Dell Tech Information

Brand

3000 Series 5000 Series 7000 Series Other Series

Display

A display device is an output device for presentation of information in visual or tactile form. The display provides instant feedback by showing you text and graphic images as you work or play. Both analog and digital displays exist. Some of the most popular display technologies are: Light-emitting diode display (LED) Electroluminescent display (ELD) Plasma display panel (PDP) Liquid crystal display (LCD) High-Performance Addressing display (HPA) Thin-film transistor display (TFT) Organic light-emitting diode display (OLED) Most desktop displays use liquid crystal display (LCD) or Light Emitting Diode (LED), while nearly all portable computing devices such as laptops incorporate LCD/LED technology.Depending on the technology that is used and the type of system, display devices are available in different screen sizes, refresh rates, resolutions, viewing angle, sharpness, and so on. The size of a display is measured diagonally. Display devices also support various graphic inputs like HDMI, DVI, VGA.

Graphics

A graphics card is essential part of any system, and it renders processed data into video signal before it is sent to your display. Typically there are two types of graphics cards that we get to see. Integrated. Discrete. Intel, nVidia, AMD/ATI are some of the major manufacturers of Desktop/Notebook graphics cards. More detailed specifications of each graphic card and technology that is used can be obtained by visiting the respective manufacturers' website. Integrated Graphics Card An integrated graphics card is bound to the motherboard and shares RAM with the CPU, reducing the total amount of RAM available. Discrete Graphics Card A discrete graphics card has a dedicated processing unit that is called a Graphics Processor Unit (GPU) and RAM. The GPU lets the system's main processor do its job, allowing the system to run at full speed. Discrete Graphics cards connect to the motherboard of a system using a slot, typically an Accelerated Graphics Port (AGP) or a Peripheral Component Interconnect Express (PCIe) connection. The dimensions of the graphics card and the connection technology vary depending on form factor or chassis type of the system.

Thermal Heat Sink

A heatsink is a passive heat exchanger that transfers the heat that is generated by an electronic or a mechanical device to a fluid medium, often air, or a liquid coolant. This heat is dissipated away from the device to regulate its temperature at optimal levels. Usage In systems, heatsinks are used to cool central processing units or graphics processors. They are used with high-power semiconductor devices such as power transistors and opto-electronics such as lasers and light emitting diodes (LEDs), where the heat dissipation ability of the component itself is insufficient to moderate its temperature. Thermal adhesive or thermal grease improves the performance of heatsink by filling air gaps between the heatsink and the heat spreader on the device. Design A heatsink is designed to maximize its surface area in contact with the cooling medium surrounding it, such as the air. Performance Air velocity, choice of material, protrusion design, and surface treatment are factors that affect the performance of a heatsink. Heatsink attachment methods and thermal interface materials also affect the die temperature of the integrated circuit. Material A heatsink is made out of Copper and/or Aluminum. Copper is used because of its high-thermal conductivity allowing the heat to pass through it quickly, whereas Aluminum is used in applications where weight is a big concern.

System Fan

A system fan is any fan inside or attached to a system chassis used for active cooling. As processors, graphic cards, RAM, and other components in systems have increased in speed and power consumption, the amount of heat that is produced by these components has also increased. These components must be kept within a specified temperature range to prevent overheating, instability, malfunction, and damage leading to a shortened component lifespan. Fans are used to cool these components by moving heated air away from the components and drawing cooler air over them.Fans attached to components are used with a heatsink to increase the area of heated surface in contact with the air, thus improving the efficiency of cooling.

ePSA

A way the computer has updated and created the new way, by adding new things into the system. They have different screens for each of the different levels of usage

Camera

A webcam is a video camera that feeds or streams its image in real time to or through a system unit to a system network. Most of Dell notebooks and All-in-Ones house an integrated camera. The camera specifications, resolution that is supported, and diagonal viewing angle vary by system model.

WLAN and WWAN

A wireless local area network (WLAN) is a wireless system network that links two or more devices using a wireless distribution method (often spread-spectrum or OFDM radio) within a limited area such as a home, school, system laboratory, or office building. This gives users the ability to move around within a local coverage area and still be connected to the network. A WLAN can also provide a connection to the wider Internet. A wireless wide area network (WWAN), is a form of wireless network. The larger size of a wide area network compared to a local area network requires differences in technology. Wireless networks of all sizes deliver data in the form of telephone calls, web pages, and streaming video.A WWAN often differs from WLAN by using mobile telecommunication-cellular network technologies such as LTE, 4G, 5G, WiMAX (often called a wireless metropolitan area network or WMAN), UMTS (3G), CDMA2000, GSM (2G), cellular digital packet data (CDPD), and Mobitex to transfer data. It can also use Local Multipoint Distribution Service (LMDS) or Wi-Fi to provide Internet access. These technologies are offered regionally, nationwide, or even globally and are provided by a wireless service provider. WWAN connectivity allows a user with a laptop and a WWAN card to surf the web, check email, or connect to a virtual private network (VPN) from anywhere within the regional boundaries of cellular service. Various systems can have integrated WWAN capabilities.

BIOS Recovery 1

BIOS RECOVERY 1 (BR1) can only be initiated using USB drive. BR1 recovery files are known as Crisis Recovery (CR) files (.cap or .hdr). BR1 is only supported on Inspiron, Vostro, XPS, Alienware notebook platforms shipped before November 2015 (System prior to Skylake processor).

BR2 Process

BR2 is a software tool that is designed to recover a corrupted BIOS in order to resolve No POST or No Boot issues. The key feature is to provide flexibility to initiate the BR2 process from: System primary hard drive. External USB drive.

