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Solving Problems
Troubleshooting Tips
Follow these tips when you troubleshoot your computer:
• 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 technical support personnel diagnose and fix the problem(s).
• If an error message occurs in a program, see the program’s documentation.
Battery Problems
CAUTION:
There is a danger of a new battery exploding if it is incorrectly installed. Replace the battery only with the same or equivalent type recommended by the manufacturer. Discard used batteries according to the manufacturer's instructions.
CAUTION:
Before you begin any of the procedures in this section, follow the safety instructions located in the Product Information Guide.
R EPLACE THE BATTERY — If you have to repeatedly reset time and date information after turning on
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Drive Problems
CAUTION:
Before you begin any of the procedures in this section, follow the safety instructions located in the
Product Information Guide.
E NSURE THAT M ICROSOFT® W INDOWS® RECOGNIZES THE DRIVE — Click the Start button, then click My Computer. If the floppy, CD, or DVD drive, is not listed, perform a full scan with your antivirus software to check for and remove viruses. Viruses can sometimes prevent Windows from recognizing the drive.
T EST THE DRIVE —
• Insert another floppy disk, CD, or DVD to eliminate the possibility that the original drive is defective.
• Insert a bootable floppy disk and restart the computer.
NOTE:
This system supports an optional USB floppy drive.
C LEAN THE DRIVE OR DISK —
See "Cleaning Your Computer" on page 109.
C HECK THE CABLE CONNECTIONS
R UN THE H ARDWARE T ROUBLESHOOTER —
See "Resolving Software and Hardware Incompatibilities" on page 56.
R UN THE D ELL D IAGNOSTICS —
See "Dell Diagnostics" on page 52.
CD and DVD drive problems
NOTE:
High-speed CD or DVD drive vibration is normal and may cause noise, which does not indicate a defect in the drive or the CD or DVD.
NOTE:
Because of different regions worldwide and different disc formats, not all DVD titles work in all DVD drives.
A DJUST THE W INDOWS VOLUME CONTROL —
• Click the speaker icon in the lower-right corner of your screen.
• Ensure that the volume is turned up by clicking the slidebar and dragging it up.
• Ensure that the sound is not muted by clicking any boxes that are checked.
C HECK THE SPEAKERS AND SUBWOOFER —
See "Sound and Speaker Problems" on page 46.
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Solving Problems
Problems writing to a CD/DVD-RW drive
C LOSE OTHER PROGRAMS — The CD/DVD-RW drive must receive a steady stream of data during the writing process. If the stream is interrupted, an error occurs. Try closing all programs before you write to the CD/DVD-RW.
T URN OFF STANDBY MODE IN W INDOWS BEFORE WRITING TO A C D / D V D - R W DISC —
Management" on page 28 or search for the keyword
standby in Windows Help and Support Center for information on power management modes.
Hard drive problems
R UN C HECK D ISK —
1 Click Start, then click My Computer.
2 Right-click Local Disk C:.
3 Click Properties.
4 Click the Tools tab.
5 Under Error-checking, click Check Now.
6 Click Scan for and attempt recovery of bad sectors.
7 Click Start.
E-Mail, Modem, and Internet Problems
CAUTION:
Before you begin any of the procedures in this section, follow the safety instructions located in the
Product Information Guide.
NOTE:
Connect the modem to an analog telephone jack only. The modem does not operate while it is connected to a digital telephone network.
C HECK THE M ICROSOFT O UTLOOK® E XPRESS S ECURITY S ETTINGS — If you cannot open your e-mail attachments:
1 In Outlook Express, click Tools, click Options, and then click Security.
2 Click Do not allow attachments to remove the checkmark, as needed.
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C HECK THE TELEPHONE LINE CONNECTION —
C HECK THE TELEPHONE JACK —
C ONNECT THE MODEM DIRECTLY TO THE TELEPHONE WALL JACK —
U SE A DIFFERENT TELEPHONE LINE —
• Verify that the telephone line is connected to the jack on the modem (the jack has either a green label or a connector-shaped icon next to it).
• Ensure that you hear or feel a click when you insert the telephone line connector into the modem.
• Disconnect the telephone line from the modem and connect it to a telephone. Listen for a dial tone.
