Back to Contents Page

Solving Problems

Dell™ OptiPlex™ SX270 Systems User's Guide

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 (code 1-3-1) consists of one beep, a burst of three beeps, and then one beep. This beep code tells you that the computer encountered a memory problem.

If your computer beeps during start-up:

1. Write down the beep code on the Diagnostics Checklist.
   
   
2. Run the Dell Diagnostics to identify a more serious cause.
   
   
3. Contact Dell for technical assistance.
   
   

Code	Cause
1-1-2	Microprocessor register failure
1-1-3	NVRAM
1-1-4	ROM BIOS checksum failure
1-2-1	Programmable interval timer
1-2-2	DMA initialization failure
1-2-3	DMA page register read/write failure
1-3	Video Memory Test failure
1-3-1 through 2-4-4	Memory not being properly identified or used
3-1-1	Slave DMA register failure
3-1-2	Master DMA register failure
3-1-3	Master interrupt mask register failure
3-1-4	Slave interrupt mask register failure
3-2-2	Interrupt vector loading failure
3-2-4	Keyboard Controller Test failure
3-3-1	NVRAM power loss
3-3-2	NVRAM configuration
3-3-4	Video Memory Test failure
3-4-1	Screen initialization failure
3-4-2	Screen retrace failure
3-4-3	Search for video ROM failure
4-2-1	No time tick
4-2-2	Shutdown failure
4-2-3	Gate A20 failure
4-2-4	Unexpected interrupt in protected mode
4-3-1	Memory failure above address 0FFFFh
4-3-3	Timer-chip counter 2 failure
4-3-4	Time-of-day clock stopped
4-4-1	Serial or parallel port test failure
4-4-2	Failure to decompress code to shadowed memory
4-4-3	Math-coprocessor test failure
4-4-4	Cache test failure

Diagnostic Lights

To help you troubleshoot a problem, your computer has four lights labeled "A," "B," "C," and "D" on the back panel. The lights can be yellow 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.

CAUTION: Before you begin any of the procedures in this section, follow the steps in "CAUTION: Safety Instructions."

Light Pattern		Problem Description	Suggested Resolution
	off off off off	The computer is in a normal off condition or a possible pre-BIOS failure has occurred.	Verify that the computer is plugged into a working electrical outlet and that you have pressed the power button.
	green yellow yellow yellow	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.
	yellow green yellow yellow	A possible microprocessor failure has occurred.	Reinstall the microprocessor and restart the computer.
	green green yellow yellow	Memory modules are detected, but a memory failure has occurred.	If you have one memory module installed, reinstall it and restart the computer. 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.
	yellow yellow green yellow	A possible expansion card failure has occurred.	Determine if a conflict exists by removing a card (not the video card) and then restarting the computer. If the problem persists, reinstall the card that you removed, remove a different card, and then restart the computer. Repeat this process for each card. If the computer starts normally, troubleshoot the last card removed from the computer for resource conflicts (see "Resolving Software and Hardware Incompatibilities"). Move each card one at a time to a different PCI slot and restart the computer after each move. If the problem persists, contact Dell.
	green yellow green yellow	A possible video card failure has occurred.	If the computer has a video card, remove the card, reinstall it, and then restart the computer. If the problem still exists, install a video card that you know works and restart the computer. If the problem persists or the computer has integrated video, contact Dell.
	yellow green green yellow	A possible floppy or hard drive failure has occurred.	Reseat all power and data cables and restart the computer.
	green green green yellow	A possible USB failure has occurred.	Reinstall all USB devices, check cable connections, and then restart the computer.
	yellow yellow yellow green	No memory modules are detected.	Reinstall all memory modules and restart the computer. To eliminate the possibility of a faulty memory connector, remove all memory modules, reinstall one memory module (if the computer supports a single module), and then restart the computer. If the computer starts normally, move the memory module to a different connector and restart the computer. Continue until you have identified a faulty connector or reinstalled all modules without error.
	yellow green yellow green	Memory modules are detected, but a memory configuration or compatibility error exists.	Ensure that no special memory module/memory connector placement requirements exist. Verify that the memory modules that you are installing are compatible with your computer. If the problem persists, contact Dell.
	yellow green green green	Other failure has occurred.	Ensure that the cables are properly connected to the system board from the hard drive, CD drive, and DVD drive. Check the computer message that appears on your monitor screen. If the problem persists, contact Dell.
	green green green green	The computer is in a normal operating condition after POST.	None.

