It is unfortunate to have multiple issues at the same time. This issue might happen due to software or a hardware issue.
Request you to run an antivirus scan as this could happen due to a virus issue. If this does not work then you may follow the below steps and run a diagnostics to check if the Optical drive is failed:
(1) Turn off the Computer.
(2) Hold ‘FN’ key and turn on the computer
(3) This initiates PSA diagnostics.
(4) Do make a note of the test results and at the end of the test a message is displayed as “If you want to continue with memory test”, select no.
(1) In the next screen, select “Test system” and then “Custom test”
(2) Now select Optical drive to run the test
(3) Now do make a note of this test result and reply.
I ran the PSA diagnostics and it found no fault, but when i selected "no" in regards to “If you want to continue with memory test”, select no, it just went on to boot to windows. It gave me no option to run a custom test just for the optical drive.
But the initial diagnostic test returned with no problems found.
As for the issue with my power lead, the problem is that the socket where it connects to the laptop you can see 3 or 4 metal pins/arms that should grip the connector once plugged in, but in reality in barely touches it and therefore allows it to continuously fall out with the slightest movement.
I have seen this issue posted all over the internet with regards to this model of laptop, you would have hoped that a company as large as Dell might have come up with a fix or solution 13 months down the line.
I request you to use the below link and run Dell PC Diagnostics. Do select component option, click on Optical and select run diagnostics and save the file. Do run the test once it is saved:
Please try using a known good AC Adaptor and let me know what happens.
I am aware of the post about this issue but Dell have an Engineering team which check with the frequent issue with a particular model they try to fix it and if it doesn’t get fixed they term it as a known issue.
I can't run that test because as i stated in the very first message, the button to open the CD Tray does not respond and that test requires me to insert a data disk at the very beginning?
When i had to reinstall windows following the failed hard drives the drivers provided with the laptop (on the cd provided by dell) quickset was incompatible and would not install. And the same applies when trying to install quickset when downloaded from the Dell support page.
And without quickset i can't program the touch sensitive buttons above the keyboard to enable them to open the cd tray either.
So in short i can't open the tray at all manually, the tray does open randomly for no reason but if i were to the put in a disc i can't open it again to take it out.
To run this test you need not insert a data disc. You can just follow the instructions provided by me in the previous post and that should take care.
When you try to download Quickset for the Dell support site of from the disc what is error message that appears? Please provide me more information about the issue so that I can assist you.
I ran the test exactly as you posted above and it asked me to insert a data disc, and stayed on that section until i aborted the whole thing due to not being able to open the dvd tray.
As for the quick set issue i spoke with dell support about it when i had to install a new hard drive due to the original one failing and they know of the issue but are unable to fix it at this time and i should wait for an update on the dell site.
That was 8 months ago now and no update on the site has been made sadly.
Prehaps you can just link me to the correct replacement part for the cd tray and also provide a link on how to remove the old one? as i'm not able to run the tests you have provided and previous dell support didn't offer any way to help its probably for the best if i try and do it myself.
Failing that i can always put the laptop onto ebay and then buy one from a company that actually builds them to last and offers better customer service.
Thank you so much for trying all the above steps. Request you to provide me the system service tag so that I can check and let you know what needs to be done.
I have added you as a friend. Please accept my friend request by clicking on my name highlighted in blue and then click on “Friends” tab at the top and then click on “Request to Review” and finally click on “Accept” button.
I am sending you a private message as well. Click on “Inbox” to respond to the message and provide system’s Service Tag and contact details so I may access your system records and check for further course of action. You could also click on Start Conversation to send a private message.
DELL-Kiran K
4 Operator
•
2K Posts
0
January 29th, 2013 04:00
Hi jay119,
It is unfortunate to have multiple issues at the same time. This issue might happen due to software or a hardware issue.
Request you to run an antivirus scan as this could happen due to a virus issue. If this does not work then you may follow the below steps and run a diagnostics to check if the Optical drive is failed:
(1) Turn off the Computer.
(2) Hold ‘FN’ key and turn on the computer
(3) This initiates PSA diagnostics.
(4) Do make a note of the test results and at the end of the test a message is displayed as “If you want to continue with memory test”, select no.
