Training Manual

Notebook Computer Repair

Practical Troubleshooting Tips Course: PC-01

Table of Contents
1. Overview ............................................1
Intended Audience ................................................ 1 Symbols Used in This Manual ............................ 1

7. Passwords and User Names ..........16 8. Hard Drive Backup and Recovery ........................................17
Wiping Out the Hard Drive ................................. 17

2. Disassembly ......................................2
Tips .......................................................................... 2

9. Image Recovery ...............................18

Recovery CD Types ............................................. 18 Configure to Order Models ................................. 19

3. Hardware Replacement Tables .......3 4. Problem Diagnosis ...........................6

Operating System Does Not Start ...................... 6 Computer Locks Up at Boot ................................ 6 Computer Does Not Power Up .......................... 10

5. Battery Operation and Testing .......12

Troubleshooting .................................................... 12 Reduced Battery Capacity.................................. 13 Battery Warranty .................................................. 13

10. CPU Replacement ..........................20 11. LCD Troubleshooting ....................22 12. Repair Hints ....................................24 13. Motherboard Replacement Issues .....................................................25
DMI Considerations ............................................. 25 DIP Switch Settings ............................................. 25

6. Modems .............................................14
Troubleshooting .................................................... 14

14. Model Identification .......................26

1. Features

Chapter 1 - Overview
Troubleshooting notebook computers can be a mysterious process. Unlike desktop computers, notebook computers present a challenge. Gaining access to the internal components can be quite difficult if one is not aware of hidden screws, clips and latches. In many instances, the computer is damaged when the unexpected snap is heard. Once access is gained into the inner works, the technician must also know which hardware components to remove and how to safely remove to either confirm or eliminate them as a cause of the defect.

Intended Audience
This training manual is intended for experienced computer repair technicians that repair Sony Windows 2000 and Windows XP notebook computers for authorized Sony service dealers. It covers areas such as: Recovering image, applications and drivers using Sony Recovery CD sets, and the limitations on what can and cannot be recovered with the CDs. Disassembly, reassembly and component removal issues. Troubleshooting, including how to differentiate between hardware, software and OS problems. Upgrade issues. Standards, such as the amount of defective pixels permitted on the LCD or acceptable HD noise levels. Also covered are issues such as when to and when not to wipe out the original HD image, hard drive backup issues and sending defective drives to third party HD recovery services.

Symbols Used in This Manual

? This symbol at the beginning of a paragraph indicates that the paragraph provides a tip or repair hint. N The raised hand stop symbol at the beginning of a paragraph indicates that you should stop and think before taking a course of action. X The do not enter symbol at the beginning of a paragraph is a warning indicator that the paragraph has critical information. The right pointing arrow indicates the direction to proceed when implementing keystroke or mouse actions.

1. Features

Chapter 2 - Disassembly
One of the most frustrating experiences a technician can experience is to not be able to disassemble a computer because of hidden screws, latches, hooks, etc. At times, this becomes apparent only after the unexpected snap of something breaking is heard. This is not due to poor design, but is a necessity due to the compact design and weight reduction characteristics of notebook computers. This chapter discusses some of the not so obvious methods Sony uses to hold things together and how to overcome them. It is beyond the scope of this manual to cover the actual disassembly of notebook computers ? our service manuals cover this very well.

TIPS
? ? ? Use the service manual. It is the most indispensable item when disassembling a computer. It shows where hidden screws, latches and locking devices are located and how to overcome them. All screws that must be removed when disassembling the computer or removing parts have either embossed, engraved or silk screened arrow marks pointing to the screws. Keyboard removal: On most Sony notebook computers, the keyboard is removed either by removing one screw from the bottom cover or by removing the speaker hood assembly (with one or two screws), and then removing just one additional internal screw. Some keyboards held by a bottom cover screw may also have well hidden spring-loaded tabs that must be pushed out of the way in order to remove the keyboard. Here too, the service manual is indispensable if you are not familiar with the particular model. ? ? Palm rest removal: The palm rest is secured by a number of screws from the bottom and top panels and by a few screws located below the keypad. All of these screws have arrows pointing to them. Touch pads: When removing palm rests on units that have touch pads attached to the palm rest, lift the palm rest slightly and disconnect the cable from the motherboard before fully removing the palm rest. All palm rests are connected to the main board with this ribbon cable. LCD panel removal: The two parts of the split LCD panel housing are usually held together by hidden hooks and screws. The only way to locate them or know where to push to release the hidden latches is with the service manual. Open the LCD panel flat like a book when disassembling a computer. The panel is a heavy item and if opened past 90 degrees. but not to the fully flat open position, the weight shift when parts are being removed will cause the computer to unexpectedly flip back and any loose components (screws, hard drives, etc.) will catapult out. Metallic EMI tape can be reused if it is removed slowly and gently. EMI tape is available from electronic supply distributors (MCM, etc.) Heat sink removal: Some heat sink heat transfer pads cannot be reused as they can become damaged when the heatsink is removed. Make sure to order replacement pads. They are listed in the service manuals.

