Dell Hell

[Tom Tanquary]

OK, on the off chance that one of the brains here just might know what's what with this problem, I thought I'd ask....

I have this Dell desktop that's about 6 months old running XP-Pro. It started having these infrequent screen freezes after about a month. In Jan they got a lot worse. I got a hold of Dell through their email tech service, followed a whole bunch of instructions that lead nowhere, and they finally sent a guy to the house to replace the motherboard. The problem got dramatically worse after that. I now have about 2 freezes an hour and can only reboot by unplugging the computer. I have also spent days playing phone tag with India.

So the freezes come in different forms but the most popular is the one where the screen is covered with these short horizontal flashing lines of multiple colors. Most of the time I have only Firefox or Thunderbird running. I've ran the tests for just about everything including memory, I've scrubbed the registry, and I don't have any outdated drivers or programs.

Any thoughts before I drop it off the end of Huntington pier?

thx

t

[Henry Bjoin]

Could it be a defective video(graphics) card?

[Greg Peng]

^ What Henry said.

[Tom Tanquary]

video card is incorporated in the mother board which Dell replaced, and made things worse

thanks

[Karl Asseily]

I assume you've already run an anti-virus program with the latest defs ? Because I have seen problems like this happen before, due to viruses.

Otherwise, it can also very well be a power supply problem, not delivering sufficient and/or clean power to your motherboard.

Or it could technically be a ventilation problem, leading to the computer overheating.

Just throwing ideas out there, besides the already responded defective video card.

Good luck

Karl

[Greg Peng]

Would it be too much trouble to try a completely fresh install of Windows and all programs?

[George Schilling]

OK, on the off chance that one of the brains here just might know what's what with this problem, I thought I'd ask....

I have this Dell desktop that's about 6 months old running XP-Pro. It started having these infrequent screen freezes after about a month. In Jan they got a lot worse. I got a hold of Dell through their email tech service, followed a whole bunch of instructions that lead nowhere, and they finally sent a guy to the house to replace the motherboard. The problem got dramatically worse after that. I now have about 2 freezes an hour and can only reboot by unplugging the computer. I have also spent days playing phone tag with India.

So the freezes come in different forms but the most popular is the one where the screen is covered with these short horizontal flashing lines of multiple colors. Most of the time I have only Firefox or Thunderbird running. I've ran the tests for just about everything including memory, I've scrubbed the registry, and I don't have any outdated drivers or programs.

Any thoughts before I drop it off the end of Huntington pier?

thx

t

Tom, I feel your pain. Unfortunately, I can't help you as I'm as computer ignorant as one can get.

Sorry about this hijack, but I have to share this.

I've had several very positive, almost unbelievable dealings with Costco Concierge Service. About 1.5 year ago I purchase a new laptop from Costco. I had a problem similar to yours Tom. I remembered Costco Concierge and found the card that I had saved that came with my computer. My call was answered after just a few rings by a real person who not only was extremely professional and courteous, but extremely knowledgeable. With my card number, they knew exactly what computer I had. After determining it needed repair, they had a prepaid shipping box delivered to my office the next day. During the time my computer was at HP, I got a call every other day from the same representative following up and calling HP to check on the progress of my repair and even after I got the computer back I got a call making sure everything was OK. Unbelievable service. Since that time, I have called on other occasions, each time receiving the same professional service, and getting help even when my issue was not their problem.

Since then, I have bought two other computers from Costco and I'm now in the market for two more. Guess where I'm going for the purchase?

BTW, I just called Costco Concierge about a TV Amalia purchased just under 4 years ago. It had a one year warranty. Yesterday they sent a repairman who fixed the TV at no
charge.

I love this corporation. This is an example of why free markets are the only way to go.

[Will Kalman]

Sounds like hardware to me. I had a Dell laptop motherboard replaced and it was defective with lockups. The second replacement has been running well for 3 years. Tell them you want a whole new machine and you'll swap your hard drive into it.

