XPS Desktops

Last reply by 05-07-2022 Solved
Start a Discussion
2 Bronze
2 Bronze
33605

XPS 8930, freezes for 3-5 seconds

I also have an XPS 8930 purchased on May 1 2019 that is freezing in the same way (mouse pointer and keyboard freezes for 3-5 seconds once every hour or so). There is nothing in the event log. It has done this since it was purchased. I was hoping there would be a software fix by now.

Replies (460)
1456

So... Success I think

Stopped all the dell services, One at a time until the freeze stopped occuring

The culprit is

Dell SupportAssist Remediation service

Here are the logs, nice and predictable, As you can see I should have been expecting a freeze between 2,5 or three hours and I have just hit 4 hours. This is the second time I have run the test, Same answer. Now to restart the desktop and only stop this service then restest.

======Restarted : 10/06/2019 18:48:54
Freeze: 1 / 36134 : 10/06/2019 19:54:53 , 6151.2965
Freeze: 2 / 135155 : 10/06/2019 22:55:34 , 6154.4344
Freeze: 3 / 234181 : 10/07/2019 01:56:16 , 6113.5992
Freeze: 4 / 333204 : 10/07/2019 04:56:56 , 5404.9386
Freeze: 5 / 415719 : 10/07/2019 07:27:32 , 6217.0498
Freeze: 6 / 514743 : 10/07/2019 10:28:14 , 6146.069
Freeze: 7 / 613767 : 10/07/2019 13:28:55 , 6116.9893
Freeze: 8 / 712788 : 10/07/2019 16:29:36 , 5733.3366
Freeze: 9 / 795257 : 10/07/2019 19:00:11 , 6036.7765
Freeze: 10 / 894281 : 10/07/2019 22:00:53 , 6034.6178
Freeze: 11 / 993305 : 10/08/2019 01:01:34 , 6167.3967
Freeze: 12 / 1092328 : 10/08/2019 04:02:15 , 6063.0455
Freeze: 13 / 1191350 : 10/08/2019 07:02:56 , 5467.5632
Freeze: 14 / 1273871 : 10/08/2019 09:33:32 , 6046.3592
Freeze: 15 / 1372895 : 10/08/2019 12:34:13 , 6040.4137
Freeze: 16 / 1471918 : 10/08/2019 15:34:54 , 5798.0925
Freeze: 17 / 1570943 : 10/08/2019 18:35:35 , 5374.3823

1444

@dustynz 

Wow! Amazing work. Yep, it could be just one "bad apple" of an application that upsets the apple cart. I hope others can get this confirmed too...

"Dell-S/W-free" and "freeze-free" here since 9/27/2019

1431

@dustynz,

 

Excellent work!! Well done!

 

I think I'll give my XPS a few more days with all of the Dell Services disabled (jut in case I have a slightly different issue) & then, after that, I'll probably re-instate every thing EXCEPT Dell SupportAssist Remediation service!

 

Regards,

John-Jay

Regards,
John,

(I detest "CAPTCHA - Photos". The Photos are always blurred & the questions refer to Americanisms - hence NOT always Internationally understandable!)
1421

Hi @dustynz 

Outstanding job, THANK YOU!

Please keep us in the loop with any further updates.

Given this status I will go back to my Dell PC and adjust it accordingly to further test.

1397

@dustynz 

Well I'm curious to see if everyone else is resolved by eliminating this service.  

If that ends up being true, then I have a different problem because I have no Dell services running on my machine.

 

 

1390

@whoareyou_2009 

Did you remove the Dell services yourself? Were they not added during a clean Windows 10 install? 

You mentioned a Windows upgrade in a prior post, was that an update to 1903 done recently? 

1046

To confirm, Stopping the "Dell SupportAssist Remediation" service this has stopped the freezing.

Disabled the service and then restarted the desktop. No other changes.

Ran last night for 7.5 hours, no freezes.

I am using "Insomnia" to stop my desktop going to sleep

 

Here is the powershell script to log the freezes. Basically samples every 100ms and logs freezes greater than 2000ms

$logFile = "c:\temp\freeze.log"
$DatePast = Get-Date
$FileLog = "======Restarted : $DatePast"
Add-content $Logfile -value $FileLog
$CountNo = 0
$FreezeNo = 0
while ($x = 1) {
$DateNow = Get-Date
$TimeNow = $DateNow.TimeOfDay
$DateDiff = $DateNow - $DatePast
$DatePast = $DateNow
$TimeDuration = $DateDiff.TotalMilliseconds
$CountNo = $CountNo + [int]1
if ([int]$TimeDuration -gt [int]2000)
{$FreezeNo = $FreezeNo + 1
$FileLog = "Freeze: $FreezeNo / $CountNo : $DateNow , $TimeDuration"
Add-content $Logfile -value $FileLog
write-host $FileLog
} else {
$FileLog = "Normal: $FreezeNo / $CountNo : $DateNow , $TimeDuration"
write-host $FileLog
}
start-sleep -milliseconds 100
}

 

1038

reply to @John-Jay 

I think I'll give my XPS a few more days with all of the Dell Services disabled (jut in case I have a slightly different issue) & then, after that, I'll probably re-instate every thing EXCEPT Dell SupportAssist Remediation service!

 

Refer back to this to outline initially on the other thread I did back on 08/15/19 and again on this post

As far as driver and software packages, with a clean install and not using a Dell recovery disk:

Dell downloads off their site not necessary to install:
Dell Digital Delivery App
Dell Update- Support Assist Update Plug in
Dell Mobile Connect Driver
Intel Ready Mode Technology App
OTB Survey-Dell Customer Connect

Just do a clean install with recent W10 ISO that has most recent drivers and is a stable build.

Stop there!!!

Do not install:

Killer Control Center
Intel RST software
Any of the Dell Downloads from the website listed above

I would uninstall any of those Dell downloads from my machine if they are present.   

Doing this would have already solved those Dell software related freeze issues.

1034

@rjbards  "Did you remove the Dell services yourself? Were they not added during a clean Windows 10 install? You mentioned a Windows upgrade in a prior post, was that an update to 1903 done recently? "

1903 was upgraded.  The original Windows 10 (pro) install was clean. I had no problems until end of August. I removed the services myself.  They are gone.  

My issue also consistently logs

Log Name:      System
Source:        Microsoft-Windows-NDIS
Date:          10/8/2019 1:06:41 PM
Event ID:      10400
Description:
The network interface "Killer E2400 Gigabit Ethernet Controller" has begun resetting.  There will be a momentary disruption in network connectivity while the hardware resets. Reason: The network driver detected that its hardware has stopped responding to commands. This network interface has reset 1 time(s) since it was last initialized.

It's possible I have a hardware issue, but it doesn't seem like that's issue to me.  Anything is possible though.Guess I'll do what I should have done a while ago and disable ethernet to run on the wireless card.  

Would it be possible to run one more command (with admin privileges) for some info?

pnputil /enum-drivers 

It will simply list out all drivers on the machine.

You can redirect output to text file, or just cut and paste.

1032

By the way.  How do you add attachments to a post.  I see people have done this, but I don't see anywhere to do this.

Latest Solutions
Top Contributor