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

Dell Training Tool | On-Site Troubleshooting

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Welcome - Getting Started

This training document will provide field technicians with information necessary to verify good and bad parts when delivering on-site s ervices.

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 regis tered 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 claim ing 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 On-Site Troubleshooting For Dell Employees Only

Expires 10/8/2012 12:16:14 AM Welcome - Getting Started This document is Dell Confidential

Using This Material

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NOTE

AWARNING

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

ACAUTION

indicates a potential for property damage, personal injury, or death. ACustomer Experience (CE) Tip

indicates important

information that will ass ist you in providing customers with the best experience.

Browser RequirementsDell's online courses are designed to work with Internet Explorer® 5.x and later, Netscape® versions 6.x and later, and Mozilla® 1.0.1. If you

experience problems with the courseware related to your browser, please contact us: [email protected]

Additional Required Software Adobe® Acrobat® (.pdf) files require Acrobat Reader®. You can download Acrobat Reader and get additional information from Adobe's webs ite:

http://www.adobe.com/products/acrobat/ .


Expires 10/8/2012 12:16:14 AM Using This Material This document is Dell Confidential

Course Introduction

GoalPlease 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

iss ues 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 wi th 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

mos t meaningful information in one place.

ObjectivesGiven the information from this course and available tools, students wi ll 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 mos t 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.

http://www.adobe.com/products/acrobat/mailto:[email protected]


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Overview

The table below provides an overview of the On-Site Troubleshooting training m odule.

Who should use the information in this course?

All field technicians in all regions.

What is this course?

A sum mary of commonly available

troubleshooting tools for field repair.

What's in it for Technicians?

The best customer experience-by avoiding dam age caused when

replacing good parts, and by avoiding repeat dispatches.


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Expires 10/8/2012 12:16:14 AM Overview This document is Dell Confidential

When to Troubleshoot

Listed below are some tips on before parts replacement and after parts replacement. It is als o important to avoid replacing parts jus t 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 box or electrostatic bag. 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.

https://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/Images/Dispatch2.JPG


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NOTE:

Many issues can be address ed with the latest version of BIOS. Whenever poss ible, 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 "jus t in case."

Removing and replacing all parts.

Show Answer


Expires 10/8/2012 12:16:14 AM When to Troubleshoot This document is Dell Confidential


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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 partspecifically. For instance, if you are replacing a 450 watt power supply and the

replacement part's packaging label s ays it's a 250 watt-you have been sent the wrong part

and should not open it.


Labels: If you have been suppl ied with labels to identify unused or good/bad parts, apply

them prior to parts return. Different regions us e different labels . Here are some examples.Click high resolution image


Anti-static seal us ed in some regions .

https://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/Images/Part_Label.JPGhttps://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/Images/Dispatch4.JPGhttps://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/Images/Dispatch9.JPG


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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 cons idered "used" or "consum ed" if - (Select One)

There are pen or ink m arks 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


Expires 10/8/2012 12:16:14 AM Unused Parts This document is Dell Confidential

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.


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The Yellow Label is the normal Partner "Good Part" label. This label must be us ed 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 mus t be used in the following

circumstances only -"Use this label to return a part if both the Outer (box) and the inner (anti staticbag) packaging seals are broken".

This indicates that the part has been us ed 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".


Expires 10/8/2012 12:16:14 AM Parts Return Process This document is Dell Confidential

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:


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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

https://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/Docs/Client_MpMemory_Job_Aid_080908.pps


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oa

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

hi h i f lt hi h h ld l fi t? (S l t O )

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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)

https://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/Docs/HDD_DST.pdf


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Show Answer


Expires 10/8/2012 12:16:14 AM No Boot / OS Not Found This document is Dell Confidential

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 compress ed air (short 2-3 second intervals), so as to avoid excessive spooling (RPM) of thefan.

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.

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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 us e 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.


Show Answer


Expires 10/8/2012 12:16:14 AM System Slow / Shuts Down This document is Dell Confidential


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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.


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g y

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.


Show Answer


Expires 10/8/2012 12:16:14 AM Power Supply BIST This document is Dell Confidential

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 ass ists field service technicians in accurately testing the power capabilities of a desktop system.

NOTE: Not all regions us e PSU Tester.

Benefits

Here are som e of the benefits of using the Power Tester:



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Features

The power tester has several connectors on it that allow a technician to test various components related to power ins ide a des ktop system. A

number of LEDs along the sides of the power tester indicate whether power is being dis tributed 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 2 Power supply LEDs

3 On / off button



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Power Tester Connectors

1 5-pin SATA connectors (P3 and P5) 2 20-pin power s upply connector (P1)

3 24-pin power s upply 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 sim ple, accurate, and easy to use.

