User talk:Bharatjadhav07

Probing Questions
Generic Questions

Here are some useful questions to ask customers prior to Hardware troubleshooting:

•	Is this the first time you've called about this issue? •	When did the issue first occur? •	How frequently does the issue occur? •	Is there an error message associated with the issue? •	What exactly were you doing when the issue first occurred? •	Is the issue or error reproducible? •	Have you made any recent hardware or software changes to your system? •	Does the issue affect only one application or the whole system? •	Can you boot your computer? •	Do you have Internet access?

Please add any additional Generic Questions you find useful below.

No POST
Key Points POST stands for Power On Self Test. Isolate the cause of No POST situations by performing specific troubleshooting steps on the category of hardware that has been identified as failing. To envision the issue, imagine all the components that can cause the symptom. Any point inside or outside the computer that can cause the problem the customer is experiencing is a point of failure. Points of failure include hardware, software, settings, and connections. The customer's description of the problem is not always accurate. Probe, by asking questions and checking system indicators. Indicators for no-power are a complete lack of lights, sounds, or motion coming from the computer. After you have gathered information, you can define the problem. After you have defined the problem, isolate the issue to a single point of failure. This means perform tasks on each point of failure to show whether or not it is causing the issue. Between each step, check to see if the symptom has changed. Remove: Nonessential components - surge protectors, power strips, external peripherals, drives, and PCMCIA cards. Reseat: All cable connections. Swap: The AC adapter with a known good AC adapter to the system. For a no-power issue, you can isolate most points of failure by removing, reseating, and swapping. It is difficult to isolate the system board. Of these components, the power supply is the most likely cause of a no-power issue. On the job, Delta Knowledge (or DSN), Resolution Specialists, and the DMC (Dispatch Management Center) will help you determine which part to replace

Playback Issue
Audio might be disabled in media player or other similar software, while media player or the other software is already running. This could be due to an issue with the software configuration including drivers, or any of the associated hardware.

Simple Solutions

1-Run the Windows 7 Audio Playback Troubleshooter

Click here for more information on using Windows 7 Troubleshooters. For Windows Vista and XP run the respective Microsoft Fix it Utility.

2-Verify that the Speakers are connected properly and Amplified (Reseat and Test speakers) 3-Check the Audio Jacks for Damage 4-Check for Hardware or Software Configuration Changes 5-Perform System Restore (if Software Configuration Changes were made)

Click here for instructions to perform System Restore in Windows 7.

6-Test the Front Audio Jack on the System for Audio Playback (Desktops) 7-If Step 6 Fails, Replace the Speakers (If They Were Shipped from Dell) 8-Run Dell Diagnostics on the System Speaker / Audio Test (For Internal Speakers / Portables)

Run PC Checkup on Audio Devices if available, Else run PSA  / 32 Bit Dell Diagnostics.

9-If Step 8 Fails, Replace the Internal Speakers (Portables) 10-If Step 6 or Step 8 passes, Download and Install the Latest Audio Driver

Click here to go to the driver download section.

11-If Step 10 Fails, Replace the Motherboard/Sound Card

April 2011
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Recording Issue
1-Run the Windows 7 Audio Recording Troubleshooter

Click here for more information on using Windows 7 Troubleshooters. For Windows Vista and XP run the respective Microsoft Fix it Utility.

2-Verify that the Microphone is Connected Correctly 3-Try a Known-Good Microphone 4-Check the Audio Jacks for Damage 5-Check for Hardware or Software Configuration Changes 6-Perform System Restore (if Software Configuration Changes were made)

Click here for instructions to perform System Restore in Windows 7.

7-If Step 6 Fails, Replace the Microphone (Desktops) 8-For Portables / Built In Microphone, Run Dell Diagnostics on the Microphone 9-If Step 8 Fails, Replace Built-in Microphone 10-If Step 6 or Step 8 Passes, Download and Install the Latest Audio Driver

Click here to go to the driver download section.

11-If Step 10 Fails, Replace the Motherboard/Sound Card

Mechanical Failure
This section helps in isolating optical drive mechanical failure issues.

