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XPS 17 9700, dies during sleep, Caps Lock LED on
Since about two weeks back I noticed that my XPS 17 9700 was dead from time to time and that it always had the Caps-Lock light lit. The screen completely black and no signs of life at all.
After a hard reset (holding Power button for a few seconds) and then starting again it always goes to BIOS Memory test. I've run the memory test 2-3 times (takes 188 min!) but it is not reporting any errors.
After the memory test page it restarts and then goes to the "Windows couldn't load" page and I get the option of "Advanced recovery options" or Restart. Choosing Restart it most often comes back to the "Windows recovery" page 2-3 times before it decides that Windows is indeed OK and will load...
Hardware scan comes back OK and all the drivers, Windows are up to date.
There's no crash log (BSOD) and no hints in Event viewer other than "the previous shutdown at ---- was unexpected".
The "deaths" are "random" in time. E.g. yesterday at lunch I was away for maybe 40 minutes and it had died during that time but tonight I got the "the previous shutdown at ---- was unexpected" at 02:37 (that's 2:37 AM for you US people) and I quit working around 19:00 (7 PM) so the time between me leaving it and it dies varies a lot. It does die most nights now though, the last 8 nights it has dies 6 times and made it 2 nights...
I have ProSupport but the only thing I got from them (one chat and one phone call) was that since the diagnostics isn't showing anything they can't help but they suspect some driver is killing the laptop. According to the support guy I talked to the Event log notice about the "unexpected shutdown" happens because I do the hard reset but I sure as heck wasn't up at 02:37 restarting my laptop! That he didn't listen to though and said the event logs are not really useful. And I, who had some notion that the ProSupport was supposed to actually do some fault tracking or something but unless there is an actual hardware error it seems it was money down the drain.
Any pointers?
AndWaz
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September 20th, 2021 06:00
Fingers crossed!
I updated to the latest BIOS upgrade (v1.9.2) last week (Wednesday I think it was) and changed from having my system hibernate to the original "sleep" instead.
It seems to be working now after the BIOS upgrade and I have had no more "deaths" with the Caps-Lock light lit...
DELL-Jesse L
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September 20th, 2021 07:00
AndWaz,
Thank you for the update. Let us know if the issue returns.
All, be sure to update to the latest BIOS 1.9.2 and Intel RST (Rapid Storage Technology) 18.0.3.1148 driver. Then retest.
mrtoolbelt
10 Posts
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July 1st, 2021 05:00
As indicated on the other thread:
https://www.dell.com/community/XPS/XPS-9700-crashes-during-sleep-multiple-devices-are-the-cause/td-p/7867464
My problem is IDENTICAL to yours. 'caps lock' keyboard key light and all. Came on and progressed in virtually the same manner. My next step is to apply the DELL support recommendation to refresh Windows. I will post on both threads if this resolves the issue or not. Please post your resolution when you get there and I will do the same.
GOOD LUCK!!!
segd
1 Message
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July 1st, 2021 09:00
My one week old XPS 17 9700 has a very similar problem. Two remote control sessions with Support failed to resolve the issue. They ran hardware diagnostics and did some Windows updates to no avail. For what it is worth, I by-pass the memory diagnostic and Windows won't start problem (usually) by following this procedure. When I see the CapsLock light on, I know it is dead to me. I hold the power button down for 5 seconds until I see the light going off and I can hear the cooling fan stop, so it is totally shut down. Then one brief firm press on the power button, and it starts to reboot in the POST routine, facial recognition lets me in and I am good to go until the next "crash."
Question: Which event log did you check?
CJB-Dell
8 Posts
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August 28th, 2021 08:00
I've been having the crash while sleep issue on my XPS 9700 since March. I just installed Dell BIOS 1.9.2 for the XPS 9700 (released 26 Aug 2021) and that appears to have fixed my sleep issue. https://dl.dell.com/FOLDER07633965M/1/XPS_17_9700_Precision_5750_1.9.2.exe
CJB-Dell
8 Posts
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August 29th, 2021 06:00
Nevermind - crash during sleep still occurs with the latest BIOS, just not consistently.
jtroia
3 Posts
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August 31st, 2021 17:00
Same exact problem. Does anyone have a docking station or other USBC peripherals connected? I do and I am wondering if it is related to that.
Every morning if I don't shut down I come to the office and have a caps light on and dead PC. Power down and back up and it asks me if I want to run diagnostics. I say no and I'm off.
Walms1
2 Posts
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September 3rd, 2021 19:00
Same exact problem here.
DELL-Chris M
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September 7th, 2021 06:00
All must reply to the private message sent by DELL-Cares with the private XPS 17 9700 service tag number.
The XPS 17 9700 Caps Lock LED is not a diagnostics LED.
Are you saying that the Caps Lock LED is off, the XPS 17 9700 is connected to the external AC power adapter, XPS 17 9700 enters sleep, Caps Lock LED then turns on and XPS 17 9700 is locked up? At this point, what is the status of the System diagnostic LEDs?
AndWaz
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September 7th, 2021 07:00
Dear DELL-Chris,
As I have reported this to Pro support twice I think I have reported it enough...
As for the Caps-lock light, what happens is that I leave my laptop for a while and it goes to sleep (or rather is supposed to go to sleep).
When I come back to it the Caps-lock light is on (it was off when I left the computer) and it is completely dead otherwise, no other lights on.