? ?

3. Hardware Replacement Tables

Chapter 3 - Hardware Replacement Tables

The following three tables list by model the hardware components that are replaceable. X Caution: Do not remove or replace any components that require soldering or desoldering if the computer is covered by a Sony warranty. Replace the board if a soldered component is defective.

MODEL F SERIES CPU RAM MEMORY ACCESS HARD DRIVE OPTICAL DRIVE MODEM CMOS BATTERY Replaceable Module Access from trap door on bottom cover Remove kb to access Remove kb to access Remove mb to access FX SERIES Replaceable IC Access from trap door on bottom cover Remove kb to access Remove kb to access Access from trap door on bottom cover FXA SERIES Replaceable IC Access from trap door on bottom cover Remove kb to access Remove kb to access Access from trap door on bottom cover Rechargeable button. Remove speaker hood assy for access. Soldered to MB Soldered to MB

Rechargeable. Coin lithium. Remove KB & palm Remove access door rest for access on bottom panel for access Soldered to MB Plug in. Access from trap door on bottom cover. NA Soldered to MB Soldered to MB

DC JACK ROM IC

VIDEO BOARD

NA

NA

3. Hardware Replacement Tables

MODEL GR SERIES CPU RAM MEMORY ACCESS HARD DRIVE OPTICAL DRIVE MODEM Replaceable IC Access from trap door R505 SERIES Soldered to mb - not replaceable Remove KB to access. One module is replaceable, other is soldered Remove palm rest NA Remove palm rest & kb to access Rechargeable. Remove palm rest to access Soldered to MB Soldered to MB Plug in. Replaceable Replaceable located on sub-board Soldered to MB NA Z505 SERIES Soldered to mb - not replaceable Remove palm rest to access. One module is replaceable, other is soldered Remove KB and palm rest. NA Soldered to mb - not replaceable Rechargeable. Remove KB and palm rest to access Replaceable - modular plug in. Plug in. Remove KB and palm rest to access NA

Slide in drawer Slide in drawer Remove speaker hood to access

CMOS BATTERY DC JACK ROM IC VIDEO BOARD

3. Hardware Replacement Tables

MODEL GRX SERIES CPU RAM MEMORY ACCESS HARD DRIVE OPTICAL DRIVE MODEM CMOS BATTERY Replaceable IC Access from trap door Slide in drawer Slide in Access from trap door Rechargeable. Remove KB to access Soldered to MB Soldered to MB Plug in. Replaceable SR SERIES Soldered to mb - not replaceable Remove palm rest & kb to access Remove palm rest & kb to access NA Remove palm rest & kb to access Rechargeable. Remove kb & palm rest to access Modular replaceable Soldered to MB NA SRX SERIES Soldered to mb - not replaceable One replaceable module. Remove kb for access Access from trap door NA Remove palm rest & kb to access Rechargeable button. Remove kb & palm rest to access Modular - replaceable Soldered to MB NA Remove palm rest & kb to access

DC JACK ROM IC VIDEO BOARD Internal Plug in Wireless LAN

4. Problem Diagnosis

Chapter 4 - Problem Diagnosis

Operating System Does Not Start
This chapter describes symptoms where the computer powers up but does not start the OS (operating system) boot process. The symptoms can be broken down into two categories: 1. The Sony splash screen appears (and the jingle sounds) but the OS does not boot. A screen message may or may not appear. 2. The splash screen does not appear and the jingle does not sound.

Splash Screen Appears

Defective Hard Drive. This is a likely cause if the Sony splash screen appears but the computer does not boot the OS. A defective hard drive can be further confirmed if the BIOS menu can be accessed (by pressing F2) or an error message appears on the screen when attempting to access the hard drive. The hard drive boot sector is probably damaged or cannot be accessed due to physical damage. The hard drive should be replaced. ? ? Tip: Corroborate the hard drive failure by booting from a system floppy diskette. If the computer boots from the floppy, it further indicates that the hard drive boot sector cannot be read. Tip: The splash screen and jingle appear only after post is completed. Its appearance and the Sony jingle sound is a reliable indicator that the BIOS IC, its firmware and all other hardware that is checked by POST (especially the audio and video circuits) are functional. .

