HINT: Save time by following these basic tips when troubleshooting your computer.
If you added or removed a part before the problem started,
review the installation procedures and ensure that the part is
correctly installed.
If a peripheral device does not work, ensure that the device is
properly connected.
If an error message appears on the screen, write down the exact
message. This message may help support personnel diagnose
and fix the problem(s).
If an error message occurs in a program, see the program's
documentation.
NOTE: The procedures in this document were written for the Windows default view, and may not apply if you set your Dell computer to the Windows Classic view.
Troubleshooting Tools
Some of the troubleshooting tools you may need to diagnose and resolve problems on your computer include:
Tool
Function
Power lights
The power button light illuminates and blinks or remains solid to indicate different power states, such as power, no power, or standby. This light can also indicate internal power problems.
See your Service Manual for information about power lights.
Diagnostic lights for desktop computers
Some desktop computers have diagnostic lights. These lights function in conjunction with the power lights. These lights start and turn off or light in a certain sequence to indicate status and problems.
See your Service Manual for information about diagnostic lights.
Diagnostic lights for laptop computers
Keyboard status lights indicate status and any problems.
See your Service Manual for information about diagnostic and status lights.
System messages
Your desktop or laptop computer may display messages indicating errors or problems, which need to be resolved. Write down the information displayed on the screen and look for the message in the System Messages list or in your Service Manual for information on how to resolve the problem.
Windows Hardware Troubleshooter
Use the Hardware Troubleshooter to resolve device configuration, compatibility problems, or operating status.
Dell Diagnostics
With the Dell Diagnostics, the computer runs the Pre-boot System Assessment (PSA), a series of initial tests of your system board, keyboard, display, memory, hard drive, etc. Dell Diagnostics can also be used to run a more complete system test to evaluate your computer.
Dell Support Utility
Use this support utility for self-support information, software updates, and health scans of your computing environment.
Power Lights for Desktop Computers
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions shipped with your computer. For additional safety best practices information, see the Regulatory Compliance Homepage at www.dell.com/regulatory_compliance.
The power button light located on the front of the computer illuminates and blinks or remains solid to indicate different states:
If the power light is blue and the computer is not responding, see the Service Manual for your computer.
NOTE: On certain systems the power light is green.
If the power light is blinking blue, the computer is in standby mode. Press a key on the keyboard, move the mouse, or press the power button to resume normal operation.
NOTE: On certain systems the power light is green.
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.
Replace power protection devices, power strips, and power extension cables with similar products in known working condition to verify that the computer turns on properly.
Ensure that the electrical outlet is working by testing it with another device, such as a lamp.
Ensure that the main power cable and front panel cable are securely connected to the system board (see the Service Manual for your computer).
If the power light is blinking amber, the computer is receiving electrical power, but an internal power problem may exist.
Ensure that the voltage selection switch is set to match the AC power at your location, if applicable.
Ensure that the processor power cable is securely connected to the system board (see the Service Manual for your computer).
If the power light is steady amber, a device may be malfunctioning or incorrectly installed.
Remove and then reinstall the memory modules (see the documentation shipped with your computer).
Remove and then reinstall any cards (see the documentation shipped with your computer).
Eliminate interference. Some possible causes of interference are:
Power, keyboard, and mouse extension cables
Too many devices on a power strip
Multiple power strips connected to the same electrical outlet
Diagnostic Lights for Desktop Computers
Some desktop computers have lights labeled with numbers on the front panel. When the computer starts normally, the lights flash, and then turn off.
If the computer malfunctions, the sequence of the lights can be used to help identify the problem.
FOR MORE INFORMATION: To learn more about the meaning of the various diagnostic lights displayed, see the Service Manual for your computer or search for the topic on the Dell Support website support.dell.com.
Diagnostic Lights for Laptop Computers
Typically laptop computers have keyboard status lights located above the keyboard. See the documentation shipped with your computer for more details.
