IBM ThinkPad 760E, 760ED, 760EL, 760XD, or 760XL User's Guide

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Solving Computer Problems

(Ref #133.)

Computer problems can be caused by software, hardware, or both. You can diagnose and solve many problems with the assistance of the self-tests and system programs contained in Easy-Setup. If a hardware problem is detected by the self-tests, an error message is displayed.

The system programs can identify a problem or provide information for the service representative. Make a note of all error codes and give them to the service representative when you call for service. If the system programs cannot be loaded, the troubleshooting charts and other information will help you determine what corrective action to take.
Important

Use this chapter to test only IBM products. Non-IBM products can cause misleading error information or incorrect computer responses. When testing non-IBM products, refer to the instructions supplied with those products.


Partial Table-of-Contents

  • Common Problems and Frequently Asked Questions
  • Common Problems and Actions
  • Frequently Asked Questions and Answers
  • Testing the Computer
  • Troubleshooting Charts
  • Error Codes and Screen Messages
  • LCD Blank or Power-On Problems
  • Other General Problems
  • What If Testing Cannot Find the Problem?
  • Battery Power Problems
  • CD-ROM Drive Problems
  • Diskette Drive Problems
  • Enhanced Video/MPEG Feature Problems
  • Docking Station Problems
  • External Monitor Problems
  • Television Problems
  • Suspend and Hibernation Problems
  • Infrared Communication Problems
  • Keyboard, External Numeric Keypad, and Pointing Device Problems
  • Mwave DSP Feature Problems (Audio and Telephony)
  • Option Problems
  • PC Card Problems
  • Printer Problems
  • Software Problems
  • Getting Service
  • Using for Your Computer Problem
  • Listing Installed Options
  • Recording Identification Numbers
  • How to Receive Customer Support and Service
  • Purchasing Additional Services
  • Obtaining IBM Operating System Updates
  • About Your Warranty

  • Common Problems and Frequently Asked Questions

    (Ref #134.)    

    This section provides:



    Common Problems and Actions

       
    Problem Action (Ref #135.)
    My modem application does not work with the Mwave modem. Verify that:

    • You have started the Mwave modem as following:

      • For OS/2:

        1. Open the Mwave ThinkPad folder.

        2. Double-click on the Mwave Modem icon.
          The Mwave modem starts automatically.

      • For DOS:

        1. Type FASTCFG at the DOS prompt and press Enter.
          The FASTCFG utility opens.

        2. Select Advanced Modem; then select OK.
          The Mwave modem starts automatically.

      • For Windows, the Mwave modem starts automatically when you start Windows.

    • Your application is using COM2 as a communication port. COM2 is assigned to the Mwave modem as a default.

    • Your application's modem type is set to one of the following:

      • Mwave modem

      • Generic Hayes(**)-type modem

      • Hayes SmartModem 2400

      • Hayes modem

      • Hayes-compatible modem
      For more information:

      • For OS/2 or Windows, double-click on the Read Me icon in the Mwave ThinkPad window.

      • For DOS, see the README.TXT file in the MWD subdirectory.
    My modem application does not work with the PC Card modem. If the PC Card Director shows the PC Card modem status "Ready," add the following option switch in the CONFIG.SYS file:

    • For DOS:
           DEVICE=C:\THINKPAD\IBMDSS14.SYS /IO0=x  (or /IO1=x)
      

    • For OS/2:
           DEVICE=C:\THINKPAD\IBM2SS14.SYS /IO0=x  (or /IO1=x)
      

      Note: x shows the PC Card slot number (1 for upper slot, 2 for lower slot, or 12 for both slots) on the computer and "/IO1=" shows the slot number for a docking station or port replicator that is attached to the computer.

    My PC Card modem does not work. Your computer is equipped with a built-in Mwave modem. If you want to use the PC Card modem instead of the Mwave modem, you need to release a communications port (COM port) for the PC Card modem. Do the following:

    • For OS/2 or Windows, start the ThinkPad Features program and release a COM port for your PC Card modem by:

      • Disabling the infrared device by clicking on the
        Infrared (* Figure c79chtf4 not displayed.) icon.

      • Disabling the internal modem by clicking on the
        Modem (* Figure c79chtfb not displayed.) icon.

      • Changing the COM port for the internal modem from COM2 to COM1.
      See "Using the ThinkPad Features Program" to use the ThinkPad Features program.

