Dell

Resolved Question

Dell Inspiron 5720 Laptop Windows 8 64x

by Deecedak / April 30, 2013 11:44 PM PDT

Restart or startup is not working on first attempt to startup
Laptop hangs at the Dell logo, dell logo flashes and the screen is black with light on. Push the power button than windows will load normally. This is an ongoing problem I have refreshed system 5 times and this corrects the restart issue. System is stable and startup and restart will work normally. After a couple of weeks startup and restart will not work properly. Dell diagnostics all passed. Computer is up to date with all updates. This is Windows 8

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All Answers

Best Answer as chosen by Deecedak

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All these are well inside warranty.
by R. Proffitt Forum moderator / April 30, 2013 11:48 PM PDT

Sounds like a product defect or a virus/rootkit/malware infection. My bet is Dell will have you perform a factory restore so my advice is to prepare for that. Be sure you have backups (more than one) of what you can't lose prior to the call to Dell.

Remember I can't guess if you have things plugged into the USB ports.
Bob

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Dell Inspiron 5720 Laptop Windows 8 64x
by Deecedak / May 1, 2013 12:31 AM PDT

I think it may be a product defect also. I don't know anything about rootkit. When this issue first occured I did contact Dell and was instructed to do a factory restore. Restored the laptop to new and reinstalled all software. Laptop worked fine for a few weeks then the restart problem was back. That is when I refreshed windows 8 4 more times, the refresh corrects the restart issue and again after working correctly for a couple of weeks restart will not work. I am using Trend antivirus and have also used malwarebytes says 0 detected. I have the laptop plugged in power all the time also I am using a wireless mouse. Dell says they can fix the computer however as you can read the refresh function does not permanently fix the issue. I hope this explanation is clear as I am not a techie with computers, just a frustrated Dell user.

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Document everything.
by R. Proffitt Forum moderator / May 1, 2013 12:36 AM PDT

Since it was doing this when new, you must keep a small record of the calls. I noted anything USB since I'm finding laptops that fail to boot like you wrote and while unplugging the printer or external drive may help, that's still a defect in the design.

In your case you may try to change how windows closes down. I don't have your machine to detail exactly what options you have by look to trying hibernate rather than sleep.
Bob

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Dell Inspiron 5720
by Deecedak / May 1, 2013 12:52 AM PDT
In reply to: Document everything.

I do have hibernate disabled. Sleep function is set to never when plugged in. I put computer to sleep through settings then I close the lid. Only thing plugged into computer is power cord and the mouse through usb, printers are wireless. Yes I have a log of Dell contacts.

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I'd re-enable hibernation.
by R. Proffitt Forum moderator / May 1, 2013 12:58 AM PDT
In reply to: Dell Inspiron 5720

Sleep is sometimes problematic on new machines until the maker catches up.

You may be seeing something I've noticed in recent years. Folk are expecting all the bugs to be worked out prior to a product coming to the market. In the case of PCs, that's still not true. It's still the old ship it and we'll fix it later mentality. Yes they are doing better but as you have experienced, we're not there yet.

Bob

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Dell inspiron 5720
by Deecedak / May 1, 2013 1:55 AM PDT

Thanks for the imput. Just thought since I was not the only one with this problem someone could suggest a permanent fix.

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Let's share the Dell and USB 3.0 saga.
by R. Proffitt Forum moderator / May 2, 2013 1:22 AM PDT
In reply to: Dell inspiron 5720

From what I see Dell had some machines with USB 3.0 issues and the cure was from Dell as they replaced boards and issued BIOS and drivers.

This was a great example where they ship and fix it later. I'm guessing here you are trying to avoid dealing with Dell on this so all I can offer is what I do for the noted sleep issue.
Bob

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Dell Inspiron 5720
by Deecedak / May 3, 2013 1:25 AM PDT

I did contact Dell tech support yesterday. The tech did update the Bios and made some changes to computer and restart seems to be working again. Only spent 1 hour with tech support. Up to this point no one wanted to update bios. thanks for all imput.

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(NT) Just nodding. Yup.
by R. Proffitt Forum moderator / May 3, 2013 3:17 AM PDT
In reply to: Dell Inspiron 5720
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