• If you have other telephone devices sharing the line, such as an answering machine, fax machine, surge protector, or line splitter, then bypass them and use the telephone to connect the modem directly to the telephone wall jack. If you are using a line that is 3 m (10 ft) or more in length, try a shorter one.
R UN THE M ODEM H ELPER DIAGNOSTICS — Click the Start button, point to All Programs, and then click Modem Helper. Follow the instructions on the screen to identify and resolve modem problems.
Modem Helper is not available on certain computers.
V ERIFY THAT THE MODEM IS COMMUNICATING WITH W INDOWS —
1 Click Start, then click Control Panel.
2 Click Printers and Other Hardware.
3 Click Phone and Modem Options.
4 Click the Modems tab.
5 Click the COM port for your modem.
6 Click Properties, click the Diagnostics tab, and then click Query Modem to verify that the modem is communicating with Windows.
If all commands receive a response, the modem is operating properly.
E NSURE THAT YOU ARE CONNECTED TO THE I NTERNET — Ensure that you have subscribed to an
Internet provider. With the Outlook Express e-mail program open, click File. If Work Offline has a checkmark next to it, click the checkmark to remove it and connect to the Internet. For help, contact your Internet service provider.
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Solving Problems
Error Messages
CAUTION:
Before you begin any of the procedures in this section, follow the safety instructions located in the
Product Information Guide.
was running when the message appeared.
A FILENAME CANNOT CONTAIN ANY OF THE FOLLOWING CHARACTERS : \ / : * ? “ < > | — Do not use these characters in filenames.
A REQUIRED . D L L FILE WAS NOT FOUND —
The program that you are trying to open is missing an
essential file. To remove and then reinstall the program:
1 Click the Start button, click Control Panel, and then click Add or Remove Programs.
2 Select the program you want to remove.
3 Click the Change or Remove Program icon.
4
See the program documentation for installation instructions.
drive letter :\ IS NOT ACCESSIBLE . T HE DEVICE IS NOT READY — The drive cannot read the disk.
Insert a disk into the drive and try again.
I
NSERT BOOTABLE MEDIA — Insert a bootable floppy disk or CD.
NOTE:
This system supports an optional USB floppy drive.
N ON SYSTEM DISK ERROR —
Remove the floppy disk from the drive and restart your computer.
NOTE:
This system supports an optional USB floppy drive.
N OT ENOUGH
. C LOSE SOME PROGRAMS AND TRY AGAIN — Close all
windows and open the program that you want to use. In some cases, you may have to restart your
computer to restore computer resources. If so, run the program that you want to use first.
O PERATING SYSTEM NOT FOUND —
Contact Dell (see "Contacting Dell" on page 112).
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Media Card Reader Problems
CAUTION:
Before you begin any of the procedures in this section, follow the safety instructions located in the
Product Information Guide.
N O DRIVE LETTER IS ASSIGNED —
When Microsoft Windows XP detects the Media Card Reader, the device is automatically assigned a drive letter as the next logical drive after all other physical drives in the system. If the next logical drive after the physical drives is mapped to a network drive, Windows XP does not automatically assign a drive letter to the Media Card Reader.
To manually assign a drive for the Media Card Reader:
1 Right-click My Computer, then select Manage.
2 Select the Disk Management option.
3 Right-click the corresponding drive letter in the right pane that needs to be changed.
4 Select Drive Letter and Paths.
5 From the drop-down list, select the new drive letter assignment for the Media Card Reader.
6 Click OK to confirm your selection.
NOTE:
The Media Card Reader appears as a mapped drive only when it is connected. Each of the four
Media Card Reader slots are mapped to a drive even if no media is installed. If you attempt to access the
Media Card Reader when no media is inserted, you are prompted to insert media.
IEEE 1394 Device Problems
CAUTION:
Before you begin any of the procedures in this section, follow the safety instructions located in the
Product Information Guide.
E NSURE THAT THE CABLE FOR THE I E E E 1 3 9 4 DEVICE IS PROPERLY INSERTED INTO THE DEVICE AND
INTO THE CONNECTOR ON THE COMPUTER
E NSURE THAT THE I E E E 1 3 9 4 DEVICE IS RECOGNIZED BY W INDOWS —
1 Click the Start button, then click Control Panel.
2 Click Printers and Other Hardware.
If your IEEE 1394 device is listed, Windows recognizes the device.
