Dell - On-Site Troubleshooting - Printer-Friendly Format.pdf

07/10/2012 Dell - On-Site Troubleshooting - Printer-Friendly Format

Dell Training Tool | On-Site Troubleshooting Previous |

Welcome - Getting Started This training document will provide field technicians with information necessary to verify good and bad parts when delivering on-site services. RTS Dates:

11/18/2010

Departments:

CSMB - Global Content Development

Authors:

Mahendra Mishra

Contributing Sources:

Program Manager : Tom Eades & Amy Stiffler

Contacting Dell:

To contact Dell regarding issues with this training material, click the following link: Feedback .

Information in this document is subject to change without notice. ©2010 Dell Inc. All rights reserved. ™ Rev. A04 Reproduction in any manner whatsoever without the written permission of Dell Inc. is strictly forbidden. Trademarks used in this text: Dell, the DELL logo, and Dimension are trademarks of Dell Inc.; Intel, Pentium, and Celeron are registered trademarks of Intel Corporation; Microsoft and Windows are registered trademarks of Microsoft Corporation; AMD, Opteron, and PowerNow! are registered trademarks of AMD Corporation. Other trademarks and trade names may be used in this document to refer to either the entities claiming the marks and names or their products. Dell Inc. disclaims any proprietary interest in trademarks and trade names other than its own.

Printed 10/7/2012 12:16:14 AM Expires 10/8/2012 12:16:14 AM

On-Site Troubleshooting Welcome - Getting Started

For Dell Employees Only This document is Dell Confidential

Using This Material The following sections provide information to help you effectively use this training material.

Navigating the Material To navigate through this course, select topics using either the left navigation menu or the Previous/Next buttons at the top right corner of each page. This course is designed to be completed in the order in which the topics are presented. However, refresher training can be accomplished in any desired order.

Important Symbols The following symbols are used to emphasize important notations in this material: A

NOTE

indicates important information that helps you make better use of your computer.

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A A

NOTE

indicates important information that helps you make better use of your computer.

WARNING

indicates either potential damage to hardware or loss of data and tells you how to avoid the problem.

A

indicates a potential for property damage, personal injury, or death. CAUTION information that will assist you in providing customers with the best experience.

A

Customer Experience (CE) Tip

indicates important

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On-Site Troubleshooting Using This Material


Course Introduction Goal Please read: This course is a job aid and is not intended to override policy and procedure. This information is provided in order to consolidate known issues and best practices. No procedure or process in this course is a "job requirement." The On-Site Troubleshooting training course goal is to provide field technicians with information necessary to verify good and bad parts when delivering On-Site Services. Although most of this material can be found in various other product courses, a secondary goal is to consolidate the most meaningful information in one place.

Objectives Given the information from this course and available tools, students will be able to perform the activities that demonstrate the following objectives and pass the knowledge check with a score of 80 percent or better. 1. Understand the objectives of on-site troubleshooting. Create a better customer experience. Prevent the replacement of good parts. Properly return unused parts. 2. Be familiar with the most common Troubleshooting Scenarios. No post. Overheating and intermittent shutdown. No boot / OS not found. 3. Understand Built-in Self Tests (BIST). Hard Drive Short Test (DST Short). Desktop Power Supply BIST. Portables LCD BIST. 4. How to launch Diagnostics. Pre-boot diagnostics (ePSA, PSA and PSA+) and how they can be used to verify a good or failed part. How to launch Dell 32-bit Diagnostics.

Curriculum Delivery Method This curriculum was designed to be delivered as an Online techsheet. This course requires that each student have a computer system and be able to log into https://dtt.dell.com



On-Site Troubleshooting Course Introduction

For Dell Employees Only This document is Dell Confidential 2/58


Expires 10/8/2012 12:16:14 AM

Course Introduction

This document is Dell Confidential

Overview The table below provides an overview of the On-Site Troubleshooting training module.

Who should use the information in this course? All field technicians in all regions.

What is this course? A summary of commonly available troubleshooting tools for field repair.

What's in it for Technicians? The best customer experience-by avoiding damage caused when replacing good parts, and by avoiding repeat dispatches.

What's in it for Dell? Great customer experience creates customer loyalty.


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On-Site Troubleshooting Overview


When to Troubleshoot Listed below are some tips on before parts replacement and after parts replacement. It is also important to avoid replacing parts just in case, or just to be safe. Before parts replacement

1. Before opening a part's sealed packaging.

2. When you have received more than one part and are able to troubleshoot prior to replacement. Action: Verify the failed component prior to opening sealed b ox or electrostatic b ag. Check in a logical order b ut generally in the order of commodity value. For instance, if dispatched an LCD cable, inverter, and LCD panel--check each in that order--working from the least expensive to the most expensive item.

Click high resolution image

NOTE: Troubleshooting prior to parts replacement is not always an option. Always follow regional process and dispatch instructions.

After parts replacement

1. When the dispatched part did not solve the customer's problem, it may be necessary to troubleshoot.

2. Sometimes verification of the fix requires you to take extra care to ensure that the customer's problem is solved and that no other problem exists.


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NOTE: Many issues can be addressed with the latest version of BIOS. Whenever possible, always download and install the latest BIOS revision prior to troubleshooting.

Quick Review Q:1 You should troubleshoot before opening all parts. (Select One) TRUE FALSE

Show Answer Q:2 You should troubleshoot when the dispatch says "replace all parts". (Select One) TRUE FALSE

Show Answer Q:3 You should troubleshoot after parts replacement to verify the system is operational. (Select One) TRUE FALSE

Show Answer Q:4 You should troubleshoot when the part replaced did not solve the customer's problem. (Select One) TRUE FALSE

Show Answer Q:5 Many issues can be addressed by: (Select One) Uninstalling the operating system. Downloading and installing the latest version of BIOS. Replacing all parts "just in case." Removing and replacing all parts.

Show Answer


On-Site Troubleshooting When to Troubleshoot


Unused Parts In Dell different regions have different abilities to process unused parts. This course should in no way override these processes. The following table provides an overview of how to handle unused parts


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Packaging: You should always verify you need to replace a part before opening its sealed packaging. For many components, this is an electrostatic bag or envelope. Is it the right part?: Often, there is enough information on the packaging to identify the part specifically. For instance, if you are replacing a 450 watt power supply and the replacement part's packaging label says it's a 250 watt-you have been sent the wrong part and should not open it.


Labels: If you have been supplied with labels to identify unused or good/bad parts, apply them prior to parts return. Different regions use different labels. Here are some examples.



Anti-static seal used in some regions.

White labels on the box/anti-static bag: Used in the Americas.


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Things to avoid: Even if the part is good, it will be considered defective if: a. There are pen marks on the part number labels or b. The electrostatic seal is broken

Quick Review Q: A part is considered "used" or "consumed" if - (Select One) There are pen or ink marks on the part or the part's label. If the antistatic seal is broken. If you apply any label that says "defective," "consumed," or "used." All of the presented answers.

Show Answer


On-Site Troubleshooting Unused Parts


Parts Return Process Parts return process for EMEA (Europe, Middle East, and Africa) All parts (opened or not) must be placed in an antistatic bag and returned to any PUDO by the technician the next day after the intervention same as the parts used. Box sealed with respective Partner seal. If all seals are broken (meaning the box can be opened without breaking one), the PUDO staff has to refuse acceptance of the box. NOTE: All unpacked parts (antistatic bags opened) must be systematically considered as defective.

Partner Seals can be Yellow or Red Labels

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The Yellow Label is the normal Partner "Good Part" label. This label must be used in the following circumstances only - "Use this label to return a part if the Outer packaging seal (box) is broken, but the inner packaging seal (anti static bag) is unbroken". This indicates to Dell that the part has not been used. Therefore the part is Good and does not need to go through Dell's testing process.

The Red Label is the normal Partner "Defective" label. This label must be used in the following circumstances only -"Use this label to return a part if both the Outer (box) and the inner (anti static bag) packaging seals are broken". This indicates that the part has been used and should go through Dell's repair and test process. Use this label even if the part has only been used for diagnostic purposes.

If neither of the seals are broken (the part has not been removed from any packaging) then there is no need to fix either a Red or Yellow label. The part will automatically be returned as "Good".


On-Site Troubleshooting Parts Return Process


Memory Goal Avoid replacing memory modules needlessly. Like processors, a very high percentage of memory modules received after repair have no defects. It is highly UNCOMMON for all memory modules to fail at the same time. Applicable Products All Things you can do: Also like processors, common-sense troubleshooting can be the fastest way to isolate failures. Do not open the DIMM packaging before confirming a bad module. a. Always reseat the memory modules (DIMM), and recheck for a memory error. b. If there is more than 1 DIMM, remove all but the memory in the first slot. c. If the error remains, swap out the other DIMM into the same slot. If the error remains, it's likely a system board (DIMM connector). If not, then the first module was bad. d. Only replace the confirmed bad DIMM. Avoid replacing all parts just in case.


