It took 2 days for the new (refurb) motherboard to arrive. The tech replaced it and my system is back up and running. I have disabled automatic Dell Command updates so it doesn't update the bios and brick the system again, I hope.
Follow Up to: "5820 Precision motherboard failure?"
So yesterday afternoon, the Dell tech showed up. A super nice guy who really knew his stuff. He changed out the motherboard on my 5820, and very soon had it up and running. Thank you, Mark it was really good to meet you.
I re-built my A/V studio and now, everything seems to be working properly. And so it should.
Worth pointing out, though three things.
1. The appointment emails from Unisys provide very little response time for confirming the appointment and each time the link had expired.
2. The failure of the motherboard was likely due to a "critical update" from Dell which apparently mashed up the BIOS. Thank you Dell. While there are probably other ways to repair the BIOS but since the unit wouldn't boot up at all, switching out the motherboard was probably the best option.
3.If you run audio and video plugins expect, for some brands, to reinstall your licenses if you have them on your OS. For example, it appears that Waves plug in licenses ID the PC with its 12 digit code, something like, A4BB6 and so on. Once the new motherboard had been installed, this ID code had changed. My licenses did not recognize the 5820.
Solution, send all of your licenses to the Waves license cloud and then re-activate the plug-ins from there. additionally, download them to a USB flash drive. Problem solved.
I hope to have a problem-free day back at work. Thank you to Louie in support and of course Mark for his courteous professionalism.
If I may offer a piece of advice, always turn off auto updates and let the Dell update assistant software only display what's new.
This way you retain the option to install what you really need "if" you need it. And even at that point, I would go to the drivers and support site and download and install myself.
In your case "feels" like a bios update was performed on auto and well... personally I am old and follow the old mantra of "if it's not broken, don't fix it" as in ... i would never perform a bios update unless I have absolutely no other choice
Hi, 3 Zinc. Thank you for your suggestion. It really does make sense. And your helpful advice. At this point I am still chasing my tail. The service from Dell is erratic, disorganized, and inconsistent to say the very least.
I am still waiting for the tech to show up with the part. Still, that's another story.
Thanks again for your input. I'll let you know how it turns out.
I've had to use prosupport ( that 99.999% is the same service you have activated ) a couple of times while under warranty. In my personal case , the first time i've found well trained techs to discuss with online, and also a valid support out of hours by phone ( at that point that one was either from US or India ). The second time was to replace one part and well... that took some months (the part was still operational, but degraded enough to be substituted. A fan ) due to the fact that local stocks are not available (so the next business day is a variable thing, but i would expect a very quick response for something as vital as a motherboard).
What I can instead comment is that the company that's being outsourced here to execute repairs, is not exactly having a policy to have their techs read the hardware manual on a computer they never had the chance to touch before.
Luckily I did, so I directed him to what to disassemble in the proper order... ( aside this , he acted professionally anyway )
Hi, Our records indicate that the service has been completed. Could you check if your system is working fine now and confirm if I can be of any further assistance?
FYI, the 5820 will not boot up this morning. This machine has proven to be totally unreliable. Probably the worst characteristic of any computer: you never know if it will work. I've put an email into the service dept. and awaiting a call.
I have a lot of work to do right now so this doesn't help.
Crazy. Support is good...but this is not a helpful substitue in practice. Changing the motherboard isn't solving the problem. It is so time-consuming after having several days out of commision, to then go through all of the user licences and re-introduce the new ID
I will mever biy a Dell compiter again
You'll see from my latest post that I await a visit from a tech who, so tjey say, will likely replace.the motherboard...again!
Well, changing the motherboard is a solution, if the replacement board died. If the motherboard died (again) for no hw causes, in that case it would be different.
Now it would be useful to know how it died, to understand if it was natural causes ( bad luck ), or induced by something external ( psu, by example , or another update done in the background )
I agree. It would be useful to know why it has died again. That way we could solve the problem. It would also be useful if the 'tech support, offered at the time of my purchase actually knew how to diagnose a problem like this one instead of thanking me for my "time and patience" which, regretfully, has now expired.
rmaston
5 Posts
0
November 17th, 2022 06:00
It took 2 days for the new (refurb) motherboard to arrive. The tech replaced it and my system is back up and running. I have disabled automatic Dell Command updates so it doesn't update the bios and brick the system again, I hope.
mght1
1 Rookie
•
12 Posts
1
March 1st, 2022 08:00
Follow Up to: "5820 Precision motherboard failure?"
So yesterday afternoon, the Dell tech showed up. A super nice guy who really knew his stuff. He changed out the motherboard on my 5820, and very soon had it up and running. Thank you, Mark it was really good to meet you.
I re-built my A/V studio and now, everything seems to be working properly. And so it should.
Worth pointing out, though three things.
1. The appointment emails from Unisys provide very little response time for confirming the appointment and each time the link had expired.
