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Solving Problems

Dell™ Latitude™ 131L User's Guide

  Dell Diagnostics

  Drive Problems

  E-Mail, Modem, and Internet Problems

  Error Messages

  ExpressCard Problems

  Keyboard Problems

  Lockups and Software Problems

  Memory Problems

  Network Problems

  Power Problems

  Printer Problems

  Scanner Problems

  Sound and Speaker Problems

  Touch Pad or Mouse Problems

  Video and Display Problems

  Drivers

  Resolving Software and Hardware Incompatibilities

  Restoring Your Operating System


Dell Diagnostics

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

When to Use the Dell Diagnostics

If you experience a problem with your computer, perform the checks in Lockups and Software Problems and run the Dell Diagnostics before you contact Dell for technical assistance.

It is recommended that you print these procedures before you begin.

NOTICE: The Dell Diagnostics works only on Dell computers.
NOTE: The Drivers and Utilities CD is optional and may not ship with your computer.

Start the Dell Diagnostics from either your hard drive or from the Drivers and Utilities CD.

Starting the Dell Diagnostics From Your Hard Drive

The Dell Diagnostics is located on a hidden diagnostic utility partition on your hard drive.

NOTE: If your computer cannot display a screen image, contact Dell. See Contacting Dell.
  1. Shut down the computer.

  2. Connect the computer to an electrical outlet, if it is not already connected.

  3. Turn on (or restart) your computer.

  4. Diagnostics can be invoked one of two ways:

    1. Turn on the computer. When the DELL™ logo appears, press <F12> immediately. Select Diagnostics from the boot menu and press <Enter>.

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.
    1. Press and hold the <Fn> key while powering the system on.

NOTE: If you see a message stating that no diagnostics utility partition has been found, run the Dell Diagnostics from the Drivers and Utilities CD.

The computer runs the Pre-boot System Assessment, a series of initial tests of your system board, keyboard, hard drive, and display.

If the Pre-boot System Assessment completes successfully, you receive the message Booting Dell Diagnostic Utility Partition. Press any key to continue.

  1. Press any key to start the Dell Diagnostics from the diagnostics utility partition on your hard drive.

Starting the Dell Diagnostics From the Drivers and Utilities CD

  1. Insert the Drivers and Utilities CD.

  2. Shut down and restart the computer.

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

If you wait too long and the Windows logo appears, continue to wait until you see the 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.
  1. When the boot device list appears, highlight IDE CD-ROM DeviceCD/DVD/CD-RW Drive and press <Enter>.

  2. Select the Boot from CD-ROM option from the menu that appears and press <Enter>.

  3. Type 1 to start the CD menu and press <Enter> to proceed.

  4. Select Run the 32 Bit Dell Diagnostics from the numbered list. If multiple versions are listed, select the version appropriate for your computer.

  5. When the Dell Diagnostics Main Menu appears, select the test you want to run.

Dell Diagnostics Main Menu

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

Option

Function

Express Test

Performs a quick test of devices. This test typically takes 10 to 20 minutes and requires no interaction on your part. Run Express Test first to increase the possibility of tracing the problem quickly.

Extended Test

Performs a thorough check of devices. This test typically takes 1 hour or more and requires you to answer questions periodically.

Custom Test

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

Symptom Tree

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

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

If you cannot resolve the error condition, contact Dell. See Contacting Dell.

NOTE: The Service Tag for your computer is located at the top of each test screen. If you contact Dell, technical support will ask for your Service Tag.
  1. If you run a test from the Custom Test or Symptom Tree option, click the applicable tab described in the following table for more information.

Tab

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 may indicate requirements for running the test.

Configuration

Displays your 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 it displays the information in the device list in the left pane of the screen. The device list may not display the names of all the components installed on your computer or all devices attached to your computer.

Parameters

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

  1. When the tests are completed, if you are running the Dell Diagnostics from the Drivers and Utilities CD, remove the CD.

  2. When the tests are completed, close the test screen to return to the Main Menu screen. To exit the Dell Diagnostics and restart the computer, close the Main Menu screen.

