<p>HELP!! For the past two weeks, D's PC has been having a host of problems ranging from being unable to connect to the internet at various times (although our wireless is working fine on all other computers), to her computer shutting itself down (even when she is not on the internet) - sometimes while she's working, sometimes while it's sitting idle. Also, her printer has been turning itself on and off randomly, and sometimes it sounds like it's printing, but no print jobs have been sent. There have been a few other more minor issues, but they have been resolved.</p>
<p>The main problem is that the computer is under warranty, and the techs at Dell have not been very helpful. I feel like they are just running through a script, and everything is "not a problem" - but it is a problem because D's computer is still not working after the two of us spending hours and hours with their techs over a two-week period. Also, twice we have been promised calls back within a certiain time period, and both times, the techs have not called us back at all. My question is 2-part 1)since we are under warranty, if I call in a private tech to fix the problem, does that void the warranty, and 2) since we are under warranty and they have not fixed the problem, what can I do to get them to make this right?</p>
<p>By the way, I have disconnected/reconnected everything several times - sometimes it helps and sometimes it does not - but even if I get the computer to work, the problem keeps repeating itself. Obviously, that means at least some of her work has been lost (though not all of it, thankfully).</p>
<p>By the way, D really needs to use the computer - she has two extremely important projects (one for a national competition and one for a state competition) which are both due next week. Not to mention that she has actual homework to do! </p>
<p>Any suggestions would be most appreciated. Thanks!! Even if nobody is able to help me, at least I was able to vent.</p>
<p>First of all, if you haven't done so already, back up her work (pen drive, CD, email, etc) so that if something goes really wrong, all is not lost.</p>
<p>Most computers come with a CD of diagnostics (or they are preloaded onto the computer). Do a google search about how to access and run these diagnostics for her computer. Run all of the available tests, and make sure to note any error messages you receive. If nothing turns up on the first try, do it again immediately after you have another problem. Some components of the computer also have their own diagnostic software - you can go to dell and figure out her computer's configuration and then use google again to find and download those diagnostics (may have to find a way to transfer them to her computer if you can't get online with it). If you do get an error message, call Dell again, explain the problem and give them the error code. I've had great success with this method at getting Dell techs to listen to me (replaced 2 hard drives, 2 motherboards, and a screen hinge over the past 4 years)...</p>
<p>Hope something works out for you and you can get the problem resolved!</p>
<p>Thanks for the responses mathmom and Ctheflute. </p>
<p>Mathmom, I don't think the problem is with the fan because the problem sometimes happens less than 5 minutes after the computer is turned on - but since that is a hardware issue, I wish that were the problem, because then they would send a service tech to the house to deal with it.</p>
<p>Ctheflute - we haven't backed up everything yet, so thanks for the reminder - the problem is going to be getting the computer to stay on long enough for us to get that done. As far as running the diagnostic tests - I will try that if I can figure out how - I'm not especially computer literate, so that may be part of the problem. Also, we are still having a problem getting the online service to work on her computer, so for now, Dell can't get access. I'm glad you have had success dealing with Dell though - at least that gives me hope.</p>
<p>Limomof2-
Assuming it is a laptop, have your D try this if she already has not. Remove the battery from the computer and try to run it using only the adapter connected to the electrical outlet. See if it shuts down. If it does not, she has a battery problem. </p>
<p>One of S's friends had a similar problem and he was able to diagnose a battery problem using this procedure. The funny thing was, it was shutting down as long as the battery was in the computer even when the adapter was being used. Without the battery pack in it, it worked fine.</p>
<p>LIM,
Son also has a Dell and he just seems to think it runs very slowly, it has frozen a few times (of course at the worst possible time). Finally over spring break he sent it back to them (it was overnighted at Dell's expense and returned to us before son returned to school). I don't know what they did, but it has improved things a lot. Of course for your daughter, this is not the time to be having computer issues. Son has learned the need to back up everything on his flashdrive thing we bought him.</p>
<p>Yes, a complete virus scan is definitely in order.</p>
<p>On our computers, in addition to anti-virus and firewall software, we have installed Ad-Aware and Spybot Search and Destroy which are free downloads. I believe I got them from pcworld.com. There may be others out there but these are the two I use. It is amazing the number of files that get on a computer simply by searching the web.</p>
<p>First, karp - it's a desktop, not a laptop, so it's not a battery issue. Also, we have been connected to Dell Tech Support Chat several times and they have run many diagnostic tests - but we can't do that now as we can't even get the computer to connect to the internet (although as I said, our internet is working fine on all other computers).</p>
<p>nngmm - although D has some geeky friends, they're not computer geeks - so no help on that front. We have run the anti-virus software, and there doesn't seem to be a problem.</p>
<p>septembermom - I would love to ship the whole system back to Dell and have them fix it and have this whole problem settled once and for all. We do have other computers, so I would be willing to do that - it's just that it's hard transferring all the work onto disks when the computer keeps shutting itself down. Unfortunately, Dell has not offered me that option. I think I will call them and ask if we can do that as we are getting nowhere working over the phone.</p>
<p>emeraldkity - at least I know I'm not alone. Thanks for trying to help. I will try blowing the dust out of the fan area - since both the yahoo person and mathmom both mentioned fan problems, maybe that is the issue. Still doesn't explain the internet problem though.</p>
<p>Thanks for all the suggestions though. I will work my way through them and let you know what, if anything happens.</p>
<p>you can buy a case for the hard drive that turns the hard drive into an external harddrive temporarily. You can then plug it in to another computer via USB and move all the data that way. It was about $30 when I bought it.</p>
<p>from what I have heard, windows will allow installation of worms and viruses without your knowledge.
