Dell OptiPlex N Diagnostics and Troubleshooting Guide (.pdf)
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- Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 1
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- Dell OptiPlex N | 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 N | Diagnostics and Troubleshooting Guide (.pdf) - Page 5
monitor and attached peripherals are electrically rated to operate with the AC power available in your location. • To help avoid possible damage to the system board, wait 5 seconds after turning off the system before removing a component from the system board or disconnecting a peripheral device - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 6
in this guide and elsewhere in Dell documentation. Always follow installation and service instructions closely. To help avoid possible damage to the system board, wait 5 seconds after turning off the system before removing a component from the system board or disconnecting a peripheral device from - Dell OptiPlex N | 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 N | Diagnostics and Troubleshooting Guide (.pdf) - Page 8
. • The SCSI Device Driver Installation and Configura- tion Guide contains information required when installing SCSI devices on your system. • The Dell SCSI Array User's Guide provides instruc- tions that you need to run the DSA Manager program when troubleshooting SCSI disk drives. • Technical - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 9
your monitor or display. It can be a system message, for example, or it can be text that you are instructed to type as part of a command (referred to as a command line). Screen text is presented in the Courier New font. Example: The following message appears on your screen: No boot device available - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 10
x - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 11
1-2 Look and Listen 1-3 The System Setup Program 1-4 The EISA Configuration 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 - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 12
4-6 Number of Times to Repeat Test(s 4-6 Maximum Errors Allowed 4-6 Pause for User Response 4-7 Output Device for Status 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 - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 13
14 Subtests 4-14 Why Run a Video Test 4-14 Keyboard Test Group 4-15 Subtests 4-15 Why Run a Keyboard Test 4-15 Mouse Test 4-15 Subtests 4-16 Why Run the Mouse Test 4-16 Diskette Drives Test Group 4-16 Subtests 4-16 Why Run a Diskette Drives Test 4-16 Hard-Disk Drives (Non-SCSI) Test Group - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 14
Drives 6-14 Troubleshooting SCSI Hard-Disk Drives in a System Without a SCSI Backplane Board 6-15 Troubleshooting SCSI Hard-Disk Drives in a System With a SCSI Backplane Board 6-17 Chapter 7 Getting Help 7-1 Technical Assistance 7-1 Help Tools 7-2 Frequently Asked Questions Cards 7-3 Dell - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 15
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 A-1 Text - Dell OptiPlex N | 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 N | Diagnostics and Troubleshooting Guide (.pdf) - Page 17
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-Line Character Set Subtest Screen A-3 Video Scan Alignment Subtest (Screen 1 A-4 Video Scan Alignment Subtest (Screen 2 A-5 40-Column x 25 - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 18
DELL CONFIDENTIAL Preliminary 2/10/98 xx - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 19
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 DELL CONFIDENTIAL Preliminary - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 20
DELL CONFIDENTIAL Preliminary 2/10/98 xxii - Dell OptiPlex N | 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 N | Diagnostics and Troubleshooting Guide (.pdf) - Page 22
, including any attached peripherals (such as the monitor, keyboard, printer, external drives, scanners, or plotters). Disconnect all the alternating current (AC) power cables from their power sources. 2. If your computer is connected to a power strip, turn the power strip off and then on again. Is - Dell OptiPlex N | 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 N | 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 N | Diagnostics and Troubleshooting Guide (.pdf) - Page 25
Cause Action Address mark not found The BIOS found a faulty disk sector or could not find a particular disk sector. See "Troubleshooting the Diskette/Tape Drive Subsystem" in Chapter 6. Attachment failed to respond The diskette drive or hard-disk drive controller cannot send data to the - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 26
error. See "Troubleshooting the Diskette/Tape Drive Subsystem" in Chapter 6. Controller has failed Data error The hard-disk drive or the associated controller is defective. The diskette or hard-disk drive cannot read the data. Run the ScanDisk utility in the Microsoft Windows 95 operating system - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 27
error Hard disk controller failure Table 2-1. System Messages (continued) Cause Action The diskette write-protect feature is Remove the diskette from drive A and move the activated. write-protect tab to the unlocked position. One or more SIMMs or DIMMs may See "Troubleshooting System - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 28
30 seconds, and then turn it on. Try to run the program again. If the problem persists, contact the software company. NOTE: For the full name of an abbreviation or acronym used in this table, see the abbreviation and acronym list that precedes the Index. 2-4 Diagnostics and Troubleshooting Guide - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 29
