Getting Started Troubleshooting with e-Diagtools
· HP package revision: 3.02d
To check which version of Diagtools or e-Diagtools is installed in the Utility Partition on your hard disk, proceed as follows. Restart your PC and press F10 when prompted. If you see a menu, select option 4 to run e-Diagtools hardware diagnostics. The version of e-Diagtools is displayed in the upper left corner. If you see a Diagtools welcome screen, the version is displayed on that screen.
Use this software package to update the HP Utility Partition on your hard disk with the latest supported version of HP e-Diagtools.
HP e-Diagtools is HP's new hardware diagnostics solution including pre-boot diagnostics, off-line diagnostics, BIOS updates, and e-support capabilities. The latter are enhanced when using e-Diagtools in combination with HP's support websites and HP Toptools.
This software package contains a version of e-Diagtools for HP e-PC, Vectra, Kayak and Brio computers. Other versions of Diagtools or e-Diagtools exist for HP OmniBook, Visualize and NetServers.
This software package provides an executable that installs or updates e-Diagtools version 2.50 or higher within an existing Utility Partition on your hard disk.
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Download the DOS executable file from this web site to any PC. Run it to extract the files to some directory, for example C:\TEMP\UTILPART. |
2 |
If you want to use e-Diagtools on a different PC, copy the executable UPDT<nnnn>.exe (where nnnn is the version) located in \TEMP\UTILPART on the first PC to the target PC |
3 |
On the target PC, with the operating system running, start a MS-DOS command prompt window (this will allow you to see the messages displayed by the program more easily than if you use Start > Run...) |
4 |
Run the executable from the path where it is located: C:\> \TEMP\UTILPART\UPDT<nnnn> |
5 |
Follow the instructions given and check the success/failure message displayed at the end. The most common error message is the one reporting that no Utility Partition was found on the hard disk. In that is the case, the program will do nothing. |
6 |
Once the program has run successfully, you may wish to run HP e-Diagtools to verify that it is functioning correctly. To do so, restart your computer, then press the function key F10 when prompted after the initial screen with the logotype. A menu should be displayed. |
· HP PC with a Utility Partition present on the hard disk and supporting e-Diagtools version 3.x.
· To check which version of Diagtools or e-Diagtools is supported on your PC model, refer to the Support Matrices accessible from the e-Diagtools “Software and Drivers” page on this web site.
· To check whether the Utility Partition exists and is operational on your PC, restart your system, and check whether you see a message "Press <F10> to enter HP Utility Partition or any other key to proceed" displayed for five seconds after the initial splash screen with the logotype corresponding to your system.
· The operating system must be Windows 95, 98, NT 4.0 or 2000.
· To take advantage of the e-support features of e-Diagtools, such as downloading new BIOS packages or sending the Support Ticket by e-mail, a Network Interface Card supported by HP is required. Correct IP-level settings also need to be supplied.
From this support web site, download this software package and extract the files to your hard disk. This will create a directory with the following files:
· UPDT<nnnn>.EXE (where nnnn is the version) : executable that should be copied to the target machine having a Utility Partition on the hard disk. Upon execution, this file installs the corresponding e-Diagtools version within the Utility Partition.
· Whatsnew.doc : this file.
This section is a summary of the different functions provided by e-Diagtools and how to use them. For detailed information refer to the e-Diagtools User's Guide, available from this web site under the heading “Manuals”.
1. e-Diagtools
offline hardware diagnostics utility
The e-Diagtools off-line (DOS-level) hardware diagnostics utility allows you to:
- Detect your system's hardware configuration.
- Test the basic operation of all detected hardware components.
- Test specific hardware components.
After each operation, you can save the results to a file called the "Support Ticket".
If Diagtools detects a problem with your system's hardware, you can send the Support Ticket file to your support provider. The Support Ticket will help them to provide a timely and effective solution to your system's problem.
