A. Rivera troubleshooting by Alexus Rivera

Troubleshooting #1

ricedale000 — 2017-10-12 13:22:09 UTC

isolation step 1
Eliminate thermal checks

Ensure through event logs (either in BIOS, or in the OS) that the system is not shutting down due to thermal issues.

If thermal issue is confirmed follow the steps below:

Ensure fans are operational.
Ensure heat sinks are not obstructed.
Ensure thermal material is in place.

Troubleshooting #1

ricedale000 — 2017-10-12 13:22:17 UTC

Isolation Step 2
Check beep codes
For system-board with and on-board speaker check for beep codes.

Checking a beep code involves inducing an error condition such as removing all of the memory.
If the system beeps, the processor is performing basic functions and is likely not the source of the problem.
If there are two processors in the system ensure 2nd processor is removed while testing for beep codes. If you do hear beep codes, swap the processor and test again.

Processor

ricedale000 — 2017-10-12 13:44:40 UTC

The central processing unit, is the brain of the computer/laptop.

Memory

ricedale000 — 2017-10-12 13:53:26 UTC

Stores information which is later used for immediate use on the computer/laptop

Troubleshooting #1

ricedale000 — 2017-10-12 14:10:07 UTC

Isolation step 1
Reseating memory module
Reseat the memory modules (DIMM) and recheck for a memory error. If there are no errors identified and the system is working do not replace the memory.

Troubleshooting #2

ricedale000 — 2017-10-12 14:13:02 UTC

Isolation Steps 2
Multiple memory modules
If there is more than 1 memory module, remove all but the memory in the first slot.

If the error remains, swap out the other memory module into the same slot
If the error is gone, then it was the issue with the first memory module.
If the error remains, it's likely the issue with the memory slot in the system board.
Only replace the faulty memory module, unless specified otherwise on Dell's dispatch notes

Hard Drive

ricedale000 — 2017-10-13 13:09:09 UTC

The primary computer storage device, which spins, reads and writes one or more fixed disk platters.

Troubleshooting #1

ricedale000 — 2017-10-13 13:12:05 UTC

Isolation step 1
Boot issues-considerations

Run the hard drive self-test from ePSA.
Running the hard drive self-test is 90% effective and takes less than 7 minutes regardless of the size of the hard drive.
This will help in avoiding unnecessary replacement and repeat dispatch.

Troubleshooting #2

ricedale000 — 2017-10-13 13:27:56 UTC

Isolation step 2
Boot issues-troubleshooting steps

Turn on the system and press key for entering into BIOS.
Using the down arrow key navigate to hard drive field.
If hard drive is not detected, shut down the system and reseat hard drive connector.
If hard drive is detected, restart the system and run ePSA, (follow the steps A through E to run ePSA).

Overheating/ Shutdown

ricedale000 — 2017-10-13 13:43:38 UTC

Heat is a computer's enemy. Computers are designed with heat dispersion and ventilation in mind so they don't overheat. If too much heat builds up, your computer may become unstable, suddenly shut down, or even suffer component damage.

Troubleshooting #1

ricedale000 — 2017-10-13 13:45:34 UTC

Isolation step 1
Overheating and intermittent shut down
Overheating and intermittent shut down may be caused when debris or dust clog the fan exhaust port. This is especially notices on systems operating in a dusty environment.

Clean the clogged parts by blowing air directly into the fan exhaust port (either by blowing with mouth or using compressed canned air).
The air must be sent directly into the heat sink vents. This is always on the sides or back of the machine.
Limit the duration of compressed air (short 2-3 second intervals) to avoid excessive spooling (RPM) of the fan
If you cannot get compressed air into the exhaust port, place a vacuum hose on the intake port to extract the debris from the bottom of the system.

Troubleshooting #2

ricedale000 — 2017-10-13 13:48:54 UTC

Isolation step 2
insufficient thermal bonding
If the system's thermal solution (heat sink) is disassembled, ensure that all thermal interface material is in place.

Between CPU and heat sink, ensure thermal grease or a thermal pad is in place.
Between the heat sink and the graphic processor unit (GPU) - Portables only, ensure colored pads are in place.

