Manuals

Overview • Initial User Contact • External Visual Inspection • Observing the Boot Routine • Internal Visual Inspection • Eliminating Resource Conflicts • Running the Dell Diagnostics • Getting Help

This file describes basic troubleshooting procedures that can help you diagnose a computer system problem. These procedures can often reveal the source of a problem or indicate the correct starting point for troubleshooting the system. For a brief explanation of how to load and start the system diagnostics, see Running the Dell Diagnostics. Dell recommends that you perform the following procedures in the order presented.

Can the user duplicate the problem?

Yes. Proceed to step 3.

No. Proceed to the next section, External Visual Inspection.

3. Observe the user to determine if he or she is making an error, such as typing an incorrect key combination or entering a command incorrectly.

Is the problem a result of user error?

Yes. Instruct the user in the proper procedure, or direct him or her to the appropriate user documentation for the correct procedure.

No. Proceed to External Visual Inspection.

1. Turn off the computer, the monitor, and all peripherals.
2. Verify that all power cables are properly connected to the computer, the monitor and peripherals, and their power sources.
3. Verify that the keyboard and mouse interface cables are firmly attached to the proper connectors on the back of the computer.
   
   For a PS/2-compatible mouse, the keyboard and mouse interface cable connectors are identical except for their labels.
   
   For a serial mouse, the mouse interface cable must be firmly attached to one of the serial port connectors, and its captive screws must be secure enough to ensure a firm connection.
4. Verify that network cables (if present) are properly attached.
5. Verify that any devices attached to the serial and parallel port connectors are properly connected.
   Each of the serial and parallel port interface cables must be firmly attached to an appropriate connector on the back of the computer as well as to the interface connector on the device. The captive screws that secure these connectors at each end of the interface cable must be secure enough to ensure a firm connection.
6. Verify that the video interface cable is firmly attached to the video connector on the back panel or to a video expansion card, and also to the connector on the back of the monitor.  For proper connection of the video monitor, see the documentation for the monitor.
7. Inspect all external monitor controls for any obvious damage or improper settings. For proper settings of the video monitor controls, see the documentation for the monitor.
8. Inspect the keyboard to ensure that no keys are sticking.  If one or more keys are sticking, it may be necessary to replace the keyboard.
9. Inspect the exterior of the computer, including all controls and indicators, and all user-accessible data storage devices for any signs of physical damage.
   
   Does the inspection reveal any problems?
   
   Yes. Proceed to the appropriate procedure in Removing and Replacing Parts.
   
   No. Proceed to Observing the Boot Routine.

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Observing the Boot Routine

After you have performed an external visual inspection as described in the previous section, you should boot the system and, while the boot routine is running, observe the system for any indications of problems.

NOTE: Most of the steps in this procedure require observation of system functions and indications, some of which can occur simultaneously. It may be necessary to reboot the system several times to complete all of these steps.

To perform the following procedure, you need a Dell Diagnostics Diskette created from the Dell OpenManage^TM Server Assistant CD. If such a diskette is not available, you can create it as described in "Using the Dell OpenManage Server Assistant CD," in the Dell PowerEdge 1300 Systems User’s Guide. If a separate diagnostics diskette is included with the system, you may need to use that diskette.

To observe problem indications during the boot routine, perform the following steps:

1. If the system is off, turn on all peripherals and the computer. Insert the Dell Diagnostics Diskette into the diskette drive and reboot the system.
2. Check power supply fan.

Does the fan run normally?

Yes. Proceed to step 3.

No. Troubleshoot the system power supply.

3. Watch the <Num Lock>, <Caps Lock>, and <Scroll Lock> indicators on the upper-right corner of the keyboard. After all three indicators flash momentarily, and following a long pause (approximately 30 seconds), the Num Lock indicator should light up and remain on (unless the Num Lock option is set to Off in the System Setup program).

Do these indicators flash on and off within approximately 10 seconds after the boot routine starts?

Yes. Proceed to step 4.

No. Troubleshoot the system power supply. If the troubleshooting procedure indicates that the system power supply is operational, troubleshoot the memory.

4. During the boot routine, observe the system for any of the following indications:

• Beep codes — A beep code is a series of beeps that indicates an error condition. See POST Beep Codes.

• Diskette-drive and hard-disk drive access indicators — These indicators light up in response to data being transferred to or from the drives. If either of these indicators fails to light up during the boot routine, troubleshoot the diskette drive or hard-disk drive subsystem, as appropriate.

5. Observe the monitor screen for the Diagnostics menu.

Does the Diagnostics menu appear?

Yes. See Running the Dell Diagnostics.

