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Dell XPS 15 9560 heating problem

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My XPS 9560 shuts down whenever I try to do a CPU intensive task like export a video in premiere pro. I used a temperature monitoring software to see if it was overheating. It seems that as soon as I press export, the CPU temperature jumps to 96-98 C and it shuts down. This is not the true temperature because the machine is cold to touch and the room is air-conditioned. There was barely any load before the task. Plus this issue has persisted even after the motherboard was changed for a different issue. Can it be a problem with the heat sink or fan, if it's not the motherboard?
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Re: Dell XPS 15 9560 heating problem

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Dear ketankrshn

Have you recently updated your Dell Xps 15 9560.
If so you might, your laptop might of automatically updated the Intel Dynamic Platform and Thermal Framework.
In this new update their is a big problem that makes the laptop ""not"" Thermal Throttel. 

Please download and install 
Intel Dynamic Platform and Thermal Framework 8.2.11000.2996, A04

This should fix the issue !

- Daan

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Re: Dell XPS 15 9560 heating problem

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The CPU can heat up within a second under load if not cooled properly. 100 degC is the limit, but it is more common that it throttles down the clock than just shut down. Most likely you've got bad thermal paste between the CPU and the heatsink. This is a common problem with the XPS 15 because it has a powerful processor but a borderline heatsink due to the small thin case and because the assembly line at the factory seems works faster than what is feasible if one'd want good paste application and even QC of the thermals. 

Another thing to check is if the cooling system is stuffed with dust, or the heatpipe is defective. 

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Re: Dell XPS 15 9560 heating problem

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Thanks for the insight. Can there be a reason why it shuts down instead of throttling? Also is there a definitive way to check if the heat pipe is defective? Because right now Dell are asking me to pay INR 8000 ($120) to replace it without assuring me it will fix the issue

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Re: Dell XPS 15 9560 heating problem

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Sounds like a faulty temperature sensor is the top suspect.

 

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Re: Dell XPS 15 9560 heating problem

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@ejn63 Is the temperature sensor on the motherboard or on the heat sink assembly?

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Re: Dell XPS 15 9560 heating problem

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The thermistor (temperature sensor) is part of the mainboard.

 

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Re: Dell XPS 15 9560 heating problem

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I wouldn't expect a thermal sensor to be a problem if the laptop shuts down under load.

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Re: Dell XPS 15 9560 heating problem

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Maybe it is so bad that it feels it really needs to shut down. Or heats up so fast that the processor stops working before it manages to slow down the clock. Dunno. 

If still under warranty, they shouldn't ask you to pay anything, unless you have messed with it and broken it. 

It could also be the heatsink not attached properly, perhaps because the heatsink screws don't hold due to stripped screw threads (happens if one tightens the screw too much). 

The heatpipe is a tube with gas inside. If you bend it, it may crack and the gas escapes, so it can't deliver heat to the fins along the heatpipe anymore. If you load up the CPU with the case bottom open, the whole heatpipe should heat up very quickly. If the heatsink gets hot at the CPU but the ends of the heatpipes remain cool, it is likely not working. But if the heatpipe doesn't get hot even above the CPU, then the thermal contact to the CPU is likely the problem. It is likely difficult to test if a shutdown comes before much heat is released.  

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Re: Dell XPS 15 9560 heating problem

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I have a new Precision 5200 (shipped March 25, 2018) and have experienced numerous thermal shutdown events. They are triggered by Windows, not the BIOS. Regardless, the processor is getting up to 100 degrees Celsius, which is simply too hot. Research by me and Dell support has shown that running Photoshop can make this happen. Oddly, it's not so much when I am doing graphics-intensive operations as I/O-intensive operations, sometimes just opening or saving files. After numerous updates of the BIOS, chipset drivers, even Windows drivers, nothing seems to help. The only workaround so far is to disable CPU Turbo Mode (performance section) in the BIOS. This really **bleep** because isn't that why I paid big bucks for this system? Dell support's latest suggestion is to reinstall Windows. Having spent over 7 years in front-line support, I recognize this as a way to get out of acknowledging the real problem: defective design. Reinstalling Windows would take a VERY large amount of my personal time and I don't have faith that anything would change. I have to say that I am very dissatisfied with my system, not because of its performance, but because I feel like I've been ripped off by Dell, overcharged for something that I did not receive.

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Re: Dell XPS 15 9560 heating problem

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Most likely bad paste or the heatsink isn't attached well. If you have on-site support, ask Dell to send a tech. If not, you might be able to fix it yourself, following the Dell online service manual for removing/replacing the heatsink, and a couple of youtube laptop repasting guides. TG Kryonaut or Gelid EC paste is recommended, and you need a T5 screwdriver. The messiest part is removing old paste. Take care not to bend the heatpipe and strip screw threads by applying too much torque.  

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Re: Dell XPS 15 9560 heating problem

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Dear ketankrshn

Have you recently updated your Dell Xps 15 9560.
If so you might, your laptop might of automatically updated the Intel Dynamic Platform and Thermal Framework.
In this new update their is a big problem that makes the laptop ""not"" Thermal Throttel. 

Please download and install 
Intel Dynamic Platform and Thermal Framework 8.2.11000.2996, A04

This should fix the issue !

- Daan

View solution in original post