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Troubleshooting

Dell™ Latitude™ D630/D630c User's Guide

  Diagnostic Lights

  Dell™ Technical Update Service

  Dell Diagnostics

  Dell Support Utility

  Drive Problems

  E-Mail, Modem, and Internet Problems

  Error Messages

  IEEE 1394 Device Problems

  Keyboard Problems

  Lockups and Software Problems

  Memory Problems

  Network Problems

  PC Card Problems

  Power Problems

  Printer Problems

  Scanner Problems

  Sound and Speaker Problems

  Touch Pad or Mouse Problems

  Video and Display Problems



Diagnostic Lights

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

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

NOTE: After the computer completes POST, the Num Lock light may remain on, depending on your BIOS settings. For more information on using the system setup program, see System Setup Program.

Diagnostic Light Codes During POST

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

Light Pattern

Problem Description

Suggested Resolution

No memory modules are detected.

  • If two or more memory modules are installed, remove the modules, then reinstall one module and restart the computer. If the computer starts normally, continue to install additional memory modules (one at a time) until you have identified a faulty module or reinstalled all modules without error (see Memory).
  • If available, install working memory of the same type into your computer (see Memory).
  • If the problem persists, contact Dell Support.

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

  • If two or more memory modules are installed, remove the modules, then reinstall one module and restart the computer. If the computer starts normally, continue to install additional memory modules (one at a time) until you have identified a faulty module or reinstalled all modules without error (see Memory).
  • If available, install working memory of the same type into your computer (see Memory).
  • If the problem persists, contact Dell Support.

System board failure has occurred.

Contact Dell Support.

A possible processor failure has occurred.

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

A possible graphics card/video failure has occurred.

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

A possible LCD failure has occurred.

  • Reseat the LCD cable (see your computer's Service Manual).
  • If the problem persists, contact Dell Support.

A possible keyboard failure has occurred.

  • Reseat the keyboard (see Keyboard).
  • If available, connect an external keyboard.
  • If the problem persists, contact Dell Support.

A possible modem failure has occurred.

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


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 Diagnostics

Fill out the Diagnostics Checklist (see Diagnostics Checklist) as you complete these checks.

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.

When to Use the Dell Diagnostics

If you experience a problem with your computer, perform the checks in Lockups and Software Problems and run the Dell Diagnostics before you contact Dell for technical assistance.

It is recommended that you print these procedures before you begin.

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

Enter the System Setup Program (see System Setup Program), review your computer's configuration information, and ensure that the device you want to test displays in system setup and is active.

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

Starting the Dell Diagnostics From Your Hard Drive

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

NOTE: If your computer cannot display a screen image, contact Dell (see Contacting Dell).
  1. If the computer is connected to a docking device (docked), undock it. See the documentation that came with your docking device for instructions. Ensure the computer is connected to a known good electrical outlet.

  2. Turn on (or restart) your computer.

  3. Diagnostics can be invoked one of two ways:

    1. When the DELL™ logo appears, press <F12> immediately. Select Diagnostics from the boot menu and press <Enter>.

NOTE: If you wait too long and the operating system logo appears, continue to wait until you see the Microsoft® Windows® desktop; then, shut down your computer and try again.
NOTE: Before attempting option B, the computer must be powered down completely.
    1. Press and hold the <Fn> key while powering the computer on.

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

The computer runs the Pre-boot System Assessment, a series of initial tests of your system board, keyboard, display, memory, hard drive, etc.

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

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

Starting the Dell Diagnostics from the Drivers and Utilities Media

  1. Insert the Drivers and Utilities media.

  2. Shut down and restart the computer.

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® Windows® desktop; then, shut down your 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.
  1. When the boot device list appears, highlight IDE CD-ROM DeviceCD/DVD/CD-RW Drive and press <Enter>.

  2. Select the Boot from CD-ROM option from the menu that appears and press <Enter>.

  3. Type 1 to start the media menu and press <Enter> to proceed.

  4. Select Run the 32 Bit Dell Diagnostics from the numbered list. If multiple versions are listed, select the version appropriate for your computer.

  5. When the Dell Diagnostics Main Menu appears, select the test you want to run.

Dell Diagnostics Main Menu

  1. After the Dell Diagnostics loads and the Main Menu screen appears, click the button for the option you want.

Option

Function 

Express Test

Performs a quick test of devices. This test typically takes 10 to 20 minutes and requires no interaction on your part. Run Express Test first to increase the possibility of tracing the problem quickly.

