Friday, February 12, 2010

Troubleshooting the DELL Insprion 6400 optical drive or the dvd drive

The optical drive in the DELL Insprion 6400

HWiNFO32 (Hardware Information) is a professional hardware information and diagnostic tool supporting latest components, industry technologies and standards. It's targeted to recognize and extract the most possible amount of information about computer's hardware which makes it suitable for users searching for driver updates, computer manufactures, system integrators and technical exteperts too. Retrieved information is presented in a logical and easily understandable form and can be exported into various types of reports. System health monitoring and basic benchmarking available too. download now

Hwinfo is needed to find out which optical drive you have if you do not have the information or cannot get it from your service tag

Consumer (Home and Home Office) Support for all other Dell products toll-free: 1-800-624-9896 Customer Service toll-free: 1-800-624-9897
Problems With the Slot Load Optical Drive

STEP 1: Close Any DVD or Burning Software
Additional Information

Close any programs that may have the optical drive in use such as DVD playback or burning software. These programs include but are not limited to:

* Roxio family of products
* Power DVD
* WinDVD
* Media Direct
* Windows Media Player
* Nero Burning ROM

Open Windows Explorer to view the files on the CD.

STEP 2: Test the Drive With a Known-Good Factory Pressed Media CD
Additional Information Insert a known-good factory-pressed data CD into the CD, DVD, or BD drive. Ensure the media is inserted correctly (Figures 1 and 2). [Photo]
Figure 1: Insert Optical Media Label Side Up in a Standard Optical Drive [Photo]
Figure 2: Insert Optical Media Label Side Forward in a Slot-Load Optical Drive Double-click My Computer. Right-click the CD drive letter. Click the Explore menu option.STEP 3: If the System is running on AHCI or IRRT, download and Install the latest IMSM Driver
Systems Operating systems
XPS M1330
Microsoft Windows Vista 32-bit
Additional InformationCheck whether the system is running on Advanced Technology Attachment (ATA), Advanced Host Control Interface (AHCI) or Intel Rapid Recovery Technology (IRRT): Type "devmgmt.msc" in command prompt or RUN command or SEARCH command in Windows.
Device Manager will open.If you can find "IDE ATA/ATAPI controllers" the system is NOT running on AHCI or IRRT and you may continue the troubleshooting by ignoring this step.
If the system is running on AHCI or IRRT: Browse to Dell Support Web Page.Find and download the latest Intel Matrix Storage Manager (IMSM) driver available.
Install the latest IMSM driver.Restart the system.Check if the problem still persists. If it does, continue the troubleshooting below.STEP: Determine if the Optical Drive Can Boot to Bootable Media
Additional InformationChange the order of your system boot devices in the Boot Device menu for the current boot only: Start the computer.

Tap the key during startup when the Dell™ splash screen appears.

[Photo] Note:

Bootable media that comes with a Dell system includes the Operating System disc, such as the Windows XP or Vista disc, and the Dell Resource DVD

Once the Boot Device Menu or Please select boot device: prompt appears, insert the bootable CD or DVD into the optical drive.

Press the to highlight CD-ROM Drive, and press . [Photo] Note:

Depending on the type of bootable CD or DVD, a message Press any key to boot from the CD (DVD) may appear. If this message appears, press the to boot from the media. If you fail to press a key, the computer will boot from the hard drive and you will have to attempt the process again. The Windows XP CD and Vista DVD normally requires you to press the to boot.STEP 5: Download and Install the Latest Optical Drive Firmware Update, If Available
Additional InformationCheck Dell Support for firmware updates regarding the drive in question. If a new update is available for your CD/DVD drive, then download and install the update. [Photo] Note:

Not all optical drives have firmware updates available. If there is no firmware update available, please continue troubleshooting normally..
Browse to Dell Support. Click Drivers and Downloads under the Option 1: Most Popular Selections section. Input the Service Tag or Product Type and Product Model. Select your Operating System and Language and click Find Downloads. Select [Photo] CD/DVD to expand your choice list. Click the name of your CD drive. [Photo] Note:

