Follow these tips when you troubleshoot 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, so they may not apply if you set your Dell™ computer to the Windows Classic view.
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 in the Product 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 (see Replacing the Battery). 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 in the Product Information Guide.
Ensure that Microsoft® Windows® Recognizes the drive —
Windows XP:
Click Start and click My Computer.
Windows Vista™:
Click the Windows Vista Start button and click Computer.
If the drive is not listed, perform a full scan with your antivirus software to check for and remove viruses. Viruses can sometimes prevent Windows from recognizing the drive.
Test the drive —
Insert another disc to eliminate the possibility that the original drive is defective.
Insert a bootable floppy disk and restart the computer.
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 —
Click Scan for and attempt recovery of bad sectors and click Start.
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.
E-Mail, Modem, and Internet Problems
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
NOTE: Connect the modem to an analog telephone jack only. The modem does not operate while it is connected to a digital telephone network.
NOTE: Do not plug a telephone cable into the network adapter connector (see Back I/O Connectors).
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.
Run the Modem diagnostic Tool —
Windows XP:
Click Start®AllPrograms®Modem Helper.
Follow the instructions on the screen to identify and resolve modem problems. Modem Helper is not available on certain computers.
Windows Vista:
Click Start® All Programs® Modem Diagnostic Tool.
Follow the instructions on the screen to identify and resolve modem problems. Modem diagnostics are not available on all computers.
Verify that the modem is communicating with Windows —
Windows XP:
Click Start®Control Panel®Printers and Other Hardware® Phone and Modem Options® Modems.
Click the COM port for your modem® Properties® Diagnostics®Query Modem to verify that the modem is communicating with Windows.
If all commands receive responses, the modem is operating properly.
Windows Vista:
Click 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.
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 in the Product Information Guide.
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 XP:
Click Start®Control Panel® Add or Remove Programs® Programs and Features.
Select the program you want to remove.
Click Uninstall.
See the program documentation for installation instructions.
Windows Vista:
Click Start®Control Panel® 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 floppy disk, CD, or DVD.
Non-system disk error —
Remove the floppy disk from the floppy drive and restart your computer.
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 (see Contacting Dell).
IEEE 1394 Device Problems
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
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 enabled in system setup —
See System Setup Options.
Ensure that the IEEE 1394 device is recognized by Windows —
Windows XP:
Click Start and clickControl Panel.
Under Pick a Category, click Performance and Maintenance®System®System Properties®Hardware®Device Manager.
Windows Vista:
Click Start®Control Panel® Hardware and Sound.
Click Device Manager.
If your IEEE 1394 device is listed, Windows recognizes the device.
If you have problems with a Dell IEEE 1394 device —
If you have problems with an IEEE 1394 device not provided by Dell —
Contact the IEEE 1394 device manufacturer.
Keyboard Problems
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
Check the keyboard cable —
Ensure that the keyboard cable is firmly connected to the computer.
Shut down the computer (see Preparing to Work Inside 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.
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 floppy disk, 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 XP:
The Program Compatibility Wizard configures a program so that it runs in an environment similar to non-XP operating system environments.
Click Start®All Programs® Accessories® Program Compatibility Wizard® Next.
Follow the instructions on the screen.
Windows Vista:
The Program Compatibility Wizard configures a program so that it runs in an environment similar to non-Windows Vista operating system environments.
Click Start®Control Panel® Programs® Use an older program with this version of Windows.
In the welcome screen, click Next.
Follow the instructions on the screen.
A solid blue screen appears
Turn the computer off —
If you are unable to get a response by pressing a key on your keyboard or moving your mouse, press and hold the power button for at least 8 to 10 seconds (until the computer turns off), and then restart your computer.
Other software problems
Check the software documentation or contact the software manufacturer for troubleshooting information —
Ensure that the program is compatible with the operating system installed on your computer.
Ensure that your computer meets the minimum hardware requirements needed to run the software. See the software documentation for information.
Ensure that the program is installed and configured properly.
Verify that the device drivers do not conflict with the program.
If necessary, uninstall and then reinstall the program.
Back up your files immediately
Use a virus-scanning program to check the hard drive, floppy disks, 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 in the Product Information Guide.
