Unsolved
1 Rookie
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37 Posts
0
549
February 1st, 2021 10:00
Missing HD :-) on XPS15" 7590
My Dell XPS 15" 7590 randomly:
- shows a blue screen of death due to an issue with its internal SSD and reboots;
- (not necessarily after the blue screen, actually almost never after the blue screen) when booting, it does not find its SSD and tells me that I am so stupid to boot a notebook without drive.
I am not able to replicate the issues. During some periods they occur often, then they disappear for months.
Is there anyone with the same issue who can help me in fixing it?
Secondly, I tried to file a warranty request but the system (after I spent minutes trying to explain what happens) asks me to update my details and fails in updating its information due to an "unexpected error" (that, from my point of view, should be changed to "expected" error). So basically I am not able to contact support. Is there any trick for updating someone's personal details?
Cheers,
thistlillo
DELL-Cares
Moderator
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27.8K Posts
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463 Points
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February 1st, 2021 11:00
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.
thistlillo
1 Rookie
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37 Posts
0
February 7th, 2021 01:00
Your support operator was very kind, but the proposed solution is unacceptable: reinstall the OS for what is likely an hardware issue. When it happens, the OS does not log anything, the machine simply restart and, often, IT DOES NOT FIND THE HARD DRIVE before the OS is loaded: how can this be related to the OS if it is not running??? This kind of support is similar to the one offered by smartphone vendors, whose answer for any problem is "perform a hard reset".
Take into account that the OS is the original one you shipped with this notebook. I even performed all the required updates and the problem is the same.
The way this 2000 euro machine works is unacceptable: you should raise your standards.
I will call the local Dell support and ask them to fix it.
Dell-Geoffrey R
6 Operator
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159 Posts
0
February 7th, 2021 01:00
Hi,
This is Geoffrey. I will review this case and get back to you via a private message
Dell-Geoffrey R
6 Operator
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159 Posts
0
February 7th, 2021 05:00
Hi, Thank you for your time and sorry for the delayed reply. I will have his case reviewed with our Level 3 team. Please allow me 24-48 hours. We will keep you posted.
Geoffrey
Dell-Geoffrey R
6 Operator
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159 Posts
0
February 7th, 2021 05:00
Hi, need one more piece of information before I submit this case to our level 3 team.
Could you let me know the SSD firmware version installed?