Overview

Troubleshooting Steps

1. Check the BIOS (System Setup) Settings
   
   
2. Check Internal Components:
   
   
   1. Check the Data Cables
      
      
   2. Check the Power Cables
      
      
   3. Check the Jumpers on Drives

TIP!

Print this article. As you proceed through the troubleshooting steps, make notes of the results of each step.  If you need to contact Dell, the process will be greatly facilitated by having a good idea of the troubleshooting steps that you have taken.

NOTICE:

This article assumes that your Dell system is in the same configuration as when purchased. This article does not intend to cover every possible issue that can go wrong with your hard drive or CD/DVD drive. Other possibilities may exist that are not covered in this article. Please see Additional Information to view other possible solutions.

Additional Information

Check the BIOS (System Setup) Settings

The settings in the computer's System Setup must be configured so that drive detection and recognition is enabled.  If System Setup is not configured properly, the drive(s) will not be detected or recognized.

NOTE:

For information about entering the System Setup for your Dell computer, please refer to Dell Knowledge Base Article: TT1012573 — "How do I enter the BIOS, CMOS, Setup, or System Setup on my Dell™ computer?

Step One:  Restore System Default Settings

For information about restoring the default system settings, please refer to the appropriate Dell Knowledge Base Article for your system type:

After the system reboots, check the functionality of the drive.   If the drive is not recognized, proceed to the next step.

Step Two:  Clearing NVRAM in the System Setup

For information on clearing NVRAM on your Dell Dimension or Dell OptiPlex computer, refer to Dell Knowledge Base Article:

Check the functionality of the drive after the system reboots.  If the drive is not recognized, proceed to the next section.

Check the Data Cables

The following troubleshooting steps will require opening the case of your computer.

Precautionary Measures

CAUTION:

Before you perform any of the procedures in this document, read the following caution for your personal safety and to prevent damage to the system from electrostatic discharge (ESD). FOR YOUR PERSONAL SAFETY AND PROTECTION OF THE EQUIPMENT. Turn off your computer and all devices. Ground yourself by touching an unpainted metal surface at the back of the computer before touching anything inside your computer. While you work, periodically touch an unpainted metal surface on the computer to dissipate any static electricity that might harm internal components. Disconnect the power cable to your computer, and then press the power button to ground the system board. Disconnect any devices connected to the computer, including the monitor, from their electrical outlets to reduce the potential for personal injury or shock. Also, disconnect any telephone or telecommunication lines from the computer.

After you remove or replace parts in the system, observe the following notice to prevent damage to the system:

NOTICE:

Make sure that all other system cables are connected before connecting the computer to its electrical outlet.

Step One: Find your System Documentation

To locate information on how to remove the Cover and details specific to working in your system perform the following steps:

1. Go to the Systems Reference User's Guide. (this will open in a new window)
2. Look to the sections labeled Systems, click on the link of your system model.
3. To the right of the screen, you will see system types. Click on the system type that you need information for.

NOTE:

Once in this window, you will need to navigate to the appropriate Cover removal page for your system. Some common links to look for will be: English, View, Adding Parts, Removing and Replacing Parts, Graphics, Tech Notes.

When you get the Cover removed, continue to the next step. Information on CD/DVD and hard drive removal and their locations in your system are also available in your system information page.



Step Two: Reseat the Data Cables

This step will make sure the electrical connections made by the Data Cables are intact.

Click for information regarding IDE data cables.

To view a scenario using these data cable troubleshooting steps, click here.

NOTE:

The process of checking internal components of your computer will be greatly facilitated by placing the system so that there is ample light available to see the components. When disconnecting an IDE data cable, pull the connector on the cable straight from the socket on the main system board, using firm, even force.  Avoid the use of excessive "rocking" of the connector from side to side, since the pins in the socket can be bent. When reconnecting an IDE data cable, do not force the connector into the socket.  Align the cable connector as closely as possible to the socket and gently press the connector into the socket.  If there is any significant resistance when trying to seat the connector, try re-aligning the connector.  If the alignment seems correct and there is still resistance, check for bent pins in the socket.   Bent pins can sometimes be straightened with very gentle pressure, using fine needle-nosed pliers or similar tools.

