Dell Latitude D530: Troubleshooting

12

Troubleshooting

Dell Technical Update Service

The Dell Technical Update service provides proactive e-mail notification of

software and hardware updates for your computer. The service is free and can

be customized for content, format, and how frequently you receive

notifications.

To enroll for the Dell Technical Update service, go to

support.dell.com/technicalupdate.

Dell Diagnostics

CAUTION: Before you begin any of the procedures in this section, follow the

safety instructions in the

Product Information Guide

.

When to Use the Dell Diagnostics

If you experience a problem with your computer, perform the checks in

"Lockups and Software Problems" on page 113 and run the Dell Diagnostics

before you contact Dell for technical assistance.

It is recommended that you print these procedures before you begin.

NOTICE: The Dell Diagnostics works only on Dell™ computers.

NOTE: The Drivers and Utilities media is optional and may not ship with your

computer.

Start the Dell Diagnostics from either your hard drive or from the optional

Drivers and Utilities media.

Starting the Dell Diagnostics From Your Hard Drive

The Dell Diagnostics is located on a hidden diagnostic utility partition on

your hard drive.

NOTE: If your computer cannot display a screen image, contact Dell (see

"Contacting Dell" on page 149).

Troubleshooting 103

1

Shut down the computer.

2

If the computer is connected to a docking device (docked), undock it. See

the documentation that came with your docking device for instructions.

3

Connect the computer to an electrical outlet.

4

The Dell Diagnostics can be invoked in one of two ways:

• Turn on the computer. When the DELL™ logo appears, press <F12>

immediately. Select

Diagnostics

from the boot menu and press

<Enter>.

NOTE: If you wait too long and the operating system logo appears, continue to

®

®

wait until you see the Microsoft

Windows

desktop. Then shut down your

computer and try again.

• Press and hold the <Fn> key while powering the computer on.

NOTE: If you see a message stating that no diagnostics utility partition has

been found, run the Dell Diagnostics from the optional Drivers and Utilities CD.

The computer runs the Pre-boot System Assessment, a series of initial

tests of your system board, keyboard, hard drive, and display.

• During the assessment, answer any questions that appear.

• If a failure is detected, the computer stops and beeps. To stop the

assessment and restart the computer, press <Esc>; to continue to the

next test, press <y>; to retest the component that failed, press <r>.

• If failures are detected during the Pre-boot System Assessment, write

down the error code(s) and contact Dell (see "Contacting Dell" on

page 149)

.

If the Pre-boot System Assessment completes successfully, you receive the

message

Booting Dell Diagnostic Utility Partition.

Press any key to continue

.

5

Press any key to start the Dell Diagnostics from the diagnostics utility

partition on your hard drive.

Starting the Dell Diagnostics From the Optional Drivers and Utilities

Media

1

Insert the

Drivers and Utilities

media.

2

Shut down and restart the computer.

104 Troubleshooting

When the DELL logo appears, press <F12> immediately.

If you wait too long and the Windows logo appears, continue to wait until

you see the Windows desktop. Then shut down your computer and try

again.

NOTE: The next steps change the boot sequence for one time only. On the

next start-up, the computer boots according to the devices specified in the

system setup program.

3

When the boot device list appears, highlight

CD/DVD/CD-RW Drive

and press <Enter>.

4

Select the

Boot from CD-ROM

option from the menu that appears and

press <Enter>.

5

Ty p e

1

to start the menu and press <Enter> to proceed.

6

Select

Run the 32 Bit Dell Diagnostics

from the numbered list. If

multiple versions are listed, select the version appropriate for your

computer.

7

When the Dell Diagnostics

Main Menu

appears, select the test that you

want to run.

Dell Diagnostics Main Menu

1

After the Dell Diagnostics loads and the

Main

Menu

screen appears, click

the button for the option you want.

Option Function

Express Test Performs a quick test of devices. The test typically takes

10 to 20 minutes and requires no interaction on your

part. Run Express Test first to increase the possibility of

tracing the problem quickly.

Extended Test Performs a thorough check of devices. The test typically

takes 1 hour or more and requires you to answer

questions periodically

Custom Test Tests a specific device. You can customize the tests you

want to run.

Troubleshooting 105

2

Select the program you want to remove.

3

Click

Uninstall

.

4

See the program documentation for installation instructions.

Windows Vista:

1

Click

Start

→

Control Panel

→

Programs

→

Programs and Features

.

2

Select the program you want to remove.