If you receive an insufficient memory message —
Save and close any open files and exit any open programs you are not using to see if that resolves the problem.
See the software documentation for minimum memory requirements. If necessary, install additional memory (see Installing Memory).
Reseat the memory modules (see Memory) to ensure that your computer is successfully communicating with the memory.
Reseat the memory modules (see Memory) to ensure that your computer is successfully communicating with the memory.
Ensure that you are following the memory installation guidelines (see Installing Memory).
Ensure that the memory you are using is supported by your computer. For more information about the type of memory supported by your computer, see Memory.
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
Check the network cable connector —
Ensure that the network cable is firmly inserted into 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 Controls and Lights), 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 in the Product Information Guide.
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, move the mouse, or press the power button 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 in the power connector on the back of the computer and the electrical outlet.
Bypass power strips, power extension cables, and other power protection devices 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 System Board Components).
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 System Board Components).
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 System Board Components).
Remove and then reinstall all memory modules (see Memory).
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 in the Product Information Guide.
NOTE: If you need technical assistance for your printer, contact the printer's manufacturer.
Check the printer documentation —
See the printer documentation for setup and troubleshooting information.
Ensure that the printer is turned on
Check the printer cable connections —
See the printer documentation for cable connection information.
Ensure that the printer cables are securely connected to the printer and the computer.
Test the electrical outlet —
Ensure that the electrical outlet is working by testing it with another device, such as a lamp.
Verify that the printer is recognized by Windows —
Windows XP:
Click Start®Control Panel®Printers and Other Hardware®View installed printers or fax printers.
If the printer is listed, right-click the printer icon.
Click Properties®Ports. For a parallel printer, ensure that the Print to the following port(s): setting is LPT1 (Printer Port). For a USB printer, ensure that the Print to the following port(s): setting is USB.
Windows Vista:
Click Start® Control Panel® Hardware and Sound® Printer.
If the printer is listed, right-click the printer icon.
Click Properties and click Ports.
Adjust the settings, as needed.
Reinstall the printer driver —
See the printer documentation for information on reinstalling the printer driver. —
Scanner Problems
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
NOTE: If you need technical assistance for your scanner, contact the scanner's manufacturer.
Check the scanner documentation —
See the scanner documentation for setup and troubleshooting information.
Unlock the scanner —
Ensure that your scanner is unlocked (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 XP:
Click Start®Control Panel®Printers and Other Hardware®Scanners and Cameras.
If your scanner is listed, Windows recognizes the scanner.
Windows Vista:
Click Start® Control Panel® Hardware and Sound® Scanners and Cameras.
If the scanner is listed, Windows recognizes the scanner.
Reinstall the scanner driver —
See the scanner documentation for instructions.
Sound and Speaker Problems
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
No sound from 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 Front and Back View of the 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.
Video and Monitor Problems
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
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 XP:
Click Start®Control Panel®Appearance and Themes.
Click the area you want to change or click the Display icon.
Try different settings for Color quality and Screen resolution.
Windows Vista:
Click Start ® Control Panel® Hardware and Sound® Personalization® Display Settings.
Adjust Resolutionand Colors settings, as needed.
3D image quality is poor
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.
Power Lights
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
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 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, move the mouse, or press the power button 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.
Bypass power protection devices, power strips, and power extension cables 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 System Board Components).
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 System Board Components).
If the power light is steady amber, a device may be malfunctioning or incorrectly installed.
Remove and then reinstall the memory modules (see Memory).
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
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
To help troubleshoot a problem, your computer has four lights labeled 1, 2, 3, and 4 on the front panel (see Front View). When the computer starts normally, the lights flash before turning off. If the computer malfunctions, the sequence of the lights help to identify the problem.
NOTE: After the computer completes POST, all four lights turn off before booting to the operating system.
Light Pattern
Problem Description
Suggested Resolution
The computer is in a normal off condition or a possible pre-BIOS failure has occurred.
The diagnostic lights are not lit after the system successfully boots to the operating system.
Plug the computer into a working electrical outlet (see Power Problems).
If the problem persists, contact Dell (see Contacting Dell).
If the problem persists, contact Dell (see Contacting Dell).
Memory modules are detected, but a memory failure has occurred.
