Manuals

Manuals
Troubleshooting: Dell Latitude E6400 and E6400 ATG and <br> Mobile Workstation Precision M2400 Service Manual

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Troubleshooting

Dell™ Latitude™ E6400 and E6400 ATG and
Mobile Workstation Precision™ M2400 Service Manual

  Troubleshooting Tools

  Solving Problems

  Dell Technical Update Service

  Dell Support Utility



Troubleshooting Tools

Diagnostic Lights

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions that shipped with your computer.

Your computer has three keyboard status lights located above the keyboard. During normal operation, the keyboard status lights display the current status (on or off) of the Num Lock, Caps Lock, and Scroll Lock features. If the computer starts without error, the lights flash, and then turn off. If the computer malfunctions, however, you can use the status of the lights to help identify the problem.

NOTE: After the computer completes POST, the Num Lock light may remain on, depending on your BIOS settings. For more information on using the system setup program, see the Dell™ Technology Guide on your computer or at support.dell.com.

Diagnostic Light Codes During POST

To troubleshoot a problem with your computer, read the sequence of the keyboard status lights in order from left to right (Num Lock, Caps Lock, and then Scroll Lock). If the computer malfunctions, the individual lights display a status of either On , Off , or Flashing .

Light Pattern

Problem Description

Suggested Resolution

No memory modules are detected.

  • If two or more memory modules are installed, remove the modules (see Removing a Memory Module), then reinstall one module (see Replacing a Memory Module) 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 Memory).
  • If the problem persists, contact Dell Support.

Memory modules are detected, but a memory failure has occurred.

  • If two or more memory modules are installed, remove the modules (see Removing a Memory Module), then reinstall one module (see Replacing a Memory Module) 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 Memory).
  • If the problem persists, contact Dell Support.

Memory failed to initialize or memory is unsupported.

  • If two or more memory modules are installed, remove the modules (see Removing a Memory Module), then reinstall one module (see Replacing a Memory Module) 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 Memory).
  • If the problem persists, contact Dell Support.

System board failure has occurred.

  • Contact Dell Support.

A possible processor failure has occurred.

  • Reseat the processor (see Processor Module).
  • If the problem persists, contact Dell Support.

A possible graphics card/video failure has occurred.

  • Reseat any installed graphics cards.
  • If available, install a working graphics card into your computer.
  • If the problem persists, contact Dell Support.

A possible LCD failure has occurred.

  • Reseat the LCD cable (see Display Assembly).
  • If the problem persists, contact Dell Support.

System failed on hard drive initialization.

  • Reseat the hard drive (see Hard Drive).
  • If the problem persists, contact Dell Support.

System failed in Option ROM initialization.

  • If you have added any plug-in hardware with an option ROM, try removing or reseating it.
  • If the problem persists, contact Dell Support.

A possible modem failure has occurred.

  • If available, install a working modem into your computer.
  • If the problem persists, contact contact Dell Support.

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.

Microsoft® Windows® XP:

  1. Click Start® Help and Support.

  2. Type hardware troubleshooter in the search field and press <Enter> to start the search.

  3. In the Fix a Problem section, click Hardware Troubleshooter.

  4. In the Hardware Troubleshooter list, select the option that best describes the problem and click Next to follow the remaining troubleshooting steps.

Microsoft Windows Vista®:

  1. Click the Windows Vista start button , and click Help and Support.

  2. Type hardware troubleshooter in the search field and press <Enter> to start the search.

  3. In the search results, select the option that best describes the problem and follow the remaining troubleshooting steps.

Dell Diagnostics

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions that shipped with your computer

When to Use the Dell Diagnostics

If you experience a problem with your computer, perform the checks in Solving Problems, and then run the Dell Diagnostics before contacting Dell for assistance.

Start the Dell Diagnostics from your hard drive or from the Drivers and Utilities media provided with your computer.

NOTE: The Drivers and Utilities media is optional and may not ship with your computer.
NOTE: The Dell Diagnostics only operate on Dell computers.

Starting the Dell Diagnostics From Your Hard Drive

Before running the Dell Diagnostics, enter system setup to review your computer's configuration information, and ensure that the device you want to test is displayed in system setup and is active. For more information on using the system setup program, see the Dell™ Technology Guide on your computer or at support.dell.com.

The Dell Diagnostics is located on a separate diagnostic utility partition on your hard drive.

NOTE: If the computer is connected to a docking device (docked), undock it. See the documentation that came with your docking device for instructions.
NOTE: If your computer does not display a screen image, contact Dell Support.
  1. Ensure that the computer is connected to an electrical outlet that is known to be working properly.

  2. Press and hold the <Fn> key or the mute button then turn on your computer.

NOTE: Alternatively, you can select Diagnostics from the one-time boot menu at startup to boot to the diagnostic utility partition and run 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.

      • During the assessment, answer any questions that appear.

      • If failures are detected during the Pre-boot System Assessment, write down the error code(s) and contact Dell Support.

      • If the Pre-boot System Assessment completes successfully, the following message appears: "Booting Dell Diagnostic Utility Partition. Press any key to continue."

