m15 R4, crashing repeatedly, might be due to Windows?

Question

Hi.

I have a new m15 R4 that I got about 10 weeks ago.

I've had to reset the laptop/reinstall windows 3 times now because of crashing and I think it might be happening when Windows is trying to update. But not sure. And each time I have to reset it takes a long time because I can't always get into the laptop on the first instance and have to mess around trying to get back in.

I thought it might be a driver prob but I haven't really installed any new drivers other than the latest NVIDIA for the 3080 and whatever drivers Support Assist install. But the last time a driver was installed was the last time I reset 3 weeks ago and it still crashed again today.

I thought maybe it could be an external monitor prob but I'm using a Dell external monitor (although it's a year or two old) - it's plugged into the HDMI port. Wasn't sure if it's better off being plugged into the mini display port.

But yeah, this is a bit annoying and seems to be happening on the weekends when I want to use my laptop most and have some time.

Dell have been good in responding to my queries online and have been getting back to me pretty quick when I have a problem. Although, I usually end up working things out myself.

But I was just wondering at what point does this become a problem where I can ask that my laptop can be looked at? To reset my laptop every 3-4 weeks is a bit annoying, especially if it continues happening.

Thanks.

DELL-Cares · Answer

We request you to check the reliability history and the event viewer to see if any errors shows up on the operating system

Also, we request you to run a basic hardware test. Please use the link below to run the test and share the results with us.

http://del.ly/6601JMMw5

A51-06 · Answer

Hi I saw your post and I feel bad for you.

Please try these steps that worked for me?

Defragment the Main OS drive by typing Defrag into the search bar and running it.

Run Disk Cleanup and delete all the unnecessary files that are taking up space.

Run sfc /scannow in CMD as an Admin.

Also download MalawareBytes Premium trial for free from their official website and scan your PC for any Hidden files that are causing these issues.(You can always delete it afterwards).

Make sure to download all the latest Drivers from Dell.com/support for Your Product specifically so dont download anything that isn't for example for a M17 R3 on a M15 R5.

Go to settings and disable all background apps by typing background apps in the search bar. (Dont worry this doesn't hurt your files and it actually lessens ram usage.)

Disable Delivery Optimisation as it uses other PC's in your Network to download files quicker. (I dont recommend using it as I've actually gotten a Virus from one of the files I've downloaded using delivery optimisation.

Run the ePSA self test to see if all your hardware works great and that should be it.

AWX17 · Answer

What do you mean get back in?...just hit F2 on startup (or is it F12).

So, each re-image you complete/factory image reset.....I would start with keeping the system standard, with no mod's. Only use driver's and firmware from Dell's site. As with Microsoft.

Other users have had issues NOT using Dell's video drivers, etc.....rather they went to the manufacturer's website. Don't.

Try running Windows update and Dell updates repeatedly and TRY and make it fail.

AWX17 · Answer

Re-image the OS partition with the original image from Dell. It is on a separate partition. Don't just re-install Windows, it doesn't include all the Dell software/drivers/firmware from the factory.
1) Get all Dell upgrades from Dell's site directly (not Support-Assist), let the Dell website decide which to install first.
2) Get all Intel Chipset updates from the Intel website (Intel's Support-Assist is auto-detecting).
3) Get all MS updates.
4) Uninstall AWCC and re-install AWCC.
Try and keep everything a stock-standard as possible.
Once the machine stabilizes...only make changes one at a time. Easier to diagnose.

M15 R4 - Factory Re-Image.....ask Tech Support or Knowledge Base where the menu is. Many machines, it's F8 on start-up. Perhaps someone here knows. It could be F2 or F12.

jmgold · Answer

HI. Thanks for everyones replies. I managed to get my laptop up and running again last weekend but it just crashed again this morning and i'm going to have to reinstall windows again, etc. I appreciate all the advice - I'm not really doing anything out of the ordinary with the laptop.. The only external driver that is being used is Nvidias. Everything else is from Dell Support Assist or Windows when it does updates. It is super frustrating at this point.

jmgold · Answer

Thanks for the advice. One thing I. haven't worked out - where is the error log when Windows has a blue screen crash with unexpected kernel mode trap or system exception error?

