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788867

November 19th, 2015 09:00

XPS 8900 BSOD's out of box. Exchanged XPS 8900 does the same thing.

RESOLVED! ------------------------------------------------------------------------------------------------------------------

Main fix: Disable this driver: bcmwl664.sys (Broadcom 802.11 Network Adapter wireless driver, Broadcom Corporation)

This can be done by finding and disabling the wi fi card in the Device Manager - find the WIRELESS driver - not the regular network driver, under Network Adapters, right click, and select "Disable".

If you've already begun to reinstall Windows out of frustration, or in a last ditch effort to save yourself the trouble of another return (like I did), make sure to NOT install the Broadcom Wireless driver from Dell's site. Otherwise, you'll be back where you started.

User dbark has also found another issue, slightly OT but it might help some of you - on his 8900 file explorer won't open when left-clicking from the task bar. Screen flashes, icons reload and wallpaper changes (slideshow mode is on). Right-clicking and selecting a folder works. Right-clicking on a file or desktop icon crashes.

He read that a shell extension was the likely culprit and using ShellExView he was able to ID NVIDIA's "OpenGLShExt Class" (file nv3dappshext.dll) to be the cause by process of elimination. We're still working through the fix there, details on page 7.

Original post below. --------------------------------------------------------------------------------------------------------

Posting my story here so that I'm using all available channels. Also, the three reps I'd been working with over email have gone dark since I mentioned the word "refund". So I thought maybe I could find some help here. I'm spending my last shreds of hope here, before all becomes darkness.

I ordered an XPS 8900 system on 10/15, and received it on 10/27. Within a couple hours of powering on the system, I got a BSOD that said "UNCORRECTABLE HARDWARE ERROR". I'm somewhat computer saavy but I had never seen this BSOD before. After using my other older computer (also a Dell - still works great) to research the issue, I determined that I did not have the skills to diagnose or fix whatever this might be (most resources said power supply issues, bad RAM). I did see that a RAM clamp was not fastened tightly, so I clamped it in. But no dice.

I called Dell and started the age old customer service tradition of, did I try restarting, yes I did. Yes, I tried restarting. Overall my experience was OK. Mostly I feel like there's one guy in any group of phone reps who actually knows stuff about these machines, and everyone asks him what to do. That's my theory, because after each answer I gave, I was placed on hold for several minutes. In the end, the decision was made to try a new motherboard. The conversation moved to email and a Dell authorized tech was scheduled to come out and install the board. 

On 11/2 the new board was installed, but the computer would not boot at all now. Before, it went to Windows but BSOD'd after anywhere from 30 min to 2 hrs. Never more than 2 hrs. The Dell tech spoke with customer care from my home and more parts were ordered - a cable and hard drive. A 2nd visit was scheduled for 11/5, after which the computer was still not functional. That same day I heard from a sales rep who asked if I wanted an exchange, to which I replied, yes, I would like an exchange.

The new computer arrived 11/17 and I sent back the broken one. I ran through Windows first time set up. As I prepared dinner, I started installing my programs and getting other stuff set up. Holding a pan of simmering taco meat (I use ground turkey, try it - it's great), something caught my eye in the periphery. I set down the pan and saw that the screen had changed to the BSOD. It said: UNCORRECTABLE HARDWARE ERROR. Yes, the new computer gave me exactly the same error.

Quick aside -  last night, 11/18 I received an email from the original rep asking if I ever got that hard drive and cable.

So here's the sequence of events that took place:

1. Original BSOD - UNRECOVERABLE HARDWARE ERROR on 10/27
2. First visit from Dell technician to install new motherboard (did not resolve issue) - 11/2
3. Second visit by Dell tech to install cable and new hard drive (did not resolve issue) - 11/5
4. Same day, heard from Sales rep regarding exchange 11/5. I replied I wanted to go ahead and exchange
5. Sales rep initiates exchange and new computer goes into production - 11/6
6. Receive new computer and pack up/send back nonfunctional one - 11/17
7. New computer is unpacked - 11/17 6:00pm
8. New computer gives same BSOD UNCORRECTABLE HARDWARE ERROR, 11/17 6:27pm while software is installing

And here are the steps to repro the BSOD on my system. Remember - this is right out of the shipping box.