If two or more memory modules are installed, remove the modules (see Removing Memory), then reinstall one module (see Installing Memory) and restart the computer. If the computer starts normally, continue to install additional memory modules (one at a time) until you have identified a faulty module or reinstalled all modules without error.
If available, install working memory of the same type into your computer (see Installing Memory).
If the problem persists, contact Dell (see Contacting Dell).
If available, install a working graphics card into your computer.
If the problem persists, contact Dell (see Contacting Dell).
A possible floppy drive or hard drive failure has occurred.
Reseat all power and data cables.
A possible USB failure has occurred.
Reinstall all USB devices and check all cable connections.
No memory modules are detected.
If two or more memory modules are installed, remove the modules (see Removing Memory), then reinstall one module (see Installing Memory) and restart the computer. If the computer starts normally, continue to install additional memory modules (one at a time) until you have identified a faulty module or reinstalled all modules without error.
If available, install working memory of the same type into your computer (see Installing Memory).
If the problem persists, contact Dell (see Contacting Dell).
Memory modules are detected, but a memory configuration or compatibility error has occurred.
Ensure that no special requirements for memory module/connector placement exist (see Memory).
Ensure that the memory you are using is supported by your computer (see Memory).
If the problem persists, contact Dell (see Contacting Dell).
A possible expansion card failure has occurred.
Determine if a conflict exists by removing an expansion card (not a graphics card) and restarting the computer (see Removing PCI and PCI Express Cards).
If the problem persists, reinstall the card you removed, then remove a different card and restart the computer.
Repeat this process for each expansion card installed. If the computer starts normally, troubleshoot the last card removed from the computer for resource conflicts (see Troubleshooting Software and Hardware Problems).
If the problem persists, contact Dell (see Contacting Dell).
Another failure has occurred.
Ensure that all hard drive and optical drive cables are properly connected to the system board (see System Board Components).
If there is an error message on the screen identifying a problem with a device (such as the floppy drive or hard drive), check the device to make sure it is functioning properly.
If the operating system is attempting to boot from a device (such as the floppy drive or optical drive), check system setup (see System Setup) to ensure the boot sequence is correct for the devices installed on your computer.
If the problem persists, contact Dell (see Contacting Dell).
Beep Codes
Your computer might emit a series of beeps during start-up if the monitor cannot display errors or problems. This series of beeps, called a beep code, identifies a problem. For example, beep code 1-3-1 (one possible beep code) consists of one beep, a burst of three beeps, and then one beep. This beep code tells you that the computer encountered a memory problem.
Reseating the memory modules may correct the following beep code errors. If the problem persists, contact Dell (see Contacting Dell) for instructions on obtaining technical assistance.
Code
Cause
1-3-1 through 2-4-4
Memory not being properly identified or used
4-3-1
Memory failure above address 0FFFFh
If you experience any of the following beep code errors, see Contacting Dell for instructions on obtaining technical assistance.
Code
Cause
1-1-2
Microprocessor register failure
1-1-3
NVRAM read/write failure
1-1-4
ROM BIOS checksum failure
1-2-1
Programmable interval timer failure
1-2-2
DMA initialization failure
1-2-3
DMA page register read/write failure
1-3
Video Memory Test failure
1-3-1 through 2-4-4
Memory not being properly identified or used
3-1-1
Slave DMA register failure
3-1-2
Master DMA register failure
3-1-3
Master interrupt mask register failure
3-1-4
Slave interrupt mask register failure
3-2-2
Interrupt vector loading failure
3-2-4
Keyboard Controller Test failure
3-3-1
NVRAM power loss
3-3-2
Invalid NVRAM configuration
3-3-4
Video Memory Test failure
3-4-1
Screen initialization failure
3-4-2
Screen retrace failure
3-4-3
Search for video ROM failure
4-2-1
No timer tick
4-2-2
Shutdown failure
4-2-3
Gate A20 failure
4-2-4
Unexpected interrupt in protected mode
4-3-1
Memory failure above address 0FFFFh
4-3-3
Timer-chip counter 2 failure
4-3-4
Time-of-day clock stopped
4-4-1
Serial or parallel port test failure
4-4-2
Failure to decompress code to shadowed memory
4-4-3
Math-coprocessor test failure
4-4-4
Cache test failure
System Messages
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.
