Dell R5400 User Manual

Dell Precision™ R5400

Setup and Quick Reference Guide

This guide provides an overview of features, specifications, and quick setup,

software, and troubleshooting information for your computer. For more

information about your operating system, devices, and other technologies, see

the Dell Technology Guide at support.dell.com.

Model WMTE01

www.dell.com | support.dell.com

Notes, Notices, and Cautions

NOTE: A NOTE indicates important information that helps you make better use of

your computer.

NOTICE: A NOTICE indicates either potential damage to hardware or loss of data

and tells you how to avoid the problem.

CAUTION: A CAUTION indicates a potential for property damage, personal injury,

or death.

If you purchased a Dell™ n Series computer, any references in this document to
Microsoft

____________________

Information in this document is subject to change without notice.
© 2008 Dell Inc. All rights reserved.

Reproduction in any manner whatsoever without the written permission of Dell Inc. is strictly
forbidden.

Trademarks used in this text: Dell, Dell Pr ecision, DellConnect, Dell MediaDirect, and the DELL logo
are trademarks of Dell Inc.; Intel and Xeon are registered trademarks of Intel Corporation in the U.S.
and other countries; Bluetooth is a registered trademark owned by Bluetooth SIG, INC., and is used
by Dell under license; Microsoft, Windows, Windows Vista, and the Windows Vi sta start button logo
are either trademarks or registered trademarks of Microsoft Corporation in the United States and/or
other countries.

Other trademarks and trade names may be used in this document to refer to either the entities claiming
the marks and names or their products. Dell Inc. disclaims any proprietary interest in trademarks and
trade names other than its own.

This product incorporates copyright protection technology that is protected by method claims of certain
U.S. patents and other intellectual property rights owned by Macrovision Corporation and other rights
owners. Use of this copyright protection technology must be authorized by Macrovision Corporation,
and is intended for home and other limited viewing uses only unless otherwise authorized by
Macrovision Corporation. Reverse engineering or disassembly is prohibited.

®

Windows® operating systems are not applicable.

Model WMTE01

June 2008 P/N KR019 Rev. A00

Contents

1 About Your Computer. . . . . . . . . . . . . . . . . 7

Front View . . . . . . . . . . . . . . . . . . . . . . . . . 7

Back View

Back Panel Connectors

. . . . . . . . . . . . . . . . . . . . . . . . . 7

. . . . . . . . . . . . . . . . . . 8

2 Setting Up Your Computer . . . . . . . . . . . . . 9

Quick Setup . . . . . . . . . . . . . . . . . . . . . . . . 9

Connecting to the Internet

Setting Up Your Internet Connection

Transferring Information to a New Computer

Microsoft Windows Vista

Microsoft Windows XP

. . . . . . . . . . . . . . . . 13

. . . . . . . . 13

. . . . . . 15

. . . . . . . . . . . . . . 15

. . . . . . . . . . . . . . . 15

3 Specifications . . . . . . . . . . . . . . . . . . . . . 19

4 Troubleshooting

Troubleshooting Tools . . . . . . . . . . . . . . . . . . 29

Power Light

Beep Codes

Error Messages

System Messages

. . . . . . . . . . . . . . . . . . . . 29

. . . . . . . . . . . . . . . . . . . . . 29

. . . . . . . . . . . . . . . . . . . . . 30

. . . . . . . . . . . . . . . . . . . 32

. . . . . . . . . . . . . . . . . 37

Contents 3

Troubleshooting Software and Hardware
Problems

Dell Diagnostics

. . . . . . . . . . . . . . . . . . . . . . 38

. . . . . . . . . . . . . . . . . . . 39

Troubleshooting Tips

Power Problems

Memory Problems

Lockups and Software Problems

Dell Technical Update Service

Dell Support Utility

. . . . . . . . . . . . . . . . . . . 44

. . . . . . . . . . . . . . . . . . 45

. . . . . . . . . . . . . . . . . 46

. . . . . . . . . . 47

. . . . . . . . . . . 49

. . . . . . . . . . . . . . . . . 49

5 Reinstalling Software . . . . . . . . . . . . . . 51

Drivers . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Identifying Drivers

Reinstalling Drivers and Utilities

Restoring Your Operating System

Using Microsoft

. . . . . . . . . . . . . . . . . 51

. . . . . . . . . . 52

. . . . . . . . . . . . 55

Windows System Restore. . . . . 56

Using Dell Factory Image Restore and Dell
PC Restore

Using the Operating System Media

. . . . . . . . . . . . . . . . . . . . . 57

. . . . . . . . . 60

6 Finding Information . . . . . . . . . . . . . . . . 63

7 Getting Help

4 Contents

. . . . . . . . . . . . . . . . . . . . . . 65

Obtaining Assistance . . . . . . . . . . . . . . . . . . 65

Technical Support and Customer Service

DellConnect™

Online Services

AutoTech Service

. . . . . . . . . . . . . . . . . . . . 66

. . . . . . . . . . . . . . . . . . . 66

. . . . . . . . . . . . . . . . . . 67

Automated Order-Status Service

. . . . . 66

. . . . . . . . . . 67

Problems With Your Order. . . . . . . . . . . . . . . . 67

Product Information

Returning Items for Warranty Repair or Credit

Before You Call

Contacting Dell

. . . . . . . . . . . . . . . . . . . 68

. . . . . 68

. . . . . . . . . . . . . . . . . . . . . 69

. . . . . . . . . . . . . . . . . . . . . 71

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Contents 5

6 Contents

About Your Computer

Front View

35142678

1 power button, power light 2 drive activity light

3 network activity lights (2) 4 diagnostic lights (4)

5 USB 2.0 connectors (2) 6 optical drive

7 optical drive eject button 8 hard drive bays (2)

Back View

1

3

1 power connector 2 expansion card slots

3 back panel connectors

2

About Your Computer 7

Back Panel Connectors

123

12 11 10

1 network link integrity light 2 network adapter connector (primary)

3 network activity light 4 line-out connector

5 line-in connector 6 serial connectors (2)

7 keyboard connector 8 mouse connector

9 USB 2.0 connectors (3) 10 network activity light

11 network adapter connector

(secondary)

7965

8

12 network link integrity light

4

8 About Your Computer

Setting Up Your Computer

Quick Setup

CAUTION: Before you begin any of the procedures in this section, read and follow

the safety instructions provided with your computer.

This section describes the steps to set up your computer for the first time.

1

Unpack your computer and identify each item.

Keep all shipping materials in case you need them later.

NOTE: Some items included with your computer may not be required for

installation (see your rack installation documentation for installation
instructions).

Setting Up Your Computer 9

2

Install the rails and the computer in the rack.

See your rack installation documentation for safety instructions and
instructions on installing your computer in a rack.

3

Connect the keyboard and mouse.

10 Setting Up Your Computer

4

Connect the monitor (optional).

5

Connect the computer and monitor (optional) power cables.

Setting Up Your Computer 11

6 Attach the power cable retention bracket on the right bend of the power

supply handle. Bend the power cable into a loop as shown in the
illustration and attach the cable to the bracket’s cable clasp.

Plug the other end of the power cable into a grounded electrical outlet or a

7

separate power source such as an uninterrupted power supply (UPS) or a
power distribution unit (PDU).

8

Press the power button on the computer and monitor (optional).

Adjust the monitor's controls, as needed, until the displayed image is
satisfactory.

12 Setting Up Your Computer

9

Install the bezel (optional).

Connecting to the Internet

NOTE: ISPs and ISP offerings vary by country.

To connect to the Internet, you need a network connection and an Internet
service provider (ISP). Contact your ISP for setup instructions.

Setting Up Your Internet Connection

To set up an Internet connection with an ISP desktop shortcut:

Save and close any open files, and exit any open programs.

1

2

Double-click the ISP icon on the Microsoft® Windows® desktop.

3

Follow the instructions on the screen to complete the setup.

If you do not have an ISP icon on your desktop or if you want to set up an
Internet connection with a different ISP, perform the steps in the appropriate
section below.

NOTE: If you are having problems connecting to the Internet, see your Dell

Technology Guide at support.dell.com. If you cannot connect to the Internet, but

have successfully connected in the past, your ISP may have a service outage.
Contact your ISP to check the service status, or try connecting again later.

NOTE: Have your ISP information ready. If you do not have an ISP, the Connect to

the Internet wizard can help you get one.

Setting Up Your Computer 13

Microsoft Windows Vista

1

Save and close any open files, and exit any open programs.

2

Click the Windows Vista Start button™ , and then click

.

