Beruflich Dokumente
Kultur Dokumente
11/18/2010
Departments:
Authors:
Mahendra Mishra
Contributing
Sources:
Contacting Dell:
To contact Dell regarding issues with this training material, click the following
link: Feedback
.
On-Site Troubleshooting
Welcome - Getting Started
Important Symbols
The following symbols are used to emphasize important notations in this material:
A
NOTE
indicates important information that helps you make better use of your computer.
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A
A
NOTE
indicates important information that helps you make better use of your computer.
WARNING
indicates either potential damage to hardware or loss of data and tells you how to avoid the problem.
indicates important
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On-Site Troubleshooting
Using This Material
Course Introduction
Goal
Please read: This course is a job aid and is not intended to override policy and procedure. This information is provided in order to consolidate known
issues and best practices. No procedure or process in this course is a "job requirement."
The On-Site Troubleshooting training course goal is to provide field technicians with information necessary to verify good and bad parts when
delivering On-Site Services. Although most of this material can be found in various other product courses, a secondary goal is to consolidate the
most meaningful information in one place.
Objectives
Given the information from this course and available tools, students will be able to perform the activities that demonstrate the following objectives
and pass the knowledge check with a score of 80 percent or better.
1. Understand the objectives of on-site troubleshooting.
Create a better customer experience.
Prevent the replacement of good parts.
Properly return unused parts.
2. Be familiar with the most common Troubleshooting Scenarios.
No post.
Overheating and intermittent shutdown.
No boot / OS not found.
3. Understand Built-in Self Tests (BIST).
Hard Drive Short Test (DST Short).
Desktop Power Supply BIST.
Portables LCD BIST.
4. How to launch Diagnostics.
Pre-boot diagnostics (ePSA, PSA and PSA+) and how they can be used to verify a good or failed part.
How to launch Dell 32-bit Diagnostics.
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On-Site Troubleshooting
Course Introduction
Course Introduction
Overview
The table below provides an overview of the On-Site Troubleshooting training module.
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On-Site Troubleshooting
Overview
When to Troubleshoot
Listed below are some tips on before parts replacement and after parts replacement. It is also important to avoid replacing parts just in case,
or just to be safe.
Before parts replacement
2. When you have received more than one part and are able to troubleshoot prior to
replacement.
Action:
Verify the failed component prior to opening sealed b ox or electrostatic
b ag. Check in a logical order b ut generally in the order of commodity
value.
For instance, if dispatched an LCD cable, inverter, and LCD panel--check
each in that order--working from the least expensive to the most expensive
item.
NOTE:
Troubleshooting prior to parts replacement is not always an option. Always follow regional process and dispatch instructions.
1. When the dispatched part did not solve the customer's problem, it may be
necessary to troubleshoot.
2. Sometimes verification of the fix requires you to take extra care to ensure that the
customer's problem is solved and that no other problem exists.
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NOTE:
Many issues can be addressed with the latest version of BIOS. Whenever possible, always download and install the latest
BIOS revision prior to troubleshooting.
Quick Review
Q:1 You should troubleshoot before opening all parts. (Select One)
TRUE
FALSE
Show Answer
Q:2 You should troubleshoot when the dispatch says "replace all parts". (Select One)
TRUE
FALSE
Show Answer
Q:3 You should troubleshoot after parts replacement to verify the system is operational. (Select One)
TRUE
FALSE
Show Answer
Q:4 You should troubleshoot when the part replaced did not solve the customer's problem. (Select One)
TRUE
FALSE
Show Answer
Q:5 Many issues can be addressed by: (Select One)
Uninstalling the operating system.
Downloading and installing the latest version of BIOS.
Replacing all parts "just in case."
Removing and replacing all parts.
Show Answer
On-Site Troubleshooting
When to Troubleshoot
Unused Parts
In Dell different regions have different abilities to process unused parts. This course should in no way override these processes.
The following table provides an overview of how to handle unused parts
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Packaging: You should always verify you need to replace a part before opening its sealed
packaging. For many components, this is an electrostatic bag or envelope.
Is it the right part?: Often, there is enough information on the packaging to identify the part
specifically. For instance, if you are replacing a 450 watt power supply and the
replacement part's packaging label says it's a 250 watt-you have been sent the wrong part
and should not open it.
Labels: If you have been supplied with labels to identify unused or good/bad parts, apply
them prior to parts return. Different regions use different labels. Here are some examples.
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Things to avoid: Even if the part is good, it will be considered defective if:
a. There are pen marks on the part number labels or
b. The electrostatic seal is broken
Quick Review
Q: A part is considered "used" or "consumed" if - (Select One)
There are pen or ink marks on the part or the part's label.
If the antistatic seal is broken.
If you apply any label that says "defective," "consumed," or "used."
All of the presented answers.
Show Answer
On-Site Troubleshooting
Unused Parts
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The Yellow Label is the normal Partner "Good Part" label. This label must be used in the following
circumstances only - "Use this label to return a part if the Outer packaging seal (box) is broken, but
the inner packaging seal (anti static bag) is unbroken".
This indicates to Dell that the part has not been used. Therefore the part is Good and does not
need to go through Dell's testing process.
