Dell Booting Cycle and SupportAsssist

Question

Hi,

Apologies if this is posted in the wrong place as I'm new to this and couldn't find any help online or on Dell's website.

I received a laptop for Christmas just gone, and due to upgrading to a Mac, I'm giving this to my sister. I started a factory reset on the laptop a few days ago. During the reset, it encountered a problem and had to restart, since this day the laptop hasn't been booting past the Dell logo, and will bring up Dell's Support Assist.

The SA seems to freeze with a time of 2min 2sec when trying to test eMMC. It will then beep and state that no problems were found. After restarting it will start the whole process again.

I've contacted Dell to see about the warantee but they have told me it has run out even though it was only purchased just before Christmas 2016.

Can anyone shed some light on the issue and a possible resolution?

LSUFAN51 · Answer

:emotion-2:

Please run the Diagnostic tool to check hardware on the system by following steps below:

1. Power off system

2. Power on system, quickly tap the F12 key continuously until you see Preparing one time boot menu in the top right corner of the screen. In the boot menu, stroll down to Diagnostic and then click it. After quick tests, click on Hard Drive and then Thorough Test Mode. Run Memory as well. Report back any error code.

PaulC92 · Answer

I have done these tests, both short and thorough. No error messages or codes come back, all tests pass?

LSUFAN51 · Answer

Glad to know the system isn't experiencing any hardware problems on it. The problem appears to be a software problem which mostly likely to be Dell's Support Assist. Please check if Dell Support Assist OS Recovery is in the BIOS. If present, you could disable it by following steps below.

1. Power on system, quickly tap the F2 key continuously to get into the BIOS

2. On the left pane, expand Support Assist System Resolution and select Support Assist OS Recovery

3. On the right pane, select or clear the Support Assist OS Recovery check box to enable or disable the automatic start of the Support Assist OS Recovery environment.

4. Press F10 to save changes and exit.

Dell SupportAssist OS Recovery User’s Guide

LSUFAN51 · Answer

Please list Dell model number and version of windows for further assistance. Example: Dell XPS 9550, windows 10

PaulC92 · Answer

I have done this aswell thinking along the same lines.

Prior to trying to restore the computer to factory settings, the boot screen would have a small circle animation to show it was booting up. Now it shows a Dell logo with no animation. It just continually restarts.

Any idea?

LSUFAN51 · Answer

We're posting at the same time......:emotion-2: Please list Dell model number and version of windows for further assistance. Example: Dell XPS 9550, windows 10

PaulC92 · Answer

Dell Inspiron 14-3452 running windows 10.

I dunno if it makes a difference but when I first got the laptop the storage on it was extremely low. I think it had 30/32GB memory, I wouldn't be using it for anything but internet and emails. After starting it up, it would go down to less than a GB of storage?

LSUFAN51 · Answer

' Prior to trying to restore the computer to factory settings ' :emotion-2: If you use 'Reset This PC' tool to restore factory settings on the system, I'd suggest you use Dell media to restore factory settings. Dell Windows Backup Media and Recovery Options | Dell US If you already use Dell media, I suggest you do a clean install of windows 10 by using media creation tool from Microsoft. Download Windows 10 - microsoft.com How to do a Clean Install of Windows 10, the Easy Way

nathanmiah · Answer

I'm having this issue but the Diagnostic test remains stuck on 3min 2sec remaining, even though it's been on an hour. Any suggestions?

Windows General

Dell Booting Cycle and SupportAsssist

Was this post helpful?