NP700Z5C Won't boot

Hi,

After having trouble with Easy Settings crashing (version 1.1.1.4) I finally found the correct 1.1.1.2 version and installed it. That made all my crashing go away and I could actually use Easy Settings.

While I was at it, I installed the SSD Caching software as well. I should explain that this is on a newer fresh install of windows 7 after I swapped out the optical bay for a Samsung 840 pro ssd.

I've been using the machine with the SSD for over 2 months without any problems (with the exception of easy settings not working).

It worked fine after I installed v 1.1.1.2 of Easy Settings, but I didn't reboot it back then. This morning, after turning it back on, it refused to boot. It doesn't even get to the Samsung BIOS logo. All I see is a black screen. The power LED does light up when I press the power button, and the battery indicator seems to be working as well. The HDD activity light comes on for about 2 seconds right after I press the power button, but after that, nothing.

I did try resetting the CMOS by pressing the little button on the bottom of the laptop.

I did file a warranty request since its still well within warranty, but I don't to ship it out just yet in case I can fix it myself. Furthermore, should I remove my SSD and replace the hard drive and optical drive before shipping it out, or can I leave the SSD in there? I'm asking because the boot drive is the SSD and there's no way it'll boot Windows with the hard drive.

If I replace my hard drive, should I clone my SSD onto a spare partition on the hard drive (I have all the data backed up) just to make it look like I was using the original HDD all along?

Thanks in advance for any help.

 

You will need to restore your computer to the configuration provided by Samsung before sending in for warranty service. Otherwise they will say that the hardware change has invalidated the warranty - their obligation is for the computer to work with the parts they provided.

First you can do a little trouble-shooting. The lights coming on mean that the computer isn't totally dead but the BIOS has a problem during its initial probing of the hardware. A common culprit is the RAM needs reseating, so remove and replace the RAM, but a bad connection to a storage device will also cause a problem. If that doesn't work then check whether the computer will boot if you have removed both the HDD and SSD. If that works so you can get into the BIOS setup, then try replacing the original HDD. If that works then try with the SSD instead of the HDD (the SSD should be in the primary bay with its SATA interface).

John

 

I talked to a live chat agent and asked if the warranty would be void if I replaced the drives, and she confirmed that it wouldn't be a problem. She told me to ship the unit in its current configuration. That said, I think restoring it to its original config might be the smarter choice.

I did try booting without the single 4GB memory module to no luck, and then again after re-seating it, again to the same result. I'm a bit hesitant to call it a hardware issue because its been months since I've opened it up. But, I'll try your suggestions and report back.

 

That's interesting. The reply most people get if asking if it is OK to swap their drive is that it will invalidate the warranty.

You may find that a connector to the drive has worked loose or conclude that the SSD has a problem.

John

 

Indeed, that was useful information -- even though we cannot expect one agent's comments to speak for all of Samsung's warranty policy. Like you, I'd feel safer with the original config restored before sending it in.

 

She (the chat agent) said that she put that I swapped the hard drive with an SSD in my warranty claim as a note, but now I'm sorta regretting that decision. Just one more thing they could use to deny my warranty.

I've been having issues with my BIOS for at least 2 months. So far its booted fine, but never once have I successfully gotten into it. I could never get the boot device option, and pressing F2 doesn't do anything either. Its only yesterday that it basically died on me.

 

On second thought, if you have in writing (from the saved chat session) that they will honor the warranty even though you installed that SSD, then I guess it could be OK. You can include a printout of that chat session when you send it in.

Sometimes Murphy loses and things to right

 

I hadn't thought of that actually. I saved the conversation as Word Document just in case. I can print that out and include it in the box. It doesn't look very official though - it could've easily been made up or "forged". They say a log of the chat is saved on their systems for future reference, so hopefully that'll come in handy.

 

We're not talking a legal document here. I believe their warranty terms state that hardware replacement voids the warranty. As you said, the agent already made a note of that SSD, even if you were to replace the HDD before sending it in.