System Lights

Located on the front of the computer, these lights can indicate a computer problem.

Power Light	Problem Description	Suggested Resolution
Solid green	Power is on, and the computer is operating normally.	Normal operating condition. Otherwise, check the back panel diagnostic lights to see if the specific problem is identified. See "Diagnostic Lights."
Blinking green	The computer is in the suspended state (Microsoft® Windows® 2000 and Windows XP).	Press the power button, move the mouse, or press a key on the keyboard to wake the computer.
Solid yellow	A device on the system board may be faulty or incorrectly installed.	See "Power Problems." If the problem persists, contact Dell for technical assistance.
Blinking yellow	A power supply or system board failure may have occurred.	See "Power Problems." If the problem persists, contact Dell for technical assistance.
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.

Battery Problems

Fill out the Diagnostics Checklist as you complete these checks.

CAUTION: There is a danger of a new battery exploding if it is incorrectly installed. Replace the battery only with the same or equivalent type recommended by the manufacturer. Discard used batteries according to the manufacturer's instructions.

CAUTION: Before you begin any of the procedures in this section, follow the steps in "CAUTION: Safety Instructions."

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

Drive Problems

Fill out the Diagnostics Checklist as you complete these checks.

Floppy drive problems

Test the drive — Insert another disk to eliminate the possibility that the original floppy disk is defective. Insert a bootable floppy disk and reboot the computer.

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

Test the floppy drive light — MS-DOS® Insert a floppy disk, type dir a: at the DOS prompt, and then press <Enter>. Microsoft Windows operating systems Insert a floppy disk, click the Start button, click My Computer, and then double-click the floppy drive icon.

Run the Dell Diagnostics — If any of the tests fail, contact Dell.

NOTICE: Do not attempt to clean drive heads with a swab. You may accidentally misalign the heads, which can render the drive inoperable.

Clean the drive — Use a commercially available cleaning kit.

CAUTION: Before you begin any of the procedures in this section, follow the steps in "CAUTION: Safety Instructions."

Remove and reinstall the floppy drive —  If the computer displays a drive error message, see "Floppy drive problems" for an explanation.

CD drive problems

Adjust the Windows volume control — Click the speaker icon in the lower-right corner of your screen. Ensure that the volume is turned up by clicking the slidebar and dragging it up. Ensure that the sound is not muted by clicking any boxes that are checked.

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

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

Ensure that Windows recognizes the drive — Click the Start button and click My Computer. If the CD drive is not listed, perform a full scan with your antivirus software to check for and remove viruses. Viruses can sometimes prevent Windows from recognizing the drive.

Clean the disc — Use a commercially available cleaning kit.

Problems writing to a CD-RW drive

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

DVD drive problems

NOTE: Because of different regions worldwide and different disc formats, not all DVD titles work in all DVD drives.

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

Ensure that Windows recognizes the drive — Click the Start button and click My Computer. If the DVD drive is not listed, perform a full scan with your antivirus software to check for and remove viruses. Viruses can sometimes prevent Windows from recognizing the drive.

Clean the disc — Use a commercially available cleaning kit.

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

Hard drive problems

Check the cable connections — Ensure that the DC power cables from the power supply are firmly connected to the connectors on each drive. Verify that the interface cable for each drive is firmly connected to the drive and to the system board. Ensure that the control panel cable is firmly connected to the system board. If the primary hard drive that contains the operating system does not boot, files in the operating system might be corrupt. For more information, see your operating system documentation.