During normal operation, the keyboard status lights display the current status of certain features. If the computer malfunctions, you can use the status of the lights to help identify the problem.
FOR MORE INFORMATION: to learn more about the meaning of the various keyboard status lights displayed, see the Service Manual for your computer or search for the topic on the Dell Support website support.dell.com.
System Messages for Desktop Computers
NOTE: If the message you received is not listed in the table, see the documentation for either the operating system or the program that was running when the message appeared.
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 (see Contacting Dell for assistance).
CMOS checksum error —
Possible motherboard failure or RTC battery low. Replace the battery (see the documentation shipped with your computer or see Contacting Dell for assistance).
CPU fan failure —
CPU fan failure. Replace the CPU fan (see the Service Manual for your computer).
Hard-disk read failure —
Possible HDD failure during HDD boot test (see Contacting Dell for assistance).
No boot device available —
The system cannot detect a bootable device or partition.
If the optical drive is your boot device, ensure that the cables are connected and that a bootable optical media is in the drive.
If the hard drive is your boot device, ensure that the cables are connected and that the drive is installed properly and partitioned as a boot device.
Enter the system setup program and ensure that the boot sequence information is correct (see System Setup).
No timer tick interrupt —
A chip on the system board might be malfunctioning or the system board itself may have a failure (see Contacting Dell for assistance).
NOTICE – Hard Drive SELF MONITORING SYSTEM has reported that a parameter has exceeded its normal operating range. Dell recommends that you back up your data regularly. A parameter out of range may or may not indicate a potential hard drive problem. —
S.M.A.R.T error, possible HDD failure. This feature can be enabled or disabled in BIOS setup.
System Messages for Laptop Computers
NOTE: If the message you received is not listed in the table, see the documentation for either the operating system or the program that was running when the message appeared.
No boot device available – strike F1 to retry boot, F2 for setup utility. press F5 to run onboard diagnostics —
The system cannot detect a bootable device or partition.
If the optical drive is your boot device, ensure that the cables are connected and that a bootable optical media is in the drive.
If the hard drive is your boot device, ensure that the drive is installed properly and partitioned as a boot device.
No boot sector on hard-disk drive —
Enter the system setup program and ensure that the configuration information for the hard drive is correct (see Entering the System Setup Program).
Read failure on internal hard drive —
See Drive Problems.
Read failure on second internal hard drive —
This message applies to notebook computers that support multiple hard drives. See Drive Problems.
RTC mode fixed – time and date may be wrong —
Enter the system setup program and correct the date or time (see Entering the System Setup Program). If the problem persists, replace the CMOS battery.
Time-of-day clock stopped – please run the system setup program —
Enter the system setup program and correct the date or time (see Entering the System Setup Program). If the problem persists, replace the CMOS battery.
Time-of-day not set – please run the system setup program —
Enter the system setup program and correct the date or time (see Entering the System Setup Program). If the problem persists, replace the CMOS battery.
The AC power adapter type cannot be determined. the system can only boot with a 130-W power adapter or greater. strike the F1 key to shutdown. —
Connect a 130-W or greater AC adapter to the computer or docking station.
NOTE: This message concerning the requirement of an AC power adapter type of 130-W or greater applies to laptop computers that require a 130-W or greater AC adapter.
The AC power adapter wattage and type cannot be determined. the battery may not charge. they system will adjust the performance to match the power available. please connect a dell xxx-W AC adapter or greater for best system performance. strike the F3 key (before the F1 or F2 key) if you do not want to see power warning messages again. strike the F1 key to continue, F2 to run the setup utility. —
Connect the correct AC adapter to the computer or docking station.
The computer is docked and only battery power is detected. this can happen if the power adapter is missing, the power cord is unplugged, or the computer is not properly connected to the docking station. you should undock, redock, attach the power adapter, or plug in the power cord. strike the F1 key to shutdown.
The amount of system memory has changed. if you did not change your memory... to resolve this issue, try to reseat the memory. strike the F1 key to continue, F2 to run the setup utility. press F5 to run onboard diagnostics. —
Reseat the memory (for instructions, see your computer's Service Manual).
