Dell Tech Direct · 2021. 1. 6. · 101 of 20 © Copyright 2020 Dell Inc. Repackaging: Printed...

Dell Tech DirectCurriculum

Section 1Introduction

Section 2Product Portfolio

Dell Desktop Portfolios

Only Desktops

Dell Notebook Portfolios

Only Laptops

Other Dell Products

Chrome devices Tablets

Naming Guidelines

• All Commercial products, such as Latitude, Optiplex, Precision, Vostro, Inspiron,

and XPS must follow these naming guidelines ensuring that the products are

consistent, simple, and understandable.

• Products names should follow the same basic naming structure.

Sub Brand Model Number Form Factor

Latitude 5330 2-in-1+ +

5 5 3 0Series Screen

Gen Intel (0)

AMD (5)

Machines you’ll see & differences

Latitude 3390 2-in-1 Latitude 3379 2-in-1 Latitude 3150 (loaner)

Vostro Notebooks

• Vostro™ notebooks are designed for

business use. They are budget friendly

and suitable for small organizations

with little or no IT staff.

• We won’t see Vostro™ notebooks.

However, you’ll need to know this

model.

Summary

Dell's product portfolio include:

• Desktops and all-in-ones

• 2-in-1 PCs

• Chrome

• Laptops

• Tablets

Section 3Pre-Boot Environment

One-Time Boot

To access System Setup/BIOS from One-Time boot menu, perform the

steps below:

• Restart the computer.

• When the Dell logo appears, tap the F12 key to access the One-Time boot menu.

• From the menu options select Enter Setup and press the Enter key.

What One-time Boot will look like:

Tablets

• We won’t use, but need to know.

Accessing BIOS - Dell Venue Pro TabletsUsing the Buttons on the tablet

• Press the Power button on the tablet.

• Before the Dell Logo is displayed, press the Volume Down button to get into

System Setup.

FastBoot on Dell Venue Tablets

• Fast boot is the Pre-Boot environment of Android that starts before Android.

• We won’t use, but need to know.

Factory Data Reset on Dell Venue Tablets

What does it do?

• Factory Data Reset will erase all personal data and

downloaded applications on the tablet.This action is

non-reversible.

Section 4Diagnostics and Indicators

Single LED Error Codes

Example:

• When a system board failure has occurred you will see the following:

Blink 2 times Blink 6 timesPause

LED Flashes Fault Description Faults

(2, 6) Motherboard: Chipset Motherboard/Chipset Error

Enhanced Pre-Boot System Assessment (ePSA)

• What is it?

• ePSA is a diagnostic tool can be used as a troubleshooting

tool when the system fails to boot into the OS.

• How does it work?

• When BIOS detects an abnormal condition on boot-up, it will

directly runs the ePSA diagnosis in “Support Assist System

Scan Mode” which we call the Excalibur Mode.

Enhanced Pre-Boot System Assessment (ePSA)

• It’ll look like this.

Launching the ePSA diagnostics

• Press F12 to enter One-Time boot menu and

then select diagnostics (on a Dell systems).

• The following are also valid steps in launching

ePSA diagnostics.

• Power up the system and press the F12 key

multiple times during the boot process to go to

the Boot menu.

• Use the up and down arrow keys to select

<Diagnostics> on the menu and press the

Enter key.

SupportAssist for PCs

• Five types of Dell Service Plans

• Each type has different capabilities

Dell Services Plans

BasicPremium

SupportProSupport ProSupport Plus

Premium

Support Plus

SupportAssist for PCs: Plan examples

Entire list is on the link below:

https://prm.dell.com/prmPub/cninv900000000000074/introduction.htm

Depending on your Dell Service plan, SupportAssist can do things like:

• Automate and facilitate your engagement with Dell Technical Support.

PC Doctor

• The PC Doctor USB solution is

designed to assist carry-in service

technicians with diagnosing customer

systems and taking necessary and

relevant actions by replacing parts to

fix issues.

The PC Doctor USB solution performs the following THREE actions:

• DOS test: Runs the diagnostics in DOS mode to identify hardware failure.