As a new feature, the file can be sent through e-mail using one of the options on the main menu of e-Diagtools.
2. Pre-boot
diagnostics capability
A significant number of hardware problems prevent the PC from booting, even under DOS. To address this limitation, pre-boot diagnostic capability has been added to e-Diagtools. On supported HP PC models a small microcontroller on the PC s motherboard implements this
capability, which can help with a variety of issues:
- Absent or incorrectly connected processor.
- Power supply in protected mode.
- Improvements in memory failure detection.
- Video card failure.
- PCI device initialization failure.
- Corrupted BIOS
- Standardization of BIOS terminal errors.
When a problem situation is detected, the microcontroller uses the PC s buzzer to emit a sound to signal the problem, allowing both manual and automated interpretation of the problem.
For manual interpretation, the number of beeps made by the PC buzzer will identify the failing unit. For automated interpretation, the microcontroller will encode the identification of the failing part, the model of the PC and its serial number in a coded signal. Both the beeps and the coded signal will be transmitted by the microcontroller. This signal can then be transmitted over a regular phone line to a support representative, who may be equipped with the e-Diagtools Virtual Call Assistant solution.
As long as the power cord has not been disconnected from the failing PC, the last recorded error detected by the e-Buzzer can be replayed by holding down the PC s power button for six seconds.
Note that the beeps are emitted at the end of the sequence. If you wish to troubleshoot manually, you need to count the number of beeps.
As of e-Diagtools 3.01, it is also possible to emit e-buzzer sounds from the results screen of the e-Diagtools offline hardware diagnostics utility.
3. BIOS updates
Sometimes problems on PCs that may appear to be hardware-related can be solved by updating the BIOS, with or without clearing its settings. Thus e-Diagtools offers two options in its main menu:
- Update BIOS
- Update BIOS, clearing its settings
(Caution: this option will reset any BIOS settings that you may
have entered, for instance using the BIOS Setup program or HP
Toptools.)
The new BIOS is obtained from HP's support website. This feature requires correct network settings. To help obtain those settings automatically, HP makes available a Windows-based e-Diagtools LAN Configuration Agent (not included in this software package but available through HP's pre-loaded software or support website).
Currently, the URL to be used as "Update server URL" in the e-Diagtools network parameters screen is:
http://ftp.hp.com/pub/ccd/epackages/master.ini
4. Network
configuration
The two features described above:
- Sending the Support Ticket by e-mail
- BIOS updates from HP's support website
require correct network settings. These settings can be set in several ways:
- To help obtain those settings automatically, HP makes available a Windows-based e-Diagtools LAN Configuration Agent (not included in this software package, but available through HP's pre-loaded software or this support website)
- HP Toptools Device Manager (version 5.0 or higher) may be used to set these parameters. (See also section on Toptools below.)
- As of e-Diagtools 3.01, it is possible to manually edit the parameters in the network configuration screen (appropriate for advanced users only)
5. Integration with
HP Toptools
HP e-Diagtools can be used advantageously in combination with HP Toptools to benefit from e-support features. (HP Toptools 5.0 or higher is required. HP Toptools is not included in this software package, but is available from the website http://www.hp.com/toptools.)
These e-support features include:
- Remote execution of e-Diagtools on a client PC from Toptools Device Manager
- Remote access to e-Diagtools Support Ticket
- Remote update of the HP Utility Partition
- Remote configuration of e-Diagtools network settings (see item 4 above)
1. Improvements, new features
The following is a list of the main new features in e-Diagtools 3.02 compared to version
3.00:
- Access to Support Ticket Viewer
- Possibility to manually edit the IP-level parameters in the network configuration screen
- Improved connection status messages for operations accessing the network.
- More homogeneous set of screens for the hardware diagnostics tests.
- Possibility to emit sounds like with the pre-boot diagnostics capability from the e-Diagtools hardware diagnostics.
