Solving Problems

To access the Tell Me How help file —

1. Click the Start button, and then click Help and Support.
2. Click User and system guides, and then click User's guides.
3. Click Tell Me How.

To access Microsoft® Windows® help —

1. Click the Start button, and then click Help and Support.
2. Type a word or phrase that describes your problem, and then click the arrow icon.
3. Click the topic that describes your problem.
4. Follow the instructions shown on the screen.

To locate additional information for your computer — See "Finding Information for Your Computer."

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 using the instructions in your Owner's Manual. If the battery still does not work properly, contact Dell. See your Owner's Manual for contact information.

Ensure that Windows® recognizes the drive — Click the Start button and click My Computer. If the floppy 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 disk to eliminate the possibility that the original floppy disk is defective.
• Insert a bootable floppy disk and reboot the computer.

Ensure that the disk is not full or write-protected — Ensure that the disk has available space and that it is not write-protected (locked). See the following illustration.

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.

Test the drive with another CD — Insert another CD to eliminate the possibility that the original CD is defective.

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

Ensure that Windows recognizes the drive — Click the Start button and click My Computer. If the CD 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.

Clean the disc — See the Tell Me How help file for instructions on cleaning your CDs.To access help files, see "Finding Help Information."

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

Turn off Standby mode in Windows before writing to a CD-RW disc — For information on power conservation modes, see the Tell Me How help file or search for the keyword standby in Windows Help. To access help files, see "Finding Help Information."

Test the drive with another DVD — Insert another DVD to eliminate the possibility that the original DVD is defective.

Ensure that Windows recognizes the drive — Click the Start button and click My Computer. If the 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.

Clean the disc — See the Tell Me How help file for instructions on cleaning your DVDs. To access help files, see "Finding Help Information."

Check for interrupt request conflicts — See "Resolving Software and Hardware Incompatibilities."

Run Check Disk —

1. Click the Start button and click My Computer.
2. Right-click the drive letter (local disk) that you want to scan for errors, and then click Properties.
3. Click the Tools tab.
4. Under Error-checking, click Check Now.
5. Click Start.

Check the telephone line connection — 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.

Check the telephone jack — Disconnect the telephone line from the modem and connect it to a telephone. Listen for a dial tone.

Connect the modem directly to the telephone wall jack — 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.

Use a different telephone line — 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® —

1. Click the Start button, and 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 responses, the modem is operating properly.

Turn off call waiting (catch-phone) — See your telephone directory for instructions on deactivating this feature. Then adjust the dial-up networking connection properties.

1. Click the Start button, and then click Control Panel.
2. Click Printers and Other Hardware, and then click Phone and Modem Options.
3. Click your connection type to highlight it.
4. Click the Dialing Rules tab, and then click Edit.
5. Click the To Disable Call Waiting box to place a checkmark in it.
6. Select the disable code from the drop-down menu (for example, *70).
7. Click Apply, and then click OK.

Ensure that you are connected to the Internet — 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.

Ensure that you have subscribed to an Internet service provider — Contact an Internet service provider to subscribe.

Contact your Internet service provider — Contact your Internet service provider for assistance.

A filename cannot contain any of the following characters: \ / : * ? " < > | — Do not use these characters in filenames.

A required .DLL 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.
2. Click Control Panel.
3. Click Add or Remove Programs.
4. Select the program you want to remove.
5. Click the Change or Remove Program icon.
6. See the program documentation for installation instructions.

Insert bootable media — The operating system is trying to boot to a nonbootable floppy disk or CD. Insert a bootable floppy disk or CD.

Non-system disk error — A floppy disk is in the floppy drive. Remove the floppy disk and restart the computer.

Not enough memory or resources. Close some programs and try again — You have too many programs open. Close all windows and open the program that you want to use. In some cases, you might have to restart your computer to restore computer resources. If so, try running the program that you want to use first.

Operating system not found — Contact Dell. See your Owner's Manual for contact information.

The file being copied is too large for the destination drive — The file that you are trying to copy is too large to fit on the disk. Try copying the file to a blank disk or using a larger-capacity disk.

x:\ is not accessible. The device is not ready — The floppy drive cannot read the disk. Insert a floppy disk into the drive and try again.

Turn the computer off — If your computer locks up and 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 press the power button again to turn on the computer. You might lose data if you are unable to perform an operating system shutdown.

End the program —

1. Press <Ctrl><Shift><Esc> simultaneously.
2. Click Applications.
3. Click the program that is no longer responding.
4. Click End Task.

Check the software documentation — Many software manufacturers maintain websites with information that may help you solve the problem. Ensure that you properly installed and configured the program. If necessary, uninstall and then reinstall the program.

Run the Program Compatibility Wizard —

Windows XP provides a Program Compatibility Wizard that configures a program so it runs in an environment similar to non-Windows XP operating system environments.

