Dell Insp 640 M Manual

							Troubleshooting81
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 93 and run the Dell Diagnostics before you contact Dell for technical assistance.
 NOTICE: The Dell Diagnostics works only on Dell computers.
 
NOTE: The Drivers and Utilities CD is optional and may not ship with your computer.
Start the Dell Diagnostics from either your hard drive or from the Drivers and Utilities CD (also 
known as the ResourceCD).
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 135.
1Shut down the computer. 
2Connect the computer to an electrical outlet. 
						

							82Troubleshooting
3Diagnostics can be invoked one of two ways:
aTurn on the computer. When the DELL™ logo appears, press  immediately. Select 
Diagnostics from the boot menu and press .
 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.
b
Press and hold the  key while powering the system on.
 NOTE: If you see a message stating that no diagnostics utility partition has been found, run the Dell 
Diagnostics from the 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 ; to continue to the next test, press ; to retest the component that 
failed, press . 
 If failures are detected during the Pre-boot System Assessment, write down the error code(s) and 
contact Dell.
If the Pre-boot System Assessment completes successfully, you receive the message 
Booting Dell 
Diagnostic Utility Partition. Press any key to continue
.
4Press any key to start the Dell Diagnostics from the diagnostics utility partition on your hard drive.
Starting the Dell Diagnostics From the Drivers and Utilities CD
1Insert the Drivers and Utilities CD.
2Shut down and restart the computer.
When the DELL logo appears, press  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.
3When the boot device list appears, highlight CD/DVD/CD-RW Drive and press .
4Select the Boot from CD-ROM option from the menu that appears and press .
5Ty p e  1 to start the ResourceCD menu and press  to proceed.
6Select Run the 32 Bit Dell Diagnostics from the numbered list. If multiple versions are listed, select 
the version appropriate for your computer.
7When the Dell Diagnostics Main Menu appears, select the test you want to run. 
						

							Troubleshooting83
Dell Diagnostics Main Menu
1After the Dell Diagnostics loads and the Main Menu screen appears, click the button for the option 
you want.
2If a problem is encountered during a test, a message appears with an error code and a description of the 
problem. Write down the error code and problem description and follow the instructions on the 
screen.
If you cannot resolve the error condition, contact Dell.
 NOTE: The Service Tag for your computer is located at the top of each test screen. If you contact Dell, 
technical support will ask for your Service Tag.
3If you run a test from the Custom Test or Symptom Tree option, click the applicable tab described in 
the following table for more information.
Option Function
Express Test Performs a quick test of devices. This 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. This 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.
Symptom Tree Lists the most common symptoms encountered and 
allows you to select a test based on the symptom of the 
problem you are having.
Tab Function
Results Displays the results of the test and any error conditions 
encountered.
Errors Displays error conditions encountered, error codes, and 
the problem description.
Help Describes the test and may indicate requirements for 
running the test. 
						

							84Troubleshooting
4When the tests are completed, if you are running the Dell Diagnostics from the Drivers and Utilities 
CD, remove the CD.
5When the tests are completed, close the test screen to return to the Main Menu screen. To exit the 
Dell Diagnostics and restart the computer, close the 
Main Menu screen. 
Dell Support Utility
The Dell Support Utility is installed on your computer and available from the Dell Support icon on the 
taskbar or from the Start button. Use this support utility for self-support information, software updates, 
and health scans of your computing environment.
Accessing the Dell Support Utility
Access the Dell Support Utility from the Dell Support icon on the taskbar or from the Start menu.
If the Dell Support icon does not appear in your taskbar:
1
Click the Start button and point to All Programs.
2Click Dell Support and point to Dell Support Settings.
3Ensure that the Show icon on the taskbar option is checked. 
 NOTE: If the Dell Support Utility is not available from the Start menu, go to support.dell.com and download 
the software. 
The Dell Support Utility is customized for your computing environment.
The Dell Support icon in the taskbar functions differently when you click, double-click, or right-click the 
icon.
Configuration Displays your hardware configuration for the selected 
device.
The Dell Diagnostics obtains configuration information 
for all devices from the system setup program, memory, 
and various internal tests, and it displays the information 
in the device list in the left pane of the screen. The 
device list may not display the names of all the 
components installed on your computer or all devices 
attached to your computer.
Parameters Allows you to customize the test by changing the test 
settings. Tab Function 
						

