Dell Inspiron 3700 Troubleshooting Guide
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support.dell.comGetting Help 5-1 This chapter describes the tools Dell provides to help you when you have a problem with your computer. It also tells you when and how to call Dell for technical or customer assistance. If you need assistance with a technical problem, perform the following steps: 1. Complete the troubleshooting checks in Chapter 3, “Basic Troubleshooting.” 2. Run the Dell Diagnostics as described in “Running the Dell Diagnostics” in Chapter 3. 3. Make a copy of the Diagnostics Checklist (found later in this chapter), and fill it out. 4. Use Dell’s extensive suite of online services available at Dell’s World Wide Web site ( http://www.dell.com) for help with installation and troubleshooting procedures. For more information, refer to “World Wide Web on the Internet” found later in this chapter. 5. If the preceding steps have not resolved the problem and you need to talk to a Dell technician, call Dell’s technical support service. When prompted by Dell’s automated telephone system, enter your Express Ser vice Code to route the call directly to the proper support personnel. If you do not have an Express Ser vice Code, open the Dell Accessories folder, double-click the Express Service Code icon, and follow the directions. NOTES: The Express Service Code is shown on the bottom of the computer. Dell’s Express Service Code system may not be available in all countries. For instructions on using the technical support ser vice, refer to “Technical Support Ser vice” and “Before You Call” found later in this chapter.
5-2 Dell Inspiron 3700 System Reference and Troubleshooting Guide Dell provides a number of tools to assist you. These tools are described in the following subsections. NOTE: Some of the following tools are not always available in all locations outside the continental U.S. Please call your local Dell representative for information on availabilit y. 2 2 2! The Internet is your most powerful tool for obtaining information about your computer and other Dell products. Through the Internet, you can access most of the ser vices described in this chapter, including AutoTech, TechFax, order status, technical support, and product information. Fr o m D e l l’s World Wide Web home page (www.dell.com), click the Support icon, and click Support Your Dell. Enter your ser vice tag number (or, if you have one, your Express Ser vice Code) and click Submit. The service tag and Express Service Code are shown on the bottom of the computer. You can also select support by clicking Inspiron and selecting your system by name. Your system information is presented on the system support page, including the following tools and information: Technical information — Details on ever y aspect of your system, including hardware specifications. Self-diagnostic tool — A system-specific troubleshooting application for resolving many computer-related issues by following interactive flowcharts. Drivers, files, and utilities — The latest drivers and BIOS updates to keep your system functioning at its best. Component support — Technical information, documentation, and troubleshooting tips for different system components. Online Communications Center — Tool for submitting requests for both technical and non-technical information on Dell products. Avoid telephone delays by receiving an e-mail response to your request for information if your computer is not functioning properly or if you have questions regarding your computer’s hardware or operation. Dell can be accessed electronically using the following addresses: World Wide Web http://www.dell.com/ http://www.dell.com/ap/ (for Asian/Pacific countries only) http://www.euro.dell.com (for Europe only)
support.dell.comGetting Help 5-3 Anonymous file transfer protocol (FTP) ftp.dell.com/ Log in as user: anonymous, and use your e-mail address as your password. Electronic Support Service [email protected] [email protected] (for Asian/Pacific countries only) support.euro.dell.com (for Europe only) Electronic Quote Service [email protected] [email protected] (for Asian/Pacific countries only) Electronic Information Service [email protected] * # Dell’s automated technical support service—AutoTech—provides recorded answers to the questions most frequently asked by Dell customers. When you call AutoTech, you use your touch-tone telephone to select the subjects that correspond to your questions. You can even interrupt an AutoTech session and continue the session later. The code number that the AutoTech ser vice gives you allows you to continue your session where you ended it. The AutoTech service is available 24 hours a day, seven days a week. You can also access this ser vice through the technical support ser vice. For the telephone number to call, refer to “Dell Contact Numbers” found later in this chapter. / + # Dell takes full advantage of fax technology to serve you better. Twenty-four hours a day, seven days a week, you can call the Dell TechFax line toll-free for all kinds of technical information. Using a touch-tone phone, you can select from a full directory of topics. The technical information you request is sent within minutes to the fax number you designate. For the TechFax telephone number to call, refer to “Dell Contact Numbers” found later in this chapter. # Use your modem to access Dell’s TechConnect bulletin board service (BBS) 24 hours a day, seven days a week. The ser vice is menu-driven and fully interactive. The protocol parameters for the BBS are 1200 to 19.2K baud, 8 data bits, no parity, 1 stop bit.
