User Guide

	Overview		Internal Visual Inspection
	Initial User Contact		Running the Dell Diagnostics
	External Visual Inspection		Getting Help
	Observing the Boot Routine

Overview

This section describes basic troubleshooting procedures that can help you diagnose a system problem. These procedures can often reveal the source of a problem or indicate the correct starting point for servicing the system. Dell recommends that you perform the following procedures in the order presented.

NOTE: When you see the question "Is the problem resolved?" in a troubleshooting procedure, perform the operation that caused the problem.

Initial User Contact

When you first contact a user who has a problem, ask the user to describe the problem and the conditions under which it occurs.  After the user describes the problem, perform the following steps:

1. Ask the user to back up any data on the hard-disk drive if the system’s condition permits. 
   
   
2. Ask the user to try to duplicate the problem by repeating the operations he or she was performing at the time the problem occurred.
   
   Can the user duplicate the problem?
   
   Yes. Proceed to step 3.
   
   No. Proceed to the next section, "External Visual Inspection."
   
   

3. Observe the user to determine if he or she is making an error, such as typing an incorrect key combination or entering a command incorrectly.
   
   Is the problem a result of user error?
   
   Yes. Instruct the user in the proper procedure or direct the user to the appropriate user documentation for the correct procedure.
   
   No. Proceed to "External Visual Inspection."

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External Visual Inspection

Improperly set switches and controls and loose or improperly connected cables are the most likely source of problems for the system, monitor, or other peripherals (such as a printer, keyboard, mouse, or other external equipment). A quick check of all the switches, controls, and cable connections can easily solve these problems.

Figure 1 shows the back-panel connections on the system. Figure 2 shows the front-panel controls and indicators on the system.

Figure 1. Back-Panel Features

1 AC power receptacle 2 Optional redundant power supplies (1 or 2) 3 Mouse connector 4 10/100-Mbps NIC connector 5 Expansion slots (3) 6 Serial port 1 connector 7 Serial port 2 connector 8 Video connector 9 Parallel port connector 10 Gigabit NIC connector 11 USB connectors (2) 12 Keyboard connector

Figure 2. Front-Panel Features

1 Hard-disk drive activity indicator 2 System status indicator 3 Power button and power indicator 4 Diskette drive 5 CD-ROM drive

The external visual inspection consists of a quick inspection of the exterior of the system, the monitor, the keyboard, any peripherals, and cables. While performing the visual inspection, make any necessary corrections. To perform the external visual inspection, perform the following steps:

1. Turn off the system, the monitor, and all peripherals.
   
   
2. Verify that all power cables are properly connected to the system, the monitor and peripherals, and their power sources.
   
   
3. Verify that the keyboard and mouse interface cables are firmly attached to the proper connectors on the back of the system.
   
   For a PS/2-compatible mouse, the keyboard and mouse interface cable connectors are identical except for their labels.
   
   For a serial mouse, the mouse interface cable must be firmly attached to one of the serial port connectors, and its captive screws must be secure enough to ensure a firm connection.
   
   
4. Verify that network cables (if present) are properly attached.
   
   
5. Verify that any devices attached to the serial and parallel port connectors are properly connected.
   
   Each of the serial and parallel port interface cables must be firmly attached to an appropriate connector on the back of the system as well as to the interface connector on the device. The captive screws that secure these connectors at each end of the interface cable must be secure enough to ensure a firm connection.
   
   
6. Verify that the video interface cable is firmly attached to the video connector on the back panel or to a video expansion card and also to the connector on the back of the monitor.  For proper connection of the video monitor, see the documentation for the monitor.
   
   
7. Inspect all external monitor controls for any obvious damage or improper settings. For proper settings of the video monitor controls, see the documentation for the monitor.
   
   
8. Inspect the keyboard to ensure that no keys are sticking.  If one or more keys are sticking, it may be necessary to replace the keyboard.
   
   
9. Inspect the exterior of the system, including all controls and indicators, and all user-accessible data storage devices for any signs of physical damage.
   
   Does the inspection reveal any problems?
   