Splash Screen Does Not Appear

This is usually caused either by a hardware defect or by a corrupted or missing BIOS firmware. 1. Swap a removable BIOS IC if another one is available for testing. 2. Check the power supply regulator board for correct input and output voltages. Replace if inputs and controls are present and outputs are not present. 3. Sequentially disconnect hardware components (modem, hard drive, optical drive, LCD panel and HV fluorescent lamp inverter) to evaluate if they are loading down the power supply. 4. Replace the motherboard.

Computer Locks Up at Boot

This is an all too familiar problem that can be caused by a multitude of reasons: defective RAM memory, defective hardware, poorly written or improperly configured software, device drivers or operating system bugs. OS problems can be further divided into kernel problems, corrupted or missing system files, or configuration problems. When caused by defective hardware, the most common culprit is the hard drive. The diagnosis becomes more challenging because Windows OS based diagnostic utilities cannot run. Follow the diagnostic steps until the problem is diagnosed:
1. 2. 3.

RAM Memory. Swap RAM Memory DOS Boot. Boot from a DOS floppy or DOS CD and check hardware from DOS Boot Logging. If possible, start the computer in troubleshooting mode and enable Boot logging. See Figure 4-1 for a screen shot of the boot menu.

4. Problem Diagnosis
4.

Safe Mode . With Windows XP computers, restart in Safe Mode and run System Restore from the OS. See below. Last Known Good Configuration. Reboot to the troubleshooting menu and select Last Known Good Configuration. Temporary Hard Drive. Install a temporary hard drive in the computer and reimage it with the original system image. Disconnect Hardware. Disconnect non-core hardware components and reboot. Motherboard. Replace the motherboard.

5.

6.

7. 8.

RAM Memory
Since the OS is not accessible, use a DOS based diagnostics (PC Doctor) to test the memory. Substitute a memory module if the computer will not boot with a DOS floppy disk.

DOS Boot
Start the computer with a DOS system floppy disk. If it does not start, then a core hardware device is defective (do not disregard the motherboard as a candidate).

Boot Logging
Press F8 when the OS starts to load and select Enable Boot Logging from the menu. This boot option logs all the drivers and services that load (or fail to load) during boot. The log file is named NTBTLOG.TXT and is located in the C:\winnt. Read the log file to determine the exact cause of system startup problems. When booting in Safe Mode, a list of all the drivers and services that are loaded are appended to the boot log.

Starting Boot Logging

1.

Figure 4-1

Press the F8 key when the computer starts loading the OS and select Boot Logging from the menu list. The system will start and log every device load event to the log file. One of two things will now occur: The computer will boot into safe mode. If this occurs, read the contents of the log file with a text reader and check where a failure occurred. If the locks up, boot with a DOS system floppy diskette, copy the log file from the C:\winnt folder to the diskette and read the log file from another computer.

2.

Safe Mode
The next troubleshooting step is Safe Mode boot. It uses only the services and drivers that are absolutely necessary for minimal OS operation. Safe mode uses generic video, mouse and keyboard drivers and does not load audio and other non-essential drivers. It also bypasses all startup programs listed in the Startup folder, registry and *.INI files. Starting Safe Mode Press F8 key when the computer starts loading the OS. The menu screen is shown in the previous diagram.

4. Problem Diagnosis
1.

Select Safe Mode from the menu list and let the computer attempt to boot to the OS (do not select Safe Modem with any options). Be patientsafe mode load may take five minutes or more to load. ? If Safe Mode boot is successful, the problem is not likely to be caused by the OS kernel. The problem may be a device driver or configuration conflict.

2.

In Safe Mode, open the Device Manager and check for tagged hardware. Tagged hardware is flagged with red and yellow colors and marked with a ! or ? icon. (Yellow and ? flags indicate a driver problem and are less sinister than red and !; which indicate a serious hardware conflict.)

For yellow ? tagged items, refresh or update the driver with a compatible version. For red ! tagged items, uninstall the hardware driver, restart the computer and let PnP reinstall the device drivers.

Last Known Good Configuration

This starts the OS with a backup copy of the registry that is automatically saved when the last successful OS boot occurred. This mode will correct startup problems caused by a corrupted configuration. It is especially useful with Windows 2000 because it does not have a System Restore feature. It will not fix missing or corrupted files. When starting in this mode, any configuration changes made since the last successful startup will be lost.