This is assuming it's not overheating, which is still a Dell-come-fix-it problem.

[Tom Tanquary]

All good things to look at, guys. Thanks. I thought about a total reinstall but the time for me to that just isn't there right now.

What's a good way to tell if overheating is the issue? I see both fans running in back although there is a third one on the board itself I'd have to take the side off to see (obviously).

And I think I'll try Costco. I got my TVs there. Also, I own stock in them so I might as well help the bottom line there.

t

[Will Kalman]

What's a good way to tell if overheating is the issue? I see both fans running in back although there is a third one on the board itself I'd have to take the side off to see (obviously).

Make sure that when the fans are running, that they're actually blowing warm air out. Check the ducts and particularly any fine grating that might be clogged with dust. Blow some compressed air in reverse direction of normal flow.

The best way to test for overheating is to use a software utility that will tell you the temp of your CPU and maybe there is one for your graphics processor. I haven't looked in that space for some time, maybe someone else has a recommendation.

[Dan Shaw]

Is the system freezing to the point where the mouse stops moving? Is it freezing but permitting mouse movement?

If it permits movement of the mouse, then run disk checks and perhaps reinstall.

if it doesn't permit mouse movement, then I would look at your RAM.

my .02. I'd say source up some known good RAM then see how it runs, considering they replaced the Mobo and you say it's become worse.

[Greg Peng]

The best way to test for overheating is to use a software utility that will tell you the temp of your CPU and maybe there is one for your graphics processor. I haven't looked in that space for some time, maybe someone else has a recommendation.

What processor does your computer have?

These are two of the programs I use:
Core Temp:
http://www.alcpu.com/CoreTemp/" onclick="window.open(this.href);return false;

Real Temp:
http://www.techpowerup.com/realtemp/" onclick="window.open(this.href);return false;

[Jeff Stuart]

Intel Integrated Graphics (which is what it sounds like you have) is integrated into the processor in your computer. If indeed it is the integrated graphics chip that is malfunctioning (which is what it sounds like to me) replacing the motherboard wouldn't do anything, they need to replace the processor.

You don't have to go to such an extreme as reinstalling Windows, you could always burn an Ubuntu Live CD and boot off the CD to see if you still have the problem in Ubuntu. If you do, it's definitely the hardware and you need to continue trying to get Dell to help you.

Instructions on Downloading/Running Ubuntu:
http://www.ubuntu.com/getubuntu/download" onclick="window.open(this.href);return false;

After you boot from the CD, there should be an option to try Ubuntu without installing or something to that effect. Just choose that option.

[Greg Peng]

Intel Integrated Graphics (which is what it sounds like you have) is integrated into the processor in your computer. If indeed it is the integrated graphics chip that is malfunctioning (which is what it sounds like to me) replacing the motherboard wouldn't do anything, they need to replace the processor.

I don't think they started fabricating the graphics processor and the main processor on the same chip for mainstream computers until Intel's very recent release. So if Tom has a Dell computer from a few months ago and doesn't have a video card, the integrated graphics chip is on the motherboard. It is possible that the replacement motherboard is also bad, but to exhibit the same symptoms is not typical.

[Jeff Stuart]

Well, he can at least eliminate hardware as the problem by running Ubuntu as I described.

[Q V]

Software doesn't create the problems Tom described up there, it's definitely hardware.

Memory tests were run & I'm guessing it passed w/ flying colors. And "usually" a memory fault would reboot or blue screen an windows machine.

We had similar issues to Tom w/ our Dell Machines @ work - of course, these were 5+ year old machines. Some had multiple issues, but every single one ended up being an issue with the motherboard - blown or bad capacitors; one also had a bad power supply fan (that was the first one to go, lol). This was happening on Windows & Linux machines - screen completely freezes, no mouse movement.