Drive Problems

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

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 —

 

Clean the drive or disk —

See Cleaning Your Computer.

Ensure that the CD is snapped onto the spindle

Check the cable connections

Check for hardware incompatibilities —

See Resolving Software and Hardware Incompatibilities.

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.

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 Modes for information on standby mode.

Change the write speed to a slower rate —

See the help files for your CD or DVD creation software.

If you cannot eject the CD, CD-RW, DVD, or DVD+RW drive tray

  1. Ensure that the computer is shut down.

  2. Straighten a paper clip and insert one end into the eject hole at the front of the drive; push firmly until the tray is partially ejected.

  3. Gently pull out the tray until it stops.

If you hear an unfamiliar scraping or grinding sound

Hard drive problems

Allow the computer to cool before turning it on —

A hot hard drive may prevent the operating system from starting. Try allowing the computer to return to room temperature before turning it on.

Run Check Disk —  

  1. Click the Start button and 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 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.

Check the Microsoft Outlook® Express Security Settings  —

 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.

Check the telephone line connection
Check the telephone jack
Connect the modem directly to the telephone wall jack

 
Use a different telephone line —

 

Run the Modem Helper diagnostics —

Click the Start button, point to 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.)

Verify that the modem is communicating with Windows —

 

  1. Click the Start button and 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.

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.

Scan the computer for spyware —

If you are experiencing slow computer performance, you frequently receive pop-up advertisements, or you are having problems connecting to the Internet, your computer might be infected with spyware. Use an anti-virus program that includes anti-spyware protection (your program may require an upgrade) to scan the computer and remove spyware. For more information, go to support.dell.com and search for the keyword spyware.

Error Messages

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

If the message is not listed, see the documentation for the operating system or the program that was running when the message appeared.

Auxiliary device failure —

The touch pad, track stick, 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 Using the System Setup Program). If the problem persists, contact Dell. See Contacting Dell.

Bad command or file name —

Ensure that you have spelled the command correctly, put spaces in the proper place, and used the correct pathname.

Cache disabled due to failure —

The primary cache internal to the microprocessor has failed. Contact Dell. See Contacting Dell.

CD drive controller failure —

The CD drive does not respond to commands from the computer. See Drive Problems.

Data error —

The hard drive cannot read the data. See Drive Problems.

Decreasing available memory —

One or more memory modules may be faulty or improperly seated. Reinstall the memory modules and, if necessary, replace them. See Memory.

Disk C: failed initialization —

The hard drive failed initialization. Run the hard drive tests in the Dell Diagnostics. See Dell Diagnostics.

Drive not ready —

The operation requires a hard drive in the bay before it can continue. Install a hard drive in the hard drive bay. See Hard Drive.

Error reading PCMCIA card —

The computer cannot identify the ExpressCard. Reinsert the card or try another card. See ExpressCards.

Extended memory size has changed —

The amount of memory recorded in NVRAM does not match the memory installed in the computer. Restart the computer. If the error appears again, contact Dell. See Contacting Dell.

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, or the disk is too 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.

Gate A20 failure —

A memory module may be loose. Reinstall the memory modules and, if necessary, replace them. See Memory.

General failure —

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.

Hard-disk drive configuration error —

The computer cannot identify the drive type. Shut down the computer, remove the hard drive (see Hard Drive), 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 page 59).

Hard-disk drive controller failure 0 —

The hard drive does not respond to commands from the computer. Shut down the computer, remove the hard drive (see Hard Drive), 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 page 59).

Hard-disk drive failure —

The hard drive does not respond to commands from the computer. Shut down the computer, remove the hard drive (see Hard Drive), 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 page 59).

Hard-disk drive read failure —

The hard drive may be defective. Shut down the computer, remove the hard drive (see Hard Drive), 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 page 59).

Insert bootable media —

The operating system is trying to boot to a nonbootable CD. Insert a bootable CD.

Invalid configuration information-please run System Setup Program —

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 Using the System Setup Program).

