Solving Problems

Power Problems

Fill out the Diagnostics Checklist as you complete these checks.

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. Reinstall the battery. Use the AC adapter to connect the computer to an electrical outlet. Turn on the 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.

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 "Power Management."

Reseat the memory modules — If the computer power light turns on but the display remains blank, reseat the memory modules.

Error Messages

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

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.

CD drive controller failure — The CD drive does not respond to commands from the computer. See "Drive Problems."

Data error — The floppy or hard drive cannot read the data. See "Drive Problems."

Decreasing available memory — One or more memory modules may be faulty or improperly seated. Reseat the memory modules and, if necessary, replace them. See "Adding Memory."

Disk C: failed initialization — The hard drive failed initialization. Run the Hard-Disk Drive tests as described in "Using the Dell Diagnostics."

Floppy drive 0 seek failure — The system configuration information may not match the hardware configuration. Run the Diskette tests as described in "Using the Dell Diagnostics."

Diskette read failure — The floppy disk may be defective. If the drive access light turns on, try a different disk. See "Drive Problems."

Diskette subsystem reset failed — The floppy drive controller may be faulty. Run the Diskette tests as described in "Using the Dell Diagnostics."

Diskette write-protected — Because the floppy disk is write-protected, the operation cannot be completed. Slide the write-protect notch.

Drive not ready — The operation requires a floppy disk in the drive or a hard drive in the bay before it can continue. Insert a floppy disk, or push the floppy disk all the way into the drive until the eject button pops out. Or, install a hard drive in the hard drive bay.

Error reading PCMCIA card — The computer cannot identify the PC Card. Reinsert the card or try another PC Card.

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.

Gate A20 failure — A memory module may be loose. Reinstall the memory modules and, if necessary, replace them.

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. Turn off the computer, remove the hard drive, and boot the computer from a bootable floppy disk or CD. Then turn off the computer, reinstall the hard drive, and restart the computer. Run the Hard-Disk Drive tests as described in "Using the Dell Diagnostics."

Hard-disk drive controller failure 0 — The hard drive does not respond to commands from the computer. Turn off the computer, remove the hard drive, and boot the computer from a bootable floppy disk or CD. Then turn off the computer, reinstall the hard drive, and restart the computer. If the problem persists, try another drive. Run the Hard-Disk Drive tests as described in "Using the Dell Diagnostics."

Hard-disk drive failure — The hard drive does not respond to commands from the computer. Turn off the computer, remove the hard drive, and boot the computer from a bootable floppy disk or CD. Then turn off the computer, reinstall the hard drive, and restart the computer. If the problem persists, try another drive. Run the Hard-Disk Drive tests as described in "Using the Dell Diagnostics."

Hard-disk drive read failure — The hard drive may be defective. Turn off the computer, remove the hard drive, and boot the computer from a bootable floppy disk or CD. Then turn off the computer, reinstall the hard drive, and restart the computer. If the problem persists, try another drive. Run the Hard-Disk Drive tests as described in "Using the Dell Diagnostics."

Insert bootable media — The operating system is trying to boot to a nonbootable floppy disk or CD. Insert a bootable floppy disk or CD.

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 "Using the System Setup Program."

Keyboard clock line failure — For external keyboards, check the cable connection. Run the Keyboard Controller test as described in "Using the 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 as described in "Using the Dell Diagnostics."

Keyboard data line failure — For external keyboards, check the cable connection. Run the Keyboard Controller test as described in "Using the 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 as described in "Using the 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.

Memory allocation error — The software you are attempting to run is conflicting with the operating system, another program, or a utility. Turn off 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 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 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 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 and, if necessary, replace them.

No boot device available — The computer cannot find the floppy disk or hard drive. If the floppy drive is your boot device, ensure that a bootable floppy disk is in the 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.

No timer tick interrupt — A chip on the system board may be malfunctioning. Run the System Set tests as described in "Using the Dell Diagnostics."

Non-system disk or disk error — A floppy disk is in the floppy drive. Remove the floppy disk and restart the computer.

Not a boot diskette — The operating system is trying to boot to a nonbootable floppy disk. Insert a bootable floppy disk.

Operating system not found — Contact Dell.

Optional ROM bad checksum — The optional ROM apparently failed. Contact Dell.

