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Windows 7: Dell vostro laptop problem


17 Aug 2013   #1

Windows 7 Pro 32/64 bit and Windows 8 Pro 32 Bit/64bit
 
 
Dell vostro laptop problem

I have a client that has a dell vostro laptop running win 7 pro sp1 all up to date
I maintain the computer and I am pretty sure there are no viruses or spyware
It runs MSE and Superantispyware Pro I checked the logs and it is showing nothing. I also run Malwarebytes manually once a week

The laptop started last month doing strange things
It would work. Then about an hour later (plugged in). Everything locked up. No keyboard no mouse worked. He would shut it off with the button and turn it on and the HD was reading but it dropped dead at the dell bios screen and would not move.
The only way was again to shut it down
He then gave it to me to see what could be wrong
I booted it up, it went into windows 7, so I thought it was fine. It was plugged in. Sure enough an hour later did exactly what he told me it did
Shut it off. Same thing sat at bios login.
So I rebooted it again and after 10 minutes it finally loaded windows 7 but, try to login and it had a mind of its own. I watched the screen and there were dots going across the login screen like someone was typing but it was not me. Worse I had no keyboard working to use the backspace or delete key. But I did have the mouse so I rebooted it again
Same thing. So now I tried going into safe mode which it took 10 minutes to do
In save mode. Same login problem but after fiddling with it I got to put in his password and it went in
In safe mode I clicked on the start button, to try to get to MsE and run a full scan and at least check the logs, in the search box it started to do the same dots, I did not touch the search box at all
I finally got MSe to run a full Scan. No viruses or Trojans found, ran full scan Superantispyware and Malwarebytes. Nothing

But in the middle of Superantispyware scan screen went black and said the monitor cannot display the VGA you need new hardware, went back to to the login screen and now I have no mouse nor keyboard again. I plugged in a wired mouse and got it to relog in. The scan finished. No spyware

This is all in safe mode , no networking Now btw he just replaced the battery 6 mths ago.
I let it sit in safe mode for about an hour, go back to it. Everything again is locked up

I try to reboot, stuck again at bios screen and will not go further

This laptop is still under a dell service contract, so before I call them I want to ask your opinion to see if I cam correct

It seems it is loosing power somewhere or not getting enough juice and that is why it is locking up. In that case with the VGA error MSG and everything else I think the problem lies in the motherboard , am I correct?

My System SpecsSystem Spec
.

18 Aug 2013   #2

Microsoft Community Contributor Award Recipient

Win 7 Pro 64-bit
 
 

I had a Vostro 1520 in 2009 that did pretty much the same thing. Dell eventually replaced the motherboard under warranty and it worked for a few more months. Then it started acting up again and by then it was out of warranty. I replaced it with a Sony Vaio. Since your client's machine is still under a service contract I'd let Dell have a go at it. From personal experience dealing with Dell, I'd just give them the basic info (computer stops working after an hour) and not offer any opinions as to what you think might be wrong. Let them do their own diagnostics because otherwise they may just check "a", "b", and "c" (what you or your client have told them you suspect) and not bother checking "x", "y", and "z" (the real problems.)
My System SpecsSystem Spec
18 Aug 2013   #3

Windows 7 Pro 32/64 bit and Windows 8 Pro 32 Bit/64bit
 
 

Thanks for the info, also my client is on pro support because he is a business and he gets a higher up tech so hopefully I will get some one more knowledgable
My System SpecsSystem Spec
.


18 Aug 2013   #4

Microsoft Community Contributor Award Recipient

Win 7 Pro 64-bit
 
 

I've heard that Dell pro support is better than what peons like me normally get. For your client's sake I hope it's true.
My System SpecsSystem Spec
18 Aug 2013   #5

Windows 7 Pro 32/64 bit and Windows 8 Pro 32 Bit/64bit
 
 

it is true, it is way much better but you can only get it if you are a business
My System SpecsSystem Spec
20 Aug 2013   #6

Winndows 7 32 bit
 
 

Quote   Quote: Originally Posted by robinb9 View Post
I have a client that has a dell vostro laptop running win 7 pro sp1 all up to date
I maintain the computer and I am pretty sure there are no viruses or spyware
It runs MSE and Superantispyware Pro I checked the logs and it is showing nothing. I also run Malwarebytes manually once a week

The laptop started last month doing strange things
It would work. Then about an hour later (plugged in). Everything locked up. No keyboard no mouse worked. He would shut it off with the button and turn it on and the HD was reading but it dropped dead at the dell bios screen and would not move.
The only way was again to shut it down
He then gave it to me to see what could be wrong
I booted it up, it went into windows 7, so I thought it was fine. It was plugged in. Sure enough an hour later did exactly what he told me it did
Shut it off. Same thing sat at bios login.
So I rebooted it again and after 10 minutes it finally loaded windows 7 but, try to login and it had a mind of its own. I watched the screen and there were dots going across the login screen like someone was typing but it was not me. Worse I had no keyboard working to use the backspace or delete key. But I did have the mouse so I rebooted it again
Same thing. So now I tried going into safe mode which it took 10 minutes to do
In save mode. Same login problem but after fiddling with it I got to put in his password and it went in
In safe mode I clicked on the start button, to try to get to MsE and run a full scan and at least check the logs, in the search box it started to do the same dots, I did not touch the search box at all
I finally got MSe to run a full Scan. No viruses or Trojans found, ran full scan Superantispyware and Malwarebytes. Nothing

