Dell OptiPlex Gn Diagnostics and Troubleshooting Guide (.pdf)
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- Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 1
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- Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 3
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used in this text: Dell, the DELL logo, Dell Dimension, and PowerEdge are registered trademarks, and DellWare is a registered service mark of Dell Computer Corporation; Pentium is a registered trademark of Intel Corporation; Microsoft, MS-DOS, Windows, and Windows NT are registered trademarks of - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 5
or uninterruptible power supply (UPS). • Be sure nothing rests on your computer system's cables and that the cables are not located where they can be stepped on or tripped over. • Do not spill food or liquids on your computer. If the computer gets wet, see "Troubleshooting a Wet Computer" in Chapter - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 6
service the computer system yourself, except as explained in this guide and elsewhere in Dell documentation. Always follow installation and service instructions from the computer. 1. Turn off your computer and any peripherals. 2. Disconnect your computer and peripherals from their power sources. - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 7
Preface About This Guide This guide provides directions for troubleshooting problems that have temporarily disabled your Dell computer system. It does not matter how much you do or do not know about your system-this guide can help you. Before calling for technical assistance, follow the recommended - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 8
that you need to configure and install these options in your Dell computer. Installation instructions for the options are included in your system documentation. • The SCSI Device Driver Installation and Configura- tion Guide contains information required when installing SCSI devices on your system - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 9
in the Courier New font are part of an instruction and intended to be typed. Example: "Type format a: to format the diskette in drive A." • Filenames and directory names are presented in low- ercase bold. Examples: autoexec.bat and c:\windows • Syntax lines consist of a command and all its possible - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 10
x - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 11
Utility 1-4 Chapter 2 Messages and Codes 2-1 System Messages 2-1 System Beep Codes 2-9 Warning Messages 2-13 Diagnostics Messages 2-13 Chapter 3 Finding Software Solutions 3-1 Installing and Configuring Software 3-1 Expanded and Extended Memory 3-1 Using Software 3-2 Error Messages - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 12
Messages 4-7 Output Device for Error Messages 4-8 Test Limits 4-8 About 4-8 Key-Help 4-8 Quit 4-8 Tests in the Dell Diagnostics 4-9 Error Messages 4-12 RAM Test Group 4-12 Subtests 4-12 Why Run a RAM Test 4-12 System Set Test Group 4-12 Subtests 4-12 Why Run a System Set Test 4-13 xii - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 13
Devices Test Group 4-20 Subtests 4-20 Why Run a SCSI Devices Test 4-20 Network Interface Test Group 4-21 Subtests 4-21 Why Run a Network Interface Test 4-21 Audio Test Group 4-21 Subtests 4-21 Why Run an Audio Test 4-22 Other Test Group 4-22 Subtests 4-22 xiii - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 14
First-For You and Your Computer 6-1 Removing and Replacing the Computer Cover 6-1 Troubleshooting a Wet Computer 6-2 Troubleshooting a Damaged Computer 6-2 Troubleshooting the Battery 6-3 Troubleshooting Expansion Cards 6-4 Troubleshooting System Memory 6-5 Troubleshooting the Video Subsystem - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 15
Automated Order-Status System 7-4 Technical Support Service 7-4 Problems With Your Order 7-5 Product Information 7-5 Returning Items for Warranty Repair or Credit 7-5 Before You Call 7-5 Dell Contact Numbers 7-8 Appendix A Diagnostic Video Tests A-1 Video Memory Test A-1 Video Hardware Test - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 16
Table 7-2. Table 7-3. Table A-1. Boot Routine Indications 1-3 System Messages 2-1 System Beep Codes 2-10 Default IRQ Line Assignments 3-3 Option Parameters 4-7 Dell Diagnostics Tests 4-9 Help Tools 7-2 International Dialing Codes 7-9 Dell Contact Numbers 7-10 Color Attributes A-8 xvi - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 17
Figure 4-2. Figure 7-1. Figure A-1. Figure A-2. Figure A-3. Figure A-4. Figure A-5. Figure A-6. Figure A-7. Figure A-8. Figure A-9. Figure A-10. Diagnostics Menu 4-3 Dell Diagnostics Screen 4-4 Diagnostics Checklist 7-7 80-Column x 25-Line Character Attributes Subtest Screen A-2 80-Column x 25 - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 18
DELL CONFIDENTIAL Preliminary 2/10/98 xx - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 19
Boot Routine Indications 1-3 System Messages 2-1 System Beep Codes 2-10 Default IRQ Line Assignments 3-3 Option Parameters 4-7 Dell Diagnostics Tests 4-9 Help Tools 7-2 International Dialing Codes 7-9 Dell Contact Numbers 7-10 Color Attributes A-8 DELL CONFIDENTIAL Preliminary 2/10/98 xxi - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 20