Issue Pressing the eject button on the optical drive may not eject the drive. This could be due to an issue with the DVD burning software or the optical drive.

Simple Solutions

1-Restart the Computer and Attempt to Eject the Disc within the Operating System Environment. 2-If Step 1 Fails, attempt to Manually Eject the CD tray in the System Setup (BIOS) 3-If Step 2 does not work, Use the Emergency Eject Option to Open the Tray on the CD Drive, if available 4-Uninstall & Reinstall the latest quick-set drivers in case of slot load drives 5-Close Any DVD or Burning Software (Applicable only in OS, if unable to isolate in BIOS) 6-Check KCS - PSQN for Updates. 7-If Bezel fallen off on Tray load drive, replace Bezel or Optical Drive 8-In case of Optical Drive auto eject, Run Bios Update based on KCS and PSQN Updates 9-Ensure Physical connections to the drive are intact – Desktops. (For Portables skip to Step 10) 10-Replace the Optical Drive

Read / Write / Detection Failure
This section helps in isolating optical drive read - write or detection failure related to the operating system, CD/DVD burning software, firmware, optical drive and motherboard.

Issue The optical drive may not be detected or it may not be able to read or write CD/DVDs. This could be due to an issue with the Operating System, DVD burning software, optical drive firmware or the drive itself.

Simple Solutions

1-Use bootable Disc (OS or Resource CD/DVD) to boot from Disc to see if the Drive can Read. 2-Optical Drive Troubleshooter

Click here for more information on using Windows 7 Troubleshooters. For Windows Vista and XP run the respective Microsoft Fix it Utility.

3-Run Dell Diagnostics

Run PC Checkup on Storage Devices if available, Else run PSA  / 32 Bit Dell Diagnostics.

4-Verify that the optical drive is enabled in the BIOS & try resetting BIOS defaults 5-Reseat the Optical Drive (If not detected) 6-Disable / Uninstall any Burning Software which might conflict with Drive 7-Download and Install the Latest Optical Drive Firmware Update, If Available

Click here to go to the driver download section.

8-Download and Install Dell provided DVD/BD-recording Software Updates(if applicable) 9-Check KCS - PSQN for Updates

10-Perform PC Restore or reinstall Operating System

Click here for instructions to perform PC Restore.

11-Replace the Optical Drive (Laptop) 12-Replace the System Board

Playback Issue
Issue The optical drive may not be able to playback CD/DVDs. This could be due to an issue with the Operating System, DVD burning software, optical drive firmware, audio/video driver, or the drive itself.

Simple Solutions 1-Optical Drive Troubleshooter

Click here for more information on using Windows 7 Troubleshooters. For Windows Vista and XP run the respective Microsoft Fix it Utility.

2-For Audio or Video Skipping issue, check if Optical Drive is in DMA mode in Device Manger 3-Run Dell Diagnostics

Run PC Checkup on Storage Devices if available, Else run PSA  / 32 Bit Dell Diagnostics.

4-Test the Drive With a Known-Good Media(Try multiple types of Media) 5-Download and Install the Latest Optical Drive Firmware Update, If Available

Click here to go to the driver download section.

6-Download and Install Dell provided DVD/BD-recording Software Updates(if applicable) 7-Update / Reinstall the computer's audio / Video driver in cases of playback issues

Click here to go to the driver download section.

8-Check KCS - PSQN for Updates

Click here to access KCS

9-Perform PC Restore or reinstall Operating System

Click here for instructions to perform PC Restore.

10-Replace the Optical Drive (Laptop) 11-Replace the System Board

Touchpad Troubleshooting
Issue The Touchpad pointer may not move, or it may not be visible on the screen. The touchpad buttons may not respond. This could be due to the device settings, touchpad driver, BIOS or the touchpad itself.

