CONTENTS

Introduction, 7 Chapter 1 System Preparation, 9 When your Computer First Arrives, 11 Location of your Computer, 11

Chapter 2 System Setup, 13 Connecting Multiple Monitors, 14 Connecting Two Analogue Monitors, 14 Connecting One Analogue Monitor and One Digital Monitor, 15 Connecting Speakers, 16 Sound Blaster Audigy 2 Series, 16 Peripheral Connections, 17 Connecting your Keyboard and Mouse, 17 Connecting a Printer, 18 Connecting a Game Controller, 19 ALIENWARE PRODUCT MANUAL The contents herein are subject to change without notice. ©2004 Alienware Corporation. All rights reserved. Alienware, the Alienware logo, AlienIce and AlienAutopsy are trademarks of Alienware® Corporation.

Connecting a USB Device, 19 Microsoft Critical Updates, 19

Chapter 3 Your Computer’s Hardware, 21

Creative, Sound Blaster Live!, Sound Blaster Audigy and Sound Blaster Audigy 2 are trademarks of Creative Technology Ltd.

Video Cards, 22

NVIDIA, nForce and nForce2 are trademarks of NVIDIA® Corporation.

Sound Cards, 25

Intel, i850, i850E, i875, i875E, e7505 are trademarks of Intel® Corporation. Windows, Windows XP Home and Windows XP Professional are trademarks of Microsoft Corporation. Rev 3.4132

Basic Video and Graphics Features, 22 Sound Controls, 25 Optical Drives, 27 Using a CD or DVD, 28 Playing a DVD, 29

July 2004

Contents - 3

Power, 58

Chapter 4 Installing Additional or Replacement Components, 32

Printer, 59

Installing a Video Card, 32

Speakers, 60

Installing a Sound Card, 36

Add-In Cards, 60

Installing Additional or Replacement Drives, 37

Game Controllers, 61

CD-R, CD-RW, DVD/CD-RW, or DVD-R Drives, 37 Hard Drives, 38 Installing Additional or Replacement Memory, 39

Appendix A – General & Electrical Safety Precautions, 63 Computer Setup, 64

Removing a Memory Module, 39

Computer Use, 64

Installing a Memory Module, 39

When You Should Contact Alienware, 65 Replacement Components or Accessories, 65

Chapter 5 System Recovery, 43 Initiating AlienRespawn, 44

Chapter 6 Troubleshooting, 47 Things to Check Before Troubleshooting, 48 Software Diagnostics Tools, 49 AlienAutopsy, 49

Appendix B – Terms And Conditions Agreement, 67 Appendix C – Limited Product Warranty, 69 Obtaining Warranty Service, 74 Replacing a Defective Component, 74

Appendix D - Contacting Alienware, 79

Answers to Common Problems, 50 CD-ROM, DVD-ROM, CD-RW or DVD-R Drive, 50 System, 51 Diskette Drive, 52 Hard Drive, 53 Internet, 53 Keyboard, 54 Memory, 55 Modem, 55 Monitor, 57 Mouse, 58

4 - Contents

Contents - 5

INTRODUCTION Dear Valued Alienware Customer, Alienware® would like to take this opportunity to thank you for purchasing an award-winning Alienware system and welcome you to a growing family of dedicated users. Like you, Alienware employees are hard-core computer users. Our staff knows exactly what it takes to design a system that will exceed your expectations. The technicians responsible for crafting your machine have spent many hours ensuring that your computer is properly optimized and performs to its fullest potential. Alienware technicians build machines with one philosophy in mind: Build It As If It Were Your Own. The technicians are not happy unless your new machine meets or exceeds very demanding criteria! In order to ensure the highest levels of performance, your machine has been extensively tested. In addition to a standard burn-in period, this testing includes the usage of real-world tools such as synthetic performance benchmarks and 3D games. The results of all this testing has been documented and provided for your inspection. Please do not hesitate to either e-mail or call Alienware with any questions or concerns – Alienware would like to hear from you. The entire staff sincerely hopes that you enjoy using your new computer as much as Alienware enjoyed building it for you. Sincerely, Alienware Staff

Introduction - 7

CHAPTER ONE: SYSTEM PREPARATION

9

CHAPTER ONE: SYSTEM PREPARATION

When Your Computer First Arrives Before setting up your computer or components, please inspect all items for any physical damage that may have occurred during shipment. Report any damaged items to customer service within 14 days of receiving the shipment. Shipping damage reported after the first 14 days of receiving the shipment will not be honoured. Before setting up your computer or components, please refer to the included invoice to verify that all items ordered are present. Report any missing components to customer service within 14 days of receiving the shipment. Anything reported missing after the first 14 days of receiving a shipment will not be honoured.

Location of your Computer Place your new Alienware computer in a location that will allow adequate cooling and ventilation. To ensure its reliable operation and to protect the computer from overheating, make sure ventilation openings are never obstructed.

Do not place the computer near or over a radiator or heating vent. If all or parts of your computer are placed in a cabinet ensure there is adequate ventilation to the cabinet. Do not place the computer in a humid location or in any area the computer may be exposed to rain or water. Be careful not to spill liquid of any kind on or into the computer.

Chapter One: System Preparation - 11

CHAPTER TWO: SYSTEM SETUP

13

Connecting Multiple Monitors

Connecting One Analogue Monitor and One Digital Monitor

You can connect multiple monitors to your computer if your video card features multi-monitor support. Connecting Two Analogue Monitors 1. Turn off your computer 2. Connect the DVI-to-VGA adapter to the video card DVI connector located on the back of your computer. 3. Connect one end of the first monitor signal cable to the DVI-to-VGA adapter. 4. Connect the other end of the monitor signal cable to the monitor’s 15-pin D-Sub VGA connector located at the back of the monitor. 5. Connect one end of the second monitor signal cable to the video card’s 15-pin D-Sub VGA connector. 6. Connect the other end of the monitor signal cable to the monitor’s 15-pin D-Sub VGA connector located at the back of the monitor. 7. Secure the connections by tightening the two fasteners at each end of the signal cables. 8. Connect one end of the power cord to the monitor power connector located at the back of the monitor. 9. Connect the other end of the power cord to a grounded three-prong power strip, uninterruptible power supply, or wall outlet. 10. Repeat steps 7 and 8 for the second monitor. DVI Connector

VGA to DVI Adapter

DVI Connector

VGA Connector

DVI from Monitor

VGA from Monitor

VGA Connector

VGA from Monitor

VGA from Monitor

Figure 2.3 – Connecting Two Analogue Monitors

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1. Connect the DVI-to-VGA adapter to your video card DVI connector located on the back of your computer. 2. Connect one end of the first monitor signal cable to the DVI-to-VGA adapter 15-pin D-Sub VGA connector. 3. Connect the other end of the monitor signal cable to your monitor 15-pin D-Sub VGA connector located at the back of the monitor. 4. Connect one end of the second monitor signal cable to the video card 15-pin D-Sub VGA connector. 5. Connect the other end of the monitor signal cable to your monitor 15-pin D-Sub VGA connector located at the back of the monitor. 6. Secure the connections by tightening the two fasteners at each end of the signal cables. 7. Connect one end of the power cord to the monitor power connector located at the back of the monitor. 8. Connect the other end of the power cord to a grounded three-prong power strip, uninterruptible power supply, or wall outlet. 9. Repeat steps 7 and 8 for the second monitor.

