HP 6735b - no post and Caps Lock, Num Lock blinking 5 times

[DuaneWong]

I will write on this forum whether the new motherboard works for me after the technician attempt to replace it in my 6735b laptop with AMD dual core processor.

[DuaneWong]

I think I read getcomputerparts.com has a 35 day warranty on their products. Maybe you can redeem the warranty if it doesn't work right away. Let me know how it works out.

-Duane

[Nicker321]

I think I will give them a chance to help, service seems to be very good....they will let me get in contact to one of their engineers.

The error seems to be neither the motherboard nor CPU or memory, seems to be one of  the connected daughterboards - but without them it will not start, too.

I will keep you informed,

best regards from Germany

[DuaneWong]

Here's a update from hp.com's engineering regarding my problem with my 6735b not booting:

    Comments added : Dec 5, 2011 6:59:05 PM GMT - by:Wong,Duane - My Phone # is {Personal Information Removed} for my Verizon smartphone.   Comments added : Dec 5, 2011 4:26:53 PM GMT S/n {Removed for privacy} P/N KR985UT#ABA   Comments added : Dec 5, 2011 2:52:22 PM GMT Dear Duane, Thank you for contacting HP Notebook Support. This email is with reference to the case {Removed for privacy}. Duane, from the issue description I understand that the unit is not booting. I sincerely appreciate your time and effort in trying to resolve the issue. However, to process further with the case I request you to provide us with the exact serial number and product number of the notebook you are referring to us the serial number {Removed for privacy} and product number {Removed for privacy} is not pulling out any details of the notebook. The serial number is a 10-digit alphanumeric character. Since we manufacture many different notebooks, the serial number allows us to determine exactly what type of notebook you have, and aids us in locating all of the technical specifications of that system. You can obtain the serial number by the following ways: 1. You can find the serial number behind the unit, next to the bar code. 2. You can find the serial number in the proof of purchase or receipt of the notebook. 3. The serial number and product number will be labeled as s/n and p/n. Please revert to us with the correct serial number and the product number; we will be glad to assist you further. Note: This case will remain open for the next three business days. In case no update notes are received during this period, the case will be closed. Therefore, we request you to update the case at your earliest convenience so that we could assist you promptly. PS: Delay in updating the case may hinder HP’s schedule to complete the repair and/ parts required to address the issue for this case based on your support contract coverage hours. Note: Please do not reply to this email, instead, we request you to use Support Case Manager (SCM) to update the case using the link below: {Personal Information Removed} Once again, thank you for contacting HP and have a wonderful day. Regards, Madan Technical Support Engineer, HP PSG Commercial Notebook Support. We aim at delivering the best in class customer service. We request you to share your valuable feedback with my manager at {Personal Information Removed}. Your feedback/ suggestions will help us serve you better.

[DuaneWong]

FR: r_kumar

***************************************************************************
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Hello Duane,

Thank you for contacting HP Notebook Support.

This email is with regard to the issue addressed by you regarding the HP Compaq 6735b Notebook PC. We would like to inform you that this case bears the case number {Removed for privacy}

>From the issue description, I understand that the unit is not booting.

According to the serial number {Removed for privacy} and the product number KR985UT#ABA provided in the case notes, our records show that the warranty period of the Notebook Battery and the entire Notebook has expired and does not entitle the system for free support.

You can check the warranty of your HP Compaq product at the following site:
<http://www1.itrc.hp.com/service/ewarranty/warrantyInput.do>

However, there are other options available. Please contact our order center at 1-800-888-9909 to
purchase the replacement part.

HP Parts Store - Lookup parts and order online
<http://h20141.www2.hp.com/hpparts/Default.asp>

For a fee, most HP Authorized Service Providers will troubleshoot your issue. To locate the nearest Authorized service Provider, click on:

For USA:
<http://h20465.www2.hp.com/GPL/search.aspx?language_code=en&country_code=us&SearchTy>

If your system no longer meets your need, you may want to consider purchasing a new HP Commercial product here:
http://instantsupport.hp.com/euserv/jsp/hpinstantsupport.jsp


Our Warranty Verification tool calculates the unit warranty based on the manufacture date. This is the default date unless the actual purchase date is provided. Under normal circumstances a change in the default warranty date requires a copy of the original sales invoice also called the Proof of Purchase.