It is not necessary to download and install firmware that does not address the issue you are seeing. Make sure to read the release notes found below the firmware download link to find out if the update addresses the problem you are seeing.
Click [Photo]Download Now in the File Name section. Click Save. Click Open when the download completes. Click Continue and then click OK. When the Folder does not exist. Do you want to create it? window appears, click Yes. [Photo] Note:

When the message appears asking to overwrite the folder, click the Yes to All button.
To install the firmware update, perform the following steps: Locate the file you downloaded. Double-click the file to open it. Follow the onscreen instructions to create the bootable floppy disk that is used to update the firmware on your CD drive.STEP: Update to the Latest System Setup (BIOS) Revision
Additional InformationCheck if the computer has the latest System Setup (BIOS) revision and update it if needed. [Photo] Note:

For more information about updating the System Setup, refer to Dell Knowledge Base Article: "How to Get the Latest System Setup (BIOS) Update" Article ID: 134892.STEP: Contact Dell Technical Support
Additional InformationBrowse to the Dell Support Website.

Under Who Do You Need to Contact?, click the More Details link that appears below Contact Technical Support.

Click one of the following options that appear under Contact Dell:

Chat Online with Technical Support
Use this option to start an online chat session with a Dell Technical Support representative.

Call Technical Support
Use this option to obtain a telephone number for Dell Technical Support.

E-mail Technical Support
Use this option to send an e-mail message to Dell Technical Support.
[Photo] Note:

When contacting Dell Technical Support, please have the product information and Service Tag number available.
Basic Diagnostics or Pre-Boot System Assessment (PSA) Diagnostics are a series quick tests of generic failure points on the hardware, and are typically an intro to the Extended Diagnostics or 32-bit Dell Diagnostics. Most systems will have both sets of Diagnostics, on some Dell Systems they will only have one or the other.

File Formats: Dell 32 Bit Diagnostics (Graphical User Interface version)
Option 1: Basic Diagnostics Basic Diagnostics or PSA Diagnostics are a series of quick tests for your system. Click the link below for instructions on how to run the Basic or PSA Diagnostics. Click Here for Basic or PSA Diagnostics Option 2: Extended Diagnostics Extended Diagnostics or 32-Bit Diagnostics are sets of Diagnostics that can do a complete check of your Hardware, or they can be customized to only check certain pieces of Hardware. Click Here for Extended or 32-bit Diagnostics
See if driver updates are available for your system: Latest Driver Updates for Dell™ Computers - Article ID: 333807
Or use the tabs above to find specific drivers.

Chat Online with Technical Support Fast, easy and hassle free! Get the answers you need quickly by chatting online with a Dell Technical Support Representative.

Call Technical Support For faster service, please have your service tag or express service code ready for the phone representative.

Home and Home Office Technical SupportSpeed up your call (what should you do before calling Dell)For faster service, please enter Express Service Code when prompted on the call. 1-877-293-1197 24/7 You will need to have your Express Service Code to receive phone support. For faster service and to help ensure that you get to the right agent the first time, please enter your Express Service Code when prompted on the call.

Article Summary: Instructions on how to run the Dell 32-bit Diagnostics to check for Hardware problems. Table of Contents: Run the Dell 32-bit Diagnostics
Incase 32-bit Diagnostics are not installed
Diagnostics Produces an Error
Step 1: Run the Dell 32-bit Diagnostics All Dell computers ship with a utility partition on the hard drive that contains the Dell Diagnostic Utility: Restart the computer.

As the computer boots, press when the Dell Splash Screen appears.

