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Dell XPS 17 9720 Service Manual
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Dell XPS 17 9720 Service Manual

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

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Summary of Contents for Dell XPS 17 9720

  • Page 1 XPS 17 9720 Service Manual Regulatory Model: P92F Regulatory Type: P92F003 March 2022 Rev. A00...
  • Page 2 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: Table Of Contents

    After working inside your computer..........................8 BitLocker..................................8 Chapter 2: Removing and installing components................9 Recommended tools................................9 Screw list....................................9 Major components of XPS 17 9720..........................10 Base cover................................... 12 Removing the base cover............................12 Installing the base cover.............................13 Battery....................................15 Lithium-ion battery precautions..........................15 Removing the battery..............................
  • Page 4 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 SupportAssist Pre-Boot System Performance Check..............66 Built-in self-test (BIST)..............................66 M-BIST...................................66 LCD Power rail test (L-BIST)...........................

  • Page 5: Chapter 1: Working Inside Your Computer

    You should only perform troubleshooting and repairs as authorized or directed by the Dell technical assistance team. Damage due to servicing that is not authorized by Dell is not covered by your warranty. See the safety instructions that is shipped with the product or at www.dell.com/regulatory_compliance.

  • Page 6: Safety Precautions

    ESD protection is an increasing concern. Due to the increased density of semiconductors used in recent Dell products, the sensitivity to static damage is now higher than in previous Dell products. For this reason, some previously approved methods of handling parts are no longer applicable.

  • Page 7: Esd Field Service Kit

    It is recommended that all field service technicians use the traditional wired ESD grounding wrist strap and protective anti-static mat at all times when servicing Dell products. In addition, it is critical that technicians keep sensitive parts separate from all insulator parts while performing service and that they use anti-static bags for transporting sensitive components.

  • Page 8: Transporting Sensitive Components

    Transporting sensitive components When transporting ESD sensitive components such as replacement parts or parts to be returned to Dell, it is critical to place these parts in anti-static bags for safe transport. After working inside your computer About this task NOTE: Leaving stray or loose screws inside your computer may severely damage your computer.

  • Page 9: Chapter 2: Removing And Installing Components

    Removing and installing components NOTE: The images in this document may differ from your computer depending on the configuration you ordered. Recommended tools The procedures in this document may require the following tools: ● Phillips screwdriver #0 ● Phillips screwdriver #1 ●...

  • Page 10: Major Components Of Xps 17 9720

    Left hinge M2.5x6 Right hinge M2.5x6 Type-C connector bracket M2x4 Wireless card bracket M2x4 System board M2x4 Antennas M2x2 Major components of XPS 17 9720 The following image shows the major components of XPS 17 9720. 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...

  • Page 12: Base Cover

    19. Heat sink NOTE: Dell provides a list 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.

  • Page 13: Installing The Base Cover

    CAUTION: Only use a plastic scribe to disengage and release the clips with the prying motion along the edges of the base cover. Do NOT use your fingers. Steps 1. Remove the eight Torx T5 screws (M2x4) that secure the base cover to the palm-rest and keyboard assembly. 2.
  • Page 14 Removing and installing components...

  • Page 15: Battery

    Steps 1. Align the screw holes on the base cover with the screw holes on the palm-rest and keyboard assembly, and then snap the base cover into place. 2. Replace the eight Torx T5 screws (M2x4) to secure the base cover to the palm-rest and keyboard assembly. Next steps 1.

  • Page 16: Removing The Battery

    ● If the battery gets stuck inside your computer as a result of swelling, do not try to release it as puncturing, bending, or crushing a lithium-ion battery can be dangerous. In such an instance, contact Dell technical support for assistance. See www.dell.com/contactdell.

  • Page 17: Installing The Battery

    3. Remove the seven screws (M2x4) that secure the solid-state drive thermal bracket and the battery to the palm-rest and keyboard assembly. 4. Lift the battery off the palm-rest and keyboard assembly. Installing the battery Prerequisites About this task The following image indicates the location of the battery and provides a visual representation of the installation procedure. Steps 1.

  • Page 18: Installing The Memory Module

    About this task The following image indicates the location of the memory modules and provides a visual representation of the removal procedure. Steps 1. Lift the Mylar that covers the memory module. 2. Use your fingertips to carefully spread apart the securing-clips on each end of the memory-module slot until the memory module pops up.
  • Page 19 Steps 1. Lift the Mylar that covers the memory-module slot. 2. Align the notch on the memory module with the tab on the memory-module slot. 3. Slide the memory module firmly at an angle, into 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.

