The Dell Technical Update service provides proactive e-mail notification of software and hardware updates for your computer. The service is free and can be customized for content, format, and how frequently you receive notifications.
To enroll for the Dell Technical Update service, go to support.dell.com/technicalupdate.
Dell 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 media is optional and may not ship with your computer.
Start the Dell Diagnostics from either your hard drive or from the optional Drivers and Utilities media.
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).
Shut down the computer.
If the computer is connected to a docking device (docked), undock it. See
the documentation that came with your docking device for instructions.
Connect the computer to an electrical outlet.
The Dell Diagnostics can be invoked in one of two ways:
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.
Press and hold the <Fn> key while powering the computer on.
NOTE: If you see a message stating that no diagnostics utility partition has been found, run the Dell Diagnostics from the optional 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.
During the assessment, answer any questions that appear.
If a failure is detected, the computer stops and beeps. To stop the assessment and restart the computer, press <Esc>; to continue to the next test, press <y>; to retest the component that failed, press <r>.
If failures are detected during the Pre-boot System Assessment, write down the error code(s) and contact Dell (see Contacting Dell).
If the Pre-boot System Assessment completes successfully, you receive the message Booting Dell Diagnostic Utility Partition. Press any key to continue.
Press any key to start the Dell Diagnostics from the diagnostics utility
partition on your hard drive.
Starting the Dell Diagnostics From the Optional Drivers and Utilities Media
Insert the Drivers and Utilities media.
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.
When the boot device list appears, highlight CD/DVD/CD-RW Drive
and press <Enter>.
Select the Boot from CD-ROM option from the menu that appears and
press <Enter>.
Type 1 to start the menu and press <Enter> to proceed.
Select Run the 32 Bit Dell Diagnostics from the numbered list. If
multiple versions are listed, select the version appropriate for your
computer.
When the Dell Diagnostics Main Menu appears, select the test that you
want to run.
Dell Diagnostics Main Menu
After the Dell Diagnostics loads and the MainMenu screen appears, click
the button for the option you want.
Option
Function
Express Test
Performs a quick test of devices. The 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. The 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.
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 (seeContacting 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.
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 system setup, 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.
When the tests are completed, if you are running the Dell Diagnostics
from the Drivers and Utilities CD, remove the CD.
When the tests are complete, close the test screen to return to the MainMenu screen. To exit the Dell Diagnostics and restart the computer, close
the MainMenu screen.
Dell Support Utility
The Dell Support Utility is installed on your computer and available from the Dell Support, , icon on the taskbar or from the Start button. Use this support utility for self-support information, software updates, and health scans of your computing environment.
Accessing the Dell Support Utility
Access the Dell Support Utility from the icon on the taskbar or from the Start menu.
If the Dell Support icon does not appear in your taskbar:
Click Start® All Programs® Dell Support®Dell Support Settings.
Ensure that the Show icon on the taskbar option is checked.
NOTE: If the Dell Support Utility is not available from the Start menu, go to support.dell.com and download the software.
The Dell Support Utility is customized for your computing environment.
The icon in the taskbar functions differently when you click, double-click, or right-click the icon.
Clicking the Dell Support Icon
Click or right-click the icon to perform the following tasks:
Check your computing environment.
View the Dell Support Utility settings.
Access the help file for the Dell Support Utility.
View frequently asked questions.
Learn more about the Dell Support Utility.
Turn the Dell Support Utility off.
Double-Clicking the Dell Support Icon
Double-click the icon to manually check your computing environment, view frequently asked questions, access the help file for the Dell Support Utility, and view Dell Support settings.
For more information about the Dell Support Utility, click the question mark (?)at the top of the Dell™ Support screen.
Solving Problems
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 support personnel diagnose and fix the problem(s).
If an error message occurs in a program, see the program's documentation.
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.
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 —
Windows XP:
Click Start and click My Computer.
Windows Vista®:
Click the Windows Vista Start button and click Computer.
If the 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 disc to eliminate the possibility that the original drive is defective.
Insert a bootable floppy disk and restart the computer.
Close other programs —
The optical drive must receive a steady stream of data during the writing process. If the stream is interrupted, an error occurs. Try closing all programs before you write to the optical.
Turn off standby mode in Windows before writing to a disc —
See Configuring Power Management Settings or search for the keyword standby in Windows Help and Support for information on power management modes.
Hard drive problems
Run Check Disk —
Windows XP:
Click Start and click My Computer.
Right-click Local Disk C:.
Click Properties® Tools®Check Now.
Click Scan for and attempt recovery of bad sectors and click Start.