DELL CONFIDENTIAL Preliminary 2/10/98 xxii - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 21
the Basics If your Dell® computer system is not working as expected, and if you are not sure what to do, start your troubleshooting with the procedures in this chapter. This chapter guides you through some initial checks and procedures that can solve basic computer problems. It can also direct - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 22
system to AC power. Make sure that all connections fit tightly together. 6. Turn on the system. Is the problem resolved? Yes. The connections were loose. You have fixed the problem. No. Go to step 7. 7. Is your monitor operating properly? Yes. Go to step 8. No. Go to "Troubleshooting the Monitor" in - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 23
see "Troubleshooting Hard-Disk Drives" in Chapter 6. A series of beeps If your system documentation contains an appendix titled "Beep Codes and System Messages," see that appendix. Otherwise, see Chapter 2, "Messages and Codes," in this guide. An unfamiliar constant scrap- Make sure the sound is - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 24
. See your system documentation for detailed instructions on using the EISA Configuration Utility and saving new information. If after using the EISA Configuration Utility you have not resolved the problem, see Chapter 4, "Running the Dell Diagnostics." 1-4 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 25
Your application programs, operating system, and the computer itself are capable of identifying problems and alerting you to them. When a problem occurs, a message may appear on your monitor screen, or a beep code may sound. Several different types of messages can indicate when your system is not - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 26
code . Run the ScanDisk utility in the Microsoft Windows 95 operating system or the chkdsk utility in memory One or more SIMMs or DIMMs may See "Troubleshooting System Memory Drive(s) Test in the Dell Diagnostics. See Chapter 4, "Running the Dell Diagnostics." Drive not ready Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 27
"Troubleshooting System Memory" in be loose. Chapter 6. The operating system is unable to carry out the command. This message is usually followed by specific need technical assistance, see Chapter 7, "Getting Help." Incompatible Processor: CPU1 is B0 step or below! In a single- and Codes 2-3 - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 28
See your system documentation for instructions. A cable or connector may be loose, or the keyboard or keyboard/mouse controller may be faulty. See "Troubleshooting the Keyboard" in Chapter 5. Keyboard data line failure Keyboard failure Keyboard stuck key failure Memory address line failure at - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 29
configuration information does not match the memory installed in the computer. Reboot the computer. If the error appears again, see Chapter 7, "Getting Help," for instructions on obtaining technical assistance. Memory tests terminated by keystroke The memory test did not complete. Rerun the - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 30
in your system documentation. If running the ISA Configuration Utility does not reveal the source of the problem, see "Troubleshooting Expansion Cards" in Chapter 6 of this guide. See "Troubleshooting the Diskette/Tape Drive Subsystem" in Chapter 6. Requested sector not found The system could not - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 31
specific track on the diskette or diskette in the drive. hard-disk drive. A chip on the system board might be malfunctioning. Run the System Set Test Group in the Dell Diagnostics. See Chapter 4, "Running the Dell documentation for instructions. If the problem persists, see "Troubleshooting the - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 32
is operating outside of normal specifications. It is advisable to immediately back up your data and replace your hard-disk drive by calling your support desk or Dell Computer Corporation. POST has queried and acronym list that precedes the Index. 2-8 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 33
the problem. The beep code is a pattern of sounds: for example, one beep, followed by a second beep, and then a burst of three beeps (code 1-1-3) means that the computer was unable to read the data in nonvolatile random-access memory (NVRAM). This information is invaluable to the Dell support staff - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 34
Table 2-2. System Beep Codes Code Cause Action 1-1-2 Microprocessor register failure See Chapter 7, "Getting Help," for instructions on obtaining technical assistance. 1-1-3 NVRAM Run the System Set Test Group in the Dell Diagnostics. See Chapter 4, "Running the Dell Diagnostics." 1-1-4 - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 35
