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faq:hardware:general_troubleshooting [2015/08/28 10:39] – Shuttlefaq:hardware:general_troubleshooting [2021/11/11 09:05] (current) – Shuttle
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 ====== General Troubleshooting ====== ====== General Troubleshooting ======
-===== My Shuttle XPC no longer boots up or there is no picture displayed on the monitor. Is the motherboard defective? ===== +===== Why does my Antivirus software detect a Trojan virus on the driver CD? ===== 
-The problem does not lie with the motherboard in 90% of such cases. Please follow these steps to isolate the problem:+The ''Run.exe'' file on the driver disk is a necessary file for auto installation of all drivers. With the enhanced security system in Windows Vista and Win 7, every time the user tries to install a software or application, Windows will prompt the user to confirm the action. The purpose of the run.exe file is to obtain admin rights first so that all drivers can be installed automatically without users having to click many confirmation boxes. Since the goal of the run.exe file is to obtain admin rights, it is easy to be identified as a Trojan since most Trojan files show the same behaviour. However, we already confirmed that the Trojan detection is a **false positive**. If you are using Microsoft Security Essentials, Norton Antivirus, or Avira Antivirus software, they will not report this file as a threat, if you have your code updated. Otherwise please disable your Antivirus software before installing drivers to avoid this kind of confusion.
  
-  - Please remove all non essential components (hard drives, disk drives, card reader, etc...) The CPU and memory, along with the video card if required, can be left in place at this stage.+===== I receive I/O errors, or a blue screen with a message such as IRQ_NOT_LESS_OR_EQUAL and the computer simply reboots. ===== 
 +Most such cases are caused by defective or incompatible memory chips. As a result, you should verify whether it is compatible with the installed chipset. Some memory makers publish their own memory compatibility lists. 
 + 
 +Compatibility lists are also available on our [[https://global.shuttle.com/support/supportList|website]] 
 +In the event that your memory is not listed, we suggest that you replace it. Individual memory modules may also be defective. 
 + 
 +===== My Shuttle XPC no longer boots up or there is no picture displayed on the monitor. Is the mainboard defective? ===== 
 +The problem is not with the motherboard in 90 per cent of such cases. Please follow these steps to isolate the problem: 
 + 
 +  - Please remove all non-essential components (hard drives, disk drives, card reader, etc...) The CPU and memory, along with the video card, if required, can be left in place at this stage.
   - Please erase the CMOS by following this procedure:   - Please erase the CMOS by following this procedure:
     - Remove the electrical cord     - Remove the electrical cord
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   - Test the CPU in another system or another CPU in the current PC.    - Test the CPU in another system or another CPU in the current PC. 
   - Test the memory in another system, or different memory in the current XPC. We recommend the use of brand name memory for testing purposes.    - Test the memory in another system, or different memory in the current XPC. We recommend the use of brand name memory for testing purposes. 
-  - Test the video card in a new system or another video card in the current PC. +  - Test the video card in a new system or another video card in the current PC.
  
 ===== How to troubleshoot a computer that does not POST? ===== ===== How to troubleshoot a computer that does not POST? =====
 Sometimes it is difficult to know why a computer does not POST. A number of things could be wrong with the system including the motherboard, power supply or components. Sometimes it is difficult to know why a computer does not POST. A number of things could be wrong with the system including the motherboard, power supply or components.
  
-If the issue is being caused by a component whether it be defective or +If the issue is being caused by a component, be it defective or 
-incorrectly seated you can use these steps to narrow the problem down:+incorrectly seated, you can use these steps to narrow the problem down:
   * Power down the system.   * Power down the system.
   * Disconnect the cable from the back of your computer.   * Disconnect the cable from the back of your computer.
-  * Remove power from all external components, Hard Drive, optical drive (DVD and/or CD drive), external video card, if one is present, and use internal video, again if present. +  * Remove power from all external components, hard drive, optical drive (DVD and/or CD drive), external video card, if one is present, and use internal video, again if present. 
-  * Remove all RAM Sticks.+  * Remove all memory modules.
   * Disconnect CMOS Battery.   * Disconnect CMOS Battery.
   * Hold front power button with power cable DISCONNECTED for 30 seconds.   * Hold front power button with power cable DISCONNECTED for 30 seconds.
   * Reconnect CMOS Battery.   * Reconnect CMOS Battery.
-  * Replace one RAM module into the system. +  * Replace one memory module. 
-  * Replace video card if one was originally in the system. +  * Replace video card, if one was originally in the system. 
-  * Reconnect power cord and reboot system. +  * Reconnect power cord and reboot the system. 
-  * System will halt at POST and asks if you wish to go into BIOS or Windows.+  * System will halt at POST and ask, if you wish to enter BIOS or load Windows.
   * Choose BIOS option by pressing the DEL Key.   * Choose BIOS option by pressing the DEL Key.
-  * Navigate to the Load Optimized Defaults entry in the main screen. +  * Navigate to the Load Optimized Defaults entry on the main screen. 
-  * Choose and accept that setting to optimize the BIOS defaults. +  * Choose and accept this setting to optimise the BIOS settings. 
-  * Exit that screen and return to main BIOS screen.+  * Exit screen and return to main BIOS screen.
   * Navigate to Standard CMOS Features and make sure the date and time are accurate.   * Navigate to Standard CMOS Features and make sure the date and time are accurate.
   * Save and Exit the BIOS by pressing the F10 key.   * Save and Exit the BIOS by pressing the F10 key.
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   * Reboot system and see what happens.   * Reboot system and see what happens.
  
-If your system does not POST, please try the above procedure with one stick of RAM at a time by itself until you get a video screen. If you do not get a video screen, then something else might be wrong with your unit.+If your system does not POST, please try the above procedure with one memory module at a time by itself until you get a video screen. If you do not get a video screen, then something else might be wrong with your unit.
  
-If the system POSTs, continue attaching devices and testing each until the system is back +If the system POSTs, continue attaching devices and testing each until the system is back up. 
-up. +
  
-The above procedure should help you narrow down the issue if is being caused by a+The above procedure should help you narrow down the issue, if it is being caused by a
 component. component.
  • Last modified: 2015/08/28 10:39
  • by Shuttle