Beisman Troubleshooting by Luisa Castronovo

Processor

luisacastronovo — 2017-10-12 12:10:24 UTC

Part of the motherboard that does the thinking. The "brain."

Memory

luisacastronovo — 2017-10-12 12:10:35 UTC

The faculty by which the mind stores and remembers information

Troubleshooting 1

luisacastronovo — 2017-10-12 12:10:48 UTC

Check thermal cracks:

Check event logs to see 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 2

luisacastronovo — 2017-10-12 12:10:57 UTC

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.

Comparison between intel core processors

luisacastronovo — 2017-10-12 12:42:43 UTC

Troubleshooting 1

luisacastronovo — 2017-10-12 12:44:10 UTC

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

luisacastronovo — 2017-10-12 12:44:18 UTC

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

Processors explained

luisacastronovo — 2017-10-12 12:46:38 UTC

RAM speed comparison

luisacastronovo — 2017-10-12 12:49:04 UTC

RAM compatibility with motherboard

luisacastronovo — 2017-10-12 12:50:29 UTC

Hard Drive

luisacastronovo — 2017-10-13 12:19:42 UTC

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

Troubleshooting 1

luisacastronovo — 2017-10-13 12:20:19 UTC

Possible boot issues

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

luisacastronovo — 2017-10-13 12:31:01 UTC

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.

Power Supply Units

luisacastronovo — 2017-10-13 12:31:40 UTC

System Board

luisacastronovo — 2017-10-13 12:32:15 UTC

No Boot after System Board Replacement

luisacastronovo — 2017-10-13 12:32:56 UTC

LCD/Display

luisacastronovo — 2017-10-13 12:33:27 UTC

No Post No Video

luisacastronovo — 2017-10-13 12:33:54 UTC

Real Time Clock Reset

luisacastronovo — 2017-10-13 12:34:37 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.

Latitude Self-Heal

luisacastronovo — 2017-10-13 12:35:05 UTC

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

Bios Recovery

luisacastronovo — 2017-10-13 12:35:55 UTC

Onsite Troubleshooting Flow

luisacastronovo — 2017-10-13 12:36:47 UTC

Basic replacement of Hard Drive

luisacastronovo — 2017-10-16 10:39:15 UTC

Through this video the procedure of diagnosing and troubleshooting is shown. The laptop being a different model shows the structure of newer laptops in the market are similar to those Morton has.

Troubleshooting 1

luisacastronovo — 2017-10-16 10:47:33 UTC

If shutting down

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

luisacastronovo — 2017-10-16 10:49:36 UTC

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.

Troubleshooting 1: fixed

luisacastronovo — 2017-10-16 10:52:36 UTC

Troubleshooting Desktop PSU BIST

luisacastronovo — 2017-10-16 10:58:40 UTC

The test button and LED are on the side of the unit where the AC plug is located.

Check the Built in Self-test (BIST) test button and LEDs on the Power Supply:
If Built in Self-Test fails, remove connectors from Power Supply and other components then rerun test.
If the LED glows, the attached connectors are shorted or the component attached to the connector is shorted.
If the LED does not glow, the Power supply is defective.

Troubleshoot Desktop PSU without BIST switch

luisacastronovo — 2017-10-16 11:01:22 UTC

Disconnect the AC cord from the PSU
Plug in the AC power cord
Read the LED status

Power Adapter BIST

luisacastronovo — 2017-10-16 11:07:31 UTC

reset 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

New PSU BIST for standalone PSU

luisacastronovo — 2017-10-16 11:08:52 UTC

Disconnect the AC power cord from the PSU.

Power off the system.
Unplug AC power cord from PSU.
Disconnect PSU cables to the Mother board and other components. plug-in AC power cord to PSU to observe the LED status.
Disconnect all the cables from PSU to systemboard
Plug in the AC power cord

Troubleshooting through LED codes

luisacastronovo — 2017-10-16 11:14:38 UTC

Verify the functionality of system board by removing the memory module. If 4 beeps are not heard while turning on the system then the system board is faulty.

Changing BIOS Options

luisacastronovo — 2017-10-16 11:19:50 UTC

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
SATA Operations – AHCI (RAID ON)

Windows 8/8.1

luisacastronovo — 2017-10-16 11:21:25 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 Devices
SATA Operations – AHCI (RAID ON

Windows 10

luisacastronovo — 2017-10-16 11:22:29 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

Common LCD Failures

luisacastronovo — 2017-10-16 11:23:52 UTC

Caps lock, num lock, and scroll lock LEDs respond to their respective keys even though the display remains blank.
Windows start-up sounds play, but the display remains blank.
The display is jittery, distorted, or flickers and powering up or down.
If the display is working but is displaying distorted lines, restart the system in safe-mode or safe-mode with basic video drivers. Software-related problems can be eliminated in safe mode.

Troubleshooting

luisacastronovo — 2017-10-16 11:24:25 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

No Post

luisacastronovo — 2017-10-16 11:26:33 UTC

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.

Point of Failure

luisacastronovo — 2017-10-16 11:27:11 UTC

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.

No Video

luisacastronovo — 2017-10-16 11:30:04 UTC

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.

Unaffected by Reset

luisacastronovo — 2017-10-16 11:31:52 UTC

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

Possibly affected

luisacastronovo — 2017-10-16 11:32:22 UTC

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

Resetting

luisacastronovo — 2017-10-16 11:33:22 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.

Performing Self-Heal

luisacastronovo — 2017-10-16 12:01:18 UTC

Remove AC Adapter and Battery
Unplug CMOS from battery
Plug in the AC Adapter and power on device.
- The system will start automatically with a blank screen for a while and will shut down automatically. This will happen twice (watch for the LED lights).
  • The above behavior may take 5-6 minutes maximum.
  • Remove the AC adapter and proceed to step 5.
Connect CMOS back in
Connect AC Adapter and battery.

No Video Troubleshooting by Dell Technician

luisacastronovo — 2017-10-16 12:30:53 UTC