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

Test the hard drive — Windows XP and Windows 2000 — Run the Check Disk utility: For Windows XP, click the Start button and click My Computer. For Windows 2000, double-click My Computer on the Windows desktop. Click the Tools tab. Under Error-checking, click Check Now. Click Scan for and attempt recovery of bad sectors. Click Start. Windows NT — Run the error-checking utility: Click the Start button, click My Computer, and then select the hard drive that you want to check. Click the right mouse button, click Properties, click Tools, and then click Check Now in the Error-checking section. MS-DOS Type scandisk x: at an MS-DOS prompt, where x is the hard drive letter, and then press <Enter>

Run the Dell Diagnostics — If any of the diagnostics tests fail, contact Dell.

Repairing a Wet Computer

Spills, splashes, and excessive humidity can cause damage to the computer. If an external device, such as a printer, gets wet, contact the manufacturer of the device for instructions.

CAUTION: Before you perform this procedure, follow the steps in "CAUTION: Safety Instructions."

Turn off the computer and devices, disconnect them from their electrical outlets, wait 10 to 20 seconds, and then remove the computer cover. Let the computer dry for at least 24 hours. Make sure that it is thoroughly dry before you proceed. Replace the computer cover, reconnect the computer and devices to their electrical outlets, and turn them on. If the computer has power, proceed to the next step. If the computer does not have power, contact Dell. Run the Dell Diagnostics. If any of the diagnostics tests fail, contact Dell.

Dropped or Damaged Computer

CAUTION: Before you begin any of the procedures in this section, follow the steps in "CAUTION: Safety Instructions."

Check the card and cable connections — Turn off the computer and devices, disconnect them from their electrical outlets, wait 10 to 20 seconds, and then open the computer cover. Check all card connections in the computer, and reseat any loose cards. Ensure that all cables are properly connected and that all components are properly seated in their connectors and sockets. Close the computer cover, reconnect the computer and devices to electrical outlets, and then turn them on. Run the Dell Diagnostics. If any of the diagnostics tests fail, contact Dell.

E-Mail, Modem, and Internet Problems

Check the telephone line connection — Verify that the telephone line is connected to the jack on the modem. (The jack has either a green label or a connector-shaped icon next to it.) Ensure that you hear a click when you insert the telephone line connector into the modem.

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

Connect the modem directly to the telephone wall jack — If you have other telephone devices sharing the line, such as an answering machine, fax machine, surge protector, or line splitter, then bypass them and use the telephone to connect the modem directly to the telephone wall jack.

Use a different telephone line — If you are using a line that is 3 m (10 ft.) or more in length, try a shorter one.

Run the Modem Helper diagnostics — Click the Start button, point to All Programs, and then click Modem Helper. Follow the instructions on the screen to identify and resolve modem problems. (Modem Helper is not available on all computers.)

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

Turn off call waiting (catch-phone) — See your telephone directory for instructions on deactivating this feature. Then adjust the dial-up networking connection properties. Click the Start button and click Control Panel. Click Printers and Other Hardware, and then click Phone and Modem Options. Click your connection type to highlight it. Click the Dialing Rules tab and click Edit. Click the To Disable Call Waiting box to place a check mark in it. Select the disable code from the drop-down menu (for example, *70). Click Apply and click OK.

Ensure that you are connected to the Internet — With the Outlook Express e-mail program open, click File. If Work Offline has a check mark next to it, click the checkmark to remove it and connect to the Internet.

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

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

Error Messages

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 and click Control Panel. 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 — The computer failed to complete the boot routine three consecutive times for the same error. Contact Dell and report the checkpoint code (nnnn) to the support technician.

Attachment failed to respond — The floppy or hard drive controller cannot send data to the associated drive. See "Floppy drive problems" or "Hard drive problems" for troubleshooting suggestions.

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

Bad error-correction code (ECC) on disk read — The floppy or hard drive controller detected an uncorrectable read error. See "Floppy drive problems" or "Hard drive problems" for troubleshooting suggestions.

Controller has failed — The hard drive or the associated controller is defective. See "Floppy drive problems" or "Hard drive problems" for troubleshooting suggestions.

Data error — The floppy or hard drive cannot read the data. For the Microsoft® Windows® operating system, run the chkdsk utility to check the file structure of the floppy or hard drive. For another operating system, run the appropriate corresponding utility. See your operating system documentation for information on running these utilities.