Keyboard clock line failure —

For external keyboards, check the cable connection. Run the Keyboard Controller test in the Dell Diagnostics (see page 59).

Keyboard controller failure —

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 page 59).

Keyboard data line failure —

For external keyboards, check the cable connection. Run the Keyboard Controller test in the Dell Diagnostics (see page 59).

Keyboard stuck key failure —

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 page 59).

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 Memory).

Memory allocation error —

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.

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 Memory).

Memory double word logic 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 Memory).

Memory odd/even logic 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 Memory).

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 Memory).

No boot device available —

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.

No boot sector on hard drive —

The operating system may be corrupted. Contact Dell. See Contacting Dell.

No timer tick interrupt —

A chip on the system board may be malfunctioning. Run the System Set tests in the Dell Diagnostics (see page 59).

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.

Operating system not found —

Reinstall the hard drive (see Hard Drive). If the problem persists, contact Dell. See Contacting Dell.

Optional ROM bad checksum —

The optional ROM apparently failed. Contact Dell. See Contacting Dell.

A required .DLL file was not found —

The program that you are trying to open is missing an essential file. Remove and then reinstall the program.

  1. Click the Start button and click Control Panel.

  2. Click Add or Remove Programs.

  3. Select the program you want to remove.

  4. Click Remove or Change/Remove and follow the prompts on the screen.

  5. See the program documentation for installation instructions.

Sector not found —

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 the Windows Help and Support Center for instructions. To access the Help and Support Center, see Windows Help and Support Center. If a large number of sectors are defective, back up the data (if possible), and then reformat the hard drive.

Seek error —

The operating system cannot find a specific track on the hard drive.

Shutdown failure —

A chip on the system board may be malfunctioning. Run the System Set tests in the Dell Diagnostics (see page 59).

Time-of-day clock lost power —

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. Then immediately exit the program. See Using the System Setup Program. If the message reappears, contact Dell. See Contacting Dell.

Time-of-day clock stopped —

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.

Time-of-day not set-please run the System Setup program —

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 Using the System Setup Program.

Timer chip counter 2 failed —

A chip on the system board may be malfunctioning. Run the System Set tests in the Dell Diagnostics (see page 59).

Unexpected interrupt in protected mode —

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 page 59).

x:\ is not accessible. The device is not ready —

Insert a disk into the drive and try again.

Warning: Battery is critically low —

The battery is running out of charge. Replace the battery, or connect the computer to an electrical outlet. Otherwise, activate hibernate mode or shut down the computer.

ExpressCard Problems

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

Check the ExpressCard —

Ensure that the ExpressCard is properly inserted into the connector.

Ensure that the card is recognized by Windows —

Double-click the Safely Remove Hardware icon in the Windows taskbar. Ensure that the card is listed.

If you have problems with a Dell-provided ExpressCard —

Contact Dell. See Contacting Dell.

If you have problems with an ExpressCard not provided by Dell —

Contact the ExpressCard manufacturer.

Keyboard Problems

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
NOTE: Use the integrated keyboard when running the Dell Diagnostics or the system setup program. When you attach an external keyboard, the integrated keyboard remains fully functional.

External Keyboard problems

NOTE: When you attach an external keyboard, the integrated keyboard remains fully functional.

Check the keyboard cable —

Shut down the computer. Disconnect the keyboard cable and check it for damage, and firmly reconnect the cable.

If you are using a keyboard extension cable, disconnect it and connect the keyboard directly to the computer.

Check the external keyboard —

  1. Shut down the computer, wait 1 minute, and turn it on again.

  2. Verify that the numbers, capitals, and scroll lock lights on the keyboard blink during the boot routine.

  3. From the Windows desktop, click the Start button, point to Programs® Accessories, and then click Notepad.

  4. Type some characters on the external keyboard and verify that they appear on the display.

If you cannot verify these steps, you may have a defective external keyboard.