One or more SIMMs or DIMMs may See "Troubleshooting System Memory" in be faulty or improperly seated. appears again, see Chapter 7, "Getting Help," for instructions on obtaining technical assistance. Memory tests terminated by keystroke list that precedes the Index. Messages and Codes 2-5 - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 30
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 find a particular sector on the disk, or - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 31
System Setup program and correct the date or time. See your system documentation for instructions. If the problem persists, see "Troubleshooting the Battery" in Chapter 6. Time-of-day not set The time or date displayed in the sys- Enter the System Setup program and correct the tem configuration - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 32
The keyboard controller may be mal- Run the RAM Test Group and the Keyboard Con- functioning, or one or more SIMMs troller Test in the Dell Diagnostics. See Chapter 4, or DIMMs may be loose. "Running the Dell Diagnostics." WARNING: Dell's Disk Monitoring System has detected that drive [0/1] on - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 33
and acronym list that precedes the Index. System Beep Codes When errors occur during a boot routine that cannot be reported on the monitor, your computer may emit a series of beeps that identify the problem. The beep code is a pattern of sounds: for example, one beep, followed by a second beep, and - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 34
Keyboard Controller Test failure Run the Keyboard Test Group in the Dell Diagnostics. See Chapter 4, "Running the Dell Diagnostics." Otherwise, see Chapter 7, "Getting Help," for instructions on obtaining technical assistance. 3-3-1 NVRAM power loss Run the System Set Test Group in the Dell - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 35
failure Run the Video Test Group in the Dell Diagnostics. See Chapter 4, "Running the Dell Diagnostics." 3-4-2 Screen retrace failure Run the Video Test Group in the Dell Diagnostics. See Chapter 4, "Running the Dell Diagnostics." 3-4-3 Search for video ROM failure Run the Video Test Group in - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 36
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 the monitor to - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 37
Dell Diagnostics, an error message may result. These particular error messages are not covered in this chapter. Record the message on a copy of your Diagnostics Checklist found in Chapter 7, "Getting Help." Also see Chapter 7 for instructions on obtaining technical assistance. Messages and Codes - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 38
2-14 Diagnostics and Troubleshooting Guide - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 39
support service for the software. Installing and Configuring Software When you obtain software, check it for viruses with virus-scanning software before installing it on your computer's hard-disk drive. Viruses, which are pieces of code that can replicate themselves, can quickly use all available - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 40
the start-up file. If the problem you were experiencing does not recur, one of the TSR programs probably created the conflict. Add the TSR commands back into the start-up files one at a time until you identify which TSR program is creating the conflict. 3-2 Diagnostics and Troubleshooting Guide - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 41
require a special screen driver program that expects a certain kind of video mode or monitor. In such cases, you may have to develop an alternative method of running that particular program-the creation of a boot file made especially for that program, for example. Call the support service for the - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 42
3-4 Diagnostics and Troubleshooting Guide - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 43
major component or device in your computer system does not function properly, you may have a component failure. As long as the microprocessor and the input and output components of your computer system (the monitor, keyboard, and diskette drive) are working, you can use the Dell Diagnostics. If you - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 44
copy of the diskette. If Dell installed the Microsoft Windows 3.x or Windows 95 operating system on your computer's hard-disk drive, see the online help in Dell's Program Diskette Maker utility, which is available in the Dell Accessories group or folder, for instructions on making a program diskette - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 45
the diagnostics is presented in the following five areas: • Two lines at the top of the screen identify the version number of the Dell Diagnostics. • On the left side of the screen, the Available Test Group area lists the diagnostic test groups in the order they will run if you select All from the - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 46
Dell Computer Corporation Dell System Diagnostics Version X.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 - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 47
device, the computer recognizes the screen. screen. Main Menu Categories Eight categories are listed in the Main menu of the diagnostics main screen listed.) The Key-Help category displays a list of key controls available categories are displayed: All, displays a list of key controls available displayed: - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 48
