Dell Inspiron 5000 Reference And Troubleshooting Guide
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support.dell.comGetting Help 4-3 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. TechFax Service 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 tech- nical 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. Automated Order-Status System 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 Num- bers” found later in this chapter. Technical Support Service 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 per- cent 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. Problems With Your Order 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. 3959ubk1.book Page 3 Monday, March 20, 2000 4:52 PM
4-4 Dell Inspiron 5000 Reference and Troubleshooting Guide Product Information If you need information about additional products available from Dell Computer Corpo- ration, 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 special- ist, refer to “Dell Contact Numbers” found later in this chapter. Returning Items for Warranty Repair or Credit Prepare all items being returned, whether for repair or credit, as follows: 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. 3959ubk1.book Page 4 Monday, March 20, 2000 4:52 PM
support.dell.comGetting Help 4-5 Before You Call NOTE: Have your Express Service Code or service tag sequence 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 4-1). If possible, turn on your computer 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 that the system documentation is available. CAUTION: To help prevent the risk of electrical shock, disconnect all exter- nal devices, remove the battery, and disconnect the AC adapter from the computer before installing or replacing the hard-disk drive and memory modules. 3959ubk1.book Page 5 Monday, March 20, 2000 4:52 PM
4-6 Dell Inspiron 5000 Reference and Troubleshooting Guide Figure 4-1. Diagnostics Checklist Name: ______________________________________________________________Date: ______________________ Address: ________________________________________________________Phone number: __________________ Service tag (an alphanumeric code on the back or bottom 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 or diagnostic code: _________________________________________________________________ Description of problem and troubleshooting procedures you performed: ________________________________ _______________________________________________________________________________________________ _______________________________________________________________________________________________ Diagnostics Checklist 3959ubk1.book Page 6 Monday, March 20, 2000 4:52 PM
support.dell.comGetting Help 4-7 Dell Contact Numbers When you need to contact Dell, use the telephone numbers, codes, and electronic addresses provided in Tables 4-1 and 4-2. Table 4-1 provides the various codes required to make long-distance and international calls. Table 4-2 provides local tele- phone numbers, area codes, toll-free numbers, Web site and e-mail addresses, 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 tele- phone service area, determine which codes to use (if any) in Table 4-1 in addition to the local numbers provided in Table 4-2. For example, to place an international call from Paris, France to Bracknell, England, dial the international access code for France followed by the country 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 inter- national access codes, countr y 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 country has a different dialing protocol. If you need assis- tance 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 countr y you are calling. 00 International Access Code (in France) 1344 City Code (Bracknell) ________ Local Number44 Countr y Code (for U.K.) 01 Area Code (for Paris from outside Paris) ________ Local Number 3959ubk1.book Page 7 Monday, March 20, 2000 4:52 PM
4-8 Dell Inspiron 5000 Reference and Troubleshooting Guide Table 4-1. International Dialing Codes Country (City)International Access Code Country Code City Code Australia (Sydney) 0011 61 2 Austria (Vienna) 900 43 1 Belgium (Brussels) 00 32 2 Brazil 0021 55 51 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 3959ubk1.book Page 8 Monday, March 20, 2000 4:52 PM
support.dell.comGetting Help 4-9 Spain (Madrid) 07 34 91 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 Table 4-1. International Dialing Codes (continued) Country (City)International Access Code Country Code City Code Table 4-2. Dell Contact Numbers Country (City)Area Local Number or Department Name or Service Code Toll-Free Number Au s t ra l i a (Sydney)Home and Small Business . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-300-65-55-33 Government and Business . . . . . . . . . . . . . . . . . . . . . . . . . . toll free: 1-800-633-559 Preferred Accounts Division (PAD) . . . . . . . . . . . . . . . . . . . . toll free: 1-800-060-889 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 Ger- many for technical 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 E-mail: [email protected] 3959ubk1.book Page 9 Monday, March 20, 2000 4:52 PM