Extended Test

Performs a thorough check of devices. This test typically takes 1 hour or more and requires you to answer questions periodically.

Custom Test

Tests a specific device. You can customize the tests you want to run.

Symptom Tree

Lists the most common symptoms encountered and allows you to select a test based on the symptom of the problem you are having.

  1. If a problem is 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 and follow the instructions on the screen.

If you cannot resolve the error condition, contact Dell (see Obtaining Assistance).

NOTE: The Service Tag for your computer is located at the top of each test screen. If you contact Dell, technical support will ask for your Service Tag.
  1. If you run a test from the Custom Test or Symptom Tree option, click the applicable tab described in the following table for more information.

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 may indicate requirements for running the test.

Configuration

Displays your hardware configuration for the selected device.

The Dell Diagnostics obtains configuration information for all devices from system setup, memory, and various internal tests, and it displays the information in the device list in the left pane of the screen. The device list may not display the names of all the components installed on your computer or all devices attached to your computer.

Parameters

Allows you to customize the test by changing the test settings.

  1. When the tests are completed, if you are running the Dell Diagnostics from the Drivers and Utilities media, remove the media.

  2. When the tests are complete, close the test screen to return to the Main Menu screen. To exit the Dell Diagnostics and restart the computer, close the Main Menu screen.


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

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

  1. Click the Start button and point to Programs.

  2. Click Dell Support and point to Dell Support Settings.

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

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

The Dell Support Utility is customized for your computing environment.

The Dell Support icon in the taskbar functions differently when you click, double-click, or right-click the icon.

Clicking the Dell Support Icon

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

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.


Drive Problems

Fill out the Diagnostics Checklist (see Diagnostics Checklist) as you complete these checks.

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.

Ensure that Microsoft® Windows® recognizes the drive —

Click the Start button and click My Computer. If the floppy, CD, or DVD drive is not listed, perform a full scan with your antivirus software to check for and remove viruses. Viruses can sometimes prevent Windows from recognizing the drive.

Test the drive —

Clean the drive or disk.

Ensure that the CD is snapped onto the spindle.

Check the cable connections.

Check for hardware incompatibilities.

Run the Dell Diagnostics — See Dell Diagnostics.

Media drive problems

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

Problems writing to a CD/DVD-RW drive

Close other programs —

The CD/DVD-RW drive must receive a steady stream of data when writing. If the stream is interrupted, an error occurs. Try closing all programs before you write to the CD/DVD-RW.

Turn off Standby mode in Windows before writing to a CD/DVD-RW disc —

Search for the keyword standby in the Windows Help and Support Center for information on power management modes. To access the Help and Support Center, click Start® Help and Support.

Change the write speed to a slower rate —

See the help files for your media creation software.

If you cannot eject the CD, CD-RW, DVD, or DVD+RW drive tray

  1. Ensure that the computer is shut down.

  2. Straighten a paper clip and insert one end into the eject hole at the front of the drive; push firmly until the tray is partially ejected.

  3. Gently pull out the tray until it stops.

If you hear an unfamiliar scraping or grinding sound

Hard drive problems

Allow the computer to cool before turning it on —

A hot hard drive may prevent the operating system from starting. Try allowing the computer to return to room temperature before turning it on.

Run Check Disk —

  1. Click the Start button and click My Computer.

  2. Right-click Local Disk C:.

  3. Click Properties.

  4. Click the Tools tab.

  5. Under Error-checking, click Check Now.

  6. Click Scan for and attempt recovery of bad sectors.

  7. Click Start.


E-Mail, Modem, and Internet Problems

Fill out the Diagnostics Checklist (see Diagnostics Checklist) as you complete these checks.

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
NOTE: Connect the modem to an analog telephone jack only. The modem does not operate while it is connected to a digital telephone network.

Check the Microsoft Outlook® Express Security Settings —

If you cannot open your e-mail attachments:

  1. In Outlook Express, click Tools, click Options, and then click Security.

  2. Click Do not allow attachments to remove the checkmark.

Check the telephone line connection.

Check the telephone jack.

Connect the modem directly to the telephone wall jack.

Use a different telephone line —

Run the Modem Diagnostic Tool —

Click the Start button, point to All Programs and then click Modem Diagnostic Tool. Follow the instructions on the screen to identify and resolve modem problems.

