DELL XPS 13 2-in-1 9310 2-in-1 Laptop User Manual
- June 7, 2024
- Dell
Table of Contents
XPS 13 2-in-1 9310 2-in-1 Laptop
XPS 13 2-in-1 (9310 2n1)
Service Manual
Regulatory Model: P103G Regulatory Type: P103G002 September 2020 Rev. A00
Notes, cautions, and warnings
NOTE: A NOTE indicates important information that helps you make better use of
your product. CAUTION: A CAUTION indicates either potential damage to hardware
or loss of data and tells you how to avoid the problem. WARNING: A WARNING
indicates a potential for property damage, personal injury, or death.
© 2020 Dell Inc. or its subsidiaries. All rights reserved. Dell, EMC, and
other trademarks are trademarks of Dell Inc. or its subsidiaries. Other
trademarks may be trademarks of their respective owners.
Contents
Chapter 1: Working inside your computer………………………………………………………………………….. 5 Before
working inside your computer……………………………………………………………………………………………………………..5
Safety instructions………………………………………………………………………………………………………………………………………….. 5
Electrostatic discharge–ESD protection………………………………………………………………………………………………………
6 ESD field service kit ………………………………………………………………………………………………………………………………………..6
Transporting sensitive components………………………………………………………………………………………………………………..
7 After working inside your
computer………………………………………………………………………………………………………………..7
Chapter 2: Removing and installing components………………………………………………………………… 8
Recommended tools……………………………………………………………………………………………………………………………………….. 8 Screw
list…………………………………………………………………………………………………………………………………………………………. 8 Major
components of XPS 13 2-in-1 (9310 2n1)……………………………………………………………………………………………..9
Base cover………………………………………………………………………………………………………………………………………………………. 11
Removing the base cover…………………………………………………………………………………………………………………………. 11
Installing the base cover……………………………………………………………………………………………………………………………13
Battery……………………………………………………………………………………………………………………………………………………………. 14
Lithium-ion battery precautions………………………………………………………………………………………………………………..14
Removing the battery………………………………………………………………………………………………………………………………. 15
Installing the battery………………………………………………………………………………………………………………………………….16
Display assembly……………………………………………………………………………………………………………………………………………..18
Removing the display assembly……………………………………………………………………………………………………………….. 18
Installing the display assembly………………………………………………………………………………………………………………….20
Speakers………………………………………………………………………………………………………………………………………………………… 22 Removing
the speakers…………………………………………………………………………………………………………………………….22 Installing the
speakers……………………………………………………………………………………………………………………………… 23 System
board………………………………………………………………………………………………………………………………………………… 23 Removing the
system board……………………………………………………………………………………………………………………. 23 Installing the
system board……………………………………………………………………………………………………………………… 26 Keyboard
assembly……………………………………………………………………………………………………………………………………….. 29 Removing the
keyboard assembly…………………………………………………………………………………………………………… 29 Installing the
keyboard assembly……………………………………………………………………………………………………………… 31 Palm-rest
assembly………………………………………………………………………………………………………………………………………..34 Removing the
palm-rest assembly………………………………………………………………………………………………………….. 34 Installing the
palm-rest assembly……………………………………………………………………………………………………………. 34
Chapter 3: Drivers and downloads………………………………………………………………………………….. 36
Chapter 4: System setup………………………………………………………………………………………………. 37 BIOS
overview………………………………………………………………………………………………………………………………………………..37 Entering
BIOS setup program………………………………………………………………………………………………………………………..37 Navigation
keys………………………………………………………………………………………………………………………………………………37 Boot
Sequence……………………………………………………………………………………………………………………………………………….38 System setup
options…………………………………………………………………………………………………………………………………….38 Clearing CMOS
settings……………………………………………………………………………………………………………………………….. 47
Contents
3
Clearing BIOS (System Setup) and System
passwords……………………………………………………………………………….47
Chapter 5: Troubleshooting……………………………………………………………………………………………48 Locate the
Service Tag or Express Service Code of your Dell computer ……………………………………….48
Recovering the operating system………………………………………………………………………………………………………………… 48
SupportAssist | On-board Diagnostics………………………………………………………………………………………………………….
48 System diagnostic
lights………………………………………………………………………………………………………………………………..49 Flashing the
BIOS…………………………………………………………………………………………………………………………………………..50 Flashing BIOS
(USB key)……………………………………………………………………………………………………………………………… 50 WiFi power
cycle…………………………………………………………………………………………………………………………………………… 50 Flea power
release…………………………………………………………………………………………………………………………………………. 51
Chapter 6: Getting help and contacting Dell…………………………………………………………………….. 52
4
Contents
1
Working inside your computer
Before working inside your computer
About this task NOTE: The images in this document may differ from your
computer depending on the configuration you ordered.
Steps 1. Save and close all open files and exit all open applications. 2. Shut
down your computer. Click Start > Power > Shut down.
NOTE: If you are using a different operating system, see the documentation of
your operating system for shut-down instructions.
3. Disconnect your computer and all attached devices from their electrical
outlets. 4. Disconnect all attached network devices and peripherals, such as
keyboard, mouse, and monitor from your computer.
CAUTION: To disconnect a network cable, first unplug the cable from your
computer and then unplug the cable from the network device.
5. Remove any media card and optical disc from your computer, if applicable.
Safety instructions
Use the following safety guidelines to protect your computer from potential
damage and to ensure your personal safety. Unless otherwise noted, each
procedure included in this document assumes that you have read the safety
information that shipped with your computer.
WARNING: Before working inside your computer, read the safety information that
is shipped with your computer. For more safety best practices, see the
Regulatory Compliance home page at www.dell.com/ regulatory_compliance.
WARNING: Disconnect your computer from all power sources before opening the
computer cover or panels. After you finish working inside the computer,
replace all covers, panels, and screws before connecting your computer to an
electrical outlet.
CAUTION: To avoid damaging the computer, ensure that the work surface is flat,
dry, and clean.
CAUTION: To avoid damaging the components and cards, handle them by their
edges, and avoid touching the pins and the contacts. CAUTION: You should only
perform troubleshooting and repairs as authorized or directed by the Dell
technical assistance team. Damage due to servicing that is not authorized by
Dell is not covered by your warranty. See the safety instructions that is
shipped with the product or at www.dell.com/regulatory_compliance. CAUTION:
Before touching anything inside your computer, ground yourself by touching an
unpainted metal surface, such as the metal at the back of the computer. While
you work, periodically touch an unpainted metal surface to dissipate static
electricity which could harm internal components.
Working inside your computer
5
CAUTION: When you disconnect a cable, pull it by its connector or its pull
tab, not the cable itself. Some cables have connectors with locking tabs or
thumbscrews that you must disengage before disconnecting the cable. When
disconnecting cables, keep them evenly aligned to avoid bending the connector
pins. When connecting cables, ensure that the ports and the connectors are
correctly oriented and aligned.
CAUTION: Press and eject any installed card from the media-card reader.
NOTE: The color of your computer and certain components may appear differently
than shown in this document.
Electrostatic discharge–ESD protection
ESD is a major concern when you handle electronic components, especially
sensitive components such as expansion cards, processors, memory DIMMs, and
system boards. Very slight charges can damage circuits in ways that may not be
obvious, such as intermittent problems or a shortened product life span. As
the industry pushes for lower power requirements and increased density, ESD
protection is an increasing concern.
