3236

Review Points
Dell offers a wide range of desktops, notebooks, tablets, and Chrome products.
Dell desktop portfolios include OptiPlex, Inspiron, Vostro, Precision, XPS, and
All-in-One.
Dell notebook portfolios include Inspiron, Latitude, Vostro, XPS, and Precision.
Dell tablet portfolios include Windows- and Android-based tablets.
Dell Chrome portfolios include Chromebook and Chromebox
Review points
In this module we have learned about:

Basic Input/Output System (BIOS) is a program stored in the read-only memory
(ROM), which is the first set of code that is executed when the computer is
switched on.
BIOS activates all hardware required to boot up the computer.
The UEFI (Unified Extensible Firmware Interface) specification defines a new model
for the interface between PC OS and platform firmware.
To enter BIOS/Setup on the Dell Desktop and Laptop systems - Restart the computer.
When the Dell logo appears, tap the F2 key until the message Entering Setup appears
or tap the F12 key to access the one time boot menu.
To access BIOS on Dell Venue Pro Tablets - Press the Power button on the tablet,
before the Dell Logo is displayed, press the Volume Down button to get into System
Setup.
FastBoot is the Pre-Boot environment of Android that starts before Android.
On a Dell Venue tablet Factory Data Reset wipes out all applications/widgets and
other data except factory installed applications/ widgets and Images.
Review Points
1. LEDs and Diagnostics

Sample diagnostics indicators for notebook computers
Sample diagnostics indicators for OptiPlex computers
Sample diagnostics indicators for Precision Workstations
Sample diagnostics indicators for Precision Workstations
2. Enhanced Pre-Boot System Assessment (ePSA)

New features over the existing PSA+
Enhanced EPSA
Launching the Dell ePSA Diagnostics
Forced ePSA
3. Platform Advanced Integrated Diagnostics (PAID)

Features of Platform Advanced Integrated Diagnostics (PAID)
How to check for PAID
4. PC Doctor: For Carry-in Service Technicians
Introduction of PC Doctor
Actions performed by PC Doctor
5. My Dell
Features of My Dell 3.3
Launching My Dell
Tools for Memory Diagnostics
MemRx
MemRx will identify and mask 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 hand 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.
MpMemory
MpMemory is solely dedicated to testing the memory on the computer;

MpMemory stands for Multiple-Processor Memory.
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
time taken to run this is too long, 12-16 minutes per GB.
The tests avoid the 4 GB limit allowing testing up to 64 GB of memory.
Isolation Steps
Hard drive failures can be confirmed by running ePSA, without confirming the issues
do not replace the part. Field service technician should follow the below steps and
confirm failure before part replacement.
1 | Isolation Steps 1: Boot Issues Considerations

Run the hard drive self-test from ePSA.
Running the hard drive self-test is 90% effective and takes less than 7 minutes
regardless of the size of the hard drive.
This will help in avoiding unnecessary replacement and repeat dispatch.
2 | Isolation Steps 2: Boot Issues - Troubleshooting Steps
Turn on the system and press <F2> key for entering into BIOS.
Using the down arrow key navigate to hard drive field.
If hard drive is not detected, shut down the system and reseat hard drive
connector.
If hard drive is detected, restart the system and run ePSA, (follow the steps A
through E to run ePSA).
Overheating of system cam result is system shutdown or it might even slow down the
performance of the system.
Isolation Steps
Isolation Steps 1: Overheating and Intermittent shut down
Overheating and intermittent shut down may be caused when debris or dust clog the
fan exhaust port. This is especially notices on systems operating in a dusty
environment.
Clean the clogged parts by blowing air directly into the fan exhaust port (either
by blowing with mouth or using compressed canned air).
The air must be sent directly into the heat sink vents. This is always on the
sides or back of the machine.
Limit the duration of compressed air (short 2-3 second intervals) to avoid
excessive spooling (RPM) of the fan
If you cannot get compressed air into the exhaust port, place a vacuum hose on the
intake port to extract the debris from the bottom of the system.
Isolation Steps 2:Insufficient Thermal Bonding

If the system's thermal solution (heat sink) is disassembled, ensure that all
thermal interface material is in place:
Between CPU and heat sink, ensure thermal grease or a thermal pad is in place.
Between the heat sink and the graphic processor unit (GPU) - Portables only,
ensure colored pads are in place.
Note:
GPU pads are different from CPU pads and are only supplied on replacement heat
sinks.
They are spongy and resilient and can be reused. There can be several of these on
some systems and they can vary in colors, like green, white or blue.
These pads cannot be ordered separately..
Applying Thermal Gel

Replacing thermal material for desktops and servers
Dell supplies thermal grease and an alcohol swipe in service kits.
Use the alcohol swipe to clean the old material from the surface of processor and
heat sink. You may need to use a plastic scribe to remove hardened thermal
material.
Use the syringe to apply thermal grease in a swirl pattern. (As shown in tne
picture)
Applying Thermal Pads

Applying Thermal Pads to CPU/heat sinks
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.
Note:
The envelope can be easily mistaken for a label and thrown away. Always look
carefully for the thermal pad inside the parts package.
You must remember to remove all liners prior to assembly.
Some portables use thermal grease instead. Always use what is dispatched.
Desktop PSU BIST

Verify the external power source or wall socket.
Verify the intermediary or connecting devices such as extension cords or surge
suppressors.
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.
Check the Built in Self-test (BIST) test button and LEDs on the Power Supply:
If Built in Self-Test fails, remove connectors from Power Supply and other
components then rerun test.
If the LED glows, the attached connectors are shorted or the component attached to
the connector is shorted.
If the LED does not glow, the Power supply is defective.
Power Adapter BIST

Isolation Steps 1: Verifying Power Source & Power Adapter
Verify the power source with another electrical device.
Verify that the power adapter works after unplugging it from the computer but
keeping it plugged into the outlet.
Most power adapters have a simple diagnostic LED (Off, Green or Blue) for
troubleshooting:
Green and Blue color indicates adapter is working fine.
If LED is off, reseat the connectors on the power adapter and the system and swap
power cord with known good power adapter if possible.
Isolation Steps 2: Reseating the Connection

If reseating the connection does not fix the issue, try resetting the power
adapter.
Unplug adapter power cord from the wall outlet and from the system.
Keep it ideal for about 2 minutes so it will reset.
Reconnect adapter to the system and to the wall outlet.
If the LED is not glowing, may be adapter is faulty and further troubleshooting
If adapter works fine after reseating
Isolate the power adapter issue by removing internal connectors, power connectors,
or the cable harness to identify whether any of these components are causing this
issue.
Continue troubleshooting by reconnecting devices one at a time to identify the
failed component (like hard drive, optical disk drive, daughter boards etc.).
System Board
System board issues can be identified with the help of various indicators like
diagnostics LEDs, power button LEDs and beep codes.
Isolation Step : By Removing Memory Modules
Easiest way to verify the functionality of system board is by removing the memory
module. If 4 beeps are not heard while turning on the system then the system board
is faulty.
System Board Errors
Main Causes
BOOT MODE and SATA Operation options in the System BIOS are the primary reasons for
a No Boot issue after system board replacement, provided there is no hardware
failure with System Board and Hard Drive.
If the technician can access BIOS before parts replacement, it is advisable to
note down current setting in BIOS on a piece of paper PRIOR to replacement. (Highly
Recommended).
If the system is not functioning before System Board replacement and the
technician cannot access the BIOS and retrieve the settings from the Original
System Board, perform the steps provided in to following pages.
Changing the BIOS options

Change the following BIOS options in
http://prm.dell.com/content2/cninv000000000038514/consumer/Girish/Windows_10/Window
s10_Reference_Content/FS_UEFI.htm
- Windows 7
SATA Operations AHCI (RAID ON if system has a RAID CARD or if RAID is configured
on the system)
Boot Mode Legacy
Secure Boot Disabled
Boot Sequence Set the Hard Drive (with the Operating System installed) as the
Fist Boot Device
- Windows 8/8.1
on the system)
Boot Mode UEFI
Secure Boot Enabled (Change it to Disabled if it does not boot)
Legacy ROM Enabled
Fist Boot Device
- Windows 10
on the system)
Boot Mode UEFI
Secure Boot Off
Legacy ROM Enabled
Fist Boot Device
Introduction
Display problems should be isolated to the monitor/LCD, cable or the video adapter.
For desktop monitors always check that the cable is secure and the pins are
aligned.
Common symptoms for LCD/monitor or video adapter failure includes:
Caps lock, num lock, and scroll lock LEDs respond to their respective keys even
though the display remains blank.
Windows start-up sounds play, but the display remains blank.
The display is jittery, distorted, or flickers and powering up or down.If the
display is working but is displaying distorted lines, restart the system in safe-
mode or safe-mode with basic video drivers. Software-related problems can be
eliminated in safe mode.
Isolation Steps
- Isolation Steps 1: Basic verification of power source and connections
Verify the external power source or wall socket.
Verify the intermediary or connecting devices such as extension cords or surge
suppressors.
Swap the power cord/adapter and video input cable
- Isolation Steps 2: Monitor Self-Test operation
Turn off both your computer and the monitor.
Unplug the video cable from the back of the computer. To ensure proper Self-Test
operation, remove all video cables from the back of computer.
Turn on the monitor. The floating dialog box should appear on-screen (against a
black background) if the monitor cannot sense a video signal and is working
correctly. While in self-test mode, the power LED remains blue. Also, depending
upon the selected input, one of the dialog boxes shown below will continuously
scroll through the screen.
This box also appears during normal system operation if the video cable becomes
disconnected or damaged.
Turn off your monitor and reconnect the video cable; then turn on both your
computer and the monitor.
Table below shows possible messages you will see when the input cables are not
connected.
- Isolation Steps 3: Monitor Built-in Diagnostics
For those monitors that support built-in diagnostics, check the respective monitors
troubleshooting section for detailed instruction for launching the built-in
diagnostics.
Dell UZ2x15H series Flat panel monitor is used here as an example
1 Ensure that the screen is clean (no dust particles on the surface of the
screen).
2 Unplug the video cable(s) from the back of the computer or monitor. The monitor
then goes into the self-test mode.
3 Press and hold Button 3 and Button 6 on the front panel simultaneously for 2
seconds. A gray screen appears.
4 Carefully inspect the screen for abnormalities.
5 Press Button 3 on the front panel again. The color of the screen changes to red.
6 Inspect the display for any abnormalities.
7 Repeat steps 5 and 6 to inspect the display in green, blue, black, white and
text screens.
8 The test is complete when the text screen appears. To exit, press Button 3
again.
Isolation Steps 1: LCD BIST