Decreasing available memory — One or more memory modules might be faulty or improperly seated. Reinstall the memory modules and, if necessary, replace them. See "Memory Problems" for additional troubleshooting suggestions.

Diskette drive 0 seek failure — A cable might be loose or the computer configuration information may not match the hardware configuration. See "Floppy drive problems" for troubleshooting suggestions.

Diskette read failure — The floppy disk may be defective or a cable might be loose. If the drive access light turns on, try a different disk. See "Floppy drive problems" for troubleshooting suggestions.

Diskette subsystem reset failed — The floppy drive controller might be faulty. Run the Diskette tests in the Dell Diagnostics.

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

Drive not ready — No floppy disk is in the drive. Put a floppy disk in the drive.

Gate A20 failure — One or more memory modules might be faulty or improperly seated. Reinstall the memory modules and, if necessary, replace them. See "Memory Problems" for additional troubleshooting suggestions.

Hard-disk configuration error — Hard-disk controller failure — Hard-disk drive failure — Hard-disk drive failure — The hard drive failed initialization. Run the Dell Diagnostics. See "Hard drive problems" for troubleshooting suggestions.

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

Invalid Configuration Information - Please run SETUP program — The computer configuration information does not match the hardware configuration. Enter system setup and correct the computer configuration information.

Keyboard failure — A cable or connector might be loose, or the keyboard or keyboard/mouse controller might be faulty. See "Keyboard Problems."

Memory address line failure at address, read value expecting value — A memory module might be faulty or improperly seated. Reinstall the memory modules and, if necessary, replace them. See "Memory Problems" for additional troubleshooting suggestions.

Memory allocation error — The software you are attempting to run is conflicting with the operating system, another program, or a utility. 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 — A memory module might be faulty or improperly seated. Reinstall the memory modules and, if necessary, replace them. See "Memory Problems" for additional troubleshooting suggestions.

Memory size in CMOS invalid — The amount of memory recorded in the computer configuration information does not match the memory installed in the computer. Restart the computer. If the error message appears again, contact Dell. See "Memory Problems" for additional troubleshooting suggestions.

Memory tests terminated by keystroke — A keystroke interrupted the memory test. Restart the computer to rerun the test.

No boot device available — The computer cannot find the floppy disk or hard drive. 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 drive is installed, properly seated, and partitioned as a boot device. Enter system setup and ensure that the boot sequence information is correct.

No boot sector on hard-disk drive — The computer configuration information in system setup might be incorrect. Enter system setup and ensure that the computer configuration information for the hard drive is correct. The operating system might have been corrupted. Reinstall the operating system. See your operating system documentation for reinstallation information.

No timer tick interrupt — A chip on the system board might be malfunctioning. Run the Dell Diagnostics.

Non-system disk or disk error — The floppy disk in drive A does not have a bootable operating system installed on it. Either 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 — The operating system is trying to boot to a floppy disk that does not have a bootable operating system installed on it. Insert a bootable floppy disk.

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

Operating system not found — Contact Dell.

Plug and Play Configuration Error — The computer encountered a problem while trying to configure one or more cards. 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 — The operating system cannot read from the floppy or hard drive, the computer could not find a particular sector on the disk, or the requested sector is defective. See "Floppy drive problems" or "Hard drive problems" for troubleshooting suggestions.

Requested sector not found — The operating system cannot read from the floppy or hard drive, the computer could not find a particular sector on the disk, or the requested sector is defective. See "Floppy drive problems" or "Hard drive problems" for troubleshooting suggestions.

Reset failed — The disk reset operation failed. See "Floppy drive problems" or "Hard drive problems" for troubleshooting suggestions.

Sector not found — The operating system cannot locate a sector on the floppy or hard drive. 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 — The operating system cannot find a specific track on the floppy disk or hard drive. See "Floppy drive problems" or "Hard drive problems" for troubleshooting suggestions.

Shutdown failure — A chip on the system board might be malfunctioning. Run the Dell Diagnostics.

