Dell XPS 8960 Service Manual
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Dell XPS 8960 Service Manual

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XPS 8960
Service Manual
Regulatory Model: D30M
Regulatory Type: D30M004
December 2022
Rev. A00
Table of Contents
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Summary of Contents for Dell XPS 8960

  • Page 1 XPS 8960 Service Manual Regulatory Model: D30M Regulatory Type: D30M004 December 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 Technologies, Dell, 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

    Transporting sensitive components..........................9 After working inside your computer..........................9 Chapter 2: Removing and installing components................10 Recommended tools................................10 Screw list..................................... 10 Major components of XPS 8960.............................11 Left-side cover................................... 13 Removing the left-side cover............................13 Installing the left-side cover............................14 Front cover..................................15 Removing the front cover............................15...
  • Page 4 Updating the BIOS in Linux and Ubuntu........................ 73 Updating the BIOS from the F12 One-Time boot menu..................74 Chapter 5: Troubleshooting......................75 Locate the Service Tag or Express Service Code of your Dell computer ..........75 SupportAssist diagnostics............................... 75 System-diagnostic lights..............................75 Recovering the operating system..........................76...
  • Page 5 Chapter 6: Getting help and contacting Dell................78 Contents...

  • Page 6: 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 7: 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 8: Esd Field Service Kit

    Always place parts in your hand, on the ESD mat, in the system, or inside an anti-static bag. ● 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. Working inside your computer...

  • Page 9: 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.

  • Page 10: 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 #1 ● Phillips screwdriver #2 ●...

  • Page 11: Major Components Of Xps 8960

    System board Chassis #6-32 Major components of XPS 8960 The following image shows the major components of XPS 8960. NOTE: Depending on the configuration ordered, some components may or may not be present in your computer. Removing and installing components...
  • Page 12 1. Left-side cover 2. Hard-drive cage 3. Hard drive 4. Graphics card 5. Graphic-card middle holder 6. Power button and power-button bracket 7. System board 8. Chassis 9. Front I/O-bracket 10. Front cover 11. Antenna module (1) 12. Antenna module (2) Removing and installing components...

  • Page 13: Left-Side Cover

    13. Power-supply unit 14. Power-supply cage 15. Memory module 16. Solid-state drive 17. Wireless card 18. Voltage-regulator heat sink 19. Fan and heat-sink assembly 20. Front-chassis fan Left-side cover Removing the left-side cover Prerequisites 1. Follow the procedure in Before working inside your computer.

  • Page 14: Installing The Left-Side Cover

    Steps 1. Loosen the captive screw that secures the left-side cover latch to the chassis. 2. Pull on the left-side cover latch to release the left-side cover from the chassis. 3. Holding the left-side cover firmly on both sides, remove and lift the left-side cover from the chassis. Installing the left-side cover Prerequisites If you are replacing a component, remove the existing component before performing the installation process.

  • Page 15: Front Cover

    Steps 1. Holding the left-side cover firmly on both sides, slide the bottom edge of the left-side cover into the chassis and push the left-side cover into place. 2. Tighten the captive screw that secures the left-side cover latch to the chassis. Next steps 1.

  • Page 16: Installing The Front Cover

    About this task The following image(s) indicate the location of the front cover and provides a visual representation of the removal procedure. Steps 1. Gently pry and release the front-cover tabs from the top, working down sequentially to the bottom-left tab. 2.

  • Page 17: Power Button

    Steps 1. Insert the right-side front-cover tabs into the corresponding slots on the chassis. 2. Push the left-side of the front cover towards the chassis, snapping the slots into position. Next steps 1. Install the left-side cover. 2. Follow the procedure in After working inside your computer.
  • Page 18 Steps 1. Place the computer on its side with the left side facing up. 2. Disconnect the power-button cable from the system board. 3. Remove the screw (#6-32) that secures the power-button bracket to the chassis. 4. Remove the power button and its bracket from the slot on the chassis and thread the power-button cable through the slot on the chassis.

  • Page 19: Installing The Power Button

    Installing the power button Prerequisites If you are replacing a component, remove the existing component before performing the installation process. About this task The following image(s) indicate the location of the power button and provides a visual representation of the installation procedure.