Most Notebooks have an LCD BIST which runs independently of the video controller
which can be run through:
ePSA Diagnostics
Standalone LCD BIST
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 navigate to the Diagnostics option and press <Enter> key,
to start ePSA.
At about 15 seconds after starting the ePSA user will hear a beep and a question
will appear 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 the LCD failed;
remember the BIST was deliberately activated by pressing N (No).
Note: You will always get the error codes 3-3-3 or 3-3-4 for deliberately having
failed the BIST. When you get these codes, do not replace any hardware
If the color patterns do not appear, the beeps are very low or inaudible, or the
video issue is clearly seen during the BIST (i.e., lines on screen), the LCD BIST
fails and you can replace the LCD.
If the beeps and flashing color patterns appear without any distortion, the LCD
should be fine. Do not replace the LCD. Provided that software, settings, and other
factors are ruled out, the root cause then could be the video card/motherboard.
Standalone LCD BIST
Hold down the "D" key and press the power button.
The system will immediately launch the LCD BIST.
Note: For the Latitude E-series, if the LCD BIST passes, but the ePSA specifically
fails only during the inverter test, you can replace just the inverter.
Isolation Steps 2: LVDS Cable

Prior to LCD replacement, always check LCD cables for good connection. If in
doubt, re-seat and re-check.
If inverter or converter board is also dispatched, they should be tried prior to
LCD replacement. (As with all multi-part dispatches, try and eliminate the least
expensive commodities first.)
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 unnecessarily.
Isolation Steps 3: External Monitor

Using an external monitor is not adequate troubleshooting; however, the use of an
external monitor can help isolate a display problem.
If the problem resolves on the external display, it is likely the LCD.
If the problem persists on the external display, it is likely the video adapter.
No Post No Video
Source of Failure
If a problem occurs during POST, one or more of the following may indicate the
source of failure:
Diagnostic LEDs on the back of a desktop system, or the top/front of a portable
system.
Power LED on the front of a desktop or portable system is solid or flashing.
Beep codes emanating from the system speaker
Error messages displayed on the monitor
Examination of these indicators may allow immediate diagnosis of the problem.
Should the indicators be ambiguous or unlisted, you should still be able to use the
Three-Step Troubleshooting Method to narrow down the list of possible causes.
Point of Failure
The points of failure (POF), there are some essential POFs. These POFs are critical
for the computer to POST.
You will need to 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 computer to complete POST, but they can
still cause a problem with POST. Nonessential components can be removed from the
computer during POST troubleshooting.
Remember, while nonessential POFs are not necessary for POST, they are essential
for normal computer operation.
Isolation steps : No Post

When troubleshooting a no-POST issue, or any other kind of computer 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 computer. If the part is not necessary to recreate the problem, remove it.
Isolation steps : No Video

Video initializes during the POST process. If the computer stops before it
completes POST, there may be no video.
Because there is no video being displayed, it can be difficult to determine if the
problem is a video issue or a POST problem. With POST issues, there are usually
other indicators that can be used for isolation, like diagnostic LEDs or beep
codes.
Sometimes you will see video when the computer starts up, but the screen might go
blank when Windows starts to load.
This is usually caused by driver corruption. A driver is software that allows the
operating system to work with a particular piece of hardware.
Video Point of Failures

Certain components are needed for video. These include:
A display (often a CRT monitor or 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 adapter
Desktop No Video Isolation

Isolation steps : No Video
Desktop Isolation
Below are a few no video troubleshooting tips:
Use the User Guides to find the settings for the display.
Brightness/Contrast
Meaning of yellow and blinking monitor power LED
Self-Test
If customers have a second computer, they will usually have another working
display that they are willing to swap with the problem computer.
When customers do not have a known good display to swap, it can be difficult to
determine if the problem is with the graphics adapter or the monitor.
Portable Isolation
Portables have the same troubleshooting steps and logic with a few variations and
additions.
Reseating the LCD Cable:
Use the User Guides to find the setting for the LCD display.
Reseating the LCD cable is one of the major troubleshooting steps when you're
getting a no video issue. Before you can reseat the LCD cable, you must remove the
hinge cover.
Using an External Monitor:
Many customers have a second computer. The other computer will usually have a
working external display. Often customers are willing to attach this display to the
portable.
If an external monitor shows video, then it's possible that the LCD is causing the
issue. If you get the same issue on both displays, then it's possible that the
video card is causing the issue
When customers do not have a known good display to attach externally, it can be
difficult to determine if the problem is with the graphics adapter or the LCD.
Troubleshooting Video Ports

Many customers have other external devices to hook up to their portable systems.
(TVs, Projectors, Flat Panels, etc).
By eliminating the video port of the system, the error points to the external
device that the customer is using.
Isolation steps : Using ePSA
The 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 generated to the LCD that scans through 4 full screen colored
panels. If you can see those, then the display itself is likely not the cause of
the failure.
Real Time Clock reset

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 and is
connected to AC power. Press and hold the power button for twenty-five (25)
seconds. The system RTC Reset occurs after you release the power button.
Note:
Real Time Clock (RTC) reset is available on select Dell XPS, Latitude and Dell
Precision PCs only.
Refer to the table at the bottom of this page.
If AC power is removed from the system during the process or the power button is
held longer than 40 seconds, the RTC Reset process is aborted.
The RTC reset will reset the BIOS to Defaults, un-provision Intel vPro (The IT
administrators vPro account and password on the system will be "un-provisioned,"
and the system will need to go back through the setup and configuration process
again to connect it to the vPro server again.) and reset the system date and time.
The following items are unaffected by the RTC reset:
Service Tag
Asset Tag
Ownership Tag
Admin Password
System Password
HDD Password
Key Databases
System Logs
These items may or may not reset based on on your custom BIOS setting selections:
The Boot List
Enable Legacy Option ROMs
Secure Boot Enable
Allow BIOS Downgrade
Latitude Self-heal
What Is Latitude Self-Heal?
Latitude Self-Heal is an option that helps recover a Latitude system from a No
Post, No Power, No Video situation.
Latitude Self-Heal clears the CMOS on the motherboard and rewrites the BIOS to
original factory defaults. After clearing the CMOS, Latitude Self-Heal will reset
hardware settings back to factory defaults.
Note:
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.
Supported Systems
Latitude E1 to E7 series are supported for Latitude Self-Heal. However the sample
systems listed below are available in the market.
Latitude E4 Series:
6430U
E6230
E6330
E6430
E6430 ATG
E6430S
E6530
Latitude E5 Series:
3340
3440
E5440
E5540
E6440
E6540
E7240
E7240X
E7440
Latitude E6 Series:
3150
3160
3450
3550
5250
5450
5550
7350
E5250
E5550
E7450
Latitude E7 Series:
7370
E5270
E5570
E7270
E7470
How to Perform Latitude Self-Heal

STEP 1
Remove the AC adapter and primary battery.
STEP 2
Unplug the coin-cell (CMOS) battery from the motherboard.
STEP 3
Release the flea power.
Ensure the coin-cell battery and the primary battery are not plugged into the
system.
STEP 4
Plug in the AC adapter and power on the machine.
Note:
The system will start automatically with a blank screen for a while and will shut
down automatically. This will happen twice (watch for the LED lights).
The above behavior may take 5-6 minutes maximum.
Remove the AC adapter and proceed to step 5.
STEP 5
Plug the coin-cell (CMOS) battery back into the motherboard.
STEP 6
Connect the primary battery and AC adapter.
Note:
During installation or removal of any hardware, always ensure all data is backed
up properly.
For instructions on how to remove or replace parts, refer to the disassembly
section of each Latitude system's respective reference material.
Before beginning to work on the computer, be sure to follow the safety
instructions.
Upon successful completion of the above steps:

The system will power on with the Dell logo.
Set the correct date and time.
Update the latest BIOS.
BIOS Recovery
BIOS Recovery 1
BR1 is only applicable via USB key only method.
BR1 recovery files are known as Crisis Recovery (CR) files (.cap or .hdr) .
BR1 is only supported on Inspiron, Vostro, XPS, Alienware notebook platforms
shipping before NOV 2015 (System prior Skylake processor)
Note: The USB keys will only be provided on special project case basis. TS agents
must follow the escalation path of Ll L2 or your local contact will be able to
help create and provide the USB keys with necessary recovery file on them.
BR2 Process
BR2 is a Boot Block technology software designed to recover a corrupted BIOS
Possibility of solving No Post and No Boot related issue.
The key feature is to provide flexibility to initiate the BR2 process from:
System's primary hard drive
External USB key.
Essential Knowledge
BR2 Process
BR2 is a Boot Block technology software designed to recover a corrupted BIOS
Possibility of solving No Post and No Boot related issue.
The key feature is to provide flexibility to initiate the BR2 process from:
System's primary hard drive
External USB key.
Essential Knowledge
BR2 does not support trigger via Touch Panel
Notebook platform uses built-in keyboard only as trigger method
Desktop, AIO and pAlO platform uses external keyboard (Bluetooth Keyboard only
works if BIOS has POST support for platform specific Bluetooth Keyboard)
Tablet platform uses buttons as trigger method
Convertible and Detachable platform supports trigger from both external keyboard
or buttons
BR2 Image default search location

When no USB key is plugged into the system, BIOS Recovery will be attempted from
the HDD
If a USB key is inserted then by default, external USB key 's the first search
location
In the situation where images present 'n both external and primary HDD, the 'mage
'n the USB key will be executed
BIOS Admin Password

If there was a BIOS Admin Password set earlier, user is required to enter the
password prior launching
BR2 setup page
Encrypted Hard Drive / Hard Drive Password Protected

The BR2 does not support recovery from :
Encrypted Hard Disk Drive
When Hard Disk Drive password 's set
BR2 will attempt to search for the recovery image but eventually will fail as
indicated by LED Codes
Tablet Special Case

When using an external USB key to recover the BIOS on a tablet with single USB
port for power and data, user needs to ensure that battery 's charged to at least
50% before initiating the process
Recovery settings in BIOS

Recovery from system's primary Hard Disk Drive option can be disabled by user in
BIOS
When this option is disabled, BIOS will not save a copy of recovery file into the
hard drive when user flash the BIOS
This setting is set to Enabled by default
It is not possible to recovery BIOS from the Hard Drive if the Customer unchecked
this option before failure occurred
Maintain current BIOS settings

If user wash to keep the current BIOS settings, set the "Reset NVRAM" option to
"Disabled" before starting the recovery process
What to do when Hard Disk Drive was replaced or formatted before?