Message
Possible Cause
Corrective Action
8042 Gate-A20 error
The keyboard controller failed its test.
If you receive this message after you make changes in the system setup program, enter the system setup program and restore the original value(s).
Address Line Short!
An error in the address decoding circuitry in the memory has occurred.
The hard drive is not working or is not configured correctly.
Ensure that the hard drive is installed correctly in the computer (see Drives) and defined correctly in the system setup program (see System Setup).
Cache Memory Bad, Do Not Enable Cache
The cache memory is not operating.
See Contacting Dell for instructions on obtaining technical assistance.
CH-2 Timer Error
An error is occurring on the timer on the system board.
See Contacting Dell for instructions on obtaining technical assistance.
CMOS Battery State Low
CMOS Checksum Failure
CMOS System Options Not Set
CMOS Display Type Mismatch
CMOS Memory Size Mismatch
CMOS Time and Date Not Set
The system configuration information in the system setup program is incorrect or the battery charge may be low.
Enter the system setup program (see Entering System Setup), verify the system configuration, and then restart the computer.
Diskette Boot Failure
Drive A or B is present but has failed the BIOS POST.
Ensure that the drive is installed correctly in the computer (see Drives) and defined correctly in the system setup program (see System Setup). Check the interface cable at both ends.
DMA Error
DMA 1 Error
DMA 2 Error
Error in the DMA controller on the system board.
The keyboard or system board may need to be replaced.
FDD Controller Failure
HDD Controller Failure
The BIOS cannot communicate with the floppy drive or hard drive controller.
Ensure that the floppy drive or the hard drive is installed correctly in the computer (see Drives) and defined correctly in the system setup program (see System Setup). Check the interface cable at both ends.
INTR1 Error
INTR2 Error
An interrupt channel on the system board failed to POST.
The keyboard or system board may need to be replaced.
Invalid Boot Diskette
The operating system cannot be located on drive A or drive C.
Enter the system setup program (see System Setup) and confirm that drive A or drive C is properly identified.
Keyboard Error
The BIOS has detected a stuck key.
Ensure that nothing is resting on the keyboard; if a key appears to be stuck, carefully pry it up. If the problem persists, you may need to replace the keyboard.
KB/Interface Error
An error occurred with the keyboard connector.
Ensure that nothing is resting on the keyboard; if a key appears to be stuck, carefully pry it up. If the problem persists, you may need to replace the keyboard.
No ROM Basic
The operating system cannot be located on drive A or drive C.
Enter the system setup program (see Entering System Setup) and confirm that drive A or drive C is properly identified.
Dell Diagnostics
CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
When to Use Dell Diagnostics
If you experience a problem with your computer, perform the checks in Solving Problems and run Dell Diagnostics before you contact Dell for technical assistance.
NOTE: Dell Diagnostics only operate on Dell computers.
Run Dell Diagnostics from your hard drive or from the Drivers and Utilities media.
Starting Dell Diagnostics From Your Hard Drive
Turn on (or restart) your computer.
When the DELL logo appears, press <F12> immediately.
NOTE: Keyboard failure may result when a key is held down for extended periods of time. To avoid possible keyboard failure, press and release <F12> in even intervals to open the Boot Device Menu.
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.
At the Boot Device Menu, use the up- and down-arrow keys or press the appropriate number on the
keyboard to highlight Boot to Utility Partition, and then press <Enter>.
NOTE: The Quickboot feature changes the boot sequence for the current boot only. Upon restart, the computer boots according to the boot sequence specified in system setup.
At the Dell Diagnostics Main Menu, left-click with the mouse, or press <Tab> and then <Enter>, to
select the test you want to run (see Dell Diagnostics Main Menu).
NOTE: Write down any error codes and problem descriptions exactly as they appear and follow the instructions on the screen.
After all tests have completed, close the test window to return to the Dell Diagnostics MainMenu.
Close the Main Menu windowto exit Dell Diagnostics and restart the computer.
Starting Dell Diagnostics From the Drivers and Utilities Media
Turn on your computer.
Press the eject button on the front of the optical drive to open the drive tray.
Place the Drivers and Utilities media in the center of the drive tray, then press the eject button or
gently push on the tray to close it.