Figure 2.4 – Connecting One Analogue Monitor and One Digital Monitor

Chapter Two: System Setup - 15

Connecting Speakers

Peripheral Connections

Sound Blaster Audigy 2 Series

Connecting Your Keyboard

The Sound Blaster Audigy 2 series sound cards do not feature on board Game/MIDI ports, instead these cards feature IEEE 1394 (Fire Wire) ports. Starting from the mini-jack closest to the IEEE 1394 port, these jacks are:

IEEE 1394

A

B

C

D

E

F

1. Locate the purple PS/2 port on the back of the computer. 2. Properly orient the keyboard’s PS/2 connector with this port and gently push until the connector is inserted correctly. Do not force the connector into the port. If you cannot seat the connector doublecheck its orientation with the port. If you have a USB keyboard, insert its USB connector into an available USB port on the back of the computer. Connecting Your Mouse

Figure 2.7 - Sound Blaster Audigy2 Inputs/Outputs

A

Line out 3 jack

B

Line out 2 jack

C

Line out 1 jack

D E

Microphone In jack Line In jack

F

Digital Out jack

Connect your analogue speakers’ Centre, Sub and Rear Centre to this output. Connect your speakers’ rear-channel mini-jack to this output. Connect your speakers’ front-channel mini-jack to this output. Connect your microphone to this input. Connect the Line Out of an external sound source (cassette deck, DAT, MiniDisc player) to this jack to record or playback from the device. Connect digital devices (DAT or MiniDisc recorder, digital speaker) or the your speakers Center/LFE* channel to this output.

1. Locate the green PS/2 port on the back of the computer. 2. Properly orient the mouse’s PS/2 connector with this port and gently push until the connector inserts fully. Do not force the connector into the port. If the connector does not insert, double-check its orientation with the port. If you have a USB mouse, insert its USB connector into an available USB port on the back of the computer.

PS/2 ports are colour coded for easy identification.

Parallel Port Serial Port PS2 Keyboard

Ethernet (Network) Port

PS2 Mouse USB Ports

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Chapter Two: System Setup - 17

Connecting a Printer

It is common for some printers, scanners and other peripherals to prevent the computer from starting properly. When starting up your system for the first time, Alienware recommends connecting only the peripherals that were included in your purchase.

Connecting a Game Controller Insert the game controller connector into the Game/MIDI port or an available USB port depending on the type of game controller you are connecting. Most game controllers are plug-and-play and Windows XP will detect it and attempt to install the game controller automatically. In some cases, Windows may require a driver for the game controller. These are located on the software CD that was included with the game controller. For further information, please refer to your game controller documentation.

Connecting a Plug and Play Printer Connecting a USB Device If the printer connected supports plug and play, Windows XP will detect it and attempt to install the printer automatically. In some cases, Windows may require a driver for the printer. This driver is located on the software CD that is included with the printer. 1. Determine if the printer connects via Parallel or USB. 2. If it is a parallel printer, connect its parallel cable to the parallel printer port located on the back of the computer. 3. If it is a USB printer, connect its USB cable to an available USB port located on the back of the computer. 4. Connect the printer’s power cord to a grounded, three-prong powerstrip or wall outlet. 5. Turn on the printer and Windows XP will automatically detect it and install the appropriate driver. Connecting a Non Plug and Play Printer 1. Click Start to open the Start menu. 2. Click Control Panel. 3. Double-click the Printers and Faxes icon to open the Printers and Faxes window. 4. In the Printers and Faxes window, click Add a printer in the Printer Tasks pane and follow the on-screen instructions.

Plug the USB device into an available USB port on your computer. Windows XP will detect the device and attempt to install the appropriate driver automatically. In some cases, Windows may require a driver. This driver is located on the software CD that is included with the device. For further information, please refer to your device documentation. Microsoft Critical Updates Your new Alienware system was updated with the latest available Microsoft Windows Updates at the time of shipping in order to ensure the highest possible level of system stability, security, and performance; however, due to the frequency with which Microsoft Windows Critical Updates are released, Alienware highly recommends visiting the Microsoft Windows Update website at http://windowsupdate.microsoft.com to view a list of and install the most recently released Critical Updates. Alienware also highly recommends visiting the Microsoft Windows Update website immediately after recovering a system from any Alienware Recovery or Respawn CD to view a list of and install the most recently released Critical Updates. Doing so will ensure the highest possible level system stability, security and performance.

For further information, please refer to your printer’s documentation.

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Chapter Two: System Setup - 19

CHAPTER THREE: YOUR COMPUTER’S HARDWARE

21

CHAPTER THREE: YOUR COMPUTER’S HARDWARE This chapter discusses certain hardware features of your Alienware computer, what they are and how to use them.

Video Cards All Alienware computers take advantage of the latest graphics technology, enabling crisp, responsive 2D graphics; unprecedented 3D graphics performance; hardware video acceleration for DVD playback; and even hardware accelerated, multi-monitor 2D and 3D video and graphics capability. The following section will familiarize you with some of the most common functions and features enabled by your computer’s video card:

Basic Video and Graphics Features Screen Resolution Resolution refers to the number of horizontal and vertical lines that are displayed on your monitor screen. For example, at a resolution of 1024 by 768, your monitor screen is 1024 horizontal lines and 768 vertical lines; the higher the resolution, the “bigger” your screen appears. Higher resolutions provide more desktop space, allowing you to view more information on the screen at one time. To adjust your display resolution: 1. 2. 3. 4.

Right-click on the desktop. Select Properties. In Display Properties, click on the Settings tab. Left-click and hold down the mouse button to be able to drag the Screen resolution slider to the size you want. 5. Click OK and then click Yes to save your changes.

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Colour Depth This refers to the number of colours that can be simultaneously displayed on the screen. There are generally two colour depth options: 16-bit and 32-bit. A colour depth of 16-bits allows for the display of approximately 64,000 on-screen colour values. This is considered far less accurate than a colour depth of 32-bits, which allows for the display of approximately 16.7 million colours. To adjust your display’s colour depth: 1. 2. 3. 4.

Right-click on the desktop. Select Properties. In Display Properties, click on the Settings tab. Click the Colour quality drop down menu to adjust to the colour depth you want. 5. Click OK and then yes to save your changes. Refresh Rate This refers to the rate at which the electron gun redraws your monitor display. It is measured in Hz, or cycles per second. To say that your monitor refresh rate is 85Hz is to say that your monitor electron gun is redrawing its display 85 times every second. A low refresh rate, such as 60Hz, will cause your monitor display to flicker. This effect can result in eyestrain, mental fatigue and even headaches.

The maximum refresh rate of a monitor is determined by two factors: resolution and colour depth. For example, at a resolution of 1024 by 768 and a colour depth of 16-bits, a monitor’s maximum refresh rate may be 120Hz; however, at a resolution of 1600 by 1200 and a colour depth of 32-bits, the same monitor’s maximum refresh rate may be limited to 75Hz.

Chapter Three: Your Computer’s Hardware - 23

Refer to your monitor manual for details regarding its specific capabilities. Alienware recommends that your monitor be set to a refresh rate that is 75Hz or greater for the best possible display quality, usability and performance. To adjust your display refresh rates: 1. 2. 3. 4. 5. 6. 7.

Right-click on the desktop. Select Properties. In Display Properties, select the Settings tab. Click the Advanced button. Click on the Adapter tab. Click the List All Modes… button. Select the Resolution x Colour Depth x Refresh Rate combination you wish to use. 8. Click OK and then yes to save your changes. Refer to Figure 5.1

Sound Cards Your Alienware computer is capable of processing rich, powerful, multi-channel 3D positional audio, delivering a new level of sonic clarity and immersion to such multimedia applications as Dolby Digital decoding for DVD playback, hardware accelerated 3D audio for games and high-resolution output for unsurpassed fidelity in High Definition CDs and DVD-Audio. The following section will familiarize you with some of the most common functions and features enabled by your computer’s sound card:

Sound Controls Volume Controls These controls allow you to adjust the volume levels of various inputs and outputs. To adjust these volume levels using the Windows Sound and Audio Devices control panel: 1. Click the Start button and click Control Panel. 2. Double-click the Sound and Audio Devices icon. 3. In the Sound and Audio Devices Properties control panel, use the Device volume slider to adjust your sound card’s master volume level. To adjust the level of specific inputs and outputs using the Windows Sound and Audio Devices control panel: 1. Click the Start button and click Control Panel. 2. Double-click the Sound and Audio Devices icon. 3. In the Sound and Audio Devices Properties control panel click the Advanced button.

