IBM Aptiva Personal Computer
(250-0451A) Troubleshooting - Part 1 Faxback Doc. # 33154
Problem solving steps
STEP 1
Are the power indicator lights on the system unit and monitor lit?
NOTE: The locations of the power indicator lights may be different than
those shown in these pictures.
Yes Power is reaching the system unit and monitor. Go to Step 2.
No a. Press the on/off buttons on the system unit and monitor to
make sure they are turned on.
b. Make sure your system unit and monitor cables are correctly
and securely connected. Make sure the system unit and
monitor power cords are plugged into electrical outlets.
Your Read me first booklet shows how the cables and cords
should be connected.
c. Make sure the electrical outlets you are using are not
controlled by a wall or dimmer switch.
d. If you are using a multiple outlet device (for example, a
power surge protector or power strip), make sure it is
plugged in and turned on.
If the problem continues, check your A Guide to Help/Ware and All the
Extras folder for information on obtaining service.
STEP 2
Did the system unit beep after it was turned on?
Yes, once The system unit has passed the power-on self test
(POST). Go to Step 3.
Yes, more There is a problem with the system unit. Find the code
than once in "Error codes, descriptions, and corrective actions"
and take the action listed.
No. There is a hardware problem.
a. If you added hardware, remove it and restart the computer to see
if the problem is corrected. If the problem is corrected, you may
have installed your hardware incorrectly. Reinstall your
hardware. For instructions on installing hardware in your desktop
system unit. For instructions on installing hardware in your
minitower system unit, see page 103. For instructions on
installing options on your system board, see "Working with your
system board".
b. Check that memory modules are installed correctly. For
instructions, see "Working with your system board".
If the problem continues, check your A Guide to HelpWare and All the
Extras folder for information on obtaining service.
STEP 3
Is anything displayed on the monitor?
Yes There is a problem with the system unit if:
A three or four digit error code appears. Find the code in "Error
codes, descriptions and corrective actions" and take the action listed.
A box containing an error code and message appears. Follow the
instructions in the message.
A blinking cursor appears. Check your A Guide to HelpWare and All the
Extras folder for information on obtaining service.
The image on the screen is unreadable (the image is scrolling,
blinking, or flashing). You may have selected a monitor setting that
your monitor does not support. Complete these steps to reset your
computer, and then follow the steps under "Selecting the Monitor
Horizontal Frequency" on page 9 to select another setting.
1. If you created a Power-on Password, disable it by using the
Security Options menu of the Setup Utility.
2. Record any Configuration settings that you have changed
(customized) from the default settings (for example, Monitor
Horizontal Frequency). You will have to re-enter these later.
For instructions on using the Setup Utility.
3. Turn off the system unit. Reset your computer by holding down
both mouse buttons while you turn on the system unit. Release the
mouse buttons when something appears on your screen.
NOTE: Resetting your computer changes all of the settings in the
Setup Utility to the factory defaults. After resetting your
computer, re-enter any customized settings in the Setup
Utility.
STEP 3
Is anything displayed on the monitor? (Continued)
The colors displayed are wrong. Check to make sure the monitor cable
is correctly and securely connected to the system unit. Your Read Me
First booklet shows how the cable should be connected.
If the problem continues, check your A Guide to HelpWare and All the
Extras folder for information on obtaining service.
Nothing happens when you use the mouse or keyboard.
a. Make sure the keyboard and mouse cables are correctly and securely
connected to the ports on the back of the system unit.
The keyboard port has this symbol next to it to help you:
The mouse port has this symbol next to it to help you:
b. Turn the system unit off, and then turn it on again.
If the problem you are having continues, or if it does not appear in
this list, look for a description of the problem in the troubleshooting
tables.
No There may be a problem with the monitor.
a. Make sure your monitor cables are correctly and securely connected.
Your Red me first booklet shows how the cables should be connected.
b. Adjust the brightness and contrast controls.
There may be a problem with the battery on your system board. See
"Replacing the battery" on page 136 for instructions on how to replace
the battery.
