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.
The Dell Diagnostics only operates on Dell computers.
Enter the system setup program, review your computer's configuration information, and ensure that the device you want to test displays in the system setup program and is active (see Using the System Setup Program).
Start the Dell Diagnostics from your hard drive or from your Drivers and Utilities media (see 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, see Contacting Dell.
Ensure that the computer is connected to an electrical outlet that is
known to be working properly.
Turn on (or restart) your computer.
Start the Dell Diagnostics in one of the following two ways.
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.
When the DELL™ logo appears, press <F12> immediately. Select Diagnostics from the boot menu and press <Enter>.
NOTE: Before attempting the following option, the computer must be powered down completely.
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 Drivers and Utilities media.
The computer runs the Pre-boot System Assessment (PSA), a series of initial tests of your system board, keyboard, display, memory, and hard drive.
During the assessment, answer any questions that appear.
If failures are detected, the computer stops and beeps. To stop the assessment and restart the computer, press <n>; 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 codes 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 Drivers and Utilities Media
Insert your Drivers and Utilities media.
Shut down and restart the computer.
When the DELL logo appears, press <F12> immediately.
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.
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.
NOTE: Keyboard failure may result when a key on the keyboard is held down for extended periods of time. To avoid possible keyboard failure, press and release the <F12> key in even intervals until the boot device menu appears.
At the boot device menu, use the up- and down-arrow keys to highlight
CD/DVD/CD-RW, and then press <Enter>.
NOTE: The Quickboot feature changes the boot sequence for the current boot only. Upon restart, the computer boots according to the boot sequence specified in the system setup program.
Select the Boot from CD-ROM option from the menu that appears and
then press <Enter>.
Type 1 to start the Drivers and Utilities menu and then press <Enter>.
Select Run the 32 Bit Dell Diagnostics from the numbered list. If
multiple versions are listed, select the version appropriate for your
computer.
At the Dell Diagnostics Main Menu, select the test you want to run.
NOTE: Write down any error codes and problem descriptions exactly as they appear and follow the instructions on the screen.
After all tests have completed, close the test window to return to the Dell
Diagnostics MainMenu.
Remove your Drivers and Utilities media and then close the Main Menu
windowto exit the Dell Diagnostics and restart the computer.
Dell Diagnostics Main Menu
After the Dell Diagnostics loads and the MainMenu screen appears, click the button for the option you want.
NOTE: It is recommended that you select Test System to run a complete test on your computer.
Option
Function
Test Memory
Run the stand-alone memory test
Test System
Run System Diagnostics
Exit
Exit the Diagnostics
After you have selected the Test System option from the main menu, the following menu appears.
NOTE: It is recommended that you select Extended Test from the menu to run a more thorough check of the devices in the computer.
Option
Function
Express Test
Performs a quick test of system 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 system devices. The test typically takes an hour or more and periodically requires your input to answer specific questions.
Custom Test
Tests a specific device in the system and can be used to customize the tests you want to run.
Symptom Tree
Lists a number of common symptoms and allows you to select a test based on the symptom of the problem you are having.
For any problem 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 exactly as it appears and follow the instructions on the screen. If you cannot resolve the problem, contact Dell (see Contacting Dell).
NOTE: The Service Tag for your computer is located at the top of each test screen. When contacting Dell support, have your Service Tag ready.
The following tabs provide additional information for tests run from the Custom Test or Symptom Tree option:
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 any requirements for running the test.
Configuration
Displays your hardware configuration for the selected device.
The Dell Diagnostics obtains configuration information for all devices from the system setup program, memory, and various internal tests, and it displays the information in the device list in the left pane of the screen. The device list may not display the names of all the components installed on your computer or all devices attached to your computer.
Parameters
Allows you to customize the test by changing the test settings.
Dell Support Center
The Dell Support Center provides service, support, and system-specific information. For more information about Dell Support Center and available support tools, click the Services tab at support.dell.com.
Computers purchased on June 26, 2007 and later are pre-installed with Dell Support Center.
For computers purchased prior to June 26, 2007 you can download Dell Support Center from the Services page at support.dell.com.
