Dell advised me to set up a different Windows account

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  1. Posts : 28
    Windows 10 x64
       #1

    Dell advised me to set up a different Windows account


    When I was unable to update the BIOS on my Dell XPS 9570 laptop, I called Dell support. They were only able to install the new BIOS by taking over my computer and logging into Windows 10 with a Dell account. After successfully updating the BIOS, the tech support person said that I would have to close my Windows account and set up a different Windows account in order to install future BIOS updates. I couldn't understand the explanation because the tech support person spoke poor English. How do I do this, and will it cause other problems?
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  2. NavyLCDR's Avatar
    Posts : 15,591
    Windows 10 Pro
       #2

    What the Dell support person told you just does not make any sense. But.... here is how to create new user accounts:
    Add Local Account or Microsoft Account in Windows 10

    Make sure the new account is an administrator before you switch to using it:
    Change Account Type in Windows 10
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  3. Try3's Avatar
    Posts : 7,751
    Windows 10 Home x64 Version 20H2 Build 19042.928
       #3

    When I was unable to update the BIOS
    1 What were the symptoms of the problem? What did & did not happen?

    2 Do you have any other strange things happening on the computer?

    3 Is your user account an Admin user account?

    4 They could only log in if there was a pre-existing user account for them to do so or if they used your user account to create an additional Admin user account [which also indicates that your account is an Admin one]. Do you know which was the case?

    And another thing [prompted by bro's post below]

    5.1 What BIOS update procedure were you following? Did they use the same procedure or a different one? My Dells just run a downloaded exe with no need to create any bootable USB [I don't recall having to do it that way for a decade].

    5.2 If you go to Dell Drivers & downloads using your Dell Service Tag, in what form are BIOS updates presented to you?

    5.3 If, on the Drivers & downloads list entry for your updated BIOS, you click the down arrow next to the Download button then click on the link for View full driver details what Installation instructions are given on that page [down near the bottom above the picture about video tutorials].

    Denis
    Last edited by Try3; 31 Jul 2019 at 22:43.
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  4. bro67's Avatar
    Posts : 8,359
    Mac OS Catalina
       #4

    Dell support are idiots. Bitlocker, Internet Security programs, Backup programs and the such can cause issues. See this for how to create a bootable USB for flashing the bios. https://www.dell.com/support/article...4/SLN143196/en
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  5. Posts : 28
    Windows 10 x64
    Thread Starter
       #5

    Try3 said:
    1 What were the symptoms of the problem? What did & did not happen?

    I tried to update the Bios from 1.10.1 to 1.12 by going to the Dell support site and clicking the button to let the site analyze my computer for needed updates. There was message that the Bios updated needed to be installed manually. I downloaded it and ran it, but received the following error message: Firmware Update Utility: Could not find valid Policy or Resource Payload.
    2 Do you have any other strange things happening on the computer?

    No.
    3 Is your user account an Admin user account?
    It's a personal laptop, and I have both personal and administrative rights.
    4 They could only log in if there was a pre-existing user account for them to do so or if they used your user account to create an additional Admin user account [which also indicates that your account is an Admin one]. Do you know which was the case?
    There was no pre-existing account for them. They used my account to create an additional Admin user account, and it's still on my computer. My next step is to figure out how to delete it.
    And another thing [prompted by bro's post below]
    5.1 What BIOS update procedure were you following? Did they use the same procedure or a different one? My Dells just run a downloaded exe with no need to create any bootable USB [I don't recall having to do it that way for a decade].

    They used a different procedure. They ran the Dell utility, but it also failed until they logged in with the Dell account.
    5.2 If you go to Dell Drivers & downloads using your Dell Service Tag, in what form are BIOS updates presented to you?
    First I get a button Detect PC. When I click on, the next page shows my service tag and a horizontal menu that includes Drivers and Download. When I click on Drivers and Downloads, it shows the needed updates, which yesterday included the Bios update.
    5.3 If, on the Drivers & downloads list entry for your updated BIOS, you click the down arrow next to the Download button then click on the link for View full driver details what Installation instructions are given on that page [down near the bottom above the picture about video tutorials].
    It's gone now because the Bios update has been installed, but I think that there was a note that I had to do a manual installation of the Bios.
    Denis
    I'm adding this line because of a message that my reply is too short.
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  6. Try3's Avatar
    Posts : 7,751
    Windows 10 Home x64 Version 20H2 Build 19042.928
       #6

    "Firmware Update Utility" must be a component within the updated BIOS's exe file then. I have not seen that term. I know there is a utility called "Dell 64BIT BIOS Flash Utility" but it does not seem to apply to your model.

    If they succeeded only when using a newly-created [Admin] user account then perhaps there is a fault with your existing account profile which would match what they said to you.
    - I suggest that you assume this is true and create a new password-protected local Admin account now to ensure that you can get into the computer if your current user profile deteriorates further.
    - It does seem to me to be a very odd symptom of user profile corruption. I would have expected you to have reported problems authorising other Admin-level jobs as well as this symptom.

    If you currently use an MSAccount as your user account then you could try carrying on with it for the time being [secure in the knowledge that you have already created that fallback Admin account].
    - I have only worked with local user accounts so I am not familiar with procedures for replacing an MSAccount on the computer.
    - Perhaps one of the others could post suggestions.

    It is possible that somebody in the Dell forums for XPS could shed more light on the problem but I am not sure.

    Sorry I cannot be of more help,
    Denis
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  7. ThrashZone's Avatar
    Posts : 7,128
    3-Win-7Prox64 2-Win10Prox64
       #7

    Hi,
    Wouldn't be outlandish to say a corrupt user account occurred
    I'm sure just a refresh install might cure it and keep apps and personal files intact.

    If dell rep now knows your password... that might be a good idea to change.
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  8. Posts : 28
    Windows 10 x64
    Thread Starter
       #8

    Do I created a new admin account through Family & other users on the Account screen in settings?

    I deleted the Dell account, and Dell does not have my password.
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  9. ThrashZone's Avatar
    Posts : 7,128
    3-Win-7Prox64 2-Win10Prox64
       #9

    Hi,
    Just do a refresh install no need to create a new user account
    If one user account admin rights is corrupt the new would also likely be corrupt

    Refresh Windows 10
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  10. Try3's Avatar
    Posts : 7,751
    Windows 10 Home x64 Version 20H2 Build 19042.928
       #10

    Yes, you can create a new local account in Settings, Accounts, Family & other users, Add someone else to this PC. Write the password down somewhere secure yet handy.
    Add a Local Account or Microsoft Account - TenForumsTutorials

    When you have created it you will see it on the list there. Select it, click on Change account type and make it an Admin account.

    You could also look through Delete User Account - TenForumsTutorials but, as I said above, I have virtually no experience of using MSAccounts.

    Denis
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