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2 Bronze

New XPS 13 9300 freeze and blue screen

My new (2020) XPS 13 9300 has been giving me great problems and so far Dell Tech Support has not been very supportive. The problem started about 3 weeks after I received the laptop. It started with a blue screen of death (BOD). I followed all of the diagnostic and trouble shooting suggestions but still no fix. I even did a complete system reset (re-installed windows) but the problem persists.

The laptop often freezes while on the blue screen and requires a hard shut down. On restart it sometimes will go through startup, albeit very slowly, and then after a random period of time it will go back to the blue screen. The cause of the error on the blue screen is not always consistent. Other times after a hard shut down and restart it will not complete the startup and freeze again. Other times it is just the black screen and no indication that it is going through the startup process and all I get is the power light flashing the white light 4 or 5 times followed by the power light flashing yellow twice.  

Dell refuses to replace the laptop saying the 30 day return time had passed, although I only had the laptop for 26 days. They start the 30 day clock from the date of invoice and not the date of delivery. Am I the only one that thinks this is a ridiculous policy. The laptop was in transit with the shipping company (they selected) for 5 days and they  counted that against the 30 days. (Sorry for the rant)

Any suggestions on how to fix my technical problem are appreciated.

Thanks,

CBH

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23 Replies
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1 Copper

Re: New XPS 13 9300 freeze and blue screen

Has this issue been resolved?

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1 Copper

Re: New XPS 13 9300 freeze and blue screen

I recently bought my XPS 13 9300 at the end of June 2020, I haven't had any blue screens but it still freezes upon start up and to fix it I have to force restart with the power button 3-4 times before it finally loads through and I can use it properly. Need help also!

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1 Copper

Re: New XPS 13 9300 freeze and blue screen

I have XPS 13 9300 with Ubuntu 18.04 and I have the same issue of machine freezing up randomly, sometimes even when I have not touched it for hours. The only way to resolve is by pressing power button for a few seconds and restart. Dell has really messed up with XPS 9300, it feels like a design issue where the machine is not fit for purpose. Don't even get me started on the stupidity of moving Home and End buttons from arrow keys to F11/F12. As a developer with a top spec machine, I am really disappointed.

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2 Bronze

Re: New XPS 13 9300 freeze and blue screen

This is exactly the same problem I am having with my laptop XPS 13 7390 (blue screens) and nobody has resolved from dell. 

Unfortunately, the Advanced Resolution Services representative I have is Allen Chris Dominique who is by far the most impolite, rude, and sarcastic person I have ever had to deal with. Allen yells over the phone and then he sent you a polite e-mail. He acts like he is smarter than the customers. He constantly lies, for example, he left me a voice message stating that he was sent an e-mail and that was not true. He just does not care because he is the highest point of contact for customers, so you cannot complain about him. My case has not been resolve yet and he acts as he does not care. He might have got to that position lying to his bosses.

However, I will leave you below is a link where you can report them https://www.consumer.ftc.gov/media/video-0054-how-file-complaint#:~:text=To%20file%20a%20complaint%2....  This link is for the federal trade commission and they explain there how to file complaints. Good luck 

I am trying to find a way to get another person to handle my case I hate abusers, arrogant, rude, and robotic person. I would rather hear an answering machine recorded by an educated person.

I urge DELL to not act like the powerful 70 billion company against a customer trying to make them feel  insignificant as you have been doing. Do not belittle the people who have made DELL be the huge company it is today. Dell needs the humility to accept when they make a mistake and assume the consequences of them instead of using their employees, power, money, policies, lies, and manipulations to make the customers get the losses for Dell’s faults.

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1 Copper

Re: New XPS 13 9300 freeze and blue screen

Hello there,

thank you so much for your great post. I would like to tell you that I’ve had the same experience with that person Chris Dominic Allen. That person didn’t keep it’s promise and I swear by God he lied to me and was going laying on the time aspect and I’ve all the evidences that proof that. My story with Dell is very long.

<Legalistic statement removed>

Thank you!

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1 Copper

Re: New XPS 13 9300 freeze and blue screen

Same issue here on a brand new, few days old XPS 13 9300

  • system freezes randomly but frequently after few minutes of usage, with some graphical artifacts on the screen. A hard reset is required.
  • After hard reset, in most cases BIOS does not load UEFI bootloader of OS anymore. This can be recovered by pressing F12 at boot ( one-time boot menu)  and selecting windows/linux bootloader manually
  • problem existent "out of the box", since very first usage!
  • problem existent on Ubunut 18.04, Ubuntu 20.04, Windows 10 and even during windows installation!
    • this must be definitely a firmware/hardware problem  and not a software/driver issue!
  • system- and cpu-temperature are low, overheating can not be the cause
  • BIOS Upgrade to 1.0.11 did not fix the issue
  • Pre-Boot System Check was successful and did not find any error

Do not waste time with Dell tech support or DIY troubleshooting! This is definitely a systematic hardware problem. Send it back to Dell and reclaim your money!
Will never buy Dell products anymore, a "professional" 2000$ Notebook should not be broken per default

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2 Iron

Re: New XPS 13 9300 freeze and blue screen

My device is 1-week old, so I'm reading new problems every new day.
So, I think we need to create a campaign and reach Mr. Dell or other manager via Twitter for firmware update.
Now I'm thinking does the Dell will accept return for my unit when any problem is occurred?