Battery

Batteries do not have charge indicator LEDs. The number of times a battery is charged determines its operating time. After hundreds of charge and discharge cycles, batteries lose some charge capacity (battery health). That is, a battery can show a charged status, but maintain a reduced charge capacity.

Desktop PSU Without BIST Switch

Before you begin the PSU BIST, ensure that the AC cord has been disconnected from the PSU. Follow the below steps to run the BIST: Plug in the AC power cable for power supply. Read the LED status. Unplug AC power cable from PSU, wait for 15 s for PSU BIST function to reset. Disconnect PSU cables to the system board and other components. Plug-in AC power cable to PSU to observe the LED status.

Avoiding CPU Damage

Best practices for avoiding CPU damage: Grasp the processor with your thumb and index finger along the top and bottom edges. Do not touch the processor's sensitive contacts. The socket has cutouts for your finger to fit in. On the front of the processor, in the bottom-left corner, is a golden-colored triangle (circled below). There are also two semicircular cutouts on the CPU (also circled below) which will only allow it to be inserted into the socket in one direction. Match these up with the socket and gently lay it flat on top of the pins. Carefully place the processor into the socket body vertically. Do not tilt or roughly shift it into place, as that damages the socket contacts.

Bluetooth (BT)

Bluetooth is a wireless technology standard for exchanging data over short distances from fixed and mobile devices, and building Personal Area Networks (PANs). Bluetooth is a standard wire-replacement communications protocol that is primarily designed for low-power consumption, with a short range based on low-cost transceiver microchips in each device. Bluetooth exists in many products, such as telephones, speakers, tablets, media players, robotic systems, handheld computer, laptops and console gaming equipment, and some high definition headsets, modems, and watches. The technology is useful when transferring information between two or more devices that are near each other in low-bandwidth situations. Bluetooth protocols simplify the discovery and setup of services between devices.

Design Framework

Both ePSA and SupportAssist | On-board diagnostics reside on the system board, in the BIOS chip. The SupportAssist | On-board diagnostics key enhancements over ePSA are - Enable Independent Diagnostic Modules (IDM) from Dell/Vendors/Partners. Updatable to include new devices, including peripherals. Extendable to all LOBs, including Chromebooks.

Battery Troubleshooting

Common battery issues such as slow charge or no charge and its corresponding troubleshooting and diagnostics procedures are mentioned here. For battery issues, technicians are required to follow the recommended troubleshooting steps below: Disconnect all peripherals and confirm if system is working fine with AC Adapter only. Remove AC adapter, battery, and drain flea power. Check the AC adapter status in the BIOS. If AC adapter status shows unknown or not detected, then there could be an issue with AC adapter. Try charging the battery with the laptop powered off. Perform BIOS update (if the battery has sufficient charge). *BIOS update is based on best-effort basis. Try swapping with a known good battery (if available). If known good battery works, then the battery is faulty. Run ePSA or check battery health meter (BHM) for error. If any of these tests fail, then the battery is faulty. Ensure that the Battery Indicator status is documented in case notes.

Storage

Computer data storage is a technology consisting of system components and recording media that are used to retain digital data. There are two types of storage devices that are used with systems: A primary storage device, such as RAM and ROM A secondary storage device, like a hard drive, Blue-Ray /DVD and others. Secondary storage can be removable, internal, or external storage. Hard DrivesA hard disk drive (hard drive), hard disk, or hard drive is a data storage device that uses magnetic storage to store and retrieve digital information using one or more rigid rapidly rotating disks (platters) coated with magnetic material. The platters are paired with magnetic heads, arranged on a moving actuator arm, which read and write data to the platter surfaces. Data is accessed in a random-access manner, meaning that individual blocks of data can be stored or retrieved in any order and not only sequentially. HDDs are a type of nonvolatile storage, retaining stored data even when powered off. Solid State Drives (SSD)SSDs have no moving mechanical components. This distinguishes them from traditional electromechanical magnetic disks such as hard disk drives (HDDs) or floppy disks, which contain spinning disks and movable read/write heads. Compared with electromechanical disks, SSDs are typically more resistant to physical shock, run silently, and have lower access time and lower latency. Pen DrivesAlso known as USB flash drive, thumb drive, jump drive, is a data storage device that includes flash memory with an integrated USB interface. It is often used for data storage, back-up, and transfer of files between system units and other devices. Blu-ray, DVD/CD DrivesThe name sees blue laser that is used to read the disk, which allows information to be stored at a greater density when compared to longer wavelength Red laser used in DVDs. Tape DrivesAs the name suggests, it is a storage device that reads/writes on a magnetic tape. The primary advantage is long lasting storage while disadvantage is that the data can only be accessed sequentially. Floppy DrivesA Floppy disk drive is a small removable storage device with direct access that records data on thin magnetic films. Zip Drives

Trigger Method: Convertible and Detachable Platform

Convertible and Detachable PlatformConvertible and detachable platform supports both key sequence and button sequence where touch is the primary input and the physical keyboard is part of the standard hardware configuration. Key Sequence Trigger: Hold down CTRL + Esc key. Plug in AC Adapter. Release the CTRL + Esc key. Button Sequence Trigger: Hold down Volume Down Button. Plug in AC Adapter. Release the Volume Down Button.

Chromebook

Dell Chromebook 11 | 14Dell Chromebook 11 | 13 2-in-1Dell Chromebook 14Dell Chromebook 13 2-in-1 Chromebook becomes a stand-alone sub brand. Differentiate products by Windows and Chrome.