Pane l

3

Under

Network and Internet,

The

Connect to the Internet

4

In the

Connect to the Internet

or

Dial-up

, depending on how you want to connect:

• Choose
modem, or Bluetooth

• Chose

NOTE: If you do not know which type of connection to select, click Help me

5

Follow the instructions on the screen and use the setup information

Dial-up

choose or contact your ISP.

®

click

Connect to the Internet

window appears.

window, click either

Broadband

if you are using a DSL, satellite modem, cable TV

®

wireless technology connection.

if you are using a dial-up modem or ISDN.

Broadband (PPPoE)

provided by your ISP to complete the setup.

Microsoft Windows XP

1

Save and close any open files, and exit any open programs.

2

Click

Start→

The

New Connection Wizard

Internet Explorer

.

appears.

Control

.

3

Click

Connect to the Internet

4

In the next window, click the appropriate option:

• If you do not have an ISP and want to select one, click

list of Internet service providers (ISPs)

.

Choose from a

.

• If you have already obtained setup information from your ISP but you
did not receive a setup CD, click

• If you have a CD, click

5

Click

Next

.

If you selected

Set up my connection manually

Use the CD I got from an ISP

Set up my connection manually

.

, continue to step 6.

Otherwise, follow the instructions on the screen to complete the setup.

14 Setting Up Your Computer

.

6

Click the appropriate option under

Internet?

7

Use the setup information provided by your ISP to complete the setup.

, and then click

NOTE: If you do not know which type of connection to select, contact your

ISP.

Next

How do you want to connect to the

.

Transferring Information to a New Computer

Microsoft Windows Vista

1

Click the Windows Vista Start button , and then click

and settings

2

In the

3

Click

4

Follow the instructions provided on the screen by the Windows Easy

→ Start Windows Easy Transfer.

User Account Control

Start a new transfer

dialog box, click

or

Continue a transfer in progress

Continue

Transfer wizard.

Microsoft Windows XP

The Microsoft Windows XP operating system provides the Files and Settings
Transfer Wizard to transfer data, such as:

• E-mail messages

• Toolbar settings

• Window sizes

• Internet bookmarks

You can transfer data from one computer to another computer over a network
or serial connection, or by storing the data on removable media, such as a
writable CD or DVD.

Transfer files

.

.

NOTE: You can transfer information from one computer to another computer by

directly connecting a serial cable to the input/output (I/O) ports of the two
computers.

For instructions on setting up a direct cable connection between two computers,
see Microsoft Knowledge Base Article #305621, titled How to Set Up a Direct Cable
Connection Between Two Computers in Windows XP. This information may not be
available in certain countries.

Setting Up Your Computer 15

Using the Files and Settings Transfer Wizard requires the Operating System
installation media that came with your computer or a wizard disk, which the
wizard can create for you.

NOTE: For more information about transferring data, search support.dell.com for

document #154781 (What Are The Different Methods To Transfer Files From My Old

Computer To My New Dell™ Computer Using the Microsoft
Operating System?).

NOTE: Access to the Dell Knowledge Base document may not be available in

certain countries.

Files and Settings Transfer Wizard (With the Operating System Media)

NOTE: The Files and Settings Transfer Wizard designates the source computer

from which data is to be transferred as the old computer, and designates the
destination computer to which the data is going to be transferred as the new
computer.

PREPARE THE DESTINATION COMPUTER FOR THE FILE TRANSFER

1

Click

Start→

Settings Transfer Wizard

2

Under

3

Under

the Windows XP CD

4

Review the information under
to the source computer. Do

COPY DATA FROM THE SOURCE COMPUTER

1

Insert the Windows XP

All Programs→

Accessories→ System Tools→

.

Which computer is this?

, click

New computer

Do you have a Windows XP CD?

, and click

Next

.

Now go to your old computer

not

click

Next

Operating System

, click

.

installation media into the

®

Windows® XP

Files and

, and click

Next

.

I will use the wizard from

, and then go

source computer.

The

Welcome to Microsoft Windows XP

screen appears.

2

Click

Perform additional tasks

3

Under

What do you want to do?

The

Files and Settings Transfer Wizard

4

Click

Next

.

5

Under

Which computer is this?

16 Setting Up Your Computer

.

, click

, click

Transfer files and settings

window appears.

Old Computer

, and click

.

Next

.

6

Under

Select a transfer method

and click

7

Under
transfer, and click

Next

.

What do you want to transfer?

Next

.

The selected data is copied and the

, click the transfer method of your choice,

, click to select the data you want to

Completing the Collection Phase

screen appears.

8

Click

Finish

.

TRANSFER DATA TO THE DESTINATION COMPUTER

1

Go to the destination computer.

2

Under

Now go to your old computer

3

Under

Where are the files and settings?

chose for transferring your settings and files, and then click

, click

Next

.

, click to select the method you

Next

.

The wizard reads the collected files and settings and applies them to the
destination computer. When the transfer is complete, the

Finished

screen

appears.

4

Click

Finished

Files and Settings Transfer Wizard (Without the Operating System Media)

, and then restart the computer.

To run the Files and Settings Transfer Wizard without the Operating System
installation media, you must create a wizard disk. The wizard disk allows you
to create a backup image file on removable media.

NOTE: The Files and Settings Transfer Wizard designates the source computer

from which data is to be transferred as the old computer, and designates the
destination computer to which the data is going to be transferred as the new
computer.

CREATE A WIZARD DISK

1

On the destination computer, click

System Tools

2

Under

3

Under

Disk in the following drive

4

Insert removable media, such as a writable CD or DVD, and click OK.

→ Files and Settings Transfer Wizard

Which computer is this?

Do you have a Windows XP CD?

, and click

Start→

, click

New computer

Next.

All Programs→

Accessories→

.

, and click

, click

I want to create a Wizard

Setting Up Your Computer 17

Next

.

5

Review the information under
to the source computer. Do

COPY DATA FROM THE SOURCE COMPUTER

1

Insert the wizard disk into the source computer.

2

Click

Start→

3

Click

Browse...

4

Under

5

Under
and click

6

Under
transfer, and click

Run

.

and navigate to

Which computer is this?

Select a transfer method

Next

.

What do you want to transfer?

Next

.

The selected data is copied and the

Now go to your old computer

not

click

Next

.

fastwiz

on the wizard disk, and click OK.

, click

Old Computer

, and then go

, and click

, click the transfer method of your choice,

, click to select the data you want to

Completing the Collection Phase

screen appears.

7

Click

Finish

.

TRANSFER DATA TO THE DESTINATION COMPUTER

1

Go to the destination computer.

2

Under

Now go to your old computer

3

Under

Where are the files and settings?

chose for transferring your settings and files, and click

, click

Next

.

, click to select the method you

Next

.

The wizard reads the collected files and settings and applies them to the
destination computer. When the transfer is complete, the

Finished

appears.

Next

screen

.

4

Click

Finished

, and then restart the computer.

18 Setting Up Your Computer

Specifications

NOTE: Offerings may vary by region. For more information regarding the

configuration of your computer, click Start→ Help and Support and select the
option to view information about your computer.

Processor

®

Processor type one or two Dual-Core Intel

one or two Quad-Core Intel Xeon 5400 processors

Level 2 (L2) cache Dual-Core Intel Xeon 5200 processor: 6 MB

Quad-Core Intel Xeon 5400 processor: 12 MB

Front side bus (FSB) 1333 MHz

System Information

Chipset Intel 5400

Data bus width 64 bits

Address bus width 38 bits

DMA channels seven

Interrupt levels 24

BIOS chip (NVRAM) 8 Mb

Xeon® 5200 processors

Specifications 19

System Information (continued)

NIC integrated network interface with ASF 2.0 support as

defined by DMTF, capable of 10/100/1000-Mbps
communication:

• green — A good connection exists between a
10-Mbps network and the computer.

• orange — A good connection exists between a
100-Mbps network and the computer.

• yellow — A good connection exists between a
1000-Mbps (1-Gb) network and the computer.

• off — The computer is not detecting a physical
connection to the network.

NOTE: ASF 2.0 support and wakeup on LAN are not

available on the secondary NIC and are not available on
the primary NIC in teaming mode.

RAID support RAID 0 and RAID 1 (mirroring)

Memory

Type 667-MHz DDR2 ECC fully buffered DIMMs (FBD)

Memory connectors four

Memory capacities 256 MB, 512 MB, 1 GB, 2 GB, 4 GB, and 8 GB

Minimum memory 256 MB

Maximum memory 32 GB

Drives

Externally accessible up to two 3.5-inch drive bays (FlexBay)

one 5.25-inch slimline drive bay

NOTICE: Hard drives are not hot swappable.