Verify that the modem is communicating with Windows —

  1. Click the Start button and click Control Panel.

  2. Click Printers and Other Hardware.

  3. Click Phone and Modem Options.

  4. Click the Modems tab.

  5. Click the COM port for your modem.

  6. Click Properties, click the Diagnostics tab, and then click Query Modem to verify that the modem is communicating with Windows.

If all commands receive responses, the modem is operating properly.

Ensure that you are connected to the Internet —

Ensure that you have subscribed to an Internet provider. With the Outlook Express e-mail program open, click File. If Work Offline has a checkmark next to it, click the checkmark to remove it and connect to the Internet. For help, contact your Internet service provider.

Scan the computer for spyware —

If you are experiencing slow computer performance, you frequently receive pop-up advertisements, or you are having problems connecting to the Internet, your computer might be infected with spyware. Use an anti-virus program that includes anti-spyware protection (your program may require an upgrade) to scan the computer and remove spyware. For more information, go to support.dell.com and search for the keyword spyware.


Error Messages

Fill out the Diagnostics Checklist (see Diagnostics Checklist) as you complete these checks.

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.

If the message is not listed, see the documentation for the operating system or the program that was running when the message appeared.

Auxiliary device failure —

The touch pad, track stick, or external mouse may be faulty. For an external mouse, check the cable connection. Enable the Pointing Device option in the system setup program. If the problem persists, contact Dell (see Obtaining Assistance).

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 Obtaining Assistance).

CD drive controller failure —

The CD drive does not respond to commands from the computer (see Dell Support Utility).

Data error —

The hard drive cannot read the data (see Dell Support Utility).

Decreasing available memory —

One or more memory modules may be faulty or improperly seated. Reinstall the memory modules and, if necessary, replace them (see Memory Problems).

Disk C: failed initialization —

The hard drive failed initialization. Run the hard drive tests in the Dell Diagnostics (see Dell Diagnostics).

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 Drive Problems).

Error reading PCMCIA card —

The computer cannot identify the PC Card. Reinsert the card or try another PC Card (see Installing a PC Card or ExpressCard).

Extended memory size has changed —

The amount of memory recorded in NVRAM does not match the memory installed in the computer. Restart the computer. If the error appears again, contact Dell (see Obtaining Assistance).

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 too 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 Memory Problems).

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 Hard drive problems), and boot the computer from media. 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).

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 Hard drive problems), and boot the computer from media. 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).

Hard-disk drive failure —

The hard drive does not respond to commands from the computer. Shut down the computer, remove the hard drive (see Hard drive problems), and boot the computer from media. 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).

Hard-disk drive read failure —

The hard drive may be defective. Shut down the computer, remove the hard drive (see Hard drive problems), and boot the computer from media. 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).

Insert bootable media —

The operating system is trying to boot to nonbootable media. Insert bootable media.

Invalid configuration information-please run System Setup Program —

The system configuration information does not match the 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 System Setup Program).

Keyboard clock line failure —

For external keyboards, check the cable connection. Run the Keyboard Controller test in the Dell Diagnostics (see Dell Diagnostics).

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).

Keyboard data line failure —

For external keyboards, check the cable connection. Run the Keyboard Controller test in the Dell Diagnostics (see Dell Diagnostics).

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).

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 Memory Problems.

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.

Memory data line failure at address, read value expecting value —

A memory module may be faulty or improperly seated. Reinstall the memory modules (see Memory Problems) and, if necessary, replace them.

Memory double word logic failure at address, read value expecting value —

A memory module may be faulty or improperly seated. Reinstall the memory modules (see Memory Problems) and, if necessary, replace them.

Memory odd/even logic failure at address, read value expecting value —

A memory module may be faulty or improperly seated. Reinstall the memory modules (see Memory Problems) and, if necessary, replace them.

Memory write/read failure at address, read value expecting value —

A memory module may be faulty or improperly seated. Reinstall the memory modules (see Memory Problems) and, if necessary, replace them.

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. Contact Dell (see Obtaining Assistance).

No timer tick interrupt —

A chip on the system board may be malfunctioning. Run the System Set tests in the Dell Diagnostics (see Dell Diagnostics).

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 Drive Problems). If the problem persists, contact Dell (see Obtaining Assistance).

