No boot device found new Dell XPS 13, lost valuable files!

Question

Question

No boot device found new Dell XPS 13, lost valuable files!

by regretorrr Jul 26, 2015 8:01AM PDT

I bought a Dell XPS 13 a month ago because it received rave reviews in basically every publication you can find. Never liked Dell but needed a new laptop and the great reviews made me think there was something to it. I live and work in a very underdeveloped part of the world so I picked up the laptop on my annual trip to the US.

Back to work. I transferred many key files to the laptop and used it for a month. I didn't back up because the wireless connection here is so slow that it takes a while to view an email let alone save to the cloud.

Was using the computer yesterday to check email and got the new Windows blue screen of death. "Sorry something happened, wait for restart" or something like that. It restarted, paused at the dell logo, then gave me the following text:

"No bootable devices found
"Press F1 key to retry boot
"Press F2 key for setup utility
"Press F5 key for onboard diagnositics"

When I go into Bios it doesn't find the hard drive. When I go into Dell diagnositics it says no hard drive found.

When I used a Windows USB key (which took forever to make through a coworker's laptop) I tried to "refresh windows" but it says the drive is locked. When I used the command line option I can't find the hard drive, only the USB. I thought the hard drive died.

Here's where it gets weird. After running all over today to find a size 5 torx driver I was able to open the back. I took out the SSD then put it back in. I pressed the power button and it brought me immediately to the Windows log in screen! I logged in and I could see all my files on the desktop. Then a few seconds later, blue screen of death again! It restarted and some Dell "autorepair" program started. It asked me if I wanted to return to a previous period before the problems. I clicked yes. It said this wasn't possible. Then it brought me to the same blue screen as the Windows USB stick where I could 'reinstall,' 'refresh' or use 'advanced options' like command line.

When I take the SSD out and put it back it sometimes does this and sometimes says no bootable device found. If I try to shut down quickly it crashes. If I move very fast I can sometimes get one or two small files onto a USB drive very quickly but then it crashes again. Obviously this doesn't work.

At least I know the files are there, maybe? The question is, what is wrong? Is there some fix for this? If so I can't find it anywhere online. Short of that, is there any way to get my files off of the SSD? This is very important for my work.

I would be immensely grateful if you any of you fine folks could assist me here. Dell support is in another timezone and not open for the last two days in any event. A post to Dell's support forum has been in moderation for 24 hours.

Thank you

Discussion is locked

13 Posts

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Update

by regretorrr Jul 26, 2015 11:52AM PDT

I have already explained why I couldn't back up. The connect was too slow to backup online and I was in a place with nowhere to buy hard media. I thought it would be okay to use a brand new $1000 computer for a few weeks without failure.

Update: When I remove the SSD then put it back in and turn the computer on it boots straight to the Windows log in screen. I log in an I can use Windows normally. If I try to use Firefox or select "shut down" it crashes again and reboots. When it reboots it doesn't find any bootable devices, BIOS doesn't find the hard drive, diagnostics doesn't find the hard drive. If I take the SSD out and put it back in I get the same thing again.

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You shouldn't use a wireless connection for backup.

by wpgwpg Jul 26, 2015 12:06PM PDT

What you should do is have an external hard drive connected to a USB port, preferably USB 3 for performance. If you don't do that, you could buy a 32 GB flash drive for around $10 and back up your critical files to that. If 32 GB isn't big enough, you can get 64 GB flash drives for as little as $17. Then too you can buy external 1 TB hard drives for around $60. If you don't do these things, you can expect to end up in the situation you currently find yourself.

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I see others have commented.

by r. proffitt Forum moderator Jul 26, 2015 8:07PM PDT

These are your files to care for. Let's skip repeating why folk don't backup.

If you want your files back the method I use is to slip the drive into some USB case and on a good PC copy out the files. Then you can have the PC fixed without worry of loss.

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OK

by regretorrr Jul 26, 2015 8:42PM PDT

I used a $500 laptop for 4 years without failure, then a $250 laptop for four more. It's unacceptable that failure of a $1000 machine in a month is something to be expected. This wouldn't pass in any other industry.

Anyway I was able to take the SSD out and put it back so that Windows would boot and I could get all of the files on a USB thumb drive. The question now is what is wrong with the computer and what should I do to fix it?

