Troubleshooting Dell Hardware with Ubuntu on your Dell Desktop or Notebook PC

The following article provides information about possible hardware issues you may experience on a Dell PC with Ubuntu installed.

Table of Contents:

1. Introduction
2. Video Issues
3. Startup or other unlisted Issues
4. Wired Networking Issues
5. Wireless Networking Issues
6. Application or Program Issues
7. Printer Issues

Introduction

The information below takes you through basic troubleshooting of your Dell hardware on your Desktop or Notebook PC. Dell supports your systems hardware under your warranty terms. However for most software issues that require more than an operating system reinstall, you are directed to community support to resolve your issues. While this article covers some software issues, they are used to prove or disprove a fault with the systems hardware.

Note:
Software support is provided by Canonical through the following methods:

• Ubuntu Community Support - Ask Ubuntu 
• Ubuntu Community Forums 

Technical Support is provided by Dell:

• Ubuntu operating system Frequently Asked Questions (FAQs)
• Contact Us

You need:

• Ubuntu Live Media - either on a bootable USB stick or DVD
• Access to the Onboard Dell ePSA diagnostics

Follow these instructions to create bootable Ubuntu Live Media:

1. Download the latest Ubuntu LTS image from Ubuntu.com. 

2. Create a bootable USB stick or DVD with the Dell Ubuntu image.

   • Burning a bootable DVD on a working Windows PC (Windows 7 / 8):

     • Burning a bootable Ubuntu DVD:

       1. Right click on the downloaded ISO image and select Open with > Windows Disc Image Burner.

       2. Select the location of your DVD-RW drive and choose Burn. (I recommend you check the Verify disc after burning option, it will confirm that the image has been burned correctly.)

     • Burning a bootable Ubuntu USB stick on a working Windows PC (Windows 7 / 8):

       1. Download a USB installer such as Pen Drive Linux's USB Installer. 

       2. For this particular installer - select Ubuntu from the drop-down list.

       3. Click Browse and open the downloaded ISO image.

       4. Choose the USB drive and click Create.

If you have reinstalled Ubuntu at any point or do not know how to run the ePSA diagnostics please check out the articles linked below:

• Resolve Hardware Issues Using ePSA or PSA Diagnostics and Guide to Error Codes
• How to Link to the Dell Diagnostic partition from your Ubuntu Linux operating system on a Dell PC

Note: If your system is out of warranty, you are charged for any parts and engineer costs involved. Did your system ship with Ubuntu already installed from the factory? If Not you may be required to return the system to its original operating system before any further steps can be taken.

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Video Issues

1. Run the onboard ePSA diagnostics on your system. (Press the F12 key rapidly at the Dell Splash screen and select Diagnostics from the onscreen menu.)

   • If the diagnostics pass all tests, then proceed to the next step.

   • If the Diagnostics fail, write down the error code and your authentication code. Call in to your local Technical support or go to this online support page Enhanced PreBoot System Assessment to take the issue further.

2. It looks like a software issue so start the computer using the Ubuntu Live Media. (Press the F12 key rapidly at the Dell Splash screen and select the appropriate boot option from the onscreen menu.)

   • The video issue is not exhibited: It is a software not a hardware issue. The recommended action is an Operating system reinstall as testing with a known good working operating system does not see the same problem.

   • The video issue is exhibited: Search online for Video Card Software Troubleshooting in the Ubuntu Communities.

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Startup or other unlisted Issues

1. Run the onboard ePSA diagnostics on your system. (Press the F12 key rapidly at the Dell Splash screen and select Diagnostics from the onscreen menu.)

   • If the diagnostics pass all tests, then proceed to the next step.

   • If the Diagnostics fail, write down the error code and your authentication code. Call in to your local Technical support or go to this online support page Enhanced PreBoot System Assessment to take the issue further.

2. If the system passes the diagnostics, then it has passed POST (Power On Self-Test). The issue is an operating system startup or some other unlisted software error. Start the Computer and boot to the Ubuntu Live Media.

   • The system functions properly after booting to the Ubuntu Live Media: The recommended action is an Operating system reinstall as testing with a known good working operating system does not see the same problem.

   • The computer does not function properly after booting to the Ubuntu Live Media: Search online for Startup and Boot Troubleshooting in the Ubuntu Communities.

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Wired Networking Issues

Follow the instructions on the article linked below:

• How to troubleshoot network issues in Ubuntu Linux on your Dell PC

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Wireless Networking Issues

Follow the instructions on the article linked below:

• How to troubleshoot Wireless network issues in Ubuntu Linux on your Dell PC

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Video Issues

1. Application or Program Problem: Search online for the "Application or Program name" Troubleshooting in the Ubuntu Communities.

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Printer Issues

1. Determine if this is a Dell-branded printer?

   • This is not a Dell™ branded printer: Verify that the printer is recognized in Hardware Manager in Ubuntu.

     1. Click System, point to Preferences, and then click Hardware Information. The Device Manager window appears.

     2. Verify that the printer is recognized.

     • The printer is recognized: Contact your printers manufacturer to troubleshoot this further.

     • The printer is not recognized:

       1. Try another power and data cable and another port (USB, Serial, LPT1, etc.)

       2. Try another USB Device, if the printer is connected via USB.

          • Another known good USB device is also not recognized: Contact your local technical support.

          • Another known good USB device works fine: Contact your printers manufacturer to troubleshoot this further.

   • This is a Dell™ branded printer:

     1. Ensure that the printer has power.

     2. Start the computer and boot to the Ubuntu Live Media.

     3. Click System, point to Preferences, and then click Hardware Information. The Device Manager window appears. Verify that the printer is recognized in Hardware Manager in Ubuntu. If the printer is recognized go to Installing a Dell Laser Printer on an Ubuntu Operating System.

     4. If the printer is not recognized, cycle the power on the printer and attempt to print a test page. If the printer does not print a test page, contact your local technical support to report an issue with the Dell Printer.

     5. Restart the Computer and check again if the printer is recognized.

        • The printer is recognized: Installing a Dell Laser Printer on an Ubuntu Operating System

        • The printer is not recognized:

          1. Try another power and data cable and another port (USB, Serial, LPT1, etc.)

          2. Try another USB Device, if the printer is connected via USB.

             • Another known good USB device is also not recognized: Contact your local technical support.

             • Another known good USB device works fine: Try the printer on another Computer.

               1. The printer does not work on another computer: Contact your local support to report an issue with the Dell printer.

               2. There is no other computer available or the Printer does work on another computer: Installing a Dell Laser Printer on an Ubuntu Operating System

             • A known good USB Cable solves the issue: Replace the faulty USB Cable.

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