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Solving Problems

Dell Precision™ Workstation 390 User's Guide

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

Fill out the Diagnostics Checklist as you complete these checks.

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 in the Product Information Guide.

Replace the battery  —  If you have to repeatedly reset time and date information after turning on the computer, or if an incorrect time or date displays during start-up, replace the battery (see Battery). If the battery still does not work properly, contact Dell (see Contacting Dell).

Card Problems

Fill out the Diagnostics Checklist as you complete these checks.

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

CAUTION: To guard against electrical shock, always unplug your computer from the electrical outlet before opening the cover.

NOTICE: To prevent static damage to components inside your computer, discharge static electricity from your body before you touch any of your computer's electronic components. You can do so by touching an unpainted metal surface on the computer.

Check the card seating and cable  —   Turn off the computer and devices, disconnect them from their electrical outlets, wait 10 to 20 seconds, and then remove the computer cover (see Removing the Computer Cover). Ensure that each card is firmly seated in its connector. Reseat any loose cards. Ensure that all cables are firmly connected to their corresponding connectors on the cards. If any cables appear loose, reconnect them. For instructions on which cables should be attached to specific connectors on a card, see the card's documentation. Close the computer cover reconnect the computer and devices to electrical outlets, and then turn them on.

Test the graphics card  —   Turn off the computer and devices, disconnect them from their electrical outlets, wait 10 to 20 seconds, and then remove the remove the computer cover (see Removing the Computer Cover). Remove all cards except the graphics card. See Removing a PCI Card. If your primary hard drive is connected to a drive controller card and not to one of the system board IDE connectors, leave the drive controller card installed in the computer. Close the computer cover, reconnect the computer and devices to electrical outlets, and then turn them on. Run the Dell Diagnostics (see Dell Diagnostics).

Test the cards  —   Turn off the computer and devices, disconnect them from their electrical outlets, wait 10 to 20 seconds, and then remove the computer cover (see Removing the Computer Cover). Reinstall one of the cards that you removed previously. See Installing a PCI Card. Close the computer cover, reconnect the computer and devices to electrical outlets, and then turn them on. Run the Dell Diagnostics (see Dell Diagnostics). If any of the tests fail, the card you just reinstalled is faulty and needs to be replaced. Repeat this process until you have reinstalled all cards.

Card Fan Problems

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

CAUTION: To guard against electrical shock, always unplug your computer from the electrical outlet before opening the cover.

NOTICE: To prevent static damage to components inside your computer, discharge static electricity from your body before you touch any of your computer's electronic components. You can do so by touching an unpainted metal surface on the computer.

Check the cable connections  —  Make sure the card fan cable is connected firmly to the card fan connector on the system board (see System Board Components).

Drive Problems

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

CAUTION: To guard against electrical shock, always unplug your computer from the electrical outlet before opening the cover.

NOTICE: To prevent static damage to components inside your computer, discharge static electricity from your body before you touch any of your computer's electronic components. You can do so by touching an unpainted metal surface on the computer.

Fill out the Diagnostics Checklist as you complete these checks.

Ensure that Microsoft® Windows® recognizes the drive  —  Click the Start button and 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.

Test the drive  —   Insert another floppy disk, CD, or DVD to eliminate the possibility that the original one is defective. Insert a bootable floppy disk and restart the computer.

Clean the drive or disk  —  See Cleaning Your Computer.

Check the cable connections

Check for Software and Hardware Conflicts

Run the Dell Diagnostics (see Dell Diagnostics)

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.

Adjust the Windows 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.

Check the speakers and subwoofer  —  See Sound and Speaker Problems.

Problems writing to a CD/DVD-RW drive

Close other programs  —  The CD/DVD-RW drive must receive a steady stream of data when writing. If the stream is interrupted, an error occurs. Try closing all programs before you write to the CD/DVD-RW.

Turn off Standby mode in Windows before writing to a CD/DVD-RW disc  —  See Power Management for information on Power Management modes.

Hard drive problems

Running the Dell™ IDE Hard Drive Diagnostics  —  The Dell IDE Hard Drive Diagnostics is a utility that tests the hard drive to troubleshoot or confirm a hard drive failure. Turn on your computer (if your computer is already on, restart it). When F2 = Setup appears in the upper-right corner of the screen, press <Ctrl><Alt><d>. Follow the instructions on the screen.

