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November 25th, 2020 21:00
Inspiron Dell 5585 Crashes In Standby
I have opened multiple Dell Warranty Support Tickets with my relatively new Inspiron 5585 computer, which is the least reliable computer I've used in decades. It frequently (not always) will crash in standby (or upon exiting Standby, no way to tell). There is no blue screen or error message, but you have to hold the power button to do a hard start, with all data lost each time.
Dell Support has kept me on the phone for hours at a time, but they do not seem to have a clue about diagnosing the problem or even validating it. They have sent a contractor with a heat sync and fan (!), and then a new main board. The issue persists.
I've seen another post on here that mentions CsEnabled in the registry settings. I created CsEnabled as a DWORD and set it to 0 in Computer\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Power. The issue persists. I've tried different power settings or advanced settings in Windows. The issue persists. There are no system logs in EventViewer that I can find useful. Whatever happens seems to happen while sleeping, so the last log recorded is entering sleep mode (sometimes it goes in/out of sleep a few times), followed by the system was not properly shut down when it restarts.
I need help. Dell Support has not been helpful, and now they want to toss another main board into the machine without even trying to understand what the actual problem is.
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jack32432434
9 Posts
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November 25th, 2020 21:00
Setting the BIOS Standby Setting "Force S3" results in the laptop crashing right away nearly every time it goes in sleep or standby. In other words, if you press the standby/power button, or select SLEEP from the Windows Start Menu, the computer goes dark with everything lost until you force a hard reboot by holding down power button.
All drivers have the most recent Dell Updates.
Windows Build 20H2. Windows 10 updates are current to November 2020.
Each time updates have been released, I've hoped they would fix the Dell 5585 problem. Nearly a year later and after hardware replacements, they have not fixed anything.
This would be a really nice machine, if it were reliable and did not routinely crash.
DELL-Cares
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November 25th, 2020 21:00
Hi,
Please allow me sometime to review the case and I'll get back to you.
jack32432434
9 Posts
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November 26th, 2020 22:00
Update: Dell support has been sending me several private messages to change BIOS settings (some settings in a video which do not exist on a Dell 5585 machine) and also more messages to watch youtube videos to change Windows power settings back from what Tech Support requested I changed months ago for previous tickets with this machine.
The latest crash also took out the wireless LAN adapter, which now Windows no longer recognizes.
This is a extremely frustrating customer experience with a Dell laptop. No resolution from Dell so far, but I'll keep trying. Perhaps newer Dell Inspirons are lemons and are not reliable enough for word processing, spreadsheets, and Internet use?
jack32432434
9 Posts
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November 27th, 2020 19:00
nyc10036
6 Operator
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5.6K Posts
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November 27th, 2020 20:00
standby?
All I see in Windows 10 are Sleep and Hibernation.
.
jack32432434
9 Posts
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December 30th, 2020 11:00
Update: I discovered on my own regression testing that the crashes and sleep issue is caused by the Qualcomm WLAN 12.0.0.948 version driver. The previous driver 12.0.0.916 does not cause crashes. Dell Support has been sending me many, many messages back and forth to do typical checks including check the battery is charged (it is) but with no resolutions to date. I have informed them of the relation to the 12.0.0.948 driver.
Meanwhile, Windows Update (per Event Viewer) continues to "upgrade" me back to the 12.0.0.948 with no warning until the system crashes again. I have attempted to stop Windows Update from doing this in settings:
Control Panel > System & Security > System > Advanced System Settings > Hardware > Device Installation Settings > "No (your device might not work as expected)."
However, Windows Updates disregards that setting and pushes the 12.0.0.948 update anyway.
Until Dell updates the .948 with a non-crashing or malicious version, does anyone know how to really stop the automatic driver pushes?
Meanwhile, I later found this Dell Community post that confirms someone else experienced the same issue with the WLAN 12.0.0.948 driver, although a slightly different Dell model:
https://www.dell.com/community/Inspiron/Wake-from-sleep-issues-caused-by-latest-Qualcomm-QCA9377-Wifi/td-p/7633909
jack32432434
9 Posts
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December 30th, 2020 11:00
I've seen Sleep and Standby used interchangeably. I will use "Sleep" to be consistent with Windows.
sommjo
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15 Posts
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May 16th, 2022 11:00
One and a half year later... and there are still issues related to Dell Inspiron and Qualcomm. On my side it's an Inspiron 5405, a Qualcomm QLA 61x4A and a crash during sleep (modern standby). Dell support checked the system but didn't find a solution (yet). My system is out of warranty - as they finally realize...