NOTE: If you see a message stating that no diagnostics utility partition has been found, run the Dell Diagnostics from your Drivers and Utilities media (see Starting the Dell Diagnostics From the Drivers and Utilities Media).
  1. Press any key to start the Dell Diagnostics from the diagnostics utility partition on your hard drive.

  2. Press <Tab> to select Test System and then press <Enter>.

NOTE: It is recommended that you select Test System to run a complete test on your computer. Selecting Test Memory initiates the extended memory test, which can take up to thirty minutes or more to complete. When the test completes, record the test results and then press any key to return to the previous menu.
  1. At the Dell Diagnostics Main Menu, left-click with the touch pad/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.
  1. After all tests have completed, close the test window to return to the Dell Diagnostics Main Menu.

  2. Close the Main Menu window to exit the Dell Diagnostics and restart the computer.

NOTE: If you see a message stating that no diagnostics utility partition has been found, run the Dell Diagnostics from your Drivers and Utilities media (see Starting the Dell Diagnostics From the Drivers and Utilities Media).

Starting the Dell Diagnostics From the Drivers and Utilities Media

Before running the Dell Diagnostics, enter system setup to review your computer's configuration information, and ensure that the device you want to test is displayed in system setup and is active. For more information on using the system setup program, see the Dell™ Technology Guide on your computer or at support.dell.com.

  1. Insert the Drivers and Utilities media into the optical drive.

  2. Restart your computer.

  3. 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.

  1. When the boot device list appears, use the up- or down- arrow keys to highlight CD/DVD/CD-RW Drive then press <Enter>.

NOTE: Using the one-time boot menu changes the boot sequence for the current boot only. Upon restart, the computer boots according to the boot sequence specified in system setup.
  1. Press any key to confirm that you want to start from the CD/DVD.

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.

  1. Type 1 to Run the 32 Bit Dell Diagnostics.

  2. At the Dell Diagnostics Menu, type 1 to select Dell 32-bit Diagnostics for Resource CD (graphical user interface).

  3. Press <Tab> to select Test System and then press <Enter>.

NOTE: It is recommended that you select Test System to run a complete test on your computer. Selecting Test Memory initiates the extended memory test, which can take up to thirty minutes or more to complete. When the test completes, record the test results and then press any key to return to the previous menu.
  1. 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.
  1. After all tests have completed, close the test window to return to the Dell Diagnostics Main Menu.

  2. Close the Main Menu window to exit the Dell Diagnostics and restart the computer.

  3. Remove the Drivers and Utilities media from the optical drive.

Dell Diagnostics Main Menu

After the Dell Diagnostics loads, the following menu appears:

Option

Function 

Test Memory

Run the stand-alone memory test

Test System

Run system diagnostics

Exit

Exit the diagnostics

Press <Tab> to select the test you want to run and then press <Enter>.

NOTE: It is recommended that you select Test System to run a complete test on your computer. Selecting Test Memory initiates the extended memory test, which can take up to thirty minutes or more to complete. When the test completes, record the test results and then press any key to return to this menu.

After Test System is selected, the following menu appears:

Option

Function 

Express Test

Performs a quick test of devices in the system. This typically can take 10 to 20 minutes.

NOTE: The Express Test requires no interaction on your part. Run Express Test first to increase the possibility of tracing a problem quickly.

Extended Test

Performs a thorough check of devices in the system. This typically can take an hour or more.

NOTE: The Extended Test periodically requires your input to answer specific questions.

Custom Test

Use to test a specific device or customize the tests to be run.

Symptom Tree

This option allows you to select tests based on a symptom of the problem you are having. This option lists the most common symptoms.

NOTE: It is recommended that you select Extended Test to perform a more thorough check of devices in the computer.

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 Support.

NOTE: When contacting Dell Support, have your Service Tag ready. The Service Tag for your computer is located at the top of each test screen.

The following tabs provide additional information for tests run from the Custom Test or Symptom Tree option:

Tab

Function 

Results

Displays the results of the test and any error conditions encountered.

Errors

Displays error conditions encountered, error codes, and the problem description.

Help

Describes the test and any requirements for running the test.

Configuration

Displays 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 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 components installed on your computer or all devices attached to your computer.

Parameters

Allows you to customize the test, if applicable, by changing the test settings.

Error Messages

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions that shipped with your computer.

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:

  1. Click Start® Control Panel® Add or Remove Programs® Programs and Features.
  2. Select the program you want to remove.
  3. Click Uninstall.
  4. See the program documentation for installation instructions.

Windows Vista:

  1. Click Start ® Control Panel® Programs® Programs and Features.
  2. Select the program you want to remove.
  3. Click Uninstall.
  4. 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 Support.


Solving Problems

Follow these 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, 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 that shipped with your computer.

Drive Problems

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions that shipped with your computer.

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.

Clean the drive or disk —

For information on cleaning your computer, see the Dell™ Technology Guide on your computer or at support.dell.com.

Check the cable connections

Run the Hardware Troubleshooter —

See Hardware Troubleshooter.

Run the Dell Diagnostics —

See Dell Diagnostics.