Table 2-2. System Beep Codes (continued) Code Cause Action 3-3-2 NVRAM configuration Run the System Set Test Group in the Dell Diagnostics, if possible. See Chapter 4, "Running the Dell Diagnostics." 3-3-4 Video Memory Test failure Run the Video Test Group in the Dell Diagnostics. See - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 36
Table 2-2. System Beep Codes (continued) Code Cause Action 5-1-2 BIOS update error-no RAM in system See "Troubleshooting System Memory" in Chapter 6. 5-1-3 BIOS update error-external video card detected If a video expansion card is installed, disconnect the video expansion card and connect - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 37
message alerts you to a possible problem and asks you to do something Messages When you run a test group or subtest in the Dell Diagnostics, an error message may result. These particular error messages are see Chapter 7 for instructions on obtaining technical assistance. Messages and Codes 2-13 - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 38
2-14 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 39
software. This chapter provides some general guidelines for analyzing software problems. For detailed troubleshooting information on a particular program, see the documentation that accompanied the software or consult the support service for the software. Installing and Configuring Software When you - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 40
memory. For example, the Microsoft Windows 3.x operating system and Lotus® 1-2-3 take advantage of extended memory. Other programs are able to use extended memory only if it is first converted into expanded memory by an expanded memory manager (EMM). NOTE: Not all Dell computers have an EMM driver - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 41
problem. There are also programs that use specialized subroutines called device drivers that can also cause problems with your computer support service for the software you are using to help you with this problem. Checking for Memory Address Conflicts Memory IRQ line. For instructions, see the ISA - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 42
3-4 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 43
to Dell's service and support personnel. CAUTION: Use the Dell Diagnostics to test only your Dell computer system. Using this program with other computers may cause incorrect computer responses or result in error messages. Features of the Dell Diagnostics The Dell Diagnostics provides a series of - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 44
Diskette Maker utility, which is available in the Dell Accessories group or folder, for instructions on making a program diskette set from the diskette image. If Dell installed MS-DOS, but not Windows, on your computer's hard-disk drive, see the Dell Menu, which appears when you first turn on - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 45
Dell Computer Corporation Dell System Diagnostics Version X.XX Diagnostics Menu Run All Tests RUn Quick Tests RuN Specific Tests Exit To MS-DOS Figure 4-1. Diagnostics Menu How to Use the Dell Diagnostics When you select Run Specific Tests from the Diagnostics Menu, the main screen of the - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 46
XX Available Test Groups RAM System Set Video Keyboard Mouse Diskette Drives Hard-Disk Drives (Non-SCSI) IDE CD ROM Drives Serial/Infrared Ports Parallel Ports SCSI Devices Network Interface Audio Other System Configuration Memory 4 MB Secondary Cache 128 KB Processor(s) Pentium Video SVGA - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 47
your printer is a parallel communications device, the computer recognizes the printer by its LPT1 address and identifies it as a parallel port. How to Use the Limits, About, Key-Help, and Quit Menu. Each of these categories is explained in the following subsections. Running the Dell Diagnostics 4-5 - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 48
table. To change Options parameters, press the , the left- and right- arrow keys, or the plus (+) and minus (-) keys. Number of Times to Repeat Test(s) This parameter specifies the number of times the stopped, regardless of the number of errors. 4-6 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 49
. Display, Printer, File If you have a printer attached to your computer, you can use it to print the status messages, if any, that ordinary American Standard Code for Information Interchange (ASCII) text file that you can open in any text viewer or word processor. You can also Dell Diagnostics 4-7 - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 50
environment, remove your diagnostics diskette from drive A and reboot the computer. CAUTION: It is important that you quit the diagnostics correctly because the program writes data to the computer's memory that can cause problems unless properly cleared. 4-8 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 51
comments concerning their use. Table 4-2. Dell Diagnostics Tests Test Groups Subtests Description RAM Quick Memory Test Comprehensive Memory Test Secondary Cache Memory Test Tests the RAM and cache. (Some computers include expanded or extended memory; all memory is tested.) System Set CMOS - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 52