But in the middle of Superantispyware scan screen went black and said the monitor cannot display the VGA you need new hardware, went back to to the login screen and now I have no mouse nor keyboard again. I plugged in a wired mouse and got it to relog in. The scan finished. No spyware

This is all in safe mode , no networking Now btw he just replaced the battery 6 mths ago.
I let it sit in safe mode for about an hour, go back to it. Everything again is locked up

I try to reboot, stuck again at bios screen and will not go further

This laptop is still under a dell service contract, so before I call them I want to ask your opinion to see if I cam correct

It seems it is loosing power somewhere or not getting enough juice and that is why it is locking up. In that case with the VGA error MSG and everything else I think the problem lies in the motherboard , am I correct?
Hi robinb9,

We truly regret for the inconvenience that has been caused to you. We would try our best to resolve this issue to your satisfaction.

Please let us know if this happens only when laptop is connected with the AC adapter. Check the system on battery only to isolate the issue.

Please remove all USB devices connected to the system and then check again as sometimes they also cause system to not boot.

Kindly update your system specs here by following this.

Also, update the BIOS for the system by following the link below:

http://dell.to/13HzFpd

Keep us posted with the results so we can advise you further.
My System SpecsSystem Spec
20 Aug 2013   #7

Windows 7 Pro 32/64 bit and Windows 8 Pro 32 Bit/64bit
 
 

Quote   Quote: Originally Posted by SandeepP View Post
Quote   Quote: Originally Posted by robinb9 View Post
I have a client that has a dell vostro laptop running win 7 pro sp1 all up to date
I maintain the computer and I am pretty sure there are no viruses or spyware
It runs MSE and Superantispyware Pro I checked the logs and it is showing nothing. I also run Malwarebytes manually once a week

The laptop started last month doing strange things
It would work. Then about an hour later (plugged in). Everything locked up. No keyboard no mouse worked. He would shut it off with the button and turn it on and the HD was reading but it dropped dead at the dell bios screen and would not move.
The only way was again to shut it down
He then gave it to me to see what could be wrong
I booted it up, it went into windows 7, so I thought it was fine. It was plugged in. Sure enough an hour later did exactly what he told me it did
Shut it off. Same thing sat at bios login.
So I rebooted it again and after 10 minutes it finally loaded windows 7 but, try to login and it had a mind of its own. I watched the screen and there were dots going across the login screen like someone was typing but it was not me. Worse I had no keyboard working to use the backspace or delete key. But I did have the mouse so I rebooted it again
Same thing. So now I tried going into safe mode which it took 10 minutes to do
In save mode. Same login problem but after fiddling with it I got to put in his password and it went in
In safe mode I clicked on the start button, to try to get to MsE and run a full scan and at least check the logs, in the search box it started to do the same dots, I did not touch the search box at all
I finally got MSe to run a full Scan. No viruses or Trojans found, ran full scan Superantispyware and Malwarebytes. Nothing

But in the middle of Superantispyware scan screen went black and said the monitor cannot display the VGA you need new hardware, went back to to the login screen and now I have no mouse nor keyboard again. I plugged in a wired mouse and got it to relog in. The scan finished. No spyware

This is all in safe mode , no networking Now btw he just replaced the battery 6 mths ago.
I let it sit in safe mode for about an hour, go back to it. Everything again is locked up

I try to reboot, stuck again at bios screen and will not go further

This laptop is still under a dell service contract, so before I call them I want to ask your opinion to see if I cam correct

It seems it is loosing power somewhere or not getting enough juice and that is why it is locking up. In that case with the VGA error MSG and everything else I think the problem lies in the motherboard , am I correct?
Hi robinb9,

We truly regret for the inconvenience that has been caused to you. We would try our best to resolve this issue to your satisfaction.

Please let us know if this happens only when laptop is connected with the AC adapter. Check the system on battery only to isolate the issue.

Please remove all USB devices connected to the system and then check again as sometimes they also cause system to not boot.

Kindly update your system specs here by following this.

Also, update the BIOS for the system by following the link below:

http://dell.to/13HzFpd

Keep us posted with the results so we can advise you further.
It does this connected or not, no USB devices are connected to it
I called dell since he has dell pro support and they said it is the motherboard and Friday they are coming to put in a new one
My System SpecsSystem Spec
21 Aug 2013   #8

Winndows 7 32 bit
 
 

Hi robinb9,

I understand that you had a word with our phone support and they have arranged an onsite visit of engineer to replace the motherboard.

I am sure replacement motherboard would resolve the issue to your satisfaction. If you have any further queries, please feel free to contact us.
My System SpecsSystem Spec
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 Dell vostro laptop problem




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