1. Click the Start button, 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.

Turn the computer off — If the computer does not respond to a keystroke or a proper shutdown, press the power button for at least 8 to 10 seconds until the computer turns off. Press the power button again to restart the computer. The chkdsk program automatically runs during the start-up process. Follow the instructions on the screen.

Back up your files immediately — If your computer has a CD-RW drive or a zip drive installed, see the drive's documentation for instructions.

Ensure that you have not made an error while entering data — See the program documentation to make sure that the values or characters you are entering are valid.

Check for viruses — Use a virus-scanning program to check the hard drive, floppy disks, or CDs.

Restart the computer — Save and close any open files, exit any open programs, and then shut down your computer through the Start menu instead of pressing the power button. Otherwise, you may lose data.

Check for compatibility —

• Ensure that the program is compatible with the operating system installed on your computer and that your computer meets the minimum hardware requirements needed to run the software. See the software documentation for information.
• If necessary, uninstall and then reinstall the program.

Ensure that you properly installed and configured the program — See the software documentation for information. If necessary, uninstall and then reinstall the program.

Go to the Dell Support website —

Go to support.dell.com for help with general usage, installation, and troubleshooting questions.The support website offers several different tools to help you, such as Dell Forum—a chat room where you can communicate with other Dell customers about their computers and gain access to technical support through e-mail. See "Finding Information for Your Computer" for more information about the website. See "Dell Technical Support Policy (U.S. Only)" in your Owner's Manual for a description of the hardware and software support provided by Dell.

Call Dell — If you cannot solve your problem using the Dell Support website or e-mail service, call Dell for technical assistance. See your Owner's Manual for contact information. See "Dell Technical Support Policy (U.S. Only)" in your Owner's Manual for a description of the hardware and software support provided by Dell.

Remove any recently added hardware to see if it resolves the conflict — If removing the hardware resolves the conflict, see the hardware documentation for configuration and troubleshooting instructions. If the problem persists, contact the hardware manufacturer for technical assistance.

Check for interrupt request conflicts — See "Resolving Software and Hardware Incompatibilities."

Check the IEEE 1394 device — Ensure that the IEEE 1394 device is properly inserted into the connector.

Ensure that the IEEE 1394 device is recognized by Windows® —

1. Click the Start button.
2. Click Control Panel.
3. 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 — Contact Dell. See your Owner's Manual for contact information.

If you have problems with a IEEE 1394 device not provided by Dell — Contact the IEEE 1394 device manufacturer.

Restart the computer —

• If the mouse is functioning, shut down the computer through the Start menu. After the computer shuts down, press the power button to restart the computer.
• If the computer does not respond to a keystroke or the mouse, press the power button for at least 8 to 10 seconds until the computer turns off. Press the power button again to restart the computer.

Check the keyboard cable —

• Ensure that the keyboard cable is firmly connected to the computer.
• Shut down the computer, reconnect the keyboard cable as shown on the setup diagram 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 interrupt request conflicts — See "Resolving Software and Hardware Incompatibilities."

Restart the computer —

1. Simultaneously press <Ctrl><Esc> to display the Start menu.
2. Type u, press the keyboard arrow keys to highlight Shut down or Turn Off, and then press <Enter>.
3. After the computer turns off, press the power button to restart the computer.

If you connected the mouse before turning on the computer, reconnect the mouse cable —

1. Simultaneously press <Ctrl><Esc> to display the Start menu.
2. Type u, press the keyboard arrow keys to highlight Shut down or Turn Off, and then press <Enter>.
3. After the computer turns off, reconnect the mouse cable as shown on the setup diagram for your computer.
4. Start the computer.

If you connected the mouse after turning on the computer, remove the power cable, and then reconnect the mouse cable — If the mouse is connected after the power is turned on, the mouse appears to be nonfunctional. To make the mouse function properly:

1. While your computer is on, remove the power cable from the back of the computer.
2. Connect the mouse to the computer.
3. Reconnect the power cable.
4. Turn on your computer.

Pressing the power button does not clear the computer's settings and does not restore mouse functionality.

Check the mouse cable —

• Check the cable connector for bent or broken pins and for damaged or frayed cables. Straighten bent pins.
• Ensure that the cable is firmly connected to 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 was faulty.

Check the mouse settings —

1. Click the Start button, click Control Panel, and then click Printers and Other Hardware.
2. Click Mouse.
3. Try adjusting the settings.

Reinstall the mouse driver — See "Reinstalling Drivers."

Check for interrupt request conflicts — See "Resolving Software and Hardware Incompatibilities."

Check the network cable connector — Ensure that the network cable is connected.

Check the network lights on the back of the computer —

• A solid green connection speed light indicates a 10-Mbps connection; a solid orange connection speed light indicates a 100-Mbps connection.
• A flashing yellow network activity light indicates that data is actively being transferred on the network.