Click the Dell Support Center icon on your computer's desktop to run the application and to access the following features:
Self-help tools such as Dell Support, Dell PC TuneUp, Dell PC Checkup, and Network Assistant
DellConnect for remote, real-time, technical support
Dell support contact information including e-mail and online chat addresses as well as telephone numbers
Resources specific to your computer are available under Drivers & Downloads Upgrades and System Information
The top of the Dell Support Center home page displays your computer's model number along with its Service Tag, Express Service code, and warranty expiration details. When permissions are given to Dell to use your Service Tag, additional details about your computer, such as available memory, disk space, installed hardware, network addresses, modem specifications, installed security software, and much more are provided. In addition, using your Service Tag, Dell can link you to the most relevant www.dell.com web pages for information about your warranty, ordering accessories, and details about installing recommended drivers and downloads.
Dell Support
Dell Support is customized for your computing environment. This utility provides self-support information, software updates, and health scans for your computer. Use this utility for following functions:
Check your computing environment.
View the Dell Support settings.
Access the Dell Support help file.
View frequently asked questions.
Learn more about Dell Support.
Turn Dell Support off.
For more information about Dell Support, click the question mark (?) at the top of the Dell Support window.
To access Dell Support:
Click the Dell Support icon
in the notification area of your Windows desktop.
NOTE: The icon functions vary depending on whether you click, double-click, or right-click the icon.
OR
Click the Microsoft® Windows Vista® Startbutton®All Programs®Dell Support®Dell Support Settings. Ensure that the Show icon on the taskbar option is checked.
NOTE: If Dell Support is not available from the Start menu, go to support.dell.com and download the software.
Dell PC TuneUp
The automated or monthly version of Dell PC TuneUp allows you to choose the day and time of the month you want your computer "tuned up." A typical tune-up includes hard drive defragmentation, removal of unwanted and temporary files, updated security settings, verification of "good" restore points, and other maintenance activities designed to improve computer performance and security. The monthly version is available as an annual subscription and is a feature of Dell Support, a complimentary application that provides real-time health scans and information on how to maintain your computer (see Dell Support).
Both versions of PC TuneUp are available to customers in the U.S. and Canada. For the latest updates and to learn how to keep your computer running at peak performance, search for the keyword PC TuneUp on support.dell.com.
Dell PC Checkup
Dell PC Checkup is a troubleshooting and diagnostic tool that provides customized scanning and testing of your Dell computer. PC Checkup verifies whether your hardware is working properly and provides automated fixes for common configuration concerns. It is recommended that you run PC Checkup on a regular basis or before contacting Dell for assistance. The application creates a detailed report that Dell technicians can use to resolve your issue quickly.
Dell Network Assistant
Designed specifically for users of Dell™ computers, the Dell Network Assistant helps simplify the setup, monitoring, troubleshooting, and repair of your network.
Dell Network Assistant provides the following features:
Consolidated setup, alerting, and device status
Simplified tracking of networked devices through a visual display of network status
Proactive troubleshooting and repair of network problems
Tutorials, setup wizards, and frequently asked questions (FAQs) to enhance understanding of networking principles
To access Dell Network Assistant:
Click the Dell Support Center icon on your computer's desktop.
DellConnect is a simple online access tool that allows a Dell service and support associate to access your computer through an Internet connection, diagnose the problem, and repair it. The associate works with your permission under your supervision, and you can work with Dell's associate during the troubleshooting session.
To use this service, you must have an Internet connection and your Dell computer must be under warranty. DellConnect is also available for a fee through "Dell On Call."
To begin a live session with a Dell associate:
Click the Dell Support Center icon on your computer's desktop.
Click Assistance From Dell®Technical Support®DellConnect®Phone and follow the instructions.
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 floppy disk, CD, or DVD to eliminate the possibility that the original media is defective.
Insert a bootable floppy disk and restart the computer.
NOTE: High-speed optical drive vibration is normal and may cause noise, which does not indicate a defect in the drive or the media.
NOTE: Because of different regions worldwide and different disc formats, not all DVD titles work in all DVD drives.