The Red Label is the normal Partner "Defective" label. This label must be used in the following
circumstances only -"Use this label to return a part if both the Outer (box) and the inner (anti static
bag) packaging seals are broken".
This indicates that the part has been used and should go through Dell's repair and test process.
Use this label even if the part has only been used for diagnostic purposes.
If neither of the seals are broken (the part has not been removed from any packaging) then there is no need to fix either a Red or
Yellow label. The part will automatically be returned as "Good".
On-Site Troubleshooting
Parts Return Process
Memory
Goal
Avoid replacing memory modules needlessly. Like processors, a very high percentage of memory modules received after repair
have no defects.
It is highly UNCOMMON for all memory modules to fail at the same time.
Applicable Products
All
Things you can do:
Also like processors, common-sense troubleshooting can be the fastest way to isolate failures. Do not open the DIMM packaging before
confirming a bad module.
a. Always reseat the memory modules (DIMM), and recheck for a memory error.
b. If there is more than 1 DIMM, remove all but the memory in the first slot.
c. If the error remains, swap out the other DIMM into the same slot.
If the error remains, it's likely a system board (DIMM connector).
If not, then the first module was bad.
d. Only replace the confirmed bad DIMM. Avoid replacing all parts just in case.
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Show Answer
Q:2 A very high percentage of memory modules returned to Dell are good. (Select One)
TRUE
FALSE
Show Answer
Q:3 It is common for all memory modules to fail at the same time? (Select One)
TRUE
FALSE
Show Answer
On-Site Troubleshooting
Memory
Processor
Goal
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Goal
Avoid replacing CPUs needlessly. It is a good idea to keep in mind that processors rarely fail. Greater than
60% of all processor returns have "no trouble found". On many high volume products it is over 80%.
Applicable Products
All
Things you can do:
a. Ensure through event logs (either in BIOS, or the OS) that the system is not shutting down due to
thermal issues.
is in place.
b. In systems that have an on-board speaker you should be looking for any beep codes. This means inducing a problem what would
cause the system to beep (for example removing memory DIMMS).
If the system beeps, the processor is performing basic functions and can likely be ruled out as the source of the issue.
If there are two processors in the system be sure to remove the 2nd processor when testing for beep codes. If you do
hear beep codes, swap proc 1 with proc2 and test again.
c. If unsure between the system board and the processor(s), replace the system board first.
Quick Review
Q: Given that you have been dispatched a processor and a system board. If you cannot determine
which is faulty, which one should you replace first? (Select One)
Processor
System Board
Show Answer
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On-Site Troubleshooting
Processor
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Quick Review
Q:1 ePSA/PSA+/PSA (pre-boot self assessment) diagnostics do not require an installed operating system and are self-contained on
the system board. (Select One)
TRUE
FALSE
Show Answer
Q:2 Where should you check to see if the hard drive is detected? (Select One)
Inside the chassis.
From within the Windows (or other) operating system.
BIOS
The HDD indicator light or LED.
Show Answer
Q:3 How long does it take PSA diagnostics to check the hard drive with the disk short test (DST)? (Select One)
Less than 30 seconds.
Less than 3 minutes.
Less than 6-7 minutes.
30 or more minutes.
Show Answer
Q:4 If PSA says that the hard drive passes and the system will not boot, what is the likely problem? (Select One)
Failed system board.
Corrupt or missing operating system.
Failed hard drive.
Failed memory module.
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Show Answer
On-Site Troubleshooting
No Boot / OS Not Found
If you cannot get compressed air into the exhaust port, place a vacuum hose to the intake port to extract the debris from the
bottom of the system. Limit the duration (short 2-3 second intervals) so as to not cause excessive spooling (RPM) of the fan.
Issue:
Insufficient Thermal Bonding
If the system's thermal solution has been disassembled, ensure that all thermal interface material is in place:
a. Between the CPU and heat sink
Either thermal grease or a thermal pad
b. Between the heat sink and the graphic processor units (GPU) - Portables Only
Ensure that the "colored" pads are in place.
GPU pads are different from CPU pads and are only supplied on replacement heat sinks. They are not separately
orderable. They are spongy and resilient, and can be reused. Shown here is a technician cleaning the CPU pad. To
the right is a red arrow pointing to a GPU pad. There can be several of these on some systems and they can be
green, white or blue.
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Solution:
Replacing Thermal Material for Desktops and Servers
Under normal circumstances, Dell supplies thermal grease and an alcohol swipe in service kits.
1. Use the alcohol swipe to clean the old material from the processor and heat sink surfaces. You may need
to use a plastic scribe to remove hardened material.
2. Use the syringe to apply thermal grease in a swirl pattern as shown here.
Applying Thermal Pads to CPU/Heat Sinks
1. The thermal pad is located inside the white envelope. A cleaning pad is usually shipped with the thermal
pad; however, you can also use isopropyl alcohol and a lint free cloth.
NOTE:
The envelope can be easily mistaken for a label and thrown away. Always look carefully for the thermal pad inside the parts
package.
2. Using a cleaning pad, clean all debris from the heat sink and processor thermal surfaces.
3. Carefully pull the top film liner at a 45-degree angle until removed.
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4. Repeat for the second liner. One side of the thermal pad is now completely exposed.