							Troubleshooting85
Clicking the Dell Support Icon
Click or right-click the  icon to perform the following tasks:
 Check your computing environment 
 View the Dell Support Utility settings
 Access the help file for the Dell Support Utility
 View frequently asked questions
 Learn more about the Dell Support Utility
 Turn the Dell Support Utility off
Double-Clicking the Dell Support Icon
Double-click the   icon to manually check your computing environment, view frequently asked 
questions, access the help file for the Dell Support Utility, and view Dell Support settings.
For more information about the Dell Support Utility, click the question mark (?) at the top of the Dell 
Support screen.
Drive Problems
 CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product 
Information Guide.
E
NSURE THAT MICROSOFT® WINDOWS® RECOGNIZES THE DRIVE—Click the Start button and click My 
Computer. If the floppy, CD, or DVD drive, is not listed, perform a full scan with your antivirus software 
to check for and remove viruses. Viruses can sometimes prevent Windows from recognizing the drive.
TEST THE DRIVE—
 Insert another floppy disk, CD, or DVD to eliminate the possibility that the original one is defective.
 Insert a bootable floppy disk and restart the computer.
CLEAN THE DRIVE OR DISK—See Cleaning Your Computer on page 167.
ENSURE THAT THE CD IS SNAPPED ONTO THE SPINDLE
CHECK THE CABLE CONNECTIONS
CHECK FOR HARDWARE INCOMPATIBILITIES—(See Resolving Software and Hardware Incompatibilities 
on page 103.
RUN THE DELL DIAGNOSTICS—See Dell Diagnostics on page 81.
CD and DVD drive problems
 NOTE: High-speed CD or DVD drive vibration is normal and may cause noise, which does not indicate a defect in 
the drive or the CD or DVD.
 
NOTE: Because of different regions worldwide and different disc formats, not all DVD titles work in all DVD drives. 
						

							86Troubleshooting
Problems writing to a CD/DVD-RW drive
CLOSE OTHER PROGRAMS—The CD/DVD-RW drive must receive a steady stream of data when writing. 
If the stream is interrupted, an error occurs. Try closing all programs before you write to the 
CD/DVD-RW.
TURN OFF STANDBY MODE IN WINDOWS BEFORE WRITING TO A CD/DVD-RW DISC—See Power 
Management Modes on page 39 for information on standby mode.
CHANGE THE WRITE SPEED TO A SLOWER RATE—See the help files for your CD or DVD creation software.
If you cannot eject the CD, CD-RW, DVD, or DVD+RW drive tray
1Ensure that the computer is shut down.
2Straighten a paper clip and insert one end into the eject hole at the front of the drive; push firmly until 
the tray is partially ejected.
3Gently pull out the tray until it stops.
If you hear an unfamiliar scraping or grinding sound
 Ensure that the sound is not caused by the program that is running.
 Ensure that the disk or disc is inserted properly.
Hard drive problems
ALLOW THE COMPUTER TO COOL BEFORE TURNING IT ON—A hot hard drive may prevent the operating 
system from starting. Try allowing the computer to return to room temperature before turning it on.
RUN CHECK DISK—
1Click the Start button and click My Computer. 
2Right-click Local Disk C:.
3Click Properties.
4Click the To o l s tab.
5Under Error-checking, click Check Now.
6Click Scan for and attempt recovery of bad sectors.
7Click Start.
E-Mail, Modem, and Internet Problems 
 CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product 
Information Guide.
 
NOTE: Connect the modem to an analog telephone jack only. The modem does not operate while it is connected to 
a digital telephone network. 
						

							Troubleshooting87
CHECK THE MICROSOFT OUTLOOK® EXPRESS SECURITY SETTINGS—If you cannot open your e-mail 
attachments:
1
In Outlook Express, click Tools, click Options, and then click Security.
2Click Do not allow attachments to remove the checkmark.
CHECK THE TELEPHONE LINE CONNECTION
CHECK THE TELEPHONE JACK
CONNECT THE MODEM DIRECTLY TO THE TELEPHONE WALL JACK
USE A DIFFERENT TELEPHONE LINE
 Verify that the telephone line is connected to the jack on the modem. (The jack has either a green label 
or a connector-shaped icon next to it.) 
 Ensure that you hear a click when you insert the telephone line connector into the modem. 
 Disconnect the telephone line from the modem and connect it to a telephone. Listen for a dial tone. 
 If you have other telephone devices sharing the line, such as an answering machine, fax machine, surge 
protector, or line splitter, then bypass them and connect the modem directly to the telephone wall jack. 
If you are using a line that is 3 m (10 ft) or more in length, try a shorter one.
RUN THE MODEM HELPER DIAGNOSTICS—Click the Start button, point to All Programs and then click 
Modem Helper. Follow the instructions on the screen to identify and resolve modem problems. (Modem 
Helper is not available on certain computers.)
VERIFY THAT THE MODEM IS COMMUNICATING WITH WINDOWS—
1Click the Start button and click Control Panel.
2Click Printers and Other Hardware.
3Click Phone and Modem Options.
4Click the Modems tab.
5Click the COM port for your modem.
6Click Properties, click the Diagnostics tab, and then click Query Modem to verify that the modem is 
communicating with Windows.
If all commands receive responses, the modem is operating properly.
ENSURE THAT YOU ARE CONNECTED TO THE INTERNET—Ensure that you have subscribed to an Internet 
provider. With the Outlook Express e-mail program open, click File. If Work Offline has a checkmark 
next to it, click the checkmark to remove it and connect to the Internet. For help, contact your Internet 
service provider.
SCAN THE COMPUTER FOR SPYWARE—If you are experiencing slow computer performance, you frequently 
receive pop-up advertisements, or you are having problems connecting to the Internet, your computer 
might be infected with spyware. Use an anti-virus program that includes anti-spyware protection (your 
program may require an upgrade) to scan the computer and remove spyware. For more information, go to 
support.dell.com and search for the keyword spyware. 
						