Due to the increased density of semiconductors used in recent Dell products,
the sensitivity to static damage is now higher than in previous Dell products.
For this reason, some previously approved methods of handling parts are no
longer applicable.
Two recognized types of ESD damage are catastrophic and intermittent failures.
Catastrophic Catastrophic failures represent approximately 20 percent of
ESD-related failures. The damage causes an
immediate and complete loss of device functionality. An example of
catastrophic failure is a memory DIMM that has received a static shock and
immediately generates a “No POST/No Video” symptom with a beep code emitted
for missing or nonfunctional memory. Intermittent Intermittent failures
represent approximately 80 percent of ESD-related failures. The high rate of
intermittent failures means that most of the time when damage occurs, it is
not immediately recognizable. The DIMM receives a static shock, but the
tracing is merely weakened and does not immediately produce outward symptoms
related to the damage. The weakened trace may take weeks or months to melt,
and in the meantime may cause degradation of memory integrity, intermittent
memory errors, etc.
The more difficult type of damage to recognize and troubleshoot is the
intermittent (also called latent or “walking wounded”) failure.
Perform the following steps to prevent ESD damage: Use a wired ESD wrist strap
that is properly grounded. The use of wireless anti-static straps is no longer
allowed; they do
not provide adequate protection. Touching the chassis before handling parts
does not ensure adequate ESD protection on parts with increased sensitivity to
ESD damage. Handle all static-sensitive components in a static-safe area. If
possible, use anti-static floor pads and workbench pads. When unpacking a
static-sensitive component from its shipping carton, do not remove the
component from the anti-static packing material until you are ready to install
the component. Before unwrapping the anti-static packaging, ensure that you
discharge static electricity from your body. Before transporting a static-
sensitive component, place it in an anti-static container or packaging.
ESD field service kit
The unmonitored Field Service kit is the most commonly used service kit. Each
Field Service kit includes three main components: anti-static mat, wrist
strap, and bonding wire.
Components of an ESD field service kit
The components of an ESD field service kit are: Anti-Static Mat The anti-
static mat is dissipative and parts can be placed on it during service
procedures. When using an
anti-static mat, your wrist strap should be snug and the bonding wire should
be connected to the mat and to any bare metal on the system being worked on.
Once deployed properly, service parts can be removed from the ESD bag and
placed directly on the mat. ESD-sensitive items are safe in your hand, on the
ESD mat, in the system, or inside a bag. Wrist Strap and Bonding Wire The
wrist strap and bonding wire can be either directly connected between your
wrist and bare metal on the hardware if the ESD mat is not required, or
connected to the anti-static mat to protect hardware that is temporarily
placed on the mat. The physical connection of the wrist strap and bonding wire
between your skin, the ESD
6
Working inside your computer
mat, and the hardware is known as bonding. Use only Field Service kits with a
wrist strap, mat, and bonding wire. Never use wireless wrist straps. Always be
aware that the internal wires of a wrist strap are prone to damage from normal
wear and tear, and must be checked regularly with a wrist strap tester in
order to avoid accidental ESD hardware damage. It is recommended to test the
wrist strap and bonding wire at least once per week. ESD Wrist Strap Tester
The wires inside of an ESD strap are prone to damage over time. When using an
unmonitored kit, it is a best practice to regularly test the strap prior to
each service call, and at a minimum, test once per week. A wrist strap tester
is the best method for doing this test. If you do not have your own wrist
strap tester, check with your regional office to find out if they have one. To
perform the test, plug the wrist-strap’s bonding-wire into the tester while it
is strapped to your wrist and push the button to test. A green LED is lit if
the test is successful; a red LED is lit and an alarm sounds if the test
fails. Insulator Elements It is critical to keep ESD sensitive devices, such
as plastic heat sink casings, away from internal parts that are insulators and
often highly charged. Working Environment Before deploying the ESD Field
Service kit, assess the situation at the customer location. For example,
deploying the kit for a server environment is different than for a desktop or
portable environment. Servers are typically installed in a rack within a data
center; desktops or portables are typically placed on office desks or
cubicles. Always look for a large open flat work area that is free of clutter
and large enough to deploy the ESD kit with additional space to accommodate
the type of system that is being repaired. The workspace should also be free
of insulators that can cause an ESD event. On the work area, insulators such
as Styrofoam and other plastics should always be moved at least 12 inches or
30 centimeters away from sensitive parts before physically handling any
hardware components ESD Packaging All ESD-sensitive devices must be shipped
and received in static-safe packaging. Metal, static-shielded bags are
preferred. However, you should always return the damaged part using the same
ESD bag and packaging that the new part arrived in. The ESD bag should be
folded over and taped shut and all the same foam packing material should be
used in the original box that the new part arrived in. ESD-sensitive devices
should be removed from packaging only at an ESD-protected work surface, and
parts should never be placed on top of the ESD bag because only the inside of
the bag is shielded. Always place parts in your hand, on the ESD mat, in the
system, or inside an anti-static bag. Transporting Sensitive Components When
transporting ESD sensitive components such as replacement parts or parts to be
returned to Dell, it is critical to place these parts in anti-static bags for
safe transport.
ESD protection summary
It is recommended that all field service technicians use the traditional wired
ESD grounding wrist strap and protective anti-static mat at all times when
servicing Dell products. In addition, it is critical that technicians keep
sensitive parts separate from all insulator parts while performing service and
that they use anti-static bags for transporting sensitive components.
Transporting sensitive components
When transporting ESD sensitive components such as replacement parts or parts
to be returned to Dell, it is critical to place these parts in anti-static
bags for safe transport.
After working inside your computer
About this task
CAUTION: Leaving stray or loose screws inside your computer may severely
damage your computer.
Steps
1. Replace all screws and ensure that no stray screws remain inside your
computer. 2. Connect any external devices, peripherals, or cables you removed
before working on your computer. 3. Replace any media cards, discs, or any
other parts that you removed before working on your computer. 4. Connect your
computer and all attached devices to their electrical outlets. 5. Turn on your
computer.
Working inside your computer
7
2
Removing and installing components
NOTE: The images in this document may differ from your computer depending on the configuration you ordered.
Recommended tools
The procedures in this document may require the following tools:
Phillips screwdriver #00 Phillips screwdriver #0 Torx screwdriver T5 Flat-head
screwdriver Plastic scribe
Screw list
NOTE: When removing screws from a component, it is recommended to note the
screw type, the quantity of screws, and then place them in a screw storage
box. This is to ensure that the correct number of screws and correct screw
type is restored when the component is replaced.
NOTE: Some computers have magnetic surfaces. Ensure that the screws are not
left attached to such surfaces when replacing a component.
NOTE: Screw color may vary with the configuration ordered.