Available devices up to two 3.5-inch SATA hard drives

one slimline SATA optical drive

Video

Type PCI Express x16 (two slots)

20 Specifications

Audio

Type integrated ADI 1984 High Definition Audio CODEC

and AC97/High Definition digital controller

Expansion Bus

Bus type PCI 2.3

PCI Express 1.0a
SATA 2.0
USB 2.0

Bus speed/transfer rate PCI: 133 MB/s

PCI Express:

x8 slot bidirectional speed — 500 MB/s

Expansion slots:

Center riser:

PCI-X

PCI

x16 slot bidirectional speed

SATA 1.0 and 2.0: 150 and 300 Mbps per drive
USB 2.0: up to 480 Mbps (high speed)

one full height, full length 3.3 V, 64 bit, 100 MHz

one PCI Universal, full height, full length 5.0 V,
32 bit, 33 MHz

—

1 GB/s

NOTE: The center riser expansion slot configuration

varies according to the riser installed on your computer.

Center riser:

PCI-X
PCI Express x8

one full height, full length 3.3 V, 64 bit, 100 MHz

one full height, full length x8 lane

NOTE: The center riser expansion slot configuration

varies according to the riser installed on your computer.

Outer riser:

PCI Express x16 (two
slots)

two full height, full length x16 lane

Specifications 21

Expansion Bus (continued)

PCI:

Connector

Connector size

Connector data width
(maximum)

PCI-X:

Connector

Connector size

Connector data width
(maximum)

PCI Express x8:

Connector

Connector size

Connector data width
(maximum)

PCI Express x16:

Connector

Connector size

Connector data width
(maximum)

one

124 pins

32 bits

one

188 pins

64 bits

one x16 (supports x8, x4 and x1 cards)

164 pins

x8 PCI Express lane

two x16

164 pins

x16 PCI Express lane

Connectors

External connectors:

USB

Network adapter (NIC)

Video

22 Specifications

two front panel USB 2.0-compliant connectors

three back panel USB 2.0-compliant connectors

two back panel RJ-45 connectors (for integrated 1-GB
NICs)

back panel DVI connector (on graphics card)

back panel VGA connector (on graphics card)

Connectors (continued)

PS/2 (keyboard and mouse)

Serial

Audio

System board connectors:

Serial ATA

Internal USB

Fans

PCI (on center riser)

PCI-X (on center riser)

PCI Express x8 (on center
riser)

PCI Express x16 (on outer
riser)

Front control panel

Front panel USB

Processor

Memory

Power 12 V

Power (main)

two back panel 6-pin mini-DIN

two back panel 9-pin connectors
(16550C-compatible)

two back panel connectors (line-in and line-out)

three 7-pin connectors

one 10-pin connector

two 4-pin connectors

two 5-pin connectors

one 124-pin connector

one 188-pin connector

one 164-pin connector

two 164-pin connectors

one 20-pin connector

one 10-pin connector

two 775-pin connectors

four 240-pin connectors

three 6-pin connectors

one 24-pin connector

Specifications 23

Controls and Lights

Front panel:

Power button

Power light

Network activity lights (2)

Hard drive activity light

push button — Press the power button to turn on the
computer.

NOTICE: To avoid losing data, do not turn off the

computer by pressing the power button. Instead,
perform an operating system shutdown.

green light — Blinking green in sleep state; solid
green in normal power-on state.

amber light — Blinking amber indicates that an
internal power problem may exist; solid amber
indicates that a device may be malfunctioning or
incorrectly installed (see "Power Problems" on
page 45).

green blinking light — Flashes when the computer is
transmitting or receiving network data. A high
volume of network traffic may make this light appear
to be in a steady on state.

green light — The hard drive activity light is on when
the computer reads data from or writes data to the
hard drive. The light may also be on when a device
such as an optical drive is in operation.

24 Specifications

Controls and Lights (continued)

Back panel:

Link integrity light (on
integrated network adapter)

The network link light is on when a good connection
exists between a 10-Mbps, 100-Mbps, or 1000-Mbps
(1-Gbps) network and the computer.

• green — A good connection exists between a
10-Mbps network and the computer.

• orange — A good connection exists between a
100-Mbps network and the computer.

• yellow — A good connection exists between a
1000-Mbps (1-Gb) network and the computer.

• off — The computer is not detecting a physical
connection to the network.

NOTE: ASF 2.0 support and wakeup on LAN are not

available on the secondary NIC and are not available on
the primary NIC in teaming mode.

Network activity light (on
integrated network adapter)

Power

DC power supply:

Wattage

Maximum heat dissipation

yellow blinking light — Flashes when the computer is
transmitting or receiving network data. A high
volume of network traffic may make this light appear
to be in a steady on state.

750 W

For 750-W power supply: 2559 BTU/hr

NOTE: Heat dissipation is calculated based upon the

power supply wattage rating.

Vo lt ag e

Autoranging power supply: 90–240 VAC at 50–60 Hz

NOTE: See the safety information that shipped with

your computer for important voltage setting information.

Coin cell battery 3-V CR2032 lithium coin cell

Specifications 25

Physical

Height 8.656 cm (3.40 inches)

Width 42.62 cm (16.78 inches)

Depth:

With front bezel

Without front bezel

Weight:

With front bezel

Without front bezel

Environmental

Temperature:

Operating

68.45 cm (26.95 inches)

73.25 cm (28.84 inches)

20.85 kg (45.97 lb)

20.45 kg (45.08 lb)

10° to 35°C (50° to 95°F) with a maximum
temperature gradation of 10°C per hour

NOTE: For altitudes above 2950 ft, the maximum

operating temperature is derated 1°F/550 ft.

Storage

Relative humidity: 20% to 80% (noncondensing)

Operating

Storage

Maximum wet bulb
(MWB)

Maximum vibration:

Operational random
vibration

Storage

–40° to 65°C (–40° to 149°F) with a maximum
temperature gradation of 20°C per hour

20% to 80% (noncondensing) with a maximum
humidity gradation of 10% per hour

5% to 95% (noncondensing) with a maximum
humidity gradation of 10% per hour

38°C under any conditions

0.26 G at 5–350 Hz for 2 minutes per side
(operational sides only)

0.5 G at 3–200 Hz for 15 minutes

26 Specifications

Environmental (continued)

Maximum shock:

Operating

Storage

Altitude:

Operating

Storage

Airborne contaminant level G2 or lower as defined by ISA-S71.04-1985

40 G +/– 5% with pulse duration of 2 msec +/-–10%
(equivalent to 51 cm/sec [20 inches/sec])

105 G +/– 5% with pulse duration of 2 msec +/– 10%
(equivalent to 127 cm/sec [50 inches/sec])

–16 to 3048 m (–50 to 10,000 ft)

–16 to 10,600 m (–50 to 35,000 ft)

Specifications 27

28 Specifications

Troubleshooting

CAUTION: To guard against the likelihood of electric shock, laceration by moving

fan blades, or other expected injuries, always unplug your computer from the
electrical outlet before opening the cover.

CAUTION: Before you begin any of the procedures in this section, follow the

safety instructions that shipped with your computer.

Troubleshooting Tools

Power Light

CAUTION: Before you begin any of the procedures in this section, read and follow

the safety instructions provided with your computer.

The power light located on the front of the computer illuminates and remains
solid or blinks to indicate different states:

• If the power light is green and the computer is not responding, see
"Diagnostic Lights" in your

• 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.

Service Manual

.

Troubleshooting 29

– Ensure that the main power cable and front panel cable are securely

connected to the system board (see your
Support website at

support.dell.com

Service Manual

).

on the Dell

• If the power light is blinking amber, the computer is receiving electrical
power, but an internal power problem may exist.

– Ensure that the processor power cable is securely connected to the

system board (see your

support.dell.com

Service Manual

).

on the Dell Support website at

• If the power light is steady amber, a device may be malfunctioning or
incorrectly installed.

– Remove and then reinstall the memory modules (see your

Manual

– Remove and then reinstall any cards (see your

Dell Support website at

on the Dell Support website at

support.dell.com

support.dell.com

Service Manual

).

Service

).

on the

• 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

Beep Codes

Your computer may emit a series of beeps during start-up. The series of beeps,
called a beep code, can help you identify a problem with your computer.

If your computer emits a series of beeps during start-up:

1

Write down the beep code on the "Diagnostics Checklist" on page 70.

2

Run the Dell Diagnostics to identify a more serious cause (see
"Troubleshooting Tips" on page 44).

3

Contact Dell for technical assistance (see "Contacting Dell" on page 71).

Code Cause

1-1-2 Microprocessor register failure

1-1-3 NVRAM read/write failure

1-1-4 ROM BIOS checksum failure

30 Troubleshooting

Code Cause

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

1-3-2 Memory problem

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

Memory not being properly identified or used

Troubleshooting 31

Code Cause

4-4-3 Math-coprocessor test failure

4-4-4 Cache test failure

Error Messages

CAUTION: Before you begin any of the procedures in this section, follow the

safety instructions that shipped with your computer.

