Dell XPS 17 9720 Service Manual Download

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XPS 17 9720

Service Manual

Regulatory Model: P92F
Regulatory Type: P92F003
March 2022
Rev. A00

Summary of Contents for XPS 17 9720

Page 1: ...XPS 17 9720 Service Manual Regulatory Model P92F Regulatory Type P92F003 March 2022 Rev A00 ...

Page 2: ...ential damage to hardware or loss of data and tells you how to avoid the problem WARNING A WARNING indicates a potential for property damage personal injury or death 2022 Dell Inc or its subsidiaries All rights reserved Dell EMC and other trademarks are trademarks of Dell Inc or its subsidiaries Other trademarks may be trademarks of their respective owners ...

Page 3: ...ate drive in SSD1 slot 20 Removing the M 2 2230 solid state drive from the SSD1 slot 20 Installing the M 2 2230 solid state drive in the SSD1 slot 20 Solid state drive in SSD2 slot 21 Removing the M 2 2280 solid state drive from the SSD2 slot 21 Installing the M 2 2280 solid state drive in the SSD2 slot 22 Fan 23 Removing the left fan 23 Installing the left fan 24 Removing the right fan 25 Install...

Page 4: ...IOS from the F12 One Time boot menu 62 System and setup password 62 Assigning a system setup password 63 Deleting or changing an existing system setup password 63 Clearing CMOS settings 64 Clearing BIOS System Setup and System passwords 64 Chapter 5 Troubleshooting 65 Handling swollen Lithium ion batteries 65 Dell SupportAssist Pre boot System Performance Check diagnostics 65 Running the SupportAs...

Page 5: ...touching anything inside your computer ground yourself by touching an unpainted metal surface such as the metal at the back of the computer While you work periodically touch an unpainted metal surface to dissipate static electricity which could harm internal components CAUTION When you disconnect a cable pull it by its connector or its pull tab not the cable itself Some cables have connectors with...

Page 6: ...t strap should be secure and in full contact with your skin and ensure that you remove all jewelry such as watches bracelets or rings prior to bonding yourself and the equipment Electrostatic discharge ESD protection ESD is a major concern when you handle electronic components especially sensitive components such as expansion cards processors memory DIMMs and system boards Very slight charges can ...

Page 7: ...t once per week A wrist strap tester is the best method for doing this test If you do not have your own wrist strap tester check with your regional office to find out if they have one To perform the test plug the wrist strap s bonding wire into the tester while it is strapped to your wrist and push the button to test A green LED is lit if the test is successful a red LED is lit and an alarm sounds...

Page 8: ...ts that you removed before working on your computer 4 Connect your computer and all attached devices to their electrical outlets 5 Turn on your computer BitLocker CAUTION If BitLocker is not suspended before updating the BIOS the next time you reboot the system it will not recognize the BitLocker key You will then be prompted to enter the recovery key to progress and the system will ask for this o...

Page 9: ...en place them in a screw storage box This is to ensure that the correct number of screws and correct screw type is restored when the component is replaced NOTE Some computers have magnetic surfaces Ensure that the screws are not left attached to such surfaces when replacing a component NOTE Screw color may vary with the configuration ordered Table 1 Screw list Component Screw type Quantity Screw i...

Page 10: ...assembly cable holder M2x4 2 Left hinge M2 5x6 3 Right hinge M2 5x6 3 Type C connector bracket M2x4 4 Wireless card bracket M2x4 1 System board M2x4 3 Antennas M2x2 8 Major components of XPS 17 9720 The following image shows the major components of XPS 17 9720 10 Removing and installing components ...

Page 11: ...1 Base cover 2 Battery 3 Solid state drive thermal bracket SSD2 4 M 2 2230 solid state drive SSD2 5 Right fan 6 Display cable bracket Removing and installing components 11 ...

Page 12: ...of components and their part numbers for the original system configuration purchased These parts are available according to warranty coverages purchased by the customer Contact your Dell sales representative for purchase options Base cover Removing the base cover Prerequisites 1 Follow the procedure in Before working inside your computer About this task The following images indicate the location o...

Page 13: ...ner use a plastic scribe to pry the base cover in the direction of the arrows to release the base cover from the palm rest and keyboard assembly 3 Firmly hold the left side and the right side of the base cover and remove the base cover from the palm rest and keyboard assembly Installing the base cover Prerequisites About this task The following images indicate the location of the base cover and pr...

Page 14: ...14 Removing and installing components ...

