XPS Desktops

Last reply by 02-03-2022 Unsolved
Start a Discussion
2 Bronze
2 Bronze
2805

XPS 8940, freezing when watching videos

I have only had this PC for less than 2 months, and I'm having a freezing issue. The problem occurs in different situations.

Issue
Screen freezes complete, mouse doesn't work, can't Ctrl Alt Del, nothing. You can still hear sound for approximately 5 to 10 seconds and then the computer reboots. No blue screen.

In the Reliability History, it shows the below hardware error:

_________________________________________________________________________________
Description
A problem with your hardware caused Windows to stop working correctly.

Problem signature
Problem Event Name: LiveKernelEvent
Code: 141
Parameter 1: ffffe58985b8d460
Parameter 2: fffff80260a9bb7c
Parameter 3: 0
Parameter 4: 0
OS version: 10_0_19042
Service Pack: 0_0
Product: 256_1
OS Version: 10.0.19042.2.0.0.256.48
Locale ID: 1033

Extra information about the problem
Bucket ID: LKD_0x141_Tdr:6_IMAGE_nvlddmkm.sys_Ampere_3D
Server information: 1042fd1a-e062-4790-9e24-0971fab1d2b5
_________________________________________________________________________________

When the problem occurs
When streaming a video through the Edge browser through any provider (YouTube, Hulu, Netflix)

- When playing some games (not all). The games I've seen the issue are these below:
* Microsoft Flight Simulator
* American Truck Simulator
* Orcs Must Die
(Note: I've never had the issue occur in GTA / FiveM)

Troubleshooting Steps Tried:
- Full ePSA diagnostics (the 4 hour one) found no issues
- Ensure drivers are up to date including Nvidia
- Did both memory stress tests and video card stress tests, no errors
- Reloaded OS from factory defaults
- Painstakingly removed each RAM stick to test and see if I could find the faulty one
- Attempted to buy a better PSU, as this one only came with 400w, but couldn't get it installed, so I haven't been able to test that

I tried to contact Dell support as I just purchased the thing, but of course they are blaming software as they say nothing is showing in ePSA, and they want me to do the $99 software support. The problem I have with that is the currently I only have the factory image and drivers from SupportAssist on it. So if there's a software problem, it's with their base image or drivers. And I feel like I shouldn't have to pay for that.

Replies (16)
7 Thorium
1979

This web page may help and yes it is related to the NVidia GPU possibly drivers. It may be corrupt drivers or possibly programs interfering with each other.




-Forum Member since 2016
-I do not work for Dell
-A user helping other users
-If you like an answer please click on thumbs up
-If a reply is a solution to your problem please click on Accept as Solution
Gaming on a home built with GIGABYTE B560M DS3H AC budget build with an i3 10100
Real work on a Latitude E5430
8 Platinum
1978

Well, as far as the "software support" , you should get that as it should not have been left-off in the first place. Pay your $100. You get support on the whole machine and no more possible "escape-goating".

It's likely rebooting after the crash because you have Windows is set to do that. You can turn that off if you want it to sit frozen.

Problem Event Name: LiveKernelEvent Code: 141

Usually means Windows could tell it is too unstable to operate properly any more. Better to stop (and reboot ). Start-up fresh . Load into memory and let's try again.

nvlddmkm.sys is a Nvidia (video card) file.

I would suggest going back to a slightly older Nvidia driver. Completely uninstall the current one, and then "clean-install" the older (more stable and proven) one.

https://www.dell.com/community/Alienware-General-Read-Only/Aurora-R6-Hard-Lockup-and-crash-while-gam...

And for the Intel stuff (motherboard chipset, etc.) be sure your Device Manager is free of Errors and your Windows Updates are current.

Edited


Registered Microsoft Partner and Apple Developer
- Like many of you, I can appreciate a good game-engine.
- I answer questions here, but I'm not a Dell employee.
- Consider giving posts you like a "thumbs-up"
- Posting models-numbers and software versions speeds trouble-shooting.
- Click "Accept as Solution" button on any post that answers your question best.
1978

Thank you. I have actually reviewed that article and I did troubleshoot the Nvidia GPU drivers, which didn't resolve. At that point, as we all know even the most thorough memory tests don't always show issues, which is why I did the process of removing all of the RAM sticks and testing each one. If there is software conflicting, that is a problem on Dell's side as I said right now, all I have is the base image on this PC. I haven't installed anything else...

Dell support keeps saying it's not hardware and it's software, and they want me to pay the $99 software troubleshooting price. Which, I don't mind doing. But with it being the base factory image and they find a software issue.. should I really have to pay?

Honestly I might just install a Windows 10 without all the Dell software and test that way. It would be a shame to have to go through all this considering I spent money on it. I should have just built something!