To verify that the problem is with the external keyboard, check the integrated keyboard —

  1. Shut down the computer.

  2. Disconnect the external keyboard.

  3. Turn on the computer.

  4. From the Windows desktop, click the Start button, point to Programs® Accessories, and click Notepad.

  5. Type some characters on the internal keyboard and verify that they appear on the display.

If the characters appear now but did not with the external keyboard, you may have a defective external keyboard. Contact Dell. See Contacting Dell.

Run the keyboard diagnostics tests —

Run the PC-AT Compatible Keyboards tests in the Dell Diagnostics (see page 59). If the tests indicate a defective external keyboard, contact Dell. See Contacting Dell.

Unexpected characters

Disable the numeric keypad —

Press <Num Lk> to disable the numeric keypad if numbers are displayed instead of letters. Verify that the numbers lock light is not lit.

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

Ensure that the AC adapter 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 or crashes repeatedly

End the program —

  1. Press <Crtl><Shift><Esc> simultaneously.

  2. Click the Applications tab and select the program that is no longer responding.

  3. Click End Task.

NOTE: The chkdsk program may run when you restart the computer. Follow the instructions on the screen.

Check the software documentation —

 If necessary, uninstall and then reinstall the program. Software usually includes installation instructions in its documentation or on a floppy disk or CD.

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

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.

  1. Click the Start button, point to 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

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 —

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

Scan the computer for spyware —

If you are experiencing slow computer performance, you frequently receive pop-up advertisements, or you are having problems connecting to the Internet, your computer might be infected with spyware. Use an anti-virus program that includes anti-spyware protection (your program may require an upgrade) to scan the computer and remove spyware. For more information, go to support.dell.com and search for the keyword spyware.

Run the Dell Diagnostics —

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

Memory Problems

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

If you receive an insufficient memory message —  

If you experience other memory problems —

Network Problems

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 network connector —

No light indicates that no network communication exists. Replace the network cable.

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.

Power Problems

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

Check the power light — When the power light is lit or blinking, the computer has power. If the power light is blinking, the computer is in standby mode—press the power button to exit standby mode. If the light is off, press the power button to turn on the computer.

NOTE: For information on standby mode, see Power Management Modes.

Charge the battery —

The battery charge may be depleted.

  1. Reinstall the battery.

  2. Use the AC adapter to connect the computer to an electrical outlet.

  3. Turn on the computer.

NOTE: Battery operating time (the time the battery can hold a charge) decreases over time. Depending on how often the battery is used and the conditions under which it is used, you may need to purchase a new battery during the life of your computer.

Check the battery status light —

If the battery status light flashes orange or is a steady orange the battery charge is low or depleted. Connect the computer to an electrical outlet.

If the battery status light flashes green and orange, the battery is too hot to charge. Shut down the computer, disconnect the computer from the electrical outlet, and then let the battery and computer cool to room temperature.

If the battery status light rapidly flashes orange, the battery may be defective. Contact Dell. See Contacting Dell.

Check the battery temperature —

If the battery temperature is below 0°C (32°F), the computer will not start up.

Test the electrical outlet —

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

Check the AC adapter —

Check the AC adapter cable connections. If the AC adapter has a light, ensure that the light is on.

Connect the computer directly to an electrical outlet —

Bypass power protection devices, power strips, and the extension cable to verify that the computer turns on.

Eliminate possible interference —

Turn off nearby fans, fluorescent lights, halogen lamps, or other appliances.

Adjust the power properties —

See Power Management Modes.

Reseat the memory modules —

If the computer power light turns on but the display remains blank, reinstall the memory modules (see Memory).

Ensuring Sufficient Power for Your Computer

Your computer is designed to use the 65-W AC adapter; you may choose to use the optional 90-W AC adapter for optimum system performance. Use of the 90-W AC adapter may decrease the length of time required to fully recharge your computer battery.

Printer Problems

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.

Ensure that the printer is turned on

Check the printer cable connections —

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, 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.

  1. 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.

Scanner Problems

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 scanner, contact the scanner's manufacturer.

Check the printer documentation —

See the printer documentation for setup and troubleshooting information.

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.

