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BIOS Version: 1.23.0

Diag Module Version: ED.5.4.16

Problem description:

The system intermittently fails to detect the internal M.2 NVMe SSD. When this happens, Windows crashes with a "We ran into a problem" message, the laptop restarts, and it boots into SupportAssist On-board Diagnostics or displays "No bootable devices found." I often need to restart the machine many times before it boots successfully — today it took 14 attempts.

Diagnostic findings:

- BIOS Setup > Storage shows: M.2 PCIe SSD — Type = {none}, Device = {none}

- The BIOS event log contains dozens of entries: "Fail ED.5.4.16 Error:2000:0155 Hard Drive - Not installed" (the oldest visible entry is dated 15 June 2026, but the log appears to overwrite older records)

- One additional entry: "Error:2000:8135 Charger - Unable to detect charger" on 29 July 2026

- The ePSA Advanced Test passed with Result Code 2000-0000 / Validation Code 116810 — the fault is intermittent, so the drive tests fine whenever it happens to be detected at test time

Troubleshooting already performed:

- Full ePSA extended diagnostics (passed)

- Flea power drain (30-second power button hold, disconnected) — no improvement

- The SSD was physically removed, cleaned, and reseated approximately 3 months ago — the issue continued

- Original Dell charger is used at all times

Timeline: The issue first appeared in January 2026, while the system was still under warranty. The warranty expired in April 2026.

My questions:

1. Is there any known issue or active Service Campaign for the XPS 16 9640 relating to SSD detection failure?

2. Given that the fault began during the warranty period and is documented in the system's own BIOS logs, is any support or goodwill repair available?

3. Can you confirm from the diagnostic data whether the fault is more likely the SSD itself or the M.2 slot / system board?