Optional ROM bad checksum —

The optional ROM apparently failed. Contact Dell (see Obtaining Assistance).

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.

  1. Click the Start button and click Control Panel.

  2. Click Add or Remove Programs.

  3. Select the program you want to remove.

  4. Click Remove or Change/Remove and follow the prompts on the screen.

  5. See the program documentation for installation instructions.

Sector not found —

The operating system cannot locate a sector on the 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. For instructions, access the Help and Support Center (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).

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. Then immediately exit the program. If the message reappears, contact Dell (see Obtaining Assistance).

Time-of-day clock stopped —

The reserve battery that supports the system configuration settings may require replacement (see Coin-Cell Battery).

Time-of-day not set-please run the System 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 System Setup Program).

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).

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).

x:\ is not accessible. The device is not ready —

Insert a disk into the drive and try again.

Warning: Battery is critically low —

The battery is running out of charge. Replace the battery, or connect the computer to an electrical outlet. Otherwise, activate hibernate mode or shut down the computer.


IEEE 1394 Device Problems

Fill out the Diagnostics Checklist (see Diagnostics Checklist) as you complete these checks.

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.

Ensure that the IEEE 1394 device is recognized by Windows —

  1. Click the Start button and click Control Panel.

  2. Click Printers and Other Hardware.

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

If you have problems with a Dell-provided IEEE 1394 device —

If you have problems with an IEEE 1394 device not provided by Dell —

Contact Dell (see Obtaining Assistance) or the IEEE 1394 device manufacturer.

Ensure that the IEEE 1394 device is properly inserted into the connector.


Keyboard Problems

Fill out the Diagnostics Checklist (see Diagnostics Checklist) as you complete these checks.

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
NOTE: Use the integrated keyboard when running the Dell Diagnostics or the system setup program. When you attach an external keyboard, the integrated keyboard remains fully functional.

External Keyboard problems

NOTE: When you attach an external keyboard, the integrated keyboard remains fully functional.

Check the keyboard cable —

Shut down the computer. Disconnect the keyboard cable and check it for damage, and firmly reconnect the cable.

If you are using a keyboard extension cable, disconnect it and connect the keyboard directly to the computer.

Check the external keyboard —

  1. Shut down the computer, wait 1 minute, and turn it on again.

  2. Verify that the numbers, capitals, and scroll lock lights on the keyboard blink during the boot routine.

  3. From the Windows desktop, click the Start button, point to Programs, point to Accessories, and click Notepad.

  4. Type some characters on the external keyboard and verify that they appear on the display.

If you cannot verify these steps, you may have a defective external keyboard.

To verify that the problem is with the external keyboard, check the integrated keyboard —

  1. Shut down the computer.

  2. Disconnect the external keyboard.

  3. Turn on the computer.

  4. From the Windows desktop, click the Start button, point to Programs, point to Accessories, and click Notepad.

  5. Type some characters on the internal keyboard and verify that they appear on the display.

If the characters appear now but did not with the external keyboard, you may have a defective external keyboard. Contact Dell (see Obtaining Assistance).

Run the keyboard diagnostics tests —

Run the PC-AT Compatible Keyboards tests in the Dell Diagnostics (see Dell Diagnostics). If the tests indicate a defective external keyboard, contact Dell (see Obtaining Assistance).

Unexpected characters

Disable the numeric keypad —

Press <Num Lk> to disable the numeric keypad if numbers are displayed instead of letters. Verify that the numbers lock light is not lit.


Lockups and Software Problems

Fill out the Diagnostics Checklist (see Diagnostics Checklist) as you complete these checks.

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.

The computer does not start up

Ensure that the AC adapter is firmly connected to the computer and to the electrical outlet.

The computer stops responding

NOTICE: You might lose data if you are unable to perform an operating system shutdown.

Turn the computer off —

If you are unable to get a response by pressing a key on your keyboard or moving your mouse, press and hold the power button for at least 8 to 10 seconds until the computer turns off. Then restart your computer.

A program stops responding or crashes repeatedly

NOTE: Software usually includes installation instructions in its documentation or on a floppy disk or CD.

End the program —

  1. Press <Ctrl><Shift><Esc> simultaneously.

  2. Click Task Manager.

  3. Click the program that is no longer responding.

  4. Click End Task.

Check the software documentation —

 If necessary, uninstall and then reinstall the program.

