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DIAGNOSTICS PROCEDURES

DELL LAPTOPS AND DESKTOPS

Beforehand, please update the BIOS to the most recent version available on the DELL website if possible.

  1. Run the Dell diagnostics, available at computer startup by pressing F12 at the Dell logo, then choosing Diagnostics. Press “Y” at the screen test, then let the test run to completion. Note any error message with its confirmation number and indicate it in the request.
  2. If not detected, disconnect then reconnect the hard drive, either directly or the hard drive wire. Check if it is now detected. If it’s an M2 SSD, take it out of its slot, then put it back in place with its screw .
  1. Run the Dell diagnostics, available at computer startup by pressing F12 at the Dell logo, then choosing Diagnostics. Press “Y” at the screen test, then let the test run to completion. Note any error message with its confirmation number and indicate it in the request.
  2. Check if the battery LED flashes if you remove all memory modules
  3. If you have multiple memory modules, please test them individually. (See step 1)
  1. Connect an external monitor to the laptop and check if the problem also appears on it.
  2. Run the Dell diagnostics and check if the display color lines are correct. If they are not, press “N” to have the LCD tested completely.
  3. With the laptop turned off, turn on the laptop by holding the “D” key on the keyboard. This starts the LCD self-test. It will display color screens in cycle. If this test is OK, the problem is not with the LCD itself.
  4. Check if moving the LCD screen corrects the situation. If so, it is probably the LCD cable that is defective.
  1. Perform the Reset RTC correction procedure:
    1. With the laptop turned off and connected to the power, press the laptop’s power button for 30-35 seconds. The Power LED will flash 3 times.
    2. Release the power button
    3. Let the laptop turn on. It will restart 2-3 times on its own.
  2. Check if the battery LED flashes if you remove all memory modules
  3. Check with another working power adapter
  4. Do the motherboard self-test: With the laptop off, press the “M” key and the power button at the same time. Check the battery LED: if orange, motherboard problem. If it stays off, motherboard OK.
  5. Connect an external monitor, to check that it is not a screen problem
  6. Check and tell us the status of the battery LED on the front or side of the laptop. System diagnostic light, amber, white flash sequence when attempting to start.
  7. Check and tell us if the current indicator on the power supply or at the end of the power adapter wire goes out when you connect it to the laptop, and this happens with another power adapter.
  8. Check if the laptop boots with the battery disconnected while the laptop is plugged into a power source (round connector and USB-C).
  1. Check and indicate any light code indicated by the ignition button. The codes are: number of flashes, pause, number of flashes.
  2. Disconnect all external USB devices then recheck.
  3. Remove all memory DIMMs , then try to start the computer. If you do not hear any Beeps, please indicate this in the service call problem description.
  4. Please test the power supply by following the Dell procedure via this link: https://www.dell.com/support/kbdoc/fr-ca/000125179/execution-d-un-autotest- de-power-supply-on-a-dell-desktop-or-all-in-one-computer?lang=en
  5. If the diagnostic light on the power supply does not light, you must open the case and disconnect the power cables to the Motherboard and the peripherals. Then repeat the power supply test.
  6. If the test light turns on, the problem is on one of the peripherals or the Motherboard . If the light does not turn on, the problem is with the Power Supply.
  7. If the test passes without peripherals, reconnect the Motherboard only and repeat the power supply test. If the test light does not light up, the Motherboard is defective.
  1. Update the BIOS to the latest version.
  2. If the problem persists, you will need to reimage the laptop and update the drivers.
  3. If 1 and 2 do not work, you will have to send the laptop to the Dell repair center and they will carry out a complete diagnosis on the device.
  1. If the laptop does not charge, check the status of the charger and the battery in BIOS, Battery information section. If the power adapter is marked “Not Present ” or ” Unknown “, please let us know. Also include the battery status in the description of the service call.
  2. Try another power adapter that works with another laptop. If everything is OK with it, the adapter is defective. Please include the adapter serial number (CN-code, 20-24 characters found on the adapter) in the service call.
  3. Run Dell diagnostics, available at startup, Dell logo screen, press F12 and choose Diagnostics. Press “Y” on the screen test, then let the tests run. Report any error codes found.
