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The customer was experiencing an issue where their Dell laptop would randomly wake up from hibernation when the power cable was plugged in but not when unplugged. They had been dealing with the problem since purchasing the laptop. The Dell technical support agent worked to gather more details about the specific laptop and issue. They then initiated a remote support session by providing a link and pin number to allow direct access to diagnose and troubleshoot the problem.

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Giang Nguyen
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31 views

Transcript

The customer was experiencing an issue where their Dell laptop would randomly wake up from hibernation when the power cable was plugged in but not when unplugged. They had been dealing with the problem since purchasing the laptop. The Dell technical support agent worked to gather more details about the specific laptop and issue. They then initiated a remote support session by providing a link and pin number to allow direct access to diagnose and troubleshoot the problem.

Uploaded by

Giang Nguyen
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as TXT, PDF, TXT or read online on Scribd
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Shahnavaz S (2/27/2023, 12:47:23 AM): Hi Giang.

Thank you for contacting Dell


Technical Support. My name is Shahnavaz. Please allow me a moment to review your
case details.
Giang (2/27/2023, 12:47:29 AM): My computer randomly wakes up when I hibernate it
with power cable plugged in. This issue does not happen when I hibernate it and
plug out power cable.
Giang (2/27/2023, 12:47:31 AM): hi
Giang (2/27/2023, 12:47:36 AM): this is my problme
Shahnavaz S (2/27/2023, 12:48:07 AM): Thank you for sharing your concern.
Shahnavaz S (2/27/2023, 12:48:10 AM): Can you confirm that the system you need
support with is Vostro 15 7510 with Service Tag : GPL0MG3?
Giang (2/27/2023, 12:48:18 AM): yes
Shahnavaz S (2/27/2023, 12:48:31 AM): If we get disconnected from this chat, can I
reach you at 84977628357 or email you at [email protected]? Also specify the
best time to reach with time zone, in case of a follow-up
Giang (2/27/2023, 12:48:49 AM): yess, you can reach me via my email
Shahnavaz S (2/27/2023, 12:49:04 AM): In order to identify and isolate the issue
accurately, I'd like to ask you a few questions about your system.

How long have you been experiencing this issue? Were there any recent hardware or
software changes made to the system?
Giang (2/27/2023, 12:49:38 AM): I have experienced this issue since the beginning
Shahnavaz S (2/27/2023, 12:50:30 AM): Please tell me if you've performed any
additional steps on your own. So that we may skip those and save some time &
trouble.
Giang (2/27/2023, 12:50:39 AM): but I forget it until there is a warning of
warranty expiry
Giang (2/27/2023, 12:51:33 AM): I have tried to google it and have performed
several ways on Windows 10 but none of them has worked
Giang (2/27/2023, 12:51:57 AM): I realize that when I plug out power, the computer
does not wake up
Giang (2/27/2023, 12:52:18 AM): the problem appears only when the power is plugged
in
Giang (2/27/2023, 12:52:35 AM): you can reach me via my email if you are off-office
hour
Shahnavaz S (2/27/2023, 12:52:57 AM): I appreciate the information.
Shahnavaz S (2/27/2023, 12:53:01 AM): Can you confirm you are near the system we
need to work on or are you chatting from that system?
Giang (2/27/2023, 12:53:16 AM): yes, I am here
Shahnavaz S (2/27/2023, 12:54:19 AM): are you chatting from the same system?
Giang (2/27/2023, 12:54:31 AM): yes
Giang (2/27/2023, 12:54:50 AM): is there anyway that you can connect to my computer
and correct it directly?
Shahnavaz S (2/27/2023, 12:54:58 AM): Yes.
Shahnavaz S (2/27/2023, 12:55:57 AM): Please click the following link for us to
connect. Click the Download Now button if you see one. Please grant permission by
clicking the on-screen prompts with OK, YES or RUN.
Giang (2/27/2023, 12:56:00 AM): so is this problem can be quick-fixed?
Shahnavaz S (2/27/2023, 12:56:07 AM): Link : https://dra.dell.com/212595
Shahnavaz S (2/27/2023, 12:56:12 AM): Pin : 212595
Shahnavaz S (2/27/2023, 12:56:32 AM): Let's preform some troubleshooting steps to
isolate the issue.
Giang (2/27/2023, 12:57:32 AM): I am installing
Shahnavaz S (2/27/2023, 12:57:54 AM): Okay.
Giang (2/27/2023, 12:58:28 AM): since I am using alot of tabs on Chrome, if you
need to use browser, please use Firefox
Shahnavaz S (2/27/2023, 12:59:18 AM): Once our session begins, you will always have
overriding control by movement of your mouse. You will also be able to discontinue
the session at any time by clicking the 'X' in the lower right-hand corner of your
desktop.
Giang (2/27/2023, 12:59:36 AM): okay
Shahnavaz S (2/27/2023, 1:01:52 AM): You can disconnect the chat from here we will
continue on remote session
Giang (2/27/2023, 1:02:07 AM): yes, I got it

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