Dell Xps Gen 2 Manual

							Solving Problems61
4When 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.
Drive Problems
 CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the 
Product Information Guide. 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.
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—
 Insert another floppy disk, CD, or DVD to eliminate the possibility that the original one is defective.
 Insert a bootable floppy disk or CD and restart the computer.
CLEAN THE DRIVE OR DISK—See the Dell Inspiron Help file. To access the help file, see page 9. 
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www.dell.com | support.dell.comDVD drive problems
 NOTE: High-speed CD or DVD drive vibration is normal and may cause noise, which does not indicate a 
defect in the drive or the CD or DVD.
 
NOTE: Because of different regions worldwide and different disc formats, not all DVD titles work in all 
DVD drives.
Problems writing to a DVD+RW drive
If you cannot eject the DVD or DVD+RW drive tray
ENSURE THAT THE CD IS SNAPPED ONTO THE SPINDLE
CHECK THE CABLE CONNECTIONS
CHECK FOR HARDWARE INCOMPATIBILITIES—See Resolving Software and Hardware 
Incompatibilities on page 81. 
RUN THE DELL DIAGNOSTICS—See When to Use the Dell Diagnostics on page 59. 
CLOSE OTHER PROGRAMS—The 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 DVD+RW.
TURN OFF STANDBY MODE IN WINDOWS BEFORE WRITING TO A DVD+RW DISC—See the Dell 
Inspiron Help file or search for the keyword standby in the Windows Help and Support Center for 
information on power management modes. To access help, see page 9. 
CHANGE THE WRITE SPEED TO A SLOWER RATE—See the help files for your DVD creation software.
VERIFY THE CORRECT MEDIA IS IN USE—DVD+RW drives may use any CD media such as CD-R or 
CD-RW, but when using your DVD+RW to write to DVD media, be sure to use DVD+R or 
DVD+RW media only. Using DVD-R/RW media may lead to DVD playback problems or incomplete 
write or verify operations.
1Ensure that the computer is shut down.
2Straighten 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.
3Gently pull out the tray until it stops.
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If you hear an unfamiliar scraping or grinding sound
Hard drive problems
E-Mail, Modem, and Internet Problems 
 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.
 Ensure that the sound is not caused by the program that is running.
 Ensure that the disk or disc is inserted properly.
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—
1Click the Start button and click My Computer. 
2Right-click Local Disk C:.
3Click Properties.
4Click the Tools tab.
5Under Error-checking, click Check Now.
6Click Scan for and attempt recovery of bad sectors.
7Click Start. 
CHECK THE MICROSOFT OUTLOOK® EXPRESS SECURITY SETTINGS—If you cannot open your 
e-mail attachments:
1In Outlook Express, click To o l s, click Options, and then click Security.
2Click Do not allow attachments to remove the checkmark.
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CHECK THE TELEPHONE LINE CONNECTION—
C
HECK THE TELEPHONE JACK—
C
ONNECT THE MODEM DIRECTLY TO THE TELEPHONE WALL JACK—
U
SE A DIFFERENT TELEPHONE LINE—
 Verify that the telephone line is connected to the jack on the modem. (The jack has either a green label 
or a connector-shaped icon next to it.) 
 Ensure that the connector clicks when you insert the telephone line connector into the modem. 
 Disconnect the telephone line from the modem and connect it to a telephone. Listen for a dial tone. 
 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 connect the modem directly to the telephone wall jack. 
If you are using a line that is 3 m (10 ft) or more in length, try a shorter one.
RUN THE MODEM HELPER DIAGNOSTICS—Click the Start button, point to All Programs, and then 
click Modem Helper. Follow the instructions on the screen to identify and resolve modem problems. 
(Modem Helper may not be available on certain computers.)
VERIFY THAT THE MODEM IS COMMUNICATING WITH WINDOWS—
1Click the Start button and click Control Panel.
2Click Printers and Other Hardware.
3Click Phone and Modem Options.
4Click the Modems tab.
5Click the COM port for your modem.
6Click 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.
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Error Messages
 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.
BAD COMMAND OR FILE NAME—Ensure that you have spelled the command correctly, put spaces in 
the proper place, and used the correct pathname.
CD DRIVE CONTROLLER FAILURE—The CD drive does not respond to commands from the computer. 
See Drive Problems on page 61.
DATA ERROR—The hard drive cannot read the data. See Drive Problems on page 61.
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.
INSERT BOOTABLE MEDIA—The operating system is trying to boot to a nonbootable CD. 
Insert a bootable CD.
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 page 85. If the problem persists, 
contact Dell. See Contacting Dell on page 113. 
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IEEE 1394 Device Problems
 CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the 
Product Information Guide.
Keyboard Problems
 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 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.
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.
1Click the Start button and click Control Panel.
2Click Add or Remove Programs.
3Select the program you want to remove.
4Click Remove or Change/Remove and follow the prompts on the screen.
5See the program documentation for installation instructions.
X: IS NOT ACCESSIBLE. THE DEVICE IS NOT READY—Insert a disk into the drive and try again.
ENSURE THAT THE IEEE 1394 DEVICE IS PROPERLY INSERTED INTO THE CONNECTOR
ENSURE THAT THE IEEE 1394 DEVICE IS RECOGNIZED BY WINDOWS—
1Click the Start button and click Control Panel.
2Click 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—
I
F YOU HAVE PROBLEMS WITH AN IEEE 1394 DEVICE NOT PROVIDED BY DELL—
Contact Dell or the IEEE 1394 device manufacturer. See Contacting Dell on page 113. 
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External keyboard problems
 NOTE: When you attach an external keyboard, the integrated keyboard remains fully functional.
 