    • For DOS, use the PS2 command to disable the telephony function or infrared port and to release a COM port for the PC Card modem.

      For more information or the latest tips, refer to:

      • PC Card problems on "PC Card Problems"

      • READ.ME file and PCMCIA.CRD file in the THINKPAD subdirectory of the computer
    I cannot use PC Cards other than IBM ones in the OS/2 Warp environment. If you do not have the PC Card device driver for OS/2 but you have one for DOS, your PC Card may run in the VDM (virtual DOS machine) environment. Refer to "Virtual Card Services for OS/2" for setting the VDM and the sample configuration files on the PC Card Director Diskette for OS/2. (Create the PC Card Director Diskette for OS/2 using the Diskette Factory program.)
    My computer does not show as good performance as I expected. Performance varies depending on your hardware and software configurations such as memory size, swapper file size, or smart drive settings.

    Also, close any windows you are not using; for example, when there is no CD in the CD-ROM drive, make sure the Media Player window is closed.

    Error 2XX appears (memory error). Make sure your memory card is correctly installed. (See "Installing a Memory Option".) (Ref #136.)
    A memory shortage or memory error occurs.

    • When you are using DOS, it is recommended that you use the DOS command MEM /C to review your DOS memory usage occasionally. And then:

      • Unload any unnecessary drivers from the CONFIG.SYS file. (For example, unload printer drivers if you do not use a printer.)

      • Reconfigure the UMB (upper memory block) using the DEVICEHIGH statement.

      • Use the multiple configuration setup for DOS (refer to the documents supplied with DOS).

    • When you are using Windows:

      • Try the same actions as described for DOS.

      • Unload any unnecessary programs from the WIN.INI file (for example, FUELWIN for AC operations, LRGPTR for large pointer, and so on).

    The external monitor screen is blank. Do the following:

    • Press Fn+F7.

    • Make sure the display output type parameter of the ThinkPad Features program is set to CRT (* Figure c79chtfo not displayed.) or Both (* Figure c79chtfp not displayed.).

    • In the ThinkPad Features program, set the computer not to enter suspend mode when the LCD is closed.
    The computer does not resume from suspend mode, or the suspend indicator stays on and the computer does not work. The computer automatically enters suspend or hibernation mode when the battery pack is empty. Do one of the following:

    • Replace the battery pack with a fully charged one and then press Fn.

    • Connect the AC Adapter to the computer.
    The computer does not enter suspend or hibernation mode. Verify that:

    • If the computer is attached to a Dock I, suspend mode is disabled.

    • If the computer is attached to a Dock II or SelectaDock Docking System, open the Docking Control utility and verify suspend and hibernation are not disabled. If either is disabled, enable it.

    • If you are using the AC Adapter and the computer is communicating, suspend and hibernation modes are disabled. (See "Considerations for Suspend Mode".)
    When using Windows, the pointer does not move after normal operation is resumed from one of the power-saving modes. Make sure you have installed Windows with the APM option by following the procedures on "Installing Microsoft Windows Version 3.11".

    Frequently Asked Questions and Answers


    Question Answer
    How can I expand my hard disk space?

    • Most of the preloaded applications provide a way to be uninstalled and free hard disk space. Check whether the application you want to delete has its own delete icon.

    • After creating all the necessary drivers diskettes using the Diskette Factory, you can delete the diskette files.

    How can I expand my memory? See answers to memory questions on reference #136.
    How can I get diskettes for operating systems or device drivers? You can create the operating systems diskettes or device driver diskettes by using the Diskette Factory program or any other backup programs. If you cannot use the Diskette Factory program, do the following:

    • In the U.S., access the IBM PC Company BBS to get the latest versions of device driver diskettes.

    • Purchase the operating system diskettes or device driver diskettes. Contact your IBM dealer or IBM marketing representative. (See "How to Receive Customer Support and Service" for IBM HelpWare information.)
    How can I resolve any resource conflicts (for IRQ, COM port, and other settings) that have occurred after installing a new option or a new application? See Appendix A. "System Resources" to get information about any hardware resources already used by devices in the computer.


    Testing the Computer

       

    The following shows a basic way to test the computer:

    1. Turn on the computer.

      The power-on self-test (POST) runs automatically. If the test ends without detecting an error, one of the following occurs:

      Did one of these panels appear?

      Yes
      Turn off the computer and continue with step 2.

