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May 3rd, 2021 15:00
XPS 17 9700, crashes during sleep, multiple devices are cause
Hello,
To start, this sounds very familiar to the following posts here
These issues have occurred since day one of the laptop (not quite 5 months). I have a warranty with the laptop, and in short, the "support" provided virtually and over telephone calls haven't been what I would call helpful. For each time I create a ticket, I'm told to:
- reboot and run diagnostics under the F12 menu, report results (always passes)
- run and/or check for new updates in the SupportAssist app. This is usually done while the agent has remoted into my laptop and is taking control.
- If no updates are found, they go to dell.com and try to download new updates from the website.
- Agent wants to download a 3rd party freeware tool to check errors/blue screen logs since SupportAssist doesn't tell them enough on the issue or, SupportAssist doesn't document the crash at all. Instead of looking at the logs manually, they want a freeware tool to help. I am against this - I have no clue what this 3rd party tool will do once installed, it didn't come from Dell, so why should I allow this to run on my laptop? I was told by one agent that, "you are restricting me from troubleshooting the issue." Yet, in 5 minutes of research, I found I could read memory dumps with tools provided by Microsoft, and not some person/company that I've never heard of and have no clue what the program could be doing on my laptop.
- Upon reading memory dumps, I've found the same thing: "The device failed to complete a directed power transition within the required amount of time." The first occurrence was cause by the Nvidia GPU; the second was by the Intel(R) Serial IO I2C Host Controller
- The agent, for the first BSOD, said I should create a new account and see if the problem exists there. He provided this "resolution" without looking at the memory dump, and barely looked at the "reliability monitor" built into Windows 10. I have yet to report the most recent BSOD with the host controller as I'm tired of going through the same process without anyone looking at the messages/logs to troubleshoot what is going on with my laptop.
- Upon reading memory dumps, I've found the same thing: "The device failed to complete a directed power transition within the required amount of time." The first occurrence was cause by the Nvidia GPU; the second was by the Intel(R) Serial IO I2C Host Controller
I really want to LOVE my laptop, but these issues and the support I'm receiving makes using it a chore. I've had at least 6 crashes in about 2 months. I've sent memory dumps back to support and they more or less blame Windows on the issue. In fact, if the blue screens/crashing while sleeping still occurs after creating a new profile, the next step recommended by the agent is to reinstall Windows. Please tell me this can't be it - there has got to be more troubleshooting involved instead of what I outlined above.
DELL-Cares
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May 3rd, 2021 16:00
Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.
MountainD3w
1 Rookie
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45 Posts
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May 3rd, 2021 17:00
I'm now being contacted on a private message (dell cares bot), which asked for my service tag. I've now been contacted by a technician that wants the driver versions for both intel and nvidia, as well as the bios version (updated to 1.7.2 last week). And yes; once again, I'm to run SupportAssist. Surprisingly, there was a new update in a week for the Dell Power Manager Service. Coincidentally, there's also hardware that isn't detected,
per the screenshot
DELL-Cares
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27.8K Posts
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May 7th, 2021 11:00
From our review, we see that you also contacted our phone support team and the issue now resolved. For other users, please post the fix.
mrtoolbelt
10 Posts
1
June 18th, 2021 10:00
IDENTICAL issue and experience, except sleep crash is getting more and more frequent. Resolution?
MountainD3w
1 Rookie
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45 Posts
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June 24th, 2021 20:00
Dell made me wipe out the system and reinstall windows 10. The crashes were more frequent, and I finally got a new motherboard, ram, cpu, and hard drive.
mrtoolbelt
10 Posts
0
June 25th, 2021 00:00
Seems like I am headed to the same place but am still trying to isolate the issue with help from DELL support.
MountainD3w
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45 Posts
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June 25th, 2021 00:00
Good luck with that. Lemme guess, they want to install 3rd party software to determine the issue, or run support assist and check windows update again?
mrtoolbelt
10 Posts
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June 25th, 2021 14:00
No 3rd party software yet, but a few settings changes, etc. Nothing too bad yet, but still, taking a while.
More importantly, was this problem resolved by the hardware service on your system? Has you system ever crashed in sleep mode again?
AndWaz
1 Rookie
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29 Posts
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June 30th, 2021 00:00
Yieks, sounds exactly like my XPS 17 9700!
Started like two weeks ago, ProSupport is clueless and won't help at all, not even running 3rd party programs...
I am quite IT savvy and run a lot of "IT support" at work for other people and the "Blue Screen View" program they want to install is actually quite good (and safe).
Although in my case there is no BSOD it just dies so the "Blue Screen View" comes up empty...
I started my own thraed: https://www.dell.com/community/XPS/XPS-17-9700-dies-during-sleep-with-Caps-Lock-light-on-support-no/m-p/7933212#M86198
MountainD3w
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45 Posts
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June 30th, 2021 00:00
No - but now my system crashed and I can't get it to successfully run a Diagnostics from the BIOS. It just shuts off and it won't turn back on. I'll wait 20 mins to start it up. It takes about 20 secs, I'm presented with a BIOS like screen to run diagnostics or just boot normally. I run Diagnostics and it'll just power off. I'm having the worst like right now...
MountainD3w
1 Rookie
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45 Posts
1
June 30th, 2021 17:00
Well, it looks like I'm getting a 2nd mobo (3rd overall)... laptop can't stay on, regardless if I stay at the BIOS, do a diagnostics, or boot to Windows. So glad I spent this money for a part time laptop
mrtoolbelt
10 Posts
0
July 1st, 2021 17:00
Hopefully the new motherboard solves your powerup issue and the sleep lock-up/crash issue is also resolved. Please post your outcome.
Thanks!
CaptMoreGun
1 Message
0
July 9th, 2021 08:00
I have the same issue and Dell sent a replacement laptop that has the exact same issue. Locks up when in sleep mode and the Caps Lock light illuminates.
I hope they release a corrected driver soon.......
MountainD3w
1 Rookie
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45 Posts
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July 12th, 2021 11:00
Well, I'm on my 2nd replacement mobo (3rd overall) and so far, no random crashes
mrtoolbelt
10 Posts
0
July 12th, 2021 19:00
Encouraging!
This certainly sounds like a firmware/hardware/driver issue of some kind. When your motherboard was last replaced, was the previous hard drive just swapped or was there also a new Windows installation?
Thanks!