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MpMemory is a diagnosing tool designed for testing the system memory. NOTE: MpMemory can also isolate to a DIMM slot; however, it is only suggested here, since many times it would take too long to run (12-16 minutes per GB). For MPMemory Job Aid Click here Quick Review Q:1 What is the first step in troubleshooting memory modules? (Select One) Run full diagnostics. Replace with the new modules. Reseat the modules. Remove all modules and see if the unit boots.

Show Answer Q:2 A very high percentage of memory modules returned to Dell are good. (Select One) TRUE FALSE

Show Answer Q:3 It is common for all memory modules to fail at the same time? (Select One) TRUE FALSE

Show Answer


On-Site Troubleshooting Memory


Processor Goal


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Goal Avoid replacing CPUs needlessly. It is a good idea to keep in mind that processors rarely fail. Greater than 60% of all processor returns have "no trouble found". On many high volume products it is over 80%. Applicable Products All Things you can do: a. Ensure through event logs (either in BIOS, or the OS) that the system is not shutting down due to thermal issues.

If so, resolve the thermal issues by cleaning heat sinks. Ensure fans are operational. Thermal material

is in place.

b. In systems that have an on-board speaker you should be looking for any beep codes. This means inducing a problem what would cause the system to beep (for example removing memory DIMMS).

If the system beeps, the processor is performing basic functions and can likely be ruled out as the source of the issue. If there are two processors in the system be sure to remove the 2nd processor when testing for beep codes. If you do hear beep codes, swap proc 1 with proc2 and test again. c. If unsure between the system board and the processor(s), replace the system board first.

Quick Review Q: Given that you have been dispatched a processor and a system board. If you cannot determine which is faulty, which one should you replace first? (Select One) Processor System Board

Show Answer



On-Site Troubleshooting Processor


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No Boot / OS Not Found Goal Before requesting a repeat dispatch for a hard drive, run the hard drive self-test. Hard drive self tests are resident on the system board in PSA diagnostics (Pre-boot Self Assessment) and do not rely on an operating system. Running PSA will take less than 6-7 minutes, regardless of hard drive size. Instructions a. Power on system and press for BIOS. b. Arrow down to hard drive field. c. If HDD is not detected, reseat connector. d. If yes, Power off and run the HDD Short Test, steps 5 through 9. e. Power on the system. f. At the Dell splash screen press until the one-time boot menu appears. The user will be provided a menu. g. Arrow down to "Diagnostics" and press . PSA Diagnostics is now launched. h. At about 1 minute, 15 seconds from power up the user will hear a beep and be asked if colors are displayed properly. Press for yes and to continue. The hard drive self test is running during this time. i. A memory test will start and run in parallel to the hard drive test. This takes a few more minutes (approximately 5 minutes total). When the memory quick test finishes the hard drive self test results are displayed. j. If PSA says that the hard drive passes and the system will not boot, a likely problem is a corrupt or missing operating system. Action: For more information on Drive Self Test Click here

Quick Review Q:1 ePSA/PSA+/PSA (pre-boot self assessment) diagnostics do not require an installed operating system and are self-contained on the system board. (Select One) TRUE FALSE

Show Answer Q:2 Where should you check to see if the hard drive is detected? (Select One) Inside the chassis. From within the Windows (or other) operating system. BIOS The HDD indicator light or LED.

Show Answer Q:3 How long does it take PSA diagnostics to check the hard drive with the disk short test (DST)? (Select One) Less than 30 seconds. Less than 3 minutes. Less than 6-7 minutes. 30 or more minutes.

Show Answer Q:4 If PSA says that the hard drive passes and the system will not boot, what is the likely problem? (Select One) Failed system board. Corrupt or missing operating system. Failed hard drive. Failed memory module. https://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/Printer_Friendly.asp

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Failed memory module.

Show Answer


On-Site Troubleshooting No Boot / OS Not Found


System Slow / Shuts Down Issue: Overheating and intermittent shut down may be noticed on various Latitude, Inspiron, Vostro, XPS and Alienware systems due to heat sink intakes or fan(s) getting clogged with dust and debris. The above issue is especially noticed on systems operating in a high dust environment. Solution: Clean the debris/dust clogged on the heat sink by blowing air directly into the fan exhaust port (either by blowing with mouth or using some sort of canned compressed air). The air must be sent directly into the heat sink port located on the side of the machine. This port is always on one of the sides or back of the machine. NOTE: Limit duration of the compressed air (short 2-3 second intervals), so as to avoid excessive spooling (RPM) of the fan. On high performance machines such as XPS and Alienware, there may be more than one heat sink/fan.

If you cannot get compressed air into the exhaust port, place a vacuum hose to the intake port to extract the debris from the bottom of the system. Limit the duration (short 2-3 second intervals) so as to not cause excessive spooling (RPM) of the fan. Issue: Insufficient Thermal Bonding If the system's thermal solution has been disassembled, ensure that all thermal interface material is in place: a. Between the CPU and heat sink Either thermal grease or a thermal pad b. Between the heat sink and the graphic processor units (GPU) - Portables Only Ensure that the "colored" pads are in place. GPU pads are different from CPU pads and are only supplied on replacement heat sinks. They are not separately orderable. They are spongy and resilient, and can be reused. Shown here is a technician cleaning the CPU pad. To the right is a red arrow pointing to a GPU pad. There can be several of these on some systems and they can be green, white or blue.


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Solution: Replacing Thermal Material for Desktops and Servers Under normal circumstances, Dell supplies thermal grease and an alcohol swipe in service kits. 1. Use the alcohol swipe to clean the old material from the processor and heat sink surfaces. You may need to use a plastic scribe to remove hardened material. 2. Use the syringe to apply thermal grease in a swirl pattern as shown here. Applying Thermal Pads to CPU/Heat Sinks 1. The thermal pad is located inside the white envelope. A cleaning pad is usually shipped with the thermal pad; however, you can also use isopropyl alcohol and a lint free cloth. NOTE: The envelope can be easily mistaken for a label and thrown away. Always look carefully for the thermal pad inside the parts package.

2. Using a cleaning pad, clean all debris from the heat sink and processor thermal surfaces. 3. Carefully pull the top film liner at a 45-degree angle until removed.


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4. Repeat for the second liner. One side of the thermal pad is now completely exposed. 5. Place the exposed side onto the processor and apply even pressure across the pad. 6. Remove the remaining two liners and then assemble the heat sink to the processor. NOTE: You MUST remember to remove all liners prior to assembly. Some portables use thermal grease instead (for instance, ruggedized). Always use what is dispatched.

Quick Review Q: Select the reason why a system may shut down intermittently. (Select One) A dirty heat sink. A faulty CPU/GPU/Chassis fan. Missing or inadequate thermal material between heat sink and processor. All of the presented answers.

Show Answer


On-Site Troubleshooting System Slow / Shuts Down


Power Supply BIST Goal Whenever presented with the opportunity to trouble shoot a Power Supply prior to the replacement of a MB/PS combination, refer to the following steps for running Power Supply Built in Self-Test (BIST). If you have a label indicating a "commodity not consumed", please apply it to the unused part upon return. NOTE: Observe all safety precautions as stated in the certification training course material.


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Instructions 1. Verify the system has a BIST by locating the button and LED on the power supply. If the power supply does not have a button and LED, there is no BIST. Use a hand-held PSU tester and its instructions. 2. To run the BIST press and hold down the test button with the system connected to known good outlet. A green LED means the power supply is good and should not be replaced.

Small Form Factor

Desktop

Minitower

3. If the LED does not turn green, ISOLATE the power supply by removing internal connectors, power connectors, or the cable harness.

4. Run the BIST again. A green LED means the Power Supply is good. Continue troubleshooting by reconnecting devices one at a time to identify the failed component (hard drive, optical disk drive, PCI cards, motherboard, etc).

Universal Power Connector (UPC) 5. Some power supplies have a UPC. To troubleshoot a UPC, disconnect it from the power supply by pressing the two clips on each side as below, then run the BIST.


below, then run the BIST.

Ultra Small Form Factor (USSF) Power Supply 6. Some systems have USSF power supplies with no BIST. The USSF PSUs have a simple diagnostic LED (Off, Amber, Green) that is used to troubleshoot. If the LED is off, reseat the connectors on the power supply and the system.

