Update: I found the below solution from the internet. The issue has not happened since I followed the below steps. Hopefully it is a permanent fix. Below the solution, I included a note/warning re: Dell's approach to support and my opinion of the entire experience. Again, I'm hoping there isn't any more issues but hopefully everything is taken as constructive.
Solution from other website (link). Specifically, I determined the device that kept waking up my laptop. There are other solutions offered on the page that is why I included the link.
If your computer keeps on waking up or booting up by itself, what you need to do is understand what triggered it. To find out what woke up your computer, you can run a few commands using the Command Prompt.
To do this:
Press Windows + X and choose Command Prompt (Admin) from the menu. This will allow you to open an elevated Command Prompt with administrator rights.
Type in the following command, then press Enter: powercfg –lastwake. This command will show you the last device that woke your computer up.
Next, type in this command, followed by Enter: powercfg –devicequery wake_armed. This command will show you a list of all the devices that can wake up your computer.
Exit the Command Prompt.
For mine it was my bluetooth mouse connected via USB dongle. I disabled the feature under Device Manager>Mice and Other Pointing Device>Power Management (tab)> unchecked Allow this device to wake the computer.
================
Feedback to Dell / Warning to others:
It was very difficult to find a way to get support for my brand new laptop.
After posting here the first Dell support rep was kind and courteous through the direct messaging. We tried one thing but as I mentioned in my post the issue doesn't happen all the time. Apparently, there's a rush to "close" tickets but "I could always" re-open.
Unfortunately, after a few days, the issue happened again and I reached out as instructed. The next rep (or reps, not sure how many) immediately suggested doing a complete restore of the OS. How is this troubleshooting? As I mentioned via direct message to Dell, the laptop is new, I only installed the updates as prompted by Windows Update and Dell's Support Assist app. If I had blindly followed instructions, I believe the issue would still reoccur as the same factory settings would remain.
TO DELL: Stop immediately suggesting people should re-install the OS without having done some basic troubleshooting first. Hopefully what I found on the internet did fix the issue. If not, I will definitely come back here and maybe eventually try doing the restore. As it stands the Dell rep who suggested this should be re-trained as it is evidence of "lazy support" which leads to terrible customer experience.
I'm Prashanth, one of the Supervisors at Dell Social Media Support. Vinod, brought this case to my attention. I've reviewed your journey with us and I apologize for the inconvenience you’ve experienced. I see that you are facing the same auto restart issue again and I request you to get back to us here once you are with the system so that we could continue working on this.
Meanwhile, we'll make sure to put in our best effort to turn around this experience for you and have your concerns addressed at the earliest
Thanks for your time and patience.
Best regards, Prashanth Supervisor Dell Social Media Team
I have responded to the private DM sent to me. I don't know why the same question was asked as all info is on the original post and the past DMs. I'm on vacation until the end of the week so responses will be delayed.
update: the "next option" is to reset or reinstall the OS. This is not identifying nor is fixing the issue. Latest Dell rep sending me DMs seems to be taking the easy way of replying with canned/generic instructions which is not true support. Very disappointed. Definitely ruining my vacation trying to deal with this.
I have received a private DM with "instructions" to do a system restore to "fix" the problematic "app". Not sure if the problem is understood by Dell at this point. The problem occured the next day of use after installing all required updates by Dell and MS.
AngeloG77
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6 Posts
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April 3rd, 2022 13:00
Update: I found the below solution from the internet. The issue has not happened since I followed the below steps. Hopefully it is a permanent fix. Below the solution, I included a note/warning re: Dell's approach to support and my opinion of the entire experience. Again, I'm hoping there isn't any more issues but hopefully everything is taken as constructive.
Solution from other website (link). Specifically, I determined the device that kept waking up my laptop. There are other solutions offered on the page that is why I included the link.
If your computer keeps on waking up or booting up by itself, what you need to do is understand what triggered it. To find out what woke up your computer, you can run a few commands using the Command Prompt.
To do this:
For mine it was my bluetooth mouse connected via USB dongle. I disabled the feature under Device Manager>Mice and Other Pointing Device>Power Management (tab)> unchecked Allow this device to wake the computer.
================
Feedback to Dell / Warning to others:
It was very difficult to find a way to get support for my brand new laptop.
After posting here the first Dell support rep was kind and courteous through the direct messaging. We tried one thing but as I mentioned in my post the issue doesn't happen all the time. Apparently, there's a rush to "close" tickets but "I could always" re-open.
Unfortunately, after a few days, the issue happened again and I reached out as instructed. The next rep (or reps, not sure how many) immediately suggested doing a complete restore of the OS. How is this troubleshooting? As I mentioned via direct message to Dell, the laptop is new, I only installed the updates as prompted by Windows Update and Dell's Support Assist app. If I had blindly followed instructions, I believe the issue would still reoccur as the same factory settings would remain.
TO DELL: Stop immediately suggesting people should re-install the OS without having done some basic troubleshooting first. Hopefully what I found on the internet did fix the issue. If not, I will definitely come back here and maybe eventually try doing the restore. As it stands the Dell rep who suggested this should be re-trained as it is evidence of "lazy support" which leads to terrible customer experience.
DELL-Jesse L
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17.9K Posts
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March 28th, 2022 10:00
AngeloG77
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March 28th, 2022 11:00
Unfortunately, no. I'm on vacation and was only able to dm the rep helping me to let her know the problem has reoccurred h
DELL-Cares
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27.5K Posts
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March 28th, 2022 18:00
Hi,
I'm Prashanth, one of the Supervisors at Dell Social Media Support. Vinod, brought this case to my attention. I've reviewed your journey with us and I apologize for the inconvenience you’ve experienced. I see that you are facing the same auto restart issue again and I request you to get back to us here once you are with the system so that we could continue working on this.
Meanwhile, we'll make sure to put in our best effort to turn around this experience for you and have your concerns addressed at the earliest
Thanks for your time and patience.
Best regards,
Prashanth
Supervisor
Dell Social Media Team
AngeloG77
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6 Posts
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March 28th, 2022 20:00
I have responded to the private DM sent to me. I don't know why the same question was asked as all info is on the original post and the past DMs. I'm on vacation until the end of the week so responses will be delayed.
AngeloG77
1 Rookie
•
6 Posts
0
March 28th, 2022 21:00
update: the "next option" is to reset or reinstall the OS. This is not identifying nor is fixing the issue. Latest Dell rep sending me DMs seems to be taking the easy way of replying with canned/generic instructions which is not true support. Very disappointed. Definitely ruining my vacation trying to deal with this.
AngeloG77
1 Rookie
•
6 Posts
0
March 28th, 2022 21:00
I have received a private DM with "instructions" to do a system restore to "fix" the problematic "app". Not sure if the problem is understood by Dell at this point. The problem occured the next day of use after installing all required updates by Dell and MS.