Need to Know Review Points

Dell Field Service Technicians can use all safety precautions during their service visits, troubleshooting to avoid any damage or electrical surges for internal components or peripherals. Dell Field Service Technicians can use the ESD best practices to provide safe and damage-free servicing. Every Dell part has a unique PPID with barcode. Older Dell products may be supplied with a BIOS CD. If supplied, the BIOS CD should be used. Thermal grease or thermal paste or thermal compound is a substance used to manage better heat conduction between two surfaces and is primarily used between a microprocessor and a heat sink. After replacing the system board, the Field Service Technician must enter the correct Service Tag value. Once the value is entered, the field becomes read-only. In the event of a system board replacement, it is important to run RMA Shim to write the Service Tag and reload the Chrome OS. The RMA Shim tool has two modules - Shop Floor and Google Required Tests.

G Series (Inspiron Gaming)

Dell Gaming machines are engineered with the specific, demanding needs of the gaming audience in mind. From the fastest processors to powerful, discrete graphics cards, they make every experience more intense and real. Some of the Features of the Gaming Desktop: High-powered processing VR ready More memory Better boot time Distinct, deliberate design Keeps cool under pressure Dynamic audio Quiet operation Lightning-quick connection

SupportAssist for PCs

Dell SupportAssist for PCs automates support from Dell by proactively and predictively identifying hardware and software issues on your system. SupportAssist addresses system performance and stabilization issues, prevent security threats, monitors and detects hardware failures, and automates the engagement process with Dell Technical support.Depending on your Dell service plan, SupportAssist also automates support request creation for issues that are detected during a scan. For information about the SupportAssist capabilities for different service plans, see SupportAssist capabilities and Dell service plans. SupportAssist enables you to optimize your system by removing unwanted files, optimizing network settings, tuning-up system performance, and removing virus and malware. It also identifies driver updates available for your system. SupportAssist collects and sends the required system information securely to Dell Technical Support. The collected information enables Dell to provide you an enhanced, efficient, and accelerated support experience.

Product Range Review Points

Dell offers a wide range of desktops, notebooks, and Chrome products. Dell desktop range includes OptiPlex, Inspiron, Vostro, Precision, XPS, and All-in-One. Dell notebook range includes Inspiron, Latitude, Vostro, XPS, and Precision Dell Chrome includes Chromebook.

Trigger Method: Desktops and AIOs

Desktops and AIOs Power on the system. Immediately hold down on Ctrl + Esc Key until the BIOS Recovery page appear. The Ctrl+Esc key combination trigger is used on platforms where external keyboard is the primary input. This applies to Desktops, AIOs, and portables. Supported Keyboard type: PS2 Keyboard USB Keyboard BT Keyboard (If BIOS has POST Support for Platform specific BT Keyboard)

Common Industry Standard Client Technology Review Points

Different types of power adapters. Types of battery. Features of a processor. Kinds of memory. Types of display. Features of touch and nontouch displays. Difference between WLAN and WWAN. Types of USB.

LCD Panel Handling

During a service incident, technicians must handle the LCD Panel with care. Improper handling results in damages to the LCD panel causing defects such as cracks, spots, blotches. Always practice ESD procedures when handling the LCD Panel. When removing the LCD Panel from the ESD packaging, use the base of your palm to support and slide the panel out. Always handle the LCD Panel with both hands holding the panel firmly by the sides or edges. Do NOT hold and lift the panel with one hand at the top or bottom section as this will cause the panel to flex resulting in damage. Never apply pressure to the rear side of the LCD panel.

Isolation Steps

Ensure that the system is in power off state. Hold down the F12 key while powering on the system on to start the ePSA or SupportAssist | Onboard Diagnostics Quick Test. The user is prompted to press Y if the screen test appears correctly. Press the Escape Key to stop the automatic test. Select the Hard Drive from the device options on the left. Click Run Test to begin.

System Board Repackaging

Every dispatched system board has ZIF socket cover installed to protect the pins on the system board when shipped for repair. All field technicians must return the defective system board with the cover that is properly attached to the Socket, on the service board. This is to prevent the pins from being damaged during transportation.

PAID

Features of Platform Advanced Integrated Diagnostics (PAID): The Platform Advanced Integrated Diagnostics (PAID) improves the test capabilities and features for better problem detection on Dell portable platforms. Once the PAID diagnostics complete, the Enhanced Pre-Boot System Assessment (ePSA) diagnostics start. If any PAID diagnostic error codes exist, they are reported with the PSA diagnostic error codes.

COA Label Replacement (for Windows 7) - Legacy

Few Dell laptops are shipped with the original Windows 7 COA label that is pasted on the bottom base. Dispatching the bottom base as a replacement does not transfer the original COA label. Technical support must dispatch a replacement COA label by selecting the part number T8912 (SVC,COA,REPLACEMENT,OS). A mail is triggered to the customer's physical address explaining the process of COA label replacement, along with a replacement label. The DSP technician must then copy/write the original value of the Windows 7 COA to the replacement COA label. Then the technician must give it to the customer or paste it back on the new replacement bottom base.

Installing the Processor to the PHM

Flex the outer edges of the bracket around the processor ensuring that the processor is locked into the clips on the bracket. Place the heatsink on the processor and push down until the bracket locks onto the heatsink.

Troubleshooting Review Points

Follow best practices while troubleshooting a customer system. Identify the system issues and resolve them.

Windows 10 Digital Product Key (DPK)

From July 1, 2019 onwards, Dell has phased out the use of service paper DPKs to activate Windows after system board replacements. Instead of sending customers service paper DPKs, Dell is injecting DPK on the system board. Why this change? Microsoft is making paper DPKs obsolete and is driving OEMs to transition to preinjected system boards. Many other OEMs are doing it today. What is the impact of this change to the customer? The customer need NOT enter the 5x5 DPK after a system board replacement. Why is there no paper DPK card dispatched with replacement system board? The physical paper DPK is no longer needed, since it is preinjected into the system board. Once the system connects the Internet after system board replacement, it will send the DPK to Microsoft for Activation and upon successfully redeeming the DPK, the system will get activated. Windows fails to activate after replacing the system board as the DPK was not injected. There is also no paper DPK dispatched with replacement system board. How do I handle this scenario? Technicians must report this issue and request another replacement system board. How do I determine if the Windows DPK was preinjected into the system board or not? Open a Command Prompt Window. Type the following wmic path SoftwareLicensingService get OA3xOriginalProductKey It will then display the Product Key. If the key is present, run the Activation Troubleshooter to troubleshoot further. If there is no key present, request another replacement system board.