3

Click

Uninstall

.

4

See the program documentation for installation instructions.

drive letter

:\ IS NOT ACCESSIBLE. THE DEVICE IS NOT READY — The drive

cannot read the disk. Insert a disk into the drive and try again.

I

NSERT BOOTABLE MEDIA — Insert a bootable floppy disk, CD, or DVD.

N

ON-SYSTEM DISK ERROR — Remove the floppy disk from the floppy drive and

restart your computer.

N

OT ENOUGH MEMORY OR RESOURCES. CLOSE SOME PROGRAMS AND TRY

AGAIN — Close all windows and open the program that you want to use. In some

cases, you may have to restart your computer to restore computer resources. If so, run

the program that you want to use first.

O

PERATING SYSTEM NOT FOUND — Contact Dell (see "Contacting Dell" on

page 149).

IEEE 1394 Device Problems

CAUTION: Before you begin any of the procedures in this section, follow the

safety instructions in the

Product Information Guide

.

NOTE: Your computer supports only IEEE 1394a standard.

E

NSURE THAT THE CABLE FOR THE IEEE 1394 DEVICE IS PROPERLY INSERTED INTO

THE DEVICE AND INTO THE CONNECTOR ON THE COMPUTER

ENSURE THAT THE IEEE 1394 DEVICE IS ENABLED IN SYSTEM SETUP — See

"System Setup Screens" on page 124.

E

NSURE THAT THE IEEE 1394 DEVICE IS RECOGNIZED BY WINDOWS —

Windows XP:

1

Click

Start and click

Control Panel

.

2

Under

Pick a Category

, click

Performance and Maintenance

→

System

→

System

Properties

→

Hardware

→

Device Manager

.

Windows Vista:

1

Click

Start

→

Control Panel

→

Hardware and Sound

.

112 Troubleshooting

2

Click

Device Manager.

If your IEEE 1394 device is listed, Windows recognizes the device.

I

F YOU HAVE PROBLEMS WITH A DELL IEEE 1394 DEVICE — Contact Dell (see

"Contacting Dell" on page 149).

I

F YOU HAVE PROBLEMS WITH AN IEEE 1394 DEVICE NOT PROVIDED BY DELL —

Contact the IEEE 1394 device manufacturer.

Lockups and Software Problems

CAUTION: Before you begin any of the procedures in this section, follow the

safety instructions in the

Product Information Guide

.

The computer does not start up

ENSURE THAT THE POWER CABLE IS FIRMLY CONNECTED TO THE COMPUTER AND TO

THE ELECTRICAL OUTLET

The computer stops responding

NOTICE: You may lose data if you are unable to perform an operating system

shutdown.

T

URN THE COMPUTER OFF — If you are unable to get a response by pressing a key on

your keyboard or moving your mouse, press and hold the power button for at least 8 to

10 seconds (until the computer turns off), and then restart your computer.

A program stops responding

END THE PROGRAM —

1

Press <Ctrl><Shift><Esc> simultaneously to access the Task Manager.

2

Click the

Applications

tab.

3

Click to select the program that is no longer responding.

4

Click

End Task

.

A program crashes repeatedly

NOTE: Most software includes installation instructions in its documentation or on a

floppy disk, CD, or DVD.

C

HECK THE SOFTWARE DOCUMENTATION — f necessary, uninstall and then reinstall

the program.

Troubleshooting 113

A program is designed for an earlier Windows operating system

RUN THE PROGRAM COMPATIBILITY WIZARD —

Windows XP:

The Program Compatibility Wizard configures a program so that it runs in an

environment similar to non-XP operating system environments.

1

Click

Start

→

All Programs

→

Accessories

→

Program Compatibility Wizard

→

Next

.

2

Follow the instructions on the screen.

Windows Vista:

The Program Compatibility Wizard configures a program so that it runs in an

environment similar to non-Windows Vista operating system environments.

1

Click

Start

→

Control Panel

→

Programs

→

Use an older program with this

version of Windows.

2

In the welcome screen, click

Next

.

3

Follow the instructions on the screen.

A solid blue screen appears

TURN THE COMPUTER OFF — If you are unable to get a response by pressing a key on

your keyboard or moving your mouse, press and hold the power button for at least 8 to

10 seconds (until the computer turns off), and then restart your computer.

Other software problems

CHECK THE SOFTWARE DOCUMENTATION OR CONTACT THE SOFTWARE

MANUFACTURER FOR TROUBLESHOOTING INFORMATION —

• Ensure that the program is compatible with the operating system installed on your

computer.

