xps 400 problems - help!!

Question

Ok, I'm really going to try to keep this productive, I really could use some advice.  I bought this computer at the end of October 2005 and have had alot of problems.  I've talked with dell support twice.  The first call was over an hour with nothing resolved and my computer really messed up (he disabled many things so that many vital functions no longer worked:  had to go into msconfig and reset a bunch of defaults).  He promised to email me or call me with more help and never did.  I called last night and talked to a different person and she told me since I was still having the same problem it was obviously a software problem and dell couldn't help me.  This was after I refused to do a full restore on my computer (114 GB of photo files etc on it!).  She promised to call me back and the time has come and gone for that return call she was going to do after she did some 'research'.    Here are the issues I'm having.  I am not much of a computer guru, I know a few things but I'm not going to pop the hood and monkey with things, I paid a lot extra for onsite service and if I can't get an answer here, I'm going to have to demand it.   1)  The card readers on the front of the tower don't work.  They did for awhile originally.  They quit and honestly as I was on the phone with Dell the first time they suddenly worked.  Unfortunately that was very short lived and they haven't worked since.  So, the first call didn't end up going into it and the second call to Dell, I got blown off so fast we never got to the issue even though I stated it at the onset of the conversation.  These are four different input slots, the only one of which I've tried or used is the compact flash slot.  The light that sits among them never lights on reboot or when a card is inserted.  I have gotten the same cards to worked via a card reader connected to usb elsewhere on the system.   2)  The most frustrating issue has to do with the internet.  I have always used aol and had dial up connection until DSL came to out neighborhood.  I had to hook up with Qwest phone company and consequently MSN.  I had been reluctant to quit aol due to hassle of changing emails, etc.  So, I'm paying huge fees to two different companies and they don't work!  What's happening is that I can look at any web site I want through MSN or AOL and look among the pages with no problem at broadband speed, but the minute I try to buy anything or to truly interact with the website I get a page that says 'the page cannot be displayed... that the web site might having problems or I may need to adjust my browser settings.  It suggests that I go to tools>internet options>connections>settings and make sure they match the lan and isp settings.  It says more and if someone needs to know what else it says I can copy/paste the page or something.  I have failed in numerous efforts to fix this myself, with Dell the first time, with Qwest DSL and was blown off the second time with Dell.  After the first guy tried to help me with this problem he'd wiped out so many things that none of the internet things worked (actually I think maybe the email portion of aol still worked) until I went back in and reset some defaults.   3)  At random times when I reboot/restart the computer it says the time of day/date is not set and I have to go back into F2 and reset it.  This shouldn't happen and I'm concerned that this would represent a deeper problem.   4)  Sometimes (random) I get a message (usually with restarting) the 'Common Client User Session' has encountered a problem and needs to close.  It appears to have a logo on it that to me seems like a symantec logo.  Is this important and what do I do to get rid of this or fix whatever problem is causing it?   5)  Occasionally when starting a restart I get a message before windows closes that the 'mim.exe' file isn't responding or something and needs to be closed risking the loss of info etc.  Is this important and how do I fix this.   6)  I notice that in Setup (when I was resetting things messed up the first time and when I frequently have to reset the clock) there are a few settings that aren't at the computer recommended defaults.  They are some of the drives are not in the defaults positions, like SATA 123.  I don't know if this is important to this discussion or at all.   When I got the computer I attempted (I think successfully) to uninstall macafee stuff as I already had norton utility.  So, I have spysweeper, norton antivirus and have both norton firewall and windows firewall (not both on at the same time).  The settings have been looked at numerous times and Qwest DSL took me through at this without success.  If anyone still thinks the internet issue is here, i could go through those setting again.   I've had a laptop have a motherboard crash twice in the first 18 months (including october on the way to a two week photo safari and photoshop workshop in tuscany, italy!!) of it's life.  I just had an external hard drive crash at 12.5 months of life (Lacie was NOT helpful and told me that hard drives were not permanant, I guess my expectations were too high!). My last desktop before that had a bad mother board as well.  I guess I'm not trying to be too paranoid here, but this computer doesn't seem right and I need answers.   If we can't come up with something here, can someone tell me how to actually get a knowledgeable tech out to my house.  I'm a very busy professional in the middle of busy season and wishing this wasn't such a hassle.  Any help appreciated

belling · Answer

I forgot to mention that I attempted to order DELL inks for my DELL printer (only place I can get them is DELL) and clicked the link on the notification warning me I was running out.  Of course since my DELL computer won't interact/order/purchase anything I couldn't do it this way and ended up having to call DELL to order DELL ink.  When I talked to the DELL representative about ordering these DELL inks he informed me that I couldn't use my $50 prepaid DELL Gift Card I received for being such a good DELL customer because that was only good on DELL.com.  This of course takes us right back up to the top of this never ending loop of nonsense!!  Neither he (third indian accented individual out of three I've dealt with, which is no big deal except for language and communication barriers) nor his supervisor could seem to see the humor or irony in this situation and made me pay 114.00 for a super saver deal on 4 ink cartridges.