2. The failure of the motherboard was likely due to a "critical update" from Dell which apparently mashed up the BIOS. Thank you Dell. While there are probably other ways to repair the BIOS but since the unit wouldn't boot up at all, switching out the motherboard was probably the best option.
3.If you run audio and video plugins expect, for some brands, to reinstall your licenses if you have them on your OS. For example, it appears that Waves plug in licenses ID the PC with its 12 digit code, something like, A4BB6 and so on. Once the new motherboard had been installed, this ID code had changed. My licenses did not recognize the 5820.
Solution, send all of your licenses to the Waves license cloud and then re-activate the plug-ins from there. additionally, download them to a USB flash drive. Problem solved.
I hope to have a problem-free day back at work. Thank you to Louie in support and of course Mark for his courteous professionalism.
mazzinia_
6 Professor
•
1.5K Posts
2
February 27th, 2022 11:00
If I may offer a piece of advice, always turn off auto updates and let the Dell update assistant software only display what's new.
This way you retain the option to install what you really need "if" you need it. And even at that point, I would go to the drivers and support site and download and install myself.
In your case "feels" like a bios update was performed on auto and well... personally I am old and follow the old mantra of "if it's not broken, don't fix it" as in ... i would never perform a bios update unless I have absolutely no other choice
mght1
1 Rookie
•
12 Posts
0
February 28th, 2022 07:00
Hi, 3 Zinc. Thank you for your suggestion. It really does make sense. And your helpful advice. At this point I am still chasing my tail. The service from Dell is erratic, disorganized, and inconsistent to say the very least.
I am still waiting for the tech to show up with the part. Still, that's another story.
Thanks again for your input. I'll let you know how it turns out.
mazzinia_
6 Professor
•
1.5K Posts
2
February 28th, 2022 08:00
Sorry to hear about the difficulties.
I've had to use prosupport ( that 99.999% is the same service you have activated ) a couple of times while under warranty. In my personal case , the first time i've found well trained techs to discuss with online, and also a valid support out of hours by phone ( at that point that one was either from US or India ). The second time was to replace one part and well... that took some months (the part was still operational, but degraded enough to be substituted. A fan ) due to the fact that local stocks are not available (so the next business day is a variable thing, but i would expect a very quick response for something as vital as a motherboard).
What I can instead comment is that the company that's being outsourced here to execute repairs, is not exactly having a policy to have their techs read the hardware manual on a computer they never had the chance to touch before.
Luckily I did, so I directed him to what to disassemble in the proper order... ( aside this , he acted professionally anyway )
DELL-Cares
Moderator
•
27.6K Posts
0
March 1st, 2022 07:00
Hi, Our records indicate that the service has been completed. Could you check if your system is working fine now and confirm if I can be of any further assistance?
mazzinia_
6 Professor
•
1.5K Posts
0
March 1st, 2022 08:00
Hello, was this in response to me ? I made an example to the original poster , but all is fine here since long time
DELL-Cares
Moderator
•
27.6K Posts
0
March 1st, 2022 08:00
Thank you for all your time and patience. Please feel free to reach us here if you need any assistance.
mght1
1 Rookie
•
12 Posts
1
April 30th, 2022 07:00
FYI, the 5820 will not boot up this morning. This machine has proven to be totally unreliable. Probably the worst characteristic of any computer: you never know if it will work. I've put an email into the service dept. and awaiting a call.
I have a lot of work to do right now so this doesn't help.
mazzinia_
6 Professor
•
1.5K Posts
1
April 30th, 2022 09:00
Sorry to hear.... 2 months for another failure is quite ....
mght1
1 Rookie
•
12 Posts
0
April 30th, 2022 11:00
Crazy. Support is good...but this is not a helpful substitue in practice. Changing the motherboard isn't solving the problem. It is so time-consuming after having several days out of commision, to then go through all of the user licences and re-introduce the new ID
I will mever biy a Dell compiter again
You'll see from my latest post that I await a visit from a tech who, so tjey say, will likely replace.the motherboard...again!
mght1
1 Rookie
•
12 Posts
0
April 30th, 2022 11:00
*buy
mazzinia_
6 Professor
•
1.5K Posts
0
May 1st, 2022 06:00
Well, changing the motherboard is a solution, if the replacement board died. If the motherboard died (again) for no hw causes, in that case it would be different.
Now it would be useful to know how it died, to understand if it was natural causes ( bad luck ), or induced by something external ( psu, by example , or another update done in the background )
mazzinia_
6 Professor
•
1.5K Posts
1
May 1st, 2022 14:00
My bad :
hw = hardware
psu = the power supply
mght1
1 Rookie
•
12 Posts
0
May 1st, 2022 14:00
I agree. It would be useful to know why it has died again. That way we could solve the problem. It would also be useful if the 'tech support, offered at the time of my purchase actually knew how to diagnose a problem like this one instead of thanking me for my "time and patience" which, regretfully, has now expired.
BTW What does 'psu' and 'hw' mean? Thanks