1. Follow the precautionary measures.
   
   
2. Unplug the power cord.
   
   
3. Locate the IDE data cables.

   NOTE:

   If any of the IDE data cables in your system have blue connectors, it is important to connect the blue end to the main system board. Failure to connect the blue end of the data cable to the main system board (motherboard) will result in below-normal performance of the attached drive.

4. One data cable at a time, completely unplug, and then reconnect each data cable from both the main system board and attached drive(s).
   
   
5. When all data cables have been reseated, plug the system in and check the functionality of the drive(s) after the system reboots.  If there is no change in the functionality of the drive, proceed to the next step.

Step Three: Switch the Data Cables

Click for more information regarding IDE channels.

1. Follow the precautionary measures.

2. Leave the two IDE data cables connected to their respective drives, and then switch the two IDE cables at the main system board IDE connectors.
   
   
   
   

3. Check the seating of the IDE cables on both ends.
   
   
4. When the connections have been switched, plug the system in and check the functionality of the drive(s) after the system reboots.

If one drive was nonfunctional before this procedure, and the same drive is functional after this procedure, there is a problem with the the main system board. or one of the IDE cables.  To determine the exact problem, proceed to step four.


Step Four: Swap the Data Cables

This procedure will help determine if there is a defective IDE data cable.

1. Follow the precautionary measures.
   
   
2. Unplug the computer.
   
   

3. Noting "which is which", swap the IDE data cables (as shown below).

   
   

4. When the data cables have been swapped, plug the system in and check the functionality of the drive after the system reboots.

Using the information gathered from steps three and four, you will be able to determine if a drive, one of the IDE data cables, or one of the IDE channels on the main system board might be defective.

Click to view an example scenario about data cable troubleshooting

_{Return to Overview}

Checking the Power Cables

CAUTION:

Power connectors tend to be difficult to unplug. Use caution when unplugging power connectors to avoid minor injuries when the connector comes loose. Power connectors can be rocked gently from side to side to facilitate removal. DO NOT ATTEMPT TO UNPLUG POWER CONNECTORS BY GRASPING THE ATTACHED WIRES.  DAMAGE TO THE CONNECTOR MAY RESULT.

Illustration of Drive Power Connector


Power connectors will fit in the drive power sockets only one way.  All of the drive power cables leading from the power supply are equivalent.


Step One:  Reseat the Power Connectors

1. Follow the precautionary measures.
   
   
2. Disconnect and reconnect the power cables to the drives.
   
   
3. After reseating the power connectors, reboot the system and check to see if the drive is functional.

Step Two:  Connect a Different Power Cable to the Drive.

Many systems have one or more "extra" power connectors.  If possible, connect one of the unused power connectors to the drive in question.  If there are no unused power connectors, unplug the power connector from a drive that is known to be functional and test the drive.

1. Follow the precautionary measures.
   
   
2. Disconnect the power connector from the affected drive.
   
   
3. Reconnect a different power connector.
   
   
4. Reboot the computer and check to see if the drive is functional.

If the drive is functional with a different power connector, there may be a problem with the power supply, and the power supply may need to be replaced.

NOTE:

For assistance related to Dell-installed hardware, you can communicate by e-mail with a Dell Technical Support Representative.  Click to contact Dell Technical Support via e-mail.

Step Three:  Connect One Drive At a Time to the Power Supply.

The object of these steps is to see if the power supply is able to deliver adequate power to the all of the drives.

1. Follow the precautionary measures.
   
   
2. Unplug the power connectors from all the drives.
   
   
3. Connect one power connector to one drive.
   
   
4. Test the functionality of the drive by rebooting the system.
   
   
5. Continue connecting one drive at a time to the power supply, testing the system after each addition.
   
   
6. If the power supply is unable to power all of the necessary drives simultaneously, it will need to be replaced.

NOTE:

For assistance related to Dell-installed hardware, you can communicate by e-mail with a Dell Technical Support Representative.  Click to contact Dell Technical Support via e-mail.

_{Return to Overview}

Check Jumpers on Drives

A "jumper" is a small electrical connector. Jumpers are usually located on the rear of CD/DVD drives and hard drives.