In order to successfully execute BIOS Recovery via HDD, the BIOS recovery file
(BOS CUR.RCV) must be present on the ESP partition of the primary HDD.
If Hard Disk Drive was replaced or formatted, the original ESP partition including
the recovery file will be lost and BIOS recovery is no longer possible.
To re-provision the HDD for BIOS Recovery, we must ensure that ESP partition is
created before flashing the BIOS (even the same version).
BIOS must be set to UEFlboot, and not Legacy boot.
How to create ESP partition and recreate the BIOS recovery file
1 Create the ESP Partition. The ESP partition can be created during OS
installation. (Only for Windows 7 64-bit, Windows 8/8.1, Windows 10) via GUID
partition table
Note: GUID partition table (CPT) is a partitioning scheme that is part of the UEFI
Specification
2 Download the BIOS update executable for the specific system from Dell e-support
website.
3 When the BIOS update executable file is used to flash the BIOS, it will
automatically create the recovery file (BIOS CUR.RCV) on ESP partition on the HDD
4 The system IS now re-provision to support BIOS Recovery via HDD
Note: Ensure that BIOS Recovery option is BIOS is enable
When to use BIOS Recovery via USB Key?

BIOS Recovery via USB method should only be executed when BIOS Recovery via HDD is
not possible (Recovery file or ESP partition is missing)
Download BR2 files for external USB key

Where to obtain BIOS recovery files:
For supported system with Dell BIOS (Business Client (BC) Platform), the files can
be downloaded from Dells eSupport site
Download the BIOS executable fie and rename the file name and type to BIOS_IMG.RCV
Rollback BIOS option is not available when recovering using external USB Key
Note: BIOS_IMG.RCV must reside in the root directory or "\"
Trigger Method
Each platform has its own unique way to access the BIOS Recovery main page.
Desktop & AIO

1 Turn on the PC.
2 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 Desktop, AIO and portable-AIO platforms
Supported Keyboard type:
PS2 Keyboard
USB Keyboard
BT Keyboard (If BIOS has POST Support for Platform specific BT Keyboard)
Notebook
1 Hold down
2 Plug in AC Adapter to notebook
3 Release the CTRL + Esc key
Tablet
1 Hold down "Volume Down" Button
2 Plug in AC Adapter to tablet
3 Release the "Volume Down" Button
Note:For tablet with only a single USB Port and user need to recover the BIOS using
external USB Key, ensure the system's battery is charged up to at least before
starting the process.
Convertible and Detachable Platform

Convertible 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
1 Hold down "CTRL + Esc" key
2 Plug in AC Adapter
3 Release the "CTRL + Esc" key
Button Sequence Trigger
1 Hold down "Volume Down" Button
2 Plug in AC Adapter
3 Release the "Volume Down" Button
Note: BR2 does not support trigger from touch panel
Error Beep / LED Code

When a Recovery Image is not found
Desktop
LED Behavior : 3,6
When a Recovery Image is found but invalid
Portables/Tablets
LED Behavior : 3,3
BR2 Support Table List

BR2 is available on Latitude, Optiplex, Precision, Venue, Inspiron, Vostro, XPS,
Alienware NB, IOT platforms shipping Nov 2015 onwards on systems with Skylake and
later, which includes modern OS such as Win 7 64-bit, Win 8.1, Win 10. (systems
with Intel Skylake or later)
BIOS Auto-Recovery
BIOS Auto-Recovery automatically recovers BIOS without user actions. This feature
requires BIOS Recovery from hard drive to be Enabled. When set to Enabled, BIOS
checks the BIOS image integrity on boot and, if failed, initiates BIOS recovery
from the hard disk. The default option is "Disabled".
Goals and Objectives
The course introduces you to different client technologies and highlights more on
latest technologies used in portables and desktops.
Upon completing this lesson, you will be able to:

Identify different types of power adapters.
Identify different types battery.
Describe the features of a processor.
List the different types of memory.
List the different types of display.
Describe the features of touch and non-touch displays.
List the difference between WLAN and WWAN.
List the different types of USB.
WIIFM
The course provides an overview of the technologies involved in desktops and
laptops.
Introduction
The course covers the following technologies:
Power Adapter
Battery
CPU
Thermal Heat Sink
System Fan
Chipset
Memory
Display
Camera
Storage
Graphics
Audio
PSU
WLAN & WWAN
USB
HDMI
Bluetooth
Power Adapters for Laptops

There are three types of AC Adapters shipped with Dell notebooks and Tablets. The
location of the power LED, if any, and watts are the distinguishing features.
1. AC Adapter with LED on brick
2. AC Adapter with LED on DC Tip
3. AC Adapter with no LED
Parts of the AC Adapter

1. Power adapter
2. Barrel-charging plug
3. AC power cord
1. Power adapter
2. DC cable
3. Type-C charging plug
4. DC cable LED
5. USB charging port
The following AC Adapters are shipped with Dell laptops - 65 W, 90 W, 130W,
150W, 180W or 245W.
Depending on the region, 2 or 3 pin adapters will be available. Please verify
part numbers from SPMD before replacing the AC Adapter.
When you disconnect the power adapter cable from the laptop, grasp the
connector, not the cable itself, and then pull firmly but gently to avoid damaging
the cable.
The power adapter works with electrical outlets worldwide. However, power
connectors and power strips vary among countries. Using an incompatible cable or
improperly connecting the cable to the power strip or electrical outlet may cause
fire or equipment damage.
Battery Types
Batteries do not have charge indicator LEDs. The battery operating time is largely
determined by the number of times it is charged. 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.
Dell offers the following battery types:
Dell 4-Cell Primary Lithium-Ion Battery
Dell 6-Cell Lithium Ion Battery
Dell 8-Cell Lithium-Ion Primary Battery
Dell 9-Cell Primary Lithium-Ion Battery
CPU / Processor
Overview
CPU or Central Processing Unit is also known as the processor or microprocessor.
CPU is responsible for executing a sequence of instructions of a program by
performing basic arithmetic, logical and input / output operations specified. The
form, design and implementation of 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 computer. Such integrated devices
are called microcontrollers or systems on a chip (SoC). Some computers 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.
The following are some of the most popular manufactures of processors:

Intel
AMD
Qualcomm
NVIDIA
IBM
Samsung
Motorola
Hewlett-Packard (hp)
Thermal Heat Sink

Overview
A heat sink is a passive heat exchanger that transfers the heat generated by an
electronic or a mechanical device to a fluid medium, often air or a liquid coolant,
where it is dissipated away from the device, thereby allowing regulation of the
device's temperature at optimal levels.
In computers, heat sinks are used to cool central processing units or graphics
processors. Heat sinks are used with high-power semiconductor devices such as power
transistors and optoelectronics such as lasers and light emitting diodes (LEDs),
where the heat dissipation ability of the component itself is insufficient to
moderate its temperature.
A heat sink is designed to maximize its surface area in contact with the cooling
medium surrounding it, such as the air. Air velocity, choice of material,
protrusion design and surface treatment are factors that affect the performance of
a heat sink. Heat sink attachment methods and thermal interface materials also
affect the die temperature of the integrated circuit. Thermal adhesive or thermal
grease improve the heat sink's performance by filling air gaps between the heat
sink and the heat spreader on the device.
A heat sink is usually made out of copper and/or aluminium. Copper is used because
it has many desirable properties for thermally efficient and durable heat
exchangers. First and foremost, copper is an excellent conductor of heat. This
means that copper's high thermal conductivity allows heat to pass through it
quickly. Aluminum is used in applications where weight is a big concern.
Removing the Heat Sink Assembly