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2 Bronze

Re: New XPS 13 9300 freeze and blue screen

My xps 13 9300 is a complete lemon. The laptop would randomly shut off upon taking it out of the box. Wasted 2 days on the phone with Dell technical support. Finally got them to send it back to Advance Resolution center. Repairs stated they replaced the mother board. Got the laptop back yesterday, now it randomly freezes every time I use it. Now time to do the same song and dance all over again. 

This product is complete trash. Dell should be embarrassed they released such a terrible product. Imagine stealing 2000$ from people and giving them a brick in return. 

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1 Copper

Re: New XPS 13 9300 freeze and blue screen

I have the same issue and can't believe I spent almost $2000 in a laptop that constantly freezes. I use it for work and my productivity has been compromised very much! When I don't have patience with such lockups, I use my old brother's 2012 MacBook, which is surprisingly better than my Dell XPS 13 9300 because it does NOT freeze. I have reinstalled Windows 10 from scratch and the machine still hangs (it seems it is a firmware/hardware related issue). Unless Dell provides us some solution to this problem, I cannot recommend this EXPENSIVE machine to ANYONE.

 

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2 Iron

Re: New XPS 13 9300 freeze and blue screen

Hello,

Dell posted a new bios/firmware update yesterday, did you install it? Hope that it'll be a fix for you.

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1 Copper

Re: New XPS 13 9300 freeze and blue screen

After installing the firmware update, I noticed I got fewer system lockups, often when I wake up the laptop. Although the laptop still hangs, it is doing so fewer times.

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2 Bronze

Re: New XPS 13 9300 freeze and blue screen

Same issue here (blue screen crash) after 2 mother-boards replacements!

3 different motherboards and yet this brand new laptop is a total junk! unbelievable, we got scammed by Dell!

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2 Bronze

Re: New XPS 13 9300 freeze and blue screen

And all drivers including BIOS are 100% up to date.

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1 Copper

Re: New XPS 13 9300 freeze and blue screen

Same issue here:-

I was updating my drivers thru Dell's update software, it went blue screen during the update and won't boot to Windows.

After a complete Windows reinstall, when I went to Dell's driver update, it went blue screen again!!!!!!!!!!

So it didn't seem to relate Microsoft Windows 10 update but the drivers provided by Dell....

I am so disappointed at Dell and XPS is just ruined by such stupid software compatibility issue.

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7 Thorium

Re: New XPS 13 9300 freeze and blue screen

After a complete Windows reinstall, when I went to Dell's driver update, it went blue screen again!!!!!!!!!!

====================

I suggest ...

- Clean-install Windows

- Do not install (or run) Dell Update, Support-Assist, Intel-RST , enhanced driver suites (ie networking or audio) ... no, none of that.
- Do not let Dell scan your computer or auto-install any drivers.

Now-days, you can normally get all the drivers you need from Windows-Update.


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.
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1 Copper

Re: New XPS 13 9300 freeze and blue screen

Definitely the worst laptop I ever had, 4k down the drain.
continuing freezing of my laptop and now it got stucked at Dell's logo and won't even boot 

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3 Argentum

Re: New XPS 13 9300 freeze and blue screen

Get a refund as soon as you can if you're still within the return window. I've owned various macbook pro's over 10 years now and my last model hasn't had a single kernel panic. Apple products seem to be flawless yet Dell is problem after problem.

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4 Tellurium

Re: New XPS 13 9300 freeze and blue screen

Could you send us a screenshot of the BSOD error message? Did you make any hardware or software changes to the system recently? Restart the system in safe mode with networking and let us know if you notice the error message showing up. 

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1 Copper

Re: New XPS 13 9300 freeze and blue screen

I have had issues from about 2 weeks out of delivery. Freezes up on start up screen have to do a hard restart. Freezes up after inactivity. I have reset to factory twice already and that did not help! And customer service is non existent, all they do is run a hardware scan to make sure they are not responsible for the problem. Blaming it on the software. I actually paid the the $99 for the software diagnostics call with Dell.They called me twice and I missed both calls (i was in the bathroom once time!) and there is no number to call back. I've been on hold for an hour at a time. I've been disconnected after being on hold for 30 minutes and stuck in a loop of people who can't help. I am so frustrated I don't know what to do next! There is literally no corporate number to call in the US. If anyone has any advice let me know! Thanks!

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3 Argentum

Re: New XPS 13 9300 freeze and blue screen

@debg2000 You should install windows from scratch. If it works out great if not make sure you're within 30 days return the laptop for a full refund

 

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1 Copper

Re: New XPS 13 9300 freeze and blue screen

I did that twice already. Sadly it's been 60 days so no refund for me!

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2 Bronze

Re: New XPS 13 9300 freeze and blue screen

I think this thread is same as "https://www.dell.com/community/XPS/xps-13-9300-freezes-constantly/td-p/7690400". I have the same issue and there is an undefined event log 0x03808164 in my bios event log every time after freezing.

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2 Bronze

Re: New XPS 13 9300 freeze and blue screen

I have a dual-boot with ubuntu and windows, after seeing the following post:

https://www.dell.com/community/XPS/XPS-15-9500-randomly-freezing-known-issue/td-p/7634710

I tested the solution in my windows but it did not work. However, for Ubuntu, I followed the following instruction by removing the intel driver (although it was different from what is mentioned in here) and fallback to modesetting driver.

https://wiki.archlinux.org/index.php/Dell_XPS_13_(9300)

Currently, I did not get any freezing for two days. It is such a relief!

 

 

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