1. Hook up my monitors, keyboard/mouse, network cable and the power cable provided
2. Windows 7 Pro first time setup
3. Install Google Chrome
4. Log into Autodesk account, download Maya installer
5. Begin Maya installation - never finished, BSOD

I have written back to the sales rep and the original rep requesting that we start the refund procedure. Normally the original rep would get back to me pretty quick, but not this time. And I asked the sales rep about a refund about two days ago now with no response. What are my other options at this point? My situation is this: I have spent a lot of money on something which does not work. What can I do about this?

105 Posts

November 23rd, 2015 11:00

Thrust on,

 You ordered a Windoes 7 pro machine and niw have a Windows 10 machine.  You may want to check out if Maya works on that as Adobe does not state compatibility with Windows 10 for any version of Maya

If you're buying a new PC, it is not meant to run on Windows 7, period.  The only new PCs sold with Windows 7 and meant to stay on Windows 7 would be corporate contracts.  Windows 7 is a 6 1/2 year old OS, obsolete, and is not compatible with most newer [internal] hardware.  While incompatible hardware will run, it will generally fault and you'll get a BSOD.  No hardware manufacturer of internal PC components still manufactures system critical components for Windows 7, due to limitations and performance.  This is especially true of graphics cards and other PCIe devices.

With that being said, the reason why Dell and other OEMs are still selling PCs with Windows 7 is not because they're meant to run on Windows 7, but because they're trying to get rid of their OEM contract keys.  This works out in the consumer's benefit since they don't have to pay for Windows 7 (unless it was Pro/Ultimate) and they're able to upgrade to Windows 10 for free immediately upon receiving their PC.

In regards to Maya, AutoDesk clearly states 2016 is compatible with Windows 10

105 Posts

November 23rd, 2015 12:00

...using some ghost image or something, that's probably why the previous system failed as well.

It's not a ghost image, nor even remotely similar.  SCCM [System Center Configuration Manager] is the corporate version of MDT [Microsoft Deployment Toolkit], the consumer version (which is free).  SCCM [or an equivalent] creates a ZT [Zero Touch] Deployment, WIMs the deployment, autoboots WinPE, and auto-installs Windows, drivers, and software, auto-rebooting when required.  Each system does not get a customized ZT Deployment configured for that specific PC, instead, a ZT Deployment is created for each model and configuration option for that model.  A barcode for that specific model and configuration option would be scanned, the ZT Deployment loaded, and the HDD sent along to be installed in the device.  ZT Deployments, at a corporate level, are generally done on bare HDDs, which are then installed in the system towards the end of the build process due to their fragility.  

  • My hunch is whomever made the ZT Deployment injected drivers into it that are not compatible with Windows 7.  It's a very easy mistake to make when using the Deployment Toolkit. 
    • This is the only plausible scenario for two completely different, new PCs having the exact same BSODs right out of the box.
    • Due to this, I encourage making Dell's Executive Resolutions office aware of this.  If you get the run around, let me know and I can provide you a more direct way to contact someone in their Round Rock office.  The consumer arm of the executive resolutions department is based out of their India headquarters, however their Round Rock headquarters will ensure they get in touch with you within 1 - 3 days

I haven't seen a lot of posts like mine about the 8900 failing people, I must have an unusual hardware combo or something. Or I have hardware that happens to need that broken driver.

There are posts about users with Windows 10 experiencing similar issues on other brand new machines... granted, not right out of the box though.  I cannot stress enough the importance of clean installing Windows 10 after upgrading to Windows 10 and verifying it's activated [this is critical, as simply doing a clean install, without first activating your hardware ID, will result in an inability to activate], and only installing CPU drivers from Dell, with all others coming from their respective manufacturers.

With regards to a broken driver, it wouldn't be the first time Dell failed to ensure their custom Windows 10 drivers work without critical issues for the component they're for.  Dell's drivers, like any OEMs are custom drivers that are normally rigorously tested to ensure no critical failures exist, however there are Dell driver packages for Windows 10 that contain Windows 8 sys files, and because system critical [anything attached to the motherboard] Windows 8 drivers are not compatible with Windows 10, these files result in instability and BSODs.  Broadcom/Dell Wireless ac Wifi drivers for Windows 10 fall into this category.

105 Posts

November 23rd, 2015 12:00

Since this was brought up a few times here and there, a quick FYI:  Most programs not compatible with Windows 10 can be run in compatibility mode for whichever OS they were designed for (going as far back as Windows XP).  

