XPS 13 (9350) error code 2000-1711 how to resolve?

Question

Hi,

I have an XPS 9350 that apparently had a heat related event while using on an airline. During the flight the power supply got so hot it could burn. The laptop itself never generated a warning, but when I shut the laptop down it would never reboot.

I sent the device into Dell who serviced the device by replacing the motherboard and reloading windows and returning to me. Upon return the device booted once, then shut down and would not reboot. After a lengthy back and forth I gave up on Dell support. Unfortunately the device is now out of warranty and I am stuck trying to fix this on my own.

The laptop will boot if I unplug the power supply, hold pwr/F12/D button for 30 seconds. The screen will illuminate and run through a series of shades (Red/green etc.) then shuts down. When I plug the laptop back in it will boot to a Dell bios diagnosis screen which claims the device has encountered a heat related event "Temperature trip" (error code 2000-1711).

I have gotten it to boot all the way to windows but then got a kmode_exception_not_handled error msg and BSOD.

I have run a PSA scan that came back with no errors.

Is there a temp sensor or device corresponding to this error that trips in these events and may need replacement or resetting? I would assume that when the MB was replaced this would have resolved this problem?
The battery sensor shows the battery as full and it keeps a charge. Could this be the battery?
Harddrive?
Lastly, is there a means to reset the temp sensor?

Not sure what to do, would appreciate any assistance as I don't want to toss a perfectly good machine.

Thanks for the help in advance.

ejn63 · Answer

Check to make sure whoever replaced the mainboard/CPU also applied thermal compound under the heatsink.  If that wasn't done, the system can overheat almost instantly.  If there is thermal compound under the heatsink, chances are the mainboard is toast.

hanmak17 · Answer

Interesting, so ran a diagnostic before tearing down the machine. Diagnostics came back fine. I did notice however that the CPU temp was 45c and fan speed was zero.

Upon tearing machine down, I found plenty of thermal compound, looks like one of those thermal strips which are really thick. Didn't find anything obstructing the fan and fan cable was attached to the MB.

I am still wondering if there is a trip sensor that needs resetting somewhere.

ejn63 · Answer

You can clear the CMOS settings by holding the power button with the battery and AC adapter disconnected.  Did the fan spin up and pass the test?

hanmak17 · Answer

I didn't hear the fan spin up, thus my reasoning for opening and tearing down. I will build it back up and retest. I will also clear the CMOS.

Out of curiosity, other then clearing the CMOS how do I clear the event logs? I want to make sure that any failure is a new event, to eliminate the worry that there is a temp trigger somewhere that needs resetting.

ejn63 · Answer

Clearing the CMOS should clear the event logs.  There may be a 'clear' setting in UEFI setup as well - on some models.

hanmak17 · Answer

Okay I am increasingly convinced the MB is toast. This implies that Dell did not replace the MB as they said they did, which really ticks me off.

Reset CMOS, plugged everything back in and attempted to restart machine. The power button led lights up as does the system led below the touchpad. The power button led stays lit for 10 seconds then switches of then back on again in similar pattern.

If I unplug and hold pwr/d button the laptop cycles through the screen colors.

Other then that no response, no post, no boot.

hanmak17 · Answer

any other thoughts anyone? wish I could figure out how to test and determine the root cause.

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XPS 13 (9350) error code 2000-1711 how to resolve?

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