When the Boot menu appears, highlight the Boot to Utility Partition option, or the Diagnostics option and then press to start the 32-bit Dell Diagnostics. Press the key to highlight Test System Press to continue to 32-bit Diagnostics. [Photo] Note: In some cases PSA Diagnostics will run first. If you receive an error during PSA diagnostics Click Here to go to the PSA Diagnostics Page. To continue onto 32-bit Diagnostics, Press N for No when it asks you to Continue Memory Tests. Press Y To Continue the Memory Tests. Express Test will run a quick test of devices in the system. This typically can take 10-20 minutes. Extended Test performs a thorough check of devices in the system. This typically can take an hour or more. Custom Test used to test a specific device or customize the tests to be run.Exit to MS-DOS will exit the diagnostics to a command prompt. Symptom Tree. This option lists the most common symptoms and allows you to select tests based on those symptoms.

[Photo] Note: Express Test is the only test that will not require user involvement. Back to Top Step 2: Incase 32-bit Diagnostics are not installed You can try Booting to your Resource Disk, to access the 32-bit Diagnostics on it. Insert the Resource Disk into your computer's CD/DVD Rom. Restart the computer.

As the computer boots, press when the Dell Splash Screen appears.

When the Boot menu appears, highlight CDROM or the equivialent and press the key to start the 32-bit Dell Diagnostics. If the computer did not ship with a resource disk or the original diagnostics are not available, download the diagnostics by performing the following steps: Click Drivers and Downloads to enter the Drivers and Downloads page. Click [Photo]
Enter a Tag [Photo] to use your Service Tag to find the diagnostics.

[Photo] Note:

If the Service Tag is not available, click [Photo]
Select Model [Photo]and select the appropriate Product Type and Product Model.
Click Go. If the Product Type and Product Model had been selected, click Confirm. Select the desired operating system, driver language, and importance settings from the drop-down boxes as pictured below (Figure 1). The Category drop-down box should be set to Diagnostics.

Operating System: [Photo]
Windows XP [Photo] Driver Language: [Photo]
English [Photo] Category: [Photo]
Diagnostics [Photo] Importance: [Photo]
All [Photo]Figure 1: Drivers and Downloads Drop-Down Selections Select the Dell 32-Bit Diagnostics (Graphical User Interface version) from the column labeled File Title to display the download page (Figure 2).

File Title [Photo]<> ImportanceFigure 2: File Title Column [Photo] Note:
If you have the information provided from the online System Information utility or your invoice, please refer to it for what drivers to download. Review the information on the page and take note of Installation Instructions and Important Information. Click [Photo] Download Now. You may receive a warning and an option to run or save the file. Click Save. When the Save As window appears, designate a folder to save the file that is being downloaded and click Save. When the download is complete, follow the instructions provided in the Installation Instructions (as viewed in step 6 above).Back to Top Step 3: Diagnostics Produces an Error If the Diagnostics Produces an Error, you may have a Hardware problem. Please use the Link below for information to Contact Us.