Temporary Hard Drive

Temporarily connect a hard drive to the computer and image it with the original system image. N Go no further if this fixes the problem. There is nothing wrong with the hardware or the Sony supplied software. The culprit is likely to be a third-party software/drive object. Re-image the original hard drive with the original image and return the computer to the customer. ? Tip. The test hard drive does not have to be identical to the original one; it can be of any capacity or brand if it has the capacity to hold the original image plus an additional 1GB for a swap file.

Disconnect Hardware
Before replacing the motherboard, disconnect hardware, one at a time. The most likely culprits, such as memory and the hard drive, were already checked out earlier. In most computers the following hardware devices can be disconnected and the computer will still boot: Modem Optical drive LCD panel (connect monitor to VGA port to view video) Touch pad Floppy Drive

Computer Locks Up While Operating

This symptom can be caused by the same defects that cause lockups during boot, but the conflict or problem appears after the boot process has completed. When caused by software, the most likely cause is a driver or application conflict. When caused by hardware, the two most likely items are RAM memory and the hard drive. When not hardware driver or application related, lockup is likely to be caused by OS configuration problems, corrupted or missing system files or a corrupted OS kernel.

4. Problem Diagnosis
Use the following steps to diagnose the problem: (Most of the items are covered in the previous Computer Locks Up At Boot section)
1. 2. 3. 4.

Check RAM Memory. Run System Restore (for XP systems). Boot in Safe Mode. Run SFC . Restores corrupted or incorrect system files. Install Temporary HD. Replace Motherboard.

5. 6.

System Restore
Try system restore with XP computers. It allows you to step back in time and return the computer to an earlier configuration that ran properly. This may fix the problem if it is caused by software conflicts or if it is caused by new or updated drivers. Even if there is no apparent reason for the problem, it may fix the problem.

Inside System Restore

System Restore is a back to the past Window service that runs in the background, monitoring changes in files, folders and settings that are essential to the function of the OS. At regular intervals (at least once every 24 hours), it takes a picture of the systems registry, files, folders and settings, user accounts information, hardware and software settings and files required for startup. It also takes a picture when a major event occurs (such as new software or drivers being loaded). If a problem occurs, the System Restore Wizard can roll back in time the system files and registry settings to one of the previously saved settings. System Restore also takes a picture whenever the following major events occur: An unsigned driver is installed. An application that installs with InstallShield Pro 6.1 or higher, or with Windows Installer. A Windows upgrade or patch is installed. When System Restore itself is used (it photographs the existing configuration).

4. Problem Diagnosis
System Restore data is stored in file FILELIST.XML, located in \%root%\System32\Restore\ ? Tip: System Restore can also be used in safe mode.

Running System Restore:

1. From Start Button, select Help and Support. 2. Select Undo Changes To Your Computer With System Restore Restore My Computer To

An Earlier Time Next.

3. Select a restore point you want to use based on the date and description. Click Next. 4. In the Confirm restore Point Selection page, verify the settings you have chosen and click Next. 5. If the results are not satisfactory, run System Restore again, select Undo My Last Restoration,

and then try an earlier restore point.

SFC
SFC.EXE (System File Checker) is a command prompt utility that checks and corrects all protected system files to correct versions. If a file was changed by an application to an incorrect version, SFC can replace file with the correct version. (Backup copies of all system files are saved in folder: winnt\system32\dllcache.)

Running SFC
SFC is run from a command prompt:
1.

Open a command prompt window (DOS window) and enter SFC /scannow. The utility will start to scan the system files. (Be patient, the process may take half an hour or longer.) You will be prompted for action whenever an incorrect file version is found; allow the utility to replace the incorrect files. To replace files automatically without prompting, enter the command: SFC /scannow /quite ).

2.

Computer Does Not Power Up

This is always a hardware issue. The symptoms are: the power LED does not light and the current draw from the power supply does not change or changes minimally when the power switch is activated. The areas to check are:
1. 2. 3. 4.

Power Supply Safety Latch CMOS Backup Battery Defective Hardware Components

Power Supply
Confirm that the AC and/or main battery is supplying power to the computer. This is often overlooked.

Safety Latch
The safety circuit (commonly referred to as the UL protect circuit) can be triggered by a momentary electro-static discharge, a transient over-voltage or over-current spike, locking up the computer. The UL circuit remains latched if power is applied to the computer and remains latched for up to ten hours after all power is removed. ? Look for a pinhole in the bottom cover of the computer. Many computers have a pinhole in the bottom

10

4. Problem Diagnosis
cover with a push-button reset switch behind it. Insert a small paper clip into the hole and the reset switch to unlatch the UL circuit. ? On computers without a pinhole reset, remove all power sources (AC, main and CMOS) and let the computer sit for ten hours. This will unlatch the circuit.