  • This obviously does not apply to programs [such as internet security software, antivirus, anti-malware, 3rd party firewalls, GUI modification software like WindowBlinds, etc) requiring deep hooks within Windows.

November 23rd, 2015 13:00

ThurstonFarnsworth
...using some ghost image or something, that's probably why the previous system failed as well.

It's not a ghost image, nor even remotely similar.  SCCM [System Center Configuration Manager] is the corporate version of MDT [Microsoft Deployment Toolkit], the consumer version (which is free).  SCCM [or an equivalent] creates a ZT [Zero Touch] Deployment, WIMs the deployment, autoboots WinPE, and auto-installs Windows, drivers, and software, auto-rebooting when required.  Each system does not get a customized ZT Deployment configured for that specific PC, instead, a ZT Deployment is created for each model and configuration option for that model.  A barcode for that specific model and configuration option would be scanned, the ZT Deployment loaded, and the HDD sent along to be installed in the device.  ZT Deployments, at a corporate level, are generally done on bare HDDs, which are then installed in the system towards the end of the build process due to their fragility.  

  • My hunch is whomever made the ZT Deployment included drivers into it that are not compatible with Windows 7.  It's a very easy mistake to make when using the Deployment Toolkit. 
    • This is the only plausible scenario for two completely different, new PCs having the exact same BSODs right out of the box.
    • Due to this, I encourage making Dell's Executive Resolutions office aware of this.  If you get the run around, let me know and I can provide you a more direct way to contact someone in their Round Rock office.  The consumer arm of the executive resolutions department is based out of their India headquarters, however their Round Rock headquarters will ensure they get in touch with you within 1 - 3 days

ThurstonFarnsworth
I haven't seen a lot of posts like mine about the 8900 failing people, I must have an unusual hardware combo or something. Or I have hardware that happens to need that broken driver.

There are posts about users with Windows 10 experiencing similar issues on other brand new machines... granted, not right out of the box though.  I cannot stress enough the importance of clean installing Windows 10 after upgrading to Windows 10 and verifying it's activated [this is critical, as simply doing a clean install, without first activating your hardware ID, will result in an inability to activate], and only installing CPU drivers from Dell, with all others coming from their respective manufacturers.

With regards to a broken driver, it wouldn't be the first time Dell failed to ensure their custom Windows 10 drivers work without critical issues for the component they're for.  Dell's drivers, like any OEMs are custom drivers that are normally rigorously tested to ensure no critical failures exist, however there are Dell driver packages for Windows 10 that contain Windows 8 sys files, and because system critical [anything attached to the motherboard] Windows 8 drivers are not compatible with Windows 10, these files result in instability and BSODs.  Broadcom/Dell Wireless ac Wifi drivers for Windows 10 fall into this category.

Thanks for the behind the scenes info JW, that helps explain how something like this could happen. I am giving the PC til the end of the day before requesting the refund get cancelled. I went home for lunch and checked it, it was still fine. Opened up a sample UE4 map and let it play in the viewport, so it's using the game graphics component to the GPU, and set up another 1000 frame Maya render. I monitored it for a little over an hour, everything's running smoothly and the CPU temp hovers between 40-60.

I definitely would want to notify the right people about what happened here, so this information gets where it needs to be as quickly as possible. To be able to help other people fully avoid this situation would be the perfect conclusion to this whole ordeal. My plan is to summarize in a paragraph or two, then link this thread, and see if I can dig up one of the crash dumps. What Dbark found seems highly relevant as well.

I cannot stress enough the importance of clean installing Windows 10 after upgrading to Windows 10 and verifying it's activated [this is critical, as simply doing a clean install, without first activating your hardware ID, will result in an inability to activate], and only installing CPU drivers from Dell, with all others coming from their respective manufacturers.

Finally I can safely say I followed these steps exactly. I also created a system restore point, did Windows Update, reboot. THEN installed my programs.

The only other question I have left is if you think I'm good to use the 2TB drive? I haven't had a chance to run TestDisk today because I'm at work, was going to run it tonight if you think it's necessary. That was the drive I accidentally set to GPT, it's purely my storage drive, not a boot drive. I didn't get an email notification that you posted the testdisk instructions, so I ended up using WinX to reset it to MBRBasic and reformat. Seems fine and Win 10 sees it. But when I saw your email this morning about not writing anything to it in red I stopped everything and haven't touched it.