U2CAMEB4ME · Answer

Welcome to the Dell Community @jmgold  What model SSD do you have installed??? Best regards, U2 NOTE: Do not attempt to 'Defrag' any SSD.

AWX17 · Answer

This is Dell's instructions to complete a factory restoration of the OS.How to restore the Dell factory image with Dell Backup and Recovery | Dell Canada how to restore dell laptop to factory - Bing

U2CAMEB4ME · Answer

@jmgold

Since you have no idea what the model is, I would suspect you have not updated the firmware for the SSD yet.

If not then find the model number and see if any update can resolve your problem.

https://www.dell.com/support/home/en-us/product-support/product/alienware-m15-r4-laptop/drivers

Fixes include:

System stops responding, system does not reboot, solid-state drive compatibility and others.

Regards,

U2

jmgold · Answer

Hi. The SSD is the SSD that comes with the R4. Not sure the specs but it's just whatever Dell puts in the device. And as an update the laptop had crashed this morning and then randomly after trying to restart itself a half dozen times and without me doing anything, .it ended up getting back to a restore point and the Windows startup screen.

So I went back to using it - I'm not doing anything too intensive - I've just been using Unity and Visual Studio today - and it just crashed again. And now it's pretty much on a continuous loop trying to restart itself without luck and then the laptop just turned itself off. So I turned it on again and it's just looping through the blue screens trying to startup. It's pretty annoying.

I did have a question about the Dell external monitor - I think mine is 6-12 months old and the monitor has an express number itself at the back. Is there a way to check if the monitor is compatible with the laptop?

And I just wasn't sure how external monitors work together with the graphics cards and if that's ever an issue. I'm using Unity at the moment but I also use other modelling, vfx software like Houdini - the laptop itself has a rtx 3080...but when you're using a program like Houdini and going between the laptop screen and the external monitor screen, is that ok?

jmgold · Answer

All the drivers are up to date. I'm currently reseting the laptop which is a bit annoying because Dell support assist takes forever to reset because it needs to back up the data first - there is the option of doing a reset through the Windows environment but that asks for a password - which I changed recently but it won't accept it.

In any case - I was wondering if people who have an external monitor do you have that plugged into HDMI or minidisplay port and if that matters for 3D modelling, visual effects software?

Thanks

A51-06 · Answer

It doesn’t really matter as long as the monitor is calibrated properly and the settings are good like:

Dynamic Range 235-255
Bit Depth 10-12Bit depending on what the monitor accepts.

Also Color Range should be either RGB or YCbBr 4.4.4 for maximum color.

HDMI or DisplayPort doesn’t really matter.

jmgold · Answer

Hi. Thanks,

As an update the laptop has continued to crash repeatedly over the last 24 hours. Once it let me boot into safe mode and when I hit restart it crashed.. After many emails communicating with Dell - who have been good in responding quickly - we decided to reinstall Windows..

I downloaded a system image onto a USB and started the install process with Windows booting off the usb - and followed the steps including deleting the partitions. The laptop crashed three times during the install process and then on the fourth time Windows did get installed and it took me through the Cortana setup...and then after about five minutes it crashed again.

I don't really know where to go from here. The laptop passes the support assists tests, incl the extended tests and i've followed pretty much all the steps Dell have suggested. But it is kind of starting to feel like some kind of hardware issue if i've deleted all the partitions but it keeps crashing.

Any other suggestions would be great. And yeah, not sure at what point to request that Dell have a look at the machine themselves but at the moment I can't use it. Thanks

AWX17 · Answer

So, it's never worked properly? It makes a big difference.

jmgold · Answer

It's definitely worked for about 3 or 4 weeks without problem and then it started having problems and just kept crashing. But all the hardware tests passed on diagnostics. Today it wouldn't let Windows reinstall off a usb image and Dell has offered to send a technician out to look at the device which i'm grateful for.

Alienware

m15 R4, crashing repeatedly, might be due to Windows?

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