  • Page 20: 3.5-Inch Hard Drive

    2. Press down on the securing tabs to push the power button into the slot on the power-button bracket. 3. Thread the power-button cable through the slot on the chassis. 4. Insert the top tabs on the power-button bracket into the slot in the chassis, then align the screw hole on the bracket with the screw hole on the chassis.

  • Page 21: Installing The 3.5-Inch Hard Drive

    Steps 1. Place the computer on its side with the left side facing up. 2. Disconnect the hard-drive data and power cables from the 3.5-inch hard drive. 3. Press the release tabs on the hard-drive carrier and slide the hard-drive carrier out of the hard-drive cage. 4.
  • Page 22 The following image(s) indicate the location of the 3.5-inch hard drive and provides a visual representation of the installation procedure. Steps 1. Noting the orientation of the hard drive and carrier in the image, place the 3.5-inch hard drive into the hard-drive carrier. 2.

  • Page 23: Graphics Card

    Graphics card Removing the graphics card Prerequisites 1. Follow the procedure in Before working inside your computer. 2. Remove the left-side cover. About this task NOTE: Depending on the configuration ordered, your computer may not have a discrete graphics card installed. The following image(s) indicate the location of the graphics card and provides a visual representation of the removal procedure.
  • Page 24 Steps 1. Place the computer on its side with the left side facing up. 2. Press and hold the securing clip on the graphics card power cable, then pull the connector off the graphics card. 3. Slide and hold the locking mechanism on the graphics card support bracket, then pull it off the retaining rails on the chassis. NOTE: The size and location of the graphic-card middle holder may vary depending on the graphics card configuration on your computer.

  • Page 25: Installing The Graphics Card

    Installing the graphics card Prerequisites If you are replacing a component, remove the existing component before performing the installation process. About this task The following image(s) indicate the location of the graphics card and provides a visual representation of the installation procedure.

  • Page 26: Memory Modules

    2. Using the alignment post on the PCIe slot, insert the card into the slot on the system board, and press down firmly. Ensure that the card is firmly seated. 3. Close the PCIe door. 4. Insert the graphics-card support bracket onto the retaining rails. NOTE: The size and location of the graphic-card middle holder may vary depending on the graphics card configuration on your computer.

  • Page 27: Installing The Memory Modules

    CAUTION: To prevent damage to the memory module, hold the memory module by the edges. Do not touch the components on the memory module. NOTE: Repeat step 2 to step 3 to remove any other memory modules installed in your computer. NOTE: Note the slot and the orientation of the memory module in order to replace it in the correct slot.

  • Page 28: Solid-State Drive

    NOTE: To achieve dual-channel support when installing two memory modules of the same capacity, install the memory modules in DIMM 1 and 2 or DIMM 3 and 4. 4. Place the computer in an upright position. Next steps 1. Install the left-side cover.

  • Page 29: Installing The 2230 Solid-State Drive

    Installing the 2230 solid-state drive Prerequisites If you are replacing a component, remove the existing component before performing the installation process. About this task NOTE: You may install up to two M.2 2230/2280 solid-state drives into the two M.2 solid-state drive slots on the system board.

  • Page 30: Installing The 2280 Solid-State Drive

    The following image(s) indicate the location of the 2280 solid-state drive and provides a visual representation of the removal procedure. Steps 1. Place the computer on its side with the left side facing up. 2. Remove the screw (M2x3) that secures the 2280 solid-state drive to the system board. 3.

  • Page 31: Removing And Installing The M.2 Screw Mount

    Steps 1. Align the notch on the 2280 solid-state drive with the tab on the M.2 card slot on the system board. 2. Slide the 2280 solid-state drive into the M.2 card slot on the system board. 3. Replace the screw (M2x3) that secures the 2280 solid-state drive to the system board. 4.

  • Page 32: Wireless Card

    Wireless card Removing the wireless card Prerequisites 1. Follow the procedure in Before working inside your computer. 2. Remove the left-side cover. About this task The following image(s) indicate the location of the wireless card and provides a visual representation of the removal procedure. Removing and installing components...

