FAQ : DTI's Frequently Asked Questions

Index : Support : FAQ


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SUPPORT

Customer Service Notes

Customer Service Policy


	No Video
1.	Verify that power is connected to the computer.
2.	Verify that the monitor is on and has power.
3.	Verify that all the add-in cards are fully inserted into the /AT Bus Expansion Slot.
4.	Remove all connectors from reset, keylock, and speaker ports. If the video works after removing the connectors, review the port connection.
5.	Verify that the monitor type is the same as the video card type being used (i.e., a monochrome monitor with a monochrome card, etc.)
6.	Verify that the onboard AGP bus is enabled if using the onboard video and disabled if using offboard video.
7.	Verify that the "VGA Boot Display" option is set properly in the Setup Utility. The system can be reset 5 times to set the display mode for simultaneous display.
8.	If the product is Intel® Pentium® 4 Processor class, verify that the external 12 volts cable is connected.
9.	Make sure the memory is seated properly and if you have one DIMM make sure it's in the correct bank.

	CPU Has Locked Up (no keyboard action)
1.	If an add-in video card is installed, MONO or VGA, verify that the primary monitor is connected. With the power off, remove the unused or secondary video card.
2.	Make sure the secondary cache is disabled if the secondary cache is not installed.

	Parity Problems
1.	Verify that the memory DIMMs are inserted properly in their respective sockets.

	Keyboard Error Messages
	The following messages indicate that the POST was unable to complete the initialization of the keyboard.

	"KEYBOARD FAILURE" "KEYBOARD COntROLLER FAILURE" "KEYBOARD DATA LINE FAILURE" "KEYBOARD STUCK KEY FAILURE"

1.	Verify that there are no stuck keys on the keyboards.
2.	Verify that the keyboard is properly connected to the computer.
3.	If a switchable keyboard is used, verify that the switch is positioned for an /AT computer.

	CMOS Configuration Error
1.	This message typically indicates that the CMOS SETUP information stored in CMOS RAM does not match the hardware identified by the POST.
2.	Use the CMOS SETUP utility to verify that the FLOPPY DRIVE TYPE, FIXED DRIVE TYPE, VIDEO TYPE, and MEMORY SIZE are set correctly. If the memory configuration has changed, the CMOS SETUP information will appear to be correct. If everything appears to be correct, save the displayed configuration.
3.	If an add-in memory card is used to extend the memory capabilities of the CPU, verify that the add-in card is properly configured and the CMOS SETUP utility reflects the size of the installed memory. The memory test which executes on power up will indicate the size of both the BASE and EXTENDED memory found by the POST.
4.	If this error only occurs on a power cycle, see CONFIGURATION INFORMATION section of the manual.

	Floppy Drive Error Messages
	"FLOPPY DRIVE COntROLLER NOT FOUND"

	This message indicates that the POST was unable to initialize the floppy disk controller.

1.	Verify that only one floppy controller in the system is enabled.

	"FLOPPY DRIVE 0 NOT FOUND" "FLOPPY DRIVE 1 NOT FOUND"

	This message indicates that the POST was unable to access the designated floppy disk drive.

1.	Use the CMOS SETUP utility to verify that no drive type is specified for a drive that does not exist.
2.	Verify that the floppy cable is properly connected to the drive and controller and that conductors 10 through 16 are twisted between the controller and drive A:.
3.	Verify that the power connector is connected to the drive.

	"FLOPPY DRIVE CONFIGURATION ERROR"

	This message indicates that the drive(s) specified in the CMOS SETUP utility does not match the type of floppy detected by the POST.

1.	Use the CMOS SETUP utility to select the appropriate floppy drive installed.
2.	If no floppy drives are installed, use the CMOS SETUP utility to verify that no FLOPPY DISK TYPE is specified.

	Invalid System Configuration Data
	This message indicates that the storage space for the system configuration data does not check-sum to zero.

1.	Use the CMOS SETUP utility and change the CMOS setting "RESET CONFIGURATION DATA" to "YES".

	No Boot Disk Present
	Press F1 to Retry or F2 to Enter ROM Utilities

	This message indicates that no floppy or hard disk could be found to boot from.