Here is the procedure to remove Heat Sink Assembly.
1. Remove the base cover and battery.
2. Disconnect the fan cable.
3. Remove the screws that secure the heat sink assembly to the computer and the
system board [1, 2].
4. To remove the heat sink:
a. Remove the screws that secure the heat sink assembly to the system board [1, 2,
3, 4]. Remove the screws that secure the heat sink to the system board in the order
of the callouts shown [1, 2, 3, 4].
b. Lift the heat sink assembly from the system board [5].
NOTE: When reassembling the heatsink, always secure the screws as per the order of
the callouts shown [1, 2, 3, 4].
System Fan
Overview
A system fan is any fan inside, or attached to, a computer chassis used for active
cooling. As processors, graphic cards, RAM and other components in computers have
increased in speed and power consumption, the amount of heat produced by these
components has also increased. These components need to be kept within a specified
temperature range to prevent overheating, instability, malfunction and damage
leading to a shortened component lifespan. To cool these components, fans are used
to move heated air away from the components and draw cooler air over them.
Fans attached to components are usually used in combination with a heatsink to
increase the area of heated surface in contact with the air, thereby improving the
efficiency of cooling.
Chipset
Overview
In a computer 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 usually found on the motherboard. Chipsets are usually 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.
Chipset Manufacturers
Here is a list of top Chipset manufacturers:
Intel
Qualcomm
AMD
NVIDIA
MediaTek
Broadcom
VIA Technologies
Silicon Integrated Systems
Spreadtrum Communications
Hercules Computer Technology Inc.
ALi
Chipset Technologies
1. Anti-Theft
The Intel Anti-Theft Technology (Intel AT) within the Intel Core processor
provides IT administrators with intelligent protection of lost or stolen assets.
With Intel AT, user can now disable a lost or stolen PC with a local or remote
"poison pill". This poison pill can delete essential cryptographic material from
system hardware in order to disable access to encrypted data stored on the hard
drive. The poison pill can also block the laptop's boot process, rendering the
system a "brick".
Intel AT includes several hardware-based detection mechanisms that can prompt the
laptop to enter theft mode and lock down. Detection of potential loss or theft can
occur based on local policy or via a remote connection over the Internet to the
theft-management server. Hardware-based detection and trigger mechanisms include:
Excessive login attempts - After an IT-specified number of login failures in the
Pre-Boot Authentication(PBA) screen, the laptop enters theft mode as specified by
IT policy.
Missed check-ins - IT administrator can define intervals at which the laptop must
check in with the central server via the internet using the built-in timer. If a
check-in is missed, the local timer will expire and the laptop will immediately go
into theft mode, even if it is not connected to the internet.
Notification via the central server - The IT administrator can flag the laptop in
the central server if the loss or theft of the PC is reported by an individual. The
next time the laptop connects to the central server, the central server can send
the poison pill via wired or wireless LAN and put it into theft mode.
Notification via encrypted SMS text message - The central server can send an
encrypted SMS text message to enter theft mode if the laptop is 3G-enable. For this
option, the laptop need not be connected to the internet, but it must be within
range of a 3G network and its operating system must be functioning.
2. Virtualization
Intel Virtualization Technology provides greater flexibility and maximum system
utilization by consolidating multiple environments into a single server,
workstation, or PC. Intel VT delivers:
Simplified resource management increasing IT efficiency.
Greater systems reliability and availability reducing corporate risk and real-time
losses from downtime.
Lower hardware acquisition costs with increased utilization of the machines you
already have.
3. Turbo Boost
Intel Turbo Boost is a technology implemented by Intel in certain versions of their
Nehalem, Sandy-Bridge and Ivy-Bridge based CPUs, including Core i5 and Core i7 that
enables the processor to run above its base operating frequency via dynamic control
of the CPU's "clock rate".
It is activated when the operating system requests the highest performance state of
the processor. Processor performance states are defined by the Advanced
Configuration and Power Interface (ACPI) specification, an open standard supported
by all major operating systems; no additional software or drivers are required to
support the technology.
4. vPro Technology
Intel vPro technology is a set of IT capabilities-manageability, security, power
management-embedded into the hardware of PCs with 2nd gen Intel Core vPro
processors. Because the capabilities are built into the hardware, they are
available virtually anytime, even if the OS is inoperable, PC power is off, or the
hard drive has failed. The capabilities are available for wired and wireless PCs,
and most capabilities are also available for PCs that are outside the corporate
firewall.
Intel vPro technology takes advantage of an intelligent processor, chipset, and
networking silicon features, along with protected flash memory. When combined with
existing independent software vendor (ISV) consoles that support Intel vPro
technology, Intel vPro technology can deliver a comprehensive, responsive, tamper-
resistant solution for security and manageability.
A key benefit of being embedded in hardware is that the capabilities are less
susceptible to the problems that typically affect an OS, software applications, and
hard drives. For example, because Intel vPro technology is designed into PC
hardware, it is resistant to tampering, boot issues, and other problems that can
affect an OS and/or security application.
5. Hyper Threading
Intel Hyper-Threading Technology (Intel HT Technology) delivers thread-level
parallelism on each processor resulting in more efficient use of processor
resourceshigher processing throughputand improved performance on multi-threaded
software.
An Intel processor and chipset combined with an OS and BIOS supporting Intel HT
Technology allows you to:
Run demanding applications simultaneously while maintaining system responsiveness
Keep systems more secure, efficient, and manageable while minimizing impact on
productivity
Provide headroom for future business growth and new solution capabilities
6. Identity Protection
Intel Identity Protection Technology (IPT) is a hardware-based security feature
available with the new 3rd or 2nd Generation Intel Core and Core vPro processors.
An IPT algorithm runs on the chipset to generate a new numerical password every 30
seconds, integrating into the processor functionality that was previously only
available on an external card or key fob.
Intel Identity Protection Technology provides strong techniques for avoiding the
threat of identity theft by giving you the opportunity to link your physical PC to
each Intel IPT enabled online account that you use.
How does it work? With Intel Identity Protection Technology (Intel IPT) on all
Ultrabook devices and the latest PCs with Intel Core vPro processors, Intel
provides a hardware root of trust that can be utilized by multi-factor
authentication solutions. Intel IPT enabled systems with 3rd generation Intel Core
processors offer additional identity protection and transaction verification
methods.
7. Responsive Technology
A suite of three powerful technologies developed by Intel conserve battery life,
deliver speed, and provide fresh Internet content:
Intel Smart Response Technology:
Smart Response is a feature that uses both a traditional hard disk drive (HDD) and
a solid state drive (SSD) of greater than 32 GB together. It dynamically monitors
file, data, and application use, and stores frequently used content on a special
partition on the SSD device for faster access. It provides SSD like read/write
performance for the files used most frequently, while providing lower overall
storage cost by sorting and storing less frequently accessed content on the larger-
sized traditional HDD.
Intel Rapid Start Technology:
Intel Rapid Start is a feature that provides power savings similar to Windows
hibernate state, while improving resume time vs. hibernate by ~2x. Rapid Start may
be combined with Smart Response on some systems to enhance overall system
performance while also reducing power consumption when not in use.
Intel Smart Connect Technology:
Smart Connect is a feature that periodically wakes the system from the Windows
sleep state to refresh email or social networking applications. When the system is
equipped with specific wireless devices, it can detect the presence of known
networks while asleep, waking only when connectivity is available (this feature is
called Net Detect). When properly equipped with specific wireless devices, Smart
Connect can also provide quick internet connection readiness by keeping wireless
devices active in a low-power mode during sleep (this feature is called Quick
Connect).
Memory
Overview
The term "memory", meaning "primary storage" or "main memory", is often associated
with addressable semiconductor memory, i.e., integrated circuits consisting of
silicon-based transistors, used for example as primary storage but also other
purposes in computers and other digital electronic devices.
There are two main kinds of semiconductor memory, volatile and non-volatile.
Examples of non-volatile 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 areal
density than DRAM.
Memory Modules
DDR
Double Data Rate (DDR) is a type of memory where data is transferred on both the
rising and falling edges of the clock signal.
DDR2
Data Rate (DDR) is a type of memory where data is transferred on both the rising
and falling edges of the clock signal.
DDR2 memory, double pumps the data bus. DDR2 allows higher bus speed and requires
lower power by running the internal clock at half the speed of the data bus.
DDR3 Memory
DDR3 continues the evolution in memory technology and provides several improvements
to the existing DDR2 architecture. The primary benefit is an increase of the I/O
bus to operate at four times the speed of the memory cell it contains. DDR3 also
allows for chip capacities from 512MB to 8GB. This ability in effect allows for
memory modules of up to 16GB in size.
Some of the features of DDR3 are:
Higher speeds: DDR3 provides higher memory transfer rates.
Doubled prefetch buffer: DDR3 doubles the prefetch buffer from 4 bits to 8 bits.
As a result, the increase in the data transfer rate provided by DDR3 does not
require faster operation of the memory core. Only external buffers start working
faster.
On-Module termination: DDR3 uses fly-by topology with on-module signal termination
to transfer addresses, management, and stabilization commands. It means that the
signals are sent to all chips of the memory modules one by one, and not altogether
at the same time. This allows for more efficient data flow, storage, and retrieval.
Read/Write leveling: DDR3 controllers now have to successfully recognize and
process time shifts on data receipt from the chips generated by fly-by architecture
used for commands transfer. This technique is known as read/write leveling.
Reduced voltage requirement: The voltage technology for DDR3 has been scaled down
from 1.8V (DDR2) to 1.5V. This results in a power savings of almost 30%.
DDR3L Memory
The "3L" in DDR3L stands for low-voltage. JEDEC introduced two low-voltage
standards. The DDR3L standard is 1.35V and has the label ''PC3L'' for its modules.
Examples include DDR3L-800, DDR3L-1066, DDR3L-1333, and DDR3L-1600. The DDR3U
standard is 1.25V and has the label "'PC3U"' for its modules.
The DDR3L standard defines the operating characteristics for DDR3L memory devices,
with the devices offering a reduction in power consumption of 15% or more as
compared to DDR3, when operating at the same performance and load capacity.
This significant reduction in power consumption, especially in memory-intensive
systems, will have dramatic benefits in areas such as power supply demand, system
cooling requirements, and potential packaging density.
DDR4 Memory
The DDR4 SDRAM device is an evolutionary device that improves upon the DDR3 SDRAM
generation in terms of capacity, performance scalability, and power efficiency, as
well as system-level reliability, availability, and serviceability. At the same
time, DDR4 must minimize changes that hinder design migration and adoption of the
new industry-standard component.
Identify DDR2, DDR3, and DDR3L