Page 15: ...ns CAUTION Exercise caution when handling Lithium ion batteries Discharge the battery completely before removing it Disconnect the AC power adapter from the system and operate the computer solely on battery power the battery is fully discharged when the computer no longer turns on when the power button is pressed Do not crush drop mutilate or penetrate the battery with foreign objects Do not expos...

Page 16: ... Handling swollen Lithium ion batteries Removing the battery Prerequisites 1 Follow the procedure in Before working inside your computer 2 Remove the base cover NOTE Disconnecting the battery cable removing the battery or draining the flea power clears the CMOS and resets the BIOS settings on your computer NOTE After your computer is reassembled and powered on it prompts for the Real Time Clock RT...

Page 17: ...ocedure Steps 1 Align the screw hole on each solid state drive thermal bracket with the respective screw hole on the palm rest and keyboard assembly 2 Replace the seven M2x4 screws to secure the battery to the palm rest and keyboard assembly 3 Connect the battery cable to the system board Next steps 1 Install the base cover 2 Follow the procedure in After working inside your computer Memory module...

Page 18: ...lips on each end of the memory module slot until the memory module pops up 3 Slide and remove the memory module from the memory module slot NOTE Repeat step 1 to step 3 to remove any other memory modules installed in your computer Installing the memory module Prerequisites About this task The following image indicates the location of the memory modules and provides a visual representation of the i...

Page 19: ...to the memory module slot 4 Press the memory module down until it clicks into place NOTE If you do not hear the click remove the memory module and reinstall it NOTE Repeat step 1 to step 4 to remove any other memory modules installed in your computer Next steps 1 Install the base cover 2 Follow the procedure in After working inside your computer Removing and installing components 19 ...

Page 20: ...drive in the SSD1 slot The following image indicates the location of the M 2 2230 solid state drive that is installed in the SSD1 slot and provides a visual representation of the removal procedure Steps 1 Remove the single M2x4 screw that secures the solid state drive thermal bracket and the solid state drive to the system board 2 Lift the solid state drive thermal bracket off the system board 3 S...

Page 21: ...drive with the tab on the SSD1 slot 2 Slide the solid state drive into the SSD1 slot 3 Using the alignment post place the solid state drive thermal bracket over the solid state drive 4 Align the screw hole on the solid state drive thermal bracket with the screw hole on the system board 5 Replace the screw M2x4 that secures the solid state drive thermal bracket and the solid state drive to the syst...

Page 22: ...t off the system board 3 Slide and lift the solid state drive off the SSD2 slot Installing the M 2 2280 solid state drive in the SSD2 slot Prerequisites If you are replacing a component remove the existing component before performing the installation procedure About this task NOTE This procedure applies only to computers shipped with an M 2 2280 solid state drive installed in the SSD2 slot NOTE De...

Page 23: ...e the single M2x4 screw that secures the solid state drive thermal bracket and the solid state drive to the system board Next steps 1 Install the battery 2 Install the base cover 3 Follow the procedure in After working inside your computer Fan Removing the left fan Prerequisites 1 Follow the procedure in Before working inside your computer 2 Remove the base cover About this task The following imag...

Page 24: ... at the center as it may damage the center bearing 2 Disconnect the left fan cable from the system board 3 Lift the left fan FAN2 off the palm rest and keyboard assembly Installing the left fan Prerequisites About this task The following image indicates the location of the left fan and provides a visual representation of the installation procedure 24 Removing and installing components ...

Page 25: ...oard assembly 3 Connect the left fan cable to the system board Next steps 1 Install the base cover 2 Follow the procedure in After working inside your computer Removing the right fan Prerequisites 1 Follow the procedure in Before working inside your computer 2 Remove the base cover About this task The following image indicates the location of the right fan and provides a visual representation of t...

Page 26: ...t the center as it may damage the center bearing 2 Disconnect the right fan cable from the system board 3 Lift the right fan FAN1 off the palm rest and keyboard assembly Installing the right fan Prerequisites About this task The following images indicate the location of the right fan and provides a visual representation of the installation procedure 26 Removing and installing components ...

Page 27: ... heat sink for computers shipped with integrated graphics Prerequisites 1 Follow the procedure in Before working inside your computer CAUTION For maximum cooling of the processor do not touch the heat transfer areas on the heat sink The oils in your skin can reduce the heat transfer capability of the thermal grease NOTE The heat sink may become hot during normal operation Allow sufficient time for...

Page 28: ...ated graphics card Prerequisites CAUTION Incorrect alignment of the heat sink can damage the system board and the processor NOTE If either the system board or the heat sink is replaced use the thermal pad or thermal paste provided in the kit to ensure that there is thermal conductivity About this task The following image indicates the location of the heat sink and provides a visual representation ...