Problems writing to a CD-RW or DVD+/-RW drive
Close other programs —
CD-RW and DVD+/-RW drives must receive a steady stream of data when writing. If the stream is interrupted, an error occurs. Try closing all programs before you write to the drive.
Turn off Sleep State in Windows before writing to a CD/DVD disc —
See the help files for your CD or DVD creation software.
The drive tray cannot eject
Ensure that the computer is shut down.
Straighten a paper clip and insert one end into the eject hole at the front
of the drive, then push firmly until the tray is partially ejected.
Gently pull out the tray until it stops.
The drive makes an unfamiliar scraping or grinding sound
Ensure that the sound is not caused by the program that is running.
Ensure that the disc is inserted properly.
Hard drive problems
Allow the computer to cool before turning it on —
A hot hard drive may prevent the operating system from starting. Try allowing the computer to return to room temperature before turning it on.
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 the Windows Vista Start button 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.
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 check mark, 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, then bypass them and connect the modem directly to the telephone wall jack. 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 —
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 the Windows Vista Start button ® 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 the Windows Vista Start button ®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 service provider. With the Outlook Express e-mail program open, click File. If Work Offline has a check mark next to it, click the check mark to remove it, and then connect to the Internet. For help, contact your Internet service provider.
Scan the computer for spyware —
If you are experiencing slow computer performance, you frequently receive pop-up advertisements, or you are having problems connecting to the Internet, your computer might be infected with spyware. Use an anti-virus program that includes anti-spyware protection (your program may require an upgrade) to scan the computer and remove spyware. For more information, go to support.dell.com and search for the keyword spyware.
Error Messages
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
If the message is not listed, see the documentation for the operating system or the program that was running when the message appeared.
Auxiliary device failure —
The touch pad or external mouse may be faulty. For an external mouse, check the cable connection. Enable the Pointing Device option in the system setup program (see Using the System Setup Program). If the problem persists, contact Dell (see Contacting Dell).
Bad command or file name —
Ensure that you have spelled the command correctly, put spaces in the proper place, and used the correct pathname.
Cache disabled due to failure —
The primary cache internal to the microprocessor has failed. Contact Dell (see Contacting Dell).
CD drive controller failure —
The CD drive does not respond to commands from the computer (see Drive Problems).
Data error —
The hard drive cannot read the data (see Drive Problems).
Decreasing available memory —
One or more memory modules may be faulty or improperly seated. Reinstall the memory modules and, if necessary, replace them (see Memory).
Disk C: failed initialization —
The hard drive failed initialization. Run the hard drive tests in the Dell Diagnostics (see Dell Diagnostics).
Drive not ready —
The operation requires a hard drive in the bay before it can continue. Install a hard drive in the hard drive bay (see Hard Drive).
Error reading PCMCIA card —
The computer cannot identify the ExpressCard. Reinsert the card or try another card (see Using Cards).
Extended memory size has changed —
The amount of memory recorded in nonvolatile memory (NVRAM) does not match the memory installed in the computer. Restart the computer. If the error appears again, contact Dell (see Contacting Dell).
The file being copied is too large for the destination drive —
The file that you are trying to copy is too large to fit on the disk, or the disk is full. Try copying the file to a different disk or use a larger capacity disk.
A filename cannot contain any of the following characters: \ / : * ? " < > | —
Do not use these characters in filenames.
Gate A20 failure —
A memory module may be loose. Reinstall the memory modules and, if necessary, replace them (see Memory).
General failure —
The operating system is unable to carry out the command. The message is usually followed by specific information—for example, Printer out of paper. Take the appropriate action.
Hard-disk drive configuration error —
The computer cannot identify the drive type. Shut down the computer, remove the hard drive (see Hard Drive), and boot the computer from a CD. Then, shut down the computer, reinstall the hard drive, and restart the computer. Run the Hard Disk Drive tests in the Dell Diagnostics (see Dell Diagnostics).
