Unrecognized drive

[Dvdrttr]

I’m trying to replace the hard drive in a Dell 16 5620 (P111F7?).  The hard drive isn’t recognized when I try to boot with a windows USB boot drive. 

I contacted Dell and one of the community members suggested I needed to run setupRST.exe by pausing the setup process.  I put the executable on the boot drive and paused the installation at different spots.  Nothing seemed to work.  

Are there drivers that I could put on the boot drive and load them at the point of installation that allows me to load a driver(s)?

Thanks

Dave Ritter

[RandyT_Intel]

Hi Dvdrttr,

To further investigate and assist you with this issue, could you please provide the following information? This will help us narrow down the problem and identify the appropriate troubleshooting steps to ensure a successful installation.

• Please use this tool to provide your complete system information, so I can get an overview of your setup.
• Have you checked the BIOS settings to ensure that the new hard drive is being detected there? If so, what does it show?
• When you attempt to boot from the Windows USB drive, do you receive any specific error messages or codes?
• Have you tried using a different USB port or a different USB drive to rule out any issues with the boot media?
• Did you format the new hard drive before attempting the installation?
• Have you tried using a different Windows version or installation media to see if the issue persists?
• Can you provide more details about the steps you took to run setupRST.exe and at which points you paused the installation?
• Are there any other devices connected to the laptop that could potentially interfere with the installation process?
• Have you checked Dell's support website for any specific drivers or firmware updates related to your laptop model and the new hard drive? Please contact your system manufacturer directly to determine if an updated driver is available. Intel recommends that end users utilize driver updates provided by their system manufacturer/ provider or via Windows Update to eliminate the potential impact caused by loading non-customized drivers. System manufacturers regularly customize Intel generic drivers to meet the needs of their specific system design. In such cases, use of the Intel generic driver update is not recommended.

Once I have this information, I'll begin checking on my end to see what we can do to get your system up and running. I look forward to your response.

Regards,

Randy T.

Intel Customer Support Technician

[RandyT_Intel]

Hi Dvdrttr,

I wanted to follow up on my previous message about your inquiry. Have you had a chance to review it? If you have any questions or need more information, please don't hesitate to reach out. I'm here to help!

Regards,

Randy T.

Intel Customer Support Technician

[Dvdrttr]

Sorry, I never saw the first reply.  When I tried to respond to your previous email, it came back undeliverable.  I realized with this one I had to lot on to the website to post the response.

I was unable to get things to work but I discovered that booting without using an operating install USB drive, the result was a BIOS option to restore it from the cloud.  That posed its own issue because it kept claiming it couldn't assign an IP address to the laptop.  I finally connected the laptop both wired and wirelessly, and it eventually allowed me to access the cloud files.

:Long way of saying the laptop is operational again.  Thanks for your help.

[RandyT_Intel]

Hi Dvdrttr,

Thank you for the update. I will now proceed with closing this ticket. If you encounter any issues in the future, please feel free to submit a new ticket, as this thread will no longer be monitored.

Regards,

Randy T.

Intel Customer Support Technician