Run Check Disk  —   Click the Start button and click My Computer. Right-click Local Disk C:. Click Properties. Click the Tools tab. Under Error-checking, click Check Now. Click Scan for and attempt recovery of bad sectors. Click Start.

E-Mail, Modem, and Internet Problems

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

CAUTION: To guard against electrical shock, always unplug your computer from the electrical outlet before opening the cover.

NOTICE: To prevent static damage to components inside your computer, discharge static electricity from your body before you touch any of your computer's electronic components. You can do so by touching an unpainted metal surface on the computer.

NOTE: Connect the modem to an analog telephone jack only. The modem does not operate while it is connected to a digital telephone network.

Check the Microsoft Outlook® Express Security Settings  —  If you cannot open your e-mail attachments: In Outlook Express, click Tools, click Options, and then click Security. Click Do not allow attachments to remove the checkmark.

Check the telephone line connection  — Check the telephone jack  — Connect the modem directly to the telephone wall jack  — Use 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 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.

Run the Modem Helper 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 all computers.)

Verify that the modem is communicating with Windows  —   Click the Start button and click Control Panel. Click Printers and Other Hardware. Click Phone and Modem Options. Click the Modems tab. Click the COM port for your modem. Click Properties, click the Diagnostics tab, and then click Query Modem to verify that the modem is communicating with Windows. If all commands receive responses, the modem is operating properly.

Ensure that you are connected to the Internet  —  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.

IEEE 1394 Device Problems

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

CAUTION: To guard against electrical shock, always unplug your computer from the electrical outlet before opening the cover.

NOTICE: To prevent static damage to components inside your computer, discharge static electricity from your body before you touch any of your computer's electronic components. You can do so by touching an unpainted metal surface on the computer.

NOTE: The front IEEE 1394 connector is optional and only available if you purchased an IEEE 1394 card. To order a card, contact Dell (see Contacting Dell).

Ensure that the IEEE 1394 device is properly connected  —  Ensure that the cable for the IEEE 1394 device is properly inserted into the device and into the connector on the computer.

Ensure that the IEEE 1394 device is recognized by Windows  —   Click the Start button and click Control Panel. Click Printers and Other Hardware. If your IEEE 1394 device is listed, Windows recognizes the device.

If you have problems with a Dell-provided IEEE 1394 device  —   If you have problems with an IEEE 1394 device not provided by Dell  — Contact Dell (see Contacting Dell) or the IEEE 1394 device manufacturer.

Keyboard Problems

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

Check the keyboard cable  —   Ensure that the keyboard cable is firmly connected to the computer. Shut down the computer (see Turn Off Your Computer), reconnect the keyboard cable as shown in the Quick Reference Guide for your computer, and then restart the computer. Check the cable connector for bent or broken pins and for damaged or frayed cables. Straighten bent pins. Remove keyboard extension cables and connect the keyboard directly to the computer.

Test the keyboard  —  Connect a properly working keyboard to the computer, and try using the keyboard. If the new keyboard works, the original keyboard is faulty.

Check for Software and Hardware Conflicts —  See Resolving Software and Hardware Incompatibilities.

Lockups and Software Problems

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

The computer does not start up

Check the Diagnostic Lights —  See Diagnostic Lights

Ensure that the power cable is firmly connected to the computer and to the electrical outlet

The computer stops responding

NOTICE: You might lose data if you are unable to perform an operating system shutdown.

Turn 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. Then restart your computer.

A program stops responding

End the program  —   Press <Ctrl><Shift><Esc> simultaneously. Click Applications. Click the program that is no longer responding. Click End Task.

A program crashes repeatedly

NOTE: Software usually includes installation instructions in its documentation or on a floppy disk or CD.

Check the software documentation  —  If necessary, uninstall and then reinstall the program.

A program is for an earlier Microsoft® Windows® operating system

If You Are Using Windows XP, Run the Program Compatibility Wizard  —   The Program Compatibility Wizard configures a program so it runs in an environment similar to non-Windows XP operating system environments. Click the Start button, point to All Programs® Accessories, and then click Program Compatibility Wizard. In the welcome screen, click Next. Follow the instructions on the screen.

A solid blue screen appears

Turn 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. Then restart your computer.

Other software problems

Check 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.

