XPS 8940, intermittent freeze, possible solution

What BIOS are you on?

V2.10.0 is working well for me? No lock-up since 10/15, and even that one wasn't a total one. Happened during an install of an NVidia drivers. Install completed, could NOT close the window, but the rest of the OS worked. Could not shutdown to reboot the XPS though and had to use the power button. Weeks later another Nvidia Driver install had no problem?

I has a few motherboards replaced on my XPS, never fixed it either.

My 8940 has had every BIOS since 2.3, and has frozen on all of them. Some versions seem better than others. 2.3 works pretty good, but I still got a freeze within a week after downgrading back to 2.3 recently.

Currently my 8940 has 2.10 and it freezes about once a day. Sometimes it can go a couple of days with no freeze.

I have been reading many threads on this freezing problem as I am also suffering through the lack of help from Dell. I am a novice so I have remained quietly in the background. In your post of 11-06-2022 07:53 you mention something I've been wondering about for some time now. Have these many months of lock-ups been a result of a Dell BIOS problem? Or a result of an NVIDIA driver problem? My friend John and I both bought 8940s at the same time. I have had continuous problems but John has not had a single lock-up. I visited him to get a first-hand look at his setup and the ONLY difference I can find is that he has, and has always had, his monitor plugged in to the onboard video output. My final resolution was to load V2.3.0 BIOS. I have not had a single lock-up in this condition. My present condition remains BIOS V2.3.0 and NVIDIA driver 512.77. Two days ago I loaded GeForce Experience and it notified me that a new driver (526.86) is available. I am a little more than apprehensive to try updating both (2.10.0 and 526.86) at the same time because I realize I know just enough to be dangerous so, for now, I will continue to sit back and read what you, who are much more knowledgeable, come up with. Thank you all for teaching me so much.

The root problem of going back to V2.3.0 is that the Intel Management Engine does not get back-leveled. It stays at the newest level you  had installed. That causes a code mismatch that could explain why older versions will freeze.

Did you notice this about V2.2.0:

==========

Once the BIOS is upgraded to version 2.2.0, you cannot downgrade the BIOS to earlier versions. BIOS downgrades are restricted when there are security updates and important fixes with earlier versions that impact the functionality of the system.

===============

That means once you do any above V2.2.0 you can't go further back and more recent versions also include all of V2.2.0.

That could probably explain why you have a problem on V2.1.0 even.

I'd suggest using the latest and 'living' with it. Weeks of working fine since doing that. Last one on 10/15. Had reasonable time between lock ups on V2.9.0 as well.

Yes, using the Intel built-in HD750 iinterface works fine. Even with the Nvidia card installed and NOT disable in Device Manager or BIOS.

I'd assume most of us who bought the Nvidia card did it to use it. My Dell monitor (32 inch) runs at a resolution of 3840x2160 and the HD750 does support the same but the performance of the RTX2060 is quite a bit better, see this web site for comparison, https://gpu.userbenchmark.com/Compare/Nvidia-RTX-2060-vs-Intel-UHD-Graphics-750/4034vsm1498842  and of course, the RAM on the Nvidia card plays into that equation as well.

Dell, has tried a variety of things, but so far, I do not think they have reproduced the problem? Until they do, only by 'accident' will this be fixed. However, of all the BIOS releases, for me V2.10.0 is by far the best.

Update = After completing troubleshooting, a DELL-Cares agent setup service.

Thankyou!!!

You think we could get Dell to read this???

@Rich_G ,

Post before you IS Dell...

They know, just can't seem to totally resolve the problem.

However, with BIOS V2.10.0 I've had good success. Only 2 lock ups and BOTH were when using GEForceExperience to update the Nvidia driver. Otherwise weeks in some cases of no lock ups.

No one has taken credit for fixing the problem or even acknowledging they are working on it though.

Since the problem started with BIOS V2.4.0, then it has to that that code and any Binaries included (Intel Management Engine ???) with it are at least partially the problem. Only happens on systems with Discrete Nvidia cards on 8940's it seems, so that code works on other 8940's OK.

Greetings,

I've been having a similar issue. XPS 8940 freezes every 1-3 days, randomly. No remedy except holding power button to power system down and then restart.Been happening for several months. No memory.dmp is generated. Nothing of note in event viewer.