If memory was not removed or installed, memory module or system board failure may have occurred. Contact Dell for assistance (see Contacting Dell).
Unsupported memory. strike the F1 key to shutdown. —
Ensure that the memory you are using is supported by your computer (see the documentation shipped with your computer).
WARNING: A xxx-W AC adapter has been detected, which is less than the recommended xxx-W AC adapter originally shipped. this will increase the time to charge the battery. they system will adjust the performance to match the power available. please connect a dell xxx-W AC adapter or greater for best performance. strike the F3 key (before the F1 or F2 key) if you do not want to see power warning messages again. strike the F1 key to continue, F2 to run the setup utility. —
Connect the correct AC adapter to the computer or docking station.
WARNING: The primary battery cannot be identified. this system will be unable to charge batteries until this battery is removed. —
For computers with two batteries installed, the primary battery may be installed incorrectly, or the battery or system board may be defective.
WARNING: The second battery cannot be identified. this system will be unable to charge batteries until this battery is removed. —
For computers with two batteries installed, the secondary battery may be installed incorrectly, or the battery or system board may be defective.
WARNING: The batteries cannot be identified. this system will be unable to charge batteries until this battery is removed. —
For computers with two batteries installed, one or more of the batteries may be installed incorrectly, or the batteries or system board may be defective.
WARNING: The battery cannot be identified. this system will be unable to charge this battery. —
The battery may be installed incorrectly, or the battery or system board may be defective.
WARNING: The battery attached cannot power the system. the system will not boot with this battery plugged in. press F1 to shutdown the system.
WARNING! Battery is critically low. hit F1 to continue.
WARNING: The TPM could not be initialized —
System board failure may have occurred. Contact Dell for assistance (see Contacting Dell).
Warning messages have been disabled. run the setup utility to enable these messages. —
See System Setup.
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. —
Contact Dell for assistance (see Contacting Dell).
Your power adapter does not supply enough power to run the attached docking station. either undock or insert an appropriate adapter. strike the F1 key to shutdown. —
Connect the correct AC adapter.
Your system is docked, but the AC adapter type cannot be determined. either undock or insert an appropriate adapter. strike the F1 key to shutdown. —
The AC adapter may be installed incorrectly, or the AC adapter or docking station may be defective.
Your system automatically powered off because it became warmer than expected. this may have been caused by: operating or storing the system in an environment where the ambient temperature is too high, or obstructing the air flow from the system fan vents. if the problem recurs, please call dell support with error code #M1004. —
Contact Dell for assistance (see Contacting Dell).
***Processor SSDT data not found*** operating system power management for multi core processors will be disabled. —
***UL circuit tripped*** the UL trip count is shown below the F3-key message. strike the F3 key to clear the UL counter, any other key to continue. —
Run the Dell Diagnostics (see Running the Dell Diagnostics).
***Processor microcode update failure*** the revision of processor in the system is not supported. —
Ensure that the processor you are using is supported by your computer (see the documentation for your computer).
Windows Hardware Troubleshooter
If a device is either not detected during the operating system setup or is detected, but incorrectly configured, you can use the Hardware Troubleshooter to resolve the incompatibility.
Click Start®Help and Support.
Type hardware troubleshooter in the search field and press
<Enter> to start the search.
If the Help and Support window displays a Fix a Problem section, click
Hardware Troubleshooter. Then select the option that best describes the
problem.
OR
In the search results, select the option that best describes the problem and
follow the remaining troubleshooting steps.
Running the Dell Diagnostics
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions shipped with your computer. For additional safety best practices information, see the Regulatory Compliance Homepage at www.dell.com/regulatory_compliance.
NOTICE: The Dell Diagnostics works only on Dell™ computers.
When to use the Dell Diagnostics
If you experience a problem with your computer, see Troubleshooting and run the Dell Diagnostics before you contact Dell for technical assistance.
