Technical Support

  • NO DISPLAY:
    • Make sure all the cables are connected correctly and have a tight connection.  You should have a power cord going from the computer to the wall outlet, a power cord going from the monitor to the wall outlet, and a video cable going from the computer to the monitor.
    • If you are getting a no signal message on monitor, please press the source button on the monitor until the monitor shows the same output you are using.  Most of these Dell systems have Display Port (NOT HDMI).  Make sure you are using a Display Port cable.  If your monitor doesn't have Display Port, we have Display Port to VGA or Display Port to HDMI adapters.  Whichever is coming out from your monitor, needs to be the source regardless which adapter you use.
    • Next, check to see what color the power button is on the computer itself. If the power button is Green/Blue/White than normally it means the computer is trying to turn on and you need to check the video cable to make sure it is tightly connected and ensure the monitor is getting power.  If the power button is Orange or sometimes even a blinking green/white/blue; than there is an issue with the computer.  Most of the time the RAM memory inside the computer got loose during transit and just needs to be reseated.  This is an easy fix, we can provide a YouTube video that will show you how to open the computer and reseat that memory.  This only takes about 5 minutes and will not void your warranty. If the power button has no color than the computer isn't getting power.  Make sure you have connected the monitors & power cord correctly, see setup page for instructions.
  • NO SOUND:
    • Most Dell computers came without an internal speaker, this was an add-on feature not provided standard.  If you are not getting sound please plug a set of external speakers into the green port in back of computer. 
    • There will be 3 different options for sound levels.  The speakers themselves will have a knob, make sure that is turned up; in Windows on the sound icon (bottom right corner) make sure that is turned up; and then the program you are trying to use will have its own sound adjustment so make sure it is also turned up. 
    • If still no sound, hover your mouse over the sound icon (bottom right corner on desktop in Windows), make sure it says “Speakers”.  If it doesn’t, click on and select Speaker option.
  • NO INTERNET:
    • 99% of all connectivity issues are fixed by calling your internet service provider.  Please contact them first, they are able to see your entire network and sometimes it’s just a simple setting or PING of the computer to make it work all of which we are not able to service. 
    • Most desktops (Windows 10 or older) do not come standard with wireless WiFi.  If you are trying to connect wirelessly you will need a wireless adapter (purchased seperately).  In the back of the computer is an Ethernet Port, you can hard wire an ethernet cable for high-speed internet from your router/modem.
    • All our Windows 11 computers comes with an internal WiFi card.  Make sure the antennas are screwed in all the way.  We have seen the internal card pop out or one of the antenna lines come disconnected to the card.  We can provide instructions to fix these if needed.
  • KEYBOARD/MOUSE ISSUE:
    • Make sure you plug the USB keyboard/mouse into the back of the computer (not the monitor).  If you have USB ports on the monitor you will need to run a USB cable from the computer to the monitor to activate those (not included). 
    • The keyboard and mouse must be plugged in before you turn on the computer.
    • We do not recommend you use a wireless keyboard & mouse to setup Windows.  We seen issues arise and recommend you use a USB keyboard & mouse at least to finish the setup process.
    • For our wireless keyboard/mouse sets, please note there is only 1 USB dongle which controls both.  This dongle is normally located inside the keyboard box.  Batteries (not included) are also need for both keyboard and mouse.
  • CD/DVD ISSUE: 
    • If the DVD/CD drive doesn’t open when you press the button try laying the computer flat down or raise the computer and put it vertically on its side and try again. 
    • If still unable to open, there is a small hole in the front, use a paper clip and insert into that hole; this will manually open the drive. 
    • These drives have a sensitive laser inside them, if the drive isn’t reading the disc please email us and we will send a replacement.  We have a video on how to install.
  • PASSWORD/LOGIN ISSUE: If you are able to boot to the login screen but are locked out or the computer doesn’t take your password than you will need to call Microsoft (1-800-642-7676) or see their online support:  https://help.microsoft.com  Only they are able to help get past this and don’t give us the ability unlock Windows.  We can provide instructions from the login screen to “Reset this PC” which will wipe out all user data and start fresh with Windows.  Please email us for those instructions.
