This section describes computer hardware and software problems, offers
corrective actions, describes the Dell Diagnostics
utility, and provides system messages and codes. Before you call Dell for
technical assistance, complete the following tasks to help you resolve computer
problems:
The power light on the front panel
communicates codes that can help you determine whether there is a problem with
your computer. The following table lists the codes for the power light. For more
information, see "Diagnostic Lights."
Check the diagnostic lights to see if
the specific problem is identified.
Solid yellow
The Dell Diagnostics is running a
test, or a device on the system board may be faulty or incorrectly
installed.
Blinking yellow
There is a system board or power supply failure.
Basic Checks:
Check the diagnostic lights to see if the
specific problem is identified.
Test the electrical outlet: ensure that the electrical outlet is working
by testing it with a different device such as a lamp.
While diagnosing the problem, connect the computer power cable directly to
a known working electrical outlet to ensure that the computer turns on. Do
not connect it to a power protection device, UPS,
power strip, or extension cord.
Ensure that all power cables are firmly connected, verifying that each
power cable is adequately connected at the computer device and to the
electrical outlet.
Check for interference: electrical appliances on the same circuit or
operating in close proximity to the computer can cause interference.
Test the power cable: swap the power cables between the computer and the
monitor to see whether the problem symptoms change.
If the problem still exists after you complete the basic checks, fill out the
Diagnostics Checklist as you perform the
following steps:
Turn off the computer and devices,
disconnect them from their electrical outlets, and wait 10 to 20 seconds.
Reconnect the computer and devices to
their electrical outlets.
Turn on the computer.
Does the power light on the front of the computer light up?
The power light on the monitor communicates codes that can help you determine
whether there is a problem. The following table lists the codes for the monitor
power light. For more information, see the documentation that came with your
monitor.
Power is on, and the monitor is receiving video input from the
computer. The computer is operating normally.
Solid yellow
Power is on, but the monitor is not receiving video input from the
computer.
Basic Checks:
Run the monitor self-test as instructed in the monitor user's guide.
While diagnosing the problem, connect the monitor power cable directly to
a known working electrical outlet to ensure that the monitor turns on. Do
not connect it to a power protection device, UPS, power strip, or extension
cord.
Ensure that the monitor power cable is firmly connected, verifying that
the power cable is adequately connected at the monitor and to the electrical
outlet.
Test the electrical outlet: ensure that the electrical outlet is working
by testing it with a different device such as a lamp.
Test the power cable: swap the power cables between the computer and the
monitor to see whether the problem symptoms change.
If the monitor display is blank, the computer may be in suspended, or
hibernate, state. Push and release the power button, move the mouse, or
press a key on the keyboard to bring the computer out of the suspended
state.
Disconnect the monitor interface cable from the computer and check the
cable connector for bent or broken pins. Check for damaged or frayed cables.
If the monitor interface cable is not damaged, ensure that it is firmly
connected to the computer.
Adjust brightness and contrast settings on the monitor.
If the problem still exists after you complete the basic checks, fill out the
Diagnostics Checklist as you perform the
following steps:
Turn off the computer, wait 30 seconds,
and then turn the computer back on.
Allow 1 minute for the computer to
initialize its components, and then adjust the monitor's brightness and
contrast controls.
Turn off the computer and the monitor,
swap the monitor power cable with a known working cable such as the computer
cable, and then turn on the computer and monitor.
Is the monitor working properly?
Yes. You need a new power cable. Contact
Dell for technical assistance.
No. Go to the next question.
Do you have another monitor that is working properly?
Turn off the computer and the monitor,
wait 10 to 20 seconds, and disconnect the monitor. Connect a different
monitor to the computer and then turn them on.
Allow 1 minute for the computer to
initialize its components, and then adjust the monitor's brightness and
contrast controls.
Is the monitor readable?
Yes. The original monitor is defective. The problem is
resolved.
Connect the monitor power cable directly to an electrical outlet to verify
that the monitor turns on. Do not connect it to a power protection device,
UPS, power strip, or extension cord.
If the monitor display is blank, the computer may be in suspended, or
hibernate, state. Push and release the power button, move the mouse, or
press a key on the keyboard to bring the computer out of the suspended
state.
Disconnect the monitor interface cable from the computer and check the
cable connector for bent or broken pins. Check for damaged or frayed cables.
If the monitor interface cable is not damaged, ensure that it is firmly
connected to the computer.
Adjust brightness and contrast settings on the monitor.
Check for interference:
Electrical appliances on the same circuit or operating in
close proximity to the computer can cause interference.
