hrekrahr
1 Nickel

Dell XPS 13 9360 - random reboots

I purchased a XPS 13 9360 on 27/11/2017 from Dell UK and received the delivery a day later on 28/11/2017. Since then, the laptop has randomly restarted several times, taking me to the recovery screen with the message 'it looks like Windows didn't load correctly'. At first, I thought it would go away when I updated to BIOS 2.3.1 and latest drivers, but it didn't. Then I opted to reset Windows 10, but today I suffered the issue again.

Does anybody know how to fix this? I have lost important work due to the random reboots.

72 Replies
hrekrahr
1 Nickel

RE: Dell XPS 13 9360 - random reboots

Just to add to the opening post - I have noticed in the BIOS events log that the reboots coincide with ASF2 force offs.

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ieee488
5 Rhenium

RE: Dell XPS 13 9360 - random reboots

Return ASAP for a refund. You don't want to end up with a lemon.

I expect a brand new laptop to work flawlessly.

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hrekrahr
1 Nickel

RE: Dell XPS 13 9360 - random reboots

Thanks for the advice. I am not sure whether I should ask for a replacement because I am worried Dell might send me back an even worse model. I seem to have escaped some of the more notorious issues that people have to deal with on this laptop.

Or did you mean just ask for a refund and be done with Dell? Well, I quite like the laptop besides the random reboots. I still have another 10 days or so to return, and I hope Dell will be able to solve this issue to my satisfaction. If not, I will do as you say and just get a refund.

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Highlighted
JolanDeNef
1 Copper

RE: Dell XPS 13 9360 - random reboots

I'm having the same problem, updating drivers is not helping. But happy I'm not the only one, it would seem like a driver problem that perhaps is not fixed yet. Hopefully they will soon.

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LSUFAN51
4 Ruthenium

RE: Dell XPS 13 9360 - random reboots

I'm assuming you updated the Chipset and Video drivers in correct order or one by one.....

How to reinstall drivers in the correct order | Dell US

Also, I am assuming the system has the latest drivers / firmware from Microsoft windows updates...

The latest windows update should be the Windows 10 Fall Creators Update.

Microsoft Windows Update

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LSUFAN51
4 Ruthenium

RE: Dell XPS 13 9360 - random reboots

Please check and see if any windows update has failed. A failed windows update most likely will cause the system to keep restarting. Type Settings onto [Cortana] search box, click Windows & Update, and then select View Installed Update History.

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Careeo
1 Copper

RE: Dell XPS 13 9360 - random reboots

Yeah this must be the problem with my XPS 13. The laptop will reboot when the installation of the Fall Creators Update is finished. After the reboot you'll see that the update wasn't able to install and starts all over again. How should I solve this?

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josephst18
1 Copper

RE: Dell XPS 13 9360 - random reboots

I have the same issue (XPS 9360, 8th gen Intel). Posted about it on Reddit as well (www.reddit.com/.../) and was told that downgrading to the 2.1.0 BIOS would help. Seems several other people have the same issue. So far, so good; however, I've just been on the older BIOS for a day and the reboots only happened every few days so probably too early to know if it's fixed the problem.

To Dell: can we expect a fix for these problems (ASF2 loss of power) in a later BIOS?

josephst18
1 Copper

RE: Dell XPS 13 9360 - random reboots

I'm having the same problem with ASF2 power off. Looks like others are as well (www.reddit.com/.../). Right now I've downgraded to the oldest BIOS version available and am hoping that fixes things. The reboots are infrequent and hard to reproduce so I'm just using the laptop normally for a few days to see if things are working. If not, it'll be time for a return.

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