I F YOU HAVE PROBLEMS WITH A D ELL I E E E 1 3 9 4 DEVICE —
Contact Dell (see "Contacting Dell" on page 112).
I F YOU HAVE PROBLEMS WITH A NON - D ELL I E E E 1 3 9 4 DEVICE — Contact the manufacturer of the
IEEE 1394 device.
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Solving Problems
Keyboard Problems
CAUTION:
Before you begin any of the procedures in this section, follow the safety instructions located in the
Product Information Guide.
C HECK THE KEYBOARD CABLE —
• Ensure that the keyboard cable is firmly connected to the computer.
• Reconnect the keyboard cable as shown on the setup diagram for your computer.
• Ensure that the cable is not damaged or frayed and check cable connectors for bent or broken pins.
Straighten any bent pins.
• Remove any keyboard extension cables and connect the keyboard directly to the computer.
T EST THE KEYBOARD — Connect a properly working keyboard to the computer, then try using the keyboard.
R UN THE H ARDWARE T ROUBLESHOOTER —
See "Resolving Software and Hardware Incompatibilities" on page 56.
Lockups and Software Problems
CAUTION:
Before you begin any of the procedures in this section, follow the safety instructions located in the
Product Information Guide.
The computer does not start up
C HECK THE D IAGNOSTIC L IGHTS —
See "Diagnostic Lights" on page 49.
E NSURE 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.
T URN THE COMPUTER OFF — 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.
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A program stops responding
E ND THE PROGRAM —
1 Press <Ctrl><Shift><Esc> simultaneously to access the Windows 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 floppy disk or CD.
C HECK THE SOFTWARE DOCUMENTATION — If necessary, uninstall and then reinstall the program.
A program is designed for an earlier Windows operating system
R UN THE P ROGRAM C OMPATIBILITY W IZARD —
The Program Compatibility Wizard configures a program so that it runs in an environment similar to non-Windows XP operating system environments.
1 Click the Start, point to All Programs → Accessories, and then click Program Compatibility Wizard.
2 In the welcome screen, click Next.
3 Follow the instructions on the screen.
A solid blue screen appears
T URN THE COMPUTER OFF — 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.
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Solving Problems
Other software problems
C HECK THE SOFTWARE DOCUMENTATION OR CONTACT THE SOFTWARE MANUFACTURER FOR
TROUBLESHOOTING INFORMATION —
• 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.
B ACK UP YOUR FILES IMMEDIATELY
U SE A VIRUS SCANNING PROGRAM TO CHECK THE HARD DRIVE , FLOPPY DISKS , OR C D S
S AVE AND CLOSE ANY OPEN FILES OR PROGRAMS AND SHUT DOWN YOUR COMPUTER THROUGH THE
START MENU
Memory Problems
CAUTION:
Before you begin any of the procedures in this section, follow the safety instructions located in the
Product Information Guide.
I F 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 "Installing Memory" on page 68).
• Reseat the memory modules (see "Memory" on page 66) to ensure that your computer is successfully
communicating with the memory.
• Run the Dell Diagnostics (see "Dell Diagnostics" on page 52).
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I F YOU EXPERIENCE OTHER MEMORY PROBLEMS —
• Reseat the memory modules (see "Memory" on page 66) to ensure that your computer is successfully
communicating with the memory.
• 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 66.
• Run the Dell Diagnostics (see "Dell Diagnostics" on page 52).
Mouse Problems
CAUTION:
Before you begin any of the procedures in this section, follow the safety instructions located in the
Product Information Guide.
C LEAN THE MOUSE —
C HECK THE MOUSE CABLE —
• Ensure that the cable is not damaged or frayed and check cable connectors for bent or broken pins.
Straighten any bent pins.
• Remove any mouse extension cables, and connect the mouse directly to the computer.
• Verify that the mouse cable is connected as shown on the setup diagram for your computer.
R ESTART THE COMPUTER —
1 Simultaneously press <Ctrl><Esc> to display the Start menu.
2 Press < u>
<Enter>.
, press the up- and down-arrow keys to highlight Shut down or Turn Off, and then press
3 After the computer turns off, reconnect the mouse cable as shown on the setup diagram.
4 Turn on the computer.
T EST THE MOUSE — Connect a properly working mouse to the computer, then try using the mouse.