Optical drive problems

NOTE: High-speed optical drive vibration is normal and may cause noise, which does not indicate a defect in the drive or the media.
NOTE: Because of different regions worldwide and different disc formats, not all DVD titles work in all DVD drives.

Adjust the Windows volume control —

  • Click the speaker icon in the lower-right corner of your screen.
  • Ensure that the volume is turned up by clicking the slidebar and dragging it up.
  • Ensure that the sound is not muted by clicking any boxes that are checked.

Check the speakers and subwoofer —

See Sound and Speaker Problems.

Problems writing to an optical drive

Close other programs —

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 —

For information about setting power options, see the Dell™ Technology Guide on your computer or at support.dell.com. You can also search for the keyword standby in Windows Help and Support for information on power management modes.

Hard drive problems

Run Check Disk —  

Windows XP:

  1. Click Start and click My Computer.
  2. Right-click Local Disk C:.
  3. Click Properties® Tools® Check Now.
  4. Click Scan for and attempt recovery of bad sectors and click Start.

Windows Vista:

  1. Click Start and click Computer.
  2. Right-click Local Disk C:.
  3. 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.

  1. Follow the instructions on the screen.

IEEE 1394 Device Problems

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions that shipped with your computer.
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 —  For more information on using the system setup program, see the Dell™ Technology Guide on your computer or at support.dell.com.

Ensure that the IEEE 1394 device is recognized by Windows —

Windows XP:

  1. Click Start and click Control Panel.
  2. Under Pick a Category, click Performance and Maintenance® System® System Properties ® Hardware® Device Manager.

Windows Vista:

  1. Click Start ® Control Panel® Hardware and Sound.
  2. Click Device Manager.

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

If you have problems with a Dell IEEE 1394 device —

Contact Dell Support. 

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

Lockups and Software Problems

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions that shipped with your computer.

The computer does not start up

Check the diagnostic lights —

See Power Problems.

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

  1. Press <Ctrl><Shift><Esc> simultaneously to access the Task Manager.
  2. Click the Applications tab.
  3. Click to select the program that is no longer responding.
  4. 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.

  1. Click Start® All Programs® Accessories® Program Compatibility Wizard® Next.
  2. 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.

  1. Click Start ® Control Panel® Programs® Use an older program with this version of Windows.
  2. In the welcome screen, click Next.
  3. 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 that shipped with your computer.

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 Replacing a Memory Module).
  • Reseat the memory modules (see Memory) to ensure that your computer is successfully communicating with the memory.
  • Run the Dell Diagnostics (see Dell Diagnostics).

If you experience other memory problems —  

  • 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 Replacing a Memory Module).
  • 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 Setup and Quick Reference Guide for your computer at support.dell.com.
  • Run the Dell Diagnostics (see Dell Diagnostics).

Power Problems

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions that shipped with your computer.

If the power light is blue and the computer is not responding — See Diagnostic Lights.

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.

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

Sound and Speaker Problems

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions that shipped with your computer.

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.

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.

Eliminate possible interference — Turn off nearby fans, fluorescent lights, or halogen lamps to check for interference.

Run the Hardware Troubleshooter — See Hardware Troubleshooter.

No sound from headphones

Check the headphone cable connection — Ensure that the headphone cable is securely inserted into the headphone connector. See the Setup and Quick Reference Guide for your computer at support.dell.com.

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 Display Problems

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions that shipped with your computer.
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.

Check the diagnostic lights —

See Diagnostic Lights.

Check the display settings —

See the Dell™ Technology Guide on your computer or at support.dell.com.

Adjust the Windows display settings —  

Windows XP:

  1. Click Start® Control Panel® Appearance and Themes.
  2. Click the area you want to change or click the Display icon.
  3. Try different settings for Color quality and Screen resolution.

Windows Vista:

  1. Click Start ® Control Panel® Hardware and Sound® Personalization® Display Settings.
  2. Adjust Resolution and Colors settings, as needed.

Only part of the display is readable

Connect an external monitor —

  1. Shut down your computer and connect an external monitor to the computer.

  2. 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 Support.


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.


Dell Support Utility

The Dell Support Utility is installed on your computer and available from the Dell Support, , icon on the taskbar or from the Start button. Use this support utility for self-support information, software updates, and health scans of your computing environment.

Accessing the Dell Support Utility

Access the Dell Support Utility from the icon on the taskbar or from the Start menu.

If the Dell Support icon does not appear in your taskbar:

  1. Click Start® All Programs® Dell Support® Dell Support Settings.

  2. Ensure that the Show icon on the taskbar option is checked.

NOTE: If the Dell Support Utility is not available from the Start menu, go to support.dell.com and download the software.

The Dell Support Utility 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 Icon

Click or right-click the icon to perform the following tasks:

  • Check your computing environment.

  • View the Dell Support Utility settings.

  • Access the help file for the Dell Support Utility.

  • View frequently asked questions.

  • Learn more about the Dell Support Utility.

  • Turn the Dell Support Utility off.

Double-Clicking the Dell Support Icon

Double-click the icon to manually check your computing environment, view frequently asked questions, access the help file for the Dell Support Utility, and view Dell Support settings.

For more information about the Dell Support Utility, click the question mark (?) at the top of the Dell Support screen.


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