Sent Computer To Dell After 2000-142 Error Code...

Question

Greetings Dell community.  First off, I apologize for this bloated novella of a post. A few weeks ago, after turning on my 2 year old (out of warranty) Inspiron 7737 17' Laptop, it wouldn't get past the Windows login after the black Dell logo start-up screen. I would enter my password, and it would just spin or freeze-up. I eventually ran the pre-boot assessment deal, and it gave me the dreaded 2000-142 error code: 'Hard Drive 0 Fail Short Self Test'. I called Dell, and after being transferred to the wrong department at least 5 times and hung-up on several other times, I eventually spoke with several rather helpful gentlemen and was told that my hard drive had failed, and that I could send the computer in to have the hard drive replaced and Windows reinstalled for a certain price.  I said okay and pre-paid the cost of the agreed upon repair, and sent the computer off to be fixed. I was advised by one of the people that I spoke to, that I should remove the Hard Drive prior to sending the computer in if I was concerned about privacy and/or wanted it back. Another person said that they would send the old hard drive back. The shipping instructions stated that I should remove the hard drive because it would not be returned. So, I removed the hard drive prior to shipping it off, figuring I could recover things off of it later and avoid any privacy issues, etc. This was last week. Today (May 21), Dell called and informed me that the techs have determined that a connection on the motherboard is compromised and that they need to replace the whole motherboard. It will add a fair amount to the repair cost. I asked if that means that my hard drive could possibly be okay, and that the issue with the motherboard/hard drive connection was causing the problem/error code. I never really got a definitive answer; it was very difficult to understand the gentleman because the background noise in the call center was quite loud and international nature of the call was probably not helping in terms of audio quality. Basically they implied that I need to replace both, but that if I had given them the HD, it may have been possible to check. He said something to the effect that I could just pay the extra cost for the motherboard repair then, after the computer arrives, remove the new hard drive and install the old hard drive in order to test it. I also inquired if I could just have them repair the motherboard, send me the computer back. That way I could reinstall my HD and see if it works. If not, I could send it out for repair again. They said that was possible, but would take longer. I should have asked if I could send the old hard drive to the repair facility where the computer currently is, but of course I forgot. It is so difficult to contact them usually, but he will call back monday. He did give me an extension to leave a message sooner if need be. Anyways, I was hoping somebody here might have some insight as to whether or not my hard drive may be okay, and that the issue all along was this HD/motherboard connection they found. I don't want to pay for both a hard drive replacement and a new motherboard if it is not necessary. I suppose there is no way of really knowing if the HD is the issue unless it could be put back into the machine though. I read online that it is pretty rare for two things to fail simultaneously (e.g., hard drive and a motherboard/HD connection), but it is possible I guess. What do you folks think of all this? Would you just have the board replaced and hope that that resolves the issue when you reinstall your hard drive? Would you just do the whole repair for both? Any insight would be much appreciated. Again, sorry for the excessive verbiage. Thanks in advance.

ejn63 · Answer

The system likely needed only a new hard drive in the first place.  Before authorizing a repair, if you have not tried a simple drive replacement, that would give you the definitive answer.

Mr. Spot · Answer

Dell's repair facility has the computer, so I can't really do much to check. They were going to replace the drive, but found this motherboard/hard drive connection issue. I have the hard drive (I removed it). I'm wondering if the connection issue could be the issue causing the 2000-142 error, and that maybe the hard drive is fine.

When you say that it likely needed only a hard drive in the first place, are you suggesting that this newfound motherboard issue is unfounded, like maybe they are driving up the cost for the repair?

Not sure if I should have them replace the board only and try it out with the original drive, or pay for both the new drive and board replacement. Hard to say.

ejn63 · Answer

It's not clear that the 'a connection on the mainboard is compromised' has anything to do with the hard drive.  In any case, the hard drive is likely faulty.  Whether anything else is, I doubt anyone can determine without seeing the system.

Mr. Spot · Answer

I understand. Thanks for replying.

One last question: In theory (or practice), if the connection from the HD to the motherboard on a laptop has failed for some reason or another, can this cause the 2000-142 error message? Is that error code strictly indicative of a failed HD, having nothing to do with the connection between the HD and 'board?

Thanks again.

Mr. Spot · Answer

Gotcha'. Thanks so much for your response(s). I really appreciate it; makes me feel confident that the HD is bad. As for this motherboard HD connection issue, I'll just have to trust them on that, and have the 'board replaced too, I suppose. That's the way it goes.

Thanks again for your help. Take care.

ejn63 · Answer

The error is reported by the logic board on the drive itself - so it's genuine.  All the interface does is carry the signal reported to the system by the drive's controller -- there's no way it could be generated by a faulty connector (in fact I'd guess the opposite - if a drive were failing and connected through a faulty connector, you would in fact be more likely not to see the error if the interface blocked it being reported).

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