(1) In the next screen, select “Test system” and then “Custom test”
(2) Now select Optical drive to run the test
(3) Now do make a note of this test result and reply.
You may also use the below link for reference:
http://dell.to/OUGnqT
For the power lead issue, request you to try using a known good AC Adaptor and check if the same thing happens.
Do reply with your findings.
jay119
6 Posts
0
January 29th, 2013 09:00
Antivirus reported 0 issues.
I ran the PSA diagnostics and it found no fault, but when i selected "no" in regards to “If you want to continue with memory test”, select no, it just went on to boot to windows. It gave me no option to run a custom test just for the optical drive.
But the initial diagnostic test returned with no problems found.
As for the issue with my power lead, the problem is that the socket where it connects to the laptop you can see 3 or 4 metal pins/arms that should grip the connector once plugged in, but in reality in barely touches it and therefore allows it to continuously fall out with the slightest movement.
I have seen this issue posted all over the internet with regards to this model of laptop, you would have hoped that a company as large as Dell might have come up with a fix or solution 13 months down the line.
jay119
6 Posts
0
January 29th, 2013 13:00
Seems for the power adapter issue there is a 48 page thread here on this site as an example en.community.dell.com/.../19382073.aspx
DELL-Kiran K
4 Operator
•
2K Posts
0
January 30th, 2013 08:00
Hi jay119,
I request you to use the below link and run Dell PC Diagnostics. Do select component option, click on Optical and select run diagnostics and save the file. Do run the test once it is saved:
http://dell.to/R1xywC
Please try using a known good AC Adaptor and let me know what happens.
I am aware of the post about this issue but Dell have an Engineering team which check with the frequent issue with a particular model they try to fix it and if it doesn’t get fixed they term it as a known issue.
Do reply back with your findings.
jay119
6 Posts
0
January 30th, 2013 10:00
I can't run that test because as i stated in the very first message, the button to open the CD Tray does not respond and that test requires me to insert a data disk at the very beginning?
When i had to reinstall windows following the failed hard drives the drivers provided with the laptop (on the cd provided by dell) quickset was incompatible and would not install. And the same applies when trying to install quickset when downloaded from the Dell support page.
And without quickset i can't program the touch sensitive buttons above the keyboard to enable them to open the cd tray either.
So in short i can't open the tray at all manually, the tray does open randomly for no reason but if i were to the put in a disc i can't open it again to take it out.
DELL-Kiran K
4 Operator
•
2K Posts
0
January 31st, 2013 08:00
Hi jay119,
To run this test you need not insert a data disc. You can just follow the instructions provided by me in the previous post and that should take care.
When you try to download Quickset for the Dell support site of from the disc what is error message that appears? Please provide me more information about the issue so that I can assist you.
jay119
6 Posts
0
January 31st, 2013 11:00
I ran the test exactly as you posted above and it asked me to insert a data disc, and stayed on that section until i aborted the whole thing due to not being able to open the dvd tray.
As for the quick set issue i spoke with dell support about it when i had to install a new hard drive due to the original one failing and they know of the issue but are unable to fix it at this time and i should wait for an update on the dell site.
That was 8 months ago now and no update on the site has been made sadly.
Prehaps you can just link me to the correct replacement part for the cd tray and also provide a link on how to remove the old one? as i'm not able to run the tests you have provided and previous dell support didn't offer any way to help its probably for the best if i try and do it myself.
Failing that i can always put the laptop onto ebay and then buy one from a company that actually builds them to last and offers better customer service.
DELL-Kiran K
4 Operator
•
2K Posts
0
February 1st, 2013 06:00
Hi jay119,
Thank you so much for trying all the above steps. Request you to provide me the system service tag so that I can check and let you know what needs to be done.
I have added you as a friend. Please accept my friend request by clicking on my name highlighted in blue and then click on “Friends” tab at the top and then click on “Request to Review” and finally click on “Accept” button.
I am sending you a private message as well. Click on “Inbox” to respond to the message and provide system’s Service Tag and contact details so I may access your system records and check for further course of action. You could also click on Start Conversation to send a private message.
jay119
6 Posts
0
February 1st, 2013 14:00
Ok i have sent you my contact details and service tag