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Dell XPS 15 boot problem

by tandersont / January 22, 2018 1:34 PM PST

I have a Dell XPS 15 laptop that is a little over a year old. I received a call asking if I wanted to purchase an extended warranty and I declined. About a month later, the support assistant told me there was a critical update I needed to install. I let it, and my computer now will no longer boot Windows; it just keeps rebooting to the Dell screen.

I contacted dell and explained the above in an email, and their response was that I need to purchase an extended warranty before they will help me. I wonder if disabling your computer to sell warranties is a standard practice at Dell. It seems very unethical to me.

Anyway, my question is, does anyone have know how I can get my computer working again other than paying Dell their ransom money? The update that they pushed out said it updated the bios.

Thank you for any help you can provide,

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All Answers

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Over the past few months
by R. Proffitt Forum moderator / January 22, 2018 1:43 PM PST

I've run into a few boot loopers. I like one case since it was none of the above. Fortunately they gave it to me and on boot I caught a message about disk checking. I made it to safe mode and did a CHKDSK /F /R /X on all drives then rebooted to let it check. It checked, repaired and then installed a pending update, rebooted two more times and then worked as if nothing was wrong.

Windows is just not as reliable as a toaster yet. I worry that many users would never know about commands like this or what to do when it breaks.

Call it ransom if you wish but Windows and PCs are not reliable enough to not go without support from ourselves or others.

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Does not seem to be getting far enough to boot to Safe mode
by tandersont / January 22, 2018 1:58 PM PST

Thanks for the reply. It does not appear to be getting far enough in the boot to get to safe mode. At it's core, I do not think it is a Windows problem. Windows never had a problem. I think the Dell Support Assistant put a version of the bios on my computer that just does not work. That is why I called it ransom, the Dell Support Assistant told me I needed to update the Dell bios on a computer that was working fine. Shame on me for doing it. I just wonder if this is a new tactic at Dell to force people into purchasing warranties to be a able to continue using their computers. I would think they would fix a problem that they clearly created. But they won't unless I pay them.

I wonder if there is a way to revert back to the old bios that was working fine? I poked around a little bit but couldn't figure out how to do it without the old file.


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There are BIOS changes that cause boot loops.
by R. Proffitt Forum moderator / January 22, 2018 2:08 PM PST

But I only bring it up since I have run into them. The BIOS may need to be reset to defaults then whatever changes are required for any custom items. I don't like custom for PCs where folk must maintain it themselves. RAID is hard on owners. The old UEFI, CMS issues are Greek to most.

And now we have Spectre and Meltdown updates that can cause bootloops when installed. Microsoft does note these and well, it's just a crapshoot who will get hit.

So who created the Spectre, Meltdown issue? Intel and AMD. The patches are going to take down a few PCs along the way so here we are again. Can you go back to what worked?

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Don't have the original BIOS
by tandersont / January 22, 2018 2:48 PM PST

That's the problem. I don't know how to revert what the Dell Support Assistant did. It doesn't appear to have saved an original copy of the BIOS. At least I can't find it. So I have to get it from Dell, but they won't give it to me unless I pay them their support fee. Even though they are the ones that told me I needed the update and broke it! That is the very frustrating part. They effectively disabled my computer and won't fix it unless I pay them.

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I wish you luck then.
by R. Proffitt Forum moderator / January 22, 2018 2:55 PM PST

While I could look on using my service tag to see what older bios was offered and see how to install that, it's clear you are not into self support.

The matter is usually under the small claims value so make that last call then file in small claims court.

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