Device Repair Scenario Report: Laptop Won’t Power On

1. Concern:

  • Description: An end user reported that their laptop would not power on. However, the LED power light was illuminated, indicating that the device was receiving some level of power.

2. Troubleshooting Steps:

Identify the Problem:

  • Connected with the end user and asked them to locate the device.

  • Observed their attempt to power on the laptop, confirming that there was no display or response.

  • Verified that the power LED light was on, indicating the device was receiving power or retaining residual charge.

Establish a Theory of Probable Cause:

  • Considered residual power issues or an overcharging state, as the laptop was still connected to a USB charging cable.

  • Suspected power supply issues, such as a faulty charger or an issue with the battery.

  • Considered the possibility of hardware failure, such as a loose internal connection (battery, RAM, or motherboard).

  • Checked if the display was faulty, which could make it seem like the device wasn’t turning on.

Test the Theory:

  • Disconnected the USB charging cable and attempted a hard reset by holding the power button for 30–90 seconds.

  • Removed the battery and CMOS battery, then held the power button for 30–60 seconds to drain residual power.

  • Reconnected the battery and charger to check if the device powered on.

  • Connected an external monitor to rule out a display failure.

  • Checked the charger and power source to confirm that the device was receiving proper power.

Establish a Plan of Action:

  • If the device still did not power on:

    • Open the device to inspect and reseat internal components (battery, RAM, storage).

    • Check for burnt or damaged components on the motherboard.

    • Attempt booting with only AC power (battery removed) to isolate power-related issues.

Implement the Solution:

  • Reseated the RAM and battery to ensure proper connections.

  • Powered on the laptop with only AC power, confirming that the battery was the likely issue.

  • Reinstalled the battery after a successful boot and tested functionality.

  • If the device still failed to power on, recommended a battery replacement or further motherboard diagnostics.

Verify Full System Functionality:

  • Successfully powered on the laptop and confirmed full functionality.

  • Tested the display, keyboard, trackpad, and wireless connectivity.

  • Ensured the device was holding and taking a charge properly.

Document Findings:

  • The issue was likely caused by residual power buildup or a loose internal connection.

  • Power cycling (removing the battery and draining power) resolved the issue.

  • Recommended turning off the laptop charging cart at the end of the day and disconnecting fully charged devices to prevent overcharging issues.

  • Suggested checking for battery health degradation for devices frequently experiencing power-related issues.

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