kaisha
1 Copper

Dell xps 13 won't boot. Stuck after dell logo flashes up

Hi. I have a dell xps 13. I purchased it in nov 2012 and it is running windows 8. It has been working perfectly until yesterday. When I turn it on the dell logo flashes up then it stops. I can see the f12 option in the bottom right and have managed to run diagnostics. It says there are no errors. It's like the laptop is running but I can't see anything on the screen. So frustrating. I tried to log a call but the dell site can't recofnise my service tag. Please help. Kaisha
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39 Replies

Re: Dell xps 13 won't boot. Stuck after dell logo flashes up

Hi Kaisha,

It would be upsetting when the system is struck at the Dell logo. Please follow the steps provided below that can resolve the issue:

◦Restart the computer and tap on Dell logo .Disable ISRT in the BIOS setup menu by selecting SATA mode and changing it to AHCI. .Save the changes and reboot windows.
◦Reboot from windows and enter BIOS setup menu again to set SATA mode back to RAID.
◦Restart Windows again and follow the steps below to Enable Intel Smart Response technology
◦Launch Intel RST UI from system TrayStep
◦Click Accelerate icon on top of page then click "Disassociate”
◦Click on “Select Device” under “Accelerated device” as none.
◦Select HDD and Acceleration mode to "Enhanced mode"
◦HDD will now accelerate again.

Also, Install the Microsoft update from the below mentioned link:
http://bit.ly/TM4KqW

On the above link click on “Update for Windows 8 for x64-based Systems (KB2756872)”

Please let me know about the status of the issue.

Thanks and Regards,
Rajath N
Dell Social Media and Community Professional
Order Status : http://dell.to/1fgKSTr
Download Drivers : http://dell.to/1hcxG98

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kaisha
1 Copper

Re: Dell xps 13 won't boot. Stuck after dell logo flashes up

I'm lost. I can hit f12 and open setup. From here I have SATA operation under the advanced tab but it is set to AHCI already. The only option to change it to is ATA.

Please advise.

Note I can't click on the dell logo as I don't have cursor active at the time.

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Re: Dell xps 13 won't boot. Stuck after dell logo flashes up

Hi Kaisha,

Thank you for your reply and for providing an update on the status.Does the laptop beep when you see the black screen? If yes then, please let me know the number of beeps that you hear.

Awaiting your repsonse.

Thanks and Regards,
Rajath N
Dell Social Media and Community Professional
Order Status : http://dell.to/1fgKSTr
Download Drivers : http://dell.to/1hcxG98

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nikta-sf
1 Copper

Re: Dell xps 13 won't boot. Stuck after dell logo flashes up

I am having this same issue.  No beeps.  Just stuck on a black screen that prompts me to F12 for Boot Options.  Help!

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peterwsanders
1 Copper

Re: Dell xps 13 won't boot. Stuck after dell logo flashes up

Started having the exact same problem today on my 1 month old XPS15.

Have not tried the suggested solution yet...

Today: tried the suggested solution and it works.

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nikta-sf
1 Copper

Re: Dell xps 13 won't boot. Stuck after dell logo flashes up

I spent two hours on the phone with Dell (and days have passed with no input on my post here)  Nothing worked, so their "solution" is for me to wait days to get a thumb-drive with a new OS for installing.  Ultrabook is only about 3 months old, and the day after it crashed I had a three day business trip--and I really could have used my computer!  This is clearly a known issue, so why aren't they shipping with the back up OS just in case?  This has made me determined to never buy a Dell again.

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agapij
1 Copper

Re: Dell xps 13 won't boot. Stuck after dell logo flashes up

Hi Rajath,

I have the same problem as  Kaisha has/had. I did check the BIOS options, and I have the same possibilities as Kaisha has (AHCI/ATA). To continue the discussion, my laptop does not beep at all when the black screen shows up. Also, I run the Pre-Boot System Assessment and it says that the system does not have (hardware) problems.

Any suggestions?

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nikta-sf
1 Copper

Re: Dell xps 13 won't boot. Stuck after dell logo flashes up

Agapi J -  The bad news is I am more than two weeks into this with Dell and they have yet to fix my problem.  Many, many hours on the phone with both tech support and customer service.  TWO visits by technicians.  My tech guy says it's the bios that needs replacing, but they seem bent on not admitting that since it's an expensive fix.  

Net-net, horrible customer service, long delay, and a 3-month old XPS13 Ultrabook that is still not working.

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agapij
1 Copper

Re: Dell xps 13 won't boot. Stuck after dell logo flashes up

Hi Nikta,

Thanks for sharing your experience. Now I start losing my hope...I tried to repair and install a fresh version on my (also) 3-month old XPS13 Ultrabook, but nothing works, still the same situation. I am already desperate.

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