Restart the computer.
When the DELL logo appears, press <F12> immediately.
NOTE: Keyboard failure may result when a key on the keyboard is held down for extended periods of time. To avoid possible keyboard failure, press and release <F12> in even intervals until the Boot Device Menu appears.
If you wait too long and the Windows logo appears, continue to wait until you see the Windows desktop, then shut down your computer and try again.
At the Boot Device Menu, use the up- and down-arrow keys or press the appropriate number on the
keyboard to highlight Onboard or USB CD-ROM, and then press <Enter>.
NOTE: The Quickboot feature changes the boot sequence for the current boot only. Upon restart, the computer boots according to the boot sequence specified in system setup.
At the CD-ROM Startup Menu, use the up- and down-arrow keys or press the appropriate number on
the keyboard to highlight Boot from CD-ROM, and then press <Enter>.
If you wait too long and the Windows logo appears, continue to wait until you see the Windows desktop, then shut down your computer and try again.
Press <1> to select the Dell Diagnostics.
At the Dell Diagnostics Menu, press <1> to select Dell Diagnostics (graphical user interface).
At the Dell Diagnostics Main Menu, left-click with the mouse, or press <Tab> and then <Enter>, to
select the test you want to run (see Dell Diagnostics Main Menu).
NOTE: Write down any error codes and problem descriptions exactly as they appear and follow the instructions on the screen.
After all tests have completed, close the test window to return to the Dell Diagnostics MainMenu.
Remove the Drivers and Utilities media, then close the Main Menu windowto exit Dell
Diagnostics and restart the computer.
Dell Diagnostics Main Menu
The following tests can be run from the Dell Diagnostics Main Menu:
Option
Function
Express Test
Performs a quick test of system devices. The test typically takes 10 to 20 minutes and requires no interaction on your part. Run Express Test first to increase the possibility of tracing the problem quickly.
Extended Test
Performs a thorough check of system devices. The test typically takes an hour or more and periodically requires your input to answer specific questions.
Custom Test
Tests a specific device in the system and can be used to customize the tests you want to run.
Symptom Tree
Lists a number of common symptoms and allows you to select a test based on the symptom of the problem you are having.
For any problem encountered during a test, a message appears with an error code and a description of the problem. Write down the error code and problem description exactly as it appears and follow the instructions on the screen. If you cannot resolve the problem, contact Dell (see Contacting Dell).
NOTE: The Service Tag for your computer is located at the top of each test screen. When contacting Dell support, have your Service Tag ready.
The following tabs provide additional information for tests run from the Custom Test or Symptom Tree option:
Tab
Function
Results
Displays the results of the test and any error conditions encountered.
Errors
Displays error conditions encountered, error codes, and the problem description.
Help
Describes the test and any requirements for running the test.
Configuration
(Custom Test only)
Displays the 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.
NOTE: The device list may not display the names of all the components installed on your computer or all devices attached to your computer.
Parameters
(Custom Test only)
Allows you to customize the test, if applicable, by changing the test settings.
Drivers
What Is a Driver?
A driver is a program that controls a device such as a printer, mouse, or keyboard. All devices require a driver program.
A driver acts like a translator between the device and any other programs that use the device. Each device has its own set of specialized commands that only its driver recognizes.
Dell ships your computer to you with required drivers already installed—no further installation or configuration is needed.
NOTICE: The Drivers and Utilities media may contain drivers for operating systems that are not on your computer. Ensure that you are installing software appropriate for your operating system.
Many drivers, such as the keyboard driver, come with your Microsoft Windows operating system. You may need to install drivers if you:
Upgrade your operating system.
Reinstall your operating system.
Connect or install a new device.
Identifying Drivers
If you experience a problem with any device, identify whether the driver is the source of your problem and, if necessary, update the driver.
Windows XP:
Click Start and clickControl Panel.
Under Pick a Category, click Performance and Maintenance®System®Hardware®Device
Manager.
Scroll down the list of devices and check for an exclamation point (a circle with a [!]) next to the
device name.
If an exclamation point appears next to the device name, you may need to reinstall the driver or install a new driver (see Drivers).
NOTE: The User Account Control window may appear. If you are an administrator on the computer, click Continue; otherwise, contact your administrator to continue.