I recently reset windows 11, which essentially removes all installed software. Afterwards, i went almost three days without a freeze, but now has happened twice on back to back days. The only difference after the Windows reset is that now, upon restart, it powers up normally - whereas before, there was a blue screen that noted that windows had been shutdown incorrectly (or something of the sort) and i had to click a button to initiate restart.

Here's my system config:

• XPS 8940 Standard
• Intel core i7 11700
• 2 sticks 8G RAM (16G total) micron - came with machine
• GeForce GTX 1660 tI - 6GB
• Driver Game Ready 526.98 (after last freeze installed studio 527.56)
• Bios v 2.10.0
• Three Monitor setup (various brands)

It's an odd problem, being so intermittent and random. Any thoughts based on this behavior and setup?

About all I can tell you @Jurn is "Welcome to the club".

As you can see from reading this subject and many others like it, there are a lot of thoughts and theories, but not sure cure.

It all started with BIOS V2.4.0, and the frequency of lock ups changed with each later BIOS release. I was 'almost' rock solid for weeks lately. Only had 2 lock ups, and both were when GeForce Experience installed a new Game Ready Driver. Last time though it did not. However, just yesterday I had a lock up. That was about 2 weeks since the last one.

I am now on Game Ready Driver 527.56 that was released on 12/08/2022 which I applied the day after it happened.

Prior to the lock-up, the night before I got some Windows Updates. Thinking it could be associated, I opened GeForce Experience and saw the new driver and installed it. I don't think the new driver really was due to MS fixes that would appear, but I didn't care to stay on the old one just in case there is some association.

No, I do NOT think there is a fix in doing this, but who knows.

Dell supposedly IS aware of this problem, but I've seen NO announcement that it is resolved... I suspect all that one can do is keep the BIOS versions recent and go to the latest Nvidia drivers. From my experiences, both the Studio and Game Ready have the same lock up issues.

Don't want any lock ups, used the Intel HD750 internal adapter or get an AMD card.

Went almost 5 days without a freeze...then 2 today - 3 hours apart. Completely random and maddening.

Has anyone replaced the motherboard with one different than the Dell provided board? I'm wondering if different BIOS flavor would alleviate this issue...

Thx Jurn

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@Jurn wrote:

Has anyone replaced the motherboard with one different than the Dell provided board? I'm wondering if different BIOS flavor would alleviate this issue...

---

Yes and No..

Dell put 3 different Motherboards in my XPS8940. All 3 did NOT fix the problem.

Right now I am using motherboard Product 0427JK and BIOS 2.10.0. Still get random lockups, but far apart.

These are the possible motherboards Dell has shipped in the 8940, depending on when and where purchased:

KV3RP Foxconn 02012PQ00-600-G, Released July 9, 2020
2W4W1 Foxconn 02012TA00-600-G, Released December 1, 2020, Brazil only
F1H92 Foxconn 02012YJ00-600-G, Released March 15, 2021, Brazil only
427JK Foxconn 02012VY00-600-G, Released March 15, 2021
K3CM7 Foxconn ??, Released July 14, 2021

Dell did try putting KV3RP in my XPS but it would not boot. I originally had the K3CM7 as I bought mine late in 2021 and they thought at first that was a possible reason for it.

Depending what BIOS you have installed, there is no way to avoid the problem. The BIOS has at least one included component, the Intel Management Interface. It does NOT allow back leveling, that is once you install a BIOS that updates it, it can not be set back to an older version that IS included in an older BIOS.

BIOS V2.4.0 started the problem, and for a release or two after that, you could install V2.3.0 over them and you'd be OK. However, I recall as of V2.6.0, and after that installed V2.3.0 over them would still fail.

Right now, V2.10.0, at least for me, allows me the most time between lock-ups.  I can go weeks without one, and then it happens, and sometimes I can only go a day or two before it happens again.

Also, when it happens, depending what is OPEN, you can have some corruption. I've had programs lose settings, and my Firefox profile had some corruption in it, like the saved cache. I'd have problems with web pages and find I have to open settings and clear the cache and saved logins. Same for a few other programs. Worst part, corrupt is needed file that is being written at the time and if it is a Windows one needed for boot, you could be looking at an OS install.