A program is designed for an earlier Microsoft® Windows® operating system

Run the Program Compatibility Wizard —

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

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

  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 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. Then restart your computer.

Other software problems

Check the software documentation or contact the software manufacturer for troubleshooting information —

Back up your files immediately.

Use a virus-scanning program to check the hard drive, floppy disks, or CDs.

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

Scan the computer for spyware —

If you are experiencing slow computer performance, you frequently receive pop-up advertisements, or you are having problems connecting to the Internet, your computer might be infected with spyware. Use an anti-virus program that includes anti-spyware protection (your program may require an upgrade) to scan the computer and remove spyware. For more information, go to support.dell.com and search for the keyword spyware.

Run the Dell Diagnostics —

See Dell Diagnostics. If all tests run successfully, the error condition is related to a software problem.


Memory Problems

Fill out the Diagnostics Checklist (see Diagnostics Checklist) as you complete these checks.

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.

If you receive an insufficient memory message —

If you experience other memory problems —


Network Problems

Fill out the Diagnostics Checklist (see Diagnostics Checklist) as you complete these checks.

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.

General

Check the network cable connector —

Ensure that the network cable is firmly inserted into both the network connector on the back of the computer and the network connector.

Check the network lights on the network connector —

No light indicates that no network communication exists. Replace the network cable.

Restart the computer and log on to the network again.

Check your network settings —

Contact your network administrator or the person who set up your network to verify that your network settings are correct and that the network is functioning.

Wireless Local Area Network (WLAN)

For information about troubleshooting wireless local area networks, see Wireless Local Area Network.

Mobile Broadband (Wireless Wide Area Network)

NOTE: The Dell Mobile Broadband Card Utility user's guide is available through the Windows Help and Support Center. To access the Help and Support Center, click Start® Help and Support. You can also download the Dell Mobile Broadband Card Utility user's guide from support.dell.com.
NOTE: Remove any network cables from the computer and disable the WLAN card. To disable the WLAN card, click Start® Connect To® Wireless Network Connection® Disable.
NOTE: The icon appears on the Windows desktop if the computer has a Dell Mobile Broadband card installed. Double-click the icon to launch the utility. Once the utility has launched, the icon appears in the notification area.

Cannot connect —

The Dell Mobile Broadband Card must be activated on the network in order to connect. Once the Dell Mobile Broadband Card Utility has been launched, position the mouse over the icon in the taskbar to read the status of the connection. If the status indicates the mobile broadband card is not activated, see Activate your Mobile Broadband card for more information. If problems persist, contact your Mobile Broadband service carrier for details on your plan.

Check your Mobile Broadband network service —

Contact your Mobile Broadband service carrier to verify coverage plan and supported services.

Check the status in the Dell Mobile Broadband Card Utility —

Click the icon on the Windows desktop to launch the utility. Check the status in the main window:

Activate your Mobile Broadband card —

Before you connect to the Internet, you must activate the Mobile Broadband service through your cellular service provider. For instructions and for additional information about using the Dell Mobile Broadband Card Utility, see the user's guide available through the Windows Help and Support Center (click Start® Help and Support). The user's guide is also available on the Dell Support website at support.dell.com and on the media included with your Mobile Broadband card if you purchased the card separately from your computer.


PC Card Problems

Fill out the Diagnostics Checklist (see Diagnostics Checklist) as you complete these checks.

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.

Check the Card —

Ensure that the card is properly inserted into the connector.

Ensure that the card is recognized by Windows —

Double-click the Safely Remove Hardware icon in the Windows taskbar. Ensure that the card is listed.

If you have problems with a Dell-provided Card —

Contact Dell (see Obtaining Assistance).

If you have problems with a Card not provided by Dell —

Contact the card manufacturer.


Power Problems

Fill out the Diagnostics Checklist (see Diagnostics Checklist) as you complete these checks.

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.

Check the power light —

When the power light is lit or blinking, the computer has power. If the power light is blinking, the computer is in standby mode—press the power button to exit standby mode. If the light is off, press the power button to turn on the computer.

Charge the battery —

The battery charge may be depleted.

  1. Reinstall the battery.

  2. Use the AC adapter to connect the computer to an electrical outlet.

  3. Turn on the computer.

NOTE: Battery operating time (the time the battery can hold a charge) decreases over time. Depending on how often the battery is used and the conditions under which it is used, you may need to purchase a new battery during the life of your computer.