Scroll down the list to see if any device has an exclamation point (a yellow circle with a [!]) on the
device icon.
If an exclamation point is next to the device name, you may need to reinstall the driver or install a new driver (see Reinstalling Drivers and Utilities).
Reinstalling Drivers and Utilities
NOTICE: The Dell Support website at support.dell.com and your Drivers and Utilities media provide approved drivers for Dell™ computers. If you install drivers obtained from other sources, your computer might not work correctly.
Using Windows Device Driver Rollback
If a problem occurs on your computer after you install or update a driver, use Windows Device Driver Rollback to replace the driver with the previously installed version.
Windows XP:
Click Start and click Control Panel.
Under Pick a Category®Performance and Maintenance®System® System Properties®Hardware®Device Manager.
Right-click the device for which the new driver was installed, then click Properties.
NOTE: The User Account Control window may appear. If you are an administrator on the computer, click Continue; otherwise, contact your administrator to enter the Device Manager.
Right-click the device for which the new driver was installed and click Properties.
Click Drivers and click Roll Back Driver.
If Device Driver Rollback does not resolve the problem, then use System Restore to return your computer to the operating state that existed before you installed the driver.
Using the Drivers and Utilities Media
If using Device Driver Rollback or System Restore does not resolve the problem, then reinstall the driver from the Drivers and Utilities media.
With the Windows desktop displayed, insert the Drivers and Utilities media.
If this is your first time to use the Drivers and Utilities media, go to step 2. If not, go to step 5.
When the Drivers and Utilities installation program starts, follow the prompts on the screen.
When the InstallShield Wizard Complete window appears, remove the Drivers and Utilities media
and click Finish to restart the computer.
When you see the Windows desktop, reinsert the Drivers and Utilities media.
At the Welcome Dell System Owner screen, click Next.
NOTE: The Drivers and Utilities media displays drivers only for hardware that came installed in your computer. If you installed additional hardware, the drivers for the new hardware might not be displayed by the Drivers and Utilities media. If those drivers are not displayed, exit the Drivers and Utilities media program. For drivers information, see the documentation that came with the device.
A message appears, stating that the Drivers and Utilities media is detecting hardware in your computer.
The drivers that are used by your computer are automatically displayed in the My Drivers—The Drivers and Utilities media has identified these components in your system window.
Click the driver that you want to reinstall and follow the instructions on the screen.
If a particular driver is not listed, that driver is not required by your operating system.
Manually Reinstalling Drivers
After extracting driver files from the Drivers and Utilities media to your hard drive, you may be required to update the driver manually.
Windows XP:
Click Start and clickControl Panel.
Under Pick a Category, click Performance and Maintenance®System® System Properties®Hardware®Device Manager.
Double-click the type of device for which you are installing the driver.
Right-click the device for which the driver is being reinstalled, then click Properties.
Click Driver® Update Driver®Install from a list or specific location (Advanced)®Next.
Click to check Include this location in the search, then click Browse and navigate to where the driver
files are located on your hard drive.
When the name of the appropriate driver appears, click Next.
NOTE: The User Account Control window may appear. If you are an administrator on the computer, click Continue; otherwise, contact your administrator to enter the Device Manager.
Double-click the type of device for which you are installing the driver (for example, Audio or Video).
Double-click the name of the device for which you are installing the driver.
Click Driver®Update Driver® Browse my computer for driver software.
Click Browse and browse to the location to which you previously copied the driver files.
When the name of the appropriate driver appears, click the name of the driver.
Click OK® Next®Finish and restart your computer.
Restoring Your Operating System
You can restore your operating system in the following ways:
System Restore returns your computer to an earlier operating state without affecting data files. Use System Restore as the first solution for restoring your operating system and preserving data files.
Dell PC Restore by Symantec (available in Windows XP) and Dell Factory Image Restore (available in Windows Vista) restore your hard drive to the operating state it was in when you purchased the computer. Both permanently delete all data on the hard drive and remove any programs installed after you received the computer. Use Dell PC Restore or Dell Factory Image Restore only if System Restore did not resolve your operating system problem.
If you received an Operating System disc with your computer, you can use it to restore your operating system. However, using the Operating System disc also deletes all data on the hard drive. Use the disc only if System Restore did not resolve your operating system problem.
