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July 9th, 2019 07:00
XPS 13 9380, won't wake up
So I have an issue with the Dell XPS 9380, where the laptop won't wake up from sleep.
Keyboard lights up, but screens don't come.
It's docked using a WD15.
BIOS is up to date and they is no other drivers available.
Any ideas on how I can resolve this issue?
Its a new laptop and causing a headache for our new member of staff(bit embarrassing to have new equipment that can't wake up until you turn it off and on)
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DELL-Jesse L
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July 9th, 2019 08:00
mailey,
Click my name and private message me the pc service tag number.
Steps for Fixing Computers that Do Not Wake Up or Resume from Suspend / Hibernate Mode but Power On
mailey
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July 10th, 2019 06:00
I've narrowed this issue down to Dell docks so far.
Using a WD15 or a TB16 the laptop won't wake backup. Windows key + L to lock laptop.
Leave laptop for 10minutes, come back to laptop try and wake it up by tapping the keyboard or moving the trackpad.
Keyboard backlight comes on, but laptop screen or external display never come on.
Follow the same procedure not connected to a Dell dock(no dock at all) - everything works fine
Follow the same procedure connected to a CalDigit TS3 - everything works fine.
How can I resolve the incompatibility with WD15 ???
DELL-Jesse L
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July 10th, 2019 07:00
mailey,
Did you go to the WD 15 Driver page found here and update the firmware? Once done and rebooted install the 2 other driver updates found on that page. When done reboot and retest. Before you install the firmware click here.
mailey
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July 11th, 2019 03:00
After testing for a while, it has also encountered the same issue with caldigit dock. although didn't happen as quickly as it did with the wd15/tb16.
We're reinstalled the os, updated the bios, installed all up to date drives.
Made sure the wd15 is running the latest firmware.
Installed the latest Audio and Ethernet drivers.
Yet this one machine still has the same issues of not being able to wake up, have been testing with a different 9380 but can't replicate the issue.
Could this be a hardware issue with the laptop???
DELL-Jesse L
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July 11th, 2019 06:00
Mailey,
When not connected to the WD15, does the PC have wake up issues?
You can disconnect devices from the computer and run the diags.
Running the ePSA diagnostics
Turn on your computer.
As the computer boots, press the F12 key as the Dell logo appears.
On the boot menu screen, select the Diagnostics option.
Click the arrow at the bottom left corner.
Diagnostics front page is displayed.Click the arrow in the lower-right corner to go to the page listing.
The items detected are listed.To run a diagnostic test on a specific device, press Esc and click Yes to stop the diagnostic test.
Select the device from the left pane and click Run Tests.
If there are any issues, error codes are displayed.
mailey
4 Posts
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July 11th, 2019 07:00
Seems to wake up fine, when not connected to a dock.
Diagnostic tests don't seem to show any issues, so far.
trevorwai
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September 25th, 2019 14:00
We have the same issue with WD19 Dock and WD15.. We just started to deploy the XPS 9380 with WD19 dock. We have also had some faulty XPS 9380 fresh out of the box.. (e.g. broken USB Charging port, no back light, wont' boot up at all)