Note that the lights do not function if the Low Power Mode option is set to Enabled in the system setup program and the computer is turned off, or if a faulty network cable is connected to the network adapter.

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 interrupt request conflicts — See "Resolving Software and Hardware Incompatibilities."

Adjust the Power Properties — Your computer may be in standby or hibernate mode. For information on power conservation modes, see the Tell Me How help file, or search for the keyword standby or hibernate in Windows® Help. To access help files, see "Finding Help Information."

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.
• Ensure that the electrical outlet is working by testing it with another device, such as a lamp.
• Bypass power protection devices, power strips, and power extension cables to verify that the computer turns on.
• Ensure that the main power cable is securely connected to the system board.
• Ensure that the front panel cable is securely connected to the system board.
• If the problem persists, contact Dell. See your Owner's Manual for contact information.

If the power light is amber and green — The computer is receiving electrical power, but an internal power problem might exist.

• Ensure that the voltage selection switch is set to match the AC power at your location (see the safety instructions in your Owner's Manual).
• Ensure that the microprocessor power cable is securely connected to the system board.
• If the problem persists, contact Dell. See your Owner's Manual for contact information.

If the power light is steady amber — The computer is receiving electrical power, but an internal power problem might exist.

• Ensure that the microprocessor power cable is securely connected to the system board.
• If the problem persists, contact Dell. See your Owner's Manual for contact information.

If the power light is blinking amber — A device might be malfunctioning or incorrectly installed.

• Remove and then reinstall the memory modules.
• Remove and then reinstall any cards.
• If the problem persists, contact Dell. See your Owner's Manual for contact information.

Eliminate interference — Electrical appliances on the same circuit or operating near the computer can cause interference. Other causes of interference are:

• Power extension cables
• Keyboard and mouse extension cables
• Too many devices on a power strip
• Multiple power strips connected to the same electrical outlet

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

Ensure that the printer is turned on — See the printer documentation for power button information.

Verify 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® —

1. Click the Start button.
2. Click Control Panel.
3. Click Printers and Other Hardware.
4. Click View installed printers or fax printers.

If the printer is listed, right-click the printer icon.

5. Click Properties, and then select 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.

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

Unlock the scanner — Ensure that your scanner is unlocked if it has a locking tab or button.

Check the cable connections —

• If your scanner has a power cable, ensure that the power cable is firmly connected to a working electrical outlet and that the scanner is turned on.
• Ensure that the scanner cable is firmly connected to the computer and to the scanner.

Verify that the scanner is recognized by Microsoft® Windows® —

1. Click the Start button.
2. Click Control Panel.
3. Click Printers and Other Hardware.
4. Click Scanners and Cameras.

If your scanner is listed, Windows recognizes the scanner.

Reinstall the scanner driver — See the scanner documentation for instructions.

Check the speaker cable connections — Ensure that the speakers are connected as shown on the setup diagram supplied with the speakers.

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. To enable digital mode:

1. Click the Start button, click Control Panel, and then click Sounds, Speech, and Audio Devices.
2. Click Sounds and Audio Devices.
3. Click the Hardware tab.
4. Double-click the name of your CD drive.
5. Click the Properties tab.
6. 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 — Some speaker systems have self- diagnostics. See the speaker documentation for diagnostics instructions.

Reinstall the audio (sound) driver — See "Reinstalling Drivers."

Check for interrupt request conflicts — See "Resolving Software and Hardware Incompatibilities."

Check the headphone cable connection — Ensure that the headphone cable is securely inserted into the headphone connector.

Disable digital mode — Your headphones do not work if the CD drive is operating in digital mode. To disable digital mode:

1. Click the Start button, click Control Panel, and then click Sounds, Speech, and Audio Devices.
2. Click Sounds and Audio Devices.
3. Click the Hardware tab.
4. Double-click the name of your CD drive.
5. Click the Properties tab.
6. 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.

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.

Check the monitor cable connection — Check the connector for bent or broken pins. (It is normal for monitor cable connectors to have missing pins.) Ensure that the video cable is connected as shown on the setup diagram for your computer.

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

Swap the power cables — Swap the computer and monitor power cables to determine if the power cable is defective.

Test the video extension cable (if used) — If you are using a video extension cable and removing the cable solves the problem, the cable is defective.

Test another monitor — If another monitor is available, connect it to the computer.

Check the diagnostic lights — See "Diagnostic Lights."

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.

Rotate the monitor to face a different direction — Eliminate sunlight glare, which can cause poor picture quality.

Adjust the Windows® display settings —

1. Click the Start button, and then click Control Panel.
2. Click Appearance and Themes.
3. Click Display, and then click the Settings tab.
4. Try different settings for Screen resolution and Color quality.

Restore the recommended settings — Restore the original resolution and refresh rate settings. See the Tell Me How help file for instructions. To access help files, see "Finding Help Information."