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. Microsoft® Windows® XP Click the Start button and click Control Panel. Click Add or Remove Programs. Select the program you want to remove. Click Remove or Change/Remove and follow the prompts on the screen. See the program documentation for installation instructions. Windows 2000 Click the Start button, point to Settings, and then click Control Panel. Double-click the Add/Remove Programs icon. Select the program that you want to remove. Click Change or Remove Programs. See the program documentation for installation instructions.

Sector not found — The operating system cannot locate a sector on the floppy or hard drive. You may have a defective sector or corrupted FAT on the floppy disk or hard drive. Run the Windows error-checking utility to check the file structure on the floppy disk or hard drive. See Windows Help for instructions. If a large number of sectors are defective, back up the data (if possible), and then reformat the floppy disk or hard drive.

Seek error — The operating system cannot find a specific track on the floppy disk or hard drive. If the error is on the floppy disk, try another floppy disk.

Shutdown failure — A chip on the system board may be malfunctioning. Run the System Set tests as described in "Using the 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. See "Using the System Setup Program." If the message reappears, contact Dell.

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.

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 "Using the System Setup Program."

Timer chip counter 2 failed — A chip on the system board may be malfunctioning. Run the System Set tests as described in "Using the 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 as described in "Using the 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 turn off the computer.

Video and Display Problems

Fill out the Diagnostics Checklist as you complete these checks.

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 Windows Help or the Windows Help and Support Center.

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 — See "Adjusting Brightness" for instructions on adjusting the brightness.

Move the 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 — Windows XP Click the Start button and then click Control Panel. Click Appearance and Themes. Click the area you want to change or click the Display icon. Try different settings for Color quality and Screen resolution. Windows 2000 Click the Start button, point to Settings, and then click Control Panel. Double-click the Display icon and click the Settings tab. Try different settings for Colors, Screen area, and Advanced Settings.

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. Then contact Dell.

See "Error Messages" — If an error message appears, see "Error Messages."

If only part of the display is readable

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

Sound and Speaker Problems

Fill out the Diagnostics Checklist as you complete these checks.

If you have a problem with 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 — See "Using the Keyboard and Touch Pad." Press <Fn><End> to disable (mute) or reenable the integrated speakers.

Reinstall the sound (audio) driver — See "Reinstalling Software."

For Windows 2000 only, ensure that digital audio for the CD drive is enabled — Click the Start button, point to Settings, and then click Control Panel. Double-click the System icon. Click the Hardware tab. Click Device Manager. Double-click DVD/CD-ROM drives. Double-click the name of the drive. On the drive Properties screen, click the Properties tab. Click the box near the bottom of the screen to enable digital audio for your CD or DVD drive.

If you have a problem with external speakers

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

Check the speaker cable connections — See the setup diagram supplied with the speakers.

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

Ensure that the speakers are turned on — See the setup diagram supplied with the 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.

Test the speakers — Plug the speaker audio cable into the connector on the computer. Ensure that the headphone volume control is turned up. Play a music CD.

Run the speaker self-test — Some speaker systems have a self-test button on the subwoofer. See the speaker documentation for self-test instructions.

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

Reinstall the sound (audio) driver — See "Reinstalling Software."

Run the Misc. PCI Devices diagnostic test — See "Using the Dell Diagnostics." If the tests complete successfully, the controller is functioning properly. If the problem persists, or if the tests do not complete successfully, contact Dell.

For Windows 2000 only, ensure that digital audio for the CD drive is enabled — Click the Start button, point to Settings, and then click Control Panel. Double-click the System icon. Click the Hardware tab. Click Device Manager. Double-click DVD/CD-ROM drives. Double-click the name of the drive. On the drive Properties screen, click the Properties tab. Click the box near the bottom of the screen to enable digital audio for your CD or DVD drive.

Printer Problems

Fill out the Diagnostics Checklist as you perform the various checks.

Check the printer cable connections — Ensure that the printer cable is properly connected to the computer.

Check the printer cable — Shut down the computer and turn off the printer. Swap the printer cable with a cable that you know is working. Turn on the printer and computer, and try again to print. If you print successfully, contact Dell for assistance in obtaining a new printer cable.

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

Ensure that the printer is turned on — See the documentation supplied with the printer.