Restart the computer and try the scanner again

Check the cable connections —

Verify that the scanner is recognized by Microsoft Windows —

  1. Click the Start button, click Control Panel, and then click Printers and Other Hardware.

  2. Click Scanners and Cameras.

If your scanner is listed, Windows recognizes the scanner.

Reinstall the scanner driver —

See the scanner documentation for instructions.

Sound and Speaker Problems

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

No sound from integrated speakers

Adjust the Windows volume control —

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. Adjust the volume, bass, or treble controls to eliminate distortion.

Adjust the volume using keyboard shortcuts —

Press <Fn><End> to disable (mute) or reenable the integrated speakers.

Reinstall the sound (audio) driver —

See Reinstalling Drivers and Utilities.

No sound from external 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.

Eliminate possible interference —

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

Reinstall the audio driver —

See Reinstalling Drivers and Utilities.

Run the Dell Diagnostics —

See Dell Diagnostics.

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.

No sound from headphones

Check the headphone cable connection —

Ensure that the headphone cable is securely inserted into the headphone connector (see page 20).

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.

Touch Pad or Mouse Problems

Check the touch pad settings —

  1. Click the Start button, click Control Panel, and then click Printers and Other Hardware.

  2. Click Mouse.

  3. Try adjusting the settings.

Check the mouse cable —

Shut down the computer. Disconnect the mouse cable, check it for damage, and firmly reconnect the cable.

If you are using a mouse extension cable, disconnect it and connect the mouse directly to the computer.

To verify that the problem is with the mouse, check the touch pad —

  1. Shut down the computer.

  2. Disconnect the mouse.

  3. Turn on the computer.

  4. At the Windows desktop, use the touch pad to move the cursor around, select an icon, and open it.

If the touch pad operates correctly, the mouse may be defective.

Reinstall the touch pad driver — See Reinstalling Drivers and Utilities.

Video and Display Problems

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

If the display is blank

NOTE: If you are using a program that requires a higher resolution than your computer supports, it is recommended that you attach an external monitor to your computer.

Check the battery —

If you are using a battery to power your computer, the battery charge may be depleted. Connect the computer to an electrical outlet using the AC adapter, and turn on the computer.

Test the electrical outlet —

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

Check the AC adapter —

Check the AC adapter cable connections. If the AC adapter has a light, ensure that the light is on.

Connect the computer directly to an electrical outlet —

Bypass power protection devices, power strips, and the extension cable to verify that the computer turns on.

Adjust the power properties —

Search for the keyword standby in the Windows Help and Support Center. To access the Help and Support Center, see Windows Help and Support Center.

Switch the video image —

If your computer is attached to an external monitor, press <Fn><F8> to switch the video image to the display.

If the display is difficult to read

Adjust the brightness —

Press <Fn> and the up- or down-arrow key.

Move the external subwoofer away from the computer or monitor —

If your external speaker system includes a subwoofer, ensure that the subwoofer is at least 60 cm (2 ft) away from the computer or external monitor.

Eliminate possible interference —

Turn off nearby fans, fluorescent lights, halogen lamps, or other appliances.

Rotate the computer 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 the area you want to change or click the Display icon.

Try different settings for Color quality and Screen resolution.

If only part of the display is readable

Connect an external monitor —

  1. Shut down your computer and connect an external monitor to the computer.

  2. Turn on the computer and the monitor, and adjust the monitor brightness and contrast controls.

If the external monitor works, the computer display or video controller may be defective. Contact Dell. See Contacting Dell.

Drivers

What Is a Driver?

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

A driver acts like a translator between the device and any other programs that use the device. Each device has its own set of specialized commands that only its driver recognizes.

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

NOTICE: The Drivers and Utilities CD may contain drivers for operating systems that are not on your computer. Ensure that you are installing software appropriate for your operating system.

Many drivers, such as the keyboard driver, come with your Microsoft® Windows® operating system. You may need to install drivers if you:

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.