Using Microsoft Windows System Restore
The Windows operating systems provide a System Restore option which allows you to return your computer to an earlier operating state (without affecting data files) if changes to the hardware, software, or other system settings have left the computer in an undesirable operating state. Any changes that System Restore makes to your computer are completely reversible.
NOTICE: Make regular backups of your data files. System Restore does not monitor your data files or recover them.
NOTE: The procedures in this document were written for the Windows default view, so they may not apply if you set your Dell™ computer to the Windows Classic view.
Starting System Restore
Windows XP:
NOTICE: Before you restore the computer to an earlier operating state, save and close any open files and exit any open programs. Do not alter, open, or delete any files or programs until the system restoration is complete.
Click Start®All Programs® Accessories® System Tools®System Restore.
Click either Restore my computer to an earlier time or Create a restore point.
Click Next and follow the remaining on-screen prompts.
Windows Vista:
Click Start.
In the Start Search box, type System Restore and press <Enter>.
NOTE: The User Account Control window may appear. If you are an administrator on the computer, click Continue; otherwise, contact your administrator to continue the desired action.
Click Next and follow the remaining prompts on the screen.
In the event that System Restore did not resolve the issue, you may undo the last system restore.
Undoing the Last System Restore
NOTICE: Before you undo the last system restore, save and close all open files and exit any open programs. Do not alter, open, or delete any files or programs until the system restoration is complete.
Windows XP:
Click Start®All Programs® Accessories® System Tools®System Restore.
Click Undo my last restoration and click Next.
Windows Vista:
Click Start
.
In the Start Search box, type System Restore and press <Enter>.
Click Undo my last restoration and click Next.
Enabling System Restore
NOTE: Windows Vista does not disable System Restore; regardless of low disk space. Therefore, the steps below apply only to Windows XP.
If you reinstall Windows XP with less than 200 MB of free hard-disk space available, System Restore is automatically disabled.
To see if System Restore is enabled:
Click Start®ControlPanel® Performance and Maintenance® System.
Click the System Restore tab and ensure that Turn off System Restore is unchecked.
Using Dell PC Restore and Dell Factory Image Restore
NOTICE: Using Dell PC Restore or Dell Factory Image Restore permanently deletes all data on the hard drive and removes any programs or drivers installed after you received your computer. If possible, back up the data before using these options. Use PC Restore or Dell Factory Image Restore only if System Restore did not resolve your operating system problem.
NOTE: Dell PC Restore by Symantec and Dell Factory Image Restore may not be available in certain countries or on certain computers.
Use Dell PC Restore (Windows XP) or Dell Factory Image Restore (Windows Vista) only as the last method to restore your operating system. These options restore your hard drive to the operating state it was in when you purchased the computer. Any programs or files added since you received your computer—including data files—are permanently deleted from the hard drive. Data files include documents, spreadsheets, e-mail messages, digital photos, music files, and so on. If possible, back up all data before using PC Restore or Factory Image Restore.
Windows XP: Dell PC Restore
Using PC Restore:
Turn on the computer.
During the boot process, a blue bar with www.dell.com appears at the top of the screen.
Immediately upon seeing the blue bar, press <Ctrl><F11>.
If you do not press <Ctrl><F11> in time, let the computer finish starting, and then restart the computer again.
NOTICE: If you do not want to proceed with PC Restore, click Reboot.
Click Restore and click Confirm.
The restore process takes approximately 6 to 10 minutes to complete.
When prompted, click Finish to reboot the computer.
NOTE: Do not manually shut down the computer. Click Finish and let the computer completely reboot.
When prompted, click Yes.
The computer restarts. Because the computer is restored to its original operating state, the screens that appear, such as the End User License Agreement, are the same ones that appeared the first time the computer was turned on.
Click Next.
The System Restore screen appears and the computer restarts.
After the computer restarts, click OK.
Removing PC Restore:
NOTICE: Removing Dell PC Restore from the hard drive permanently deletes the PC Restore utility from your computer. After you have removed Dell PC Restore, you will not be able to use it to restore your computer operating system.