Simple Solutions 1-Enable Touch Pad Button on Keyboard

(Applicable Systems only - Refer New Product trainings  for more info)

2-Restore Touch Pad Setup Defaults 3-Verify That the Pointing Device Is Not Disabled in the Driver Software 4-Upgrade or Reinstall the latest Touchpad drivers 5-Change the Sensitivity Settings for the Pointing Device 6-Test the Input Device Functionality in Safe Mode 7-Test the Input Device Functionality in BIOS (Where GUI BIOS is present)

Click here to go to the driver download section.

8-Download and Install the Latest BIOS

Click here to go to the driver download section.

9-Replace the Palmrest for Non-Functional Touchpad Buttons 10-Replace the Motherboard

Webcam Troubleshooting
This section helps in isolating webcam failure related to the configuration and settings, webcam software and driver.

Issue The video through webcam might be fuzzy, grainy or unclear. The image could be too red, blue, or green. Camera may not be detected within the Operating System. There could be video but no sound.

Simple Solutions 1-Determine the Type of Issue the Camera Is Experiencing 2-Confirm if the Webcam is able capture video through applications like Video Chat, Video Conferencing, Video Messengers 3-If the webcam is connected to the external monitor, Check USB cable connection. 4-Run Dell Diagnostics

Run PC Checkup on Webcam if available, Else run PSA  / 32 Bit Dell Diagnostics.

5-Increase the Available Light, Adjust the Direction, or Change the Color / Contrast of the Light Source 6-Download and Install the Latest Audio / Video Driver / Webcam Driver

Click here to go to the driver download section.

7-Reinstall the Dell™ Webcam Manager Camera Applications (System Supported Webcam Application) 8-Restart the Computer 9-Check KCS - PSQN for Updates

Click here to access KCS

10-Replace the Webcam

Outside Operating System
Issue Video corruption appears before Windows starts loading, or corruption appears within the BIOS. Common symptoms observed are, sharply defined horizontal or vertical lines, usually of a drastically different color than the rest of the screen OR random sharply defined splotches of color on the screen.

Simple Solutions

1-Ensure that the Monitor Cables are Properly Connected 2-Check the Video While in the BIOS 3-Run the Monitor Self-Test - External Monitor

Click here to choose the appropriate Monitor Model for instructions to perform Monitor Self-Test

4-Monitor Self-Test Fails - Replace the monitor 5-Test the Computer With a Known-Good Monitor 6-Reset the Monitor or TV to the Default Configuration

Click here and choose the appropriate Monitor Model for instructions to set the Monitor Default Configuration.

7-Known-Good Monitor works - Replace the Monitor / LCD Kit 8-Determine if the Display is Within Quality Standards 9-Explain the Pixel Guidelines to the Customer

Click Here for Dell's Pixel Policy.

10-Determine if the Display is not Within Quality Standards 11-Replace the Monitor / LCD Kit 12-If issue occurs specifically due to Physical movement, consult L2 for suggestion 13-Run the Built-in Diagnostic Tests to Determine the Problem

Run PC Checkup on Video Devices if available, Else run PSA  / 32 Bit Dell Diagnostics.

14-Diagnostics Suggest LCD or LCD cable Failure - Replace LCD Kit 15-Diagnostics Suggest Video Card Failure -Replace the Video Card/Motherboard 16-Diagnostics Suggest No Failure 17Download and Install the Latest BIOS

Click here to go to the driver download section.

18-Start Microsoft® Windows® in Safe Mode 19-Download and Install the Most Current Video Driver

Click here to go to the driver download section.

20-Reinstall the Operating System 21-Replace the Video Card/Motherboard

Within Operating System
Issue Video corruption appears while Windows starts loading, or corruption appears within Windows and in Safe Mode. The symptoms could be vertical or horizontal lines, or distorted display within the Operating System environment.

Simple Solutions

1-Display Quality Troubleshooter / TV tuner troubleshooter (TV Tuner) 2-Check the Video While in the BIOS 3-Run the Monitor Self-Test - External Monitor

Click here to choose the appropriate Monitor Model for instructions to perform Monitor Self-Test

4-Monitor Self-Test Fails - Replace the monitor 5-Test the Computer With a Known-Good Monitor 6-Reset the Monitor or TV to the Default Configuration

Click here and choose the appropriate Monitor Model for instructions to set the Monitor Default Configuration.

