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April 23rd, 2019 11:00
BIOS update bricked my laptop
I added a comment to a similar thread about somebody's XPS
https://www.dell.com/community/XPS/Bios-update-bricked-my-xps-9550/m-p/7287393#M27541 Not surprisingly, it promptly got locked.
Anyway, fast-forward to last Friday.
My Inspiron 7786 was on warranty, but, for security considerations, sending the laptop in for the repair wasn't an option for me: The disk would have to travel inside it, into the hands of technicians, all of this without me being near it. There are tools to recover data - even off a formatted disk. And there are things like cookies, authorization tokens, saved passwords, password hashes, etc. According to security 101 - if I had sent it in, I would have had to assume that data was accessed. Paranoia? Maybe, but better safe than sorry. Places like repair centers cannot be secure by definition - they are attractive to friends of hackers, if not to hackers themselves. I would be skeptical, if someone told me that "everything at [insert a name, not necessarily Dell] is fine, so no worries".
My Inspiron 7786 was on warranty, but, for security considerations, sending the laptop in for the repair wasn't an option for me: The disk would have to travel inside it, into the hands of technicians, all of this without me being near it. There are tools to recover data - even off a formatted disk. And there are things like cookies, authorization tokens, saved passwords, password hashes, etc. According to security 101 - if I had sent it in, I would have had to assume that data was accessed. Paranoia? Maybe, but better safe than sorry. Places like repair centers cannot be secure by definition - they are attractive to friends of hackers, if not to hackers themselves. I would be skeptical, if someone told me that "everything at [insert a name, not necessarily Dell] is fine, so no worries".
I ended up creating an installation media, and calling technical support again (I didn't know how to install Windows on a system with Intel Optane drive).
Overall, from the moment the computer was bricked till it was fixed completely (by the guys on the phone and myself), I spent endless hours - the initial frustration, the reinstallation of Windows, the fix for the fingerprint recognition (it refused to work, for some reason), ... Plus, I had to reinstall all of my apps, recall all passwords, ... These damages can be huge - from letting somebody down, to losing income, if not entire employment. Also add the reputational damage, after all - if you let somebody down, who will want to hire you again?... Dell wrote that they "regret the inconveniences". Wish they did. Instead, they refused to deal with these things point-blankly (I wasn't asking for too much, by the way, just wanted them to buy back the laptop, sans the HDD, or share costs in eliminating the design flaw). They still don't even acknowledge the root cause of the problem - the fact that they pushed an unsuitable update, whether by error, omission, or negligence. And it looks like Dell pushes them regularly... Why? My $0.02 would be that they save money on proper QA systems. Instead of testing these things in-house and fixing problems beforehand, they prefer to have them tested on the end user. If anything happens, they can conveniently say that it's a one-off case, as there's no way for us to check. And they won't talk to us themselves - the initial hit is always taken by an offshore call center (enough said, I hope).
Overall, from the moment the computer was bricked till it was fixed completely (by the guys on the phone and myself), I spent endless hours - the initial frustration, the reinstallation of Windows, the fix for the fingerprint recognition (it refused to work, for some reason), ... Plus, I had to reinstall all of my apps, recall all passwords, ... These damages can be huge - from letting somebody down, to losing income, if not entire employment. Also add the reputational damage, after all - if you let somebody down, who will want to hire you again?... Dell wrote that they "regret the inconveniences". Wish they did. Instead, they refused to deal with these things point-blankly (I wasn't asking for too much, by the way, just wanted them to buy back the laptop, sans the HDD, or share costs in eliminating the design flaw). They still don't even acknowledge the root cause of the problem - the fact that they pushed an unsuitable update, whether by error, omission, or negligence. And it looks like Dell pushes them regularly... Why? My $0.02 would be that they save money on proper QA systems. Instead of testing these things in-house and fixing problems beforehand, they prefer to have them tested on the end user. If anything happens, they can conveniently say that it's a one-off case, as there's no way for us to check. And they won't talk to us themselves - the initial hit is always taken by an offshore call center (enough said, I hope).
Looking for a remedy doesn't look like an option - it will probably take a lot of bricked PCs to arrange anything meaningful (most of such data is not shared, all we have is these complaints at forums). A laywer wrote me that consequential damages are almost certainly part of the terms of sales and warranty. And, if the manufacturer agrees to repair the computer, then just "take that", and move on.
P.S. - I think I looked into every possibility, and I don't see a way out for situations like this. Does anybody do?
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quickguide01
2 Intern
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271 Posts
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October 10th, 2019 16:00
OP, what did you do here? Did you send laptop back to dell? So you had to send it with your hard drive right because of the bios issue?
I feel same like wouldn't it feel uncomfortable sending device to someone even if its a dell tech where they could get access to your information in your laptop for things like this?
ArrowDog
5 Posts
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January 22nd, 2020 13:00
What Dell is NOT telling people (and they want to keep secret) is the real source of the problem: BIOS updates which involve the Intel Management Engine (IME) module hidden deep within every Intel system. IME has the ability to stop your computer from starting, it can even set a 'kill' bit on a processor to 'brick' it. They do NOT want the public to know the extent of the control IME has over your hardware... or that an IME bug (in the BIOS update) fried your system board and/or processor. This same thing happened to my dual Xeon Precision after a BIOS update in April 2019... a failed IME update bricked CPU2.
Watch this YouTube Video for confirmation: https://youtu.be/wyUyNdE2Rdc
Teetertotter
2 Intern
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293 Posts
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January 23rd, 2020 10:00
Also, if your system is running smoothly with NO issues, don't touch any BIOS update. You do at your own risk...long story short. . You can read about whether you should or not by googling. That specific IC chip is attached to the Mother board and tested at the factory....long story short.