All-in-One

Has huge display sizes Gives users the option to choose from touch vs non-touch variants Ships with keyboard and mouse (optional for touch variants) Supports more than 1TB of storage Comes with stand assembly to tilt the display to a convenient angle

Daughterboard Repackaging

Here are some of the important points to follow during repackaging daughter board: Repackage parts that are returned to Dell in the same manner in which they were received. Carefully insert the board into the ESD bag, ensuring components are not pulled or knocked off. Fold the top part of the ESD bag and retape it. Pack the board into the foam inserts of a Dell-approved box, with the bottom of the board down and the surface of the board up. Verify that the PPID sticker is placed on top. Place the covering foam over the unit. Close the box top, and insert the lid tabs into the slots on the left and right edges. Place any extra parts between the upper covering foam insert and the box lid. Only small service kit parts, such as cables, inverters, and converts are allowed. Use a plastic bag if available. Ensure that ESD methods are applied when handling daughter boards, since they are susceptible to handling damage.

Unpacking Parts

Here are some of the important points to follow when removing parts from packaging: Do not break the tamperproof seal on the ESD bag unless you intend to install the part immediately. Handle all parts, including system boards, cards, hard drive, and so on, by lifting and handling by the edges or sides. Avoid touching the surface or bottom of the parts. Verify the part. If you have questions, contact Dell Technical Support. Place the box on a secure surface, and break the tamperproof seal with a safe tool. Carefully open the package's top or lid. Inspect the foam and confirm that the part was packaged correctly. Remove the upper layer of foam from the box. If the part in the box was secured properly without visible damage, go to the next steps. Using approved ESD procedures, carefully remove the part from the box by lifting it by the edge or side. If needed, place the part on a secure ESD surface. Never stack parts on top of each other. If the part has visible damage, do not use it. Contact technical support to dispatch another part. Then return it with a description of the damage.

HDMI

High-Definition Multimedia Interface (HDMI) is an industry-supported, uncompressed, all-digital audio/video interface. HDMI provides an interface between any compatible digital audio/video source, such as a DVD player, or A/V receiver and a compatible digital audio and/or video monitor, such as a digital TV (DTV). The intended applications for HDMI are TVs and DVD players. The primary advantage is cable reduction and content protection provisions. HDMI supports standard, enhanced, or high-definition video, plus multichannel digital audio on a single cable.

New PSU BIST for Standalone PSU

If the LED does not glow, isolate the PSU and repeat BIST Unplug AC power cable from PSU, wait for 15 s for PSU BIST function to reset Disconnect all the cables from PSU to system board and other components. Plug in the AC power cable. Read the LED status.

Chipset

In a system, a chipset is a set of electronic components in an integrated circuit that manages the data flow between the processor, memory, and peripherals. It is found on the motherboard. Chipsets are designed to work with a specific family of microprocessors. Because it controls communications between the processor and external devices, the chipset plays a crucial role in determining system performance.

Intel Optane DC Persistent Memory

Intel® Optane™ memory (Apache Pass or AEP) is a system acceleration solution for new Intel® Xeon™ (Cascade Lake or newer) processor equipped Precision Workstation platforms. It is a new generation of DIMMS that will make memory big, affordable, and persistent. AEP also uses 3DxPoint media chips. DIMMs come in three capacities: 128 GB, 256 GB, and 512 GB. A persistent memory solution (NVDIMM = Non-Volatile DIMM) is a memory that retains data in the event of power loss, system shut-down, or system error. It creates a unique new memory tier combining affordability, large capacity, and persistence.

Trigger Method: Laptops

Laptop Disconnect the AC Adapter from the laptop. Hold down the CTRL + Esc key. Plug in AC Adapter to the laptop. Release the CTRL + Esc key.

Latitude

Latitude 3490 | 3590 Latitude 5290 | 5490 | 5590Latitude 5290 2-in-1Latitude 5495 | 5595 Latitude 7290 | 7490Latitude 7490 2-in-1Latitude 7890 2-in-1 Latitude 7210 Rugged

Latitude Self-Heal

Latitude Self-Heal is an option that helps recover a Latitude system from a No Post, No Power, or a No Video situation. Latitude Self-Heal clears the CMOS on the system board and rewrites the BIOS to original factory defaults. After clearing the CMOS, Latitude Self-Heal will reset hardware settings back to factory defaults. It is recommended to perform Latitude Self-Heal before replacing the system board. Latitude Self-Heal can be avoided when complete teardown of the system is required to access the coin-cell battery. For Latitude E7 Series (XX70), BIOS Recovery 2.0 should be performed as the first step before attempting Latitude Self-Heal. In order to reduce troubleshooting time associated with Latitude Self-Heal, there is no mandatory requirement to reassemble the system. Latitude Self-Heal can be initiated even with the system board exposed. When running Latitude Self-Heal on an exposed system, do not touch any of the exposed components. Only when Latitude Self-Heal is unable to recover the failure, proceed with replacing the system board.

