XPS 15 9550 Random Reboots

Bought a refurbished, with warranty, XPS 15 9550.

Updated Windows 10 and all drivers through SupportAssist app.

Laptop is connected, full-time, to a DisplayLink dock via USB 3.0. I've downloaded and installed the dock software too.

I'm getting random reboots. It's terribly irritating. Tried Dell Phone support but I can't understand the thick Indian accent on the other end.

What might I be missing??

-Mike

PS: Running a "checkup" now..will post a screenshot if any errors are recorded.

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24 Replies
Moderator
Moderator

RE: XPS 15 9550 Random Reboots

Hi Mike,

Does the system overheat? Does it restart automatically or does it crash with a bluescreen? Does this happen with or without connected to the dock?

What applications are you using when this occurs? Does it shutdown / hibernate fine? Does it resume from Auto / Manual sleep modes fine?

What is the current BIOS version? Try a force BIOS flash - http://dell.to/2h9shSO 

Disconnect the dock and try using the system and observe the behavior.

Restart and check in safe mode - http://bit.ly/1LHcO2c

Enable the built in admin account and check - http://bit.ly/1JoFhcw 

Restart the system and press f12 key on startup - choose diagnostics. Let it run the diags and if you encounter any errors - make a note of the complete error and report the same to us. These are onboard diagnostics and they might possible pick some error if the hardware is not functional. Also, run an extended / thorough tests on the HDD and memory to check for any possible errors. 

If the issue is unresolved, then restart the system and press f2 to enter BIOS - leave the system in BIOS with the adapter plugged in for as long as possible and check if the system restarts while in BIOS environment.

Also, please click my DELL-username and write me a private conversation with the service tag and your contact details(Name and Email) for case records.

Let us know if you have any other queries.

Thanks and Regards,
DELL-Rishi
Social Media and Communities Professional
#IWork4Dell
Dell Support Videos 
Drivers and Downloads

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RE: XPS 15 9550 Random Reboots

Thank you for responding. This *may* be resolved. I updated the NVIDIA drivers yesterday after I posted this and haven't had a reboot yet. My BIOS is 1.2.18 by the way. No BSOD just all screens go black and the laptop reboots.

Anyways, if I encounter further problems I'll come back here. Before I go: I use the laptop, full time, with the docking station so the lid is always closed. Any cooling problems with that? -Thanks

-Mike

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Moderator
Moderator

RE: XPS 15 9550 Random Reboots

Hi Mike,

Thank you for the update.

Glad to hear that the issue has not reoccurred again.

As long as the fan is functional and the dock itself does not overheat, I suppose there should not be any issues with the system connected.

Let us know if you have any other queries.

Thanks and Regards,
DELL-Rishi
Social Media and Communities Professional
#IWork4Dell
Dell Support Videos 
Drivers and Downloads

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RE: XPS 15 9550 Random Reboots

Well, I'm still getting restarts but far less frequent. Here is a screenshot from the SupportAssist app system history. Does it mean anything to you?

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Moderator
Moderator

RE: XPS 15 9550 Random Reboots

Hi Mike,

Thank you for the update.

The event specified here is WindowsUpdate as you see. 

Run all Windows Updates and check again. 

If the issue still persists, then we might need to isolate the update package that is causing this failure. That would be an exhaustive approach. I could provide the steps if required. It would be easier if you could perform a system restore to a functional point and that might help resolve the issue as well.

Let us know if you have any other queries.

Thanks and Regards,
DELL-Rishi
Social Media and Communities Professional
#IWork4Dell
Dell Support Videos 
Drivers and Downloads

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RE: XPS 15 9550 Random Reboots

I restored my laptop to Jan 11th (earliest restore point) and the wifi didn't work. I downloaded the driver, from a separate laptop, and when I tried to install it the installation failed. So I restored to Jan 15th. WiFi works now but I continue to have random, and frequent, blue screen problems. Below is a screenshot. Looking at Support Assist system history I have a lot of these "Live Kernal Events". What else can I do?? This problem makes my laptop almost useless. Can I perform a factory reset? If so, how do I do that? Any other suggestions?

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RE: XPS 15 9550 Random Reboots

By the way, I just installed the latest BISO: 1.2.19

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Moderator
Moderator

RE: XPS 15 9550 Random Reboots

Hi Mike,

Thank you for the update.

Download this application and send the screenshot once run, for us to review. Based on the exact error codes, we shall advise further course of action.

Let us know if you have any other queries.

Thanks and Regards,
DELL-Rishi
Social Media and Communities Professional
#IWork4Dell
Dell Support Videos 
Drivers and Downloads

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RE: XPS 15 9550 Random Reboots

It was recommended to me to follow this procedure:

www.dell.com/.../QNA42392

I did this yesterday and haven't had a problem since.

By the way, I already have the blue screen viewer installed. Thank you.

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