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Muzhyman
1 Copper

My brand new XPS 630i freezes randomly!

Hi guys, I'm fairly new here and in need of help.

                                             I just recently bought a xps 630i, just got it 2 days ago and right off the bat it would start freezing up. I can't move the mouse cursor, the caps and nums lock buttons don't even work on my keyboard and I have to hit the power button to bring it back up. It is very annoying. It just tends to happen randomly when I'm surfing the web, using a program etc. I contacted dell about the issue and they had me do all of the general procedures and even restore to factory settings but it's still hasn't gotten rid of the problem, any idea guys? It's a  Vista 64 bt, 8 gigs of ram, Intel core 2 Quad 9650 3.00GHz with a GeForce GTX 285 card. I would really appreciate some help. Thank you.

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311 Replies
Moderator
Moderator

Re: My brand new XPS 630i freezes randomly!

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Muzhyman
1 Copper

Re: My brand new XPS 630i freezes randomly!

hello Chris,

I just got off the phone with a dell representative and she had me run a dell diagnostics and it did pass, but it then asked me if i wanted to proceed with a much longer 30 minutes test, but she said it wasn't necessary. She is the second representative I've spoken to today, the first one said it might have been caused by a virus but I doubt it. I had to restore to factory settings earlier and a second time today. I noticed you replied to my message and as I was typing a reply it froze again! after just restoring to factory settings, so I had to get on my brothers computer to continue with the message. I am really frustrated and don't know what to do. I need it for school really bad. I appreciate your help. Thank you.

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RoHe
6 Thallium

Re: My brand new XPS 630i freezes randomly!

Sorry about the problem. If you're still within 21 days from the invoice date (not the date you received the system), ask Dell to replace it under the warranty. You shouldn't have to troubleshoot a  brand new system.  You need to act fast. Once the 21 days have passed, you'll have to work on this system.

 

Some times things get loose during shipping. If you're comfortable working inside the PC, power off and disconnect from the wall. Press/hold the power button for ~15 sec. Open the case and carefully re-seat the RAM modules and PCI cards in their slots.  Disconnect and reconnect the cables from the drives to motherboard, etc. Close the case and test it again with only mouse, monitor and keyboard connected..

 

If it continues to freeze after re-seating the components, reboot and press F8 before Windows starts to load. Select Safe Mode. If it works ok now, then you probably have a software issue and  you may need to reinstall a driver(s).  First, uninstall the video driver, reboot and reinstall a a fresh download of the driver from Dell's site.

 

Ron

Ron

   Forum Member since 2004
   I am not a Dell employee

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Muzhyman
1 Copper

Re: My brand new XPS 630i freezes randomly!

Hi ron,

            I just got off the phone with Dell and they agreed to exchange my computer for a brand new one. They said I should get it within 5-7 days. It kept freezing today and I just couldn't take it anymore. I also noticed today that after it's turned off, it makes a strange buzzing like sound that seems to be coming from the back where the power cord goes into. I'm not sure what it is. So if I get my new computer and it works fine for 21 days and later decides to break down, there is no way I could get a new one? and do they send a technician out? as long as you are under warranty? It's just a real pain being on the phone for hours going through the same procedures and nothing working. Thank you for your help and time Ron.

                                                                                                       

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RoHe
6 Thallium

Re: My brand new XPS 630i freezes randomly!

Not sure how Dell handles a second replacement. Usually it's a replacement within 21 days of the invoice date. So if the second one messes up, you'll be beyond 21 days from that date and II suspect you'll probably have to troubleshoot the replacement PC.  You may have a power supply issue if yu're hearing those kinds of sounds. Hopefullly, you won't need a 2nd replacement!

 

In order to get on-site support, you typically have to call (or chat) with tech support and go through their list of "do this, do that'".  If you do need to have parts replaced under warranty, they'll typically send someone out to do it, unless it's something simple like swapping RAM modules or maybe even swapping a hard drive. When motherboard on my system acted up under warranty, they sent a tech to replace it and it's worked perfectly (KNOCK ON  WOOD) for 5 years. emoticon.Yes.title

 

Good luck with the new system. Hopefully you won't have any further problems. emoticon.Wink.title

Ron

 

 

 

Ron

   Forum Member since 2004
   I am not a Dell employee

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Muzhyman
1 Copper

Re: My brand new XPS 630i freezes randomly!

I really hope my 2nd one works fine, *crosses fingers*. Thanks alot for all your responses, you've been really helpful, I appreciate ron.

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cheli3
1 Nickel

Re: My brand new XPS 630i freezes randomly!

Glad it's not just me!

I have a brand new xps 630i as well. Purchased in April 2009

This IS my 2nd one!!! 

My first one had a bad motherboard and video cards. It was replaced without any question which was great. Now this unit (2nd one) freezes randomly at anytime.

In fact it froze twice while reading this post..(Had to reboot each time!!). I've done ALL of the diagnostic tests recomended by the support rep and it passes.

I have also updated all of the hardware drivers to be current.

----------------------------------------

Here is my system.....

Quad Core Q9650 @ 3.00GHZ

8GB DDR2 SDRAM Memory

22" Ultrasharp

Dual ATI Radon HD 4850 w/ Crossfire X

2- 1TB SATA 3gb/s HDDs

Soundblaster X-Fi Xtreme gamer Sound Card

Killer NIC K1 Network Card

Windows Vista Home Prem 64-bit

----------------------------------------------------

This has become VERY frustrating. Your very lucky if yours freezes once a day as mine freezes all of the time! Sometimes 4-5 times as I'm reading my email.

Does anyone have a solution. This can't be just a vista thing as several of my co-workers have vista and don't have any problems at all!!!!

HELP!!!!!!!!!!!!!!!!!!!!!!!!!

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RoHe
6 Thallium

Re: My brand new XPS 630i freezes randomly!

I'll see if I can get a Moderator have somebody take a look at this issue since a number of you seem to have the same problem. 

KKIM84 said their 630i works right after an Image Restore, which suggests something the user is loading may be incompatible, either with the hardware or with Vista. What about for you guys? And have you tried Safe Mode? Do you have the latest BIOS update? If you're using "old" software, have you set Vista to use its XP Compatibility Mode for those applications?

FYI: KKIM apparently used astericks in their post to represent a bad word prohibited on DCF so the post was deleted.  People need to pay attention to the terms of service on these forums. emoticon.Wink.title

Ron

Ron

   Forum Member since 2004
   I am not a Dell employee

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cheli3
1 Nickel

Re: My brand new XPS 630i freezes randomly!

Thanks Ron emoticon.Smile.title

I'll await a reply.

Steve

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