105 Posts

November 23rd, 2015 16:00

If you feel like it, you can download the Windows 10 ADK, install Windows Performance and Assessment Toolkits and stress test the PC.  I've never utilized that portion of the ADK, but there are technet articles that can walk you through it.

For some reason my post about TestDisk was flagged and not approved until this afternoon by a moderator... I have no clue why.

You only need to use TestDisk if you want to recover the information that was on the drive's mbr partitions prior to accidentally converting it to GPT.  I would recommend converting it back to GPT if you don't need the information on the lost partitions, or once you recover the partitions, backup the files to a different drive, convert the 2TB to GPT and copy it all back.

  • MBR is obsolete and should no longer be used if you have UEFI firmware.  MBR is limited to 4 partitions only, whereas GPT has no limitation.  GPT is the format standard and is a better format altogether.

Windows 10 Toolkits can be found here

105 Posts

November 23rd, 2015 17:00

No problem at all... I'm glad everything is finally working out.

Yep, that's exactly what you would do.  If for whatever reason it doesn't allow you to, you can use the diskpart commands in the clean install post.  If you simply type diskpart (or any command line program name) into Cortana, it'll auto open an admin command window for you

While slightly off-topic, but a few points that'll save you some time:

  • Speaking of Cortana, once you get use to it and customize it for you, it's a phenomenal feature and comes in quite handy
  • When you have some time one afternoon, it'll make your life easier if you clean up the All Apps start menu list and customize it for you
    • Unfortunately, you lose folder hierarchy in Windows 10, whereas previous start menus allowed you to have many different folder hierarchy levels within the All Programs list.
    • All users' Start Menu folder is located: "%ProgramData%\Microsoft\Windows\Start Menu"
      • Anything in this folder shows up under every user's account
    • Your user's Start Menu folder is located: "%AppData%\Roaming\Microsoft\Windows\Start Menu"
      • Anything in this folder shows up only when logged in as your user
    • Do not move or delete non-folder items, as this will break your start menu.  
    • If you don't like the new smart start menu, which can be resized smaller, and prefer the Windows 7 style, Stardock's Start10 is a great replacement.  

November 23rd, 2015 17:00

Thanks for all the info. I'll give the ADK stress test a whirl this evening.

Regarding the 2TB drive, sounds like I can go back into WinX, right click the disk in the bottom pane, select convert to GPT, and reformat in the dialog boxes that appear. It had absolutely no data on it, so I'm not too concerned about any sort of recovery.

Thank you all for your help with this very puzzling and frustrating issue. I still want to do a little testing but hopefully the worst is over. I'll put together an email for Executive Resolutions regarding the issue, and add JW's steps which seems to be the fix. I think Dbark might have found the exact driver at fault, so I'll also mention that first, and recommend they re-test them all. Currently I see that Broadcom device listed in the Device Manager, but I guess it's whatever driver Windows Update pulled for me, since I skipped the Dell version.

November 23rd, 2015 18:00

Excellent, thanks for the extra info! Should make the transition to 10 easier. I'll also keep this thread updated if I hear any news/info from Executive Resolutions regarding the issue.

135 Posts

November 23rd, 2015 23:00

Jw,

That is loopy.  You say no new PC of is meant to run Windows 7 and you say Dell sells new machines with Windows 7...  Which contradicts your first statement.   Circular logic there.  Makes no sense.  I have scores of these XPS 8900's running Windows 7.  If they are not 'meant to run Windows 7' they are doing a pretty good job pretending to do it. Lol.

105 Posts

November 24th, 2015 02:00

I encourage you to re-read my post... New PCs are only being sold with Windows 7 due to Microsoft offering free upgrades to Windows 10 to anyone with a valid Windows 7/8 product key.

  • Case in point: Dell, like all OEMs, only started offering to sell new PCs with Windows 7 again AFTER Microsoft announced the free upgrade for the 1st year, and only when doing so would put the PC in the consumer's hands as close to the Windows 10 RTM date as possible. 
  • The only PC series Dell was actively selling Windows 7 on [that I'm aware of], prior to the free upgrade to Windows 10 was announced, was Alienware, and this was phased out after 8.1 was released.