5. Place the exposed side onto the processor and apply even pressure across the pad.
6. Remove the remaining two liners and then assemble the heat sink to the processor.
NOTE:
You MUST remember to remove all liners prior to assembly.
Some portables use thermal grease instead (for instance, ruggedized). Always use what is dispatched.
Quick Review
Q: Select the reason why a system may shut down intermittently. (Select One)
A dirty heat sink.
A faulty CPU/GPU/Chassis fan.
Missing or inadequate thermal material between heat sink and processor.
All of the presented answers.
Show Answer
On-Site Troubleshooting
System Slow / Shuts Down
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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.
Desktop
Minitower
3. If the LED does not turn green, ISOLATE the power supply by removing internal connectors, power connectors, or the cable harness.
4. Run the BIST again. A green LED means the Power Supply is good. Continue troubleshooting by reconnecting devices one at a time to
identify the failed component (hard drive, optical disk drive, PCI cards, motherboard, etc).
Connector on
System
Connector on System
Green LED =
Connected
7. If the power supply is connected to the system and the LED is still amber, do not automatically assume the power supply is faulty and
replace it.
8. Make sure the connection is fully seated on the system and on the power supply. You should hear a click as the latch engages on the
system.
9. If reseating the connection does not fix the issue, try resetting the power supply. To reset a USFF power supply:
a. Unplug it from the wall outlet and from the system.
b. Allow it to sit for about 2 minutes before reconnecting it to the system.
c. This should resolve the problem. If it does not, then the power supply is over temperature, over current, or not getting power at
all. Refer to step 3 above to isolate internal components.
Quick Review
Q:1 How can you tell that a desktop power supply has a BIST (built-in self test). (Select One)
The operating system will have it in the control panel.
The power supply itself will have a self test button and an LED.
BIOS detects it and shows it in the maintenance section.
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Show Answer
Q:2 If the power supply does not show a green LED after pressing the button, what is next step?(Select One)
Isolate the power supply by removing internal connectors, power connectors, or the cable
harness and then re-test.
Replace the power supply.
Replace the power supply, I/O control board and system board.
Re-test until the power supply passes.
Show Answer
Q:3 When troubleshooting an ultra small form factor (USFF) power supply, it is displaying an amber light. (Select One)
The power supply may not be connected. Reseat the connectors at the power supply on the system.
The power supply may need to be reset by unplugging it from the wall for 2 minutes and then reconnecting.
The power supply may over temperature, over current, or not getting sufficient power.
All of the presented answers.
Show Answer
On-Site Troubleshooting
Power Supply BIST
The Dell Power Tester is a tool that assists field service technicians in accurately testing the power capabilities of a desktop system.
NOTE:
Not all regions use PSU Tester.
Benefits
Here are some of the benefits of using the Power Tester:
Prevents unnecessary power supply dispatches
Improves first-time diagnosis accuracy
Is reliable and easy to use
Helps improve customer experience
When to Use the Tester
Use the Power Tester when you encounter these troubleshooting situations:
The system has no video (no POST/no power)
The power supply is suspect
A peripheral attached to the power supply is suspect
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Features
The power tester has several connectors on it that allow a technician to test various components related to power inside a desktop system. A
number of LEDs along the sides of the power tester indicate whether power is being distributed correctly or not. Each power tester sent to a field
service technician has a techsheet explaining how to interpret the LEDs. Much of the information on this page comes directly from that techsheet.
Device LEDs
On / off button
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6-pin connector
8-pin connector
Action:
For more information on Dell Power Tester Click here
The PS-228 Power Tester features an LCD to show ATX power voltage. The PS-228 Power Tester is easy to plug with ATX power 20/24 pin and
plug in (P4/P6/P8) to show the voltage on the LCD panel. The PS-228 Power Tester is simple, accurate, and easy to use.
Other Key features include :
Easy to check ATX power supply
Aluminum case
Accurate voltage indicator +/- 0.1V (+12V1/+5V/+3.3V/5VSB/+12V2/-12V)
ATX P.G. value display
Lower or higher P.G. values alarm
ATX output connectors check
Lower voltage detected alarm
Over voltage alarm
No voltage detected alarm
The PS228 comes in a simple plastic blister package backed with a cardboard piece with all the specifications and features of the tester.
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4. Reconnect the AC power cable to the back of the power supply. Press and hold the button labeled "ON/OFF" on the tester. The tester
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4. Reconnect the AC power cable to the back of the power supply. Press and hold the button labeled "ON/OFF" on the tester. The tester
emits 2 short audible tones, the power supply fan turns on, and the tester displays all voltages and PG rise time on its LCD window.
NOTE:
If one or more voltages/PG are not displayed, or the power supply fan emits an unusual noise or does not spin, the power
supply is defective.
5. Test the other connectors (one at a time) while leaving in the 20/24 pin and the 4/8-pin connectors. Note the wires on the connector and
verify that the corresponding LEDs are lit.
NOTE:
Only one device can be tested at a time. Also, remember to always leave the P1 and CPU connectors plugged into the tester
while testing other devices. If a corresponding LED is not lit, then the power supply is defective.
