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Dell Laptop Support Assist Boot Loop


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#1
Jenna91

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Hello,

 

PC: Dell Inspiron 14 5000 2-in-1
When I turn the laptop on I see the following screen: https://i.postimg.cc/prM2MDtV/P1.png
When I let this system scan complete I see this result: https://i.postimg.cc/Jz0CgTBc/P2.png

 

I have tried adjusting any security features or settings in the bios that might prevent a boot but have not been able to resolve this issue. It's possible that I may have missed something.
My BIOS settings currently look like this (video):

 

I have a bootable USB stick that installs Windows 11. When I insert the stick, the computer will complete the Windows 11 OS install without problems:
https://i.postimg.cc...4n6Yj/Pic-3.png
See, here's me using the Windows 11 USB stick at the windows setup screen that shows the hard drive is there and an OS is on it.
I can go through this setup and install an operating system and then then use the operating system normally without issues. However, if I restart the laptop it then goes back into the support assist scan boot loop that I seem unable to get out of.

One other thing I should mention is that when I originally saw this issue about a week ago I thought something must be wrong with the hard drive because when you put an operating system on it the laptop would then refuse to boot to the new OS if you tried to restart it. I bought a new hard drive for it ($32, no big deal). I then had to format the hard drive since it was new and totally clean. I think I did the formatting of the new hard drive correctly since the Windows 11 installation and OS work fine on it... (again) until you restart it and then it boot loops like the first two images show.

I have access to the command prompt through the Win11 USB stick if that is useful for anything: https://i.postimg.cc...x74mn/Pic-4.png

 

I would be happy to send photos/videos of anything that is questionable and if anyone has any suggestions or ideas I would be very grateful for your time. Thank you <3


Edited by Jenna91, 12 April 2023 - 11:17 AM.

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#2
zep516

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Hello jenna91

 

I'm no expert on this sort of thing but see if any thing in the link could help.

 

https://www.dell.com...nd/td-p/5024557


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#3
Jenna91

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Hi Zep :wave:

With the following settings:
The following screen is resulted: https://i.postimg.cc...r/Picture-5.png

I am also not sure about this setting -> https://i.postimg.cc...0412-140420.jpg
This setting originally arrived to me with the Bios Menu-> System Configuration -> SATA operation = RAID On
However, AHCI = Windows 11 works fine but gets stuck in the boot loop on start up (original post).


Edited by Jenna91, 12 April 2023 - 01:11 PM.

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#4
zep516

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Nice work

But I'm just not sure how to guide you, hopefully someone may come along to better assist you.


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#5
Jenna91

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No worries Zep. :heart: :wave: 
Thank you for looking at this laptop with me FreeBooter. :wave:
Here are a couple of images from trying the suggestion:
1. https://i.postimg.cc...Picture-1-A.png
2. https://i.postimg.cc...D/Picture-2.png
Everything worked except the bootrec /fixboot command (picture 2).

So here are some clues that I am gathering. If they don't help simply ignore me.
I watched this video that talks about UEFI vs. Legacy on these Dell Laptops: https://youtu.be/n6unGwtpbEc?t=42

This laptop originally came to me in UEFI mode but I have never gotten it to boot anything in EUFI mode so that's confusing.
You'll notice in that video that the lady has a "Windows Boot Manager" option in the UEFI boot sequence. I don't have that.
I don't really know what I am doing but I have tried to add this boot option in and get no result:

Now if I put the laptop in Bios -> General -> Boot Sequence -> Boot List Option -> Legacy,
then all of the options for boot order display more normally like this: https://i.postimg.cc...L/Picture-4.png

As mentioned, I have managed to install Windows 11 on this laptop several times successfully while it is in Legacy mode. However, the boot loop is always the problem after a restart: https://i.postimg.cc...FsgBM/pic-6.png

I did a test of the hard drive through a dell self diagnosis in the F12 menu on boot. The test says it is fine: https://i.postimg.cc...d/Picture-7.png

So the above clues are what I am working with at the moment. I am going to give this laptop 2 or 3 more days to see if it will work. The laptop belongs to an older lady in town. She uses it to draw custom tshirts and caps for a bit of pocket change. I don't charge her and I don't do this for a living so I was just trying to get it on and working for her. If I can't fix it I will just tell her that she has to take it to a real technician or buy a new one.


Edited by Jenna91, 13 April 2023 - 12:01 AM.

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#6
Jenna91

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Okay, the laptop is set to default bios settings. I am using a WIndows 11 USB stick to access the command prompt.