Other Key features include :

Easy to check ATX power supply

Aluminum cas e

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


https://dtt.dell.com/IFR/Alerts/PSU_Tester/index.asp


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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.

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emits 2 short audible tones, the power supply fan turns on, and the tester displays all voltages and PG rise time on i ts LCD window.

NOTE:

If one or more voltages/PG are not displayed, or the power supply fan emi ts an unus ual 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%


+5VSB 5V +4 75V +5 25V 4 0V 6 0V


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+5VSB 5V +4.75V +5.25V 4.0V 6.0V

PG 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.


Show Answer


Expires 10/8/2012 12:16:14 AM Hand-held PSU Tester This document is Dell Confidential

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.



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Printed 10/7/2012 12:16:14 AM On-Site Troubleshooting For Dell Employees OnlyExpires 10/8/2012 12:16:14 AM After Isolating PSU This document is Dell Confidential

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 systemboard 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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Expires 10/8/2012 12:16:14 AM System Board Errors This document is Dell Confidential

BIOS Message

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

Non RAID MessageWhen 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 MessageA RAID 0 Stripe configuration displays a message as illustrated below just after the Dell logo screen during POST. Use the Port field to help

id if f il d h d d i



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RAID 1 MessageA 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.


Expires 10/8/2012 12:16:14 AM BIOS Message This document is Dell Confidential

NVIDIA RAID Message

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

Af h D ll™ l bl k di l i h f h RAID if h Thi l



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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


rou es oo o ar r ves. a m rrore array a s, canno e re u . ou mus e e e an crea e a new m rrore array e ore ns a ng

the operating system


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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.


Expires 10/8/2012 12:16:14 AM NVIDIA RAID Message This document is Dell Confidential

Intel RAID Message

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

RAID 0 FailedIf 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 DegradedIf 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.


Expires 10/8/2012 12:16:14 AM Intel RAID Message This document is Dell Confidential

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Applicable Products


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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.

Dell - On-Site Troubleshooting - Printer-Friendly Format

Interrupt the boot sequence with the F12 key and select Diagnostics.

Boot to an e ternal USB ke that has the LCD BIST

https://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/Images/BIST.jpg


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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

Printed 10/7/2012 12:16:14 AM On-Site Troubleshooting For Dell Employees OnlyExpires 10/8/2012 12:16:14 AM LCD / System Board This document is Dell Confidential

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 demons tration - Video

Dell ePSA (Enhanced Pre–boot System Ass essment) introduces the following new features over the existing PSA+.

Graphical User Interface.


https://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/USB.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 m emory to ensure it is suitable for loading and execution. ePSA then loads itself into the verified memory area. Once loaded, ePSA beginshigh level diagnostic algorithms on all system m emory to ensure integrity. ePSA next creates a graphical menu lis ting all dis covered devices in the

system.

NOTE:

Once user exits the diagnos tics, 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 -


Th f ll i li t h th t t th t PSAi bl f i H t t li bl t t bl d t d kt

https://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/USB.asp


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The following lis t shows the tests that ePSA is capable of running. However, some tests are applicable to portables and som e 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 dis plays all devices in the system and can be us ed to selectsystem devices.

2. Control WindowThe Control window is near the bottom-right of the screen. The Control window has a sm all check box labelled Thorough Test Mode. Checking this

box maximizes the intensi ty 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 WindowThe Status area is the large pale green window with selectable tabs. The tabs present depend on the system. Clicking these tabs will dis play thedata associated with the tab. Clicking on the tabs in the Status window wi ll show the following:

Configuration Tab - This window displays detailed configuration and s tatus information about all devices that ePSA has discovered about

the system.



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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-to-

moment 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 dimm s. 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 m ultiple

sources, s o they may not be in order. Some event logs also have special values s uch as "boot time" that do not translate to a specific date

and time.


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Help Screen Tab - Pressing the ESC (Escape) key enters the Interactive Mode. When in the Interactive Mode, press ing the F1 function key

will present the help window shown below. This window contains a s ynopsis of each window and menu. It also shows keyboard keys for

navigating in ePSA.


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Flash images below show a s eries of ePSA Diagnostics progress demons tration. 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




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Printed 10/7/2012 12:16:14 AM On Site Troubleshooting For Dell Employees Only

Expires 10/8/2012 12:16:14 AM ePSA Overview This document is Dell Confidential

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 diagnos tics available on the system or a

resource DVD.

