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Solving Problems

Dell Precision™ Workstations 450 and 650 User's Guide

  Troubleshooting Your Computer

  Battery Problems

  Card Problems

  Drive Problems

  Dropped or Damaged Computer

  E-Mail, Modem, and Internet Problems

  Error Messages

  General Problems

  IEEE 1394 Device Problems

  Keyboard Problems

  Memory Problems

  Microprocessor Problems

  Mouse Problems

  Network Problems

  Power Problems

  Printer Problems

  Serial or Parallel Device Problems

  Sound and Speaker Problems

  System Board Problems

  Video and Monitor Problems


Troubleshooting Your Computer

Follow these tips when troubleshooting your computer:

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 safety instructions in the System Information Guide.

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.

Card Problems

Fill out the Diagnostics Checklist as you complete these checks.

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

Check the card seating and cable —

  1. Turn off the computer and devices, disconnect them from electrical outlets, wait 10 to 20 seconds, and then open the computer cover.
  2. Ensure that each card is firmly seated in its connector. Reseat any loose cards.
  3. Ensure that all cables are firmly connected to their corresponding connectors on the cards. If any cables appear loose, reconnect them.

For instructions on which cables should be attached to specific connectors on a card, see the card's documentation.

  1. Close the computer cover, reconnect the computer and devices to electrical outlets, and then turn them on.

Test the video card —

  1. Turn off the computer and devices, disconnect them from electrical outlets, wait 10 to 20 seconds, and then open the computer cover.
  2. Remove all cards except the video card.

If your primary hard drive is connected to a drive controller card and not to one of the system board IDE connectors, leave the drive controller card installed in the computer.

  1. Close the computer cover, reconnect the computer and devices to electrical outlets, and turn them on.
  2. Run the Dell Diagnostics.

If any of the tests fail, contact Dell.

Test the cards —

  1. Turn off the computer and devices, disconnect them from electrical outlets, wait 10 to 20 seconds, and then open the computer cover.
  2. Reinstall one of the cards that you removed previously.
  3. Close the computer cover, reconnect the computer and devices to electrical outlets, and turn them on.
  4. Run the Dell Diagnostics.

If any of the diagnostics tests fail, the card you just reinstalled is faulty and needs to be replaced.

  1. Repeat this process until you have reinstalled all cards.

If you have reinstalled all of the cards and the problem is not resolved, contact Dell.

Drive Problems

Fill out the Diagnostics Checklist as you complete these checks.

Floppy drive problems

Ensure that Windows® recognizes the drive — Click the Start button and click My Computer. If the floppy 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 disk to eliminate the possibility that the original floppy disk is defective.
  • Insert a bootable floppy disk and restart 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.

1

back of floppy disk

2

write-protected

3

not write-protected

Test the floppy drive light —

MS-DOS®

Insert a floppy disk, type dir a: at the DOS prompt, and 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 safety instructions in the System Information Guide.

Remove and reinstall the floppy drive — For the Dell Precision™ 650 computer, see "Removing a Floppy Drive" or for the Dell Precision 450 computer, see "Removing a Floppy Drive" for information on performing this procedure.

If the computer displays a drive error message, see "Error Messages" for an explanation.

CD drive problems

NOTE: High-speed CD drive vibration is normal and may cause noise. This does not indicate a defect in the drive or the CD.

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 worldwide file types, 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

Run Check Disk —

For Windows XP

  1. Click the Start button and click My Computer.
  2. Right-click the drive letter (local disk) that you want to scan for errors, and then click Properties.
  3. Click the Tools tab.
  4. Under Error-checking, click Check Now.
  5. Click Start.

For Windows 2000

  1. Right-click My Computer on your desktop and click Manage.
  2. Click Storage and click Disk Management.
  3. Right-click the drive that you want to scan for errors and click Properties.
  4. Select the Tools tabs and click Check Now.

If the Tools tab isn't available or to further troubleshoot the drive, select the Hardware tab, click the drive you want to troubleshoot, and then click Troubleshoot.

Run the Dell Diagnostics — If the tests indicate a faulty drive or drive controller, contact Dell.

Check the cable connections —

  1. Ensure that the DC power cables from the power supply are firmly connected to the connectors on each drive.
  2. Verify that the interface cable for each drive is firmly connected to the drive and to the system board.
  3. Ensure that the control panel cable is firmly connected to the system board.

If the hard drive activity light does not blink during the boot routine, contact Dell.

If a drive error message displays, see "Error Messages" for an explanation.

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.

