OSL Support: Dell Service & Troubleshooting

Contacting Dell Service

All desktop and notebook computers purchased through OSL from Dell have a service contract for parts and labor. All OptiPlex systems purchased since November 2004 include four years of service. Latitude notebooks come with three years of service, except for notebooks purchased since 2007.
Before contacting Dell for service, make sure you have the Express Service Code and the Service Tag for the computer. This information is usually on a sticker on the side or front of the computer case.
Call Dell Gold Technical Support at 866-876-3355.
You can also submit your request for service on the Dell support site. Registration is required before you can use Dell Premier Support.
Additional Dell contact information.
Dell Account Login for personal accounts.
If you have any problems using Dell service, contact OSL Support.

Updated: 6/30/08

Manuals

The latest guides to working on all Dell systems are available at Dell Support. From the top-level menu select "Technical Support", and follow the prompts to select model number. Manuals, driver downloads and configuration information will be available.

Manuals and Guides for Optiplex computers

Solving Problems

Updated: 6/30/08

Troubleshooting Tips

When a system is having problems, it is good practice to remove all cables, and then plug them in again and restart the computer.
Dell Optiplex systems have built-in hard drive diagnostics. To run them, start the computer and press "Control ALT D" (at the same time). The IDE Drive Diagnostics will list and test any installed drives.
If the keyboard on a GX-280 doesn't work after you've moved it, or you've put a different USB keyboard on the system, plug the keyboard into the same USB port as it was before you moved it. Sometimes it takes a few minutes before Windows XP will notice the keyboard. But after that, the keyboard will operate normally when you boot the system the next time.
CD-ROM drives are designed to operate horizonally. If a Small Form Factor or Small Desktop system is mounted vertically on a stand, the CD-ROM drive will not work reliably. If you have to use the CD-ROM drive on a SFF/SD machine, set it down flat (horizontal orientation). Good luck!
USB devices may work better if you update the BIOS. This applies to GX-260s, GX-270s and GX-280s. USB support seems to be one of the areas that Dell has tweaked repeatedly. BIOS updates are available at Dell Support.

Updated: 5/31/05

Reset BIOS to default

If a Dell Optiplex system is having trouble detecting an existing piece of hardware, such as a CD-ROM drive, it might help to reset the BIOS to a default status. This procedure will not reset the BIOS password.

Boot the system. Press F2 to enter the BIOS setup.
Press ALT-F
Press ALT-B
Computer will restart and display a message indicating it is re-detecting IDE drives. After a minute or so, Windows will start. Test the device that wasn't working before.
If you want to restore other BIOS settings you have set, such as the boot sequence, you will have to restart the computer and enter BIOS setup again.

Posted: 5/31/05

Remove BIOS Password

It is a good security practice to configure the BIOS Setup password on Dell computers, especially on public computers. Otherwise, anyone can set this password, or the administrator password, and lock everyone out of the system. But sometimes the record of this password gets lost, or the password was enabled by non-staff.

The most reliable way to clear the BIOS setup password is to open the computer case and remove the password jumper on the motherboard. This process clears both the setup and administrator passwords. (For the record, you shouldn't use any of the BIOS reset software tools available on the Web. These programs are like using a hammer to sew a button.)

Remove the power cord from the back of the computer, and open the case
Ground yourself before touching anything inside the computer case
Locate the password (PSWD) jumper on the motherboard
Remove the PSWD jumper
Close the computer case and reconnect cables. Boot the computer in Windows.
Shut the computer down again, and remove the power cord
Put the jumper back on the PSWD pins on the motherboard
Close the computer case and reconnect cables. Boot the computer.
Press F2 to enter the BIOS. Enter a new setup password.

Updated: 5/27/05