GuardianXPS · Answer

All of the problems your describing are software related, usually created by either a windows update that may have corrupted files or a 3rd party application usually spyware or a virus.   I would try doing a system restore to a day when you didnt experience the problems and go from there.   Guardian

GuardianXPS · Answer

It might appear as a blanket statement, but let me elaborate for you.   '1)  The card readers on the front of the tower don't work.  They did for awhile originally.  They quit and honestly as I was on the phone with Dell the first time they suddenly worked.  Unfortunately that was very short lived and they haven't worked since.  So, the first call didn't end up going into it and the second call to Dell, I got blown off so fast we never got to the issue even though I stated it at the onset of the conversation.  These are four different input slots, the only one of which I've tried or used is the compact flash slot.  The light that sits among them never lights on reboot or when a card is inserted.  I have gotten the same cards to worked via a card reader connected to usb elsewhere on the system.' - Since the card reader worked previously, this would indicate an update or program may have affected the driver or the IRQ for the device. The only way to be sure would be to reseat the device in the tower to see if anything changes. However given what other people have seen similar to you, it was a program that was causing a conflict.   '2)  The most frustrating issue has to do with the internet.  I have always used aol and had dial up connection until DSL came to out neighborhood.  I had to hook up with Qwest phone company and consequently MSN.  I had been reluctant to quit aol due to hassle of changing emails, etc.  So, I'm paying huge fees to two different companies and they don't work!  What's happening is that I can look at any web site I want through MSN or AOL and look among the pages with no problem at broadband speed, but the minute I try to buy anything or to truly interact with the website I get a page that says 'the page cannot be displayed... that the web site might having problems or I may need to adjust my browser settings.  It suggests that I go to tools>internet options>connections>settings and make sure they match the lan and isp settings.  It says more and if someone needs to know what else it says I can copy/paste the page or something.  I have failed in numerous efforts to fix this myself, with Dell the first time, with Qwest DSL and was blown off the second time with Dell.  After the first guy tried to help me with this problem he'd wiped out so many things that none of the internet things worked (actually I think maybe the email portion of aol still worked) until I went back in and reset some defaults.' - Page cannot be displayed is an error from the Internet Explorer, which is a software related issue. Usually a plugin or setting within the software is not able to open the page, so this is where the error comes from. Its usually a setting or conflict caused by another program, which usually is installed from other applications or updates.   '3)  At random times when I reboot/restart the computer it says the time of day/date is not set and I have to go back into F2 and reset it.  This shouldn't happen and I'm concerned that this would represent a deeper problem.' - I would check to make sure you have the most recent bios. The last time I saw this problem was due to a virus changing the windows and bios time stamps.   '4)  Sometimes (random) I get a message (usually with restarting) the 'Common Client User Session' has encountered a problem and needs to close.  It appears to have a logo on it that to me seems like a symantec logo.  Is this important and what do I do to get rid of this or fix whatever problem is causing it?' - This problem usually follows with Symantec or Mcafee security programs. You will probably have to contact symantec for assistance with that error message.   '5)  Occasionally when starting a restart I get a message before windows closes that the 'mim.exe' file isn't responding or something and needs to be closed risking the loss of info etc.  Is this important and how do I fix this.' - This error message is usually caused by Music Match Jukebox. Its possible an application is trying to launch that is tied to MMJ and is erroring out from that launch.   '6)  I notice that in Setup (when I was resetting things messed up the first time and when I frequently have to reset the clock) there are a few settings that aren't at the computer recommended defaults.  They are some of the drives are not in the defaults positions, like SATA 123.  I don't know if this is important to this discussion or at all.' - Not every setting needs to be on the defaults however this is dependant on the hardware. Usually a system restore or reinstall will take care of this.   So, I hope my deep dive explanations covered my earlier statement. All the issues your providing symptoms to are generally software in nature.   I hope this was helpful for you.   Guardian

PenguinNest · Answer

*** DELETED *** Accidentally hit enter!  Message Edited by PenguinNest on 01-23-2006 12:41 PM

PenguinNest · Answer

*** DELETED *** Accidentally hit enter! Message Edited by PenguinNest on 01-23-200612:41 PM Message Edited by PenguinNest on 01-23-2006 12:42 PM

PenguinNest · Answer

Without looking at your PC, I have no REAL idea what's wrong, but I'll take a stab at your problems:

1. The failure of the card reader certainly seems to be a hardware problem - Dell should be fixing this.

2. You clearly cannot connect to any SECURE site page - you get the error when you should be going into a page where security is enabled. Have you tried going into Tools, Internet Options, Security and clicking on "Default Level" (if it's not grayed out), or moving that slider so you have less security and seeing if that helps?

