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XPS 9570 - Slide to Shutdown - Random Restarts

Right after my warranty ended I started getting random "slide to shutdown prompts" whereby even if you slide the screen up with your mouse it still shutsdown/restarts right after. My XPS is unusable for any professional work. For the last year this has never been an issue. Diagnostics reported nothing wrong.

When in windows boot menu, windows cautioned me to stop pressing the power button so it could do it's task. Thing is, I wasn't even pressing the power button.

Because of this I reckoned it was a hardware issue, but I have examined the switch and it looks fine, obviously I wouldn't know.

Unless there is some other software that runs in the background in windows boot that could be starting this? This could possibly be related to the ASF force off issue, but I have never looked at a bios log.

The ram is seated correctly.

I have always treated this unit meticulously.

Incredibly disappointing from Dell.

Can anyone please help?

So far I have not seen any solutions on the Dell community board.

Thanks

 

 

 

 

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11 Replies
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2 Bronze

Re: Dell XPS 9570 - Slide to Shutdown - Random Restarts

I am having the same issue. My laptop restarts without any known cause or trigger.  It will randomly shut down and all the work I am doing will not even auto recover. 

I was using my laptop for 3 months and I started experiencing this issue. Whiles in BIOS or Windows 10 recovery the laptop can go off. I have updated all that I can. 

I downgraded my Intel Thermal Framework which made the laptop stable for three days but it’s back to being a jerk. The laptop is very frustrating. I really need help 

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Re: Dell XPS 9570 - Slide to Shutdown - Random Restarts

Hey Homie @Ganyobi 

<Profanity removed>I know, there is very little help on this issue. I was wondering if I had a brick in my hands.

I recently stripped down the entire laptop to examine the switch, everything seemed fine, but also, what would I know, I am not an engineer!

Anyway I put the whole thing back together again, and it booted into windows recovery, I chose Reset Windows, (this time it didn't restart) and so far everything seems fine.

I recommend taking off the back case and unplugging the battery, then pressing the power button for 15 - 30 seconds to drain any flea power, before plugging back in. Then try a windows reset and see what happens.

I've heard that hard resets, also just by pressing the off button for 15 secs can help with bootloops.

So I recommend trying either of these.

Good luck.

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Re: Dell XPS 9570 - Slide to Shutdown - Random Restarts

Never mind I'm still getting slide to shutdown issues. Gonna try bios recovery

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Re: Dell XPS 9570 - Slide to Shutdown - Random Restarts

I have been speaking to Dell Support.

As at now, I am currently using my laptop in a clean boot mode and its been a whole day no shutdown yet. Seems to be working fine. 

Refer this article https://www.dell.com/support/article/en-us/how16542/how-to-perform-a-clean-boot-in-windows-10-to-tro...  and keep me posted. 

I will let you in on update when i get them.

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Re: Dell XPS 9570 - Slide to Shutdown - Random Restarts

Hey @Ganyobi 

 

Thanks for the reply. How was this fix been treating you so far? I am going to DM you my email to better communicate.

If you are still restarting check your bios power logs - I had WDT errors and ASF 2 force off errors, which better documented than slide to shutdown issues.

To troubleshoot mine better I am going to unplug the battery and run off AC power only to check that it isn't some hardware related battery issue.

Correct me if I am wrong but the fix has to do more with isolating what start up programs may be causing the issue? Someone else mentioned that Citrix was the issue for them, if you even have that installed.

Check your DMs!


Thanks

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Re: Dell XPS 9570 - Slide to Shutdown - Random Restarts

I've had an odd issue with the 9550 manifesting by the laptop waking up in my bag, and subsequently refusing to sleep/hibernate/soft shutdown - it would restart after a couple of seconds. 

Debugging the Event log etc I found the problem was with the "Hibernate After" feature. The laptop woke up to switchover to Hibernate, but failed and woke up to this weird state instead. Worked around by turning off Hibernate After. 

Of course, your issue may be unrelated. 

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Re: XPS 9570 - Slide to Shutdown - Random Restarts

I'm having the exact same issue. In my event log its saying someone pressed the power button sometimes and I'm not touch that either. I have ran all the diagnostics and it comes back clean. Has anyone fully resolved this issue yet?

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Re: XPS 9570 - Slide to Shutdown - Random Restarts

As far as I know no-one has solved it.

 

I've just done a clean install of Windows and inserted a new CMOS battery and am still getting it.

If you find a solution or at least cause of the issue please post here.

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Re: XPS 9570 - Slide to Shutdown - Random Restarts

I tried to open a case with Dell's support since mine is still under warranty. However, since I upgraded my system to windows 10 pro with my own Microsoft license key, they deny my support. It's crazy that the same computer can be ordered with Pro, but since I have Microsoft Partner Licensing and chose to save $100 when ordering this and used my companies license directly from Microsoft, they will not help me. I guess I will have to reload with home and wait for the issue to happen again. I can't believe a company could deny support for this reason.

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