  • Page 33: Installing The Wireless Card

    Steps 1. Place the computer on its side with the left side facing up. 2. Remove the screw (M2x3) that secures the wireless card to the system board. 3. Slide and lift the wireless-card bracket off the wireless card. 4. Disconnect the antenna cables from the wireless card. 5.

  • Page 34: Coin-Cell Battery

    Table 2. Antenna-cable color scheme Connectors on the Antenna-cable color Silkscreen marking wireless card Auxiliary Black ▲ (black triangle) 2. Slide and place the wireless-card bracket on the wireless card. 3. Align the notch on the wireless card with the tab on the wireless-card slot. 4.

  • Page 35: Installing The Coin-Cell Battery

    2. Push the coin-cell battery-release lever on the coin-cell battery socket to release the coin-cell battery out of the socket. 3. Remove the coin-cell battery. Installing the coin-cell battery Prerequisites If you are replacing a component, remove the existing component before performing the installation process. About this task The following image(s) indicate the location of the coin-cell battery and provides a visual representation of the installation procedure.

  • Page 36: Installing The Front-Chassis Fan

    About this task The following image(s) indicate the location of the front-chassis fan and provides a visual representation of the removal procedure. Steps 1. Place the computer on its side with the left side facing up. 2. Remove the screw (M3x5) that secures the front-chassis fan to the chassis. 3.

  • Page 37: Power-Supply Unit

    Steps 1. Slide the tabs on the front-chassis fan into the slots on the chassis and rotate the rear-chassis fan inwards. 2. Press the front-chassis fan against the chassis to snap the chassis fan in place. 3. Connect the front-chassis fan cable to the system board. 4.
  • Page 38 Removing and installing components...

  • Page 39: Installing The Power-Supply Unit

    Steps 1. Place the computer on its side with the left side facing up. 2. Press down on the securing clip to disconnect the graphics-card power cables from the graphics card. 3. Disconnect the graphics-card power cables from the power-supply unit. 4.
  • Page 40 About this task The following image(s) indicate the location of the power-supply unit and provides a visual representation of the installation procedure. Removing and installing components...
  • Page 41 Steps 1. Place and align the screw holes on the power-supply unit to the screw holes on the chassis. 2. Replace the four screws (#6-32) that secure the power-supply unit to the chassis. 3. Place and align the screw holes on the power-supply cage to the screw holes on the chassis. 4.

  • Page 42: Processor Fan And Heat-Sink Assembly

    Processor fan and heat-sink assembly Removing the processor fan and heat-sink assembly (65 W, air cooling) Prerequisites 1. Follow the procedure in Before working inside your computer. 2. Remove the left-side cover. About this task NOTE: The heat sink may become hot during normal operation. Allow sufficient time for the heat sink to cool before you touch it.
  • Page 43 Steps 1. Place the computer on its side with the left side facing up. 2. In sequential order (1>2>3>4), loosen the four captive screws that secure the processor fan and heat sink assembly to the system board. 3. Disconnect the processor-fan cable from the system board. 4.

  • Page 44: Installing The Processor Fan And Heat-Sink Assembly (65 W, Air Cooling)

    Installing the processor fan and heat-sink assembly (65 W, air cooling) Prerequisites If you are replacing a component, remove the existing component before performing the installation process. About this task NOTE: If either the processor or the fan and heat-sink assembly is replaced, use the thermal grease provided in the kit to ensure that thermal conductivity is achieved.
  • Page 45 Steps 1. Thread the alignment posts on the chassis through the rubber grommets on the back-chassis fan. 2. Connect the back-chassis fan cable to the system board. 3. Place the processor fan and heat-sink assembly on the system board and align the captive screws to the screw holes on the system board.

  • Page 46: Removing The Processor Fan And Heat-Sink Assembly (125 W, Air Cooling)

    Removing the processor fan and heat-sink assembly (125 W, air cooling) Prerequisites 1. Follow the procedure in Before working inside your computer. 2. Remove the left-side cover. About this task NOTE: The heat sink may become hot during normal operation. Allow sufficient time for the heat sink to cool before you touch it.
  • Page 47 Steps 1. Place the computer on its side with the left side facing up. 2. Disconnect the processor fan and heat-sink assembly fan cable from the system board. 3. In sequential order(1>2>3>4), loosen the four captive screws that secure the heat sink to the system board. Removing and installing components...