USSF Power Supply

Connector on System

Connector on System

Amber LED = Not Connected

Green LED = Connected

7. If the power supply is connected to the system and the LED is still amber, do not automatically assume the power supply is faulty and replace it. 8. Make sure the connection is fully seated on the system and on the power supply. You should hear a click as the latch engages on the system. 9. If reseating the connection does not fix the issue, try resetting the power supply. To reset a USFF power supply: a. Unplug it from the wall outlet and from the system. b. Allow it to sit for about 2 minutes before reconnecting it to the system. c. This should resolve the problem. If it does not, then the power supply is over temperature, over current, or not getting power at all. Refer to step 3 above to isolate internal components. Quick Review Q:1 How can you tell that a desktop power supply has a BIST (built-in self test). (Select One) The operating system will have it in the control panel. The power supply itself will have a self test button and an LED. BIOS detects it and shows it in the maintenance section.


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BIOS detects it and shows it in the maintenance section. None of the presented answers.

Show Answer Q:2 If the power supply does not show a green LED after pressing the button, what is next step?(Select One) Isolate the power supply by removing internal connectors, power connectors, or the cable harness and then re-test. Replace the power supply. Replace the power supply, I/O control board and system board. Re-test until the power supply passes.

Show Answer Q:3 When troubleshooting an ultra small form factor (USFF) power supply, it is displaying an amber light. (Select One) The power supply may not be connected. Reseat the connectors at the power supply on the system. The power supply may need to be reset by unplugging it from the wall for 2 minutes and then reconnecting. The power supply may over temperature, over current, or not getting sufficient power. All of the presented answers.

Show Answer


On-Site Troubleshooting Power Supply BIST


Hand-held PSU Tester The tabs below provide an overview of Dell Power Tester and PS-228 Power Tester. Dell Power Tester

PS-228 Power Tester

The Dell Power Tester is a tool that assists field service technicians in accurately testing the power capabilities of a desktop system.

NOTE: Not all regions use PSU Tester.

Benefits Here are some of the benefits of using the Power Tester: Prevents unnecessary power supply dispatches Improves first-time diagnosis accuracy Is reliable and easy to use Helps improve customer experience When to Use the Tester Use the Power Tester when you encounter these troubleshooting situations: The system has no video (no POST/no power) The power supply is suspect A peripheral attached to the power supply is suspect https://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/Printer_Friendly.asp

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Features The power tester has several connectors on it that allow a technician to test various components related to power inside a desktop system. A number of LEDs along the sides of the power tester indicate whether power is being distributed correctly or not. Each power tester sent to a field service technician has a techsheet explaining how to interpret the LEDs. Much of the information on this page comes directly from that techsheet.

Power Tester Indicators 1

Device LEDs

3

On / off button


2

Power supply LEDs

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Power Tester Connectors 1

5-pin SATA connectors (P3 and P5)

2

20-pin power supply connector (P1)

3

24-pin power supply connector (P1)

4

4-pin Molex connector

5

4-pin Molex connector (small)

6

6-pin connector

7

8-pin connector

Action: For more information on Dell Power Tester Click here

The PS-228 Power Tester features an LCD to show ATX power voltage. The PS-228 Power Tester is easy to plug with ATX power 20/24 pin and plug in (P4/P6/P8) to show the voltage on the LCD panel. The PS-228 Power Tester is simple, accurate, and easy to use. Other Key features include : Easy to check ATX power supply Aluminum case Accurate voltage indicator +/- 0.1V (+12V1/+5V/+3.3V/5VSB/+12V2/-12V) ATX P.G. value display Lower or higher P.G. values alarm ATX output connectors check Lower voltage detected alarm Over voltage alarm No voltage detected alarm

PS228 Power Tester Pictures

Testing the Power Supply

Normal Voltage range

The PS228 comes in a simple plastic blister package backed with a cardboard piece with all the specifications and features of the tester.


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Testing the Power Supply 1. Disconnect the power supply connector (labeled "P1") from the system board. 2. Insert connector P1 into the 24-pin connector on the tester. NOTE: For 20-pin power supply connectors, insert connector P1 into the top twenty pins of the 24-pin connector (as noted) on the tester. The connectors are keyed to prevent incorrect insertion.

3. Insert the 8-pin CPU connector on the tester. NOTE: For 4-pin CPU connectors, insert it into the top 4 pins of the 8-pin CPU connector (as noted) on the tester. The connectors are keyed to prevent incorrect insertion.

4. Reconnect the AC power cable to the back of the power supply. Press and hold the button labeled "ON/OFF" on the tester. The tester 21/58


4. Reconnect the AC power cable to the back of the power supply. Press and hold the button labeled "ON/OFF" on the tester. The tester emits 2 short audible tones, the power supply fan turns on, and the tester displays all voltages and PG rise time on its LCD window. NOTE: If one or more voltages/PG are not displayed, or the power supply fan emits an unusual noise or does not spin, the power supply is defective. 5. Test the other connectors (one at a time) while leaving in the 20/24 pin and the 4/8-pin connectors. Note the wires on the connector and verify that the corresponding LEDs are lit. NOTE: Only one device can be tested at a time. Also, remember to always leave the P1 and CPU connectors plugged into the tester while testing other devices. If a corresponding LED is not lit, then the power supply is defective.

Normal Voltage range +5V, +3.3V, +5VSB is ±5% +12V1, +12V2, -12V is ±10%

Normal Voltage range

Display Voltage range

Lower (A)

Higher (B)

Min. (C)

Max. (D)

+5V

5.0V

+4.75V

+5.25V

4.0V

6.0V

12V

-12V

-11V

-13V

-10V

-14V

+12V1

12V

11V

+13V

10V

14V

+12V2

12V

11V

+13V

10V

14V

+3.3V

3.3V

+3.14V

+3.47V

2.0V

4.5V

+5VSB

5V

+4.75V

+5.25V

4.0V

6.0V


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+5VSB

5V

+4.75V

+5.25V

PG

4.0V

6.0V

0ms

990ms

Quick Review Q: Select what is true about hand-held power supply testers. (Select One) Prevents unnecessary power supply dispatches. They can be used when a power supply does not have a BIST. They are not available in all regions. All of the presented answers.

Show Answer


On-Site Troubleshooting Hand-held PSU Tester


After Isolating PSU At this point, you have tested the power supply (P.S.) and then subsequently plugged each component back into the power harness, yet you still have a no post and no one component seems to be at fault.

Power Supply is Good. What Now? At this point, you need to try and eliminate the I/O or control panel board.

I/O and Control Panel Boards 1. Remove any power connectors from I/O or Control Panel board and also disconnect these boards from the system board. 2. Remove the coin cell from the system board. 3. Power on: If the system posts, likely it's a bad i/o or control panel board. Replace it next. Quick Review Q: On a desktop system with no post/no power you have verified that the power supply is good and there is no indication that the system board is failing. What other component should be checked? (Select One) Hard Drive. Memory Module. CPU. I/O Control Panel Board.

Show Answer https://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/Printer_Friendly.asp

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On-Site Troubleshooting After Isolating PSU


System Board Errors After ensuring that the power supply, power supply harness, I/O or Control Panel boards are not the issue, we are left with the system board. There are numerous LED and Power Button error code combinations. Below are the ones most commonly displayed when there is a system board failure. NOTE: One quick way to verify a bad system board is to remove the DIMMS. If 4 beeps are not heard during power on, the system board is bad.


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On-Site Troubleshooting System Board Errors


BIOS Message The following images provide an overview of Intel RAID BIOS Messages.

Non RAID Message When the SATA Operation field in System Setup has been set to RAID the system will display a RAID BIOS message after the Dell logo during POST. The message below is what is displayed if no RAID volume is created.

As illustrated above any recognized hard drives will be displayed. Use the Port field to help identify a failed hard drive.

RAID 0 Message A RAID 0 Stripe configuration displays a message as illustrated below just after the Dell logo screen during POST. Use the Port field to help identify a failed hard drive.


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RAID 1 Message A RAID 1 Mirror configuration displays a message as illustrated below just after the Dell logo screen during POST. Use the Port field to help identify a failed hard drive.


On-Site Troubleshooting BIOS Message


NVIDIA RAID Message The following images provide an overview of RAID BIOS error messages in Nvidia RAID configuration. After the Dell™ logo screen, a black screen appears displaying the status of the RAID array if there are any array errors. This screen only appears if RAID is enabled in System Setup. If there are hardware errors or issues with the RAID array, you may see the error messages detailed in this section, depending on your RAID configuration.