CMOS Backup Battery Issues

Sony computers manufactured prior to the year 2000 (too numerous to list) will not power up if the CMOS battery is discharged. ? Allow the computer to idle with the AC adapter connected for at least 20 minutes and try to power up the computer again. The 20 minutes will allow the CMOS battery to recharge just enough to let the computer power up. Computers manufactured during and after 2000 will not power up with a discharged CMOS battery unless the computer is powered by the AC adapter PCG-FXxxx models have disposable coin batteries that can be replaced by removing the trap door from the bottom panel.

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5. Battery Operation and Testing

Chapter 5 - Battery Operation and Testing

Sony uses rechargeable lithium ion batteries in all of its notebook computers. Depending on the model, they are mounted either internally in a bay or connected externally in the rear. Optional larger size batteries are available for computers that use external batteries. The batteries have internal micro controllers and protection circuits that provide on/off control, short circuit protection, controls discharge currents, dynamically control charging current and a bus interface to communicate with the computer.

Dual battery computers

Full size notebook models can accommodate an additional battery in the hardware bay (the floppy or optical drive has to be removed from the bay to accommodate the second battery).

Charging and Discharging

The charging and discharging protocols when dual batteries are used are as follows: Charging The batteries are charged sequentially: the primary (in the left battery bay) battery charges first; when fully charged, charging automatically switches to the secondary battery. Discharging The batteries are discharged sequentially: the primary (in the left battery bay) battery is discharged first; when nearly discharged, power is automatically drawn from the secondary battery. ? When using dual batteries, the remaining operating time shown in the battery information applet is for both batteries combined

Testing
Battery voltage levels cannot be checked at the battery terminals without connecting the battery to a computer; the battery is shut off internally unless it gets a command from the computer to turn on. Batteries should be checked with the Battery Information utility that is provided with every VAIO brand of notebook computers. To view the battery details:
1.

Hover the cursor over the battery icon in the System Tray and it shows the remaining charge and operating time. Double click the icon and the utility will show the design capacities of the batteries, the existing full charge capacity (loss of capacity) and the remaining capacity for the current charge.

2.

? Batteries that have lost 50 percent of their capacity should be replaced.

Troubleshooting
Battery Does Not Charge
Defective Charging Circuits. Either the one in the voltage regulator board or the one in the battery may be defective.

12

5. Battery Operation and Testing

? To isolate the problem, check the battery from the secondary bay; if it charges there, then the problem is likely in the computer. Substitute another battery or try another computer if the computer does not have a secondary hardware bay. Defective Battery Connector. The battery connectoron the computer end or battery endmay have become damaged from excessive insertion force or fatigue.

Reduced Battery Capacity

The main battery should be replaced if its current full charge capacity is less than half of its design capacity. Use the battery diagnostic applet to determine the design and full charge capacities of a battery.

Battery Warranty
Batteries supplied with the computer are warranted for 30 days. Batteries purchased separately by the customer are warranted for one year.

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6. Modems

Chapter 6 - Modems
All Sony notebook computers use data pump modems (also known as Windows modems) based on Rockwell technology and AT Rockwell command sets. On most models, the modems are located on a plug-in board and on newer models they can be replaced by just removing the bottom panel trap door

Troubleshooting
So-called modem problems are caused in may instance not by modems, but by faulty phone lines, modem drivers, wrong configurations in the modem properties, user error, and problems related to the customers ISP. ? When modems do become defective, the defect may have been caused by an external source such as lightning, ESD or by plugging the modem into a digital PBX circuit. To avoid repeat repairs in such situations, the customer should be told to correct the situation.

Poor Connectivity (slow modem)

Rule out the most common problems for this symptom such as poor phone lines, poor ISP performance, incorrect dialing configurations, incorrect modem configurations, wrong driver upgrades, etc. Check for known issues or driver updates at the Sony Internet support site. The URL is http://www.ita.sel.sony.com/support/ Check out modem connectivity on a known good phone line.

No Modem Operation
Since many reasons other than a real modem defect can prevent a modem from working properly, it is important to eliminate those before condemning the modem as defective. A modem may be considered defective if it cannot put the phone line off hook, cannot get a dial tone, does not dial out or dials out but does not connect. However, these problems may also be caused by POTS (plain old telephone system), software, configuration and driver problems. ? If an identical good modem is available and the modem is accessible through a trap door, the fastest and best test method is to swap modems and recheck the computer. X Caution: Do not replace a modem with one having another part number even if the replacement appears identical. Many Sony notebook modems appear identical but have subtle hardware and firmware differences that make them mutually incompatible. Testing with HyperTerminal HyperTerminal is an excellent applet for checking modem operation. Since the demise of the BBS, many technicians are not familiar with it, but it is still included with every version of Windows. HyperTerminal allows you to check for on/off hook switching, dial tone detection, dialing ability (dial tone generation), connectivity and data transfer in one single swoop. Simply dial up a bulletin board (amazingly, some still exist) and if you connect and communicate with the BBS, then these functions are all working. To access Terminal (using Windows 2000 as an example), do the following:
1.

