and the diskette drive is
attached properly.

Entering SETUP

Starting Setup program.

Extended RAM
Failed at offset: nnnn

Extended memory not working or not configured properly.

nnnn Extended RAM Passed

nnnn is the amount of RAM in kilobytes successfully tested.

Failing Bits: nnnn

The hex number nnnn is a map of the bits at the RAM address (in System,
Extended, or Shadow memory) which failed the memory test. Each 1 (one) in
the map indicates a failed bit.

Fixed Disk 0 Failure or Fixed

Disk 1 Failure or Fixed Disk
Controller Failure

Fixed disk is not working or not configured properly. Check to see if fixed disk
is attached properly. Run Setup to ensure the fixed disk type is correctly
identified.

Incorrect Drive A type run

SETUP

Type of diskette drive A: not correctly identified in SETUP.

Invalid NVRAM media type

Problem with NVRAM access.

Keyboard controller error

The keyboard controller failed test. Replace keyboard or controller.

Keyboard error

Keyboard not working.

Keyboard error nn

BIOS discovered a stuck key and displays the scan code for the stuck key.

Keyboard locked
Unlock key switch

Unlock the system to proceed.

Monitor type does not match

CMOS

Run SETUP Monitor type not correctly identified in Setup.

continued

3-14

Troubleshooting

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Warning Messages (continued)

Message
Description
Operating System not found

Operating system cannot be located on either drive A: or drive C:. Enter Setup
and see if fixed disk and drive A: are properly identified.

Parity Check 1 nnnn Parity

error found in the system bus

BIOS attempts to locate the address but failed and displays it on the screen.

Parity Check 2 nnnn Parity

error found in the I/O bus

BIOS attempts to locate the address but failed and displays it on the screen.

Press <F1> to resume,

<F2> to Setup

Display after any recoverable error message: Press <F1> to start the boot
process or <F2> to enter Setup and change any settings. <F2> Press <F2>
to enter Setup Optional message displayed during POST.

Previous boot incomplete.

Default configuration used.

Previous POST did not

complete successfully

POST loads default values and offers to run Setup. If the failure was caused by
incorrect values and they are not corrected, the next boot will likely fail.

Real time clock error

Real time clock fails BIOS test. May require board repair.

Shadow RAM Failed at

offset: nnnn

Shadow RAM failed at offset nnnn of the 64k block at which the error was
detected.

nnnn Shadow RAM Passed

Where nnnn is the amount of shadow RAM in kilobytes successfully tested.

System battery is dead Replace and run SETUP

The CMOS clock battery indicator shows the battery is dead. Replace the
battery and run Setup to reconfigure the system.

System cache error

Cache disable RAM cache failed the BIOS test. BIOS disabled the cache.

System CMOS checksum bad - System CMOS has been corrupted or modified incorrectly, perhaps by an
run SETUP
application program that changes data stored in CMOS. Run Setup and
reconfigure the system.
System RAM Failed at
offset: nnnn

System RAM failed at offset nnnn of the 64k blo9ck at which the error was
detected.

nnnn System RAM Passed

nnnn is the amount of system RAM in kilobytes successfully tested.

System timer error

The timer test failed. Requires repair of system board.

UMB upper limit segment

address: nnnn

Displays the address of the upper limit of Upper Memory Blocks, indicating
released segments of the BIOS which may be reclaimed by a virtual memory
manager.

Video BIOS shadowed

Video BIOS successfully copied to shadow RAM.

Troubleshooting

3-15

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3-16

Troubleshooting