If the problem continues, check your A Guide to HelpWare and All the
Extras folder for information on obtaining service.
Troubleshooting tables
Table 6:
Troubleshooting: Hardware problems
If the problem is: Here's what to do:
No beep during power-on Make sure that the system unit is turned on.
self test (POST)
Screen is black (no error If you installed memory modules or adapter
code), more than one beep cards, make sure you installed them correctly.
in self-test. For instructions on installing memory modules
on your system board, see "Installing and
removing memory modules". For instructions on
installing adapter cards in your desktop
system unit, see "Installing adapter cards".
For instructions on installing adapter cards
in your minitower system unit, see "Installing
adapter cards".
Error code If an error code:
(and description), more
than one beep in self-test, Is displayed, find the code in "Error codes,
or continuous beep occurs descriptions, and corrective actions" and take
the action listed.
Is not displayed, check your A Guide to
HelpWare and All the Extras folder for
information on obtaining service.
Computer turns off without 1. If you have enabled the Standby feature,
warning move the mouse to exit Standby.
2. If you have enabled the Rapid Resume
feature and set up the Automatic Power
Off option, or set the scheduler feature
to turn the system unit off, turn the
system unit back on.
3. Make sure that the system unit and monitor
power cords are securely plugged into
electrical outlets.
4. Make sure that the cables are correctly
and securely connected to the system unit.
5. Check for a blown fuse, tripped circuit
breaker, or power failure.
6. Unplug the system unit power cord from the
electrical outlet, wait 10 seconds, and
then plug the power cord back into the
electrical outlet. If the computer does
not start immediately, push the on/off
button on the system unit.
NOTE: If any of these problems continue after taking the actions listed,
check your A Guide to HelpWare and All the Extras folder for
information on obtaining service.
Can't enter password 1. Make sure you are typing the correct
password.
2. Make sure the keyboard cable is correctly
and securely connected to the keyboard
port (not the mouse port) on the back of
the system unit.
The keyboard port has this symbol next
to it to help you:
3. If you have forgotten your password,
check your A Guide to HelpWare and All
the Extras folder for information on
obtaining service.
Can't read information 1. Make sure you are using the correct type
on diskette or CD of diskette. Make sure the diskette is
formatted correctly.
2. Make sure the diskette or CD is inserted
into the drive correctly.
3. Make sure the CD is clean and not
scratched.
4. Try to read a diskette or CD that you
know is good. If it works, the first
diskette or CD is damaged. If you can't
read the information on the good diskette
or CD, there may be a problem with your
diskette or CD-ROM drive.
5. Make sure the drive power and signal
cables are securely attached to the back
of the drive. For instructions on
working in the desktop system unit. For
instructions on working in the minitower
system unit.
Audio CD does not play Make sure you have enabled AutoPlay. To
when inserted into CD-ROM enable AutoPlay:
drive
1. Click on Start.
2. Select Settings and click on Control
Panel.
3. Double click on the System icon.
4. Click on the Device Manager tab.
5. Double click on CD-ROM and select MITSUMI
CD-ROM.
6. Click on the Settings tab.
7. Under Options, click on Auto insert
notification (a check appears in the
box).
8. Click on OK.
NOTE: If any of these problems continue after taking the actions listed,
check your A Guide to HelpWare and All the Extras folder for
information on obtaining service.
Can't send information 1. Make sure you are using the correct type
(write) to diskette of diskette. Make sure the diskette is
formatted correctly.
2. Make sure the diskette is not write-
protected.
3. Make sure you are sending information to
the correct drive.
4. Make sure there is space on the diskette
for the information. (Try using a blank,
formatted diskette.)
5. Make sure the drive power and signal
cables are securely attached to the back
of the drive. For instructions on
working in the desktop system unit. For
instructions on working in the minitower
system unit.
6. Make sure Diskette Drive Access is
enabled in the Setup Utility under
Advanced Options, Security Options.
Can't format diskette 1. Make sure the diskette is not write-
protected.
