Dell | Precision KR019 | Specifications | Dell Precision KR019 Specifications

Dell Precision™ R5400
Setup and Quick Reference Guide
This guide provides an overview of features, specifications, and quick setup,
software, and troubleshooting information for your computer. For more
information about your operating system, devices, and other technologies, see
the Dell Technology Guide at support.dell.com.
Model WMTE01
w w w. d e l l . c o m | s u p p o r t . d e l l . c o m
Notes, Notices, and Cautions
NOTE: A NOTE indicates important information that helps you make better use of
your computer.
NOTICE: A NOTICE indicates either potential damage to hardware or loss of data
and tells you how to avoid the problem.
CAUTION: A CAUTION indicates a potential for property damage, personal injury,
or death.
If you purchased a Dell™ n Series computer, any references in this document to
Microsoft® Windows® operating systems are not applicable.
____________________
Information in this document is subject to change without notice.
© 2008 Dell Inc. All rights reserved.
Reproduction in any manner whatsoever without the written permission of Dell Inc. is strictly
forbidden.
Trademarks used in this text: Dell, Dell Precision, DellConnect, Dell MediaDirect, and the DELL logo
are trademarks of Dell Inc.; Intel and Xeon are registered trademarks of Intel Corporation in the U.S.
and other countries; Bluetooth is a registered trademark owned by Bluetooth SIG, INC., and is used
by Dell under license; Microsoft, Windows, Windows Vista, and the Windows Vista start button logo
are either trademarks or registered trademarks of Microsoft Corporation in the United States and/or
other countries.
Other trademarks and trade names may be used in this document to refer to either the entities claiming
the marks and names or their products. Dell Inc. disclaims any proprietary interest in trademarks and
trade names other than its own.
This product incorporates copyright protection technology that is protected by method claims of certain
U.S. patents and other intellectual property rights owned by Macrovision Corporation and other rights
owners. Use of this copyright protection technology must be authorized by Macrovision Corporation,
and is intended for home and other limited viewing uses only unless otherwise authorized by
Macrovision Corporation. Reverse engineering or disassembly is prohibited.
Model WMTE01
June 2008
P/N KR019
Rev. A00
Contents
1
About Your Computer .
. . . . . . . . . . . . . . . .
7
Front View
. . . . . . . . . . . . . . . . . . . . . . . . .
7
Back View
. . . . . . . . . . . . . . . . . . . . . . . . .
7
Back Panel Connectors
2
. . . . . . . . . . . . . . . . . .
Setting Up Your Computer .
Quick Setup
8
. . . . . . . . . . . .
9
. . . . . . . . . . . . . . . . . . . . . . . .
9
Connecting to the Internet .
. . . . . . . . . . . . . . .
Setting Up Your Internet Connection .
. . . . . . .
Transferring Information to a New Computer .
Microsoft Windows Vista .
13
13
. . . . .
15
. . . . . . . . . . . . .
15
. . . . . . . . . . . . . .
15
. . . . . . . . . . . . . . . . . . . . .
19
Microsoft Windows XP .
3
Specifications
4
Troubleshooting .
. . . . . . . . . . . . . . . . . . .
Troubleshooting Tools .
29
. . . . . . . . . . . . . . . . .
29
Power Light .
. . . . . . . . . . . . . . . . . . . .
29
Beep Codes .
. . . . . . . . . . . . . . . . . . . .
30
Error Messages .
. . . . . . . . . . . . . . . . . .
System Messages
. . . . . . . . . . . . . . . . .
Contents
32
37
3
Troubleshooting Software and Hardware
Problems . . . . . . . . . . . . . . . . .
. . . . .
38
Dell Diagnostics .
. . . . . . . . . . . . . . . . . .
39
Troubleshooting Tips .
. . . . . . . . . . . . . . . . . .
44
Power Problems
. . . . . . . . . . . . . . . . . .
45
Memory Problems
. . . . . . . . . . . . . . . . .
. . . . . . . . .
47
. . . . . . . . . . .
49
. . . . . . . . . . . . . . . . .
49
Lockups and Software Problems .
Dell Technical Update Service
Dell Support Utility
5
Reinstalling Software
Drivers
. . . . . . . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . . .
Identifying Drivers
. . . . . . . . . . . . . . . . .
Restoring Your Operating System
51
51
52
. . . . . . . . . . . .
55
Using Microsoft Windows System Restore .
. . . .
56
Using Dell Factory Image Restore and Dell
PC Restore . . . . . . . . . . . . . . . . .
. . . .
57
. . . . . . . .
60
Using the Operating System Media .
6
Finding Information
7
Getting Help .
. . . . . . . . . . . . . . . .
63
. . . . . . . . . . . . . . . . . . . . .
65
Obtaining Assistance
. . . . . . . . . . . . . . . . . .
DellConnect™ .
65
. . . . .
66
. . . . . . . . . . . . . . . . . . .
66
Technical Support and Customer Service
Online Services .
. . . . . . . . . . . . . . . . . .
AutoTech Service .
. . . . . . . . . . . . . . . . .
Automated Order-Status Service .
Contents
51
. . . . . . . . . .
Reinstalling Drivers and Utilities
4
46
. . . . . . . . .
66
67
67
Problems With Your Order .
Product Information
. . . . . . . . . . . . . . .
67
. . . . . . . . . . . . . . . . . . .
68
Returning Items for Warranty Repair or Credit
Index
. . . . .
68
Before You Call
. . . . . . . . . . . . . . . . . . . . .
69
Contacting Dell
. . . . . . . . . . . . . . . . . . . . .
71
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
73
Contents
5
6
Contents
About Your Computer
Front View
1 23
4
5
6
7
1
power button, power light
2
drive activity light
3
network activity lights (2)
4
diagnostic lights (4)
5
USB 2.0 connectors (2)
6
optical drive
7
optical drive eject button
8
hard drive bays (2)
8
Back View
2
1
3
1
power connector
3
back panel connectors
2
expansion card slots
About Your Computer
7
Back Panel Connectors
1
2
3
12 11 10 9
1
8
4
8
7
6
5
network link integrity light
2
network adapter connector (primary)
3
network activity light
4
line-out connector
5
line-in connector
6
serial connectors (2)
7
keyboard connector
8
mouse connector
9
USB 2.0 connectors (3)
10
network activity light
11
network adapter connector
(secondary)
12
network link integrity light
About Your Computer
Setting Up Your Computer
Quick Setup
CAUTION: Before you begin any of the procedures in this section, read and follow
the safety instructions provided with your computer.
This section describes the steps to set up your computer for the first time.
1 Unpack your computer and identify each item.
Keep all shipping materials in case you need them later.
NOTE: Some items included with your computer may not be required for
installation (see your rack installation documentation for installation
instructions).
Setting Up Your Computer
9
2 Install the rails and the computer in the rack.
See your rack installation documentation for safety instructions and
instructions on installing your computer in a rack.
3 Connect the keyboard and mouse.
10
Setting Up Your Computer
4 Connect the monitor (optional).
5 Connect the computer and monitor (optional) power cables.
Setting Up Your Computer
11
6 Attach the power cable retention bracket on the right bend of the power
supply handle. Bend the power cable into a loop as shown in the
illustration and attach the cable to the bracket’s cable clasp.
7 Plug the other end of the power cable into a grounded electrical outlet or a
separate power source such as an uninterrupted power supply (UPS) or a
power distribution unit (PDU).
8 Press the power button on the computer and monitor (optional).
Adjust the monitor's controls, as needed, until the displayed image is
satisfactory.
12
Setting Up Your Computer
9 Install the bezel (optional).
Connecting to the Internet
NOTE: ISPs and ISP offerings vary by country.
To connect to the Internet, you need a network connection and an Internet
service provider (ISP). Contact your ISP for setup instructions.
Setting Up Your Internet Connection
To set up an Internet connection with an ISP desktop shortcut:
1 Save and close any open files, and exit any open programs.
2 Double-click the ISP icon on the Microsoft® Windows® desktop.
3 Follow the instructions on the screen to complete the setup.
If you do not have an ISP icon on your desktop or if you want to set up an
Internet connection with a different ISP, perform the steps in the appropriate
section below.
NOTE: If you are having problems connecting to the Internet, see your Dell
Technology Guide at support.dell.com. If you cannot connect to the Internet, but
have successfully connected in the past, your ISP may have a service outage.
Contact your ISP to check the service status, or try connecting again later.
NOTE: Have your ISP information ready. If you do not have an ISP, the Connect to
the Internet wizard can help you get one.
Setting Up Your Computer
13
Microsoft Windows Vista®
1 Save and close any open files, and exit any open programs.
2 Click the Windows Vista Start button™
Panel.
, and then click Control
3 Under Network and Internet, click Connect to the Internet.
The Connect to the Internet window appears.
4 In the Connect to the Internet window, click either Broadband (PPPoE)
or Dial-up, depending on how you want to connect:
•
Choose Broadband if you are using a DSL, satellite modem, cable TV
modem, or Bluetooth® wireless technology connection.
•
Chose Dial-up if you are using a dial-up modem or ISDN.
NOTE: If you do not know which type of connection to select, click Help me
choose or contact your ISP.
5 Follow the instructions on the screen and use the setup information
provided by your ISP to complete the setup.
Microsoft Windows XP
1 Save and close any open files, and exit any open programs.
2 Click Start→ Internet Explorer.
The New Connection Wizard appears.
3 Click Connect to the Internet.
4 In the next window, click the appropriate option:
•
If you do not have an ISP and want to select one, click Choose from a
list of Internet service providers (ISPs).
•
If you have already obtained setup information from your ISP but you
did not receive a setup CD, click Set up my connection manually.
•
If you have a CD, click Use the CD I got from an ISP.
5 Click Next.
If you selected Set up my connection manually, continue to step 6.
Otherwise, follow the instructions on the screen to complete the setup.
14
Setting Up Your Computer
6 Click the appropriate option under How do you want to connect to the
Internet?, and then click Next.
NOTE: If you do not know which type of connection to select, contact your
ISP.
7 Use the setup information provided by your ISP to complete the setup.
Transferring Information to a New Computer
Microsoft Windows Vista
1 Click the Windows Vista Start button
, and then click Transfer files
and settings→ Start Windows Easy Transfer.