  4. Check and tell us if the current indicator on the power supply or at the end of the power adapter wire turns off when you connect it to the laptop, and this happens with another power adapter.
  5. If the battery is not detected in BIOS, please indicate this in the service call and include the battery serial number (PPID number, starts with CN-, JP- or KR-, length 20 to 24 characters, required).
  6. Check if the laptop charges and/or starts when plugged in via the USB-C port.
  1. Check if the drivers are up to date and the output settings are correct.
  2. Check if the sound works correctly with headphones or external speakers. If yes, but no sound comes from external speakers, please tell us.
  3. Run Dell diagnostics. After the screen test, there is a button in the lower right corner to test the sound. Please take the test and report the result.
  1. Update sound card drivers
  2. Check BIOS settings for microphone (enable/disable)
  3. Install the Dell Optimizer program
  4. Update the Intel integrated graphics card drivers
  5. Check your Windows sound settings (mixer)
  1. Test with different USB devices, in different USB ports. If the problem is only with a specific USB port, please let us know which one.
  2. Check in the BIOS if the USB ports are activated.
  3. Check the physical condition of the USB ports. If they are broken or have bent contacts, please let us know.
  4. Tell us the location on the laptop where the defective port is located.
  1. Check if the bios and drivers are up to date and the output parameters are correct.
  2. Check if the camera is detected in Windows and Bios.
  3. Please run Dell diagnostics and report any errors found, with validation code
  4. Try with an external camera and let us know if the problem persists on it.
  5. Check if moving the LCD screen corrects the situation. If so, it is probably the LCD cable that is defective.
  1. Run Dell diagnostics and report any errors found, with validation code.
  2. Indicate any message displayed when the computer starts up
  3. Check if the problem is not related to accumulated dirt. Fan and heat sink ( ie : heat sink )
  1. Indicate the problem with the keyboard. If the keyboard doesn’t work at all, try using an external USB keyboard. Indicate whether the problem is present with the external keyboard and identify the faulty keys.
  2. Please run Dell diagnostics and report any errors found, with validation code
  3. Update all drivers and BIOS with Dell Command Update utility
  4. Check if the problem is not related to spilled liquid or accumulated dirt.
  1. Update wired network card drivers.
  2. Try with several network cables and switch ports.
  3. Indicate whether the network port lights turn on when the laptop is turned on and a valid network connection is connected.
  1. Update wireless network card drivers.
  2. Do the key combination Fn+PrintScreen (the key with the antenna) for models that have one.
  3. Check if wireless networking is enabled in BIOS.
  4. Indicate any connection error messages in your service call.
  1. Update all drivers and BIOS with Dell Command Update utility.
  2. Check the BIOS logs if any errors are recorded.
  3. Run the Dell diagnostics and report any errors found, with the validation code.
  4. If no error is found, reinstall the laptop image
  5. If problems persist, please download the Dell Test Utility for Windows ( https://support.dell.com, enter your service tag, then in the diagnostics screen, (choose full test). This will test everything and check the blue screen log files.
  1. Update touchpad drivers.
  2. In the touchpad driver properties (bottom right icon), click (default) to return the settings to default.
  3. Check if the touchpad works in BIOS.
  4. Check if an external USB mouse is working properly.
  1. If an adapter is used, please test with another working adapter.
  2. Update Windows display driver and BIOS, with Dell Command update.
  3. Try with another monitor or projector.
  4. Check in the BIOS if the HDMI port is activated.
  1. Run the Dell diagnostics and check if there are any fan errors, share the code if there is and the confirmation number that accompanies the error code.
  2. Update the thermal management elements of the laptop. These items are available on the Dell support site for your laptop model.
    1. Update the BIOS to the latest version
    2. Install or update Dell Power Manager
    3. Install or update Dell Optimizer
    4. Install or update Intel Processor Power Management Utility
    5. Install or update Intel Dynamic Tuning Driver
    6. Install or update Intel Integrated Sensor Solution Driver
    7. In Dell power manager, try the “Quiet” cooling profile
    8. Check if the problem is not related to dirt accumulated on the fan and heatsink .