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DIAGNOSTICS PROCEDURES

DELL LAPTOPS AND DESKTOPS

To be done on all Dell laptop and desktops before making the service request.

It is important to first update the BIOS to the most recent one from the Dell support website (https://support.dell.com), if possible.

  1. If the hard disk is not detected (no bootable device found), first check in BIOS if it is detected there. If not, please open the computer and reseat all connections to the hard disk.
  2. Execute the Dell diagnostics, available at startup. At the Dell logo, press F12, then choose Diagnostics. Then at the screen test, press “y” at the colored lines LCD test. Let the test run all the way. Please note any error message with the validation number so you can give it in your service request.
  1. If LCD display is distorted or blank, first connect an external monitor to the laptop and check if the display work normally on it.
  2. To test the LCD screen itself, please use the LCD auto-test: with the laptop off, press the “D” key on the keyboard and power on the laptop while holding it. The LCD will go thru different solid color screens if the LCD is OK.
  3. Test to check if moving the top cover changes the LCD problem. If it does, the problem is more likely a connection problem with the LCD cable.
  1. If the laptop doesn’t POST, but you see it powers on, please use the Self-Heal procedure:
    1. Shutdown the laptop, and disconnect the AC adapter and disconnect or remove the battery
    2. Open the back-access panel and disconnect the CMOS battery
    3. Without reconnecting, anything, push the power button for 10 seconds to remove flea power
    4. Release the power button and connect only the ac adapter to the laptop
    5. The laptop will show activity (power LED) then should give you an error message on the display
    6. Disconnect the ac adapter, reconnect the CMOS battery then close the rear panel
    7. Reinstall the battery and connect the AC adapter. The laptop should now boot normally. You will need to put back date and time in BIOS.
  2. If that doesn’t work, open the back cover and remove all DIMM modules from the laptop. Then try to start it. If there is no error beeps at all, please indicate that fact in your service request.
  3. Try connecting an external monitor, to be sure it is not a LCD display problem
  4. Please check the status LEDs for any error codes. The HDD, Battery and Wifi status LEDs will flash in a pattern if an error is detected. Please note the flashing pattern and put it in the service request.
  5. Please check if the ac adapter’s status LED (at the tip if the ac adapter cable) goes out when plugging it to the laptop. If that happens, check with another known good AC adapter. If both do the same thing, indicate this fact in your service request.
  1. First check for any flashing error codes on the power button. The flashes will be in patterns (flashes, pause, flashes). Please put the pattern seen in the service request.
  2. Disconnect all external peripherals, then check again for boot.
  3. Remove all Memory DIMMs, then try to power on the computer. If it doesn’t beep, please indicate on the service request. If it beeps, please put back the DIMMS one by one, testing between each if the computer starts.
  4. Do the power supply auto-test. On Dell computers, the power supply has a test button with a green light. With the computer off, please press the button. If the light goes green, the Power supply is OK. If not, disconnect everything from the computer except power and retest. If the light now goes green, one of the devices was giving the problem. If it is still not green, open the computer and disconnect all internal devices from the power supply, then retest. If the light doesn’t go green, the power supply is defective. If it goes green, one of the internal devices is giving the problem. Connect each one, then test, to find the culprit.
  1. If the laptop doesn’t charge, first try with another battery if possible. If not, try to reseat the battery connection to the laptop.
  2. Please check in the BIOS, the Battery Information section, what the status of the battery and charger are. Please indicate the detected watts of the AC adapter and the battery health in the service request.
  3. If it is a bad battery or not detected, please note the battery serial number(PPID). This number starts with CN-, JP- or KR- and is 20 to 24 characters long. Please indicate it in the service request.
  4. Test with another AC adapter. If it is a AC adapter problem, please note the serial number of the AC adapter. It starts with CN- and is 20 to 24 characters long. Please put this information in the service request.
  5. Do the Dell diagnostics (F12 on Dell logo, then Diagnostics). Let it run and indicate any error code and validation numbers found.
  6. Try to start the laptop with only the Ac adapter. If it doesn’t start, please tell us in the service request.
  7. Check the AC adapter status light, at the tip of the cable that goes in the laptop. If it goes out when you plug it in, and it does the same thing with another known good AC adapter, please tell us in the service request.
  1. First check the settings in the sound card driver application and in the windows mixer, to be sure everything is normal. Reset them to default.
  2. Check if the sound works with the headphone jack, using known good headphones or speakers.
  3. Update the BIOS and sound card drivers to the latest version available on the Dell support website, or using Dell Command Update.
  4. Go in Dell diagnostics (EPSA, at boot, on Dell logo, press F12 and choose diagnostics). When diagnostics run, press escape to stop, then click on the sound test button on the bottom right of the screen. If sound comes out ok, please indicate it in the support request.
  1. Please check all USB ports. If only 1 USB port is having problems, please note which specific port (position) and put it in the service request.
  2. Try with a couple of known good USB devices to be sure the port is the problem.
  3. Check the ports for any broke plastic parts or bent pins. Report this in the service call.
  4. Check in BIOS that the USB ports are enabled.
  5. Update the drivers for the USB devices.
  1. Please note any fan error message on startup.
  2. Please run Dell diagnostics (on startup Dell logo, press F12 and choose diagnostics from the menu). Please note any error code with the validation number and put it in your service request.
  1. Please try with an external keyboard to check if that works normally.
  2. If specific keys don’t work, please specify in the service call.
  3. Update the BIOS to the latest version from Dell support site.
  4. Run Dell diagnostics to check all system devices (on startup, press F12 at the Dell logo and choose Diagnostics).
  1. First update the BIOS and wired network driver to the latest version from the Dell support website.
  2. Try to connect using known good network cable to different network ports.
  3. Check if the lights beside the port light up when connected to a known good network switch and cable. Please report the status of the lights.
  4. Please check in BIOS to make sure the wired network card is enabled.
  1. Please check in BIOS to make sure the wired network card is enabled.
  2. Update the BIOS and wireless network driver to the latest version from the Dell support website.
  3. Check the Wireless network switch for good operation. If it is loose or doesn’t move, please indicate in the service call.
  4. If there is connection problems, please indicate any error messages.
  1. Please first make sure the touchpad works in BIOS. If not please report in the service call.
  2. In Windows, please check in the touchpad utility if the touchpad is enabled. Please also reset the setting to default.
  3. Connect a USB mouse and check if it works normally. Please report any anomaly in the service request.
  1. If an adapter is used (hdmi to VGA, display port to hdmi, etc), please first try with another known good adapter or display.
  2. Try with another known good display device.
  3. Update the BIOS and display drivers to the latest versions available from Dell support website, or using Dell Command Update.
  1. First update the BIOS and drivers of the system to the latest version available from the Dell support website, or using Dell Command Update.
  2. Check the BIOS logs or any thermal errors.
  3. Run the dell diagnostics (on startup, on the Dell logo, press F12 and choose Diagnostics. Press “Y” at the LCD test). Let it run all the tests, then at the prompt to run extended test, press “Y”. Let it run to the end.
  4. If problems are still there, install a fresh windows image to the laptop.
  5. Please run the Dell Windows diagnostics. Go to http://support.dell.com and enter your service tag. The first screen is for Diagnostics. Choose the full test and accept the installation of the software. Let it run completely and report all errors found on your service request.