Page 29: ...raphics card Prerequisites 1 Follow the procedure in Before working inside your computer CAUTION For maximum cooling of the processor do not touch the heat transfer areas on the heat sink The oils in your skin can reduce the heat transfer capability of the thermal grease NOTE The heat sink may become hot during normal operation Allow sufficient time for the heat sink to cool before you touch it 2 ...

Page 30: ...equisites CAUTION Incorrect alignment of the heat sink can damage the system board and the processor NOTE If either the system board or the heat sink is replaced use the thermal pad or thermal paste provided in the kit to ensure that there is thermal conductivity About this task The following image indicates the location of the heat sink and provides a visual representation of the installation pro...

Page 31: ... to the system board Next steps 1 Install the base cover 2 Follow the procedure in After working inside your computer I O board Removing the I O board Prerequisites 1 Follow the procedure in Before working inside your computer 2 Remove the base cover About this task The following image indicates the location of the I O board and provides a visual representation of the removal procedure Removing an...

Page 32: ...rd assembly 2 Lift the I O board off the palm rest and keyboard assembly Installing the I O board Prerequisites About this task The following image indicates the location of the I O board and provides a visual representation of the installation procedure 32 Removing and installing components ...

Page 33: ...1 Install the base cover 2 Follow the procedure in After working inside your computer Display assembly Removing the display assembly Prerequisites 1 Follow the procedure in Before working inside your computer 2 Remove the base cover About this task The following images indicate the location of the display assembly and provide a visual representation of the removal procedure Removing and installing...

Page 34: ...34 Removing and installing components ...

Page 35: ...that secure the left display hinge to the palm rest and keyboard assembly 5 Remove the three M2 5x6 screws that secure the right display hinge to the palm rest and keyboard assembly 6 Push the left and the right hinges back to free them from the palm rest and keyboard assembly 7 Slide the palm rest and keyboard assembly from the display assembly 8 After performing all the above steps you are left ...

Page 36: ...display assembly Prerequisites About this task The following images indicate the location of the display assembly and provide a visual representation of the installation procedure 36 Removing and installing components ...

Page 37: ...hinge to the system board and the palm rest and keyboard assembly 5 Connect the display cable and the camera cable to the connectors on the system board 6 Align the screw holes on the display cable bracket with the screw holes on the system board 7 Replace the two M2x4 screws to secure the display cable bracket to the palm rest and keyboard assembly NOTE Apply gentle torque when tightening the two...

Page 38: ...hanges again after you replace the system board NOTE Before disconnecting the cables from the system board note the location of the connectors so that you can reconnect the cables correctly after you replace the system board 2 Remove the base cover 3 Remove the battery 4 Remove the memory module 5 Remove the M 2 2230 solid state drive from the SSD1 slot 6 Remove the M 2 2280 solid state drive from...

Page 39: ...Removing and installing components 39 ...

Page 40: ...emove the two M2x4 screws from the right USB Type C port bracket and lift it off the system 9 Remove the single M2x4 screw from the wireless antenna bracket and lift it off the system 10 Disconnect the antenna cables from the wireless module on the system board 11 Disconnect the right speaker cable from the system board 12 Remove the three screws M2x4 that secure the system board to the palm rest ...

Page 41: ...S using the BIOS setup program Make the appropriate changes again after you replace the system board About this task The following images indicate the location of the system board and provide a visual representation of the installation procedure Removing and installing components 41 ...

Page 42: ...et on the wireless module and install the single M2x4 screw to secure it to the system board 6 Place the right USB Type C port bracket on the USB ports and install the single M2x4 screw to secure it to the system board 7 Connect the left speaker cable to the connector on the system board 8 Connect the power button cable to the connector on the system board and close the latch to secure the cable 9...

Page 43: ...riate changes again after you replace the system board NOTE Before disconnecting the cables from the system board note the location of the connectors so that you can reconnect the cables correctly after you replace the system board 2 Remove the base cover 3 Remove the battery 4 Remove the memory module 5 Remove the M 2 2230 solid state drive from the SSD1 slot 6 Remove the M 2 2280 solid state dri...

Page 44: ...he routing of the antenna cables along the routing guides on the palm rest and keyboard assembly 5 Remove the antenna cable from the routing guides on the palm rest and keyboard assembly 6 Lift the left and the right antenna along with its cables off the palm rest and keyboard assembly Installing the antenna Prerequisites About this task The following image indicates the location of the antennas a...