NOTICE:

For testing purposes, connect only one drive to each IDE data cable.  In all cases, drives should be "jumpered" to cable select, and should be attached to the end connector of the IDE data cable (as opposed to the connector in the middle of the IDE data cable).

Follow the precautionary measures when checking the jumper configuration.

• Jumper settings should not be an issue if your computer is in its original configuration.
  
  
• If there has been an attempt to add a drive (either a CD/DVD drive or a hard drive), the jumper settings may have been changed and the position of the jumper(s) will need to be verified.

  If you have changed your jumper settings, change them back to their original configuration.

Click here for more information about jumper settings

_{Return to Overview}

Additional Information:

NOTE:

This article is designed to troubleshoot your Dell computer in its original configuration. Shut down the system and disconnect all third-party device(s) before proceeding with the troubleshooting process. If your Dell computer is functional in its original configuration, contact the manufacturer of your third-party device(s) for assistance.

There are essentially three reasons that a drive might fail to function:

• The computer is unable to located the drive.
• There is a problem with some of the computer's hardware (internal components).
• There is a problem with some of the files that are necessary for the drive to operate correctly.

This article concentrates on the first two items in the above list.

Additional Resources

Drive Detection/Recognition

There are six requirements for a drive to be detected by a computer:

1. The computer's BIOS (explained below) must be configured so that it knows to "look" for the drive.
   
   
2. The main system board must be fully functional.
   
   
3. The cable from the main system board must be functional and securely connected.
   
   
4. The configuration jumpers on the drive must be placed properly.
   
   
5. There must be adequate power delivered to the drive.
   
   
6. The drive must be functional.

IDE Drive Essentials

Drives in your computer are detected by the BIOS as a general class of hardware known as "IDE (Integrated Drive Electronics) Devices."

Among many other things, the BIOS of your computer regulates two IDE "channels."  The two IDE channels correspond to the two IDE connectors on the main system board.  The IDE connectors on the main system board are almost always labeled PRI (primary) and SEC (secondary).

Although the two IDE channels are functionally equivalent, the main hard drive (the drive on which the operating system is loaded) on Dell computers is connected to the primary IDE connector on the main system board.  Dell CD, DVD, and CD-RW drives are connected to the secondary IDE connector on the main system board.

Each IDE channel (PRI and SEC) can control up to two IDE drives, with certain restrictions.  Within the System Setup, the Primary IDE channel and the Secondary IDE channel are each divided into Drive 0 (or Master) and Drive 1 (or Slave).

NOTE:

IDE configuration option include: Both IDE channels (Primary and Secondary) disabled. Either IDE channel (Primary or Secondary) disabled. Drive 0 (Master) on either IDE channel disabled. Drive 1 (Slave) on either IDE channel disabled. In order for IDE devices to be detected, the channel (Primary or Secondary) to which the device is connected must be enabled, and the Drive 0/Drive 1 designation must be set to AUTO.

_{Return to Switch the Data Cables}

IDE Data Cable Basics

Data transfer between IDE devices and the main system board depends on IDE Cables, commonly referred to as "ribbon cables".

An IDE Data Cable

Except for some specialized cables, most ribbon cables have three connectors.  One of the ribbon cable connectors attaches to the main system board. If one of the ribbon cable connectors is blue, the blue connector must be connected to the main system board for proper operation of the attached hard drive.

NOTE:

The placement of drives on the ribbon cable is important. The drive attached to the end of the ribbon cable is assumed by the computer to be Drive 0 (the Master drive) for the IDE channel. The drive attached to the middle of the ribbon cable is assumed by the computer to be Drive 1 (the Slave drive) for the IDE channel.

_{Return to Reseat the Data Cables}

Jumper Settings Basics

Jumper settings on IDE drives work in conjunction with the position of the drive on the ribbon cable.  The position of the jumper dictates the designation of the drive.  In some cases, the jumper is required to "force" its drive to assume Drive 0 (Master) or Drive 1 (Slave) designations.

There are three possible jumper settings:

• Master, or Drive 0
• Slave, or Drive 1
• Cable Select

Typically, there are markings near the jumper bank on the drive that indicates jumper positions.  Drive designations are commonly abbreviated as MA (Master), SL (Slave) and CS (Cable Select).