Memory slots on system boards that support DDR3 are keyed to ONLY accept DDR3
modules. DDR2 will not fit into a DDR3 slot and DDR3 will not fit into a DDR2 slot.
The DDR3 has the label ''PC3'' for its modules.
The DDR3L standard is 1.35V and has the label ''PC3L'' for its modules.
Display
Overview
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.
CRT
LCD
LED
Some of the most popular display technologies are:
Cathode ray tube display (CRT)
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) or Cathode Ray Tube (CRT) technology, while nearly all portable computing
devices such as laptops incorporate LCD / LED technology.
Depending on the technology used and the type of computer, display devices are
available in different screen sizes, refresh rates, resolutions, viewing angle,
Sharpness etc. The size of a display is measured diagonally. Display devices also
support various graphic inputs like HDMI, DVI, VGA etc.
Refresh rate is actually important when one talks about the CRT displays. The rate
was the measurement to tell how fast and efficient a CRT display is. The rate
describes how fast an electron gun can throw electrons on the screen and how fast
the display can be shown. The refresh rates for the devices, which were considered
good, were between 65 and 75 hertz. Sometimes they reach 85 hertz as well. It meant
that the screen could be refreshed around 85 times in just one second.
Refresh Rates
that the screen could be refreshed around 85 times in just one second.and
Resolution
The most important thing when it comes to computer displays is the resolution of
the dispaly. The resolution is normally presented with the number of the pixels
wide, the width, and the number of the pixels height. It indicates the pixel
dimension, which is the total number of the pixel in every direction, regardless of
the fact that the size is big or small.
Refresh Rates
Resolution
The most important thing when it comes to computer displays is the resolution of
the dispaly. The resolution is normally presented with the number of the pixels
wide, the width, and the number of the pixels height. It indicates the pixel
dimension, which is the total number of the pixel in every direction, regardless of
the fact that the size is big or small.
Camera
Overview
A webcam is a video camera that feeds or streams its image in real time to or
through a computer to a computer network. Most of Dell notebooks and All-in-Ones
house an in-built Camera. The camera specifications, resolution supported and
diagonal viewing angle vary by system model.
Storage
Overview
Computer data storage is a technology consisting of computer components and
recording media used to retain digital data.
There are two types of storage devices used with computers:
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 Drives A hard disk drive (HDD), 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, usually 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 non-volatile
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.
eMMC CardsThe term eMMC is short for "embedded Multi-Media Controller" and refers
to a package consisting of both flash memory and a flash memory controller
integrated on the same silicon die. The eMMC solution consists of at least three
components - the MMC (multimedia card) interface, the flash memory, and the flash
memory controller.
Pen Drives
Tape Drives
Zip Drives
Floppy Drives
Blue-Ray, DVD / CD Drives
Redundant Array of Independent Disks (RAID) is a popular storage technology.
HDD
A hard disk drive (HDD), 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, usually 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 non-volatile storage, retaining stored
data even when powered off.
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.
eMMC Cards
The term eMMC is short for "embedded Multi-Media Controller" and refers to a
package consisting of both flash memory and a flash memory controller integrated on
the same silicon die. The eMMC solution consists of at least three components -
the MMC (multimedia card) interface, the flash memory, and the flash memory
controller.
RAID Configurations
1. Enable / Disable RAID
Steps to enable or disable the RAID mode in BIOS setup program
NOTE: To avoid data loss, backup the data before entering the RAID mode. The RAID
configuration procedure can result in loss of all data from the hard drives.
1. Turn on or restart your computer.
2. Press F2 when the Dell logo is displayed on the screen to enter the BIOS setup
program. The BIOS setup program is displayed.
3. On the left pane, select Settings > General > Boot Sequence > Legacy.
4. On the left pane, select Settings > System Configuration > SATA Operation >
Legacy.
5. Select either of the three options, RAID , AHCI, or Disabled.
6. Save the BIOS setup program settings and exit.
2. Create RAID 0
Steps to create RAID 0 volume
2. Press Ctrl and I when the Dell logo is displayed on the screen to enter the
Intel RST Option ROM program.
3. Select Create RAID Volume and press Enter.
4. Enter a name for the volume and press Enter.
5. Select RAID Level > RAID0 (Stripe) and press Enter.
6. Enter 128 KB for Strip Size and press Enter.
7. Retain Capacity to the maximum limit and press Enter. Create Volume is
highlighted.
8. Press Enter.
3. Create RAID 1
Steps to create RAID 1 volume
3. Select Create RAID Volume and press Enter.
4. Enter a name for the volume and press Enter.
5. Select RAID Level > RAID1 (Mirror) and press Enter.
6. Enter 128 KB for Strip Size and press Enter.
7. Retain Capacity to the maximum limit and press Enter. Create Volume is
highlighted.
8. Press Enter.
4. Delete RAID
Steps to delete RAID volume
NOTE: Backup the data before deleting the RAID volume. The RAID deletion procedure
will result in loss of all data from the hard drives.
3. Select Delete RAID Volume and press Enter.
4. Select the array to be deleted and press Delete.
5. Enter Y to confirm that all data will be lost.
5. Reset Disks to non-RAID

Steps to reset disk to non-RAID
If the user does not want to use RAID and instead wants to use the space on both
hard drives, the disks need to be reset to Non-RAID. The RAID mode needs to be
disabled in Setup program before the user can install the Operating System.
3. Select Reset Disks to non-RAID and press Enter.
4. Use the Spacebar to select the disk to be reset. Repeat the step for resetting
the next disk.
5. Enter Y to confirm resetting the disks to non-RAID.
Graphics
Overview
Graphic card is very essential part of any computer system and it renders processed
data into video signal before it is sent to your display (monitor or laptop
display). Typically there are two types of graphics cards that we get to see.
Integrated graphics card
Discrete graphics card
Intel, nVidia, AMD/ATI are some of the major manufacturers of Desktop / Notebook
graphics cards. More detailed specifications of each graphic card and technology
used can be obtained by visiting the respective manufacturers website.
Types of Graphics Cards
1. 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.
2. Discrete Graphics Card = A discrete graphics card has a dedicated processing
unit called a Graphics Processor Unit (GPU) and RAM. The GPU lets the computer's
main processor do its job, allowing the computer to run at full speed. Discrete
Graphics cards connect to the motherboard of a computer 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 will vary depending on form factor or chassis type of the computer.
Graphic Card Connector Types

The most common connection systems between the video card and the computer display
are:
Video Graphics Array (VGA)
Digital Visual Interface (DVI)
Video In Video Out (VIVO) for S-Video, Composite video and Component video.
High-Definition Multimedia Interface (HDMI)
DisplayPort / Mini Display port
Audio
1. Realtek High Definition (HD) Audio

The Realtek High Definition (HD) Audio driver support all of Realtek HD Audio
Codec, delivering comparable playback quality to consumer electronic audio devices.
Adopting Dolby Laboratories latest digital audio technology, the new PC audio
solutions advance PC sound playback and enable PCs to fully support emerging
digital formats and devices. With high frequency bandwidth support, the Realtek
audio solutions make it possible for the PC to become the media platform of home
theater/entertainment applications by supporting multi-channel and high-quality
audio formats such as DVD-Audio.
Some of the advantages of Realtek HD audio driver are:
Full support for new audio formats
A high frequency bandwidth
Support for connecting audio devices
Plug and Play Technology
More accurate speech recognition and input
Flexible mixing, mute, and fine gain control functions provide a complete
integrated audio solution for home entertainment PCs
2. Conexant
The Conexant CX20671 is a 24-bit Audio codec that meets performance and function
requirements for Microsoft WLP (Windows Logo Program) 3.10 and stricter performance
requirements for future WLP standards.
The Conexant CX20672 is a High Definition Audio Codec that exceeds the WLP4.0
(Windows Logo Program) audio requirements for Windows 7 systems.
3. Cirrus Logic
The Cirrus Logic CS4213 is a highly integrated stereo low-power HD Audio Codec
featuring a 192 kHz DAC, an ADC with 2-to-1 analog input mux, a digital microphone
interface, PWM speaker drivers and a ground centered Headphone driver. The stereo
headphone amplifiers combine the efficiency of an integrated inverting charge pump
with the high linearity and low EMI of a Class AB amplifier. The amplifier delivers
a ground-centered output with a large signal swing even at low voltages and
eliminates the need for external DC-blocking capacitors.
In addition to its many features, the CS4213 operates from a low-voltage analog and
digital core, making this part ideal for portable systems that require low power
consumption in a minimal amount of space.
4. IDT Audio
The 92HD87 single-chip audio system is a low-power optimized, high fidelity, 4-
channel audio codec with integrated speaker amplifier, capless headphone amplifier,
and low drop out voltage regulator. The high integration of the 92HD87 and the
40QFN package enables the smallest PCB footprint with the lowest system BOM count
and cost. The 92HD87 provides high-quality HD Audio capability to notebook and
business desktop PC applications.
The IDT 92HD93 single-chip audio system is a low-power optimized, high fidelity, 4-
channel audio codec with integrated speaker amplifier, cap less headphone
amplifier, and low drop out voltage regulator. The high integration of the 92HD93
enables the smallest PCB footprint with the lowest system BOM count and cost. The
92HD93 provides high-quality HD Audio capability to notebook and business desktop
PC applications.
PSU
Overview
A Power Supply Unit supplies power to internal components of a computer and are
predominantly used on Desktop computers. The Power Supply Unit converts a 110-115
volt or 220-230 volts alternating current (AC) into a steady low-voltage direct
current (DC) usable by the computer and rated by the number of watts it generates.
Dell offers a number of Power Supplies varying in
Physical Size
Wattage
Connection Types
Diagnostic Capabilities
A power supplies 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
usually additional power connections to meet the demand from Graphic cards and high
end CPUs. A slim line desktop system will have 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 12v, 5v, 3.3v DC power to the various
components inside the computer from the motherboard to the system fans. In the
event of a power failure in any on the voltage rails the desktop will produce a
system-specific LED / Power button code and fail to complete POST.
WLAN & WWAN
Overview
A wireless local area network (WLAN) is a wireless computer 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, computer laboratory, or office
building. This gives users the ability to move around within a local coverage area
and yet 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 wireless local area network (WLAN) by using mobile
telecommunication cellular network technologies such as LTE, WiMAX (often called a
wireless metropolitan area network or WMAN), UMTS, CDMA2000, GSM, 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 computers can
have integrated WWAN capabilities.
Wireless/WWAN Antenna Routing
When installing the display assembly or system board on the system, the wireless
and WWAN antennae (cables) need to be routed correctly into the routing channels on
the system board. For models shipped with a wireless card only, always ensure
protective sleeves are used to isolate the antenna connectors before reassembling
the system.
USB
Universal Serial Bus (USB) simplifies the connection between host computer and
peripheral devices such as mice and keyboards, external hard drive or optical
devices, Bluetooth and many more peripheral devices.
USB 1.0 = 1996 - 1.5 Mbps Low Speed
USB 1.1 = 1998 - 12 Mbps Full Speed
USB 2.0 = 2000 - 480 Mbps High Speed
USB 3.0/3.1 gen 1 = 2010 - 5Gbps - Super Speed
Connector Types
Type-A = Most cables have a type-A connector on one end, most peripherals (such as
keyboards and mice) have a type-A connector, personal computers usually have
multiple type-A ports, and many other devices and power adapters use a type-A port
for data transfers and/or charging.
Type-B = An almost square connector, mostly used for printers and other powered
devices that connect to a computer.
Mini-USB = The standard connector type for mobile devices before the micro-USB type
came along. As its name suggests, mini-USB is smaller than regular USB, and is
still used in some cameras that have non-standard connectors.
Micro-USB = The current standard for mobile and portable devices. It has been
adopted by virtually every manufacturer except Apple.
Type-C = A reversible cable that promises higher transfer rates and more power than
previous USB types. Its increasingly being adopted as the standard for laptops and
even some phones and tablets. Its smaller, its reversible, its fast and it can
both receive and provide a lot more power than previous versions of USB.
-Thunderbolt is a revolutionary I/O technology that supports high
resolution displays and high-performance data devices through a single, compact
port. It sets a new bar for performance, flexibility, and simplicity.
-Thunderbolt is a hardware interface that allows for the connection of
external peripherals to a computer. It uses the same connector as Mini DisplayPort
(MDP). Thunderbolt combines PCI Express (PCIe) and DisplayPort (DP) into one
serial signal alongside a DC connection for electric power, transmitted over one
cable. Up to six peripherals may be supported by one connector through various
topologies.
HDMI
Overview
HDMI (High-Definition Multimedia Interface) 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 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.
Advantages of HDMI
Quality HDMI transfers uncompressed digital audio and video for the highest,
crispest image quality.
Low-cost HDMI provides the quality and functionality of a digital interface while
also supporting uncompressed video formats in a simple, cost-effective manner.
Audio HDMI supports multiple audio formats from standard stereo to multichannel
surround sound.
HDMI combines video and multichannel audio into a single cable, eliminating the
cost, complexity, and confusion of multiple cables currently used in A/V systems.
HDMI supports communication between the video source (such as a DVD player) and
the DTV, enabling new functionality.
HDMI 1.4
Some of the features of HDMI 1.4 are:
HDMI Ethernet Channel - Adds high-speed networking to an HDMI link, allowing users
to take full advantage of their IP-enabled devices without a separate Ethernet
cable.
Audio Return Channel - Allows an HDMI-connected TV with a built-in tuner to send
audio data "upstream" to a surround audio system, eliminating the need for a
separate audio cable.
3D - Defines input/output protocols for major 3D video formats, paving the way for
true 3D gaming and 3D home theater applications.
4K Support - Enables video resolutions far beyond 1080p, supporting next-
generation displays that will rival the Digital Cinema systems used in many
commercial movie theaters.
Content Type - Real-time signaling of content types between display and source
devices, enabling a TV to optimize picture settings based on content type.
Additional Color Spaces - Adds support for additional color models used in digital
photography and computer graphics.
HDMI Micro Connector - A new, smaller connector for phones and other portable
devices, supporting video resolutions up to 1080p.
Automotive Connection System - New cables and connectors for automotive video
systems, designed to meet the unique demands of the motoring environment while
delivering true HD quality.
Bluetooth (BT)
Overview
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 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, robotics systems, handheld, 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.
Bluetooth Versions
3.0 25 Mbit/s 30 feet - 10 m