Open HyperTerminal: Start button Programs Accessories Communications HyperTerminal. From File menu New Connection Cancel.

2.

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6. Modems
Testing core modem hardware Place the cursor in the HyperTerminal window, type at and press ENTER (by default, keystrokes may not echo to the screen). ? Tip. The core modem hardware is functioning properly if OK or 0 appears in the HyperTerminal window. Testing off hook, dial tone detection and dialing Connect the modem to a phone line and from the HyperTerminal window type atdt and the number for another phone. Example: atdt5551212. (If your line goes through a PBX, enter atdt9,p5551212.) ? Tip. If other phone rings, then it is an indication that all of the above functions work properly.

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4. Problem Diagnosis

Chapter 7 - Passwords and Usernames

BIOS and OS passwords must be provided to you by the customer. Without a BIOS password, the computer will not get to first base. Many models have schemes that allow the technician to reset the BIOS password. These methods are confidential and should not be discussed with the customer.

BIOS Password Bypass

Sony uses three schemes to store BIOS passwords (depending on the model): 1. On some models, the password is stored in a protected area of the BIOS EEPROM. There are no reset jumpers and removing all power, including the CMOS battery, will not reset the password.

? On most models with this password scheme, the password can be reset by entering a secret
password number that is derived from the computers serial number. This number can be give to the customer, and only to the customer, by the Sony Customer Service Call Center (CISC). 2. On some models, the password is stored in a semi-volatile area of the ROM IC and is reset by removing all power, including the CMOS battery, for at least ten minutes. These models are: PCG-FX1xx through FX4xx, PCG-FXAxx, PCGR505 (all suffixes), PCG-GR1xx and GR2xx. 3. On PCG-FX610 and PCCG-FX615 models, the password is reset by removing AC power, the primary battery (OK to leave CMOS in) then shorting two trace pads on the motherboard (shown in figure 7-1) for at least ten seconds. The trace pads are easily reached after removing the memory access door on the bottom cover (use ESD protection)

OS Password Bypass
Due to the high security levels in Windows 2000 and XP operating systems, passwords cannot be bypassed and the computer will not boot into the OS without the password. ? Many hardware components can be checked with DOS diagnostic utilities without booting to W2K or XP. ? If the password is not available and the hard drive cannot be reimaged, then an alternative solution is to temporarily put in a test hard drive and image the hard drive with the original image. This will allow the hardware to be checked out. N The down side to this method is that it cannot check for driver or OS problems on the original drive.

Administrator Privileges
In many instances, you must have administrative privileges (Administrator name and password) to properly repair the computer. Many patches, upgrades, registry changes and some applications require administrative logon. ? Tip. On many computers, the administrators username and password is both administrator (it is worth a try; try in upper case, lower case or a combination of both)

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8. Passwords and User Names

Chapter 8 - Hard Drive Backup and Data Recovery

Wiping Out the Hard Drive
Wiping out the computers hard drive and re-imaging it is an extreme but acceptable repair method. In some circumstances, it is the only method that will repair a problem. It should not be done casually because it has the potential of creating customer dissatisfaction and possible financial loss to the customer. Re-imaging may be done casually if the user did not install any third party software and the computer does not have any customer data, or if the user gave prior notice of not being concerned about application or data loss.

Data Backup
N Before wiping out an image the customer must be notified that the drive will be wiped out and given the opportunity to back up the data. N Backing up hard drive data is the customers responsibility. Sony will not cover or reimburse Authorized Service Centers for any costs related to data.

Hard Drive Recovery Services

A number of independent third party companies can recover data from defective hard drives. Many have agreements with various hard drive manufacturers allowing them to open defective hard drives without voiding the warranty. Sony will cover warranty replacement of defective hard drives that were opened by a recovery service authorized by the drive manufacturer if the drive and computer are still under Sony warranty, and: The recovery company returns the defective drive to the ASC with documentation indicating that the drive was opened by the recovery service, and: The defective drive is returned to Sony together with the documentation from the recovery service.

