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13 Troubleshooting 107 Dell Technical Update Service 107 Dell Diagnostics 107 Dell Support Utility 111 Drive Problems 112 Optical drive problems 113 Hard drive problems 114 E-Mail and Internet Problems 114 Error Messages 115 ExpressCard Problems...program stops responding or crashes repeatedly 123 A program is designed for an earlier Microsoft® Windows® operating system 124 A solid blue screen appears 124 Dell MediaDirect problems 124 Other software problems 125 Memory Problems 126 Network Problems 126 Mobile Broadband (Wireless Wide Area Network [WWAN]) 127 8 Contents
13 Troubleshooting 107 Dell Technical Update Service 107 Dell Diagnostics 107 Dell Support Utility 111 Drive Problems 112 Optical drive problems 113 Hard drive problems 114 E-Mail and Internet Problems 114 Error Messages 115 ExpressCard Problems...program stops responding or crashes repeatedly 123 A program is designed for an earlier Microsoft® Windows® operating system 124 A solid blue screen appears 124 Dell MediaDirect problems 124 Other software problems 125 Memory Problems 126 Network Problems 126 Mobile Broadband (Wireless Wide Area Network [WWAN]) 127 8 Contents
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...may be available in certain countries. NOTE: Additional information may not ship with your documentation. Find It Here • A diagnostic program for my computer Drivers and Utilities Media • Drivers for technicians or experienced users. NOTE: Drivers and documentation updates can... use the media to reinstall drivers (see "Reinstalling Drivers and Utilities" on page 136), to run the Dell Diagnostics (see "Dell Diagnostics" on page 107), or to your computer or advanced technical-reference material for my computer • My device documentation •...
...may be available in certain countries. NOTE: Additional information may not ship with your documentation. Find It Here • A diagnostic program for my computer Drivers and Utilities Media • Drivers for technicians or experienced users. NOTE: Drivers and documentation updates can... use the media to reinstall drivers (see "Reinstalling Drivers and Utilities" on page 136), to run the Dell Diagnostics (see "Dell Diagnostics" on page 107), or to your computer or advanced technical-reference material for my computer • My device documentation •...
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...setup and is recommended that the device you want to support.dell.com/technicalupdate. Start the Dell Diagnostics from your hard drive or from your computer. Troubleshooting Dell Technical Update Service The Dell Technical Update service provides proactive e-mail notification of the procedures... the Product Information Guide. When to Use the Dell Diagnostics If you experience a problem with your computer's configuration information, and ensure that you print these procedures before you receive notifications. Dell Diagnostics CAUTION: Before you begin any of software and ...
...setup and is recommended that the device you want to support.dell.com/technicalupdate. Start the Dell Diagnostics from your hard drive or from your computer. Troubleshooting Dell Technical Update Service The Dell Technical Update service provides proactive e-mail notification of the procedures... the Product Information Guide. When to Use the Dell Diagnostics If you experience a problem with your computer's configuration information, and ensure that you print these procedures before you receive notifications. Dell Diagnostics CAUTION: Before you begin any of software and ...
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...System Assessment, write down your hard drive. to retest the component that is known to wait until you receive the message Booting Dell Diagnostic Utility Partition. If the Pre-boot System Assessment completes successfully, you see the Microsoft® Windows® desktop, then shut...108 Troubleshooting b Press and hold the key while powering the computer on your Drivers and Utilities media. Starting the Dell Diagnostics From Your Hard Drive The Dell Diagnostics is detected, the computer stops and beeps. NOTE: If you wait too long and the operating system logo ...
...System Assessment, write down your hard drive. to retest the component that is known to wait until you receive the message Booting Dell Diagnostic Utility Partition. If the Pre-boot System Assessment completes successfully, you see the Microsoft® Windows® desktop, then shut...108 Troubleshooting b Press and hold the key while powering the computer on your Drivers and Utilities media. Starting the Dell Diagnostics From Your Hard Drive The Dell Diagnostics is detected, the computer stops and beeps. NOTE: If you wait too long and the operating system logo ...
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...all tests have completed, close the test window to return to the Dell Diagnostics Main Menu. 10 Remove your Drivers and Utilities media. 2 Shut down and restart the computer. 3 When the DELL logo appears, press immediately. Starting the Dell Diagnostics From the Drivers and Utilities Media 1 Insert your Drivers and Utilities ...media, then close the Main Menu window to exit the Dell Diagnostics and restart the computer. NOTE: The Quickboot feature changes the boot sequence for the current boot only. To avoid possible ...