Check the battery status light —

If the battery status light flashes orange or is a steady orange the battery charge is low or depleted. Connect the computer to an electrical outlet.

If the battery status light flashes green and orange, the battery is too hot to charge. Shut down the computer, disconnect the computer from the electrical outlet, and then let the battery and computer cool to room temperature.

If the battery status light rapidly flashes orange, the battery may be defective. Contact Dell (see Obtaining Assistance).

Check the battery temperature —

If the battery temperature is below 0° C (32° F), the computer will not start up.

Test the electrical outlet —

Ensure that the electrical outlet is working by testing it with another device, such as a lamp.

Check the AC adapter —

Check the AC adapter cable connections. If the AC adapter has a light, ensure that the light is on.

Connect the computer directly to an electrical outlet —

Bypass power protection devices, power strips, and the extension cable to verify that the computer turns on.

Eliminate possible interference —

Turn off nearby fans, fluorescent lights, halogen lamps, or other appliances.

Adjust the power properties —

See Configuring Power Management Settings.

Reseat the memory modules —

If the computer power light turns on but the display remains blank, reinstall the memory modules (see Memory Problems).

Ensuring Sufficient Power for Your Computer

Your computer is designed to use a 65-W or higher AC adapter.

Using AC adapters that are less-powerful than 65 W will cause you to receive a WARNING message.

Docking Power Considerations

Due to the extra power consumption when a computer is docked to the Dell D/Dock, normal computer operation is not possible on battery power alone. Ensure that the AC adapter is connected to your computer when the computer is docked to the Dell D/Dock.

Docking While the Computer Is Running

If a computer is connected to the Dell D/Dock or Dell D/Port while the computer is running, presence of the docking device is ignored until the AC adapter is connected to the computer.

AC Power Loss While the Computer Is Docked

If a computer loses AC power while docked to the Dell D/Dock or Dell D/Port, the computer immediately goes into low-performance mode.


Printer Problems

Fill out the Diagnostics Checklist (see Diagnostics Checklist) as you complete these checks.

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
NOTE: If you need technical assistance for your printer, contact the printer's manufacturer.

Ensure that the printer is turned on.

Check the printer cable connections —

Test the electrical outlet —

Ensure that the electrical outlet is working by testing it with another device, such as a lamp.

Verify that the printer is recognized by Windows —

  1. Click the Start button, click Control Panel, and then click Printers and Other Hardware.

  2. Click View installed printers or fax printers.

If the printer is listed, right-click the printer icon.

  1. Click Properties and click the Ports tab. For a parallel printer, ensure that the Print to the following port(s): setting is LPT1 (Printer Port). For a USB printer, ensure that the Print to the following port(s): setting is USB.

Reinstall the printer driver —

See the printer documentation for instructions.


Scanner Problems

Fill out the Diagnostics Checklist (see Diagnostics Checklist) as you complete these checks.

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.
NOTE: If you need technical assistance for your scanner, contact the scanner's manufacturer.

Check the scanner documentation —

See the scanner documentation for setup and troubleshooting information.

Unlock the scanner —

Ensure that your scanner is unlocked if it has a locking tab or button.

Restart the computer and try the scanner again.

Check the cable connections —

Verify that the scanner is recognized by Microsoft Windows —  

  1. Click Start® Control Panel® Printers and Other Hardware.

  2. Click Scanners and Cameras.

If your scanner is listed, Windows recognizes the scanner.

Reinstall the scanner driver —

See the scanner documentation for instructions.


Sound and Speaker Problems

Fill out the Diagnostics Checklist (see Diagnostics Checklist) as you complete these checks.

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.

No sound from integrated speakers

Adjust the Windows volume control —

Double-click the speaker icon in the lower-right corner of your screen. Ensure that the volume is turned up and that the sound is not muted. Adjust the volume, bass, or treble controls to eliminate distortion.

Adjust the volume using keyboard shortcuts —

Press <Fn><End> to disable (mute) or reenable the integrated speakers.

Reinstall the sound (audio) driver —

See Reinstalling Drivers and Utilities.

No sound from external speakers

Ensure that the subwoofer and the speakers are turned on —

See the setup diagram supplied with the speakers. If your speakers have volume controls, adjust the volume, bass, or treble to eliminate distortion.

