x16 R1, sudden BSOD's

Question

Hi All,

i have an issue with my Alienware x16 R1. It worked very good the last couple of years, but since 3 days i get random BSOD's. I did the standard stuff already, updated all drivers / bios / windows updates. Did the Supportassist diagnostics, the Dell boot diagnostics. I even opened it up and cleaned the fans etc.

The crashes can be every 5 minutes, sometimes it takes 3 hours. The temperature stays within limits, but, the part above the keyboard gets very warm. (even my screen is discolored because i have it always closed and use an external monitor).

Does anybody have ideas on how to further this investigation? Or is this a write off.

Tesla1856 · Answer

In the other forum areas, owners are reporting similar and it was Support-Assist causing it. IIRC, they are uninstalling part of it or all of it.

Do you see it or do you need help finding the threads? Like here:

https://www.dell.com/community/en/conversations/supportassist-for-pcs/xps-15-9530-bsod-criticalprocessdied-caused-by-dellsupportass-supportassist-remediation-55160/6a0010e052786a36cb345dcc

Dell-Alex S · Answer

Hello @JerryB2305, thank you for bringing your inquiry to our community forum.

I apologize for any inconvenience the machine has caused over the past couple of days and would like to assist you in finding a resolution.

Please note that more than 50% of BSOD issues are caused by something within the Windows operating system.
To get started, could you please confirm the following:

Check if "Dell SupportAssist Remediation" is installed, and if so, which version is being used.
You can check this by going to Control Panel > Programs and Features > View all programs.
Make note of the date and time of any recent or future BSOD incidents, as this will help with troubleshooting.
Once you have a timestamp, we can review the Reliability Monitor to identify any potential software conflicts.
Here is a guide on how to use this Windows native tool:
https://www.dell.com/support/kbdoc/en-us/000178177/how-to-use-windows-reliability-monitor-to-identify-software-issues

Please @ me once you have collected the requested information so I can provide the next best steps.

#IWork4Dell

JerryB2305 · Answer

Hi All,

thanks for the information, teh alienware Supportassist Remediation is version 5.5.15.2, BUT it was updated on may 31st. (when the issue started).

i have checked Reliability Monitor and see the crashes / problems. There is not much info, same as in the eventlogs and there are no DMP files. What i do see in the remediation tool is a lot of events related to audio / sound drivers.
And, also, the laptop did not crash anymore from about 13:30 CET.

Alienware

x16 R1, sudden BSOD's

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