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Dell XPS13 Ultrabook won't start up

My Dell Ultrabook 13's screen suddenly winked out during use and now I can't get it to boot up at all. The battery's charged up (the indicator shows 5 lights), but when I try to start it up, nothing happens.  Holding the power down for a few seconds while the laptop is unplugged gets the backlit keyboard to flash, but the screen's totally dark.

Oddly enough, nothing at all happens when I have the laptop plugged in and try to start it.  No flashing keyboard or anything.

Any advice?

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15 Replies
Thurashen
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Re: Dell XPS13 Ultrabook won't start up

Hello.

It sounds like it could be a couple of things.

1. Either your motherboard is not properly accepting the voltage from the battery or ac.

2. Your hard drive has errors.

3. Your memory has errors.

I would try doing these first:

1.  If you have access to the battery, remove it and ac from the computer, hold down the power button for 1 minute and then plug the ac into the computer (leave the battery out) and see if it boots.

2. Remove the hard rive from the laptop, leave it out, and then see if the computer boots to POST without the hard drive. If it boots to POST, your hard drive may have failed.

3. If you have access to the memory and there is more than one RAM stick installed, remove both and then put only one back into DIMM slot A and see if the computer boots (try each memory stick, by-itself, in the main DIMM slot.). I would also suggest, if you have a spare computer, to download a little program called memtes, load it onto a dvd or USB, boot to it, and let the test run overnight.

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Re: Dell XPS13 Ultrabook won't start up

Hi aarontherelentless,

Please run the LCD BIST on the laptop to check if there is any problem with the LCD screen.

 To initiate LCD BIST:

  • Connect the AC adapter to your computer.
  • Hold the letter <D> on your keyboard and then turn on your computer.
    You will see four colors (grey, red, green, and blue) on the screen in a sequence.

If you see any colors on the screen the LCD screen is fine.

Try to run the PSA diagnostics to check all the hardware functionality of the system , as you are not able to see anything on the screen launch the PSA by holding <Fn> and power on the laptop.

As the laptop power button is on, the laptop is receiving the power but not able to display anything.

Check if the computer is giving out any beep sounds, and make a note of the beeps and post the beep count.

Please reply for further help.

Thanks & Regards,
Nikhil D
#iworkfordell

To know more about Dell Product Support, Drivers & Downloads, Order & Dispatch status -> choose your region US Customers; India Customers. For Dell Support videos click Here

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Re: Dell XPS13 Ultrabook won't start up

Hi Nikhil,

So i tried to initiate the LCD BIST, but nothing comes up.  The screen flickers very faintly, but there are no colors.

I then tried to run the PSA diagnostics, but nothing happened when I held down FN and tried to power on the laptop.  

There have been no beeps or any sounds while trying either of these things.  

What should I try next?

Thanks

aarontherelentless

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Re: Dell XPS13 Ultrabook won't start up

Hi aarontherelentless,

 Try connecting an external monitor to the laptop and check if there is display any on the external monitor. This helps us to check if the problem is with the LCD screen or the motherboard/video card of the laptop.
Please post back the results.
If there is no display even on the external monitor then it is a problem with motherboard/video card of the laptop which needs to be replaced.

In case the system has active warranty, please private message the system service tag, contact number and registered owner’s name. 
To private message, accept my friend request; click on my user name and click start conversation. 

To check the Warranty status use this link:  http://tinyurl.com/5r4b8j 

Awaiting your response!

Thanks & Regards,
Nikhil D
#iworkfordell

To know more about Dell Product Support, Drivers & Downloads, Order & Dispatch status -> choose your region US Customers; India Customers. For Dell Support videos click Here

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Re: Dell XPS13 Ultrabook won't start up

Hi Nikhil,

I dont have a way to connect an external monitor to my ultrabook as it doesn't have a VGA port or an HDMI out.  Do you know of another way to do this?

I do believe my Ultrabook is still under warranty though as its only 4 months old.  

Let me check.  Thanks for the help

Aaron

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Re: Dell XPS13 Ultrabook won't start up

Hi aarontherelentless,

As mentioned earlier the problem is with the motherboard/memory of the computer, as the warranty of the computer is active, I request you to private message the service tag of the computer. I will assist you with further course of action

Please reply for any further help.

Thanks & Regards,
Nikhil D
#iworkfordell

To know more about Dell Product Support, Drivers & Downloads, Order & Dispatch status -> choose your region US Customers; India Customers. For Dell Support videos click Here

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Re: Dell XPS13 Ultrabook won't start up

hi im having same issue but LCD test worked fine but cant get psa test to launch at all any advice thanks

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Re: Dell XPS13 Ultrabook won't start up

Hi One stop tech shop,

Try the below steps:

  1. Remove all the external peripherals, the power cable and battery from the laptop, press and hold the power button for 20 seconds. This process will drain all the static energy from the computer.
  2. Power on the laptop with only the battery plugged in or only the power cable to check if it is a problem with battery or AC adapter.
  3. Now try running diagnostics by switching on the desktop/laptop computer by tapping F12 at dell logo to enter “One-time boot menu”.
  4. If the F12 option is not working for laptop then try running diagnostics by press and holding the Fn button and power on the laptop and select diagnostics from the list. If the diagnostics displays an error, please reply with the right error message.
  5. If unable to run the diagnostics check for beep sound or flashing lock lights when the system is turned on.

Please reply the results along with the operating system and errors on the screen.

To know more about Dell’s products, services and drivers & downloads, please go to http://dell.to/YBlak6

 

Thanks & Regards,
Nikhil D
#iworkfordell

To know more about Dell Product Support, Drivers & Downloads, Order & Dispatch status -> choose your region US Customers; India Customers. For Dell Support videos click Here

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Re: Dell XPS13 Ultrabook won't start up

Thanks tried all these still no video the bist works keyboard lights up but thats only signs of life its an ultrabook and under warranty still   <ADMIN NOTE: Service tag removed per privacy policy> is the service tag # and trying to get this done for my client so he can get back working so any help would be great

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