Table 1. Screw list Component Base cover
Secured to Palm-rest assembly
Screw type M2x4.5
Quantity 8 Torx screws
Screw image
Battery
System board
Battery
Palm-rest assembly
Battery
Palm-rest assembly
Display-cable bracket System board
Display assembly
Palm-rest assembly
USB Type-C bracket
System board
USB Type-C bracket
System board
M1.6×3.4 M1.6×3 M1.2×4 M1.6×3 M2.5×3 M1.6×3 M1.6×2
1 Torx screw
7 2 1 captive screw on display-cable bracket 4
1 1
8
Removing and installing components
Table 1. Screw list (continued)
Component
Secured to
System board
Palm-rest assembly
System board
Palm-rest assembly
System board
Palm-rest assembly
Keyboard assembly Keyboard assembly
Palm-rest assembly Palm-rest assembly
Screw type M1.6×2.5
M1.2×3
Quantity 4
3
M1.2×4
1 captive screw
M1.2×1.4
38
M1.2×1.6
10
Screw image
Major components of XPS 13 2-in-1 (9310 2n1)
The following image shows the major components of XPS 13 2-in-1 (9310 2n1).
Removing and installing components
9
1. Base cover 2. Battery 3. System board 4. Left fan 5. Left keyboard bracket
10
Removing and installing components
6. Palm-rest assembly 7. Left speaker 8. Display assembly 9. Right speaker
10. Keyboard assembly 11. USB Type-C port bracket 12. Right fan
NOTE: Dell provides a list of components and their part numbers for the
original system configuration purchased. These parts are available according
to warranty coverages purchased by the customer. Contact your Dell sales
representative for purchase options.
Base cover
Removing the base cover
Prerequisites 1. Follow the procedure in Before working inside your computer.
About this task The following images indicate the location of the base cover
and provide a visual representation of the removal procedure.
Removing and installing components
11
12
Removing and installing components
Steps 1. Remove the eight Torx screws (M2x4.5) that secure the base cover to
the palm-rest assembly. 2. Starting from the bottom-left corner, pry the base
cover in the direction of the arrows to release it from the palm-rest
assembly. CAUTION: Do not pull on or pry the base cover from the top as it may
damage the base cover.
3. Hold both sides of the base cover and rotate from front to back to remove
from palm rest assembly. NOTE: The pins at the bottom of the base cover for
grounding the antennas and the audio board are fragile. Place the base cover
on a clean surface to avoid damage to the pins.
Installing the base cover
Prerequisites If you are replacing a component, remove the existing component
before performing the installation procedure.
About this task The following images indicate the location of the base cover
and provide a visual representation of the installation procedure.
Removing and installing components
13
Steps 1. Align and secure the back of the base cover on the palm-rest
assembly, and then snap the base cover into place. 2. Replace the eight Torx
screws (M2x4.5) that secure the base cover to the palm-rest assembly.
Next steps 1. Follow the procedure in After working inside your computer.
Battery
Lithium-ion battery precautions
CAUTION: Exercise caution when handling Lithium-ion batteries. Discharge the
battery completely before removing it. Disconnect the AC power adapter from
the system and
operate the computer solely on battery power–the battery is fully discharged
when the computer no longer turns on when the power button is pressed. Do not
crush, drop, mutilate, or penetrate the battery with foreign objects. Do not
expose the battery to high temperatures, or disassemble battery packs and
cells.
14
Removing and installing components
Do not apply pressure to the surface of the battery. Do not bend the battery.
Do not use tools of any kind to pry on or against the battery. Ensure any
screws during the servicing of this product are not lost or misplaced, to
prevent accidental
puncture or damage to the battery and other system components. If the battery
gets stuck inside your computer as a result of swelling, do not try to release
it as puncturing,
bending, or crushing a lithium-ion battery can be dangerous. In such an
instance, contact Dell technical support for assistance. See
www.dell.com/contactdell. Always purchase genuine batteries from www.dell.com
or authorized Dell partners and resellers.
Removing the battery
Prerequisites 1. Follow the procedure in Before working inside your computer.
2. Remove the base cover.
About this task The following image indicates the location of the battery and
provides a visual representation of the removal procedure.
Removing and installing components
15
Steps 1. Remove the Torx 5 screw (M1.6×3.4) that secures the battery cable to
the system board. 2. Disconnect the battery cable from the interposer board.
NOTE: Remove the interposer board immediately after disconnecting the battery
cable to avoid misplacing it. Hold the edges of the interposer board to avoid
damaging the pins on it.
NOTE: The interposer board is not polarity sensitive and both sides are
compatible.
3. Remove the interposer board from the system board. 4. Remove the seven
screws (M1.6×3) that secure the battery to the palm-rest assembly. 5. Remove
the two screws (M1.2×4) that secure the battery to the system board. 6. Lift
the battery off the palm-rest assembly. 7. Turn the battery over. 8. Using a
plastic scribe, push to remove the magnet and the metal bar from the battery.
NOTE: Keep the magnet and the metal bar as they need to be installed on the
new battery.
Installing the battery
Prerequisites If you are replacing a component, remove the existing component
before performing the installation procedure.
About this task The following image indicates the location of the battery and
provides a visual representation of the installation procedure.
16
Removing and installing components
Steps 1. Adhere the magnet and the metal bar to the battery.
NOTE: Install the magnet and the metal bar from the faulty battery.
2. Align the screw holes on the battery with the screw holes on the system
board and palm-rest assembly. 3. Replace the two screws (M1.2×4) that secure
the battery to the system board. 4. Replace the seven screws (M1.6×3) that
secure the battery to the palm-rest assembly. 5. Place the interposer board to
the connector on the system board.
NOTE: The interposer board is not polarity sensitive and both sides are
compatible.
6. Connect the battery cable to the interposer board. 7. Replace the Torx 5
screw (M1.6×3.4) that secures the battery cable to the system board.
Next steps 1. Install the base cover. 2. Follow the procedure in After working
inside your computer.
Removing and installing components
17
Display assembly
Removing the display assembly
Prerequisites 1. Follow the procedure in Before working inside your computer.
2. Remove the base cover. 3. Remove the battery.
About this task The following images indicate the location of display assembly
and provide a visual representation of the removal procedure.
18
Removing and installing components
Steps
1. Loosen the captive screw (M1.6×3) that secures the display-cable bracket
to the system board. 2. Lift the display-cable bracket off the system board.
3. Peel the tapes that secure the display cable and camera cable to the system
board. 4. Using the tape as a pull tab, disconnect the display cable and
camera cable from the system board. 5. Remove the display cable and camera
cable from the routing guides on the system board. 6. Remove the four screws
(M2.5×3) that secure the display hinges to the palm-rest assembly. 7. Slide
the palm-rest assembly off the display assembly.
Removing and installing components
19
Installing the display assembly
Prerequisites If you are replacing a component, remove the existing component
before performing the installation procedure.
About this task The following images indicate the location of display assembly
and provide a visual representation of the installation procedure.
20
Removing and installing components
Steps
1. Slide the palm-rest assembly under the display assembly. 2. Align the
screw holes on the palm-rest assembly with the screw holes on the display
hinges. 3. Replace the four screws (M2.5×3) that secure the display hinges to
the palm-rest assembly. 4. Route the display cable and camera cable through
the routing guides on the system board.
Removing and installing components
21
5. Connect the display cable and camera cable to the system board. 6. Adhere
the tapes that secure the display cable and camera cable to the system board.
7. Align and place the display-cable bracket on the system board. 8. Tighten
the captive screw (M1.6×3) that secures the display-cable bracket to the
system board.
Next steps 1. Install the battery. 2. Install the base cover. 3. Follow the
procedure in After working inside your computer.
Speakers
Removing the speakers
Prerequisites 1. Follow the procedure in Before working inside your computer.