4.0 25 Mbit/s 200 feet - 60 m
5 50 Mbit/s 800 feet - 240 m
Summary
Review Points
You will now be able to:

Identify different types of power adapters.
Identify different types battery.
Describe the features of a processor.
List the different types of memory.
List the different types of display.
Describe the features of touch and non-touch displays.
List the difference between WLAN and WWAN.
List the different types of USB.
Goals and Objectives

Goal Statement:
This course is designed to provide the fundamental knowledge required for Dell
Field Service Technicians for the Dell products troubleshooting.
Objectives:
By the end of this course you should be able to:
List most commonly occurring system issues and fixes.
List System specific "Need to Know" callouts.
What is in it for me?

Learning the key callouts help you resolve customer queries efficiently and
quickly, hence improving Customer Experience.
Note:
This course is designed in a modular format. You need to complete all modules and
the assessment to get course credits.
This is not a voice-enabled course.
Chassis
Service Tag Location

The Service Tag and Express Service Code for the Dell Latitude 3380 are at the
bottom base of the computer.
Chassis Bottom View: 1. Service Tag 2. Express Service Code
Service Tag Update
Technicians will need to ensure that the Service Tag is correctly entered, after
replacing the system board.
Note:
The service system board comes with an empty service tag value. Upon entering the
BIOS, the field service technician is only allowed one chance to input the correct
service tag. Once the value is entered, the field becomes read-only. A new system
board needs to be dispatched if there is a need to change the service tag value.
Note:
System MUST be connected to a powered AC Adapter.
Selecting Model Name and Service Tag

Technicians will need to ensure that both the Service Tag and Model Name is
correctly entered, after replacing the system board.
1. Setting the Service Tag
Step 1 . The following screen is displayed, upon powering on the system.

Step 2 . Click BIOS Setup.
Step 3 . Input the Service Tag of the system and press Enter
Step 4 . Click Yes to save the Service Tag, then click Apply.
Step 5 . Click Yes and press Exit. The system reboots.
2. Selecting Model Name

Step 1 . A setup selection screen will be prompted with the System Model Name
options after the system is powered on upon replacing the system board replacement.
Step 2 . Check the system model from underneath the system. You may also refer to
the information on the Dispatch Ticket or Service Tag information on Delta for
System Model Name.
Step 3 . Select the correct option, save, and reboot. Enter BIOS to confirm that
the system showing the correct System Model Name selected.
XPS Badge
System Badge
The System Badge on XPS 13/9360 cannot be removed. You can only open it to access
the Service Tag information. There is a magnet, which holds the system badge in
place.
Note:
Use a plastic scribe to open the System Badge.
General Safety
Best Practices: Packing/Repacking

General Guidelines
Dells Field Service Technicians can use the ESD best practices to provide safe and
damage-free servicing.
Start the troubleshooting process before opening a parts sealed packaging.
If you have received more than one part, verify the failed component before
opening a parts 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.
Repackaging: Parts Unpacking

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, HDD, and so on, by lifting and
handling by the edges or sides. Avoid touching the surfaces or bottoms 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 packages 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, continue with
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.
Repackaging: LCD Module

If a part must be returned to Dell, repackage it in the same manner in which it
was received.
Insert the unit into new ESD bag. Fold the ESD bag to the front, and place the
first PPID package label on the bag. Ensure that the label position is placed
evenly on the three surfaces.
For repacking, use the same box the part arrived in, with foam inserts. Ensure
that the box has the bottom packaging foam and the side packaging foam inserts.
Place the LCD unit into the box enclosed with the foam packing. Fold the excess
portion of the ESD bag to the back and place the panel in the box facing down.
Apply the final foam insert on top of the unit. Close the box top, and insert the
lid tabs into the slots on the left and right edges. Complete the traveler
(sticker) if necessary.
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.
WARNING:
Every Dell part has a unique PPID with barcode.
LCD Handling
When handling LCDs, always handle them from their sides or edges with both hands.
Never lift or handle an LCD with a single hand.
Never handle an LCD from top or bottom.
Never apply pressure to the rear side of an LCD.
Never place objects on the surface of an LCD.
Touch Control Board

While repacking an LCD assembly for AIO LCD service parts, always return the touch
boards with the LCD assembly. Ensure to pack the old/faulty LCD assembly and Touch
Control Board before returning them.
Touch Control Board repackaging steps:
1 Pack the LCD assembly in the large anti-static bag.
2 Pack the Touch Control Board in the smaller bubble wrap.
3 Stick the Touch Control Board bubble wrap to the LCD assembly packaging.
4 Ensure that the Dell logo is closer to the open side of the box.
Note:
You can reuse existing packaging material received with the new replacement parts.
Repackaging: Printed Circuit Board Assembly (PCBA)

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 PCBAs, since they are
susceptible to handling damage.
PCB handling
System boards returned from the field have been root-caused with ESD damage and
hairline cracks found around the neck area of the PCBs.
During disassembly and repackaging, technicians are reminded to practice caution
when handling the system boards. Avoid touching the surface or bottom of the PCB.
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 outlined in the diagrams below, It would result in
hairline cracks.
Processor (CPU) Handling

Best Practices for CPU Handling
Grasp the processor with your thumb and index finger along the top and bottom
edges.
Do not touch the processors sensitive contacts. The socket has cutouts for your
fingers to fit in.
Carefully place the processor into the socket body vertically.
Do not tilt or roughly shift it into place, as that damages the socket contacts.
Repackaging
Parts that are returned to Dell should be repackaged in the same manner in which
they were received. Electrostatic bags, socket covers, and LCD protective materials
such as the Mylar screen covers are examples. Also, some system boards are shipped
with daughter board to avoid transit damage back to Dell.
Example below gives an overview about repackaging issue common to desktops:
Every dispatched system board has ZIF socket T 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
properly attached to the Socket T, on the service board. This is to prevent the
pins from being damaged during transportation.
Best Practices: General Categories

System Board Replacement: Service Tag Utility
Dells Field Service Technicians can use the general category of best practices to
provide an effective Field Service with superior customer experience.
Always reset the Service Tag after a system board replacement. Ensure that you
enter the Service Tag information correctly.
Replaced system boards allow the Service Tag to be entered without a BIOS CD. (The
Windows 8 OS system must have BIOS set to UEFI mode.)
Follow these steps to enter a Service Tag:
Press <F2> after start up to enter BIOS. (This boots directly into BIOS Service
Tag field in few models.)
Navigate to the Maintenance field, enter the Service Tag, and confirm it.
If the Maintenance field is not present, navigate to System Info and then the
Security Info field to enter the Service Tag. (Older products may be supplied with
a BIOS CD. If supplied, the BIOS CD should be used.)
Windows 8.1 / 10 Digital Product Key (DPK) Handling

Reactivating Windows after a System Board Replacement
After replacing the system board, Field Service Technicians should give the
Digital Product Key (DPK) card hard copy to the customer. They must be advised to
retain it.
In case, the customer is not available, the technician should place the DPK card
at a prominent location on the computer. This ensures that the customer sees the
instructions and enters the product key.
To access the DPK-related training for Windows 8 through Educate Dell, go to
Windows 8 Training Content.
https://educate.dell.com/Saba/Web_wdk/Field/content/contentrepository/Launch.rdf?
title=&id=cninv000000000001856&callback=callback1033
To access the DPK-related training for Windows 10 through Educate Dell, go to
Windows 10 Training Content.
https://educate.dell.com/Saba/Web_wdk/Field/content/contentrepository/Launch.rdf?
title=&id=cninv000000000038514&callback=callback1033
COA Label Replacement (for Windows 7)

Few Dell notebooks or laptops are shipped with the original Windows 7 COA label
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 customers 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.
Hardware
CPU On-Site Handling
Intel Processor Handling and Installation: ESD Sensitivity
Use standard ESD handling practices.
Unpack processors on ESD mats.
All people handling processors should be properly grounded.
All work and storage surfaces for processors should be properly grounded.
All tools and equipment used to install or rework processors should be properly
grounded.
Use proper storage and material transfer.
Transfer material using ESD safe trays, not by hand.
Remove processors from trays when they are ready to be used.
Units should be handled by the substrate edge.
Intel Processor Handling and Installation: Processor Handling