• Windows test (interactive): Runs the diagnostics in Windows mode to identify

hardware failure and is interactive.

• Individual diagnostics: Runs the diagnostics on a specific part.

Section 5Troubleshooting

Memory

• The easiest way to verify the

functionality of system board:

• Reseat (remove) the memory

modules (DIMM) and recheck for a

memory error. If there are no errors

identified and the system is working

do not replace the memory.

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.

32 GB DIMMs are only supported on systems using Xeon W Series CPUs

Hard Drive:Procedure to run ePSA

• We won’t use, but need to know

Hard Drive:Procedure to run 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<Y> key

for yes and to continue the ePSA.

• A HDD test will start and run in parallel. When the memory quick test finishes the

HDD self-test results are displayed.

If the hard drive has passed ePSA and the system is not booting, likely problem is a corrupt or missing operating system.

Raid issues

• There are four types of issues:

• Predictive Drive Failure

• Double Fault

• Foreign Configuration

• Foreign Disk

Predictive Drive Failure

• A drive that is still online, but based on an internal data error rate algorithm, and

has been predicted to fail imminently. Data errors that are propagated to a drive

will be reported as media errors on the drive.

Double Fault

• When one or more drives in a RAID array contain data errors, and another drive in

the array is no longer an active member of the array due to drive failure, foreign

configuration, drive removal, or any other reason, this creates a condition known

as a "Double Fault". A double fault condition results in the immediate data loss of

any information in the impacted stripes.

Foreign Configuration

• Foreign configuration occurs when you replace a failed PERC card. You need to

make sure of successful recovery of existing storage arrays and that the

configuration is being rebuilt.

Foreign Disks

• The foreign disks state happens when there are new virtual drives with

preserved cache.

Overheating/Shutdowns

• 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.

• Heatsink

Overheating/Shutdowns

• 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.

What is Thermal grease?

A substance used to manage better

heat conduction between two surfaces

such as Processor & Heatsink.

POWER SUPPLY UNITS

• power supply unit PSU

• built in self-test BIST

PSU BIST

Most mainstream systems now include

a power supply with the built-in self-test

(BIST) feature that drives new

troubleshooting steps. Press and hold

the test button to run the BIST.

New PSU BIST for standalone PSUIsolation three steps for Desktop PSU

• Ensure to disconnect the AC power cord from the PSU before starting the

PSU BIST.

• To start the PSU BIST: Plug in the AC power cord & note the LED lights status.

• To restart the PSU BIST: Disconnect the AC power cord for 15 seconds (PSU BIST

reset time), and then plug-in the AC power cord.

Results of test

LED State Description

ON for 3 seconds and OFF

PSU is functioning. The system

board, component or its cable

that were attached to the PSU

are shorted.

OFF PSU is faulty.

Changing the BIOS options

• 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 First Boot Device

• SATA Operations – AHCI (RAID ON if system has a RAID CARD or if RAID is configured on the system)

• Boot Mode – UEFI

• Secure Boot – Enabled (Change it to Disabled if it does not boot)

• Legacy ROM – Enabled

• Boot Sequence – Set the Hard Drive (with the Operating System installed) as the First Boot Device

• SATA Operations – AHCI (RAID ON if system has a RAID CARD or if RAID is configured on the system)

• Boot Mode – UEFI

• Secure Boot – Enabled

• Legacy ROM – Disabled

• Boot Sequence – Set the Hard Drive (with the Operating System installed) as the First Boot Device

LCD/Display

• BIST tests the LCD

If the LCD has passed the BIST, but there is still a “no video” problem. Components need to be checked in a certain order.

• LCD cable

• Inverter board

• LCD cable

• inverter board

• system board

What and when is an RTC Reset needed

• 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.

How to initiate RTC reset

• 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.

RTC Reset will not affect these items

• Service Tag

• Asset Tag

• Ownership Tag

• System Password

• Asset Tag

• HDD Password

• Key Databases

• System Logs

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.