2 In the User Account Control dialog box, click Continue.
3 Click Start a new transfer or Continue a transfer in progress.
4 Follow the instructions provided on the screen by the Windows Easy
Transfer wizard.
Microsoft Windows XP
The Microsoft Windows XP operating system provides the Files and Settings
Transfer Wizard to transfer data, such as:
•
E-mail messages
•
Toolbar settings
•
Window sizes
•
Internet bookmarks
You can transfer data from one computer to another computer over a network
or serial connection, or by storing the data on removable media, such as a
writable CD or DVD.
NOTE: You can transfer information from one computer to another computer by
directly connecting a serial cable to the input/output (I/O) ports of the two
computers.
For instructions on setting up a direct cable connection between two computers,
see Microsoft Knowledge Base Article #305621, titled How to Set Up a Direct Cable
Connection Between Two Computers in Windows XP. This information may not be
available in certain countries.
Setting Up Your Computer
15
Using the Files and Settings Transfer Wizard requires the Operating System
installation media that came with your computer or a wizard disk, which the
wizard can create for you.
NOTE: For more information about transferring data, search support.dell.com for
document #154781 (What Are The Different Methods To Transfer Files From My Old
Computer To My New Dell™ Computer Using the Microsoft® Windows® XP
Operating System?).
NOTE: Access to the Dell Knowledge Base document may not be available in
certain countries.
Files and Settings Transfer Wizard (With the Operating System Media)
NOTE: The Files and Settings Transfer Wizard designates the source computer
from which data is to be transferred as the old computer, and designates the
destination computer to which the data is going to be transferred as the new
computer.
PREPARE THE DESTINATION COMPUTER FOR THE FILE TRANSFER
1 Click Start→ All Programs→ Accessories→ System Tools→ Files and
Settings Transfer Wizard.
2 Under Which computer is this?, click New computer, and click Next.
3 Under Do you have a Windows XP CD?, click I will use the wizard from
the Windows XP CD, and click Next.
4 Review the information under Now go to your old computer, and then go
to the source computer. Do not click Next.
COPY DATA FROM THE SOURCE COMPUTER
1 Insert the Windows XP Operating System installation media into the
source computer.
The Welcome to Microsoft Windows XP screen appears.
2 Click Perform additional tasks.
3 Under What do you want to do?, click Transfer files and settings.
The Files and Settings Transfer Wizard window appears.
4 Click Next.
5 Under Which computer is this?, click Old Computer, and click Next.
16
Setting Up Your Computer
6 Under Select a transfer method, click the transfer method of your choice,
and click Next.
7 Under What do you want to transfer?, click to select the data you want to
transfer, and click Next.
The selected data is copied and the Completing the Collection Phase
screen appears.
8 Click Finish.
TRANSFER DATA TO THE DESTINATION COMPUTER
1 Go to the destination computer.
2 Under Now go to your old computer, click Next.
3 Under Where are the files and settings?, click to select the method you
chose for transferring your settings and files, and then click Next.
The wizard reads the collected files and settings and applies them to the
destination computer. When the transfer is complete, the Finished screen
appears.
4 Click Finished, and then restart the computer.
Files and Settings Transfer Wizard (Without the Operating System Media)
To run the Files and Settings Transfer Wizard without the Operating System
installation media, you must create a wizard disk. The wizard disk allows you
to create a backup image file on removable media.
NOTE: The Files and Settings Transfer Wizard designates the source computer
from which data is to be transferred as the old computer, and designates the
destination computer to which the data is going to be transferred as the new
computer.
CREATE A WIZARD DISK
1 On the destination computer, click Start→ All Programs→ Accessories→
System Tools→ Files and Settings Transfer Wizard.
2 Under Which computer is this?, click New computer, and click Next.
3 Under Do you have a Windows XP CD?, click I want to create a Wizard
Disk in the following drive, and click Next.
4 Insert removable media, such as a writable CD or DVD, and click OK.
Setting Up Your Computer
17
5 Review the information under Now go to your old computer, and then go
to the source computer. Do not click Next.
COPY DATA FROM THE SOURCE COMPUTER
1 Insert the wizard disk into the source computer.
2 Click Start→ Run.
3 Click Browse... and navigate to fastwiz on the wizard disk, and click OK.
4 Under Which computer is this?, click Old Computer, and click Next.
5 Under Select a transfer method, click the transfer method of your choice,
and click Next.
6 Under What do you want to transfer?, click to select the data you want to
transfer, and click Next.
The selected data is copied and the Completing the Collection Phase
screen appears.
7 Click Finish.
TRANSFER DATA TO THE DESTINATION COMPUTER
1 Go to the destination computer.
2 Under Now go to your old computer, click Next.
3 Under Where are the files and settings?, click to select the method you
chose for transferring your settings and files, and click Next.
The wizard reads the collected files and settings and applies them to the
destination computer. When the transfer is complete, the Finished screen
appears.
4 Click Finished, and then restart the computer.
18
Setting Up Your Computer
Specifications
NOTE: Offerings may vary by region. For more information regarding the
configuration of your computer, click Start→ Help and Support and select the
option to view information about your computer.
Processor
Processor type
one or two Dual-Core Intel® Xeon® 5200 processors
one or two Quad-Core Intel Xeon 5400 processors
Level 2 (L2) cache
Dual-Core Intel Xeon 5200 processor: 6 MB
Quad-Core Intel Xeon 5400 processor: 12 MB
Front side bus (FSB)
1333 MHz
System Information
Chipset
Intel 5400
Data bus width
64 bits
Address bus width
38 bits
DMA channels
seven
Interrupt levels
24
BIOS chip (NVRAM)
8 Mb
Specifications
19
System Information (continued)
NIC
integrated network interface with ASF 2.0 support as
defined by DMTF, capable of 10/100/1000-Mbps
communication:
• green — A good connection exists between a
10-Mbps network and the computer.
• orange — A good connection exists between a
100-Mbps network and the computer.
• yellow — A good connection exists between a
1000-Mbps (1-Gb) network and the computer.
• off — The computer is not detecting a physical
connection to the network.
NOTE: ASF 2.0 support and wakeup on LAN are not
available on the secondary NIC and are not available on
the primary NIC in teaming mode.
RAID support
RAID 0 and RAID 1 (mirroring)
Memory
Type
667-MHz DDR2 ECC fully buffered DIMMs (FBD)
Memory connectors
four
Memory capacities
256 MB, 512 MB, 1 GB, 2 GB, 4 GB, and 8 GB
Minimum memory
256 MB
Maximum memory
32 GB
Drives
Externally accessible
up to two 3.5-inch drive bays (FlexBay)
one 5.25-inch slimline drive bay
NOTICE: Hard drives are not hot swappable.
Available devices
up to two 3.5-inch SATA hard drives
one slimline SATA optical drive
Video
Type
20
PCI Express x16 (two slots)
Specifications
Audio
Type
integrated ADI 1984 High Definition Audio CODEC
and AC97/High Definition digital controller
Expansion Bus
Bus type
PCI 2.3
PCI Express 1.0a
SATA 2.0
USB 2.0
Bus speed/transfer rate
PCI: 133 MB/s
PCI Express:
x8 slot bidirectional speed — 500 MB/s
x16 slot bidirectional speed — 1 GB/s
SATA 1.0 and 2.0: 150 and 300 Mbps per drive
USB 2.0: up to 480 Mbps (high speed)
Expansion slots:
Center riser:
PCI-X
one full height, full length 3.3 V, 64 bit, 100 MHz
PCI
one PCI Universal, full height, full length 5.0 V,
32 bit, 33 MHz
NOTE: The center riser expansion slot configuration
varies according to the riser installed on your computer.
Center riser:
PCI-X
PCI Express x8
one full height, full length 3.3 V, 64 bit, 100 MHz
one full height, full length x8 lane
NOTE: The center riser expansion slot configuration
varies according to the riser installed on your computer.
Outer riser:
PCI Express x16 (two
slots)
two full height, full length x16 lane
Specifications
21
Expansion Bus (continued)
PCI:
Connector
one
Connector size
124 pins
Connector data width
(maximum)
32 bits
PCI-X:
Connector
one
Connector size
188 pins
Connector data width
(maximum)
64 bits
PCI Express x8:
Connector
one x16 (supports x8, x4 and x1 cards)
Connector size
164 pins
Connector data width
(maximum)
x8 PCI Express lane
PCI Express x16:
Connector
two x16
Connector size
164 pins
Connector data width
(maximum)
x16 PCI Express lane
Connectors
External connectors:
USB
two front panel USB 2.0-compliant connectors
three back panel USB 2.0-compliant connectors
Network adapter (NIC)
two back panel RJ-45 connectors (for integrated 1-GB
NICs)
Video
back panel DVI connector (on graphics card)
back panel VGA connector (on graphics card)
22
Specifications
Connectors (continued)
PS/2 (keyboard and mouse) two back panel 6-pin mini-DIN
Serial
two back panel 9-pin connectors
(16550C-compatible)
Audio
two back panel connectors (line-in and line-out)
System board connectors:
Serial ATA
three 7-pin connectors
Internal USB
one 10-pin connector
Fans
two 4-pin connectors
two 5-pin connectors
PCI (on center riser)
one 124-pin connector
PCI-X (on center riser)
one 188-pin connector
PCI Express x8 (on center
riser)
one 164-pin connector
PCI Express x16 (on outer
riser)
two 164-pin connectors
Front control panel
one 20-pin connector
Front panel USB
one 10-pin connector
Processor
two 775-pin connectors
Memory
four 240-pin connectors
Power 12 V
three 6-pin connectors
Power (main)
one 24-pin connector
Specifications
23
Controls and Lights
Front panel:
Power button
push button — Press the power button to turn on the
computer.
NOTICE: To avoid losing data, do not turn off the
computer by pressing the power button. Instead,
perform an operating system shutdown.
Power light
green light — Blinking green in sleep state; solid
green in normal power-on state.
amber light — Blinking amber indicates that an
internal power problem may exist; solid amber
indicates that a device may be malfunctioning or
incorrectly installed (see "Power Problems" on
page 45).