Lower (A)
Higher (B)
Min. (C)
Max. (D)
+5V
5.0V
+4.75V
+5.25V
4.0V
6.0V
12V
-12V
-11V
-13V
-10V
-14V
+12V1
12V
11V
+13V
10V
14V
+12V2
12V
11V
+13V
10V
14V
+3.3V
3.3V
+3.14V
+3.47V
2.0V
4.5V
+5VSB
5V
+4.75V
+5.25V
4.0V
6.0V
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+5VSB
5V
+4.75V
+5.25V
PG
4.0V
6.0V
0ms
990ms
Quick Review
Q: Select what is true about hand-held power supply testers. (Select One)
Prevents unnecessary power supply dispatches.
They can be used when a power supply does not have a BIST.
They are not available in all regions.
All of the presented answers.
Show Answer
On-Site Troubleshooting
Hand-held PSU Tester
Show Answer
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On-Site Troubleshooting
After Isolating PSU
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On-Site Troubleshooting
System Board Errors
BIOS Message
The following images provide an overview of Intel RAID BIOS Messages.
As illustrated above any recognized hard drives will be displayed. Use the Port field to help identify a failed hard drive.
RAID 0 Message
A RAID 0 Stripe configuration displays a message as illustrated below just after the Dell logo screen during POST. Use the Port field to help
identify a failed hard drive.
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RAID 1 Message
A RAID 1 Mirror configuration displays a message as illustrated below just after the Dell logo screen during POST. Use the Port field to help
identify a failed hard drive.
On-Site Troubleshooting
BIOS Message
Degraded Mirror
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The error message above appears when one of the hard drives in a RAID 1 mirror array can no longer be seen by the system. Press <F1> to
continue the boot to the operating system. The system continues to operate normally, but no hard drive activity is mirrored to the second drive.
If you see this message, troubleshoot the system to locate the failed hard drive. Once corrected, you must rebuild the mirrored array.
Failed Mirror
The error message above appears when both hard drives in a RAID 1 mirrored array are not recognized by the system. The system does not
boot to the operating system.
Troubleshoot both hard drives. If a mirrored array fails, it cannot be rebuilt. You must delete and create a new mirrored array before installing
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Troubleshoot both hard drives. If a mirrored array fails, it cannot be rebuilt. You must delete and create a new mirrored array before installing
the operating system.
Failed Stripe
The error message above appears when one or more hard drives in a RAID 0 striped array fails. Troubleshoot the indicated failed drive and
correct the error. The system does not boot to the operating system.
If a striped array fails, it cannot be rebuilt. You must delete and create a new striped array before installing the operating system.
On-Site Troubleshooting
NVIDIA RAID Message
RAID 0 Failed
If a RAID 0 Stripe volume fails, the error message illustrated below is displayed. The message gives the status of the volume and identifies any
hard drive the system can see. In the illustration below the only hard drive seen is on Controller 0. Use this knowledge to troubleshoot the hard
drive located on Controller 2.
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NOTE:
Data cannot be recovered from a RAID 0 failure.
If the hard drive has indeed failed, be sure to identify on which controller the bad hard drive is located.
RAID 1 Degraded
If a RAID 1 Mirror volume has a degraded status it displays the error message illustrated below. One of the two hard drives cannot be seen by
the system and may have failed. After a short period of time this message disappears and the system boots normally on the remaining drive.
NOTE:
In a RAID 1 configuration, the system can continue to operate normally on the remaining drive. However, no redundancy is in place and
any further data loss cannot be recovered until the array is rebuilt.
In the illustration above the only hard drive seen is on Controller 0. Use this knowledge to troubleshoot the hard drive located on Controller 2.
Once the problem has been corrected, boot into Windows and use the Intel Matrix Storage Manager software to rebuild the mirror.
If the hard drive has indeed failed, be sure to identify on which controller the bad hard drive is located.
On-Site Troubleshooting
Intel RAID Message
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07/10/2012
Applicable Products
Most Latitudes, PWS, XPS, Studio, Inspiron, Alienware and Vostro products have an LCD BIST. If there is doubt, boot to PSA diagnostics
(directions below). LCD BIST is on the system if the system runs a color bar test and asks "WERE COLOR BARS DISPLAYED?"(y/n).
What is in it for me?
Using an external monitor is NOT adequate troubleshooting. Running the LCD BIST will best determine if the LCD is functional.
There are two ways to run the LCD BIST:
1. Through PSA Diagnostics.
2. Standalone LCD BIST.
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.
Action:
To watch LCD BIST Video Click here
Quick Review
Q:1 You attempted to start the LCD BIST (built-in self test) on a portable system by pressing the "D" key and then the power button, but it
didn't work. What is the other way to start the LCD BIST? (Select One)
There is no other way.
Interrupt the boot sequence with F2 and go the video section.
Interrupt the boot sequence with the F12 key and select Diagnostics.
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Interrupt the boot sequence with the F12 key and select Diagnostics.
Boot to an external USB key that has the LCD BIST.
Show Answer
Q:2 Using an external monitor on a portable system is the best way to troubleshoot to see if an LCD panel
has failed. (Select One)
TRUE
FALSE
Show Answer
Q:3 The LCD has passed the BIST, but there is still a video problem. What other components should be checked and in what order? (Select
One)
System board, Inverter board, LCD cable.
LCD cable, inverter board, system board.
Power button, inverter board, system board.
Coin cell battery, System Board, LCD inverter.