Processor Installation

Lift the processor package from the shipping media by grasping the substrate edges. Scan the processor package's gold pads for any presence of foreign material. If necessary, the gold pads can be wiped clean with a soft lint-free cloth and isopropyl alcohol. Locate the connection 1 indicator on the processor that aligns with connection 1 indicator on the socket. Notice the processor keying features that line up with posts along socket walls. Grasp the processor with your thumb and index finger along the top and bottom edges. (Do not touch the orientation notches.) The socket has cutouts for your fingers to fit into. Carefully place the processor into the socket body vertically. Verify that the package is within the socket body and properly connected to orientation keys. Close the socket. Gently lower the load plate. Ensure the load plate's front edge slides under the shoulder screw cap as the lever is lowered. Latch the lever under the top plate's corner tab, being cautious not to damage the motherboard with the tip of the lever.

MemRx

MemRx identifies and masks the defective blocks of the memory provided the failures are contained within 50.4 bytes, without any user intervention.The Key features of the MemRx tool are: MemRx is a tool that can successfully repair and ignore defective memory areas by masking the address from system usage. It requires a UEFI version of ePSA to run; this information is displayed at the lower right corner of the ePSA diagnostics. The technology is similar to Hard Drive repair utilities (CHKDSK or ScanDisk). It is independent of DIMM isolation, which means that the tool cannot identify which DIMM is failing on its own.

Desktop PSU BIST

Most mainstream systems now include a power supply with the built-in self-test (BIST) feature that drives new troubleshooting steps. Press and hold the test button to run the BIST. The test button and LED are on the side of the unit where the AC plug is located. Before running the BIST, ensure: That the external power source or wall socket works. That the intermediary or connecting devices such as extension cords or surge suppressors are disconnected.

MpMemory

MpMemory is solely dedicated to testing the memory on the system;MpMemory stands for Multiple-Processor Memory. The MpMemory test is one of the best memory tests available without using hardware-based memory testers. The tests provide DIMM isolation, identifying which module is failing, however the tests take a longer time to run (12-16 minutes per GB). The tests avoid the 4 GB limit allowing testing up to 64 GB of memory.

Disassembly & Reassembly Review Points

Navigate through the Product Reference Guide and launch the required training/reference materials for Dell products. Locate the disassembly/reassembly instructions and Critical Callouts for the selected Dell product.

HALL sensor (Reed switch)

Notebook systems use a HALL effect sensor to detect when the LCD lid is closed and the sensor turns off the display. The HALL sensor on the I/O mezzanine card is used to engage the corresponding HALL sensor and its magnet in the display assembly when the LCD lid is in the closed position. When exposed to magnetic fields from outside sources, the HALL sensor may interpret that the LCD lid is closed, resulting to no video issues, random shutdowns, or situations where a system goes into sleep or hibernate mode unexpectedly.

Processor Handling

Open the boxed processor packaging. Ensure the processor's protective cover is present and properly secured. (Do not remove the protective cover.) Do not touch processor-sensitive contacts at any time during installation.

Removing the Processor

Open the socket: Disengage the load lever (1). Open the load plate (2). Remove the processor package, by holding the top and bottom edges, or by using a vacuum pen. Keep the processor horizontal and remove it with a vertical motion to avoid damaging the socket contacts. Place the processor in a specially designed tray or ESD retainer for storage. Do not place directly on table.

OptiPlex

OptiPlex 3060 MicroOptiPlex 3060 Small Form FactorOptiPlex 3060 TowerOptiPlex 3260 All-in-One OptiPlex 5060 MicroOptiPlex 5060 Small Form FactorOptiPlex 5060 TowerOptiPlex 5460 All-in-One OptiPlex 7060 MicroOptiPlex 7060 Small Form FactorOptiPlex 7060 TowerOptiPlex 7460 All-in-OneOptiPlex 7760 All-in-One

Intel Processor Socket Visual Inspection

Orient the load lever on the left side and the hinge to the load plate on the top. Hold the load plate open with your thumb as you hold both sides of the board. Hold the board 6-12" away from face perpendicular to your viewing angle. Scan the contacts while tilting away approximately 15-45° and rotating about 15-45° from perpendicular to change the viewing angle several times. Light should create a reflection moving back and forth across the contacts, and changes in the light pattern are indications of shifted or damaged contacts.

Installing the PHM

Place the PHM on the processor socket. Using the Torx screwdriver, tighten the first screw of the four heatsink retention screws. The screws must be tightened in this order: 1, 2, 3, and 4. Tighten the PHM screws following the sequence of the label on the heatsink.

Precision

Precision 3530Precision 3030 RackPrecision 3030 Small Form FactorPrecision 3030 Tower Precision 5530Precision 5530 2-in-1Precision 5730 All-in-OnePrecision 5030 Tower Precision 7530Precision 7730

Applying Thermal Gel

Read all relevant instructions before starting: This includes those that come with the CPU cooler and thermal paste. Every brand of thermal paste and CPU cooler is a little different, and knowing the particulars before starting will help the process go smoother. Apply thermal paste onto the center of the CPU's IHS: (If the thermal paste is preapplied on cooler, skip this step.) Apply a small amount - roughly the size of a grain of rice or a pea - onto the center of the integrated heat spreader. Install CPU cooler: Use light, top-down pressure to place the base-plate or water block of the cooler onto the CPU, and hold that pressure while attaching the cooler to the mounting mechanism. Use enough force to keep the cooler from sliding, and to evenly distribute the thermal paste, but do not push hard enough to bow the system board or damage the CPU. Keep the cooler in place while attaching it to the system board in a diagonal pattern, securing the screws (assuming using a screw mechanism) similar to drawing an "X" with them. Do not fully tighten the screws until attaching all four, then turn each a few times before moving on to the next in order to ensure even pressure. Double-check: Once the base-plate or water-block of the CPU cooler is firmly attached, check the work to ensure that everything looks correct. There should not be any thermal paste spilling over the edges of the CPU, or anywhere on the system board. If there is, it means that excess paste is used, and should clean it off with alcohol and start the process again. If everything looks clean and the cooler does not move when touched, then the process is completed.

