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crash after sleep/close lid

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My Dell 14z just one month old always crashes when I close the lid if 'close the lid' does Sleep in Power Mgt settings.

It always did this.

(have to hold down Power button to start, then it says 'Windows has recovered from an unexpected shutdown').

Fan is still going after shut the lid, seems not to be acutally shut down. 

When I changed the setting to Hibernate on close lid it does not crash. 

I can Suspend (is that the same as sleep?) using the Shutdown button on the Start menu.

model is Inspiron 14Z 5423
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2 Bronze

Re: crash after sleep/close lid

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after reinstalling the Wifi driver (same version as I had, 3/21/2012 ver 9.2.0.496), seems to be working ok so far.

Driver install hung till I did Remove, then install. 

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4 Tellurium

Re: crash after sleep/close lid

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Hi tomtul2,

I recommend you to perform the following troubleshooting steps:
1. Try updating system BIOS
Note: Before flashing the BIOS please check the following:-
- Battery should have 10% or greater charge
- Adapter should be connected
- No external devices should be connected
- All other programs should be closed and documents saved

- Click http://dell.to/PoTbpn to download the latest system BIOS
- Click on “Download File”
- Save the BIOS on your desktop
- Right click on it and select “Run as administrator”
- Follow the prompts on screen to install BIOS (System may produce beep sounds and may restart)
- Put the laptop in sleep mode and re-check results

2. Update Video card drivers
If the issue persists, try updating the video drivers. This laptop is built with a variety of video cards (ATI, NVIDIA, Intel). Please install the applicable device driver from 'drivers and downloads' section for your laptop in Dell Support website. You may find the following steps useful:
- Click http://dell.to/Qnizfs to access the 'Drivers and Download' section
- Enter the system's 'Service Tag' in the blank field
- Select the operating system installed in the laptop (from the drop down)
- Locate 'Video Category' in the list of 'Drivers' and Expand it
- Locate the appropriate 'Video Card' driver from the list and install it

If you want information on the 'video card' installed in the system, please check 'device manager'; you may find the following steps useful:
- Click 'Start' and click 'devmgmt.msc' (without quotations) in 'Search programs and files'
- Click < Enter >
- Locate 'Display Adapter' and Expand the category
- You will find the video card name mentioned there (Use this information to locate the video card driver on 'Driver and Downloads' on Dell support website)

Hope this helps. Do reply if you have any further questions. I would be glad to assist.

Thanks & Regards,
Saurabh A
#iworkfordell
To know more about Dell’s products, services and drivers & downloads, click Here. For helpful Dell Support Videos, you may click Here

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2 Bronze

Re: crash after sleep/close lid

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I will try them. However 'update your bios, update your drivers' is generic advice when the cause is not known.

Since the system had this problem as shipped from the factory I am disappointed you don't have a solution.

I also wish you had a utility that automatically downloaded the latest applicable drivers like HP does (dv6 laptop)

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4 Tellurium

Re: crash after sleep/close lid

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Hi tomtul2,

Thank you for your prompt reply. Video drivers have a strong impact on sleep/hibernation functions of the laptop; and BIOS update also installs patches that fix sleep related and fan noise issues. Please try the steps that I suggested in my previous post.

Do reply if you have any further questions. Glad to assist.

Thanks & Regards,
Saurabh A
#iworkfordell
To know more about Dell’s products, services and drivers & downloads, click Here. For helpful Dell Support Videos, you may click Here

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2 Bronze

Re: crash after sleep/close lid

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Dear Dell,

 

I have the same problem, my Dell Inspiron 14z 5423 always crashed when i tried to resume from sleep

i have install new bios and videos driver as suggested above

what else should i do

 

 

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4 Tellurium

Re: crash after sleep/close lid

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Hi Rizkask,

Updating video drivers does not always work if currently installed drivers are corrupt.

I recommend you to try re-installing the video drivers to see if that works. (Refer to the steps below, if needed)
- Click Pearl Icon
- Click inside 'Search Programs and Files'
- Type 'devmgmt.msc' (without quotation)
- Hit 'Enter' Key
- Device Manager Page opens up
- Expand option 'Display Adapters'
- Right click 'AMD GPU' and click 'Uninstall' (If your system works with integrated graphics, 'INTEL HD' will show up instead of AMD)
- Place tick mark in check-box that states 'Also remove the software'
- Restart the system

- Click http://dell.to/T2hKYc and enter your system's 'Service Tag' to access the 'drivers section' for your computer on Dell support website
- Select the 'Operating system' installed
- Expand 'Video' category and download the applicable 'video driver' for your laptop
- Save the file on 'Desktop'
- Right click the file and click 'Run as an administrator'
- Click 'Yes' to the 'User Access Control' prompt
- Follow through with the installation of the driver
- Restart the computer and check again

If re-installing 'Video card' drivers do not work, please try to disable 'sleep hybrid' option in 'power options' (You may find the following steps useful):
- If using 'Windows 7' click 'Start' and type 'Power options' in 'Search programs and files' text box and tap < Enter >
(If using 'Windows 8' switch to 'desktop mode' and type 'Power options' and tap < Enter >
- Click on 'Select a power plan' tab, and under the 'Preferred plans' section, select the option for 'Change plan settings'
- You are now redirected to the 'Change settings for the plan' page. Now click on the 'Change advanced power settings' option and under the 'Advanced settings' tab, expand the button next to the 'Sleep' tree followed by the expansion of the 'Allow hybrid sleep' option. Select 'Off' from the drop-down list as the value for both 'On battery' and 'Plugged in' options in your laptops
- Click 'OK' and save changes

Hope this helps. Do reply if you have any further questions. I would be glad to assist.

Thanks & Regards,
Saurabh A
#iworkfordell
To know more about Dell’s products, services and drivers & downloads, click Here. For helpful Dell Support Videos, you may click Here

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2 Bronze

Re: crash after sleep/close lid

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Dear Dell

I have uninstall and reinstall video driver as instructed above

But the crashed still happen when notebook in sleep condition

Please help me..

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4 Tellurium

Re: crash after sleep/close lid

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Hi Rizkask,

Thank you for your response. Would like to confirm if you tried disabling the 'sleep hybrid' option in 'power option' settings. If that does not fix the issue, you may try restoring the system software back to factory settings.

Your laptop was shipped with a pre-loaded recovery partition on the hard drive. If the laptop still has the factory installed 'Windows', I can share detailed steps for a 'factory restore'. Please share the operating system installed in the computer from factory; also mention if you have attempted reinstalling 'Windows'.

Do reply if you have any further questions. I would be glad to assist.

Thanks & Regards,
Saurabh A
#iworkfordell
To know more about Dell’s products, services and drivers & downloads, click Here. For helpful Dell Support Videos, you may click Here

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2 Bronze

Re: crash after sleep/close lid

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It worked! I was skeptical but it worked. 

First I loaded the BIOS driver and it did not help. The laptop got worse and worse. It was crashing every time it tried to Hibernate or Sleep. Wifi was disconnecting a lot too. Now it is fine. Thank you. 

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2 Bronze

Re: crash after sleep/close lid

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The versions of the updates I installed that fixed the problem were

Dell Inspiron 5423 System BIOS version A06

video 6/5/2012 8.15.10.2669, A00

I don't know what the original versions were but the laptop was very new, I had had it only a month.

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