Figure 5.1 – List of Valid Refresh Rates

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Here you can adjust the input/output levels of Wave/MP3 playback, the MIDI Synth, CD Audio playback, Line-In and other sources. For information that is more detailed select Help Topics from the ‘Play Control’ control panels Help menu.

Chapter Three: Your Computer’s Hardware - 25

In addition to Windows sound device controls, most Alienware computers feature sound card-specific controls provided by the sound card manufacturer. An example of one such control is the Creative Surround Mixer. These controls are designed to work in parallel with Windows sound device controls and to provide extended functionality. Speaker Settings

Optical Drives You can configure your computer with one or more of the following drive types: CD-RW Drive

A CD-RW drive can read CD-ROM, CD-R and CD-RW media. It can also record to CD-R or CD-RW media. It cannot read any type of DVD media or write to any type of DVD-RW media.

DVD-ROM Drive

A DVD-ROM drive can read CD-ROM, CD-R, CD-RW and DVD media. Some can read DVD-RW media.

DVD/CD-RW Drive

A DVD/CD-RW drive can read CD-ROM, CD-R, CD-RW and DVD media. Some can read DVD-RW media. It can also record to CD-R or CD-RW media.

DVD±R/W Drive

A DVD±R/W drive can read CD-ROM, CD-R, CD-R/W, DVD, DVD+R/W and DVD-R/W media. It can also record to CD-R, CD-RW, DVD+R/W and DVD-R/W media.

This control is used to adjust your speaker configuration. To access this control: 1. Click the Start button and click Control Panel. 2. Double-click the Sound and Audio Devices icon. 3. In the Sound and Audio Devices Properties control panel, click the Advanced button under Speaker settings. From the Speaker setup drop-down menu, select the speaker configuration that matches that of the speakers connected to your sound card. Below are a few tips:

• Desktop stereo speakers – Select this option if the speakers connected

to your sound card are a 2.1 configuration (two satellite speakers and one sub-woofer).

• Quadraphonic speakers – Select this option if the speakers connected

to your sound card are a 4.1 configuration (four satellite speakers and one sub-woofer).

• 5.1 surround sound speakers – Select this option if the speakers connected to your sound card are a 5.1 configuration (five satellite speakers and one sub-woofer).

For further details, please refer to the Online Manual, located at Start / All Programs / Creative / Sound Blaster Audigy (or Audigy 2) / Documentation.

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Chapter Three: Your Computer’s Hardware - 27

Using a CD or DVD 1. Press the eject button located on the right side of the CD or DVD drive. 2. When the tray opens, place the disc in the tray with the label facing up. 3. Press the eject button to close the CD or DVD tray. 4. If the disc inserted is a DVD, the movie will start using the DVD playback software. If the disc inserted is a CD, CD-R or CD-RW, the following pop-up menu will appear:

Select the action you want Windows to perform. You can have Windows perform the same action each time you insert a disc by checking the ‘Always do the selected action’ checkbox. To Play an Audio File with Windows Media Player: 1. 2. 3. 4. 5.

Click Start to open the Start menu. Click All Programs. Click Windows Media Player. Click File and then click Open. In the Open window, use the ‘look in:’ drop down menu to locate the location of the file you want to play. 6. Click the file you wish to play and then click Open. 7. Play the file by clicking the Play button located on the right side of the Windows Media Player. Playing a DVD 1. Make sure that your speakers or headphones are plugged in and the volume adjusted to the desired level. 2. Open you computer’s DVD-ROM drive by pressing the eject button on the right side of the drive. 3. Insert a DVD with the label facing up. 4. To play a DVD using Power DVD: Click Start, All Programs, CyberLink Power DVD and click on Power DVD.

Figure 5.2 – CD Autorun Dialog

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Chapter Three: Your Computer’s Hardware - 29

CHAPTER FOUR: INSTALLING ADDITIONAL OR REPLACEMENT COMPONENTS

31

CHAPTER FOUR: INSTALLING ADDITIONAL OR REPLACEMENT COMPONENTS

Always follow the below guidelines when adding or replacing components!

Before touching any of your computer’s internal components, touch an unpainted portion of the chassis. Doing so will safely discharge any static electricity, which could damage your computer and/or its components. 1. Turn off your computer and any connected peripherals and power sources. 2. Disconnect any peripherals from your computer. 3. Remove the thumbscrews on the back of your computer to gain access to its interior. If you are unable to remove the thumbscrews by hand, you will need to use a Phillips screwdriver. 4. If your computer is equipped with an AlienIce™ Video Cooling System, you will need to disconnect its fan’s white, 4-pin Molex connector; use caution when removing the side panel.

Installing a Video Card Done properly, installing a video card is a simple process. To begin, ensure that any previous video card drivers have been uninstalled. After Windows has completed uninstalling the video card drivers, restart the computer – do NOT shut it down. When Windows restarts, it will detect the video card and prompt you to install its drivers. Cancel this process by clicking the Cancel button in the Found New Hardware dialog. Shut down the computer.

AGP Slot

Retention Mechanism

PCI Slots

Figure 6.1 – Motherboard Overview

Locate your computer video card in the motherboard AGP slot – refer to Figure 6.1. Using a Phillips screwdriver, remove the video card fastening screw and keep it safely where it will not be lost; you will need it to secure the new video card.

Once your computer has completely shut down, disconnect it from any peripherals and power sources. Open the computer chassis to gain access to its internal components.

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Chapter Four: Installing Additional or Replacement Components - 33

Some AGP slots feature an integrated AGP retention mechanism. Removing an AGP card without disengaging this mechanism can permanently damage the AGP card or motherboard.

Carefully remove the video card from the motherboard AGP slot; if the AGP slot features an integrated AGP retention mechanism, disengage the mechanism with one hand and start the video card out of the AGP slot with the other. Once the video card is free from the retention mechanism, continue to gently pull the card from the AGP slot in order to remove it.

Install the new video card by carefully inserting it into the motherboard AGP slot – refer to Figure 6.2. Gently apply pressure evenly across the length of the video card until it is fully seated in the AGP slot. If your motherboard AGP slot features an integrated AGP retention mechanism, you should hear the mechanism snap into place, indicating that the video card is properly seated and secured in the AGP slot. Secure the card to the computer chassis using the screw previously removed. This will also ground the video card, protecting it from potential damage.

Some video cards require a dedicated power connector. Be sure to meet this requirement before starting the computer. For further details contact Alienware Technical Support.

Finally, reassemble the chassis, reconnect any peripherals and power connections and turn on the computer. Once Windows has started, it will detect the new video card and you will be prompted to install its drivers. Cancel this operation by clicking the Cancel button in the New Hardware Found dialog. Using the CD provided with the video card, install its drivers by running the driver installation setup. Refer to the video card documentation for further details, or contact Alienware Technical Support.