Table 4-2. Dell Diagnostics Tests (continued) Test Groups Subtests Description Video Video Memory Test . Hard-Disk Drives (Non-SCSI) Disk Controller Test Forced Error-Correction-Code Test Seek Test Read Test Write Test Tests drives that use fixed, 4-10 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 53
. Software Reset Test Compatibility ID Test Interrupt Test DMA Test FIFO RAM Test Initial Reset Status Test Internal Register Test Dual Channel Test Tests the operation of the audio chip set. FM Sound Playback Test Analog Sound Playback Test Record and Playback Test Tests the record and playback - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 54
A refresh check, to verify that the dynamic RAM (DRAM) is being recharged properly The Secondary Cache Memory Test confirms the functionality of the computer's cache controller chip and the cache memory. Why Run a RAM Test? Faulty memory can cause a variety of problems that may not, at first glance - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 55
This subtest does not test USB peripherals. • USB Memory Structure Test Monitors the ability of a USB controller to process a simple set of memory-resident instructions. Why Run a System Set Test? The System Set subtests double-check many system board components, such as the computer's input/output - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 56
in your computer. These subtests all the video memory and provides additional problem is not in your software or caused by a hardware change. You should also try running all of the software support utilities provided for the monitor and the video subsystem. 4-14 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 57
Keyboard Test? Keyboard problems are not always caused by the keyboard. For example, a complete lockup of the computer system, rendering the of your computer's memory before running a subtest in the Keyboard Test Group. (Clear them from memory by booting your computer from the Dell Diagnostics 4-15 - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 58
a faulty mouse or touch pad. Three sources of RAM-related problems include the configuration of a program (which changes the function of the mouse or touch pad), memory-resident programs such as Sidekick or ProKey, and failure of a device driver (the software that controls the function of the mouse - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 59
controller • Forced Error-Correction-Code Test Checks the ability of computer cannot read from or write to the harddisk drive. • Data on the hard-disk drive is corrupted or lost; these problems the Audio Output Test require a CD with data tracks. The Audio Output Test requires a CD with audio tracks - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 60
checking the returned values Why Run a Serial/Infrared Ports Test? If the Dell Diagnostics does not recognize your computer's serial or infrared ports, enter the System Setup program and check the the software configuration as the cause of the problem. 4-18 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 61
connected Why Run a Parallel Ports Test? If the Dell Diagnostics does not recognize your computer's parallel port, enter the System Setup program and of the problem. Another possible cause for errors is the external device. Use the documentation that came with the peripheral to troubleshoot it and - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 62
the Audio Output Test, require a CD with data tracks. The Audio Output Test requires a CD with audio tracks Problem areas on harddisk drives are common, because most hard-disk drives have a small amount of space that is not usable. The harddisk drive keeps a record of this space so that your computer - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 63
Performs a memory test on controllers with memorymapped shared RAM. On controllers with first-in first-out (FIFO)-shared RAM, writes a data pattern to all locations and reads the pattern back to verify the operation. Some controllers do not support shared RAM tests. • Display Information Displays - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 64
controller and audio controller can exchange signals • FIFO RAM Test Checks the read/write capabilities and status of the audio controller • sound application uses resource settings different from those of the audio controller in the computer. In the absence of an expected sound Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 65
the video logic of the computer The procedures in this section troubleshoot problems with the monitor and the monitor interface cable only. See Chapter 6, "Checking Inside Your Computer," for troubleshooting procedures for video expansion cards, video memory, and your computer's video logic. If - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 66
7, "Getting Help," for instructions on obtaining technical assistance. No. If you have a video expansion card installed in your computer, see "Troubleshooting Expansion Cards" in Chapter 6. Troubleshooting the Keyboard This procedure determines what kind of keyboard problem you have. If a system - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 67