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

Time-of-day clock stopped — The battery might be dead. Enter system setup and correct the date or time. If the problem persists, contact Dell. See "Battery Problems" for additional troubleshooting suggestions.

Time-of-day not set-please run the System Setup program — The time or date stored in system setup does not match the computer clock. Enter system setup and correct the Date and Time options.

Timer chip counter 2 failed — A chip on the system board might be malfunctioning. Run the Dell Diagnostics.

Unexpected interrupt in protected mode — The keyboard controller might be malfunctioning, or a memory module might be loose. Run the 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 — During initial start-up, the drive detected possible error conditions. When your computer finishes booting, immediately back up your data and replace your hard drive. If no replacement drive is immediately available and the drive is not the only bootable drive, enter system setup and change the appropriate drive setting to None. Then remove the drive from the computer.

Write fault — The operating system cannot write to the floppy or hard drive. See "Floppy drive problems" or "Hard drive problems" for troubleshooting suggestions.

Write fault on selected drive — The operating system cannot write to the floppy or hard drive. See "Floppy drive problems" or "Hard drive problems" for troubleshooting suggestions.

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

General Problems

The computer stops responding

Turn the computer off — If your computer locks up and you are unable to get a response by pressing a key on your keyboard or moving your mouse, press and hold the power button for at least 8 to 10 seconds until the computer turns off. Then press the power button again to turn on the computer. You might lose data if you are unable to perform an operating system shutdown.

A program stops responding

End the program — Windows® XP, Windows 2000, Windows NT® Press <Ctrl><Shift><Esc> simultaneously. Click Applications. Click the program that is no longer responding. Click End Task. Windows 98 Press <Ctrl><Alt><Delete> simultaneously. Click the program that is no longer responding. Click End Task.

A program crashes repeatedly

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

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

A solid blue screen appears

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

Other software problems

Check the software documentation or contact the software manufacturer for troubleshooting information

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

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

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

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

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

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

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

Check for device driver conflicts — Verify that the program's device drivers do not conflict with certain programs. Call the software manufacturer for technical assistance.

Other technical problems

Go to the Dell Support website — Go to support.dell.com for help with general usage, installation, and troubleshooting questions.The support website offers several different tools to help you, such as Dell Forum—a chat room where you can communicate with other Dell customers about their computers and gain access to technical support through e-mail.

Call Dell — If you cannot solve your problem using the Dell Support website or e-mail service, call Dell for technical assistance.

General hardware problems

If your computer exhibits one or more of the following symptoms, a device conflict may exist:

• Your computer locks up, particularly while using a specific device.
  
  
• A recently added device does not work.
  
  
• Memory parity errors occur on parity-enabled computers.
  
  
• A sound card emits noise or demonstrates other problems.
  
  
• Unintelligible characters print from the printer.
  
  
• The mouse pointer does not move or "stutters" when it moves.
  
  
• Messages appear stating that the computer is not operating at maximum performance.
  
  
• Errors occur and programs crash for no apparent reason.
  
  
• Nothing displays on the monitor.
  
  

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

Check your operating system documentation for additional troubleshooting information

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

Fill out the Diagnostics Checklist as you complete these checks.

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

Check the keyboard cable — Ensure that the keyboard cable is firmly connected to the computer. Check the cable connector for bent or broken pins and for damaged or frayed cables. Straighten bent pins. Remove keyboard extension cables and connect the keyboard directly to the computer.

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

Check the keyboard switch setting — Switch settings are on the bottom of the keyboard, sometimes behind a panel. Ensure that the switch is set to PS/2, Enhanced XT/AT, or PC/AT. See the keyboard documentation for recommended settings.

Run the Dell Diagnostics — If any of the diagnostics tests fail, contact Dell.

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

Memory Problems

CAUTION: Before you begin any of the procedures in this section, follow the steps in "CAUTION: Safety Instructions."

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. Confirm that the computer has sufficient memory to run your programs. See the software documentation for minimum memory requirements. If necessary, install additional memory. Reseat the memory modules to ensure that your computer is successfully communicating with the memory. Restart the computer. Run the Dell Diagnostics. If any of the diagnostics tests fail, contact Dell.