Unexpected characters
Lockups and Software Problems
 CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the 
Product Information Guide.
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—
1Shut down the computer, wait 1 minute, and turn it on again.
2Verify that the numbers, capitals, and scroll lock lights on the keyboard blink during the boot routine.
3From the Windows desktop, click the Start button, point to All Programs→ Accessories, and click 
Notepad. 
4Type 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—
1Shut down the computer.
2Disconnect the external keyboard.
3Turn on the computer. 
4From the Windows desktop, click the Start button, point to All Programs→ Accessories, and click 
Notepad. 
5Type 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. Contact Dell. See Contacting Dell on page 113. 
DISABLE THE NUMERIC KEYPAD—Press  to disable the numeric keypad if numbers are 
displayed instead of letters. Verify that the numbers lock light is not lit.
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The computer does not start up
The computer stops responding
 NOTICE: You might lose data if you are unable to perform an operating system shutdown.
A program stops responding
A program crashes repeatedly
 NOTE: Software usually includes installation instructions in its documentation or on a floppy disk or CD.
A program is designed for an earlier Windows operating system
ENSURE THAT THE AC ADAPTER IS FIRMLY CONNECTED TO THE COMPUTER AND TO THE ELECTRICAL 
OUTLET
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. 
END THE PROGRAM—
1Press  simultaneously.
2Click Applications.
3Click the program that is no longer responding.
4Click End Task.
CHECK THE SOFTWARE DOCUMENTATION—If necessary, uninstall and then reinstall the program.
RUN THE PROGRAM COMPATIBILITY WIZARD—
The Program Compatibility Wizard configures a program so that it runs in an environment similar to 
non-Windows XP operating system environments.
1Click the Start button, point to All Programs→ Accessories, and then click Program Compatibility 
Wizard
.
2In the welcome screen, click Next.
3Follow the instructions on the screen.
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A solid blue screen appears
Other software problems
Memory Problems
 CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the 
Product Information Guide.
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. 
CHECK THE SOFTWARE DOCUMENTATION OR CONTACT THE SOFTWARE MANUFACTURER FOR 
TROUBLESHOOTING INFORMATION—
 Ensure that the program is compatible with the operating system installed on your computer.
 Ensure that your computer meets the minimum hardware requirements needed to run the software. See 
the software documentation for information.
 Ensure that the program is installed and configured properly.
 Verify that the device drivers do not conflict with the program.
 If necessary, uninstall and then reinstall the program.
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—If all tests run successfully, the error condition is related to a software 
problem. For information on Dell Diagnostics, see page 59. 
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Network Problems
 CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the 
Product Information Guide.
PC Card Problems
 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—
 Save and close any open files and exit any open programs you are not using to see if that resolves the 
problem.
 See the software documentation for minimum memory requirements. If necessary, install additional 
memory. See page 87. 
 Reseat the memory modules to ensure that your computer is successfully communicating with the 
memory. See page 87. 
 Run the Dell Diagnostics. See page 59.
IF YOU EXPERIENCE OTHER MEMORY PROBLEMS—
 Reseat the memory modules to ensure that your computer is successfully communicating with the 
memory. See page 87.
 Ensure that you are following the memory installation guidelines. See page 87.
 Run the Dell Diagnostics. See page 59.
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 jack.
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.
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