							88Troubleshooting
Error Messages
 CAUTION: Before you begin any of the procedures in this section, follow the safety instructions in the Product 
Information Guide.
If the message is not listed, see the documentation for the operating system or the program that was 
running when the message appeared.
AUXILIARY DEVICE FAILURE—The touch pad, track stick, or external mouse may be faulty. For an external 
mouse, check the cable connection. Enable the Pointing Device option in the system setup program. If 
the problem persists, contact Dell. See Contacting Dell on page 135.
BAD COMMAND OR FILE NAME—Ensure that you have spelled the command correctly, put spaces in the 
proper place, and used the correct pathname.
CACHE DISABLED DUE TO FAILURE—The primary cache internal to the microprocessor has failed. Contact 
Dell. See Contacting Dell on page 135.
CD DRIVE CONTROLLER FAILURE—The CD drive does not respond to commands from the computer. See 
Drive Problems on page 85.
DATA ERROR—The hard drive cannot read the data. See Drive Problems on page 85.
DECREASING AVAILABLE MEMORY—One or more memory modules may be faulty or improperly seated. 
Reinstall the memory modules and, if necessary, replace them. See Optical Drives on page 114.
DISK C: FAILED INITIALIZATION—The hard drive failed initialization. Run the hard drive tests in the Dell 
Diagnostics. See Dell Diagnostics on page 81. 
DRIVE NOT READY—The operation requires a hard drive in the bay before it can continue. Install a hard 
drive in the hard drive bay. See Hard Drive on page 111. 
ERROR READING PCMCIA CARD—The computer cannot identify the ExpressCard. Reinsert the card or 
try another card. See Using ExpressCards on page 65. 
EXTENDED MEMORY SIZE HAS CHANGED—The amount of memory recorded in NVRAM does not match 
the memory installed in the computer. Restart the computer. If the error appears again, contact Dell. See 
Contacting Dell on page 135. 
THE FILE BEING COPIED IS TOO LARGE FOR THE DESTINATION DRIVE—The file that you are trying to copy is 
too large to fit on the disk, or the disk is too full. Try copying the file to a different disk or use a larger 
capacity disk.
A FILENAME CANNOT CONTAIN ANY OF THE FOLLOWING CHARACTERS:  / : * ? “ < > | — Do not use these 
characters in filenames.
GATE A20 FAILURE—A memory module may be loose. Reinstall the memory modules and, if necessary, 
replace them. See Optical Drives on page 114. 
GENERAL FAILURE—The operating system is unable to carry out the command. The message is usually 
followed by specific information—for example, Printer out of paper. Take the appropriate 
action. 
						