2. Remove the base cover. 3. Remove the battery.
About this task The following image indicates the location of speakers and
provides a visual representation of the removal procedure.
Steps
1. Disconnect the speaker cable from the system board. 2. Note the routing of
the speaker cable and remove the speaker cable from the routing guides on the
palm-rest assembly. 3. Using a plastic scribe, pry the speakers off the palm-
rest assembly.
22
Removing and installing components
Installing the speakers
Prerequisites If you are replacing a component, remove the existing component
before performing the installation procedure.
About this task The following image indicates the location of speakers and
provides a visual representation of the installation procedure.
Steps 1. Slide the speakers into the slots on the palm-rest assembly.
NOTE: Ensure that there is no adhesive residue from the faulty speakers that
are removed previously.
2. Route the speaker cable through the routing guides on the palm-rest
assembly. 3. Connect the speaker cable to the system board.
Next steps 1. Install the battery. 2. Install the base cover. 3. Follow the
procedure in After working inside your computer.
System board
Removing the system board
Prerequisites 1. Follow the procedure in Before working inside your computer.
2. Remove the base cover. 3. Remove the battery.
Removing and installing components
23
About this task The following image indicates the connectors on your system board.
Figure 1. System-board connectors
1. Speaker cable 3. Display cable 5. Keyboard-controller board cable
2. Fingerprint-reader cable 4. Camera cable
The following images indicate the location of system board and provide a visual representation of the removal procedure.
24
Removing and installing components
Steps
1. Loosen the captive screw (M1.6×3) that secures the display-cable bracket
to the system board. 2. Lift the display-cable bracket off the system board.
3. Peel the tapes that secure the display cable and camera cable to the system
board. 4. Using the tape as a pull tab, disconnect the display cable and
camera cable from the system board.
Removing and installing components
25
5. Remove the display cable and camera cable from the routing guides on the
system board. 6. Remove the screw (M1.6×3) and the screw (M1.6×2) that secures
the type-C bracket to the system board.
NOTE: The M1.6×2 screw has a bigger head than the M1.6×3 screw.
7. Lift the type-C bracket off the system board. 8. Disconnect the speaker
cable from the system board. 9. Open the latch and disconnect the fingerprint-
reader cable from the system board. 10. Peel off the fingerprint-reader
daughter-board from the system board. 11. Open the latch and disconnect the
keyboard-controller board cable from the system board. 12. Remove the four
screws (M1.6×2.5), three screws (M1.2×3), and one captive screw (M1.2×4) that
secure the system board
to the palm-rest assembly. 13. Lift the system board off the palm-rest
assembly. 14. Remove the power-button and fingerprint reader bracket from the
palm-rest assembly. 15. Place the bracket and the system board on a dry, flat,
and clean surface.
Installing the system board
Prerequisites If you are replacing a component, remove the existing component
before performing the installation procedure.
About this task The following image indicates the connectors on your system
board.
Figure 2. System-board connectors
1. Speaker cable 3. Display cable 5. Keyboard-controller board cable
2. Fingerprint-reader cable 4. Camera cable
The following images indicate the location of system board and provide a visual representation of the installation procedure.
26
Removing and installing components
Removing and installing components
27
Steps 1. Align and place the power-button and fingerprint reader bracket on
the palm-rest assembly. 2. Align the screw holes on the system board with the
screw holes on the palm-rest assembly. 3. Replace the fours screws (M2x4),
three screws (M1.2×3), and one screw (M1.2×4) that secure the system board to
the
palm-rest assembly. 4. Connect the keyboard-controller board cable to the
system board and close the latch to secure the cable. 5. Connect the speaker
cable to the system board. 6. Adhere the fingerprint-reader board to the slot
on the system board. 7. Connect the fingerprint-reader cable to the system
board and close the latch to secure the cable. 8. Align the screw holes on the
USB Type-C bracket to the screw holes on the system board. 9. Replace the
screw (M1.6×3) and the screw (M1.6×2) that secures the USB Type-C port bracket
to the system board.
NOTE: The M1.6×2 screw has a bigger head than the M1.6×3 screw.
10. Route the display cable and camera cable through the routing guides on
the system board. 11. Connect the display cable and camera cable to the system
board.
28
Removing and installing components
12. Adhere the tapes that secure the display cable and camera cable to the
system board. 13. Align and place the display-cable bracket on the system
board. 14. Tighten the captive screw (M1.6×3) that secures the display-cable
bracket to the system board.
Next steps 1. Install the battery. 2. Install the base cover. 3. Follow the
procedure in After working inside your computer.
Keyboard assembly
Removing the keyboard assembly
Prerequisites 1. Follow the procedure in Before working inside your computer.
2. Remove the base cover. 3. Remove the battery. 4. Remove the system board.
About this task The following images indicate the location of keyboard
assembly and provide a visual representation of the removal procedure.
Removing and installing components
29
30
Removing and installing components
Steps 1. Peel the fingerprint reader cable from the keyboard. 2. Remove the
speaker cable from the routing guides on the left keyboard bracket. 3. Loosen
the captive screw that secures the left keyboard bracket to the palm-rest
assembly. 4. Using a plastic scribe, pry the left keyboard bracket off the
palm-rest assembly. 5. Loosen the captive screw that secures the right
keyboard bracket to the palm-rest assembly. 6. Using a plastic scribe, pry the
right keyboard bracket off the palm-rest assembly. 7. Disconnect the keyboard
cable and keyboard backlight cable from the keyboard controller board. 8. Peel
the keyboard controller board cable from the keyboard. 9. Remove the 38 screws
(M1.2×1.4) and ten screws (M1.2×1.6) that secure the keyboard to the palm-rest
assembly.
NOTE: Peel off the three copper foil from the palm-rest assembly, and then
peel off the two conductive tapes on the keyboard assembly to separate the
keyboard assembly and the palm-rest assembly.
10. Lift the keyboard off the palm-rest assembly.
Installing the keyboard assembly
Prerequisites If you are replacing a component, remove the existing component
before performing the installation procedure.
About this task The following images indicate the location of keyboard
assembly and provide a visual representation of the installation procedure.
Removing and installing components
31
32
Removing and installing components
Steps 1. Align the screw holes on the keyboard with the screw holes on the
palm-rest assembly.
NOTE: Adhere the two conductive tapes on the keyboard, and then adhere the
three copper foils on the palm-rest assembly to secure the keyboard assembly
to the palm-rest assembly.
2. Replace the 38 screws (M1.2×1.4) and ten screws (M1.2×1.6) that secure the
keyboard to the palm-rest assembly. NOTE: Do not install keyboard assembly
screws into locations that are marked with MB. Those screw holes are reserved
for system board screws.
3. Adhere the keyboard controller board cable to the keyboard. 4. Connect the
keyboard cable and keyboard backlight cable to the keyboard controller board.
5. Adhere the right keyboard bracket in the slots on the palm-rest assembly.
6. Tighten the captive screw that secures the right keyboard bracket to the
palm-rest assembly. 7. Adhere the right keyboard bracket in the slots on the
palm-rest assembly. 8. Tighten the captive screw that secures the left
keyboard bracket to the palm-rest assembly. 9. Route the speaker cable through
the routing guides on the left keyboard assembly. 10. Adhere the fingerprint
reader cable to the keyboard.