Open the boxed processor packaging.
Make sure 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.
Intel Processor Handling and Installation: Processor Installation

1. Lift the processor package from the shipping media by grasping the substrate
edges.
2. 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.
Occasional orange discoloration of package lands due to oxidation has been assessed
and confirmed to have no impact on electrical performance, quality, or reliability.
Intel Processor Handling and Installation: Processor Installation (Cont.)
3. Locate the connection 1 indicator on the processor that aligns with connection
1 indicator chamfer on the socket. Notice the processor keying features that line
up with posts along socket walls.
4. 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.
5. Carefully place the processor into the socket body vertically.
Tilting or roughly shifting it into place can damage socket contacts.
Do not use a vacuum pen for installation.
6. Verify that the package is within the socket body and properly connected to
orientation keys.
7. Close the socket (see image below):
Some system boards use a two-lever latching mechanism. Refer to your product's
reference material for specifics.
1. Gently lower the load plate
2. Make sure the load plate's front edge slides under the shoulder screw cap
as the lever is lowered.
3. Latch the lever under the top plate's corner tab, being cautious not to
damage the motherboard with the tip of the lever.
Intel Processor Handling and Installation: Removing the Processor

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

1. Orient the load lever on the left side and the hinge to the load plate on the
top.
2. Hold the load plate open with your thumb as you hold both sides of the board.
3. Hold the board 612 away from face perpendicular to your viewing angle.
4. Scan the contacts while tilting away approximately 1545 and rotating about
1545 from perpendicular to change the viewing angle several times.
5. 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.
Intel Processor Socket Visual Inspection (Cont.)
Replace the motherboard if the socket fails visual inspection for damage to any
socket pins.
Thermal Interface Material (TIM) and Grease Removal from CPU

TIM and Grease Removal Process:
1. Remove the heatsink from the socket.
2. Gently push loose the TIM to the center of the processorfigures 2 and 3.
3. Remove the pieces with dry clothfigure 4.
4. Wipe with dry, lint-free cloth to remove most of the materialfigure 5.
5. Wet another lint-free cloth with isopropyl alcohol (IPA) and wipe to clean the
remaining materialfigure 6.
6. Be careful to remove material from gaps between the processor and load plate.
7. For thermal grease removal, use steps 46.
The load lever must stay engaged during this process, or it will cause damage to
the socket contacts.
Contact Failure Type 1: Upward Bent

Contact is bent backward upon itself.
Inspection Criteria:
Contact tips must fall within 0.2 mm.
(+/- 0.1 mm or +/- 1 contact thickness) of the plane defined by the contact tips.
Most common in the first two rows and columns around the center cavity.
Contact failure Type 2: Upward/Downward Shift

Contact tip position is shifted (up or down) more than one contact thickness.
Inspection criteria:
Contact tips must fall within 0.2 mm (+/- 0.1 mm or +/- 1 contact thickness) of the
plane defined by the contact tips.
Contact failure Type 3: X Axis Shift

Contact is shifted sideways (X direction)
Reject contacts when the tip is shifted more than of the width of the contact
Note: Red circle indicates contact out of alignment
Contact failure Type 3: Y Axis Shift

Type 3 (continued) Contact is shifted sideways (Y direction)
Reject contacts when the tip is shifted more than of the width of the contact
Red circles indicate contact out of alignment
New Processor and Heatsink Module (PHM)

What Is a PHM?
In late 2016, Dell will begin shipping servers with new PHM technology. By mid
2017, all servers shipping from Dell will use this technology. PHM changes the way
the processor, heatsink, and system board disassemble. What follows here is the
earliest version of this technology, but new releases in 2017 will have only minor
changes.
The PHM is a combination of a processor, processor carrier, and heatsink into a
single unit before installation.
New Processor and Heatsink Module (PHM) Things to Take Note

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 refer to the heatsink label on the heatsink to identify the screw
numbering.
Failure to follow the correct removal sequence may damage the processor and the
socket.
New Processor and Heatsink Module (PHM) Disassembly and Reassembly Process
Tools Needed
Torx screwdriver (T30)
Flathead screwdriver
Removing the PCM

1. Using the Torx screwdriver, loosen the screw identified with number 4 on the
heatsink label.
To remove the processor and heatsink module, the removal sequence starts in the
reverse order, with screws 4, 3, 2, 1.
Failure to follow the correct removal sequence may damage the processor and the
socket.
2. Loosen the other PHM retention screws following the numbered sequence on the
label on the heatsink.
3. Lift the PHM away from the system board, and set the heatsink aside with
processor side facing up.
Removing the Processor from the PHM
1. Place the heatsink with the processor contacts facing up.
2. Insert the flat-blade screwdriver into the slot and twist the screwdriver to
break the seal created by the thermal paste.
3. Push the retaining clips on the processor bracket to unlock the bracket from
the heatsink.
4. Lift the bracket and processor away from the heatsink, and place the processor
with the contacts facing down into the processor tray.
5. Flex the outer edges of the bracket to release the processor from the bracket.
Installing the Processor to the PHM
1. Flex the outer edges of the bracket around the processor ensuring that the
processor is locked into the clips on the bracket.
2. Place the heatsink on the processor and push down until the bracket locks onto
the heatsink.
Ensure that the two guide-pin holes on the bracket match the holes on the heatsink.
Installing the PHM
1. Place the PHM on the processor socket
Ensure that the two guide pins match the guide holes on the PHM.
2. 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.
3. Tighten the PHM screws following the sequence of the label on the heatsink
Failure to follow the correct sequence may damage the processor and the socket.
New Processor and Heatsink Module (PHM) Disassembly and Reassembly Process (Video
Demo)
Play the video and learn how to disassemble, replace, and reassemble the PHM.
vPro AMT
The Latitude E7270/E7470 system boards are shipped in manufacturing mode, and the
user or service provider must select the manageability option upon first boot.
There are five manageability options that may be seen on a customer's order,
according to the original configuration purchased.
1: AMT_DASH_VPRO_or_SBA
3: MANAGEABILITY ENGINE (ME) DISABLED
4: AMT_DASH_VPRO: NO_TLS (NOT FOR USA)
6: MANAGEABILITY ENGINE (ME) LOCKOUT
7: NON_VPRO
System Board Installation
If a new system board is replaced on the Latitude system, it must be configured
with the correct management mode. Follow the instructions below:
1. Replace the system board per the disassembly and reassembly procedures.
2. Remove the bottom door to read the white label attached to the inside
the bottom door. The label can also be found at the bottom door's exterior or at
the center of the bottom door. This label has a number on it that indicates the
management mode you must choose to get the appropriate configuration for the
system. Examples of the labels include:
3. Record the management mode number for later use. Record the management
mode number for later use.
4. Replace the bottom door, and turn on the system. The manufacturing mode
will boot to the screen shown below. The screen displays for five to six seconds.
Do not press anything!
5. Do not press anything to allow the system to go to the Service Menu. Do
not press anything to allow the system to go to the Service Menu, as shown below:
6. Input the AMT selection and Service Tag and/or asset tag entry. Tag
and/or asset tag entry. After the OK button is clicked, the system will go to the
verification screen, as shown below. Click Apply Changes when the entries are
confirmed correct, and the system reboots.WARNING: Technicians must key in the
correct Service Tag on the first and only attempt. If the Service Tag is keyed in
incorrectly, another system board must be dispatched and replaced. There is no
other option to fix this.
7. The system reboots The system reboots with the following error screen:
China HDD protection

Dell HDD Protection is China only solution that is applicable on OptiPlex Desktop.
It is a remote PC protection and management tool that allows user to use a master
PC to quickly deploy OS images to other client PCs and manage/protect remote client
PCs without a need for an extra server (the master PC plays the server role).
When replacing system board, technicians must refer to the label for China HDD
Protection information on the back of the side cover, to determine if the customer
has purchased China HDD protection and set the option accordingly in SMMM. The
China HDD Protection label is similar to the iAMT Vpro label.
WLAN Setting
How to Set Up an Intel WLAN Card Country Code, Service Tag, and Marketing Name
Step 1
Upon replacing the system board, turn on the system. A service menu will appear.
Only check the item box if the system is shipped in Indonesia.
Step 2
Enter the Service Tag information.
Step 3
Click OK
Step 4
Click Apply Changes.
System Board Jumper

The service system board jumper must be set to Password to function normally. As
long as the jumper stays at Service Mode, all values set in the BIOS is not saved,
and the system does not exit the manufacturing mode with an error prompt indicating
that jumpers are incorrect.
Prying Access
Latitude 5480 systems information is only used as example in this training module.
Base cover disassembly (pry points)
For the Latitude 5480, on-site technicians should take care to remove the base
cover carefully. The images show the location for prying the base cover from the
system after loosening the base cover screws.
Figure 1. Latitude 5480
Display bezel (non-touch) removal (pry points)
For the Latitude 5480, ensure to remove the display bezel (non-touch) carefully.
The display bezel features recesses near the hinges which can be used to begin the
prying process.
The image shows the location for prying the display bezel (non-touch) from the
computer:
Figure 1. Display bezel (non touch) removal (pry points)
Screw Spec Labels and Indicators
Consider the Dell Inspiron 20 3000 as an example. The image shows how a hard drive
should be removed. The screws that secure the hard-drive assembly and display
assembly are shown.
Consider the Dell Vostro desktop as an example. The image shows how to remove a
Power Supply Unit (PSU). The screws that secure the PSU are shown.
Thermal Pads Reusability

Latitude 5285 system's information is only used as an example in this training
module.
A gasket or thermal pad is required for proper installation of a WWAN card or M.2
PCIe secondary storage SSD on a system board. Do not discard the thermal pads on
chipsets, SSD, or add-on daughterboard as they are reusable.
Conductive Tapes
module.
Do not discard the conductive tapes. Practice caution and only peel the tape to an
extent where you can access/replace the part. Do not damage the tape, reapply it
back to the same position after replacing the part. Replace the tape only if
specific instructions and extra tapes are included.
Aluminium Foils and Protective Shielding

module.
Practice caution during removal/install of the shield. The shielding covers are
fragile and can easily deform.
RMA Shim Overview