All 'we' can do it install the latest BIOS and hope for the best.

This has been going on for over a year now with little relief.

Want to play it 'safe', use the on-board Intel HD750 adapter, that or buy a non-Nvidia one and install it. First choice may not be good if you needed the more powerful Nvidia card, and the second could be expensive.

No easy solution though.

Good luck.

If you DO discover a 'fix' (some OS or BIOS setting), please post it on the forum.

It took 6 months, but support finally resolved it for me.
I initially had the freezes last summer after updating the BIOS on an 8940 with an i7 and a GeForce 3070. Support replaced the motherboard. Then the SSD. Then the graphics card. I said it was happening again and they said it was software, how? It has had a new SSD and multiple wipes. She was adamant that since the garbage diagnostic tool didn't find anything it couldn't be hardware. I contacted my business dell rep. She got me in touch with Pro Support. Since I only have basic she said she couldn't help unless I paid to upgrade to pro. I said "There's no way I'm giving you more money when I already paid a fortune for the machine and the 3 year support". She assured me that pro support was more skilled and faster. I don't need faster, I need a resolution. I offered a few.
1. Replace with an equivalent ATI card (since this is NVIDIA only).
2. Give me $250 for a new case and a new motherboard and I'll fix the thing myself. That's less than I paid for the support.
3. Find me a motherboard from another line and another case if it won't fit.
4. I will endlessly send this in for repair. I'll leave it running 24/7 and when it crashes I'll send it in again. On and on for the next 3 years until you've sunk so much money into it, I feel like I've reclaimed what I paid. Everyone else online give up. I won't out of spite. The back and forth and repairs has already cost you as much as I paid for the machine, now I'll just keep going until the time is up.

They had me send it in again and replaced the CPU. Shockingly, it froze again within 24 hours. I finally went the spiel again and they offered to send me a refurbished XPS 8950. I agreed except they wanted to couple an i7 and a 3070 with a 450W power supply. I raised a concern. They came back and offered to send me an XPS 8950 with a 12th gen i7 (mine was an 11th) a 750W power supply (mine was 500W) and a 3090 (mine was a 3070). Wow, quite the upgrade. And the thing doesn't freeze. Basically, don't give up. Took months and months but I have a functional computer. I will never buy another Dell.

I have a Linux system and have had the lockup problems as well.  At first, very frequent, then diminishing with a change back to BIOS 2.2, but still present and random and annoying and once did enough damage to make a complete reinstall of Arch (Linux) necessary.

But now my "fix" has been to turn off Turbo in the BIOS.  This has given me four months so far without a lockup.

However, is this really a "fix"?  No.  At best it's a workaround.

With this "fix" I'm accepting reduced performance on a machine I paid a pretty penny for, and waited  two months for it to ship.

Also, since I (or anyone) can't say what's really the root cause, I can't say that the "fix" is really a "fix" --- and though I am stable for four months, could the next lockup be 90 seconds away?

Dell has clearly stonewalled and now with the 8940 being an "older" machine in the scheme of things, I seriously doubt if they'll ever get to the bottom of this.  I wonder if they are even trying any longer.

I sure wish I could have pulled off what you did. Fantastic.

Maybe you made yourself a pain and had paid for 3 years of support that has something to do with it.

Me, not so lucky. I had video card and 3 motherboard replacements. Never fixed it.

Asked for another video card, and ATI similar to what I had. 3 people told me NO DICE. Only can replace what you ordered.

Last 'offer' was to 'capture' my XPS, but the terms I would not meet. Not really the replacement as it would be refurbished as they no longer we selling the 8940, but it would have included what I have or better and I could make a choice to get a different one if it wasn't good enough on parts (i.e, a lesser CPU, SSD, etc.).

However the stopper was I could NOT delete anything. I wasn't going to do that with the browser capturing passwords, single use license programs on it, personal data. etc. No waiver of that, I wanted to wipe the system clean. So I declined.

I had about 6 months under warranty when it started to lock up, so I didn't have a lot of time to call it in and support.

I''m pretty sure DELL Support does know of the problem, but they play dumb. Maybe hoping at some time it will go away or people give up. Dell surely has not stepped up to the plate (willingly to help us with the problem). It a shame, they used to be a very reliable company.