							Troubleshooting89
HARD-DISK DRIVE CONFIGURATION ERROR—The computer cannot identify the drive type. Shut down the 
computer, remove the hard drive (see Hard Drive on page 111), and boot the computer from a CD. 
Then shut down the computer, reinstall the hard drive, and restart the computer. Run the Hard-Disk 
Drive tests in the Dell Diagnostics (see Dell Diagnostics on page 81).
HARD-DISK DRIVE CONTROLLER FAILURE 0—The hard drive does not respond to commands from the 
computer. Shut down the computer, remove the hard drive (see Hard Drive on page 111), and boot the 
computer from a CD. Then shut down the computer, reinstall the hard drive, and restart the computer. If 
the problem persists, try another drive. Run the Hard-Disk Drive tests in the Dell Diagnostics (see Dell 
Diagnostics on page 81).
HARD-DISK DRIVE FAILURE—The hard drive does not respond to commands from the computer. Shut 
down the computer, remove the hard drive (see Hard Drive on page 111), and boot the computer from 
a CD. Then shut down the computer, reinstall the hard drive, and restart the computer. If the problem 
persists, try another drive. Run the Hard-Disk Drive tests in the Dell Diagnostics (see Dell Diagnostics 
on page 81). 
HARD-DISK DRIVE READ FAILURE—The hard drive may be defective. Shut down the computer, remove 
the hard drive (see Hard Drive on page 111), and boot the computer from a CD. Then shut down the 
computer, reinstall the hard drive, and restart the computer. If the problem persists, try another drive. 
Run the Hard-Disk Drive tests in the Dell Diagnostics (see Dell Diagnostics on page 81).
INSERT BOOTABLE MEDIA—The operating system is trying to boot to a nonbootable CD. Insert a 
bootable CD.
INVALID CONFIGURATION INFORMATION-PLEASE RUN SYS T E M SETUP PROGRAM—The system configuration 
information does not match the hardware configuration. The message is most likely to occur after a 
memory module is installed. Correct the appropriate options in the system setup program (see Using 
the System Setup Program on page 165).
KEYBOARD CLOCK LINE FAILURE—For external keyboards, check the cable connection. Run the Keyboard 
Controller test in the Dell Diagnostics (see Dell Diagnostics on page 81).
KEYBOARD CONTROLLER FAILURE—For external keyboards, check the cable connection. Restart the 
computer, and avoid touching the keyboard or the mouse during the boot routine. Run the Keyboard 
Controller test in the Dell Diagnostics (see Dell Diagnostics on page 81).
KEYBOARD DATA LINE FAILURE—For external keyboards, check the cable connection. Run the Keyboard 
Controller test in the Dell Diagnostics (see Dell Diagnostics on page 81).
KEYBOARD STUCK KEY FAILURE—For external keyboards or keypads, check the cable connection. Restart 
the computer, and avoid touching the keyboard or keys during the boot routine. Run the Stuck Key test 
in the Dell Diagnostics (see Dell Diagnostics on page 81).
LICENSED CONTENT IS NOT ACCESSIBLE IN MEDIADIRECT—Dell MediaDirect cannot verify the Digital 
Rights Management (DRM) restrictions on the file, so the file cannot be played. See Dell MediaDirect 
problems on page 94.
MEMORY ADDRESS LINE FAILURE AT ADDRESS, READ VALUE EXPECTING VALUE—A memory module may be 
faulty or improperly seated. Reinstall the memory modules and, if necessary, replace them (see Optical 
Drives on page 114). 
						

							90Troubleshooting
MEMORY ALLOCATION ERROR—The software you are attempting to run is conflicting with the operating 
system, another program, or a utility. Shut down the computer, wait 30 seconds, and then restart it. Try 
to run the program again. If the error message still appears, see the software documentation.
MEMORY DATA LINE FAILURE AT ADDRESS, READ VALUE EXPECTING VALUE—A memory module may be 
faulty or improperly seated. Reinstall the memory modules and, if necessary, replace them (see Optical 
Drives on page 114).
MEMORY DOUBLE WORD LOGIC FAILURE AT ADDRESS, READ VALUE EXPECTING VALUE—A memory module 
may be faulty or improperly seated. Reinstall the memory modules and, if necessary, replace them (see 
Optical Drives on page 114).
MEMORY ODD/EVEN LOGIC FAILURE AT ADDRESS, READ VALUE EXPECTING VALUE—A memory module may 
be faulty or improperly seated. Reinstall the memory modules and, if necessary, replace them (see 
Optical Drives on page 114).
MEMORY WRITE/READ FAILURE AT ADDRESS, READ VALUE EXPECTING VALUE—A memory module may be 
faulty or improperly seated. Reinstall the memory modules and, if necessary, replace them (see Optical 
Drives on page 114).
NO BOOT DEVICE AVAILABLE—The computer cannot find the hard drive. If the hard drive is your boot 
device, ensure that the drive is installed, properly seated, and partitioned as a boot device.
NO BOOT SECTOR ON HARD DRIVE—The operating system may be corrupted. Contact Dell. See 
Contacting Dell on page 135.
NO TIMER TICK INTERRUPT—A chip on the system board may be malfunctioning. Run the System Set 
tests in the Dell Diagnostics (see Dell Diagnostics on page 81). 
NOT ENOUGH MEMORY OR RESOURCES. EXIT SOME PROGRAMS AND TRY AGAIN—You have too many 
programs open. Close all windows and open the program that you want to use.
OPERATING SYSTEM NOT FOUND—Reinstall the hard drive (see Hard Drive on page 111). If the problem 
persists, contact Dell. See Contacting Dell on page 135. 
OPTIONAL ROM BAD CHECKSUM—The optional ROM apparently failed. Contact Dell. See Contacting 
Dell on page 135.
A REQUIRED .DLL FILE WAS NOT FOUND—The program that you are trying to open is missing an essential 
file. Remove and then reinstall the program.
1
Click the Start button and click Control Panel.
2Click Add or Remove Programs.
3Select the program you want to remove.
4Click Remove or Change/Remove and follow the prompts on the screen.
5See the program documentation for installation instructions.