24
Network activity lights (2)
green blinking light — Flashes when the computer is
transmitting or receiving network data. A high
volume of network traffic may make this light appear
to be in a steady on state.
Hard drive activity light
green light — The hard drive activity light is on when
the computer reads data from or writes data to the
hard drive. The light may also be on when a device
such as an optical drive is in operation.
Specifications
Controls and Lights (continued)
Back panel:
Link integrity light (on
The network link light is on when a good connection
integrated network adapter) exists between a 10-Mbps, 100-Mbps, or 1000-Mbps
(1-Gbps) network and the computer.
• green — A good connection exists between a
10-Mbps network and the computer.
• orange — A good connection exists between a
100-Mbps network and the computer.
• yellow — A good connection exists between a
1000-Mbps (1-Gb) network and the computer.
• off — The computer is not detecting a physical
connection to the network.
NOTE: ASF 2.0 support and wakeup on LAN are not
available on the secondary NIC and are not available on
the primary NIC in teaming mode.
Network activity light (on yellow blinking light — Flashes when the computer is
integrated network adapter) transmitting or receiving network data. A high
volume of network traffic may make this light appear
to be in a steady on state.
Power
DC power supply:
Wattage
750 W
Maximum heat dissipation For 750-W power supply: 2559 BTU/hr
NOTE: Heat dissipation is calculated based upon the
power supply wattage rating.
Voltage
Autoranging power supply: 90–240 VAC at 50–60 Hz
NOTE: See the safety information that shipped with
your computer for important voltage setting information.
Coin cell battery
3-V CR2032 lithium coin cell
Specifications
25
Physical
Height
8.656 cm (3.40 inches)
Width
42.62 cm (16.78 inches)
Depth:
With front bezel
68.45 cm (26.95 inches)
Without front bezel
73.25 cm (28.84 inches)
Weight:
With front bezel
20.85 kg (45.97 lb)
Without front bezel
20.45 kg (45.08 lb)
Environmental
Temperature:
Operating
10° to 35°C (50° to 95°F) with a maximum
temperature gradation of 10°C per hour
NOTE: For altitudes above 2950 ft, the maximum
operating temperature is derated 1°F/550 ft.
Storage
Relative humidity:
–40° to 65°C (–40° to 149°F) with a maximum
temperature gradation of 20°C per hour
20% to 80% (noncondensing)
Operating
20% to 80% (noncondensing) with a maximum
humidity gradation of 10% per hour
Storage
5% to 95% (noncondensing) with a maximum
humidity gradation of 10% per hour
Maximum wet bulb
(MWB)
38°C under any conditions
Maximum vibration:
26
Operational random
vibration
0.26 G at 5–350 Hz for 2 minutes per side
(operational sides only)
Storage
0.5 G at 3–200 Hz for 15 minutes
Specifications
Environmental (continued)
Maximum shock:
Operating
40 G +/– 5% with pulse duration of 2 msec +/-–10%
(equivalent to 51 cm/sec [20 inches/sec])
Storage
105 G +/– 5% with pulse duration of 2 msec +/– 10%
(equivalent to 127 cm/sec [50 inches/sec])
Altitude:
Operating
–16 to 3048 m (–50 to 10,000 ft)
Storage
–16 to 10,600 m (–50 to 35,000 ft)
Airborne contaminant level G2 or lower as defined by ISA-S71.04-1985
Specifications
27
28
Specifications
Troubleshooting
CAUTION: To guard against the likelihood of electric shock, laceration by moving
fan blades, or other expected injuries, always unplug your computer from the
electrical outlet before opening the cover.
CAUTION: Before you begin any of the procedures in this section, follow the
safety instructions that shipped with your computer.
Troubleshooting Tools
Power Light
CAUTION: Before you begin any of the procedures in this section, read and follow
the safety instructions provided with your computer.
The power light located on the front of the computer illuminates and remains
solid or blinks to indicate different states:
•
If the power light is green and the computer is not responding, see
"Diagnostic Lights" in your Service Manual.
•
If the power light is blinking green, the computer is in standby mode. Press
a key on the keyboard, move the mouse, or press the power button to
resume normal operation.
•
If the power light is off, the computer is either turned off or is not
receiving power.
–
Reseat the power cable into both the power connector on the back of
the computer and the electrical outlet.
–
If the computer is plugged into a power strip, ensure that the power
strip is plugged into an electrical outlet and that the power strip is
turned on.
–
Bypass power protection devices, power strips, and power extension
cables to verify that the computer turns on properly.
–
Ensure that the electrical outlet is working by testing it with another
device, such as a lamp.
Troubleshooting
29
–
•
If the power light is blinking amber, the computer is receiving electrical
power, but an internal power problem may exist.
–
•
•
Ensure that the main power cable and front panel cable are securely
connected to the system board (see your Service Manual on the Dell
Support website at support.dell.com).
Ensure that the processor power cable is securely connected to the
system board (see your Service Manual on the Dell Support website at
support.dell.com).
If the power light is steady amber, a device may be malfunctioning or
incorrectly installed.
–
Remove and then reinstall the memory modules (see your Service
Manual on the Dell Support website at support.dell.com).
–
Remove and then reinstall any cards (see your Service Manual on the
Dell Support website at support.dell.com).
Eliminate interference. Some possible causes of interference are:
–
Power, keyboard, and mouse extension cables
–
Too many devices on a power strip
–
Multiple power strips connected to the same electrical outlet
Beep Codes
Your computer may emit a series of beeps during start-up. The series of beeps,
called a beep code, can help you identify a problem with your computer.
If your computer emits a series of beeps during start-up:
1 Write down the beep code on the "Diagnostics Checklist" on page 70.
2 Run the Dell Diagnostics to identify a more serious cause (see
"Troubleshooting Tips" on page 44).
3 Contact Dell for technical assistance (see "Contacting Dell" on page 71).
Code
Cause
1-1-2
Microprocessor register failure
1-1-3
NVRAM read/write failure
1-1-4
ROM BIOS checksum failure
30
Troubleshooting
Code
Cause
1-2-1
Programmable interval timer failure
1-2-2
DMA initialization failure
1-2-3
DMA page register read/write failure
1-3
Video Memory Test failure
1-3-1 through
2-4-4
Memory not being properly identified or used
1-3-2
Memory problem
3-1-1
Slave DMA register failure
3-1-2
Master DMA register failure
3-1-3
Master interrupt mask register failure
3-1-4
Slave interrupt mask register failure
3-2-2
Interrupt vector loading failure
3-2-4
Keyboard Controller Test failure
3-3-1
NVRAM power loss
3-3-2
Invalid NVRAM configuration
3-3-4
Video Memory Test failure
3-4-1
Screen initialization failure
3-4-2
Screen retrace failure
3-4-3
Search for video ROM failure
4-2-1
No timer tick
4-2-2
Shutdown failure
4-2-3
Gate A20 failure
4-2-4
Unexpected interrupt in protected mode
4-3-1
Memory failure above address 0FFFFh
4-3-3
Timer-chip counter 2 failure
4-3-4
Time-of-day clock stopped
4-4-1
Serial or parallel port test failure
4-4-2
Failure to decompress code to shadowed memory
Troubleshooting
31
Code
Cause
4-4-3
Math-coprocessor test failure
4-4-4
Cache test failure
Error Messages
CAUTION: Before you begin any of the procedures in this section, follow the
safety instructions that shipped with your computer.
NOTE: If the message you received is not listed below, see the documentation for
either the operating system or the program that was running when the message
appeared.
A U X I L I A R Y D E V I C E F A I L U R E — The touch pad or external mouse may be faulty.
For an external mouse, check the cable connection. Enable the Pointing
Device option in the system setup program. See your Service Manual at
support.dell.com for more information. If the problem persists, contact Dell
(see "Contacting Dell" on page 71).
B A D C O M M A N D O R F I L E N A M E — Ensure that you have spelled the command
correctly, put spaces in the proper place, and used the correct pathname.
C A C H E D I S A B L E D D U E T O F A I L U R E — The primary cache internal to the
microprocessor has failed. Contact Dell (see "Contacting Dell" on page 71).
C D D R I V E C O N T R O L L E R F A I L U R E — The CD drive does not respond to
commands from the computer.
D A T A E R R O R — The hard drive cannot read the data.
D E C R E A S I N G A V A I L A B L E M E M O R Y — One or more memory modules may be
faulty or improperly seated. Reinstall the memory modules and, if necessary,
replace them. See your Service Manual at support.dell.com for more
information.
D I S K C : F A I L E D I N I T I A L I Z A T I O N — The hard drive failed initialization. Run the
hard drive tests in the Dell Diagnostics (see "Dell Diagnostics" on page 39).
D R I V E N O T R E A D Y — The operation requires a hard drive in the bay before it
can continue. Install a hard drive in the hard drive bay. See your Service
Manual at support.dell.com for more information.
E R R O R R E A D I N G P C M C I A C A R D — The computer cannot identify the
ExpressCard. Reinsert the card or try another card. See your Service Manual
at support.dell.com for more information.
32
Troubleshooting
E X T E N D E D M E M O R Y S I Z E H A S C H A N G E D — The amount of memory recorded in
nonvolatile memory (NVRAM) does not match the memory installed in the
computer. Restart the computer. If the error appears again, contact Dell (see
"Contacting Dell" on page 71).
T H E F I L E B E I N G C O P I E D I S T O O L A R G E F O R T H E D E S T I N A T I O N D R I V E — The file
that you are trying to copy is too large to fit on the disk, or the disk is full. Try
copying the file to a different disk or use a larger capacity disk.
A FILENAME CANNOT CONTAIN ANY OF THE FOLLOWING CHARACTERS: \ / : * ? “ <
> | — Do not use these characters in filenames.
G A T E A 2 0 F A I L U R E — A memory module may be loose. Reinstall the memory
modules and, if necessary, replace them. See your Service Manual at
support.dell.com for more information.
G E N E R A L F A I L U R E — The operating system is unable to carry out the
command. The message is usually followed by specific information—for
example, Printer out of paper. Take the appropriate action.