NOTE: If the message you received is not listed below, see the documentation for

either the operating system or the program that was running when the message
appeared.

UXILIARY DEVICE FAILURE — The touch pad or external mouse may be faulty.

A

For an external mouse, check the cable connection. Enable the Pointing
Device option in the system setup program. See your Service Manual at
support.dell.com for more information. If the problem persists, contact Dell

(see "Contacting Dell" on page 71).

BAD COMMAND OR FILE NAME — Ensure that you have spelled the command

correctly, put spaces in the proper place, and used the correct pathname.

CACHE DISABLED DUE TO FAILURE — The primary cache internal to the

microprocessor has failed. Contact Dell (see "Contacting Dell" on page 71).

CD DRIVE CONTROLLER FAILURE — The CD drive does not respond to

commands from the computer.

DATA ERROR — The hard drive cannot read the data.

DECREASING AVAILABLE MEMORY — One or more memory modules may be

faulty or improperly seated. Reinstall the memory modules and, if necessary,
replace them. See your Service Manual at support.dell.com for more
information.

DISK C: FAILED INITIALIZATION — The hard drive failed initialization. Run the

hard drive tests in the Dell Diagnostics (see "Dell Diagnostics" on page 39).

DRIVE NOT READY — The operation requires a hard drive in the bay before it

can continue. Install a hard drive in the hard drive bay. See your Service
Manual at support.dell.com for more information.

ERROR READING PCMCIA CARD — The computer cannot identify the

ExpressCard. Reinsert the card or try another card. See your Service Manual
at support.dell.com for more information.

32 Troubleshooting

EXTENDED MEMORY SIZE HAS CHANGED — The amount of memory recorded in

nonvolatile memory (NVRAM) does not match the memory installed in the
computer. Restart the computer. If the error appears again, contact Dell (see
"Contacting Dell" on page 71).

THE FILE BEING COPIED IS TOO LARGE FOR THE DESTINATION DRIVE — The file

that you are trying to copy is too large to fit on the disk, or the disk is full. Try
copying the file to a different disk or use a larger capacity disk.

A FILENAME CANNOT CONTAIN ANY OF THE FOLLOWING CHARACTERS: \ / : * ? “ <
> | —

Do not use these characters in filenames.

GATE A20 FAILURE — A memory module may be loose. Reinstall the memory

modules and, if necessary, replace them. See your Service Manual at
support.dell.com for more information.

GENERAL FAILURE — The operating system is unable to carry out the

command. The message is usually followed by specific information—for
example, Printer out of paper. Take the appropriate action.

HARD-DISK DRIVE CONFIGURATION ERROR — The computer cannot identify the

drive type. Shut down the computer, remove the hard drive (see your Service
Manual at support.dell.com), and boot the computer from a CD. Then, shut

down the computer, reinstall the hard drive, and restart the computer. Run
the Hard Disk Drive tests in the Dell Diagnostics (see "Dell Diagnostics" on
page 39).

HARD-DISK DRIVE CONTROLLER FAILURE 0— The hard drive does not respond

to commands from the computer. Shut down the computer, remove the hard
drive (see your Service Manual at support.dell.com), and boot the computer
from a CD. Then, shut down the computer, reinstall the hard drive, and
restart the computer. If the problem persists, try another drive. Run the Hard
Disk Drive tests in the Dell Diagnostics (see "Dell Diagnostics" on page 39).

HARD-DISK DRIVE FAILURE — The hard drive does not respond to commands

from the computer. Shut down the computer, remove the hard drive (see your
Service Manual at support.dell.com), and boot the computer from a CD.
Then, shut down the computer, reinstall the hard drive, and restart the
computer. If the problem persists, try another drive. Run the Hard Disk Drive
tests in the Dell Diagnostics (see "Dell Diagnostics" on page 39).

HARD-DISK DRIVE READ FAILURE — The hard drive may be defective. Shut

down the computer, remove the hard drive (see your Service Manual at
support.dell.com), and boot the computer from a CD. Then, shut down the

Troubleshooting 33

computer, reinstall the hard drive, and restart the computer. If the problem
persists, try another drive. Run the Hard Disk Drive tests in the Dell
Diagnostics (see "Dell Diagnostics" on page 39).

INSERT BOOTABLE MEDIA — The operating system is trying to boot to

nonbootable media, such as a floppy disk or CD. Insert bootable media.

INVALID CONFIGURATION INFORMATION-PLEASE RUN SYSTEM SETUP

ROGRAM — The system configuration information does not match the

P

hardware configuration. The message is most likely to occur after a memory
module is installed. Correct the appropriate options in the system setup
program. See your Service Manual at support.dell.com for more information.

KEYBOARD CLOCK LINE FAILURE — For external keyboards, check the cable

connection. Run the Keyboard Controller test in the Dell Diagnostics (see
"Dell Diagnostics" on page 39).

KEYBOARD CONTROLLER FAILURE — For external keyboards, check the cable

connection. Restart the computer, and avoid touching the keyboard or the
mouse during the boot routine. Run the Keyboard Controller test in the Dell
Diagnostics (see "Dell Diagnostics" on page 39).

KEYBOARD DATA LINE FAILURE — For external keyboards, check the cable

connection. Run the Keyboard Controller test in the Dell Diagnostics (see
"Dell Diagnostics" on page 39).

KEYBOARD STUCK KEY FAILURE — For external keyboards or keypads, check the

cable connection. Restart the computer, and avoid touching the keyboard or
keys during the boot routine. Run the Stuck Key test in the Dell Diagnostics
(see "Dell Diagnostics" on page 39).

LICENSED CONTENT IS NOT ACCESSIBLE IN MEDIADIRECT — Dell MediaDirect™

cannot verify the Digital Rights Management (DRM) restrictions on the file,
so the file cannot be played (see "Dell Diagnostics" on page 39).

MEMORY ADDRESS LINE FAILURE AT ADDRESS, READ VALUE EXPECTING VALUE —

A memory module may be faulty or improperly seated. Reinstall the memory
modules and, if necessary, replace them. See your Service Manual at
support.dell.com for more information.

MEMORY ALLOCATION ERROR — The software you are attempting to run is

conflicting with the operating system, another program, or a utility. Shut
down the computer, wait 30 seconds, and then restart it. Try to run the
program again. If the error message still appears, see the software
documentation.

34 Troubleshooting

MEMORY DATA LINE FAILURE AT ADDRESS, READ VALUE EXPECTING VALUE — A

memory module may be faulty or improperly seated. Reinstall the memory
modules and, if necessary, replace them. See your Service Manual at
support.dell.com for more information.

MEMORY DOUBLE WORD LOGIC FAILURE AT ADDRESS, READ VALUE EXPECTING

VALUE — A memory module may be faulty or improperly seated. Reinstall the

memory modules and, if necessary, replace them. See your Service Manual at
support.dell.com for more information.

MEMORY ODD/EVEN LOGIC FAILURE AT ADDRESS, READ VALUE EXPECTING

VALUE — A memory module may be faulty or improperly seated. Reinstall the

memory modules and, if necessary, replace them. See your Service Manual at
support.dell.com for more information.

MEMORY WRITE/READ FAILURE AT ADDRESS, READ VALUE EXPECTING VALUE — A

memory module may be faulty or improperly seated. Reinstall the memory
modules and, if necessary, replace them. See your Service Manual at
support.dell.com for more information.

NO BOOT DEVICE AVAILABLE — The computer cannot find the hard drive. If

the hard drive is your boot device, ensure that the drive is installed, properly
seated, and partitioned as a boot device.

NO BOOT SECTOR ON HARD DRIVE — The operating system may be corrupted.

see

Contact Dell (

NO TIMER TICK INTERRUPT — A chip on the system board may be

"Contacting Dell" on page 71).

malfunctioning. Run the System Set tests in the Dell Diagnostics (see "Dell
Diagnostics" on page 39).

NOT ENOUGH MEMORY OR RESOURCES. EXIT SOME PROGRAMS AND TRY AGAIN —

You have too many programs open. Close all windows and open the program
that you want to use.

OPERATING SYSTEM NOT FOUND — Reinstall the hard drive (see your Service

Manual at support.dell.com). If the problem persists, contact Dell (see

"Contacting Dell" on page 71).

OPTIONAL ROM BAD CHECKSUM — The optional ROM has failed. Contact

Dell (see "Contacting Dell" on page 71).