Hard-disk drive controller failure 0 —
The hard drive does not respond to commands from the computer. Shut down the computer, remove the hard drive (see Hard Drive), and boot the computer from a CD. Then, shut down the computer, reinstall the hard drive, and restart the computer. If the problem persists, try another drive. Run the Hard Disk Drive tests in the Dell Diagnostics (see Dell Diagnostics).
Hard-disk drive failure —
The hard drive does not respond to commands from the computer. Shut down the computer, remove the hard drive (see Hard Drive), and boot the computer from a CD. Then, shut down the computer, reinstall the hard drive, and restart the computer. If the problem persists, try another drive. Run the Hard Disk Drive tests in the Dell Diagnostics (see Dell Diagnostics).
Hard-disk drive read failure —
The hard drive may be defective. Shut down the computer, remove the hard drive (see Hard Drive), and boot the computer from a CD. Then, shut down the computer, reinstall the hard drive, and restart the computer. If the problem persists, try another drive. Run the Hard Disk Drive tests in the Dell Diagnostics (see Dell Diagnostics).
Insert bootable media —
The operating system is trying to boot to nonbootable media, such as a floppy disk or CD. Insert bootable media.
Invalid configuration information-please run System Setup Program —
The system configuration information does not match the hardware configuration. The message is most likely to occur after a memory module is installed. Correct the appropriate options in the system setup program (see Using the System Setup Program).
Keyboard clock line failure —
For external keyboards, check the cable connection. Run the Keyboard Controllertest in the Dell Diagnostics (see Dell Diagnostics).
Keyboard controller failure —
For external keyboards, check the cable connection. Restart the computer, and avoid touching the keyboard or the mouse during the boot routine. Run the Keyboard Controller test in the Dell Diagnostics (see Dell Diagnostics).
Keyboard data line failure —
For external keyboards, check the cable connection. Run the Keyboard Controller test in the Dell Diagnostics (see Dell Diagnostics).
Keyboard stuck key failure —
For external keyboards or keypads, check the cable connection. Restart the computer, and avoid touching the keyboard or keys during the boot routine. Run the Stuck Keytest in the Dell Diagnostics (see Dell Diagnostics).
Licensed content is not accessible in MediaDirect —
Dell MediaDirect™ cannot verify the Digital Rights Management (DRM) restrictions on the file, so the file cannot be played (see Dell MediaDirect problems).
Memory address line failure at address, read value expecting value —
A memory module may be faulty or improperly seated. Reinstall the memory modules and, if necessary, replace them (see Memory).
Memory allocation error —
The software you are attempting to run is conflicting with the operating system, another program, or a utility. Shut down the computer, wait 30 seconds, and then restart it. Try to run the program again. If the error message still appears, see the software documentation.
Memory data line failure at address, read value expecting value —
A memory module may be faulty or improperly seated. Reinstall the memory modules and, if necessary, replace them (see Memory).
Memory double word logic failure at address, read value expecting value —
A memory module may be faulty or improperly seated. Reinstall the memory modules and, if necessary, replace them (see Memory).
Memory odd/even logic failure at address, read value expecting value —
A memory module may be faulty or improperly seated. Reinstall the memory modules and, if necessary, replace them (see Memory).
Memory write/read failure at address, read value expecting value —
A memory module may be faulty or improperly seated. Reinstall the memory modules and, if necessary, replace them (see Memory).
No boot device available —
The computer cannot find the hard drive. If the hard drive is your boot device, ensure that the drive is installed, properly seated, and partitioned as a boot device.
No boot sector on hard drive —
The operating system may be corrupted. Contact Dell (see Contacting Dell).
No timer tick interrupt —
A chip on the system board may be malfunctioning. Run the System Set tests in the Dell Diagnostics (see Dell Diagnostics).
Not enough memory or resources. Exit some programs and try again —
You have too many programs open. Close all windows and open the program that you want to use.
Operating system not found —
Reinstall the hard drive (see Hard Drive). If the problem persists, contact Dell (see Dell Diagnostics).
Optional ROM bad checksum —
The optional ROM has failed. Contact Dell (see Dell Diagnostics).
A required .DLL file was not found —
The program that you are trying to open is missing an essential file. Remove and then reinstall the program.