  • Page 48: Installing The Processor Fan And Heat-Sink Assembly (125 W, Air Cooling)

    4. Lift the processor fan and heat-sink assembly from the system board. 5. Disconnect the back-chassis fan cable from the system board. 6. Remove the screw (M3x5) that secures the back-chassis fan to the chassis. 7. Slide and lift the back-chassis fan off the chassis. Installing the processor fan and heat-sink assembly (125 W, air cooling) Prerequisites...

  • Page 49: Removing The Processor Fan And Heat-Sink Assembly (125 W, Liquid Cooler)

    Steps 1. Thread the alignment posts on the chassis through the rubber grommets on the back-chassis fan. 2. Align the screw hole on the back-chassis fan to the screw hole on the chassis. 3. Replace the screw (M3x5) that secures the back-chassis fan to the chassis. 4.
  • Page 50 About this task NOTE: The heat sink may become hot during normal operation. Allow sufficient time for the heat sink to cool before you touch it. NOTE: For maximum cooling of the processor, do not touch the heat transfer areas on the heat sink. The oils in your skin can reduce the heat transfer capability of the thermal grease.

  • Page 51: Installing The Processor Fan And Heat-Sink Assembly (125 W, Liquid Cooler)

    Installing the processor fan and heat-sink assembly (125 W, liquid cooler) Prerequisites If you are replacing a component, remove the existing component before performing the installation process. About this task NOTE: If either the processor or the fan and heat-sink assembly is replaced, use the thermal grease provided in the kit to ensure that thermal conductivity is achieved.

  • Page 52: Voltage-Regulator Heat Sink

    3. Thread the alignment posts on the chassis through the rubber grommets on the radiator fan. 4. Align the screw hole on the radiator fan to the screw hole on the chassis. 5. Replace the screw (M3x5) that secures the radiator fan to the chassis. 6.

  • Page 53: Installing The Voltage-Regulator Heat Sink

    Steps 1. Place the computer on its side with the left side facing up. 2. Remove the four captive screws that secure the voltage-regulator heat sink to the system board. 3. Lift the voltage-regulator heat sink off the system board. Installing the voltage-regulator heat sink Prerequisites If you are replacing a component, remove the existing component before performing the installation process.

  • Page 54: Processor

    Processor Removing the processor Prerequisites 1. Follow the procedure in Before working inside your computer. 2. Remove the left-side cover. 3. Remove the fan and heat-sink assembly (65 W) or the fan and heat-sink assembly (125 W), whichever applicable. About this task The following image(s) indicate the location of the processor and provides a visual representation of the removal procedure.

  • Page 55: System Board

    Steps 1. Ensure that the release lever on the processor socket is fully extended in the open position. NOTE: The pin-1 corner of the processor has a triangle that aligns with the triangle on the pin-1 corner on the processor socket.
  • Page 56 About this task The following image indicates the slots and connectors on your system board. 1. Processor socket 2. U-DIMM slots From the left (a>b>c>d): a. DIMM 1 b. DIMM 2 3. SATA power cable 4. M.2 2230/2280 solid-state drive slot 5.
  • Page 57 Removing and installing components...
  • Page 58 Steps 1. Remove the screw (#6-32) that secures the front I/O-bracket to the chassis. 2. Rotate and remove the front I/O-bracket from the chassis. 3. Disconnect all the cables that are connected to the system board. 4. Remove the nine screws (#6-32) that secure the system board to the chassis. 5.

