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We got some new Dell machines and 3 of them are having similar issues. Computer shuts down then reboots to a white Dell screen detailing the error in a pre-Windows environment.
The first time it happened, I snapped a picture and luckily had the code for Dell to get us a replacement for the computer.
Second time it happened, someone rebooted the computer and we didn’t get a chance to get the code. Same thing happened the third time it happened.
When I contacted Dell about the issue, they wanted the code and when I couldn’t produce them, they said I’d need them but the only help the rep offered was to check the BIOS logs, saying that he doubts they’d be there, but it’d be a good idea to check. Checked and, yeah, they’re not there.
I’ve tried running Dell’s diagnostic tool, SupportAssist, and it gives me an error that it can’t be run. I also tried the online tool from Dell (after supplying the service tag) and it doesn’t move past the first step of diagnosing (left it alone for hours).
The codes don’t appear in Event Viewer. In one of the affected computers, there is no activity between the time it went into this and the time it was rebooted.
The only other option I know of that will work at this time is to wait for the error to pop up again, but based on the first occurrence, that could take 2 weeks and I’m not sure if someone won’t just reboot again, making us wait again.
The codes seem to be unique, something produced by each machine individually as they encounter the issue (it appears that way, anyway), so I don’t think I can reuse the first code for the other two machines. Plus, I’m not entirely sure it is the same error and I’d like to make sure it is the same error.
Is there anything else I can do to get ahold of these codes?
Thanks!
Well Dell are not being very helpful and sending you away to search the BIOS logs as a way of getting you off the phone demonstrates that. If you can’t run the diagnostics programme then they are not working to specification and they could be returned for that. Depending on where you are in the World your legal position can help you with the argument with Dell. For instance, it could be that you can return and have a full refund in the first month without proving anything wrong and in the first 6 months Dell are allowed one attempt at a repair, etc.
The fact that you have had 3 machines with the (intermittent?) issue is alarming and Dell having accepted one back should be more active in sorting out the issue for all 3. Call them again and ask to speak to someone more senior and if that does not happen then make plans to reject them. At least you deserve an explanation of what the fault code and validation code meant on the first one so that you review what action is most suitable for all.