XPS reset, now stuck in loop

Question

I used 'Reset this pc'.  I get the 'Hi there' screen that asks me to select country, time zone, etc.  When I click 'Next', it takes me to a screen that says 'Why did my pc reset' and says it's going to update.  When I click next it says 'Just a moment'.  Then after about five minutes I either get a black screen that says Dell or a black screen with a blue Windows symbol, then black screen, then back to the 'Hi there' screen and the same thing happens again.  I've been through this over a dozen times hoping maybe some update was occurring but obviously I'm not getting anywhere.  I tried re-installing Windows from a usb but can't get it to boot from the usb.  I've tried pressing the power button off and on and then holding down/tapping F2, F12, F8 but I inevitably end up back at the 'Hi there' screen.  I've tried pressing the power button off and back on three times but inevitably end up back at the 'Hi there' screen.  What should I do?

robert p · Answer

Hi Sue12345,

Thanks for posting. Apologies that your system is not performing as expected.

Unfortunately, it sounds like your version of the Operating System and your USB copy have become corrupted.

Here is a link to make a backup copy and reinstall your media.

If the system is under warranty, please contact me privately. Be sure to include your personal information (name, address, telephone, email) and your computer's service tag number in your message. Thanks.

If there is no warranty, then you could contact our Out of Warranty team to get a quote for a paid service call - http://dell.to/1vnT6CQ

Sue12345 · Answer

I tried that but I can't get to the Dell screen.  When the computer starts it shows a screen with Windows symbol.  Then goes straight to Hi There screen.  Any other suggestions?  Thanks for your help!

Dell-SreejithR · Answer

Did you try to reset the system with the option Keep my files or Remove everything?

Please run a hardware diagnostic by following the video on this link http://bit.ly/2fJuGXB & check if there is any error.

Hope you have backed up data.

Please turn off the computer using the power button when you see the Dell logo, do this thrice & this will initiate the repair screen. Check if you have the option to restore the system again.

For my reference, please click on the message tab next to your avatar– click “New Message” & search for my Dell username (Dell-Sreejith R) & send a private message with the service tag, registered name & email address.

Click here to find the service tag - https://dell.to/2xXUCUW

RoHe · Answer

You've never mentioned exactly which PC model you have.

Sounds like your Windows installation got corrupted. You can prepare a bootable USB stick with Win 10 using Microsoft's instructions here to repair or reinstall Windows.

With this PC powered off, disconnect all peripherals except mouse, monitor and keyboard. Connect the USB stick you made to a USB2 port and only then power the PC on. Immediately tap (but do not hold) F12 a couple of times. Assuming you get to the menu, look for the option to boot from USB.

Boot from your USB stick and follow the prompts to repair Windows. If a repair fails, you can repeat the process but follow the prompts for a clean installation.

Sure hope all your personal files are backed up on external media and you have the product keys for apps you'll have to reinstall (eg, MS Office, etc). Win 10 should find its own product key embedded on the motherboard so it should activate itself automatically when the PC connects to the internet.

Sue12345 · Answer

I can't get to the Dell logo.&#xa0; I only get a screen that shows the Window's logo and then the Hi There screen.&#xa0; Please see attached.&#xa0; If I try pressing F2 before the Windows logo screen nothing happens and I only get a black screen without a cursor.&#xa0; Thanks!

Dell-SreejithR · Answer

Please check the BIOS boot settings. Check if UEFI is enabled & Secure boot is on, if it already, change it to Legacy & security boot off.

If this does not work, it could be the corrupted Windows file. You may need to download the file again.

bpjones1227 · Answer

Sue,

Were you able to get this resolved? I have the EXACT same issue.

I did a hard reset of my system (because it was awfully slow) and now I get the "Welcome, what's your timezone/country/etc" screen. I click next, then it says "There needs to be an update" I click next (it's the only option) then it loads for quite some time....then loops back to beginning again.

Should I do the USB option? What worked?

Thanks!

Brian

Brites · Answer

Exactly same issue here... can't make it work

scotty74 · Answer

I have exactly the same problem. Just seeing if anyone found a resolution.

speedstep · Answer

Solution is to use USB 2.0 DVD drive and Windows 10 DVD.

https://www.bestbuy.com/site/lg-8x-external-usb-2-0-blu-ray-disc-double-layer-dvdrw-cd-rw-disc-rewriter-black/9243009.p?skuId=9243009&skuid=9243009

https://www.newegg.com/microsoft-windows-10-home-64-bit-installation-recovery-disc-only-no-license-key-included/p/N82E16832350237

You then press

F2 F12 F2 F12 F2 F12 F2 F12 F2 F12 F2 F12 F2 F12 F2 F12

and boot the DVD.

You erase the hard drive and RE INSTALL clean.

This works for Dells made as early as 2006 all the way to my dell made in Feb 2019.

MrMitt · Answer

Mods - please delete. I think I forgot a step or two.

AdrianG001 · Answer

Power on and off your computer three times
On the third time, your computer will boot into the Advanced Recovery environment
Click Advanced Options
Click Troubleshoot
Click Advanced Options

Click System Restore, see if you can go back to an earlier time.

If not, boot into the recovery environment again, then try performing a startup repair.

If that does not work, boot into the recovery environment, then click 'Go back to previous version of Windows'

If that does not work.

Go to a working computer, download, create a bootable copy, then perform a clean install.

sbastick · Answer

This is not an acceptable answer. I have five machines at my office that are having the exact same issue after the reset. There are 3 different models of the xps13 in the group and I have a very hard time believing that they all just magically got corrupted. I have reset over 50 of these machines and never ran into this issue and all within the last week every machine I reset has this issue. Either something is going on with one of the Dell updates conflicting with the restore or the latest version of windows is not compatible with these dell machines. I have reset the bios to both factory and default settings and that did not work either.

Vic384 · Answer

I am not sure why it was not an acceptable answer. Your machines are stuck in a loop he is offering a way out of your situation. Also it seems to me if I reset a machine and it gets stuck in a loop I would think twice before trying it on another similar machine. And if I do try it on a second machine and get the same results I think I would stop there.

XPS Desktops

XPS reset, now stuck in loop

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