Course Introduction
Self-Heal is an option that helps recover a Dell Latitude system from a No Post, No Power, No Video situation.
Self-Heal is an option that helps recover a Dell Latitude system from a No Post, No Power, No Video situation.
Front-line Agent Action: Front-line agents must encourage the customer to perform this step before isolating the issue as a motherboard failure. If the customer is not comfortable performing the Self-Heal procedure, then please document the dispatch being created in 5GL. Advise the onsite engineers to perform the Self-Heal procedure as one of the mandatory initial steps. Advise them that if the Self-Heal procedure is unsuccessful, to continue with the regular troubleshooting before part replacement.
Onsite Engineer Action: The Latitude Self-Heal procedure has to be a mandatory initial step. If the Self-Heal procedure is unsuccessful, continue with the regular troubleshooting before part replacement. Document Self-Heal results in the call closure log (Self-Heal Pass or Fail).