LCD Panel Repackaging

Reuse and pack the defective LCD Panel with the original ESD packaging and box that came with the service replacement spare part. The original ESD packaging from service replacement spare part has labels with the PN information on it, which is required by Dell for identification purpose. Wrap the defective LCD Panel using the protective film or plastic that came with the replacement part. Pack the defective LCD Panel into the ESD bag. Fold the excess portion of the ESD bag to the back and place the panel in the box facing down. Ensure that the box has the bottom packaging foam and the side packaging foam inserts. Apply the final foam insert on top of the unit and close the box top. Place any extra parts between the upper covering foam insert and the box lid. Only small service kit parts such as cables, inverters, and converts are allowed. Use a plastic bag if available.

Chrome Enterprise (Latitude Chrome)

Setting the Service Tag Connect the battery to the system board. Connect the power adapter to the system and keep the power adapter connected throughout the procedure. The power port is located at the left side of the system. Press Power to boot the system. When the system boots, the message below will appear. Press Ctrl + S. Upon reaching the screen below, enter the valid Service Tag of the system. The Service Tag is located on the base cover of the system. Press Enter after typing the Service Tag. When this screen appears prompting you to confirm the Service Tag, press Enter to confirm and save the Service Tag. The system reboots automatically. When the Chrome OS Welcome screen appears, the service tag is successfully saved. Click Shut down on the Chrome OS Welcome screen to power down the system. Disconnect the power adapter from the system. Install the base cover back to the system.

Audio

Sound

SupportAssist | On-board Diagnostics

SupportAssist | On-board Diagnostics contains all the features of ePSA 3.0 with several improvements added in. It is available on all platforms from May 2020 and replaces the ePSA 3.0 diagnostics. It has a clean and modern user interface, quicker tests, simplified messaging, firmware information, and is ready for future system architecture.

System Board Handling

System boards that are returned from the field have been root-caused with ESD damage and hairline cracks found around the neck area of the daughter boards. During disassembly and repackaging, technicians are reminded to practice caution when handling the system board. Avoid touching the surface or bottom of the daughter board. Instead, handle the part by lifting and holding it from the edges or sides. Always use approved ESD procedures when handling the system board. Do not hold it by the neck, which is the area that is outlined in the diagrams below, it would result in hairline cracks.

Trigger Method: Tablets

Tablet Hold down Volume Down Button. Plug in AC Adapter to tablet. Release the Volume Down Button.

Advanced Test

The Advanced test provides an option to select the devices for which diagnostics test must be performed. For user convenience, check-boxes are provided against each device to select/un-select it for test execution. Select All and Thorough Mode check-box allows the user to select/un-select in a single click and for in-depth testing. Once the user marks all the devices which must be tested, the diagnostic test can be started by pressing the "Run Test" button at the bottom of the Execution Frame. Once the test is started, the screen transition to Results view, where the "Detailed View" is shown with logs from the current device being tested along with the progress bar. On completion of all the tests, the focus is shifted to "Summary" frame, where the test results are displayed.

BIOS

The Basic Input Output System (BIOS) is a program that is stored in the read-only memory (ROM). The key function of BIOS is to identify, test, and activate the system devices that are required for the system to function. BIOS is the first set of code that is run when the system is powered on. The BIOS activates all hardware that is required to boot such as: Chipsets. Processors and Caches. System Memory. Internal Drives. Graphics and Audio Controllers. Internal Expansion Cards.

Processor (CPU)

The Central Processing Unit (CPU) is also known as the processor or microprocessor. The CPU is responsible for performing a sequence of instructions of a program by performing basic arithmetic, logical, and I/O operations specified. The form, design, and implementation of the CPU has changed a lot over time but their fundamental operation remains almost the same.Most of the recent CPUs are microprocessors, meaning they are contained on a single integrated circuit (IC) chip. An IC that contains a CPU may also contain memory, peripheral interfaces, and other components of a system. Such integrated devices are called microcontrollers or systems on a chip (SoC). Some systems employ a multi-core processor, which is a single chip containing two or more CPUs called "cores". Array processors or vector processors have multiple processors that operate in parallel, with no unit considered central.

Service Guidelines and Reminder

The Dell Field Service Technicians can use the ESD best practices to provide safe and damage-free service. Start the troubleshooting process before opening a part's sealed packaging. If you have received more than one part, verify the failed component before opening a part's packaging. Many issues can be addressed with the latest version of BIOS. When possible, always download and install the latest BIOS revision before troubleshooting. It is vital to verify the fix. Take extra care to ensure that the problem is solved after troubleshooting and that no other problem exists. Always check and confirm the Service Tag to ensure that you are servicing the correct system.

Inspiron

The Dell Inspiron desktop brings all the basic functions that are required for everyday use for both office work and entertainment.The Dell Inspiron desktop has four different chassis types: Slim, Mini-Tower, All-in-one, Ultra Small.

OptiPlex Desktop

The OptiPlex Line of Business (LOB) contains five chassis types: Micro Tower Small Ultra Small AIO

PC Doctor

The PC Doctor USB solution consists of both the Windows Factory and Bootable Factory packaged into a single diagnostic solution. PC Doctor is only available for Depot and Carry-In-Service (CIS) technicians, it enables them to diagnose the customer system and take necessary and relevant action to fix the issues. Solution The PC Doctor USB solution performs the following actions: Bootable Diagnostics — Runs the diagnostic before booting into the Operating System to identify hardware failure. Windows Diagnostics — Runs the diagnostic inside Windows to identify hardware failure. Individual Diagnostics — Runs the diagnostic on a specific part. Hardware Requirement A USB drive with a minimum size of 2 GB with the PC Doctor solution loaded on it.