Adjust the Windows volume control —

Click or double-click the speaker icon in the lower-right corner of your screen. Ensure that the volume is turned up and that the sound is not muted.

Disconnect headphones from the headphone connector —

Sound from the speakers is automatically disabled when headphones are connected to the computer's front-panel headphone connector.

Test the electrical outlet —

Ensure that the electrical outlet is working by testing it with another device, such as a lamp.

Eliminate possible interference —

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

Reinstall the audio driver —

See Reinstalling Drivers and Utilities.

Run the Dell Diagnostics —

See Dell Diagnostics.

NOTE: The volume control in some MP3 players overrides the Windows volume setting. If you have been listening to MP3 songs, ensure that you did not turn the player volume down or off.

No sound from headphones

Check the headphone cable connection —

Ensure that the headphone cable is securely inserted into the headphone connector.

Adjust the Windows volume control —

Click or double-click the speaker icon in the lower-right corner of your screen. Ensure that the volume is turned up and that the sound is not muted.


Touch Pad or Mouse Problems

Check the touch pad settings —

  1. Click the Start button, click Control Panel, and then click Printers and Other Hardware.

  2. Click Mouse.

  3. Try adjusting the settings.

Check the mouse cable —

Shut down the computer. Disconnect the mouse cable, check it for damage, and firmly reconnect the cable.

If you are using a mouse extension cable, disconnect it and connect the mouse directly to the computer.

To verify that the problem is with the mouse, check the touch pad —

  1. Shut down the computer.

  2. Disconnect the mouse.

  3. Turn on the computer.

  4. At the Windows desktop, use the touch pad to move the cursor around, select an icon, and open it.

If the touch pad operates correctly, the mouse may be defective.

Check the system setup program settings —

Verify that the system setup program lists the correct device for the pointing device option. (The computer automatically recognizes a USB mouse without making any setting adjustments.)

Test the mouse controller —

To test the mouse controller (which affects pointer movement) and the operation of the touch pad or mouse buttons, run the Mouse test in the Pointing Devices test group in the Dell Diagnostics (see Dell Diagnostics).

Reinstall the touch pad driver —

See Reinstalling Drivers and Utilities.


Video and Display Problems

Fill out the Diagnostics Checklist (see Diagnostics Checklist) as you complete these checks.

CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product Information Guide.

If the display is blank

NOTE: If you are using a program that requires a higher resolution than your computer supports, it is recommended that you attach an external monitor to your computer.

Check the battery —

If you are using a battery to power your computer, the battery charge may be depleted. Connect the computer to an electrical outlet using the AC adapter, and turn on the computer.

Test the electrical outlet —

Ensure that the electrical outlet is working by testing it with another device, such as a lamp.

Check the AC adapter —

Check the AC adapter cable connections. If the AC adapter has a light, ensure that the light is on.

Connect the computer directly to an electrical outlet —

Bypass power protection devices, power strips, and the extension cable to verify that the computer turns on.

Adjust the power properties —

Search for the keyword standby in the Windows Help and Support Center (click Start® Help and Support).

Switch the video image —

If your computer is attached to an external monitor, press <Fn><F8> to switch the video image to the display.

If the display is difficult to read

Adjust the brightness —

Press <Fn> and the up- or down-arrow key

Move the external subwoofer away from the computer or monitor —

If your external speaker system includes a subwoofer, ensure that the subwoofer is at least 60 cm (2 ft) away from the computer or external monitor.

Eliminate possible interference —

Turn off nearby fans, fluorescent lights, halogen lamps, or other appliances.

Rotate the computer to face a different direction —

Eliminate sunlight glare, which can cause poor picture quality.

Adjust the Windows display settings —

  1. Click the Start button and then click Control Panel.

  2. Click Appearance and Themes.

  3. Click the area you want to change or click the Display icon.

  4. Try different settings for Color quality and Screen resolution.

Run the Video diagnostics tests —

If no error message appears and you still have a display problem, but the display is not completely blank, run the Video device group in the Dell Diagnostics. If the problem persists, contact Dell (see Obtaining Assistance).

See "Error Messages" —

If an error message appears, see Error Messages.

If only part of the display is readable

Connect an external monitor —

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

  2. Turn on the computer and the monitor and adjust the monitor brightness and contrast controls.

If the external monitor works, the computer display or video controller may be defective. Contact Dell (see Obtaining Assistance).


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