specific port configuration requirements. Is the problem resolved? Yes. You have fixed the problem. No. Go to step 5. 5. Insert the Dell Help," for instructions on obtaining technical assistance. 6. If the problem persists, go to "Troubleshooting a Parallel Printer" or "Troubleshooting a Serial I/O - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 68
Help," for instructions on obtaining technical assistance. Troubleshooting a Serial I/O Device If the procedure titled "Troubleshooting the Basic I/O Functions" indicates that the problem is with a device connected to one of the serial ports, follow these steps: 1. Turn off the computer and any - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 69
. In addition, Dell recommends that you periodically review the safety instructions at the front of this guide. Removing and Replacing the Computer Cover To troubleshoot problems inside your computer, you need to remove the computer cover. Instructions for removing the computer cover are in - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 70
in the computer. See your system documentation for instructions. 4. Verify the diskette/tape drive, hard-disk drive, and all other internal connections (including options such as video-memory upgrade modules, math coprocessors, and microprocessor upgrades). 6-2 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 71
according to the manufacturer's instructions. If an error message indicates a problem with the battery or if the System Setup program loses the system configuration information when the computer is turned off, the battery may be defective. Follow these steps to troubleshoot the battery: 1. Turn off - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 72
disconnect all the AC power cables from their power sources. Also, disconnect any telephone or telecommunication lines from the computer. 2. Remove the computer cover. CAUTION: See "Protecting Against Electrostatic Discharge" in the safety instructions at the front of this guide. 3. Verify that each - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 73
obtaining technical assistance. Troubleshooting System Memory A computer memory problem can be a faulty single inline memory module (SIMM), an improperly configured or faulty memory expansion card (if one is installed), or a faulty system board. If a random-access memory (RAM) error message appears - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 74
Help," for instructions on obtaining technical assistance. Troubleshooting the Video Subsystem Troubleshooting video problems involves determining which of the following is the source of the problem: the monitor, the monitor interface cable, the video memory, or the video logic of the computer. You - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 75
module installed? Yes. Go to step 10. No. Go to step 11. 10. Reseat the video-memory upgrade module. See your system documentation for instructions. 11. Replace the computer cover, reconnect the system to AC power, reconnect any telephone or telecommunication lines and turn it on. 12. Insert the - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 76
technical assistance. No. See Chapter 7, "Getting Help," for instructions on obtaining technical assistance. Troubleshooting the System Board A system board problem can result from a defective system board component, a faulty power supply, or a defective component connected to the system board. If - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 77
is faulty. • The computer's power supply is not providing suffi- cient power for the drives. • The computer's diskette/tape drive logic is faulty. In any computer that has multiple drives, a problem with one drive can affect the entire subsystem. Therefore, the troubleshooting procedures for the - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 78
cards. See your system documentation for instructions. 7. Replace the computer cover, reconnect the system to AC power, insert the Dell Diagnostics Diskette into drive A, and reboot from the computer to access the termination and drive-select jumper. 6-10 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 79
and terminator installation. 13. Replace the computer cover, reconnect the system to AC power, insert the Dell Diagnostics Diskette into drive A, and reboot the slots. The troubleshooting procedure in this subsection applies specifically to internal tape drives. Tape drive problems usually result - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 80
to AC power, reconnect any telephone or telecommunication lines, and turn on the computer. Is the problem resolved? Yes. The IRQ jumper settings were incorrect. You have fixed the problem. No. See Chapter 7, "Getting Help" for instructions on obtaining technical assistance. Troubleshooting a SCSI - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 81
are configured correctly. If the computer system is using a built-in SCSI host adapter or a Dell Advanced SCSI Host (DASH) Bus Adapter card, see the SCSI Device Driver Installation and Configuration Guide for instructions on installing and configuring the SCSI device drivers. For any other type of - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 82