A REQUIRED .DLL FILE WAS NOT FOUND — The program that you are trying to

open is missing an essential file. Remove and then reinstall the program.

Troubleshooting 35

Microsoft® Windows Vista®:

1

Click the Windows Vista start button →

Programs and Features

2

Select the program you want to remove.

3

Click

Uninstall

4

See the program documentation for installation instructions.

.

.

Control Panel→ Programs

→

Microsoft Windows® XP:

1

Click

Start→

Features

2

Select the program you want to remove.

3

Click

Uninstall

4

See the program documentation for installation instructions.

SECTOR NOT FOUND — The operating system cannot locate a sector on the

Control Panel→ Add or Remove Programs→ Programs and

.

.

hard drive. You may have a defective sector or corrupted FAT on the hard
drive. Run the Windows error-checking utility to check the file structure on
the hard drive. See Windows Help and Support for instructions (click

Start→

Help and Support). If a large number of sectors are defective, back up the
data (if possible), and then reformat the hard drive.

SEEK ERROR — The operating system cannot find a specific track on the hard

drive.

SHUTDOWN FAILURE — A chip on the system board may be malfunctioning.

Run the System Set tests in the Dell Diagnostics (see "Dell Diagnostics" on
page 39).

TIME- OF-DAY CLOCK LOST POWER — System configuration settings are

corrupted. Connect your computer to an electrical outlet to charge the
battery. If the problem persists, try to restore the data by entering the system
setup program, and then immediately exit the program (see your Service
Manual at support.dell.com). If the message reappears, contact Dell (see
"Contacting Dell" on page 71).

TIME- OF-DAY CLOCK STOPPED — The reserve battery that supports the system

configuration settings may require recharging. Connect your computer to an
electrical outlet to charge the battery. If the problem persists, contact Dell
(see "Contacting Dell" on page 71).

36 Troubleshooting

TIME- OF-DAY NOT SET-PLEASE RUN THE SYST E M SETUP PROGRAM — The time

or date stored in the system setup program does not match the system clock.
Correct the settings for the Date and Time options. See your Service Manual
at support.dell.com for more information.

TIMER CHIP COUNTER 2 FAILED — A chip on the system board may be

malfunctioning. Run the System Set tests in the Dell Diagnostics (see "Dell
Diagnostics" on page 39).

UNEXPECTED INTERRUPT IN PROTECTED MODE — The keyboard controller may

be malfunctioning, or a memory module may be loose. Run the System
Memory tests and the Keyboard Controller test in the Dell Diagnostics (see
"Dell Diagnostics" on page 39).

X :\ IS NOT ACCESSIBLE. THE DEVICE IS NOT READY — Insert a disk into the

drive and try again.

System Messages

NOTE: If the message you received is not listed below, see the documentation for

either the operating system or the program that was running when the message
appeared.

LERT! PREVIOUS ATTEMPTS AT BOOTING THIS SYSTEM HAVE FAILED AT

A

CHECKPOINT [NNNN]. FOR HELP IN RESOLVING THIS PROBLEM, PLEASE NOTE THIS
CHECKPOINT AND CONTACT DELL TECHNICAL SUPPORT — The computer failed

to complete the boot routine three consecutive times for the same error (see

"Contacting Dell" on page 71 for assistance).

CMOS CHECKSUM ERROR — Possible system board failure or RTC battery low.

Replace the battery (see your Service Manual on the Dell Support website at
support.dell.com or see "Contacting Dell" on page 71 for assistance).

FAN [X ] FAILURE — Fan failure. Replace the defective fan (see your Service

Manual on the Dell Support website at support.dell.com).

HARD-DISK READ FAILURE — Possible hard drive failure during hard drive boot

test (see "Contacting Dell" on page 71 for assistance).

KEYBOARD FAILURE — Keyboard failure or keyboard cable loose (

Service Manual

NO BOOT DEVICE AVAILABLE — The system cannot detect a bootable device or

on the Dell Support website at

support.dell.com

partition.

• If the optical drive is your boot device, ensure that the cables are
connected and that a bootable disc is in the drive.

see your

).

Troubleshooting 37

• If the hard drive is your boot device, ensure that the cables are
connected and that the drive is installed properly and partitioned as a
boot device.

• Enter the system setup program and ensure that the boot sequence
information is correct (see your
website at

NO TIMER TICK INTERRUPT — A chip on the system board might be

support.dell.com

Service Manual

).

on the Dell Support

malfunctioning or system board failure (see "Contacting Dell" on page 71 for
assistance).

NOTICE – HARD DRIVE SELF MONITORING SYSTEM HAS REPORTED THAT A

PARAMETER HAS EXCEEDED ITS NORMAL OPERATING RANGE. DELL RECOMMENDS
THAT YOU BACK UP YOUR DATA REGULARLY. A PARAMETER OUT OF RANGE MAY OR
MAY NOT INDICATE A POTENTIAL HARD DRIVE PROBLEM.— S.M.A.R.T error,

possible hard drive failure. This feature can be enabled or disabled in BIOS setup.

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 Vista:

1

Click the Windows Vista start button , and click

2

Ty p e

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.

Windows XP:

1

Click

Start→

2

Ty p e

hardware troubleshooter

Help and Support

.

in the search field and press

<Enter> to start the search.

3

In the

Fix a Problem

4

In the

Hardware Troubleshooter

the problem and click

section, click

Hardware Troubleshooter

list, select the option that best describes

Next

to follow the remaining troubleshooting steps.

Help and Support.

.

38 Troubleshooting

Dell Diagnostics

CAUTION: Before you begin any of the procedures in this section, read and follow

the safety instructions provided with your computer.

When to Use the Dell Diagnostics

If you experience a problem with your computer, perform the checks in
"Troubleshooting Tips" on page 44, 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 the system setup program (see
your Service Manual on the Dell Support website at
review your computer’s configuration information, and ensure that the device
you want to test is displayed in the system setup program and is active.

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

NOTE: If your computer does not display a screen image, contact Dell (see

"Contacting Dell" on page 71).

1

Ensure that the computer is connected to an electrical outlet that is
known to be working properly.

2

Turn on (or restart) your computer.

3

When the DELL logo appears, press <F12> immediately.

support.dell.com) to

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, and then shut down
your computer and try again.

Troubleshooting 39

4

Use the up- and down-arrow keys to select

Diagnostics

from the boot

menu and then press <Enter>.

The computer runs the Pre-boot System Assessment (PSA), a series of
initial tests of your system board, keyboard, display, memory, hard drive,
and so on.

• Answer any questions that appear.

• If failures are detected, write down the error code(s) and see
"Contacting Dell" on page 370.

• 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" on
page 41).

5

Press any key to start the Dell Diagnostics from the diagnostics utility
partition on your hard drive.

6

Press <Tab> to select

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.

7

At the Dell Diagnostics Main Menu, left-click with the mouse, or press

Test System

and then press <Enter>.

<Tab> and then <Enter>, to select the test you want to run (see "Dell
Diagnostics Main Menu" on page 42).

."

NOTE: Write down any error codes and problem descriptions exactly as they

appear and follow the instructions on the screen.

8

After all tests have completed, close the test window to return to the Dell
Diagnostics Main Menu.

9

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

40 Troubleshooting

Starting the Dell Diagnostics From the Drivers and Utilities Media

Before running the Dell Diagnostics, enter the system setup program (see
your Service Manual on the Dell Support website at support.dell.com) to
review your computer’s configuration information, and ensure that the device
you want to test is displayed in the system setup program and is active.

1

Insert the

2

Restart your computer.

3

When the DELL logo appears, press <F12> immediately.

Drivers and Utilities media into the optical drive

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, and then shut down
your computer and try again.

4

When the boot device list appears, use the up- or down- arrow keys to
highlight

5

Press any key to confirm that you want to start from the CD/DVD.

CD/DVD/CD-RW Drive

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 the system setup program.

then press <Enter>.

If you wait too long and the operating system logo appears, continue to
wait until you see the Microsoft Windows desktop, and then shut down
your computer and try again.

6

Ty p e 1 to

7

At the

Resource CD (graphical user interface)

8

Press <Tab> to select

Run the 32 Bit Dell Diagnostics

Dell Diagnostics Menu

, type 1 to select

.

Dell 32-bit Diagnostics for

.

Test Sys t e m

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.

and then press <Enter>.

Troubleshooting 41

9

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" on page 42).

NOTE: Write down any error codes and problem descriptions exactly as they

appear and follow the instructions on the screen.

10

After all tests have completed, close the test window to return to the Dell
Diagnostics Main Menu.

11

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

12

Remove the

Dell Diagnostics Main Menu

Drivers and Utilities

media from the optical drive.