7-Known-Good Monitor works - Replace the Monitor / LCD Kit 8-Start Microsoft® Windows® in Safe Mode 9-Download and Install the Most Current Video Driver

Click here to go to the driver download section.

10Check KCS - PSQN for Updates

Click here to access KCS

11-Download and Install the Latest BIOS

Click here to go to the driver download section.

12-If issue occurs specifically due to Physical movement, consult L2 for suggestion 13-Run the Built-in Diagnostic Tests to Determine the Problem 14-Diagnostics Suggest LCD or LCD cable Failure - Replace LCD Kit 15-Diagnostics Suggest Video Card Failure -Replace the Video Card/Motherboard 16-Diagnostics Suggest No Failure 17-Reinstall the Operating System 18-Replace the Video Card/Motherboard

Noise from AC Adapter
Issue The adapter might start producing unpleasant crackling or high-pitched noise while charging or connected to the portable.

Simple Solutions

1-Determine the type of noise 2-Determine if the AC Adapter is making the noise 3-If the AC Adapter is making the noise 4-Replace the AC Adapter 5-The noise is an intermittent high pitched buzz 6-Or whine from the computer when using the AC adapter 7-Replace the AC Adapter / Motherboard

Noise from LCD / Monitor
Issue A humming sound from the monitor when powering on or crackling sounds when powering down due to monitor discharge and clicking sounds when switching between modes or when degaussing is normal. However, sometimes monitors do produce high pitched noise which can be annoying.

Simple Solutions 1-Abnormal noise is heard from the LCD / Monitor 2-Check KCS - PSQN for Updates

Click here to access KCS

3-Replace the LCD kit / Monitor

System Noise
Issue Computer may emit an intermittent, high-frequency or constant buzzing noise. The noise can be heard after you power on the system. Increasing, decreasing, or muting the audio will not change the volume of the noise. It could be due to processor activity or from components such as the system fan and the hard disk drive.

Simple Solutions

1-Determine the type of noise 2-A clicking, grinding or other noise is heard - Check which side of the system noise is emitted 3-Remove all customer removable units except for the Memory 4-If the noise disappears when the CRU's are removed 5-Replace the affected CRU's by Isolating 6-Run Dell Diagnostics on the Portable System Fan

Run PSA / 32 Bit Dell Diagnostics.

7-The noise did occur when testing the fan 8-Check KCS - PSQN for Updates

Click here to access KCS

9-Replace the Cooling Fan/Heat Sink 10-Replace Motherboard / Video Card 11-The noise did not occur when testing the fan 12Check other failing components

Hard Drive
Issue Clicking or other abnormal loud noise may be observed being emitted from the hard drive. The noise can be intermittent and may or may not coincide with read or write operations.

Simple Solutions

1-Determine the type of noise 2-A clicking, grinding or other noise is heard 3-Run the PSA Diagnostics and Obtain the PSA Error Code

Click here for instructions to run PSA diagnostics

4-If the PSA diagnostics fail 5-Replace the Hard Drive 6-If the PSA diagnostics Passes 7-Reseat the Hard Drive 8-Replace the Hard Drive

Optical Drive
Issue Buzzing or grinding noise may be observed being emitted from the optical drive. The noise usually occurs while trying to read or write CD/DVDs.

Simple Solutions 1-Determine When the Noise Occurs In the Optical Drive 2-Test the Drive With a Known-Good Media(Try multiple types of Media) 3-Download and Install the Latest Optical Drive Firmware Update

Click here to go to the driver download section.

4-The noise happens all the time 5-Replace the Optical Drive - Noise Is Abnormal 6-The noise occurs only when insert or eject CD/DVDs 7-Replace the Optical Drive - Noise Is Abnormal 8-The noise occurs only when I read CD/DVDs 9-Replace the Optical Drive - Noise Is Abnormal 10-The noise occurs only when I write CD/DVDs 11-Replace the Optical Drive - Noise Is Abnormal

Unable to Go Online
Issue System may not connect to the network even though the available networks are detected. Internet Explorer may not open the web page displaying “page cannot be displayed” error.