No. Proceed to step 6.

6. Insert another copy of the Dell Diagnostics Diskette into the diskette drive, and reboot the system. 

Does the Diagnostics menu appear?

Yes. See Running the Dell Diagnostics.

No. Proceed to Internal Visual Inspection.

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Internal Visual Inspection

CAUTION: Before you proceed with the internal visual inspection described in this section, ensure that the user has saved all open files and exited all open application programs if possible.

A simple visual inspection of a computer’s interior hardware can often lead to the source of a problem, such as a loose expansion card, cable connector, or mounting screw. When you perform the visual inspection, refer to System Features to locate components referenced in the inspection procedure.

To perform the internal visual inspection, perform the following steps:

1. Turn off the system, including any attached peripherals, and disconnect all the AC power cables from their power sources.

WARNING: Before beginning to work inside the computer, disconnect the power supply from the power source and the power supply cables from the power supply.

2. Remove the computer’s right side cover as described in Removing the Computer Cover.

	WARNING: The SEC cartridge and heat sink assembly can get extremely hot during system operations. Be sure that it has had sufficient time to cool before touching it.
	WARNING: When handling the SEC cartridge and heat sink assembly, take care to avoid sharp edges on the heat sink.

3. Verify that the chips, DIMMs, expansion cards, and SEC cartridge and heat sink assembly or assemblies are fully seated in their sockets or connectors.

To ensure that the chips are fully seated in their sockets, press firmly on the top of each chip.

To reseat an SEC cartridge and heat sink assembly, remove and reinstall it as described in Microprocessor SEC Cartridge/Heat Sink Assembly. 

To reseat a DIMM, remove it from its socket and reinstall it as described in DIMM Removal/Installation.

If you need to reseat an expansion card, remove the card as described in Expansion Cards, and then reinsert the card in its connector and carefully push it in until fully seated.

4. Verify that all jumpers are set correctly.

For information about jumper settings, see System Board Jumpers.

5. Check all cable connectors inside the computer to verify that they are firmly attached to their appropriate connectors.
6. Reinstall the computer cover.
7. Reconnect the computer and any attached peripherals to their power sources, and turn them on. 

Does the problem appear to be resolved?

Yes. No further steps are necessary.

No. Proceed to Eliminating Resource Conflicts and to Getting Help.

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Eliminating Resource Conflicts

Devices within the computer may require dedicated memory spaces, interrupt levels, or DMA channels, all of which must be allocated during installation of the devices. Because devices may be installed at different times, it is possible that the same resource is assigned to two or more devices.

Resource conflicts can result in disorderly or erratic system operation or system failure. If you suspect that resource conflicts might exist, check the system and reassign the resources as necessary.

For additional information, see "Using the Resource Configuration Utility" in the Dell PowerEdge 1300 Systems User’s Guide or Interrupt Assignments and Direct Memory Access Channel Assignments.

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Running the Dell Diagnostics

The Dell Diagnostics contains tests that aid in troubleshooting all major components of the computer system. To run the tests, you must first create the Dell Diagnostics Diskette using the Dell OpenManage Server Assistant CD as described in "Using the Dell OpenManage Server Assistant CD," in the User’s Guide. If a separate Dell Diagnostics Diskette is included with the system, you may need to use that diskette.

To start the Dell Diagnostics, turn off the system, insert the Dell Diagnostics Diskette into the diskette drive, and then turn on the system.

Starting the diagnostics causes the Dell logo screen to appear on the monitor, followed by a message indicating that the diagnostics is loading. Before the diagnostics loads, a program tests the portion of main memory (RAM) required for loading the diagnostics. If a RAM error is detected, a message telling you which DIMM has failed appears on the screen.

If no errors are found in RAM, the diagnostics loads and the Diagnostics menu appears. This menu lets you choose the following options or exit the Dell Diagnostics:

• Run All Tests — Runs all tests for a thorough check of the system
• Run Quick Tests — Runs selected tests from all test groups to quickly locate a failure or to indicate where further testing is needed to isolate a failure
• Run Specific Tests — Tests a particular area or subsystem

See "Running Dell Diagnostics" in the Dell PowerEdge 1300 Systems Installation and Troubleshooting Guide for specific information about the Dell Diagnostics.

Getting Help

If none of the troubleshooting procedures in this file or the tests in the Dell Diagnostics reveals the source of the problem or leads to the proper troubleshooting steps for determining the source of the problem, refer to the Support pages at http://www.dell.com or call Dell for technical assistance. For instructions on contacting Dell, see "Getting Help" in the Installation and Troubleshooting Guide.

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