Figure 6.2 – Installing an Add-In Card

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Chapter Four: Installing Additional or Replacement Components - 35

Installing a Sound Card

Installing Additional or Replacement Drives

To begin, ensure that any previous sound card drivers have been uninstalled. After Windows has completed uninstalling the sound card’s drivers, restart the system – do NOT shut it down. When Windows restarts, it will detect the sound card and prompt you to install its drivers. Cancel this process by clicking the Cancel button in the Found New Hardware dialog. Shut down the computer.

CD-RW, DVD/CD-RW, or DVD±R/W Drives

Once your computer has completely shut down, disconnect it from any peripherals and power sources. Open the computer chassis to gain access to its internal components. Locate your sound card in one of the motherboard PCI slots – refer to Figure 6.1. Using a Phillips screwdriver, remove the sound card fastening screw and keep it safely where it will not be lost; you will need it to secure the new sound card. Carefully remove the sound card from its PCI slot. Install the new sound card by carefully inserting it into the same PCI slot from which the previous card was removed – refer to Figure 6.2. Gently apply pressure evenly across the sound card until seated in the PCI slot. Secure the card to the computer chassis using the screw that was previously removed. This will also ground the sound card, protecting it from potential damage. Finally, reassemble the chassis, reconnect any peripherals and power connections and turn on the computer. Once Windows has started, it will detect the new sound card and you will be prompted to install its drivers. Cancel this operation by clicking the Cancel button in the New Hardware Found dialog. Using the CD provided with the sound card, install its drivers by running the driver installation setup. Refer to the sound card documentation for further details, or contact Alienware Technical Support.

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1. Disconnect the optical drive power cable. The power cable is connected to the drive with a white, 4-pin Molex connector. 2. Disconnect the optical drive data cable. The data cable is connected to the drive with a black, 40-pin ATA connector. 3. Depress the retention clip on each side of the drive and gently pull it forward and out of the drive bay. 4. Remove the drive rail from each side of the drive using a small Phillips screwdriver. 5. Fasten the drive rails to the replacement drive using a small Phillips screwdriver. 6. Slide the new drive into the drive bay until it clicks into place. If the front of the drive is not flush with the chassis bezel, you will need to adjust the position of the drive rails on the drive itself. 7. Connect the optical drive power cable. The white, 4-pin Molex connector is keyed to facilitate ease of installation. Do not force the connector into the drive if there is excessive resistance; check the orientation of the Molex connector. 8. Connect the optical drive data cable. The black, 40-pin ATA connector is keyed to facilitate easy of installation. Do not force the connector into the drive if there is excessive resistance; check the orientation of the ATA connector. Note that one edge of the data cable is marked with a red stripe. This stripe indicates Pin 1 and corresponds to Pin 1 on the drive. Align the cables Pin 1 with Pin 1 on the drive when connecting the cable. 9. Connect the AlienIce Video Cooling Computer fan to its power source and reinstall the chassis side panel with the thumbscrews previously removed. 10. Reconnect the power cord, monitor, keyboard and mouse. 11. Turn on the computer and ensure the drive is installed and working properly before connecting any other devices.

Chapter Four: Installing Additional or Replacement Components - 37

Hard Drives 1. Disconnect the hard drive power cable. The power cable is connected to the drive with a white, 4-pin Molex connector. 2. Disconnect the hard drive data cable. The data cable is connected to the drive with a black, 40-pin ATA connector. 3. Locate the retention lever at the top of the drive cage and slide it to the left to release the assembly. 4. Remove the screws – two per side – that secure the drive in the drive cage using a small Phillips screwdriver. 5. Remove the drive by sliding it out of the drive cage. 6. Check the new hard drive documentation to ensure jumper positioning is correct. 7. Slide the new drive into the drive cage. 8. Secure the drive in the drive cage with screws – two per side – using a small Phillips screwdriver. 9. Connect the hard drive power cable. The white, 4-pin Molex connector is keyed to facilitate ease of installation. Do not force the connector into the drive if there is excessive resistance; check the orientation of the Molex connector. 10. Connect the hard drive data cable. The black, 40-pin ATA connector is keyed to facilitate easy of installation. Do not force the connector into the drive if there is excessive resistance; check the orientation of the ATA connector. Note that one edge of the data cable is marked with a red stripe. This stripe indicates Pin 1 and corresponds to Pin 1 on the drive. Align the cables Pin 1 with Pin 1 on the drive when connecting the cable. 11. Connect the AlienIce™ Video Cooling fan to its power source and reinstall the chassis side panel with the thumbscrews previously removed. 12. Reconnect the power cord, monitor, keyboard and mouse. 13. Turn on the computer and ensure the drive is installed and working properly before connecting any other devices.

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Installing Additional or Replacement Memory Locate the memory banks on the motherboard. Identify the amount and type of memory installed in your computer by referring to the invoice you received with your computer. Make sure the memory being added or replaced matches the memory type currently installed in your computer.

Computers using a dual-channel memory configuration require that memory modules be installed in pairs. These computers are based in one of the following chipsets: NVIDIA nForce and nForce2, Intel i850 and i850E, Intel 875P and Intel e7505. If you require assistance, please contact Alienware Technical Support.

Removing a Memory Module Press outward on the retention clips at each end of the module. This will release the module from the memory socket. Installing a Memory Module 1. Press outward on the retention clips at each end of the empty memory socket. 2. Orient the memory module so that any notches in its edge connector are in alignment with the keys in the memory socket. 3. Press the memory module straight down into the memory socket, applying even pressure at each end; the retention clips will snap into the notches at each end of the memory module, securing it in the socket. 4. Connect the AlienIce Video Cooling fan to its power source and reinstall the chassis side panel with the thumbscrews previously removed.

Chapter Four: Installing Additional or Replacement Components - 39

5. Reconnect the power cord, monitor, keyboard and mouse. 6. Turn on the computer and check that the memory is detected properly. 7. From the Windows Desktop, click Start to open the Start menu. 8. Click Control Panel. 9. Double-click the Computer icon to open the Computer Properties Window. The amount of computer memory installed is displayed in the Computer section of the General tab.

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CHAPTER FIVE: SYSTEM RECOVERY

43

Chapter Five: SYSTEM RECOVERY AlienRespawn is based upon the custom image of each PC taken by Alienware technicians during your system’s integration process. This information is recorded onto two discs, a Boot CD and an Image DVD. These disks provide a convenient and efficient method to restore your system to its original factory configuration. Back up all data before initiating a system recovery. Initiating AlienRespawn 1. 2.

3. 4. 5. 6.

7. 8.

9.

10.

store your AlienRespawn Image DVD in a secure location and restart your system. Your system will now restart into its original factory configuration.

NOTE: A. A Support CD is also included with your system to provide drivers and utilities for your installed hardware. For updated drivers and utilities, please visit www.alienware.co.uk B. The included Recovery CD can be used to automatically reformat your hard drive and reinstall the operating system, but Alienware strongly recommends the use of AlienRespawn to completely restore your customised system.

