Advanced Troubleshooting

Diagnostic Lights

CAUTION:

Before you begin any of the procedures in this section, follow the safety instructions located in the Product Information Guide.

Your computer has four lights labeled "1," "2," "3," and "4" on the front panel to help you

troubleshoot problems (see page 59). When the computer starts normally, the lights flash. After

the computer starts successfully, all four lights turn off. If the computer malfunctions, the color and sequence of the lights identify the problem.

Light Pattern Problem Description Suggested Resolution

The computer is in a normal "off" condition or a possible pre-BIOS failure has occurred.

Plug the computer into a working electrical outlet Also see "Power Problems" in your

Owner’s Manual.

The diagnostic lights turn off after the system successfully boots to the operating system.

NOTE:

If all of the diagnostic lights are off and the system does not start, there may be a problem with the power supply or with the processor.

A processor failure was detected.

Contact Dell for technical assistance.

Memory modules are detected, but a memory failure has occurred.

• If you have two or more memory modules installed, remove the modules, reinstall one

module (see ""Installing Memory" on page 67"), and then restart the computer. If

the computer starts normally, reinstall an additional module. Continue until you have identified a faulty module or reinstalled all modules without error.

• If available, install properly working memory of the same type into your computer (see

"Installing Memory" on page 67).

• If the problem persists, contact Dell for technical assistance.

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Light Pattern Problem Description

A possible graphics failure has occurred.

Suggested Resolution

If the problem persists, contact Dell for technical assistance.

A possible floppy drive or hard drive failure has occurred.

Reseat all power and data cables and restart the computer.

A possible USB failure has occurred.

Reinstall all USB devices, check cable connections, and then restart the computer.

No memory modules are detected.

Memory modules are detected, but a memory configuration or compatibility error exists.

• If you have two or more memory modules installed, remove the modules, reinstall one

module (see "Installing Memory" on page 67), and then restart the computer. If

the computer starts normally, reinstall an additional module. Continue until you have identified a faulty module or reinstalled all modules without error.

• If available, install properly working memory of the same type into your computer (see

"Installing Memory" on page 67).

• If the problem persists, contact Dell for technical assistance.

• Ensure that no special memory module/memory connector placement

requirements exist (see "DDR2 Memory

Overview" on page 66).

• Verify that the memory modules that you are installing are compatible with your computer

(see "DDR2 Memory Overview" on page 66).

• If the problem persists, contact Dell for technical assistance.

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Advanced Troubleshooting

Light Pattern Problem Description Suggested Resolution

A possible expansion card failure has occurred.

1 Determine whether a conflict exists by removing a card and restarting the computer

(see "Cards" on page 69).

2 If the problem persists, reinstall the card that you removed, remove a different card, and then restart the computer.

3 Repeat this process for each card. If the computer starts normally, troubleshoot the last card removed from the computer for resource conflicts (see "Resolving Software and Hardware Compatibilities" in your computer Owner's Manual).

4 If the problem persists, contact Dell for technical assistance.

Another failure has occurred.

• Ensure that the cables are properly connected to the system board from the hard

drive, CD drive, and DVD drive (see "System

Board Components" on page 65).

• If there is an error message on your screen identifying a problem with a device (such as the floppy drive or hard drive), check the device to ensure that it is functioning properly.

• The operating system is attempting to boot from a device (such as the floppy drive or

hard drive); check system setup (see "System

Setup" on page 103) to make sure the boot

sequence is correct for the devices installed on your computer.

• If the problem persists, contact Dell for technical assistance.

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Light Pattern Problem Description Suggested Resolution

During normal operation, all of the diagnostic lights turn on and then turn off before the system starts.

If the system does not start, plug the computer into a working electrical outlet. Also see "Power Problems" in your Owner’s Manual.

If all four diagnostic lights stay on and the power button remains amber, a possible processor power or connection error has occurred.