Most Dell computer systems are set in the Cable Select jumper position.  Normally, drives configured as Cable Select drives will automatically assume the Master/Slave designation determined by the position of the drive in the ribbon cable (see the NOTE under IDE Data Cable Basics).

Important:  If a drive is jumpered in the "Slave" position, it will not function unless there is a drive which is jumpered to "Master" on the same IDE channel.

Illustration of Typical Jumper Location on Rear of Drive

Close-up Illustration of Jumper Bank

NOTE:

The above illustration does not necessarily depict the proper jumper setting (position) for your particular drive.

_{Return to Check the Jumpers}

A Troubleshooting Scenario


Drive X on the PRIMARY IDE channel is functioning properly.  Drive Y on the SECONDARY IDE channel is not being detected by the computer.


We assign names to the data cables for clarity. Before changing anything inside the computer:

• The data cable attached to Drive X will be called "Data Cable X".
• The data cable attached to Drive Y will be called "Data Cable Y".

In this scenario, since Drive X is operational, we can take for granted that:

1. Drive X itself is functional;
2. The data cable to Drive X (Data Cable X) is functional, and;
3. The PRIMARY IDE channel is functional.

As long as the BIOS settings for both IDE channels are enabled, the three most probable options are: Drive Y is defective, the data cable to Drive Y is defective, or the IDE channel is defective.   It is extremely unusual for more than one component to simultaneously fail.


Following Step One under "Check the Data Cables", we reseated the data cables.  There was no change in the functionality of Drive Y.  We can conclude that the electrical connection between the main system board and Drive Y was not the culprit.


Following Step Two under "Check the Data Cables", we switched the data cables so that Drive Y is now connected to the PRIMARY IDE channel, using Data Cable X.  Conversely, Drive X is now connected to the SECONDARY IDE channel using Data Cable Y. After switching the data cables and rebooting, we note the results.  Drive X is detected or not detected.   Drive Y is detected or not detected.


Following Step Three under "Check the Data Cables", we connected Drive X to the PRIMARY IDE channel using Data Cable Y. We connected Drive Y to the SECONDARY IDE channel using Data Cable X. After swapping the data cables and rebooting, we note the results.  Drive X is detected or not detected.  Drive Y is detected or not detected.


Conclusions:

• If drive X is not detected after Step Two, the problem could be either Data Cable Y or the SECONDARY IDE channel.
  
  
• If Drive Y is not detected after Step Two, the problem is with Drive Y, since we know the PRIMARY IDE channel is functional and we know that Data Cable X is functional.
  
  
• If Drive Y is detected after Step Two, we have additional conformation that there is a problem with either Data Cable Y or the SECONDARY IDE channel.
  
  
• If Drive X is detected after Step Two, we have additional confirmation that there is a problem with Drive Y, since the detection of Drive X is dependent on a functional data cable and a functional IDE channel.
  
  
• If drive X is not detected after Step Three, we can conclude that Data Cable Y is the problem, since know that Drive X was originally functional and we know that the PRIMARY IDE channel was originally functional.
  
  
• If Drive Y is not detected after Step Three, but was detected after Step Two, we know that the SECONDARY IDE channel has a problem, since the drive was detected when connected to a known-good IDE channel and a known-good data cable in Step Two, and is connected to a known-good data cable in Step Three.

Overview

1. What You Need to do First
2. Steps for Troubleshooting

Additional Information

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What You Need to do First

Please adhere to the following guidelines while troubleshooting your DVD-ROM drive:

• Always use a clean, scratch-free DVD disc when testing.
  A DVD-ROM drive is significantly more sensitive to scratches and dirt on the disc than a CD-ROM drive.
  
  
• Always be sure to test multiple DVD discs in each step; this will ensure that the problem is not isolated to a particular disk.
  If the problem only occurs with a particular disk, the disk is likely defective or incompatible with your drive. 