Insert the AlienRespawn Boot CD into your primary Optical Drive and restart the system. The AlienRespawn welcome screen will appear, confirming that you wish to initiate a system restoration. Press any key to continue into the Norton Ghost interface and begin the AlienRespawn process that restores your system to its original factory configuration. Once the Norton Ghost client has fully loaded (you’ll be prompted with an “About Symantec Ghost” window) eject the AlienRespawn Boot CD and insert your AlienRespawn Image DVD. Select “OK”. Choose the Local Option in the User Menu; then “Disk”; then “From Image”. Choose the Optical Drive containing your AlienRespawn Image DVD as the Source Image and press Enter. Choose the System Drive you wish to restore. This is the Hard Drive on which Windows XP is installed. Note: The System Drive will usually be labelled as Hard Drive 1. Make certain to select the correct drive! Confirm the specifications of your System Drive in the Drive Details window and press Enter (“OK”) to continue. Indicate the final confirmation to proceed with the AlienRespawn by pressing Enter (“OK”). This is the final step before data will be lost. Note: Completing this process will erase all data from your hard drive! Once the AlienRespawn process has completed your system will have been restored to original factory status. Remove and safely

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Chapter Five: System Recovery - 45

CHAPTER SIX: TROUBLESHOOTING

47

CHAPTER SIX: TROUBLESHOOTING

Software Diagnostic Tools

When troubleshooting your computer, please remember the following safety guidelines:

AlienAutopsy

• Before touching any of your computer’s internal components, touch • • •

an unpainted portion of the chassis. Doing so will safely discharge any static electricity, which could damage your computer. Turn off your computer and any connected peripherals. Disconnect any peripherals from your computer. Never attempt to open a monitor enclosure. Monitors contain enough power, even unplugged, to cause severe injury and even death.

Things to check before troubleshooting:

AlienAutopsy is a comprehensive hardware and software diagnostic tool that will send a report to an Alienware Technical Support representative. This program will automatically activate when an error occurs and will send Alienware a detailed report as soon as an Internet connection is established. You can also manually activate the program in order to send Alienware a request for assistance. A Technical Support representative will respond via e-mail within 24 hours (Note: AlienAutopsy requests are only responded to if you purchased the software from Alienware).

• Ensure that the power cord is properly connected between your • • • • •

computer and a grounded, three-prong power outlet. Make sure that the power outlet is working. Make sure the UPS or power strip is turned on (if applicable). If your peripheral devices (e.g. keyboard, mouse, printer, etc.) are not working, ensure that all connections are secure. If any computer components were added or removed before the problem began, check to see if you performed the installation procedures properly. If an error message appears on the screen, please write down the exact error message prior to calling Alienware Technical Support to aid in diagnosing and resolving your issue. If an error occurs in a specific program, refer to the program’s documentation.

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Answers to Common Problems CD-ROM, DVD-ROM, CD-RW or DVD-R Drive

The computer does not recognize the disc or drive:

• Check to see if the disc is properly inserted into the drive with the • • • • • •

• •

label facing up. Try another disc. Shut down and restart the computer. Clean the disc. Restart the computer and enter the BIOS setup utility by pressing and holding the Delete or F2 key (key may vary) as the computer restarts. Check the BIOS to ensure that the IDE controllers are enabled. Check the drive configuration to make sure it is properly configured; refer to any documentation that may be included with your drive. Shut down your computer, unplug the power cord and modem cable (if applicable) and open your computer. Make sure that the cables are properly connected to the CD or DVD drive and the IDE connector on your motherboard or controller card. If the CD, DVD, or Recordable drive is a SCSI device, check the cable connected to the SCSI card. The CD or DVD drive is the last drive on the cable. Make sure that the drive is properly terminated. Reinstall the device driver.

The audio CD does not produce sound:

• Check to see if the audio CD is properly inserted into the drive with the label facing up.

• Check the volume controls to ensure they are turned up. • Make sure that mute controls are turned off. • Check the speaker cables to ensure they are properly connected to

• Clean the CD. • Reinstall the audio device drivers. The DVD movie does not play:

• Check to see if the DVD is properly inserted into the drive with the • • • •

label facing up. Shut down and restart your computer. Clean the DVD. Reinstall the device driver. Try another DVD. Some DVD discs may have conflict with the DVD drive if the coding on the DVD disc does not match the coding recognized by the DVD drive.

System The computer will not POST:

• Make sure that the power cord is properly connected to the back of • • •

the computer and a wall outlet or AC power source. Make sure that the wall outlet is working. Unplug the power cord, modem cable (if applicable) and open your computer. Check that the power supply cable in your computer is connected to the motherboard. Check that the power button cable is connected correctly to the computer board.

The BIOS settings are not saved:

• Replace the motherboard CMOS battery.

your sound card.

• If the computer has two CD drives, try the audio CD in the other •

drive. Shut down and restart your computer.

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Diskette Drive

Hard Drive

The computer does not recognize the drive:

Error: “General failure reading drive C”:

• Shut down and restart the computer. • Unplug the power cord, modem cable (if applicable) and open your

• Check the diskette drive to see if there is a disk in the drive. Eject it

computer.

• Check that the cables are properly connected to the diskette drive

and the motherboard. The colour striped edge (usually red) of the ribbon cable indicates Pin 1 and corresponds to Pin 1 on the drive. Make sure that the pins are not bent or misaligned.

Error: “Disk is full or write-protected”:

• • • •

and restart the computer. Try restarting the computer by pressing CTRL+ALT+DELETE. Unplug the power cord, modem cable (if applicable) and open your computer. Check that the cables are properly connected to the hard drive and the motherboard or controller. If the computer has been subjected to physical shock or static electricity, the operating computer may need to be reinstalled.

• Make sure that the write-protection tab on the upper right corner of

Error: “Non-computer disk” or “disk error”:

• • •

• Eject the disk from the diskette drive and then press ENTER. • The IDE drive is not recognized. • Check that the IDE connectors are properly enabled in the BIOS

the diskette is down. Delete any files on the diskette that you do not want. Try a different diskette. Run error checking on the diskette. If errors are detected and corrected, try using the diskette again. If the errors are detected and cannot be corrected, try another diskette.

The disk drive LED is remains on:

• •

• Remove the diskette from the drive and restart your computer. • Unplug the power cord, modem cable (if applicable) and open your

•

computer.

• Check that the cables are properly connected to the diskette drive

•

and the controller. The colour striped edge (usually red) of the ribbon cable indicates Pin 1 and corresponds to Pin 1 on the drive. Make sure that the pins are not bent or misaligned. Restart your computer.

Internet

Connection cannot be made to the Internet with a modem:

• Check that the phone cable is connected properly to the back of the •

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setup utility. To access the BIOS setup utility, restart your computer and press and hold the Delete or F2 key (key may vary). Reinstall the device driver if applicable. Shut down your computer, unplug your power cord and modem cable (if applicable). Open the case. Check that the IDE cable is properly connected to the motherboard IDE connector and the hard drive connector.

computer and to the telephone wall outlet. Check the wall outlet to ensure that there is a dial tone. Make sure to disable the call-waiting feature on your telephone line, if applicable.

Chapter Six: Troubleshooting - 53

• Contact your ISP (Internet Service Provider) to ensure that the

• Reinstall the keyboard device drive if applicable.

•

A keyboard character is repeating:

account is set up properly. Make sure that there are no problems with the modem.

Cannot browse the Internet / Error: “Unable to locate host”:

• Check that you are connected to the Internet. • Check that the web address typed into the address bar is correct and •

for a valid site. Try a different web address, or URL. If the error message still appears, disconnect from the ISP and close the browser. Reconnect and open the browser. If the error message still appears, your ISP may be experiencing technical difficulties.

• Make sure that there is nothing resting on any of the keys. • Check that no key on the keyboard is stuck. Press each key to loosen any keys that may be stuck and then restart your computer.

Spills on the Keyboard:

Website connection is slow

If liquid of any kind is spilled on the keyboard, turn off the computer and unplug the keyboard. Clean the keyboard using the appropriate cleaning materials and turn it upside down to drain it. Once the keyboard has dried, connect it to the computer. If the keyboard does not work, it needs to be replaced.

Internet performance can be affected by the following factors:

Keyboards damaged due to spills are not covered under warranty.

•

• The condition of the telephone line being used. • The condition of the telephone lines and switches at your telephone • •

company. The graphics or multimedia on web pages. Multiple browsers, downloads, or programs open on your computer.

