Jocelyn R. Troubleshooting by

Processor

riosjoc0011 — 2017-10-12 12:44:57 UTC

a chip in the motherboard that does the thinking for the computer

troubleshooting 1

riosjoc0011 — 2017-10-12 12:46:00 UTC

we have to eliminate thermal checks. if there is a thermal problem makes sure that the fan is working, the heat sink is not broken, and thermal material is in place

troubleshooting 2

riosjoc0011 — 2017-10-12 12:48:02 UTC

we have to check beep codes.. if the computer beeps that means that the processor is not the source of the problem and if it has a second processor make sure that that one is working also

Memory

riosjoc0011 — 2017-10-12 12:50:16 UTC

it is the thing that keeps everything in the computer

memory troubleshooting 1

riosjoc0011 — 2017-10-12 12:52:04 UTC

make sure that the memory module is seated correctly on the motherboard and that it is correctly plugged in

memory troubleshooting 2

riosjoc0011 — 2017-10-13 12:01:51 UTC

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

Hard drive

riosjoc0011 — 2017-10-13 12:16:07 UTC

Hard drive failures can be confirmed by running ePSA, without confirming the issues do not replace the part. Run the hard drive self-test from ePSA.

hard drive 1

riosjoc0011 — 2017-10-13 12:22:30 UTC

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.

hard drive 2

riosjoc0011 — 2017-10-13 12:28:27 UTC

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

riosjoc0011 — 2017-10-13 12:31:15 UTC

Overheating of system cam result is system shutdown or it might even slow down the performance of the system. 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.

overheating/shutdown 1

riosjoc0011 — 2017-10-13 19:13:23 UTC

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.

overheating/shutdown 2

riosjoc0011 — 2017-10-13 19:15:04 UTC

If the system's thermal solution (heat sink) is disassembled, ensure that all thermal interface material is

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

riosjoc0011 — 2017-10-13 19:18:11 UTC

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

power supply units 1

riosjoc0011 — 2017-10-13 19:22:10 UTC

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.

If reseating the connection does not fix the issue, try resetti

power supply unit 2

riosjoc0011 — 2017-10-15 19:01:48 UTC

If reseating the connection does not fix the issue, try resetting the power adapter then Unplug adapter power cord from the wall outlet and from the system. Keep it ideal for about 2 minutes so it will reset. then 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

riosjoc0011 — 2017-10-15 19:05:52 UTC

System board issues can be identified with the help of various indicators like diagnostics LEDs, power button LEDs and beep codes.

System Board 1

riosjoc0011 — 2017-10-15 19:16:19 UTC

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

riosjoc0011 — 2017-10-15 19:18:51 UTC

To boot a computer is to load an operating system into the computers main memory or random access memory (RAM). Once the operating system is loaded it's ready for users to run applications.

No Boot after System Board replacement

riosjoc0011 — 2017-10-15 19:24:26 UTC

If the technician can access BIOS before parts replacement, it is advisable to note down current setting in BIOS on a piece of paper PRIOR to replacement. (Highly Recommended).If the system is not functioning before System Board replacement and the technician cannot access the BIOS and retrieve the settings from the Original System Board.

LCD/Display

riosjoc0011 — 2017-10-15 19:26:14 UTC

LCD is the technology used for displays in computers. LCDs allow displays to be much thinner.

LCD/Display 1

riosjoc0011 — 2017-10-15 19:30:15 UTC

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

LCD/Display 2

riosjoc0011 — 2017-10-15 19:35:01 UTC

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.

LCD/Display 3

riosjoc0011 — 2017-10-15 19:39:40 UTC

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

No Post No Video

riosjoc0011 — 2017-10-15 21:58:30 UTC

The points of failure (POF), there are some essential POFs. These POFs are critical for the computer to POST.

You will need to use your logical thinking and troubleshooting skills to determine if you have a POST or a Power issue. Here we will discuss POST failures.

Nonessential POFs are not necessary for the computer to complete POST, but they can still cause a problem with POST. Nonessential components can be removed from the computer during POST troubleshooting.

Remember, while nonessential POFs are not necessary for POST, they are essential for normal computer operation.

Real Time Clock reset

riosjoc0011 — 2017-10-16 00:57:52 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.

Real time clock reset 1

riosjoc0011 — 2017-10-16 01:00:35 UTC

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.

Real time clock reset 2

riosjoc0011 — 2017-10-16 01:01:24 UTC

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.

Latitude Self-heal

riosjoc0011 — 2017-10-16 01:02:13 UTC

Latitude Self-Heal is an option that helps recover a Latitude system from a No Post, No Power, No Video situation.

Latitude Self-Heal clears the CMOS on the motherboard and rewrites the BIOS to original factory defaults. After clearing the CMOS, Latitude Self-Heal will reset hardware settings back to factory defaults.

Latitude Self-heal 1

riosjoc0011 — 2017-10-16 01:03:20 UTC

Remove the AC adapter and primary battery.
Unplug the coin-cell (CMOS) battery from the motherboard.
Release the flea power.

Ensure the coin-cell battery and the primary battery are not plugged into the system. Plug in the AC adapter and power on the machine. Plug the coin-cell (CMOS) battery back into the motherboard.Connect the primary battery and AC adapter.

BIOS Recovery

riosjoc0011 — 2017-10-16 01:14:07 UTC

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)
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.

BR2 is available on Latitude, Optiplex, Precision, Venue, Inspiron, Vostro, XPS, Alienware NB, IOT platforms shipping Nov 2015 onwards on systems with Skylake and later, which includes modern OS such as Win 7 64-bit, Win 8.1, Win 10. (systems with Intel Skylake or later)

Onsite Troubleshooting Flow

riosjoc0011 — 2017-10-16 01:15:02 UTC