Degraded Mirror

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The error message above appears when one of the hard drives in a RAID 1 mirror array can no longer be seen by the system. Press to continue the boot to the operating system. The system continues to operate normally, but no hard drive activity is mirrored to the second drive. If you see this message, troubleshoot the system to locate the failed hard drive. Once corrected, you must rebuild the mirrored array.

Failed Mirror

The error message above appears when both hard drives in a RAID 1 mirrored array are not recognized by the system. The system does not boot to the operating system. Troubleshoot both hard drives. If a mirrored array fails, it cannot be rebuilt. You must delete and create a new mirrored array before installing


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Troubleshoot both hard drives. If a mirrored array fails, it cannot be rebuilt. You must delete and create a new mirrored array before installing the operating system.

Failed Stripe

The error message above appears when one or more hard drives in a RAID 0 striped array fails. Troubleshoot the indicated failed drive and correct the error. The system does not boot to the operating system. If a striped array fails, it cannot be rebuilt. You must delete and create a new striped array before installing the operating system.


On-Site Troubleshooting NVIDIA RAID Message


Intel RAID Message The following images provide an overview of RAID BIOS error messages in Intel RAID configuration.

RAID 0 Failed If a RAID 0 Stripe volume fails, the error message illustrated below is displayed. The message gives the status of the volume and identifies any hard drive the system can see. In the illustration below the only hard drive seen is on Controller 0. Use this knowledge to troubleshoot the hard drive located on Controller 2.


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NOTE: Data cannot be recovered from a RAID 0 failure.

If the hard drive has indeed failed, be sure to identify on which controller the bad hard drive is located.

RAID 1 Degraded If a RAID 1 Mirror volume has a degraded status it displays the error message illustrated below. One of the two hard drives cannot be seen by the system and may have failed. After a short period of time this message disappears and the system boots normally on the remaining drive.

NOTE: In a RAID 1 configuration, the system can continue to operate normally on the remaining drive. However, no redundancy is in place and any further data loss cannot be recovered until the array is rebuilt.

In the illustration above the only hard drive seen is on Controller 0. Use this knowledge to troubleshoot the hard drive located on Controller 2. Once the problem has been corrected, boot into Windows and use the Intel Matrix Storage Manager software to rebuild the mirror. If the hard drive has indeed failed, be sure to identify on which controller the bad hard drive is located.


On-Site Troubleshooting Intel RAID Message


LCD / System Board Goal Improve video troubleshooting on portables by using the LCD Built In Self-Test (BIST) to determine if the LCD is a legitimate root cause of failure before replacing all parts. NOTE: Whenever you have received a multi-part dispatch for LCD issues, please refer to the following steps prior to replacing all parts (MB/LCD/Inverter/LCD Cable). If you have a label indicating a "commodity or part not consumed," please apply it to the unused part upon return.


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Applicable Products Most Latitudes, PWS, XPS, Studio, Inspiron, Alienware and Vostro products have an LCD BIST. If there is doubt, boot to PSA diagnostics (directions below). LCD BIST is on the system if the system runs a color bar test and asks "WERE COLOR BARS DISPLAYED?"(y/n). What is in it for me? Using an external monitor is NOT adequate troubleshooting. Running the LCD BIST will best determine if the LCD is functional. There are two ways to run the LCD BIST: 1. Through PSA Diagnostics. 2. Standalone LCD BIST.

Through PSA (begin with system powered off) 1. Hold down FN key while pressing the Power Button. Release the keys when the DELL splash screen appears. Another way: tap the F12 key during boot and arrow down to Diagnostics. 2. After about 45 seconds, the screen displays "WERE COLOR BARS DISPLAYED?" (y/n) Intentionally fail it to initialize the LCD BIST (choose N). 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: "Error detected, continue testing? Yes or No or Retry" This does not by itself mean the LCD failed, remember the BIST was deliberately activated by pressing N (in step a). NOTE: You will always get the error codes 3-3-3 or 3-3-4 for deliberately having failed the BIST. When you get these codes, do not replace any hardware.

If the color patterns do not appear, the beeps are very low or inaudible, or the video issue is clearly seen during the BIST (i.e., lines on screen), the LCD BIST fails and you can replace the LCD. If the beeps and flashing color patterns appear without any distortion, the LCD should be fine. Do not replace the LCD. Provided that software, settings, and other factors are ruled out, the root cause then could be the video card or motherboard. 3. Prior to LCD replacement, always check LCD cables for good connection. If in doubt, re-seat and re-check. 4. If you were shipped an inverter or converter board, they should be tried prior to LCD replacement. As with all multi-part dispatches, try and eliminate the least expensive commodities first. 5. 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 "just in case." NOTE: For the Latitude E-series, if the LCD BIST passes, but the PSA specifically fails only during the inverter test, you can replace just the inverter.

Standalone LCD BIST (begin with system powered off) 1. Hold down the "D" key and press the power button. 2. The system will immediately launch the LCD BIST. NOTE: If LCD BIST does not launch, the system does not support this entry to LCD BIST. See Through PSA above.

Action: To watch LCD BIST Video Click here

Quick Review Q:1 You attempted to start the LCD BIST (built-in self test) on a portable system by pressing the "D" key and then the power button, but it didn't work. What is the other way to start the LCD BIST? (Select One) There is no other way. Interrupt the boot sequence with F2 and go the video section. Interrupt the boot sequence with the F12 key and select Diagnostics.


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Dell - On-Site Troubleshooting - Printer-Friendly Format

Interrupt the boot sequence with the F12 key and select Diagnostics. Boot to an external USB key that has the LCD BIST.

Show Answer Q:2 Using an external monitor on a portable system is the best way to troubleshoot to see if an LCD panel has failed. (Select One) TRUE FALSE

Show Answer Q:3 The LCD has passed the BIST, but there is still a video problem. What other components should be checked and in what order? (Select One) System board, Inverter board, LCD cable. LCD cable, inverter board, system board. Power button, inverter board, system board. Coin cell battery, System Board, LCD inverter.

Show Answer


On-Site Troubleshooting LCD / System Board


ePSA Overview Dell has introduced a new version of the Preboot System Assessment Plus (PSA+) Diagnostics called the Enhanced PSA Diagnostics. While the PSA+ Diagnostics concept is not new, the functionality of the ePSA version is. NOTE: ePSA began shipping on new products, generally from March 2011, and is embedded in BIOS. For older products, a version of ePSA can be used from a bootable USB key. Please refer ePSA on a USB Key for instruction and download files for the USB key version.

When launched, ePSA will automatically do a quick test of all system components in 5-7 minutes. The following tabs provide an overview of the New features, steps to run the test and Modes in ePSA Diagnostics. New features

Launching ePSA

Testing Devices using ePSA

ePSA Diagnostics demonstration - Video

Dell ePSA (Enhanced Pre–boot System Assessment) introduces the following new features over the existing PSA+. Graphical User Interface. Automatic Default Operation- runs test on all devices, allowing a user to interrupt and select any device. Checks the Master Boot Record for readiness to boot into a full OS environment. Notebook panel test (notebooks only) Video memory test Battery test (notebooks only) Charger test (notebooks only) Fan test Event log scan Multiprocessor cache test Configuration - displaying cable connectivity and Bluetooth, WLAN, WWAN devices installation status. System Health - displaying fan, battery, thermal, connectivity indicators https://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/Printer_Friendly.asp

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For systems containing the diagnostics embedded in the ROM or on an internal storage, access them via boot menus. Power the system ON and then press the F12 key (F10 on servers) during the boot process to get to the BIOS Boot Menu. It may be necessary to repeatedly press the key during the boot process to get the BIOS to recognize the key at the correct time. Use the keyboard up and down arrow keys to select Diagnostics on the menu and press the Enter key. ePSA begins by checking an area in system memory to ensure it is suitable for loading and execution. ePSA then loads itself into the verified memory area. Once loaded, ePSA begins high level diagnostic algorithms on all system memory to ensure integrity. ePSA next creates a graphical menu listing all discovered devices in the system. NOTE: Once user exits the diagnostics, a system restart may be required.

If you would like to use the diagnostics from external media, you will first need to create bootable USB key

media (typically a USB key).

ePSA can be launched by any of the following methods Tap F12 during startup Scroll down and select Diagnostics or, Scroll to and select USB Storage Device (make sure the key is inserted first) A Notebook Diagnostic menu is shown below -


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The following list shows the tests that ePSA is capable of running. However, some tests are applicable to portables and some to desktops. Desktops and Notebooks ePSA screens have three (3) windows:

1. Device Tree Window On the left side of each is a pale blue window called the Device Tree. This window displays all devices in the system and can be used to select system devices.

