Knowledge Base

Troubleshooting Hard Disk Drive (HDD) and Solid State Drive (SSD)Issues

General troubleshooting and best practices for dealing with hard disk drive (HDD), solid state drive (SSD).

Note: Dell is not liable for data loss caused by hard disk drive (HDD) or solid state drive (SSD). Customers are responsible for creating, maintaining, and restoring backups of their data.

​Have you attempted to run a Diagnostic test on the drive?

Use the built in ePSA diagnostics or use the Dell Online Diagnostics tools to run a Hard Drive diagnostic to identify the root cause of the issue. Depending on the issue found, parts and warranty status this tool can arrange for a replacement for you or provide additional information to resolve your issue.

Do you suspect HDD / SSD failure?

  1. Run ePSA and document any error and validation codes.
  2. Reseat the HDD / SSD at both connections (i.e. motherboard / controller and HDD / SSD).
  3. Test with a known good SATA cable and HDD / SSD.
  4. Load BIOS defaults.
  5. Flash the BIOS using a bootable flash drive.

Is the HDD / SSD usable?

  1. Ensure you have a backup of your data
  2. Make sure you have all of your product keys (e.g. Microsoft Office, third party software).
  3. Best Options: Create a repair disc and system image (see Dell Downloads - Dell Backup Solutions - for more info)
    • This option requires an external HDD with enough free disk space.
    • This option includes the risk of backing up software issues if they are present.

Is the HDD / SSD not usable?

  1. Make sure you have all of your product keys (e.g. Microsoft Office, third party software).
  2. Using any working system, download select Windows media from Dell Support and create a Dell Hosted Recovery Image of Microsoft Windows
  3. You will need to reinstall the operating system (OS) and all third party software.

Article ID: SLN298900

Last Date Modified: 10/12/2017 10:22 AM

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