Audio equipment and certain types of lamps operating in
immediate proximity to the computer can cause interference.
Restart the computer.
Enter system setup and ensure that Primary
Video Controller under the Integrated Devices option is set
correctly. An AGP or PCI
card will operate with Primary Video Controller set to either Auto
or the default setting AGP.
NOTE: If your
computer has both AGP and PCI video expansion cards installed, set Primary
Video Controller to AGP to use the AGP expansion card. Set Primary
Video Controller to Auto to use the PCI expansion card.
If the problem still exists after you complete the basic checks, fill out the
Diagnostics Checklist as you perform the
following steps:
Turn off the original computer and
monitor, wait 10 to 20 seconds, and disconnect the monitor.
Turn off your other computer, wait 10 to
20 seconds, and disconnect its monitor. Connect the monitor from the
original computer, and then turn them on.
Allow 1 minute for the computer to
initialize its components, and then adjust the monitor's brightness and
contrast controls.
Is the monitor readable?
Yes. The monitor is working properly. There may be a
problem with the video card in the original computer. Go to step
5.
Turn off the computer and monitor, wait 10
to 20 seconds, and disconnect the monitor. Connect the monitor back to the
original computer, and then turn them on.
Turn off nearby fans, lights, lamps, or
other electrical devices.
Is the monitor readable?
Yes. One or more of those devices was causing
interference. The problem is resolved.
If using a sound card, ensure that external audio devices are connected to
the sound card's connectors and not to the microphone, speaker/headphone, or
line-in connectors on the computer back panel (see "Back-Panel
Features").
Ensure that audio is not muted in the OS
settings. See the OS documentation for more information.
Adjust the volume control on the speakers, if it is provided.
Adjust the volume control in the audio software. For more information, see
the documentation for either your OS or your audio software.
If you are trying to listen to an audio CD,
try different CDs.
Reinstall the audio driver for your operating system.
Check for interference: electrical appliances on the same circuit or
operating in close proximity to the computer can cause interference.
If the problem still exists after you complete the basic checks, fill out the
Diagnostics Checklist as you perform the
following steps:
Turn off nearby fans, lights, lamps, or
other electrical devices.
Are the external speakers working properly?
Yes. One or more of those electrical devices was
causing interference. The problem is resolved.
Enter system
setup and ensure that Sound under the Integrated Devices option is set
to On. Then exit system setup properly to save the information, and turn on
the computer.
No. The printer is probably defective. If you bought
the printer from Dell, contact Dell for
technical assistance. If you did not, take it to an authorized service center
for repair.
NOTE: If you are
having a problem with a printer, see "Printer
Problems."
If a system message indicates a serial or parallel
port problem or if equipment connected to a port seems to perform incorrectly or
not at all, the source of the problem can be any of the following:
A faulty connection between the port and the device
Incorrect settings in the operating system's configuration files
A faulty cable between the port and the device
A faulty device
Faulty port logic on the system board
If the problem is with a serial port, conflicting COM
port settings
If the problem is with a parallel port, conflicting LPT
port settings
Incorrect or missing drivers
Basic Checks:
Check the diagnostic lights to see if the
specific problem is identified.
Disconnect the cable from the computer and check the cable connector for
bent or broken pins. Check for damaged or frayed cables.
If the cable is not damaged, ensure that it is firmly connected to the
computer.
Test the electrical outlet. Verify that the device is connected to a
working electrical outlet.
Verify that the device is turned on.
Check for interference: electrical appliances on the same circuit or
operating in close proximity to the computer can cause interference.
If the problem still exists after you complete the basic checks, fill out the
Diagnostics Checklist as you perform the
following steps:
Enter system
setup and check the Integrated Devices option settings. Then exit system
setup properly to save the information, and reboot the computer.
For a serial device, check the Serial Port options; for
a parallel device, check the Parallel Port options. See the device's
documentation for additional information on port settings and configuration
requirements.
These device groups check the basic functions of the system
board's I/O port logic. If a printer is
connected to the parallel port, the Parallel Ports device group tests the
communication link between the system board's I/O port logic and the printer.
If the problem is confined to a particular
application program, see the application program's documentation for
specific port configuration requirements.
If you are using a PS/2
mouse, enter system setup and ensure that
Mouse Port under the Integrated Devices option is set to On. Then exit
system setup properly to save the information, and reboot the computer.
Turn off the original computer, wait 10 to
20 seconds, and disconnect the mouse.
Turn off your other computer, wait 10 to
20 seconds, and disconnect its mouse. Connect the mouse from the original
computer, and then turn the computer on.
