D Has Computer Problems

LIMOMOF2 · 04-24-2008, 07:19 AM

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.

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?

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).

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!

Any suggestions would be most appreciated. Thanks!! Even if nobody is able to help me, at least I was able to vent.

mathmom · 04-24-2008, 07:25 AM

Our younger son's computer used to shut itself off for no reason. I believe the problem turned out to be the fan. It was overheating.

Ctheflute · 04-24-2008, 07:53 AM

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.

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)...

Hope something works out for you and you can get the problem resolved!

LIMOMOF2 · 04-24-2008, 08:18 AM

Thanks for the responses mathmom and Ctheflute.

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.

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.

karp4170 · 04-24-2008, 08:31 AM

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.

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.

nngmm · 04-24-2008, 08:33 AM

Does your D have any geeky friends - the kind that build their own computers? They can be very helpful...

I'd back everything up and reformat the hard drive... But, of course, if it is a hardware issue, that would not help much...

karp4170 · 04-24-2008, 08:37 AM

Also....
Go to Dell Technical Support Chat

Dell - Hardware Chat

and you can get some help. I believe Dell has a way to connect to your computer over the internet and run diagnostics for you.

septembermom · 04-24-2008, 08:40 AM

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.

hovermom · 04-24-2008, 08:46 AM

Also, make sure you have some kind of virus scan software on the computer and to run it ... you may have a virus of some type

nngmm · 04-24-2008, 08:47 AM

^ that was my thought, but it could be totally off...

karp4170 · 04-24-2008, 09:01 AM

Yes, a complete virus scan is definitely in order.

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.

emeraldkity4 · 04-24-2008, 09:10 AM

I can't give you a lot of suggestions cause I have a macbook pro & have always had Apple OS which I hear is quite different, but these people are supposed to be knowledgeable
Forums - Helproom - PC Advisor
Dell laptop shuts itself off after about 15 minutes? - Yahoo! Answers

but here is someone else who is havng problems with their support.
Consumer complaints about Dell Tech Support

LIMOMOF2 · 04-24-2008, 09:13 AM

Wow! Thanks for all the input.

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).

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.

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.

LIMOMOF2 · 04-24-2008, 09:18 AM

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.

Thanks for all the suggestions though. I will work my way through them and let you know what, if anything happens.

ec1234 · 04-24-2008, 09:36 AM

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.