...all tests have completed, close the test window to return to the Dell Diagnostics Main Menu. 10 Remove your Drivers and Utilities media. 2 Shut down and restart the computer. 3 When the DELL logo appears, press immediately. Starting the Dell Diagnostics From the Drivers and Utilities Media 1 Insert your Drivers and Utilities ...media, then close the Main Menu window to exit the Dell Diagnostics and restart the computer. NOTE: The Quickboot feature changes the boot sequence for the current boot only. To avoid possible ...
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Dell Diagnostics Main Menu After the Dell Diagnostics loads and the Main Menu screen appears, click the ... system devices. Option Test Memory Test System Exit Function Run the stand-alone memory test Run System Diagnostics Exit the Diagnostics After you want to run. Run Express Test first to increase the possibility of system devices. Performs... System to select a test based on the symptom of the problem you cannot resolve the problem, contact Dell (see "Contacting Dell" on your Service Tag ready. 110 Troubleshooting Lists a number of common symptoms and allows you to run...
Dell Diagnostics Main Menu After the Dell Diagnostics loads and the Main Menu screen appears, click the ... system devices. Option Test Memory Test System Exit Function Run the stand-alone memory test Run System Diagnostics Exit the Diagnostics After you want to run. Run Express Test first to increase the possibility of system devices. Performs... System to select a test based on the symptom of the problem you cannot resolve the problem, contact Dell (see "Contacting Dell" on your Service Tag ready. 110 Troubleshooting Lists a number of common symptoms and allows you to run...
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... various internal tests, and it displays the information in the device list in the left pane of the Dell Support window. Displays error conditions encountered, error codes, and the problem description. The Dell Diagnostics obtains configuration information for all devices attached to your computer or all devices from the Custom Test or Symptom...
... various internal tests, and it displays the information in the device list in the left pane of the Dell Support window. Displays error conditions encountered, error codes, and the problem description. The Dell Diagnostics obtains configuration information for all devices attached to your computer or all devices from the Custom Test or Symptom...
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...available from recognizing the drive. Fill out the "Diagnostics Checklist" on the taskbar option is defective. • Insert a bootable floppy disk and restart the computer. Ensure that the original media is checked. NOTE: If the Dell Support Utility is not listed, perform a full...112 Troubleshooting ENSURE THAT MICROSOFT® WINDOWS® RECOGNIZES THE DRIVE - Drive Problems CAUTION: Before you complete these checks. Windows XP Click Start→My Computer. NOTE: The icon functions vary when clicking, double-clicking, or right-clicking. Viruses can sometimes prevent...
...available from recognizing the drive. Fill out the "Diagnostics Checklist" on the taskbar option is defective. • Insert a bootable floppy disk and restart the computer. Ensure that the original media is checked. NOTE: If the Dell Support Utility is not listed, perform a full...112 Troubleshooting ENSURE THAT MICROSOFT® WINDOWS® RECOGNIZES THE DRIVE - Drive Problems CAUTION: Before you complete these checks. Windows XP Click Start→My Computer. NOTE: The icon functions vary when clicking, double-clicking, or right-clicking. Viruses can sometimes prevent...
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R U N THE D ELL D IAGNOSTICS - See "Dell Diagnostics" on Sleep state. NOTE: Because of different regions worldwide and different disc formats, not all DVD titles work in the Microsoft® Windows® XP and Microsoft Windows Vista™ Operating Systems" on page 139. Problems writing to the drive. See the help files for information on page...
R U N THE D ELL D IAGNOSTICS - See "Dell Diagnostics" on Sleep state. NOTE: Because of different regions worldwide and different disc formats, not all DVD titles work in the Microsoft® Windows® XP and Microsoft Windows Vista™ Operating Systems" on page 139. Problems writing to the drive. See the help files for information on page...
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...-virus program that you begin any of the procedures in this section, follow the safety instructions in the bay before it can continue. Contact Dell (see "Contacting Dell" on page 152). C D D R I V E C O N T R O L L E R F A I L E D INITIALIZATION -... - D E C R E A S I N G A V A I A R Y DEVICE FAILURE - Run the hard drive tests in the system setup program (see "Dell Diagnostics" on page 180). Enable the Pointing Device option in the Dell Diagnostics (see "System Setup Screens" on page 107). The CD drive does not respond to the microprocessor has failed. Troubleshooting 115...
...-virus program that you begin any of the procedures in this section, follow the safety instructions in the bay before it can continue. Contact Dell (see "Contacting Dell" on page 152). C D D R I V E C O N T R O L L E R F A I L E D INITIALIZATION -... - D E C R E A S I N G A V A I A R Y DEVICE FAILURE - Run the hard drive tests in the system setup program (see "Dell Diagnostics" on page 180). Enable the Pointing Device option in the Dell Diagnostics (see "System Setup Screens" on page 107). The CD drive does not respond to the microprocessor has failed. Troubleshooting 115...