Should the system still be under warranty according to your purchase date and you dispute the information available in our warranty verification system then, I request you to provide us the proof of purchase with the serial number of the unit.

Please fax the Proof of Purchase to the fax number {Removed for privacy} or mail the same to {Personal Information Removed} and update the case after faxing us the Proof of Purchase.

Note:
This case will remain open for the next three business days. In case no update notes are received during this period, the case will be closed. Therefore, we request you to update the case at your earliest convenience so that we could assist you promptly.

“PS: Delay in updating the case may hinder HP’s schedule to complete the repair and/ parts required to address the issue for this case based on your support contract coverage hours.”

Please do not reply to this email. Instead, use Support Case Manager (SCM) to update the case using the link below:

http://www13.itrc.hp.com/service/mcmBsc/homepageRequest.do

Once again, thank you for contacting HP and have a wonderful day.


Regards,
Madan
Technical Support Engineer, HP PSG Commercial Notebook Support.

We aim at delivering the best in class customer service. We request you to share your valuable feedback with my manager at {Removed for privacy}. Your feedback/ suggestions will help us serve you better.

[DuaneWong]

Here's a copy of a chat session with the Chat on HP.com for a tech support representative or something like that:

Problem description: Won't POST or boot to the BIOS screen and sometimes the hard drive is unreadable. Could it be a daughter board? Or, is it the NVidia graphics chip that I read on some forums is affecting booting on hp laptop/notebook computers? I ordered a new motherboard from getcomputerparts.com out of China to solve this problem, but I want to know your thoughts on this issue. Thanks ahead of time.

[Monday, December 05, 2011 2:54 PM] -- Automatically generated message:
This is an automated message. Your request has been received by the Technical Support Center and has been queued until a support analyst is available. Support for HP notebook systems is available 24hrs a day, 7 days a week. You will receive a response to your support request in 2 minutes or less.

[Monday, December 05, 2011 2:54 PM] -- Duane Wong says:
OK, I will wait for your response.

[Monday, December 05, 2011 2:55 PM] -- Duane Wong says:
I am waiting.

[Monday, December 05, 2011 2:55 PM] -- Automatically generated message:
A Support specialist, Chandrachur B has been assigned to your case.

[Monday, December 05, 2011 2:56 PM] -- Automatically generated message:
For reference, your Case ID is {Removed for privacy}

[Monday, December 05, 2011 2:56 PM] -- Duane Wong says:
anyone there?

[Monday, December 05, 2011 2:56 PM] -- Chandrachur B says:
Hello Duane, thank you for contacting HP Active Chat Support. My name is Chandrachur and I see you have a question regarding your notebook. Please give me 5 minutes to review your records. Thank you.

[Monday, December 05, 2011 2:56 PM] -- Duane Wong says:
anyone there?

[Monday, December 05, 2011 2:56 PM] -- Duane Wong says:
OK.

[Monday, December 05, 2011 2:57 PM] -- Duane Wong says:
I had to reload the page to see the active chat window.

[Monday, December 05, 2011 2:58 PM] -- Chandrachur B says:
Thank you for your patience, Duane . How are you doing today?

[Monday, December 05, 2011 2:58 PM] -- Duane Wong says:
I don't see anything on the active chat window.

[Monday, December 05, 2011 2:58 PM] -- Duane Wong says:
?

[Monday, December 05, 2011 3:00 PM] -- Duane Wong says:
I am getting a window that says to allow a program to modify my hard disk drive on the computer I am using and to type the administrative password.

[Monday, December 05, 2011 3:00 PM] -- Duane Wong says:
I do see under 'Print active chat' the entire conversation though.

[Monday, December 05, 2011 3:01 PM] -- Chandrachur B says:
May I confirm the below details:

{Removed for privacy}

[Monday, December 05, 2011 3:02 PM] -- Duane Wong says:
I'm doing ok, but I want to know about the graphics chip (nvidia) on the 6735b and if it can be resoldered or if replacing the motherboard will rectify a no boot condition.

[Monday, December 05, 2011 3:03 PM] -- Duane Wong says:
I think that's right. I just bought this laptop used from someone who said she had it only 1 year.

[Monday, December 05, 2011 3:04 PM] -- Duane Wong says:
Chandrachur is your name?