2. Control Window The Control window is near the bottom-right of the screen. The Control window has a small check box labelled Thorough Test Mode. Checking this box maximizes the intensity and length of the diagnostics. To the left is the Completion Bar which fills from 0% to 100% as tests run to completion. The Run Tests button is clicked to start selected diagnostics. The Exit button will exit ePSA and allow a reboot of the system. At the lower-right is a box with the ePSA Build version number.

3. Status Window The Status area is the large pale green window with selectable tabs. The tabs present depend on the system. Clicking these tabs will display the data associated with the tab. Clicking on the tabs in the Status window will show the following: Configuration Tab - This window displays detailed configuration and status information about all devices that ePSA has discovered about the system.

Results Tab - The Results window displays all tests that have been executed, their activity and results for each test.


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System Health Tab - The System Health tab is usually the default tab that is active when the diagnostics are started and provides an up-tomoment overview of how the system is performing. Typically, this display will contain information about the battery (or power supply), fans, and thermal data. ePSA displays the Current reading along with the Highest and Lowest readings observed for the sensor.

Event Log Tab - This tab appears when the system contains at least one of the event logs that the diagnostics can detect. The Status column contains a green check mark for informational items or a warning icon if the item needs additional attention. The Source column indicates which log the item was taken from. EPSA can read: BIOS - System log available on many notebooks and desktops DIAG - Diagnostic log supported on many systems. Many diagnostic products can write to this log. IPMI - Intelligent Platform Management Interface typically found on server systems. DMI - BIOS log exposed via SMBIOS. BSM - System BIOS log supported on some server systems. SPD - Serial Presence Detect found on memory dimms. The log depends on the BIOS. The TimeStamp column helps to determine the order that the items were created in the log. Note that items are collected from multiple sources, so they may not be in order. Some event logs also have special values such as "boot time" that do not translate to a specific date and time.


Help Screen Tab - Pressing the ESC (Escape) key enters the Interactive Mode. When in the Interactive Mode, pressing the F1 function key will present the help window shown below. This window contains a synopsis of each window and menu. It also shows keyboard keys for navigating in ePSA.

Flash images below show a series of ePSA Diagnostics progress demonstration. Test results will vary for different system configuration.


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Quick Review Q:1 ePSA, PSA and PSA+ are diagnostic programs that reside where? (Select all that apply) On support.dell.com. CD in a system board kit. BIOS. On the hard drive. On a USB key.

Show Answer Q:2 ePSA will automatically do a quick test of all system components in 5-7 minutes. (Select One) TRUE FALSE

Show Answer


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On-Site Troubleshooting ePSA Overview


ePSA on a USB Key ePSA on a USB key is used for older systems that do not have ePSA in BIOS. To know if a system has ePSA in BIOS, interrupt the boot sequence with the F12 key and select "Diagnostics." If the system does not have the ePSA graphical user interface it has PSA. In this case you should use ePSA on a key. NOTE: You will need to have local administrative rights in order to create the key. Creating an ePSA key destroys any data already on the key. ePSA on a key is not supported for release to customers at this time, it is only for Dell representatives. Some customers may not allow a USB key on premises. In those cases, you must use diagnostics available on the system or a resource DVD.

Virus and Malware Protection It is the technician's responsibility to protect themselves and the customer from viruses and malware when using USB keys. The key should be scanned between uses. If there is any doubt about the integrity of the key, use the Key Creation process below to reformat the key.

Troubleshooting If you run the key creation process and the key does not work: You cannot call tech support, you must run through the Create Key process again. If you suspect a bad key, use normal OS tools to format and write to the drive. If it works properly, run through the Create Key process again. The following tabs provide more information on ePSA Diagnostics. Key Creation

Running ePSA

Additional Information

Supported Legacy Systems

The program used to create a bootable key has been replaced and the process has changed. It no longer includes making bootable CDs/DVDs. 1. Download and unzip the zip file to your c: drive. We recommend that you unzip to a root directory to speed up directory navigation in the next steps. For more information refer the troubleshooting course link .

2. Save file to computer and double click.

3. Change to c:\svcfd directory and click Unzip.


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Go to the folder where you extracted the files (C:\svcfd by default) and run svcfd.exe (You must have administrative rights to successfully run the application). Insert a USB flash drive and within a few seconds it will appear in the drop down box on the application dialog box. Select the proper drive from the drop down being very careful if more than one flash drive is connected. WARNING: ALL DATA ON THE SELECTED FLASH DRIVE WILL BE ERASED!

4. Click the OK button to create a bootable flash drive containing the service diagnostics. A command window will open. Verify the correct drive then hit enter to format and copy files to the drive. Press enter again when done after verifying there were no errors.


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5. Key creation is Complete.

Listed below are the steps to run ePSA Diagnostics. 1. Run the diagnostics by placing the USB key into a system and power on. 2. Interrupt the boot sequence with F12 and select the USB key. 3. The diagnostics will automatically run for 5-7 minutes. NOTE: 1-2 minutes into the test, there is only one action for you to take during the test and that is to verify Y/N to the color bars. If you click Y, the remaining tests complete without intervention. Click on the link to refer to the ePSA User Guide For training on using ePSA, refer to DTT

ePSA Overview Dell has introduced a new version of the Pre-boot System Assessment (PSA) Diagnostics called the Enhanced PSA Diagnostics (ePSA). ePSA is included with products that began selling in March 2011, embedded in BIOS. No key is needed for those systems. However, an external version of ePSA has been tested on 140 older products. Although these products may already contain PSA/PSA+, ePSA should be used whenever possible because it contains the latest and additional tests available from Dell.

Quick Information ePSA auto-starts immediately, note the progress bar at the bottom. They can be stopped at any time using the ESC key. The autostart tests complete in 5-7 minutes. CPU0 CPU1, etc., are cores not number of processors. OBIST refers to optical drive built-in self-test. HDD DST (hard drive self-test) runs in background during the memory tests and will display pass/fail at the end of the memory tests. NOTE: 40/58


ePSA does not support SCSI and SAS controllers and any attached HDD's at this time.

Fan Speeds and Thermal Readings: These readings are different from model to model and we do not provide good/bad readings. For field service, if the fans speeds show good variance, they are likely working properly. If you see varying CPU temperatures and they level off, again, likely good. The configuration tab is very useful for seeing what is installed. You can select any commodity on the left and then run Extended Tests.

Feedback We are interested in improvements to ePSA functionality and encourage feedback via the DTT tool within the DCSE OnSite Troubleshooting Course container.

Please click on the link to review the Legacy systems USB key will support Supported Platforms


On-Site Troubleshooting ePSA on a USB Key

.


Error Messages It bears repeating that errors require a response. Responding Yes means to continue testing with the next device. The No response means to stop testing and enter the Interactive mode. Selecting Retry means to ignore the error and repeat the last test. Errors cause an interactive popup window to appear such as shown below:

Advice Tables Advice Tables are designed to assist in getting customers back on track quickly. They are divided into sub-system categories. The tables combine displayed error numbers and messages with a recommended remedial course of action. The tables are divided into four (4) columns: Beep-Code/Error Number is a designation that fully identifies the program and message. Using the first error number under Battery below as an example, the 2000 is an identifier for ePSA and 0131 is the beep-code/error-number portion. The leading 0 in 0131 means that the message is eligible to become a beep message. Whether ePSA will audibly issue a beep-code for an error depends on whether the underlying problem is determined to be a hardware error. However, if the beep-code/error-number begins with 8, the message will


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the underlying problem is determined to be a hardware error. However, if the beep-code/error-number begins with 8, the message will never be used with an audible beep code. Error Message presents the body or text of the message. These messages may contain variable numbers and strings that are indicated by (d), (x) or (s) indicating a decimal or hexadecimal number or a string of characters. Action to be Taken outlines a specific course of action that should remedy the problem. Conclusion offers information as to what part is involved, tips or advice. Retry the diagnostics after a part replacement to evaluate it. After replacing a part, Dell recommends running pre-boot diagnostics to verify that the part is installed correctly and functioning within tolerance.

System Tests Table below shows Error number description together with recommended action as well as the conclusion of the error number. NOTE: Whether ePSA will audibly issue a beep-code for an error depends on whether the underlying problem is determined to be a hardware error. However, if the beep-code/error-number begins with 8, the message will never be used with an audible beep code.

NOTE: Suggested TSS (Technical Support Specialist)'s action and DSP (Dell service provider)'s action are included in the table.

