XPS 15 keeps shutting down randomly

Question

My Dell XPS15 keeps randomly shutting down and has the error code 'clock watchdog timeout.' This has been going on for two months now. It reboots itself at least twice a day usually. I tried to change the BIOS settings to one that would run through more operations before turning on to avoid this issue, as well as run an update on the firmware. This has helped a little but not entirely. When my XPS 15 randomly decided to stop working today, the blue screen it flashed did not contain an error code at all but said:  'Your device ran into a problem and needs to restart. We're just collecting some error info, and then we'll restart it for you.' I let this stay on the screen for a continuous five hours while plugged into its charger before I manually restarted it. Every time before it shuts down, I notice that the mouse stops moving, and my touchscreen has no effect on closing unwanted tabs. What will permanently fix this issue?  Do I have faulty RAM that can be fixed under my warranty? I am a college student and not being able to use my laptop is very frustrating. Please let me know what steps to take as soon as possible. Thank you.

DELL-Jesse L · Answer

Alexis H,

To receive assistance from Dell support, they need to verify the warranty status and ownership. Click the "Get help now" icon on the
right to start a live chat session. Provide to them the private Service Tag and all of your troubleshooting.

XPS

Was this post helpful?