H A R D - D I S K D R I V E C O N F I G U R A T I O N E R R O R — The computer cannot identify the
drive type. Shut down the computer, remove the hard drive (see your Service
Manual at support.dell.com), and boot the computer from a CD. Then, shut
down the computer, reinstall the hard drive, and restart the computer. Run
the Hard Disk Drive tests in the Dell Diagnostics (see "Dell Diagnostics" on
page 39).
H A R D - D I S K D R I V E C O N T R O L L E R F A I L U R E 0 — The hard drive does not respond
to commands from the computer. Shut down the computer, remove the hard
drive (see your Service Manual at support.dell.com), and boot the computer
from a CD. Then, shut down the computer, reinstall the hard drive, and
restart the computer. If the problem persists, try another drive. Run the Hard
Disk Drive tests in the Dell Diagnostics (see "Dell Diagnostics" on page 39).
H A R D - D I S K D R I V E F A I L U R E — The hard drive does not respond to commands
from the computer. Shut down the computer, remove the hard drive (see your
Service Manual at support.dell.com), and boot the computer from a CD.
Then, shut down the computer, reinstall the hard drive, and restart the
computer. If the problem persists, try another drive. Run the Hard Disk Drive
tests in the Dell Diagnostics (see "Dell Diagnostics" on page 39).
H A R D - D I S K D R I V E R E A D F A I L U R E — The hard drive may be defective. Shut
down the computer, remove the hard drive (see your Service Manual at
support.dell.com), and boot the computer from a CD. Then, shut down the
Troubleshooting
33
computer, reinstall the hard drive, and restart the computer. If the problem
persists, try another drive. Run the Hard Disk Drive tests in the Dell
Diagnostics (see "Dell Diagnostics" on page 39).
I N S E R T B O O T A B L E M E D I A — The operating system is trying to boot to
nonbootable media, such as a floppy disk or CD. Insert bootable media.
I N V A L I D C O N F I G U R A T I O N I N F O R M A T I O N - P L E A S E R U N S YS T E M S E T U P
P R O G R A M — The system configuration information does not match the
hardware configuration. The message is most likely to occur after a memory
module is installed. Correct the appropriate options in the system setup
program. See your Service Manual at support.dell.com for more information.
K E Y B O A R D C L O C K L I N E F A I L U R E — For external keyboards, check the cable
connection. Run the Keyboard Controller test in the Dell Diagnostics (see
"Dell Diagnostics" on page 39).
K E Y B O A R D C O N T R O L L E R F A I L U R E — For external keyboards, check the cable
connection. Restart the computer, and avoid touching the keyboard or the
mouse during the boot routine. Run the Keyboard Controller test in the Dell
Diagnostics (see "Dell Diagnostics" on page 39).
K E Y B O A R D D A T A L I N E F A I L U R E — For external keyboards, check the cable
connection. Run the Keyboard Controller test in the Dell Diagnostics (see
"Dell Diagnostics" on page 39).
K E Y B O A R D S T U C K K E Y F A I L U R E — For external keyboards or keypads, check the
cable connection. Restart the computer, and avoid touching the keyboard or
keys during the boot routine. Run the Stuck Key test in the Dell Diagnostics
(see "Dell Diagnostics" on page 39).
L I C E N S E D C O N T E N T I S N O T A C C E S S I B L E I N M E D I A D I R E C T — Dell MediaDirect™
cannot verify the Digital Rights Management (DRM) restrictions on the file,
so the file cannot be played (see "Dell Diagnostics" on page 39).
MEMORY ADDRESS LINE FAILURE AT ADDRESS, READ VALUE EXPECTING VALUE —
A memory module may be faulty or improperly seated. Reinstall the memory
modules and, if necessary, replace them. See your Service Manual at
support.dell.com for more information.
M E M O R Y A L L O C A T I O N E R R O R — The software you are attempting to run is
conflicting with the operating system, another program, or a utility. Shut
down the computer, wait 30 seconds, and then restart it. Try to run the
program again. If the error message still appears, see the software
documentation.
34
Troubleshooting
MEMORY DATA LINE FAILURE AT ADDRESS, READ VALUE EXPECTING VALUE — A
memory module may be faulty or improperly seated. Reinstall the memory
modules and, if necessary, replace them. See your Service Manual at
support.dell.com for more information.
MEMORY DOUBLE WORD LOGIC FAILURE AT ADDRESS, READ VALUE EXPECTING
V A L U E — A memory module may be faulty or improperly seated. Reinstall the
memory modules and, if necessary, replace them. See your Service Manual at
support.dell.com for more information.
MEMORY ODD/EVEN LOGIC FAILURE AT ADDRESS, READ VALUE EXPECTING
V A L U E — A memory module may be faulty or improperly seated. Reinstall the
memory modules and, if necessary, replace them. See your Service Manual at
support.dell.com for more information.
MEMORY WRITE/READ FAILURE AT ADDRESS, READ VALUE EXPECTING VALUE — A
memory module may be faulty or improperly seated. Reinstall the memory
modules and, if necessary, replace them. See your Service Manual at
support.dell.com for more information.
N O B O O T D E V I C E A V A I L A B L E — The computer cannot find the hard drive. If
the hard drive is your boot device, ensure that the drive is installed, properly
seated, and partitioned as a boot device.
N O B O O T S E C T O R O N H A R D D R I V E — The operating system may be corrupted.
Contact Dell (see "Contacting Dell" on page 71).
N O T I M E R T I C K I N T E R R U P T — A chip on the system board may be
malfunctioning. Run the System Set tests in the Dell Diagnostics (see "Dell
Diagnostics" on page 39).
NOT ENOUGH MEMORY OR RESOURCES. EXIT SOME PROGRAMS AND TRY AGAIN —
You have too many programs open. Close all windows and open the program
that you want to use.
O P E R A T I N G S YS T E M N O T F O U N D — Reinstall the hard drive (see your Service
Manual at support.dell.com). If the problem persists, contact Dell (see
"Contacting Dell" on page 71).
O P T I O N A L R O M B A D C H E C K S U M — The optional ROM has failed. Contact
Dell (see "Contacting Dell" on page 71).
A R E Q U I R E D . D L L F I L E W A S N O T F O U N D — The program that you are trying to
open is missing an essential file. Remove and then reinstall the program.
Troubleshooting
35
Microsoft® Windows Vista®:
1 Click the Windows Vista start button
Programs and Features.
→ Control Panel→ Programs→
2 Select the program you want to remove.
3 Click Uninstall.
4 See the program documentation for installation instructions.
Microsoft Windows® XP:
1 Click Start→ Control Panel→ Add or Remove Programs→ Programs and
Features.
2 Select the program you want to remove.
3 Click Uninstall.
4 See the program documentation for installation instructions.
S E C T O R N O T F O U N D — The operating system cannot locate a sector on the
hard drive. You may have a defective sector or corrupted FAT on the hard
drive. Run the Windows error-checking utility to check the file structure on
the hard drive. See Windows Help and Support for instructions (click Start→
Help and Support). If a large number of sectors are defective, back up the
data (if possible), and then reformat the hard drive.
S E E K E R R O R — The operating system cannot find a specific track on the hard
drive.
S H U T D O W N F A I L U R E — A chip on the system board may be malfunctioning.
Run the System Set tests in the Dell Diagnostics (see "Dell Diagnostics" on
page 39).
T I M E - O F - D A Y C L O C K L O S T P O W E R — System configuration settings are
corrupted. Connect your computer to an electrical outlet to charge the
battery. If the problem persists, try to restore the data by entering the system
setup program, and then immediately exit the program (see your Service
Manual at support.dell.com). If the message reappears, contact Dell (see
"Contacting Dell" on page 71).
T I M E - O F - D A Y C L O C K S T O P P E D — The reserve battery that supports the system
configuration settings may require recharging. Connect your computer to an
electrical outlet to charge the battery. If the problem persists, contact Dell
(see "Contacting Dell" on page 71).
36
Troubleshooting
T I M E - O F - D A Y N O T S E T - P L E A S E R U N T H E S YS T E M S E T U P P R O G R A M — The time
or date stored in the system setup program does not match the system clock.
Correct the settings for the Date and Time options. See your Service Manual
at support.dell.com for more information.
T I M E R C H I P C O U N T E R 2 F A I L E D — A chip on the system board may be
malfunctioning. Run the System Set tests in the Dell Diagnostics (see "Dell
Diagnostics" on page 39).
U N E X P E C T E D I N T E R R U P T I N P R O T E C T E D M O D E — The keyboard controller may
be malfunctioning, or a memory module may be loose. Run the System
Memory tests and the Keyboard Controller test in the Dell Diagnostics (see
"Dell Diagnostics" on page 39).
X:\ IS NOT ACCESSIBLE.
T H E D E V I C E I S N O T R E A D Y — Insert a disk into the
drive and try again.
System Messages
NOTE: If the message you received is not listed below, see the documentation for
either the operating system or the program that was running when the message
appeared.
A L E R T ! P R E V I O U S A T T E M P T S A T B O O T I N G T H I S S YS T E M H A V E F A I L E D A T
[NNNN]. FOR HELP IN RESOLVING THIS PROBLEM, PLEASE NOTE THIS
C H E C K P O I N T A N D C O N T A C T D E L L T E C H N I C A L S U P P O R T — The computer failed
CHECKPOINT
to complete the boot routine three consecutive times for the same error (see
"Contacting Dell" on page 71 for assistance).
C M O S C H E C K S U M E R R O R — Possible system board failure or RTC battery low.
Replace the battery (see your Service Manual on the Dell Support website at
support.dell.com or see "Contacting Dell" on page 71 for assistance).
F A N [ X ] F A I L U R E — Fan failure. Replace the defective fan (see your Service
Manual on the Dell Support website at support.dell.com).
H A R D - D I S K R E A D F A I L U R E — Possible hard drive failure during hard drive boot
test (see "Contacting Dell" on page 71 for assistance).
K E Y B O A R D F A I L U R E — Keyboard failure or keyboard cable loose (see your
Service Manual on the Dell Support website at support.dell.com).
N O B O O T D E V I C E A V A I L A B L E — The system cannot detect a bootable device or
partition.
•
If the optical drive is your boot device, ensure that the cables are
connected and that a bootable disc is in the drive.