It is recommended that you print these procedures before you begin.
See System Setup to review your computer's configuration information, and ensure that the device that you want to test displays in the system setup program and is active.
Start the Dell Diagnostics from your hard drive or from the Drivers and Utilities media.
NOTE: The Drivers and Utilities media is optional and may not ship with your computer.
Starting the Dell Diagnostics From Your Hard Drive
The Dell Diagnostics is located on a hidden diagnostic utility partition on your hard drive.
Starting the Dell Diagnostics on Laptop Computers
NOTE: If your computer does not display a screen image, see "Contacting Dell" in the documentation shipped with your computer.
NOTE: If the computer is connected to a docking device (docked), undock it. See the documentation that came with your docking device for instructions.
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:
When the DELL™ logo appears, press <F12> immediately. Select Diagnostics from the boot menu and press <Enter>.
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.
OR
After the computer has been 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, hard drive, and so on.
Answer any questions that appear.
If failures are detected, write down the error code(s) and see Contacting Dell.
If the Pre-boot System Assessment completes successfully, the following message appears: "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.
When the Dell Diagnostics Main Menu appears, select the test you want
to run.
Starting the Dell Diagnostics on Desktop Computers
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.
When the DELL™ logo appears, press <F12> immediately. Select
Diagnostics from the boot menu and press <Enter>.
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: If you see a message stating that no diagnostics utility partition has been found, run the Dell Diagnostics from the Drivers and Utilities media.
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 the 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.
When the boot device list appears, highlight CD/DVD/CD-RW and press
<Enter>.
Select the Boot from CD-ROM option from the menu that appears and
press <Enter>.
Type 1 to start the CD menu and press <Enter> to proceed.
Select Run the 32 Bit Dell Diagnostics from the numbered list. If
multiple versions are listed, select the version appropriate for your
computer.
When the Dell Diagnostics Main Menu appears, select the test you want
to run.
After the Dell Diagnostics loads and the MainMenu screen appears, click
the button for the option you want.
NOTE: 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 below to run a more thorough check of devices on the computer.
Option
Function
Express Test
Performs a quick test of devices in the system. This typically can take 10 to 20 minutes.
Extended Test
Performs a thorough check of devices in the system. This typically can take an hour or more.
Custom Test
Used to test a specific device or customize the tests to be run.
Symptom Tree
Allows you to select tests based on a symptom of the problem you are having. This option lists the most common symptoms.
If a problem is encountered during a test, a message appears with an error
code and a description of the problem. Write down the error code and
problem description and see Contacting Dell.
NOTE: The Service Tag for your computer is located at the top of each test screen. If you contact Dell, technical support will ask for your Service Tag.
If you run a test from the Custom Test or Symptom Tree option, click the
applicable tab described in the following table for more information.
Tab
Function
Results
Displays the results of the test and any error conditions encountered.
Errors
Displays error conditions encountered, error codes, and the problem description.
Help
Describes the test and may indicate requirements for running the test.
Configuration
Displays your hardware configuration for the selected device.
The Dell Diagnostics obtains configuration information for all devices from system setup, memory, and various internal tests, and it displays the information in the device list in the left pane of the screen. The device list may not display the names of all the components installed on your computer or all devices attached to your computer.
Parameters
Allows you to customize the test by changing the test settings.
When the tests are complete, close the test screen to return to the MainMenu screen. To exit the Dell Diagnostics and restart the computer, close
the MainMenu screen.
Remove the Dell Drivers and Utilities media (if applicable).
Dell Support Center
The Dell Support Center application is installed on your computer and available from the Dell Support Center icon on the taskbar or from the Start button.
The software automatically identifies your Service Tag Number, PC Model Number, Express Service Code, your Warranty Information and provides you with support options for your computer such as drivers and downloads, training, tutorials, and Knowledge Base articles. The application also provides you with options for contacting Dell Technical Support including live chat, phone and E-mail.