5-4 Dell Inspiron 3700 System Reference and Troubleshooting Guide *$ # #$ You can call this automated ser vice to check on the status of any Dell products that you have ordered. A recording prompts you for the information needed to locate and report on your order. For the telephone number to call, refer to “Dell Contact Numbers” found later in this chapter. ## Dell’s industr y-leading hardware technical-support ser vice is available 24 hours a day, seven days a week, to answer your questions about Dell hardware. Our technical support staff pride themselves on their track record: more than 90 percent of all problems and questions are taken care of in just one toll-free call, usually in less than 10 minutes. When you call, our experts can refer to records kept on your Dell system to better understand your particular question. Our technical support staff use computer-based diagnostics to provide fast, accurate answers to questions. To contact Dell’s technical support ser vice, first refer to the section titled “Before You Call” and then call the number for your country as listed in “Dell Contact Numbers” found later in this chapter. # If you have a problem with your order, such as missing parts, wrong parts, or incorrect billing, contact Dell Computer Corporation for customer assistance. Have your invoice or packing slip handy when you call. For the telephone number to call, refer to “Dell Contact Numbers” found later in this chapter. ! If you need information about additional products available from Dell Computer Corporation, or if you would like to place an order, visit Dell’s World Wide Web site at http://www.dell.com/. For the telephone number to call to speak to a sales specialist, refer to “Dell Contact Numbers” found later in this chapter.
support.dell.comGetting Help 5-5 ! Dell’s technical support staff will work with you to solve any problem you may have with your computer. Sometimes, though, a part needs to be returned to Dell for repair or credit. Use the following procedure to prepare all items being returned: 1. Call Dell to obtain an authorization number, and write it clearly and prominently on the outside of the box. For the telephone number to call, refer to “Dell Contact Numbers” found later in this chapter. 2. Include a copy of the invoice and a letter describing the reason for the return. 3. Include a copy of the Diagnostics Checklist indicating the tests you have run and any error messages reported by the Dell Diagnostics. 4. Include any accessories that belong with the item(s) being returned (power cables, software diskettes, 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 Computer Corporation. Collect-on-deliver y (C.O.D.) packages are not accepted. Returns that are missing any of the preceding requirements will be refused at our receiving dock and returned to you. )! # NOTE: Have your Express Service Code ready when you call. The code helps Dell’s automated-support telephone system direct your call more efficiently. Remember to fill out the Diagnostics Checklist (Figure 5-1). If possible, turn on your system before you call Dell for technical 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 system itself. Make sure the system documentation is available.
5-6 Dell Inspiron 3700 System Reference and Troubleshooting Guide & + Name: ______________________________________________________________Date: ______________________ Address: ________________________________________________________Phone number: _________________ Ser vice tag (bar code on the back of the computer): _________________________________________________ Express Ser vice Code: ___________________________________________________________________________ Return Material Authorization Number (if provided by Dell support technician): ___________________________ Operating system and version: ____________________________________________________________________ Peripherals: ____________________________________________________________________________________ _______________________________________________________________________________________________ _______________________________________________________________________________________________ Expansion cards:_________________________________________________________________________________ _______________________________________________________________________________________________ _______________________________________________________________________________________________ Are you connected to a network? yes no Network, version, and network card: _______________________________________________________________ Programs and versions: ___________________________________________________________________________ _______________________________________________________________________________________________ _______________________________________________________________________________________________ _______________________________________________________________________________________________ Refer to 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. Other wise, record the contents of each file before calling Dell. Error message, beep code, or diagnostic code: ______________________________________________________ Description of problem and troubleshooting procedures you performed: ________________________________ _______________________________________________________________________________________________ _______________________________________________________________________________________________ Diagnostics Checklist