Troubleshooting
37
•
If the hard drive is your boot device, ensure that the cables are
connected and that the drive is installed properly and partitioned as a
boot device.
•
Enter the system setup program and ensure that the boot sequence
information is correct (see your Service Manual on the Dell Support
website at support.dell.com).
N O T I M E R T I C K I N T E R R U P T — A chip on the system board might be
malfunctioning or system board failure (see "Contacting Dell" on page 71 for
assistance).
N OT IC E – H A R D D R I V E S E L F M O N I T O R I N G S Y S T E M H A S R E P O R T E D T H A T A
PARAMETER HAS EXCEEDED ITS NORMAL OPERATING RANGE. DELL RECOMMENDS
T H A T Y O U B A C K U P Y O U R D A T A R E G U L A R L Y. A P A R A M E T E R O U T O F R A N G E M A Y O R
M A Y N O T I N D I C A T E A P O T E N T I A L H A R D D R I V E P R O B L E M . — S.M.A.R.T error,
possible hard drive failure. This feature can be enabled or disabled in BIOS setup.
Troubleshooting Software and Hardware Problems
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.
Windows Vista:
1 Click the Windows Vista start button
, and click Help and Support.
2 Type hardware troubleshooter in the search field and press
<Enter> to start the search.
3 In the search results, select the option that best describes the problem and
follow the remaining troubleshooting steps.
Windows XP:
1 Click Start→ Help and Support.
2 Type hardware troubleshooter in the search field and press
<Enter> to start the search.
3 In the Fix a Problem section, click Hardware Troubleshooter.
4 In the Hardware Troubleshooter list, select the option that best describes
the problem and click Next to follow the remaining troubleshooting steps.
38
Troubleshooting
Dell Diagnostics
CAUTION: Before you begin any of the procedures in this section, read and follow
the safety instructions provided with your computer.
When to Use the Dell Diagnostics
If you experience a problem with your computer, perform the checks in
"Troubleshooting Tips" on page 44, and then run the Dell Diagnostics before
contacting Dell for assistance.
Start the Dell Diagnostics from your hard drive or from the Drivers and
Utilities media provided with your computer.
NOTE: The Drivers and Utilities media is optional and may not ship with your
computer.
NOTE: The Dell Diagnostics only operate on Dell computers.
Starting the Dell Diagnostics From Your Hard Drive
Before running the Dell Diagnostics, enter the system setup program (see
your Service Manual on the Dell Support website at support.dell.com) to
review your computer’s configuration information, and ensure that the device
you want to test is displayed in the system setup program and is active.
The Dell Diagnostics is located on a separate diagnostic utility partition on
your hard drive.
NOTE: If your computer does not display a screen image, contact Dell (see
"Contacting Dell" on page 71).
1 Ensure that the computer is connected to an electrical outlet that is
known to be working properly.
2 Turn on (or restart) your computer.
3 When the DELL logo appears, press <F12> immediately.
NOTE: Keyboard failure may result when a key is held down for extended
periods of time. To avoid possible keyboard failure, press and release <F12> in
even intervals to open the Boot Device Menu.
If you wait too long and the operating system logo appears, continue to
wait until you see the Microsoft Windows desktop, and then shut down
your computer and try again.
Troubleshooting
39
4 Use the up- and down-arrow keys to select Diagnostics from the boot
menu and then press <Enter>.
The computer runs the Pre-boot System Assessment (PSA), a series of
initial tests of your system board, keyboard, display, memory, hard drive,
and so on.
•
Answer any questions that appear.
•
If failures are detected, write down the error code(s) and see
"Contacting Dell" on page 370.
•
If the Pre-boot System Assessment completes successfully, the
following message appears: "Booting Dell Diagnostic
Utility Partition. Press any key to continue."
NOTE: If you see a message stating that no diagnostics utility partition has
been found, run the Dell Diagnostics from your Drivers and Utilities media (see
"Starting the Dell Diagnostics From the Drivers and Utilities Media" on
page 41).
5 Press any key to start the Dell Diagnostics from the diagnostics utility
partition on your hard drive.
6 Press <Tab> to select Test System and then press <Enter>.
NOTE: It is recommended that you select Test System to run a complete test
on your computer. Selecting Test Memory initiates the extended memory test,
which can take up to thirty minutes or more to complete. When the test
completes, record the test results and then press any key to return to the
previous menu.
7 At the Dell Diagnostics Main Menu, left-click with the mouse, or press
<Tab> and then <Enter>, to select the test you want to run (see "Dell
Diagnostics Main Menu" on page 42).
NOTE: Write down any error codes and problem descriptions exactly as they
appear and follow the instructions on the screen.
8 After all tests have completed, close the test window to return to the Dell
Diagnostics Main Menu.
9 Close the Main Menu window to exit the Dell Diagnostics and restart the
computer.
40
Troubleshooting
Starting the Dell Diagnostics From the Drivers and Utilities Media
Before running the Dell Diagnostics, enter the system setup program (see
your Service Manual on the Dell Support website at support.dell.com) to
review your computer’s configuration information, and ensure that the device
you want to test is displayed in the system setup program and is active.
1 Insert the Drivers and Utilities media into the optical drive.
2 Restart your computer.
3 When the DELL logo appears, press <F12> immediately.
NOTE: Keyboard failure may result when a key is held down for extended
periods of time. To avoid possible keyboard failure, press and release <F12> in
even intervals to open the Boot Device Menu.
If you wait too long and the operating system logo appears, continue to
wait until you see the Microsoft Windows desktop, and then shut down
your computer and try again.
4 When the boot device list appears, use the up- or down- arrow keys to
highlight CD/DVD/CD-RW Drive then press <Enter>.
NOTE: Using the one-time boot menu changes the boot sequence for the
current boot only. Upon restart, the computer boots according to the boot
sequence specified in the system setup program.
5 Press any key to confirm that you want to start from the CD/DVD.
If you wait too long and the operating system logo appears, continue to
wait until you see the Microsoft Windows desktop, and then shut down
your computer and try again.
6 Type 1 to Run the 32 Bit Dell Diagnostics.
7 At the Dell Diagnostics Menu, type 1 to select Dell 32-bit Diagnostics for
Resource CD (graphical user interface).
8 Press <Tab> to select Test System and then press <Enter>.
NOTE: It is recommended that you select Test System to run a complete test
on your computer. Selecting Test Memory initiates the extended memory test,
which can take up to thirty minutes or more to complete. When the test
completes, record the test results and then press any key to return to the
previous menu.
Troubleshooting
41
9 At the Dell Diagnostics Main Menu, left-click with the mouse, or press
<Tab> and then <Enter>, to select the test you want to run (see "Dell
Diagnostics Main Menu" on page 42).
NOTE: Write down any error codes and problem descriptions exactly as they
appear and follow the instructions on the screen.
10 After all tests have completed, close the test window to return to the Dell
Diagnostics Main Menu.
11 Close the Main Menu window to exit the Dell Diagnostics and restart the
computer.
12 Remove the Drivers and Utilities media from the optical drive.
Dell Diagnostics Main Menu
After the Dell Diagnostics loads the following menu appears:
Option
Function
Test Memory
Run the stand-alone memory test
Test System
Run system diagnostics
Exit
Exit the diagnostics
Press <Tab> to select the test you want to run and then press <Enter>.
NOTE: It is recommended that you select Test System to run a complete test on
your computer. Selecting Test Memory initiates the extended memory test, which
can take up to thirty minutes or more to complete. When the test completes, record
the test results and then press any key to return to this menu.
After Test System is selected, the following menu appears:
Option
Function
Express Test
Performs a quick test of devices in the
system. This typically can take 10 to
20 minutes.
NOTE: The Express Test requires no interaction on your part.
Run Express Test first to increase the possibility of tracing a
problem quickly.
42
Troubleshooting
Option
Function (continued)
Extended Test
Performs a thorough check of devices in
the system. This typically can take an
hour or more.
NOTE: The Extended Test periodically requires your input to
answer specific questions.
Custom Test
Use to test a specific device or
customize the tests to be run.
Symptom Tree
This option allows you to select tests
based on a symptom of the problem you are
having. This option lists the most common
symptoms.
NOTE: It is recommended that you select Extended Test to perform a more
thorough check of devices in the computer.
For any problem 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 exactly as it appears and follow the instructions on the
screen. If you cannot resolve the problem, contact Dell (see "Contacting Dell"
on page 112).
NOTE: When contacting Dell support, have your Service Tag ready. The Service
Tag for your computer is located at the top of each test screen.
Troubleshooting
43
The following tabs provide additional information for tests run from the
Custom Test or Symptom Tree option:
Tab
Function
Results
Displays the results of the test and
any error conditions encountered.
Errors
Displays error conditions encountered,
error codes, and the problem description.
Help
Describes the test and any requirements
for running the test.
Configuration
Displays the hardware configuration for
the selected device.
The Dell Diagnostics obtains
configuration information for all devices
from the system setup program, memory,
and various internal tests, and displays
the information in the device list in the
left pane of the screen.
NOTE: The device list may not display the names of all
components installed on your computer or all devices
attached to your computer.
Parameters
Allows you to customize the test, if
applicable, by changing the test
settings.
Troubleshooting Tips
44
•
If you added or removed a part before the problem started, review the
installation procedures and ensure that the part is correctly installed.
•
If a peripheral device does not work, ensure that the device is properly
connected.
•
If an error message appears on the screen, write down the exact message.
This message may help support personnel diagnose and fix the problem(s).
•
If an error message occurs in a program, see the program’s documentation.
Troubleshooting
NOTE: The procedures in this document were written for the Windows default
view, so they may not apply if you set your Dell computer to the Windows Classic
view.
Power Problems
CAUTION: Before you begin any of the procedures in this section, read and follow
the safety instructions provided with your computer.
I F T H E P O W E R L I G H T I S O F F — The computer is either turned off or is not
receiving power.
•
Reseat the power cable in the power connector on the back of the
computer and the electrical outlet.
•
Bypass power strips, power extension cables, and other power protection
devices to verify that the computer turns on properly.
•
Ensure that any power strips being used are plugged into an electrical
outlet and are turned on.
•
Ensure that the electrical outlet is working by testing it with another
device, such as a lamp.