Next steps 1. Install the system board. 2. Install the battery. 3. Install the
base cover. 4. Follow the procedure in After working inside your computer.
Removing and installing components
33
Palm-rest assembly
Removing the palm-rest assembly
Prerequisites 1. Follow the procedure in Before working inside your computer.
2. Remove the base cover. 3. Remove the battery. 4. Remove the display
assembly. 5. Remove the speakers. 6. Remove the system board. 7. Remove the
keyboard assembly.
About this task The following image indicates the palm-rest assembly and
provides a visual representation of the removal procedure.
Steps The palm-rest assembly is left after performing the steps in the
prerequisites.
NOTE: Keep the power-button and fingerprint reader bracket if you must replace
the palm-rest assembly as the bracket is a separate service part for reuse.
NOTE: If the power-button and fingerprint reader bracket is not found on the
palm-rest assembly, the bracket should be on the system board.
Installing the palm-rest assembly
Prerequisites If you are replacing a component, remove the existing component
before performing the installation procedure.
34
Removing and installing components
About this task The following image indicates the palm-rest assembly and provides a visual representation of the installation procedure.
Steps Place the palm-rest assembly on a flat surface.
NOTE: If you are installing components to a new palm-rest assembly, use the
power-button and fingerprint reader bracket from the previous palm-rest
assembly.
Next steps 1. Install the keyboard assembly. 2. Install the system board . 3.
Install the speakers. 4. Install the display assembly. 5. Install the battery.
6. Install the base cover. 7. Follow the procedure in After working inside
your computer.
Removing and installing components
35
3
Drivers and downloads
When troubleshooting, downloading or installing drivers it is recommended that
you read the Dell Knowledge Based article, Drivers and Downloads FAQ
SLN128938.
36
Drivers and downloads
4
System setup
CAUTION: Unless you are an expert computer user, do not change the settings in
the BIOS Setup program. Certain changes can make your computer work
incorrectly.
NOTE: Depending on the computer and its installed devices, the items listed in
this section may or may not be displayed.
NOTE: Before you change BIOS Setup program, it is recommended that you write
down the BIOS Setup program screen information for future reference.
Use the BIOS Setup program for the following purposes: Get information about
the hardware installed in your computer, such as the amount of RAM and the
size of the hard drive. Change the system configuration information. Set or
change a user-selectable option, such as the user password, type of hard drive
installed, and enabling or disabling
base devices.
BIOS overview
The BIOS manages data flow between the computer’s operating system and
attached devices such as hard disk, video adapter, keyboard, mouse, and
printer.
Entering BIOS setup program
About this task Turn on (or restart) your computer and press F2 immediately.
Navigation keys
NOTE: For most of the System Setup options, changes that you make are recorded but do not take effect until you restart the system.
Table 2. Navigation keys Keys Up arrow Down arrow Enter
Spacebar Tab
Navigation Moves to the previous field. Moves to the next field. Selects a
value in the selected field (if applicable) or follow the link in the field.
Expands or collapses a drop-down list, if applicable. Moves to the next focus
area.
NOTE: For the standard graphics browser only.
Esc
Moves to the previous page until you view the main screen.
Pressing Esc in the main screen displays a message that
prompts you to save any unsaved changes and restarts the
system.
System setup
37
Boot Sequence
Boot Sequence allows you to bypass the System Setupdefined boot device order
and boot directly to a specific device (for example: optical drive or hard
drive). During the Power-on Self Test (POST), when the Dell logo appears, you
can:
Access System Setup by pressing F2 key Bring up the one-time boot menu by
pressing F12 key The one-time boot menu displays the devices that you can boot
from including the diagnostic option. The boot menu options are:
Removable Drive (if available) STXXXX Drive (if available)
NOTE: XXX denotes the SATA drive number.
Optical Drive (if available) SATA Hard Drive (if available) Diagnostics The
boot sequence screen also displays the option to access the System Setup
screen.
System setup options
NOTE: Depending on this computer and its installed devices, the items that are
listed in this section may or may not be displayed.
Table 3. System setup options–System information menu Overview
BIOS Version Service Tag Asset Tag Ownership Tag Manufacture Date Ownership Date Express Service Code Ownership Tag Signed Firmware Update Battery Primary Battery Level Battery State Health AC Adapter Processor Information Processor Type Maximum Clock Speed Core Count Processor L2 Cache Processor ID
Displays the BIOS version number. Displays the Service Tag of the computer.
Displays the Asset Tag of the computer. Displays the ownership tag of the
computer. Displays the manufacture date of the computer. Displays the
ownership date of the computer. Displays the express service code of the
computer. Displays the ownership tag of the computer. Displays whether the
signed firmware update is enabled. Displays the battery health information.
Displays the primary battery. Displays the battery level. Displays the battery
state. Displays the battery health. Displays whether an AC adapter is
installed.
Displays the processor type. Displays the maximum processor clock speed.
Displays the number of cores on the processor. Displays the processor L2 Cache
size. Displays the processor identification code.
38
System setup
Table 3. System setup options–System information menu (continued)
Overview
Processor L3 Cache
Displays the processor L3 Cache size.
Current Clock Speed
Displays the current processor clock speed.
Minimum Clock Speed
Displays the minimum processor clock speed.
Microcode Version
Displays the microcode version.
Intel Hyper-Threading Capable
Displays whether the processor is Hyper-Threading (HT) capable.
64-Bit Technology
Displays whether 64-bit technology is used.
Memory Information
Memory Installed
Displays the total computer memory installed.
Memory Available
Displays the total computer memory available.
Memory Speed
Displays the memory speed.
Memory Channel Mode
Displays single or dual channel mode.
Memory Technology
Displays the technology that is used for the memory.
Device Information
Video Controller
Displays the integrate graphics information of the computer.
Video BIOS Version
Displays the video BIOS version of the computer.
Video Memory
Displays the video memory information of the computer.
Panel Type
Displays the Panel Type of the computer.
Native Resolution
Displays the native resolution of the computer.
Audio Controller
Displays the audio controller information of the computer.
Wi-Fi Device
Displays the wireless device information of the computer.
Bluetooth Device
Displays the Bluetooth device information of the computer.
Table 4. System setup options–Boot options menu
Boot options
Advanced Boot Options Enable UEFI Network Stack
Enables or disables UEFI Network Stack. Default: OFF.
Boot Mode Boot Mode: UEFI only Enable Boot Devices Boot Sequence BIOS Setup Advanced Mode
Displays the boot mode of this computer. Enables or disables boot devices for this computer. Displays the boot sequence. Enables or disables advanced BIOS settings. Default: ON.
UEFI Boot Path Security
Enables or disables the system to prompt the user to enter the Admin password
when booting a UEFI boot path from the F12 boot menu.
Default: Always Except Internal HDD.
Table 5. System setup options–System Configuration menu System Configuration
Date/Time
System setup
39
Table 5. System setup options–System Configuration menu (continued)
System Configuration Date
Time
Storage Interface Port Enablement SATA Operation
Sets the computer date in MM/DD/YYYY format. Changes to the date take effect
immediately. Sets the computer time in HH/MM/SS 24-hour format. You can switch
between 12-hour and 24-hour clock. Changes to the time take effect
immediately.
Enables the selected onboard drives. Configures operating mode of the
integrated SATA hard drive controller. Default: RAID. SATA is configured to
support RAID (Intel Rapid Restore Technology).