Simply because they can run Windows 7 does not mean they're being sold with the intent of consumers actually running Windows 7.  I'm not going to entertain a debate on the absurdity of running a 6.5 year old OS that's obsolete, especially when critical hardware components like graphics cards are not made with Windows 7 in mind (of which is unable to run DirectX12).

  • There are a handful of situations when running a prior OS would be necessary, usually involving corporate computers or with very specific complex software.  Most consumer software can run in compatibility mode
  • This being said, there are a minute percentage of users that don't like change when it comes to their OS [not intended as a judgement, simply an observation], however most don't fall into this category.  99% of users purchasing a new PC with Windows 7 have no intent of running Windows 7.

If you'd like to understand why OEMs are selling PCs with Windows 7, I'd encourage you to research OEM Microsoft contracts for a more thorough understanding.

105 Posts

November 24th, 2015 04:00

As I said, I'm not going to debate it with you... you're welcome to your opinion.  Have a great day =]

In regards to 

Something is missing from his story as to why he encountered BSOD on two separate machine 'right out of the box' as he states.  He must have installed something that seemed trivial but stopped the machine dead.

As I've stated multiple times, there has been at least one instance where Dell and Broadcom both included Windows 8 sys files in with Windows 10 system critical drivers causing instability and repeated BSODs every 15 - 60 min... it's not improbable this is also what occurred with the ZT Deployment of the 8900 with the configuration he ordered.  

If he's stated he didn't install anything and this occurred right out the box, then you should take him at his word unless there's evidence to the contrary. To suggest otherwise about any user who's delved this deep into troubleshooting their issue is disrespectful and hubristic.

  • When you buy a new PC direct from an OEM, that PC has never been booted before, as the ZT Deployment WIMs are thoroughly tested before being green lit for mass production.  More likely than not, a minor driver update injection was probably performed and either the wrong drivers were injected or drivers containing Windows 8 sys files were.

105 Posts

November 24th, 2015 04:00

Correct... but telling an end user their lying about their own experience with their PC doesn't fall into that category.  I don't know if you're simply looking for an argument as entertainment or simply straight bonkers... either way, best of luck to you. 

135 Posts

November 24th, 2015 04:00

It only becomes a 'debate' if you keep replying.  And replying that it is not a debate is a debate.  It is the same sort of logic as saying no new machine is meant to run Windows 7 and then saying how new machines are sold with Windows 7.  Illogical.

135 Posts

November 24th, 2015 04:00

Dell would not sell Windows 7 if it did not run on these systems.  They create and test drivers for compatibility. People buy it for compatibility with software that has not yet been published for Windows 10 (in my case it was VPN software used for secure connections to various banks).  Other people are motivated to buy it for similar reasons.  Some simply dislike Windows 10 and consider it spyware (if you ever read the Windiws 10 license you may be shocked to learn what you are agreeing to when installing Windows 10 - but that is a whole other discussion).  But it all comes down to the fact that Windows 7 is sold and works on the XPS 8900 despite your feelings otherwise.  This user had an unusual experience.  Something is missing from his story as to why he encountered BSOD on two separate machines 'right out of the box' as he states.  He must have installed something that seemed trivial but stopped the machine dead.  It reminds me of the Vostros 430 that would BSOD if you started it with a Blackberry connected to the USB port.   That would leave people scratching their head... And when I was asked to look at it I simply unplugged the Blackberry and it started normally the system must have tried yo boot from it but the blackberry had unexpected software on it).  Would be interesting to know what caused the problem here but we will likely never know.  I highly doubt Dell is shipping multiple units with corrupt drivers.  This fellow had two machines in a row with the same BSOD problem.  Very fishy, but certainly nothing to do with it running Windows 7.  

135 Posts

November 24th, 2015 04:00

Gosh, for someone that says he is not debating it sure seems like you want to with your constant replies.

Not 'simply looking for an argument' but rather simply correcting what I feel are statements based on feeling rather than fact.  The fact being that Windows 7 is sold on new machines, and it is purchased that way not just out of feeling of nostalgia but out of necessity since not all software used in the world runs under Windows 10.  

Also nobody called anyone a liar here.  I expressed my sense that something was missing from this story.  That does not suggest that anyone lied, why would they lie when they come here to try to solve a problem with their computer?   Why someone would think that meant lie is peculiar.  Omission of fact is not a lie, it is an omission. 

Hopefully you really will just let this die and not try to not debate any further.

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