A hard drive will not be covered under warranty if it not returned to Sony, if it was opened by other than a manufacturers authorized data recovery service, or if the document from the recovery service is not attached to the returned drive. Two companies that do recovery service are On Track and Drivesavers. They are independent companies and are not affiliated with Sony. Their web URLs are http://www.ontrack.com/datarecovery/ and http://www.drivesavers.com/. X Costs incurred by the customer or servicer in recovering hard drive data are not covered under warranty and Sony will not reimburse the authorized service center or customer for any costs related to hard drive recovery.

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9. Image Recovery

Chapter 9 - Image Recovery

Recovery CD Types
Starting in the year 02, Sony computers come with three types of recovery CDs:
1.

System Recovery CDs. These normally consist of a set of two bootable CDs that load all of the must have files and most (or all) of the applications supplied with the computer. They also partition and format the hard drive. As a rule, they will wipe out all of the existing files on the hard drive. Application Recovery CD. This CD runs from Windows and allows the user to selectively recover various applications. Driver Recovery CD. This CD contains backup copies of various drivers.

2.

3.

Prior to 02, computers came with only two sets of recover CDs: a system recovery set and an application recovery set.

Model Dependency
Sony system and application recovery CDs are designed for specific Sony models and will not work with other Sony models. All computer manufacturers that integrate a Microsoft operating system into their computer have similar schemes and their recovery CDs will not work with Sony computers.

Security Schemes
Sony uses a number of security schemes to prevent unauthorized imaging. Knowledge of these schemes is necessary to avoid problems when replacing motherboards. 1. Each BIOS IC contains a secured area called the DMI layer that stores data fields listing the recovery CD set that can be used with the computer. 2. Each recover CD is imbedded with a code that is unique to that particular recovery CD set. 3. At the start of the image recovery process, the recovery CD checks the BIOS DMI record for a match between it and the computer. The image recovery process will not run if the CD and the computer do not match. 4. On configure-to-order computers (CTO) sold with software options already loaded on the hard drive, the DMI also lists the applications that were originally loaded onto the computer. 5. Once the image process starts, the recovery CD checks the DMI record to determine which applications to load. X Pitfalls when imaging with retail OS versions. The operating systems used in Sony computers are always of a version that is newer and more updated than the retail packages available at the time of manufacture. Imaging with a retail generic OS version will invariably lead to functionality problems, because: The retail package will not be compatible with all of the software or hardware on the computer. It may lack many of the drivers necessary for the latest hardware on the computer. Some of the applications and functions available on the original image, such as memory stick and scroll wheel control, will be lost.

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9. Image Recovery

Configure to Order Models

CTO (configure to order) models come with a variety of hardware and software options. CTO models consist of units sold in the following venues: Kiosk units configured and purchased form kiosks located in Sony authorized sales dealerships. Business-to-Business units purchased by certain businesses directly from Sony. Configure to order units configured and purchased by consumers from the Sony Style website.

Hardware Options
Available hardware options are: Hard drive size Memory size and configuration Optical drive types LCD panel size CPU speed.

Not all options are available on all models. N When ordering the above part for CTO computers (including motherboards), make sure to order via the VAIO on-line parts ordering system that is currently in the process of being set up. Since the service manuals only lists standard parts and not CTO parts, this will ensure that the right part is ordered for the computer. The VAIO on-line parts ordering system will determine the correct part for the computer. Call your technical representative until this process goes on-line.

Software options
Software options are different for each model line. Most have options for W2k, XP-HE or XP-PRO operating systems and various versions of MS office XP. The other software options are too numerous (and not necessary) to list here. Many options are also operating system dependent.

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10. CPU Replacement

Chapter 10 - CPU Replacement

Overview
As indicated in the Replacement Hardware tables, Sony uses various methods to mount CPUs: directly soldered to the board; plug-in module assemblies; soldered to plug-in sub-boards; and discrete CPUs mounted in sockets.

AMD CPUs
AMD CPUs are mounted on a sliding lock socket. A screwdriver is used as a wedge lever to move the socket slider to either the locked position or unlocked position.

Intel Discrete PIII CPUs

Discrete Intel PIII CPUs are mounted on a sliding lock socket. The slider moves between the locked and unlocked positions by turning an eccentric screw from one position to the other. N Note: Sony uses three CPU socket types for Pentium P3 and P4 CPUs. The first two sockets look similar but have different locking positions. Type A sockets are embossed with closed and open lock symbols next to the screw. Type B sockets are not embossed. The diagram shows the locked and unlocked positions of both sockets.

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10. CPU Replacement

The type C socket has a corner locking screw.

