Dell XPS: Laptop struggling to get past Dell screen


  1. Posts : 4
    Windows 10
       #1

    Dell XPS: Laptop struggling to get past Dell screen


    Hi Everyone-

    Hoping to get some help/insight. My laptop (Dell XPS 13 / Version number 18362.657) has been struggling to turn on for sometime. The screen will light up with the Dell logo, however will not move past that point until I manually shut down & restart.

    I've been running some tests through the SupportAssist to make sure everything is okay and during the Hardware Checkup / Stress Test, I got the 'System Tests Were Not Completed Successfully' with an error on Video Card - Intel (R) HD Graphics 630: Transformation and Lighting Stress Test with an abnormal exit. I'm not sure if this is the cause, but I ran a diagnostic test upon rebooting and there were no errors...

    If anyone has any insight into what may be wrong, please let me know!
      My Computer

  2. Brink's Avatar
    Posts : 57,747
    64-bit Windows 10 Pro for Workstations build 21390
       #2

    Hello Lina,

    As a test, you might turn off Fast Startup to see if that may have been a cause. It can sometimes cause issues like this.

    Turn On or Off Fast Startup in Windows 10
      My Computers

  3. fireberd's Avatar
    Posts : 2,372
    Win 10 Pro, 20H2
       #3

    There are 10 different XPS 13's listed on the Dell support site. e.g. 9350, 9370. What is your exact model number?

    The error with the
    Video Card - Intel (R) HD Graphics 630 is the Intel CPU video integrated into the CPU.

    There seems to be a discrepancy between the POST (Power On Self Test)/Dell diagnostics and the Support Assist tests. We have seen many problems with the Support Assist, in general, on the Dell Community Forums.

    We have seen many different start up problems fixed by resetting the CMOS Memory (BIOS). However that requires removing the back to access the CR2032 coin cell battery located on the main (mother) board.


      My Computers


  4. Posts : 4
    Windows 10
    Thread Starter
       #4

    fireberd said:
    There are 10 different XPS 13's listed on the Dell support site. e.g. 9350, 9370. What is your exact model number?

    The error with the
    Video Card - Intel (R) HD Graphics 630 is the Intel CPU video integrated into the CPU.

    There seems to be a discrepancy between the POST (Power On Self Test)/Dell diagnostics and the Support Assist tests. We have seen many problems with the Support Assist, in general, on the Dell Community Forums.

    We have seen many different start up problems fixed by resetting the CMOS Memory (BIOS). However that requires removing the back to access the CR2032 coin cell battery located on the main (mother) board.


    Hi @fireberd. I have a laptop is a Dell XPS 15 9560. I'm assuming that means I have to take my laptop to get serviced ?
      My Computer


  5. OAG
    Posts : 26
    W10P
       #5

    You may want to try STARTUP under Task Manager. Maybe disable everything then reboot and see if that has any impact. Then re-enable one at a time until you find the culprit(s). I have a 9550 and a 9570 (both 15 inch Dells) and the MB batteries are still fine. There was a problem in the past with a NVIDIA driver with the 9550 (15) but not sure if in impacted the (13).
      My Computers

  6. fireberd's Avatar
    Posts : 2,372
    Win 10 Pro, 20H2
       #6

    You originally mentioned an XPS 13 but now say XPS 15 9560?

    The XPS 15 9560 Dell manual HERE details how to remove and replace the CMOS backup battery. Whether you feel you can do it or not?
    If your 9560 is still under warranty (or extended warranty) I would first contact Dell support and tell them about the Support Assist reported error and your boot up problem. Only Dell support can get it corrected under warranty. If its out of warranty I would do the CR2032 battery removal for at least 10 minutes to reset and see if that helps.
      My Computers

  7. The Pool Man's Avatar
    Posts : 799
    10
       #7

    OAG said:
    You may want to try STARTUP under Task Manager. Maybe disable everything then reboot and see if that has any impact. Then re-enable one at a time until you find the culprit(s). I have a 9550 and a 9570 (both 15 inch Dells) and the MB batteries are still fine. There was a problem in the past with a NVIDIA driver with the 9550 (15) but not sure if in impacted the (13).
    I don't know if my advice here would work within your recommendation, but I remember (as an Apple user) they'd offer advice like this. Try one thing at a time until you find the culprit. I'm like, yes, I want to spend the next DAY doing just that. (Arrrgggh.)

    Then it occurred to me: enable the first half. If the problem returns, it's in that half. If the problem doesn't return, it's in the other half. This made an annoying process much faster.
      My Computer


  8. Posts : 264
    Windows 10
       #8

    The Pool Man said:
    I don't know if my advice here would work within your recommendation, but I remember (as an Apple user) they'd offer advice like this. Try one thing at a time until you find the culprit. I'm like, yes, I want to spend the next DAY doing just that. (Arrrgggh.)

    Then it occurred to me: enable the first half. If the problem returns, it's in that half. If the problem doesn't return, it's in the other half. This made an annoying process much faster.
    that is troubleshooting 101!
      My Computer


 

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