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 the Windows Vista Start button ®Control Panel® Programs®
Programs and Features.
Select the program you want to remove.
Click Uninstall.
See the program documentation for installation instructions.
Sector not found —
The operating system cannot locate a sector on the hard drive. You may have a defective sector or corrupted FAT on the hard drive. Run the Windows error-checking utility to check the file structure on the hard drive. See Windows Help and Support for instructions (click Start®Help and Support). If a large number of sectors are defective, back up the data (if possible), and then reformat the hard drive.
Seek error —
The operating system cannot find a specific track on the hard drive.
Shutdown failure —
A chip on the system board may be malfunctioning. Run the System Set tests in the Dell Diagnostics (see Dell Diagnostics).
Time-of-day clock lost power —
System configuration settings are corrupted. Connect your computer to an electrical outlet to charge the battery. If the problem persists, try to restore the data by entering the system setup program, then immediately exit the program (see Using the System Setup Program). If the message reappears, contact Dell (see Contacting Dell).
Time-of-day clock stopped —
The reserve battery that supports the system configuration settings may require recharging. Connect your computer to an electrical outlet to charge the battery. If the problem persists, contact Dell (see Contacting Dell).
Time-of-day not set-please run the System Setup program —
The time or date stored in the system setup program does not match the system clock. Correct the settings for the Date and Time options (see Using the System Setup Program).
Timer chip counter 2 failed —
A chip on the system board may be malfunctioning. Run the System Set tests in the Dell Diagnostics (see Dell Diagnostics).
Unexpected interrupt in protected mode —
The keyboard controller may be malfunctioning, or a memory module may be loose. Run the System Memory tests and the Keyboard Controller test in the Dell Diagnostics (see Dell Diagnostics).
x:\ is not accessible. The device is not ready —
Insert a disk into the drive and try again.
Warning: Battery is critically low —
The battery is running out of charge. Replace the battery, or connect the computer to an electrical outlet; otherwise, activate hibernate mode or shut down the computer.
ExpressCard Problems
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
Check the ExpressCard —
Ensure that the ExpressCard is properly inserted into the connector.
Check that the card is recognized by Windows —
Double-click the Safely Remove Hardware icon in the Windows taskbar. Some cards do not support this feature. If the card supports this Windows feature, the card will be listed.
If you have problems with a Dell-provided ExpressCard —
If you have problems with an ExpressCard not provided by Dell —
Contact the ExpressCard manufacturer.
IEEE 1394 Device Problems
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
Ensure that the IEEE 1394 device is recognized by Windows —
Click Start®Control Panel® System and Maintenance® Device Manager.
NOTE: 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.
If your IEEE 1394 device is listed, Windows recognizes the device.
If you have problems with a Dell-provided IEEE 1394 device —
Contact Dell or the IEEE 1394 device manufacturer (see Contacting Dell).
If you have problems with an IEEE 1394 device not provided by Dell —
Contact Dell or the IEEE 1394 device manufacturer (see Contacting Dell).
Ensure that the IEEE 1394 device is properly inserted into the connector
Keyboard Problems
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
NOTE: Use the integrated keyboard when running the Dell Diagnostics or the system setup program. When you attach an external keyboard, the integrated keyboard remains fully functional.
External Keyboard problems
NOTE: When you attach an external keyboard, the integrated keyboard remains fully functional.
Check the keyboard cable —
Shut down the computer, disconnect the keyboard cable and check it for damage, then firmly reconnect the cable.
If you are using a keyboard extension cable, disconnect it and connect the keyboard directly to the computer.
Check the external keyboard —
Shut down the computer, wait 1 minute, and then turn it on again.
Verify that the numbers, capitals, and scroll lock lights on the keyboard
blink during the boot routine.
From the Windows desktop, click Start®All Programs®Accessories®Notepad.
Type some characters on the external keyboard and verify that they appear
on the display.
If you cannot verify these steps, you may have a defective external keyboard.
To verify that the problem is with the external keyboard, check the integrated keyboard —
Shut down the computer.
Disconnect the external keyboard.
Turn on the computer.