reconnect the system to AC power, reconnect any telephone or telecommunication lines, and turn on the computer. Is the problem resolved? Yes. You have fixed the problem. No. See Chapter 7, "Getting Help," for instructions on obtaining technical assistance. Troubleshooting Hard-Disk Drives Hard-disk - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 83
instructed by the documentation for the drive and reinstall the hard-disk drive. 11. Replace the computer cover, reconnect the system to AC power, reconnect any telephone or telecommunication lines to the computer, and turn on the computer. 12. Listen for the drive spinning up after the power supply - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 84
the computer's operating system. Is the problem resolved? Yes. The hard-disk drive's file structure was probably corrupt. You have fixed the problem. No. Go to step 15. 15. See Chapter 7, "Getting Help," for instructions on obtaining technical assistance. 6-16 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 85
troubleshoot a hard-disk drive problem if your system contains an optional SCSI backplane board. CAUTION: This troubleshooting Dell SCSI Array User's Guide for instructions computer cover. CAUTION: See "Protecting Against Electrostatic Discharge" in the safety instructions at the front of this guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 86
for a unique SCSI ID that does not conflict with the SCSI host adapter. Turn off the computer, wait a few seconds, then turn it back on. Is the problem resolved? Yes. The drive bay was configured incorrectly. You have fixed the problem. No. Go to step 19. 6-18 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 87
24. No. Go to step 23. 22. Reseat the cable connectors, reconnect the computer and peripherals to their AC power sources, and turn them on. Is the problem resolved? Yes. The cable connections were faulty. You have fixed the problem. No. Go to step 24. 23. Turn off the system, including any attached - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 88
6-20 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 89
messages or beep codes as they occur so you can inform the Dell technician of them. Describe what you were doing when the error occurred. Note the steps you have taken to solve the problem. 5. Use the AutoTech service for help with installation and troubleshooting procedures. For instructions on - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 90
information TechFax service Technical specifications TechFax service, system documentation Troubleshooting, step-by-step instructions System documentation, Dell Diagnostics program, AutoTech service Unresolved problems requiring assistance from a Dell Technical support service, TechConnect BBS - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 91
by Dell computer users, is included with certain Dell systems that were purchased with the Dell-installed Windows 3.x or Windows 95 operating system. To view the Dell Q&A, open the Dell Accessories program group or folder and double-click on the Dell Q&A icon. If you need further instructions on - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 92
about MS-DOS and the Microsoft Windows 95 and Windows 3.x operating systems • Help in troubleshooting your Dell system The AutoTech service is available 24 hours a day, seven days a week. You can also access this service through the technical support service. For the telephone number to call - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 93
refer to records we keep on your specific Dell system to better understand your particular question. Our technical support staff use computer-based diagnostics to provide fast, accurate answers to your questions. To contact Dell's technical support service, first refer to the section titled "Before - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 94
. Dell's technical support staff uses computer-based diagnostics to provide fast, accurate answers to your questions. When you call, the technical support staff refers to records regarding your specific Dell system to better understand your particular question. NOTE: Have your express service code - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 95
the system's start-up files. If the computer is connected to a printer, print each file. Otherwise, record the contents of each file before calling Dell. Error message or beep code Description of problem and troubleshooting procedures you performed Figure 7-1. Diagnostics Checklist Getting - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 96
contact Dell, use the telephone numbers and codes provided in Tables 7-2 and 7-3. Table 7-2 provides the various codes required to make longdistance and international calls. Table 7-3 provides local telephone numbers, area codes, and toll-free numbers, if applicable, for each department or service - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 97
Granada) Netherlands (Amsterdam) New Zealand Norway (Lysaker) Poland (Warsaw) Singapore (Singapore) South Africa (Johannesburg) Table 7-2. International Dialing Codes International Access Code Country Code 0011 61 900 43 00 32 - 673 011 - - 56 - 86 00 420 009 45 990 358 00 - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 98