If you experience other memory problems — Reseat the memory modules to ensure that your computer is successfully communicating with the memory. Restart the computer. Run the Dell Diagnostics. If any of the diagnostics tests fail, contact Dell.

Mouse Problems

Fill out the Diagnostics Checklist as you complete these checks.

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

Check the mouse cable — Check the cable connector for bent or broken pins and for damaged or frayed cables. Straighten bent pins. Ensure that the cable is firmly connected to the computer.

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

Check the mouse settings — Windows® XP Click the Start button, click Control Panel, and then click Printers and Other Hardware. Click Mouse. Try adjusting the settings. Windows 2000, Windows NT®, and Windows 98 Click the Start button, point to Settings, and then click Control Panel. Double-click the Mouse icon. Try adjusting the settings. If you are using a PS/2 mouse Enter system setup and ensure that Mouse Port under the Integrated Devices option is set to On. Exit system setup and restart the computer.

Reinstall the mouse driver — See "Reinstalling Drivers and Utilities."

Run the Dell Diagnostics — If any of the diagnostics tests fail, contact Dell.

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

Network Problems

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

Check the network lights on the back of the computer — If the network adapter lights are blank (off) it indicates that a physical connection to the network cannot be detected or that the integrated network adapter is disabled in System Setup.

Restart the computer and try to log on to the network again

Check your network settings — Contact your network administrator or the person who set up your network to verify that your network settings are correct and that the network is functioning.

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

Power Problems

CAUTION: Before you begin any of the procedures in this section, follow the steps in "CAUTION: Safety Instructions."

Fill out the Diagnostics Checklist as you complete these checks.

Adjust the Power Properties — Your computer may be in standby or hibernate mode. For information on power conservation modes, see your operating system documentation.

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

If the power light is blinking green — The computer is in standby mode. Press a key on the keyboard or move the mouse to resume normal operation.

If the power light is off — The computer is either turned off or is not receiving power. Reseat the power cable into both the power connector on the back of the computer and the electrical outlet. If the computer is plugged into a power strip, ensure that the power strip is plugged into an electrical outlet and that the power strip is turned on. Ensure that the electrical outlet is working by testing it with another device, such as a lamp. Bypass power protection devices, power strips, and power extension cables to verify that the computer turns on. Ensure that the main power cable is securely connected to the system board. Ensure that the front panel cable is securely connected to the system board. If the problem persists, contact Dell.

If the power light is amber and green — The computer is receiving electrical power, but an internal power problem might exist. Ensure that the voltage selection switch is set to match the AC power at your location. If the problem persists, contact Dell.

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

If the power light is blinking amber — A device might be malfunctioning or incorrectly installed. Remove and then reinstall the memory modules. Remove and then reinstall any card. Remove and then reinstall the video card, if applicable. If the problem persists, contact Dell.

Eliminate interference — Electrical appliances on the same circuit or operating near the computer can cause interference. Other causes of interference are: Power extension cables Keyboard and mouse extension cables Too many devices on a power strip Multiple power strips connected to the same electrical outlet

Printer Problems

NOTE: Dell does not cover the printer's warranty. If you need technical assistance for your printer, call the printer's manufacturer. See the printer documentation for the correct phone number.

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

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

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

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

Verify that the printer is recognized by Windows® — Windows XP Click the Start button. Click Control Panel. Click Printers and Other Hardware. Click View installed printers or fax printers. If the printer is listed, right-click the printer icon. Click Properties, and then select the Ports tab. For a parallel printer, ensure that the Print to the following port(s): setting is LPT1 (Printer Port). For a USB printer, ensure that the Print to the following port(s): setting is USB. Windows 2000 and Windows NT® Click the Start button, point to Settings, and then click Printers. If the printer is listed, right-click the printer icon. Click Properties, and then select the Ports tab. For a parallel printer, ensure that the Print to the following port(s): setting is LPT1 (Printer Port). For a USB printer, ensure that the Print to the following port(s): setting is USB. Windows 98 Click the Start button, point to Settings, and then click Printers. If the printer is listed, right-click the printer icon. Click Properties, and then select the Details 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 "Reinstalling Drivers and Utilities."

