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PariPassuTV
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January 16th, 2022 20:00
XPS 17 9700 - Graphics Card / GPU Disappears
Background
I've had my XPS 17 9700 since February 2021. In August 2021, while playing Dota 2, my game suddenly crashed and I received the following error:
CRenderDeviceMgrDx11::Init():
Failed to create Dx11 render device!
A few moments later my PC crashed; after restarting it, the NVIDIA graphics card was missing from the device manager. I am able to "fix" this issue by powering off then powering back on the device, however, this only temporarily address the problem since the device will crash each time I play the game.
I have searched through reddit / forums and have found that other users also share this issue, however, there appears to be no concrete solution.
Dell Support
I've worked diligently with Dell technical support over the past 5 months and through remote connection / physical technician they have tried the following:
Updating the NVIDIA graphics card drivers
Uninstalling then reinstalling my graphics card
Updating the bios
Updating & Reinstalling Windows
Note: I am now using windows 11
Replacing my motherboard twice
Next Steps?
Dell has offered to again replace the motherboard, but my logic is that if the original did not work, and the replacement also did not work, then the 3rd one they install will likely not work, too. Additionally, my 30 day window to return the device has expired. I have run out of patience and am furious that my $3,000 computer is for all intents and purposes a lemon.
As a consumer, what options do I have - has dell directly addressed this issue? Does anyone have a permanent solution to this problem?
@studder Just happened to me today. Starting a game, laptop crashed and after restarting, Nvidia GPU no longer present on my XPS 7900. Tried a few things and nothing is bringing it back. Searching online this seemed to be a common issue early on where they just replaced motherboards. Sounds like its poorly engineered and will fail at some point, early if you're lucky and still under warranty 8-/
Same thing just happened to me last night on an XPS 9700 bought around March 2021.
Blue screen crash. Graphics card gone. Never happened to me any other computer.
Seems like a hardware issue. In Nvidia control panel it said something along the lines of "This computer does not have an Nvidia graphics card installed.
Not sure how to resolve other than pay Dell to fix. Is 3.5 years a reasonable lifespan for a laptop? I don't think so. This computer was not abused, used 90% of the time in a well ventilated and cool space on a stand with excellent airflow.
Some debug info:
January 13, 2025 - MondayBlue Screen Error - January 13, 2025 8:14:18 PM
Bug check code0x00000113Bug check parameters0x0000000000000019,
0x0000000000000002,
0x00000000000010de,
0x0000000000001f12
Device nameDirectX Graphics KernelDriver version10.0.19041.5198Driver pathC:\Windows\System32\drivers\dxgkrnl.sysReport id3c0bb7c9-a248-4f41-898c-2f4b6f8be0e0(edited)
@MatthysK It still happens to me regularly, even after buying a laptop cooler pad with fans; so, it's not heat from blocked vents. I think it may be improper heat management or even heat transfer paste and pads gone bad. I will look at that someday.
But I found a work around.
Follow these steps to get the display to show back up and be useable. Note that this will not solve your computer crashing with the same issue, it just gets it back for a while.
1) Unplug your laptop from power and let it run on battery only. This is a requirement.
2) Shutdown your laptop and let it sit for about a minute. Long enough that it actually shutdown completely.
3) Hold the power button (upper right key) for 30 seconds, even as it boots.
The display adapter should now show up in the Device Manager and be usable again.
My experience is that it will work fine for several hours of use at least. I have not seen any indication of cause other than the use of the 3D features of the display adapter. I watched the temps (from task manager, performance tab) it only climbed to about 66C at heavy load.
DELL-Cares
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Posted January 16th, 2022 20:00
Hello,
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Update = After verifying ownership and completing troubleshooting, a DELL agent setup service.
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