C HECK THE MOUSE SETTINGS —
1 Click Start, click Control Panel, and then click Printers and Other Hardware.
2 Click Mouse.
3 Adjust the settings, as needed.
R EINSTALL THE MOUSE DRIVER —
See "Reinstalling Drivers" on page 55.
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R UN THE H ARDWARE T ROUBLESHOOTER —
See "Resolving Software and Hardware Incompatibilities" on page 56.
Network Problems
CAUTION:
Before you begin any of the procedures in this section, follow the safety instructions located in the
Product Information Guide.
C HECK THE NETWORK CABLE CONNECTOR — Ensure that the network cable is firmly inserted into the network connector on the back of the computer and the network jack.
C HECK THE NETWORK LIGHTS ON THE BACK OF THE COMPUTER — If the link integrity light is off (see
"Controls and Lights" on page 100), no network communication exists. Replace the network cable.
R ESTART THE COMPUTER AND LOG ON TO THE NETWORK AGAIN
C HECK YOUR NETWORK SETTINGS — Contact your network administrator or the person who set up your network to verify that your network settings are correct and that the network is functioning.
R UN THE H ARDWARE T ROUBLESHOOTER —
See "Resolving Software and Hardware Incompatibilities" on page 56.
Power Problems
CAUTION:
Before you begin any of the procedures in this section, follow the safety instructions located in the
Product Information Guide.
I F THE POWER LIGHT IS GREEN AND THE COMPUTER IS NOT RESPONDING —
See "Diagnostic Lights" on page 49.
I F 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.
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I F THE POWER LIGHT IS OFF — 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
"System Board Components" on page 65).
I F THE POWER LIGHT IS STEADY AMBER — A device may be malfunctioning or incorrectly installed.
• Ensure that the processor cable is securely connected to the system board (see "System Board
• Remove and then reinstall all memory modules (see "Memory" on page 66).
• Remove and then reinstall any expansion cards, including graphics cards (see "Cards" on page 70).
I F THE POWER LIGHT IS BLINKING AMBER — The computer is receiving electrical power, but an internal power problem may exist.
• Ensure that the voltage selection switch is set to match the AC power at your location (if applicable).
• Ensure that all components and cables are properly installed and securely connected to the system
board (see "System Board Components" on page 65).
E LIMINATE INTERFERENCE — 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
Printer Problems
CAUTION:
Before you begin any of the procedures in this section, follow the safety instructions located in the
Product Information Guide.
NOTE:
If you need technical assistance for your printer, contact the printer’s manufacturer.
C HECK THE PRINTER DOCUMENTATION — See the printer documentation for setup and troubleshooting information.
E NSURE THAT THE PRINTER IS TURNED ON
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C HECK THE PRINTER CABLE CONNECTIONS —
• See the printer documentation for cable connection information.
T EST THE ELECTRICAL OUTLET — Ensure that the electrical outlet is working by testing it with another device, such as a lamp.
V ERIFY THAT THE PRINTER IS RECOGNIZED BY W INDOWS —
1 Click Start, click Control Panel, and then click Printers and Other Hardware.
2 Click View installed printers or fax printers.
If the printer is listed, right-click the printer icon.
3 Click Properties, then click the Ports tab. For a USB printer, ensure that Print to the following port(s): is set to USB.
R EINSTALL THE PRINTER DRIVER — See the printer documentation for information on reinstalling the printer driver.
Scanner Problems
CAUTION:
Before you begin any of the procedures in this section, follow the safety instructions located in the
Product Information Guide.
NOTE:
If you need technical assistance for your scanner, contact the scanner’s manufacturer.
C HECK THE SCANNER DOCUMENTATION — See the scanner documentation for setup and troubleshooting information.
U NLOCK THE SCANNER — Ensure that your scanner is unlocked (if the scanner has a locking tab or button).
R ESTART THE COMPUTER AND TRY THE SCANNER AGAIN
C HECK THE CABLE CONNECTIONS —
• See the scanner documentation for information on cable connections.
• Ensure that the scanner cables are securely connected to the scanner and the computer.
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V ERIFY THAT THE SCANNER IS RECOGNIZED BY M ICROSOFT W INDOWS —
1 Click Start, click Control Panel, and then click Printers and Other Hardware.
2 Click Scanners and Cameras.
If your scanner is listed, Windows recognizes the scanner.