required Table 7-3. Dell Contact Numbers Country (City) Department Name or Service Area Code Local Number or Toll-Free Number Australia (Sydney) Customer Technical Support (Dell Dimension® systems only only-the call is rerouted to the U.S.A.). 7-10 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 99
(Beijing) NOTE: Customers in China call Malaysia for customer assistance. Table 7-3. Dell Contact Numbers (continued) Department Name or Service Area Code Local Number or Toll-Free Number Customer Technical Support (Dell Dimension systems only) (Penang, Malaysia 810 4946 Customer Technical - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 100
Dell Contact Numbers (continued) Country (City) Department Name or Service Area Code Local Number or Toll-Free Number Czech Republic* (Prague) Technical Support 02 8728 221 Customer Service 5908 (English only-the call is rerouted to the U.S.A.). 7-12 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 101
Table 7-3. Dell Contact Numbers (continued) Country (City) Department Name or Service Area Code Local Number or Toll-Free Number Ireland* (Bray) Customer Technical Support 1-850-543-543 Sales 1-850-235-235 SalesFax 01 286 2020 Fax 01 286 6848 TechConnect BBS 01 204 4761 TechFax 01 - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 102
Table 7-3. Dell Contact Numbers (continued) Country (City) Department Name or Service Area Code Local Number or Toll-Free Number Latin America Customer Technical Support (Austin, Texas, U.S.A.). . . . (English only-the call is rerouted to the U.S.A.). 7-14 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 103
Table 7-3. Dell Contact Numbers (continued) Country (City) Department Name or Service Area Code Local Number or Toll-Free Number Mexico Technical Support (Dell Dimension systems only) ($2.50 + GST per call 0900 51010 Technical Support (Other systems 0800 446 255 Customer Service 0800 444 - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 104
Service Area Code Local Number or Toll-Free Number Singapore (Singapore) Technical Support (Dell Dimension systems only) (Penang, Malaysia 04 810 4947 NOTE: Customers in Singapore call Malaysia for technical assistance for Dell to the U.S.A.). 7-16 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 105
7-3. Dell Contact Numbers (continued) Country (City) Department Name or Service Area Code Local Number or Toll-Free Number Switzerland* (Geneva) Technical Support 0844 811 411 Commercial Services 022 799 01 01 Customer Service 022 799 01 50 Fax 022 799 01 90 Taiwan Technical Support - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 106
Service Area Code Local Number or Toll-Free Number U.S.A. (Austin, Texas) Automated Order-Status System toll free: 1-800-433-9014 AutoTech (Automated technical support toll free: 1-800-247-9362 Customer Technical Support (Desktops are calling for an established Dell national account (have your - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 107
Tests The Video Test Group of the Dell Diagnostics consists of the following seven tests, each of which verifies a particular video function or group of functions: • Video Memory Test - Checks the integrity of char- acters generated from data in the video memory • Video Hardware Test - Checks the - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 108
example of the 80-column x 25-line character attributes subtest screen. Is this correct - Y/N? Figure A-1. 80-Column x 25-Line Character Attributes Subtest Screen A-2 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 109
Character Set Subtest (80 x 25) The 80-column x 25-line character set subtest displays all 256 characters in the American Standard Code for Information Interchange (ASCII) character set in 80-column by 25-line text mode. Figure A-2 shows an example of the character set subtest screen. Character - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 110
, show examples of the first and second video scan alignment subtest screens. Are the lines correctly aligned - Y/N? Figure A-3. Video Scan Alignment Subtest (Screen 1) A-4 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 111
Video Scan Alignment Test Are the boxes correctly aligned - Y/N? Figure A-4. Video Scan Alignment Subtest (Screen 2) Diagnostic Video Tests A-5 - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 112
example of the 40-column x 25-line character attributes subtest screen. Is this correct - Y/N? Figure A-5. 40-Column x 25-Line Character Attributes Subtest Screen A-6 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 113
Character Set Subtest (40 x 25) The 40-column x 25-line character set subtest displays all 256 characters in the ASCII character set in 40-column by 25-line (double-wide) text mode. Figure A-6 shows an example of the 40-column x 25-line character set subtest screen. Character Set Test (40 x 25) Is - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 114
A light green* green B light cyan* cyan C light red* red D light magenta* magenta E yellow* brown F intense white* white * These colors blink during the test. A-8 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 115