PSU

The Power Supply Unit (PSU) supplies power to internal components of a system and are predominantly used on Desktop systems. The Power Supply Unit converts a 110 V to 115 V or 220 V to 230 V into a steady low-voltage DC (DC) usable by the system and rated by the number of watts that it generates. Dell offers several Power Supplies varying in: Physical Size Wattage Connection Types Diagnostic Capabilities A power supply size, wattage, and connection type are tied to the system chassis and application of the particular unit. A Mini Tower system would have large power supply and high wattage rating and additional power connections to meet the demand from Graphic cards and high-end CPUs. A slim line desktop system has a considerable smaller PSU and a lesser wattage rating and fewer power connections equaling the lesser power demands of the system. Dell power supplies also have varying levels of diagnostic capabilities including POST code indicators, Self-Test lights or Self-Test buttons with lights. PSUs job in a desktop is to deliver 12 V, 5 V, 3.3 V DC power to the various components inside the system from the system board to the system fans. In the event of a power failure in any on the voltage rails the desktop produces a system-specific LED/Power button code and fail to complete POST.

Quick Test

The Quick Test is the default test that is run when invoked through F12 boot menu. As a part of Quick test, a subset of devices is diagnosed, which provides important and critical information about wellness of the system.

RTC Reset

The Real Time Clock (RTC) Reset function allows you or the service technician to recover Dell XPS, Latitude, and Precision systems from No POST/No Boot situations. You can initiate the RTC Reset on the system from a power off state while connected to AC power. Press and hold the power button for twenty-five (25) s. The system RTC Reset occurs after you release the power button. The RTC Reset will reset the BIOS to Defaults, unprovision Intel vPro (The IT administrator's vPro account and password on the system will be "unprovisioned," and the system goes back through the setup and configuration process again to connect it to the vPro server.) and reset the system date and time. During the reset process, the system will restart several times and depending on how it is configured, you may see keyboard backlight or other LED indications during the period the power button is held and after it is released. Once the reset is complete, the system should reboot and the Dell Splash screen display indicate reset success. The following items are unaffected by the RTC Reset: Service Tag Asset Tag Ownership Tag Admin Password System Password Hard drive Password Key Databases System Logs. These items may or may not reset based on the custom BIOS setting selections: The Boot List Enable Legacy Option ROMs Secure Boot Enable Allow BIOS Downgrade

Service Tag Location

The Service Tag and Express Service Code are typically located at the bottom of the system (laptops) or the top front of the system (desktops).

UEFI

The Unified Extensible Firmware Interface (UEFI) specification defines a new model for the interface between personal computer operating system and platform firmware. Dell UEFI BIOS implementation supersedes the older BIOS in the portables and desktop products into one single UEFI BIOS. There is no difference in the boot sequence unless the UEFI option is checked in the 'Boot Sequence' setting in the BIOS page.

Isolation Steps: Using ePSA

The enhanced Preboot System Assessment (ePSA) diagnostic tool can be used to troubleshoot no video in two ways. When you activate the ePSA, you get audio tones as it goes through its initial tests.If you hear the tones but see no video, then you can suspect the LCD/Monitor or video card might be the problem.The second reason to use ePSA is to troubleshoot portables with video issues. There is a direct signal that is generated to the LCD that scans through four full screen-colored panels. If you can see the color panels, then the display itself is likely not the cause of the failure.

Memory

The term "memory," meaning "primary storage" or "main memory," is often associated with addressable semiconductor memory, that is, integrated circuits consisting of silicon-based transistors, which are used, for example, as primary storage but also other purposes in systems and other digital electronic devices.There are two main kinds of semiconductor memory, volatile and nonvolatile.Examples of nonvolatile memory are flash memory (used as secondary memory) and ROM, PROM, EPROM, and EEPROM memory (used for storing firmware such as BIOS).Examples of volatile memory are primary storage, which is typically Dynamic Random Access Memory (DRAM), and fast CPU cache memory, which is typically Static Random Access Memory (SRAM) that is fast but energy-consuming, offering lower memory area density than DRAM.

Applying Thermal Pads

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. Using a cleaning pad, clean all debris from the surface of heat sink and processor. Carefully pull the top film liner at a 45-degree angle until it is fully removed. Remove second liner also completely. One side of the thermal pad is now completely exposed. Place the exposed side onto the processor and apply even pressure across the pad. Remove the remaining two liners and then assemble the heat sink to the processor.

Power Adapter

There are three types of AC Adapters that are shipped with Dell laptops and tablets. The location of the power LED, if any, and watts are the distinguishing features. AC Adapter with LED on brick AC Adapter with LED on DC Tip AC Adapter with no LED

Screw Spec Labels and Indicators

To improve serviceability screw holes, connectors, cables are always labeled according to their spec, function, and polarity keyed. Technicians must note these labeling during service and reconnect cables and replace screws correctly. Pull tabs, and release levers are also indicated by the distinctive Dell Blue for quick visual indication. An associated action of either pulling or pushing these tabs and levers are required to disengage serviceable parts from the system.

Processor and Heatsink Module (PHM)

To remove the PHM, the removal sequence starts in the reverse order, with screws 4, 3, 2, and 1.To reassemble the PHM, the screw sequence is 1, 2, 3, and 4.You can see the heatsink label on the heatsink to identify the screw numbering.