NOTE:

If all of the diagnostic lights turn on then off and the system does not start, there may be a problem with the power supply or with the processor. For other possible solutions, see

"Power Problems" in your Owner's Manual.

Unplug the power supply and check the 4-pin processor power cable connection (see

"System Board Components" on page 65).

If there are no power problems and the system does not start, contact Dell for technical assistance.

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Advanced Troubleshooting

Dell Diagnostics

CAUTION:

Before you begin any of the procedures in this section, follow the safety instructions located in the Product Information Guide.

If you experience a problem with your computer, perform the checks in "Solving Problems" (see

page 31) and run the Dell Diagnostics before you contact Dell for technical assistance.

NOTICE:

The Dell Diagnostics works only on Dell™ computers.

1 Turn on (or restart) your computer.

2 When the DELL™ logo appears, press <F12> immediately.

If you wait too long and the operating system logo appears, continue to wait until you see the

Microsoft

®

Windows

®

desktop. Then shut down your computer (see page 57) and try again.

3 When the boot device list appears, highlight Boot to Utility Partition and press <Enter>.

4 When the Dell Diagnostics Main Menu appears, select the test you want to run (see

page 51).

Dell Diagnostics Main Menu

1 After the Dell Diagnostics loads and the Main Menu screen appears, click the button for the option you want.

Option

Express Test

Extended Test

Custom Test

Symptom Tree

Function

Performs a quick test of devices. This test typically takes 10 to

20 minutes and requires no interaction on your part. Run

Express Test first to increase the possibility of tracing the problem quickly.

Performs a thorough check of devices. This test typically takes an hour or more and requires you to answer questions periodically.

Tests a specific device. You can customize the tests you want to run.

Lists the most common symptoms encountered and allows you to select a test based on the symptom of the problem you are having.

2 If a problem is encountered during a test, a message appears with an error code and a description of the problem. Write down the error code and problem description and follow the instructions on the screen.

If you cannot resolve the error condition, contact Dell (see page 114 ).

NOTE:

The Service Tag for your computer is located at the top of each test screen. If you contact Dell, technical support will ask for your Service Tag.

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51

3 If you run a test from the Custom Test or Symptom Tree option, click the applicable tab described in the following table for more information.

Tab

Results

Errors

Help

Configuration

Function

Displays the results of the test and any error conditions encountered.

Displays error conditions encountered, error codes, and the problem description.

Describes the test and may indicate requirements for running the test.

Displays your hardware configuration for the selected device.

The Dell Diagnostics obtains configuration information for all devices from system setup, memory, and various internal tests, and it displays the information in the device list in the left pane of the screen. The device list may not display the names of all the components installed on your computer or all devices attached to your computer.

Allows you to customize the test by changing the test settings.

Parameters

4 Close the test screen to return to the Main Menu screen. To exit the Dell Diagnostics and restart the computer, close the Main Menu screen.

Drivers

What Is a Driver?

A driver is a program that controls a device such as a printer, mouse, or keyboard. All devices require a driver program.

A driver acts like a translator between the device and any other programs that use the device.

Each device has its own set of specialized commands that only its driver recognizes.

Dell ships your computer to you with required drivers already installed—no further installation or configuration is needed.

Many drivers, such as the keyboard driver, come with your Microsoft

®

Windows

®

operating system. You may need to install drivers if you:

• Upgrade your operating system.

• Reinstall your operating system.

• Connect or install a new device.

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Advanced Troubleshooting

Identifying Drivers

If you experience a problem with any device, identify whether the driver is the source of your problem and, if necessary, update the driver.

Windows XP

1 Click the Start button and click Control Panel.

2 Under Pick a Category, click Performance and Maintenance.

3 Click System.

4 In the System Properties window, click the Hardware tab.

5 Click Device Manager.

6 Scroll down the list to see if any device has an exclamation point (a yellow circle with a [!]) on the device icon.

If an exclamation point is next to the device name, you may need to reinstall the driver or install a new driver.

