Troubleshooting by Socorro Canelo

Processor

canelsoc000 — 2017-10-13 17:44:04 UTC

Brain of the computer.

Avoid replacing processors unnecessarily, as the chances of a processor failure is rare.

Field service technician should follow the below steps and confirm failure before part replacement.

Step 1

canelsoc000 — 2017-10-13 17:44:29 UTC

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

Step 2

canelsoc000 — 2017-10-13 17:47:12 UTC

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.

Memory

canelsoc000 — 2017-10-13 17:49:29 UTC

Short term that is.

Percentage of memory failure is less like processors. All memory modules in a system are unlikely to fail at the same time.

Do not open memory module from the packaging without confirming the issue.

Field service technician should follow the below steps and confirm failure before part replacement.

Step 1

canelsoc000 — 2017-10-13 17:51:03 UTC

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.

Step 2

canelsoc000 — 2017-10-13 17:53:06 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
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

canelsoc000 — 2017-10-13 17:54:55 UTC

The long term storage.

Hard drive failures can be confirmed by running ePSA, without confirming the issues do not replace the part. Field service technician should follow the below steps and confirm failure before part replacement.

Step 1

canelsoc000 — 2017-10-13 17:58:20 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.

Step 2

canelsoc000 — 2017-10-13 17:59:00 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).

Step 3

canelsoc000 — 2017-10-13 18:00:37 UTC

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 yes and to continue the ePSA.
A HDD test will start and run in parallel. When the memory quick test finishes the HDD self-test results are displayed.

If the hard drive has passed ePSA and the system is not booting, likely problem is a corrupt or missing operating system.

Overheating/shutdown

canelsoc000 — 2017-10-13 18:02:17 UTC

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

Step 1

canelsoc000 — 2017-10-13 18:05:32 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.

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.

Step 2

canelsoc000 — 2017-10-13 18:06:23 UTC

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 Unit

canelsoc000 — 2017-10-13 18:10:10 UTC

Step 1

canelsoc000 — 2017-10-13 18:10:55 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:

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 reset

Step 2

canelsoc000 — 2017-10-13 18:12:55 UTC

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

canelsoc000 — 2017-10-13 18:16:58 UTC

Allows hardware to talk

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

Isolation Step : By Removing Memory Modules

canelsoc000 — 2017-10-13 18:19:05 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

canelsoc000 — 2017-10-13 18:20:55 UTC

BOOT MODE and SATA Operation options in the System BIOS are the primary reasons for a No Boot issue after system board replacement, provided there is no hardware failure with System Board and Hard Drive.

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, perform the steps provided in to following pages.

Windows 7

canelsoc000 — 2017-10-13 18:23:26 UTC

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

canelsoc000 — 2017-10-13 18:23:54 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 10

canelsoc000 — 2017-10-13 18:24:23 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

canelsoc000 — 2017-10-13 18:25:02 UTC

Display problems should be isolated to the monitor/LCD, cable or the video adapter.
For desktop monitors always check that the cable is secure and the pins are aligned.

Common symptoms for LCD/monitor or video adapter failure includes:

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.

Step 1

canelsoc000 — 2017-10-13 18:26:37 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

Step 2

canelsoc000 — 2017-10-13 18:27:25 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.

Step 3

canelsoc000 — 2017-10-13 18:27:53 UTC

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.

No Post No Video

canelsoc000 — 2017-10-13 18:30:17 UTC

Source of Faliure

canelsoc000 — 2017-10-13 18:31:29 UTC

If a problem occurs during POST, one or more of the following may indicate the source of failure:

Diagnostic LEDs on the back of a desktop system, or the top/front of a portable system.
Power LED on the front of a desktop or portable system is solid or flashing.
Beep codes emanating from the system speaker
Error messages displayed on the monitor

Examination of these indicators may allow immediate diagnosis of the problem.

Should the indicators be ambiguous or unlisted, you should still be able to use the Three-Step Troubleshooting Method to narrow down the list of possible causes.