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October 4th, 2022 04:00
Unable to Reset XPS 13 9365
XPS 13 9360
Hi, not sure if this is the right place to post my issue but here goes.
I recently bought a second hand XPS 13 9365 2 in 1 and unfortunately the previous user has left their Account On (for which I do not know the Password) and so I am trying (so far unsuccessfully) to Reset it Clear it and add create my own Admin Account and login.
I can Boot the Laptop by pressing Shift and I can select 'Housekeeping', 'Clean PC', 'Remove Everything' & then Select 'Cloud Download' (but this quickly returns 'Unable to Download, Use Local Install'.
So, I select 'Local Install' and I confirm 'Fully Clean Drive'. Sure enough the laptop displays 'Getting Things Ready' and then proceeds to 'Reset This PC' and shows 'Resetting PC with a percentage'.
It gets up to some 28% and then displays (in small font at top of screen):
'A config change was requested to clear the this computer's TPM'
'Warning: Clearing erases info stored on the TPM . You will lose all created keys and access to data encrypted by these keys'
'Press F12 to clear the TPM'
'Press ESC to reject this change request and continue'
I have tried both Options and both cause the laptop to Reboot, display 'Preparing' and then display 'Undoing Changes'.
All I am trying to do is Clean the Laptop so that I can create my Own Login Account.
(I have to admit I do not fully understand what the TPM is or does, but would have thought one way or another I should be able to Reset it Clean.
Any help will be greatly appreciated! Thank you in anticipation.
(a small further compliaction: the but when I enter it here it is not found. . As it happens I have another XPS 13 and in order to be allowed to submit my query I am using that here!)
Saltgrass
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October 5th, 2022 06:00
Sorry, you are in a situation I do not recognize. All I would do is clean the drive and start over. If the options, from Dell, are not allowing you to re-do the install I don't know where else to go.
I have seen that TPM message and I selected clean it, which seemed to work. If you can find it in the Bios, you might try turning it off.
Saltgrass
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October 4th, 2022 05:00
First, since the 9365 was produced for two years, which processor do you have?
The Cloud recovery situation is you are using a Dell Process or one that the previous user set up?
Did this device originate in an Enterprise environment?
Maybe describe exactly how you have been able to clean the drive and what install media to try the clean install.
The previous owner should have set the system back to a factory reset. As long as there are no passwords or enterprise situations blocking the install, it should be normal.
Win 10 is not as picky on security as Win 11, in case you are able to run Win 11.
Johonney
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October 4th, 2022 06:00
Have you tried Windows > Recovery > Reset this PC > Remove Everything
Varoshiotis
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October 4th, 2022 08:00
Thank you for responding.
As far as I know the XPS is as was originally purchased (but not sure).
The individual who had the laptop before me was not in an entrprise (again as far as I know).
I have not been able to Clean the Laptop yet, hence my post.
Thank you for informing me that Windows 11 is more forgiving - good to know; how (though) do I attempt to install Windows 11 on it?
Thank you again.
(I expected the 'Resetting' the laptop to have been a straight forward and easy process!
Varoshiotis
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October 4th, 2022 08:00
Yes, I think that is what I have tried, and it starts clearing Everything up until 28% and then I am given the option to Clear the TPM (or not) and regardless of how I anwer it reboots and Undoes changes done over presumably the past 28%. Is the option you query different to what I have tried? Thank you.
Saltgrass
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October 4th, 2022 10:00
Are you wanting to have the Dell OEM software after you recover the system to factory?
A system that has been activated with Win 10 just needs to be online to re-activate. You can do a clean install to the drive and it will activate.
There should be Dell troubleshooting tools which explain how to do a factory reset.
The second Gen 9365s had the 8th Gen processor. Technically, it should be available for Win 11 but Dell does not seem to show it as such.
Maybe start with the link below. I did not look to see if it was specific to the 9365. Something you need to remember about the 9365 is they run the system using the RAID controller in the Bios because they want to run the NVMe drive in a SATA type configuration. If you do a reinstall on that system, you need to include the SATA F6 Foppy drivers for the system to be able to reboot and run the OS.
I run mine in AHCI so I don't have to mess with that. You may even want to replace the M.2 drive so everything is fresh.
Factory Reset, Restore, or Reinstall Microsoft Windows on a Dell computer | Dell US
Varoshiotis
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October 4th, 2022 12:00
Thank you
I checked the BIOS and it has Dell Auto OS Recovery Threshold set to 2
It has Support Assist OS Recovery Ticked
I can reboot into Onetime Recovery Boot Menu (or words to that effect) by hitting F12. I can select Support Assist and it establishes Network Connection (I select my Wifi and provide PWD ok). It then proceeds to fing IP Address and fails with msg ' Failed to find IP Address'. No idea why? Is it missing some drivers?
Is there a way that I can make a Win 10 or Win 11 Install USB and reintsall that way please?
Saltgrass
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October 4th, 2022 15:00
You can use the Media Creation Tool to create an install USB drive for you. Make sure and search for Win 10 or 11. Your best bet may be Win 10 to start.
It will create the drive and you can plug it in prior to booting and the system should see it if you select the UEFI version.
If you have no experience with this type of operation, you can take time to learn or find someone who is experienced. You can't really hurt your current situation.
If you have a problem, describing your exact steps may help us guide you in case it doesn't go as planned.
Varoshiotis
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October 5th, 2022 00:00
Thank you again, yes - I think I can manage that; i will check ho to do it and then have a go.
A final question though - my problem appears to be Windows inability to Clear TPM when I select Reset Laptop to Clear. Is there a BIOS setting that I can change that will allow TPM to be cleared: as I said in the original posting all works to about 28% Resetting and until it comes to the Selection to Clear TPM and then (irrespective of answer) undoes the Reset and reboots.
In the meantime I will check out the Media Creation Tool option.
Thaknk you again!
Varoshiotis
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October 5th, 2022 03:00
Hi again, a little more detail which I hope may shed some light on my problem:
I Rebooted the XPS into (Onetime Recovery Boot Menu) and selected Support Assist. I was able to get past the 'Did not find IP Address' by using a different Wifi Network. I was then able to download the Support Assist OS Recovery and performed the following tests:
1. Check Hardware: All Passed, including the Disk
2. Repair System: Partition Table OK, Boot Files - An issue was detected, Windows Health OK
3. Selected Backup Files - cannot select this option as '...disabled because the Hard Disk is not recognised'
4. Selected Factory Restore: This displays 'Reformatting the Hard Drive' , displays two bars, but does not move past 0% on both.
Clearly, there is some issue with the Boot Files/Hard Disk. Any suggestions of how I move forward please!
Varoshiotis
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October 5th, 2022 06:00
Yes, a strange fault. THANK YOU again - I will try to re-install from a USB and see how far I get!