Drive Information Enable Audio
Displays the information of various onboard drives. Enables or disables all integrated audio controller. Default: ON.
Enable Microphone
Enables or disables microphone. Default: ON.
Enable Internal Speaker
Enables or disables internal speaker. Default: ON.
USB Configuration Enable Boot Support
Enables or disables booting from USB mass storage devices such as external
hard drive, optical drive, and USB drive.
Default: ON.
Enable External USB Ports
Enables or disables USB ports to be functional in an operating system
environment.
Default: ON.
Enable Thunderbolt Technology Support Enables or disables Thunderbolt Technology Support. Default: ON.
Enable Thunderbolt Boot Support
Enables or disables Thunderbolt Boot Support. Default: OFF.
Miscellaneous Devices Enable Camera
Enables or disables various onboard devices. Enables or disables the camera. Default: ON.
Touchscreen
Enables or disables the touchscreen for the operating system. NOTE:
Touchscreen will always work in the BIOS setup irrespective of this setting.
Default: ON.
Enable Fingerprint Reader Device
Enables or disables the Fingerprint Reader Device. Default: ON.
Enable Fingerprint Reader Single Sign On Enables or disables the Fingerprint Reader Device’s Single Sign On capability. Default: ON.
Enable MediaCard
Enables to switch all media cards On/Off or set the media card to read-only state.
40
System setup
Table 5. System setup options–System Configuration menu (continued)
System Configuration
Default: Enable Secure Digital (SD) Card.
Keyboard Illumination
Configures the operating mode of the keyboard illumination feature.
Default: Bright. Enable the keyboard illumination feature at 100% brightness
level.
Keyboard Backlight Timeout on AC
Configures the timeout value for the keyboard when an AC adapter is connected
to the computer. The keyboard backlight timeout value is only effect when the
backlight is enabled.
Default: 10 seconds.
Keyboard Backlight Timeout on Battery
Configures the timeout value for the keyboard when the computer is running on
battery. The keyboard backlight timeout value is only effect when the
backlight is enabled.
Default: 10 seconds.
Table 6. System setup options–Video menu
Video
LCD Brightness
Brightness on battery power
Sets the screen brightness when the computer is running on battery power.
Brightness on AC power
Sets the screen brightness when the computer is running on AC power.
Table 7. System setup options–Security menu
Security
Enable Admin Setup Lockout
Enables or disables the user from entering BIOS Setup when an Admin Password is set.
Default: OFF.
Password Bypass
Bypass the System (Boot) Password and the internal hard drive password prompts
during a system restart.
Default: Disabled.
Enable Non-Admin Password Changes
Enables or disables the user to change the system and hard drive password
without the need for admin password.
Default: ON.
Non-Admin Setup Changes Allow Wireless Switch Changes
Enables or disables changes to the setup option when an Administrator password
is set.
Default: OFF.
Enable UEFI Capsule Firmware Updates Absolute
Enables or disables BIOS updates through UEFI capsule update packages.
Enables, disables or permanently disable the BIOS module interface of the
optional Absolute Persistence Module service from Absolute Software.
Default: Enable Absolute.
TPM 2.0 Security On
Select whether or not the Trusted Platform Model (TPM) is visible to the OS. Default: ON.
PPI Bypass for Enable Commands
Enables or disables the OS to skip BIOS Physical Presence Interface (PPI) user
prompts when issuing TPM PPI enabled and activate commands.
Default: OFF.
System setup
41
Table 7. System setup options–Security menu (continued)
Security
PPI Bypass for Disable Commands
Enables or disables The OS to skip BIOS PPI user prompts when issuing TPM PPI Disable and Deactivate commands.
Default: OFF.
PPI Bypass for Clear Commands
Enables or disables the operating system to skip BIOS Physical Presence
Interface (PPI) user prompts when issuing the Clear command.
Default: OFF.
Attestation Enables
Enables to control whether the TPM Endorsement Hierarchy is available to the
OS. Disabling this setting restricts the ability to use the TPM for signature
operations.
Default: ON.
Key Storage Enable
Enables to control whether the TPM Endorsement Hierarchy is available to the
OS. Disabling this setting restricts the ability to use the TPM for storing
owner data.
Default: ON.
SHA-256
Enables or disables the BIOS and the TPM to use the SHA-256 hash algorithm to
extend measurements into the TPM PCRs during BIOS boot.
Default: ON.
Clear
Enables or disables the computer to clear the PTT owner information, and
returns the PTT to the default state.
Default: OFF.
TPM State
Enables or disables the TPM. This is the normal operating state for the TPM
when you want to use its complete array of capabilities.
Default: Enabled.
Intel SGX
Enables or disables the Intel Software Guard Extensions (SGX) to provide a
secured environment for running code/storing sensitive information.
Default: Software Control
SMM Security Mitigation
Enables or disables additional UEFI SMM Security Mitigation protections.
Default: OFF.
NOTE: This feature may cause compatibility issues or loss of functionality
with some legacy tools and applications.
Enable Strong Passwords
Enables or disables strong passwords. Default: OFF.
Password Configuration Admin Password System Password Enable Master Password Lockout
Control the minimum and maximum number of characters that are allowed for
Admin and System passwords.
Sets, Changes, or deletes the administrator (admin) password (sometimes called
the “setup” password).
Sets, Changes, or deletes the system password.
Enables or disables the master password support. Default: OFF.
Table 8. System setup options–Secure Boot menu
Secure Boot
Enable Secure Boot
Enables or disables the computer to boos using only validated boot software.
42
System setup
Table 8. System setup options–Secure Boot menu (continued) Secure Boot
Default: OFF.
NOTE: For Secure Boot to be enabled, the computer needs to be in UEFI boot
mode and the Enable Legacy Option ROMs option needs to be turned off.
Secure Boot Mode
Selects the Secure Boot operation mode. Default: Deployed Mode.
NOTE: Deployed Mode should be selected for normal operation of Secure Boot.
Table 9. System setup options–Expert Key Management menu
Expert Key Management
Enable Custom Mode
Enables or disables the keys in the PK, KEK, db, and dbx security key databases to be modified.
Default: OFF.
Custom Mode Key Management
Selects the custom values for expert key management. Default: PK.
Table 10. System setup options–Performance menu
Performance
Intel Hyper-Threading Technology
Enables or disables the Intel Hyper-Threading Technology to use processor resources more efficiently.
Default: ON.
Intel SpeedStep
Enables or disables the Intel SpeedStep Technology to dynamically adjust
processor voltage and core frequency, decreasing average power consumption and
heat production.
Default: ON.
Intel TurboBoost Technology
Enabled or disabled the Intel TurboBoost mode of the processor. If enabled,
the Intel TurboBoost driver increases the performance of the CPU or graphics
processor.
Default: ON.
Multi-Core Support
Changes the number of CPU cores available to the operating system. The default
value is set to the maximum number of cores.
Default: All Cores.
Enable C-State Control
Enables or disables the CPU’s ability to enter and exit low-power states. Default: ON.
Table 11. System setup options–Power Management menu
Power Management
Wake on AC
Enables the computer to turn on and go to boot when AC power is supplied to the computer.
Default: OFF.