On models PCG-FX150, PCG-FX170 and PCG-FX190 (including K or P suffix), replace the motherboard if the CPU is found to be loose when its heat sink is removed. Relocking the socket will not permanently fix the problem.

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11. LCD Troubleshooting

Chapter 11 - LCD Troubleshooting

No Video from LCD Panel
? Defective LCD fluorescent lamps or LCD HV inverters mimic a defective video circuit. The tell-tale sign of a lamp or inverter defect is a slightly visible video if bright light is directed at the panel.

Testing HV Inverter
X The HV inverter output voltage cannot be measured with a conventional DVM. The relatively low DVM impedance to the high frequency AC signals loads down the high impedance inverter output. ? You can make a simple go no-go inverter tester by removing a fluorescent lamp from a defective LCD panel. Connect the lamp to the inverter output and if it lights then the inverter is ok. ? You can also make a very simple HV inverter sniffer from the AM antenna rod of a discarded radio. Wind about 30 loops of very fine insulated wire on the rod, or just connect the larger antenna winding to DMM or oscilloscope and bring the winding close to the inverter. If the inverter is working, the coil will output an AC signal which may be as high as 10 volts p-p. This sniffer works through the LCD panel covers.

LCD Panel Damage

LCD Panels do not break spontaneously. This is normally caused by abuse or negligence and is not covered under warranty. (The usual scenarios for breakage are: computer flying off the seat of a car during a panic stop; closing the lid with an object on the palm rest; tripping on the power supply, modem, or other cable and it drags the computer off the desk, table etc onto the floor; running over the computer with a truck. This actually happened; the LCD panel cracked and some parts of the keyboard came off, but the computer worked fine in all other respects: this goes to prove that they dont make trucks like they used to.)

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11. LCD Troubleshooting Replacing LCD Panel and Ribbon Cables

When replacing LCD ribbon cables on PCG-Fxxx models, cut notches into the cable to match the notch pattern on the original cable. This is comparable to setting jumpers so that the characteristics of the LCD panel and video circuits match. N Replacement ribbon cables come with all notches intact. ? If the original ribbon cable is not available to check the notches, use the tables located in the back of the service manuals to set the notch pattern. Here is an example of a notch pattern for a model PCG-F650 taken from a service manual.

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11. Repair Hints

Chapter 12 - Repair Hints

Phone Line Noise
On some phone lines, a parasitic ground loop between the computer and the telephone line can create noise on the phone line if the computer is connected to the AC adapter, even if the computer is turned off. ? Disconnect the AC adapter to eliminate the noise.

LCD Panel open-close Switch

When reassembling a computer, make sure that the lever activating the LCD panel open-close switch is flipped to the correct position. Most Sony computers have a switch lever located underneath the lid latch cutout. When the lid is closed, the lid latch depresses the lever and activates the switch.

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11. Repair Hints

Chapter 13 - Motherboard Replacement Issues

DMI Considerations
N Replacing a motherboard in a computer without the correct DMI data for that model computer on the board is a guarantee that hard drive recovery will fail every time. If the computer is a configure-to-order unit, then the DMI data must be specific for that unit. Tip. Sony Service is in the process of setting up an on-line motherboard ordering process for ordering notebook hardware. The process will ask for the model name, the product code and the serial number. This will ensure that that the DMI data is customized for the target computer. See the Model Identification chapter for the location of the mode name (it is not where you think it is) and the product code. Until this process is on-line, be sure to call your technical representative before ordering a motherboard. This will ensure that the correct DMI data is on the board. When ordering more than one motherboard, make sure that each board goes into its targeted computer.

DIP Switch Settings

Identical motherboards may be used in a variety of computer models that, in turn, may also use a variety of LCD panels. In addition, a computer model line may use LCD panels from different vendors. Since different LCD panel models have different signal needs, motherboards may have a set of dip switches to change the characteristics of the signals to the panels. N When replacing a motherboard that has dip switches, set them to the same positions as in the original board. Failure to do so will cause display problems: the picture will be off center, over or under sized, unclear, or will contain artifacts. ? Tip. Use the service manual to find the correct DIP switch settings if the original settings are not available. The diagram shows a sample page from the FX200 series service manual.

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14. LCD Deflective Pixel Standards

Chapter 14 - Model Identification

Model Name
The model name is printed below the lower right corner of the LCD panel. X Do not use the model name listed on bottom cover label. It is used for administrative purposes only and does not reflect the true model name. See the picture below.

Serial Number
The serial number consists of the last set of seven digits on the lower right area of the bottom cover label. X Do not confuse the product code with the serial number. The serial number consists seven digits and is located to the right of the product code.

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08/08/02