3. This is usually the symptom of a dead date/time battery. Look in your manual for the location of the small lithium battery (sorry, it's somewhere inside your PC) that keeps the date/time when the PC is off and and replace it. If that isn't it, it again could be a hardware problem.

4. Symantec's Norton AntiVirussoftware has many problems that pop up like this. Try doing a LiveUpdate to get the latest program version. If not, you should uninstall and reinstall Norton AntiVirus (or whatever you use) and see if that fixes it. Again, after the reinstall you have to run LiveUpdate to be sure you have the latest program version.

5. Many programs get "stuck" when Windows closes or restarts. You have a problem with a program on your PC, and it's impossible to say which it is. I've had programs like this many times, and only after months when I happen to upgrade all my software from the Internet is the offending program magically fixed! It's annoying, but it's a computer - imagine if our other electronics stuff worked like this!

6. You should try (maybe you have already) to reset the BIOS to its standard settings. I can't think of anything else that might fix strange settings. THIS ASSUMES YOU DON'T HAVE A RAID ARRAY of two or more drives - I've seen postings here from people who reset the BIOS and lost all of their data on a RAID array.

If all else fails, you may have to get help like Best Buy's Geek Squad to come out and check all of your software settings. Good luck!

belling · Answer

so, you're saying the card slots working and not working and now not working at all is software??  The clock working and not working and needing to be reset in Dos is software??   I don't have any idea what specific date all this started happening, it's been going on so long.  If I go to restore, I lose all files stored since then.  I lose all software loaded since then whichever ones those might be, right?   Is there a way to do this that won't cost me 40+ more hours??   It still escapes me how it's so easy to make a blanket statement for all those problems that so conveniently absolves Dell of responsibility when you pay hundreds for a warranty.  Pretty soon the warranty will be just for the tower box, fat lot of good that does the average consumer!

belling · Answer

I appreciate the suggestions so far. I've tried some of these things several times, other I haven't. Several of these things are way beyond the usual consumer or maybe I'm just really ignorant. Is it routine that a person resets or upgrades their "bios", etc.?

At what point do I demand Dell come out for a onsite check like the warranty says??

If they want to restore or partially restore, how do I keep from losing huge amounts of information and software loadings, etc. Software like windows office 2003 and Photoshop cs2 only let you load them so many times. I have a new Seagate external hard drive (300 gb) since my lacie crashed. I have purchased norton ghost but haven't utilized yet. Is that the route to go and all i need to do to not lose info??

GuardianXPS · Answer

Heya,   'I appreciate the suggestions so far.  I've tried some of these things several times, other I haven't.  Several of these things are way beyond the usual consumer or maybe I'm just really ignorant.  Is it routine that a person resets or upgrades their 'bios', etc.?' -So, updates the bios are a common thing all computer owners should do when they become available. I usually check the download site to see if there are any updates available.   'At  what point do I demand Dell come out for a onsite check like the warranty says??' -Dell will not send out a technician to your home until they troubleshoot over the phone first. Dell does not have any techs to send on-site to troubleshoot.   As per the service contract for Qualxserv and Banctec, I will use Qualxserv as the example which was shown to me when I asked the same question: http://www.dell.com/downloads/global/services/con_qualxservHardware.pdf   Prepare for the Call. You will help the technician serve you better if you have the following information and materials ready when you call: your System's invoice and serial numbers; service tag number; model and model numbers; the current version of the operating system you are using; and the brand names and models of any peripheral devices (such as a modem) you are using. Explain Your Problem to the Technician. Now you are ready to describe the problem you are having with your System. Let the technician know what error message you are getting and when it occurs; what you were doing when the error occurred; and what steps you may have already taken to solve the problem. Cooperate with the Technician to Solve Your Problem. Experience shows that most System problems and errors can be corrected over the phone as a result of close cooperation between the user and the technician. Listen carefully to the technician and follow the technician’s suggestions. UNTIL YOU HAVE COMPLIED WITH THE ABOVE PROCEDURES, DELL CANNOT NOTIFY QUALXSERV TO DISPATCH A SERVICE TECHNICIAN TO PERFORM ONSITE REPAIRS. ' If they want to restore or partially restore, how do I keep from losing huge amounts of information and software loadings, etc.  Software like windows office 2003 and Photoshop cs2 only let you load them so many times.  I have a new Seagate external hard drive (300 gb) since my lacie crashed.  I have purchased norton ghost but haven't utilized yet.  Is that the route to go and all i need to do to not lose info??' - If you have Ghost then I would use it on the next reinstall of Windows, and save the information on your external drive. That is what I have done. I hope this helps. Guardian