Wake on Dell USB-C Dock
Enables connecting a Dell USB-C Dock to wake the computer from Standby. Default: ON.
System setup
43
Table 11. System setup options–Power Management menu (continued)
Power Management
Auto on Time
Enables the computer to automatically power on for defined days and times.
Default: Disabled. The system will not automatically power up.
Battery Charge Configuration
Enables the computer to run on battery during power usage hours. Use the below
options to prevent AC power usage between certain times of each day.
Default: Adaptive. Battery settings are adaptively optimized based on your
typical battery usage pattern.
Enable Advanced Battery Charge Configuration
Enables Advanced Battery Charge Configuration from the beginning of the day to
a specified work period. Advanced Battery Charged maximizes battery health
while still supporting heavy use during the work day.
Default: OFF.
Block Sleep
Blocks the computer from entering Sleep (S3) mode in the operating system.
Default: OFF.
NOTE: If enabled, the computer will not go to sleep, Intel Rapid Start will be
disabled automatically, and the operating system power option will be blank if
it was set to Sleep.
Peak Shift
Enables the computer to run on battery during peak power usage hours. Default: OFF.
Wireless Radio Control
Enables to sense the connection of the computer to a wired network and
subsequently disable the selected wireless radios (WLAN and/or WWAN). Upon
disconnection from the wired network, the selected wireless radios are
reenabled.
Default: OFF.
Wake on LAN
Enables or disables the computer to turn on by a special LAN signal. Default: Disabled.
Intel Speed Shift Technology
Enables or disables the Intel Speed Shift Technology support. Setting this
option to enable allows the operating system to select the appropriate
processor performance automatically.
Default: ON.
Lid Switch
Enables the computer to power up from the off state whenever the lid is
opened.
Default: ON.
Table 12. System setup options–Wireless menu
Wireless
Wireless Device Enable
Enable or disable internal WLAN/Bluetooth devices.
WLAN
Default: ON.
Bluetooth
Default: ON.
Table 13. System setup options–POST Behavior menu
POST Behavior
Numlock Enable
Enables or disables Numlock when the computer boots. Default: ON.
Enable Adapter Warnings
Enables the computer to display adapter warning messages during boot.
44
System setup
Table 13. System setup options–POST Behavior menu (continued) POST Behavior
Default: ON.
Extend BIOS POST Time
Configures the BIOS POST (Power-On Self-Test) load time. Default: 0 seconds.
Fastboot Fn Lock Options
Configures the speed of the UEFI boot process. Default: Thorough. Performs
complete hardware and configuration initialization during boot.
Enables or disables the Fn lock mode. Default: ON.
Lock Mode
Default: Lock Mode Secondary. Lock Mode Secondary = If this option is selected, the F1-F12 keys scan the code for their secondary functions.
Full Screen Logo
Enabled or disabled the computer to display full screen logo if the image
match screen resolution.
Default: OFF.
Warnings and Errors
Selects an action on encountering a warning or error during boot.
Default: Prompt on Warnings and Errors. Stop, prompt, and wait for user input
when warnings or errors are detected.
NOTE: Errors deemed critical to the operation of the computer hardware will
always halt the computer.
Mouse/Touchpad
Defines how the computer handles mouse and touchpad input.
Default: Touchpad and PS/2 Mouse. Leave the integrated touchapd enabled when
an external PS/2 mouse is present.
Sign of Life Early Logo Display
Display Logo Sign of Life. Default: ON.
Early Keyboard Backlight
Keyboard Backlight Sign of Life. Default: ON.
MAC Address Pass-Through
Replaces the external NIC MAC address (in a supported dock or dongle) with the
selected MAC address from the computer.
Default: System Unique MAC Address.
Table 14. System setup options–Virtualization menu
Virtualization
Intel Virtualization Technology
Enables the computer to run a virtual machine monitor (VMM). Default: ON.
VT for Direct I/O
Enables the computer to perform Virtualization Technology for Direct I/O
(VTd). VT-d is an Intel method that provides virtualization for memory map
I/O.
Default: ON.
System setup
45
Table 15. System setup options–Maintenance menu
Maintenance
Asset Tag
Creates a system Asset Tag that can be used by an IT administrator to uniquely identify a particular system. Once set in BIOS, the Asset Tag cannot be changed.
Service Tag
Displays the Service Tag of the computer.
BIOS Recovery from Hard Drive
Enables the computer to recover from a bad BIOS image, as long as the Boot Block portion is intact and functioning.
Default: ON.
NOTE: BIOS recovery is designed to fix the main BIOS block and cannot work if the Boot Block is damaged. In addition, this feature cannot work in the event of EC corruption, ME corruption, or a hardware issue. The recovery image must exist on an unencrypted partition on the drive.
BIOS Auto-Recovery
Enables the computer to automatically recover the BIOS without user actions.
This feature requires BIOS Recovery from Hard Drive to be set to Enabled.
Default: OFF.
Start Data Wipe Allow BIOS Downgrade
CAUTION: This Secure Wipe Operation deletes information in a way that it
cannot be reconstructed.
If enabled, the BIOS will queue up a data wipe cycle for storage devices that
are connected to the motherboard on the next reboot. Default: OFF.
Controls flashing of the system firmware to previous revisions. Default: ON.
Table 16. System setup options–System Logs menu
System Logs
Power Event Log
Displays Power events.
Default: Keep.
BIOS Event Log
Displays BIOS events. Default: Keep.
Thermal Event Log
Displays Thermal events. Default: Keep.
Table 17. System setup options–SupportAssist menu
SupportAssist
Dell Auto operating system Recovery Threshold
Controls the automatic boot flow for SupportAssist System Resolution Console
and for Dell operating system Recovery tool.
Default: 2.
SupportAssist operating system Recovery Enables or disables the boot flow for
SupportAssist operating system Recovery tool in the even of certain system
errors.
Default: ON.
46
System setup
Clearing CMOS settings
About this task CAUTION: Clearing CMOS settings will reset the BIOS settings
on your computer.
Steps 1. Remove the base cover. 2. Disconnect the battery cable from the
system board. 3. Wait for one minute. 4. Connect the battery cable to the
system board. 5. Replace the base cover.
Clearing BIOS (System Setup) and System passwords
About this task To clear the system or BIOS passwords, contact Dell technical
support as described at www.dell.com/contactdell.
NOTE: For information on how to reset Windows or application passwords, refer
to the documentation accompanying Windows or your application.
System setup
47
5
Troubleshooting
Locate the Service Tag or Express Service Code of your Dell computer
Your Dell computer is uniquely identified by a Service Tag or Express Service
Code. To view relevant support resources for your Dell computer, we recommend
entering the Service Tag or Express Service Code at www.dell.com/support. For
more information on how to find the Service Tag for your computer, see Locate
the Service Tag for your Dell Laptop.
Recovering the operating system
When your computer is unable to boot to the operating system even after
repeated attempts, it automatically starts Dell SupportAssist OS Recovery.
Dell SupportAssist OS Recovery is a standalone tool that is preinstalled in
all Dell computers installed with Windows 10 operating system. It consists of
tools to diagnose and troubleshoot issues that may occur before your computer
boots to the operating system. It enables you to diagnose hardware issues,
repair your computer, back up your files, or restore your computer to its
factory state. You can also download it from the Dell Support website to
troubleshoot and fix your computer when it fails to boot into their primary
operating system due to software or hardware failures. For more information
about the Dell SupportAssist OS Recovery, see Dell SupportAssist OS Recovery
User’s Guide at www.dell.com/support.