[Monday, December 05, 2011 3:04 PM] -- Chandrachur B says:
Yes, Duane

[Monday, December 05, 2011 3:05 PM] -- Chandrachur B says:
The warranty of the unit expired on 08 Oct 2009. Please take it to any hp service station

[Monday, December 05, 2011 3:06 PM] -- Duane Wong says:
I already took it to Somerset Computer and we are waiting on a new motherboard but the technician is wondering if this will solve the problem.

[Monday, December 05, 2011 3:06 PM] -- Duane Wong says:
I just want to know if you think the same thing.

[Monday, December 05, 2011 3:08 PM] -- Chandrachur B says:
Yes

[Monday, December 05, 2011 3:09 PM] -- Duane Wong says:
yes? May I ask if you think it could be a daughter board and if so which one in the vicinity of the overheat near the heat sink?

[Monday, December 05, 2011 3:09 PM] -- Duane Wong says:
It got very hot due to dust in the fan area.

[Monday, December 05, 2011 3:10 PM] -- Chandrachur B says:
This seems tobe the mother board.

[Monday, December 05, 2011 3:10 PM] -- Duane Wong says:
I've been chatting with some consumers about the same problem on the 6735b and found the same problem on a Compaq Presario laptop, and just wanted to satisfy my curiosity. Is it likely the motherboard's soldered in graphics chip?

[Monday, December 05, 2011 3:10 PM] -- Chandrachur B says:
May I know which area is heated up most?

[Monday, December 05, 2011 3:11 PM] -- Duane Wong says:
It was directly under the fan on the left hand side of the laptop that got very hot, near the heat sink under the keyboard.

[Monday, December 05, 2011 3:12 PM] -- Duane Wong says:
I'm trying to troubleshoot not for my own benefit but also others that I have been chatting and corresponding with on the Internet forums regarding hp and Compaq laptops.

[Monday, December 05, 2011 3:13 PM] -- Duane Wong says:
I am paying an hp service center that is independent to change out the motherboard, but some posts about this problem say they changed the motherboard and processor to no avail. Some say it could be a daughterboard, but which one?

[Monday, December 05, 2011 3:14 PM] -- Chandrachur B says:
You will have to change the mother board and heat sonk

[Monday, December 05, 2011 3:14 PM] -- Chandrachur B says:
**sink**

[Monday, December 05, 2011 3:16 PM] -- Duane Wong says:
Is the processor alone cooled by a heat sink and fan, or is there another heat sink for the graphics processing unit or gpu elsewhere? I heard solder can melt on the gpu and that baking it in an oven can rejoin the solder (380 deg. F) for several minutes.

[Monday, December 05, 2011 3:17 PM] -- Duane Wong says:
I've seen actual videos on youtube.com that show hp motherboards being baked and when reassembled the problem is solved with the graphics chip. It is called reflowing the motherboard.

[Monday, December 05, 2011 3:18 PM] -- Duane Wong says:
I spent $115 for the new motherboard from getcomputerparts.com that claims that it is a 'new' motherboard and not used or refurbished. It's coming any day now in the mail through ems.com.

[Monday, December 05, 2011 3:18 PM] -- Chandrachur B says:
I will check

[Monday, December 05, 2011 3:19 PM] -- Duane Wong says:
Thank you.

[Monday, December 05, 2011 3:24 PM] -- Duane Wong says:
By the way I am using Windows 8 Preview downloaded from Microsoft.com on this Acer computer I am chatting on, today. Could the Java not be updated so I have to Print active chat in order to see your responses.

[Monday, December 05, 2011 3:25 PM] -- Chandrachur B says:
This is an issue from our side.

[Monday, December 05, 2011 3:25 PM] -- Chandrachur B says:
The tool is not work ing properly

[Monday, December 05, 2011 3:26 PM] -- Chandrachur B says:
This unit does not have graphics card and hence no fan for this

[Monday, December 05, 2011 3:27 PM] -- Duane Wong says:
What I mean, is there a heat sink on the graphics chip? If so, is there a problem that you know of where the gpu heats up and melts the solder connections over time?

[Monday, December 05, 2011 3:27 PM] -- Duane Wong says:
I want to know so that when I talk to the computer repair technician that repairs things, that I know something about it.

[Monday, December 05, 2011 3:29 PM] -- Duane Wong says:
I appreciate your patience.

[Monday, December 05, 2011 3:30 PM] -- Chandrachur B says:
No, there is no heat sink on the graphics chip.

