samsung np780z5e froze during bios update, any help appreciated

Discussion in 'Samsung' started by eba0922, Jul 13, 2014.

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  1. eba0922

    eba0922 Notebook Consultant

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    Using SWUpdate, my laptop was in the middle of a bios update when it just froze. I left it for an hour hoping it would come back but no luck. Noticed the laptop getting really hot, so I took apart the bottom plate and removed the battery. Holding the power button did nothing. Now I get nothing on start up. Any help is appreciated.
     
  2. Dannemand

    Dannemand Decidedly Moderate Super Moderator

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    Ouch, I am sorry to hear that. Unfortunately this happens from time to time, particularly when BIOS Updates are performed from within SW Update. You followed Samsung's procedure, but I wish they would be more cautious in the procedure they recommend for BIOS updates.

    The last case we had was this one (similar model). See my response a few posts down, including suggestion of a CMOS reset procedure. If that doesn't get your computer going, I am afraid you will have to contact Samsung support for service.

    I don't mean to rub it in, but for anyone else seeing this: This is why we recommend running the BIOS update outside SW Update, as described in John's post in our BIOS Update thread. Of course we don't know if it would have made a difference in this case, but the goal is to minimize the risk of any interference during the flashing process.

    I cross my fingers that the CMOS reset will solve it. Please keep us posted on your progress.
     
  3. eba0922

    eba0922 Notebook Consultant

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    Thanks for the reply!

    No SW Update, lesson learned. I will try this when I get home and report back my findings.
     
  4. eba0922

    eba0922 Notebook Consultant

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    I just tried the "battery reset" instructions with no luck. Still a blank black screen when I try to power it on.
     
  5. Dannemand

    Dannemand Decidedly Moderate Super Moderator

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    Unfortunately that is not entirely unexpected when it is as dead as this. It was worth a try. There is a variant where you leave it disconnected from the battery for 48 hours after holding the power button. But to be honest, I think you'll have to go the service route -- unless others here have ideas.
     
  6. John Ratsey

    John Ratsey Moderately inquisitive Super Moderator

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    I would be pressing Samsung to fix this at their expense, even if it is outside of the warranty period because there's no warning that the BIOS update may brick the computer.

    The risk of bricking happening appears to be greater when done through SW Update. I'm surprised that Samsung haven't yet learned to get SW Update to download the stand-alone BIOS Update program with a message that it should be run separately.

    John
     
  7. Dannemand

    Dannemand Decidedly Moderate Super Moderator

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    I agree. If you still have warranty, Samsung absolutely should cover this, since you followed their procedure -- though it's my impression from reports here that they have become more stingy lately.

    And even if you're out of warranty, you expect that updates can still be applied safely, as John said.
     
  8. John Ratsey

    John Ratsey Moderately inquisitive Super Moderator

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    Another late thought, triggered by this similar problem, is to remove any removable RAM.

    Starting late 2013 Samsung put something in the BIOS code that made it very fussy about the RAM that would work (if the BIOS can't read the RAM properly then it can't load). This has usually created a problem when users has changed / added RAM but might also affect notebooks with Samsung-supplied RAM.

    John
     
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  9. eba0922

    eba0922 Notebook Consultant

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    Final Update

    My laptop is out of warranty by 2 months ish.

    The first time I called Samsung I got a "You are out of warranty sorry" response.

    After reading John's response (Thanks John and everyone else who replied) I called samsung a second time, this time a bit more assertive about how updating the bios should not have bricked my laptop, especially since no warning was given. I was granted a one time service repair. Thank you Samsung for making right!

    I just received my laptop back tonight and all is well! Part sheet says the motherboard was replaced. The turn around time from (intelisol Texas) was great. They received my laptop last thursday and I had it back today!

    Thank you all! I have learned my lesson!
     
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  10. John Ratsey

    John Ratsey Moderately inquisitive Super Moderator

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    Thanks for that update and confirmation that Samsung, if pressurised, will fix bricking caused by a BIOS update outside of the warranty period.

    John
     
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