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Is the SSD a loose fit in the drive bay?

by James Denison Jul 26, 2015 9:41PM PDT

Since it seems to work when freshly plugged in but later quits, is it possible it's coming unplugged slightly? If so, something added behind it to jam tight might help stop it. Also check the RAM, make sure they are snapped in tight.

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Let me introduce you to the Bathtub Curve.

by r. proffitt Forum moderator Jul 26, 2015 9:42PM PDT

https://en.wikipedia.org/wiki/Bathtub_curve covers this. That's called infant mortality and still in effect on almost all manufactured goods.

As to what's wrong with the PC, we try swapping drives, boards and such. Since it's so new, you let them fix it.

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I hit that one tonight

by James Denison Jul 26, 2015 10:07PM PDT

I was setting up a completely new USB3 flashdrive with dual boot Lubuntu and Mint Cinnamon for someone, and afterwards checking it out, all working great, then nothing. Not a single computer could access the drive again, windows, linux, gparted, disk manager, nothing. DEAD. Already have my RMA # and out it goes for replacement from factory direct (since ordered direct). Bummed after all the working on it, updating, adjusting some programs, etc.

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OK

by regretorrr Jul 27, 2015 12:55AM PDT

Checked Dell forums. Nothing. Tried to make my own post but in moderation for almost two days now. Apparently no one awake over there. Had a brand new SSD brought in from the capital on a bus, installed it, BIOS doesn't find it either. Put the old SSD in, boots directly to windows log in screen again, try to open Firefox or shutdown, crashes again, reboots to "no bootable device found".

Doesn't seem to be anything loose. The SSD clicks and screws in. Computer only crashes when certain tasks are done like trying to shutdown or use Firefox.

I already have the files. Now I want to know why the laptop won't work.

To repeat I can't return it to Dell as there is no international shipping where I am here. Any bootstrap outfit I could try would most likely steal it before it left the country. I'm in the fourth world.

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It's likely to be some board failure.

by r. proffitt Forum moderator Jul 27, 2015 6:44AM PDT

As least the files had many chances for recovery. Sorry to read that you have no warranty. How do folk there deal with repair? Ask around.

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Are you

by samkh Jul 27, 2015 6:51AM PDT

in a high humidity environment? It doesn't take long for fungal growth between traces in high heat/humidity. You might be able to examine the mainboard if you know how to remove it. But before you go tearing it apart, verify that you have the latest BIOS update from Dell. Also, try a different brand SSD as some may have margin problems with that laptop that don't manifest until some period of use. But judging from the high starred reviews, it seems most folk are happy with it so you either have a lemon or it is unreliable in your environment.

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DELL

by regretorrr Jul 27, 2015 1:26PM PDT

I contacted Dell support finally. He asked me one question then said the hard drive failed. He's sending a new hard drive loaded with the OS to my US address. I'll try to get it from there somehow. Thanks for your help

Back to Laptops forum

r. proffitt · Answer 1 · Jul 26, 2015 8:16AM PDT

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Answer

When you take out the SSD

by r. proffitt Forum moderator Jul 26, 2015 8:16AM PDT

You would put it into some USB case and on a working PC get your files safe. If the usual happens next, in repair they fix what's broke but often wipe the system and restore it to factory condition.

I can't guess why there's no backup. Folk have been writing to backup for decades.

James Denison · Answer 2 · Jul 26, 2015 9:35PM PDT

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Answer

seems it's not recognizing the SSD that well.

by James Denison Jul 26, 2015 9:35PM PDT

If you have a flashdrive and want to save files off the drive, maybe you can boot to a LIVE USB linux distro. I'd advice the 32 bit version of Linux Mint 17 MATE desktop as easiest to use. Very windows like and free.

http://www.linuxmint.com
http://distrowatch.com
http://www.osdisc.com

Since download speed is slow there, you could order a couple LIVE DVD boot disc for small fee, about $6-8 including shipping. The advantage of DVD is you can boot to a "read only" fully operational operating system and save files to your USB stick.

It's great to have around for times like this.

As for the SSD, I'd check the manufacturer site for similar problems noted in their forums.

No boot device found new Dell XPS 13, lost valuable files!

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