  • Page 20: Solid-State Drive In Ssd1 Slot

    Solid-state drive in SSD1 slot Removing the M.2 2230 solid-state drive from the SSD1 slot Prerequisites 1. Follow the procedure in Before working inside your computer. 2. Remove the base cover. 3. Remove the battery. About this task NOTE: This procedure applies only to computers shipped with an M.2 2230 solid-state drive installed in the SSD1 slot. NOTE: Depending on the configuration ordered, your computer may support an M.2 2230 solid-state drive or an M.2 2280 solid-state drive in the SSD1 slot.

  • Page 21: Solid-State Drive In Ssd2 Slot

    About this task NOTE: This procedure applies only to computers shipped with an M.2 2230 solid-state drive installed in SSD1 slot. NOTE: Depending on the configuration ordered, your computer may support an M.2 2230 solid-state drive or an M.2 2280 solid-state drive in the SSD1 slot.

  • Page 22: Installing The M.2 2280 Solid-State Drive In The Ssd2 Slot

    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: Depending on the configuration ordered, your computer may support an M.2 2230 solid-state drive or an M.2 2280 solid-state drive in the SSD2 slot.

  • Page 23: Fan

    Steps 1. Align the notch on the solid-state drive with the tab on the SSD2 slot. 2. Slide the solid-state drive into the SSD2 slot. 3. Using the alignment post, place the solid-state drive thermal bracket over the solid-state drive. 4.

  • Page 24: Installing The Left Fan

    Steps 1. Remove the two (M2x4) screws and the single (M1.6x4) screw that secure the left fan (FAN2) to the system board and palm-rest and keyboard assembly. CAUTION: Do not hold the fan assembly at the center, as it may damage the center bearing. 2.

  • Page 25: Removing The Right Fan

    Steps 1. Align the screw holes on the left fan (FAN2) with the screw holes on the system board and palm-rest and keyboard assembly. 2. Replace the two (M2x4) screws and the single (M1.6x4) screw to secure the left fan (FAN2) to the system board and palm-rest and keyboard assembly.

  • Page 26: Installing The Right Fan

    Steps 1. Remove the two (M2x4) screws and the single (M1.6x4) screw that secure the right fan (FAN1) to the system board and palm-rest and keyboard assembly. CAUTION: Do not hold the fan assembly at the center, as it may damage the center bearing. 2.

  • Page 27: Heat Sink

    Steps 1. Connect the right fan cable to the system board. 2. Align the screw holes on the right fan (FAN1) with the screw holes on the system board and palm-rest and keyboard assembly. 3. Replace the two (M2x4) screws and the single (M1.6x4) screw to secure the right fan (FAN1) to the system board and palm-rest and keyboard assembly.

  • Page 28: Installing The Heat Sink (For Computers Shipped With Integrated Graphics Card)

    Steps 1. In reverse sequential order (4 > 3 > 2 > 1), as indicated by the numbers on the heat sink, loosen the four captive screws that secure the heat sink to the system board. 2. Lift the heat sink off the system board. Installing the heat sink (for computers shipped with integrated graphics card) Prerequisites...

  • Page 29: Removing The Heat Sink (For Computers Shipped With Discrete Graphics Card)

    Steps 1. Align the screw holes on the heat sink with the screw holes on the system board. 2. In sequential order (1 > 2 > 3 > 4), as indicated by the numbers on the heat sink, tighten the four captive screws to secure the heat sink to the system board.

  • Page 30: Installing The Heat Sink (For Computers Shipped With Discrete Graphics)

    Steps 1. Loosen the seven captive screws in reverse sequential order (7 > 6 > 5 > 4 > 3 > 2 > 1) as indicated by the numbers on the heat sink. 2. Lift the heat sink off the system board. Installing the heat sink (for computers shipped with discrete graphics) Prerequisites...

  • Page 31: I/O Board

    Steps 1. Align the screw holes on the heat sink with the screw holes on the system board. 2. In sequential order (1 > 2 > 3 > 4 > 5 > 6 > 7), as indicated by the numbers on the heat sink, tighten the seven captive screws to secure the heat sink to the system board.

  • Page 32: Installing The I/O Board

    Steps 1. Remove the three (M2x4) screws that secure the I/O board to the palm-rest and keyboard 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. Removing and installing components...

  • Page 33: Display Assembly

    Steps 1. Align the screw hole on the I/O board with the screw hole on the palm-rest and keyboard assembly. 2. Replace the three (M2x4) screws that secure the I/O board to the palm-rest and keyboard assembly. Next steps 1. Install the base cover.
  • Page 34 Removing and installing components...
  • Page 35 Steps 1. Remove the two (M2x4) screws that secure the display-cable bracket to the system board. 2. Lift the display-cable bracket off the system board. 3. Disconnect the camera connector and the display connector from the system board. 4. Remove the three (M2.5x6) screws that secure the left display hinge to the palm-rest and keyboard assembly. 5.