Accessing the Dell Support Center
Access the Dell Support Center from the icon on the taskbar or from the Start menu.
NOTE: If the Dell Support Center is not available from the Start menu, go to support.dell.com and download the software.
The Dell Support Center application is customized for your computing environment.
The icon in the taskbar functions differently when you click, double-click, or right-click the icon.
Clicking the Dell Support Center Icon
Click or right-click the icon to access:
Dell Support Center.
Dell Support Center Alerts.
Dell Support Center User Settings.
Learn more about the Dell Support Center.
Double-Clicking the Dell Support Center Icon
Double-click the icon to open the home page to access:
Self Help — Click to identify and fix problems with your computer.
Assistance From Dell — Click to contact Dell about your computer problems or order status.
Alerts — Click to view alerts from Dell for your computer.
About Your System — Click to access information and documentation for your computer.
Drivers & Downloads — Click to access drivers and downloads for your computer.
Dell Datasafe™ Online Backup — Click to access online backup and recovery service offered by Dell for your computer.
ContactUs — Click to access multiple options for contacting Dell.
Feedback — Click to provide your feedback for Dell Support Center application.
Solving Problems
Battery Problems
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 shipped with your computer. For additional safety best practices information, see the Regulatory Compliance Homepage at www.dell.com/regulatory_compliance.
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 (see the instructions that came with your computer). If the battery still does not work properly, contact Dell (see Contacting Dell).
Drive Problems
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions shipped with your computer. For additional safety best practices information, see the Regulatory Compliance Homepage at www.dell.com/regulatory_compliance.
Ensure that Microsoft® Windows® Recognizes the drive —
Windows Vista®
Click Start® and click Computer.
If the drive is not listed, see your Service Manual or contact Dell (see Contacting Dell).
Windows® XP
Click Start® and click My Computer.
Test the drive —
Insert another disc to eliminate the possibility that the original drive is defective.
The optical drive must receive a steady stream of data during the writing process. If the stream is interrupted, an error occurs. Try closing all programs before you write to the optical.
Turn off standby mode in Windows before writing to a disc —
See Configuring Your Power Settings or search for the keyword standby in Windows Help and Support for information on power management modes.
Hard Drive Problems
Run Check Disk —
Windows Vista
Click Start
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.
Windows XP
Click Startand 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.
E-Mail, Modem, and Internet Problems
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions shipped with your computer. For additional safety best practices information, see the Regulatory Compliance Homepage at www.dell.com/regulatory_compliance.
NOTE: If your computer has a modem, connect the modem to an analog telephone jack only. The modem does not operate while it is connected to a digital telephone network.
NOTE: Do not plug a telephone cable into the network adapter connector. See the documentation shipped came with your computer.
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 checkmark, 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, bypass them and use the telephone to connect the modem directly to the telephone wall jack. If you are using a line that is 3 meters (10 feet) or more in length, try a shorter one.
If your computer has a modem, Run the Modem diagnostic Tool —
Click Start®AllPrograms®Modem Helper or Modem Diagnostic Tool.
Follow the instructions on the screen to identify and resolve modem problems. Modem Helper is not available on certain computers.
Verify that the modem is communicating with Windows —
Windows Vista
Click Start®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.
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.
Ensure that you are connected to the Internet —
Ensure that you have subscribed to an Internet provider. 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. For help, contact your Internet service provider.
Error Messages
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions shipped with your computer. For additional safety best practices information, see the Regulatory Compliance Homepage at www.dell.com/regulatory_compliance.
If the error 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:
Windows Vista
Click Start®Control Panel® Programs® Programs and Features.
Select the program you want to remove.
Click Uninstall.
See the program documentation for installation instructions.
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.
drive letter :\ is not accessible. The device is not ready —
The drive cannot read the disk. Insert a disk into the drive and try again.
Insert bootable media —
Insert a bootable CD or DVD.
Not enough memory or resources. Close some programs and try again —
Close all windows and open the program that you want to use. In some cases, you may have to restart your computer to restore computer resources. If so, run the program that you want to use first.