Dropped or Damaged Computer

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

Check the card and cable connections —

  1. Turn off the computer and devices, disconnect them from electrical outlets, wait 10 to 20 seconds, and then open the computer cover.
  2. Check all card connections in the computer, and reseat any loose cards.
  3. Ensure that all cables are properly connected and that all components are properly seated in their connectors and sockets.
  4. Close the computer cover, reconnect the computer and devices to electrical outlets, and turn them on.
  5. 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® —

  1. Click the Start button, and then click Control Panel.
  2. Click Printers and Other Hardware.
  3. Click Phone and Modem Options.
  4. Click the Modems tab.
  5. Click the COM port for your modem.
  6. 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.

  1. Click the Start button, and then click Control Panel.
  2. Click Printers and Other Hardware, and then click Phone and Modem Options.
  3. Click your connection type to highlight it.
  4. Click the Dialing Rules tab, and then click Edit.
  5. Click the To Disable Call Waiting box to place a checkmark in it.
  6. Select the disable code from the drop-down menu (for example, *70).
  7. Click Apply, and then 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 checkmark 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.

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

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:

  1. Click the Start button.
  2. Click Control Panel.
  3. Click Add or Remove Programs.
  4. Select the program you want to remove.
  5. Click the Change or Remove Program icon.
  6. See the program documentation for installation instructions.

Alert! Card Cage Fan Failure — The PCI card cooling fan is not installed, has failed, or is not properly connected to the system board. Ensure that an operational fan is properly installed and connected to the system board. For more information, see the Service Manual at support.dell.com.

NOTE: This error message applies only to Dell Precision™ 650 computers.

Alert! Chipset Heatsink Not Detected — The heat sink is not properly installed on the system board. Reseat the heat sink on the system board. See the system board illustration for your computer (for the Dell Precision 650 computer, see "System Board Components" or for the Dell Precision 450 computer, see "System Board Components."

Alert! Cover Was Previously Opened — The computer cover was opened. Enter system setup and reset the Chassis Intrusion option.

Alert! CPU 0 Fan Failure — The cooling fan for microprocessor 0 is not installed, has failed, or is not properly connected to the system board. Ensure that the cooling fan is properly installed and working. Also, ensure that the microprocessor airflow shroud is properly installed. See "Microprocessor."

Alert! CPU 1 Fan Failure — The cooling fan for microprocessor 1 is not installed, has failed, or is not properly connected to the system board. Ensure that the cooling fan is properly installed and working. Also, ensure that the microprocessor airflow shroud is properly installed. See "Microprocessor."

Alert! Memory Population Mismatch. DIMM Slot 1 and DIMM Slot 3 Are Disabled and Performance Will be Degraded — The memory module connectors are not populated in matched pairs or there is a defective memory module in the computer. Ensure that memory modules of identical size, type, speed, and number of chips are installed in memory module connectors 1 and 2 and memory modules of identical size, type, speed, and number of chips are installed in memory module connectors 3 and 4 (if used). See "Memory."

Alert! Operating in Debug Mode. Please Populate Memory in Pairs for Normal Operation — This message appears when one memory module is installed in memory module connector 4. This is a troubleshooting mode that allows you to isolate a defective memory module, see "Memory Problems."

Alert! OS Install Mode Enabled — The OS Install Mode in system setup is set to On, which limits the amount of memory to 256 MB because some operating systems will not complete installation with more than 2 GB of memory. After you have installed the operating system, enter system setup and set the OS Install Mode to Off.

Alert! Power Supply Fan Failure — The power supply fan has failed or is blocked. Ensure that the power supply airflow vents are not blocked.

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.

Alert! Previous Fan Failures — The fan caused an error last time you used the computer. Ensure that nothing is blocking the airflow vents and that all the fans are properly installed and operating correctly.

Alert! Previous Processor Thermal Failure — The microprocessor overheated the last time you used the computer. Ensure that nothing is blocking the airflow vents and that all the fans are properly installed and operating correctly. Also, ensure that the microprocessor heat sink is properly installed.

Alert! Previous Reboot Was Due to Voltage Regulator Failure — The VRM failed the last time you used the computer. Contact Dell for assistance.

Alert! Previous Shutdown Due to Thermal Event — The microprocessor overheated the last time you used the computer. Ensure that nothing is blocking the airflow vents and that all the fans are working correctly. Also, ensure that the microprocessor heat sink is properly installed.

Alert! Previous Voltage Failure — Voltage used by the computer either exceeded or fell below acceptable thresholds. See "Power Problems" and "System Board Problems."

Alert! Processor Cache Size Mistmatch. Install Like Processors or One Processor. System Halted! — Two processor with different cache sizes are installed. See "Microprocessor."

Alert! Processor Speed Mismatch. Install Like Processors or One Processor. System Halted! — Two processor with different speeds are installed. See "Microprocessor."

Alert! Processor Type Mismatch. Install Like Processors or One Processor. System Halted! — Two processor with different types are installed. See "Microprocessor."

Alert! System Battery Voltage is Low — The computer battery is providing inadequate voltage. See "Battery."

