11v1
6 Indium

XPS 15-9560, shuts down randomly

Still no solution from Dell after 6 months! The most recent Intel Dynamic Platform and Thermal Framework still shuts down PC at 100 °С (it happens in absolutely any game or even at normal working process under stress operations). Dell refuses to acknowledge this problem at continues to distribute upgrades. The only solution is to downgrade Intel Dynamic Platform and Thermal Framework to v8.2.11000.2996 (A04) September 06, 2016 and disable auto upgrade from Dell Update and Support Assist.

Never had anything like this with any previous ASUS or HP laptops.

Tags (1)
0 Kudos
Joffrsm
1 Nickel

Re: Dell XPS 15 9560 Shuts down randomly.

Same happening to me. Bought a Dell XPS 15 9560 around September last year, and since 2 days ago it started randomnly shutting off withouth any warning.
Around that time was when I updated some drivers that "Dell Support Assist" app told me to.
Can't really remenber which ones were tho.
It doesn't look like and overheating problem because it can happens just by browsing in chrome.
Also happened when using AfterEffects, or gaming.
Shouldn't be dust since it doesn't even have 1year and not it a really dusty room since I kept the house cleaned all the time.

Any ideas nowadays why this happened? The laptop was VERY expensive, shouldn't have this problems. 

 

0 Kudos
Meije
1 Copper

Re: Dell XPS 15 9560 Shuts down randomly.

Same issue here, updated the drivers through the supportAssistent and minutes later it started to shut down, never had a issue over the last year or so. Will try the suggested driver downgrade solution. But DELL, for f* sake, test your drivers extensively before pushing them to your users. 

0 Kudos
Highlighted
droza
6 Indium

Re: Dell XPS 15 9560 Shuts down randomly.

Just today I started having this problem on my fully updated Dell XPS 15 9560. I tried all of the different solutions mentioned here, and the only one that worked 100% was rolling back the Intel Thermal Framework driver to version A04.

To test to see if it is working, install AIDA64 Extreme, and have it run a stress test with CPU, FPU, Cache, Memory, and GPU all activated. With thermal driver A04 installed, it will correctly throttle the CPU to avoid overheating, and you can run the test indefinitely. With newer versions of the Intel Thermal driver, my system would shut down within 15 seconds.

Here is a direct link to the Intel Thermal drivers version A04, the version needed to fix this problem: http://www.dell.com/support/home/ba/en/badhs1/drivers/driversdetails?driverId=JTXD1. I hope Dell can fix this issue soon. Thanks.

NOTE: You may have to turn off auto-updating of drivers for this solution to stick until Dell and Intel can figure this out.

Drixx
1 Nickel

Re: Dell XPS 15 9560 Shuts down randomly.

Hey Droza, I did the same as you and installed the Intel Thermal Framework driver version A04 and did the stress test with AIDA64 Extreme after and took this screenshot of the results after 10mins of running it. The end part where it's at 70ish% is when I stopped the test but the CPU was at 100% the entire time while as you can see the throttle just jumped to 11% then back to 0% for the rest of the run. I'm worried about that overheating detected warning.stabilitytest.png

 

 

 

0 Kudos
droza
6 Indium

Re: Dell XPS 15 9560 Shuts down randomly.

Hi Drixx, I can't see the screenshot you uploaded for some reason. But, I wouldn't be worried about a "warning" about overheating if you were running that stress test for 10 minutes.

As long as your computer didn't shutdown, that means that the Intel Thermal drivers were doing their job, reducing the velocity of the CPU when it is in danger of overheating. When they don't, the CPU reaches 100 degrees Celsius, and your computer automatically shuts down immediately, with no possibility of saving your work. If that didn't happen, you're good to go! If you want to see this in realtime, you can open up the Task Manager, go to detailed view, then over to the Performance tab, and click on the CPU. It will show you the "speed" of the processor, which should change with some frequency. If the CPU is in danger of overheating, it will drop the speed WAY down immediately to prevent that from happening, then slowly raise it back up.

bennymcl
6 Indium

Re: Dell XPS 15 9560 Shuts down randomly.

Hey guys, has the driver rollback worked for you with the sluggishness of the computer? I found it worked to a certain degree and my computer doesn't shutdown anymore, but the second it runs a little hot, it starts getting incredibly laggy and sluggish again.

 

Especially if I am running a game like EVE Online (even on the lowest settings). Sad thing is, this laptop should be crushing that game.. I'm at a loss.

 

As a note, when I start the game. It shows my memory at a quarter usage with a couple other apps open and my integrated GPU at 100%.. the dedicated GPU is only at like 2% and the rig is sluggish after a couple of minutes of game play. The CPU also clocks in at a low percentage during this laggy-bit... I really don't know what to do. I have the nvidia settings telling my computer to use the dedicated GPU for default AND for that specific game/app.

 

Thoughts? Ideas? Dell support has been unsurprisingly not helpful...

0 Kudos
Drixx
1 Nickel

Re: Dell XPS 15 9560 Shuts down randomly.

I experience the same when playing like Aion Online at max graphics, doesn't happen a lot tho but outside of that it was shutting down for me and taking the suggestion of @droza to install the Thermal Framework Driver Version A04 sorted out the the shutdown issue for me. Other than that not sure why certain games it should be fine playing bottlenecks.

0 Kudos
bennymcl
6 Indium

Re: Dell XPS 15 9560 Shuts down randomly.

@DrixxYeah, I did the thermal driver thing and it improved it a lot. I also tried the Intel HID Event Filter Driver rollback and it seems to have had a slight effect. But honestly, the fact that it's not running a game like EVE, which has relatively low specs for a game, at perfect performance when the graphics are at low, is concerning 😞

0 Kudos
droza
6 Indium

Re: Dell XPS 15 9560 Shuts down randomly.

I just tried Eve Online. Are you running it at 1920x1080? If you have the 4k monitor, that is important to configure in the settings of the game. Cf. https://www.youtube.com/watch?v=w6Qp1aOvQBo. I have the 4k monitor, and as long as I run it in 1920x1080 it runs super smooth, even with high quality setting. It uses the GTX 1050, and was typically using around 50-60% of the GPU.

Linnet's How To Eve Online Ascension _ Remember to like and subscribe See all my videoes in playlist / categories here https://www.youtube.com/channel/UCmd6xmZpPhJ6I9oe6hn65Hg/playlists?shelf_id=8&view=1&sort=dd Office 2016/365 videos ...
0 Kudos