Operating system not found —
Contact Dell (seeContacting Dell).
IEEE 1394 Device Problems
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions shipped with your computer. For additional safety best practices information, see the Regulatory Compliance Homepage at www.dell.com/regulatory_compliance.
NOTE: Your computer supports only IEEE 1394a standard.
Ensure that the cable for the IEEE 1394 device is properly inserted into the device and into the connector on the computer
Ensure that the IEEE 1394 device is recognized by Windows —
Windows Vista
Click Start®Control Panel® Hardware and Sound.
Click Device Manager.
If your IEEE 1394 device is listed, Windows recognizes the device.
Windows XP
Click Start and clickControl Panel.
Under Pick a Category, click Performance and Maintenance®System®System Properties®Hardware®Device Manager.
If you have problems with a Dell IEEE 1394 device —
Contact Dell (see Contacting Dell).
If you have problems with an IEEE 1394 device not provided by Dell —
Contact the IEEE 1394 device manufacturer.
Keyboard Problems for External Keyboards
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions shipped with your computer. For additional safety best practices information, see the Regulatory Compliance Homepage at www.dell.com/regulatory_compliance.
Check the keyboard cable —
Ensure that the keyboard cable is firmly connected to the computer.
Shut down the computer (see the documentation shipped with your computer), reconnect the keyboard cable as shown on the setup diagram for your computer, and then restart the computer.
Ensure that the cable is not damaged or frayed and check cable connectors for bent or broken pins. Straighten any bent pins.
Remove any keyboard extension cables and connect the keyboard directly to the computer.
Test the keyboard —
Connect a properly working keyboard to the computer, then try using the keyboard.
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions shipped with your computer. For additional safety best practices information, see the Regulatory Compliance Homepage at www.dell.com/regulatory_compliance.
Ensure that the power cable is firmly connected to the computer and to the electrical outlet
The Computer Stops Responding
NOTICE: You may 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), and then restart your computer.
A Program Stops Responding
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.
A Program Crashes Repeatedly
NOTE: Most software includes installation instructions in its documentation or on a CD or DVD.
Check the software documentation —
If necessary, uninstall and then reinstall the program.
A Program is Designed for an Earlier Windows Operating System
Run the Program Compatibility Wizard —
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® Programs and Features® Use an older program with this version of Windows.
In the welcome screen, click Next.
Follow the instructions on the screen.
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.
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), and then restart your computer. 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, CDs, or DVDs
Save and close any open files or programs and shut down your computer through the Start menu
Memory Problems
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions shipped with your computer. For additional safety best practices information, see the Regulatory Compliance Homepage at www.dell.com/regulatory_compliance.
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 the documentation shipped with your computer).
Reseat the memory modules (see the documentation shipped with your computer) to ensure that your computer is successfully communicating with the memory.
Reseat the memory modules (see the documentation shipped with your computer) to ensure that your computer is successfully communicating with the memory.
Ensure that you are following the memory installation guidelines (see the documentation shipped with your computer).
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 the documentation shipped with your computer.
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions shipped with your computer. For additional safety best practices information, see the Regulatory Compliance Homepage at www.dell.com/regulatory_compliance.
Check the mouse cable —
Ensure that the cable is not damaged or frayed and check cable connectors for bent or broken pins. Straighten any bent pins.
Remove any mouse extension cables, and connect the mouse directly to the computer.
Verify that the mouse cable is connected as shown on the setup diagram for your computer.
Restart the computer —
Simultaneously press <Ctrl><Esc> to display the Start menu.
Press <u>, press the up- and down-arrow keys to highlight Shut down or Turn Off, and then press <Enter>.
After the computer turns off, reconnect the mouse cable as shown on the setup diagram.
Turn on the computer.
Test the mouse —
Connect a properly working mouse to the computer, then try using the mouse.
Check the mouse settings —
Windows Vista
Click Start® Control Panel® Hardware and Sound® Mouse.
