Help! Inspiron 5720 won't boot

Question

For the past couple of days my laptop (inspiron 17R 5720 a little over month old with windows 8 pre-installed) has been starting up, showing the dell logo and then gets hung up on a black screen. I'm asuming it has the no boot issue, a solution to which is provided by Dell here (http://www.dell.com/support/troubleshooting/us/en/19/KCS/kcsarticles/articleview?docid=595574) but the problem with this solution is, if the computer isn't starting up properly there's no way to access the boot menu or bios since the advanced startup options menu is accessible only if one can get to the login screen or the start screen, which obviously isn't happening if I'm getting hung up on the black screen of death. There's no option to access it on startup since the F2 and F8 keys don't work with windows 8. The advanced startup options menu is allegedly supposed to appear if windows encounters an error, but that hasn't happened for me. FYI: The F12 key does work. Boot mode is set to UEFI and secure boot is on. The only option listed is 'diagnostics'. (I've run the normal and advanced diagnostics tests. Repeatedly. My computer has passed every time.) I can't boot from a cd or USB drive because the options to boot from there are accessible via the advanced startup menu. That I cannot get in to. I've disconnected all external devices from the laptop. I've tried removing the battery and unplugging the power. And holding down the power button for 15-30 seconds. I've even reseated the hard drive and memory. The issue has been present since March 18 (also the day a BIOS update was made available for the Intuos 5270. I don't know if there is any connection between the issue and update but it is quite a coincidence). Any help would be appreciated. I've been scouring forums and can't find much information on this. I don't know what else to try now. I need to get into my computer, all my college work is saved there and some of it is due tomorrow. I've been trying to fix this thing for the past couple of days and I'm becoming increasingly frustrated with windows 8 and Dell.

DELL-Roshan L · Answer

Hi brok222,

Welcome to the Community,

To enter BIOS even in Windows 8 preinstalled system you will need to tap F2 on start up,Dell logo(as soon as you turn on the system). If you're not able to access BIOS try to release flea power from the system and then try entering BIOS by tapping F2.

To release flea power,disconnect AC adapter,remove battery,press and hold down power button for 30 seconds,then reconnect the battery and AC adapter.If this helps to enter BIOS follow the steps given in the link you have posted (www.dell.com/.../articleview).

Let me know how it goes.

Thank You

brok222 · Answer

Thanks for your help. I tried what you suggested but it didn't work, even after I released the flea power. When I pressed F2 sometimes it did nothing, sometimes I got F12 Boot Options message in the lower right corner and sometimes an empty loading bar with F12 in the right corner. (The same things happened when I pressed F8). If I leave the computer alone after booting up it stays blank but sometimes it seems to reboot when I press control+alt+delete? The screen goes blank then lights up again, the dell logo appears briefly and then I get the black screen again. If I leave it alone for a while after it 'reboots' I get the blank loading bar and F12 message. If I press F2 during the 'reboot' the screen goes black but then if I jiggle the mouse after that the F12 boot options message appears. I don't know if any of this is useful, but it's what I've observed.

brok222 · Answer

Can anyone help with this...?

DELL-Roshan L · Answer

Hi brok222,

Please private message me your system Service Tag number.To private message click on my user name and click start conversation.

I will check your system details and get back to you with repair options.

minchuk24 · Answer

Hey if you fixed this problem can you please tell me how to fix it I have the exact laptop and problem!

brok222 · Answer

I'm glad I'm not the only one with this issue! I called Dell customer service yesterday and they ran me through all the tests I've already been through then they finally told me I should ship the laptop back to them and they would wipe the hard drive. That's their solution. The hard drive gets no error messages whenever I run diagnostics, I highly doubt this is a hard drive problem! (And if that's all it is, I could just replace the hard drive.) I'm pretty sure it's a software problem with Windows 8 or a Dell update or something. But I'll go along with them and ship it back, just to see... I'll let you know how it goes.

minchuk24 · Answer

Like my laptop does updates by itself when it shuts down sometimes so I'm guessing the last update caused this.

minchuk24 · Answer

Sent in my laptop too .

teamrogers · Answer

I have the same issue.  I followed most of the instructions in the article referenced but the 'Reboot to Windows and follow instructions here' hyperlink to further instructions is no longer available.  I've taken out my battery and tried to reboot just using the power cord.  I can get to the BIOS screen using the F2 tapping but my Sata Operations is already at AHCI.  Should I change it to ATA?  I can't figure out how to IM you at this time, I don't see anywhere to click to start a conversation.  Please help!

DELL-Roshan L · Answer

Hi  fgjruiz, Please feel free to send private message with the system Service tag and issue details. To private message click  on my user name and click start conversation. Thank You

DELL-Roshan L · Answer

Hi teamrogers,

Welcome to the Community,

Try the steps given in this link: http://dell.to/YwCi0Z

Note:Under SATA mode if you don't have the IRST mode option then change AHCI to ATA (Save changes) try booting the system and then change it back to AHCI(save changes)

If you need further help please private message me your system Service Tag number.To send private message click on my user and click start conversation.

Thank You

BretD · Answer

Why doesn't Dell resolve the problem? Why private messages? Here's my Service tag: . Now, find a solution. This is that so many people have an identical problem, have provided excellent details on what they have tried to do, have had no success, including trying to follow procedures (like hit F12 every two seconds to get to the 'one time' diagnostics screen) and that don't work. Kinda makes one wish we all still got a full-up OS disk...

DELL-Roshan L · Answer

Hi BretD,

I would like to see if I can help you.To access your system information I would need the system Service Tag number which cannot be posted here(as per Privacy Policy).

Private message me your system Service tag number.To private message click on my user name and click start conversation.

I will check and get back to you with repair options.

Thank You

armyeod · Answer

I am a deployed soldier who bought the exact same computer for my deployment and now as of today I am in the same boat as everyone else with the down side that it was my primary means of talking with my family back home, has all of my movies and entertainment on it and shipping it anywhere will be darn near impossible for me. Most companies will not send to an APO AE address. Any suggestions I can get for a fix? My work, my talking home, and any relaxation I had is now gone and being deployed that is what keeps me up.

armyeod · Answer

I am a deployed soldier who bought the exact same computer for my deployment and now as of today I am in the same boat as everyone else with the down side that it was my primary means of talking with my family back home, has all of my movies and entertainment on it and shipping it anywhere will be darn near impossible for me. Most companies will not send to an APO AE address. Any suggestions I can get for a fix? My work, my talking home, and any relaxation I had is now gone and being deployed that is what keeps me up.

Locked Topics – Laptops General

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