Is the mouse working properly?
Yes. There is a problem with the original computer. Contact
Dell for technical assistance.
No. The mouse may be defective. Contact
Dell for technical assistance.
Connect a different mouse to the computer,
and then turn the computer on.
Is the mouse working properly?
Yes. The original mouse is defective. The problem is
resolved.
Check the diagnostic lights to see if the
specific problem is identified.
Disconnect the cable from the computer and check the cable connector for
bent or broken pins. Check for damaged or frayed cables.
Ensure that the cable is firmly connected to the computer.
If you are using a USB keyboard, ensure that you connect to one of the
Port 1 USB connectors on the computer back panel (see "Back-Panel
Features").
If you are using a PS/2 keyboard that can be configured with various
switch settings, ensure that the switch is set to PS/2, Enhanced XT/AT, or
PC/AT. The switch settings are usually on the bottom of the keyboard,
sometimes behind a panel. Refer to the documentation that came with the
keyboard for more information.
Check for interference. Keyboard extension cables can cause problems.
Restart the computer.
If the problem still exists after you complete the basic checks, fill out the
Diagnostics Checklist as you perform the
following steps:
Turn off the computer, wait 30 seconds,
and turn it on again.
During the boot routine, do the Num Lock, Caps Lock, and
Scroll Lock lights on the keyboard blink momentarily?
Turn off the original computer, wait 10 to
20 seconds, and disconnect the keyboard.
Turn off your other computer, wait 10 to
20 seconds, and disconnect its keyboard. Connect the keyboard from the
original computer, and then turn the computer on.
Is the keyboard working properly?
Yes. There is a problem with the original computer. Contact
Dell for technical assistance.
No. The keyboard may be defective. Contact
Dell for technical assistance.
Connect a different keyboard to the
computer, and then turn the computer on.
Is the keyboard working properly?
Yes. The original keyboard is defective. The problem is
resolved.
During the POST, the computer checks the
diskette drive, comparing its characteristics with the system configuration
information. The diskette- drive access light blinks as the computer performs
this check.
Basic Checks:
Check the diagnostic lights to see if the
specific problem is identified.
If you hear an unfamiliar scraping or grinding sound when a drive is
accessed, there could be a hardware malfunction. Contact
Dell for technical assistance.
When you turn on the computer, you can hear drive activity during the boot
routine. If your computer does not boot, contact
Dell for technical assistance.
If you are trying to copy data to the diskette, ensure that it is not
write- protected.
Try a different diskette in the drive. If the new diskette works, the
original one may be defective.
Test the diskette drive access light by using one of the following
methods:
Using MS-DOS®, insert a diskette into the drive, type dir
a: at the prompt, and press <Enter>.
Using Microsoft Windows, insert a diskette into the drive,
open My Computer from the desktop, and double-click the diskette drive
icon.
NOTICE: Before
disconnecting a device from the computer, wait 10 to 20 seconds after
disconnecting the computer from its electrical outlet. Before removing a
component from the system board, verify that the standby power light on
the system board has turned off. To locate this light, see "System
Board Components" or the interior service label.
Check the diagnostic lights to see if the
specific problem is identified.
If you hear an unfamiliar scraping or grinding sound when a drive is
accessed, there could be a hardware malfunction. Contact
Dell for technical assistance.
When you turn on the computer, you can hear drive activity during the boot
routine. If your computer does not boot, contact
Dell for technical assistance.
Test the hard drive by using one of the following methods:
For Windows 2000 and Windows XP, run the chkdsk utility by
following these steps:
Click the Start button, select Shutdown, and
then click Restart the Computer.
At the C: prompt, type: CD\Windows\Command
and press <Enter>.
Type chkdsk and press
<Enter>.
This utility creates and displays a status report and lists
and corrects errors on the disk.
For Windows NT, run the error-checking utility by
double-clicking My Computer and selecting the hard drive that you
want to check. Click the right mouse button, select Properties,
then click Tools, and select Check Now in the Error
Checking section.
For MS-DOS, type scandisk x:
at an MS-DOS prompt, where x is the hard drive
letter, and press <Enter>.
If the problem still exists after you complete the basic checks, fill out the
Diagnostics Checklist as you perform the
following steps.
NOTICE: Before
disconnecting a device from the computer, wait 10 to 20 seconds after
disconnecting the computer from its electrical outlet. Before removing a
component from the system board, verify that the standby power light on
the system board has turned off. To locate this light, see "System
Board Components" or the interior service label.