But if the agent did say it would not affect their warranty coverage, and that is reflected in the printout of the chat session, I'd say you can reasonably expect them to honor it. If they DO call you back and say it's not covered due to the SSD, you can refer to the chat session and say you sent it in for service based on that agent's promise.

Maybe I am naive. I have no experience with Samsung repairs. But again, sometimes things DO work out

 

Thanks for the insight. I think I'll take a chance and send it as is. The worst that could happen is them charging me for the repair - most likely a BIOS reflash.

Here's the chat log just for reference - the part about the warranty is on the last couple pages. I've redacted my name, email address and ticket number for privacy.

https://docs.google.com/document/d/1ByXBpCg1o_xWyoy0TFYREdwBC0ec3aO8REkYMLeCD-c/edit?usp=sharing

 

To be honest, between her comments on Canadian vs US warranty, I think she's a little unclear about whether you're covered under warranty. Sounds to me like she says you're covered under Canadian, but not US warranty. Yet she recommends you contact Samsung US warranty for repair BECAUSE you replaced the drive.

But you have to send it in. Just cross your fingers it will be OK.

 

Yeah, she was very unclear on the topic. Even if I wanted to send it to US warranty, I'm pretty sure I can't.

The US site needs a US zipcode (which I obviously don't have) to even make the account, and the Canadian site only allows me to send the unit to Canadian service centres. Thats fine by me - as long as it gets fixed. I'll be taking the unit to UPS tomorrow to send it off - hopefully that shipping label they sent me covers the cost of shipping. If not, its not a big deal, would be nice if it was

Thanks for your help Dannemand.

John, I tried removing the drives and there was no difference. No change with either drive or no drives plugged in.

 

Good luck. Let us know how it goes.

 

For sure, hopefully this won't be one of those dreaded customer service / warranty nightmares.

 

I would include a note explaining the problem and hopefully it will end up with a technician who agrees that, if the computer won't boot to the BIOS screen then whatever else has been done to the hardware is irrelevant.

Thanks. That points to it being most likely the BIOS has a problem.

John

 

Just a quick update:

The repair center recieved my laptop and so far it's looking good. They haven't said a single word about my warranty being void because of replaced hardware.

They did say that my repair was delayed because the parts haven't arrived yet. I was thinking that this was a bios issue, so I'm not sure what parts they're waiting on. The technician also said that he needed to wipe my drive, which I agreed to. Now I'm wondering if they'll reinstall windows to the hdd or the ssd. Luckily I had all my data backed up so data loss isn't an issue.

I asked them what the issue was with the laptop, but i haven't got a reply back yet. Hopefully they'll include a problem report when they ship my laptop back.

EDIT: Literally 10 minutes after I posted this I got an email saying that my laptop was repaired and will be shipping out tomorrow. This is what it said "The repair has been done and mother board and housing top (the whole keyboard and mouse pad) have been replaced." That seems like something terrible had happened to it. I'm not sure why this turned out to be so extreme though - I took very good care of the laptop. I didn't even take off the protective cover until I had to ship it out.

 

Thanks a lot for posting that update. I love when members do that

I don't think they replaced the motherboard because you mistreated the laptop; don't worry about that. I've read several reports recently where BIOS problems where addressed by Samsung replacing the motherboard. I wonder if it's a sign that there is a hardware issue involved, not just a BIOS bug. Maybe a certain revision of motherboards exhibit these problems and Samsung uses the warranty call to replace it -- even if re-flashing the BIOS might have solved the lockup in some cases.

Sounds like you'll be getting a working laptop back soon. Hope it all works from here on

 

Does the average repair centre have the capability to reflash a bad BIOS? Even if it has, the most reliable repair method is to replace the main board with a known good one and the board with the bad BIOS is then given to the BIOS reflash expert to fix and check the board functionality. The board can then get used in another repair.

John

 

I finally got my laptop back and so far its working.

