XPS 13 9365, boot error after update

Question

I apologize if this is already answered on here but recently I was having issues with my USB-C to A adapter so I looked in to it and found my computer needed some updates from Dell. After installing, I was prompted to restart and have had errors since. At first, upon reboot, Dell Support Assist would run and after trying basically every avenue, I would end up getting an error message say OS Boot Error. I tried every restore point and they have all disappeared. When I run all of the options through the Bios recovery, I will get an error when it tries to restore to the image. Currently, my laptop boots up, gets to the Dell logo, starts the pin wheel and then reboots and starts over.

I have a less than 5 month old XPS 9365 2 in 1 which has run absolutely flawlessly since I got it, until now. I wanted to check on here before I contact support or take any further steps on my own. Hope to hear back soon, thanks!!

JOcean · Accepted Answer

Possibly running USB recovery media will help. Sometimes reinstalling the OS fixes a myriad of problems.

https://www.dell.com/support/article/ca/en/cadhs1/sln299044/how-to-download-and-use-the-dell-os-recovery-image-in-microsoft-windows?lang=en

https://www.dell.com/support/article/ca/en/cadhs1/sln298442/how-to-create-and-use-the-dell-recovery-restore-usb-drive?lang=en

https://www.dell.com/support/article/ca/en/cadhs1/sln297920/reset-or-reinstall-windows-10-on-your-dell-computer?lang=en

Let me know how it goes after trying those steps.

JOcean · Answer

If Windows 10 fails to start 2 times in a row, Support Assist will run. It sounds like the Master Boot Record may be corrupt or damaged. Try the steps from the following site. If this does not help and considering that the system is under warranty, you can call Dell tech support for your region and they can help out.

https://www.thewindowsclub.com/repair-master-boot-record-mbr-windows

Kevo1243 · Answer

Thanks for the reply. When I try to boot up the Advanced Startup using F8 it just ends up taking me to the Bios menu every time. Is there a way to get to it from there or turn off Bios to get to it? Thanks.

Kevo1243 · Answer

While I was waiting for a reply bought a USB stick and created a recovery disk from my other computer. Using that, I am now able to get to that Advanced Startup screen. My question is since I can now do the first suggestion should I go ahead and do that? Or should I continue with the second post and follow those directions?

I want to be extra cautious so it doesn't get any worse. Thanks again.

Saltgrass · Answer

What type of problem were you having with the USB C to A converter? When you did the updates, do you remember which ones and how they were done?

Normal Updates should not bother your system, but if you did a Bios update, it may have messed with the settings and changed your primary boot device or even the Controller on the drive. If you did a Win 10 build upgrade, several things might have happened.

Luckily, my system has been very stable but I do all updates manually so I can keep track if any problems arise.

Kevo1243 · Answer

I know there was a Bios update in there and a couple hard drive stuff but I honestly don't remember everything I downloaded. As far as the adapter goes, at first it stopped charging my iPhone, then it would like acknowledge an external hard drive if connected(the sound would ding) but then it wouldn't show up in Windows Explorer. I have a USB hub and when I would connect that directly into my computer without the adapter everything worked just fine so it had to be the adapter.

So I got impatient, continued on with solution 1 and when I got to the last step (bootrec fixboot) it said Access is Denied. I Googled it, followed some steps from a different forum post and have made some progress but not sure what to do next. This is the current screen I have:

Kevo1243 · Answer

Alright I got it back to a restore computer about an hour ago. I was waiting to hear back to not screw anything up but I ended up going forward this morning.

I downloaded the Dell OS Recovery Tool from the links in the second reply. I then downloaded Windows 10(instead of Dell OS Recovery) through that onto a USB drive, connected that drive and followed the directions provided.

It was able to actually go ahead and reset and restore it but I am just happy to have a computer back.

Thanks again!

JOcean · Answer

Glad you got the system back up!

Kevo1243 · Answer

Thanks. I might be crazy but my computer seems a little slower and the USB adapter still doesn’t work lol.

XPS

XPS 13 9365, boot error after update

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