The Dell Chromebook 3380 utilizes a unique service tool known as RMA Shim.
In the event of the System Board replacement, it is important that service
technicians run RMA Shim to write the service tag and reload the Chrome OS.
Note:
Updating the Service Tag is only required when the system board is replaced.
Technicians will need to run the RMA Shim, after replacing the System Board. The
RMA Shim tool can be categorized into two main modules:
Shop Floor
Shop Floor is required to write VPD (Vendor Product Data) info to the System
Board. (Service Tag, Model Name, Regional settings, etc.)
The Service Tag will be auto-populated over to the Serial Number (Service Tag =
Serial Number).
The write-protect screw only needs to be removed when running Shop Floor and
writing VPD info.
Google Required Tests

Google Required Test will reboot the system, wipe all content on the SSD (HDD),
reloads the base version of the Chrome OS and put the system into "Shipping Mode"
Shipping mode means, the system can only be turned on by connecting it to the
Power Adapter. The user will also be presented with the OOB welcome screen.
Google Required Tests will prompt an error and not run unless the write-protect
screw is inserted back into the System Board.
RMA Shim USB Key

The RMA Shim USB Key is dispatched or bundled together with the replacement System
Board service parts.
The RMA Shim software on the USB Key is the Service/Lite version which only
contains the Shop Floor and Google Required Tests Module.
TPM 2.0 Installation

Beginning October 2015, new systems shipped with Windows 10 features a new format
of TPM 2.0. TPM 2.0 improves and provides added security. However, this has
resulted to complexity on service spares MB, as two sets of different MB must be
maintained.
1. MB with TPM 1.2 for Windows 8.1 or Windows 7
2. MB with TPM 2.0 for Windows 10
In order to address the complexity of multiple MB parts, only service MB with TPM
1.2 is stocked.
For Systmes with Windows 10, upon replacing the MB, the TPM 2.0 utility must be
downloaded from Support.dell.com. The act of updating TPM 2.0 is the customer's
responsibility. Failure to update to TPM 2.0 does not cause any major functionality
impact to the system; however, without it, some of the added advance security
features cannot be enabled via Windows 10. At that point, the customer can still
update their system to TPM 2.0.
DSP technicians are encouraged to help customers upgrade to TPM 2.0 when possible,
but the risks of unavailable Internet connection and other restrictions have been
taken into account. As such, this approach is flagged as a "best-effort basis."
Installation Instructions of the Dell TPM Update Utility for Windows/DOS
Clear the TPM (See Notes 2, 3, and 4)
1. Before running the TPM update utility, clear the TPM owner.
Note:
1. You must provide a bootable DOS USB key. This executable file does not create
the DOS system files.
2. If BitLocker is enabled on your system, make sure you suspend its encryption
before updating the TPM on a BitLocker-enabled system.
3. The TPM must be on and enabled in BIOS Setup, and the TPM must not be owned. If
the TPM is owned, go to BIOS Setup and clear the TPM before proceeding. You may
need to run TPM.msc to re-initial the TPM under the Windows OS.
4. When the TPM ownership is cleared, some operating systems will automatically
take ownership of the TPM on the next boot (TPM auto-provisioning). This feature
will need to be disabled in the OS to proceed with the update.
Disable TPM autoprovisioning in Windows (See Note 4)

1 Boot to Windows
2 Launch the PowerShell Command window in Administrator Mode.
3 At the Powershell command prompt, execute the following command: > Disable-
TpmAutoProvisioning
4 Confirm the following results: Autoprovisioning: Disabled
5 Reboot the system to BIOS Setup by pressing <F2>
6 Navigate to Security > TPM 12/2.0 security.
7 Click the Clear checkbox and select Yes at the prompt to clear the TPM settings
(You can skip that if the item is grayed out.)
8 Click Exit to save changes
9 Reboot the system to Windows
10 Confirm that the TPM is not owned. The TPM must no longer be automatically
provisioned by Windows.
11 When the TPM update is finished, launch the PowerShell command in Administrator
Mode to re-enable the auto provisioning: > Enable-TpmAutoProvisioning
12 Confirm the following results: AutoProvisioning: Enabled
Run the TPM update utility from a Windows environment

1 Go to the location where the file was downloaded, and double-click the new file.
2 The Windows system auto-restarts and updates the TPM during the system startup.
3 When the TPM update is finished, the system auto-reboots to take effect.
Run the TPM update utility from a DOS environment, if legacy boot mode (non-Windows
users)
1 Copy the downloaded file to a bootable DOS USB key.
2 Turn on the system, press <F12>, select USB Storage Device, and boot to the DOS
prompt.
3 Run the file by typing the copied file name where the executable is located.
4 The DOS system will auto-restart and update the TPM during the system startup.
Run the BIOS update utility from a DOS environment if UEFI boot mode (non-Windows
users)
1 Copy the downloaded file to a bootable DOS USB key.
2 Turn on the system, and then go to BIOS Setup by pressing <F2>. Then go to
General > Boot Sequence > Boot List Option.
3 Change UEFI to Legacy from Boot List Option.
4 Click Apply and Exit to save changes, and then reboot the system.
5 Press <F12>, select USB Storage Device, and boot to the DOS prompt.
6 Run the file by typing the copied file name where the executable is located.
8 Go to BIOS Setup by pressing <F2>. Then go to General > Boot Sequence > Boot
List Option.
9 Change Legacy to UEFI Boot List Option.
10 Click Apply and Exit to save changes, and then reboot the system.
To check the TPM mode in BIOS Setup

Users can check the TPM version in BIOS Setup under the security option, as shown
below.
Using Dell Command Update

Dell Command Update can be used to automatically check online for latest BIOS,
driver, firmware, and Dell applications.
Checking for updates

A report of detected updates is shown after the initial check is complete. They are
segregated as Critical, Recommended, and the Optional updates. If the Automatically
restart system is checked, the updates are installed and the system is restarted
when necessary to make it an automated process. All you have to do is click Install
to start the process.
Custom install
If you ever want not to install all available updates but install only those you
prefer, click Customize. And, in the individual listing, select the ones that you
prefer to install. You can also select to Show hidden updates. Once you have
selected the updates, click Close > Install.
Click the Customize button to view the Customize Selection option.
Scheduling and reviewing updates

Click the tabs below to learn more about scheduling update checks and viewing
update history.
Scheduling update checks
One of the advanced features of Dell Command Update Utility is the ability to
schedule update checks. You can access it by clicking the Settings icon and
selecting Schedule. Choose the frequency as per preference and click OK. To revert
to default options, click Restore Defaults.
Viewing update history

Another feature of Dell Command Update Utility is reviewing the Update History,
which is available on the left pane of the home page. This displays the status of
the update, whether it is installed or not, date, and the version number of the
driver or application.
Using Dell Command Update to install drivers after OS reinstall

Checking for driver updates will not work if the operating system is reinstalled,
as the IDs for the internal devices are not available. Instead, you must choose an
advance feature available in Dell Command Update Utility to install all the
required drivers. After OS is reinstalled, open Dell Command Update Utility. Under
Advanced Driver Restore for Windows Reinstallation, click the link to download and
install the complete driver library.
Click in the box to show the installation progress page.
Manual OS driver CAB file usage

The customer must extract the driver cab for the specific unit onto a USB key or
other location. By specifying the location, the CAB file can be loaded to baseline
the Device Manager and prepare the system for a full update check. You can change
the location used by the Advanced Driver Recovery under Settings > Advanced Driver
Restore > Use the specified driver library.
http://en.community.dell.com/techcenter/enterprise-client/w/wiki/2065.dell-command-
deploy-driver-packs-for-enterprise-client-os-deployment
Driver version reporting

You can export a complete report of all current driver firmware and BIOS under
System Information. Click Export > Select the location > Save. Then open the file
and select As an XML table, and click OK > OK. This report can be used to view all
the drivers and their version.
Summary
Review Points
In this module, we learned that:
Dells 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
Dells 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 / thermal paste / 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.
Starting October 2015, systems shipped with Windows 10 feature a new TPM 2.0
utility that improves and provides security. It can be downloaded from
support.dell.com

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Review Points

In this module we have learned about:

1. LEDs and Diagnostics

2. Enhanced Pre-Boot System Assessment (ePSA)

3. Platform Advanced Integrated Diagnostics (PAID)

Tools for Memory Diagnostics

The Key features of the MemRx tool are:

MpMemory is solely dedicated to testing the memory on the computer;

1 | Isolation Steps 1: Boot Issues Considerations

Isolation Steps 2:Insufficient Thermal Bonding

Applying Thermal Gel

Applying Thermal Pads

Desktop PSU BIST

Power Adapter BIST

Isolation Steps 2: Reseating the Connection

Changing the BIOS options

Isolation Steps 1: LCD BIST

Turn on the system.

Isolation Steps 2: LVDS Cable

Isolation Steps 3: External Monitor

Isolation steps : No Post

Isolation steps : No Video

Video Point of Failures

Desktop No Video Isolation

Troubleshooting Video Ports

Real Time Clock reset

How to Perform Latitude Self-Heal

Upon successful completion of the above steps:

BR2 Image default search location

BIOS Admin Password

Encrypted Hard Drive / Hard Drive Password Protected

Tablet Special Case

Recovery settings in BIOS

Maintain current BIOS settings

What to do when Hard Disk Drive was replaced or formatted before?

When to use BIOS Recovery via USB Key?

Download BR2 files for external USB key

Desktop & AIO

Convertible and Detachable Platform

Error Beep / LED Code

BR2 Support Table List

Goals and Objectives

Upon completing this lesson, you will be able to:

Power Adapters for Laptops

Parts of the AC Adapter

The following are some of the most popular manufactures of processors:

Thermal Heat Sink

Removing the Heat Sink Assembly

Identify DDR2, DDR3, and DDR3L

5. Reset Disks to non-RAID

Graphic Card Connector Types

1. Realtek High Definition (HD) Audio

3.0 25 Mbit/s 30 feet - 10 m

You will now be able to:

Goals and Objectives

What is in it for me?

Service Tag Location

Selecting Model Name and Service Tag

1. Setting the Service Tag

Step 1 . The following screen is displayed, upon powering on the system.

2. Selecting Model Name

Best Practices: Packing/Repacking

Repackaging: Parts Unpacking

Repackaging: LCD Module