listed on the screen are run. (The subtests are run in the same order as they are listed.) The Key-Help category displays a list of key controls available the number of errors that can occur-testing will not be stopped, regardless of the number of errors. 4-6 Diagnostics and Troubleshooting Guide - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 49
you are running the diagnostics from a utility partition on your hard-disk drive, the result file is created on the hard-disk drive. The default is Display. Display, Printer, File This parameter has the same effect as the Output Device for Status Messages parameter, except that it pertains only to - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 50
be to limit the amount of testing done. The RAM Test Group, the Video Test Group, the Diskette Drives Test Group, the Hard-Disk Drives (Non-SCSI) Test Group, the Serial/Infrared Ports Test Group, the Parallel Ports Test Group, and the SCSI Devices Test Group allow you to designate limits. Whether - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 51
system board's support chips, DMA controller, computer timer, NVRAM, speaker controller, cache, and EISA configuration RAM chip, as appropriate. Coprocessor Calculation Test Coprocessor Error Exception Test Tests the math coprocessor that is internal to the microprocessor. PC Card Controller Test - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 52
Text Mode Pages Test Graphics Mode Test Color Palettes Test Solid Colors Test Tests the video subsystem and monitor by checking various aspects of video output. Keyboard Keyboard Controller Test Keyboard Key Sequence Test Keyboard Interactive Test Stuck Key Test External Key Pad Test Tests the - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 53
about the types of SCSI devices installed and the resources allocated to them. Registers Test Internal Loopback Test External Loopback Test Shared RAM Test Display Information Tests the read and write access capability to the NIC registers. Also tests the ability of the NIC to transmit and receive - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 54
because the errors that generate these messages can be resolved only with Dell technical assistance. Record the messages on a copy of the Diagnostics Checklist found in Chapter 7, "Getting Help." For instructions on obtaining technical assistance and for informing the support technician of these - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 55
and to send IRQs to the microprocessor. • PC Card Controller Test Tests the functionality of the PC Card controller on the system board. • Thermal Control Test Checks the functionality of the thermal-monitoring and microprocessor speed-switching device on the system board. • Multiprocessor Test For - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 56
the Video Test Group or any of its subtests, you should make sure that the 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 N | Diagnostics and Troubleshooting Guide (.pdf) - Page 57
the internal microcode of the keyboard and the external interface of the keyboard controller chip for a repeating key signal • External Key Pad Test Checks the contact beneath the key for an electrical impulse to ensure that the key is working properly Why Run a Keyboard Test? Keyboard problems are - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 58
is corrupted or lost; these problems may be intermittent. Hard-Disk Drives (Non-SCSI) Test Group The subtests in the Hard-Disk Drives (Non-SCSI) Test Group check the functionality of up to four hard-disk drives (two on each channel) of any capacity. The 4-16 Diagnostics and Troubleshooting Guide - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 59
To test SCSI drives, use the SCSI Devices Test Group. Subtests The five subtests in the Hard-Disk Drives (Non-SCSI) Test Group confirm the following drive functions: • Disk Controller Test Checks the internal microcode of the hard-disk drive controller • Forced Error-Correction-Code Test Checks the - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 60
your software, it also may not function properly. Try operating the peripheral from different programs or through the operating system. If it still does not work, you can eliminate the software configuration as the cause of the problem. 4-18 Diagnostics and Troubleshooting Guide - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 61
problem: • If a peripheral works intermittently or produces intermittent errors, the port may be faulty. • If the computer displays an error message that is related to the external device connected to a port, but corrections to the device do not resolve the error, run Running the Dell Diagnostics - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 62
Displays a screen of information about each SCSI host adapter in the computer, the resources allocated to each SCSI host adapter, and a list of target devices attached to the SCSI host adapter. Why Run a SCSI Devices Test? If you check your SCSI hard-disk drive to determine the amount of available - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 63
pattern to all locations and reads the pattern back to verify the operation. Some controllers do not support shared RAM tests. • Display Information Displays addresses and configuration information about the NIC. This information includes the network address used for communication on the local area - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 64