Return to Overview

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Steps for Troubleshooting

To verify the basic function of your DVD-ROM drive, perform the following steps:

1. Close all running programs.
2. Insert a DVD disk into the DVD-ROM drive.
   If the DVD begins to autorun, this is an indication that the drive is able to read the media.
3. Close the DVD splash screen if it appears.
4. Double-click the My Computer icon on your Desktop.
5. Right-click on the drive letter for your DVD-ROM drive.
6. From the pop-up menu, left-click Explore.
   A window should appear displaying the directories on the DVD media.
7. Attempt to open (read) the various directories by double-clicking on them.

If you are unable to explore the DVD disc in Windows, perform the following steps:

NOTE:

The following test requires that you have access to a boot disk with real-mode drivers that will allow you to access your DVD-ROM drive in DOS. This test outlines the steps when using a Windows 98 Startup disk.  If you are running Windows 98 and do not have a startup boot disk: click the Start button, point to Settings, and then click Control Panel. Double-click Add/Remove Programs. Click the Startup Disk tab, and then click Create Disk. Follow the prompts to create the diskette.

1. Insert a DVD disk into the DVD-ROM drive and insert your Windows 98 Startup diskette into the floppy drive.
2. Restart the system.
   The system boots to the floppy disk.
3. Choose the option to Start Computer with CD-ROM support.

   NOTE:

   During the boot process, the startup disk will enable DOS access to the DVD-ROM drive. Take note of the line displayed above the A:> prompt. This will indicate the drive letter assigned to your DVD-ROM drive.

4. Type x: and press the <Enter> key, where x is the drive letter assigned to the DVD-ROM drive.
5. Type Dir and press the <Enter> key.

If the DVD drive does not read the disc (display the directory contents), try other discs. Ensure that the discs are inserted properly. If the drive will read in DOS, but not in Windows, refer to Dell Knowledge Base Article:

FA1011018

—

"What steps should I take to troubleshoot my CD or DVD drive if it stops working?"

Return to Overview

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Additional Information

If you are able to read the DVD media, it is very unlikely that the DVD-ROM drive is the cause of the DVD problem. The problem is probably software related (although, if you are using a hardware DVD decoder, this device may also be a possibility). Typical steps for troubleshooting DVD include: verifying your display settings, cleaning out the Windows^® startup environment, and reloading the DVD decoding or video adapter software. Search support.dell.com for more information on these topics. It may also be useful to search for software updates for your decoding software or video adapter at support.dell.com.

File Download

1. Browse to support.dell.com.

   NOTE:

   You may need to change or enter your Service Tag information if you have more than one Dell system or if this is the first time you have visited your Dell Support site. For more information about your Service Tag, refer to Dell Knowledge Base Article: FA1027149 — "What is the Dell™ Express Service Code and the System Service Tag and where can I find it?"

2. Click the link for Downloads.
3. Search for the latest version of the video drivers under Video for your system.
   
   NOTE: For more information about searching for and downloading files from Dell, click the Help link.
   
   
4. Repeat steps 1-3 for the latest version of the decoding software under Storage for your system.

This article provides steps to test the basic functionality of the DVD drive (data-reading). Although drive failure is uncommon, the DVD drive should be tested in the event that a problem arises while playing DVD media in order to rule out the drive as the cause of the problem.

When you play DVD media, there are two distinct operations occurring. One is the reading of the data off the DVD disc, which is the function of the DVD-ROM drive. The other operation is the data decoding process, which is carried out by decoding software or a separate hardware data-decoding device. This document provides steps to test the basic function of the DVD-ROM drive (data-reading). Although it rarely fails, the DVD drive should be tested in the event that a problem arises while playing DVD media in order to rule out the drive as the cause of the problem.

Discussion

This document only pertains to issues where you have sound in all programs except for DVD audio.

Solution

General configuration for all sound cards

DVD Control Panel Settings

With the latest version of the Dell DVD player, there is the ability to play sound through a decoder card digital out jack (also known as S/PDIF). Unless your speakers and sound system are configured to support this feature, the S/PDIF option must be disabled. To disable the S/PDIF setting, left-click on the "S/PDIF" bottom in the DVD "Panel Control."

You can consult Dell Online Technical Information to determine if your speakers have digital capabilities. To do this: browse to http://support.dell.com/us/en/home.asp, click Reference, click User's Guides, click Accessory, and then click Speaker.