From the Windows desktop, click Start®All Programs®Accessories®Notepad.
Type some characters on the internal keyboard and verify that they appear
on the display.
If the characters appear now, but did not with the external keyboard, you may have a defective external keyboard. Contact Dell (see Contacting Dell).
Run the keyboard diagnostics tests —
Run the PC-AT Compatible Keyboards tests in the Dell Diagnostics (see Dell Diagnostics). If the tests indicate a defective external keyboard, contact Dell (see Contacting Dell).
Unexpected characters
Disable the numeric keypad —
Press <Num Lock> to disable the numeric keypad if numbers are displayed instead of letters. Verify that the numbers lock light is not lit.
Lockups and Software Problems
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
The computer does not start
Check the ac adapter —
Ensure that the AC adapter is firmly connected to the computer and to the electrical outlet.
The AC adapter shuts down when there is a fault. The green light turns off when this happens. To bring it back on, disconnect the AC adapter from the power source for 10 seconds, and then connect it back on.
The computer stops responding
NOTICE: You might lose data if you are unable to perform an operating system shutdown.
Turn the computer off —
If you are unable to get a response by pressing a key on your keyboard or moving your mouse, press and hold the power button for at least 8 to 10 seconds until the computer turns off, then restart your computer.
A program stops responding or crashes repeatedly
End the program —
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.
NOTE: The chkdsk program may run when you restart the computer. Follow the instructions on the screen.
Check the software documentation —
If necessary, uninstall and then reinstall the program. Software usually includes installation instructions in its documentation or on a floppy disk or CD.
A program is designed for an earlier Microsoft®Windows® operating system
Run the Program Compatibility Wizard —
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, then restart your computer.
Dell MediaDirect problems
Check the Dell MediaDirect help file for information —
Use the Help menu to access Dell MediaDirect Help.
To play movies with Dell MediaDirect, you must have a DVD drive and the Dell DVD Player —
If you purchased a DVD drive with your computer, this software should already be installed.
Video Quality problems —
Turn off the Use Hardware Acceleration option. This feature takes advantage of the special processing in some graphics cards to reduce processor requirements when playing DVDs and certain types of video files.
Cannot play some media files —
Because Dell MediaDirect provides access to media files outside the Windows operating system environment, access to licensed content is restricted. Licensed content is digital content that has Digital Rights Management (DRM) applied to it. The Dell MediaDirect environment cannot verify the DRM restrictions, so the licensed files cannot be played. Licensed music and video files have a lock icon next to them. You can access licensed files in the Windows operating system environment.
Adjusting the color settings for movies that contain scenes that are too dark or too bright —
Click EagleVision to use a video enhancement technology that detects video content and dynamically adjusts the brightness/contrast/saturation ratios.
NOTICE: You cannot reinstall the Dell MediaDirect feature if you voluntarily reformat the hard drive. Contact Dell for assistance (see Contacting Dell).
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, or CDs
Save and close any open files or programs and shut down your computer through the Start menu
Scan the computer for spyware —
If you are experiencing slow computer performance, you frequently receive pop-up advertisements, or you are having problems connecting to the Internet, your computer might be infected with spyware. Use an anti-virus program that includes anti-spyware protection (your program may require an upgrade) to scan the computer and remove spyware. For more information, go to support.dell.com and search for the keyword spyware.
Run the Dell Diagnostics —
If all tests run successfully, the error condition is related to a software problem (see Dell Diagnostics).
Memory Problems
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
If you receive an insufficient memory message —
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 Memory).
Reseat the memory modules to ensure that your computer is successfully communicating with the memory (see Memory).
Reseat the memory modules to ensure that your computer is successfully communicating with the memory (see Memory).
Ensure that you are following the memory installation guidelines (see Memory).
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 both the network connector on the back of the computer and the network jack.
Check the network lights on the network connector —
No light indicates that no network communication exists. Replace the network cable.
Restart the computer and log on to the network again
Check your network settings —
Contact your network administrator or the person who set up your network to verify that your network settings are correct and that the network is functioning.
