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Symptom Call Center Likely Cause
(in order)
Comments
correctly.
Keyboard
Keyboard errors —
2 characters on a
keystroke instead
of one
• Send in for repair • PT-586
• PT-DC
• Keyboard
• Damaged U10
• Shorted pins on
connectors
Keyboard errors —
no response from
key(s)
• Send in for repair • PT-DC
• PT-586
• Keyboard
• Possible bad connector
solder joints
Keyboard doesn’t
respond, audio
slow, battery
problems
• Send in for repair • PT-586 • Damaged U10
Unit Hangs or
Won’t Boot up
Won’t boot up &
no display
• Verify known good
power source
• Push reset button
• Try pulling RAM
module and re-
inserting
• Send in for repair
• PT-CPU
• RAM module
• PT-DC
• PT-586
• PT-ICON
• Swap with reference CPU
to check. Replace
original CPU if not fixed.
• Make sure RAM is seated
properly — remove and
re-install to check.
Unit hangs at
Win95 screen
during boot
• Eliminate any s/w
configuration conflicts
• Send in for repair
• PT-586 • Possible burnt R92 hangs
up audio IC
Unit locks up after
2-3 minutes
• Run BIOS upgrade
program
• Send in for repair
• PT-ICON • Corrupt EEPROM — run
BIOS upgrade
Unit goes into
suspend after
“Bridge controller”
message, won’t
resume
• Send in for repair • PT-586 • Damaged U10
TrackPoint/Cursor
Cursor pointer
drifts slightly.
• It is normal for the
cursor to drift slightly
as the circuit does
• Keyboard and
palmrest.
• Be sure keyboards are
tested with the correct
palmrest. The latest
Cursor pointer
“flying” or drifting
excessively.
a self calibrate every
once in a while
• Send in for repair.
• Mismatched
palmrest and
keyboard pair
TrackPoint sensor (CTS)
must match up with a
CTS palmrest.
Mismatched keyboards
and palmrests result in
the cursor moving
Cursor moves in
the opposite
direction of
TrackPoint
movement
in the opposite direction
of intended movement.
• Refer to Service Note
5500-04.
Miscellaneous
Loses time
• Plug AC adapter into
unit and let it charge
for at least 24 hours.
• PT-586 Philips
IC
• Refer to Service Note
5500-01 for IC problem