After the Dell Diagnostics loads the following menu appears:

Option
Test Memory Run the stand-alone memory test
Test System Run system diagnostics

Exit Exit the diagnostics

Function

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.

42 Troubleshooting

Option Function
Extended Test Performs a thorough check of devices in

the system. This typically can take an
hour or more.

(continued)

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 (see "Contacting Dell"
on page 112).

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.

Troubleshooting 43

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 the system setup program, 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.

Troubleshooting Tips

• 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.

44 Troubleshooting

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.

Power Problems

CAUTION: Before you begin any of the procedures in this section, read and follow

the safety instructions provided with your computer.

I

F 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

Support website at support.dell.com

IF THE POWER LIGHT IS BLUE AND THE COMPUTER IS NOT RESPONDING —

• Ensure that the display is connected and powered on.

• If the display is connected and powered on, see "System Messages" on
page 37.

IF THE POWER LIGHT IS BLINKING BLUE — 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 BLINKING AMBER — The computer is receiving

electrical power, a device might be malfunctioning or incorrectly installed.

• Remove and then reinstall all memory modules (see

on the Dell Support website at support.dell.com

• Remove and then reinstall any expansion cards, including graphics cards
(see

your Service Manual on the Dell Support website at

support.dell.com

).

your Service Manual on the Dell

).

your Service Manual

).

Troubleshooting 45

IF THE POWER LIGHT IS STEADY AMBER — There is a power problem, a device

may be malfunctioning or incorrectly installed.

• Ensure that the processor power cable is securely connected to the system
board power connector (see

website at support.dell.com

your Service Manual on the Dell Support

).

• Ensure that the main power cable and the front panel cable are securely
connected to the system board connector (see

Dell Support website at support.dell.com

ELIMINATE INTERFERENCE — Some possible causes of interference are:

your Service Manual on the

).

• Power, keyboard, and mouse extension cables

• Too many devices connected to the same power strip

• Multiple power strips connected to the same electrical outlet

Memory Problems

CAUTION: Before you begin any of the procedures in this section, read and follow

the safety instructions provided with your computer.

F YOU RECEIVE AN INSUFFICIENT MEMORY MESSAGE —

I

• 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

Support website at support.dell.com

• Reseat the memory modules (see

Support website at support.dell.com

successfully communicating with the memory.

• Run the Dell Diagnostics (see "Dell Diagnostics" on page 39).

IF YOU EXPERIENCE OTHER MEMORY PROBLEMS —

• Reseat the memory modules (see

Support website at support.dell.com

successfully communicating with the memory.

• Ensure that you are following the memory installation guidelines (see

Service Manual on the Dell Support website at support.dell.com

your Service Manual on the Dell

).

your Service Manual on the Dell

) to ensure that your computer is

your Service Manual on the Dell

) to ensure that your computer is

your

).

46 Troubleshooting

• 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" on page 20.

• Run the Dell Diagnostics (see "Dell Diagnostics" on page 39).

Lockups and Software Problems

CAUTION: Before you begin any of the procedures in this section, read and follow

the safety instructions provided with your computer.

The computer does not start up

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.

T

URN 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

3

Click to select the program that is no longer responding.

4

Click

Applications

End Task

tab.

.

A program crashes repeatedly

NOTE: Most software includes installation instructions in its documentation or on a

CD or DVD.

HECK THE SOFTWARE DOCUMENTATION — If necessary, uninstall and then

C

reinstall the program.

Troubleshooting 47

A program is designed for an earlier Windows operating system

RUN THE PROGRAM COMPATIBILITY WIZARD —

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

1

Start → Control Panel→ Programs→ Use an older program with

this version of Windows.

2

In the welcome screen, click

3

Follow the instructions on the screen.

Next

.

Windows XP:

The Program Compatibility Wizard configures a program so that it runs in an
environment similar to non-Windows XP operating system environments.

1

Click

Start→

Wizard

2

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

All Programs→ Accessories→ Program Compatibility

→

Next

.

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.

48 Troubleshooting

BACK UP YOUR FILES IMMEDIATELY —

• Use a virus-scanning program to check the hard drive, CDs, or DVDs

• Save and close any open files or programs and shut down your computer
through the Start menu

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/technicalupdate.

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→

2

Ensure that the

Show icon on the taskbar

Dell Support Settings

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, double­click, or right-click the icon.

Troubleshooting 49

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.

50 Troubleshooting

Reinstalling Software

Drivers

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.

Microsoft Windows Vista

1

Click the Windows Vista start button , and right-click

2

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 continue.

3

Scroll down the list of devices and check for an exclamation point (a circle
with a [

If an exclamation point appears next to the device name, you may need to
reinstall the driver or install a new driver (see "Reinstalling Drivers and
Utilities" on page 52).

Microsoft Windows XP

1

Click

2

Under

3

Click

4

In the

5

Click

!]

Start→

Pick a Category

System

System Properties

Device Manager

, and then click

) next to the device name.

Control Panel

, click

.

.

Device Manager

.

Performance and Maintenance

window, click the

.

Hardware

tab.

Computer

.

.

Reinstalling Software 51

6

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 "Reinstalling Drivers and
Utilities" on page 52).

Reinstalling Drivers and Utilities

NOTICE: The Dell Support website at support.dell.com and your Drivers and

Utilities media provide approved drivers for your Dell computer. If you install drivers

obtained from other sources, your computer may not function properly.

Returning to a Previous Device Driver Version

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 Vista:

1

Click the Windows Vista start button , and right-click

2

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 continue.

3

Right-click the device for which the new driver was installed, and click

Properties

4

Click the

5

Click

Roll Back Driver

.

Driver

, and click

tab.

.

Device Manager

.

If Device Driver Rollback does not resolve the problem, reinstall the driver
from the Drivers and Utilities media.

Windows XP:

1

Click

2

3

4

5

Start→

Under

Click

System

In the

Click

Device Manager

Control Panel

Pick a Category

, click

.

System Properties

.

.

Performance and Maintenance

window, click the

Hardware

tab.

Computer

.

.

52 Reinstalling Software

6

Right-click the device for which the new driver was installed, and click

Properties

7

Click the

8

Click

.

Driver

tab.

Roll Back Driver

.

If Device Driver Rollback does not resolve the problem, reinstall the driver
from the Drivers and Utilities media.

Using the Drivers and Utilities Disc

If a problem occurs on your computer after you install or update a driver and
Device Driver Rollback does not resolve the problem, reinstall the driver from
the Drivers and Utilities media.

1

Save and close any open files, and exit any open programs.

2

Insert the

Drivers and Utilities

media.

In most cases, the CD/DVD starts running automatically. If it does not,
start Windows Explorer, click your CD/DVD drive directory to display the
CD/DVD contents, and then double-click the

autorcd.exe

file. The first
time that you run the CD/DVD, it may prompt you to install setup files.
Click

OK

, and then follow the instructions on the screen.

3

From the

Language

drop-down menu in the toolbar, select your preferred

language for the driver or utility (if available).

4

At the welcome screen, click

Next

and wait for the CD/DVD to complete

the hardware scan.

5

To detect other drivers and utilities, under
appropriate categories from the

To pi c

drop-down menus.

System Model, Operating System

Search Criteria

, select the

, and

A link or links appear(s) for the specific drivers and utilities used by your
computer.

6

Click the link of a specific driver or utility to display information about the
driver or utility that you want to install.

7

Click the

Install

button (if present) to begin installing the driver or utility.
At the welcome screen, follow the screen prompts to complete the
installation.

If no

Install

button is present, automatic installation is not an option. For

installation instructions, either see the appropriate instructions in the

Reinstalling Software 53

following subsections, or click

Extract

, follow the extracting instructions,

and then read the readme file.

If instructed to navigate to the driver files, click the CD/DVD directory on
the driver information window to display the files associated with that
driver.

Manually Reinstalling Drivers

After extracting the driver files to your hard drive as described in the previous
section you may be required to update the driver manually.

Microsoft Windows Vista:

1

Click the Windows Vista start button , and right-click

2

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 continue.

3

Double-click the type of device for which you are installing the driver.

4

Double-click the name of the device for which you are installing the driver.

5

Click the

6

Click

Update Driver

7

Click

Browse my computer for driver software

8

Click

Browse

Driver

, and click

tab.

Device Manager

.

.

.

and navigate to where the driver files are located on your

Computer

.

hard drive.

9

When the name of the appropriate driver appears, click the name of the
driver, and click

10

Click

11

Click

Next

Finish

OK.

.

and restart your computer.

Microsoft Windows XP:

NOTE: Drivers can be manually updated for any hardware device installed in your

computer.

1

Click

2

3

Start→ Control Panel

Under

Pick a Category

Click

System

.