Alert! Unsupported High Power AGP Pro Video Adapter Detected. System Halted! — A high-power AGP Pro110 video adatper is installed. Replace the AGP Pro110 video adapter with an AGP Pro50 adapter. See "Cards."

NOTE: This error message applies only to Dell Precision 450 computers.

Alert! Unsupported Processor Type Detected. System Halted! — Replace the microprocessor. See "Microprocessor."

Alert! Uncorrectable Memory Error Previously Detected... Address xxxxxxxxh — One or more memory modules may be improperly seated or faulty or the system board may be faulty. See "Memory Problems" and "System Board Problems."

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.

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 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.

Hard-disk configuration error —


Hard-disk controller failure —


Hard-disk drive failure —
The hard drive failed initialization.

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 Controller Failure —


KeyBoard Stuck Key Failure —


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.

  1. Turn off the computer, wait 30 seconds, and then restart the computer.
  2. Try to run the program again.
  3. 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.

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.
  • If the message continues to appear after you confirmed that the information in system setup 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 or your hard drive 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, try running 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.

  1. Turn your computer off, unplug it from the electrical outlet, and remove all but one of the cards.
  2. Plug in your computer and restart it.
  3. 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.
  4. 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 (see "Finding Information for Your Computer").
  • 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 — 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.

If the computer locks up and the power button fails to function properly, unplug the power cable from the computer, wait for the computer to completely stop running, and plug in the power cable. If the computer does not restart, press the power button to restart the computer.

A program stops responding

End the program —

Windows® XP, Windows 2000

  1. Press <Ctrl><Shift><Esc> simultaneously.
  2. Click Applications.
  3. Click the program that is no longer responding.
  4. 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 program is designed for an earlier Windows operating system

If You Are Using Windows XP, Run the Program Compatibility Wizard —

Windows XP provides a Program Compatibility Wizard that configures a program so it runs in an environment similar to non-Windows XP operating system environments.

  1. Click the Start button, point to All Programs® Accessories, and then click Program Compatibility Wizard.
  2. In the welcome screen, click Next.
  3. Follow the instructions on the screen.

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 make sure 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 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. See "Finding Information for Your Computer" for more about the Dell Support website.

Call Dell — If you cannot solve your problem by using the Dell Support website, call Dell for technical assistance. See "Technical Support Service" for a description of the hardware and software support provided by Dell.

General hardware problems

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

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."

IEEE 1394 Device Problems

NOTE: Check Windows Explorer to see if your device is listed as a drive.

Check the IEEE 1394 device — Ensure that the IEEE 1394 device is properly inserted into the connector.

Ensure that the IEEE 1394 device is recognized by Windows® —

  1. Click the Start button.
  2. Click Control Panel.
  3. Click Printers and Other Hardware.

If your IEEE 1394 device is listed, Windows recognizes the device.

If you have problems with a Dell-provided IEEE 1394 device — Contact Dell.

If you have problems with a IEEE 1394 device not provided by Dell — Contact the IEEE 1394 device manufacturer.

Keyboard Problems

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 — Some keyboards have switch settings that 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 — 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 safety instructions in the System Information Guide.

Fill out the Diagnostics Checklist as you complete these checks.

If you receive an insufficient memory message —

  1. Save and close any open files and exit any open programs you are not using to see if that resolves the problem.
  2. Confirm that the computer has sufficient memory to run your programs. See the software documentation for minimum memory requirements. If necessary, install additional memory.
  3. Reseat the memory modules to ensure that your computer is successfully communicating with the memory.
  4. Restart the computer.
  5. Run the Dell Diagnostics. If any of the diagnostics tests fail, contact Dell.

If you experience other memory problems —

  1. Reseat the memory modules to ensure that your computer is successfully communicating with the memory.
  2. Restart the computer.
  3. If the problem still exists, remove all the memory modules and install one memory module in memory module connector 4.
  4. Restart the computer.

The following message appears: Alert! Operating in Debug Mode. Please Populate Memory in Pairs for Normal Operation.

  1. Press <F1> to boot to the operating system.
  2. Run the Dell Diagnostics.
  3. If the memory module passes, shut down the computer, remove the memory module, and repeat the process with the remaining memory modules until a memory error occurs during start-up or diagnostic testing.

If the first memory module tested is defective, repeat the process with the remaining modules to ensure that the remaining modules are not defective.

  1. When the defective memory module is identified, contact Dell for a replacement.

NOTE: If necessary, the computer can operate in debug mode until new memory modules are installed.

Microprocessor Problems

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

Fill out the Diagnostics Checklist as you complete these checks.