Color Attributes Subtest (40 x 25) The 40-column x 25-line color attributes subtest is the same as the previous subtest except that the characters are displayed in 40-column by 25-line (double-wide) text mode. Type y if each character is displayed correctly; otherwise, type n. Color Bars Subtest The - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 116
which they appear. NOTE: Some of the following tests may not appear if your system does not support the video mode being tested. 320 x 200 Graphics Mode Screens The Graphics Mode Test displays two , type n. Figure A-8 shows an example of this screen. A-10 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 117
640 x 200 Graphics - Black/White Is this correct - Y/N? Figure A-8. 640 x 200 Black/White Graphics Mode Screen Diagnostic Video Tests A-11 - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 118
and displayed correctly; otherwise, type n. Figure A-9 shows an example of this screen. Is this correct - Y/N? Figure A-9. 640 x 480 Monochrome Graphics Mode Screen A-12 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 119
Xs are the correct colors; otherwise, type n. 640 x 200 16-Color Graphics Mode Screen The 640- x 200-pixel 16-color graphics mode screen displays a series of hexagons in 16 different colors with the name of the color beneath each hexagon. Type y if all the hexagons are the correct colors; otherwise - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 120
640 x 480 Graphics - 2 Colors Is this correct - Y/N? Figure A-10. 640 x 480 2-Color Graphics Mode Screen A-14 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 121
squares are the correct colors; otherwise, type n. 640 x 480 256-Color Graphics Mode Screen The 640- x 480-pixel 256-color graphics mode screen displays a series of squares with two colors in each square. Type y if all the squares appear to be correct; otherwise, type n. 800 x 600 16-Color Graphics - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 122
with the quality of the colors. Type y if all the pixels were present and if the correct colors were displayed; otherwise, type n. A-16 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 123
Code for Information Interchange application-specific integrated circuit Beginner's All-Purpose Symbolic Instruction Code bulletin board service Dell Advanced SCSI Host digital audio tape decibel(s) adjusted decibel(s) direct current Deutsche Industrie Norm dual in-line package direct memory - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 124
Dell SCSI Array error correction code enhanced graphics adapter enhanced integrated drive electronics Extended Industry-Standard Architecture electromagnetic interference expanded memory manager Expanded Memory Specification load number Lotus/Intel/Microsoft 2 Diagnostics and Troubleshooting Guide - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 125
Abbreviation or Acronym PCMCIA PGA POST ppm PQFP PS/2 PVC QIC RAM RAMDAC REN RFI RGB ROM rpm RTC SCSI sec SIMM SRAM SVGA TFT tpi TSR TV Description Personal Computer Memory Card International Association pin grid array power-on self-test pages per minute plastic quad flat pack Personal System - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 126
Abbreviation or Acronym UL UMB UPS USB USOC V VAC VDC VDE VESA VGA VLSI VRAM W WH XMM XMS ZIF Description Underwriters Laboratories upper memory block uninterruptible power supply universal serial bus Universal Service Ordering Code volt(s) volt(s) alternating current volt(s) direct current Verband - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 127
Test Group, 4-21, 4-22 AutoTech service, 7-3 B battery troubleshooting, 6-3 beep codes about, 2-9 system, 2-10 boot routine, 1-1 bulletin board service. See TechConnect BBS C calling Dell, 7-8 cautions, viii Color Palettes Test, A-1, A-15 computer cover removing and replacing, 6-1 connections and - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 128
and Troubleshooting Guide hard-disk drives (continued) SCSI Devices Test Group, 4-20 troubleshooting IDE hard-disk drives, 6-14 troubleshooting SCSI drives, 6-15, 6-17 Hard-Disk Drives (Non-SCSI) Test Group, 4-16 help from Dell Computer Corporation, 7-1 help tools AutoTech service, 7-3 Dell - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 129
, 2-1 beep codes, system, 2-1, 2-9 Dell Diagnostics, 4-12 error messages, 3-2 system, 2-1 warning, 2-13 monitor, troubleshooting, 5-1 Mouse Test, 4-15 N Network Interface Test Group, 4-21 nonvolatile random-access memory, 2-13 notational conventions, viii notes, viii NVRAM about, 4-4 problem with - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 130
4-5 support technical, 7-1 syntax errors, 4-16 system beep codes list of, 2-10 system board troubleshooting, 6-8 system configuration information about, 4-4 confirming with Dell Diagnostics, 4-4 system documentation, 7-3 system memory troubleshooting, 6-5 system messages about, 2-1 solving problems - Dell OptiPlex Gn | Diagnostics and Troubleshooting Guide (.pdf) - Page 131
, 1-3 wet computer, 6-2 where to start, 1-1 TSR programs about, 3-1 problems with, 3-2 typographical conventions, viii V video control circuitry, 4-14 video controller card, 4-14 video functions about, A-1 testing, 4-14 Video Hardware Test, A-1 Video Memory Test, A-1 video subsystem troubleshooting
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