•
Ensure that the main power cable and front panel cable are securely
connected to the system board (see your Service Manual on the Dell
Support website at support.dell.com).
IF THE POWER LIGHT IS BLUE AND THE COMPUTER IS NOT RESPONDING —
•
Ensure that the display is connected and powered on.
•
If the display is connected and powered on, see "System Messages" on
page 37.
I F T H E P O W E R L I G H T I S B L I N K I N G B L U E — The computer is in standby mode.
Press a key on the keyboard, move the mouse, or press the power button to
resume normal operation.
I F T H E P O W E R L I G H T I S B L I N K I N G A M B E R — The computer is receiving
electrical power, a device might be malfunctioning or incorrectly installed.
•
Remove and then reinstall all memory modules (see your Service Manual
on the Dell Support website at support.dell.com).
•
Remove and then reinstall any expansion cards, including graphics cards
(see your Service Manual on the Dell Support website at
support.dell.com).
Troubleshooting
45
I F T H E P O W E R L I G H T I S S T E A D Y A M B E R — There is a power problem, a device
may be malfunctioning or incorrectly installed.
•
Ensure that the processor power cable is securely connected to the system
board power connector (see your Service Manual on the Dell Support
website at support.dell.com).
•
Ensure that the main power cable and the front panel cable are securely
connected to the system board connector (see your Service Manual on the
Dell Support website at support.dell.com).
E L I M I N A T E I N T E R F E R E N C E — Some possible causes of interference are:
•
Power, keyboard, and mouse extension cables
•
Too many devices connected to the same power strip
•
Multiple power strips connected to the same electrical outlet
Memory Problems
CAUTION: Before you begin any of the procedures in this section, read and follow
the safety instructions provided with your computer.
IF YOU RECEIVE AN INSUFFICIENT MEMORY MESSAGE —
•
Save and close any open files and exit any open programs you are not using
to see if that resolves the problem.
•
See the software documentation for minimum memory requirements. If
necessary, install additional memory (see your Service Manual on the Dell
Support website at support.dell.com).
•
Reseat the memory modules (see your Service Manual on the Dell
Support website at support.dell.com) to ensure that your computer is
successfully communicating with the memory.
•
Run the Dell Diagnostics (see "Dell Diagnostics" on page 39).
IF YOU EXPERIENCE OTHER MEMORY PROBLEMS —
46
•
Reseat the memory modules (see your Service Manual on the Dell
Support website at support.dell.com) to ensure that your computer is
successfully communicating with the memory.
•
Ensure that you are following the memory installation guidelines (see your
Service Manual on the Dell Support website at support.dell.com).
Troubleshooting
•
Ensure that the memory you are using is supported by your computer. For
more information about the type of memory supported by your computer,
see "Memory" on page 20.
•
Run the Dell Diagnostics (see "Dell Diagnostics" on page 39).
Lockups and Software Problems
CAUTION: Before you begin any of the procedures in this section, read and follow
the safety instructions provided with your computer.
The computer does not start up
ENSURE THAT THE POWER CABLE IS FIRMLY CONNECTED TO THE COMPUTER AND TO
THE ELECTRICAL OUTLET
The computer stops responding
NOTICE: You may lose data if you are unable to perform an operating system
shutdown.
TU R N T H E C O M P U T E R O F F — If you are unable to get a response by pressing a
key on your keyboard or moving your mouse, press and hold the power button
for at least 8 to 10 seconds (until the computer turns off), and then restart
your computer.
A program stops responding
END THE PROGRAM —
1 Press <Ctrl><Shift><Esc> simultaneously to access the Task Manager.
2 Click the Applications tab.
3 Click to select the program that is no longer responding.
4 Click End Task.
A program crashes repeatedly
NOTE: Most software includes installation instructions in its documentation or on a
CD or DVD.
C H E C K T H E S O F T W A R E D O C U M E N T A T I O N — If necessary, uninstall and then
reinstall the program.
Troubleshooting
47
A program is designed for an earlier Windows operating system
RUN THE PROGRAM COMPATIBILITY WIZARD —
Windows Vista:
The Program Compatibility Wizard configures a program so that it runs in an
environment similar to non-Windows Vista operating system environments.
→ Control Panel→ Programs→ Use an older program with
1 Click Start
this version of Windows.
2 In the welcome screen, click Next.
3 Follow the instructions on the screen.
Windows XP:
The Program Compatibility Wizard configures a program so that it runs in an
environment similar to non-Windows XP operating system environments.
1 Click Start→ All Programs→ Accessories→ Program Compatibility
Wizard→ Next.
2 Follow the instructions on the screen.
A solid blue screen appears
TU R N T H E C O M P U T E R O F F — If you are unable to get a response by pressing a
key on your keyboard or moving your mouse, press and hold the power button
for at least 8 to 10 seconds (until the computer turns off), and then restart
your computer.
Other software problems
CHECK THE SOFTWARE DOCUMENTATION OR CONTACT THE SOFTWARE
MANUFACTURER FOR TROUBLESHOOTING INFORMATION —
48
•
Ensure that the program is compatible with the operating system installed
on your computer.
•
Ensure that your computer meets the minimum hardware requirements
needed to run the software. See the software documentation for
information.
•
Ensure that the program is installed and configured properly.
•
Verify that the device drivers do not conflict with the program.
•
If necessary, uninstall and then reinstall the program.
Troubleshooting
BACK UP YOUR FILES IMMEDIATELY —
•
Use a virus-scanning program to check the hard drive, CDs, or DVDs
•
Save and close any open files or programs and shut down your computer
through the Start menu
Dell Technical Update Service
The Dell Technical Update service provides proactive e-mail notification of
software and hardware updates for your computer. The service is free and can
be customized for content, format, and how frequently you receive
notifications.
To enroll for the Dell Technical Update service, go to
support.dell.com/technicalupdate.
Dell Support Utility
The Dell Support Utility is installed on your computer and available from the
Dell Support,
, icon on the taskbar or from the Start button. Use this
support utility for self-support information, software updates, and health
scans of your computing environment.
Accessing the Dell Support Utility
Access the Dell Support Utility from the
Start menu.
icon on the taskbar or from the
If the Dell Support icon does not appear in your taskbar:
1 Click Start→ All Programs→ Dell Support→ Dell Support Settings.
2 Ensure that the Show icon on the taskbar option is checked.
NOTE: If the Dell Support Utility is not available from the Start menu, go to
support.dell.com and download the software.
The Dell Support Utility is customized for your computing environment.
The
icon in the taskbar functions differently when you click, doubleclick, or right-click the icon.
Troubleshooting
49
Clicking the Dell Support Icon
Click or right-click the
icon to perform the following tasks:
•
Check your computing environment.
•
View the Dell Support Utility settings.
•
Access the help file for the Dell Support Utility.
•
View frequently asked questions.
•
Learn more about the Dell Support Utility.
•
Turn the Dell Support Utility off.
Double-Clicking the Dell Support Icon
Double-click the
icon to manually check your computing environment,
view frequently asked questions, access the help file for the Dell Support
Utility, and view Dell Support settings.
For more information about the Dell Support Utility, click the question mark
(?) at the top of the Dell™ Support screen.
50
Troubleshooting
Reinstalling Software
Drivers
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.
Microsoft Windows Vista
1 Click the Windows Vista start button
, and right-click Computer.
2 Click Properties, and then click Device Manager.
NOTE: The User Account Control window may appear. If you are an
administrator on the computer, click Continue; otherwise, contact your
administrator to continue.
3 Scroll down the list of devices and check for an exclamation point (a circle
with a [!]) next to the device name.
If an exclamation point appears next to the device name, you may need to
reinstall the driver or install a new driver (see "Reinstalling Drivers and
Utilities" on page 52).
Microsoft Windows XP
1 Click Start→ 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.
Reinstalling Software
51
6 Scroll down the list of devices and check for an exclamation point (a circle
with a [!]) next to the device name.
If an exclamation point appears next to the device name, you may need to
reinstall the driver or install a new driver (see "Reinstalling Drivers and
Utilities" on page 52).
Reinstalling Drivers and Utilities
NOTICE: The Dell Support website at support.dell.com and your Drivers and
Utilities media provide approved drivers for your Dell computer. If you install drivers
obtained from other sources, your computer may not function properly.
Returning to a Previous Device Driver Version
If a problem occurs on your computer after you install or update a driver, use
Windows Device Driver Rollback to replace the driver with the previously
installed version.
Windows Vista:
1 Click the Windows Vista start button
, and right-click Computer.
2 Click Properties, and click Device Manager.
NOTE: The User Account Control window may appear. If you are an
administrator on the computer, click Continue; otherwise, contact your
administrator to continue.
3 Right-click the device for which the new driver was installed, and click
Properties.
4 Click the Driver tab.
5 Click Roll Back Driver.
If Device Driver Rollback does not resolve the problem, reinstall the driver
from the Drivers and Utilities media.
Windows XP:
1 Click Start→ 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.
52
Reinstalling Software
6 Right-click the device for which the new driver was installed, and click
Properties.
7 Click the Driver tab.
8 Click Roll Back Driver.
If Device Driver Rollback does not resolve the problem, reinstall the driver
from the Drivers and Utilities media.
Using the Drivers and Utilities Disc
If a problem occurs on your computer after you install or update a driver and
Device Driver Rollback does not resolve the problem, reinstall the driver from
the Drivers and Utilities media.
1 Save and close any open files, and exit any open programs.
2 Insert the Drivers and Utilities media.
In most cases, the CD/DVD starts running automatically. If it does not,
start Windows Explorer, click your CD/DVD drive directory to display the
CD/DVD contents, and then double-click the autorcd.exe file. The first
time that you run the CD/DVD, it may prompt you to install setup files.
Click OK, and then follow the instructions on the screen.
3 From the Language drop-down menu in the toolbar, select your preferred
language for the driver or utility (if available).
4 At the welcome screen, click Next and wait for the CD/DVD to complete
the hardware scan.
5 To detect other drivers and utilities, under Search Criteria, select the
appropriate categories from the System Model, Operating System, and
Topic drop-down menus.
A link or links appear(s) for the specific drivers and utilities used by your
computer.