  1. Click the Start button and click Control Panel.

  2. Under Pick a Category, click Performance and Maintenance.

  3. Click System.

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

  5. Click Device Manager.

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

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

Reinstalling Drivers and Utilities

NOTICE: The Dell Support website at support.dell.com and your Drivers and Utilities CD provide approved drivers for Dell™ computers. If you install drivers obtained from other sources, your computer might not work correctly.
NOTE: The Drivers and Utilities CD is optional and may not ship with your computer.

Using Windows XP Device Driver Rollback

If a problem occurs on your computer after you install or update a driver, use Windows XP Device Driver Rollback to replace the driver with the previously installed version.

  1. Click the Start button and click Control Panel.

  2. Under Pick a Category, click Performance and Maintenance.

  3. Click System.

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

  5. Click Device Manager.

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

  7. Click the Drivers tab.

  8. Click Roll Back Driver.

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

Using the Drivers and Utilities CD

NOTE: The Drivers and Utilities CD is optional and may not ship with your computer.

If using Device Driver Rollback or System Restore does not resolve the problem, then reinstall the driver from the Drivers and Utilities CD.

  1. Save and close any open files, and exit any open programs.

  2. Insert the Drivers and Utilities CD.

In most cases, the CD starts running automatically. If it does not, start Windows Explorer, click your CD drive directory to display the CD contents, and then double-click the autorcd.exe file. The first time that you run the CD, it might prompt you to install setup files. Click OK, and follow the instructions on the screen to continue.

  1. From the Language drop-down menu in the toolbar, select your preferred language for the driver or utility (if available). A welcome screen appears.

  2. Click Next.

The CD automatically scans your hardware to detect drivers and utilities used by your computer.

  1. After the CD completes the hardware scan, you can also 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.

  1. Click the link of a specific driver or utility to display information about the driver or utility that you want to install.

  2. 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 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 directory on the driver information window to display the files associated with that driver.

Manually Reinstalling Drivers

  1. After extracting the driver files to your hard drive as described in the previous section, click the Start button and right-click My Computer.

  2. Click Properties.

  3. Click the Hardware tab and click Device Manager.

  4. Double-click the type of device for which you are installing the driver (for example, Modems or Infrared devices).

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

  6. Click the Driver tab and click Update Driver.

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

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

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

  10. Click Finish and restart your computer.

Resolving Software and Hardware Incompatibilities

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

To start the Hardware Troubleshooter:

  1. Click the Start button and click Help and Support.

  2. Type hardware troubleshooter in the Search field and click the arrow to start the search.

  3. Click Hardware Troubleshooter in the Search Results list.

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

Restoring Your Operating System

You can restore your operating system in the following ways:

Using Microsoft Windows XP System Restore

The Microsoft Windows XP operating system provides System Restore to allow you to return your computer to an earlier operating state (without affecting data files) if changes to the hardware, software, or other system settings have left the computer in an undesirable operating state. See the Windows Help and Support Center for additional information on using System Restore. To access help, see Windows Help and Support Center.

NOTICE: Make regular backups of your data files. System Restore does not monitor your data files or recover them.
NOTE: The procedures in this document were written for the Windows default view, so they may not apply if you set your Dell™ computer to the Windows Classic view.

Creating a Restore Point

  1. Click the Start button and click Help and Support.

  2. Click the task for System Restore.

  3. Follow the instructions on the screen.

Restoring the Computer to an Earlier Operating State

If problems occur after you install a device driver, use Device Driver Rollback (see page 78) to resolve the problem. If that is unsuccessful, then use System Restore.

NOTICE: Before you restore the computer to an earlier operating state, save and close any open files and exit any open programs. Do not alter, open, or delete any files or programs until the system restoration is complete.
  1. Click the Start button, point to Programs® Accessories® System Tools, and then click System Restore.

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

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

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

  1. Select a restore point and click Next.

If a calendar date has only one restore point, then that restore point is automatically selected. If two or more restore points are available, click the restore point that you prefer.

  1. Click Next.

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

  1. After the computer restarts, click OK.

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

Undoing the Last System Restore

NOTICE: Before you undo the last system restore, save and close all open files and exit any open programs. Do not alter, open, or delete any files or programs until the system restoration is complete.
  1. Click the Start button, point to Programs® Accessories® System Tools, and then click System Restore.