• Ensure that your computer meets the minimum hardware requirements needed to

run the software. See the software documentation for information.

• Ensure that the program is installed and configured properly.

• Verify that the device drivers do not conflict with the program.

• If necessary, uninstall and then reinstall the program.

BACK UP YOUR FILES IMMEDIATELY

USE A VIRUS-SCANNING PROGRAM TO CHECK THE HARD DRIVE, FLOPPY DISKS,

CD

S , OR DVDS

SAVE AND CLOSE ANY OPEN FILES OR PROGRAMS AND SHUT DOWN YOUR

114 Troubleshooting

COMPUTER THROUGH THE START MENU

Memory Problems

CAUTION: Before you begin any of the procedures in this section, follow the

safety instructions in the

Product Information Guide

.

I

F YOU RECEIVE AN INSUFFICIENT MEMORY MESSAGE —

• Save and close any open files and exit any open programs you are not using to see if

that resolves the problem.

• See the software documentation for minimum memory requirements. If necessary,

install additional memory (see the

Service Manual

for your system on

support.dell.com

).

• Reseat the memory modules to ensure that your computer is successfully

communicating with the memory (see the

Service Manual

for your system on

support.dell.com

).

• Run the Dell Diagnostics (see "Dell Diagnostics" on page 103).

IF YOU EXPERIENCE OTHER MEMORY PROBLEMS —

• Reseat the memory modules to ensure that your computer is successfully

communicating with the memory (see the

Service Manual

for your system on

support.dell.com

).

• Ensure that you are following the memory installation guidelines (see the

Service

Manual

for your system on

support.dell.com

).

• Ensure that the memory you are using is supported by your computer. For more

information about the type of memory supported by your computer, see "Memory" on

page 152.

• Run the Dell Diagnostics (see "Dell Diagnostics" on page 103).

Network Problems

CAUTION: Before you begin any of the procedures in this section, follow the

safety instructions in the

Product Information Guide

.

C

HECK THE NETWORK CABLE CONNECTOR — Ensure that the network cable is firmly

inserted into the network connector on the back of the computer and the network

jack.

C

HECK THE NETWORK LIGHTS ON THE BACK OF THE COMPUTER — If the link

integrity light is off, no network communication is occurring. Replace the network

cable.

Troubleshooting 115

RESTART THE COMPUTER AND LOG ON TO THE NETWORK AGAIN

CHECK YOUR NETWORK SETTINGS — Contact your network administrator or the

person who set up your network to verify that your network settings are correct and

that the network is functioning.

R

UN THE HARDWARE TROUBLESHOOTER — See "Troubleshooting Software and

®

®

®

Hardware Problems in the Microsoft

Windows

XP and Microsoft Windows Vista

Operating Systems" on page 131.

Power Problems

CAUTION: Before you begin any of the procedures in this section, follow the

safety instructions in the

Product Information Guide

.

C

HECK THE POWER LIGHT — When the power light is lit or blinking, the computer

has power. If the power light is blinking, the computer is in standby mode—press the

power button to exit standby mode. If the light is off, press the power button to turn

on the computer.

I

F THE POWER LIGHT IS BLINKING GREEN — The computer is in standby mode.

Press a key on the keyboard, move the mouse, or press the power button to resume

normal operation.

I

F THE POWER LIGHT IS OFF — The computer is either turned off or is not receiving

power.

• Reseat the power cable in the power connector on the back of the computer and the

electrical outlet.

• Bypass power strips, power extension cables, and other power protection devices to

verify that the computer turns on properly.

• Ensure that any power strips being used are plugged into an electrical outlet and are

turned on.

• Ensure that the electrical outlet is working by testing it with another device, such as a

lamp.

IF THE POWER LIGHT IS BLINKING AMBER — The computer is receiving electrical

power, but an internal power problem may exist.

• Ensure that the voltage selection switch is set to match the AC power at your location

(if applicable).

IF THE POWER LIGHT IS STEADY AMBER — A device may be malfunctioning or

incorrectly installed.

• Remove and then reinstall all memory modules (see the

Service Manual

for your

system on

support.dell.com

).

116 Troubleshooting

• Remove and then reinstall any expansion cards, including graphics cards (see the

Service Manual

for your system on

support.dell.com

).

