XPS 13 9343 Win10 Pre-Installed: Recovery Media creation unsuccessful

Question

Hey!I am using a Dell XPS 13 9343 (2015 infinity display edition) which came pre-installed with Windows 10 Home Single Language (64 bit) - i.e. not upgraded from windows 7 or 8.1.So, it is a brand new laptop and I have not yet installed any apps or programs on it. All it has are the out-of-the-box apps and programs. 1. I tried today to make a Recovery Drive for it using 'Create a Recovery Drive'.2. I checked (selected) the 'Backup system files to the recovery drive' option.3. Proceeded to select the USB drive. The required space was shown to be 8GB. So I used a 16GB USB Drive. (It is a Sandisk Cruzer Blade USB2.0 16GB Pen Drive).(** I have tried creating the recovery disk on this four times: twice after formatting this USB as FAT32 and twice as NTFS - everytime I get the same error as I mention below.)4. After that, it proceeds with its process. Takes about 20-30 minutes. Most of this time is spent on the 'Backing up system files' and 'Copying System' phases. 5. After completely filling the process bar Green (i.e. after the completion of the whole process), it shows me a window saying 'We can't create the recovery drive A problem occurred while creating the recovery drive.' So that's the problem.And after all this, when I browse through the pen drive, it has many files in it - and despite the program's initial claim that it needs 8GB, this pen drive is filled almost to the brim now, almost completely used. PS: I have also checked my PC's Disk Mangament. There are 2 memory partitions there (among others) that say 'Healthy (Recovery Partition)': One is of 450MB, other is of 10.11GB.

Figgis · Answer

Hi, it was a Inspiron 15 5558 but I asked for a refund and that has been approved and I'm waiting for it to be collected. Many people had this problem and one was told he would be sent a recovery drive in 10 MONTHS. What was he supposed to do if it crashed in that period. There are also posts on Microsoft on this. I liked the Dell laptop and felt it was good value for money but not the fact they were selling something with a known software compatibility problem. I have now bought a laptop in John Lewis and I have a couple of months free software support plus a 3 year warranty.

PS, I posted in another topic as I was not getting a reply to this one.

PPS. When I mentioned to Dell Technical support that many customers had posted messges in this and the MS forums they said that was just a customer forum and Dell did not get involved.

GuyTG672 · Answer

Hey Figgis!Thanks for the update! I have been up with the Dell Tech Support for the whole day but no solution could be found. They have made me try creating a Recovery Drive 4-5 times using the Win10 utility.What bums me is that they say that Dell's own Backup and Recovery software is pretty efficient in this, and despite this Dell has not made this software available for the XPS 13 that is coming pre-installed with Win10. Even for the Windows utility: each time I use it, there's a different type of reaction from the pen drive (sometimes it is fully filled, sometimes there is 2-3 GB space left and this and that) - though the final outcome is the same that 'We can't create the recovery drive A problem occurred while creating the recovery drive.' Ridiculously bad service by Dell and Microsoft! Good for you that you got out of this - but Dell should see that it's losing precious customers. Just hope that I get a resolution soon.

Figgis · Answer

As they knew there was a problem why did they install Windows 10 or at least give the customer the choice. They offered to provide a USB recovery drive to one customer so why did they not include it with the laptop - problem solved.

Good luck in sorting out your problem.

Figgis · Answer

I spent hours trying to sort this and even resorted to @DellCares on Twitter.. At one point they asked me to video what I was doing and the responses I was getting. I pointed out that customers were posting on Dell & Microsoft and they could look there. That was after I supplied step by step actions for the three routes I tried. That request so annoyed me I started using caps.

Terrible customer service for a company that had excellent service when they were based in Ireland.

Windows General

XPS 13 9343 Win10 Pre-Installed: Recovery Media creation unsuccessful

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