System Board Error Number

Error Message

Action to be Taken

Conclusion*

ePSA 2000-0111

ePSA: CPU (d) - (s) exception occurred

Flash latest BIOS and retry.

System Board

ePSA 2000-0112

ePSA: CPU (d) - machine check exception detected

Flash latest BIOS and retry.

System Board

ePSA 2000-0212

ePSA: System board - CMOS, Location = (x), Expected = (x), Found = (x)

Flash the latest BIOS and retry the diagnostics.

System Board

ePSA 2000-0213

ePSA: System board - CMOS battery failure detected

Flash the latest BIOS and retry the diagnostics.Reseat CMOS battery

CMOS battery System Board

ePSA 2000-0221

ePSA: Timer - Interval timer not functional


System Board

ePSA 2000-0232

Reserved

ePSA 2000-0233

ePSA: System board - RTC 'seconds' count is not updating


System Board

ePSA 2000-0234

ePSA: System board - HPET (d), incorrect time period. Expected = (d), Found = (d)


System Board

ePSA 2000-0235

Reserved

ePSA 2000-0241

ePSA: BIOS - A20 gate not enabled

Flash latest BIOS and re-try the diagnostics.

System Board

ePSA 2000-0242

ePSA: System board - Interrupt controller, IRQ = (d): (s) not detected

Flash latest BIOS and re-try the diagnostics.

System Board

*Retry the diagnostic after a part replacement to evaluate it. https://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/Printer_Friendly.asp

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Touchpad (Portables) Touchpad Error Number

Error Message

Action to be Taken

Conclusion*

ePSA 2000-0313

ePSA: Touchpad - pointing stick/touchpad not detected

TSS: Power down system. Flash latest BIOS

Connections/cablesTouchpad System Board

DSP: Power down system, reconnect touchpad and retry the diagnostics. If problem persists flash latest BIOS.

*Retry the diagnostic after a part replacement to evaluate it.

Cables (All systems) Cables Error Number

Error Message

Action to be Taken

ePSA 2000-0411

Reserved

ePSA 2000-0412

Reserved

ePSA 2000-0413

Reserved

ePSA 2000-0414

Reserved

ePSA 2000-0415

ePSA: Cables - Check the following cables (s)

Re-flash latest BIOS Check the cable(s) specified in the error message. Retry the diagnostics. If no error occurs then it´s a cable or connector issue.

Conclusion*

BIOS Secure cables at headers. Replace any damaged cables or devices. The cables test will pass if all required cables are properly installed but fails if any required cable is not in the expected state The user should view the configuration information and determine if any optional items that were purchased are showing as Not Installed, and should be Installed. Then check the hardware to be sure the device is properly attached in the system. System Board

ePSA 2000-8415

ePSA: Cables - BIOS reports no testable cables

The system may not have any testable cables. Check latest BIOS

N/A


Boot Path (All non-eEFI systems) Boot Path does not check hardware, but a test of the suitability of MBR/GPT structures to transition into the operating system. If these structures have been damaged or tampered with, this test provides an indication of the best course of action.

Boot Path

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Boot Path Error Number

Error Message

Action to be Taken

Conclusion*

ePSA 2000-8165

ePSA: OS - MBR code is unknown, possibly infected by a virus

Run anti-virus software on the system. Update or re-install OS

Reinstall or update OS

ePSA 2000-8166

ePSA: OS - Detected virus (s)

Run anti-virus software on the system.

Reinstall or update OS


Hard Drive (All systems) Hard Drives Error Number

Error Message

Action to be Taken

Conclusion*

ePSA 2000-0141

ePSA: Hard Drive - no drive detected

This device is not required on notebooks so this message may be understood as a warning message.

Hard Drive System Board

If a HDD should be present: Power down system; reconnect hard drive to the System Board. Rerun the diagnostic. If no error occurs then it's a cable or connector issue. Reflash latest BIOS. Reflash latest BIOS. ePSA 2000-0142

ePSA: Hard Drive (d) - S/N (s), self test unsuccessful. Status = (x)

ePSA 2000-0143

Reserved

ePSA 2000-0144

Reserved

Power down system; reconnect hard drive from system board. Rerun the diagnostic. If no error occurs then it’s a cable or connector issue. Reflash latest BIOS.


ePSA 2000-0145

ePSA: Hard Drive (d) - S/N (s) - self test did not complete

Power down system; reconnect hard drive from System Board. Rerun the diagnostic. If no error occurs then it’s a cable or connector issue. Reflash latest BIOS.


ePSA 2000-0146

ePSA: Hard Drive (n) - S/N (s) - self test log contains previous errors

Power down system; reconnect

Hard Drive

hard drive to system board. Rerun the diagnostic. If no error occurs then it’s a cable or connector issue Reflash latest BIOS.

System Board

ePSA 2000-0148

Reserved

ePSA 2000-0149

Reserved


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ePSA 2000-0149

Reserved

ePSA 2000-0150

ePSA: Hard Drive - No drive detected.

User Error Warning message but cabling or connectivity may be an issue. Reflash latest BIOS.


ePSA 2000-0151

ePSA: Hard Drive (d): S/N (s) - incorrect status: (x) - (s)

User Error Re-run the test Check cables and connections Reflash latest BIOS.



Optical Drive (All systems) Optical Drive Error Number

Error Message

Action to be Taken

Conclusion*

ePSA 2000-0147

ePSA: Optical Drive (d) - self test -- (s)

User Error Reconnect optical drive into system board. Rerun the diagnostic. If no error occurs then it's a cable or connector issue. Re-flash latest BIOS.

Optical Drive System Board

ePSA 2000-0152

ePSA: Optical Drive (d): - incorrect status: (x) (s)

User Error Re-run the test Re-flash latest BIOS Re-seat OD to system board.

Optical Drive System Board


Video Card (All systems) Video Card Error Number

Error Message

Action to be Taken

Conclusion*

ePSA 2000-0331

ePSA: Video controller - no video controller detected

TSS: Power down system, check latest BIOS. Retry the diagnostics.

Cables Video Card System Board

DSP: Power down system, disconnect and reconnect LCD cable. Retry the diagnostics. If no error occurs then it’s a cable or connector issue. If problem persists, check latest BIOS ePSA 2000-0332

ePSA: Video memory -Video memory integrity test discrepancy

Flash latest BIOS latest BIOS. Retry the diagnostics.

Cables Video Card System Board

ePSA 2000-0333

ePSA: Video - User provided no input for graphics test

Possibly User error. If not flash latest BIOS and retry diagnostic

LCD BIST available &Graphics visible


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Video Controller System Board LCD BIST available & Graphics not visible LCD cable or panel Video Controller System Board LCD BIST not available & Graphics visible Keyboard or keyboard cable System Board Graphics not visible LCD or LCD cable System Board

ePSA 2000-0334

ePSA: Video - user reported the patterns were not displayed

Possibly User error. If not flash latest BIOS and retry diagnostic

LCD BIST available & Graphics visible Video Controller System Board LCD BIST Graphics not visible LCD cable or panel Video Controller BIOS System Board LCD BIST is not available Graphics visible Keyboard or keyboard cable System Board Graphics are not visible LCD or LCD cable System Board


Notebook Panel (Portables) Notebook Panel Error Number

Error Message

Action to be Taken

Conclusion*

ePSA 2000-0321

ePSA: LCD EDID - unable to access EDID EEPROM

Flash latest BIOS and retry diagnostic

LCD cable LCD panel System Board

ePSA 2000-0322

ePSA: LCD panel - unable to modify brightness


LCD cable LCD panel (inverter/controller) System Board

ePSA 2000-0323 https://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/Printer_Friendly.asp

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ePSA 2000-0324

ePSA: LCD panel - user reported LCD BIST colors were not displayed

Possibly User Error. If not flash latest BIOS and retry diagnostic


ePSA 2000-0325

ePSA: LCD panel - user provided no input for LCD BIST

Possibly User Error. If not flash latest BIOS and retry diagnostic


ePSA 2000-0326

ePSA: LCD panel - unable to turn lamp on or off



ePSA 2000-0327

ePSA: LCD panel - unable to use BIOS interface



ePSA 2000-0328

ePSA: LCD panel - unable to detect variance in ambient light sensor


LCDcable LCD panel (inverter/controller) System Board


Battery (Portables) Battery Error Number

Error Message

Action to be Taken

Conclusion*

ePSA 2000-0131

ePSA: Battery - The battery is not installed

Install the battery; Check for debris or damaged contacts.

Battery

ePSA 2000-0132

ePSA: Battery -The battery is reaching the end of its usable life

Consider replacing battery.

