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Troubleshooting Tools and Utilities:

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Troubleshooting Tools and Utilities

Dell™ Optiplex™ 740 Systems
User's Guide

Resolving Software and Hardware Incompatibilities

Dell Diagnostics

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

When to Use the Dell Diagnostics

If you experience a problem with your computer, perform the checks in this section and run the Dell Diagnostics before you contact Dell (see Contacting Dell) for technical assistance.

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

NOTICE: The Dell Diagnostics works only on Dell™ computers.

Enter system setup, review your computer's configuration information, and ensure that the device you want to test displays in system setup and is active (see Entering System Setup).

Start the Dell Diagnostics from either your hard drive or from the 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. Turn on (or restart) your computer.
When the DELL™ logo appears, press <F12> immediately.

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

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.

When the boot device list appears, highlight Boot to Utility Partition and press <Enter>.
When the Dell Diagnostics Main Menu appears, select the test you want to run.

Starting the Dell Diagnostics From the Drivers and Utilities Media (Optional)

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 system setup.

When the boot device list appears, highlight IDE CD-ROM Device and press <Enter>.
Select the IDE CD-ROM Device option from the CD boot menu.
Select the Boot from CD-ROM option from the menu that appears.
Type 1 to start the Drivers and Utilities media menu.
Type 2 to start the Dell Diagnostics.
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 you want to run.

Dell Diagnostics Main Menu

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 an 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 (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. Your computer's Service Tag is listed in the System Info option in system setup.

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 media, remove the CD or DVD.
When the tests are complete, close 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.

System Lights

Your power button light and hard-drive light may indicate a computer problem.

Power Light

Problem Description

Suggested Resolution

Solid green

Power is on, and the computer is operating normally. On the desktop computer, a solid green light indicates a network connection.

No corrective action is required.

Blinking green

The computer is in a power-saving mode (Microsoft® Windows® XP).

Press the power button, move the mouse, or press a key on the keyboard to wake the computer.

Blinks green several times and then turns off

A configuration error exists.

Check the diagnostic lights to see if the specific problem is identified.

Solid yellow

The Dell Diagnostics is running a test, or a device on the system board may be faulty or incorrectly installed.

If the Dell Diagnostics is running, allow the testing to complete.

If the computer does not boot, contact Dell for technical assistance.

Blinking yellow

A power supply or system board failure has occurred.

See Power Problems.

Solid green and a beep code during POST

A problem was detected while the BIOS was executing.

See Beep Codes for instructions on diagnosing the beep code. Also, check the diagnostic lights to see if the specific problem is identified.

Solid green power light and no beep code and no video during POST

The monitor or the graphics card may be faulty or incorrectly installed.

Check the diagnostic lights to see if the specific problem is identified (see Video and Monitor Problems).

Solid green power light and no beep code but the computer locks up during POST

An integrated system board device may be faulty.

Check the diagnostic lights to see if the specific problem is identified. If the problem is not identified, contact Dell for technical assistance.

Diagnostic Lights

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

To help you troubleshoot a problem, your computer has four lights labeled "1," "2," "3," and "4" on the front panel. The lights can be off or green. When the computer starts normally, the patterns or codes on the lights change as the boot process completes. If the POST portion of system boot completes successfully, all four lights display solid green. If the computer malfunctions during the POST process, the pattern displayed on the LEDs may help identify where in the process the computer halted.

NOTE: The orientation of the diagnostic lights may vary depending on the system type. The diagnostic lights can appear either vertical or horizontal.

Light Pattern

Problem Description

Suggested Resolution

The computer is in a normal off condition, or a possible pre-BIOS failure has occurred.

The diagnostic lights are not lit after the computer successfully boots to the operating system.

Plug the computer into a working electrical outlet and press the power button.

A possible BIOS failure has occurred; the computer is in the recovery mode.

Run the BIOS Recovery utility, wait for recovery completion, and then restart the computer.

A possible processor failure has occurred.

Reinstall the processor and restart the computer.

Memory modules are detected, but a memory failure has occurred.