1.	If booting from a floppy, verify that the disk is properly inserted and the drive door is closed.
2.	Insert a different bootable floppy disk into the drive and press <F1>.
3.	If attempting to boot from a hard disk, insert a bootable floppy disk into drive A: and press <EntER>. After booting from the floppy, verify that drive C: is accessible. Use the FDISK, or similar utility, to verify that a bootable partition exists and is not ACTIVE. Remove the floppy disk from drive A: and reset the system. If the drive cannot be accessed or partition cannot be found, the drive may need to be reformatted. CAUTION: Reformatting a drive causes the data on the drive to be lost.
4.	If attempting to boot from a hard disk, use the CMOS SETUP utility to verify that the correct FIXED DISK TYPE is configured.

	Error Reading Floppy Disk
	Press F1 to Retry or F2 to Enter ROM Utilities
	or
	Invalid Boot Sector on Floppy Disk Press F1 to Retry or F2 to Enter ROM Utilities

	This message indicates that a floppy disk appeared to be in the drive, but a valid boot sector could not be read from the disk.

1.	If booting from a floppy, verify that the disk is properly inserted and the drive door is closed.
2.	Insert a different bootable floppy disk into the drive and press <F1>.
3.	Use the CMOS SETUP utility to verify that the correct FLOPPY DISK TYPE is configured.

	Hard Drive Errors
	"Error Reading Hard Disk Press F1 to Retry or F2 to Enter ROM Utilities"
	or
	"Invalid Boot Sector on Hard Disk Press F1 to Retry or F2 to Enter ROM Utilities"

	This message indicates that the POST was unable to access the hard disk using the FIXED DISK TYPE parameters specified in the CMOS SETUP utility.

1.	Use the CMOS SETUP utility to verify that the correct FIXED DISK TYPE is configured.
2.	Insert a bootable floppy disk into drive A: and press <F1>. After booting from floppy disk, verify that the C: drive is accessible. Use the FDISK, or similar utility, to verify that a bootable partition exists and is ACTIVE. Remove the floppy disk from drive A: and reset the system. If the drive cannot be accessed or a partition cannot be found, the drive may need to be reformatted.

	"Hard Drive Controller Not Found"

1.	If no hard disk is installed, use the CMOS SETUP utility to specify NONE for FIXED DISK TYPE.
2.	If an add-in ?AT hard disk controller is being used, verify that it is properly inserted into the expansion slot.
3.	If an add-in 8-bit /XT hard disk controller is being used, use the CMOS SETUP utility to set the FIXED DISK TYPE to NONE. In some cases, /XT hard disk controllers may have to be removed from the system in order for the system to enter the CMOS SETUP utility.
4.	Verify that the primary hard disk controller is configured for I/O address 1F0h and IRQ14, and the secondary controller is configured for I/O address 170h and IRQ15.
5.	Make sure the power cable is connected properly.
6.	Use the manufacturer's documentation to verify that all jumpers are configured correctly.

	"Hard Drive Failure"

	This message indicates that the POST was unable to access the hard disk using the FIXED DISK TYPE parameters specified in the CMOS SETUP utility.

1.	Verify that the hard drive has power connected to it.
2.	Verify that the hard disk cables are connected properly.
3.	Enter the CMOS SETUP utility and verify the hard disk type. Refer to the manufacturer's specifications on the hard drive for configuration information.
4.	The drive may need to be formatted. CAUTION: This will cause loss of all data on the drive.

	"Hard Drive Configuration Error"

	This message indicates that the FIXED DISK TYPE specified in the CMOS SETUP utility was not valid. This typically occurs when the specified type has 0 for the number of cylinders.

1.	If no hard disk is being used, use the CMOS SETUP utility to set the FIXED DISK TYPE to NONE.
2.	The parameters listed in the CMOS SETUP utility must never exceed the specifications for the number of cylinders or heads. The USER DRIVE TYPE utility will allow the exact parameters of the drive to be entered.

	Serial or Parallel Port Problems
1.	Verify that the peripheral device has power and is turned on.
2.	Verify that the peripheral device is properly connected to the serial or parallel port.