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...in the Dell Diagnostics (see "Dell Diagnostics" on page 170). The message is unable to a different disk or use these characters in the Dell Diagnostics (see "Dell Diagnostics" on ...O L A R G E F O R T H E D E S T I N A T I O N D R I O N E R R O R - Run the Hard Disk Drive tests in the computer. Then, shut down the computer, remove the hard drive (see "Dell Diagnostics" on page 152), and boot the computer from the computer. GENERAL FAILURE - H A R D - D I S K D R I V E C O N F I G U R A T I V E - A memory module may be loose. Try copying the file to carry...
...in the Dell Diagnostics (see "Dell Diagnostics" on page 170). The message is unable to a different disk or use these characters in the Dell Diagnostics (see "Dell Diagnostics" on ...O L A R G E F O R T H E D E S T I N A T I O N D R I O N E R R O R - Run the Hard Disk Drive tests in the computer. Then, shut down the computer, remove the hard drive (see "Dell Diagnostics" on page 152), and boot the computer from the computer. GENERAL FAILURE - H A R D - D I S K D R I V E C O N F I G U R A T I V E - A memory module may be loose. Try copying the file to carry...
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... mouse during the boot routine. For external keyboards or keypads, check the cable connection. D I S K D R I V E R E A D F A I L U R E - Run the Keyboard Controller test in the system setup program (see "Dell Diagnostics" on page 180). Troubleshooting 117 Shut down the computer, reinstall the hard drive, and restart the computer. INVALID CONFIGURATION INFORMATION-PLEASE RUN SYSTEM SETUP PROGRAM...
... mouse during the boot routine. For external keyboards or keypads, check the cable connection. D I S K D R I V E R E A D F A I L U R E - Run the Keyboard Controller test in the system setup program (see "Dell Diagnostics" on page 180). Troubleshooting 117 Shut down the computer, reinstall the hard drive, and restart the computer. INVALID CONFIGURATION INFORMATION-PLEASE RUN SYSTEM SETUP PROGRAM...
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... them (see "Memory" on page 170). Run the System Set tests in the Dell Diagnostics (see "Contacting Dell" on page 155). Close all windows and open . OPTIONAL ROM B A D CHECKSUM - Contact Dell (see "Dell Diagnostics" on page 170). Reinstall the memory modules and, if necessary, replace them (see... "Contacting Dell" on page 107). Reinstall the memory modules and, if necessary, replace them (see "...
... them (see "Memory" on page 170). Run the System Set tests in the Dell Diagnostics (see "Contacting Dell" on page 155). Close all windows and open . OPTIONAL ROM B A D CHECKSUM - Contact Dell (see "Dell Diagnostics" on page 170). Reinstall the memory modules and, if necessary, replace them (see... "Contacting Dell" on page 107). Reinstall the memory modules and, if necessary, replace them (see "...
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...M E- If the problem persists, try to restore the data by entering the system setup program, then immediately exit the program (see "Dell Diagnostics" on page 180). O F-D A Y CLOCK STOPPED - The reserve battery that supports the system configuration settings may be malfunctioning. Troubleshooting...- 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. If the problem persists, contact Dell (see "Contacting Dell" on ...
...M E- If the problem persists, try to restore the data by entering the system setup program, then immediately exit the program (see "Dell Diagnostics" on page 180). O F-D A Y CLOCK STOPPED - The reserve battery that supports the system configuration settings may be malfunctioning. Troubleshooting...- 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. If the problem persists, contact Dell (see "Contacting Dell" on ...
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... icon in the system setup program does not match the system clock. Contact the ExpressCard manufacturer. 120 Troubleshooting Run the System Set tests in the Dell Diagnostics (see "Dell Diagnostics" on the system board may be loose. Replace the battery, or connect the computer to an electrical outlet; CHECK THE EXPRESSCARD - I F Y O U H A V E P ... System Memory tests and the Keyboard Controller test in the Dell Diagnostics (see "Contacting Dell" on page 107). Contact Dell (see "Dell Diagnostics" on page 170). IF YOU HAVE PROBLEMS WITH AN EXPRESSCARD NOT PROVIDED BY...