How to Perform Latitude Self-Heal

Remove the AC adapter and primary battery.

Unplug the coin-cell (CMOS) battery from the motherboard.

Release the flea power. Ensure the coin-cell battery and the primary battery are not plugged into the system.

How to Perform Latitude Self-Heal

Connect the primary battery and AC adapter.

Plug the coin-cell (CMOS) battery back into the motherboard.

Plug in the AC adapter and power on the machine.

• 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.

Note: Launching latitude Self-Heal recovery

Before: When: Upon:

• It is recommended to

perform Latitude Self-

Heal before replacing

the system board.

• 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 system will power

on with the Dell logo.

• Set the correct date

and time.

• Update the latest BIOS.

BIOS Recovery 2 (br2)

• 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

Trigger Method br2

• From Desktop & AIO:

– Turn on the PC.

– Immediately hold down on "Ctrl-

Esc" Key until the BIOS Recovery

page appear.

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 Button Sequence Trigger

• Hold down "CTRL + Esc" key

• Plug in AC Adapter

• Release the "CTRL + Esc" key

• Hold down "Volume Down" Button

• Plug in AC Adapter

• Release the "Volume Down" Button

BIOS Recovery 2 does not support recovery from:

• Encrypted Hard Disk Drive

• When Hard Disk Drive password's set

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

No USB USB key is inserted both external and primary HDD

• When no USB key is

plugged into the system,

BIOS Recovery will be

attempted from the

• If a USB key is inserted

then by default, external

USB key 's the first

search location.

• In the situation where

images present in both

external and primary

HDD, the recovery

image from the

external USB key

will be executed.

Maintain current BIOS settings

• If user wants to preserve the current

BIOS settings, set the "Reset

NVRAM" option to "Disabled" before

starting the recovery process.

Disabling BIOS Recovery 2 from Hard DriveCan be disabled in BIOS

BIOS Auto-Recovery

• BIOS Auto-Recovery is an automatic

recovery process occurred if BIOS

image integrity is failed while

booting, provided the BIOS Auto-

Recovery feature from hard drive is

enabled in BIOS.

• Can be disabled or enabled in BIOS.

enable BIOS Auto-Recovery

• Click Maintenance under BIOS settings.

• Select BIOS Recovery.

• Check BIOS Auto Recovery.

• Click Apply.

• Click Exit (if you don’t click exit, settings won’t be applied).

Onsite Troubleshooting Flow

DO NOT Replace the suspected failed part immediately.

Reseat parts and cables.

Re-run diagnostic sequences with removal of

individual parts to isolate issue.

Capture the fault exhibited by running diagnostics

indicators, check for error codes and check BIOS settings.

Section 6Common Industry Standards

Memory Modules

• There are five different types of

memory modules:

– DDR

– DDR2

– DDR3 Memory

– DDR3L Memory

– DDR4 Memory

Double Data Rate (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 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 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.

• 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.

• 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.

Display

• Some of the most popular display technologies are:

• Cathode ray tube display (CRT)

• Light-emitting diode display (LED)

• Electroluminescent display (ELD)

• Thin-film transistor display (TFT)

• Liquid crystal display (LCD)

• High-Performance Addressing

display (HPA)

• Organic light-emitting diode display

(OLED)

• Plasma display panel (PDP)

2.5" SSD SATA

• There are four advantages of SSDs when compared to traditional HDD:

2.5" SSD SATA

– Silent operation

2.5" SSD SATA

– Lower latency

2.5" SSD SATA

– Lower latency

– Faster data read/write speeds

2.5" SSD SATA

– Lower latency

– Faster data read/write speeds

– Less prone to physical failures

NVMe M.2 SSD

• NVMe is an acronym for Non-Volatile Memory express (data transfer protocol

similar to SATA, AHCI, IDE, or PCIe), and M.2 is a form factor specification

supporting interfaces such as SATA, AHCI, PCIe.

NVMe M.2 SSD

• NVMe is an acronym for Non-Volatile Memory express (data transfer protocol similar to SATA, AHCI, IDE, or PCIe), and M.2 is a form factor specification

supporting interfaces such as SATA, AHCI, PCIe.