Keyboard

The keyboard is not responding:

Memory

Memory errors detected on start up:

• Check memory modules for correct seating and orientation. Reseat •

the memory modules if applicable. If more than one memory module is installed, try starting the computer with only one module installed. Try both modules independently.

Modem

• Check that the keyboard cable is properly plugged into the back of

Modem does not dial or does not connect:

•

• Check that the modem is properly connected to the telephone outlet

•

your computer. Clean the keyboard by using an aerosol can of compressed air with the proper extension to remove dust and lint trapped under the keys. If you have another keyboard that you know works, try it with the computer to make sure that the keyboard PS/2 port or USB port works.

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•

using the appropriate telephone cable. Check that the telephone outlet has a dial tone. Do not use a modem cable longer than 6 feet (1.8 meters).

Chapter Six: Troubleshooting - 55

• Remove any line splitters or surge protectors that you may have •

• • • • • •

added, from your telephone line. Check that the telephone outlet has a dial tone. Disable any additional telephone features such as call waiting, call messaging, or voice mail, before using the modem. Contact your telephone company to get the correct code used to temporarily disable these features (if applicable). Check the dialling properties in Windows. Disconnect any answering machine, fax machine, or printer that is on the same line as the modem. Make sure that the line the modem is connected to, is not a digital, rollover, or PBX line. These lines will not work with your modem. Check for line noise by listening to the line using your telephone. Try another telephone outlet. Try connecting your modem at a lower connection speed. If reduction in connection speed allows the modem to connect, contact your telephone company. Line noise may be interfering in proper modem speed connection.

How to check the modems dialling properties: 1. 2. 3. 4. 5. 6.

Click on Start, to open the Start menu. Click Control Panel. Double left-click the Phone and Modem Options icon Click the Dialling Rules tab in the open window. Click the location from where you are dialling and then click Edit. Review the settings to check that they are correct.

The computer does not recognize the modem:

• Check that the line connected to your modem is working and plugged into the appropriate jack on the modem.

• If the telephone line is shared with another device, make sure the •

telephone line is not in use when you are trying to use the modem. Use the modem cable that is supplied with the modem. If the modem cable is damaged, a replacement may be required. Make sure that the replacement cable is designed for use with modems.

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• • • •

Shut down and restart your computer. Run modem diagnostics to check your modem. Reinstall the device driver if applicable. Shut down and unplug your power cord and modem cable. Open your computer and reseat the modem.

Using modem diagnostics in Windows: 1. 2. 3. 4.

Close all open programs. Click Start to open the Start menu. Click Control Panel. Double-click the Phone and Modem Options icon and then click the Modems tab. 5. Click to select the modem and then click Properties. 6. Click the Diagnostics tab and then Query Modem. 7. If information about the modem is displayed, the modem has passed diagnostics. If no information is displayed, or an error message such as modem has failed to respond, the modem did not pass diagnostics. Monitor

There is no picture on the display:

• Check that the monitor cables are properly connected to the monitor, • • • • • • •

the computer and the power strip or wall outlet. If the monitor is receiving power, the LED should be lit. Check the port and the monitor cable for bent or damaged pins. Adjust the brightness and contrast controls to the centre position. Reinstall the device driver if applicable. Shut down your computer and unplug the power cord, modem cable (if applicable) and monitor cable. Open the case. Reseat your video card. Reattach the power cord, modem cable (if applicable) and monitor cable. Restart your computer. If there is still no picture on the display, try another monitor that you know works (if applicable). Chapter Six: Troubleshooting - 57

The colour is not uniform:

• Check that the wall outlet is working properly by testing another

• Check that no speakers are placed too close to the monitor. If any •

speakers are placed too close to the monitor, move them at least 6 inches away from the monitor. Check that the monitor is not too close to another monitor, electric fan, fluorescent light, metal shelf, or laser printer.

Displayed text is dim, blurry, or otherwise difficult to read:

• Adjust the brightness and contrast controls. • Change display settings. • Move the monitor away from devices that may be causing electrical interference such as televisions, unshielded speakers, fluorescent lights and metal shelves.

Mouse

•

Printer

The printer will not turn on:

• Check that the power cord is properly connected to a wall outlet. • Check that the wall outlet is working properly by testing it with another device

such as a radio or lamp that you know works. If the wall outlet is not working, please contact an electrician or power company for further assistance.

The printer will not print:

The mouse is not working:

• Check that the power cord is properly connected and the printer is

• Check that the mouse cable is properly plugged into the PS/2 port or • • • •

device such as a radio or lamp that you know works. If the wall outlet is not working, please contact an electrician or your power company for further assistance. Check that all devices on the computer are properly connected to your computer and that the computer is properly connected to the surge protector or UPS.

USB port on the back of your computer. Check that the mouse cable is not damaged or there are no bent or broken pins. If the mouse cable is damaged, or there are bent or broken pins, the mouse will most likely need to be replaced. Restart your computer. Try a mouse that you know works in the same port, to ensure that the mouse port is working. Reinstall the device driver.

• • • •

properly connected to the computer. Make sure that the printer is turned on. Check the cable from the printer to the computer for bent or broken pins. If there are bent or broken pins on the cable or the printer port, a replacement may be required. Check that the printer is online. If the printer is offline, press the online/offline button to switch it to online. If the printer is not the default printer, make sure that it is properly selected in the printer setup. Reinstall the printer driver.

Power

When the computer is turned on, nothing happens:

• If the computer is plugged into a surge protector or UPS, make sure

that the surge protector or UPS is securely connected to an electrical outlet, is switched on and working correctly.

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Speakers

Game Controllers

There is no sound from the speakers (external):

The computer does not recognize the game controller:

• Check the cables of the speakers and make sure they are properly

• Check that the cable connecting the game controller to the computer

• •

•

•

connected to the appropriate jacks on the back of the video card. Check that the speakers are on and receiving power. Check that the volume settings in Windows are turned on and adjusted to a medium level setting. Make sure that all mute controls are off. Test the speakers on another computer to check that they work. If this is not possible, test another set of speakers on your computer to ensure that the audio card is working.

is not damaged and that it is properly connected. Reinstall the device driver for the game controller.

For further troubleshooting, refer to the sound card and/or speaker User Manual. Add-In Cards

The computer does not recognize a PCI or AGP component:

• Check that the cables are properly connected to the PCI or AGP • • • •

component by the device that requires it, such as a monitor to a video card. Check that the cables are not damaged or that the pins are not bent or broken on the cable and the port. Shut down the computer, unplug the power cable, modem cable (if applicable) and any cables attached to the AGP or PCI component and open the case. Reseat the card. Restart your computer. Reinstall any device drivers for the component if required.

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APPENDIX A:

GENERAL & ELECTRICAL SAFETY PRECAUTIONS

63

APPENDIX A:

GENERAL & ELECTRICAL SAFETY PRECAUTIONS

Computer Setup • Read all instructions marked on the product and in the documentation • • • • • • • • •

before operating your computer. Retain all safety and operating instructions. Never use this product near water or a heat source. Only set-up the computer on a stable work surface. Only operate the computer using the power source type indicated on the rating label. If the computer has a voltage selector switch, located on the back of the computer, ensure that the switch is set to the proper voltage setting for your area. Never block or cover any openings or fans in the computer case. These are required for ventilation. Never insert objects of any kind into the ventilation openings. Make sure that the computer is properly grounded when in use. Do not attempt to plug the computer into an outlet not properly grounded. If an extension cord is used with your computer, ensure that the total ampere rating on the computer does not exceed the maximum rating on the extension cord.