Page 45: ...mbly 5 Replace the four M2x2 screws that secure the right antenna to the palm rest and keyboard assembly 6 Align the screw holes on the left antenna with the screw holes on the palm rest and keyboard assembly 7 Replace the four M2x2 screws that secure the left antenna to the palm rest and keyboard assembly Next steps 1 Install the system board 2 Install the display assembly 3 Install the I O board...

Page 46: ...te changes again after you replace the system board NOTE Before disconnecting the cables from the system board note the location of the connectors so that you can reconnect the cables correctly after you replace the system board 2 Remove the base cover 3 Remove the battery 4 Remove the memory module 5 Remove the M 2 2230 solid state drive from the SSD1 slot 6 Remove the M 2 2280 solid state drive ...

Page 47: ...heat sink for systems shipped with discrete graphics NOTE The system board can be removed or installed together with the heat sink attached This simplifies the procedure and avoids breaking the thermal bond between the system board and the heat sink 8 Install the M 2 2280 solid state drive in the SSD2 slot 9 Install the M 2 2230 solid state drive in the SSD1 slot 10 Install the memory module 11 In...

Page 48: ...rivers and downloads When troubleshooting downloading or installing drivers it is recommended that you read the Dell Knowledge Based article Drivers and Downloads FAQ 000123347 3 48 Drivers and downloads ...

Page 49: ...g or disabling base devices BIOS overview The BIOS manages data flow between the computer s operating system and attached devices such as hard disk video adapter keyboard mouse and printer Entering BIOS setup program Steps 1 Turn on your computer 2 Press F2 immediately to enter the BIOS setup program NOTE If you wait too long and the operating system logo appears continue to wait until you see the...

Page 50: ...g on this computer and its installed devices the items that are listed in this section may or may not be displayed Table 4 System setup options System information menu Overview for XPS 17 9720 BIOS Version Displays the BIOS version number Service Tag Displays the Service Tag of the computer Asset Tag Displays the Asset Tag of the computer Manufacture Date Displays the manufacture date of the compu...

Page 51: ... Displays the memory card installed in slot 1 DIMM SLOT 2 Displays the memory card installed in slot 2 DEVICES Panel Type Displays the Panel Type of the computer Video Controller Displays the integrate graphics information of the computer Video Memory Displays the video memory information of the computer Wi Fi Device Displays the Wi Fi device installed in the computer Native Resolution Displays th...

Page 52: ...s during pre boot Default OFF Enable Thunderbolt and PCIe behind TBT pre boot modules Enables or disables the setting that allows PCIe devices that are connected via a Thunderbolt adapter Default OFF Thunderbolt Security level Sets the Thunderbolt adapter security level within the operating system By default User Authorization is selected Camera Enable Camera Enables or disables the camera By defa...

Page 53: ...ng Analysis and Reporting Technology SMART Default OFF Enable MediaCard Enables to switch all media cards On Off or set the media card to read only state By default Enable Secure Digital SD Card is selected Table 8 System setup options Display menu Display Display Brightness Brightness on battery power Sets the screen brightness when the computer is running on battery power Default 50 Brightness o...

Page 54: ...ault Adaptive is selected Advanced Configuration Enable Advanced Battery Charge Configuration Enables Advanced Battery Charge Configuration from the beginning of the day to a specified work period Advanced Battery Charged maximizes battery health while still supporting heavy use during the work day Default OFF Peak Shift Enables the computer to run on battery during peak power usage hours Default ...

Page 55: ...Enables to control whether the TPM Endorsement Hierarchy is available to the OS Disabling this setting restricts the ability to use the TPM for signature operations Default ON Key Storage Enable Enables to control whether the TPM Endorsement Hierarchy is available to the OS Disabling this setting restricts the ability to use the TPM for storing owner data Default ON SHA 256 Enables or disables the...

Page 56: ...istrator password sometimes called the setup password The administrator password enables several security features Password Configuration Upper Case Letter When enabled password must contain at least one upper case letter Default OFF Upper Case Letter When enabled password must contain at least one lower case letter Default OFF Digit When enabled password must contain at least one digit number Def...

Page 57: ...encrypted partition on the drive BIOS Downgrade Allow BIOS Downgrade Controls flashing of the system firmware to previous revisions Default ON SupportAssist OS Recovery SupportAssist OS Recovery Enables or disables the boot flow for SupportAssist OS Recovery tool in the event of certain system errors Default ON BIOSConnect BIOSConnect Enables or disables cloud Service OS recover if the main operat...