LCD BIST Through ePSA

Turn on the system. At the Dell splash screen, tap continuously on <F12> key until the one-time boot menu appears. Using the down arrow key go to the Diagnostics option and press <Enter> key, to start ePSA. At about 15 s after starting the ePSA user hears a beep and a question appears on the system screen, if colors are displayed properly. Press<N> key for No and fail ePSA to initiate LCD BIST. 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: "Video - User reported the patterns were not displayed Continue testing?" This does not by itself mean that the LCD failed; remember that the BIST was deliberately activated by pressing N (No). If the color patterns do not appear, the beeps are low or inaudible, or the video issue is clearly seen during the BIST (that is, 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. If software, settings, and other factors are ruled out, the root cause then could be the video card or system board.

USB

Universal Serial Bus (USB) simplifies the connection between host system and peripheral devices such as mouses and keyboards, external hard drive or optical devices, Bluetooth and many more peripheral devices.

Recovery Key

Users can check the TPM version in BIOS Setup under the security option, as shown below: Some servicing scenarios will require a recovery key to regain access to Windows after the repair was finished. The recovery key is automatically saved to the Microsoft Account (MSA) when the device is encrypted and can be retrieved from https://account.microsoft.com/devices/recoverykey. If you do not see the device that is listed, check if Device Encryption is enabled on the device: Find my BitLocker recovery key.

Removing the PHM

Using the Torx screwdriver, loosen the screw identified with number 4 on the heatsink label. Loosen the other PHM retention screws following the numbered sequence on the label on the heatsink. Lift the PHM away from the system board, and set the heatsink aside with processor side facing up. Place the heatsink with the processor contacts facing up. Insert the flat-head screwdriver into the slot and twist the screwdriver to break the seal created by the thermal paste. Push the retaining clips on the processor bracket to unlock the bracket from the heatsink. Lift the bracket and processor away from the heatsink, and place the processor with the contacts facing down into the processor tray. Flex the outer edges of the bracket to release the processor from the bracket.

Isolation Steps: No Video

Video initializes during the POST process. If the system stops before it completes POST, there may be no video.Because there is no video that is displayed, it can be difficult to determine if the problem is a video or if it is no POST issue. With POST issues, there are other indicators that can be used for isolation, like diagnostic LEDs or beep codes.Sometimes you see video when the system starts up, but the screen might go blank when Windows starts to load.This is caused by driver corruption. A driver is software that allows the operating system to work with a particular piece of hardware. Video Points of Failure There are certain components that are needed for video that includes: A display (often an LCD screen). Portable Display (LCD Panel, LCD cable, and LCD inverter). Power to the display. Graphics adapter (also called a video card). Connection between the external display and the graphics adapt

Vostro

Vostro products offer the following characteristics, which are different from other desktop models: Vostro desktops do not come with quad-pack diagnostic LEDs All Vostro desktops offer optional RAID Legacy Vostro desktops do not have system board LED (flea light) on the system board Optional wirelass for the vostro desktops Offered in slim tower, mini tower, and tower chassis

LED Flashes

What happens when you are having issues with your computer, and the different input speeds and patterns will change and tell you the specifics

Isolation Steps: No Post

When troubleshooting a no-POST issue, your goal is to isolate the problem to one thing. In the case of no POST issues, this will likely be one of the components below: System Memory. Power. Nonessential components such as the hard drive, peripherals, and docking station. Processor. System board. Reseat: Memory modules and expansion cards should be reseated. This means that memory modules or expansion cards should be removed from their sockets and then replaced.Swap: Whenever possible, find a known good part that you can swap with a part that you suspect might be bad.Remove: Whenever possible, remove or disconnect all nonessential components from the system. If the part is not necessary to re-create the problem, remove it.

Touch Control Board

While repackaging an LCD assembly for AIO LCD service parts, always return the touch boards with the LCD assembly. Ensure to pack the old or faulty LCD assembly and Touch Control Board before returning them. Pack the LCD assembly in the large anti-static bag. Pack the Touch Control Board in the smaller bubble wrap. Stick the Touch Control Board bubble wrap to the LCD assembly packaging. Ensure that Dell logo is closer to the open side of the box.

Grease Removal from CPU

Wipe the residual thermal grease using the alcohol cleaning wipes. Clean the surface of the processor and remove all residual thermal grease from the gap between the processor and the load plate.

XPS

XPS is engineered and designed with purpose for ultimate power and expandability. The XPS systems combine sophistication, expansion, and the latest technology, both creating and consuming all types of media. It is used as a creative workstation and a hub for collecting and disseminating media content.The XPS PC provides a best-in-class experience for typical mainstream PC usages—communication, productivity, photo, music, and video.

Points of Failure

You must use your logical thinking and troubleshooting skills to determine if you have a POST or a Power issue. Here we will discuss POST failures.Nonessential POFs are not necessary for the system to complete POST, but they can still cause a problem with POST. Nonessential components can be removed from the system during POST troubleshooting.Remember, while nonessential POFs are not necessary for POST, they are essential for normal system operation

eMMC

eMMC, which stands for embedded Multi-MediaCard, is used as an embedded nonvolatile memory in a system. It is similar to USB Flash drive, SD cards, and SSDs as it uses NAND flash memory technology (type of nonvolatile storage which does not require power to retain data).It has its own controller and is a permanent attachment to the circuit board when compared to other versions of MMC. If it fails, then the circuit board or Printed Circuit Board (PCB) must be replaced, in most of the laptops it is the system board since these are soldered on it. However, on a few systems it is installed as a mezzanine card as well, like Latitude 3190 (as shown in the image below), which can be replaced as a stand-alone component. eMMC is faster and less prone to failures when compared to conventional HDDs due to absence of mechanical parts. Typically, it is available on budget end of laptops, and desktops where user data is stored in cloud. Here are a few examples of systems which have eMMC: Inspiron 11-3162 Inspiron 14 3452 Wyse 5070 Latitude 3190