Battery AC Adapter Charging Circuit Board System Board

ePSA 2000-0133

ePSA: Battery - The battery cannot provide sufficient power

Check contacts, power plug and cables; may need to replace battery.

Battery AC Adapter Charging Circuit Board System Board


Charger (Portables) Battery Charger Error Number

Error Message

Action to be Taken

Conclusion*

ePSA 2000-0134

ePSA: Charger - Charge cycles exceeded maximum limit

Check for User Error Re-seat the battery and re-run the test. Check for latest BIOS.

Battery Charger


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Check for latest BIOS.

ePSA 2000-8135

ePSA: Charger - unable to detect charger

Check for User Error Re-seat the battery and re-run the test. Check that charger is connected to the computer or replacing it. Check for latest BIOS.

Battery Charger

ePSA 2000-8136

ePSA: Charger - Unexpectedly detected charger

User Error The charger has not been removed as directed remove the charger. Check for latest BIOS.

N/A

ePSA 2000-8137

ePSA: Charger - The charger is not supplying power

User Error Re-seat battery. Check for latest BIOS.

Battery Charger

ePSA 2000-0137

ePSA: Charger - Unexpected charge condition detected

User Error Re-seat battery. Check for latest BIOS.

Battery Charger


Fans (All systems) Fans Error Number

Error Message

Action to be Taken

Conclusion*

ePSA 2000-0511

ePSA: Fan - The (s) fan failed to respond correctly

Check for latest BIOS. Re-run the test. If the problem persists, it may be a faulty fan.

Fan(s) System Board

ePSA 2000-0512

ePSA: Fan - The (s) fan is running faster than expected

Check for latest BIOS.

Fan(s) Systems Board

Re-run the test. If the problem persists, it may be a faulty fan.


Memory (All Systems) Memory Test/Memory (Desktop and Notebook) Error Number

Error Message

Action to be Taken

Conclusion*

ePSA 2000-0123

ePSA: Memory- integrity test discrepancy. (s)

Power down system, re-seat memory DIMMS. Retry ePSA, if no error occurs then it was a DIMM connection issue. Check for latest BIOS.

Memory DIMMS System Board Processor


Event Log (All systems) Event Log https://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/Printer_Friendly.asp

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Event Log Error Number

Error Message

Action to be Taken

Conclusion*

ePSA 2000-0251

ePSA: Event log - The log contains failing records

Event Log provides various BIOS and Diagnostic events.

Event Log provides various BIOS and Diagnostic events.

*Retry the diagnostic after a part replacement to evaluate it. Printed 10/7/2012 12:16:14 AM Expires 10/8/2012 12:16:14 AM

On-Site Troubleshooting Error Messages


PSA, PSA+ Depending on the system, PSA versions have a GUI look and feel very similar to the Dell™ 32-bit Diagnostics while others still have the same text-based interface as the original PSA Diagnostics. Launching the PSA+ Diagnostics Launching the PSA+ Diagnostics does not change from the original version. There are two ways to launch this utility: Hold down the key while pressing the power button to turn on the system. Press at the welcome screen for the boot menu, and then select Diagnostics from the list. PSA vs PSA+ Aside from the obvious differences of the look and feel discussed earlier, there are some other differences between the PSA+ Diagnostics and the original PSA Diagnostics: Version Numbering - PSA+ Diagnostics has version numbers starting with 4, as in: 4xxx. The standard PSA Diagnostics has version numbers starting with 3, as in: 3xxx. Error Numbering - PSA+ Diagnostics has error codes starting with a 2, as in: 2000-xxxx. The original version has error messages starting with 1, as in: 1000-xxxx. Initial Touchpad Check - PSA+ Diagnostics incorporates a touchpad check when launched, whereas the standard PSA Diagnostics version does not. MpMemory Algorithms - One of the most important feature enhancements for the PSA+ Diagnostics is the inclusion of MpMemory algorithms for enhanced testing of the system memory. These algorithms are not present in the standard version. Machine Check Exception Always On - PSA+ always has the Machine Check Exception feature on, which aids in troubleshooting processor problems. Again, this feature does not exist in the standard version. System Board Tests Consolidated - The original PSA Diagnostics has the different system board tests listed separately. These are now all combined under one heading in the PSA+ Diagnostics.

PSA Diagnostics


PSA+ Diagnostics

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Quick Review Q: What are the two ways to start PSA diagnostics? (Select One) Press F2 to interrupt the boot sequence. Press F12 to interrupt the boot sequence OR Press the Fn and then the power button. Boot to an external USB key that has PSA. Press the Fn and then the power button.

Show Answer


On-Site Troubleshooting PSA, PSA+


PAID PAID (Platform Advanced Integrated Diagnostics) is a method and set of tools used to improve the diagnostics capabilities of Dell™ platforms. The goal is to provide improved tests and features that better detect and isolate problems for customers and technicians. PAID features interconnect loopbacks, low-level control of LCD BIST, and a few other tools, which are outlined below. Access the PAID features through the system BIOS and PSA and 32-bit Dell Diagnostics. PAID is not a replacement for existing diagnostic tools. The POST, PSA, PSA+, and Dell 32-bit Diagnostic interfaces are used and display the results of what PAID tests in the form of beep codes, LED codes, and error messages.

PAID is not available on all systems, and all PAID features are not available on all systems. For systems that include PAID, only the features relevant to the platform are included. The following table outlines this in better detail. PAID Features https://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/Printer_Friendly.asp

Dell - On-Site Troubleshooting - Printer-Friendly Format

Power button board detect — Loopback on power button board to indicate the device is properly connected.

Keyboard detect — Loopback on keyboard to indicate the device is properly connected.

Media button board detect — Loopback on media button board to indicate the device is properly connected.

Touch pad board detect — Loopback on touch pad board to indicate the device is properly connected.

LCD cable detect — Loopback on LCD LVDS connector at the system board to indicate the cable is properly connected.

Inverter cable detect — Loopback on LCD inverter cable to indicate the cable is properly connected.

LCD BIST enable control — Enabling of the LCD BIST controlled by the Auxiliary LCD cable detect — Loopback on auxiliary connector to LCD system's embedded controller. The LCD BIST can be enabled in very to indicate the cable is properly connected. low power states, for example, without the GPU or CPU functional. Mini-Card detect — Two card detects from each Mini-Card to indicate if the card supports a USB and/or PCIe™ interface.

Speaker detect — Loopback on speaker connector to indicate the device is properly connected.

RTC (coin-cell) battery detect — Loopback on wired RTC battery connector to indicate the device is properly connected.

SATA/PATA cable detect — Loopback on SATA/PATA cable to indicate the SATA/PATA cable is properly connected.

ExpressCard cable detect — Loopback on ExpressCard™ cable to indicate the ExpressCard cable is properly connected.

Gaming LCD detect — Loopback on gaming LCD to indicate the device is properly connected.

Fan detect — Loopback on fan to indicate the device is properly connected.

Left I/O board detect (audio connectors/two USB connectors) — Loopback on left side I/O board to indicate the device is properly connected.

Graphics card detect (software method) — Graphics card detect via Keyboard backlight cable/assembly detect — Loopback on keyboard software read of temperature sensor located on discrete graphics backlight cable to indicate the device is properly connected. card. CPU detect — CPU presence detection via software read of CPU's internal temperature sensor diode.

Power Regulator output detection — Power regulator status check for all regulators by reading Power_Good indicator for last regulator in the power-up sequence.

AC adapter detect — AC adapter presence detection by monitoring the AC adapter status indicator (AC_AVAIL) in conjunction with Memory module detection — Software interface to local memory sampling the PS_ID pin of the AC adapter. Helps to identify that the AC module SPD to indicate the memory module is present. adapter is installed but there is no power at the AC adapter input connector. Right I/O board detection — Loopback on right side I/O board to indicate the device is properly connected.

Audio board cable detect — Loopback on audio board cable to indicate the device is properly connected.

Wireless switch detection — Loopback on wireless switch board to indicate the device is properly connected.

Pointing stick detection — Loopback on pointing stick cable to indicate the device is properly connected.

Pen cable detection — Loopback on pen cable to indicate the device is properly connected.

Microphone board detection — Loopback on microphone board to indicate the device is properly connected.

Biometric detection — Loopback on biometric sensor to indicate the

Tablet mode sensor detection — Loopback on tablet mode sensor

device is properly connected.

cable to indicate the device is properly connected.