Page 58: ...e By default Bright is selected Keyboard Backlight Timeout on AC Keyboard Backlight Timeout on AC Configures the timeout value for the keyboard when an AC adapter is connected to the computer The keyboard backlight timeout value is only effect when the backlight is enabled By default 1 minute is selected Keyboard Backlight Timeout on Battery Keyboard Backlight Timeout on Battery Configures the tim...

Page 59: ...xternal NIC MAC address in a supported dock or dongle with the selected MAC address from the computer By default System Unique MAC Address is selected Sign of Life Early Logo Display Displays Logo Sign of Life Default ON Table 17 System setup options Virtualization menu Virtualization Intel Virtualization Technology Intel Virtualization Technology Enables or disables the computer to run a virtual ...

Page 60: ... enabled the Intel TurboBoost driver increases the performance of the CPU or graphics processor Default ON Intel Hyper Threading Technology Enable Intel Hyper Threading Technology Enabled or disabled the Intel Hyper Threading mode of the processor If enabled the Intel Hyper Threading increases the efficiency of the processor resources when multiple threads run on each core Default ON Dynamic Tunin...

Page 61: ...here you saved the BIOS update file 8 Double click the BIOS update file icon and follow the on screen instructions For more information search in the Knowledge Base Resource at www dell com support Updating the BIOS using the USB drive in Windows About this task CAUTION If BitLocker is not suspended before updating the BIOS the next time you reboot the system it will not recognize the BitLocker ke...

Page 62: ...ate your BIOS from the F12 One Time boot menu you need the following USB drive formatted to the FAT32 file system key does not have to be bootable BIOS executable file that you downloaded from the Dell Support website and copied to the root of the USB drive AC power adapter that is connected to the computer Functional computer battery to flash the BIOS Perform the following steps to perform the BI...

Page 63: ... the changes as prompted by the pop up message 5 Press Y to save the changes The computer restarts Deleting or changing an existing system setup password Prerequisites Ensure that the Password Status is Unlocked in the System Setup before attempting to delete or change the existing System and or Setup password You cannot delete or change an existing System or Setup password if the Password Status ...

Page 64: ... one minute 4 Connect the battery cable to the system board 5 Replace the base cover Clearing BIOS System Setup and System passwords About this task To clear the system or BIOS passwords contact Dell technical support as described at www dell com contactdell NOTE For information on how to reset Windows or application passwords refer to the documentation accompanying Windows or your application 64 ...

Page 65: ...ot bend the battery Do not use tools of any type to pry on or against the battery If a battery gets stuck in a device as a result of swelling do not try to free it as puncturing bending or crushing a battery can be dangerous Do not attempt to reassemble a damaged or swollen battery into a laptop Swollen batteries that are covered under warranty should be returned to Dell in an approved shipping co...

Page 66: ...sues error codes are displayed Note the error code and validation number and contact Dell Built in self test BIST M BIST M BIST Built In Self Test is the system board s built in self test diagnostics tool that improves the diagnostics accuracy of system board embedded controller EC failures NOTE M BIST can be manually initiated before POST Power On Self Test How to run M BIST NOTE M BIST must be i...

Page 67: ...nvoke LCD BIST Test 1 Power off the Dell laptop 2 Disconnect any peripherals that are connected to the laptop Connect only the AC adapter charger to the laptop 3 Ensure that the LCD screen is clean no dust particles on the surface of the screen 4 Press and hold D key and Power on the laptop to enter LCD built in self test BIST mode Continue to hold the D key until the system boots up 5 The screen ...

Page 68: ...or Real Time Clock RTC Reset The Real Time Clock RTC reset function allows you or the service technician to recover Dell systems from No POST No Power No Boot situations The legacy jumper enabled RTC reset has been retired on these models Start the RTC reset with the system powered off and connected to AC power Press and hold the power button for thirty 30 seconds The system RTC Reset occurs after...

Page 69: ... Providers provide a modem router combo device Steps 1 Turn off your computer 2 Turn off the modem 3 Turn off the wireless router 4 Wait for 30 seconds 5 Turn on the wireless router 6 Turn on the modem 7 Turn on your computer Drain residual flea power perform hard reset About this task Flea power is the residual static electricity that remains in the computer even after it has been powered off and...

Page 70: ...NOTE For more information about performing a hard reset search in the Knowledge Base Resource at www dell com support 70 Troubleshooting ...

Page 71: ...r Express Service Code at www dell com support For more information on how to find the Service Tag for your computer see Locate the Service Tag on your computer Dell knowledge base articles for a variety of computer concerns 1 Go to www dell com support 2 On the menu bar at the top of the Support page select Support Knowledge Base 3 In the Search field on the Knowledge Base page type the keyword t...

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