[Monday, December 05, 2011 3:30 PM] -- Duane Wong says:
I saw one video on Youtube that showed how one can put a 'penny' between the heat sink and the gpu and that with some heat paste can solve the problem of the gpu overheating.

[Monday, December 05, 2011 3:31 PM] -- Duane Wong says:
Another video showed how some people drill holes in the bottom of the case in order to get more air flow to the gpu.

[Monday, December 05, 2011 3:32 PM] -- Duane Wong says:
OK, so maybe changing the motherboard will solve this problem. I guess.

[Monday, December 05, 2011 3:33 PM] -- Chandrachur B says:
Both the heatsink and motherboard have to be changed

[Monday, December 05, 2011 3:34 PM] -- Duane Wong says:
I was told by the computer tech at Somerset computer that I was guessing by saying that the motherboard was at fault or faulty. Meanwhile, the getcomputerparts.com person, Tracy, said they test all of their boards before shipping for 20 minutes or so.

[Monday, December 05, 2011 3:35 PM] -- Duane Wong says:
Then, I saw a post from someone who had my 6735b computer who changed out the motherboard or system board, and the processor and it still would not boot to the bios screen (had a blank screen).

[Monday, December 05, 2011 3:35 PM] -- Duane Wong says:
So, I'm a bit confused.

[Monday, December 05, 2011 3:36 PM] -- Chandrachur B says:
Replacing the mother board will resolve the issue

[Monday, December 05, 2011 3:37 PM] -- Duane Wong says:
All lights light up and the caps lock and num look lights seem to blink on and off for about 5 times, is what one poster on the hp.com discussion group wrote.

[Monday, December 05, 2011 3:38 PM] -- Duane Wong says:
OK,thank you so much for your thoughts on the subject.

[Monday, December 05, 2011 3:38 PM] -- Chandrachur B says:
Please perform a dry boot on the notebook by following the below steps:
1. Turn off the unit.
2. Remove the Battery and the AC adapter from the unit.
3. Remove all the external devices attached to the unit.
4. Press and hold the power button for 15 seconds.
5. Re-plug the AC adapter and turn on the unit. Check for the occurrence of the issue

[Monday, December 05, 2011 3:38 PM] -- Duane Wong says:
OH, I did do the hard reboot or hold the button down for 15 seconds several times with the battery and power cord removed. It didn't help.

[Monday, December 05, 2011 3:39 PM] -- Duane Wong says:
I mean 'hard reset'

[Monday, December 05, 2011 3:40 PM] -- Duane Wong says:
I thank you for your time, though, and hope the new motherboard solves the problem, without replacing any of the daughter boards that are attached to it.

[Monday, December 05, 2011 3:41 PM] -- Chandrachur B says:
Yes

 

[Nicker321]

it`s an interesting conversation with the service technician of HP...he seems to be very helpless and everytimes clamed to change the mainboard and heatsink...why also the heatsink? My motherboard keeps cool and I don`t think this is the main fault.

I rember that he said that there is no heatsink at the graphics chip...of course there is, the one which covers the CPU also covers the GPU.

A few days ago I have received the new motherboard and it failed, too...5 times blinking, indicating a "general mainboard fault".

What the hell is going on there?

That`s what getcomputerparts has to say about it:

Hi

 I strongly suggest please check other parts like cpu processor, RAM or heatsink

 because we really did test the replacement very well before shipping

 I was there tested the board together with my engineer

 it is working when we shipping

Regards

Tracy

The other parts are ok, tested in other notebooks. I think I throw away this peace of s..t

best regards to all of you and good luck

[DuaneWong]

It sounds like I will need some luck to get this working if it is even economically possible. I am truly sorry I couldn't solve the problem for you using common sense and my knowledge of computers for this so called 'business' computer. This is the first time I have had an hp compaq laptop so some things may be different than the desktop hp which I bought at Walmart which has never failed me in the 5 years I have been using it.

[Nicker321]

I am a qualified electronic technician and since nearly 20 years I work as an IT professional in the company I work for, and I have repaired many notebooks, desktop pc`s and flat screens in this time.

But in all this time I have never seen such a strange error.

I will not give up 😉

[DuaneWong]

{content removed} 

The above link at least tells you what the blinking caps lock and num lock lights may mean.