      No
      Go to "Troubleshooting Charts".

    2. Make sure the speaker volume control is in its middle position.

    3.  Press and hold F1; then turn on the computer to start Easy-Setup. Hold F1 until the following Easy-Setup menu appears:
      * Figure c79ch402 not displayed.
      (Ref #137.)

    4. Did the Easy-Setup menu appear?

      Yes
      The computer has successfully completed the POST (internal tests), and the system programs have been loaded. To start the test programs, select the Test icon; then select the Start icon or press Enter.

      Note:
      During the test, do not touch the keyboard or the pointing device.


      * Figure c79chtes not displayed.

      • If the computer did not beep, the speaker is not working correctly. Check that the speaker volume control (see reference #11 for the location) is in its middle position. If you are not sure about the beep, turn off the computer; then turn it on again and repeat step 3. If a problem persists, have the computer serviced.

      • If you cannot go beyond the first screen, have the computer serviced.

      • If an error is detected, the character X appears at the left of the affected device, and an error code appears below it. Record the error code and have the computer serviced.

      • If the test does not find a problem but one persists, find the problem in the troubleshooting charts on "Troubleshooting Charts".

      No
      Return to step 3 and start Easy-Setup again. If you still cannot start Easy-Setup, find the problem in the troubleshooting charts starting on "Troubleshooting Charts".



    Troubleshooting Charts

    (Ref #138.)    

    In the charts, x can be any character.


    Error Codes and Screen Messages

             
    Message and Its Meaning Action
    &Icap.9990301
    &Icap.9990302
    &Icap.9990305
    

    (Incorrect connection of the hard disk drive can cause these error codes to appear.)

    The computer cannot find the startup drive. Do the following:

    1. Turn off the computer.

    2. Press and hold F1; then turn on the computer to start Easy-Setup. Hold F1 until the Easy-Setup menu appears.

    3. Select the Start up icon. If you are unable to set the startup sequence, have the computer serviced.

    4. Check the list of devices on the startup sequence box. Is the default drive listed in the startup sequence box?

      Yes
      Exit this window, and turn off the computer.

      No
      Select the Reset icon.

    5.  Is an operating system installed?

      Yes
      Go to step 7.

      No
      Install operating system in your computer.

    6. After the operating system is installed, turn off the computer.

    7.  Turn on the computer.

    If the same screen message appears, have the computer serviced.

    &Icap.99xxxxx

    (Except the above I999030x errors)

    Have the computer serviced.
    111

    (Docking station error)

    If you are using a port replicator or a docking station, disconnect it; then reconnect it.

    If there is still a problem, have the computer serviced.

    158

    (Supervisor password error)

    A hard disk drive without a hard disk password is installed when a supervisor password is set.

    The location of the hard disk drive can be one of the following: the main hard disk drive bay of the computer, the UltraBay of the computer, or the UltraBay of the SelectaDock Docking System attached to the computer.

    To solve the problem, do the following:

    1. Make sure the hard disk drive without a hard disk password is installed in the main hard disk drive bay of the computer.

      If the hard disk drive has been in the UltraBay of the SelectaDock Docking System, turn off the computer and reinstall the hard disk drive in the main hard disk drive bay.

    2. Press Enter.

    3. Type your supervisor password at the power-on password prompt.

      If error 00158 appears, press Enter to proceed to the Easy-Setup password window.

    4. Select the Supervisor icon; then press Enter.

      The same password as the supervisor password is set for the hard disk password on the hard disk drive.

    5. Turn off the computer.
    159

    (Supervisor password error)

    The hard disk password differs from the supervisor password.

    The location of the hard disk drive can be one of the following: the main hard disk drive bay of the computer, the UltraBay of the computer, or the UltraBay of the SelectaDock Docking System attached to the computer.

    To solve the problem, do the following:

    1. Make sure the hard disk drive with a hard disk drive password different from the supervisor password is installed in the main hard disk drive bay of the computer.

      If the hard disk drive has been in the UltraBay of the SelectaDock Docking System, turn off the computer and reinstall it in the main hard disk drive bay.

    2. Turn off the computer; then turn it on again.

    3. Change the hard disk password to the supervisor password at the hard disk password prompt.
    16x or 17x

    (Undefined date or configuration error)

    Follow the instructions on the screen.
    174

    (Device configuration error)

    There is a device configuration error.

    Check that the hard disk drive and the device in the UltraBay are installed firmly in the connectors.