Connectivity issues could be caused by wireless settings, device (router and modem) settings. The wireless network card driver or even the Internet Explorer could be at fault.

Simple Solutions Run Network Troubleshooter before performing the following steps

1-Check Physical Connections B/W Modem and Router. 2-Check for Wireless network and try to connect to them. 3-Check if you get an IP address and Default gateway. If yes, try to ping the Default gateway and the websites. 4-Ping Default Gateway and the websites. If Ping is successful for both, the internet is ready - try IE and it should work fine. 5-If Ping is successful for both, but unable to open websites in IE - Refer the Customer to Solution Station (SS) as it’s an issue -with Internet Explorer. 6-If ping is successful for default gateway, but not for websites - Check in Safe Mode With Networking (SMWN) 8-If able to go online in SMWN, then it’s an issue with either firewall or some application - Position Solution Station (SS). 8If unable to go online in SMWN, Check for Status lights on the router and Modem. 9-Power Cycle for 3-4 Minutes and turn on from Modem - Router & Computer(s). 10-Check if any other computers are working wireless - YES - Issue with this computer and position for OSRI or PC RESTORE.

Click here for instructions to perform PC Restore.

11-No other computers to test with - Checked Direct connection from modem - Yes Online - Position Solution           Station (SS) for Router Configuration. 12-Unable to go online from the modem - Refer to ISP

Unable to Detect the Network
Issue Windows is not able to automatically detect wireless networks in range of the computer. This could be related to the wireless radio settings, operating system, wireless card driver or the wireless card itself.

Simple Solutions 1-Run Network Troubleshooter before performing the following steps -Check for Wireless Radio - WIFI Catcher & FN + F2 if Portable. (Check antenna connectivity if Desktop) 2-If Found - Try to Connect and go online. 3-If Not Found - Change the Card properties - IBSS Channel Number, IBSS Mode to b/g, Bluetooth Collaboration           & Disable N Mode."

Click here for instructions to set the Wireless Card properties.

4-Reset the BIOS to Defaults and Check. 5-Run Windows Network Troubleshooter (Automated Troubleshooter/Fixit).

Click here for more information on using Windows 7 Troubleshooters. For Windows Vista and XP run the respective Microsoft Fix it Utility.

6-Update Wireless card drivers from support dell.com site.

Click here to go to the driver download section.

7-Power Cycle; Reseat the Wireless card and the Antenna. 8-If any other computer is able to go online wireless - Replace the wireless card.

Unable to Connect to the Network
Issue Computer does not connect to the available wireless network. It will be able to detect the list of available networks, however when you click on 'Connect', it is unable to connect to the selected network.

Simple Solutions Run Network Troubleshooter before performing the following steps

1-Check if we can connect to any available network - Yes - Position Solution Station (SS) as it’s an issue with the customer's network. 2-Check for Interference like Cordless phone, Microware Owen Etc. and stop them. 3-Change the Advanced card properties. 4-Reset the BIOS to Defaults. 5-Update the wireless Card Drivers & Check if any other computers are connected to wireless.

Click here to go to the driver download section.

6-If Connected - then duplicate the Settings on the non-working system. 7-If wired is working fine, Check for Router Model # compatibility - Position Solution Station (SS). 8-If wired is not working - Suggest to check at hotspot.

Limited or No Connectivity
Issue When attempting to connect to a wireless network, you may encounter a Limited or No Connectivity error message similar to the following:

"Limited or no connectivity: The connection has limited or no connectivity. You might be unable to access the Internet or some network resources." This message can result from wireless configuration problems.

Note: This error message can also be displayed when, in fact, you are already connected to the Internet. If that is the case, you can safely ignore the error message.