- (In the LAN Configuration Agent) support of script-based automatic proxy settings
New in 3.02d:
- Support of the UNDI network protocol
2. Extended Test
Coverage for HP e-pcs
2.1 System
Includes the following tests:
- Processor test
- DMA Controller test
- Interrupt Controller test
- Timer test
- Real Time Clock test
- CMOS Validity test
- Speaker test
- PCI System test
- MMX test
- DMI test
2.2 Memory
Includes the following tests:
- BIOS ROM test
- Parity test
- Pattern test
- Extended Pattern test
- Walking1s test
- Walking0s test
- Random Memory test
- Address test
- Refresh test
- DataBus test
- Cache Memory test
but not:
- L2 Cache Test
2.3 IDE
Includes the following tests:
- IDE Disk test, with vendor-specific tests
- IDE CD Tray test
- IDE CD Data test
- IDE CD Audio test
- IDE DVD Seek test
- IDE DVD Read test.
2.4 Video
Includes the following tests:
- VGA Controller test
- Video Memory test
- VESA Video Memory test
- AGP test
- I810 test
- Attribute test
- Page Selection test
- Color test
- Text Mode test
- Graphics Mode test
- VESA Video Modes test
- Vesa Monitor Test
but not:
- Video Matrox test
2.5 USB
A USB test is included.
2.6 Keyboard
Includes the following tests:
- Controller test
- Scan/ASCII code test
- Keyboard LED test
- Keyboard Clock Line test
- Keyboard Data line test.
2.7 Miscellaneous
Includes the following tests:
- Serial Port Hardware test
- Serial Port Internal Loopback test
- Serial Port FIFO test
- Serial Port test
- Parallel Port Hardware test
- Parallel Port Interrupt test
- Parallel Port ECP test
- Mouse test
- ACPI test
- Lan 3COM test
- Whitney Sound tests
but not:
- PCMCia test
- SMBus test
- Crystal Sound test
3. Extended Test Coverage for HP Vectra, Kayak and Brio PCs
3.1 System
Includes the following tests:
- Processor test
- DMA Controller test
- Interrupt Controller test
- Timer test
- Real Time Clock test
- CMOS Validity test
- Speaker test
- PCI System test
- MMX test
- Multi-processor test
- DMI test
3.2 Memory
Includes the following tests:
- BIOS ROM test
- Parity test
- Pattern test
- Extended Pattern test
- Walking1s test
- Walking0s test
- Random Memory test
- Address test
- Refresh test
- DataBus test
- Cache Memory test
but not:
- L2 Cache Test
3.3 FDD
Includes the following tests:
- Floppy Controller test
- Diskette Format test
- Drive Speed test
- Floppy Read test
- Elevator Seek test
- Disk Change Line test
3.4 IDE
Includes the following tests:
- IDE Disk test, with vendor-specific tests
- IDE CD Tray test
- IDE CD Data test
- IDE CD Audio test
- IDE DVD Seek test
- IDE DVD Read test.
- IDE Tape Read test
- IDE Tape Rewind test
- IDE Tape Seek test
- LS 120 Read test
- LS 120 Seek test
- LS 120 Soft Eject test
3.5 SCSI
Includes the following tests:
- SCSI Disk Overall test
- SCSI Disk Buffer test
- SCSI CDROM Buffer test
- SCSI CDROM Self test
- SCSI CDROM Tray test
- SCSI CDROM Read test
- SCSI CDROM Play test
- SCSI Tape Buffer test
- SCSI Tape Self test
- SCSI Tape Read test
- SCSI Tape Rewind test
3.6 Video
Includes the following tests:
- VGA Controller test
- Video Memory test
- VESA Video Memory test
- AGP test
- I810 test
- Attribute test
- Page Selection test
- Color test
- Text Mode test
- Graphics Mode test
- VESA Video Modes test
- Vesa Monitor Test
but not:
- Video Matrox test
3.7 USB
A USB test is included.
