New Inspiron 3505 stalling

Question

I've recently gotten my brand new Inspiron 3505 (Ryzen TM 3 3250U, 8GB RAM, 256GB NVMe SSD).

I am seeing frequent stalls - it freezes so only the mouse cursor moves (and sometimes it too doesn't move). I cannot switch between windows, cannot do anything on it except for moving the mouse.

The event viewer was reporting some power events (from support assist) prior to these freezes.

So far dell support have run some cleanups and have suggested I reinstall the OS to factory defaults (the cleanups did nothing and I am currently in the process of backing up before reinstalling the OS as per their direction).

Has anyone else seen this behavior? Any ideas on what the next steps could be if the OS reinstall doesn't work?

I am very disappointed with this purchase and if this doesn't work, how would I go about returning it for a refund?

Thanks!

ejn63 · Answer

If the reload doesn't help, bear in mind you have 30 days from shipment to return the system.   You must contact customer service to arrange that.

AdrianG001 · Answer

Freezing issues can be difficult to troubleshoot and diagnose.  Please try running a systems diagnostics by pressing F12 at startup or by running Dell Support Assist.  Make a note of any error messages and contact tech support for further troubleshooting and possible resolution.

XPS_Man · Answer

Any ideas on what the next steps could be if the OS reinstall doesn't work? 'If OS reinstall, doesn't work ,you are already with technical support. The issue will be considered a hardware issue and Dell support would offer a part replacement service.     how would I go about returning it for a refund? :' If the machine is less than 30 days old than you can opt for return or refund by contacting customer Care. If the machine is more than 30 days old you will have to let dell repair their hardware.

ocoster · Answer

So, I've followed the OS re-installation process as advised by Dell technical support and the issue just happened again. Any ideas anyone?

XPS_Man · Answer

Its up to technical support's discretion.

Problem can be with either SSD(most likely) , Motherboard and RAM

As everything is done, you should demand an onsite technician (assuming you have an onsite warranty)

Inspiron

New Inspiron 3505 stalling

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