Power supply units

ricedale000 — 2017-10-13 13:56:13 UTC

A power supply unit converts mains AC to low-voltage regulated DC power for the internal components of a computer. Modern personal computers universally use switched-mode power supplies. Some power supplies have a manual switch for selecting input voltage, while others automatically adapt to the mains voltage

Troubleshooting #1

ricedale000 — 2017-10-14 16:54:25 UTC

Isolation step 1
verifying power source and power adapter
Verify the power source with another electrical device.
Verify that the power adapter works after unplugging it from the computer but keeping it plugged into the outlet.

Most power adapters have a simple diagnostic LED (Off, Green or Blue) for troubleshooting:

Green and Blue color indicates adapter is working fine.
If LED is off, reseat the connectors on the power adapter and the system and swap power cord with known good power adapter if possible

Troubleshooting #2

ricedale000 — 2017-10-14 16:58:19 UTC

Isolation step 2
Reseating the connection
If reseating the connection does not fix the issue, try resetting the power adapter.

Unplug adapter power cord from the wall outlet and from the system.
Keep it ideal for about 2 minutes so it will reset.
Reconnect adapter to the system and to the wall outlet.
If the LED is not glowing, may be adapter is faulty and further troubleshooting

If adapter works fine after reseating

Isolate the power adapter issue by removing internal connectors, power connectors, or the cable harness to identify whether any of these components are causing this issue.
Continue troubleshooting by reconnecting devices one at a time to identify the failed component (like hard drive, optical disk drive, daughter boards etc.).

System board

ricedale000 — 2017-10-14 17:09:26 UTC

Troubleshooting #1

ricedale000 — 2017-10-14 17:09:55 UTC

Isolation step 1
By removing memory modules
Easiest way to verify the functionality of system board is by removing the memory module. If 4 beeps are not heard while turning on the system then the system board is faulty.

no boot after system board replacement

ricedale000 — 2017-10-14 17:19:09 UTC

Troubleshooting #1

ricedale000 — 2017-10-14 17:20:18 UTC

change the BIOS options
Windows 7
SATA Operations – AHCI (RAID ON if system has a RAID CARD or if RAID is configured on the system)

Boot Mode – Legacy

Secure Boot – Disabled

Boot Sequence – Set the Hard Drive (with the Operating System installed) as the Fist Boot Device

Windows 8/8.1

ricedale000 — 2017-10-14 21:35:27 UTC

SATA Operations – AHCI (RAID ON if system has a RAID CARD or if RAID is configured on the system)

Boot Mode – UEFI

Secure Boot – Enabled (Change it to Disabled if it does not boot)

Legacy ROM – Enabled

Boot Sequence – Set the Hard Drive (with the Operating System installed) as the Fist Boot Device

Windows

ricedale000 — 2017-10-14 21:38:57 UTC

SATA Operations – AHCI (RAID ON if system has a RAID CARD or if RAID is configured on the system)

Boot Mode – UEFI

Secure Boot – Off

Legacy ROM – Enabled

Boot Sequence – Set the Hard Drive (with the Operating System installed) as the Fist Boot Device

LCD/Display

ricedale000 — 2017-10-14 21:39:27 UTC

Troubleshooting #1

ricedale000 — 2017-10-15 17:06:02 UTC

isolation step 1
basic verification of power source and connections

Verify the external power source or wall socket.
Verify the intermediary or connecting devices such as extension cords or surge suppressors.
Swap the power cord/adapter and video input cable

Turn off both your computer and the monitor.
Unplug the video cable from the back of the computer. To ensure proper Self-Test operation, remove all video cables from the back of computer.
Turn on the monitor. The floating dialog box should appear on-screen (against a black background) if the monitor cannot sense a video signal and is working correctly. While in self-test mode, the power LED remains blue. Also, depending upon the selected input, one of the dialog boxes shown below will continuously scroll through the screen.
This box also appears during normal system operation if the video cable becomes disconnected or damaged.
Turn off your monitor and reconnect the video cable; then turn on both your computer and the monitor.