support.dell.comGetting Help 5-7 $ When you need to contact Dell, use the telephone numbers and codes provided in Tables 5-1 and 5-2. Table 5-1 provides the various codes required to make long-distance and international calls. Table 5-2 provides local telephone numbers, area codes, and toll-free numbers, if applicable, for each department or service available in various countries around the world. If you are making a direct-dialed call to a location outside of your local telephone service area, determine which codes to use (if any) in Table 5-1 in addition to the local numbers provided in Table 5-2. For example, to place an international call from Paris, France to Bracknell, England, dial the international access code for France followed by the countr y code for the U.K., the city code for Bracknell, and then the local number as shown in the following illustration. To place a long-distance call within your own country, use area codes instead of international access codes, country codes, and city codes. For example, to call Paris, France from Montpellier, France, dial the area code plus the local number as shown in the following illustration. The codes required depend on where you are calling from as well as the destination of your call; in addition, each countr y has a different dialing protocol. If you need assistance in determining which codes to use, contact a local or an international operator. NOTE: Toll-free numbers are for use only within the country for which they are listed. Area codes are most often used to call long distance within your own country (not internationally)—in other words, when your call originates in the same country you are calling. 00 International Access Code (in France)1344 City Code (Bracknell) ________ Local Number 44 Countr y Code (for U.K.) 01 Area Code (for Paris from outside Paris)________ Local Number
5-8 Dell Inspiron 3700 System Reference and Troubleshooting Guide Australia (Sydney) 0011 61 2 Austria (Vienna) 900 43 1 Belgium (Brussels) 00 32 2 Brunei—673— Canada (North York, Ontario) 011—Not required Chile (Santiago)—56 2 China (Xiamen)—86 592 Czech Republic (Prague) 00 420 2 Denmark (Horsholm) 009 45 Not required Finland (Helsinki) 990 358 9 France (Paris) (Montpellier) 00 33 (1) (4) Germany (Langen) 00 49 6103 Hong Kong 001 852 Not required Ireland (Bray) 16 353 1 Italy (Milan) 00 39 2 Japan (Kawasaki) 001 81 44 Korea (Seoul) 001 82 2 Luxembourg 00 352— Macau—853 Not required Malaysia (Penang) 00 60 4 Mexico (Colonia Granada) 95 52 5 Netherlands (Amsterdam) 00 31 20 New Zealand 00 64— Nor way (Lysaker) 095 47 Not required Poland (Warsaw) 011 48 22 Singapore (Singapore) 005 65 Not required South Africa (Johannesburg) 09/091 27 11 Spain (Madrid) 07 34 91
support.dell.comGetting Help 5-9
Sweden (Upplands Vasby) 009 46 8
Switzerland (Geneva) 00 41 22
Ta i w a n 0 0 2 8 8 6—
Thailand 001 66—
U.K. (Bracknell) 010 44 1344
U.S.A. (Austin, Texas) 011 1 Not required
Australia
(Sydney)Customer Technical Support. . . . . . . . . . . . . . . . . . . . . . . . . toll free: 1-800-633-559
Customer Care . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .toll free: 1-800-819-339
Corporate Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . toll free: 1-800-808-385
Transaction Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .toll free: 1-800-808-312
Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .toll free: 1-800-818-341
Au s t ri a
(Vienna)
NOTE: Customers
in Austria call
Germany for
technical support
and customer
assistance.Home/Small Business Sales . . . . . . . . . . . . . . . . . . 01 . . . . . . . . . . . . . .795 567602
Home/Small Business Fax . . . . . . . . . . . . . . . . . . . . 01 . . . . . . . . . . . . . . .795 67605
Home/Small Business Customer Care . . . . . . . . . . . 01 . . . . . . . . . . . . . . .795 67603
Preferred Accounts/Corporate Customer Care. . . . . . . . . . . . . . . . . . . . . 0660 8056
Home/Small Business Technical Support . . . . . . . . . 01 . . . . . . . . . . . . . . .795 67604
Preferred Accounts/Corporate Technical Support . . . . . . . . . . . . . . . . . . . 0660 8779
Switchboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 01 . . . . . . . . . . . . . . . . 491 04 0
Web site:
http://support.euro.dell.com/at
E-mail: [email protected]
5-10 Dell Inspiron 3700 System Reference and Troubleshooting Guide Belgium*(Brussels)Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . 02 . . . . . . . . . . . . . . 481 92 88 Customer Care. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 02 . . . . . . . . . . . . . . 481 91 19 Home/Small Business Sales . . . . . . . . . . . . . . . . . . . . . . . . . . .toll free: 0800 16884 Corporate Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . 02 . . . . . . . . . . . . . . 481 91 00 Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 02 . . . . . . . . . . . . . . 481 92 99 Switchboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 02 . . . . . . . . . . . . . . 481 91 00 Web site: http://support.euro.dell.com/be E-mail: [email protected] Brunei NOTE: Customers in Brunei call Malaysia for sales, customer, and technical assistance.Customer Technical Support (Penang, Malaysia) . . . . . . . . . . . . . . . . . . . . . 810 4966 Customer Ser vice (Penang, Malaysia) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 810 4949 Transaction Sales (Penang, Malaysia). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 810 4955 Canada (North York, Ontario) NOTE: Customers in Canada call the U.S.A. for access to TechConnect BBS.Automated Order-Status System . . . . . . . . . . . . . . . . . . . . . toll free: 1-800-433-9014 AutoTech (Automated technical support) . . . . . . . . . . . . . . . toll free: 1-800-247-9362 Customer Care (From outside Toronto) . . . . . . . . . . . . . . . . toll free: 1-800-387-5759 Customer Care (From within Toronto) . . . . . . . . . . 416 . . . . . . . . . . . . . . .758-2400 Customer Technical Support . . . . . . . . . . . . . . . . . . . . . . . . toll free: 1-800-847-4096 Sales (Direct Sales—from outside Toronto) . . . . . . . . . . . . . toll free: 1-800-387-5752 Sales (Direct Sales—from within Toronto) . . . . . . . 416 . . . . . . . . . . . . . . .758-2200 Sales (Federal government, education, and medical) . . . . . . . . . . . . . . . . . . . . . . . . . . . . toll free: 1-800-567-7542 Sales (Major Accounts) . . . . . . . . . . . . . . . . . . . . . . . . . . . . toll free: 1-800-387-5755 TechConnect BBS (Austin, Texas, U.S.A.) . . . . . . . 512 . . . . . . . . . . . . . . . 728-8528 TechFax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . toll free: 1-800-950-1329 Chile (Santiago) NOTE: Customers in Chile call the U.S.A for sales, customer, and technical assistance.Sales, Customer Support, and Technical Support . . . . . . . . toll free: 1230-020-4823