Dell PC Restore enables you to restore your hard drive to the operating state it was in when you purchased your computer. It is recommended that you do not remove PC Restore from your computer, even to gain additional hard-drive space. If you remove PC Restore from the hard drive, you cannot ever recall it, and you will never be able to use PC Restore to return your computer operating system to its original state.
Log on to the computer as a local administrator.
In Microsoft Windows Explorer, go to c:\dell\utilities\DSR.
Double-click the filename DSRIRRemv2.exe.
NOTE: If you do not log on as a local administrator, a message appears stating that you that you must log on as administrator. Click Quit, and then log on as a local administrator.
NOTE: If the partition for PC Restore does not exist on your computer hard drive, a message appears stating that the partition was not found. Click Quit; there is no partition to delete.
Click OK to remove the PC Restore partition on the hard drive.
Click Yes when a confirmation message appears.
The PC Restore partition is deleted and the newly available disk space is added to the free space allocation on the hard drive.
Right-click Local Disk (C) in Windows Explorer, click Properties, and verify that the additional disk
space is available as indicated by the increased value for Free Space.
Click Finish to close the PC Restore Removal window and restart the computer.
Windows Vista: Dell Factory Image Restore
Using Factory Image Restore:
Turn on the computer. When the Dell logo appears, press <F8> several times to access the Vista
Advanced Boot Options Window.
Select Repair Your Computer.
The System Recovery Options window appears.
Select a keyboard layout and click Next.
To access the recovery options, log on as a local user. To access the command prompt, type
administrator in the User name field, then click OK.
Click Dell Factory Image Restore.
NOTE: Depending upon your configuration, you may need to select Dell Factory Tools, then Dell Factory Image Restore.
The Dell Factory Image Restore welcome screen appears.
Click Next.
The Confirm Data Deletion screen appears.
NOTICE: If you do not want to proceed with Factory Image Restore, click Cancel.
Click the checkbox to confirm that you want to continue reformatting the hard drive and restoring the
system software to the factory condition, then click Next.
The restore process begins and may take five or more minutes to complete. A message appears when the operating system and factory-installed applications have been restored to factory condition.
Click Finish to reboot the system.
Using the Operating System Media
Before you Begin
If you are considering reinstalling the Windows operating system to correct a problem with a newly installed driver, first try using Windows Device Driver Rollback. See Using Windows Device Driver Rollback. If Device Driver Rollback does not resolve the problem, then use System Restore to return your operating system to the operating state it was in before you installed the new device driver. See Using MicrosoftWindowsSystem Restore.
NOTICE: Before performing the installation, back up all data files on your primary hard drive. For conventional hard drive configurations, the primary hard drive is the first drive detected by the computer.
To reinstall Windows, you need the following items:
Dell™ Operating System media
Dell Drivers and Utilities media
NOTE: The Dell Drivers and Utilities media contains drivers that were installed during the assembly of the computer. Use the Dell Drivers and Utilities media to load any required drivers. Depending on the region from which you ordered your computer, or whether you requested the media, the Dell Drivers and Utilities media and Operating System media may not ship with your computer.
Reinstalling Windows XP or Windows Vista
The reinstallation process can take 1 to 2 hours to complete. After you reinstall the operating system, you must also reinstall the device drivers, virus protection program, and other software.
NOTICE: The Operating System media provides options for reinstalling Windows XP. The options can overwrite files and possibly affect programs that are installed on your hard drive. Therefore, do not reinstall Windows XP unless a Dell technical support representative instructs you to do so.
Save and close any open files and exit any open programs.
Insert the Operating System disc.
Click Exit if the Install Windows message appears.
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 Drive and press <Enter>.
Press any key to Boot from CD-ROM.
Follow the instructions on the screen to complete the installation.
Troubleshooting Software and Hardware Problems
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.
Windows XP:
Click Start andclick Help and Support.
Type hardware troubleshooter in the Search field and click the arrow to start the search.
Click Hardware Troubleshooter in the Search Results list.
In the Hardware Troubleshooter list, click I need to resolve a hardware conflict on my computer, and
click Next.
Windows Vista:
Click Startand click Help and Support.
Type hardware troubleshooterin the search field and press <Enter> to start the search.
In the search results, select the option that best describes the problem and follow the remaining
troubleshooting steps.
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