  • Page 36: Installing The Display Assembly

    Installing the 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. Removing and installing components...
  • Page 37 Steps 1. Slide the palm-rest and keyboard assembly under the display hinges. 2. Fold back the hinges and align the screw holes on the palm-rest assembly with the screw holes on the display hinges. 3. Replace the three (M2.5x6) screws to secure the left display hinge to the system board and the palm-rest and keyboard assembly.

  • Page 38: System Board

    System board System board callouts 1. Power-button cable 2. Left fan cable 3. Left speaker cable 4. Keyboard cable 5. Antenna cables 6. Right speaker cable 7. Right fan cable 8. Display cable and camera cable Removing the system board Prerequisites 1.
  • Page 39 Removing and installing components...

  • Page 40: Installing The System Board

    Steps 1. Remove the two (M2x4) screws that secure the display-cable bracket to the system board. 2. Lift the display-cable bracket off the system board. 3. Disconnect the camera connector and the display connector from the system board. 4. Remove the two (M2x4) screws from the left USB Type-C port bracket and lift it off the system. 5.
  • Page 41 NOTE: Replacing the system board removes any changes that you have made to the BIOS 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...
  • Page 42 Steps 1. Align the screw holes on the system board with the screw holes on the palm-rest and keyboard assembly. 2. Replace the three (M2x4) screws to secure the system board to the palm-rest and keyboard assembly. 3. Connect the antenna cables to the wireless module. The following table provides the antenna-cable color scheme for the wireless card that is supported by your computer.

  • Page 43: Antenna

    Next steps 1. Install the board. 2. Install the right fan. 3. Install the left fan. 4. Install the heat sink (for systems shipped with integrated graphics) or the heat sink (for systems shipped with discrete graphics). 5. Install the M.2 2280 solid-state drive in the SSD2 slot.

  • Page 44: Installing The Antenna

    Steps 1. Remove the four (M2x2) screws that secure the right antenna to the palm-rest and keyboard assembly. 2. Remove the four (M2x2) screws that secure the left antenna to the palm-rest and keyboard assembly. 3. Peel off the tapes that secure the antenna cable to the palm-rest and keyboard assembly. 4.
  • Page 45 Steps 1. Place the antennas into the slots on the palm-rest and keyboard assembly. 2. Route the antenna cable through the routing guides on the palm-rest and keyboard assembly. NOTE: Route the antenna cable under the Keyboard FFC. 3. Adhere the tapes that secure the antenna cable to the palm-rest and keyboard assembly. 4.

  • Page 46: Palm-Rest And Keyboard Assembly

    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. 7. Install the M.2 2280 solid-state drive in the SSD2 slot.
  • Page 47 After performing the steps in the pre-requisites, you are left with the palm-rest and keyboard assembly. Next steps 1. Install the antennas. 2. Install the system board. 3. Install the display assembly. 4. Install the board. 5. Install the right fan.

  • Page 48: Chapter 3: Drivers And Downloads

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

  • Page 49: Chapter 4: Bios Setup

    BIOS setup CAUTION: Unless you are an expert computer user, do not change the settings in the BIOS Setup program. Certain changes can make your computer work incorrectly. NOTE: Depending on the computer and its installed devices, the items listed in this section may or may not be displayed. NOTE: Before you change BIOS Setup program, it is recommended that you write down the BIOS Setup program screen information for future reference.