Serial or Parallel Device Problems

Fill out the Diagnostics Checklist as you complete these checks.

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

Check the documentation for the device — See the device's documentation for troubleshooting procedures.

Ensure that the device is turned on — Firmly press the device's power button.

Check the device cable connections — Check the connector for bent or broken pins. (It is normal for most device cable connectors to have missing pins.) Ensure that the device cable is firmly connected to the computer.

Test the device cable — Swap the device's cable with a cable that works properly.

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

Eliminate interference — Relocate any electrical appliances on the same circuit or operating near the computer that might cause interference. Remove these other possible causes of interference: Power extension cables Keyboard and mouse extension cables Too many devices on a power strip Multiple power strips connected to the same electrical outlet

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

Check the software documentation — If the problem occurs with particular software, see the software documentation for the recommended serial or parallel port settings. Ensure that the port settings match the recommended settings.

Run the Dell Diagnostics — If the tests do not complete, contact Dell.

Test the device — Swap the device with a comparable device that works properly.

Sound and Speaker Problems

Fill out the Diagnostics Checklist as you complete these checks.

No sound from speakers

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

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

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.

Run the speaker diagnostics — Some speaker systems have self- diagnostics. See the speaker documentation for diagnostics instructions.

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

Check the device option setting — Enter system setup and ensure that Sound under the Integrated Devices option is set to On. Exit system setup and reboot the computer.

Run the Dell Diagnostics — If the tests complete successfully, the controller is functioning properly. If the problem persists, or if the tests do not complete successfully, contact Dell.

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

No sound from headphones

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

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.

System Board Problems

Fill out the Diagnostics Checklist as you complete the following checks.

Perform all checks in "Keyboard Problems"

CAUTION: Before you begin any of the procedures in this section, follow the steps in "CAUTION: Safety Instructions."

Reinstall the battery — Turn off the computer and devices, disconnect them from their electrical outlets, wait 10 to 20 seconds, and then open the computer cover. Remove the battery, wait 5 minutes, and then reinstall the battery. Close the computer cover, reconnect the computer and devices to electrical outlets, and then turn them on. If the problem still exists, contact Dell.

CAUTION: Before you begin any of the procedures in this section, follow the steps in "CAUTION: Safety Instructions."

Replace the Memory Modules — Turn off the computer and devices, disconnect them from their electrical outlets, wait 10 to 20 seconds, and then open the computer cover. Rotate the power supply away from the system board. Replace the memory module(s). Close the computer cover, reconnect the computer and devices to electrical outlets, and then turn them on. If the RAM count displayed does not correctly match the actual amount of memory installed in the computer, contact Dell.

Video and Monitor Problems

Fill out the Diagnostics Checklist as you complete these checks.

If the screen is blank

NOTE: See the monitor documentation for troubleshooting procedures.

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

Check the monitor cable connection — Check the connector for bent or broken pins. (It is normal for monitor cable connectors to have missing pins.)

Check the RGB/DVI video input switch found on some Digital Flat Panel displays — Check that the desired video input is selected.

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

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

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

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

Check the diagnostic lights — See "Diagnostic Lights."

Run the Dell Diagnostics — If any tests fail, contact Dell.

If the screen is difficult to read

Check the monitor settings — See the monitor documentation for instructions on adjusting the contrast and brightness, demagnetizing (degaussing) the monitor, and running the monitor self-test.

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

Move the monitor away from external power sources — Fans, fluorescent lights, halogen lamps, and other electrical devices can cause the screen image to appear "shaky." Turn off nearby devices to check for interference.

Adjust the Windows® display settings — Windows XP Click the Start button and click Control Panel. Click Appearance and Themes. Click Display and click the Settings tab. Try different settings for Screen resolution and Color quality. Windows 98, 2000, and Windows NT® Click the Start button, point to Settings, and then click Control Panel. Double-click the Display icon and click the Settings tab. Try different settings for Screen area or Desktop area.

Restore the recommended settings — Restore the original resolution and refresh rate settings.

Back to Contents Page