Optane Memory

• Intel® Optane™ memory is a system

acceleration solution for new 7th Gen

Intel Core-I processor & Chipset

platforms. This solution utilizes the

Intel® Optane™ technology, based on

3D XPoint™ memory media, along

with the Intel® Rapid Storage

Technology (Intel® RST) driver.

• It pairs memory and storage into one

virtual drive visible to the OS.

• It is a system acceleration solution for

new 7th Gen Intel Core-I processor &

Chipset platforms.

Types of Graphics Cards

• Integrated graphics card

• Discrete graphics card

integrated graphics card

• An integrated graphics card is bound to the motherboard and shares RAM with the

CPU, reducing the total amount of RAM available.

discrete graphics card

• A discrete graphics card has a dedicated processing unit called a Graphics

Processor Unit (GPU) and RAM.

• 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.

wireless local area network (WLAN)

• 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.

Section 7Need to know

Service Tag Location

• The Service Tag and

Express Service Code for

the Dell™ Latitude™ are

at the bottom base of

the computer.

Service Tag

• Technicians will need to ensure that the Service Tag is correctly entered,

after replacing the system board.

Repackaging: Parts Unpacking

• All parts must be handled by lifting and holding from the edges or

sides. Avoid touching the surface or bottom of the parts.

• Place the box on a secure surface and break the tamper proof seal

with a safe tool. Carefully open the package top or lid.

• Do not break the tamper proof seal on the ESD bag unless you

intend to install the part immediately.

• If the part contained in the box was secured properly without visible

damage, continue with next steps.

• If the part has visible damage, do not use the part. Contact Dell

technical support to dispatch another part. Return the part with a

description of the damage.

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 re-tape 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

• 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.

Repackaging Processor (CPU)

• To prevent CPU pings from being bent

or any damage to the system board,

which has to be returned to Dell,

technicians must ensure that:

Repackaging Processor (CPU)

• Parts that are returned to Dell should

be repackaged in the same manner in

which they were received.

Electrostatic bags (ESD 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.

• Every dispatched system board has ZIF

socket T cover installed to protect the

pins on the system board when shipped

for repair.

Windows 8.1 / 10 Digital Product Key (DPK) Handling

• On a Windows 10 system, after

replacing the system board, the Field

Service Technicians Enter the 5 x 5

Digital Product Key and hand over the

Digital Product Key (DPK) Card to

the customer.

• It looks like this: PRODUCT KEY:

XXXXX-XXXXX-XXXXX-XXXXX-

XXXXX.

5 numbers of 5 sections

Intel Processor Handling and Installation: Processor Installation

• Occasional orange discoloration of

package lands due to oxidation has been

assessed and confirmed to have no

impact on electrical performance,

quality, or reliability.

Bluetooth (BT) Disabled option in service Menu of manufacturing mod (SMMM)

• When replacing system

board, you will notice a

new BT Disabled option

in Service Menu of

Manufacturing Mode

(SMMM) along with

other management

modes.

• If BT Disabled label is

present inside the

bottom door or chassis.

you select the BT

Disabled setting in

service Menu of

manufacturing mode.

System Board Jumper

• When the systemboard

jumper is as

SERVICE_MODE state,

the values in BIOS cannot

be saved and shows as

manufacturing mode.

RMA Shim

• The Dell Chromebook 3380 utilizes

a unique service tool known as

RMA Shim.

• RMA shim tool on a Chromebook

would need to be ran In the event of

system board replacement.

RMA Shim

• The Dell Chromebook 3380 utilizes

a unique service tool known as

RMA Shim.

• After replacing the system board on a

Chromebook, you will need to execute

RMA Shim to set VPD information and

install the chrome OS.

Using Dell Command Update

Dell command utility update will check

online for the latest BIOS, driver,

firmware, and dell application updates

for a system and also helps to

download and install the updates.

Section 8Disassembly

Good luck on yourFinal Exam!

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