If you have one memory module installed, reinstall it and restart the computer (see Memory for instructions on how to remove and install memory modules).
If you have two or more memory modules installed, remove the modules, reinstall one module, and then restart the computer. If the computer starts normally, reinstall an additional module. Continue until you have identified a faulty module or reinstalled all modules without error.
If available, install properly working memory of the same type into your computer.
If the problem persists, contact Dell.

A possible graphics card failure has occurred.

If the computer has a graphics card, remove the card, reinstall it, and then restart the computer.
If the problem still exists, install a graphics card that you know works and restart the computer.
If the problem persists or the computer has integrated graphics, contact Dell.

A possible floppy or hard drive failure has occurred.

Reseat all power and data cables and restart the computer.

A possible USB failure has occurred.

Reinstall all USB devices, check cable connections, and then restart the computer.

No memory modules are detected.

If you have one memory module installed, reinstall it and restart the computer (see Memory for instructions on how to remove and install memory modules).
If you have two or more memory modules installed, remove the modules, reinstall one module, and then restart the computer. If the computer starts normally, reinstall an additional module. Continue until you have identified a faulty module or reinstalled all modules without error.
If available, install properly working memory of the same type into your computer.
If the problem persists, contact Dell.

Memory modules are detected, but a memory configuration or compatibility error exists.

Ensure that no special memory module/memory connector placement requirements exist (see Memory).
Verify that the memory modules that you are installing are compatible with your computer.
If the problem persists, contact Dell.

A failure has occurred.

This pattern also displays when you enter system setup and may not indicate a problem (see Entering System Setup).

Ensure that the cables are properly connected to the system board from the hard drive, and optical drive.
Check the computer message that appears on your monitor screen.
If the problem persists, contact Dell.

After POST is complete, all four diagnostic lights turn green briefly before turning off to indicate normal operating condition.

None.

Beep Codes

Your computer might emit a series of beeps during start-up if the monitor cannot display errors or problems. This series of beeps, called a beep code, identifies a problem. One possible beep code consists of one long beep and then two short beeps. This beep code tells you that the computer encountered a memory test failure.

If your computer beeps during start-up:

Write down the beep code on the Diagnostics Checklist (see Diagnostics Checklist).
Run the Dell Diagnostics to identify a more serious cause (see Dell Diagnostics).
Contact Dell for technical assistance (see Contacting Dell).

Code

Cause

2 short, 1 long

BIOS checksum error

1 long, 2 short

Memory test failure (bad memory during memory sizing)

1 long, 3 short, 2 short

No memory

1 short

F12 key pressed

Error Messages

Fill out the Diagnostics Checklist as you complete these checks (see Diagnostics Checklist).

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

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:

Click the Start button, click Control Panel, and then click Add or Remove Programs.
Select the program you want to remove.
Click the Change or Remove Program icon.
See the program documentation for installation instructions.

Alert! Previous attempts at booting this system have failed at checkpoint [nnnn]. For help in resolving this problem, please note this checkpoint and contact Dell Technical Support — Contact Dell (see Contacting Dell) and report the checkpoint code (nnnn) to the support technician.

Alert! Air temperature sensor not detected — For any computer type except the ultra small form factor computer, ensure that all cables are securely fastened to the I/O panel and to the system board and reboot your computer. If this does not resolve the problem or if you have an ultra small form factor computer, contact Dell (see Contacting Dell).

Attachment failed to respond — See Drive Problems.

Bad command or file name — Ensure that you spelled the command correctly, put spaces in the proper place, and used the correct pathname.

Bad error-correction code (ECC) on disk read — See Drive Problems.

Controller has failed — See Drive Problems.

Data error — See Drive Problems.

Decreasing available memory —
See Lockups and Software Problems.

Diskette drive 0 seek failure — See Drive Problems.

Diskette read failure —
See Drive Problems.

Diskette subsystem reset failed — Run the Dell Diagnostics (see Dell Diagnostics).

Diskette write protected — Slide the write-protect notch on the floppy disk to the open position.

Drive not ready — Put a floppy disk in the drive.

Gate A20 failure —
See Lockups and Software Problems.

Hard-disk configuration error —

Hard-disk controller failure —

Hard-disk drive failure —

Hard-disk drive failure —

See Drive Problems.

Insert bootable media — Insert a bootable floppy disk or CD.