Mobile Broadband (Wireless Wide Area Network [WWAN])
NOTE: The Dell Mobile Broadband Card Utility user's guide and the Mobile Broadband ExpressCard user's guide are available through Windows Help and Support (click Start®Help and Support). You can also download the Dell Mobile Broadband Card Utility user's guide from support.dell.com.
NOTE: The icon appears in the notification area if the computer has a Dell WWAN device installed. Double-click the icon to launch the utility.
Activate the Mobile Broadband ExpressCard —
You must activate the Mobile Broadband ExpressCard before you can connect to the network. Position the mouse over the icon in the notification area to verify the status of the connection. If the card is not activated, follow the card activation instructions located within the Dell Mobile Broadband Card Utility. To access the utility, double-click the icon located in the taskbar, at the lower-right corner of your screen. If your ExpressCard is not a Dell-branded card, see the manufacturer's instructions for your card.
Check network connection status in the Dell Mobile Broadband Card Utility —
Double-click the icon to launch the Dell Mobile Broadband Card Utility. Check the status in the main window:
No card detected — Restart the computer, and launch the Dell Mobile Broadband Card Utility again.
Check your WWAN service — Contact your cellular service provider to verify your plan coverage and supported services.
Power Problems
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
Check the power light —
When the power light is lit or blinking, the computer has power. If the power light is blinking, the computer is in Sleep state—press the power button to exit Sleep state. If the light is off, press the power button to turn on the computer.
Use the AC adapter to connect the computer to an electrical outlet.
Turn on the computer.
NOTE: Battery operating time (the time the battery can hold a charge) decreases over time. Depending on how often the battery is used and the conditions under which it is used, you may need to purchase a new battery during the life of your computer.
Check the battery status light —
If the battery status light flashes amber or is a steady amber, the battery charge is low or depleted. Connect the computer to an electrical outlet.
If the battery status light flashes blue and amber, the battery is too hot to charge. Shut down the computer, disconnect the computer from the electrical outlet, and then let the battery and computer cool to room temperature.
If the battery status light rapidly flashes amber, the battery may be defective. See Contacting Dell.
Check the battery temperature —
If the battery temperature is below 0°C (32°F), the computer will not start.
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 extension cables to verify that the computer turns on.
Eliminate possible interference —
Turn off nearby fans, fluorescent lights, halogen lamps, or other appliances.
If the computer power light turns on, but the display remains blank, reinstall the memory modules (see Memory).
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 the Windows Vista Start button ® 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 instructions.
Scanner Problems
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
NOTE: If you need technical assistance for your scanner, contact the scanner's manufacturer.
Check the scanner documentation —
See the scanner documentation for setup and troubleshooting information.
Unlock the scanner —
Ensure that your scanner is unlocked.
Restart the computer and try the scanner again
Check the cable connections —
See the scanner documentation for cable connection information.
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 the Windows Vista Start button ® 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 integrated speakers
Adjust the Windows volume control —
Double-click the speaker icon in the lower-right corner of your screen. Ensure that the volume is turned up and that the sound is not muted. Adjust the volume, bass, or treble controls to eliminate distortion.
Adjust the volume using keyboard shortcuts —
Press <Fn><End> to disable (mute) or re-enable the integrated 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.
No sound from headphones
Check the headphone cable connection —
Ensure that the headphone cable is securely inserted into the headphone connector (see ExpressCards).
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.
Remote Control Problems
Application does not respond to remote control within the specified maximum range
Check that the battery is placed correctly with the "+" side facing up. Check that the battery is also not weak.
Point your remote control to the receiver. The receiver is underneath the touch pad of your computer.
Move the remote control closer to your computer.
Remote control is stuck in the slot
Check that you have not incorrectly stored the remote control into a non-Express Card slot. Contact Dell Technical Support for removing it.
Touch Pad or Mouse Problems
Check the touch pad settings —
Windows XP:
Click Start®Control Panel®Mouse.
Adjust the settings, as needed.
Windows Vista:
Click the Windows Vista Start button®Control Panel®Hardware
and Sound® Mouse.
Adjust the settings, as needed.
Check the mouse cable —
Shut down the computer, disconnect the mouse cable and check it for damage, then 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).
