KHUSHBU S (4/28/2021, [Link] AM): Thank you for contacting Dell Basic Warranty
Support. My name is Khushbu S.
KHUSHBU S (4/28/2021, [Link] AM): Hello Helen, How are you doing today?
Helen (4/28/2021, [Link] AM): My dat has been good.
Helen (4/28/2021, [Link] AM): day*
KHUSHBU S (4/28/2021, [Link] AM): Sounds great, how can I help you?
Helen (4/28/2021, [Link] AM): Theres an issue with my Dell laptop. It sends me to
a SupportAssist page and theres a loud beeping noise. It says that my hard drive is
not installed.
Helen (4/28/2021, [Link] AM): I dont know how to fix it.
KHUSHBU S (4/28/2021, [Link] AM): I'm sorry for the issue you are experiencing
with the system.
KHUSHBU S (4/28/2021, [Link] AM): Can you confirm that the system you need
support with is INSP 5406 2N1 with Service Tag : FHBDN93?
Helen (4/28/2021, [Link] AM): Yes.
KHUSHBU S (4/28/2021, [Link] AM): Is there any physical damage to the system?
Helen (4/28/2021, [Link] AM): I don't think so. Last night it was working just
fine and shut it off before going to bed.
KHUSHBU S (4/28/2021, [Link] AM): Alright.
KHUSHBU S (4/28/2021, [Link] AM): Disconnect all external devices and peripherals
connected to your system. Disconnect the AC Power Cord too. Press and hold the
Power button for 15 seconds to release the Flea-Power. Connect the power cord and
Power the system on to check if the issue still persists.
Helen (4/28/2021, [Link] AM): Ok 👍
KHUSHBU S (4/28/2021, [Link] AM): Please let me know once you are done.
Helen (4/28/2021, [Link] AM): I held down my power button for 15 seconds but its
not working.
KHUSHBU S (4/28/2021, [Link] AM): May I know what are you able to see on the
screen?
Helen (4/28/2021, [Link] AM): Is there a way to send a photo?
KHUSHBU S (4/28/2021, [Link] AM): Yes, please attach the image.
KHUSHBU S (4/28/2021, [Link] AM): When you click on continue, what are you able
to see?
Helen (4/28/2021, [Link] AM): i
Helen (4/28/2021, [Link] AM): It takes me back to the same page.
KHUSHBU S (4/28/2021, [Link] AM): Restart the computer
As the computer boots, press F12 when the Dell Splash Screen appears
At the One Time Boot menu, press the arrow key to highlight Diagnostics and press
enter
A graphical menu, listing all the discovered devices in the system is now displayed
and the express diagnostics will run
KHUSHBU S (4/28/2021, [Link] AM): Please ignore the above step.
KHUSHBU S (4/28/2021, [Link] AM): Shutdown the computer
Press and Hold the <Fn> key while pressing the power button, then release both
A graphical menu, listing all the discovered devices in the system is now displayed
and the express diagnostics should run
If the diagnostics fail, make a note of the error code
Based on the diagnostic findings, the code will assist you in troubleshooting the
fault
Note: Takes about 4 minutes to complete
KHUSHBU S (4/28/2021, [Link] AM): Please follow this one.
Helen (4/28/2021, [Link] AM): How long do I press and hold the Fn and shut down
key?
KHUSHBU S (4/28/2021, [Link] AM): Shutdown the computer
Press and Hold the <Fn> key while pressing the power button, then release both.
Helen (4/28/2021, [Link] AM): Ok
Helen (4/28/2021, [Link] AM): It should show a test run right?
KHUSHBU S (4/28/2021, [Link] AM): Yes, it will be quick test.
Helen (4/28/2021, [Link] AM): The results still show the same page.
KHUSHBU S (4/28/2021, [Link] AM): Yes.
KHUSHBU S (4/28/2021, [Link] AM): If there are is error message you'll be able to
see on the same place.
Helen (4/28/2021, [Link] AM): Whats the next step after doing the test?
KHUSHBU S (4/28/2021, [Link] AM): Is the test completed?
Helen (4/28/2021, [Link] AM): Yes.
KHUSHBU S (4/28/2021, [Link] AM): Are all the test passed?
Helen (4/28/2021, [Link] AM): Its still the same error code with the QR code.
KHUSHBU S (4/28/2021, [Link] AM): Alright.
KHUSHBU S (4/28/2021, [Link] AM): I'll help you with the step which is a little
big one.
KHUSHBU S (4/28/2021, [Link] AM): Enter System Setup. (Tap the F2 key at the Dell
logo)
Click Restore Settings, click the radio button for BIOS Defaults then click OK or
with other BIOS types found on systems such as Alienware, press F9 to Load
Defaults.
Click or select Yes to any confirmation dialogs when/if they appear.
Open the “General” section and review the settings under Boot Sequence. The boot
sequence allows the user to select the bootable devices and order the system should
attempt to boot from first. In most cases the Windows Boot Manager should be the
first.
Review settings under Advanced Boot Option to ensure they are correctly configured.
These options determine if the system will boot in UEFI or Legacy mode. In most
cases the Legacy options will be disabled.
Open the System Configuration section and review each setting under SATA Operations
and Drives to ensure they are configured correctly. In most cases AHCI and RAID On
should be on and all drives selected.
Press < Esc > or select Exit. If prompted Are you sure you want to exit? Select
Yes.
Restart the computer and re-enter the BIOS to ensure settings are being saved. If
the setting have reverted back to base settings, the CMOS battery may need to be
replaced.
If the settings are still configured correctly, exit the BIOS and allow the
computer to restart
Helen (4/28/2021, [Link] AM): How am I supposed to click on F2?