When You Should Contact Alienware • • • •

The power cord or plug is damaged. The computer has had liquid spilled into it. The computer was dropped or the case was damaged. Normal operation of the computer does not occur when the operating instructions are followed.

Replacement Components or Accessories It is only advised to use replacement parts or accessories recommended by Alienware.

Computer Use • Do not step or place any objects on the power cord. • Do not spill anything on or into the computer. • To avoid electrical shock, always unplug all power, modem, and any other cables from the wall outlets before handling the computer.

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Appendix A - 65

APPENDIX B:

TERMS AND CONDITIONS AGREEMENT

Agreement Please visit http://www.alienware.co.uk/Profile_Pages/Customer_Terms.aspx to view the terms and conditions agreement. We recommend that you print a copy and file it with your invoice for future reference.

67

APPENDIX C:

LIMITED PRODUCT WARRANTY: DISCLAIMER OF WARRANTIES; AND LIMITATION OF LIABILITY

69

APPENDIX C:

LIMITED PRODUCT WARRANTY: DISCLAIMER OF WARRANTIES; AND LIMITATION OF LIABILITY

We warrant that any part of the Product excluding software, documentation and similar items will be free of defects in workmanship and materials for the period of one year from the date of delivery, unless you purchased an extended warranty (2 or 3 year) in which case for the period of the extended warranty from the date of delivery. During the warranty period, we will, in our sole discretion: (i) Provide replacement parts necessary to repair the Product (ii) Replace the product with a comparable product or (iii) Refund the amount you paid for the product, less depreciation or other charges, upon its return. Replacement parts or products will be new or serviceably used, comparable in function and performance to the original part or product, and warranted for the longer of fourteen (14) days or the remainder of the warranty period. Any additional purchases or upgrades will not extend this warranty. This limited Product warranty covers normal use only. This limited Product warranty does not cover damage caused during shipment (except the shipment to the original purchaser) and any damage caused by: actions that are beyond our control, including without limitation, impacts, fluids, fire, flood, wind, earthquake, lightning or similar disaster, war, lockout, epidemic, destruction of production facilities, riot, insurrection, or material unavailability; unauthorised modifications, attachments or peripherals; improper use, environment, installation or electrical supply; improper maintenance; any other misuse, abuse or mishandling. We will not be responsible for damage to the keyboards or the system or any of its components caused by either internal or external equipment, shorted connections or components not installed by or purchased from us. We will also not replace, repair, or refund on any purchase if the item serial numbers do not match, or if the product is not sold directly by us.

included with Products, the terms of that warranty shall apply to the exclusion of the warranties mentioned above (to the fullest extent permitted by applicable law). The warranty allows for defective parts replaced with the same or equivalent part at no cost. Any other part replacement that is different from the original configuration must be purchased at cost. EXCEPT FOR THE WARRANTIES EXPRESSED IN THIS AGREEMENT, ALIENWARE DISCLAIMS ALL OTHER WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, OTHER THAN THOSE WARRANTIES IMPLIED BY AND INCAPABLE OF EXCLUSION, RESTRICTION OR MODIFICATION UNDER THE APPLICABLE LAW. THE TERM OF ANY IMPLIED WARRANTIES THAT CANNOT BE DISCLAIMED ARE LIMITED TO THE TERM OF THIS AGREEMENT. WE DO NOT LIMIT IN ANY WAY OUR LIABILITY UNDER LAW FOR DEATH OR PERSONAL INJURY CAUSED AS A RESULT OF OUR NEGLIGENCE OR BREACH OF DUTY. WE WILL NOT BE LIABLE TO YOU FOR LOSS OF USE, INTERRUPTION OF BUSINESS, “DOWN TIME”, YOUR TIME, LOSS OF USE OR RELATED EQUIPMENT, LOSS OF USE OF PRODUCTS OR INABILITY TO ORDER PRODUCTS VIA OUR WEBSITE, THE COST OF PROCURING SUBSTITUTE GOODS AND SERVICES RESULTING FROM ANY PRODUCTS, DATA INFORMATION OR SERVICES PURCHASED OR OBTAINED OR MESSAGES RECEIVED OR TRANSACTION ENTERED INTO THROUGH OUR WEBSITE, UNAUTHORISED ACCESS TO OR ALTERATION OF YOUR TRANSMISSION OR DATA, OR STATEMENTS OR CONDUCT OF ANY THIRD PARTY REGARDING ANY THIRD PARTY REGARDING ANY MATTER RELATING TO CONTENT DOWNLOADED FROM OUR WEBSITE OR OTHER MEDIA, LOST PROFITS, LOST DATA OR OTHER CONSEQUENTIAL, INCIDENTAL, PUNITIVE OR SPECIAL DAMAGES, HOWEVER CAUSED, WHETHER FOR BREACH OF WARRANTY, CONTRACT, TORT (INCLUDING NEGLIGENCE), ABSOLUTE OR STRICT LIABILITY OR OTHERWISE, EVEN IF ADVISED OF SUCH A POSSIBILITY, OTHER THAN THOSE DAMAGES THAT ARE INCAPABLE OF LIMITATION, EXCLUSION OR RESTRICTION UNDER THE APPLICABLE LAW.

If hardware not manufactured by us is included as or with Products available for purchase from us and a separate third party warranty for that hardware is

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Appendix C - 71

Software The warranties mentioned above do not cover any software products contained in or supplied with the Products (whether produced by us or other parties). No warranties (express or implied) with respect to software sold with or embedded or incorporated into Products are given, save any expressly set out in any accompanying software end-user licence agreement or other terms included with the software. Any such software is provided “AS IS” (i.e. without warranty or conditions as to its satisfactory quality, fitness for purpose or correspondence with description) unless expressly provided in any end-user licence agreement or software or other product warranty from the relevant manufacturer or licensor, enclosed with the relevant Products. Please refer to the end-user licence agreements and/or guarantees included with the Products, for your rights with regards to the manufacturer or supplier of software, and the parties’ respective obligations with respect to that software. Our warranties do not include the correction or avoidance of software defects or errors or the loading or re-loading of your software or data or any reconfiguration of Products beyond reloading the operating system software as installed in the Products before shipment (subject to software availability). Modification of Warranties We reserve the right to modify warranties (in or referred to in these terms and conditions), at any time. However, Contracts accepted on the basis of previous terms and conditions that applied to your purchase (at the time of purchase) remain unaffected. Nothing in these terms and conditions limits, excludes or affects (and should not be read to limit, exclude or affect) our liability which, under the Irish law cannot be excluded or limited or limits, excludes or affects your statutory rights under Irish law. Alienware warrants to the original purchaser that any part of the computer excluding software, documentation and similar items will be free of defects in workmanship and materials for the period of your warranty from the date of delivery. During the warranty period, Alienware will, at its option: (1)

72 - Appendix C

provide replacement parts necessary to repair the product; (2) replace the product with a comparable product; or (3) refund the amount you paid for the product, less depreciation, upon its return. Replacement parts or products will be new or serviceably used, comparable in function and performance to the original part or product, and warranted for the longer of fourteen days or the remainder of the warranty period. Any additional purchases or upgrades will not extend this warranty. This limited product warranty covers normal use only. This limited product warranty does not cover damage caused during shipment (except the shipment to the original purchaser) and any damage caused by: actions that are beyond Alienware’s® control, including without limitation, impacts, fluids, fire, flood, wind, earthquake, lightning or similar disaster, war, lockout, epidemic, destruction of production facilities, riot, insurrection, or material unavailability; unauthorized modifications, attachments or peripherals; improper use, environment, installation or electrical supply; improper maintenance; any other misuse, abuse or mishandling. This limited product warranty does not cover software or non-Alienware branded products. Any warranty applicable to software or non-Alienware branded products is provided by the original manufacturer.