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.
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
If the display is blank
NOTE: If you are using a program that requires a higher resolution than your computer supports, it is recommended that you attach an external monitor to your computer.
Check the battery —
If you are using a battery to power your computer, the battery charge may be depleted. Connect the computer to an electrical outlet using the AC adapter, and then 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 extension cables to verify that the computer turns on.
Adjust the power properties —
Search for the keyword sleep in 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 —
Windows XP:
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.
Windows Vista:
Click the Windows Vista Start button® Control Panel® Hardware
and Sound® Personalization® Display Settings.
Adjust Resolutionand Colors settings, as needed.
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, then contact Dell (see Contacting Dell).
Shut down your computer and connect an external monitor to the
computer.
Turn on the computer and the monitor, and then adjust the monitor
brightness and contrast controls.
If the external monitor works, the computer display or video controller may be defective. Contact Dell (see Contacting Dell).
Drivers
What Is a Driver?
A driver is a program that controls a device such as a printer, mouse, or keyboard. All devices require a driver program.
A driver acts like a translator between the device and any other programs that use the device. Each device has its own set of specialized commands that only its driver recognizes.
Dell ships your computer to you with required drivers already installed—no further installation or configuration is needed.
NOTICE: Your Drivers and Utilities media may contain drivers for operating systems that are not on your computer. Ensure that you are installing software appropriate for your operating system.
Many drivers, such as the keyboard driver, come with your Microsoft® Windows® operating system. You may need to install drivers if you:
Upgrade your operating system.
Reinstall your operating system.
Connect or install a new device.
Identifying Drivers
If you experience a problem with any device, identify whether the driver is the source of your problem and, if necessary, update the driver.
Windows XP:
Click Start®Control Panel.
Under Pick a Category, click Performance and Maintenance, and click
System.
In the System Properties window, click the Hardware tab, and click Device
Manager.
Windows Vista:
Click the Windows Vista Start button and right-click Computer.
Click Properties® Device Manager.
NOTE: The User Account Control window may appear. If you are an administrator on the computer, click Continue; otherwise, contact your administrator to continue.
Scroll down the list to see if any device has an exclamation point (a yellow circle with a [!]) on the device icon.
If an exclamation point is next to the device name, you may need to reinstall the driver or install a new driver (see Reinstalling Drivers and Utilities).
Reinstalling Drivers and Utilities
NOTICE: The Dell Support website at support.dell.com and your Drivers and Utilities media provide approved drivers for Dell computers. If you install drivers obtained from other sources, your computer might not work correctly.
Using Windows Device Driver Rollback
If a problem occurs on your computer after you install or update a driver, use Windows Device Driver Rollback to replace the driver with the previously installed version.
Right-click the device for which the new driver was installed and click
Properties.
Click the Drivers tab®Roll Back Driver.
Windows Vista:
Click the Windows Vista start button , and right-click Computer.
Click Properties® Device Manager.
NOTE: The User Account Control window may appear. If you are an administrator on the computer, click Continue; otherwise, contact your administrator to enter the Device Manager.
Right-click the device for which the new driver was installed and click
Properties.
Click the Drivers tab®Roll Back Driver.
If Device Driver Rollback does not resolve the problem, use System Restore (see Restoring Your Microsoft® Windows Vista® Operating System) to return your computer to the operating state that existed before you installed the new driver.
With the Windows desktop displayed, insert your Drivers and Utilities
media.
If this is your first time to use your Drivers and Utilities media, continue to step 2. If not, proceed to step 5.
When the Drivers and Utilities installation program starts, follow the
prompts on the screen.
NOTE: In most cases, the Drivers and Utilities program starts running automatically. If it does not, start Windows Explorer, click your media drive directory to display the media contents, and then double-click the autorcd.exe file.
When the InstallShield Wizard Complete window appears, remove the
Drivers and Utilities disc and click Finish to restart the computer.
When you see the Windows desktop, reinsert the Drivers and Utilities
disc.
At the Welcome Dell System Owner screen, click Next.
in the notification area of your Windows desktop.