  • Page 59: Installing The System Board

    Installing the system board Prerequisites If you are replacing a component, remove the existing component before performing the installation process. About this task The following image indicates the slots and connectors on your system board. 1. Processor socket 2. U-DIMM slots From the left (a>b>c>d): a.
  • Page 60 20. Processor-power cables The following image(s) indicate the location of the system board and provides a visual representation of the installation procedure. Removing and installing components...
  • Page 61 Steps 1. Slide the back I/O-ports on the system board into the front I/O-slots on the chassis and align the screw holes on the system board with the screw holes on the chassis. 2. Replace the nine screws (#6-32) that secure the system board to the chassis. 3.
  • Page 62 2. Install the fan and heat-sink assembly (65 W) or the fan and heat-sink assembly (125 W), whichever applicable. 3. Install the voltage-regulator heat sink, if applicable. 4. Install the coin-cell battery. 5. Install the wireless card. 6. Install the graphics card, if applicable.

  • Page 63: 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 64: Chapter 4: System Setup

    Boot Sequence allows you to bypass the System Setup–defined boot device order and boot directly to a specific device (for example: optical drive or hard drive). During the Power-on Self Test (POST), when the Dell logo appears, you can: ● Access System Setup by pressing F2 key...

  • Page 65: One Time Boot Menu

    Displays the current date in mm/dd/yy format. BIOS Version Displays the BIOS version number. Product Name Displays the product name. Default: XPS 8960 Service Tag Displays the service tag of your computer. Asset Tag Displays the asset tag of your computer.
  • Page 66 Table 4. System setup options—Main menu (continued) Main First HDD Allows you to configure the first HDD. M.2 PCIe SSD-0 Enables or disables the M.2 PCIe SSD-0. System Memory Displays the total computer memory installed. Memory Speed Displays the memory speed. Table 5.
  • Page 67 Table 5. System setup options—Advanced menu (continued) Advanced IPv6 HTTP Support Allows you to enable or disable IPv6 HTTP Support. Default: Disabled USB Configuration Front USB Ports Allows you to enable or disable the Front USB ports. Default: Enabled Rear USB Ports Allows you to enable or disable the Rear USB ports.
  • Page 68 BIOS Auto-Recovery is not possible from other media. Default: Disabled SupportAssist System Resolution Controls the automatic boot flow for SupportAssist System Resolution Console and for Dell operating system Recovery tool. Default: 2 Auto OS Recovery Threshold Allows you to configure the Auto OS Recovery Threshold.
  • Page 69 Table 6. System setup options—Security menu (continued) Security Default: Not Set System Password Status Displays whether the system password is set. Default: Not Set Service Tag Creates a system Service Tag that can be used by an IT administrator to uniquely identify a particular system. Once set in BIOS, the Service Tag cannot be changed.
  • Page 70 Table 6. System setup options—Security menu (continued) Security Default: Deployed Mode Expert Key Management Custom Mode Allows you to enable or disable Custom Mode. When enabled, it allows the PK, KEK, db, and dbx security key databases to be modified. Default: Disabled Enable Microsoft UEFI CA Allows you to enable or disable Microsoft UEFI CA.

  • Page 71: System And Setup Password

    System and setup password Table 9. System and setup password Password type Description System password Password that you must enter to log in to your system. Setup password Password that you must enter to access and make changes to the BIOS settings of your computer. You can create a system password and a setup password to secure your computer.

  • Page 72: Real Time Clock (Rtc) Reset

    Depending on how the computer is configured, you may see LED indications during the period the power button is held and after it is released. Once the reset is complete, the computer restarts and the Dell logo appears indicates reset success.

  • Page 73: Clearing Bios (System Setup) And System Passwords

    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 74: 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 75: Chapter 5: Troubleshooting

    Locate the Service Tag or Express Service Code of your Dell computer Your Dell computer is uniquely identified by a Service Tag or Express Service Code. To view relevant support resources for your Dell computer, we recommend entering the Service Tag or Express Service Code at www.dell.com/support.

  • Page 76: Recovering The Operating System

    It enables you to diagnose hardware issues, repair your computer, back up your files, or restore your computer to its factory state. 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.

  • Page 77: Wifi Power Cycle

    3. Press and hold the power button for 20 seconds to drain the flea power. 4. Connect the power adapter to your computer. 5. Turn on your computer. NOTE: For more information about performing a hard reset, see the knowledge base article 000130881 www.dell.com/support. Troubleshooting...
  • Page 78 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 11. Self-help resources Self-help resources Resource location Information about Dell products and services www.dell.com My Dell app...

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