    184

    (Invalid password error)

    The entered password is invalid. Turn off the computer and wait at least 5 seconds; then turn it on again and type the correct password.
    190

    (Critical low-battery error)

    The computer has turned off because of a critical low-battery condition.

    Connect the AC Adapter to the computer and charge the battery pack, or replace the battery pack with the fully charged one.

    195

    (Hibernation error)

    The system configuration before and after hibernation mode differs, and the computer cannot resume normal operation.

    • Change the system configuration to what it was before the computer entered hibernation mode.

    • If the memory size is changed, re-create the hibernation file (see "Creating the Hibernation File").
    196

    (Hibernation error)

    The computer cannot read the hibernation file.

    Have the computer serviced.

    2xx

    (Memory error)

    Verify that the DIMM option is correctly installed.
    30x

    (Keyboard error)

    Verify that nothing is put on the system keyboard or the external keyboard. Turn off the computer and all attached devices. Turn on the computer first; then turn on the attached devices.

    If there is still a problem, do the following:

    • If the computer has an external keyboard connected, do the following:

      • Turn off the computer and disconnect the external keyboard; then turn on the computer. If no error occurred, your external keyboard might be damaged. Have the external keyboard serviced.

      • Verify that the external keyboard is connected to the correct side of the keyboard/mouse connector (see page "Attaching an External Keyboard").

      • Verify that the keyboard/mouse connector is correctly connected to the computer.

      If the preceding items are correct, disconnect the keyboard/mouse connector from the computer and verify that the operation of the system keyboard is correct. If the system keyboard works correctly, have the keyboard/mouse connector or the external keyboard serviced.

    • Test the computer by selecting the Start icon in the Test menu of Easy-Setup.

      • If the computer stops during testing and does not continue, have the computer serviced.

    Diskette and F1 prompt.
    * Figure c79ch302 not displayed.
    Verify that the hard disk drive is correctly installed. Or, verify that the self-starting diskette is inserted correctly (with the label up and metal-shutter end first) in the diskette drive.

    If so, press F1. If both prompts remain, have the computer serviced.

    Error 163 appears with the date and time window.
    * Figure c79ch163 not displayed.
    The date and time screen appears when neither the date nor the time is set in the computer.

    Set the date and time by typing or clicking on the * Figure c79chaup not displayed. or * Figure c79chado not displayed. to set the numbers; then click on the OK button.

    Power-on password prompt.
    * Figure c79chpp not displayed.
    A power-on or supervisor password was set. To use the computer, type the correct password and press Enter (see "Setting a Power-On Password").

    If the power-on password is not accepted, a supervisor password might have been set. Type the supervisor password and press Enter.

    If there is still a problem, have the computer serviced.

    Hard disk password prompt.
    * Figure c79chhdp not displayed.
    A hard disk password was set. To use the computer, type the correct password and press Enter (see "Setting a Power-On Password").

    If there is still a problem, have the computer serviced.

    Test menu.
    * Figure c79ch700 not displayed.
    Select the Start icon and follow the instructions to test your system.

    • If you cannot go beyond the Test menu, have the computer serviced.

    • If the computer stops during testing and does not continue, have the computer serviced.

    • If testing does not find a problem but one persists, find the problem in "What If Testing Cannot Find the Problem?".

      If the test ends with an error, make a note of the error code and have the computer serviced.

    POST error prompt. (Ref #139.)
    * Figure c79ch777 not displayed.
    An error was found during the POST. Press Enter; then select Start from the Test menu to run the test.

    If the test ends with an error, make a note of the error code and have the computer serviced.

    Error prompt.
    * Figure c79ch720 not displayed.
    Turn off the computer and start Easy-Setup; then select Test to test the computer.

    If the test ends with an error, make a note of the error code and have the computer serviced.

    You can start the operating system by pressing F1 instead and ignore the error.

    DOS full-screen looks smaller.
    * Figure c79chdm1 not displayed.
    When you use a DOS application that supports only VGA mode (640-by-480 resolution) with your computer, the screen image might look slightly distorted or might appear smaller than the display size. This is to maintain compatibility with DOS applications. To expand the screen image to the same size as the actual screen, start the ThinkPad Features program and click on the Display button (* Figure c79chtf1 not displayed.); then select the screen expansion function. (However, the image may look slightly distorted.)
    A panel or message that is not listed. Turn off the computer and start Easy-Setup; then select Test to test the computer.