You can access the DVD control panel by starting the "DVD Player." Click on START | PROGRAMS | DVD PLAYER. Then right-click the DVD window. On the menu that appears, left-click on the option for "Panel Control." The following set of controls will appear on your screen: (Figure 1)

Figure 1

NOTE: the S/PDIF button is enabled in this picture.

Sound Mixer Settings

Ensure the "Auxiliary Input" option (Figure 2) is selected or not muted in your mixer control panel. You can access the native Window mixer controls by following these steps:
Windows^® 98:
Click on START | PROGRAMS | ACCESSORIES | ENTERTAINMENT | VOLUME CONTROL.
Windows 95:
Click on START | PROGRAMS | ACCESSORIES | MULTIMEDIA | VOLUME CONTROL.

Figure 2

NOTE: The above mixer will be shown if you have a Sound Blaster^® card installed. Some of these selections, such as the Microphone and Auxiliary, have already been added manually. Your mixer may have different settings for the mute option depending upon the sound card with your system. If there is not a listing for "Auxiliary" when the mixer control panel opens, left-click on "Options" and select "Properties" from the menu that appears. A new window will appear and, under the section entitled "Show the following volume controls", scroll down the list of available devices and place a check in the box for "Auxiliary." Once you have marked your selections, click on the "OK" button and they will be added to the mixer control panel.

Configuration specific to Sound Blaster Live Value!^™ sound cards

Speakers with digital audio capabilities

If you have speakers with digital audio (S/PDIF) connections, such as the ADA-880 speakers, you should enable the "S/PDIF" feature, in the DVD Panel Control, only while playing your DVD title.

Some selections on volume control cannot be unmuted

While attempting to unmute the "Auxiliary" option in your "Mixer Control," you may notice that other options adjacent to the "Auxiliary" become muted. When attempting to unmute these options, other options become muted. The result will be that one or more categories will always be muted. The file MUTE-FIX.EXE patch is available to correct this problem.  To download the patch, perform the folowing steps:

1. Browse to support.dell.com.
   
   NOTE: You may need to change or enter your Service Tag information if you have more than one Dell system or if this is the first time you have visited your Dell Support site. For more information about your Service Tag, refer to Dell Knowledge Base Article: FA1027149.
   
   
2. Click the link for Downloads.
3. Search by the exact filename for MUTE-FIX.EXE.
   
   NOTE: For more information about searching for and downloading files from Dell, click the Help link.
   
   
4. Save the file to the Windows Desktop.
   A Mute-Fix.EXE icon appears on the Windows Desktop.

To install the Mute-Fix patch, perform the following steps

1. Double-click the Mute-Fix.EXE icon.
   The WinZip Self-Extractor appears indicating that the files will extract to C:\WINDOWS\Desktop.
2. Click Unzip.
   A message appears stating the 2 file(s) unzipped successfully.
3. Click OK and then click Close.
4. Double-click My Computer, double-click the C: drive, double-click WINDOWS, and then double-click Desktop.
5. Double-click Readme.txt and follow the installation instructions to apply the patch.

Why is there no sound coming from my DVD movies?  I have a SoundBlaster Live! Value sound card, and all system sounds work fine.

There are two items to check to help resolve the problem:

• Check to see if the DVD audio is muted.
• Check the SPDIF button in Panel Control of the DVD Player

To check to see if the DVD audio is muted, perform the following steps:

1. Click Start | Accessories | Entertainment | Volume Control. The "Master Out" Window appears.
2. Click Options on the menu bar.
3. Click Properties.
4. In the "Show the following volume controls" window, select or check the Auxiliary Control checkbox.
5. Click OK. The "Master Out" window re-appears. 
6. Ensure that the Mute checkbox under "Auxilary Balance" is not selected or checked.

If you still do not have DVD audio, perform the following steps:

1. Right-click on the DVD video window in the DVD Player, and click on Panel Control.
2. Click on the SPDIF button located on the lower left of "Panel Control."

For help with specifics on your Dell system, or additional troubleshooting support, search the "Support Your Dell" at the Dell Web site. Dell provides you with the troubleshooting tools necessary to resolve most any problem.