.

, click

Performance and Maintenance

.

54 Reinstalling Software

4

In the

System Properties

5

Click

Device Manager

6

Double-click the type of device for which you are installing the driver.

7

Right-click the device for which the driver is being reinstalled, and click

Properties

8

Click the

9

Click

10

Click

11

Click to check
navigate to where the driver files are located on your hard drive.

12

When the name of the appropriate driver appears, click OK

13

Click

14

Click

.

Driver

tab.

Update Driver

Install from a list or specific location (Advanced)

Include this location in the search

Next

.

Finish

and restart your computer.

window, click the

.

.

Hardware

, and click

tab.

, and click

Browse

.

Next

and

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) returns 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.

•

Operating System

your operating system. However, using the
media also deletes all data on the hard drive. Use the media
Restore did not resolve your operating system problem.

installation media can be used to perform a reinstall of

Operating System

installation

only

if System

.

Reinstalling Software 55

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). Using System Restore can be helpful if changes to the
system hardware, software, or settings have left the computer in an
undesirable operating state. For information on using System Restore, see the
Windows Help and Support Center (click Start, and click Help and
Support).

NOTICE: System Restore does not monitor your data files or recover them. Make

regular backups of your data files.

Starting System Restore

Microsoft Windows Vista:

1

Click

Start

.

2

In the Start Search box, type

NOTE: The User Account Control window may appear. If you are an

administrator on the computer, click Continue; otherwise, contact your
administrator to continue.

3

Click

Next

and follow the instructions on the screen.

Microsoft 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 process is complete.

System Restore

and press <Enter>.

NOTE: If a problem occurs after you install a device driver, first try to resolve the

problem by using Windows XP Device Driver Rollback (see "Returning to a Previous
Device Driver Version" on page 52), or reinstall the driver with the Drivers and
Utilities media (see "Using the Drivers and Utilities Disc" on page 53).

1

Click

Restore

2

Click either

point

3

Click

Start→

.

Next

All Programs→ Accessories→ System Tools→

.

Restore my computer to an earlier time

and follow the instructions on the screen.

or

Create a restore

56 Reinstalling Software

System

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 process is complete.

Microsoft Windows Vista:

Click

Start

1

2

In the Start Search box, type

3

Click

.

System Restore

Undo my last restoration

and click

Next

and press <Enter>.

.

Microsoft Windows XP:

1

Click

Start→

Restore

2

Click

Undo my last restoration

Enabling System Restore

NOTE: Windows Vista does not disable System Restore; regardless of low disk

space. Therefore, the following steps apply only to Windows XP.

All Programs→ Accessories→ System Tools→

.

and click

Next

System

.

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:

1

Click

2

Click the

Start→

Control Pane l→ Performance and Maintenance→ System

System Restore

tab and ensure that

Turn off System Restore

unchecked.

.

is

Using Dell Factory Image Restore and Dell PC Restore

NOTICE: Using Dell Factory Image Restore or Dell PC 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 Dell Factory Image Restore or PC Restore only if System Restore did not resolve
your operating system problem.

NOTE: Dell Factory Image Restore and Dell PC Restore by Symantec may not be

available in certain countries or on certain computers.

Use Dell Factory Image Restore (Windows Vista) or Dell PC Restore
(Windows XP) only as the last method to restore your operating system.
These options restore your hard drive to the operating state it was in when

Reinstalling Software 57

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
Factory Image Restore or PC Restore.

Dell Factory Image Restore (Microsoft Windows Vista)

1

Turn on the computer. When the DELL logo appears, press <F8> several
times to access the

2

Select

Repair Your Computer

The

System Recovery Options

3

Select a keyboard layout and click

4

To access the recovery options, log on as a local user. To access the
command prompt, type
click

OK

.

5

Click

Dell Factory Image Restore

NOTE: Depending upon your configuration, you may need to select Dell

Factory Tools, and then Dell Factory Image Restore.

Vista Advanced Boot Options

.

window appears.

Next

.

administrator

in the User name field, and

.

window.

The Dell Factory Image Restore welcome screen appears.

6

Click

Next.

The Confirm Data Deletion screen appears.

NOTICE: If you do not want to proceed with Factory Image Restore, click Cancel.

7

Click the check box to confirm that you want to continue reformatting the
hard drive and restoring the system software to the factory condition, and
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.

8

Click

Finish

to reboot the system.

58 Reinstalling Software

Dell PC Restore (Microsoft Windows XP)

1

Turn on the computer.

During the boot process, a blue bar with

www.dell.com

appears at the top

of the screen.

2

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.

3

Click

Restore

and click

Confirm

.

The restore process takes approximately 6 to 10 minutes to complete.

4

When prompted, click

NOTE: Do not manually shut down the computer. Click Finish and let the computer

completely reboot.

5

When prompted, click

Finish

to reboot the computer.

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.

6

Click

Next

.

The

System Restore

screen appears and the computer restarts.

7

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.

Reinstalling Software 59

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 hard­drive 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.

1

Log on to the computer as a local administrator.

2

In Microsoft Windows Explorer, go to

3

Double-click the filename

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.

4

Click OK to remove the PC Restore partition on the hard drive.

5

Click

Yes

when a confirmation message appears.

DSRIRRemv2.exe

c:\dell\utilities\DSR

.

.

The PC Restore partition is deleted and the newly available disk space is
added to the free space allocation on the hard drive.

6

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

7

Click

Finish

Free Space

to close the

.

PC Restore Removal

window and restart the

computer.

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 "Returning to a Previous Device Driver Version" on page 52). 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 Microsoft
Restore" on page 56).

60 Reinstalling Software

Windows System

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

•Dell

Reinstalling Windows Vista or Windows XP

Operating System

Drivers and Utilities

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.

media

media

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.

1

Save and close any open files and exit any open programs.

2

Insert the

3

If the

4

Restart the computer.

Operating System

Install Windows

disc.

message appears, click

Exit

.

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
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.

5

When the boot device list appears, highlight

®

Windows® desktop; then, shut down your

CD/DVD/CD-RW Drive

and press <Enter>.

6

Press any key to

7

Follow the instructions on the screen to complete the installation.

Boot from CD-ROM

.

Reinstalling Software 61

62 Reinstalling Software

Finding Information

NOTE: Some features or media may be optional and may not ship with your

computer. Some features or media may not be available in certain countries.

NOTE: Additional information may ship with your computer.

Document/Media/Label Contents

Service Tag/Express Service Code

Your Service Tag/Express Service Code is
located on your computer.

Drivers and Utilities Media

The Drivers and Utilities media is a CD or
DVD that may have shipped with your
computer.

Operating System Media

The Operating System media is a CD or
DVD that may have shipped with your
computer.

• Use the Service Tag to identify your
computer when you use

support.dell.com

• Enter the Express Service Code to direct
your call when contacting support.

• A diagnostic program for your computer

• Drivers for your computer

or contact support.

NOTE: Drivers and documentation updates

can be found at support.dell.com.

• Desktop System Software (DSS)

• Readme files

NOTE: Readme files may be included on

your media to provide last-minute updates
about technical changes to your computer
or advanced technical-reference material
for technicians or experienced users.

Reinstall your operating system

Finding Information 63

Document/Media/Label Contents

Safety, Regulatory, Warranty, and Support
Documentation

See the safety and warranty information
that shipped with your computer.

For additional regulatory information, see

the Regulatory Compliance homepage on

www.dell.com at the following location:
www.dell.com/regulatory_compliance

Service Manual

The Service Manual for your computer is
available at support.dell.com.

Dell Technology Guide

The Dell Technology Guide is a available at

support.dell.com.

Microsoft® Windows® Product Key

Your Microsoft Windows License is
located on your computer.

• Warranty information

• Terms and Conditions (U.S. only)

• Safety instructions

• Regulatory information

• Ergonomics information

• End User License Agreement

.

• How to remove and replace parts

• How to configure system settings

• How to troubleshoot and solve problems

• About your operating system

• Using and maintaining peripherals

• Understanding technologies such as
RAID, Internet, Bluetooth
technology, e-mail, networking, and
more

• Provides the product key for your
operating system.

NOTE: Your Microsoft Windows product

key is located on your computer.

®

wireless

64 Finding Information

Getting Help

Obtaining Assistance

CAUTION: If you need to remove the computer cover, first disconnect the

computer power and modem cables from all electrical outlets.

If you experience a problem with your computer, you can complete the
following steps to diagnose and troubleshoot the problem:

1

See "Troubleshooting Tips" on page 44 for information and procedures
that pertain to the problem your computer is experiencing.

2

See "Troubleshooting Tips" on page 44 for procedures on how to run Dell
Diagnostics.

