Resolve Hardware Issues With Built-in and Online Diagnostics (SupportAssist ePSA, ePSA or PSA Error Codes)

Summary: When your computer does not seem to be working correctly, Dell provides built-in and online diagnostics to help resolve your computer issue.

Article Content


Symptoms

When your computer or Windows Tablet is not working correctly, diagnostics are available to help you identify the issue and provide troubleshooting steps.

Dell offers diagnostics for different situations.

  • When the computer cannot boot into the operating system (fully or not at all) or cannot access the Internet, use the ePSA diagnostics. The ePSA diagnostics test the hardware at a functional level before the operating system is loaded. For more information, refer to the Dell Knowledge Base articles What are the SupportAssist ePSA, ePSA, and PSA diagnostics? and How to Enter the Built-in Diagnostics (32-bit Diagnostics, SupportAssist ePSA, ePSA, and PSA).
  • When the computer does boot into the operating system and can access the Internet, use the SupportAssist diagnostics. SupportAssist runs within the operating system environment and can test high-end functions that are related to computer components. For more information, refer to the Dell Knowledge Base article How to run the Online Diagnostics and use the Diagnostics for Troubleshooting.
    NOTE: There is no need to run an ePSA scan to validate a SupportAssist diagnostic result. The two scans are not equivalent.
    As an example: For a graphics adapter, the ePSA diagnostics can only test the basic functionality of the graphics card. It cannot test the card's maximum settings or advanced features. The SupportAssist diagnostics, however, can test the full functionality of the graphic card, including a full stress test.
  • When the Power button is pressed, and there is no sign of power to the computer, keyboard, or mouse, and no Diagnostics LEDs illuminate, refer to Dell Knowledge Base article Resolve No Power, No POST, No Boot or No Video issues with your Dell Computer

     

  • In 2019, Dell integrated SupportAssist into the ePSA diagnostics as the Dell SupportAssist Pre-boot System Performance Check diagnostics.
    The Dell SupportAssist diagnostics perform a complete check of your system hardware. The SupportAssist is embedded in the BIOS and is launched from the advanced boot menu in the same manner as the ePSAs were. The embedded system diagnostics provides options for particular devices or device groups, allowing you to:
    • Run the tests automatically or in an interactive mode
    • Repeat the tests
    • Display or save the test results
    • Run through the tests to introduce additional test options to provide extra information about the failed devices
    • View status messages that inform you if the tests are completed successfully
    • View error messages that inform you of problems encountered during testing

     

Cause

When the built-in diagnostics find an issue, they display an error code that corresponds to the issue. The code is formatted as four numbers (1000 or 2000), and then another set of four numbers (for example: 2000-0142 and 2000-0146).

When you have a code that is formatted such as 2000-XXXX, browse to SupportAssist Pre-Boot System Performance Check, and submit your error code, validation code and service tag for recommended actions.

When you have a code that is not formatted as 2000-XXXX, refer to Dell Knowledge-base article Error Codes on Dell Commercial and Consumer products

For help and information about how to run the diagnostics, troubleshooting steps and report any issues found, refer to the knowledge base articles below.

Resolution

Article Properties


Affected Product

Laptops, Inspiron, Latitude, Vostro, XPS, Retired Models, Fixed Workstations, Inspiron 3452, Inspiron 15 7572, Inspiron 7580, Inspiron 3052, Inspiron 20 3064, Inspiron 3264 AIO, Inspiron 3265, Inspiron 3452 AIO, Inspiron 3455, Inspiron 24 3464 Laptops, Inspiron, Latitude, Vostro, XPS, Retired Models, Fixed Workstations, Inspiron 3452, Inspiron 15 7572, Inspiron 7580, Inspiron 3052, Inspiron 20 3064, Inspiron 3264 AIO, Inspiron 3265, Inspiron 3452 AIO, Inspiron 3455, Inspiron 24 3464, Inspiron 24 5488, Inspiron 27 7775, Inspiron 3252, Inspiron 3268, Inspiron 3656, Inspiron 3668, Latitude 5290 2-in-1, Latitude 5290, Latitude 7290, Latitude 7390 2-in-1, Latitude 7390, Latitude 3490, Latitude 5490, Latitude 5491, Latitude 7490, Latitude 3590, Latitude 5590, Latitude 5591, OptiPlex 3050 All In One, OptiPlex 3050, OptiPlex 3060, OptiPlex 5050, OptiPlex 5060, OptiPlex 5250 All In One, OptiPlex 7050, OptiPlex 7060, OptiPlex 7450 All In One, OptiPlex 7460 All In One, OptiPlex 7760 All In One, Vostro 5370, Vostro 14 3468, Vostro 5471, Vostro 15 3568, Vostro 3578, Vostro 15 5568, Vostro 3470, Vostro 3670, XPS 27 7760, XPS 8920 See more

Last Published Date

21 Feb 2021

Version

6

Article Type

Solution

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