R EINSTALL THE SCANNER DRIVER — See the scanner documentation for information on reinstalling the scanner driver.
Sound and Speaker Problems
CAUTION:
Before you begin any of the procedures in this section, follow the safety instructions located in the
Product Information Guide.
No sound from speakers
NOTE:
The volume control in MP3 and other media players may override the Windows volume setting. Always check to ensure that the volume on the media player(s) has not been turned down or off.
C HECK THE SPEAKER CABLE CONNECTIONS — Ensure that the speakers are connected as shown on the setup diagram supplied with the speakers. If you purchased a sound card, ensure that the speakers are connected to the card.
E NSURE THAT THE SUBWOOFER AND THE SPEAKERS ARE TURNED ON — See the setup diagram supplied with the speakers. If your speakers have volume controls, adjust the volume, bass, or treble to eliminate distortion.
A DJUST THE W INDOWS VOLUME CONTROL — Click or double-click the speaker icon in the lower-right corner of your screen. Ensure that the volume is turned up and that the sound is not muted.
D ISCONNECT HEADPHONES FROM THE HEADPHONE CONNECTOR — Sound from the speakers is automatically disabled when headphones are connected to the computer’s front-panel headphone connector.
T EST THE ELECTRICAL OUTLET — Ensure that the electrical outlet is working by testing it with another device, such as a lamp.
E LIMINATE POSSIBLE INTERFERENCE — Turn off nearby fans, fluorescent lights, or halogen lamps to check for interference.
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R UN THE SPEAKER DIAGNOSTICS — See your speaker documentation for more information.
R EINSTALL THE SOUND DRIVER —
See "Reinstalling Drivers" on page 55.
R UN THE H ARDWARE T ROUBLESHOOTER —
See "Resolving Software and Hardware Incompatibilities" on page 56.
No sound from headphones
C HECK THE HEADPHONE CABLE CONNECTION — Ensure that the headphone cable is securely inserted
into the headphone connector (see "Front and Back View of the Computer" on page 13).
A DJUST THE W INDOWS VOLUME CONTROL — Click or double-click the speaker icon in the lower-right corner of your screen. Ensure that the volume is turned up and that the sound is not muted.
Video and Monitor Problems
CAUTION:
Before you begin any of the procedures in this section, follow the safety instructions located in the
Product Information Guide.
NOTE:
See the monitor documentation for troubleshooting procedures.
The screen is blank
C HECK THE MONITOR CABLE CONNECTION —
• Ensure that the monitor cable is connected as shown on the setup diagram for your computer.
• Remove any video extension cables and connect the monitor directly to the computer.
• Swap the computer and monitor power cables to determine if the monitor’s power cable is defective.
• Check the connectors for bent or broken pins (it is normal for monitor cable connectors to have missing pins).
C HECK THE MONITOR POWER LIGHT —
• If the power light is lit or blinking, the monitor has power.
• If the power light is off, firmly press the button to ensure that the monitor is turned on.
• If the power light is blinking, press a key on the keyboard or move the mouse to resume normal operation.
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T EST THE ELECTRICAL OUTLET — Ensure that the electrical outlet is working by testing it with another device, such as a lamp.
C HECK THE DIAGNOSTIC LIGHTS —
See "Diagnostic Lights" on page 49.
The screen is difficult to read
C HECK THE MONITOR SETTINGS — See the monitor documentation for instructions on adjusting the contrast and brightness, demagnetizing (degaussing) the monitor, and running the monitor self-test.
M OVE THE SUBWOOFER AWAY FROM THE MONITOR — If your speaker system includes a subwoofer, ensure that the subwoofer is at least 60 cm (2 ft) away from the monitor.
M OVE THE MONITOR AWAY FROM EXTERNAL POWER SOURCES — Fans, fluorescent lights, halogen lamps, and other electrical devices can cause the screen image to appear shaky. Turn off nearby devices to check for interference.
R OTATE THE MONITOR TO ELIMINATE SUNLIGHT GLARE AND POSSIBLE INTERFERENCE
A DJUST THE W INDOWS DISPLAY SETTINGS —
1 Click Start, click Control Panel, and then click Appearance and Themes.
2 Click Display, then click the Settings tab.
3 Adjust Screen resolution and Color quality settings, as needed.
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