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53 Posts
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601
November 27th, 2021 10:00
XPS 17 9700 SupportAssist OS Recovery crashes
Since updating SupportAssist last week, SupportAssist OS Recovery will not load from BIOS.
A blank, light-blue screen is displayed for about 10 seconds before the computer shuts down and stays off.
My configuration is as follows:
- DellInc.DellSupportAssistforPCs 3.10.7.0
- Dell SupportAssist Remediation 5.5.0.16041
- Dell SupportAssist OS Recovery Plugin for Dell Update 5.4.1.14954
- SupportAssist OS Recovery Tools - - 350.00 MB - Critical (November 18, 2021 - version ??)
Thank you and good day.
- XPS 17 9700 - i7-10875H - HyperX DDR4-2400 (2x16GB) - 970 Evo Pro 1TB
- Microsoft Windows 10 Pro - 10.0.19044 Build 19044.1348 (21H2) - BIOS 1.10.0
No Events found!
samus1
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53 Posts
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December 9th, 2021 06:00
I'm suspecting that this issue is related to the Bitlocker boot-time PIN requirement that I have recently activated.
The first indication of this is that the light-blue color of both the PIN prompt and blank screens are the same. I had initially assumed that the blank screen was SAOS Recovery attempting to load b/c of it's similar-but-different shade of blue. Both screens also exhibit the same timeout behavior, where the system shuts down after about 10 seconds of keyboard inactivity.
I suppose I could try inputting the PIN into the blank screen.
Sandro Norim
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2 Posts
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November 10th, 2023 17:39
This is 100% bitlocker conflict. Dor some reason the bitlocker recovery is activated and doesn't display any graphics like words and input bar. I could get the graphics to display if I ask to reset through supportassist. After I could get pass the bitlocker recovery my OS recovery still crashed on loading the program itself. I will try to remove bitlocker encryption now and see if it loads everything in one go.