Troubleshooting #2

ricedale000 — 2017-10-15 17:08:15 UTC

isolation step 2
monitor self-test and operation

Turn off both your computer and the monitor.
Unplug the video cable from the back of the computer. To ensure proper Self-Test operation, remove all video cables from the back of computer.
Turn on the monitor. The floating dialog box should appear on-screen (against a black background) if the monitor cannot sense a video signal and is working correctly. While in self-test mode, the power LED remains blue. Also, depending upon the selected input, one of the dialog boxes shown below will continuously scroll through the screen.
This box also appears during normal system operation if the video cable becomes disconnected or damaged.
Turn off your monitor and reconnect the video cable; then turn on both your computer and the monitor.

Troubleshooting #3

ricedale000 — 2017-10-15 17:09:43 UTC

isolation step 3
monitor built-in diagnostics
For those monitors that support built-in diagnostics, check the respective monitors troubleshooting section for detailed instruction for launching the built-in diagnostics.

Dell UZ2x15H series Flat panel monitor is used here as an example

Ensure that the screen is clean (no dust particles on the surface of the screen).
Unplug the video cable(s) from the back of the computer or monitor. The monitor then goes into the self-test mode.
Press and hold Button 3 and Button 6 on the front panel simultaneously for 2 seconds. A gray screen appears.
Carefully inspect the screen for abnormalities.
Press Button 3 on the front panel again. The color of the screen changes to red.
Inspect the display for any abnormalities.
Repeat steps 5 and 6 to inspect the display in green, blue, black, white and text screens.
The test is complete when the text screen appears. To exit, press Button 3 again

Troublshooting #4

ricedale000 — 2017-10-15 19:01:23 UTC

isolation step 1
LCD BIST
Most Notebooks have an LCD BIST which runs independently of the video controller which can be run through:

ePSA Diagnostics
Standalone LCD BIST

LCD BIST through eSPA

Turn on the system.
At the Dell splash screen tap continuously on key until the one-time boot menu appears.
Using the down arrow key navigate to the Diagnostics option and press key, to start ePSA.
At about 15 seconds after starting the ePSA user will hear a beep and a question will appear on the system screen, if colors are displayed properly. Press key for No and fail ePSA to initiate LCD BIST. Flashing color patterns and loud beeps follow. This entire sequence takes less than 2 minutes, and the BIST portion itself lasts only a few seconds.
At the end of the test, a message appears: "Video – User reported the patterns were not displayed Continue testing?" This does not by itself mean the LCD failed; remember the BIST was deliberately activated by pressing N (No).
If the color patterns do not appear, the beeps are very low or inaudible, or the video issue is clearly seen during the BIST (i.e., lines on screen), the LCD BIST fails and you can replace the LCD.
If the beeps and flashing color patterns appear without any distortion, the LCD should be fine. Do not replace the LCD. Provided that software, settings, and other factors are ruled out, the root cause then could be the video card/motherboard.

standalone LCD BIST

Hold down the "D" key and press the power button.
The system will immediately launch the LCD BIST

troubleshooting #5

ricedale000 — 2017-10-15 21:13:48 UTC

LVDS cable

Prior to LCD replacement, always check LCD cables for good connection. If in doubt, re-seat and re-check.
If inverter or converter board is also dispatched, they should be tried prior to LCD replacement. (As with all multi-part dispatches, try and eliminate the least expensive commodities first.)
It is not typical to have multi-part failure. If the LCD BIST fails, do not replace the motherboard unless it also clearly fails a diagnostic test, or thorough logical troubleshooting identifies some other fault with it. Avoid replacing multiple parts unnecessarily.

troubleshooting #6

ricedale000 — 2017-10-15 21:15:12 UTC

external monitor
Using an external monitor is not adequate troubleshooting; however, the use of an external monitor can help isolate a display problem.

If the problem resolves on the external display, it is likely the LCD.
If the problem persists on the external display, it is likely the video adapter.