6 Click the link of a specific driver or utility to display information about the
driver or utility that you want to install.
7 Click the Install button (if present) to begin installing the driver or utility.
At the welcome screen, follow the screen prompts to complete the
installation.
If no Install button is present, automatic installation is not an option. For
installation instructions, either see the appropriate instructions in the
Reinstalling Software
53
following subsections, or click Extract, follow the extracting instructions,
and then read the readme file.
If instructed to navigate to the driver files, click the CD/DVD directory on
the driver information window to display the files associated with that
driver.
Manually Reinstalling Drivers
After extracting the driver files to your hard drive as described in the previous
section you may be required to update the driver manually.
Microsoft Windows Vista:
1 Click the Windows Vista start button
, and right-click Computer.
2 Click Properties, and click Device Manager.
NOTE: The User Account Control window may appear. If you are an
administrator on the computer, click Continue; otherwise, contact your
administrator to continue.
3 Double-click the type of device for which you are installing the driver.
4 Double-click the name of the device for which you are installing the driver.
5 Click the Driver tab.
6 Click Update Driver.
7 Click Browse my computer for driver software.
8 Click Browse and navigate to where the driver files are located on your
hard drive.
9 When the name of the appropriate driver appears, click the name of the
driver, and click OK.
10 Click Next.
11 Click Finish and restart your computer.
Microsoft Windows XP:
NOTE: Drivers can be manually updated for any hardware device installed in your
computer.
1 Click Start→ Control Panel.
2 Under Pick a Category, click Performance and Maintenance.
3 Click System.
54
Reinstalling Software
4 In the System Properties window, click the Hardware tab.
5 Click Device Manager.
6 Double-click the type of device for which you are installing the driver.
7 Right-click the device for which the driver is being reinstalled, and click
Properties.
8 Click the Driver tab.
9 Click Update Driver.
10 Click Install from a list or specific location (Advanced), and click Next.
11 Click to check Include this location in the search, and click Browse and
navigate to where the driver files are located on your hard drive.
12 When the name of the appropriate driver appears, click OK.
13 Click Next.
14 Click Finish and restart your computer.
Restoring Your Operating System
You can restore your operating system in the following ways:
•
System Restore returns your computer to an earlier operating state without
affecting data files. Use System Restore as the first solution for restoring
your operating system and preserving data files.
•
Dell PC Restore by Symantec (available in Windows XP) and Dell Factory
Image Restore (available in Windows Vista) returns your hard drive to the
operating state it was in when you purchased the computer. Both
permanently delete all data on the hard drive and remove any programs
installed after you received the computer. Use Dell PC Restore or Dell
Factory Image Restore only if System Restore did not resolve your
operating system problem.
•
Operating System installation media can be used to perform a reinstall of
your operating system. However, using the Operating System installation
media also deletes all data on the hard drive. Use the media only if System
Restore did not resolve your operating system problem.
Reinstalling Software
55
Using Microsoft Windows System Restore
The Windows operating systems provide a System Restore option which
allows you to return your computer to an earlier operating state (without
affecting data files). Using System Restore can be helpful if changes to the
system hardware, software, or settings have left the computer in an
undesirable operating state. For information on using System Restore, see the
Windows Help and Support Center (click Start, and click Help and
Support).
NOTICE: System Restore does not monitor your data files or recover them. Make
regular backups of your data files.
Starting System Restore
Microsoft Windows Vista:
1 Click Start
.
2 In the Start Search box, type System Restore and press <Enter>.
NOTE: The User Account Control window may appear. If you are an
administrator on the computer, click Continue; otherwise, contact your
administrator to continue.
3 Click Next and follow the instructions on the screen.
Microsoft Windows XP:
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 process is complete.
NOTE: If a problem occurs after you install a device driver, first try to resolve the
problem by using Windows XP Device Driver Rollback (see "Returning to a Previous
Device Driver Version" on page 52), or reinstall the driver with the Drivers and
Utilities media (see "Using the Drivers and Utilities Disc" on page 53).
1 Click Start→ All Programs→ Accessories→ System Tools→ System
Restore.
2 Click either Restore my computer to an earlier time or Create a restore
point.
3 Click Next and follow the instructions on the screen.
56
Reinstalling Software
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 process is complete.
Microsoft Windows Vista:
1 Click Start
.
2 In the Start Search box, type System Restore and press <Enter>.
3 Click Undo my last restoration and click Next.
Microsoft Windows XP:
1 Click Start→ All Programs→ Accessories→ System Tools→ System
Restore.
2 Click Undo my last restoration and click Next.
Enabling System Restore
NOTE: Windows Vista does not disable System Restore; regardless of low disk
space. Therefore, the following steps apply only to Windows XP.
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 Start→ Control Panel→ Performance and Maintenance→ System.
2 Click the System Restore tab and ensure that Turn off System Restore is
unchecked.
Using Dell Factory Image Restore and Dell PC Restore
NOTICE: Using Dell Factory Image Restore or Dell PC Restore permanently deletes
all data on the hard drive and removes any programs or drivers installed after you
received your computer. If possible, back up the data before using these options.
Use Dell Factory Image Restore or PC Restore only if System Restore did not resolve
your operating system problem.
NOTE: Dell Factory Image Restore and Dell PC Restore by Symantec may not be
available in certain countries or on certain computers.
Use Dell Factory Image Restore (Windows Vista) or Dell PC Restore
(Windows XP) only as the last method to restore your operating system.
These options restore your hard drive to the operating state it was in when
Reinstalling Software
57
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
Factory Image Restore or PC Restore.
Dell Factory Image Restore (Microsoft Windows Vista)
1 Turn on the computer. When the DELL logo appears, press <F8> several
times to access the Vista Advanced Boot Options window.
2 Select Repair Your Computer.
The System Recovery Options window appears.
3 Select a keyboard layout and click Next.
4 To access the recovery options, log on as a local user. To access the
command prompt, type administrator in the User name field, and
click OK.
5 Click Dell Factory Image Restore.
NOTE: Depending upon your configuration, you may need to select Dell
Factory Tools, and then Dell Factory Image Restore.
The Dell Factory Image Restore welcome screen appears.
6 Click Next.
The Confirm Data Deletion screen appears.
NOTICE: If you do not want to proceed with Factory Image Restore, click Cancel.
7 Click the check box to confirm that you want to continue reformatting the
hard drive and restoring the system software to the factory condition, and
then click Next.
The restore process begins and may take five or more minutes to complete.
A message appears when the operating system and factory-installed
applications have been restored to factory condition.
8 Click Finish to reboot the system.
58
Reinstalling Software
Dell PC Restore (Microsoft Windows XP)
1 Turn on the computer.
During the boot process, a blue bar with www.dell.com appears at the top
of the screen.
2 Immediately upon seeing the blue bar, press <Ctrl><F11>.
If you do not press <Ctrl><F11> in time, let the computer finish
starting, and then restart the computer again.
NOTICE: If you do not want to proceed with PC Restore, click Reboot.
3 Click Restore and click Confirm.
The restore process takes approximately 6 to 10 minutes to complete.
4 When prompted, click Finish to reboot the computer.
NOTE: Do not manually shut down the computer. Click Finish and let the computer
completely reboot.
5 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.
6 Click Next.
The System Restore screen appears and the computer restarts.
7 After the computer restarts, click OK.
Removing 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 operating system.
Reinstalling Software
59
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 harddrive 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
operating system to its original state.
1 Log on to the computer as a local administrator.
2 In Microsoft 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 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 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 and restart the
computer.
Using the Operating System Media
Before you Begin
If you are considering reinstalling the Windows operating system to correct a
problem with a newly installed driver, first try using Windows Device Driver
Rollback (see "Returning to a Previous Device Driver Version" on page 52). If
Device Driver Rollback does not resolve the problem, then use System
Restore to return your operating system to the operating state it was in before
you installed the new device driver (see "Using Microsoft Windows System
Restore" on page 56).
60
Reinstalling Software
NOTICE: Before performing the installation, back up all data files on your primary
hard drive. For conventional hard drive configurations, the primary hard drive is the
first drive detected by the computer.
To reinstall Windows, you need the following items:
•
Dell Operating System media
•
Dell Drivers and Utilities media
NOTE: The Dell Drivers and Utilities media contains drivers that were installed
during the assembly of the computer. Use the Dell Drivers and Utilities media to load
any required drivers. Depending on the region from which you ordered your
computer, or whether you requested the media, the Dell Drivers and Utilities media
and Operating System media may not ship with your computer.
Reinstalling Windows Vista or Windows XP
The reinstallation process can take 1 to 2 hours to complete. After you
reinstall the operating system, you must also reinstall the device drivers, virus
protection program, and other software.
1 Save and close any open files and exit any open programs.
2 Insert the Operating System disc.
3 If the Install Windows message appears, click Exit.
4 Restart the computer.
When the DELL logo appears, press <F12> immediately.
NOTE: 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 and try again.
NOTE: The next steps change the boot sequence for one time only. On the
next start-up, the computer boots according to the devices specified in the
system setup program.
5 When the boot device list appears, highlight CD/DVD/CD-RW Drive
and press <Enter>.
6 Press any key to Boot from CD-ROM.
7 Follow the instructions on the screen to complete the installation.
Reinstalling Software
61
62
Reinstalling Software
Finding Information
NOTE: Some features or media may be optional and may not ship with your
computer. Some features or media may not be available in certain countries.
NOTE: Additional information may ship with your computer.
Document/Media/Label
Contents
Service Tag/Express Service Code
• Use the Service Tag to identify your
computer when you use
support.dell.com or contact support.
Your Service Tag/Express Service Code is
located on your computer.
• Enter the Express Service Code to direct
your call when contacting support.
Drivers and Utilities Media
• A diagnostic program for your computer
The Drivers and Utilities media is a CD or • Drivers for your computer
DVD that may have shipped with your
NOTE: Drivers and documentation updates
computer.
can be found at support.dell.com.
• Desktop System Software (DSS)
• Readme files
NOTE: Readme files may be included on
your media to provide last-minute updates
about technical changes to your computer
or advanced technical-reference material
for technicians or experienced users.
Operating System Media
Reinstall your operating system
The Operating System media is a CD or
DVD that may have shipped with your
computer.
