Please help me understand, if any hardware/software changes were made on the computer?
Remove any peripheral devices that are attached to the computer. Peripherals include:
Printers
Scanners
Media Card Readers
Mobile devices such as smart phones or tablets or portable digital assistants or MP3 players
Digital cameras or video recorders
USB storage devices
Remove the computer from a docking station if it is in one
Remove any CDs or DVDs in the optical drive
Remove the AC adapter from the computer and remove the AC power cord from the wall outlet. Wait a minute or two for the power to drain from the AC adapter.
Remove the computer's battery. For instructions on how to do this, consult the Online Owner's Manual.
Press and hold the computer power button for 15 seconds.
Insert the AC adapter plug and make sure it is seated properly.
Plug in the AC power cord to a known good working outlet.
Press the power button to see if the computer turns on.
If the computer starts, turn it off and put the battery back in.
Press the power button to see if the computer turns on.
If the computer starts, turn it off and continue replacing peripheral components until you determine which one is causing the failure.
If the issue persists, run diagnostics on the computer (restart the computer by holding FN and Power button simultaneously) let the diagnostics complete.
Thanks for the response, Rajesh. I cannot recall correctly what I was doing prior to this issue occurring - the laptop had been powered down (as usual) and this happened when I tried to start it up again. I think I had also run an anti-malware program prior to shutting it down earlier (this I had done quite a few times before as well without any issues).
I saw some other posts about trying to drain the battery, and I have been keeping the laptop on and without an A/C power connection for many hours now. I also ready about removing the battery but it seems to involve moving several key components out including the hard drive before I can get to the battery, and I am a bit nervous about doing that. Is there no other way to resolve this? Is this a known issue?
I recommend running diagnostics. Run diagnostics on the computer (restart the computer by holding FN and Power button simultaneously) let the diagnostics complete.
During diagnostics kindly let me know the if any diagnostics indicator is hear. This would isolate the issue.
Thanks but I was not even able to run the diagnostics - the FN and power button combo seemed to have no effect; it would still get to the DELL logo screen and freeze. I had to call Tech Support, and they asked me to send the machine in for repair. :-(
Glad to know that you have called Dell technical support and the issue would be fixed by sending the computer for repair. Please be rest assured that the computer would be tested before sending it back to you.
Dell-Rajesh R
4 Operator
•
3.3K Posts
0
March 12th, 2013 18:00
Hi ddt72,
Please help me understand, if any hardware/software changes were made on the computer?
Remove any peripheral devices that are attached to the computer. Peripherals include:
Remove the AC adapter from the computer and remove the AC power cord from the wall outlet. Wait a minute or two for the power to drain from the AC adapter.
If the issue persists, run diagnostics on the computer (restart the computer by holding FN and Power button simultaneously) let the diagnostics complete.
Awaiting your response!
ddt72
3 Posts
0
March 12th, 2013 19:00
Thanks for the response, Rajesh. I cannot recall correctly what I was doing prior to this issue occurring - the laptop had been powered down (as usual) and this happened when I tried to start it up again. I think I had also run an anti-malware program prior to shutting it down earlier (this I had done quite a few times before as well without any issues).
I saw some other posts about trying to drain the battery, and I have been keeping the laptop on and without an A/C power connection for many hours now. I also ready about removing the battery but it seems to involve moving several key components out including the hard drive before I can get to the battery, and I am a bit nervous about doing that. Is there no other way to resolve this? Is this a known issue?
Dell-Rajesh R
4 Operator
•
3.3K Posts
0
March 14th, 2013 18:00
Hi ddt72,
I recommend running diagnostics. Run diagnostics on the computer (restart the computer by holding FN and Power button simultaneously) let the diagnostics complete.
During diagnostics kindly let me know the if any diagnostics indicator is hear. This would isolate the issue.
Awaiting your response!
ddt72
3 Posts
0
March 17th, 2013 12:00
Thanks but I was not even able to run the diagnostics - the FN and power button combo seemed to have no effect; it would still get to the DELL logo screen and freeze. I had to call Tech Support, and they asked me to send the machine in for repair. :-(
Dell-Rajesh R
4 Operator
•
3.3K Posts
0
March 19th, 2013 17:00
Hi ddt72,
Glad to know that you have called Dell technical support and the issue would be fixed by sending the computer for repair. Please be rest assured that the computer would be tested before sending it back to you.
Please let me know if you have any other queries.
Awaiting your response!