Adjust the settings as needed.
Windows XP
Click Start®Control Panel®Printers and Other Hardware® Mouse.
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions shipped with your computer. For additional safety best practices information, see the Regulatory Compliance Homepage at www.dell.com/regulatory_compliance.
Check the network cable connector —
Ensure that the network cable is firmly inserted into the network connector on the back of the computer and the network jack.
Check the network lights on the back of the computer —
If the link integrity light is off (see the Service Manual for your computer or see Diagnostic Lights for Laptop Computers), no network communication is occurring. 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.
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions shipped with your computer. For additional safety best practices information, see the Regulatory Compliance Homepage at www.dell.com/regulatory_compliance.
NOTE: On certain systems the power light is green.
If the power light is blinking blue —
The computer is in standby mode. Press a key on the keyboard, move the mouse, or press the power button to resume normal operation.
NOTE: On certain systems the power light is green.
If the power light is off —
The computer is either turned off or is not receiving power.
Reseat the power cable in the power connector on the back of the computer and the electrical outlet.
Replace power strips, power extension cables, and other power protection devices with similar in known working condition to verify that the computer turns on properly.
Ensure that any power strips being used are plugged into an electrical outlet and are turned on.
Ensure that the electrical outlet is working by testing it with another device, such as a lamp.
Ensure that the main power cable and front panel cable are securely connected to the system board (see the Service Manual for your computer).
If the power light is blinking amber —
The computer is receiving electrical power, but an internal power problem may exist.
Ensure that the voltage selection switch is set to match the AC power at your location (if applicable).
Ensure that all components and cables are properly installed and securely connected to the system board (see the Service Manual for your computer).
If the power light is steady amber —
A device may be malfunctioning or incorrectly installed.
Ensure that the processor power cable is securely connected to the system board power connector (POWER2) (see the Service Manual for your computer).
Remove and then reinstall all memory modules (see the documentation shipped with your computer).
Remove and then reinstall any expansion cards, including graphics cards (see the documentation shipped with your computer).
Eliminate interference —
Some possible causes of interference are:
Power, keyboard, and mouse extension cables
Too many devices connected to the same power strip
Multiple power strips connected to the same electrical outlet
Printer Problems
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions shipped with your computer. For additional safety best practices information, see the Regulatory Compliance Homepage at www.dell.com/regulatory_compliance.
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 Vista
Click Start® Control Panel® Hardware and Sound® Printers.
If the printer is listed, right-click the printer icon.
Click Properties and click Ports.
Adjust the settings, as needed.
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.
Reinstall the printer driver —
See the printer documentation for information on reinstalling the printer driver. —
Scanner Problems
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions shipped with your computer. For additional safety best practices information, see the Regulatory Compliance Homepage at www.dell.com/regulatory_compliance.
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 (if the scanner has a locking tab or button).
Restart the computer and try the scanner again
Check the cable connections —
See the scanner documentation for information on cable connections.
Ensure that the scanner cables are securely connected to the scanner and the computer.
Verify that the scanner is recognized by Microsoft Windows —
Windows Vista
Click Start® Control Panel® Hardware and Sound® Scanners and Cameras.
If the scanner is listed, Windows recognizes the scanner.
Windows XP
Click Start®Control Panel®Printers and Other Hardware®Scanners and Cameras.
If your 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 shipped with your computer. For additional safety best practices information, see the Regulatory Compliance Homepage at www.dell.com/regulatory_compliance.
No Sound From Speakers
NOTE: The volume control in MP3 and other media players may override the Windows volume setting. Always check to ensure that the volume on the media player(s) has not been turned down or off.
Check the speaker cable connections —
Ensure that the speakers are connected as shown on the setup diagram supplied with the speakers. If you purchased a sound card, ensure that the speakers are connected to the card.
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.
Check the headphone cable connection —
Ensure that the headphone cable is securely inserted into the headphone connector (see the documentation shipped with your computer).
