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December 4th, 2020 09:00
[Overall Bad Experience] Broken Webcam and Constant Blue Screen
Inspiron 7391 2-in-1
I purchased this laptop sometime April/May 2020.
[Urgent] I constantly get Blue Screens on this computer - it constantly shuts down or crashes. If I put it to sleep - it never resumes and starts up from the beginning.
[Urgent] The battery runs hot when its charging and releases some sort of nauseous smell.
[Urgent] The webcam doesn't work. I've attached a sample picture of the webcam.
[Urgent] The fingerprint scanner rarely works.
The stylus is very inconsistent. It constantly turns on and off whenever it pleases.
Overall, the service is very bad. Help has been infrequent and there seems to be no responsibility from the company for this defective product.
DELL-Cares
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December 4th, 2020 09:00
Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.
DELL-Cares
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27.5K Posts
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December 4th, 2020 09:00
Running the ePSA diagnostics
Steps
1.Turn on your computer.the computer boots
2press the F12 key as the Dell logo appears.
3.On the boot menu screen, select the Diagnostics option.
4.the arrow at the bottom left corner.
5.Diagnostics front page is displayed.
6.then arrow in the lower-right corner to go to the page listing.
7.The items detected are listed. run a diagnostic test on a specific device, press Esc and click Yes to stop the diagnostic test.the device from the left pane and click Run Tests.
8.If there are any issues, error codes are displayed.
Note the error code and validation number and contact Dell.
redshirt13
4 Posts
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December 4th, 2020 18:00
Above are images from the resulting tests and the webcam.
The tests always say there are fine, but it still does not solve or explain for the lack of continuity I get with my device. (I put it to sleep, it crashes when I close the lid. How do I know? Because it starts up, not resumes, when I re-open the lid.)
Furthermore, the webcam has physically shifted in its spot.
I will remind you that this laptop is still under warranty.
DELL-Cares
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27.5K Posts
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December 4th, 2020 18:00
Thank you for the information.
I'd request you to follow the steps in the below video and let us know the outcome.
https://dell.to/37Fjcfp
As you've mentioned that the webcam is physically shifted, may I know if there was any externally induced force or pressure to the system?
For the battery concerns: https://dell.to/37ATCbj
redshirt13
4 Posts
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December 4th, 2020 21:00
Re: BSoD
I've done the necessary tests and nothing has changed. Software is up to date. There are no thirdparty applications that should be impacting performance. I've only installed Chrome, Adobe PDF, and Drawboard PDF. That's it.
Re: Webcam
No pressure was ever placed on this. What are the next steps? Is this covered by warranty?
DELL-Cares
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27.5K Posts
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December 4th, 2020 22:00
May I know how the camera moved?
From when is it like that?
Regarding the BSOD error, we could try to reinstall the Operating System and check.
You may check the below link for the complete instructions.
https://dell.to/3qCY3eD
redshirt13
4 Posts
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December 5th, 2020 00:00
I don't know when the camera moved. When I purchased it it was fine. Since my purchase I never use this laptop's webcam. I noticed the broken camera only because I needed to use the webcam - the first time since I've purchased it.
Again, let me ask: What are the next tangible steps to solve this webcam problem?