No post No video

ricedale000 — 2017-10-15 21:16:57 UTC

troubleshooting #1

ricedale000 — 2017-10-15 21:29:14 UTC

isolation step 1
point of failure for a desktop

troubleshooting #2

ricedale000 — 2017-10-15 21:34:17 UTC

point of a failure for a portable

troubleshooting #3

ricedale000 — 2017-10-15 21:44:04 UTC

isolation step 1
no post
When troubleshooting a no-POST issue, or any other kind of computer issue, your goal is to isolate the problem to one thing. In the case of no POST issues, this will likely be one of the components below.

System Memory
Power
Nonessential components such as the hard drive, peripherals, and docking station.
Processor
System Board

Reseat: Memory modules and expansion cards should be reseated. This means that memory modules or expansion cards should be removed from their sockets and then replaced.

Swap: Whenever possible, find a known good part that you can swap with a part that you suspect might be bad.

Remove: Whenever possible, remove or disconnect all nonessential components from the computer. If the part is not necessary to recreate the problem, remove it.

Troubleshooting #4

ricedale000 — 2017-10-15 21:45:39 UTC

isolation step 2
no video
Video initializes during the POST process. If the computer stops before it completes POST, there may be no video.

Because there is no video being displayed, it can be difficult to determine if the problem is a video issue or a POST problem. With POST issues, there are usually other indicators that can be used for isolation, like diagnostic LEDs or beep codes.

Sometimes you will see video when the computer starts up, but the screen might go blank when Windows starts to load.

This is usually caused by driver corruption. A driver is software that allows the operating system to work with a particular piece of hardware.

Troubleshooting #5

ricedale000 — 2017-10-15 21:51:06 UTC

desktop isolation

Use the User Guides to find the settings for the display.
- Brightness/Contrast
- Meaning of yellow and blinking monitor power LED
- Self-Test
If customers have a second computer, they will usually have another working display that they are willing to swap with the problem computer.
When customers do not have a known good display to swap, it can be difficult to determine if the problem is with the graphics adapter or the monitor.

Portables have the same troubleshooting steps and logic with a few vari

troubleshooting #6

ricedale000 — 2017-10-15 21:54:03 UTC

portable isolation
Portables have the same troubleshooting steps and logic with a few variations and additions.

Reseating the LCD Cable:

Use the User Guides to find the setting for the LCD display.
Reseating the LCD cable is one of the major troubleshooting steps when you're getting a no video issue. Before you can reseat the LCD cable, you must remove the hinge cover.

Using an External Monitor:

Many customers have a second computer. The other computer will usually have a working external display. Often customers are willing to attach this display to the portable.
If an external monitor shows video, then it's possible that the LCD is causing the issue. If you get the same issue on both displays, then it's possible that the video card is causing the issue
When customers do not have a known good display to attach externally, it can be difficult to determine if the problem is with the graphics adapter or the LCD.

troubleshooting #7

ricedale000 — 2017-10-15 22:08:56 UTC

isolation step: using eSPA
The Preboot System Assessment (ePSA) diagnostic tool can be used to troubleshoot no video in two ways. When you activate the ePSA, you get audio tones as it goes through its initial tests.

If you hear the tones but see no video, then you can suspect the LCD/Monitor or video card might be the problem.

The second reason to use ePSA is to troubleshoot portables with video issues. There is a direct signal generated to the LCD that scans through 4 full screen colored panels. If you can see those, then the display itself is likely not the cause of the failure

Real time talk clock reset

ricedale000 — 2017-10-15 22:13:15 UTC

troubleshooting #1

ricedale000 — 2017-10-15 22:14:05 UTC

The Real Time Clock (RTC) reset function allows you or the service technician to recover Dell XPS, Latitude and Precision systems from No POST/No Boot situations.

You can initiate the RTC reset on the system from a power off state and is connected to AC power. Press and hold the power button for twenty-five (25) seconds. The system RTC Reset occurs after you release the power button.

The RTC reset will reset the BIOS to Defaults, un-provision Intel vPro (The IT administrator’s vPro account and password on the system will be "un-provisioned," and the system will need to go back through the setup and configuration process again to connect it to the vPro server again.) and reset the system date and time.