Windows Vista:
Click Start and click Computer.
Right-click Local Disk C:.
Click Properties® Tools®Check Now.
The User Account Control window may appear. If you are an administrator on the computer, click Continue; otherwise, contact your administrator to continue the desired action.
Follow the instructions on the screen.
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.
NOTE: Do not plug a telephone cable into the network adapter connector (see Back View).
Check the Microsoft Outlook® Express security settings —
If you cannot open your e-mail attachments:
In Outlook Express, click Tools®Options®Security.
Click Do not allow attachments to remove the checkmark, as needed.
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, then 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, 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 meters (10 feet) or more in length, try a shorter one.
Run the Modem diagnostic Tool —
Windows XP:
Click Start®AllPrograms®Modem Helper.
Follow the instructions on the screen to identify and resolve modem problems. Modem Helper is not available on certain computers.
Windows Vista:
Click Start® All Programs® Modem Diagnostic Tool.
Follow the instructions on the screen to identify and resolve modem problems. Modem diagnostics are not available on all computers.
Verify that the modem is communicating with Windows —
Windows XP:
Click Start®Control Panel®Printers and Other Hardware® Phone and Modem Options® Modems.
Click the COM port for your modem® Properties® Diagnostics®Query Modem to verify that the modem is communicating with Windows.
If all commands receive responses, the modem is operating properly.
Windows Vista:
Click Start®Control Panel®Hardware and Sound®Phone and Modem Options® Modems.
Click the COM port for your modem®Properties®Diagnostics®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.
Error Messages
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
If the error message is not listed, see the documentation for the operating system or the program that was running when the message appeared.
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:
Windows XP:
Click Start®Control Panel® Add or Remove Programs® Programs and Features.
Select the program you want to remove.
Click Uninstall.
See the program documentation for installation instructions.
Windows Vista:
Click Start®Control Panel® Programs® Programs and Features.
Select the program you want to remove.
Click Uninstall.
See the program documentation for installation instructions.
drive letter :\ is not accessible. The device is not ready —
The drive cannot read the disk. Insert a disk into the drive and try again.
Insert bootable media —
Insert a bootable floppy disk, CD, or DVD.
Non-system disk error —
Remove the floppy disk from the floppy drive and restart your computer.
Not enough memory or resources. Close some programs and try again —
Close all windows and open the program that you want to use. In some cases, you may have to restart your computer to restore computer resources. If so, run the program that you want to use first.
Operating system not found —
Contact Dell (see Contacting Dell).
IEEE 1394 Device Problems
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
NOTE: Your computer supports only IEEE 1394a standard.
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 enabled in system setup —
See System Setup Screens.
Ensure that the IEEE 1394 device is recognized by Windows —
Windows XP:
Click Start and clickControl Panel.
Under Pick a Category, click Performance and Maintenance®System®System Properties®Hardware®Device Manager.
Windows Vista:
Click Start®Control Panel® Hardware and Sound.
Click Device Manager.
If your IEEE 1394 device is listed, Windows recognizes the device.
If you have problems with a Dell IEEE 1394 device —
Contact Dell (see Contacting Dell).
If you have problems with an IEEE 1394 device not provided by Dell —
Contact the IEEE 1394 device manufacturer.
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 power cable is firmly connected to the computer and to the electrical outlet
The computer stops responding
NOTICE: You may lose data if you are unable to perform an operating system shutdown.
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), and then restart your computer.
A program stops responding
End the program —
Press <Ctrl><Shift><Esc> simultaneously to access the Task Manager.
Click the Applications tab.
Click to select the program that is no longer responding.
Click End Task.
A program crashes repeatedly
NOTE: Most software includes installation instructions in its documentation or on a floppy disk, CD, or DVD.
Check the software documentation —
f necessary, uninstall and then reinstall the program.
A program is designed for an earlier Windows operating system
Run the Program Compatibility Wizard —
Windows XP:
The Program Compatibility Wizard configures a program so that it runs in an environment similar to non-XP operating system environments.
Click Start®All Programs® Accessories® Program Compatibility Wizard® Next.
Follow the instructions on the screen.
Windows Vista:
The Program Compatibility Wizard configures a program so that it runs in an environment similar to non-Windows Vista operating system environments.
Click Start®Control Panel® Programs® Use an older program with this version of Windows.
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), and 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, CDs, or DVDs
Save and close any open files or programs and shut down your computer through the Start menu
Memory Problems
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
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 the Service Manual for your system on support.dell.com).
