● Latitude Self-Heal can be avoided when complete system tear-down is required to access the coin-cell battery.
● For the Latitude E7 Series (XX70), BIOS Recovery 2.0 should be performed as the primary step.
● In order to reduce troubleshooting time associated with Self-Heal, there is no mandatory requirement to reassemble the
system. Technicians can initiate Self-Heal even with the system board exposed.
● Do not touch any of the exposed components or the system board to avoid shorting and static.
● If Self-Heal is unable to recover the failure, proceed with replacing the system board.
NOTE:
Front-line Agent Action: Front-line agents must encourage the customer to perform this step before isolating the issue
as a motherboard failure. If the customer is not comfortable performing the Self-Heal procedure, then please document the
dispatch being created in 5GL. Advise the onsite engineers to perform the Self-Heal procedure as one of the mandatory
initial steps. Advise them that if the Self-Heal procedure is unsuccessful, to continue with the regular troubleshooting
before part replacement.
Onsite Engineer Action: The Latitude Self-Heal procedure has to be a mandatory initial step. If the Self-Heal procedure
is unsuccessful, continue with the regular troubleshooting before part replacement. Document Self-Heal results in the call
closure log (Self-Heal Pass or Fail).
156 Diagnostics
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