This is what I see:
https://i.postimg.cc...j/Picture-1.jpg


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#7
Jenna91

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bootsect /nt60 All: https://i.postimg.cc...0413-103041.jpg

Now bootrec /fixboot ?
 


Edited by Jenna91, 13 April 2023 - 11:19 AM.

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#8
Jenna91

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bootrec /fixboot :  https://i.postimg.cc/yxCgSQWC/1.png

 

Power on: https://i.postimg.cc/xCMqYv5x/2.png

 

If you would like me to try anything else and would like pictures or videos only let me know. Thank you for helping me. :wave:


Edited by Jenna91, 13 April 2023 - 01:09 PM.

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#9
Jenna91

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BIOS Tabs :

diskpart -> list disk : https://i.postimg.cc/gkxYVqFx/3.jpg


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#10
SleepyDude

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Hi,

 

On BIOS you have Secure Boot enabled, disable this option because it will block booting from the HDD when OS was not installed in UEFI mode like in your case.

 

By the way, does the machine have the original hardware configuration provided by Dell or has it been upgraded?


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#11
Jenna91

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@ FreeBooter :wave:

Enable Legacy BIOS ROMs
Sata Operation to AHCI

 

@ SleepyDude This laptop has not had any changes made to it other than what I have shown in this thread.
I originally saw this problem and suspected a failed or faulty hard drive. I then purchased a new hard drive that is the exact same model of the hard drive that was originally in the PC. The new hard drive fit in tray perfectly and I was very careful to make sure all physical connections that I saw were solid. The brand new hard drive is what I am attempting to make work. It already has Windows 11 on it. I have installed Windows 11 on this laptop 3-4 times while testing and each time the Windows 11 OS works and is usable. However, once I tell the new Windows 11 OS to restart on this laptop, I end up in this boot loop shown in all of these videos and photos. I only have access to the BIOS or the command prompt through my Windows 11 USB stick. I know this laptop will run Windows 11 because the elderly lady had Windows 11 running on it for several months doing her little hobby art business before she came to me with this problem on it. :wave:


Edited by Jenna91, 13 April 2023 - 03:09 PM.

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#12
Jenna91

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Hello everyone, the issue has been resolved and I will explain what worked for this laptop for any future readers who are interested.
 

First, the following settings were used in BIOS
BIOS -> Settings -> General -> Boot Sequence -> UEFI
BIOS -> Settings -> Advanced Boot Options -> Enable Legacy Option ROMs (I also had "Enable Attempt Legacy Boot" enabled but I am not sure if this was needed).

BIOS -> Settings -> System Configuration -> SATA Operation -> AHCI

BIOS -> Settings -> Security -> PTT Security -> Disabled
BIOS -> Settings -> Secure Boot -> Secure Boot Enable -> Disabled

A. After putting the BIOS in these settings, I then had to perform a clean install of an operating system.
B. I insert a bootable USB with Windows 11 on it (warning this wipes your data if you clean the hard drive and install a new operating system).
C. On booting up I was shown this screen:
https://i.postimg.cc...Z/Picture-1.png   and the only choice that worked for me was UEFI: General Flash Disk Partition 1
D. After this I wiped the hard drive and installed Windows 11 using the USB bootable flash drive and things have been working normally on the laptop since.

Basically I believe this particular case was a matter of getting the BIOS in the correct settings then installing a new OS properly. This is my opinion only. I am not a tech. I am only a regular PC user. 
Feel free to correct me if I am spreading misinformation. :geek:

Thank you Zep, you had the correct-ish idea from the very start.
Thank you SleepyDude. <3
Thank you FreeBooter. I subscribed to your youtube channel. You definitely earned it. You were awesome. :notworthy:

Thank you everyone. :wave:


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#13
zep516

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Congratulations on a job well done,

 

Just seems kind of ridiculous in this day an age you would be required to have to go through all this trouble.


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#14
SleepyDude

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Hi,

 

Thanks for the update.

 

The computer is now booting in UEFI Mode (based on the last image) in that mode you can enable Secure Boot if you want to protect the boot stage.

BIOS -> Settings -> Secure Boot -> Secure Boot Enable -> Enabled

 

Just for reference a SATA mechanical 2.5" HDD can be simply replaced by a SATA SSD 2.5" and this will give the machine a performance boost because in theory the SSD can be 10x faster than a mechanical HDD!

 

 

This Dell Inspiron 5482 2-in-1 can also be upgraded using a newer SSD m.2 PCIe type that provides even more speed (around 5-6x more) comparing with a SATA SSD.

 


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