Initiating PSA Diagnostics With PAID There are three methods for initiating PSA diagnostics with PAID mode testing: Press and the power button to initiate testing with the PAID features the same as PSA initiation. Remove the battery, hold the power button, and then insert the AC adapter. Use this sequence when the keyboard is not present or not working. If the power button board is not detected when you insert the AC adapter and remove the battery, then testing of the PAID features is initiated in a diagnostics boot. Remove the battery then insert the AC adapter. Use this sequence when the power button board is not detected and therefore not allowing the customer to enter PAID mode testing as expected. The PAID recognizes the power button failure and launches automatically. No other PAID features are tested, but the system does perform a POST and goes straight to the PSA so the power button board detection problem can be highlighted. If the customer removes the battery and inserts the AC adapter without pressing the power button and the power button presence is detected as TRUE, then the system does not turn on and the PAID does not initiate. If no critical problems that prevent POST from completing are found after PAID mode is initiated, then control is automatically sent to the PSA.

PAID LCD BIST The PAID LCD BIST is a way to enable the LCD BIST without having to boot the system to PSA or Dell Diagnostics. The system's embedded controller and power supply are the only items that must be functional to enable the LCD BIST.


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controller and power supply are the only items that must be functional to enable the LCD BIST. The improved access to the LCD BIST helps isolate no-POST/no-video problems by allowing the user to enable BIST mode for the LCD panel even when other components of the system are nonfunctional.

Initiating the LCD BIST Initiate the LCD BIST by holding down the key while pressing the power button. This keystroke causes the system to turn on and immediately begin running the BIST. The LCD BIST remains active for 20 seconds (the same length of time the PSA displays the LCD BIST), even if there are power-up failures. Quick Review Q: On a portable, how can you start PSA if the keyboard is not working? (Select One) Remove the battery, hold the power button and then insert the AC adapter. Remove the battery and then insert the AC adapter. Hold the "D" key while pressing the power key. Remove the keyboard and boot the system.

Show Answer


On-Site Troubleshooting PAID


Dell 32 Bit Diags The Dell™ Diagnostics utility is a hardware diagnostic program placed in the utility partition on the hard drive of some systems, not all. The diagnostic utility is also available on the Dell ResourceCD. Express Test — Performs a quick test of devices. This test typically takes 10 to 20 minutes and requires no interaction on your part. Run Express Test first to increase the possibility of tracing the problem quickly. Extended Test — Performs a thorough check of devices. This test typically takes an hour or more and requires you to answer questions periodically. Custom Test — Tests a specific device. You can customize the tests you want to run. Symptom Tree — Lists the most common symptoms encountered and allows you to select a test based on the symptom of the problem you are having.


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Starting Dell Diagnostics Starting the Dell Diagnostics From Your Hard Drive The Dell Diagnostics is located on a hidden diagnostic utility partition on your hard drive. 1. Ensure that the computer is connected to an electrical outlet that is known to be working properly. 2. Turn on (or restart) your computer. 3. When the DELL™ logo appears, press immediately. Select Diagnostics from the boot menu and press . NOTE: If you wait too long and the operating system logo appears, continue to wait until you see the Microsoft Windows desktop; then, shut down your computer and try again.

NOTE: If you see a message stating that no diagnostics utility partition has been found, run the Dell Diagnostics from the Drivers and Utilities media.

4. Press any key to start the Dell Diagnostics from the diagnostics utility partition on your hard drive.

Starting the Dell Diagnostics From the Drivers and Utilities Media 1. Insert the Drivers and Utilities media. 2. Shut down and restart the computer. 3. When the DELL logo appears, press immediately. NOTE: If you wait too long and the operating system logo appears, continue to wait until you see the Microsoft Windows desktop; then, shut down your computer and try again.

NOTE: The next steps change the boot sequence for one time only. On the next startup, the computer boots according to the devices specified in the system setup program.

4. When the boot device list appears, highlight CD/DVD/CD-RW and press . 5. Select the Boot from CD-ROM option from the menu that appears and press . 6. Type 1 to start the CD menu and press to proceed. 7. Select Run the 32 Bit Dell Diagnostics from the numbered list. If multiple versions are listed, select the version appropriate for your computer. 8. When the Dell Diagnostics Main Menu appears, select the test you want to run.

Using Dell Diagnostics 1. After the Dell Diagnostics loads and the main menu screen appears, click the button for the option you want. 2. If the diagnostics encounters a problem during a test, a message appears with an error code and a description of the problem. Write down the error code and problem description and follow the instructions on the screen. If you cannot resolve the error condition, contact Dell. NOTE: The Service Tag for the computer is located at the top of each test screen. If you contact Dell, technical support will ask for the Service Tag.

3. If you run a test from the Custom Test or Symptom Tree option, click the applicable tab described in the following table for more https://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/Printer_Friendly.asp

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3. If you run a test from the Custom Test or Symptom Tree option, click the applicable tab described in the following table for more information.

Tab

Function

Results

Displays the results of the test and any error conditions encountered.

Errors

Displays error conditions encountered, error codes, and the problem description.

Help

Describes the test and may indicate requirements for running the test.

Displays the hardware configuration for the selected device. Dell Diagnostics obtains configuration information for all Configuration devices from System Setup, memory, and various internal tests, and it displays the information in the device list in the left pane of the screen. The device list may not display the names of all the components installed on the computer or all devices attached to the computer. Parameters

Allows you to customize the test by changing the test settings.

4. Close the test screen to return to the main menu screen. To exit Dell Diagnostics and restart the computer, close the main menu screen.

Action: For Dell™ 32 Bit Diagnostics Job Aid Click here


On-Site Troubleshooting Dell 32 Bit Diags


PC Checkup by PC Doctor PC Checkup which is integrated into Dell™ Support Center 3.1 includes extensive diagnostic tools. The user interface is exactly the same as what is available on Dell™ Support Center 3.0. NOTE: Only those devices that are detected by the system can be tested by PC Checkup. Any device that is disabled either in the BIOS or Device manager will not be visible to PC Checkup and hence cannot be tested using PC Checkup.

Handling PC Checkup Errors NOTE: PC Checkup Error codes of both Dell™ Support Center 3.1 and AlienAutopsy must begin with w or W and follow the format WXXXX-XXX

Dell™ Support Center 3.1 introduces the concept of error codes that are unique to each diagnostic test failure. When a diagnostic test fails, the test results page and test log will contain an error code that is unique to the service tag of the system. This is done by using a fixed error code to represent the diagnostic test and a dynamic portion generated by the system.

Checking for the Error Message The image below shows a Dell™ Support Center 3.1 error message


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The image below shows an AlienAutopsy error message


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Error Code Validation Error codes can be validated by entering the error code and the system service tag into an online error code validation tool. NOTE: At this point, the error code validation tool is still being tested. This page will be updated with more information as soon as the link is ready.

To verify that an error code was generated by the system in question, the following steps must be performed: 1. Open a web browser and navigate to: https://dell-rma.pcdsupportcenterplus.com/user_session/new form.

. This will bring up the following

2. Enter the details and click Validate 3. If the error code is valid, the following web page will be presented. The New Error Code Lookup link can be used to validate additional error codes from other diagnostics.


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4. If the error code is not valid, the following web page will be presented. Select New Error Code Lookup to try again.

Printed 10/7/2012 12:16:14 AM

On-Site Troubleshooting

Expires 10/8/2012 12:16:14 AM

PC Checkup by PC Doctor


On-Site Troubleshooting : Document History Document History Date

Owner

Page

Requested By

Reviewed By

Approved By

Date: 2011-09-08

Owner:

Page: USB.asp

Requested By: Ryan Matlock

Reviewed By: Ryan Matlock

Change

Mahendra Mishra

Approved By: Santosh T

Changes: Updated USB Key creation steps.

Date: 2011-06-08

Owner:

Mahendra Mishra

Requested By: Tom Eades

Reviewed By: Tom Eades

Page: USB.asp Approved By: Santosh T

Changes: Added ePSA on a USB Key page along with minor edits on other pages.

Date: 2011-03-29

Owner:

Mahendra Mishra



Changes: Updated ePSA overivew and diagnostic errors. https://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/Printer_Friendly.asp

Page: ePSA, epsa_errors Approved By: Santosh T


Date: 2010-12-17

Owner:

Mahendra Mishra



Page: Course_Introduction, LCD, Memory, When Approved By: Santosh T

Changes: Minor edits as requested by the DSP Team.

Date: 2010-11-18

Owner:

Mahendra Mishra

Requested By: Tom Eades, Amy Stiffler

Reviewed By: CS - GLIDE, Tom Eades, Amy Stiffler

Page: All Approved By: Santosh T

Changes: Created Initial Training Pages.


On-Site Troubleshooting Document History


On-Site Troubleshooting : Document Outline


On-Site Troubleshooting Document Outline


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