They asked me if wiping the SSD was ok, but now that I have it with me, there's not a single thing that was changed. The data on both drives are completely intact - in the condition I sent the laptop back in. Thats fine by me, but there are a lot of quirks with Windows now. Half my startup programs are missing (still installed, just not running on startup), and the Samsung Easy Settings still doesn't work - neither does the buttons for the keyboard backlight. Samsungs' software update program doesn't seem to work either - it notifies me about available updates, downloads them successfully, but just hangs during the install process.

I have a Windows image from right after I installed the SSD and I'm considering re-imaging the disk. I'm a bit wary of doing that though because it might re-introduce some problems that I didn't have before. Software problems I can deal with, but I'm afraid something might happen to the BIOS again. I can't send it back again to get repaired if that happens...

Any advice on what I should do?

 

It is possible that some of the Samsung software is confused by the board (and some associated system identifier) having changed.

I would start by installing version 2 of Easy Settings. See this thread.

For driver/software updates I would try the route of Exporting the files from SW Update then running them outside of SW Update. It may be easier to see what is / is not happening.

John

 

I restored the system from an image and everything is back to the way it should be - with the exception of Easy Settings.

I tried what you suggested and got the Windows 7 version of Easy settings 2.0.30, but the installer throws this error: http://i.imgur.com/i3FHncL.png . It throws this error but still continues with the installation. Then once the installation has completed, it throws another error saying "Error: Driver not installed". Easy settings doesn't open following that. http://i.imgur.com/0Yrb0k3.png

Its worth noting that I got the exact same error with every version of Easy Settings - 1.1.1.2 and 1.1.1.4. I remember something about a Sabi driver or similar not being installed and possibly causing problems.

EDIT: Looks like I spoke too soon.I still get the "Driver not installed" error, but Easy settings now opens, but I can't control my keyboard backlight using either the Fn-Keys or the software. The software doesn't even have the option in it.

 

I start to wonder if there is a hardware problem with the result that the installer gives an error.

Perhaps you should get back to Samsung and see what they advise.

John

 

@shinigamibob: In addition to what John suggested, I would ask if you installed Easy Settings from an Admin Account or a Standard User account? Even though Easy Settings 2.x runs on a Standard User account (which 1.x didn't) you still have to install it from an Admin Account to make sure everything installs properly. Installing it "as Administrator" isn't always enough.

I got late to this, sorry if it's already been asked

 

A very valid point. I tend to assume that everyone works using Admin accounts.

John

 

Oh I should give that a shot. I didn't install it via the built in Administrator account - just installed by doing "Run as Admin". Never had any issues with that previously, but its worth a shot.

EDIT: No go even with the administrator account. Same error as before.

 

Thanks for the quick update. In that case I too have to wonder if there is hardware problem. As John said, you probably should give Samsung a call. They may ask you to restore the factory installation -- just so you're prepared for that.

 

Restoring with the factory defaults is fine by me, in fact I think I'd prefer that over the trouble I'm having now. Problem is, with what can I restore the factory installation? I don't have a recovery partition with the original installation, and the Samsung restore disk that came with the laptop is just a Windows 7 install disk; unless I'm missing something there.

 

My mistake. I didn't read up on the context and your history before posting. I remember it now.

Since it just came back with replaced hardware -- AND since you don't have the original Recovery partition -- I think it's time for a clean install. It's what a lot of people do anyway because they don't want the bloat from the factory installation -- and it could very well take care of things if the hardware was changed during the repair. And hey, the worst that can happen is you have to restore the image you already made.

You probably already know the drill, but it's really simple now with these Sammies: Boot Windows Setup DVD, delete partitions, create new partition, Install Windows (wait), run SW Update (wait), done.

There is a more step-by-step install guide in this post with SW Update details in this post. It's based on Win8, but is very similar -- just make sure you download and save your Wi-Fi driver from Intel Download Center before you begin.

For a very extensive Win7-specific install guide (including post-install tweaking) check this post.

With a little luck, all will be fine after a clean install. Let us know how it goes