Finding Information
63
Document/Media/Label
Contents
Safety, Regulatory, Warranty, and Support • Warranty information
Documentation
• Terms and Conditions (U.S. only)
See the safety and warranty information
• Safety instructions
that shipped with your computer.
• Regulatory information
For additional regulatory information, see
the Regulatory Compliance homepage on • Ergonomics information
www.dell.com at the following location:
• End User License Agreement
www.dell.com/regulatory_compliance.
Service Manual
• How to remove and replace parts
The Service Manual for your computer is
available at support.dell.com.
• How to configure system settings
Dell Technology Guide
• About your operating system
• How to troubleshoot and solve problems
The Dell Technology Guide is a available at • Using and maintaining peripherals
support.dell.com.
• Understanding technologies such as
RAID, Internet, Bluetooth® wireless
technology, e-mail, networking, and
more
®
®
Microsoft Windows Product Key
• Provides the product key for your
Your Microsoft Windows License is
located on your computer.
operating system.
NOTE: Your Microsoft Windows product
key is located on your computer.
64
Finding Information
Getting Help
Obtaining Assistance
CAUTION: If you need to remove the computer cover, first disconnect the
computer power and modem cables from all electrical outlets.
If you experience a problem with your computer, you can complete the
following steps to diagnose and troubleshoot the problem:
1 See "Troubleshooting Tips" on page 44 for information and procedures
that pertain to the problem your computer is experiencing.
2 See "Troubleshooting Tips" on page 44 for procedures on how to run Dell
Diagnostics.
3 Fill out the "Diagnostics Checklist" on page 70.
4 Use Dell's extensive suite of online services available at Dell Support
(support.dell.com) for help with installation and troubleshooting
procedures. See "Online Services" on page 66 for a more extensive list of
Dell Support online.
5 If the preceding steps have not resolved the problem, see "Contacting
Dell" on page 71.
NOTE: Call Dell Support from a telephone at or near the affected computer so that
the support staff can assist you with any necessary procedures.
NOTE: Dell's Express Service Code system may not be available in all countries.
When prompted by Dell's automated telephone system, enter your Express
Service Code to route the call directly to the proper support personnel. If you
do not have an Express Service Code, open the Dell Accessories folder,
double-click the Express Service Code icon, and follow the directions.
For instructions on using the Dell Support, see "Technical Support and
Customer Service" on page 66.
Getting Help
65
NOTE: Some of the following services are not always available in all locations
outside the continental U.S. Call your local Dell representative for information on
availability.
Technical Support and Customer Service
Dell's support service is available to answer your questions about Dell
hardware. Our support staff uses computer-based diagnostics to provide fast,
accurate answers.
To contact Dell's support service, see "Before You Call" on page 69, and then
see the contact information for your region or go to support.dell.com.
DellConnect™
DellConnect is a simple online access tool that allows a Dell service and
support associate to access your computer through a broadband connection,
diagnose your problem and repair it all under your supervision. For more
information, go to support.dell.com and click DellConnect.
Online Services
You can learn about Dell products and services at the following websites:
www.dell.com
www.dell.com/ap (Asian/Pacific countries only)
www.dell.com/jp (Japan only)
www.euro.dell.com (Europe only)
www.dell.com/la (Latin American and Caribbean countries)
www.dell.ca (Canada only)
You can access Dell Support through the following websites and e-mail
addresses:
•
Dell Support websites
support.dell.com
support.jp.dell.com (Japan only)
support.euro.dell.com (Europe only)
66
Getting Help
•
Dell Support e-mail addresses
mobile_support@us.dell.com
support@us.dell.com
la-techsupport@dell.com (Latin America and Caribbean countries only)
apsupport@dell.com (Asian/Pacific countries only)
•
Dell Marketing and Sales e-mail addresses
apmarketing@dell.com (Asian/Pacific countries only)
sales_canada@dell.com (Canada only)
•
Anonymous file transfer protocol (FTP)
ftp.dell.com
Log in as user: anonymous, and use your e-mail address as your password.
AutoTech Service
Dell's automated support service—AutoTech—provides recorded answers to
the questions most frequently asked by Dell customers about their portable
and desktop computers.
When you call AutoTech, use your touch-tone telephone to select the
subjects that correspond to your questions. For the telephone number to call
for your region, see "Contacting Dell" on page 71.
Automated Order-Status Service
To check on the status of any Dell products that you have ordered, you can go
to support.dell.com, or you can call the automated order status service. A
recording prompts you for the information needed to locate and report on
your order. For the telephone number to call for your region, see "Contacting
Dell" on page 71.
Problems With Your Order
If you have a problem with your order, such as missing parts, wrong parts, or
incorrect billing, contact Dell for customer assistance. Have your invoice or
packing slip available when you call. For the telephone number to call for your
region, see "Contacting Dell" on page 71.
Getting Help
67
Product Information
If you need information about additional products available from Dell, or if
you would like to place an order, visit the Dell website at www.dell.com. For
the telephone number to call for your region or to speak to a sales specialist,
see "Contacting Dell" on page 71.
Returning Items for Warranty Repair or Credit
Prepare all items being returned, whether for repair or credit, as follows:
1 Call Dell to obtain a Return Material Authorization Number, and write the
number clearly and prominently on the outside of the box.
For the telephone number to call for your region, see "Contacting Dell" on
page 71.
2 Include a copy of the invoice and a letter describing the reason for the
return.
3 Include a copy of the Diagnostics Checklist (see "Diagnostics Checklist"
on page 70), indicating the tests that you have run and any error messages
reported by the Dell Diagnostics (see "Troubleshooting Tips" on page 44).
4 Include any accessories that belong with the item(s) being returned
(power cables, software media, guides, and so on) if the return is for credit.
5 Pack the equipment to be returned in the original (or equivalent) packing
materials.
You are responsible for paying shipping expenses. You are also responsible for
insuring any product returned, and you assume the risk of loss during
shipment to Dell. Collect On Delivery (C.O.D.) packages are not accepted.
Returns that are missing any of the preceding requirements will be refused at
Dell’s receiving dock and returned to you.
68
Getting Help
Before You Call
NOTE: Have your Express Service Code ready when you call. The code helps Dell’s
automated-support telephone system direct your call more efficiently. You may also
be asked for your Service Tag (located on the back or bottom of your computer).
Remember to fill out the Diagnostics Checklist (see "Diagnostics Checklist"
on page 70). If possible, turn on your computer before you call Dell for
assistance and call from a telephone at or near the computer. You may be
asked to type some commands at the keyboard, relay detailed information
during operations, or try other troubleshooting steps possible only at the
computer itself. Ensure that the computer documentation is available.
CAUTION: Before working inside your computer, read and follow the safety
instructions provided with your computer.
Getting Help
69
Diagnostics Checklist
Name:
Date:
Address:
Phone number:
Service Tag (bar code on the back or bottom of the computer):
Express Service Code:
Return Material Authorization Number (if provided by Dell support technician):
Operating system and version:
Devices:
Expansion cards:
Are you connected to a network? Yes No
Network, version, and network adapter:
Programs and versions:
See your operating system documentation to determine the contents of the
system’s start-up files. If the computer is connected to a printer, print each file.
Otherwise, record the contents of each file before calling Dell.
Error message, beep code, or diagnostic code:
Description of problem and troubleshooting procedures you performed:
70
Getting Help
Contacting Dell
For customers in the United States, call 800-WWW-DELL (800-999-3355).
NOTE: If you do not have an active Internet connection, you can find contact
information on your purchase invoice, packing slip, bill, or Dell product catalog.
Dell provides several online and telephone-based support and service options.
Availability varies by country and product, and some services may not be
available in your area. To contact Dell for sales, technical support, or
customer service issues:
1 Visit support.dell.com.
2 Verify your country or region in the Choose A Country/Region drop-down
menu at the bottom of the page.
3 Click Contact Us on the left side of the page.
4 Select the appropriate service or support link based on your need.
5 Choose the method of contacting Dell that is convenient for you.
Getting Help
71
72
Getting Help
Index
B
beep codes, 30
C
CDs
operating system, 63
computer
beep codes, 30
crashes, 47-48
restore to previous state, 55
stops responding, 47
conflicts
software and hardware
incompatibilities, 38
contacting Dell, 71
D
Dell
contacting, 71
DellConnect, 66
diagnostics
beep codes, 30
documentation
User’s Guide, 64
drivers, 51
identifying, 51
reinstalling, 52
E
ergonomics information, 64
error messages
beep codes, 30
F
Factory Image Restore, 58
Files and Settings Transfer
Wizard, 15
H
hardware
beep codes, 30
conflicts, 38
Hardware Troubleshooter, 38
Index
73
I
Internet connection
about, 13
options, 13
setting up, 13
IRQ conflicts, 38
M
memory
problems, 46
problems
beep codes, 30
blue screen, 48
computer crashes, 47-48
computer stops responding, 47
conflicts, 38
general, 47
memory, 46
power, 45
power light conditions, 45
program crashes, 47
program stops responding, 47
restore to previous state, 55-56
software, 47-48
O
operating system
media, 60
reinstalling, 63
S.M.A.R.T, 38
software
conflicts, 38
problems, 47-48
P
PC Restore, 57, 59
phone numbers, 71
power
problems, 45
power light, 49
conditions, 45
printer
connecting, 13
setting up, 13
74
S
Index
specifications
audio, 21
computer information, 19
connectors, 22
controls and lights, 24
drives, 20
environmental, 26
expansion bus, 21
memory, 20
physical, 26
power, 25
processor, 19
video, 20
support
contacting Dell, 71
System Restore, 55-56
T
telephone numbers, 71
transferring information to a new
computer, 15
troubleshooting
conflicts, 38
error messages, 32
Hardware Troubleshooter, 38
restore to previous state, 55-56
W
Windows Vista
Dell Factory Image Restore, 57
System Restore, 56
Windows XP
Dell PC Restore, 57
Device Driver Rollback, 52
Files and Settings Transfer
Wizard, 15
Hardware Troubleshooter, 38
reinstalling, 63
System Restore, 55-56
wizards
Files and Settings Transfer
Wizard, 15
Index
75
76
Index
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