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September 25th, 2020 07:00
XPS 15 9500 cannot reboot, stuck on the Dell logo
My XPS 15 9500 cannot reboot this morning.
It has the problem of screen freezing issue (like this one https://www.dell.com/community/XPS/XPS-15-9500-screen-freezing-frequently/m-p/7685872#M69001) since I bought it in July 2020. But I always ignore it by press the power button and re-login system.
But it suddenly cannot reboot today. The computer stuck on the black screen with Dell logo. I can't put up with it any longer.
The keyboard light is on, the fan is on. If you leave there for a longer time the fan will spin like crazy.
I checked some support manual on Dell, this case may be called NO POST.
1. I tried pressing the power button for 30 seconds a couple of times, no help.
2. I tried holding Fn/F2/Shift + power button, no help.
3. I unplugged the battery + press the power button for 30 seconds + plug in the battery, no help.
Dell, please tell me what else should I do.
binorchen
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October 24th, 2020 08:00
Dell sent people to my place and replaced the motherboard. But unfortunately, the screen randomly freezing problem remains. I hope you good luck.
Update - system was replaced.
Mary G
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September 25th, 2020 07:00
Did you contact Dell Support about the problem as soon as it happened? You have a one year warranty on hardware. Reboot the computer and immediately tap F12 right away without waiting for any screen. Keep tapping to get to the boot menu and run the diagnostics to see if any hardware has failed.
DELL-Cares
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September 26th, 2020 01:00
Hi binorchen, I am from the Social support team. I understand that you are facing issues with the system. Please be assured, I am here to help you. I'll do my best to have this resolved at the earliest.
I will need your help in performing some simple steps to identify what’s causing this. I am adding videos to make it easier for you to follow. Let me know if you are stuck at any point during the troubleshooting, and I’d be glad to help you.
Here is a video on how to identify if this is a no post issue: https://dell.to/3j43FtW
DELL-Cares
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September 26th, 2020 01:00
Please PM us for further assistance.
binorchen
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September 26th, 2020 01:00
The cannot reboot problem happened the date I post this thread (09-25-2020).
The screen freezing problem happened within one week after I bought it. I was expecting it is software issue and maybe can be fixed someday by driver update.
I tried F12 + power button. It didn't work.
But anyway, thank you for your reply.
binorchen
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September 28th, 2020 06:00
Hi,
1. Do you see the Dell logo after you push the power button?
A: The Dell logo is on as I described in the title and also shown in the video.
2. Check if the light on the Caps Lock key turns on when toggled.
A: The light of Caps Lock key is on.
3. Is the power button LED / system LED solid or blinking in a certain pattern? If it is blinking, share a video of the pattern for us to review.
A: The system LED is off, not blinking.
4. Also, do you hear any beeps from the system? If yes, share a video of the pattern.
A: It seems there is a very week beep continuously beeping, no specific pattern, just continuously beeping.
Video link: https://drive.google.com/file/d/1qdQxzaurxeKgKFOVX0e66OzUpwLfxOVo/view?usp=sharing
DELL-Jesse L
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September 28th, 2020 07:00
binorchen
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September 28th, 2020 08:00
Please check the beep video below.
https://drive.google.com/file/d/1qgdEm3hMfs6AJy48qXvMicBDdquUQXhV/view?usp=sharing
robert.toga
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October 7th, 2020 09:00
I had same issue with my 9500, couldn't even enter BIOS. Had to sent it to Dell, where mainboard has been replaced.
naan_
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January 28th, 2025 22:03
same problem 2025.
I had this problem last year and replaced the RAM, fixed it for a while. then happened again and again. I had the flashing RGB screens on boot. I had the stuck on Dell no boot, I had the 2 white 2 amber for ram issues the first time. I have no flashing led code here, but the computer will just go into black whirring up the fan every minute.