The following items are unaffected by the RTC reset:

Service Tag
Asset Tag
Ownership Tag
Admin Password
System Password
HDD Password
Key Databases
System Logs

These items may or may not reset based on on your custom BIOS setting selections:

The Boot List
Enable Legacy Option ROMs
Secure Boot Enable
- Allow BIOS Downgrade

latitude self-heal

ricedale000 — 2017-10-15 22:19:29 UTC

BIOS recovery

ricedale000 — 2017-10-15 22:23:58 UTC

Troubleshooting #1

ricedale000 — 2017-10-15 22:24:28 UTC

BIOS recovery
BR1 is only applicable via USB key only method.

BR1 recovery files are known as Crisis Recovery (CR) files (.cap or .hdr) .
BR1 is only supported on Inspiron, Vostro, XPS, Alienware notebook platforms shipping before NOV 2015 (System prior Skylake processor)

Troubleshooting #2

ricedale000 — 2017-10-16 13:14:02 UTC

BR2 process
BR2 is a Boot Block technology software designed to recover a corrupted BIOS Possibility of solving No Post and No Boot related issue.

The key feature is to provide flexibility to initiate the BR2 process from:

System's primary hard drive
External USB key.

Essential knowledge
BR2 does not support trigger via Touch Panel

Notebook platform uses built-in keyboard only as trigger method
Desktop, AIO and pAlO platform uses external keyboard (Bluetooth Keyboard only works if BIOS has POST support for platform specific Bluetooth Keyboard)
Tablet platform uses buttons as trigger method
Convertible and Detachable platform supports trigger from both external keyboard or buttons

BR2 Image default search location

When no USB key is plugged into the system, BIOS Recovery will be attempted from the HDD
If a USB key is inserted then by default, external USB key 's the first search location
In the situation where images present 'n both external and primary HDD, the 'mage 'n the USB key will be executed

BIOS Admin Password

If there was a BIOS Admin Password set earlier, user is required to enter the password prior launching
BR2 setup page

Encrypted Hard Drive / Hard Drive Password Protected

The BR2 does not support recovery from :
- Encrypted Hard Disk Drive
- When Hard Disk Drive password 's set
BR2 will attempt to search for the recovery image but eventually will fail as indicated by LED Codes

Tablet Special Case

When using an external USB key to recover the BIOS on a tablet with single USB port for power and data, user needs to ensure that battery 's charged to at least 50% before initiating the process

Recovery settings in BIOS

Recovery from system's primary Hard Disk Drive option can be disabled by user in BIOS
When this option is disabled, BIOS will not save a copy of recovery file into the hard drive when user flash the BIOS
This setting is set to Enabled by default
It is not possible to recovery BIOS from the Hard Drive if the Customer unchecked this option before failure occurred

Essential knowledge

ricedale000 — 2017-10-16 13:23:16 UTC

troubleshooting #3

ricedale000 — 2017-10-16 13:26:07 UTC

1/ BR2 does not support trigger via touch panel

Notebook platform uses built-in keyboard only as trigger method
Desktop, AIO and pAlO platform uses external keyboard (Bluetooth Keyboard only works if BIOS has POST support for platform specific Bluetooth Keyboard)
Tablet platform uses buttons as trigger method
Convertible and Detachable platform supports trigger from both external keyboard or buttons

Troubleshooting #4

ricedale000 — 2017-10-16 13:30:20 UTC

2/BR2 image default search location

When no USB key is plugged into the system, BIOS Recovery will be attempted from the HDD
If a USB key is inserted then by default, external USB key 's the first search location
In the situation where images present 'n both external and primary HDD, the 'mage 'n the USB key will be executed

Troubleshooting #5

ricedale000 — 2017-10-16 13:31:56 UTC

3/ BIOS admin password
If there was a BIOS Admin Password set earlier, user is required to enter the password prior launching
BR2 setup page