2. Make sure you are using the correct type
of diskette.
3. Make sure the drive power and signal
cables are securely attached to the back
of the drive. For instructions on
working in the desktop system unit. For
instructions on working in the minitower
system unit.
4. Make sure Diskette Drive Access is
enabled in the Setup Utility under
Advanced Options, Security Option.
Keyboard doesn't work or 1. Make sure the keyboard cable is correctly
only some keys work and securely connected to the keyboard
port (not the mouse port) on the back of
the system unit.
The keyboard port (has this symbol next
to it to help you:
2. Move your fingers across the keys. Make
sure no keys are stuck.
3. Make sure you are using a screen that
allows typing. Some screens do not.
4. Turn the system unit off, wait 10
seconds, and then turn the system unit
on again.
NOTE: If any of these problems continue after taking the actions listed,
check your A Guide to HelpWare and All the Extras folder for
information on obtaining service.
Mouse does not move 1. Move the mouse onto a mouse pad and try
the cursor using it.
2. Make sure you are using a screen that
allows the use of a mouse. Some screens
do not.
3. Make sure the mouse cable is correctly
and securely connected to the mouse port
(not the keyboard port) on the back of
the system unit.
The mouse port has this symbol next to
it to help you:
4. Clean the mouse.
a. Turn the computer off.
b. Disconnect the mouse cable from the
system unit.
c. Turn the mouse upside down. Unlock
the retainer on the bottom of the
mouse by turning it counterclockwise.
Now turn the mouse right-side up, and
the retainer and the ball will drop
out.
d. Using a damp cloth, wipe the outside
of the mouse and the retainer. Be
sure to wipe the rollers inside the
mouse.
e. Insert the ball and retainer. Lock
the retainer by turning it clockwise.
f. Reconnect the mouse cable to the
system unit.
5. Turn the system unit off, wait 10
seconds, and then turn the system unit
on again.
NOTE: If any of these problems continue after taking the actions
listed, check your A Guide to HelpWare and All the Extras folder
for information on obtaining service.
Modem/communications errors 1. Make sure the telephone cord is securely
connected. Your Read me first booklet
shows how the cord should be connected.
2. Make sure the telephone line works by
plugging a working telephone into the
same telephone outlet that the computer
was plugged into. Then make sure you
can place a call.
3. Make sure you are calling the correct
number, and that you are using the
correct communications settings. For
additional help, see the user's guide
for your communications software.
4. Make sure no one is using the telephone
while you are communicating with another
computer.
5. If some communications programs work but
others do not, there may be a
configuration problem. For additional
help, see the user's guide for your
communications software.
6. Make sure your modem cord is connected
to an analog telephone line. For
additional help, see "Input/Output
device information".
7. Make sure the modem adapter card is
installed correctly. For instructions
on installing adapter cards in a desktop
system unit, see "Installing adapter
cards". For instructions on installing
adapter cards in a minitower system unit,
see "Installing adapter cards" in a
minitower system unit, see "Installing
adapter cards".
When the computer is turned 1. Choose Startup Options from the Setup
on, a picture appears Utility main menu, and make sure that
indicating a diskette should Startup devices are set correctly.
be inserted into drive A
2. Make sure the drive power and signal
cables are securely attached to the back
of the hard disk drive. For instructions
on working in the desktop system unit.
For instructions on working in the
minitower system unit.
3. Insert the Recover diskette into drive A,
and press F1. The Recovery diskette is
the one that you were instructed to
create in First Steps. Follow the
instructions on your screen to restore
the operating system files to your
computer's hard disk.
4. If you are not able to restore the
operating system files to your computer's
harddisk or if you did not make a
Recovery diskette, check your A Guide to
HelpWare and All the Extras folder for
information on obtaining service.
NOTE: If any of these problems continue after taking the actions
listed, check your A Guide to HelpWare and All the Extras
folder for information on obtaining service.
Printer error 1. Make sure the printer cable is correctly
and securely connected to the printer and
to the parallel (printer) port on the
back of the system unit.
