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July 27th, 2021 00:00
17 R4, Frequent BSOD: Critical_process_died
Alienware 17 R4 system specs:
Processor Intel(R) Core(TM) i7-6700HQ CPU @ 2.60GHz 2.60 GHz
RAM 16.0 GB (15.9 GB usable)
NVIDIA GeForce GTX 1070
Edition Windows 10 Home 64-bit
Version 21H1
I've been having BSOD crashes for the last 3 weeks, they happen daily at this point. The error code is always the same: CRITICAL_PROCESS_DIED. Usually happens during the first cold boot of the day. Sometimes it happens during the boot process, other times about 15-30 seconds after I've logged in.
Right after a crash it restarts and freezes at the Alienware logo screen. After manually powering off and on again, the primary boot drive isn't detected and I get a No Boot media Found message.(Model SanDisk X400 M.2 2280 128GB) It doesn't show up in the BIOS either. I have to restart a few times and run the Alienware diagnostic a few times, before it detects the SSD again, at which point it runs smoothly, and im able to use the system throughout the day without any more crashes or issues.
Initially, I tried reinstalling and updating drivers for hardware components. Then reinstalled windows using the reset option in the recovery settings. It did not solve the problem.
After speaking to Dell tech support, I did a clean installation of windows from a USB drive. It didn't help.
The Alienware preboot assessment finds no errors when the SSD is being detected in the BIOS. Otherwise, I get a no Boot drive found message. Or, it happened twice that I got an Error code -2000-0151, an HDD-related error.
Yesterday I tried the diagnostic tools on the Dell website using support assist. While running the full 40 min test the first time, it crashed during the 'Fixed transformation and Lighting Test'. On the second attempt, it passed all the tests except the battery, which does not give any backup for the last 2+ years, so it's not a new issue.
Here is the latest detailed dump file:
https://drive.google.com/file/d/16xxj8sx52V1xCuU0qertH2RrzsgQgKJt/view?usp=sharing
And the dxdiag report:
https://drive.google.com/file/d/1pjk2uFjzIDqFjKSshqmATSQyM2eOghQb/view?usp=sharing
I am no longer covered under warranty, and contacting Dell support here didn't help much apart from being told to reinstall windows again. They wouldn't even listen to a detailed description of the problem.
I use this computer for work and it's crucial for me to get it fixed ASAP.
0 events found
Enrico T.
1 Message
0
August 23rd, 2021 01:00
Hi,
I'm in an identical situation with the same PC from about the same time you wrote the post.
Did you solve the problem?
crimsom
9 Technologist
•
6.1K Posts
1
August 23rd, 2021 10:00
Hi @HB_2021 welcome to this user to user discussion forum. This is not Dell Support.
Thank you for providing information about your system and its many problems. Your battery has been dead for more than two years. Laptop without battery is designed to function as Desktop on ac adapter power. The Alienware 17 R4 has Hybrid Power Design. The design intent of Hybrid Power is to allow the Alienware 17 R4 to use both ac adapter and the battery power, to maintain full system performance under extreme heavy loading conditions. A new OEM replacement battery is required.
Alienware 17 R4, 15 R3 OEM Laptop Battery 68Wh - DP/N 44T2R
Alienware 17 R4, 15 R3 OEM Laptop Battery 99Wh - DP/N 9NJM1
Getting a good new OEM replacement battery is difficult, use Amazon, eBay, etc. to get extra purchase protection. The month/year date on battery white label should be less than six months.
Windows Blue Screens create Critical Events. Please run the onboard Reliability Monitor and wait for events to load to give timeline. It will open on the default day by column. If you can created Blue Screen(s) today, they will appear in todays column and Critical Events are red. If they all have the same title, open just one Critical Event to look for root cause of problem, and its Microsoft error code. Search on internet for similar problem with same error code and its solution could be your fix.
Please click on Kudos to say thank you for response from user that is not employed by Dell. Please share an update on progress, so that other users derive benefit from your experience. Thank you.
HB_2021
2 Posts
1
September 5th, 2021 04:00
Hi,
@Enrico T. Getting my laptop serviced at a Dell service center solved the issue for me. Could've been dust built up over time, that was causing some kind of a connection issue with the primary SSD. Once it was cleaned and put back together, it's been working fine for the last 3 weeks.
@crimsom Thank you for taking the time to help out. I did not know about the Hybrid Power design feature and apparently neither do the Dell technicians here, good to have nevertheless.
I'm getting the battery and keyboard replaced.
crimsom
9 Technologist
•
6.1K Posts
0
September 5th, 2021 05:00
Hi @HB_2021 thank you for sharing update and root cause of this problem. Getting a new replacement battery is will improve performance. Is the new keyboard replacement to take advantage of AlienFX Lighting?