  • Page 50: One Time Boot Menu

    Depending 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.
  • Page 51 Table 4. System setup options—System information menu (continued) Overview for XPS 17 9720 Processor Type Displays the processor type. Maximum Clock Speed Displays the maximum processor clock speed. Minimum Clock Speed Displays the minimum processor clock speed. Current Clock Speed Displays the current processor clock speed.
  • Page 52 Table 5. System setup options—Boot Configuration menu (continued) Boot Configuration By default, Deployed Mode is selected. Expert Key Management Enable Custom Mode Enables or disables custom mode to allow keys in the PK, KEK, db, and dbx security key databases to be modified. Default: OFF Table 6.
  • Page 53 Table 6. System setup options—Integrated Devices menu (continued) Integrated Devices By default, Enable Fingerprint Reader Device is selected. Enable Fingerprint Reader Single Sign On Enables or disables the Fingerprint Reader Single Sign On capability. By default, Enable Fingerprint Reader Single Sign On is selected. Table 7.
  • Page 54 By default, Optimized is selected. USB Wake Support Wake on Dell USB-C Dock Enables connecting a Dell USB-C Dock to wake the computer from Standby. Default: ON Block Sleep Blocks the computer from entering Sleep (S3) mode in the operating system.
  • Page 55 Table 10. System setup options—Power menu (continued) Power Default: ON Intel Speed Shift Technology Enables or disables the Intel Speed Shift Technology support. Setting this option to enable allows the operating system to select the appropriate processor performance automatically. Default: ON Table 11.
  • Page 56 Table 11. System setup options—Security menu (continued) Security NOTE: This feature may cause compatibility issues or loss of functionality with some legacy tools and applications. Data Wipe on Next Boot Start Data Wipe When enabled, the BIOS will queue up a data wipe cycle for storage device(s) connected to the motherboard on the next reboot.
  • Page 57 Auto OS Recovery Threshold setup option. Default: ON Dell Auto OS Recovery Threshold Controls the automatic boot flow for SupportAssist System Resolution Console and for Dell operating system Recovery tool. By default, 2 is selected. Table 14. System setup options—System Management menu System Management Service Tag Displays the Service Tag of the computer.
  • Page 58 Table 14. System setup options—System Management menu (continued) System Management Wake on AC Enables the computer to turn on and go to boot when AC power is supplied to the computer. Default: OFF Wake on LAN/WLAN Wake on LAN/WLAN Enables or disables the computer to turn on by a special LAN/WLAN signal. By default, Disabled is selected.
  • Page 59 Table 16. System setup options—Pre-Boot Behavior menu (continued) Pre-Boot Behavior Warnings and Errors Warnings and Errors Selects an action on encountering a warning or error during boot. By default, Prompt on Warnings and Errors is selected. NOTE: Errors deemed critical to the operation of the computer hardware will always halt the computer.
  • Page 60 Table 18. System setup options—Performance menu (continued) Performance Enable Intel SpeedStep Technology Enables or disables the Intel SpeedStep Technology to dynamically adjust processor voltage and core frequency, decreasing average power consumption and heat production. Default: ON C-States Control Enable C-State Control Enables or disables the CPU's ability to enter and exit low-power states.

  • Page 61: Updating The Bios

    Updating the BIOS in Windows to download the latest BIOS setup program file. 2. Create a bootable USB drive. For more information, search in the Knowledge Base Resource at www.dell.com/support. 3. Copy the BIOS setup program file to the bootable USB drive.

  • Page 62: Updating The Bios From The F12 One-Time Boot Menu

    One-Time boot menu on the computer. Most of the Dell computers built after 2012 have this capability, and you can confirm by booting your computer to the F12 One-Time Boot Menu to see if BIOS FLASH UPDATE is listed as a boot option for your computer. If the option is listed, then the BIOS supports this BIOS update option.

  • Page 63: Assigning A System Setup Password

    CAUTION: The password features provide a basic level of security for the data on your computer. CAUTION: Anyone can access the data that is stored on your computer if it is not locked and left unattended. NOTE: System and setup password feature is disabled. Assigning a system setup password Prerequisites You can assign a new System or Admin Password only when the status is in Not Set.

  • Page 64: Clearing Cmos Settings

    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.

  • Page 65: Chapter 5: Troubleshooting

    ● Using a non-Dell or incompatible battery may increase the risk of fire or explosion. Replace the battery only with a compatible battery purchased from Dell that is designed to work with your Dell computer. Do not use a battery from other computers with your computer.

  • Page 66: Running The Supportassist Pre-Boot System Performance Check

    Running the SupportAssist Pre-Boot System Performance Check Steps 1. Turn on your computer. 2. As the computer boots, press the F12 key as the Dell logo appears. 3. On the boot menu screen, select the Diagnostics option. 4. Click the arrow at the bottom left corner.

  • Page 67: Lcd Power Rail Test (L-Bist)

    LCD Built-in Self Test (BIST) Dell laptops have a built-in diagnostic tool that helps you determine if the screen abnormality you are experiencing is an inherent problem with the LCD (screen) of the Dell laptop or with the video card (GPU) and PC settings.

  • Page 68: Real-Time Clock (Rtc Reset)

    Management Engine (ME) error 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.

  • Page 69: Backup Media And Recovery Options

    You can also download it from the Dell Support website to troubleshoot and fix your computer when it fails to boot into their primary operating system due to software or hardware failures. For more information about the Dell SupportAssist OS Recovery, see Dell SupportAssist OS Recovery User's Guide at www.dell.com/serviceabilitytools.
  • Page 70 NOTE: For more information about performing a hard reset, search in the Knowledge Base Resource at www.dell.com/ support. Troubleshooting...

  • Page 71: Chapter 6: Getting Help And Contacting Dell

    Getting help and contacting Dell Self-help resources You can get information and help on Dell products and services using these self-help resources: Table 23. Self-help resources Self-help resources Resource location Information about Dell products and services www.dell.com My Dell app...

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