  • MICROSOFT OFFICE (WORD, EXCEL, ETC): Your computer does not come with a license (product key) for Microsoft Office.  Microsoft requires their Office package to be sold separately and exclusively by them.  A 30-Day trial is available via download with the option to purchase that package directly from Microsoft: https://www.microsoft.com/en-us/microsoft-365/try  A free version of LibreOffice is also installed, this is similar to MS Office but in its own format.
  • DISCOLORATION/TINT ON LCD: Colors are run through the video cable.  If you are getting a color tint (screen looks green, etc.) than please check that cable or any adapters.  Make sure ends are tightly connected and wiggle it to see if color improves.
  • NO WIFI/WIRELESS INTERNET: Windows 10 or older Desktop computers unlike Laptops do not come standard with Wireless WiFi, these are sold separately and can be purchased directly from our website under Misc./adapters.  Some of our “bundles” will come with this adapter, if you have an issue with the adapter provided in the bundle please email us.  All our Windows 11 PCs will come with an internal WiFi adapter.  This is plugged directly onto the motherboard and will have two antenna wires coming out.  Sometimes those pop off or the entire card itself has to be reseated back in, we can provide those instructions.  Also make sure the two antennas are fully screwed in.
  • NO POWER: If you are getting no power and there is no lights coming on when you press the power button than please check the power cable first.  Sometimes the cable is bad and needs to be replaced or the wall outlet doesn’t have power.  The power button is located on the front of the computer case as shown in the setup page. 
  • USB BOOT: The computer currently is setup to have USB boot disabled.  If you need to enable USB Boot please do the following:  Have the computer turned off; turn on the computer and keep pressing F2 (do not hold it down and immediately keep pressing it after you press the power button), this will enter into the BIOS.  If you do not get the Blueish/white BIOS screen, start over; in the BIOS on the left side has different configurations.  If you scroll down and look in middle of the page it will say "Load Defaults", click on that and accept.  When you exit, USB boot is now enabled.  To access USB boot in boot manager see next support step.
  • BOOT MENU: If you need to access the Dell boot menu please do the following:  Have the computer turned off; turn on the computer and keep pressing F12 (do not hold it down and immediately keep pressing it after you press the power button), this will bring up the Boot Manager.  If you do not get the Black Boot Manager Screen, start over.  Listed is the different options available to boot from.  If you need USB boot support, please see above support step.
  • VIDEO/GRAPHICS/HDMI SUPPORT: These computers come standard with onboard Display Port graphics. Most models will not have HDMI or VGA (15-PIN) included. Instead, Dell has a Display Port; for $8 you can purchase a Display Port to HDMI adapter which will give you HDMI output or a Display Port to VGA adapter. These integrated graphics are standard for normal processing. Most games or higher-end applications will require better graphics to run. There is an open PCIE slot available so you can add a video card that will meet the needs of your game/application. If you are running into an issue with a game/application not running or running slow, you will need to purchase a video card for this system.
  • ERROR MESSAGES: If you get any error messages during setup or in Windows and need help to get past; please email us a picture and we will gladly assist.
  • ALERT! LOW BATTERY: Desktop computers comes with a internal battery that isn’t rechargeable.  These sometimes goes out and needs to be replaced.  If you are getting this error please email us and we will gladly email a replacement new battery.
  • DELL DIAGONSTICS: Dell computers comes with a self test that you can run to ensure all parts are running correctly.  With the computer turned completely off, press the power button and immediately keep tapping the F12 on your keyboard until you get the black boot screen.  Use the up/down arrows to select “Diagnostics” or “Utility Partition” and press enter key.

**Any software related issue is handled by Microsoft directly as they provide full support for Windows 11.  Please seek their help at:  https://help.microsoft.com or can call them at:  (1-800-642-7676).

***We have videos and PDF files you can browse for additional resources; please see our Resources Page by clicking:  Resources

****For additional technical support please email us directly at:  Support@JSMComputers.com