Enter system
setup and ensure that the problem drive is configured correctly. Make
any necessary changes, and reboot the computer.
Test the hard drive by using one of the
following methods:
Run the chkdsk
utility by following these steps:
Click the Start button, select Shutdown, and
then click Restart the Computer.
At the C: prompt, type: CD\Windows\Command
and press <Enter>.
Type chkdsk and press
<Enter>.
This utility creates
and displays a status report and lists and corrects errors on the disk.
For Windows NT, run the error-checking utility by
double-clicking My Computer and selecting the hard drive that you
want to check. Click the right mouse button, select Properties,
then click Tools, and select Check Now in the Error
Checking section.
For MS-DOS, type scandisk x: at
an MS-DOS prompt, where x is the hard drive
letter, and press <Enter>.
Ensure that the DC
power cables from the power supply are firmly connected to the connectors on
each drive. Also verify that the interface cable for each drive is firmly
connected to the drive and to the system board.
Ensure that the front panel cable is
firmly connected to the system board and the front panel. Also ensure that
the control panel cable is firmly connected to the front panel.
The control panel contains the hard drive activity light. To
locate the system board and front panel connectors, see "System
Board Components" and "Front Panel
Components." Also, see the interior service label.
Reconnect the computer and devices to
their electrical outlets, and turn them on.
Does the hard drive activity light blink during the boot
routine?
Yes. Go to the next question.
No. The system board may be faulty. Contact
Dell for technical assistance.
Does the computer display a drive error message?
Yes. See "System
Messages" for an explanation of the message. If you cannot correct the
problem by performing the action described in the table, then contact
Dell for technical assistance.
No. Go to the next question.
Is this the primary hard drive that contains the operating
system?
If an error message indicates a problem with the battery or if configuration
information is lost from system setup when the
computer is turned off, the battery may be defective.
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.
NOTICE: Before
disconnecting a device from the computer, wait 10 to 20 seconds after
disconnecting the computer from its electrical outlet. Before removing a
component from the system board, verify that the standby power light on
the system board has turned off. To locate this light, see "System
Board Components" or the interior service label.
Turn off the computer and devices,
disconnect them from their electrical outlets, and wait 10 to 20 seconds.
If an error message indicates an expansion-card
problem or if an expansion card seems to perform incorrectly or not at all, the
problem could be a faulty connection, a conflict with software or other
hardware, or a faulty expansion card. Before you perform the following steps,
check the diagnostic lights to see if the
specific problem is identified. Also, ensure that a hardware
conflict does not exist between devices.
NOTICE: Before
disconnecting a device from the computer, wait 10 to 20 seconds after
disconnecting the computer from its electrical outlet. Before removing a
component from the system board, verify that the standby power light on
the system board has turned off. To locate this light, see "System
Board Components" or the interior service label.
Run the diagnostics provided by the
manufacturers of all expansion cards installed in your computer.
NOTE: The
manufacturers of many expansion cards, such as video, network interface,
and sound cards, provide diagnostics programs. If you do not have any
diagnostics for your cards, go to step 2.
NOTE: If your
primary hard drive is connected to a drive controller card and not one of
the system board enhanced integrated drive electronics (EIDE) connectors,
leave the drive controller card installed in the computer.
Verify the type of network device to which you are connecting the
computer. A hub typically operates at 10 Mbps. A switch operates at 10 or
100 Mbps. Ensure that the network adapter is configured for the appropriate
speed. See the Dell Diagnostics.
Disconnect the AC
power cable from the computer, wait 10 to 20 seconds, and reconnect the AC
power cable.
Press the power button to turn on the
computer.
NOTICE: If your
computer is not responding, turning off power or unplugging the power cord
should be done only as a last resort. Doing so can cause problems with
system settings and configuration.
Spills, splashes, and excessive humidity can cause damage to the computer. If
an external device, such as a printer or modem, gets wet, contact the
manufacturer of the device for instructions.
NOTICE: Before
disconnecting a device from the computer, wait 10 to 20 seconds after
disconnecting the computer from its electrical outlet. Before removing a
component from the system board, verify that the standby power light on
the system board has turned off. To locate this light, see "System
Board Components" or the interior service label.
NOTE: If your
primary hard drive is connected to a drive controller card and not one of
the system board EIDE connectors, leave the drive controller card
installed in the computer.
NOTICE: Before
disconnecting a device from the computer, wait 10 to 20 seconds after
disconnecting the computer from its electrical outlet. Before removing a
component from the system board, verify that the standby power light on
the system board has turned off. To locate this light, see "System
Board Components" or the interior service label.