belling · Answer

So do I use norton ghost on my computer NOW before restore??  You indicated 'on next reinstall' of windows.  That to me means I lose all my files and all my software loaded.  If I 'comply' with what Dell whats I lose all my files and all loaded software.  Is this what I have to do to get them to send out a technician??  Again, thanks for all help.

NemesisDB · Answer

belling, to get a tech you need to demonstrate a hardware problem. try doing this. at the dell screen at startup, press F12 and select to boot to the utility partition. run all the tests. run some tests more than once (using symptom tree or customer tests) as you feel appropriate. if you get an error, it's a hardware problem and dell will replace the part.

always make backups.

GuardianXPS · Answer

Ghost 10 really wont do you any good right now. I would use that program right after you reinstall windows and all its drivers.

I have an image for my portable and all my desktops.

I would backup whatever you can and reinstall the computer.

Guardian

belling · Answer

Now, you're confusing me. You say Ghost won't do me much good now, then you say I should back up whatever I can and reinstall. I was assuming Ghost (9.0 purchased 10-05 after second laptop MB crash) would be how I would back up my current HD.

Last night after several hours trying to make Ghost work I was able to do a complete backup copy of my computer and the little that's on my seagate ext HD. 116 GB took 5 hours and I do see the folder on the ext. HD with the right 'properties' size. The extra time was spent because Norton said I had a trial version even though this was a purchased disk. Remember I couldn't activate things because I couldn't go online to interact with a website. Finally, way deep in Symantec website I found the phone number to actually call long distance to talk with the people across the street from the dell tech staff. Talked with "Shanker" who was nice and told me I had the wrong number and referred me to Shapki who was really nice and immediately solved my problem by giving me new numbers/letters and actually helped me.

I figured I needed to do this first before all the bios etc suggestions. I then turned all the security settings as low as possible off of control panel/internet options. I got numerous pop ups and warnings that this was a bad idea, but persisted anyway since that's what everyone has told me to do and dell has told me none of my problems are their problems and it's all software. Anyway, I did get further into ordering a album and a song off itunes and put credit card info in and purchased them (I think). I can't find the album or song anywhere on itunes so still not sure what happened. (Why does every single step come with so many set backs!!!). I'm not usually a pessimistic person but after months and untold hours and effects on personal and professional life, it's a little frustrating! I have a plethora of professional degrees after my name and don't consider myself an average consumer.

Sorry for the rant, I realize that many of you on this site are "Rah, Rah" Dell people and some are probably employed techies from there, but the realities of customer service come down to one consumer at a time and their satisfaction. Can they do what they need to with the equipment they purchased, that's the bottom line. I think that the individuals that tend to have the "tech support" type of occupation tend to be much more left-brained and tend to be very sharp mentally, but frequently do multiple steps in their heads and consequently do a poor job of verbalizing explanations. They don't realize the actual learning steps required to take the normal consumer through some of these "software" issues. I'm sure the techies have long since tuned me out, thanks to the rest of you for "listening".

GuardianXPS · Answer

Hi Belling,

I apologize for not explaining this better.

For the most part there is no way of telling if the problem you are experiencing is within your operating system. If it is, then backing up with Ghost 10 now will only bring the problems with you.

When I mentioned backing up data, I meant all the files, emails, and favorites so that when you reinstall Windows you can just incorporate them back into the computer. At that point run Ghost 10 so you have an error free image to use when you need to restore the computer.

I hope this helps.

Guardian

GuardianXPS · Answer

The way I backup my data is on an external harddrive, which is also where the Ghost 10 image is stored.

I also am not sure I understand by the Ghost installation. Each company manage the registration and/or keys that the programs use. I am not sure how that works with Symantec.

My home system has NIS2005 and counterspy.

I update regularly and run system checks daily.

I have still never had a problem yet. Just keep in mind that NIS will block any TCP traffic by default if you dont choose always allow. Some programs maybe be blocked and you dont know it either. This is why it is good to check on a month by month basis all the blocked applications in NIS.

Also remember that Internet Explorer also allows the installations of plugins and files. Some of these applications can create problems in your IE.

As a gamer, I deal with smurf, DOS, and spyware attacks daily. So constant vigilance is necessary.

Just a thought.

Guardian

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xps 400 problems - help!!

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