system chip set and determines if the DMA controller and audio controller can exchange signals on that second DMA channel • FM Sound Playback Test Tests whether the system can synthesize sounds and play them through the built-in speakers • Analog Sound Playback Test Tests whether the system can play - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 65
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 information on the monitor screen is displayed incorrectly - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 66
new monitor. See Chapter 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 - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 67
No. See Chapter 7, "Getting Help," for instructions on obtaining technical assistance. 6. If the problem persists, go to "Troubleshooting a Parallel Printer" or "Troubleshooting a Serial I/O Device" found later in this chapter, depending on which device appears to be malfunctioning. Checking Your - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 68
and the serial device. Is the problem resolved? Yes. You probably need a new device. See Chapter 7, "Getting Help," for instructions on obtaining technical assistance. No. See Chapter 7, "Getting Help," for instructions on obtaining technical assistance. 5-4 Diagnostics and Troubleshooting Guide - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 69
to dissipate any static electricity that might harm internal components. 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 - Dell OptiPlex N | 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 N | Diagnostics and Troubleshooting Guide (.pdf) - Page 71
See Chapter 4, "Running the Dell Diagnostics.") Do the tests complete successfully? Yes. Your system is operating properly. No. See Chapter 7, "Getting Help," for instructions on obtaining technical assistance. Troubleshooting the Battery WARNING There is a danger of a new battery exploding if it is - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 72
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 expansion card is - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 73
resolved? Yes. You have fixed the problem. No. Go to step 11. 11. Remove all expansion cards except the hard-disk drive controller card (if one is installed). See your system documentation for instructions. 12. Replace the computer cover, reconnect the system to AC power, and turn it on. 13. Enter - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 74
. The following procedure troubleshoots problems with the video memory and video logic only. Before you begin, perform the procedure found in "Troubleshooting the Monitor" in Chapter 5 to determine whether or not the monitor is the source of the problem. 6-6 Diagnostics and Troubleshooting Guide - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 75
the steps in "Troubleshooting Expansion Cards" found earlier in this chapter to verify that the card is configured and installed correctly. Follow these steps to troubleshoot the video subsystem: 1. Insert the Dell Diagnostics Diskette into drive A, reboot the system, and run the Video Test Group in - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 76
Go to step 12. No. Your expansion card is faulty. See Chapter 7, "Getting Help," for instructions on obtaining technical assistance. 12. Disconnect the keyboard and reboot the system. Does the system boot successfully? Yes. Go to step 13. No. Go to step 14. 6-8 Diagnostics and Troubleshooting Guide - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 77
"Getting Help," for instructions on obtaining technical assistance. Troubleshooting the Diskette/ Tape Drive Subsystem If the monitor displays a system error message indicating a diskette drive problem during execution of either the boot routine or the Dell Diagnostics, the problem may be caused by - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 78
and 2, and remove all expansion 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 the system. Does the system boot properly from the Dell Diagnostics Diskette? Yes. An - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 79
boot properly from the Dell Diagnostics Diskette? Yes. Go to "Checking the Diskette/Tape Drive Subsystem" found earlier in this chapter. No. Go to step 14. 14. See Chapter 7, "Getting Help," for instructions on obtaining technical assistance. Troubleshooting a Non-SCSI Internal Tape Drive In a drive - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 80
. You have fixed the problem. No. See Chapter 7, "Getting Help" for instructions on obtaining technical assistance. Troubleshooting a SCSI Tape Drive A SCSI tape drive can be either an internal device installed in one of the externally accessible drive bays or an external device that attaches to - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 81
SCSI device drivers are installed on the hard-disk drive and 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 - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 82
. See Chapter 7, "Getting Help," for instructions on obtaining technical assistance. Troubleshooting Hard-Disk Drives Hard-disk drive problems can be caused by a number of conditions, including problems with the drive itself, a hard-disk drive controller card, the optional SCSI backplane board, the - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 83
. No. Go to step 14. 14. See Chapter 7, "Getting Help," for instructions on obtaining technical assistance. Troubleshooting SCSI Hard-Disk Drives in a System Without a SCSI Backplane Board Use the following procedure to troubleshoot a hard-disk drive problem if your system includes one or more SCSI - Dell OptiPlex N | 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 N | Diagnostics and Troubleshooting Guide (.pdf) - Page 85