SupportAssist | On-board Diagnostics
About this task The SupportAssist | On-board Diagnostics performs a complete
check of your hardware. This diagnostic is the new on-board diagnostic tool
and replaces the ePSA 3.0 diagnostics. It has a clean and modern user
interface, quicker tests, simplified messaging. SupportAssist | On-board
Diagnostics can be initiated by one of the following methods: Pressing F12 to
enter one-time Boot Menu and selecting Diagnostics to initiate the diagnostics
OR Fn + Power BIOS POST detecting a hardware failure or error and initiating
the diagnostics The SupportAssist | On-board Diagnostics is embedded with the
BIOS and is launched by the BIOS internally. The embedded system diagnostics
provides a set of options for particular devices or device groups allowing you
to: Run tests in either Quick Test Mode or Advanced Test Mode Run thorough
tests to introduce additional test options to provide extra information about
the failed device(s) Run tests in either Automatic Mode or Interactive Test
Mode Run interactive tests on LCD panel and keyboard Display or save test
results View status messages that indicate if the tests are completed
successfully View error messages that indicate if problems were encountered
during the test
NOTE: Some tests for specific devices require user interaction. Ensure that
you are present at the computer terminal when the diagnostic tests are
performed.
For more information, see SupportAssist Pre-Boot System Performance Check.
48
Troubleshooting
System diagnostic lights
When static, the power and battery-charge status light indicates the power
mode that your computer is in. When blinking in different patterns, the power
and battery-charge status light indicates the respective issues that your
computer is encountering.
Static power and battery-charge status light
The following table lists the status of your computer based on the power and
battery-charge status light.
Table 18. Power and battery-charge status light Power and battery-charge status light
Status of computer
Solid white
The power adapter is connected and the battery is fully charged.
The power adapter is connected and the battery has more than five percent
charge.
Amber
The computer is running on battery and the battery has less than five percent charge.
Off
The computer is in sleep state, hibernation, or turned off.
Blinking power and battery-charge status light
The power and battery-status light blinks alternately between amber and off to
indicate issues that your computer is encountering.
For example, the power and battery-status light blinks amber two times
followed by a pause, and then blinks white three times followed by a pause.
This 2,3 pattern continues until the computer is turned off indicating no
memory or RAM is detected.
The following table shows the different power and battery-status light
patterns and the associated issues.
Table 19. LED codes Diagnostic light codes 2,1
Problem description Processor failure
2,2
System board: BIOS or ROM (Read-Only Memory) failure
2,3
No memory or RAM (Random-Access Memory) detected
2,4
Memory or RAM (Random-Access Memory) failure
2,5
Invalid memory installed
2,6
System-board or chipset error
2,7
Display failure
2,8
LCD power rail failure.
3,1
CMOS battery failure
3,2
PCI, video card/chip failure
3,3
Recovery image not found
3,4
Recovery image found but invalid
3,5
Power-rail failure
3,6
System BIOS Flash incomplete
3,7
Management Engine (ME) error
Troubleshooting
49
Flashing the BIOS
About this task You may need to flash (update) the BIOS when an update is
available or when you replace the system board. Follow these steps to flash
the BIOS:
Steps 1. Turn on your computer. 2. Go to www.dell.com/support. 3. Click
Product support, enter the Service Tag of your computer, and then click
Submit.
NOTE: If you do not have the Service Tag, use the auto-detect feature or
manually browse for your computer model.
4. Click Drivers & downloads > Find it myself. 5. Select the operating system
installed on your computer. 6. Scroll down the page and expand BIOS. 7. Click
Download to download the latest version of the BIOS for your computer. 8.
After the download is complete, navigate to the folder where you saved the
BIOS update file. 9. Double-click the BIOS update file icon and follow the
instructions on the screen.
Flashing BIOS (USB key)
Steps 1. Follow the procedure from step 1 to step 7 in “Flashing the BIOS” to
download the latest BIOS setup program file. 2. Create a bootable USB drive.
For more information see the knowledge base article SLN143196 at
www.dell.com/support. 3. Copy the BIOS setup program file to the bootable USB
drive. 4. Connect the bootable USB drive to the computer that needs the BIOS
update. 5. Restart the computer and press F12 when the Dell logo is displayed
on the screen. 6. Boot to the USB drive from the One Time Boot Menu. 7. Type
the BIOS setup program filename and press Enter. 8. The BIOS Update Utility
appears. Follow the instructions on the screen to complete the BIOS update.
WiFi power cycle
About this task If your computer is unable to access the Internet due to WiFi
connectivity issues, a WiFi power cycle procedure may be performed. The
following procedure provides the instructions on how to conduct a WiFi power
cycle:
NOTE: Some ISPs (Internet Service Providers) provide a modem/router combo
device.
Steps 1. Turn off your computer. 2. Turn off the modem. 3. Turn off the
wireless router. 4. Wait for 30 seconds. 5. Turn on the wireless router. 6.
Turn on the modem. 7. Turn on your computer.
50
Troubleshooting
Flea power release
About this task Flea power is the residual static electricity that remains on
the computer even after it has been powered off and the battery has been
removed. The following procedure provides the instructions on how to conduct
flea power release:
Steps 1. Turn off your computer. 2. Remove the base cover. 3. Remove the
battery. 4. Press and hold the power button for 15 seconds to drain the flea
power. 5. Replace the battery. 6. Replace the base cover. 7. Turn on your
computer.
Troubleshooting
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Getting help and contacting Dell
Self-help resources
You can get information and help on Dell products and services using these self-help resources:
Table 20. Self-help resources Self-help resources Information about Dell products and services
Resource location www.dell.com
My Dell app
Tips
Contact Support
In Windows search, type Contact Support, and press Enter.
Online help for operating system
www.dell.com/support/windows
Access top solutions, diagnostics, drivers and downloads, and learn more about your computer through videos, manuals and documents.
Your Dell computer is uniquely identified by a Service Tag or Express Service
Code. To view relevant support resources for your Dell computer, enter the
Service Tag or Express Service Code at www.dell.com/support.
For more information on how to find the Service Tag for your computer, see
Locate the Service Tag for your Dell Laptop.
Dell knowledge base articles for a variety of computer concerns
1. Go to www.dell.com/support.
2. On the menu bar at the top of the Support page, select Support > Knowledge
Base.
3. In the Search field on the Knowledge Base page, type the keyword, topic,
or model number, and then click or tap the search icon to view the related
articles.
Contacting Dell
To contact Dell for sales, technical support, or customer service issues, see
www.dell.com/contactdell. NOTE: Availability varies by country/region and
product, and some services may not be available in your country/region.
NOTE: If you do not have an active Internet connection, you can find contact
information about your purchase invoice, packing slip, bill, or Dell product
catalog.
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Getting help and contacting Dell
References
- Drivers and Downloads FAQs | Dell US
- How to Create a Bootable USB Flash Drive using Dell Diagnostic Deployment Package (DDDP) | Dell US
- Find your Service Tag or Serial Number | Dell Singapore
- SupportAssist Preboot | Dell Australia
Read User Manual Online (PDF format)
Read User Manual Online (PDF format) >>