Back up your files immediately

Use a virus-scanning program to check the hard drive, floppy disks, or CDs

Save and close any open files or programs and shut down your computer through the Start menu — (See Turn Off Your Computer.

Run the Dell Diagnostics — (See Dell Diagnostics) If all tests run successfully, the error condition is related to a software problem.

Memory Problems

Fill out the Diagnostics Checklist as you complete these checks.

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

CAUTION: To guard against electrical shock, always unplug your computer from the electrical outlet before opening the cover.

NOTICE: To prevent static damage to components inside your computer, discharge static electricity from your body before you touch any of your computer's electronic components. You can do so by touching an unpainted metal surface on the 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 Installing Memory. Reseat the memory modules to ensure that your computer is successfully communicating with the memory. See Memory. Run the Dell Diagnostics (see Dell Diagnostics).

If you experience other memory problems  — Reseat the memory modules to ensure that your computer is successfully communicating with the memory. See Memory. Ensure that you are following the memory installation guidelines. See Installing Memory. Run the Dell Diagnostics (see Dell Diagnostics).

Mouse Problems

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

Check the mouse cable  —   Check the cable connector for bent or broken pins and for damaged or frayed cables. Straighten bent pins. Remove mouse extension cables, if used, and connect the mouse directly to the computer. Shut down your computer (see Turn Off Your Computer), reconnect the mouse cable as shown in the Quick Reference Guide for your computer, and then restart the computer.

Restart the computer  — Simultaneously press <Ctrl><Esc> to display the Start menu. Type u, press the keyboard arrow keys to highlight Shut down or Turn Off, and then press <Enter>. After the computer turns off, reconnect the mouse cable as shown in the Quick Reference Guide for your computer. Start the computer.

Test the mouse  — Connect a properly working mouse to the computer, and try using the mouse. If the new mouse works, the original mouse is faulty.

Check the mouse settings  — Click the Start button, click Control Panel, and then click Printers and Other Hardware. Click Mouse. Try adjusting the settings.

Reinstall the mouse driver — See Using Microsoft® Windows® XP System Restore.

Check for Software and Hardware Conflicts — See Resolving Software and Hardware Incompatibilities.

Network Problems

Fill out the Diagnostics Checklist as you complete these checks.

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

Check the network cable connector  —  Ensure that the network cable is firmly inserted into both the network connector on the back of the computer and the network jack.

Check the network lights on the back of the computer  —  No light indicates that no network communication exists. Replace the network cable. For a description of network lights, see Controls and Lights.

Restart the computer and log on to the network again

Check 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.

Check for Software and Hardware Conflicts

Power Problems

Fill out the Diagnostics Checklist as you complete these checks.

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

CAUTION: To guard against electrical shock, always unplug your computer from the electrical outlet before opening the cover.

NOTICE: To prevent static damage to components inside your computer, discharge static electricity from your body before you touch any of your computer's electronic components. You can do so by touching an unpainted metal surface on the computer.

If the power light is green and the computer is not responding  —  See Diagnostic Lights.

If the power light is blinking green  —  The computer is in standby mode. Press a key on the keyboard or move the mouse 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. Also 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. Ensure that the main power cable and front panel cable are securely connected to the system board.

If the power light is amber and green or steady amber  —  A device might be malfunctioning or incorrectly installed. Remove and then reinstall the memory modules. See Memory. Remove and then reinstall any cards. See Cards. Remove and then reinstall the graphics card, if applicable. See Cards.

If the power light is blinking amber  —  The computer is receiving electrical power, but an internal power problem might exist. Ensure that the voltage is set (see voltage selection switch) to match the AC power at your location (if applicable). Ensure that the processor power cable is securely connected to the system board.

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

Printer Problems

Fill out the Diagnostics Checklist as you complete these checks.

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

NOTE: If you need technical assistance for your printer, contact the printer's manufacturer.

Check the printer documentation  —  See the printer documentation for setup and troubleshooting information.

Ensure that the printer is turned on

Check the printer cable connections  —   See the printer documentation for cable connection information. Ensure that the printer cables are securely connected to the printer and the computer.

Test the electrical outlet  —  Ensure that the electrical outlet is working by testing it with another device, such as a lamp.