I would get a backup drive- ( they are pretty cheap now) and reinstall everything- but also use some utility to protect the drive like AntiVirus</a>, Anti-Spyware, Endpoint Security, Backup, Storage Solutions | Symantec Corp. Norton</a> Ghost 14.0 review - PC Advisor ?
I had a fan problem with my laptop, but it was fixed by software update.
a background application may be running which is putting more stress on the chips-
another suggestion if she can't back up right away is to email her info to herself & it will be stored on the server.
good luck.</p>
<p>Well, D has gotten her computer to work again - we'll see how long it lasts this time. Something tells me we are not in the clear yet.</p>
<p>ec1234 - I'll have to look into that - I'm not exactly sure what you mean, but I can ask at the computer store. I'm familiar with flash drives, but I don't think that's what you are talking about.</p>
<p>emeraldkity4 - I believe D's computer has McAfee to protect it against viruses, spyware, etc. Your suggestion that we get a backup drive sounds good - although like I said, I'm really not that good with computers and my brain starts to shut down when it comes to anything involving technology. I guess I can tell D to do the backup and then reinstall everything. I think I already suggested that she email everything to herself both at her regular email account and to her account at school, just in case (hopefully, she listened). I'm also pretty sure she copied the documentary she made onto a CD or a DVD - and that is really the most important thing at this point. I think her other project should be ok, and her homework she can do on any of our computers.</p>
<ul>
<li><p>First, backup your data. You don't necessarily need to backup the whole drive since the applications should be reinstallable from the riginal CD/DVD media but backup things like documents, pictures, spreadsheets, powerpoints presentations, music, etc. You can backup pretty quickly (depending) to a flash drive and large flash drives aren't so expensive now. She can also backup to CD or DVD if the computer has that capability. Another option is to purchase an external hard drive and backup to it. This isn't a bad thing to do anyway since then she'll have a place to do regular backups to. You can get a pretty large capacity external drive for < $150.</p></li>
<li><p>What's unusual is that you say the printer is also having strange power down problems. If the computer and printer are both plugged into a 'power strip', replace the power strip. If this doesn't work, see if plugging the computer and printer into the wall in a different room help solve the problem. If this is at her dorm, then try having her plug into a different outlet (with a different power strip) there if she can.</p></li>
<li><p>Check the power supply fan to make sure it's working. This is easy to do on a desktop since the fan is right there at the back of the computer. You can check by holding a piece of paper to it. There could be two fans, one for the power supply and the other for the chassis - check both.</p></li>
<li><p>If you can, take the cover off of the desktop (usually this is very easy on Dell desktops and often doesn't require even a screwdriver - check the documentation if you don't know how). After the cover's off, power on the computer and make sure the fan cooling the microprocessor is really working. The fan might be right on top of the microprocessor or there might be a fan with a shroud to the microprocessor. The Microprocessor is the biggest 'chip' plugged into the motherboard.</p></li>
</ul>
<p>Note 1 - The microprocessor can get 'very' hot within just a minute or two so even if it's shutting down after only 5 minutes it could be due to a heat problem. Make sure you don't touch the microprocessor even if the fans are working since it can easily burn you. </p>
<p>Note 2 - if Dell actually physically looked at the PC (as opposed to just being on the phone) they would have checked these out.</p>
<ul>
<li><p>Unusual things like a power supply failing intermittently or a motherboard issue (like a stress crack or cold solder joint) can cause the problem she's seeing.</p></li>
<li><p>If you haven't already done so, check the 'event log' of the computer to see if it gives any clue at all as to why it might have shut down although from your description there may not be anything there. Generally, you can find the event log by going to Start->Control Panel->Administrative Tools->Event Viewer.</p></li>
</ul>
<p>I wouldn't expect a virus to cause the types of shutdowns you're seeing.</p>
<p>Thanks for all that advice ucsd<em>ucla</em>dad. I'm going to print out your advice and give it to D and see if she can follow your instructions. Remember, I said my brain starts to shut down with this much detail. I do appreciate your help - and I'm thinking you might be right. By the way, D is not in a dorm, she is still in HS. Also, the printer is plugged into a wall outlet and the computer is plugged into a powerstrip which is also plugged into that outlet - maybe that is the problem. I hope not! I hate electrical problems!</p>
<p>Check out purchasing an iBook. It basically is an external hard drive. S purchased one after his Dell laptop's hard drive crashed and he lost alot of his work. Luckily, most of his important stuff was on the server at school.</p>