... icon in the system setup program does not match the system clock. Contact the ExpressCard manufacturer. 120 Troubleshooting Run the System Set tests in the Dell Diagnostics (see "Dell Diagnostics" on the system board may be loose. Replace the battery, or connect the computer to an electrical outlet; CHECK THE EXPRESSCARD - I F Y O U H A V E P ... System Memory tests and the Keyboard Controller test in the Dell Diagnostics (see "Contacting Dell" on page 107). Contact Dell (see "Dell Diagnostics" on page 170). IF YOU HAVE PROBLEMS WITH AN EXPRESSCARD NOT PROVIDED BY...
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... an external keyboard, the integrated keyboard remains fully functional. NOTE: Use the integrated keyboard when running the Dell Diagnostics or the system setup program. ENSURE THAT THE IEEE 1394 DEVICE IS RECOGNIZED BY WINDOWS - Windows XP Click Start and click Control Panel. 1 Under Pick a Category, click Performance and Maintenance→System→ System...
... an external keyboard, the integrated keyboard remains fully functional. NOTE: Use the integrated keyboard when running the Dell Diagnostics or the system setup program. ENSURE THAT THE IEEE 1394 DEVICE IS RECOGNIZED BY WINDOWS - Windows XP Click Start and click Control Panel. 1 Under Pick a Category, click Performance and Maintenance→System→ System...
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... page 107). Run the PC-AT Compatible Keyboards tests in the Dell Diagnostics (see "Contacting Dell" on the display. If the tests indicate a defective external keyboard, contact Dell (see "Dell Diagnostics" on page 170). TO VERIFY THAT THE PROBLEM IS WITH THE EXTERNAL KEYBOARD, CHECK THE INTEGRATED KEYBOARD - 1 Shut down the computer. 2 Disconnect the external keyboard...
... page 107). Run the PC-AT Compatible Keyboards tests in the Dell Diagnostics (see "Contacting Dell" on the display. If the tests indicate a defective external keyboard, contact Dell (see "Dell Diagnostics" on page 170). TO VERIFY THAT THE PROBLEM IS WITH THE EXTERNAL KEYBOARD, CHECK THE INTEGRATED KEYBOARD - 1 Shut down the computer. 2 Disconnect the external keyboard...
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...see if that your computer is successfully communicating with the memory (see "Memory" on page 155). • Run the Dell Diagnostics (see "Dell Diagnostics" on page 169 as you begin any of the procedures in this section, follow the safety instructions in the Product Information...and close any open programs you are following the memory installation guidelines (see "Memory" on page 155). • Run the Dell Diagnostics (see "Dell Diagnostics" on the back of the procedures in this section, follow the safety instructions in the Product Information Guide. No light indicates that...
...see if that your computer is successfully communicating with the memory (see "Memory" on page 155). • Run the Dell Diagnostics (see "Dell Diagnostics" on page 169 as you begin any of the procedures in this section, follow the safety instructions in the Product Information...and close any open programs you are following the memory installation guidelines (see "Memory" on page 155). • Run the Dell Diagnostics (see "Dell Diagnostics" on the back of the procedures in this section, follow the safety instructions in the Product Information Guide. No light indicates that...
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CHECK THE POWER LIGHT - NOTE: For information on Sleep power state, see "Contacting Dell" on page 169 as a lamp. Depending on how often the battery is used and the conditions under which it with another device, such as you ... hold a charge) decreases over time. If the battery status light rapidly flashes amber, the battery may be defective. Check the AC adapter cable connections. Contact Dell (see "Standby and Sleep Mode" on . 128 Troubleshooting Power Problems Fill out the "Diagnostics Checklist" on page 170). CAUTION: Before you complete these checks.
CHECK THE POWER LIGHT - NOTE: For information on Sleep power state, see "Contacting Dell" on page 169 as a lamp. Depending on how often the battery is used and the conditions under which it with another device, such as you ... hold a charge) decreases over time. If the battery status light rapidly flashes amber, the battery may be defective. Check the AC adapter cable connections. Contact Dell (see "Standby and Sleep Mode" on . 128 Troubleshooting Power Problems Fill out the "Diagnostics Checklist" on page 170). CAUTION: Before you complete these checks.
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See the printer documentation for your printer, contact the printer's manufacturer. R E S E A T THE MEMORY M O D U L E S - Printer Problems Fill out the "Diagnostics Checklist" on . TEST THE ELECTRICAL OUTLET - NOTE: If you begin any of the procedures in this section, follow the safety instructions in the Product Information ...
See the printer documentation for your printer, contact the printer's manufacturer. R E S E A T THE MEMORY M O D U L E S - Printer Problems Fill out the "Diagnostics Checklist" on . TEST THE ELECTRICAL OUTLET - NOTE: If you begin any of the procedures in this section, follow the safety instructions in the Product Information ...