If it's still under warranty, I'd just try to get a replacement. I've rarely had success with any techs/manufacturers fixing mobo/power supply issues.

[Mako Koiwai]

Your issue sounds like what I was experiencing with my gaming PC. When Andrew B. fixed it, he IS a Rocket Scientist ... one of the things he did was play around with different memory sticks ... and that seemed to fix it. I was sure it was a burnt out video graphics board overheating. I'll ask him to comment ... I probably got it all wrong.

[Tom Tanquary]

You guys are doing a bang up job here. Some of the quick checks I've been able to do, like the fans, but I haven't gotten to the memory sticks yet. I'm just slammed for time right now.

Also, I loose all movement with the mouse. Sometimes it's just the cursor that is surrounded by those flashing little lines. And now I'm getting blue screens "bad sys config info" and sometimes the thing won't boot back up. Lost the audio for about 2 days but it came back for some reason.

Ghosts in the machine?

I really appreciate all the help.

Thanks.

t

[Greg Peng]

Do you have any expansion cards (sound card, etc.) plugged into the motherboard? Any other hardware and accessories attached to the computer?

[Kurt Rahn]

I don't do PCs, so I'm not familiar with their internal configuration, but erratic behavior is often caused by bad RAM. If the guy who replaced the motherboard put the potentially bad RAM back into your computer, that might explain why you're still having problems.

[Tom Tanquary]

I'm going to pull out ram one at a time when I get a chance. I believe I have 2 sticks of it in there now. And then see what happens.

So Dell calls me at work today around noon. No matter what I say they call when they want. I say I won't be home until at least 7 pm PST. The guy calls my house at 330pm. What a bunch of idiots.

If only I didn't have this stupid job......... ;)

t

[Tom Tanquary]

OK, anybody that thought memory... ding ding ding.... you win the prize. I had 4 sticks of memory at 1 Gig per stick. Turns out with only one stick the computer runs just fine now. I got to talk with Dell finally tonight and they said something about running XP-pro with too much memory or it being a 32 bit system instead of 64 bit, or something, blah, blah, blah. I'm not a computer person beyond knowing what the parts are. Anyway, they are sending me a whole new computer with Windows 7 on it as a replacement. So what can I say? I can't ask for more than that. It took a while but they came through.

Thanks for all the help on this. I hope it adds to the data base.

t

[Mako Koiwai]

[Tom Tanquary]

Well, I thought the memory thing solved my problems. Whoa up on that.

I have a new computer from Dell and they are already chomping on me to send the old one back. But I need to migrate everything over. The last time I did this I did it all manually and it took me over 2 weeks working on it a few hours a day. Obviously I don't know what I'm doing. So I try this File Transfer Wizard. Just cable the two computers together and viola. First step: you have to use a serial cable. Seriously, a serial cable. How would I do that? I don't get how I can force a serial connector into one of those USB, firewire or HDMI ports. Maybe if I put the connector in a vise. And the wizard only allows me to use a drive not in my system to make this wizard disc, whatever that is. But the only drive in the menu isn't a real drive. I don't have an F: drive. It's like this very cruel joke. And people make money programming this crap?

This is where I can really see Apple's appeal. On my Apple system when I changed computers it was literally a single key stroke to migrate the old computer over - and that was everything including the programs. With a PC they start off with a requirement that I can't even make sense of. And without it, you can't do anything else. And you still have to reinstall all the programs anyway. Apple charges you for hardware. PCs charge you for information.

To get Dell off my back maybe I'll just send the new computer back. I just don't have time for this now. It works fine with only half the memory, slow but fine, and I have too much work to do right now without having to figure this out.

I'm really feeling old right now.

[Q V]

If they sent you the same PC, just swap the hdd's.

Dell's are VERY easy to work on & as far as I can tell, they don't come w/ any "void your warranty" stickers, especially since you already opened it to remove memory ;).

Or if you really want, you can just move over the memory.

Either way will work.