Verify that the printer is recognized by Windows  —   Click the Start button, click Control Panel, and then click Printers and Other Hardware. Click View installed printers or fax printers. If the printer is listed, right-click the printer icon. Click Properties and click the Ports tab. For a parallel printer, ensure that the Print to the following port(s): setting is LPT1 (Printer Port). For a USB printer, ensure that the Print to the following port(s): setting is USB.

Reinstall the printer driver  —  See the printer documentation for instructions

Serial or Parallel Device Problems

Fill out the Diagnostics Checklist as you complete these checks.

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

NOTE: If you are having a problem with a printer, see Printer Problems.

Check the option setting  —  See the device's documentation for the recommended settings. Then enter system setup (see Entering System Setup) and go to the Integrated Devices option settings. Ensure that the Serial Port setting or the Parallel Port setting matches the recommended settings.

Run the Dell Diagnostics (see Dell Diagnostics)

Sound and Speaker Problems

Fill out the Diagnostics Checklist as you complete these checks.

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

No sound from speakers

NOTE: The volume control in some MP3 players overrides the Windows volume setting. If you have been listening to MP3 songs, ensure that you did not turn the player volume down or off.

Check 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.

Ensure 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.

Adjust the Windows 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.

Disconnect headphones from the headphone connector  —  Sound from the speakers is automatically disabled when headphones are connected to the computer's front-panel headphone connector.

Test the electrical outlet  —  Ensure that the electrical outlet is working by testing it with another device, such as a lamp.

Enable digital mode  —  Your speakers do not work if the CD drive is operating in analog mode. Click the Start button, click Control Panel, and then click Sounds, Speech, and Audio Devices. Click Sounds and Audio Devices. Click the Hardware tab. Double-click the name of your CD drive. Click the Properties tab Check the Enable digital CD audio for this CD-ROM device box.

Eliminate possible interference  —  Turn off nearby fans, fluorescent lights, or halogen lamps to check for interference.

Run the speaker diagnostics

Reinstall the audio driver — See Reinstalling Drivers and Utilities.

Check the device option setting  —  Enter system setup (see Entering System Setup) and ensure that Sound under the Integrated Devices option is set to On. Exit system setup and restart your computer.

Run the Dell Diagnostics (see Dell Diagnostics)

Check for Software and Hardware Conflicts

No sound from headphones

Check the headphone cable connection  —  Ensure that the headphone cable is securely inserted into the headphone connector. See Information About Your Computer.

Disable digital mode  —  Your headphones do not work if the CD drive is operating in digital mode. Click the Start button, click Control Panel, and then click Sounds, Speech, and Audio Devices. Click Sounds and Audio Devices. Click the Hardware tab. Double-click the name of your CD drive. Click the Properties tab. Uncheck the Enable digital CD audio for this CD-ROM device box.

Adjust the Windows 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

Fill out the Diagnostics Checklist as you complete these checks.

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

If the screen is blank

NOTE: See the monitor documentation for troubleshooting procedures.

Check the monitor cable connection  —   If you purchased a graphics card, ensure that the monitor is connected to the card. Ensure that your monitor is properly connected (see the Quick Reference Guide that came with your computer). If you are using a graphics extension cable and removing the cable solves the problem, the cable is defective. Swap the computer and monitor power cables to determine if the power cable is defective. Check the connector for bent or broken pins. (It is normal for monitor cable connectors to have missing pins.)

Check the monitor power light  —  If the power light is off, firmly press the button to ensure that the monitor is turned on. If the power light is lit or blinking, the monitor has power. If the power light is blinking, press a key on the keyboard or move the mouse.

Test the electrical outlet  —  Ensure that the electrical outlet is working by testing it with another device, such as a lamp.

Test the monitor  —  Connect a properly working monitor to the computer, and try using the monitor. If the new monitor works, the original monitor is faulty.

Check the Diagnostic Lights  —  See Diagnostic Lights.

Check the card setting  —  Enter system setup (see Entering System Setup) and ensure that Primary Video Controller under the Integrated Devices option is set correctly. For an AGP card, set Primary Video Controller to AGP. For a PCI card, set Primary Video Controller to Auto. Exit system setup and restart your computer.

Run the Dell Diagnostics  —  See Dell Diagnostics

If the screen is difficult to read

Check 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.

Move 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.

Move 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.

Adjust the Windows display settings  —   Click the Start button, click Control Panel, and then click Appearance and Themes. Click Display and click the Settings tab. Try different settings for Screen resolution and Color quality.

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