  2. Click Undo my last restoration and click Next.

Enabling System Restore

If you reinstall Windows XP with less than 200 MB of free hard-disk space available, System Restore is automatically disabled. To see if System Restore is enabled:

  1. Click the Start button and click Control Panel.

  2. Click Performance and Maintenance.

  3. Click System.

  4. Click the System Restore tab.

  5. Ensure that Turn off System Restore is unchecked.

Using Dell PC Restore by Symantec

NOTICE: Using Dell PC Restore permanently deletes all data on the hard drive and removes any application programs or drivers installed after you received your computer. If possible, back up the data before using PC Restore. Use PC Restore only if System Restore (see Using Microsoft Windows XP System Restore) did not resolve your operating system problem.
NOTE: Dell PC Restore by Symantec may not be available in certain countries nor on certain computers.

Use Dell PC Restore by Symantec only as the last method to restore your operating system. PC Restore restores your hard drive to the operating state it was in when you purchased the computer. Any programs or files added since you received your computer—including data files—are permanently deleted from the hard drive. Data files include documents, spreadsheets, e-mail messages, digital photos, music files, and so on. If possible, back up all data before using PC Restore.

To use PC Restore:

  1. Turn on the computer.

During the boot process, a blue bar with www.dell.com appears at the top of the screen.

  1. 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 in the following step.
  1. On the next screen that appears, click Restore.

  2. On the next screen, click Confirm.

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

  1. When prompted, click Finish to reboot the computer.

NOTE: Do not manually shut down the computer. Click Finish and let the computer completely reboot.
  1. 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.

  1. Click Next.

The System Restore screen appears and the computer restarts.

  1. After the computer restarts, click OK.

Removing Dell PC Restore

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

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

To remove PC Restore:

  1. Log on to the computer as a local administrator.

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

  3. Double-click the filename DSRIRRemv2.exe.

NOTE: If you do not log on as a local administrator, a message appears stating that you must log on as administrator. Click Quit, and then log on as a local administrator.
NOTE: If the partition for PC Restore does not exist on your computer's hard drive, a message appears stating that the partition was not found. Click Quit; there is no partition to delete.
  1. Click OK to remove the PC Restore partition on the hard drive.

  2. 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.

  1. 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.

  2. Click Finish to close the PC Restore Removal window.

  3. Restart the computer.

Using the Operating System CD

Before You Begin

If you are considering reinstalling the Windows XP operating system to correct a problem with a newly installed driver, first try using Windows XP Device Driver Rollback (see page 78). 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 XP System Restore.

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 XP, you need the following items:

NOTE: The Drivers and Utilities CD contains drivers that were installed during assembly of the computer. Use the Drivers and Utilities CD to load any required drivers. Depending on the region from where you ordered your computer, or whether you requested the CDs, the Drivers and Utilities CD and Operating System CD may not ship with your computer.

Reinstalling 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.

NOTICE: The Operating System CD provides options for reinstalling Windows XP. The options can overwrite files and possibly affect programs installed on your hard drive. Therefore, do not reinstall Windows XP unless a Dell technical support representative instructs you to do so.
NOTICE: To prevent conflicts with Windows XP, disable any virus protection software installed on your computer before you reinstall Windows XP. See the documentation that came with the software for instructions.
  1. Save and close any open files and exit any open programs.

  2. Insert the Operating System CD. Click Exit if the Install Windows XP message appears.

  3. Restart the computer.

  4. Press <F12> immediately after the DELL™ logo appears.

If the operating system logo appears, wait until you see the Windows desktop, and then shut down the computer and try again.

  1. Press the arrow keys to select CD-ROM, and press <Enter>.

  2. When the Press any key to boot from CD message appears, press any key.

  3. When the Windows XP Setup screen appears, press <Enter>.

  4. Follow the instructions on the screen to complete the reinstallation.

  5. When the operating system reinstallation completes, reinstall drivers and application programs as necessary. See Reinstalling Drivers and Utilities.

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