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Basic Troubleshooting

Dell™ PowerEdge™ 1650 Systems Service Manual

	Overview		Internal Visual Inspection
	Initial User Contact		Running the System Diagnostics
	External Visual Inspection		Using the SW_NMI Switch
	Observing the Boot Routine		Obtaining Technical Assistance

Overview

This section describes basic troubleshooting procedures that can help you diagnose a system problem. These procedures can often reveal the source of a problem or indicate the correct starting point for servicing the system.

A brief explanation of how to load and start the system diagnostics can be found in "Running the System Diagnostics."

The manufacturer recommends that you perform the following procedures in the order presented.

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. After the user describes the problem, perform the following steps:

1. Ask the user to back up any data on the hard drive if the system’s condition permits. See the documentation provided with the operating system or applications software 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 the user to the appropriate user documentation for the correct procedure.
   
   No. Proceed to "External Visual Inspection."

External Visual Inspection

Improperly set switches and controls and loose or improperly connected cables are the most likely source of problems for the system, monitor, or other peripherals (such as a printer, keyboard, mouse, or other external equipment). A quick check of all the switches, controls, and cable connections can easily solve these problems.

The external visual inspection consists of a quick inspection of the exterior of the system, the monitor (if attached), the keyboard (if attached), any peripherals, and cables. While performing the visual inspection, make any necessary corrections. To perform the external visual inspection, perform the following steps:

1. Inspect the front-panel LEDs for indication of component malfunction.
   
   
2. Turn off the system, the monitor (if attached), and all peripherals.
   
   
3. Verify that all power cables are properly connected to the system, the monitor and peripherals, and their power sources.
   
   
4. Inspect connections to any attached devices including network cables, keyboard, monitor, mouse (if used), or keyboard/video monitor/mouse (KVM) switch (if used), as well as any devices attached to the serial port.
   
   
5. Inspect all external monitor controls for any obvious damage or improper settings (if used). For proper settings of the video monitor controls, see the documentation for the monitor.
   
   
6. Inspect the keyboard (if used) to ensure that no keys are sticking. If one or more keys are sticking, it may be necessary to replace the keyboard.
   
   
7. Inspect the exterior of the system, including all controls and indicators, and all user-accessible data storage devices for any signs of physical damage.
   
   Does the inspection reveal any problems?
   
   Yes. Proceed to the appropriate procedure in "Removing and Replacing Parts."
   
   No. Proceed to "Observing the Boot Routine."

Observing the Boot Routine

Looking at and listening to the system is important in determining the source of a problem. Look and listen during the system's start-up routine for the indications described in Table 1.

Table 1. Boot Routine Indications

Look/listen for:	Action
An error message	See "Messages, Codes, and Indicators."
Alert messages from the systems management software	See the documentation provided with the systems management software.
The monitor's power indicator	See the Installation and Troubleshooting Guide for troubleshooting procedures.
The keyboard indicators	See the Installation and Troubleshooting Guide for troubleshooting procedures.
The diskette-drive access indicator	See the Installation and Troubleshooting Guide for troubleshooting procedures.  If the diskette drive is faulty, replace the diskette drive.
The hard-drive activity indicators	See "Messages, Codes, and Indicators." If the hard drive is faulty, replace the hard drive.
A series of beeps	See "Messages, Codes, and Indicators."
An unfamiliar constant scraping or grinding sound when you access a drive	If the hard drive is faulty, replace the hard drive.

Internal Visual Inspection

NOTICE: Before you proceed with the internal visual inspection described in this section, ensure that the user has saved all open files and exited all open application programs, if possible.

A simple visual inspection of a system’s interior hardware can often lead to the source of a problem, such as a loose expansion card, cable connector, or mounting screw. When you perform the visual inspection, see "System Features" to locate components referenced in the inspection procedure.

To perform the internal visual inspection, perform the following steps:

1. Turn off the system, including any attached peripherals, and disconnect all the power cables from electrical outlets.

CAUTION: Before beginning to work inside the system, disconnect the power supply from the power source and the power supply cables from the power supply.

2. Open the system doors as described in "Opening the System Doors."

CAUTION: The microprocessor and heat-sink assembly can get extremely hot during system operations. Be sure that it has had sufficient time to cool before touching it.

