Dell OptiPlex GXa Service Manual - Page 55

Basic Troubleshooting, Initial User Contact

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Chapter 2 Basic Troubleshooting This chapter provides basic troubleshooting procedures applicable to all systems of the Dell OptiPlex GXa and OptiPlex NX families. A brief explanation of how to load and start diagnostics is also provided at the end of the chapter. Dell recommends that you perform the following procedures in the order they are presented in this manual. Chapter 3, "Beep Codes and Error Messages," also contains information to assist you in diagnosing computer failures that occur during the POST. Initial User Contact When you first contact a user who has a problem, ask the user to describe the problem and the conditions under which it occurs. In particular, was the user installing new hardware or software when the failure occurred? A verbal description can often indicate the cause of a problem or indicate the appropriate troubleshooting procedure to use. After the user describes the problem, follow these steps: 1. Ask the user to back up any data on the hard-disk drive if the system's condition permits. See "Maintaining the System" in the online System User's Guide for information about backing up data. 2. Ask the user to try to duplicate the problem by repeating the operations he or she was performing at the time the problem occurred. Can the user duplicate the problem? Yes. Proceed to step 3. No. Proceed to the next section, "External Visual Inspection." 3. Observe the user to determine if he or she is making an error, such as typing an incorrect key combination or entering a command incorrectly. Is the problem a result of user error? Yes. Instruct the user in the proper procedure, or direct him or her to the appropriate user documentation for the correct procedure. No. Proceed to the next section, "External Visual Inspection." Basic Troubleshooting 2-1

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Basic Troubleshooting
2-1
Chapter 2
Basic Troubleshooting
T
his chapter provides basic troubleshooting procedures applicable to all
systems of the Dell OptiPlex GXa and OptiPlex NX families. A brief explana-
tion of how to load and start diagnostics is also provided at the end of the
chapter. Dell recommends that you perform the following procedures in the
order they are presented in this manual. Chapter 3, “Beep Codes and Error Mes-
sages,” also contains information to assist you in diagnosing computer failures
that occur during the POST.
I
nitial User Contact
When you first contact a user who has a problem, ask the user to describe the
problem and the conditions under which it occurs. In particular, was the user
installing new hardware or software when the failure occurred? A verbal
description can often indicate the cause of a problem or indicate the appropriate
troubleshooting procedure to use. After the user describes the problem, follow
these steps:
1.
Ask the user to back up any data on the hard-disk drive if the system’s
condition permits.
See “Maintaining the System” in the online
System User’s Guide
for infor-
mation about backing up data.
2.
Ask the user to try to duplicate the problem by repeating the operations
he or she was performing at the time the problem occurred.
Can the user duplicate the problem?
Yes
.
Proceed to step 3.
No
.
Proceed to the next section, “External Visual Inspection.”
3.
Observe the user to determine if he or she is making an error, such as
typing an incorrect key combination or entering a command
incorrectly.
Is the problem a result of user error?
Yes
.
Instruct the user in the proper procedure, or direct him or her to the
appropriate user documentation for the correct procedure.
No
.
Proceed to the next section, “External Visual Inspection.”