   Yes. Proceed to the appropriate procedure in "Removing and Replacing Parts."
   
   No. Proceed to "Observing the Boot Routine."

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Observing the Boot Routine

After you have performed an external visual inspection as described in the previous section, you should boot the system and, while the boot routine is running, observe the system for any indications of problems.

NOTE: Most of the steps in this procedure require observation of system functions and indications, some of which can occur simultaneously. It may be necessary to reboot the system several times to complete all of these steps.

To perform the following procedure, you need a Dell Diagnostics diskette created from the Dell OpenManage Server Assistant CD. If such a diskette is not available, you can create it as described in the systems User’s Guide. If a separate diagnostics diskette is included with the system, you may need to use that diskette.

To observe problem indications during the boot routine, perform the following steps:

1. If the system is off, turn on all peripherals and the system. Insert the Dell Diagnostics diskette into the diskette drive and reboot the system.
   
2. Check the power supply fan.
   
   Does the fan run normally?
   
   Yes. Proceed to step 3.
   
   No. Troubleshoot the system power supply.
   
   
3. Watch the Num Lock, Caps Lock, and Scroll Lock indicators on the upper-right corner of the keyboard. After all three indicators flash momentarily and following a long pause (approximately 30 seconds), the Num Lock indicator should light up and remain on (unless the Num Lock option is set to Off in the System Setup program).
   
   Do these indicators flash on and off within approximately 10 seconds after the boot routine starts?
   
   Yes. Proceed to step 4.
   
   No. Troubleshoot the system power supply. If the troubleshooting procedure indicates that the system power supply is operational, troubleshoot the memory.
   
   
4. During the boot routine, observe the system for any of the following indications:
   
   

Internal Visual Inspection

A simple visual inspection of a system’s interior hardware can often lead to the source of a problem, such as a loose expansion card, cable connector, or mounting screw. When you perform the visual inspection, see "System Features" to locate components referenced in the inspection procedure.

CAUTION: Before beginning to work inside the system, disconnect the power supply from the power source and the power supply cables from the power supply.

2. Open the system’s doors as described in "Opening the System Doors."

	CAUTION: The heat sink can get extremely hot during system operations. Be sure that it has had sufficient time to cool before touching it.
	CAUTION: When handling the heat-sink assembly, take care to avoid sharp edges on the heat sink.

3. Verify that the chips, memory modules, expansion cards, and microprocessor assemblies are fully seated in their sockets or connectors.
   
   

• To ensure that the chips are fully seated in their sockets, press firmly on the top of each chip.
  
  
• To remove and reseat a microprocessor and heat-sink assembly, perform the steps described in "Upgrading the Microprocessor or Installing a Secondary Microprocessor."
  
  
• To remove and reseat a memory module, perform the steps described in "Memory Modules."
  
  

4. If you need to remove and reseat an expansion card, remove the card as described in "Expansion Cards," and carefully reinsert the card in its connector until fully seated.
   
   
5. Verify that all jumpers are set correctly.
   
   For information about jumper settings, see "System Board Jumpers."
   
   
6. Check all cable connectors inside the system to verify that they are firmly attached to their appropriate connectors.
   
   
7. Close the system doors.
   
   
8. Reconnect the system and any attached peripherals to their power sources, and turn them on. 
   
   Does the problem appear to be resolved?
   
   Yes. No further steps are necessary.
   
   No. Proceed to "Getting Help."

Running the Dell Diagnostics

The Dell Diagnostics contains tests that aid in troubleshooting all major components of the system. To run the tests, you must first create the Dell Diagnostics diskette using the Dell OpenManage Server Assistant CD as described in "Using the Dell OpenManage Server Assistant CD" in the User’s Guide. If a separate Dell Diagnostics diskette is included with the system, you may need to use that diskette.

Starting the diagnostics causes the Dell logo screen to appear on the monitor, followed by a message indicating that the diagnostics is loading. Before the diagnostics loads, a program tests the portion of main memory (RAM) required for loading the diagnostics. If a RAM error is detected, a message telling you which memory module has failed appears on the screen.