Reinstalling Drivers

NOTICE:

The Dell Support website at support.dell.com provides approved drivers for Dell™ computers.

If you install drivers obtained from other sources, your computer might not work correctly.

Using Windows XP Device Driver Rollback

If a problem occurs on your computer after you install or update a driver, use Windows XP Device

Driver Rollback to replace the driver with the previously installed version.

1 Click the Start button and click Control Panel.

2 Under Pick a Category, click Performance and Maintenance.

3 Click System.

4 In the System Properties window, click the Hardware tab.

5 Click Device Manager.

6 Right-click the device for which the new driver was installed and click Properties.

7 Click the Drivers tab.

8 Click Roll Back Driver.

If Device Driver Rollback does not resolve the problem, then use System Restore to return your computer to the operating state that existed before you installed the new driver.

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Manually Reinstalling Drivers

1 After copying the required driver files to your hard drive, click the Start button and right-click

My Computer.

2 Click Properties.

3 Click the Hardware tab and click Device Manager.

4 Double-click the type of device for which you are installing the driver.

5 Double-click the name of the device for which you are installing the driver.

6 Click the Driver tab and click Update Driver.

7 Click Install from a list or specific location (Advanced) and click Next.

8 Click Browse and browse to the location to which you previously extracted the driver files.

9 When the name of the appropriate driver appears, click Next.

10 Click Finish and restart your computer.

Resolving Software and Hardware Incompatibilities

If a device is either not detected during the operating system setup or is detected but incorrectly configured, you can use the Hardware Troubleshooter to resolve the incompatibility.

To resolve incompatibilities using the Hardware Troubleshooter:

1 Click the Start button and click Help and Support.

2 Type hardware troubleshooter

in the Search field and click the arrow to start the search.

3 Click Hardware Troubleshooter in the Search Results list.

4 In the Hardware Troubleshooter list, click I need to resolve a hardware conflict on my computer, and click Next.

Restoring Your Operating System

You can restore your operating system in the following ways:

• Microsoft Windows XP System Restore returns your computer to an earlier operating state without affecting data files.

• Dell PC Restore by Symantec restores your hard drive to the operating state it was in when you purchased the computer. Dell PC Restore permanently deletes all data on the hard drive and removes any applications installed after you received the computer.

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Advanced Troubleshooting

Using Microsoft

®

Windows

®

XP System Restore

The Microsoft Windows XP operating system provides System Restore to allow you to return your computer to an earlier operating state (without affecting data files) if changes to the hardware, software, or other system settings have left the computer in an undesirable operating state. See the

Windows Help and Support Center for information on using System Restore.

NOTICE:

Make regular backups of your data files. System Restore does not monitor your data files or recover them.

NOTE:

The procedures in this document were written for the Windows default view, so they may not work if you set your Dell™ computer to the Windows Classic view.

Creating a Restore Point

1 Click the Start button and click Help and Support.

2 Click System Restore.

3 Follow the instructions on the screen.

Restoring the Computer to an Earlier Operating State

If problems occur after you install a device driver, use Device Driver Rollback (see page 53) to

resolve the problem. If that is unsuccessful, then use System Restore.

NOTICE:

Before you restore the computer to an earlier operating state, save and close any open files and exit any open programs. Do not alter, open, or delete any files or programs until the system restoration is complete.

1 Click the Start button, point to All Programs→ Accessories→ System Tools, and then click

System Restore.

2 Ensure that Restore my computer to an earlier time is selected and click Next.

3 Click a calendar date to which you want to restore your computer.

The Select a Restore Point screen provides a calendar that allows you to see and select restore points. All calendar dates with available restore points appear in boldface type.

4 Select a restore point and click Next.

If a calendar date has only one restore point, then that restore point is automatically selected.

If two or more restore points are available, click the restore point that you prefer.