Helen (4/28/2021, [Link] AM): Am I supposed to click the Fn key at the same time
as the F2 on the very row of my keyboard?
KHUSHBU S (4/28/2021, [Link] AM): Now you are entering the BIOS so please press
F2.
Helen (4/28/2021, [Link] AM): Im a little lost
Helen (4/28/2021, [Link] AM): After I did the quick test, it didnt show any
discovered devices on my system.
KHUSHBU S (4/28/2021, [Link] AM): Alright no worries, we can skip the test.
Helen (4/28/2021, [Link] AM): Do I go back to the error page?
KHUSHBU S (4/28/2021, [Link] AM): Are you comfortable to remove parts from the
system?
Helen (4/28/2021, [Link] AM): No
KHUSHBU S (4/28/2021, [Link] AM): Alright.
KHUSHBU S (4/28/2021, [Link] AM): Based on the symptoms & results of
troubleshooting indicates that the Replace Hard drive needs to be replaced. I'm
going to setup for an On-Site service. I'll arrange for a Dell Certified Technician
visit with the Replacement parts to make sure that all parts are installed &
checked properly. In case the problem persists, the Onsite Technician will take
necessary actions. Should I go ahead and set that up for you?
Helen (4/28/2021, [Link] AM): Yes please
KHUSHBU S (4/28/2021, [Link] AM): Sorry I see you have mail In warranty.
KHUSHBU S (4/28/2021, [Link] AM): Based on the symptoms & troubleshooting
results, it is evident that components internal to your system need to be replaced.
Since your system has Return-to-Depot warranty, it needs to be sent to our Repair
Center and the turn-around-time for the repair process would be 7-10 Business days.
Let me set it up for you, Okay?
Helen (4/28/2021, [Link] AM): Ok
KHUSHBU S (4/28/2021, [Link] AM): Please confirm that there is No Physical-Damage
to the System. Physical damage outside of a Complete Care/Accidental Damage
contract (usually caused by drop, fall or liquid spills) is not covered under the
System s Limited Hardware Warranty. If physical damage is discovered on the system,
there may be an additional cost incurred by the end user in order to complete the
service. You still have the option to decline the fee if you wish and have the
system sent back to you unrepaired.
Helen (4/28/2021, [Link] AM): There is no damage to the physical laptop.
KHUSHBU S (4/28/2021, [Link] AM): Can you please provide
1) Name and Phone Number (preferably of the person who will send the System to
Depot) &
2) Complete Address including Zip-Code where System needs to be picked-up from &
delivered to after repairs?
Helen (4/28/2021, [Link] AM): Helen Pham, 858 829 8256
Helen (4/28/2021, [Link] AM): 8215 Jade Coast Road Unit 84
KHUSHBU S (4/28/2021, [Link] AM): Please help me with the complete address
included the zip code
Helen (4/28/2021, [Link] AM): 92126
Helen (4/28/2021, [Link] AM): 8215 Jade Coast Rd Unit 84, 92126
KHUSHBU S (4/28/2021, [Link] AM): Thank you for details.
KHUSHBU S (4/28/2021, [Link] AM): To set your expectations, the Repair may
require for the Hard-Drive/SSD to be replaced or for the Operating System to be
reinstalled thereby resulting in complete data-loss. Do you agree to let Dell Re-
install operating system if needed as part of the repair process?
Helen (4/28/2021, [Link] AM): Yes, I agree.
KHUSHBU S (4/28/2021, [Link] AM): Thank you. Please also mark your consent while
filling the Depot Repair Form before sending your System. Please be informed that
Dell is/will not be liable for Data Loss/Recovery.
KHUSHBU S (4/28/2021, [Link] AM): Can you also please check the system for any
missing keyboard keys, plastic parts, screws, rubber bumpers or rubber feet? While
these things would be insignificant, we could easily get them fixed along with the
Depot service.
Helen (4/28/2021, [Link] AM): There are no missing key or components.
KHUSHBU S (4/28/2021, [Link] AM): Given below are a few disclaimers pertaining to
the dispatch I'm setting up for you today. Requesting you to please acknowledge the
same.
KHUSHBU S (4/28/2021, [Link] AM): Please be aware that in order to make sure that
the appropriate system is being serviced, the Depot technician will be confirming
the service tag before beginning repairs.
KHUSHBU S (4/28/2021, [Link] AM): You will receive Empty-Box with packing
material & a return prepaid waybill within 2-3 Business days. Please ship the
System back to us at the earliest to enable quick service of your product.
KHUSHBU S (4/28/2021, [Link] AM): Do verify the following before shipping the Box
1. Defective unit is included
2. Battery is included
3. Dell AC Adapter (Charger) is included
4. Back up any personal data (If Applicable)
5. Remove any SD/Memory Cards in the unit.
6. Remove any external peripherals.
KHUSHBU S (4/28/2021, [Link] AM): For reference, your Service Request/Case # is
1058246125.
KHUSHBU S (4/28/2021, [Link] AM): I'm going to send you a summary email at the
end of our chat. It'll contain your Service Request # and other vital information
pertaining to today's conversation.
Please reply to that email and my team will contact you. That way we can pick up
where we left off and save you a lot of time and trouble.
Helen (4/28/2021, [Link] AM): May I change the email address to my main one?
Helen (4/28/2021, [Link] AM): phiquyentpham@[Link]
KHUSHBU S (4/28/2021, [Link] AM): I have updated the email address.
KHUSHBU S (4/28/2021, [Link] AM): I hope I have addressed all your concerns
regarding the system. Is there anything else I can assist you with today?
Helen (4/28/2021, [Link] AM): Nothing else, thank you though!
KHUSHBU S (4/28/2021, [Link] AM): Thank you for choosing Dell. Have a wonderful
day.
Stay safe, take care.