Show Answer
On-Site Troubleshooting
LCD / System Board
ePSA Overview
Dell has introduced a new version of the Preboot System Assessment Plus (PSA+) Diagnostics called the Enhanced PSA Diagnostics. While the
PSA+ Diagnostics concept is not new, the functionality of the ePSA version is.
NOTE:
ePSA began shipping on new products, generally from March 2011, and is embedded in BIOS. For older products, a version of ePSA can
be used from a bootable USB key. Please refer ePSA on a USB Key
for instruction and download files for the USB key version.
When launched, ePSA will automatically do a quick test of all system components in 5-7 minutes.
The following tabs provide an overview of the New features, steps to run the test and Modes in ePSA Diagnostics.
New features
Launching ePSA
Dell ePSA (Enhanced Preboot System Assessment) introduces the following new features over the existing PSA+.
Graphical User Interface.
Automatic Default Operation- runs test on all devices, allowing a user to interrupt and select any device.
Checks the Master Boot Record for readiness to boot into a full OS environment.
Notebook panel test (notebooks only)
Video memory test
Battery test (notebooks only)
Charger test (notebooks only)
Fan test
Event log scan
Multiprocessor cache test
Configuration - displaying cable connectivity and Bluetooth, WLAN, WWAN devices installation status.
System Health - displaying fan, battery, thermal, connectivity indicators
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For systems containing the diagnostics embedded in the ROM or on an internal storage, access them via boot menus.
Power the system ON and then press the F12 key (F10 on servers) during the boot process to get to the BIOS Boot Menu. It may be necessary to
repeatedly press the key during the boot process to get the BIOS to recognize the key at the correct time.
Use the keyboard up and down arrow keys to select Diagnostics on the menu and press the Enter key. ePSA begins by checking an area in
system memory to ensure it is suitable for loading and execution. ePSA then loads itself into the verified memory area. Once loaded, ePSA begins
high level diagnostic algorithms on all system memory to ensure integrity. ePSA next creates a graphical menu listing all discovered devices in the
system.
NOTE:
Once user exits the diagnostics, a system restart may be required.
If you would like to use the diagnostics from external media, you will first need to create bootable USB key
ePSA can be launched by any of the following methods Tap F12 during startup
Scroll down and select Diagnostics
or, Scroll to and select USB Storage Device (make sure the key is inserted first)
A Notebook Diagnostic menu is shown below -
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The following list shows the tests that ePSA is capable of running. However, some tests are applicable to portables and some to desktops.
Desktops and Notebooks ePSA screens have three (3) windows:
2. Control Window
The Control window is near the bottom-right of the screen. The Control window has a small check box labelled Thorough Test Mode. Checking this
box maximizes the intensity and length of the diagnostics. To the left is the Completion Bar which fills from 0% to 100% as tests run to completion.
The Run Tests button is clicked to start selected diagnostics. The Exit button will exit ePSA and allow a reboot of the system. At the lower-right is a
box with the ePSA Build version number.
3. Status Window
The Status area is the large pale green window with selectable tabs. The tabs present depend on the system. Clicking these tabs will display the
data associated with the tab. Clicking on the tabs in the Status window will show the following:
Configuration Tab - This window displays detailed configuration and status information about all devices that ePSA has discovered about
the system.
Results Tab - The Results window displays all tests that have been executed, their activity and results for each test.
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System Health Tab - The System Health tab is usually the default tab that is active when the diagnostics are started and provides an up-tomoment overview of how the system is performing. Typically, this display will contain information about the battery (or power supply), fans,
and thermal data. ePSA displays the Current reading along with the Highest and Lowest readings observed for the sensor.
Event Log Tab - This tab appears when the system contains at least one of the event logs that the diagnostics can detect.
The Status column contains a green check mark
for informational items or a warning icon
if the item needs additional attention.
The Source column indicates which log the item was taken from. EPSA can read:
BIOS - System log available on many notebooks and desktops
DIAG - Diagnostic log supported on many systems. Many diagnostic products can write to this log.
IPMI - Intelligent Platform Management Interface typically found on server systems.
DMI - BIOS log exposed via SMBIOS.
BSM - System BIOS log supported on some server systems.
SPD - Serial Presence Detect found on memory dimms. The log depends on the BIOS.
The TimeStamp column helps to determine the order that the items were created in the log. Note that items are collected from multiple
sources, so they may not be in order. Some event logs also have special values such as "boot time" that do not translate to a specific date
and time.
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Help Screen Tab - Pressing the ESC (Escape) key enters the Interactive Mode. When in the Interactive Mode, pressing the F1 function key
will present the help window shown below. This window contains a synopsis of each window and menu. It also shows keyboard keys for
navigating in ePSA.
Flash images below show a series of ePSA Diagnostics progress demonstration. Test results will vary for different system configuration.
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Quick Review
Q:1 ePSA, PSA and PSA+ are diagnostic programs that reside where? (Select all that apply)
On support.dell.com.
CD in a system board kit.
BIOS.
On the hard drive.
On a USB key.
Show Answer
Q:2 ePSA will automatically do a quick test of all system components in 5-7 minutes. (Select One)
TRUE
FALSE
Show Answer
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On-Site Troubleshooting
ePSA Overview
Troubleshooting
If you run the key creation process and the key does not work:
You cannot call tech support, you must run through the Create Key process again.