ELIMINATE INTERFERENCE — Some possible causes of interference are:

• Power, keyboard, and mouse extension cables

• Too many devices connected to the same power strip

• Multiple power strips connected to the same electrical outlet

Printer Problems

CAUTION: Before you begin any of the procedures in this section, follow the

safety instructions in the

Product Information Guide

.

NOTE: If you need technical assistance for your printer, contact the printer’s

manufacturer.

C

HECK THE PRINTER DOCUMENTATION — See the printer documentation for setup

and troubleshooting information.

E

NSURE THAT THE PRINTER IS TURNED ON

CHECK THE PRINTER CABLE CONNECTIONS —

• See the printer documentation for cable connection information.

• Ensure that the printer cables are securely connected to the printer and the computer.

TEST THE ELECTRICAL OUTLET — Ensure that the electrical outlet is working by

testing it with another device, such as a lamp.

V

ERIFY THAT THE PRINTER IS RECOGNIZED BY WINDOWS —

Windows XP:

1

Click

Start

→

Control Panel

→

Printers and Other Hardware

→

View installed

printers or fax printers

.

2

If the printer is listed, right-click the printer icon.

3

Click

Properties

→

Ports

. For a parallel printer, ensure that the

Print to the following

port(s):

setting is

LPT1 (Printer Port)

. For a USB printer, ensure that the

Print to the

following port(s):

setting is

USB

.

Windows Vista:

1

Click

Start

→

Control Panel

→

Hardware and Sound

→

Printer

.

2

If the printer is listed, right-click the printer icon.

3

Click

Properties and click Ports

.

4

Adjust the settings, as needed.

REINSTALL THE PRINTER DRIVER — See the printer documentation for information

Troubleshooting 117

on reinstalling the printer driver.

Scanner Problems

CAUTION: Before you begin any of the procedures in this section, follow the

safety instructions in the

Product Information Guide

.

NOTE: If you need technical assistance for your scanner, contact the scanner’s

manufacturer.

C

HECK THE SCANNER DOCUMENTATION — See the scanner documentation for setup

and troubleshooting information.

U

NLOCK THE SCANNER — Ensure that your scanner is unlocked (if the scanner has a

locking tab or button).

R

ESTART THE COMPUTER AND TRY THE SCANNER AGAIN

CHECK THE CABLE CONNECTIONS —

• See the scanner documentation for information on cable connections.

• Ensure that the scanner cables are securely connected to the scanner and the

computer.

VERIFY THAT THE SCANNER IS RECOGNIZED BY MICROSOFT WINDOWS —

Windows XP:

1

Click

Start

→

Control Panel

→

Printers and Other Hardware

→

Scanners and

Cameras

.

2

If your scanner is listed, Windows recognizes the scanner.

Windows Vista:

1

Click

Start

→

Control Panel

→

Hardware and Sound

→

Scanners and Cameras

.

2

If the scanner is listed, Windows recognizes the scanner.

REINSTALL THE SCANNER DRIVER — See the scanner documentation for

instructions.

Sound and Speaker Problems

CAUTION: Before you begin any of the procedures in this section, follow the

safety instructions in the

Product Information Guide

.

No sound from speakers

NOTE: The volume control in MP3 and other media players may override the

Windows volume setting. Always check to ensure that the volume on the media

player(s) has not been turned down or off.

118 Troubleshooting

ADJUST THE WINDOWS VOLUME CONTROL — Click or double-click the speaker icon

in the lower-right corner of your screen. Ensure that the volume is turned up and that

the sound is not muted.

D

ISCONNECT HEADPHONES FROM THE HEADPHONE CONNECTOR — Sound from the

speakers is automatically disabled when headphones are connected to the computer’s

front-panel headphone connector.

T

EST THE ELECTRICAL OUTLET — Ensure that the electrical outlet is working by

testing it with another device, such as a lamp.

E

LIMINATE POSSIBLE INTERFERENCE — Turn off nearby fans, fluorescent lights, or

halogen lamps to check for interference.

R

UN THE SPEAKER DIAGNOSTICS

REINSTALL THE SOUND DRIVER — See "Drivers" on page 127.

No sound from headphones

CHECK THE HEADPHONE CABLE CONNECTION — Ensure that the headphone cable is

securely inserted into the headphone connector (see "Left Side View" on page 25).

A

DJUST THE WINDOWS VOLUME CONTROL — Click or double-click the speaker icon

in the lower-right corner of your screen. Ensure that the volume is turned up and that

the sound is not muted.

