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March 20th, 2018 10:00
Random shutdowns on Battery power - XPS 9360 2017 Build
With all the reported issues with random reboots/shutdowns for the XPS 13 9360 I thought I'd post some detail on my laptop that is experiencing the same problem in the hope it may generate some further info towards identifying the root cause.
I started having a problem with sudden shutdowns after upgrading the bios to v2.2.1. At first I didn't recognise it as a recurring problem because my laptop is usually always connected to the power supply. I upgraded to bios 2.4.1 when it was released and the random reboots seemed to be more frequent. In any case, I'm now travelling around and using battery power more often and the reboots are very frequent such that I don't use the laptop on battery only power any longer.
I've upgraded the bios to v2.5.1 with no improvement. I've also tried going back to the Dell factory build image but the problem still occurs.
What I've noticed is:
1. when the laptop is on and only showing the F12 bios menu, it runs for over two hours without shutting down.
2. When I boot from a USB drive (a Windows 10 install USB) it happily runs for over an hour performing most of the install (I didn't let it finish)
3. With my original backup image restored, if it sits on idle with the desktop showing but doing NOTHING else, it runs for over 30 mins without issue (I then shut it down manually.)
4. As soon as I do anything that cause the fan(s) to run at high speed (I run Heavyload to stress the CPU & GPU) it shuts down with 30 seconds
In all the above cases, I am running on battery only. For item 4, if I am running with the power supply plugged in and the fan kicks in does not cause a shutdow.
FYI, in all the above it makes no difference whether the wifi is active or in aircraft mode (I've seen references to wireless drivers being part of the problem but it doesn't seem so to me).
I'm at a loss as to imagine what the root cause of this may be other than a hardware related issue related to heat issues on battery except that it never occured on pre v2.2.1 BIOS?
I'm keen to hear any thoughts on this....
thanks webby
ohnoohno
1 Message
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April 26th, 2018 03:00
I just bought a 9360 and it randomly restarted itself midway through the installing the very first program I downloaded. A quick google led me here, to the world of people whose expensive new laptops shut down and that's apparently fine. Oh joy!
I'm on BIOS 2.62, which is depressing because that means it's something like 5 versions since the problem was first reported and it hasn't been fixed.
Is there anything worth trying or do I just return it straight away? Because 'randomly turns off' isn't really an acceptable fault for any machine, let alone the centre of my work life.
Cheers
Dell-SreejithR
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3.4K Posts
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April 26th, 2018 04:00
Thank you for your message. I will be glad to assist you on this.
Do you get any error message when the system turns off? Anything like a Bluescreen error?
Is the system heating up normal usage, like when you are just browsing the web?
Please run a hardware diagnostics by following this link http://bit.ly/2fJuGXB & check if there is an error.
For my reference, please click on the message tab next to your avatar– click “New Message” & search for my Dell username (Dell-Sreejith R) & send a private message with the service tag, registered name & email address.
fosterous
1 Message
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July 29th, 2018 08:00
I am experiencing this with my XPS 13 9360 as well. it's a hard stop to a black screen - as if the battery was disconnected.
I have updated to latest BIOS 2.8.1 and run the full suite of hardware diagnostics - with and without the AC plugged in. All hardware tests pass.
I am able to experience the same hard crash while Linux is running (using a live USB stick). and have been able to replicate the crash while in the BIOS settings.
the only hint of anything I could find was a "ASF2 Force Off" in the BIOS events log which shows up when the shutoff happens.
At least in my case it also seems to be related to physical motion of the laptop as the crashes are more likely to happen when tipping, tapping the laptop or using it on my lap rather than a desk. I have had it run for a full battery drain test while playing videos when it was sitting untouched on a desk.
unsure what to try next.
RemisRa
2 Posts
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December 15th, 2018 08:00
Have same problem as hard shut down while running on battery, Noticed to get it higher chances when running higher power demanding software. Even changed my battery to new one, still same problem. looks like battery can not supply enough power and system over-current hard-kills laptop. battery diagnostics for new battery shows 100% capacitance and health. After shut down laptop can not be started on battery for 1-1.5min. can start after that time. If trying to power right away on charger- works.
solutions? any way to change battery limits? or to limit power from laptop while on battery?
DELL-Cares
Moderator
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27.5K Posts
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December 17th, 2018 08:00
Hi,
Thanks for reaching out to us here. I will be glad to assist you with this issue.
Do you get any error message when the system turns off? If yes, please share more details and if possible a picture of the error message.
Also, could you confirm the current version of BIOS installed and details on the application/software that you are using? (Tap the F2 key to enter System Setup (BIOS) when the Dell logo appears)
Have you tried disabling the application(that is consuming high power) from startup items and power on the laptop with only the battery? If yes, please share the outcome on the same.
-Farooq
RemisRa
2 Posts
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December 19th, 2018 13:00
My system info screens below:
video how shut down happen on youtube:
https://youtu.be/2FU988wZUtw
what i did in video is just tried to open JPG file with photoshop while cable is removed from laptop. You see hard shut down right away. same if i will try to open word document or anything with bit more bigger software when paint, basically to put any power on system. Also you can see that i am pushing power button with no reaction and as soon as cable is in place - it starts. If cable is kept of laptop - it will start from 1min to 1.5min later.
if i use only chrome to browse online and not many pages at same time i can work on battery for 2 hours. But any other software start - kills it.
No error displayed before shut down and after system is restarted. All drivers are latest from dell website.
answering to question about start up applications - everything is disabled and has no impact, as you can see i can not start from battery after shut down even to get to BIOS. looks like it get in to time out stage. It will start normally if i wait up to 1.5min
DELL-Cares
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27.5K Posts
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December 19th, 2018 14:00
Thanks for sharing the details.
For my reference, please click on the message tab next to your avatar– click “New Message” & search for my Dell username (DCFAdmin) & send a private message with the system Service Tag (How to find the Service Tag: http://dell.to/2q9Jx1X), registered name & email address along with the test results of the hardware diagnostics and a copy of Windows Event Logs (refer this link https://dell.to/2UUX21q on “How to Export Windows Event Logs”).
This video has instructions on how to run the test: dell.to/2gEuPZz
-Farooq