Problems installing Crucial SSD in Inspiron 13 5368

Such

from DELL
Thank you for contacting the Dell Support team.

We got the below update from the product team. Please be informed that the parts which is shipped along with the computer is working fine. Now the issue is with the third party cable.

This is not a DELL part and the original HDD is working fine with the original cable so basically, the cable and the MOBO are both working fine and finally.  We can't change anything part on our configuration if the 3rd party hardware was added. So our warranty is covering the original material only.

I do not have a "third party cable"

Now where do I stand re buying a machine that cannot be upgraded?

ChuckMountain

It sounds like they have confused third party cable with third party SSD (or any other disk for that matter), something may well have got confused along the way.  Unfortunately in support cases this sometimes happens.

When you say it does not appear in the bios, which bit is that?  Post a screen capture (via phone)

Without one of us coming to you and unfortunately I am at the other end of the country it is going to be hard to remotely diagnose.

Next best thing would be pictures.

Can you take a picture of the end of the SSD, the existing HDD, the connector you are plugging into.  Also take a picture with both drives plugged in situ ?

How old is the laptop and when did you buy it?

Such

The first 6 pictures are the SSD and installed Dell HD, with the connector.
The rest are from the Dell Vostro which works with the same Crucial SSD.

Dell have given up with their support as the laptop is working and I have returned the Crucial SSD, although I do have another one left.

Thanks for taking the time out to reply.

ChuckMountain

Thanks for the photos.

First observation is that the new SSD is only 7.5mm vs the older 9.5mm whilst that in itself isn't an issue it can cause some issues when fitting.  They may for example need a space to stop it rattling or align to the right place.

I don't think that should cause you any issues but need to double check it is mounted right way up to ensure no additional stress on the connector for example.

So the last two are the Vostro?

Is the other drive left also another Crucial one ?  Is it possible to try that and show a picture of that in place.  Possibly try it first to see if it recognising it.

Which bios page (photo?) shows it as empty\missing?

Such

I have tried the other drive and that does not work.
Re the Bios, in the "general" tab, there is SATA0 & SATA1 which shows "none".
When going into the actual HARD DRIVE settings it shows same as above.

I have given up for now and refitted the original HD as the laptop is in use and going away for a while!

Thanks

ChuckMountain

I know its a bit academic now but if the hard drive isn't showing either then what error message do you get when the laptop boots with the SSD.

It sounds like either secure boot or UEFI bios could be causing an issue...

Such

Error on boot "No hard drive installed"
I disabled secure boot, but no change.

dr_jon

Does the BIOS have an option to force the SATA channel to run at 3Gbps?