Verify that Windows recognizes the printer — Windows XP Click the Start button and click Control Panel. Click Printers and Other Hardware. Click View installed printers or fax printers. If the printer model is listed, right-click the printer icon. Click Properties and click the Ports tab. Ensure that the Print to the following port(s): setting is LPT1 (Printer Port). Windows 2000 Click the Start button, point to Settings, and then click Printers. If the printer model is listed, right-click the printer icon. Click Properties and click the Ports tab. Ensure that the Print to the following port: option is set for your printer type: For a parallel printer: LPT1 (Printer Port) For a USB printer: USB

Reinstall the printer driver — See "Reinstalling Software."

Check the printer — Run the printer self-test. If the test does not complete successfully, the printer is probably defective. Contact the printer manufacturer.

Modem and Internet Connection Problems

NOTICE: Connect the modem to an analog telephone wall jack only. Connecting the modem to a digital telephone network may damage the modem.

NOTICE: Modem and network connectors look similar. Do not plug a telephone line into the network connector.

Fill out the Diagnostics Checklist as you complete these checks.

NOTE: If you can connect to your Internet service provider (ISP), your modem is functioning properly. If you are sure that your modem is working properly and you still experience problems, contact your ISP.

Check the telephone wall jack — Disconnect the telephone line from the modem and connect it to a telephone. Listen for a dial tone. Ensure that you have touchtone telephone service. Try connecting the modem to a different telephone wall jack. Slow connection speeds can be caused by telephone noise as well as by telephone line or network conditions. Contact your telephone company or network administrator for more information.

Connect the modem directly to the telephone wall jack — If you have other telephone devices sharing the line, such as an answering machine, fax machine, surge protector, or line splitter, then bypass them and use the telephone line to connect the modem directly to the telephone wall jack.

Check the connection — Verify that the telephone line is connected to the modem.

Check the telephone line — Try using a different telephone line. If you are using a line that is 3 m (10 ft) or more in length, try a shorter one.

Irregular dial tone — If you have voice mail service, you might hear an irregular dial tone when you have messages. Contact your telephone company for instructions on restoring a dial tone.

Turn off call waiting (catch-phone) — See your telephone directory for instructions on deactivating this feature. Then adjust the dial-up networking connection properties. Windows XP Click the Start button and click Control Panel. Click Printers and Other Hardware, click Phone and Modem Options, click the Dialing Rules tab, and then click Edit.... In the Edit Location window, ensure that To disable call waiting, dial: is checked, and then select the proper code as listed in your telephone directory. Click Apply and click OK. Close the Phone and Modems Options window. Close the Control Panel window. Windows 2000 Click the Start button, point to Settings, and then click Control Panel. Click Phone and Modem Options. Click the Dialing Rules tab and click Edit. Ensure that To disable call waiting, dial: is checked, and then select the proper code as listed in your telephone directory. Click Apply and click OK. Close the Phone and Modem Options window.

Verify that the modem is communicating with Windows — Windows XP Click the Start button and click Control Panel. Click Printers and Other Hardware and click Phone and Modem Options. Click the Modems tab. Click the COM port for your modem. 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. Windows 2000 Click the Start button, point to Settings, and then click Control Panel. Double-click Phone and Modem Options. Click the Modems tab. Click the COM port for your modem. 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.

Touch Pad or Mouse Problems

Fill out the Diagnostics Checklist as you perform the various checks.

Check the touch pad settings — Windows XP Click the Start button, click Control Panel, and then click Printers and Other Hardware. Click Mouse. Try adjusting the settings. Windows 2000 Click the Start button, point to Settings, and then click Control Panel. Double-click the Mouse icon. 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 — Shut down the computer. Disconnect the mouse. Turn on the computer. 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.

Reinstall the touch pad driver — See "Reinstalling Software."

External Keyboard Problems

Fill out the Diagnostics Checklist as you perform the various checks.

NOTE: Use the integrated keyboard when working in MS-DOS® mode or when running the Dell Diagnostics or the system setup program. 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 — Shut down the computer, wait 1 minute, and turn it on again. Verify that the numbers, capitals, and scroll lock lights on the keyboard blink during the boot routine. From the Windows desktop, click the Start button, point to All Programs (Windows XP) or Programs (Windows 2000), point to Accessories, and click Notepad. 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 — Shut down the computer. Disconnect the external keyboard. Turn on the computer. From the Windows desktop, click the Start button, point to Programs, point to Accessories, and click Notepad. Type some characters on the external 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.