CAUTION: When handling the microprocessor and heat-sink assembly, take care to avoid sharp edges on the heat sink.

3. Verify that the memory modules, expansion cards, and microprocessor and heat-sink assembly or assemblies are fully seated in their sockets or connectors.
   
   
4. To remove and reseat a microprocessor and heat-sink assembly, perform the steps described in "Adding or Replacing a Microprocessor."
   
   
5. To remove and reseat a memory module, perform the steps described in "Adding or Replacing Memory Modules."
   
   
6. If you need to remove and reseat an expansion card, remove the card as described in "Replacing an Expansion Card," and carefully reinsert the card in its connector until fully seated.
   
   
7. Verify that all jumpers are set correctly.
   
   For information about jumper settings, see "System Board Jumpers."
   
   
8. Check all cable connectors inside the system to verify that they are firmly attached to their appropriate connectors.
   
   
9. Close the system doors.
   
   
10. Reconnect the system and any attached peripherals to their power sources, and turn them on. 
    
    Does the problem appear to be resolved?
    
    Yes. No further steps are necessary.
    
    No. Proceed to "Obtaining Technical Assistance."

Running the System Diagnostics

You can run the system diagnostics from either the utility partition on your hard drive or from a set of diskettes that you create from the Dell OpenManage Server Assistant CD.

To run the diagnostics from the utility partition, perform the following steps:

1. Start the utility partition by pressing <F10> during POST.
   
   
2. From the utility partition's main menu, select the Run System Diagnostics option.
   
   See "Using the Dell OpenManage Server CD" in the User's Guide for additional information about the utility partition.
   
   

To run the system diagnostics from the diskettes, perform the following steps:

1. Create a set of diagnostics diskettes using the Dell OpenManage Server Assistant CD.
   
   See "Using the Dell OpenManage Server CD" in the User's Guide for information on creating diskettes.
   
   

2. Boot the system from the first diagnostics diskette.
   
   

When you start the diagnostics, a message is displayed telling you that the diagnostics is loading. The Diagnostics menu appears. The menu allows you to run all or specific diagnostic tests or to exit the system diagnostics.

NOTE: Before you read the rest of this section, you may want to start the system diagnostics so that you can see it on your monitor screen.

For a quick check of the system, select Test All Devices and then select Quick Tests. This option runs only the device tests that do not require user interaction and that do not take a long time to run. You should choose this option first to increase the chance of tracing the source of the problem quickly. To test a particular device, select Test One Device. For a complete check of the system, select Test All Devices and then select Extended Tests.

To check a particular area of the system, choose Advanced Testing. When you select Advanced Testing, the main screen of the diagnostics appears. This screen includes a listing of the various device groups in the system and the system's service tag.

To view data on test results, select Information and Results. Select Program Options to view the Program Options screen, which lets you set various test parameters.

By selecting the Device Configuration option, you can see an overview of the devices in the system.

Selecting Exit to MS-DOS exits the diagnostics and returns you to the operating system environment (or the utility partition's main menu if you are running the diagnostics from the utility partition).

To select an option from the Diagnostics menu, highlight the option and press <Enter>, or press the key that corresponds to the highlighted letter in the option you choose.

Using the SW_NMI Switch

Your system incorporates a memory dump/reset switch labeled SW_NMI on the system board. If your system uses the Microsoft® Windows® 2000 operating system and the system stalls or "crashes" due to software problems,  pressing the SW_NMI switch causes the contents of system memory to be "dumped" to a file for later analysis and continues with a hard reset, or reboot, of the operating system. This switch is intended to be used by service technicians, applications software developers, device driver developers, and system administrators who would benefit from information provided by the system if it performed a memory dump before a hard reset.

The SW_NMI switch is located next to the configuration jumpers on the system board (see Figure 1 in "Jumpers and Connectors").

Obtaining Technical Assistance

If none of the troubleshooting procedures in this section or the tests in the system diagnostics reveals the source of the problem or leads to the proper troubleshooting steps for determining the source of the problem, see the Dell | Support website at support.dell.com or call Dell for technical assistance. For instructions on contacting Dell, see "Getting Help" in the system's Installation and Troubleshooting Guide.

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