The printer port has this symbol next to
it to help you:
2. Make sure the printer power cord is
securely connected to an electrical
outlet.
3. Make sure the printer is ready for
printing. (If the Ready light is on,
but not flashing, the printer is ready.)
4. Make sure the correct printer driver is
selecting the software, if required. For
instructions on selecting a printer
driver, see "Installing a printer
driver".
5. Make sure the paper and the cartridge
containing the print material (ink,
ribbon, or toner) are loaded correctly.
6. Turn the printer and system unit off,
and wait 10 seconds. Now turn the
printer on first, and then the system
unit.
7. Make sure the Parallel Port option is
not set to "Disabled" in the Input/Output
Ports feature of the Setup Utility.
8. Make sure the Parallel Port Mode option
is set to a mode that matches your
printer.
9. For additional help, see the user's
guide that came with the printer.
NOTE: If any of these problems continue after taking the actions
listed, check your A Guide to HelpWare and All the Extras
folder for information on obtaining service.
Computer automatically Make sure the Standby timer is set to a
turns off instead of shorter period of time than the Automatic
entering Standby. Power Off timer.
You hear 3 beeps when you Sometimes installing new software changes the
turn the computer off. information your computer uses to start.
Installing new software sometimes changes
your AUTOEXEC.BAT file. If you installed new
software, make sure the following line is
still in the AUTOEXE.BAT file, and "REM" does
not appear at the beginning of the line:
C:\PS1TOOLS\PS1PFILE
Computer doesn't go into 1. Make sure you don't touch the mouse or
Standby or automatically keyboard, and don't start an application
power off when the set that involves using the hard disk, such
time has elapsed. as File Manager or a Windows 95 screen
saver. These activities make the timer
start over.
2. Make sure AutoPlay is disabled. When
AutoPlay is enabled, Rapid Resume detects
activity in the CD-ROM drive and keeps
the computer from going into Standby.
3. If the computer does not automatically
turn off, make sure the Automatic Power
Off option is enabled in Rapid Resume or
on the Rapid Resume menu of the Setup
Utility. For instructions on using the
Setup Utility, see page 65.
The Rapid Resume Features Check your A Guide to HelpWare and All the
screen does not appear in Extras folder for information on obtaining
the Setup Utility and the service.
Rapid Resume Manager icon
does not appear in the
"AptivaWare" window.
NOTE: If any of these problems continue after taking the actions
listed, check your A Guide to HelpWare and All the Extras
folder for information on obtaining service.
Table 7: Troubleshooting: Software problems (Continued)
When you turn the computer 1. Make sure another person hasn't used
on, the desktop is not as the computer and changed the desktop.
you left it when you turned
the computer off. 2. Check that Rapid Resume is enabled.
3. Choose Rapid Resume from the Setup
Utility main menu, and make sure that the
APM BIOS Mode option is set correctly for
the operating system you are using:
Windows: "32 Bit Protected".
OS/2 2.1: "16 Bit Protected".
4. If you are working in Windows 95, check
that "Power.EXE" is in the CONFIG.SYS
file (make sure "REM" does not appear in
front of "POWER.EXE").
Computer turns off without If you are working in Windows 95 or
saving information. OS/2 2.1:
1. Check that Rapid Resume is enabled.
2. Choose Rapid Resume from the Setup
Utility main menu, and make sure that the
APM BIOS Mode option is set correctly for
the operating system you are using:
OS/2 2.1: "16 Bit Protected" or
"16 and 32 Bit".
Windows: "32 Bit Protected".
3. Check that "POWER.EXE" is in the
CONFIG.SYS file (make sure "REM" does
not appear in front of "POWER.EXE").
4. EMM386 or an upper memory manager program
may not be set up properly. Rename the
CONFIG.SYS file in the Root (C:\)
directory (do not delete it), and use the
CONFIG.SYS file in the C:\DOS directory
by copying it to the Root (C:\)
directory. Turn the system unit off, and
then turn it on again.
(br/all-06/03/96)
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