Run the keyboard diagnostics tests — Run the PC-AT Compatible Keyboards tests in the Dell Diagnostics. If the tests indicate a defective external keyboard, contact Dell.

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.

Drive Problems

Fill out the Diagnostics Checklist as you complete these checks.

If you cannot save a file to a floppy disk drive

Ensure that Windows recognizes the drive — In Windows XP, click the Start button and click My Computer. In other operating systems, double-click My Computer. If the 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. Insert a bootable disk and restart the computer.

Ensure that the disk is not write-protected — You cannot save data to a write-protected disk.

Try another floppy disk — Insert another disk to eliminate the possibility that the original disk is defective.

Reinstall the drive — Save and close any open files, exit any open programs, and shut down the computer. Remove the drive from the module bay. See "Using the Module Bay" for instructions. Reinstall the drive. Turn on the computer.

Clean the drive — See "Cleaning Your Computer" for instructions.

Check the drive for errors — If a drive error message appears, see "Error Messages" for an explanation. Run the Diskette tests as described in "Using the Dell Diagnostics."

If you cannot play a CD, CD-RW, DVD, or DVD+RW

NOTE: Because of different worldwide file types, not all DVD titles work in all DVD drives.

High-speed CD drive vibration is normal and may cause noise. The noise does not indicate a defect with the drive or the CD.

Ensure that Windows recognizes the drive — In Windows XP, click the Start button and click My Computer. In other operating systems, double-click My Computer. If the 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. Insert a bootable disk and restart the computer.

Try another disc — Insert another disc to eliminate the possibility that the original disc is defective.

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.

Reinstall the drive Save and close any open files, exit any open programs, and shut down the computer. Remove the drive. See "Using the Module Bay" for instructions. Reinstall the drive. Turn on the computer.

Clean the drive or disc — See "Cleaning Your Computer" for instructions.

Check the drive for errors If a drive error message appears, see "Error Messages" for an explanation. Run the IDE Drives tests as described in the Dell Diagnostics.

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

Ensure that the computer is shut down. 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. Gently pull out the tray until it stops.

If you hear an unfamiliar scraping or grinding sound

Ensure that the sound is not caused by the program that is running. Ensure that the disk or disc is inserted properly.

If the CD-RW or DVD+RW drive stops writing

Disable standby or hibernate mode in Windows before writing to a CD-RW — Search for the keyword standby or hibernate in Windows Help or the Windows Help and Support Center.

Change the write speed to a slower rate — See the help files for your CD or DVD creation software.

Exit all other open programs — Exiting all other open programs before writing to the CD-RW or DVD+RW may alleviate the problem.

If you have problems with a hard drive

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.

Check the drive for errors — Run the Windows error-checking tool: In Windows XP, click the Start button and click My Computer. In Windows 2000, double-click My Computer. Right-click the drive letter (local disk) that you want to scan for errors, and then click Properties. Click the Tools tab. Under Error-checking, click Check Now. Click Start. Run the IDE Drives tests as described in the Dell Diagnostics.

PC Card Problems

Check the PC Card — Ensure that the PC Card is properly inserted into the connector.

Ensure that the card is recognized by Windows — Double-click the Safely Remove Hardware (Unplug or Eject Hardware in Windows 2000) icon in the Windows taskbar. Ensure that the card is listed.

Run the PC Card diagnostics test — See the documentation that came with the PC Card for instructions if a diagnostics test was provided with the card.

If you have problems with a Dell-provided PC Card — Contact Dell.

If you have problems with a PC Card not provided by Dell — Contact the PC Card manufacturer.

Smart Card Problems

Check the smart card — Ensure that the smart card is properly inserted into the smart card slot.

Ensure that the smart card is recognized by Windows — Double-click the Safely Remove Hardware (Unplug or Eject Hardware in Windows 2000) icon in the Windows taskbar. Ensure that the smart card is listed.

If you have problems with a Dell-provided smart card — Contact Dell.

If you have problems with a smart card not provided by Dell — Contact the smart card manufacturer.

Network Problems

Fill out the Diagnostics Checklist as you complete these checks.

Check the network cable connector — Ensure that the network cable connector is firmly connected to the connector on the computer and the network wall jack.