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.
Touch Pad or Mouse Problems for Laptop Computers
Check the touch pad settings —
Click Start®Control Panel®Printers and Other Hardware®Mouse.
Try adjusting the settings.
Check the mouse cable —
Shut down the computer. Disconnect the mouse cable, check it for damage, and 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.) For more information on using the system setup program, see System Setup.
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 (see Running the Dell Diagnostics).
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions shipped with your computer. For additional safety best practices information, see the Regulatory Compliance Homepage at www.dell.com/regulatory_compliance.
NOTICE: If your computer came with a PCI graphics card installed, removal of the card is not necessary when installing additional graphics cards; however, the card is required for troubleshooting purposes. If you remove the card, store it in a safe and secure location. For information about your graphics card, go to support.dell.com.
The Screen is Blank
NOTE: For troubleshooting procedures, see the monitor's documentation.
The Screen is Difficult to Read
Check the monitor cable connection —
Ensure that the monitor cable is connected to the correct graphics card (for dual graphics card configurations).
If you are using the optional DVI-to-VGA adapter, ensure that the adapter is correctly attached to the graphics card and monitor.
Ensure that the monitor cable is connected as shown on the setup diagram for your computer.
Remove any video extension cables and connect the monitor directly to the computer.
Swap the computer and monitor power cables to determine if the monitor's power cable is defective.
Check the connectors for bent or broken pins (it is normal for monitor cable connectors to have missing pins).
Check the monitor power light —
If the power light is lit or blinking, the monitor has power.
If the power light is off, firmly press the button to ensure that the monitor is turned on.
If the power light is blinking, press a key on the keyboard or move the mouse to resume normal operation.
Test the electrical outlet —
Ensure that the electrical outlet is working by testing it with another device, such as a lamp.
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 positioned at least 60 centimeters (2 feet) 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.
Rotate the monitor to eliminate sunlight glare and possible interference
Adjust the Windows display settings —
Windows Vista
Click Start ® Control Panel® Hardware and Sound® Personalization® Display Settings.
Adjust Resolutionand Colors settings, as needed.
3D image quality is poor
Windows XP
Click Start®Control Panel®Appearance and Themes.
Select a task you wish to perform or click the Display icon.
Try different settings for Color quality and Screen resolution.
Check the graphics card power cable connection —
Ensure that the power cable for the graphics card(s) is correctly attached to the card.
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.
Only Part of the Display is Readable
Connect an external monitor —
Shut down your computer and connect an external monitor to the
computer.
Turn on the computer and the monitor and 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).
Power Lights
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions shipped with your computer. For additional safety best practices information, see the Regulatory Compliance Homepage at www.dell.com/regulatory_compliance.
The power button light located on the front of the computer illuminates and blinks or remains solid to indicate different states:
NOTE: On certain systems the power light is green.
If the power light is blinking blue, the computer is in standby mode. Press a key on the keyboard, move the mouse, or press the power button to resume normal operation.
NOTE: On certain systems the power light is green.
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.
Replace power protection devices, power strips, and power extension cables with similar in known working condition to verify that the computer turns on properly.
Ensure that the electrical outlet is working by testing it with another device, such as a lamp.
Ensure that the main power cable and front panel cable are securely connected to the system board (see the Service Manual for your computer).
If the power light is blinking amber, the computer is receiving electrical power, but an internal power problem might exist.
Ensure that the voltage selection switch is set to match the AC power at your location, if applicable.
Ensure that the processor power cable is securely connected to the system board (see the Service Manual for your computer.)
If the power light is steady amber, a device may be malfunctioning or incorrectly installed.
Remove and then reinstall the memory modules (see the Documentation for your computer).
Remove and then reinstall any cards (see the Documentation for your computer.
Eliminate interference. Some possible causes of interference are:
Power, keyboard, and mouse extension cables
Too many devices on a power strip
Multiple power strips connected to the same electrical outlet
Dell Technical Update Service
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.
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