EXCEPT FOR THE WARRANTIES EXPRESSED IN THIS AGREEMENT, Alienware DISCLAIMS ALL OTHER WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, OTHER THAN THOSE WARRANTIES IMPLIED BY AND INCAPABLE OF EXCLUSION, RESTRICTION OR MODIFICATION UNDER THE APPLICABLE LAW. THE TERM OF ANY IMPLIED WARRANTIES THAT CANNOT BE DISCLAIMED ARE LIMITED TO THE TERM OF THIS AGREEMENT. ALIENWARE’S® AND YOUR MAXIMUM LIABILITY TO THE OTHER IS LIMITED TO THE PURCHASE PRICE YOU PAID FOR PRODUCTS OR SERVICES PLUS INTEREST AS ALLOWED UNDER THE APPLICABLE LAW. NEITHER YOU NOR Alienware WILL BE LIABLE TO THE OTHER FOR PROPERTY DAMAGE, PERSONAL INJURY, LOSS OF USE, INTERRUPAppendix C - 73

TION OF BUSINESS, “DOWN TIME”, PURCHASER’S TIME, LOSS OF USE OF RELATED EQUIPMENT, LOST PROFITS, LOST DATA OR OTHER CONSEQUENTIAL, INCIDENTIAL, PUNITIVE OR SPECIAL DAMAGES, HOWEVER CAUSED, WHETHER FOR BREACH OF WARRANTY, CONTRACT, TORT (INCLUDING NEGLIGENCE), ABSOLUTE OR STRICT LIABILITY OR OTHERWISE, OTHER THAN THOSE DAMAGES THAT ARE INCAPABLE OF LIMITATION, EXCLUSION OR RESTRICTION UNDER THE APPLICABLE LAW. THIS AGREEMENT GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS THAT VARY FROM JURISDICTION TO JURISDICTION. SOME JURISDICTIONS DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS OR THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATIONS OR EXCLUSIONS MAY NOT APPLY TO YOU. The above constitutes purchaser’s exclusive remedies for breach of warranty.

Obtaining Warranty Service Please contact Alienware’s Technical Support or Customer Service departments. Have the manual, Customer ID number (located on your computer) and proof of purchase information available. The Technical Support staff will assist you in diagnosing the problem over the phone. If the problem cannot be resolved over the phone, a Technical Support representative will decide on the best course of action for complete customer satisfaction.

If a Technical Support representative determines a component is defective, you will be issued an RMA number and you will be given the following two options: Depot You may return the defective system using our Alienware® DHL account. This account number will be given to you when speaking with an agent. Carefully pack the system using original Alienware® box along with any corresponding documentation and/or accessories. Take the DHL return sticker, located in the back of your Alienware® binder and retain in the same condition until DHL arrive to collect your system. Include the following:

• A brief description of the problem you are having, the RMA number,

your name, your account number and a verified shipping address. Including this information will speed up the replacement process.

• All packages must be shipped using the method selected by Alienware;

proper completion of the Air Waybill is important (if applicable) and must include a total declared value (insurance), package weight and your return address. Alienware is not responsible for the contents of insufficiently insured packages. If you have any questions, please do not hesitate to contact our customer service department. Please note that the transportation companies will only pick up packages in the afternoon within a four-hour time window. Once Alienware receives the system, it will be tested. If components are deemed defective, they will be replaced. The entire replacement process will take approximately 5 – 7 business days from the day we receive the defective unit. You will be notified if there is a possibility this time will exceed 5 – 7 business days.

Replacing a Defective Component All components returned without an Alienware authorized RMA number (provided by an Alienware Technical Support/Customer Service representative) will be rejected and returned to sender.

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Appendix C - 75

Advance Part Replacement If you would prefer to receive a replacement before returning the defective component, a deposit – equal to the cost of the component – will be charged to your credit card. This deposit will be refunded upon receipt of the defective component. This process will take 2-3 business days depending on inventory and approval of the deposit charge. This timeframe is subject to change; always check with a Technical Support/Customer Service representative. Please be sure to verify your shipping address if it is different from the address to which your Alienware computer was originally shipped. Once you are ready to return the defective component, we ask that you include with it the following: a brief description of the problem, your Alienware-issued RMA number and your personal contact information. When you fill out the Air Waybill (if applicable), please include your RMA number next to your name. All packages must have proper completion of the Air Waybill and must include a total declared value (insurance), package weight and your return address. Alienware will not be responsible for packages insured incorrectly. Please contact Alienware support to schedule a pick-up.

Items to check before returning component(s) to Alienware:

• The RMA number and personal contact information are on the Air • • • •

Waybill or Return Sticker. You have the correct package weight and declared value (insurance) is clearly printed on the shipping bill. You included a brief note explaining the problem encountered. Please include your RMA number, name and order number on this note. The component is properly packaged and secured in its box. You included any corresponding documentation, CDs/disks and accessories for the component returned.

Keep in mind: You will have up to 5 business days to return the defective component; beyond that time, shipping charges will apply. No refunds will be issued if the defective components are not returned within 5 business days. In order to prevent any delays in the refund or replacement process, please be sure to return all materials including manuals, CDs/disks and accessories corresponding to the defective part. Incomplete materials will result in additional charges. All returned components are tested for defects. It is our priority to make sure your computer is working to our standards; once you have received the replacement component(s), please contact us so we may assist you in its installation. When returning a component, be sure the shipping method selected is Alienware’s preferred shipping company. Alienware will not cover expenses for any other shipping method.

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Appendix C - 77

APPENDIX D: CONTACTING ALIENWARE

79

APPENDIX D: CONTACTING ALIENWARE®

Customer Service Alienware Customer Service is available to provide billing information, tracking information on shipments, order status or general queries. Please have your account number or customer ID number available when you call. Country

Telephone

Sales Our sales team is available Monday through Saturday to meet all your computer sales needs. They specialize in making sure you get exactly the computer you want. Country

Telephone

E-mail

E-mail

United Kingdom:

0800 279 9751 Option 1

[email protected]

United Kingdom: 0800 279 9751 Option 2

[email protected]

Germany:

0800 100 5079 Option 1

[email protected]

Germany:

0800 100 5079 Option 2

[email protected]

France:

08 05 11 37 01 Option 1

[email protected]

France:

08 05 11 37 01 Option 2

[email protected]

Spain:

0800 099 942 Option 1

[email protected]

Spain:

0800 099 942 Option 2

[email protected]

International Sales:

00353-906 456 500

[email protected]

International:

00353-906 456 500

[email protected]

Hours of Operation: Hours of Operation:

Monday–Friday 09:00 - 19:00 GMT Saturday 10:00 - 15:00 GMT - UK & IRE ONLY

Technical Support The Technical Support department is available to provide technical support and troubleshooting with your Alienware® computer. Phone support is available for computers under warranty. Please have your account number available. Country

Telephone

United Kingdom: 0800 279 9751 Option 3

E-mail [email protected]

Germany:

0800 100 5079 Option 3

[email protected]

France:

08 05 11 37 01 Option 3

[email protected]

Spain:

0800 099 942 Option 3

[email protected]

International:

00353-906 456 500

[email protected]

Hours of operation:

80 - Appendix D

Monday–Friday 09:00 - 19:00 GMT Saturday 10:00 - 15:00 GMT - UK & IRE ONLY

Corporate Headquarters Mailing address:

Web Address:

Alienware® Limited Unit 1, Blyry Industrial Estate Athlone Co. Westmeath Ireland

England: www.alienware.co.uk Germany: www.alienware.de France www.alienware.fr Spain www.alienware.com.es

24/7

Appendix D - 81