Simple Solutions Run Network Troubleshooter before performing the following steps

1-Check if the network is Secured or Unsecured Network. 2-Secured Network - Check if Encryption Key is correct - Still LONC - Position Solution Station (SS) 3-Unsecured Network - Try to connect to any available network and if online - Position Solution Station (SS) 4-Unsecured Network - Refreshed Drivers, Change Advanced card properties and Check

Click here for instructions to set the Wireless Card properties.

5-Reset Winsock settings - Check on SMWN 6-If any other computers are connected wireless - Suggest PC Restore OR FIHD.

Click here for instructions to perform PC Restore.

7-If wired is working fine, Check for Router Model # compatibility - Position Solution Station (SS).

Low Wireless Signal
Issue The wireless network might be of low signal strength and therefore the transfer of information across the network could be slow or you might not be able to access certain parts of the network.

Simple Solutions

1-Check the Distance:

If more than 30 feet - It’s the distance and Interference and pitch for using a Range Expander.

2-Check if we can connect to any available network:

If Yes with a Good Signal - Position Solution Station (SS) as it’s an issue with the customer's network, else continue from Step 3.

3-Check for Interferences. 4-Change the Advanced card properties - Change Roaming Aggressiveness option 5-Update the BIOS and the wireless card Drivers. 6-Reseat the Wireless card & the Antennas. 7-Suggest for PC Restore or FIHD if the issue still persists.

Click here for instructions to perform PC Restore.

8-If the issue still persists, replace the wireless card with Antennas

Intermittent Connection
Issue The wireless internet connection might be intermittent. The network might get disconnected at random intervals. This issue may or may not be location dependent.

Simple Solutions Run Network Troubleshooter before performing the following steps

1-Check as when does it disconnects and how often it Disconnects or Intermittent. 2-Check the Distance - If more than 30 feet - It’s the distance and Interference and pitch for using a Range           Expander. 3-Try changing wireless channels in the Advanced card properties 4-Change the Advanced card properties.

Click here for instructions to set the Wireless Card properties.

5-Update the BIOS & Wireless Card Drivers

Click here to go to the driver download section.

6-Reseat the Wireless card & Antennas. 7-Refer the Customer to check in a hotspot 8-Any of the above does not resolve the issue - Replace the card with Antennas.

Wired Network Troubleshooting
Issue Computer might not be able to go online. There could be a problem with the browser software, network configuration or with the settings of networking devices like the modem or the network interface card (NIC).

Simple Solutions 1-Run the Windows 7 Network Troubleshooter

Click here for more information on using Windows 7 Troubleshooters. For Windows Vista and XP run the respective Microsoft Fix it Utility.

2-Check physical connections & Link lights and confirm the IP address 3-If the network port is loose, Replace Motherboard or NIC Card 4-Check if any additional connection requirements are required for the wired connection 5-If so then advise to contact ISP 6-Check Device manager/BIOS for status 7-Check connections on the modem/router and attempt a power cycle 8-Try SMWN:

If connection is established only in safe mode and not in normal mode then refer the customer to Solution Station (SS)

9-ipconfig release /renew and reset Winsock 10-Reinstall network drivers (If Applicable)

Click here to go to the driver download section.

11-Change Speed and Duplex settings 12-Run Network Diagnostics 13-Network Diagnostics – Fails, Replace Motherboard 14-Network Diagnostics – Passes, Perform PC Restore / OSRI (Inform customer about data backup) 15-In Case of Auto Config IP address (169.254.X.X), Refer to ISP/Solution Station (SS)

No Boot
No BootNo Boot situation where the system does not boot to the Microsoft Windows® Operating System Simple Solutions Run hardware diagnostics. If hardware failure confirmed, proceed to Step 4, else proceed to Step 1 Click here for system specific diagnostics training documents.