If you suspect a bad key, use normal OS tools to format and write to the drive. If it works properly, run through the Create Key process
again.
The following tabs provide more information on ePSA Diagnostics.
Key Creation
Running ePSA
Additional Information
The program used to create a bootable key has been replaced and the process has changed. It no longer includes making bootable CDs/DVDs.
1. Download and unzip the zip file
to your c: drive. We recommend that you unzip to a root directory to speed up directory navigation in the
next steps. For more information refer the troubleshooting course link
.
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Go to the folder where you extracted the files (C:\svcfd by default) and run svcfd.exe
(You must have administrative rights to successfully run the application).
Insert a USB flash drive and within a few seconds it will appear in the drop down box on the application dialog box. Select the proper drive
from the drop down being very careful if more than one flash drive is connected.
WARNING:
ALL DATA ON THE SELECTED FLASH DRIVE WILL BE ERASED!
4. Click the OK button to create a bootable flash drive containing the service diagnostics. A command window will open. Verify the correct drive
then hit enter to format and copy files to the drive. Press enter again when done after verifying there were no errors.
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ePSA Overview
Dell has introduced a new version of the Pre-boot System Assessment (PSA) Diagnostics called the Enhanced PSA Diagnostics (ePSA). ePSA is
included with products that began selling in March 2011, embedded in BIOS. No key is needed for those systems.
However, an external version of ePSA has been tested on 140 older products. Although these products may already contain PSA/PSA+, ePSA
should be used whenever possible because it contains the latest and additional tests available from Dell.
Quick Information
ePSA auto-starts immediately, note the progress bar at the bottom.
They can be stopped at any time using the ESC key.
The autostart tests complete in 5-7 minutes.
CPU0 CPU1, etc., are cores not number of processors.
OBIST refers to optical drive built-in self-test.
HDD DST (hard drive self-test) runs in background during the memory tests and will display pass/fail at the end of the memory tests.
NOTE:
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ePSA does not support SCSI and SAS controllers and any attached HDD's at this time.
Fan Speeds and Thermal Readings: These readings are different from model to model and we do not provide good/bad readings. For field
service, if the fans speeds show good variance, they are likely working properly. If you see varying CPU temperatures and they level off,
again, likely good.
The configuration tab is very useful for seeing what is installed.
You can select any commodity on the left and then run Extended Tests.
Feedback
We are interested in improvements to ePSA functionality and encourage feedback via the DTT tool within the
DCSE OnSite Troubleshooting Course
container.
Please click on the link to review the Legacy systems USB key will support Supported Platforms
On-Site Troubleshooting
ePSA on a USB Key
Error Messages
It bears repeating that errors require a response. Responding Yes means to continue testing with the next device. The No response means to
stop testing and enter the Interactive mode. Selecting Retry means to ignore the error and repeat the last test. Errors cause an interactive
popup window to appear such as shown below:
Advice Tables
Advice Tables are designed to assist in getting customers back on track quickly. They are divided into sub-system categories. The tables
combine displayed error numbers and messages with a recommended remedial course of action. The tables are divided into four (4) columns:
Beep-Code/Error Number is a designation that fully identifies the program and message. Using the first error number under Battery
below as an example, the 2000 is an identifier for ePSA and 0131 is the beep-code/error-number portion. The leading 0 in 0131 means
that the message is eligible to become a beep message. Whether ePSA will audibly issue a beep-code for an error depends on whether
the underlying problem is determined to be a hardware error. However, if the beep-code/error-number begins with 8, the message will
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the underlying problem is determined to be a hardware error. However, if the beep-code/error-number begins with 8, the message will
never be used with an audible beep code.
Error Message presents the body or text of the message. These messages may contain variable numbers and strings that are indicated
by (d), (x) or (s) indicating a decimal or hexadecimal number or a string of characters.
Action to be Taken outlines a specific course of action that should remedy the problem.
Conclusion offers information as to what part is involved, tips or advice. Retry the diagnostics after a part replacement to evaluate it.
After replacing a part, Dell recommends running pre-boot diagnostics to verify that the part is installed correctly and functioning within
tolerance.
System Tests
Table below shows Error number description together with recommended action as well as the conclusion of the error number.
NOTE:
Whether ePSA will audibly issue a beep-code for an error depends on whether the underlying problem is determined to be a hardware
error. However, if the beep-code/error-number begins with 8, the message will never be used with an audible beep code.
NOTE:
Suggested TSS (Technical Support Specialist)'s action and DSP (Dell service provider)'s action are included in the table.
System Board
Error Number
Error Message
Action to be Taken
Conclusion*
ePSA 2000-0111
System Board
ePSA 2000-0112
System Board
ePSA 2000-0212
System Board
ePSA 2000-0213
CMOS battery
System Board
ePSA 2000-0221
System Board
ePSA 2000-0232
Reserved
ePSA 2000-0233
System Board
ePSA 2000-0234
System Board
ePSA 2000-0235
Reserved
ePSA 2000-0241
System Board
ePSA 2000-0242
System Board
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Touchpad (Portables)
Touchpad
Error Number
Error Message
Action to be Taken
Conclusion*
ePSA 2000-0313
Connections/cablesTouchpad
System Board
Error Message
Action to be Taken
ePSA 2000-0411
Reserved
ePSA 2000-0412
Reserved
ePSA 2000-0413
Reserved
ePSA 2000-0414
Reserved
ePSA 2000-0415
Conclusion*
BIOS
Secure cables at headers. Replace any
damaged cables or devices.