Touch Pad or Mouse Problems

CHECK THE TOUCH PAD SETTINGS —

1

Click

Start

→

Control Panel

→

Printers and Other Hardware

→

Mouse

.

2

Try adjusting the settings.

CHECK THE MOUSE CABLE — Shut down the computer. Disconnect the mouse cable,

check it for damage, and firmly reconnect the cable.

If you are using a mouse extension cable, disconnect it and connect the

mouse directly to the computer.

TO VERIFY THAT THE PROBLEM IS WITH THE MOUSE, CHECK THE TOUCH PAD —

1

Shut down the computer.

2

Disconnect the mouse.

3

Turn on the computer.

4

At the Windows

desktop, use the touch pad to move the cursor around,

select an icon, and open it.

Troubleshooting 119

If the touch pad operates correctly, the mouse may be defective.

CHECK THE SYSTEM SETUP PROGRAM SETTINGS — Verify that the system setup

program lists the correct device for the pointing device option. (The computer

automatically recognizes a USB mouse without making any setting adjustments.) For

more information on using the system setup program, see "System Setup Program" on

page 123.

T

EST THE MOUSE CONTROLLER — To test the mouse controller (which affects

pointer movement) and the operation of the touch pad or mouse buttons, run the

Mouse test in the Pointing Devices test group in the Dell Diagnostics (see "Dell

Diagnostics" on page 103).

R

EINSTALL THE TOUCH PAD DRIVER — See "Reinstalling Drivers and Utilities" on

page 128.

Video and Display Problems

CAUTION: Before you begin any of the procedures in this section, follow the

safety instructions in the

Product Information Guide

.

The display is blank

NOTE: For troubleshooting procedures, see the monitor’s documentation.

If the display is blank

NOTE: If you are using a program that requires a higher resolution than your

computer supports, it is recommended that you attach an external monitor to your

computer.

C

HECK THE BATTERY — If you are using a battery to power your computer, the

battery charge may be depleted. Connect the computer to an electrical outlet using

the AC adapter, and turn on the computer.

T

EST THE ELECTRICAL OUTLET — Ensure that the electrical outlet is working by

testing it with another device, such as a lamp.

C

HECK THE AC ADAPTER — Check the AC adapter cable connections. If the AC

adapter has a light, ensure that the light is on.

C

ONNECT THE COMPUTER DIRECTLY TO AN ELECTRICAL OUTLET — Bypass power

protection devices, power strips, and the extension cable to verify that the computer

turns on.

A

DJUST THE POWER PROPERTIES — Search for the keyword

standby

in Windows

Help and Support (see "Windows Help and Support" on page 18).

120 Troubleshooting

SWITCH THE VIDEO IMAGE — If your computer is attached to an external monitor,

press <Fn><F8> to switch the video image to the display.

If the display is difficult to read

ADJUST THE BRIGHTNESS — Press <Fn> and the up- or down-arrow key.

M

OVE THE EXTERNAL SUBWOOFER AWAY FROM THE COMPUTER OR MONITOR — If

your external speaker system includes a subwoofer, ensure that the subwoofer is at

least 60 cm (2 ft) away from the computer or external monitor.

E

LIMINATE POSSIBLE INTERFERENCE — Turn off nearby fans, fluorescent lights,

halogen lamps, or other appliances.

R

OTATE THE COMPUTER TO FACE A DIFFERENT DIRECTION — Eliminate sunlight

glare, which can cause poor picture quality.

A

DJUST THE WINDOWS DISPLAY SETTINGS —

1

Click

Start

→

Control Panel

→

Appearance and Themes

.

2

Click the area you want to change or click the

Display

icon.

3

Try different settings for

Color quality

and

Screen resolution

.

RUN THE VIDEO DIAGNOSTICS TESTS — If no error message appears and you still

have a display problem, but the display is not completely blank, run the Video device

group in the Dell Diagnostics (see "Dell Diagnostics" on page 103). If the problem

persists, contact Dell (see "Contacting Dell" on page 149).

S

EE "ERROR MESSAGES"—If an error message appears, see "Error Messages" on

page 111.

If only part of the display is readable

CONNECT AN EXTERNAL MONITOR —

1

Shut down your computer and connect an external monitor to the computer.

2

Turn on the computer and the monitor and adjust the monitor brightness and

contrast controls.

If the external monitor works, the computer display or video controller may be

defective.

Contact Dell (see

"Contacting Dell" on page 149

).

Troubleshooting 121