Reseat the memory modules to ensure that your computer is successfully communicating with the memory (see the Service Manual for your system on support.dell.com).
Reseat the memory modules to ensure that your computer is successfully communicating with the memory (see the Service Manual for your system on support.dell.com).
Ensure that you are following the memory installation guidelines (see the Service Manual for your system on support.dell.com).
Ensure that the memory you are using is supported by your computer. For more information about the type of memory supported by your computer, see Memory.
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 the network connector on the back of the computer and the network jack.
Check the network lights on the back of the computer —
If the link integrity light is off, no network communication is occurring. 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.
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.
If the power light is blinking green —
The computer is in standby mode. Press a key on the keyboard, move the mouse, or press the power button to resume normal operation.
If the power light is off —
The computer is either turned off or is not receiving power.
Reseat the power cable in the power connector on the back of the computer and the electrical outlet.
Bypass power strips, power extension cables, and other power protection devices to verify that the computer turns on properly.
Ensure that any power strips being used are plugged into an electrical outlet and are turned on.
Ensure that the electrical outlet is working by testing it with another device, such as a lamp.
If the power light is blinking amber —
The computer is receiving electrical power, but an internal power problem may exist.
Ensure that the voltage selection switch is set to match the AC power at your location (if applicable).
If the power light is steady amber —
A device may be malfunctioning or incorrectly installed.
Remove and then reinstall all memory modules (see the Service Manual for your system on support.dell.com).
Remove and then reinstall any expansion cards, including graphics cards (see the Service Manual for your system on support.dell.com).
Eliminate interference —
Some possible causes of interference are:
Power, keyboard, and mouse extension cables
Too many devices connected to the same power strip
Multiple power strips connected to the same electrical outlet
Printer Problems
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions 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 —
Windows XP:
Click Start®Control Panel®Printers and Other Hardware®View installed printers or fax printers.
If the printer is listed, right-click the printer icon.
Click Properties®Ports. 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.
Windows Vista:
Click Start® Control Panel® Hardware and Sound® Printer.
If the printer is listed, right-click the printer icon.
Click Properties and click Ports.
Adjust the settings, as needed.
Reinstall the printer driver —
See the printer documentation for information on reinstalling the printer driver.
Scanner Problems
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
NOTE: If you need technical assistance for your scanner, contact the scanner's manufacturer.
Check the scanner documentation —
See the scanner documentation for setup and troubleshooting information.
Unlock the scanner —
Ensure that your scanner is unlocked (if the scanner has a locking tab or button).
Restart the computer and try the scanner again
Check the cable connections —
See the scanner documentation for information on cable connections.
Ensure that the scanner cables are securely connected to the scanner and the computer.
Verify that the scanner is recognized by Microsoft Windows —
Windows XP:
Click Start®Control Panel®Printers and Other Hardware®Scanners and Cameras.
If your scanner is listed, Windows recognizes the scanner.
Windows Vista:
Click Start® Control Panel® Hardware and Sound® Scanners and Cameras.
If the 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 speakers
NOTE: The volume control in MP3 and other media players may override the Windows volume setting. Always check to ensure that the volume on the media player(s) has not been turned down or off.
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.
Check the headphone cable connection —
Ensure that the headphone cable is securely inserted into the headphone connector (see Left Side View).
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 —
Click Start®Control Panel®Printers and Other Hardware®Mouse.
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 —
Shut down the computer.
Disconnect the mouse.
Turn on the computer.
At the Windowsdesktop, 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.
Check the system setup program settings —
Verify that the system setup program lists the correct device for the pointing device option. (The computer automatically recognizes a USB mouse without making any setting adjustments.) For more information on using the system setup program, see System Setup Program.
Test the mouse controller —
To test the mouse controller (which affects pointer movement) and the operation of the touch pad or mouse buttons, run the Mouse test in the Pointing Devices test group in the Dell Diagnostics (see Dell Diagnostics).
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
The display is blank
NOTE: For troubleshooting procedures, see the monitor's documentation.
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 Windows Help and Support (see Windows Help and Support).
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 —
Click Start®Control Panel®Appearance and Themes.
Click the area you want to change or click the Display icon.
Try different settings for Color quality and Screen resolution.
Run the Video diagnostics tests —
If no error message appears and you still have a display problem, but the display is not completely blank, run the Video device group in the Dell Diagnostics (see Dell Diagnostics). If the problem persists, contact Dell (see Contacting Dell).
See "Error Messages" —
If an error message appears, see Error Messages.
If only part of the display is readable
Connect an external monitor —
Shut down your computer and connect an external monitor to the computer.
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).
