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XPS 8940, booting into SA pre-boot, then freezes
XPS 8940, i7, Win 11 begins booting w/Support Assist running it's Pre-Boot System Performance Check 4400.12 sequence. In 2 minutes, it completes the sequence - a popup reports "Hardware Scan complete with no issues." "Your machine will restart and download cSOS for recovery.". The "Continue" button appears highlighted in the popup; however, at this point, everything freezes - keyboard, mouse are unresponsive. The only thing that works at this point is the power button to turn it off. Turning it back on, the computer starts the same pre-boot process and freezes at the same point. If done correctly, I attempted a forced reboot with no apparent difference or improvement. Any help here?
redxps630
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June 19th, 2024 00:09
are you able to do a clean install of Win 11 by using MS media and press F12 immediately after power up?
RoHe
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June 19th, 2024 18:35
What add-in video card do you have, if any?
And what version of BIOS is running?
(edited)
jomisamson
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June 19th, 2024 20:30
When attempting to start computer, it goes into a pre-boot system performance check. After it's 2 minute run, a popup appears saying that "Hardware scan complete with no issues" "Your machine will restart and download cSOS for recovery". The "Continue" button appears highlighted, however, everything: keyboard, mouse is unresponsive - stuck.
The only thing that appears to work is the power button which instantly turns computer off. Pressing power button again only makes the computer go through the same pre-boot sequence, resulting in getting stuck again. I've tried a hard reset twice with no success.
Any help?
(edited)
JamieLinux
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June 21st, 2024 17:15
@jomisamson That sounds like the recovery partition got removed or destroyed, it's freezing because it has nothing to try and boot too. The Csos Recovery is on the drive, unlike a Mac where it can recover from the net even if the drive is wiped as part of it exists in firmware.
Anyways, do you have a USB Windows you can recover from? Secondly, can you boot into the UEFI / BIOS and see if it sees the drives? You can pass a hardware check as it just tests what it sees.
DarrenJames
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July 5th, 2024 15:33
Yeah, I had this happen. Had to make recovery USB. The drive needed wiped and re-partitioned.
Matt_Mahi
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July 16th, 2024 17:25
I have a similar problem that began yesterday, except I'm using Windows 10. Turned it on yesterday evening and it started with with Pre-Boot System Performance Check for some reason. I had the option to hit esc or F2, but neither key worked. I got the "Hardware Scan complete with no issues" popup, and the cursor appeared, but the mouse didn't work either.
I had just recently replaced the SSD, if that matters.
RoHe
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July 16th, 2024 18:42
@Matt_Mahi - Wired or wireless USB keyboard or Bluetooth? Try a wired one.
When was last time you replaced motherboard battery? It may have died while you were installing the new SSD. Try clearing BIOS and installing a fresh battery:
JamieLinux
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July 25th, 2024 05:08
@Matt_Mahi When you replaced the drive, did you replace the drive with windows on it? If so did you reimage it, if you replaced a secondary drive it may have had the Windows boot loader on it, if so that's a pretty easy fix if you have a Windows 10 USB. You can repair the bootloader.
Boot windows 10 using a USB drive and select the command prompt.
From the Command Prompt
bootrec /fixboot
bootrec /scanos
bootrec /rebuildbcd
So long as you have the drive that has windows on it, If you replaced the OS drive itself. You will need to re-install windows.