Tuesday, January 12, 2010

Having Problems with your HP Pavilion dv6000 Notebook?

HP announced that there may be hardware issues with some (not all) with their HP Pavilion dv6000 and dv9000, and their Compaq v6000 series notebooks at 2007. The symptoms that may occur were these:

* The notebook does not detect wireless networks and the wireless adapter is not detected in the Device Manager.
* The notebook has no power and no active LEDs.
* The notebook does not start.
* The dv6000 battery charge indicator light does not turn on when the battery is installed and the AC adapter is connected.
* The notebook issues a single beep during boot indicating no power.
* There is no video on the computer LCD panel or external monitor.
* The external monitor functions but there is no image on the notebook LCD panel.

If your Notebook was affected by any of these issues, and qualifies, HP would fix it for free (including shipping charges to and from them). If your warranty wsa over, they would still fix it if it was within 1 year of the end of your warranty, they would also give you a 90-day warranty on the repair. If you warranty was still in effect, it would remain unchanged.

Full details, instructions for checking your BIOS version and updating it (if needed) and an FAQ can be found here. Please note, that this problem does not affect all notebooks within the model and serial number range.

I think it’s pretty cool of HP to fix affected notebooks even if they’re out of warranty.

There’s also a critical BIOS update that you should do (regardless of if your notebook is affected by these problems or not). Also, before sending your notebook into HP, be sure to backup all your data, as they’ll probably reset your laptop to the factory state (ie. all your data and programs gone, Vista fresh, and bloated with bloat-ware).

This actually happened to my sister’s laptop (hp pavilion dv6000), on either Friday or Saturday last week, the Wireless Adaptor stopped working. Windows could not find any networks, and the Wireless Adaptor was not showing up in the Device Manager. So, I tried reinstalling the Device Driver, but that didn’t fix it. So, I tried updating the BIOS to the latest version, and that failed to work too. I even opened up the HP Wireless Assistant, and even that didn’t see the dv6000 ac adapter. I had determined that the Wireless Adaptor was not working because of hardware problems. So, I shot an email to HP, and they told me to do what I had done already (except, they also wanted me to recover the laptop to factory state, I didn’t want to do that), and said that if the problem persisted after trying those steps, to phone HP Technical Support and explain the problem to them. I decided to try Live Chat first. I explained the problem, and what I did to troubleshoot and attempt to fix it. They were ready to setup the warranty service, but then they realize that the model in question was a Canadian model, and that I would have to phone HP Technical Support.

So, yesterday I phoned them up, and got through to somebody in about 5 minutes. I explained the problem to the guy who answered (who actually spoke English!!!) and what I did to troubleshoot it and attempt to fix it. He had me hard reset the notebook, which didn’t fix it. So, he had me plug an Ethernet cable into the notebook, to check if that worked (which I had done when the problem started, but forgot to mention it to the guy). Then, he had me power cycle my Internet Modem,checked hp dv6000 ac adapter (apparently, I also forgot to mention that the problem wasn’t with my Wireless Network, as my notebook connects to it fine). Then, he put me on hold for 5 minutes, and came back on the phone and told me that it’ll need to be sent into HP for warranty service. He explained to me that HP will send me a box through FedEx, which contains instructions, and that I should pack the notebook into the box (duh), and either get FedEx to pick it up, or to drop it off to FedEx. He said the box should arrive on Saturday (tomorrow), and that it usually takes 7-10 business days for you to get your notebook back (article on HP’s site says 10-14…). But, since Christmas is coming up soon, it might take longer. And… well, that was it, the warranty service was arranged, and all I need to do is put it in the box, and hand it over to FedEx. Pretty simple.

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