4-10 Dell Inspiron 5000 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 E-mail: [email protected] BrazilSales, Customer Support, Technical Support . . . . . . . . . . . . . . . . . . . . 0800 90 3355 Brunei NOTE: Customers in Brunei call Malaysia for sales, customer, and tech- nical 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, cus- tomer, and technical assistance.Sales, Customer Support, and Technical Support . . . . . . . . toll free: 1230-020-4823 Table 4-2. Dell Contact Numbers (continued) Country (City)Area Local Number or Department Name or Service Code Toll-Free Number 3959ubk1.book Page 10 Monday, March 20, 2000 4:52 PM
support.dell.comGetting Help 4-11 China (Xiamen)Customer Ser vice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . toll free: 800 858 2437 Sales. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . toll free: 800 858 2222 Czech Republic (Prague)Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . 02 . . . . . . . . . . . . . 22 83 27 27 Customer Care . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 02 . . . . . . . . . . . . . 22 83 27 11 Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 02 . . . . . . . . . . . . . 22 83 27 14 TechFax. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 02 . . . . . . . . . . . . . 22 83 27 28 Switchboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 02 . . . . . . . . . . . . . . 22 83 27 11 Web site: http://support.euro.dell.com E-mail: [email protected] Denmark (Horsholm) NOTE: Customers in Denmark call Sweden for fax technical support.Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45170182 Home/Small Business Customer Care . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32875505 Switchboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45170100 Fax Technical Support (Upplands Vasby, Sweden) . . . . . . . . . . . . . . . . . . 859005594 Fax Switchboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45170117 Web site: http://support.euro.dell.com E-mail: [email protected] Finland (Helsinki)Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . 09 . . . . . . . . . . . . . . 253 313 60 Technical Support Fax . . . . . . . . . . . . . . . . . . . . . . . . 09 . . . . . . . . . . . . . . 253 313 81 Home/Small Business Customer Care . . . . . . . . . . . 09 . . . . . . . . . . . . . . 693 791 94 Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 09 . . . . . . . . . . . . . . 253 313 99 Switchboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 09 . . . . . . . . . . . . . . 253 313 00 Web site: http://support.euro.dell.com E-mail: [email protected] Table 4-2. Dell Contact Numbers (continued) Country (City)Area Local Number or Department Name or Service Code Toll-Free Number 3959ubk1.book Page 11 Monday, March 20, 2000 4:52 PM
4-12 Dell Inspiron 5000 Reference and Troubleshooting Guide France (Paris/Montpellier)Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . 0803 . . . . . . . . . . . . . . . . 387 270 Customer Care (Paris) . . . . . . . . . . . . . . . . . . . . . . . 01 . . . . . . . . . . . . . 47 62 68 92 Customer Care (Montpellier) . . . . . . . . . . . . . . . . . . 04 . . . . . . . . . . . . . 67 06 61 96 TechConnect BBS (Montpellier) . . . . . . . . . . . . . . . . 04 . . . . . . . . . . . . . 67 22 53 04 Fax (Montpellier) . . . . . . . . . . . . . . . . . . . . . . . . . . . 04 . . . . . . . . . . . . . 67 06 60 07 Switchboard (Paris) . . . . . . . . . . . . . . . . . . . . . . . . . 01 . . . . . . . . . . . . . 47 62 69 00 Switchboard (Montpellier) . . . . . . . . . . . . . . . . . . . . 04 . . . . . . . . . . . . . 67 06 60 00 Web site: http://support.euro.dell.com E-mail: [email protected] Germany (Langen)Technical Support . . . . . . . . . . . . . . . . . . . . . . . . 06103 . . . . . . . . . . . . . . . 766-7200 Technical Support Fax . . . . . . . . . . . . . . . . . . . . 06103 . . . . . . . . . . . . . . . 766-9222 Home/Small Business Customer Care . . . . . . . . . . . . . . . . . . . . . . 0180-5-224400 Global Segment Customer Care . . . . . . . . . . . . 06103 . . . . . . . . . . . . . . . 766-9570 Preferred Accounts Customer Care . . . . . . . . . . 06103 . . . . . . . . . . . . . . . 766-9420 Large Accounts Customer Care . . . . . . . . . . . . . 06103 . . . . . . . . . . . . . . . 766-9560 Public Accounts Customer Care . . . . . . . . . . . . 06103 . . . . . . . . . . . . . . . 766-9555 TechConnect BBS . . . . . . . . . . . . . . . . . . . . . . . 06103 . . . . . . . . . . . . . . . 766-9666 Switchboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . 06103 . . . . . . . . . . . . . . . 766-7000 Web site: http://www.dell.de/support E-mail: [email protected] Hong Kong NOTE: Customers in Hong Kong call Malaysia for cus- tomer assistance.Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . toll free: 800 96 4107 Customer Ser vice (Penang, Malaysia) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 810 4949 Transaction Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . toll free: 800 96 4109 Corporate Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . toll free: 800 96 4108 Table 4-2. Dell Contact Numbers (continued) Country (City)Area Local Number or Department Name or Service Code Toll-Free Number 3959ubk1.book Page 12 Monday, March 20, 2000 4:52 PM