Dell Xps Gen 5 Manual

							Solving Problems41
Hard drive problems
E-Mail, Modem, and Internet Problems 
 CAUTION: Before you begin any of the procedures in this section, follow the safety instructions 
located 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.
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.
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 you hear a click 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 use the telephone to 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 is not available on all computers.)
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Error Messages
 CAUTION: Before you begin any of the procedures in this section, follow the safety instructions 
located 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.
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.
A FILENAME CANNOT CONTAIN ANY OF THE FOLLOWING CHARACTERS:  / : * ? “ < > | —Do not 
use these characters in filenames.
A REQUIRED .DLL FILE WAS NOT FOUND—The program that you are trying to open is missing an 
essential file. To remove and then reinstall the program:
1Click the Start button, click Control Panel, and then click Add or Remove Programs.
2Select the program you want to remove.
3Click the Change or Remove Program icon.
4See the program documentation for installation instructions.
drive letter : IS NOT ACCESSIBLE. THE DEVICE IS NOT READY—The drive cannot read the disk. 
Insert a disk into the drive and try again.
INSERT BOOTABLE MEDIA—Insert a bootable floppy disk or CD.
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IEEE 1394 Device Problems
 CAUTION: Before you begin any of the procedures in this section, follow the safety instructions 
located in the Product Information Guide.
NON-SYSTEM DISK ERROR—Remove the floppy disk from the drive and restart your computer.
NOT ENOUGH MEMORY OR RESOURCES. CLOSE SOME PROGRAMS AND TRY AGAIN—Close all 
windows and open the program that you want to use. In some cases, you might have to restart your 
computer to restore computer resources. If so, run the program that you want to use first.
OPERATING SYSTEM NOT FOUND—Contact Dell (see page 139).
ENSURE THAT THE CABLE FOR THE IEEE 1394 DEVICE IS PROPERLY INSERTED INTO THE DEVICE AND 
INTO THE CONNECTOR ON THE COMPUTER
ENSURE THAT THE IEEE 1394 DEVICE IS ENABLED WITHIN SYSTEM SETUP—See page 129.
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 IEEE 1394 DEVICE—Contact Dell (see page 139).
I
F YOU HAVE PROBLEMS WITH AN IEEE 1394 DEVICE NOT PROVIDED BY DELL—Contact the 
IEEE 1394 device manufacturer.
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Keyboard Problems
 CAUTION: Before you begin any of the procedures in this section, follow the safety instructions 
located in the Product Information Guide.
Lockups and Software Problems
 CAUTION: Before you begin any of the procedures in this section, follow the safety instructions 
located in the Product Information Guide.
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.
CHECK THE KEYBOARD CABLE—
 Ensure that the keyboard cable is firmly connected to the computer.
 Shut down the computer (see page 69), reconnect the keyboard cable as shown on the setup diagram for 
your computer, and then restart the computer.
 Check the cable connector for bent or broken pins and for damaged or frayed cables. Straighten bent 
pins.
 Remove keyboard extension cables and connect the keyboard directly to the computer.
TEST THE KEYBOARD—Connect a properly working keyboard to the computer, and try using the 
keyboard.
RUN THE HARDWARE TROUBLESHOOTER—See page 64.
CHECK THE DIAGNOSTIC LIGHTS—See page 55.
ENSURE THAT THE POWER CABLE 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. 
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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
A solid blue screen appears
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.
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. 
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Other software problems
Memory Problems
 CAUTION: Before you begin any of the procedures in this section, follow the safety instructions 
located in the Product Information Guide.
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 
S
TART MENU
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 123).
 Reseat the memory modules (see page 78) to ensure that your computer is successfully communicating 
with the memory.
 Run the Dell Diagnostics (see page 58). 
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Mouse Problems
 CAUTION: Before you begin any of the procedures in this section, follow the safety instructions 
located in the Product Information Guide.
IF YOU EXPERIENCE OTHER MEMORY PROBLEMS—
 Reseat the memory modules (see page 78) to ensure that your computer is successfully communicating 
with the memory.
 Ensure that you are following the memory installation guidelines (see page 79).
 Your computer supports DDR2 memory. For more information about the type of memory supported by 
your computer, see Memory on page 123.
 Run the Dell Diagnostics (see page 58). 
CHECK THE MOUSE CABLE—
1Check the cable connector for bent or broken pins and for damaged or frayed cables. Straighten bent 
pins.
2Remove mouse extension cables, if used, and connect the mouse directly to the computer.
3Shut down the computer (see page 69), reconnect the mouse cable as shown on the setup diagram for 
your computer, and then restart the computer.
RESTART THE COMPUTER—
1Simultaneously press  to display the Start menu.
2Ty p e  u, press the keyboard arrow keys to highlight Shut down or Turn Off, and then press .
3After the computer turns off, reconnect the mouse cable as shown on the setup diagram for your 
computer.
4Start the computer.
TEST THE MOUSE—Connect a properly working mouse to the computer, and try using the mouse. 
CHECK THE MOUSE SETTINGS—
1Click the Start button, click Control Panel, and then click Printers and Other Hardware.
2Click Mouse.
3Try adjusting the settings.
REINSTALL THE MOUSE DRIVER—See page 61.
RUN THE HARDWARE TROUBLESHOOTER—See page 64.
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Network Problems
 CAUTION: Before you begin any of the procedures in this section, follow the safety instructions 
located in the Product Information Guide.
Power Problems
 CAUTION: Before you begin any of the procedures in this section, follow the safety instructions 
located in the Product Information Guide.
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 BACK OF THE COMPUTER—If the link integrity light is off, 
that indicates no network communication exists. Replace the network cable. For a description of 
network lights, see Connectors on page 125.
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.
RUN THE HARDWARE TROUBLESHOOTER—See page 64.
IF THE POWER LIGHT IS GREEN AND THE COMPUTER IS NOT RESPONDING—See Diagnostic Lights 
on page 55.
IF THE POWER LIGHT IS BLINKING GREEN—The computer is in standby mode. Press a key on the 
keyboard, move the mouse, or press the power button to resume normal operation.
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Printer Problems
 CAUTION: Before you begin any of the procedures in this section, follow the safety instructions located 
in the Product Information Guide.
 