Virus and Malware ProtectionIt 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.

TroubleshootingIf 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 m aking 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.


https://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/epsa.asphttps://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/Docs/svcfd_v5.4.zip


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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 wi thin a few seconds i t 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 Ass essment (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


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

https://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/epsa.asphttps://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/Docs/ePSA_UG.pdf


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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 s upport Supported Platforms .

Printed 10/7/2012 12:16:14 AM On-Site Troubleshooting For Dell Employees OnlyExpires 10/8/2012 12:16:14 AM ePSA on a USB Key This document is Dell Confidential

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:


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

https://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/Docs/Supported_Platforms.txthttps://dtt.dell.com/ifr/misc/OnSite_Troubleshooting/index.asp


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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 withintolerance.

System TestsTable 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 mess age will never be used with an audible beep code.

NOTE:

Suggested TSS (Technical Support Specialist)'s action and DSP (Dell s ervice 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 fai lure 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 Flash the latest BIOS and retry the

diagnostics.

System Board

ePSA 2000-0232 Reserved

ePSA 2000-0233 ePSA: System board - RTC 'seconds' count is not updating Flash the latest BIOS and retry the

diagnostics.

System Board

ePSA 2000-0234 ePSA: System board - HPET (d), incorrect time period. Expected = Flash the latest BIOS and retry the System Board


Touchpad (Portables)


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Touchpad


ePSA 2000-0313 ePSA: Touchpad - pointing stick/touchpad not

detected

TSS: Power down system. Flash

latest BIOS

DSP: Power down system,

reconnect touchpad and retry the

diagnostics. If problem persists

flash latest BIOS.

Connections/cablesTouchpad

System Board

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

Cables (All systems)

Cables






ePSA 2000-0415 ePSA: Cables - Check the following cables (s )

Re-flash latest BIOS

Check the cable(s)

specified in the error

mes sage. Retry the

diagnostics. If no error

occurs then it´s a cable or

connector issue.

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

07/10/2012

Boot Path



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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


ePSA 2000-0141 ePSA: Hard Drive - no drive detected This device is not required on

notebooks s o this mess age may

be understood as a warning

message.

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 iss ue. Reflash latest

BIOS.

Reflash latest BIOS.

Hard Drive

System

Board

ePSA 2000-0142 ePSA: Hard Drive (d) - S/N (s), self test unsuccessful. Status = (x) Power down system; reconnect

hard drive from system board.


occurs then it’s a cable or

connector issue.


Hard Drive

System

Board



ePSA 2000-0145 ePSA: Hard Drive (d) - S/N (s ) - self tes t did not complete Power down sys tem; reconnect

hard drive from System Board.


occurs then it’s a cable or

Hard Drive

System

Board



ePSA 2000-0150 ePSA: Hard Drive - No drive detected. User Error

Warning message but cabling or

Hard Drive

System


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connectivity may be an issue.


Board

ePSA 2000-0151 ePSA: Hard Drive (d): S/N (s) - incorrect status: (x) - (s) User Error

Re-run the testCheck cables and connections


Hard Drive

SystemBoard


Optical Drive (All systems)

Optical Drive


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


ePSA 2000-0331 ePSA: Video controller - no video

controller detected

TSS: Power down system, check

latest BIOS. Retry the diagnostics.

DSP:

Power down system, disconnect

and reconnect

Cables

Video Card

System Board


System Board

LCD BIST available & Graphics not

i ibl


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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 - us er reported the patterns

were not displayed

Poss ibly 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


ePSA 2000-0324 ePSA: LCD panel - user reported LCD BIST colors were not

displayed

Possibly User Error. If not flash


LCD cable

LCD panel

(inverter/controller)


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System Board

ePSA 2000-0325 ePSA: LCD panel - user provided no input for LCD BIST Possib ly User Error. If not flash


LCD cable

LCD panel(inverter/controller)

System Board

ePSA 2000-0326

ePSA: LCD panel - unable to turn lamp on or off Flash latest BIOS and retry

diagnostic

LCD cable

LCD panel


System Board

ePSA 2000-0327 ePSA: LCD panel - unable to us e BIOS interface Flas h lates t BIOS and retry

diagnostic

LCD cable

LCD panel(inverter/controller)

System Board

ePSA 2000-0328 ePSA: LCD panel - unable to detect variance in ambient light

sensor

Flash latest BIOS and retry

diagnostic

LCDcable

LCD panel


System Board


Battery (Portables)

Battery


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 andcables; may need to replace

battery.

