Troubleshooting by Luz Rangel

Processor

rangeluz002 — 2017-10-12 12:39:55 UTC

Troubleshooting Steps

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1. 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.

Memory

rangeluz002 — 2017-10-12 12:42:09 UTC

Troubleshooting Steps

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1. 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.

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2. 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

rangeluz002 — 2017-10-12 12:49:09 UTC

2. 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.

rangeluz002 — 2017-10-13 12:42:35 UTC

Definition of a processor:

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Definition of Memory:

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Hard Drive

rangeluz002 — 2017-10-16 02:21:44 UTC

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Definition of Hard Drive

Troubleshooting Steps

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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.

rangeluz002 — 2017-10-16 02:28:07 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.

rangeluz002 — 2017-10-16 02:30:57 UTC

How to run ePSA

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Heat Sink + Overheating and Shut Downs

rangeluz002 — 2017-10-16 02:38:41 UTC

Troubleshooting Steps:

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1. 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.

rangeluz002 — 2017-10-16 02:51:22 UTC

Definition of Heat Sink:

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2. 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.

rangeluz002 — 2017-10-16 05:47:26 UTC

Power Supply Unit

rangeluz002 — 2017-10-16 05:49:47 UTC

rangeluz002 — 2017-10-16 05:55:23 UTC

Definition of Power Supply

Troubleshooting Steps:

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1. Verify the external power source or wall socket.

Verify the intermediary or connecting devices such as extension cords or surge suppressors.
Most mainstream systems now include a power supply with the built in self-test (BIST) feature that drives new troubleshooting steps. Press and hold the test button to run the BIST.

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.

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2. 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 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/ Motherboard

rangeluz002 — 2017-10-16 06:06:41 UTC

rangeluz002 — 2017-10-16 06:10:12 UTC

Definition of System Board

Troubleshooting Steps:

rangeluz002 — 2017-10-16 06:13:01 UTC

1. 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

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 fault.

rangeluz002 — 2017-10-16 06:15:06 UTC

No Boot after System Board replacement

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LCD

rangeluz002 — 2017-10-16 10:21:54 UTC

rangeluz002 — 2017-10-16 10:26:16 UTC

Definition of LCD:

rangeluz002 — 2017-10-16 10:27:07 UTC

Troubleshooting Steps

rangeluz002 — 2017-10-16 10:28:24 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 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).

rangeluz002 — 2017-10-16 10:35:03 UTC

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.

rangeluz002 — 2017-10-16 10:35:21 UTC

3. 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.

rangeluz002 — 2017-10-16 10:40:10 UTC

No Post No Video

rangeluz002 — 2017-10-16 10:41:14 UTC

Troubleshooting Steps:

rangeluz002 — 2017-10-16 10:42:25 UTC

1. 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.

rangeluz002 — 2017-10-16 10:44:25 UTC

POFs (Point Of Failure):

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No POST Troubleshooting Steps:

rangeluz002 — 2017-10-16 10:47:01 UTC

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.

No Video Troubleshooting Steps:

rangeluz002 — 2017-10-16 10:48:00 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.

Real Time Clock reset

rangeluz002 — 2017-10-16 10:51:54 UTC

rangeluz002 — 2017-10-16 10:54:31 UTC

Definition:
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.

rangeluz002 — 2017-10-16 10:55:22 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.

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

rangeluz002 — 2017-10-16 10:56:07 UTC

Definition:

rangeluz002 — 2017-10-16 10:58:25 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.

rangeluz002 — 2017-10-16 10:59:48 UTC

Troubleshooting Steps:

rangeluz002 — 2017-10-16 11:00:28 UTC

1.Remove the AC adapter and primary battery.
2. Unplug the coin-cell (CMOS) battery from the motherboard.
3. Release the flea power and ensure the coin-cell battery and the primary battery are not plugged into the system.
4. Plug in the AC adapter and power on the machine.

Note:
• 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.

5. Plug the coin-cell (CMOS) battery back into the motherboard.
6. Connect the primary battery and AC adapter.

BIOS Recovery

rangeluz002 — 2017-10-16 11:03:43 UTC

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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)

rangeluz002 — 2017-10-16 11:10:22 UTC

Definition:
BIOS Auto-Recovery automatically recovers BIOS without user actions. This feature requires BIOS Recovery from hard drive to be Enabled. When set to Enabled, BIOS checks the BIOS image integrity on boot and, if failed, initiates BIOS recovery from the hard disk. The default option is "Disabled".

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