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Dell g15 5525 freezing
Hello everybody.
Sorry in advance in case I didn't use the correct section, I'm quote new to the forum itself.
I bought my Dell last week of November, and since them I've experienced this problem like 2/3 times.
It's a win 11, Ryzen 7 model, with a 3060 on, and I've basically tryed out all the hardware diagnostics without real results (all were passed with positive results). All my drivers are also up to date.
What happens is that my PC would freeze, no bsod or error whatsoever. If I would happen to be in a discord call, I'd still be able to hear the others, but won't be able to talk.
I'm not really sure on what to do anymore, hope somebody can help
Tatolino
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December 12th, 2022 12:00
You should go ahead and uninstall both the apps, one is likely to be the first/original version which was replaced along the way (around 1 year ago) by a new and improved -lol- release. You can probably still run either, though the old one probably won't detect some of the latest updates... I mean... Dell's heart was in the right place, they are trying to offer bug early-detection, drivers update and online support all in one app, but it would need much more polishing to effectively merge with Windows utilities and not constantly clash with them, this way it just isn't working.
It could have something to do with the audio driver, would you mind going to Device manager > Sound, video and game controllers and make sure that the driver installed for the Realtek high definition audio is the 6.0.9414.1 release?
Then check for any Realtek app installed, it should come with Realtek audio controller preinstalled, as well as Dolby Audio and possibly IntelliGo audio. Try and reset them all, remove any kind of special effect, sound enhancement, try the simplest setup possible, like a basic 2.0 stereo or headset. By the way, if you're using a USB headset set it aside, because USB headsets use their own integrated DAC (like a whole different audio chipset) which could be the actual culprit (bypassing the main audio chipset).
Lastly, if you have half a mind to reinstall Windows... don't let me hold you back haha And if/when you do it, this time don't rely on Dell OS Recovery tool: create a Windows Installation media using the official Microsoft tool, and reinstall everything from scratch. Don't install any Dell app except for Dell Update, go to the drivers page for your laptop and install everything you need, in the following order:
By the way, when you are about to reinstall the OS (and only then!), enter the BIOS and make sure that SATA Operation is set to AHCI, not RAID or anything else, otherwise you will likely need to install the Intel RST driver during the OS installation (or it won't detect any connected drive), which can be quite annoying...
Tatolino
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December 12th, 2022 06:00
Uhm it's really hard to tell. It could be caused by a crashing nVIDIA driver/process, but normally it would give you a BSOD and we would end up having a nice little minidump file to analyse, which would be way easier.
On the other hand, quite a few users have been experiencing this same issue while using Discord, laptop freezes and they are left hanging with just the voice of their mates in the headset, suggesting it could be a problem with Discord, perhaps some audio setting is triggering the crash... Do you happen to know if Discord was active and running each time this issue occurred?
If I were you I would try lowering Discord audio settings as much as possible, removing any kind of unnecessary option: voice will probably sound worse but if the system stops freezing then you will have found the culprit.
Then I would do one simple thing, something I always suggest to every new Dell owner: remove SupportAssist! All it does is scanning your laptop when you least exåect it, it consumes loads of resources for no reason, and it's one of the major causes of BSODs. You can install Dell Update to keep drivers updated, and if you ever want to run diagnostics on your system you can easily do it by pressing F12 at Dell logo when you turn on your computer to access the preboot menu.
Last thing you should check is that both the integrated and discrete gpus are updated on the last driver release distributed by Dell, not AMD or nVIDIA. Very important. If you see a different/newer release, uninstall it with DDU and install the correct one(s).
AlexDelG
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December 12th, 2022 08:00
Thanks for the prompt answer!
So, 2/3 times there was discord up and running with me in a call, while the third one I was actually in a videocall on WhatsApp (windows app) so it could actually be related (?).
For the SupportAssist matter, should I uninstall "SupportAssist" or "Dell SupportAssist"? I've got both installed as it seems...
Last thing is: I actually thought that it could also be related to some Windows11 mubmbo jumbo, and was thinking about uninstalling and reinstalling it.
AlexDelG
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December 18th, 2022 00:00
I've tuned down all the audio specs in the audio apps you pointed out and, for now, it seems that I didn't experience that issue anymore (in the middle there was also a Windows11 update so, who knows?).
Thanks again for the assistance, I'll let you know in time if the problem was definitely solved!
Tatolino
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December 18th, 2022 01:00
I'm happy to hear that!
Yes please, do keep us posted, I am sure this will be useful to other users.