Battery AC Adapter

Charging Circuit

Board

System Board

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

ePSA 2000-8135 ePSA: Charger - unable to detect charger Check for User Error

Re-seat the battery and re-run the tes t.

Battery

Charger


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Check that charger is connected to the computer

or replacing it.

Check for latest BIOS.

ePSA 2000-8136 ePSA: Charger - Unexpectedly detected charger User Error The charger has not been removed as directed

remove the charger.


N/A

ePSA 2000-8137 ePSA: Charger - The charger is not supplying power User Error

Re-seat battery.


Battery

Charger

ePSA 2000-0137 ePSA: Charger - Unexpected charge condition detected User Error Re-seat battery.


BatteryCharger


Fans (All systems)

Fans


ePSA 2000-0511 ePSA: Fan - The (s ) fan failed to res pond correctly Check for lates t 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.

Re-run the test. If the problem

persists, it may be a faulty fan.

Fan(s)

Systems

Board


Memory (All Systems)

Memory Test/Memory (Desktop and Notebook)



Event Log



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ePSA 2000-0251 ePSA: Event log - The log contains failing records Event Log provides various BIOS and

Diagnostic events.

Event Log

provides

various

BIOS andDiagnostic

events.



Expires 10/8/2012 12:16:14 AM Error Messages This document is Dell Confidential

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


Expires 10/8/2012 12:16:14 AM PSA, PSA+ This document is Dell Confidential

PAIDPAID (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.

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


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indicate the device is properly connected. 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.

Auxiliary LCD cable detect — Loopback on auxiliary connector to LCDto indicate the cable is properly connected.

LCD BIST enable control — Enabling of the LCD BIST controlled by thesystem's embedded controller. The LCD BIST can be enabled in very

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


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.

Keyboard backlight cable/assembly detect — Loopback on keyboard

backlight cable to indicate the device is properly connected.

Graphics card detect (software method) — Graphics card detect via

software read of temperature sens or located on discrete graphics

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 monitoringthe AC adapter s tatus indicator (AC_AVAIL) in conjunction with

sam pling the PS_ID pin of the AC adapter. Helps to identify that the AC

adapter is ins talled but there is no power at the AC adapter input

connector.

Memory module detection — Software interface to local memory

module SPD to indicate the memory module is present.

Right I/O board detection — Loopback on right side I/O board to


Audio board cable detect — Loopback on audio board cable to


Wireless switch detection — Loopback on wireless switch board to


Pointing stick detection — Loopback on pointing s tick cable to


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

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

Biometric detection — Loopback on biometric sensor to indicate the


Tablet mode sensor detection — Loopback on tablet mode sens or

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

f i i i i d i di i b


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.


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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


Expires 10/8/2012 12:16:14 AM PAID This document is Dell Confidential

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.


Starting Dell Diagnostics


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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 mess age 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.

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

information.

Tab Function

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


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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.

Configuration

Displays the hardware configuration for the selected device. Dell Diagnostics obtains configuration information for all

devices from System Setup, memory, and various internal tests, and it dis plays the information in the device lis t in the left

pane of the screen. The device lis t 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


Expires 10/8/2012 12:16:14 AM Dell 32 Bit Diags This document is Dell Confidential

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 aswhat 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


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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 s till being tested. This page will be updated with more information as s oon as the link isready.

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 . This will bring up the following

form.


https://dell-rma.pcdsupportcenterplus.com/user_session/new


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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.


Expires 10/8/2012 12:16:14 AM PC Checkup by PC Doctor This document is Dell Confidential

On-Site Troubleshooting : Document History

Document History

Date Owner Page

Requested By Reviewed By Approved By

Change

Date: 2011-09-08 Owner: Mahendra Mishra Page: USB.asp

Requested By: Ryan Matlock Reviewed By: Ryan Matlock Approved By: Santosh T


Date: 2010-12-17 Owner: Mahendra Mishra Page: Course_Introduction, LCD, Memory, When

Requested By: Tom Eades Reviewed By: Tom Eades Approved By: Santosh T

Changes: Minor edits as requested by the DSP Team.


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g q y

Date: 2010-11-18 Owner: Mahendra Mishra Page: All

Requested By: Tom Eades, Amy Stiffler Reviewed By: CS - GLIDE, Tom Eades, Amy Stiffler Approved By: Santosh T

Changes: Created Initial Training Pages .


Expires 10/8/2012 12:16:14 AM Document History This document is Dell Confidential

On-Site Troubleshooting : Document Outline


Expires 10/8/2012 12:16:14 AM Document Outline This document is Dell Confidential

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