KristopherV
1 Copper

Inspiron 5675 - Random Lockups - looking for guidance

I recently purchased a Inspiron 5675 (A10-9700, 8GB, Radeon RX 560, 7200rpm 1TB drive).    I have been having random lockups (system freezes, mouse\keyboard unresponsive, after few seconds monitor blacks out.) Only option is to power off and power on system, at which point Windows recognizes a crash and attempts a repair.  I can perform or skip the repair and bring it back online.  Windows event logs only show the restart. No notable events leading to the lockup.  These are occurring anywhere between 3 and 12 hours apart, at random

Lockups have occurred: During windows updates, when the system is idle (day/night), while installing Steam client.

Things I have tried:  Full Factory reset, Updating Bios to 1.3.6, Installing Windows 10 Fall Creators Update and all patches, updating AMD Radeon Drivers. Verifying all other drivers are up to date. Verified that the USB Wake Option is enabled in Bios, Turned off system sleep in Windows10.

Online, and Pre-boot diagnostics all come back green.

I thought it may be heat as there are only 2 small 92mm fans (heatsink, rear case).  The system is in a well ventilated, cool location.  Temp logging shows cpu temps between 28c and 50c.  The last registered temp before the last lockup showed 32c.

Has anyone else had similar issues?  Am I missing a troubleshooting step?  Is it time to give up and call into support?

15 Replies
7- Thorium

RE: Inspiron 5675 - Random Lockups - looking for guidance

Have you reseated RAM modules, video card, cable connectors, etc in their slots?

Have you disabled Hibernation and USB Selective Suspend in the active Windows Power Plan?

Since you've tried a lot of things, and it's under warranty, it might be the time to call Tech Support...

Ron

   Forum Member since 2004
   I am not a Dell employee

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KristopherV
1 Copper

RE: Inspiron 5675 - Random Lockups - looking for guidance

I reseated the cables, jumpers, cards, ram, etc.  I have disabled USB Selective Suspend.  I'll give it another go and see if it still locks.  If so, looks like its a call to support.

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KristopherV
1 Copper

RE: Inspiron 5675 - Random Lockups - looking for guidance

No luck. Looks like its time for a call into support. Thanks for the suggestions.

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ieee488
5 Iridium

RE: Inspiron 5675 - Random Lockups - looking for guidance

If you are within the 30 day purchase period, I would be returning the unit for a full refund.

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emitesh
1 Copper

RE: Inspiron 5675 - Random Lockups - looking for guidance

Hi, did you ever find a solution to this issue? I have the exact same problem. 😞

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emitesh
1 Copper

RE: Inspiron 5675 - Random Lockups - looking for guidance

Hi, did you ever find a solution to this issue? I have the same problem. 😞

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KristopherV
1 Copper

RE: Inspiron 5675 - Random Lockups - looking for guidance

Tech support agreed something is wrong with the device. I have shipped it to the repair depot.  (10-14 day turnaround).

I'm unable to do an actual return\exchange as I purchased it early Nov, but didn't open until 12/24.  Lesson learned. Will open and test right away next time.

I'll post results once I have the device returned, along with Dell's official repair details.

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emitesh
1 Copper

RE: Inspiron 5675 - Random Lockups - looking for guidance

Thanks, they also asked me to ship it back. Waiting for the box to ship it back. I'll update you also on what happens.

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7- Thorium

RE: Inspiron 5675 - Random Lockups - looking for guidance

I pinged my Dell tech contact since there are now a couple of threads with this same issue.

Ron

   Forum Member since 2004
   I am not a Dell employee

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