Hi,

To assist you better, I would like to know the issue that you are facing with the system. Could you please let me know from where you installed the diagnostic software?

Please reply.

Thanks and Regards
Priyanka S
#iworkfordell

It originally came pre-installed on my Vostro 460.

I have tried a re-install from here

www.dell.com/.../dsc_home

Uninstalled, re-booted, re-installed

http://www.freeimagehosting.net/t/w4625.jpg

http://www.freeimagehosting.net/t/ixzdl.jpg

www.freeimagehosting.net/ixzdl"> src=" http://www.freeimagehosting.net/newuploads/ixzdl.jpg">

www.freeimagehosting.net/3uvce"> src=" http://www.freeimagehosting.net/newuploads/3uvce.jpg">

Some progress but I still can't run the PC checkup:

I found this en.community.dell.com/.../1364.uninstall-dell-support-center.aspx

and so un-installed everything manually.

The new My Dell support centre now opens but the tests won't run.

"Systems tests were not completed successfully Overall test result - Test Not Started"

appears straight away

I've uninstalled the Dell diagnostics as now my PC won't shut down! After uninstalling manually AGAIN as above my PC shuts down as expected.

How do I contact Dell tech support without going via the support tools?

Hi,

Please confirm if the system shuts down after installing the Dell diagnostics software.

Please reply.

Thanks and Regards
Priyanka S
#iworkfordell

After Dell diagnostics was re-installed the PC would not shut down normally. It stopped at the windows shutting down screen and I had to press the power button.

I have done another manual uninstall of the Dell diagnostics software and the PC shuts down as normal.

I've run the Dell diagnostics via the F12 at boot up and no problems were detected.

How do I get the diagnostics software to work properly and my system shut down normally?

Hi,

I recommend you to check if the issue persists in Safe Mode.To boot the computer in Safe Mode, please switch on the computer and start tapping the F8 key which would take you to Advanced Boot Option screen. Using the up and down arrow key, select Safe Mode to boot the computer into Safe Mode.

Once you are in Safe Mode shut down the system in the normal way from the Operating System by clicking on Start and Shut Down.

Please reply with the results.

Thanks and Regards
Priyanka S
#iworkfordell

I have previously tried safe mode.

As the Dell PC diagnostics software doesn't work in safe mode the pc closes down as normal.

Two issues

1) Dell PC diagnostics software won't scan

2) When diagnostics installed windows won't shut down

Removing the software makes windows shut down normally

I also tried msconfig for a limited start up and that doesn't solve it either.

Hi,

Thanks for the reply. I am escalating the issue to our concerned department. Please send me the system Service Tag and BIOS version ina private message. 

I have added you as a friend. Please accept my friend request by clicking on my name highlighted in blue and then click on “Friends” tab at the top and then click on “Request to Review” and finally click on “Accept” button.

I am sending you a private message as well. Click on “Inbox” to respond to the message and provide system’s Service Tag and contact details so I may access your system records and check for further course of action. You could also click on Start Conversation to send a private message.

Please reply to my private message.

Thanks and Regards
Priyanka S
#iworkfordell

Priyanka

Thanks for your concern.

I've fixed this now.  I ran the manual install again on both user accounts then re-loaded. Previously I had been un - installing on one windows user only.

The PC diagnostics software now scans and the windows closes down as expected.

I've also managed to download updated drivers for my Vostro

I've added you as a friend.

Hi,

Great to know that everything is working.:emotion-1:

Please reply for further assistance.

Thanks and Regards
Priyanka S
#iworkfordell

I am having the exact same problems as this thread.  But I only have one user acct.  Also I lose sound if i power down or sleep mode for more than an length of time.  The laptop does not recognize any sound hardware at all when i look in device manager.  In order to restore sound i have to reload the bios m17r4a11 i got the file from dell.com.  I have a m17xr4 alienware purchased on 2/21/13. The final thing I have noticed is that the rear usb ports do not work all the side ones do.    I am lost i have done hours of research looking for an answer and I am lost.

Don't for get i have the exact same problem as the thread above plus the problem I listed.

Thank You for your time.