Article Summary: Instructions on how to run the PSA Diagnostics on Dell Computers to check for Hardware problems. Table of Contents: Start the PSA Diagnostics
Error Code List
What to do if you received an Error code
Step 1: Start the PSA Diagnostics Restart the system. At the Dell logo screen, press . [Photo] Note: The Inspiron Mini 9 does not have an F12 key, to access the boot options you have to press 0 at the Dell logo screen. At the One Time Boot menu, press the arrow key to highlight Diagnostics, then press to begin PSA. Write down any error codes listed. Use the list provided in the next section to see what the error code means.Back to Top Step 2: Error Code List If you receive an error during PSA Diagnostics, look below for the associating error code. Error Code Error Message PSA 1000-0111
PSA+ 2000-0111 (Name of Exception) exception occurred at selector XXh offset XXh. PSA+ 2000-0112 CPU (x): Processor machine check exception error. PSA+ 2000-0113 Processor machine check error detected. PSA 1000-0122 Memory test initialization failure. PSA 1000-0123
PSA+ 2000-0123 Memory integrity test failed. PSA 1000-0141
PSA+ 2000-0141 No drive detected. PSA 1000-0142
PSA+ 2000-0142 Drive Self Test failed. Status byte = XXh. PSA 1000-0143
PSA+ 2000-0143 Drive Smart read command failed. PSA 1000-0144
PSA+ 2000-0144 No support for Drive Self Test. PSA 1000-0145
PSA+ 2000-0145 Timeout waiting for Drive Self Test to complete. PSA 1000-0146
PSA+ 2000-0146 DST Log contains previous error(s). PSA 1000-0147
PSA+ 2000-0147 Unit (x): IDE status failed. Status byte = (x) Control Code = (x) Msg = (s). Unit (d): Optical drive BIST – (s). PSA 1000-0148
PSA+ 2000-0148 IDE ERROR: status (x) (s) PSA+ 2000-0149 No optical drive detected PSA 1000-0212
PSA+ 2000-0212 CMOS failed the pattern test. PSA 1000-0213
PSA+ 2000-0213 The CMOS battery failed PSA 1000-0214 Failure in DMA %s Port: XXh. PSA 1000-0221
PSA+ 2000-0221 Interval Timer Channel 0 (mode 0) is not generating interrupts PSA 1000-0222 Interval Timer Channel 0 (mode 3) is generating the wrong interrupt count per second. Error Code Error Message PSA 1000-0223 Interval Timer initial clock output level in mode XX is incorrect. PSA 1000-0224 Interval Timer had wrong time period in mode XX PSA 1000-0231
PSA+ 2000-0231 Failure in Interval Timer in mode XX. PSA 1000-0232
PSA+ 2000-0232 The RTC did not generate periodic ticks. PSA 1000-0233
PSA+ 2000-0233 The RTC 'Seconds' register is not updating. PSA 1000-0234
PSA+ 2000-0234 Timeout waiting for RTC update flag to set. PSA 1000-0235 PM timer 1 had wrong time period. Expected (d), Actual (d). PSA 1000-0241
PSA+ 2000-0241 Error enabling A20 gate. PSA 1000-0242
PSA+ 2000-0242 No interrupt detected for IRQ XX - (Name of Interrupt). PSA 1000-0312 Keyboard test timed out waiting for keyboard response. PSA+ 2000-0313 Error detecting internal touchpad or pointing stick. PSA 1000-0321
PSA+ 2000-0321 Unable to detect LCD. PSA 1000-0322
PSA+ 2000-0322 Error accessing the LCD inverter. PSA 1000-0326
PSA+ 2000-0326 LCD inverter error, unable to turn lamp ON/OFF. PSA+ 1000-0331 No video adapter found. PSA 1000-0332 Video memory failed. PSA 1000-0333
PSA+ 2000-0333 Graphics test timed out waiting for keyboard response. PSA 1000-0334
PSA+ 2000-0334 User reported that graphics patterns were not displayed correctly. PSA+ 1000-0411 Hardware Detect Error - (s) not detected. Error Code Error Message PSA+ 1000-0412 Hardware Detect Error - Auxiliary LCD cable not detected. PSA+ 1000-0413 Detect Error - LCD cable not detected. PSA+ 1000-0414 Hardware Detect Error - Inverter cable not detected. PSA+ 2000-0151
PSA+ 2000-0152 Optical Drive (d): - Incorrect status: (x) (s) Step 3: What to do if you receive an Error code Please verify your warranty information and contact Dell Technical Support. Click Here to Contact Technical Support

Express Service Code
An Express Service Code is simply a mathematical conversion of your System Service Tag into a purely numeric format allowing for easy entry into Dell's automated call-routing system. Enter this number, using a touch-tone telephone, into the automated call-routing system when contacting Dell for assistance.
Express Service Code
Benefits of the Express Service Code

The Express Service Code routes calls to the appropriate service queue, thereby offering the following advantages:

* It helps avoid numerous transfers of your call.
* It reduces the possibility for misdiagnosis because calls are transferred directly to the correctly trained specialist.
* It reduces menu selections, which keeps you from choosing from complicated telephone menus, shortening your overall wait time.
* The Express Service Code is converted back to a System Service Tag and automatically places your system configuration into the technician's support applications once you are connected.

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