The cables test will pass if all required
cables are properly installed but fails if
any required cable is not in the expected
state
The user should view the configuration
information and determine if any optional
items that were purchased are showing
as Not Installed, and should be Installed.
Then check the hardware to be sure the
device is properly attached in the system.
System Board
ePSA 2000-8415
N/A
Boot Path
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07/10/2012
Boot Path
Error Number
Error Message
Action to be Taken
Conclusion*
ePSA 2000-8165
Reinstall or
update OS
ePSA 2000-8166
Reinstall or
update OS
Error Message
Action to be Taken
Conclusion*
ePSA 2000-0141
Hard Drive
System
Board
ePSA: Hard Drive (d) - S/N (s), self test unsuccessful. Status = (x)
ePSA 2000-0143
Reserved
ePSA 2000-0144
Reserved
Hard Drive
System
Board
ePSA 2000-0145
ePSA: Hard Drive (d) - S/N (s) - self test did not complete
Hard Drive
System
Board
ePSA 2000-0146
ePSA: Hard Drive (n) - S/N (s) - self test log contains previous errors
Hard Drive
System
Board
ePSA 2000-0148
Reserved
ePSA 2000-0149
Reserved
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ePSA 2000-0149
Reserved
ePSA 2000-0150
User Error
Warning message but cabling or
connectivity may be an issue.
Reflash latest BIOS.
Hard Drive
System
Board
ePSA 2000-0151
ePSA: Hard Drive (d): S/N (s) - incorrect status: (x) - (s)
User Error
Re-run the test
Check cables and connections
Reflash latest BIOS.
Hard Drive
System
Board
Error Message
Action to be Taken
Conclusion*
ePSA 2000-0147
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
User Error
Re-run the test
Re-flash latest BIOS
Re-seat OD to system board.
Optical
Drive
System
Board
Error Message
Action to be Taken
Conclusion*
ePSA 2000-0331
Cables
Video Card
System Board
DSP:
Power down system, disconnect
and reconnect
LCD cable. Retry the diagnostics.
If no
error occurs then its a cable or
connector issue.
If problem persists, check latest
BIOS
ePSA 2000-0332
Cables
Video Card
System Board
ePSA 2000-0333
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Video Controller
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Video Controller
System Board
LCD BIST available & Graphics not
visible
LCD cable or panel
Video Controller
System Board
LCD BIST not available & Graphics
visible
Keyboard or keyboard cable
System Board
Graphics not visible
LCD or LCD cable
System Board
ePSA 2000-0334
Error Message
Action to be Taken
Conclusion*
ePSA 2000-0321
LCD cable
LCD panel
System Board
ePSA 2000-0322
LCD cable
LCD panel
(inverter/controller)
System Board
ePSA 2000-0323
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Reserved
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ePSA 2000-0324
ePSA: LCD panel - user reported LCD BIST colors were not
displayed
LCD cable
LCD panel
(inverter/controller)
System Board
ePSA 2000-0325
LCD cable
LCD panel
(inverter/controller)
System Board
ePSA 2000-0326
LCD cable
LCD panel
(inverter/controller)
System Board
ePSA 2000-0327
LCD cable
LCD panel
(inverter/controller)
System Board
ePSA 2000-0328
LCDcable
LCD panel
(inverter/controller)
System Board
Battery (Portables)
Battery
Error Number
Error Message
Action to be Taken
Conclusion*
ePSA 2000-0131
Battery
ePSA 2000-0132
ePSA: Battery -The battery is reaching the end of its usable life
Battery
AC Adapter
Charging Circuit
Board
System Board
ePSA 2000-0133
Battery
AC Adapter
Charging Circuit
Board
System Board
Charger (Portables)
Battery Charger
Error Number
Error Message
Action to be Taken
Conclusion*
ePSA 2000-0134
Battery
Charger
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ePSA 2000-8135
Battery
Charger
ePSA 2000-8136
User Error
The charger has not been removed as directed
remove the charger.
Check for latest BIOS.
N/A
ePSA 2000-8137
User Error
Re-seat battery.
Check for latest BIOS.
Battery
Charger
ePSA 2000-0137
User Error
Re-seat battery.
Check for latest BIOS.
Battery
Charger
Error Message
Action to be Taken
Conclusion*
ePSA 2000-0511
Fan(s)
System
Board
ePSA 2000-0512
Fan(s)
Systems
Board
Error Message
Action to be Taken
Conclusion*
ePSA 2000-0123
Memory
DIMMS
System
Board
Processor
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Event Log
Error Number
Error Message
Action to be Taken
Conclusion*
ePSA 2000-0251
Event Log
provides
various
BIOS and
Diagnostic
events.
On-Site Troubleshooting
Error Messages
PSA, PSA+
Depending on the system, PSA versions have a GUI look and feel very similar to the Dell 32-bit Diagnostics while others still have the same
text-based interface as the original PSA Diagnostics.
