Dell OptiPlex Gn Diagnostics and Troubleshooting Guide (.pdf) - Page 89

Chapter 7 Getting Help This chapter describes the tools Dell provides to help you when you have a problem with your computer system. It also tells you when and how to call Dell for technical or customer assistance in the following situations: • If you have a technical problem, read the next sec- tion, "Technical Assistance." • If you are looking for information about a specific subject or about Dell's services, read "Help Tools" found later in this chapter. • If you have a problem with your order, read "Prob- lems With Your Order" found later in this chapter. • If you need to return an item for warranty repair or credit, read "Returning Items for Warranty Repair or Credit" found later in this chapter. • If you would like to place an order or need informa- tion about additional products available from Dell, call Dell at the appropriate telephone number listed in "Dell Contact Numbers" found later in this chapter. Technical Assistance If you need assistance with a technical problem, perform the following steps: 1. Review the Frequently Asked Questions cards, if applicable. Two information cards, one titled Frequently Asked Questions About Your Dell System and another titled Frequently Asked Questions About MS-DOS and Microsoft Windows, come with certain Dell systems. NOTE: You may also find these questions and answers in the Dell Q&A for certain systems. For more information, see "Dell Q&A" found later in this chapter. 2. Review the remaining documentation that accompanied your Dell system. To decide which document has the answers you need, consult the Preface of your system documentation. 3. Run the diagnostics for your Dell system. See Chapter 4, "Running the Dell Diagnostics," for instructions on using the Dell Diagnostics program. 4. Make a copy of the Diagnostics Checklist (found later in this chapter), and fill it out. NOTE: Save the Diagnostics Checklist in this chapter as a master so you can use it to make copies as needed. On your copy of the Diagnostics Checklist, document any error 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 using the AutoTech service, see "AutoTech Service" found later in this chapter 6. If the preceding steps have not resolved the problem and you need to talk to a Dell technician, you can call Dell's customer technical support service. Before you call Dell, convert your service tag number into an express service code. When prompted by Dell's automated telephone system, enter the express service code to route your call directly to the proper support personnel. Getting Help 7-1