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September 3rd, 2019 10:00

After Dell Update, XPS 15 (9560) freezes at Dell logo on start-up

Hello! Four days ago, I used the "Dell Update" application to update everything in my system. Many updates occurred (as I had not done it in a few months). Since then, my Dell XPS 9560 does NOT properly start up.

Specifically, if I close my laptop lid and re-open it, it will get stuck on the black screen (with the Dell logo) and it will NOT proceed. The circle with the moving dots (below the logo) will NOT appear. I have to reboot to fix this issue (manually holding down the physical button). It boots up the second time. This happens over and over.

I've already put in a Dell Support request and ran the F12 Diagnostics - the results of these tests are below:

https://imgur.com/phtRTHO

https://imgur.com/LFCs8mn

After I showed Dell Support these outputs (from the Diagnostics), they said: "We received your request for the issue reported and have identified this to be a Software related issue."

This seemed obvious to me because this only started happening immediately after I ran the "Dell Update." 

Does anyone have any idea how I can fix this? Thank you! 

(Specs: XPS 15 9560, BIOS Version: 1.16.0, BIOS Date : 7/26/19, Microsoft Windows 10 Home, Intel(R) Core(TM) i7-7700HQ CPU @ 2.80GHz, SSD: PC300 NVMe SK hynix 512GB, NVIDIA GeForce GTX 1050).

October 25th, 2019 01:00

Well I'll take that back, it worked for a day then back to freezing up.

October 30th, 2019 21:00

Same problem for xps 7390 2 in 1

Method 1 doesn't work at all

I just use hibernate instead of sleep for now in all settings. Hope the real solution come out ASAP.

October 31st, 2019 01:00

Method two this time and one day later its still working. Fingers crossed.

1 Message

November 14th, 2019 05:00

I've got the exact same problem. Turning off fast start doesn't fix it for me. Also started after a system update . Really really annoying problem. 

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109 Posts

November 22nd, 2019 16:00

Hello,

Since we have not received a reply from you, we are closing this case. If you decide to continue at a later date, you will need to start a new thread.

 

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