DELL XPS PC gets stuck in DELL Logo screen

sglee
sglee used Ask the Experts™
on
Dell LogoHi,
I have DELL XPS desktop PC. It was running fine, but when it rebooted today, it gets stuck on DELL LOGO screen and fails to boot Windows 10 OS.
After starting the computer, I tried to press [F12], [F8], [F2] [Del] .. etc, but it gets stuck in the same screen.
Is there a way to boot to BIOS screen at least?
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Business Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018
Commented:
F2 is the correct key. You need to press F2 repeatedly to get the setup screen.

Quote from technical article "Press "F2" when the first screen appears. Timing is difficult, so you may wish to continually press "F2" until you see the message "Entering Setup."

See if the machine starts this way.  You could easily have a hard drive failure.
Most Valuable Expert 2013

Commented:
It’s not getting far enough through the POST process yet to accept a keyboard press to enter the BIOS.
This is either a hardware conflict or a systemboard failure.  Are you happy enough opening the case?

The simplest first approach would be disconnecting power and removing and then reseating the memory modules. Then reconnect the power and see if you get any further through.  If you do only hit F2 (or Del - a screen prompt will tell you which) if you need to i.e. if it still doesn’t complete a normal restart.

It’ll help at this stage to know which XPS this is as some have a diagnostic led series on the back panel than can be used to help identify what’s wrong.

Reseat RAM first though.

Author

Commented:
@John,
"F2 is the correct key. You need to press F2 repeatedly to get the setup screen. " ---> that did the trick.
I guess I did not press F2 frequently and repeatedly right after reboot.
Now windows 10 login screen showed up.

Thanks.
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JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
OK so is it now running?

Author

Commented:
Yes. I logged in. But I need to figure out what caused this computer to get stuck on DELL logo screen like that.

The only thing I did was to repeatedly tapping F2 key until I saw BIOS screen and exit the BIOS screen to reboot.
Then I saw a little circle with white dots (at the bottom of the screen) which normally indicates that operating system is responding to something.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
It could have been an update and/or it just got stuck. Not completely uncommon

Author

Commented:
I am going to run Windows updates and reboot it a few times this evening to see if it reboots normally.
Top Expert 2013

Commented:
it may have been caused by many things, like an update as john said; but also dying hardware
thus i suggest you run diags on ram and disk (and more if need be) to be sure about the basics
i use the UBCD for this, and run memtest86+, and dthe disk diag provided by the manufacturer, eg WD, seagate or alike
Hardware diagnostic CD    UBCD
---------------------------------------------------
go to the download page, scroll down to the mirror section, and  click on a mirror to start the download
Download the UBCD and make the cd   <<==on a WORKING PC, and boot the problem PC from it
Here 2 links, one to the general site, and a direct link to the download

since the downloaded file is an ISO file, eg ubcd527.iso - so you need to use an ISO burning tool
if you don't have that software, install cdburnerXP : http://cdburnerxp.se/

If you want also the Ram tested - run memtest86+ at least 1 full pass,  - you should have NO errors!
direct download :  http://www.memtest.org/
 
For disk Diagnostics run the disk diag for your disk brand (eg seagate diag for seagate drive)  from the HDD section -  long or advanced diag !  (runs at least for30 minutes)

http://www.ultimatebootcd.com/      

**  you can make a bootable cd - or bootable usb stick
*** note *** for SSD drives  use the tool from the manufacturer, like intel 's toolbox :
https://downloadcenter.intel.com/download/18455/Intel-Solid-State-Drive-Toolbox

for completeness -here's how i handle disk problems : http://www.experts-exchange.com/Storage/Hard_Drives/A_3000-The-bad-hard-disk-problem.html

==>>****in order to be able to  boot from CD or usb - you may have to disable secure boot in the bios
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Is your machine working?

Author

Commented:
Yes, but I have USB keyboard connected to front USB port.
When I took the computer to the user desk, it got stuck just like yesterday.
After some troubleshooting, I connected the keyboard to Front Side USB port and got it boot normally.
At this point what I can conclude is that the one or two USB ports on the back of the computer maybe bad.
I would have to spend more time in troubleshooting USB ports when I get a chance next week.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
So it looks like a USB Hardware problem.  But I did help you get it running.
Most Valuable Expert 2013

Commented:
Sounds like it might be USB enumeration error if a specific device is preventing boot while plugged into a specific port combination. The BIOS fails to allocate a hardware interrupt for the device and at that point the whole boot process stalls. Could be something as simple as the keyboard trying to pull too much current from the port or the hub not being able to deliver what it's meant to.  In terms of diagnostics on the XPS desktops all but the USB port nearest the built-in Ethernet are on the same hub (unless you have USB 3.0 where there are three hubs) so you may find a group which all prevent booting.  Without a multimeter it will be tricky to prove if it's hub or keyboard though.  Maybe plug the keyboard into a different machine and see if you see the same thing.
Top Expert 2013

Commented:
test the USB ports  with other usb keyboards, and devices to be sure if they are good or bad

Author

Commented:
I am planning on testing all of rear USB ports.
Top Expert 2013

Commented:
note that it can be the usb device too - so test that as well
Top Expert 2013

Commented:
and you may need a dell keyboard, not a generic one to test

Author

Commented:
Got it.

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