and/or reconfigure the required SCSI device drivers. Then reboot the system. Is the problem resolved? Yes. You have fixed the problem. No. Go to step 5. 5. Determine whether the system has a Dell SCSI Array (DSA) controller card. Does the system have a DSA controller card? Yes. Go to step 6. No. Go - Dell OptiPlex N | 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 N | Diagnostics and Troubleshooting Guide (.pdf) - Page 87
drive. Reinstall the drive carrier in its bay. Repeat this procedure for all the other drive carriers. Reconnect the system to AC power, problem resolved? Yes. The hard-disk drive format was corrupted. You have fixed the problem. No. Go to step 26. 26. See Chapter 7, "Getting Help," for instructions - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 88
6-20 Diagnostics and Troubleshooting Guide - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 89
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 - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 90
. NOTE: Dell's Express Service may not be available in all countries. For instructions on using the technical support service, see "Technical Support Service" and "Before You Call" found later in this chapter. Help Tools Dell provides a number of tools to assist you. Table 7-1 lists subjects you - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 91
See Chapter 4, "Running the Dell Diagnostics," for instructions on using the diagnostics. You can use this diagnostic program to test major components or devices in the system, if the system can boot. AutoTech Service Dell's automated technical support service-AutoTech- provides recorded answers to - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 92
a message for a Dell technical support specialist • Order parts • Download basic input/output system (BIOS) and video driver upgrades • Download updates For the BBS telephone number, see "Dell Contact Numbers" found later in this chapter. NOTE: The TechConnect BBS is not always available in all - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 93
" and then call the number for your country as listed in "Dell Contact Numbers" found later in this chapter. (For information about receiving technical assistance in the U.K., refer to the Placing a Service Call card that came with your system.) NOTE: Technical support services may vary outside the - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 94
is available. You should also have a flat-blade screwdriver or a quarter-inch nut driver available. WARNING: If you need to remove the computer cover, be sure to first disconnect the computer system's power and modem cables from all electrical outlets. 7-6 Diagnostics and Troubleshooting Guide - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 95
the computer Express service code Return Material Authorization Number (if provided by Dell support technician Operating system and version Peripherals PC Cards or expansion cards Are you connected to a network? yes no Network, version, and network card Programs and versions - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 96
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 available - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 97
Macau Malaysia (Penang) Mexico (Colonia 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 - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 98
) 010 44 1344 U.S.A. (Austin, Texas) 011 1 Not 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 1-300-65-55-33 Customer Technical - Dell OptiPlex N | 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 N | Diagnostics and Troubleshooting Guide (.pdf) - Page 100
Table 7-3. 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 and Sales 02 879250 TechConnect BBS 02 66710274 Denmark* (Horsholm) Customer Care, - Dell OptiPlex N | 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 N | 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.). . . . 512 728-4093 NOTE: Customers in Latin America call the U.S.A. for sales, customer, and - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 103
581 8818 Corporate SalesFax 020 686 8003 TechConnect BBS 020 686 6504 New Zealand Technical Support (Dell Dimension systems only) ($2.50 + GST per call 0900 51010 Technical Support (Other systems 0800 446 255 Customer Service 0800 444 617 Sales 0800 441 567 Fax 0800 441 566 Norway - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 104
(City) Department Name or 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 Dimension systems and for customer - Dell OptiPlex N | 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 N | Diagnostics and Troubleshooting Guide (.pdf) - Page 106
small-business use. 2 Use this number if you are calling for an established Dell national account (have your account number handy), if you work for a governmental agency (local, state, or federal), or if you work for an educational or medical institution. 7-18 Diagnostics and Troubleshooting Guide - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 107
map and present all available video text pages on the monitor screen, one page at a time • Graphics Mode Test - Checks the video sub- system's ability to present graphics mode data and colors • Color Palettes Test - Checks the video subsystem's ability to display all available colors • Solid Colors - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 108