3.8 Keyboard
Includes the following tests:
- Controller test
- Scan/ASCII code test
- Keyboard LED test
- Keyboard Clock Line test
- Keyboard Data line test.
3.9 Miscellaneous
Includes the following tests:
- Serial Port Hardware test
- Serial Port Internal Loopback test
- Serial Port FIFO test
- Serial Port test
- Parallel Port Hardware test
- Parallel Port Interrupt test
- Parallel Port ECP test
- Sound test
- SB Compatible tests
- WSS Compatible tests
- Mouse test
- SMBus test
- Lan 3COM test
- Whitney Sound tests
- Crystal Sound test
but not:
- PCMCia test
- ACPI test
This section lists known issues with the e-Diagtools diagnostic tests (rather than the Update package):
- If a hard disk is not formatted or contains partitions that are
not formatted, the "Boot sector" test will report a warning (but
not a failure). In this case, you should format the disk or any
unformatted partitions, then re-run the test.
- When testing a high-capacity flexible disk drive, ensure that
you have inserted a ZIP disk into it.
If you do not do this, Diagtools might return invalid test
results for the high-capacity flexible disk drive.
- When running the "VESA Video Modes" tests, ensure that the
resolutions you set are within the capabilities of your
display. If you do not do this, it may damage your display.
Refer to your display manual to know which screen resolutions
are supported.
Note: when running the "VESA Video Modes" tests with resolutions
outside the capabilities of your display, your display may
become blurred or distorted, even though your system is
functioning correctly.
- Special warning for CD-RW users
Before running an IDE Advanced Test on a CD-RW drive (Tray
Test), please insert a CD media in the tray. (Any standard
CD-ROM media can be used) Having a media in the drive, you
will avoid a confusing message: "Tray already open!" (even if
closed) from the CD-RW drive.
- On some systems, the I/O table in the Support Ticket (System
Information section) may be shown with some truncated
information.
- If a SMART status is reported as bad, this does not necessarily
mean that the hard disk drive is bad and needs to be replaced.
It could be due to the firmware of the drive, or that for some
reason SMART was initialized very recently (and thus the sample
taken was not statistically significant).
To double-check, we recommend running the Advanced System Tests
or re-running the Basic System Tests.
- When using a USB floppy disk drive, it is not possible to save
the Support Ticket to a floppy disk.
- On dual-processor Kayak XM600 series 2, the speed of the second
processor will be reported to be “0 MHz” in the Support Ticket
by the BIOS. This is a known limitation.
The HP e-Diagtools diagnostics solution is delivered to you through several different media:
1. The Pre-Boot Diagnostics
This is a hardware-based feature on most new HP business PC models. If your PC cannot start at all, you can still use the pre-boot diagnostics on supported PC models (see section Functionality above).
2. The HP Utility
Partition
This is a special partition on your hard disk. If you have it on your PC, and your PC is able to run the first part of its boot sequence (be able to boot under DOS), you have access to all the e-Diagtools features.
3. CD-ROM
Distribution
e-Diagtools may have been supplied to you on a CD-ROM, such as the HP Image Library & Diagnostics System CD.
Important: in this case, you will only have access to the DOS-level hardware diagnostics utility and not the other features of e-Diagtools.
In this section you will find a short description of how to use e-Diagtools (except the e-Buzzer).
For detailed information, please refer to the User's Guide available from this web site under the heading “Manuals”.
To run e-Diagtools, once you have installed this package as described in the section Installation above, restart the PC and press the function key <F10> when prompted by a message that appears after the initial splash screen with the logotype.
After a few moments, you will see a menu with around six different options. A short explanation of the different features can be obtained through a help screen (one of the menu options).
Use option 4, run e-Diagtools, to run the diagnostic tests. Then you can use option 5, Support Ticket, to view or send the results of the diagnostic tests to your Support Provider.
Other functions include updating the BIOS by downloading a new version of the BIOS automatically from HP’s support web site.