3

Fill out the "Diagnostics Checklist" on page 70.

4

Use Dell's extensive suite of online services available at Dell Support
(

support.dell.com

procedures. See "Online Services" on page 66 for a more extensive list of
Dell Support online.

5

If the preceding steps have not resolved the problem, see "Contacting
Dell" on page 71.

NOTE: Call Dell Support from a telephone at or near the affected computer so that

the support staff can assist you with any necessary procedures.

) for help with installation and troubleshooting

NOTE: Dell's Express Service Code system may not be available in all countries.

When prompted by Dell's automated telephone system, enter your Express
Service Code to route the call directly to the proper support personnel. If you
do not have an Express Service Code, open the Dell Accessories folder,
double-click the Express Service Code icon, and follow the directions.

For instructions on using the Dell Support, see "Technical Support and
Customer Service" on page 66.

Getting Help 65

NOTE: Some of the following services are not always available in all locations

outside the continental U.S. Call your local Dell representative for information on
availability.

Technical Support and Customer Service

Dell's support service is available to answer your questions about Dell
hardware. Our support staff uses computer-based diagnostics to provide fast,
accurate answers.

To contact Dell's support service, see "Before You Call" on page 69, and then
see the contact information for your region or go to support.dell.com.

DellConnect™

DellConnect is a simple online access tool that allows a Dell service and
support associate to access your computer through a broadband connection,
diagnose your problem and repair it all under your supervision. For more
information, go to support.dell.com and click DellConnect.

Online Services

You can learn about Dell products and services at the following websites:

www.dell.com

www.dell.com/ap

www.dell.com/jp

www.euro.dell.com

www.dell.com/la

www.dell.ca

You can access Dell Support through the following websites and e-mail
addresses:

• Dell Support websites

support.dell.com

support.jp.dell.com

support.euro.dell.com

66 Getting Help

(Asian/Pacific countries only)

(Japan only)

(Europe only)

(Latin American and Caribbean countries)

(Canada only)

(Japan only)

(Europe only)

• Dell Support e-mail addresses

[e-mail]

[e-mail]

[e-mail] (Latin America and Caribbean countries only)

[e-mail]

• Dell Marketing and Sales e-mail addresses

[e-mail]

[e-mail] (Canada only)

• Anonymous file transfer protocol (FTP)

ftp.dell.com

(Asian/Pacific countries only)

(Asian/Pacific countries only)

Log in as user:

anonymous

, and use your e-mail address as your password.

AutoTech Service

Dell's automated support service—AutoTech—provides recorded answers to
the questions most frequently asked by Dell customers about their portable
and desktop computers.

When you call AutoTech, use your touch-tone telephone to select the
subjects that correspond to your questions. For the telephone number to call
for your region, see "Contacting Dell" on page 71.

Automated Order-Status Service

To check on the status of any Dell products that you have ordered, you can go
to support.dell.com, or you can call the automated order status service. A
recording prompts you for the information needed to locate and report on
your order. For the telephone number to call for your region, see "Contacting
Dell" on page 71.

Problems With Your Order

If you have a problem with your order, such as missing parts, wrong parts, or
incorrect billing, contact Dell for customer assistance. Have your invoice or
packing slip available when you call. For the telephone number to call for your
region, see "Contacting Dell" on page 71.

Getting Help 67

Product Information

If you need information about additional products available from Dell, or if
you would like to place an order, visit the Dell website at www.dell.com. For
the telephone number to call for your region or to speak to a sales specialist,
see "Contacting Dell" on page 71.

Returning Items for Warranty Repair or Credit

Prepare all items being returned, whether for repair or credit, as follows:

1

Call Dell to obtain a Return Material Authorization Number, and write the
number clearly and prominently on the outside of the box.

For the telephone number to call for your region, see "Contacting Dell" on
page 71.

2

Include a copy of the invoice and a letter describing the reason for the
return.

3

Include a copy of the Diagnostics Checklist (see "Diagnostics Checklist"
on page 70), indicating the tests that you have run and any error messages
reported by the Dell Diagnostics (see "Troubleshooting Tips" on page 44).

4

Include any accessories that belong with the item(s) being returned
(power cables, software media, guides, and so on) if the return is for credit.

5

Pack the equipment to be returned in the original (or equivalent) packing
materials.

You are responsible for paying shipping expenses. You are also responsible for
insuring any product returned, and you assume the risk of loss during
shipment to Dell. Collect On Delivery (C.O.D.) packages are not accepted.

Returns that are missing any of the preceding requirements will be refused at
Dell’s receiving dock and returned to you.

68 Getting Help

Before You Call

NOTE: Have your Express Service Code ready when you call. The code helps Dell’s

automated-support telephone system direct your call more efficiently. You may also
be asked for your Service Tag (located on the back or bottom of your computer).

Remember to fill out the Diagnostics Checklist (see "Diagnostics Checklist"
on page 70). If possible, turn on your computer before you call Dell for
assistance and call from a telephone at or near the computer. You may be
asked to type some commands at the keyboard, relay detailed information
during operations, or try other troubleshooting steps possible only at the
computer itself. Ensure that the computer documentation is available.

CAUTION: Before working inside your computer, read and follow the safety

instructions provided with your computer.

Getting Help 69

Diagnostics Checklist

Name:

Date:

Address:

Phone number:

Service Tag (bar code on the back or bottom of the computer):

Express Service Code:

Return Material Authorization Number (if provided by Dell support technician):

Operating system and version:

Devices:

Expansion cards:

Are you connected to a network? Yes No

Network, version, and network adapter:

Programs and versions:

See your operating system documentation to determine the contents of the
system’s start-up files. If the computer is connected to a printer, print each file.
Otherwise, record the contents of each file before calling Dell.

Error message, beep code, or diagnostic code:

Description of problem and troubleshooting procedures you performed:

70 Getting Help

Contacting Dell

For customers in the United States, call 800-WWW-DELL (800-999-3355).

NOTE: If you do not have an active Internet connection, you can find contact

information on your purchase invoice, packing slip, bill, or Dell product catalog.

Dell provides several online and telephone-based support and service options.
Availability varies by country and product, and some services may not be
available in your area. To contact Dell for sales, technical support, or
customer service issues:

1

Visit

support.dell.com

2

Verify your country or region in the
menu at the bottom of the page.

3

Click

Contact Us

4

Select the appropriate service or support link based on your need.

5

Choose the method of contacting Dell that is convenient for you.

.

Choose A Country/Region

on the left side of the page.

drop-down

Getting Help 71

72 Getting Help

Index

B

beep codes, 30

C

CDs

operating system, 63

computer

beep codes, 30
crashes, 47-48
restore to previous state, 55
stops responding, 47

conflicts

software and hardware

incompatibilities, 38

contacting Dell, 71

D

Dell

contacting, 71

DellConnect, 66

diagnostics

beep codes, 30

documentation

User’s Guide, 64

drivers, 51

identifying, 51
reinstalling, 52

E

ergonomics information, 64

error messages

beep codes, 30

F

Factory Image Restore, 58

Files and Settings Transfer

Wizard, 15

H

hardware

beep codes, 30
conflicts, 38

Hardware Troubleshooter, 38

Index 73

I

Internet connection

about, 13
options, 13
setting up, 13

IRQ conflicts, 38

M

memory

problems, 46

O

problems

beep codes, 30
blue screen, 48
computer crashes, 47-48
computer stops responding, 47
conflicts, 38
general, 47
memory, 46
power, 45
power light conditions, 45
program crashes, 47
program stops responding, 47
restore to previous state, 55-56
software, 47-48

operating system

media, 60
reinstalling, 63

P

PC Restore, 57, 59

phone numbers, 71

power

problems, 45

power light, 49

conditions, 45

printer

connecting, 13
setting up, 13

74 Index

S

S.M.A.R.T, 38

software

conflicts, 38
problems, 47-48

specifications

audio, 21
computer information, 19
connectors, 22
controls and lights, 24
drives, 20
environmental, 26
expansion bus, 21
memory, 20
physical, 26
power, 25
processor, 19
video, 20

support

contacting Dell, 71

System Restore, 55-56

W

Windows Vista

Dell Factory Image Restore, 57
System Restore, 56

T

telephone numbers, 71

transferring information to a new

computer, 15

troubleshooting

conflicts, 38
error messages, 32
Hardware Troubleshooter, 38
restore to previous state, 55-56

Windows XP

Dell PC Restore, 57
Device Driver Rollback, 52
Files and Settings Transfer

Wizard, 1 5
Hardware Troubleshooter, 38
reinstalling, 63
System Restore, 55-56

wizards

Files and Settings Transfer

Wizard, 1 5

Index 75

76 Index