    If the test ends with an error, make a note of the error code and have the computer serviced.

    If you cannot start Easy-Setup, have the computer serviced.


    LCD Blank or Power-On Problems

         
    Problem Action
    The screen is blank and there are no beeps.

    Note: If you are not sure about the beeps, turn the computer off; then turn it on again, and listen to the beeps.

    Verify that:

    • The battery pack is correctly installed.

    • The AC Adapter is connected to the computer and the power cord is plugged into a working electrical outlet.

    • The computer power is on. (Turn on the power switch again for verification.)

    If the preceding items are correct and the screen remains blank, have the computer serviced.

    The screen is blank and there is one beep.

    Note: If you are using an external monitor, go to "External Monitor Problems".

    If a power-on password is set, press any key to display a power-on password prompt and then type the correct password and press Enter (see "Setting a Power-On Password").

    If a power-on password is not set, verify that the brightness control on the computer is correctly adjusted. If the preceding items are correct and the screen remains blank, have the computer serviced.

    The screen is blank and there is a continuous beep, or two or more beeps. Have the computer serviced.
    Only the cursor appears. Reinstall your operating system and turn on the computer.

    If there is still a problem, have the computer serviced.

    xxxxx KB OK appears and the computer halts. Have the computer serviced.
    The screen is unreadable or distorted. Verify that:

    • The ThinkPad display driver is installed correctly (refer to the "Installing Software" for installation instructions).

    • The refresh rate settings in the ThinkPad Features program's display setup window (under the Advanced... button) are set to your display resolution and color type.
    Incorrect characters appear on the screen. Verify that operating systems and application programs have been installed and configured correctly.

    If so, have the computer serviced.

    The screen stays on although the power switch is turned off. Press the Power Shutdown switch on the rear of the computer with the tip of a pen to turn off the computer; then turn the computer on again.
    The computer goes into suspend mode immediately after the POST. (The suspend lamp turns on.) Verify that:

    If the preceding items are correct, have the computer serviced.

    Error 190 appears and the computer immediately turns off. The battery pack is low in power. Connect the AC Adapter to the computer, or replace the battery pack with a fully charged one.
    Missing, discolored, or bright dots appear on the screen at all times. (TFT model only.) The computer LCD contains more than 1,440,000 thin-film transistors (TFTs). A small number of missing, discolored, or bright dots on the screen is an intrinsic characteristic of TFT LCD technology and is not an LCD defect.


    Other General Problems

     
    Problem Cause or Action
    The computer locks up or does not accept any input.

    • If you connect the computer to a network, and set the suspend timer, the computer might lock up when entering suspend mode. If you use a network, disable the suspend timer.

    • When you turn on the computer with OS/2 Warp installed, make sure no compact disc (CD) is in the CD-ROM drive.
      Some CDs cause the computer to lock up and accept no input when the computer is turned on with the CD installed. If the computer locks up with the CD installed in the CD-ROM drive, remove the CD, turn off the computer, and turn the computer on again.

    • To turn the computer off, press the Power Shutdown switch on the rear of the computer with the tip of a pen to turn off the computer; then turn the computer on again.

    The computer enters suspend mode automatically. The computer enters suspend mode automatically when the processor temperature is higher than a certain degree. This is not a defect.
    Performance degrades when the computer is getting hot during use. Processor speed may decrease if the computer is used under the following conditions, for thermal protection. This is not a defect.

    • The computer is used in a high-temperature environment. (See Appendix C. "Features and Specifications".)

    • The computer is getting hot because it is maintaining operations that require high power consumption for a long time.
    The computer has problems such as a broken keylock or a defective indicator lamp. Have the computer serviced.
    The computer does not turn off with the power switch. If the suspend lamp is turned on, connect the AC Adapter or install a fully charged battery pack in the computer; then resume operations.

    If there is still a problem, press the Power Shutdown switch on the rear of the computer with the tip of a pen to turn off the computer.

    The computer does not start from a diskette. Check that the startup sequence in Easy-Setup is set to start the computer from the diskette drive (see "Using the Selectable Drive-Startup Sequence").
    The keyboard cannot be opened. Check that:

    • A Kensington lock or compatible lock is not in use.

    • The security latch at the right side of the computer is unlocked. (See step 2.)

    Note: Slide the keyboard latches toward the front to open the keyboard.


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