NOTE: If you need technical assistance for your printer, contact the printer’s manufacturer.
IF THE POWER LIGHT IS OFF—The computer is either turned off or is not receiving power.
 Reseat the power cable into both the power connector on the back of the computer and the electrical 
outlet.
 If the computer is plugged into a power strip, ensure that the power strip is plugged into an electrical 
outlet and that the power strip is turned on. Also bypass power protection devices, power strips, and 
power extension cables to verify that the computer turns on properly.
 Ensure that the electrical outlet is working by testing it with another device, such as a lamp.
 Ensure that the main power cable and front panel cable are securely connected to the system board (see 
page 77).
IF THE POWER LIGHT IS BLINKING AMBER—The computer is receiving electrical power, but an 
internal power problem might exist.
 Ensure that the voltage selection switch is set to match the AC power at your location (if applicable).
IF THE POWER LIGHT IS STEADY AMBER—A device might be malfunctioning or incorrectly installed.
 Ensure that the processor power cable is securely connected to the system board power connector 
(POWER12V) (see page 77).
 Remove and then reinstall the memory modules (see page 78).
 Remove and then reinstall any cards (see page 81).
 Remove and then reinstall the graphics card, if applicable (see page 86).
ELIMINATE INTERFERENCE—Some possible causes of interference are:
 Power, keyboard, and mouse extension cables
 Too many devices on a power strip
 Multiple power strips connected to the same electrical outlet
CHECK THE PRINTER DOCUMENTATION—See the printer documentation for setup and 
troubleshooting information.
ENSURE THAT THE PRINTER IS TURNED ON
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Scanner Problems
 CAUTION: Before you begin any of the procedures in this section, follow the safety instructions 
located in the Product Information Guide.
 
NOTE: If you need technical assistance for your scanner, contact the scanner’s manufacturer.
CHECK THE PRINTER CABLE CONNECTIONS—
 See the printer documentation for cable connection information.
 Ensure that the printer cables are securely connected to the printer and the computer.
TEST THE ELECTRICAL OUTLET—Ensure that the electrical outlet is working by testing it with another 
device, such as a lamp.
VERIFY THAT THE PRINTER IS RECOGNIZED BY WINDOWS—
1Click the Start button, click Control Panel, and then click Printers and Other Hardware.
2Click View installed printers or fax printers.
If the printer is listed, right-click the printer icon.
3Click Properties and click the Po r t s tab. For a parallel printer, ensure that the Print to the following 
port(s):
 setting is LPT1 (Printer Port). For a USB printer, ensure that the Print to the following port(s): 
setting is 
USB.
REINSTALL THE PRINTER DRIVER—See the printer documentation for instructions.
CHECK THE SCANNER DOCUMENTATION—See the scanner documentation for setup and 
troubleshooting information.
UNLOCK THE SCANNER—Ensure that your scanner is unlocked if it has a locking tab or button.
RESTART THE COMPUTER AND TRY THE SCANNER AGAIN
CHECK THE CABLE CONNECTIONS—
 See the scanner documentation for cable connection information.
 Ensure that the scanner cables are securely connected to the scanner and the computer.
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