1974

Here, dropping back to older Nvidia driver fixed it.

https://www.nvidia.com/en-us/geforce/forums/geforce-graphics-cards/5/289996/hardware-error-141/

Same fix as my Aurora-R6 / Nvidia GTX-1070 thread I linked you to above. Yeah, my machine was fairly unstable too when I got it. 


Registered Microsoft Partner and Apple Developer
- Like many of you, I can appreciate a good game-engine.
- I answer questions here, but I'm not a Dell employee.
- Consider giving posts you like a "thumbs-up"
- Posting models-numbers and software versions speeds trouble-shooting.
- Click "Accept as Solution" button on any post that answers your question best.
10 Diamond
1973

@Kaelynne  - And try running these commands...

  1. At desktop, open a CMD prompt window, Run as administrator

  2. At the prompt, type in: chkdsk c:/r and press Enter
    Accept the offer to run it at next boot and reboot. It will run before Windows loads
    Note any error messages when it's done or look at the chkdsk log

  3. When you get back to the desktop, open a CMD window as in #1

  4. At the prompt, type in: DISM.exe /Online /Cleanup-image /Restorehealth and press Enter
    Be sure to include a space in front of each / and note any error messages when that's done.

  5. Assuming no errors in #5, at the CMD prompt, type in: sfc /scannow and press Enter.
    Be sure to include a space in front of the / and note any errors when that's done.

Hopefully #4 and #5 will say "no errors" or "successfully fixed". Then see if your video issues are fixed.

And if all else fails, do a clean install of Win 10 using the ISO file and following the instructions at the Microsoft site to create a bootable USB stick.

Ron

   Forum Member since 2004
   I'm not a Dell employee

1971


@Kaelynne wrote:

At that point, as we all know even the most thorough memory tests don't always show issues, which is why I did the process of removing all of the RAM sticks and testing each one.

 


No, I've never heard of that.

Outside of Windows, the ePSA Diags passing 100% good will verify that your hardware is operating properly (should be taken with a very high confidence level). The included long memory test is very thorough.

If you still think it's memory, you can create and boot PassMark's MemTest86.com

https://www.memtest86.com/

If it can 100% pass 2-complete full passes of this tester ... it would be virtually impossible to still have a bad ram module installed.


Registered Microsoft Partner and Apple Developer
- Like many of you, I can appreciate a good game-engine.
- I answer questions here, but I'm not a Dell employee.
- Consider giving posts you like a "thumbs-up"
- Posting models-numbers and software versions speeds trouble-shooting.
- Click "Accept as Solution" button on any post that answers your question best.
1972


@Kaelynne wrote:

 

1. But with it being the base factory image and they find a software issue.. 

2. Honestly I might just install a Windows 10 without all the Dell software and test that way.


1. The Nvidia drivers are mostly developed by Nvidia (and Microsoft to some degree). Dell definitely has no part in that. They are only distributed by Dell and Microsoft.

2. Yes, that is always good to try. But you still have to find working Nvidia drivers.

If you require further assistance in this forum, please list a concise (yet complete) internal system config for your XPS-8940.

This is a Community supported Dell Technical Support forum. We are glad to help you however we can. 

However, if you want to talk about blame, money, warranties, or Dell Policies ... I suggest you contact them directly.

 


Registered Microsoft Partner and Apple Developer
- Like many of you, I can appreciate a good game-engine.
- I answer questions here, but I'm not a Dell employee.
- Consider giving posts you like a "thumbs-up"
- Posting models-numbers and software versions speeds trouble-shooting.
- Click "Accept as Solution" button on any post that answers your question best.
1938

Yes Dell tech support will want money if all hardware tests are passed. 

AT this point I am pretty sure that it's Graphic Card issue and you need a replacement. Now depending on the warranty you have this can be a bit tedious, unless you have an onsite warranty. 

 

- You can run a GPU stress test from SupportAssist - Troubleshooting - I want to troubleshoot my PC - I want to scan a specific piece of Hardware - GPU (there will be 2 option choose nvidia) > Stress test

If the machine crashes during the test it will confirm GPU issue. 

- IN order to eliminate the GPU issue, you can test you machine by plugging the monitor in to Motherboard  instead. 

- In order to convince Dell support its a hardware issue you can perform a factory image restore from F12 > SupportAssist OS Recovery > RESET > RESET and update. This is the last troubleshooting step and they will offer repair service (onsite/depot) depending on the warranty 

 

 


1861

You must try updating the browser version on your PC, as all your videos are being played on the browser. You should also disable all the extensions from the browser which creates conflicts on the device. Lastly, I can suggest you to use a different browser for the purpose of streaming the videos.

Latest Solutions
Top Contributor