Invalid configuration information - please run SETUP program — Enter system setup and correct the computer configuration information (see Entering System Setup).

Keyboard failure — See Keyboard Problems.

Memory address line failure at address, read value expecting value — See Lockups and Software Problems.

Memory allocation error —

Turn off the computer, wait 30 seconds, and then restart the computer.
Try to run the program again.
If the error message appears again, see the software documentation for additional troubleshooting suggestions.

Memory data line failure at address, read value expecting value —

Memory double word logic failure at address, read value expecting value —

Memory odd/even logic failure at address, read value expecting value   —

Memory write/read failure at address, read value expecting value —

Memory size in CMOS invalid —

See Lockups and Software Problems.

No boot device available —

If the floppy drive is your boot device, ensure that a bootable floppy disk is in the drive.
If the hard drive is your boot device, ensure that the cables are connected and that the drive is installed properly and partitioned as a boot device.
Enter system setup and ensure that the boot sequence information is correct (see Entering System Setup).

No boot sector on hard-disk drive — Enter system setup and ensure that the computer configuration information for the hard drive is correct (see Entering System Setup).

No timer tick interrupt —   Run the Dell Diagnostics (see Dell Diagnostics).

Non-system disk or disk error — Replace the floppy disk with one that has a bootable operating system or remove the floppy disk from drive A and restart the computer.

Not a boot diskette — Insert a bootable floppy disk 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 might 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).

Plug and Play Configuration Error —

Turn your computer off, unplug it from the electrical outlet, and then remove all but one of the cards.
Plug in your computer and reboot it.
If the message reappears, the installed card might be malfunctioning. If the message does not reappear, turn off the computer and reinsert one of the other cards.
Repeat this process until you identify which card is malfunctioning.

Read fault —

Requested sector not found —

Reset failed —

See Drive Problems.

Sector not found —

Run the Windows error-checking utility to check the file structure on the floppy disk or hard drive. See Windows Help for instructions.
If a large number of sectors are defective, back up the data (if possible), and then reformat the floppy disk or hard drive.

Seek error — See Drive Problems.

Shutdown failure —   Run the Dell Diagnostics (see Dell Diagnostics).

Time-of-day clock stopped —

Time-of-day not set-please run the System Setup program —
Enter system setup (see Entering System Setup) and correct the date or time. If the problem persists, replace the battery (see Replacing the Battery).

Timer chip counter 2 failed — Run the Dell Diagnostics (see Dell Diagnostics).

Unexpected interrupt in protected mode — Run the Dell Diagnostics (see Dell Diagnostics).

WARNING: Dell's Disk Monitoring System has detected that drive [0/1] on the [primary/secondary] EIDE controller is operating outside of normal specifications. It is advisable to immediately back up your data and replace your hard drive by calling your support desk or Dell —
If no replacement drive is immediately available and the drive is not the only bootable drive, enter system setup (see Entering System Setup) and change the appropriate drive setting to None. Then remove the drive from the computer.

Write fault —

Write fault on selected drive —

See Drive Problems.

<drive letter>:\ is not accessible. The device is not ready — The selected drive cannot read its medium. Depending on its medium type, insert a floppy, CD, DVD, or Zip disk into the drive and try again.

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 Device Manager or the Hardware Troubleshooter to resolve the incompatibility.

Microsoft® Windows® XP

To resolve incompatibilities using Device Manager:

Click the Start button and click Control Panel.
Click Performance and Maintenance and click System.
Click the Hardware tab and click Device Manager.
In the Device Manager list, check for devices that are incorrectly configured.

Incorrectly configured devices are indicated by a yellow exclamation point [!] or a red X if the device has been disabled.

Double-click any device marked with an exclamation point to display the Properties window.

The Device status area in the Properties window reports the devices that need to be re-configured.

Reconfigure the devices or remove the devices from the Device Manager. See the documentation that came with the device for information on configuring the device.

To resolve incompatibilities using the Windows XP Hardware Troubleshooter:

Click the Start button and click Help and Support.
Type hardware troubleshooter in the Search field and click the arrow to start the search.
Click Hardware Troubleshooter in the Search Results list.
In the Hardware Troubleshooter list, click I need to resolve a hardware conflict on my computer, and click Next.

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