Step 1: Try reseating External Peripherals. If the issue persists, continue with Step 2

Step 2: Perform PC Restore (Inform customers about data loss and provide options for data backup)

Step 3: If PC Restore is not working or if PC Restore fails, dispatch FIHD Step 4: Replace hardware based on the commodity failure

BSOD issue
First Time Customer within 90 days

Troubleshooting BSOD Error

Simple Solutions Step 1: Try reseating Memory and External Peripherals. If the issue persists, continue with Step 2 Step 2: Run hardware diagnostics to confirm hardware failure and replace failed parts / components Step 3: If all hardware passes the diagnostics, perform PC Restore

Step 4: If PC Restore is not working or if PC Restore fails, dispatch FIHD

BSOD after 6 months
Same BSOD Error reoccurring within 6 months Repeat Caller within for same BSOD Error: Step 1: Confirm if the customer had called for the same BSOD Error within last 6 months. Step 2: If yes, replace Motherboard+Memory+FIHD. If no, follow Troubleshooting steps mentioned for BSOD Errors.

System File Corruption
System File Corruption causing the system not to Boot/Perform OS Functions Simple Solutions Run hardware diagnostics. If hardware failure confirmed, proceed to Step 4, else proceed to Step 1 Click here for system specific diagnostics training documents.

Step 1: Try reseating External Peripherals. If the issue persists, continue with Step 2

Step 2: Perform PC Restore (Inform customers about data loss and provide options for data backup)

Step 3: If PC Restore is not working or if PC Restore fails, dispatch FIHD

Step 4: Replace hardware based on the commodity failure

Registry Corruption
Run hardware diagnostics. If hardware failure confirmed, proceed to Step 4, else proceed to Step 1 Click here for system specific diagnostics training documents.

Step 1: Try reseating External Peripherals. If the issue persists, continue with Step 2

Step 2: Perform PC Restore (Inform customers about data loss and provide options for data backup)

Step 3: If PC restore is not working or if PC restore fails, dispatch FIHD

Step 4: Replace hardware based on the commodity failure

Application Error
Step 1: Restore the system back to previous date using System Restore utility. If the issue is not fixed, proceed to Step 2=

Step 2: Perform basic application troubleshooting like uninstalling / reinstalling the application. If the issue still persists, continue to Step 3

Step 3: Perform PC Restore (Inform customers about data loss and provide options for data backup)

Step 4: If PC Restore is not working or if PC Restore fails, dispatch FIHD

First time caller for a No POST/No Video/No Power issue within 90 Days for Desktops
Try connecting the system to a known good power outlet. If system works fine on a known good power outlet, do not replace any parts, else follow Step 1

Step 1: Try powering on/off the power button to check LED indicator on the Monitor. If the power button LED does not power on, proceed to Step 2, else proceed to Step 3

Step 2: Replace Monitor

Step 3: Check for diagnostics LED indicators / Beep Codes on the system

Step 4: Refer DSN for LED / Beep error code information and for respective commodity / part failure. Dispatch parts as necessary Step 5: If unable to isolate the issue and or if unable to confirm part failure, offer System Exchange Step 6: If customer refuses a System Exchange due to lead time issues, then replace: Motherboard + Memory + Power Supply + Power Button Assembly (or I/O Panel, only if specific systems have power button on I/O Panel itself)

No Power No Post No Video for Laptops
Try connecting the system to a known good power outlet. If system works fine on a known good power outlet do not replace any parts, else follow Step 1

Step 1: Check LED indicator on AC Adaptor. If LED is not lit, proceed to Step 2, else proceed to Step 3

Step 2: Replace AC Adaptor

Step 3: Check for diagnostics LED / Beep Codes indicators on the system

Step 4: Refer DSN for LED / Beep error code information and for respective commodity / part failure. Dispatch parts as necessary

Step 5: Check with an external display, if available

Step 6: If external display works fine, replace LCD Kit else perform Step 7

Step 7: If unable to isolate the issue or if unable to confirm part failure, offer System Exchange

Step 8: If customer refuses a System Exchange due to lead time issues, then replace:Motherboard + Memory + AC Adaptor

COMPONENTS OF CALL
COMPONENTS OF CALL

1) Opening 2) Name 3) STAG 4) APN / PPN 5) BTTR 7) Email 8) comm check 9) SR #