If you receive an error message for the microprocessor —

  • If two microprocessors are installed, ensure that they are identical. If the microprocessors aren't identical, you may receive an error message for the following:
    • Different cache sizes
    • Different speeds
    • Different types

Enter system setup and ensure that values for Processor 0 and Processor 1 under the CPU Information option are identical:

  • If two microprocessors are installed, ensure that a VRM is installed for the second microprocessor.
  • Remove and reinstall the microprocessor.
  • Run the System Board Devices and Processor Cache test groups in the Dell Diagnostics.

Verify that the VRM is working:

  • If two microprocessors are installed, ensure that a VRM is properly installed for the second microprocessor.
  • Reseat the second VRM (see "VRM").
  • Run the System Board Devices and Processor Cache test groups in the Dell Diagnostics.

Mouse Problems

Fill out the Diagnostics Checklist as you complete these checks.

Restart the computer —

  1. Simultaneously press <Ctrl><Esc> to display the Start menu.
  2. Type u, press the keyboard arrow keys to highlight Shut down or Turn Off, and then press <Enter>.
  3. 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

  1. Click the Start button, click Control Panel, and then click Printers and Other Hardware.
  2. Click Mouse.
  3. Try adjusting the settings.

Windows 2000

  1. Click the Start button, point to Settings, and then click Control Panel.
  2. Double-click the Mouse icon.
  3. Try adjusting the settings.

If you are using a PS/2 mouse

  1. Enter system setup and ensure that Mouse Port under the Integrated Devices option is set to On.
  2. Exit system setup and restart the computer.

Reinstall the mouse driver — See "Reinstalling Drivers."

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 — No light indicates that there is no network communication. Try replacing the network cable.

1

link integrity light

2

network activity light

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 safety instructions in the System Information Guide.

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.
  • See "Diagnostic Lights."
  • 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.

  • Ensure that the microprocessor power cable is securely connected to the system board.
  • See "Diagnostic Lights."
  • If the problem persists, contact Dell.

If the power light is blinking amber — A device might be malfunctioning or incorrectly installed.

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

  1. Click the Start button.
  2. Click Control Panel.
  3. Click Printers and Other Hardware.
  4. Click View installed printers or fax printers.

If the printer is listed, right-click the printer icon.

  1. 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

  1. Click the Start button, point to Settings, and then click Printers.

If the printer is listed, right-click the printer icon.

  1. 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.

Reinstall the printer driver —

See "Reinstalling Drivers."

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."

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 restart 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.

Disable digital mode — Your headphones do not work if the CD drive is operating in digital mode. To disable digital mode:

  1. Click the Start button, click Control Panel, and then click Sounds, Speech, and Audio Devices.
  2. Click Sounds and Audio Devices.
  3. Click the Hardware tab.
  4. Double-click the name of your CD drive.
  5. Click the Properties tab.
  6. Uncheck the Enable digital CD audio for this CD-ROM device box.

System Board Problems

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

Run the Dell Diagnostics — Restart the computer and run t the Dell Diagnostics. If any of the tests fail, contact Dell.

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

Check the power supply cable connections —

  1. Turn off the computer and devices, disconnect them from electrical outlets, wait 10 to 20 seconds, and then open the computer cover.
  2. Ensure that the power cables from the power supply are firmly connected to the connectors on the system board.
  3. Close the computer cover, reconnect the computer and devices to electrical outlets, and turn them on.
Perform all checks in "Card Problems"
Perform all checks in "Keyboard Problems"

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

Reinstall the battery —

  1. Turn off the computer and devices, disconnect them from electrical outlets, wait 10 to 20 seconds, and then open the computer.
  2. Remove the battery, wait 5 minutes, and reinstall the battery.
  3. Close the computer cover, reconnect the computer and devices to electrical outlets, and turn them on.

If the problem still exists, contact Dell.

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

Reseat the Memory Modules —

  1. Turn off the computer and devices, disconnect them from electrical outlets, wait 10 to 20 seconds, and then open the computer cover.
  2. Remove and replace the memory module(s).
  3. Close the computer cover, reconnect the computer and devices to electrical outlets, and turn them on.
  4. 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.)

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.

Check the card setting — Enter system setup and ensure that Primary Video Controller under the Integrated Devices option is set correctly. For an AGP card, set Primary Video Controller to AGP. For a PCI card, set Primary Video Controller to Auto. Exit system setup and restart the computer.

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

  1. Click the Start button, and then click Control Panel.
  2. Click Appearance and Themes.
  3. Click Display, and then click the Settings tab.
  4. Try different settings for Screen resolution and Color quality.

Windows 2000

  1. Click the Start button, point to Settings, and then click Control Panel.
  2. Double-click the Display icon, and then click the Settings tab.
  3. Try different settings for Screen area or Desktop area.

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

Restore the recommended settings — Restore the original resolution and refresh rate settings. See the Tell Me How help file for instructions. To access help files, see page 4.

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