5 Click Next.

The Restoration Complete screen appears after System Restore finishes collecting data and then the computer restarts.

6 After the computer restarts, click OK.

To change the restore point, you can either repeat the steps using a different restore point, or you can undo the restoration.

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55

Undoing the Last System Restore

NOTICE:

Before you undo the last system restore, save and close all open files and exit any open programs. Do not alter, open, or delete any files or programs until the system restoration is complete.

1 Click the Start button, point to All Programs→ Accessories→ System Tools, and then click

System Restore.

2 Click Undo my last restoration and click Next.

Enabling System Restore

If you reinstall Windows XP with less than 200 MB of free hard-disk space available, System

Restore is automatically disabled. To see if System Restore is enabled:

1 Click the Start button and click Control Panel.

2 Click Performance and Maintenance.

3 Click System.

4 Click the System Restore tab.

5 Ensure that Turn off System Restore is unchecked.

Using Dell™ PC Restore by Symantec

NOTE:

Dell PC Restore is not available in all countries.

Use Dell PC Restore by Symantec only as the last method to restore your operating system. PC

Restore restores your hard drive to the operating state it was in when you purchased the computer.

Any programs or files added since you received your computer — including data files—are permanently deleted from the hard drive. Data files include documents, spreadsheets, e-mail messages, digital photos, music files, and so on. If possible, back up all data before using PC

Restore.

NOTICE:

Using PC Restore permanently deletes all data on the hard drive and removes any applications or drivers installed after you received your computer. If possible, back up the data before using PC

Restore.

To use PC Restore:

1 Turn on the computer and watch the keyboard status lights.

2 Immediately upon seeing the lights flash, press <Ctrl><F11>.

If you do not press <Ctrl><F11> in time, let the computer finish restarting, and then restart the computer again.

NOTICE:

If you do not want to proceed with PC Restore, click Reboot in the following step.

3 On the next screen that appears, click Restore.

4 On the next screen, click Confirm.

The restore process takes approximately 6–10 minutes to complete.

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Advanced Troubleshooting

5 When prompted, click Finish to reboot the computer.

NOTE:

Do not manually shut down the computer. Click Finish and let the computer completely reboot.

6 When prompted, click Yes.

The computer restarts. Because the computer is restored to its original operating state, the screens that appear, such as the End User License Agreement, are the same ones that appeared the first time the computer was turned on.

7 Click Next.

The System Restore screen appears and the computer restarts.

8 After the computer restarts, click OK.

Removing Dell PC Restore

NOTICE:

Removing Dell PC Restore from the hard drive permanently deletes the PC Restore utility from your computer. After you have removed Dell PC Restore, you will not be able to use it to restore your computer’s operating system.

Dell PC Restore enables you to restore your hard drive to the operating state it was in when you purchased your computer. It is recommended that you do not remove PC Restore from your computer, even to gain additional hard-drive space. If you remove PC Restore from the hard drive, you cannot ever recall it, and you will never be able to use PC Restore to return your computer’s operating system to its original state.

To remove PC Restore:

1 Log on to the computer as a local administrator.

2 In Windows Explorer, go to c:\dell\utilities\DSR.

3 Double-click the filename DSRIRRemv2.exe.

NOTE:

If you do not log on as a local administrator, a message appears stating that you must log on as administrator. Click Quit, and then log on as a local administrator.

NOTE:

If the partition for PC Restore does not exist on your computer’s hard drive, a message appears stating that the partition was not found. Click Quit; there is no partition to delete.

4 Click OK to remove the PC Restore partition on the hard drive.

5 Click Yes when a confirmation message appears.

The PC Restore partition is deleted and the newly available disk space is added to the free space allocation on the hard drive.

6 Right-click Local Disk (C) in Windows Explorer, click Properties, and verify that the additional disk space is available as indicated by the increased value for Free Space.

7 Click Finish to close the PC Restore Removal window.

8 Restart the computer.

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