Hardware conflicts occur when the operating system detects multiple devices
that are attempting to operate on the same system resources when those resources
cannot be shared between the devices.
Symptoms:
Computer hangs or locks up, particularly while using a specific device.
Memory parity errors occur on a parity-enabled computer.
Noise or other problems from sound cards.
Unintelligible characters printed on the printer.
Mouse pointer hangs and will not move or moves in a stuttering fashion.
Messages stating that the computer is not operating at maximum
performance.
While running Microsoft Windows, the computer switches to Safe Mode.
Errors and crashes of applications for no apparent reason.
During POST, the computer checks the computer's memory, determines the amount
of installed memory, and then writes to and reads from the number of available
bytes to ensure proper operation.
Check the diagnostic lights to see if the
specific problem is identified.
If an insufficient memory message appears, save and close any open files
and exit any open application programs not in use. Consider installing
additional system memory.
If you have the optional memory riser boards installed, reseat the riser
boards.
Reseat the memory modules in system board or riser board sockets.
If you are not using the optional memory riser boards, verify that all
system board memory sockets contain a RIMM
or CRIMM.
Memory modules must be installed in matched pairs. Ensure that the modules
installed in system board or memory riser board socket pairs are identical.
To identify system board socket pairs, see "System
Board Memory Components." To identify memory riser board socket
pairs, see "Memory Riser Board Components."
If the problem still exists after you complete the basic checks, fill out the
Diagnostics Checklist as you perform the
following steps.
NOTICE: Before
disconnecting a device from the computer, wait 10 to 20 seconds after
disconnecting the computer from its electrical outlet. Before removing a
component from the system board, verify that the standby power light on
the system board has turned off. To locate this light, see "System
Board Components" or the interior service label.
Enter system
setup and ensure that the value for System Memory matches the
actual amount of memory installed in the computer.
Does the memory total correctly match the actual amount of
memory installed in the computer?
Yes. The computer updated the memory count when you
restarted the computer. The problem is resolved.
During POST, the computer checks the computer's microprocessor
and determines its operational specifications. This information is stored in system
setup. The computer also determines whether one or two microprocessors are
installed, and then verifies whether two installed microprocessors are identical
to ensure proper operation.
Basic Checks:
Check the diagnostic lights to see if the
specific problem is identified.
If two microprocessors are installed, ensure that they are identical. The
computer may not start or function properly if two microprocessors are
installed that are not identical:
If two microprocessors are installed, ensure that a VRM
is installed for each processor.
If two microprocessors are installed, ensure that the VRMs are identical.
The computer may not start or function properly if two VRMs are installed
that are not identical.
If a system message indicated a problem
with one or both of the microprocessors, the processor(s) may need to be
replaced.
If a system message indicated a problem with one or both of the VRMs, the
VRM(s) may need to be replaced.
NOTICE: Before
disconnecting a device from the computer, wait 10 to 20 seconds after
disconnecting the computer from its electrical outlet. Before removing a
component from the system board, verify that the standby power light on
the system board has turned off. To locate this light, see "System
Board Components" or the interior service label.
A system board problem can result from a defective system board component, a
faulty power supply, or a defective component connected to the system board.
Before you perform the following steps, check the diagnostic
lights to see if the specific problem is identified. If a system
message indicates a system board problem, fill out the Diagnostics
Checklist as you perform the following steps.
NOTICE: Before
disconnecting a device from the computer, wait 10 to 20 seconds after
disconnecting the computer from its electrical outlet. Before removing a
component from the system board, verify that the standby power light on
the system board has turned off. To locate this light, see "System
Board Components" or the interior service label.
NOTICE: Before
disconnecting a device from the computer, wait 10 to 20 seconds after
disconnecting the computer from its electrical outlet. Before removing a
component from the system board, verify that the standby power light on
the system board has turned off. To locate this light, see "System
Board Components" or the interior service label.
Turn off the computer and devices,
disconnect them from their electrical outlets, and wait 10 to 20 seconds.
Install a jumper plug on the RTCRST jumper
pins and then remove it.
This resets the BIOS settings to the factory configuration.
See "Jumper Settings"
to locate the real-time clock reset jumper (labeled "RTCRST") on the
system board.
NOTE: If you do not
have a spare jumper, you can use the PSWD jumper. However, ensure that you
install the PSWD jumper back on the PSWD pins before you turn on the
computer.
NOTE: After you
reset the computer using the RTCRST jumper, you must enter system
setup and restore any option settings that were not in your default
configuration.