Troubleshooting #6

ricedale000 — 2017-10-16 13:34:01 UTC

4/encrypted hard drive/ hard drive password protected

The BR2 does not support recovery from :
- Encrypted Hard Disk Drive
- When Hard Disk Drive password 's set
BR2 will attempt to search for the recovery image but eventually will fail as indicated by LED Codes

troubleshooting #7

ricedale000 — 2017-10-16 13:36:50 UTC

5/tablet special case
When using an external USB key to recover the BIOS on a tablet with single USB port for power and data, user needs to ensure that battery 's charged to at least 50% before initiating the process

troubleshooting # 8

ricedale000 — 2017-10-16 13:41:07 UTC

6/ recovery settings in BIOS

Recovery from system's primary Hard Disk Drive option can be disabled by user in BIOS
When this option is disabled, BIOS will not save a copy of recovery file into the hard drive when user flash the BIOS
This setting is set to Enabled by default
It is not possible to recovery BIOS from the Hard Drive if the Customer unchecked this option before failure occurred

Troubleshooting #9

ricedale000 — 2017-10-16 13:42:45 UTC

7/Maintain current BIOS settings
If user wash to keep the current BIOS settings, set the "Reset NVRAM" option to "Disabled" before starting the recovery process

Troubleshooting #10

ricedale000 — 2017-10-16 13:45:20 UTC

8/ What to do when hard drive disk was replaced or formatted before?

In order to successfully execute BIOS Recovery via HDD, the BIOS recovery file (BOS CUR.RCV) must be present on the ESP partition of the primary HDD.
If Hard Disk Drive was replaced or formatted, the original ESP partition including the recovery file will be lost and BIOS recovery is no longer possible.
To re-provision the HDD for BIOS Recovery, we must ensure that ESP partition is created before flashing the BIOS (even the same version).
BIOS must be set to UEFlboot, and not Legacy boot.

Troubleshooting #11

ricedale000 — 2017-10-16 13:47:38 UTC

9/when to use BIOS recovery via USB key
BIOS Recovery via USB method should only be executed when BIOS Recovery via HDD is not
possible (Recovery file or ESP partition is missing)

Troubleshooting #12

ricedale000 — 2017-10-16 13:52:53 UTC

10/Download BR files for external USB key

Where to obtain BIOS recovery files:
- For supported system with Dell BIOS (Business Client (BC) Platform), the files can be downloaded from Dell’s eSupport site
Download the BIOS executable fie and rename the file name and type to BIOS_IMG.RCV
Rollback BIOS option is not available when recovering using external USB Key

Trigger method

ricedale000 — 2017-10-16 13:55:16 UTC

Troubleshooting #13

ricedale000 — 2017-10-16 13:55:55 UTC

1/Desktop & AIO

Turn on the PC.
Immediately hold down on "Ctrl-Esc" Key until the BIOS Recovery page appear.

The "Ctrl+Esc" key combination trigger is used on platforms where external keyboard is the primary input.
This applies to Desktop, AIO and portable-AIO platforms

Supported Keyboard type:

PS2 Keyboard
USB Keyboard
BT Keyboard (If BIOS has POST Support for Platform specific BT Keyboard)

Troubleshooting #14

ricedale000 — 2017-10-16 13:57:55 UTC

2/notebook

Hold down
Plug in AC Adapter to notebook
Release the “CTRL + Esc” key

troubleshooting #15

ricedale000 — 2017-10-16 15:43:31 UTC

3/tablet

Hold down "Volume Down" Button
Plug in AC Adapter to tablet
Release the "Volume Down" Button

troubleshooting #16

ricedale000 — 2017-10-16 15:45:15 UTC

4/convertible and detachable platform
Convertible and detachable platform supports both Key sequence and Button sequence where touch is the primary input and the physical keyboard is part of the standard hardware configuration.

Key Sequence Trigger

Hold down "CTRL + Esc" key
Plug in AC Adapter
Release the "CTRL + Esc" key

Button Sequence Trigger

Hold down "Volume Down" Button
Plug in AC Adapter
Release the "Volume Down" Button

onsite troubleshooting flow

ricedale000 — 2017-10-16 15:50:39 UTC

troubleshooting #1

ricedale000 — 2017-10-16 15:56:23 UTC