Check the network lights on the network connector — Green indicates that the network connection is active. If the status light is not green, try replacing the network cable. Amber indicates that the network adapter driver is loaded and the adapter is detecting activity.

Restart the computer — Try to log on to the network again.

Contact your network administrator — Verify that your network settings are correct and that the network is functioning.

General Program Problems

Fill out the Diagnostics Checklist as you complete these checks.

A program crashes

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

See the software documentation — Many software manufacturers maintain websites with information that may help you solve the problem. Ensure that you properly installed and configured the program. Reinstall the program if necessary.

A program stops responding

End the program Simultaneously press <Ctr><Shift><Esc>. Click the Applications tab, and then select the program that is no longer responding. Click End Task.

A solid blue screen appears

Turn the computer off — If the computer does not respond to a keystroke or a proper shutdown, press the power button until the computer turns off. Press the power button again to restart the computer. Windows XP The computer restarts. Windows 2000 The solid blue screen appears because you were not able to perform a proper Windows shutdown. ScanDisk automatically runs during the start-up process. Follow the instructions on the screen.

Error messages appear

Review "Error Messages" — Look up the message and take the appropriate action. See the software documentation.

Confirm that the problem is software-related — Run the System Board Devices tests in the Dell Diagnostics. If all tests in the device group run successfully, the problem may be software-related. See the software documentation.

If Your Dell™ Computer Gets Wet

CAUTION: Perform this procedure only after you are certain that it is safe to do so. If the computer is connected to an electrical outlet, Dell recommends that you turn off AC power at the circuit breaker before attempting to remove the power cables from the electrical outlet. Use the utmost caution when removing wet cables from a live power source.

1. Shut down the computer, disconnect the AC adapter from the computer, and then disconnect the AC adapter from the electrical outlet.
   
   
2. Turn off any attached external devices, and disconnect them from their power sources and then from the computer.
   
   
3. Ground yourself by touching one of the metal connectors on the back of the computer.
   
   
4. Remove the module bay device and any installed PC Cards, and put them in a safe place to dry.
   
   
5. Remove the battery.
   
   
6. Wipe off the battery and put it in a safe place to dry.
   
   
7. Remove the hard drive.
   
   
8. Remove the memory module(s).
   
   
9. Open the display and place the computer right-side up across two books or similar props to let air circulate all around it. Let the computer dry for at least 24 hours in a dry area at room temperature.
   
   

NOTICE: Do not use artificial means, such as a hair dryer or a fan, to speed the drying process.

CAUTION: To help prevent electrical shock, verify that the computer is thoroughly dry before continuing with the rest of this procedure.

10. Ground yourself by touching one of the metal connectors on the back of the computer.
    
    
11. Replace the memory module(s), the memory module cover, and the screw(s).
    
    
12. Replace the hard drive.
    
    
13. Replace the module bay device and any PC Cards you removed.
    
    
14. Replace the battery.
    
    
15. Turn on the computer and verify that it is working properly.
    
    

NOTE: See your System Information Guide or separate paper warranty document that shipped with your computer for information on your warranty coverage.

If the computer does not start, or if you cannot identify the damaged components, contact Dell.

If You Drop or Damage Your Computer

1. Save and close any open files, exit any open programs, and shut down the computer.
   
   
2. Disconnect the AC adapter from the computer and from the electrical outlet.
   
   
3. Turn off any attached external devices, and disconnect them from their power sources and then from the computer.
   
   
4. Remove and reinstall the battery.
   
   
5. Turn on the computer.
   
   

NOTE: See your System Information Guide or separate paper warranty document that shipped with your computer for information on your warranty coverage.

If the computer does not start, or if you cannot identify the damaged components, contact Dell.

Resolving Other Technical Problems

Go to the Dell Support website — Go to support.dell.com for help with general usage, installation, and troubleshooting questions. See "Getting Help" for a description of the hardware and software support provided by Dell.

E-mail Dell — Go to support.dell.com and then click E-Mail Dell in the Communicate list. Send an e-mail message to Dell about your problem; you can expect to receive an e-mail message from Dell within hours. See "Getting Help" for a description of the hardware and software support provided by Dell.

Contact Dell — If you cannot solve your problem using the Dell Support website (support.dell.com) or e-mail service, call Dell for technical assistance. See "Getting Help" for a description of the hardware and software support provided by Dell.