(80 x 25) video, reverse video, intensified video, and blinking video. Figure A-1 shows an 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 N | Diagnostics and Troubleshooting Guide (.pdf) - Page 109
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 Set Test (80 x 25) Is this - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 110
should have straight borders and be evenly spaced. Figures A-3 and A-4, respectively, 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 N | 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 N | Diagnostics and Troubleshooting Guide (.pdf) - Page 112
-intensity video, reverse video, intensified video, and blinking video. Figure A-5 shows an 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 N | Diagnostics and Troubleshooting Guide (.pdf) - Page 113
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 this correct - Y/N? Figure - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 114
monitors only. Color Attributes Subtest (80 x 25) The 80-column x 25-line color attributes subtest displays a pattern of 16 rows and 16 columns in 80-column by 25-line text mode. Each row has a hexadecimal number white * These colors blink during the test. A-8 Diagnostics and Troubleshooting Guide - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 115
, type n. Text Mode Pages Test The Text Mode Pages Test checks the video subsystem's ability to map and present all available video pages on the monitor screen, one page at a time. The test displays eight successive screens, the first of which contains 21 lines of 77 zeros. The remaining seven - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 116
your system does not support the video mode being tested. 320 x 200 Graphics Mode Screens The Graphics Mode Test displays two successive 320- x 200-pixel graphics mode screens: The first screen displays three pyramids in red, green, and yellow. The second screen displays three pyramids in magenta - Dell OptiPlex N | 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 N | Diagnostics and Troubleshooting Guide (.pdf) - Page 118
chess pieces. Type y if all the chess pieces 640 x 480 Graphics - Monochrome are identical 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 N | Diagnostics and Troubleshooting Guide (.pdf) - Page 119
beneath each X. Type y if all the 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 - Dell OptiPlex N | 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 N | Diagnostics and Troubleshooting Guide (.pdf) - Page 121
-Color Graphics Mode Screen The 320- x 200-pixel 256-color graphics mode screen displays a series of squares in video subsystem's ability to display all available colors. The test displays two screens that allow you to check the quality of different shades of the basic colors and to test the monitor - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 122
Colors Test checks whether the video subsystem is displaying the correct colors. This test also lets you check for missing pixels. When this test is running, four screens appear sequentially-a red screen, a green screen, a blue screen, and a white screen. Check each screen for missing pixels, and - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 123
Device Interface artificial intelligence American National Standards Institute American Standard Code for Information Interchange application-specific integrated circuit Beginner's All-Purpose Symbolic Instruction Code bulletin board service basic input/output system bits per inch bits per second - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 124
Development Association kilo- (1024) kilobyte(s) kilobyte(s) per second kilobit(s) kilobit(s) per second kilogram(s) kilohertz local area network pound(s) liquid crystal display light-emitting diode low insertion force load number Lotus/Intel/Microsoft 2 Diagnostics and Troubleshooting Guide - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 125
(s) milliampere(s) milliampere-hour(s) megabyte(s) master boot record monochrome display adapter monochrome graphics adapter megahertz millimeter(s) millisecond(s) Microsoft Disk Operating System mean time between failures millivolt(s) network interface controller nickel cadmium nickel-metal hydride - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 126
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 Deutscher Elektrotechniker Video Electronics Standards Association video graphics array very-large-scale - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 127
, 4-1 list of tests, 4-9 starting, 4-2 video tests, A-1 video tests, about, A-1 Dell Q&A, 7-3 device drivers, 3-3 diagnosing problems, 7-1 Diagnostics Checklist, 7-7 diagnostics diskette, 4-1 Diskette Drives Test Group, 4-16 diskette/tape drive subsystem troubleshooting, about, 6-9 troubleshooting - Dell OptiPlex N | 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 N | 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 N | Diagnostics and Troubleshooting Guide (.pdf) - Page 130
Troubleshooting Guide software (continued) problems, 3-1 program conflicts, 3-3 spreadsheet or mathematical program running slowly, 4-14 system start-up files, 3-1 using, 3-2 Solid Colors Test, A-16 Subtest Main menu category, 4-5 support technical, 7-1 syntax errors, 4-16 system beep codes list - Dell OptiPlex N | Diagnostics and Troubleshooting Guide (.pdf) - Page 131
I/O ports, 5-2 keyboard, 5-2 monitor, 5-1 parallel printer, 5-4 SCSI hard-disk drives, 6-15, 6-17 serial I/O devices, 5-4 single diskette-drive system, 6-9 software errors, 3-1 system board, 6-8 system memory, 6-5 tape drives, 6-9, 6-11, 6-12 video subsystem, 6-6 visual signs of problems, 1-3 wet
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