Launching the PSA+ Diagnostics
Launching the PSA+ Diagnostics does not change from the original version. There are two ways to launch this utility:
Hold down the <FN> key while pressing the power button to turn on the system.
Press <F12> 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
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PSA+ Diagnostics
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Quick Review
Q: What are the two ways to start PSA diagnostics? (Select One)
Press F2 to interrupt the boot sequence.
Press F12 to interrupt the boot sequence OR Press the Fn and then the power button.
Boot to an external USB key that has PSA.
Press the Fn and then the power button.
Show Answer
On-Site Troubleshooting
PSA, PSA+
PAID
PAID (Platform Advanced Integrated Diagnostics) is a method and set of tools used to improve the diagnostics capabilities
of Dell platforms. The goal is to provide improved tests and features that better detect and isolate problems for
customers and technicians. PAID features interconnect loopbacks, low-level control of LCD BIST, and a few other tools,
which are outlined below. Access the PAID features through the system BIOS and PSA and 32-bit Dell Diagnostics.
PAID is not a replacement for existing diagnostic tools. The POST, PSA, PSA+, and Dell 32-bit Diagnostic interfaces are used
and display the results of what PAID tests in the form of beep codes, LED codes, and error messages.
PAID is not available on all systems, and all PAID features are not available on all systems. For systems that include PAID, only the features
relevant to the platform are included. The following table outlines this in better detail.
PAID Features
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LCD BIST enable control Enabling of the LCD BIST controlled by the
Auxiliary LCD cable detect Loopback on auxiliary connector to LCD
system's embedded controller. The LCD BIST can be enabled in very
to indicate the cable is properly connected.
low power states, for example, without the GPU or CPU functional.
Mini-Card detect Two card detects from each Mini-Card to indicate
if the card supports a USB and/or PCIe interface.
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controller and power supply are the only items that must be functional to enable the LCD BIST.
The improved access to the LCD BIST helps isolate no-POST/no-video problems by allowing the user to enable BIST mode for the LCD panel
even when other components of the system are nonfunctional.
Show Answer
On-Site Troubleshooting
PAID
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NOTE:
If you see a message stating that no diagnostics utility partition has been found, run the Dell Diagnostics from the Drivers and
Utilities media.
4. Press any key to start the Dell Diagnostics from the diagnostics utility partition on your hard drive.
Starting the Dell Diagnostics From the Drivers and Utilities Media
1. Insert the Drivers and Utilities media.
2. Shut down and restart the computer.
3. When the DELL logo appears, press <F12> 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 <Enter>.
5. Select the Boot from CD-ROM option from the menu that appears and press <Enter>.
6. Type 1 to start the CD menu and press <Enter> 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.
3. If you run a test from the Custom Test or Symptom Tree option, click the applicable tab described in the following table for more
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3. If you run a test from the Custom Test or Symptom Tree option, click the applicable tab described in the following table for more
information.
Tab
Function
Results
Displays the results of the test and any error conditions encountered.
Errors
Displays error conditions encountered, error codes, and the problem description.
Help
Describes the test and may indicate requirements for running the test.
Displays the hardware configuration for the selected device. Dell Diagnostics obtains configuration information for all
Configuration devices from System Setup, memory, and various internal tests, and it displays the information in the device list in the left
pane of the screen. The device list may not display the names of all the components installed on the computer or all
devices attached to the computer.
Parameters
4. Close the test screen to return to the main menu screen. To exit Dell Diagnostics and restart the computer, close the main menu screen.
Action:
For Dell 32 Bit Diagnostics Job Aid Click here
On-Site Troubleshooting
Dell 32 Bit Diags
PC Checkup by PC Doctor
PC Checkup which is integrated into Dell Support Center 3.1 includes extensive diagnostic tools. The user interface is exactly the same as
what is available on Dell Support Center 3.0.
NOTE:
Only those devices that are detected by the system can be tested by PC Checkup. Any device that is disabled either in the BIOS or
Device manager will not be visible to PC Checkup and hence cannot be tested using PC Checkup.
Dell Support Center 3.1 introduces the concept of error codes that are unique to each diagnostic test failure. When a diagnostic test fails, the
test results page and test log will contain an error code that is unique to the service tag of the system. This is done by using a fixed error code
to represent the diagnostic test and a dynamic portion generated by the system.
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To verify that an error code was generated by the system in question, the following steps must be performed:
1. Open a web browser and navigate to: https://dell-rma.pcdsupportcenterplus.com/user_session/new
form.
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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.
On-Site Troubleshooting
PC Checkup by PC Doctor
Owner
Page
Requested By
Reviewed By
Approved By
Date: 2011-09-08
Owner:
Page: USB.asp
Change
Mahendra Mishra
Date: 2011-06-08
Owner:
Mahendra Mishra
Page: USB.asp
Approved By: Santosh T
Changes: Added ePSA on a USB Key page along with minor edits on other pages.
Date: 2011-03-29
Owner:
Mahendra Mishra
Date: 2010-12-17
Owner:
Mahendra Mishra
Date: 2010-11-18
Owner:
Mahendra Mishra
Page: All
Approved By: Santosh T
On-Site Troubleshooting
Document History
On-Site Troubleshooting
Document Outline
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