I would request you to run a test on all the hardware components of the system. Please shut the system down completely, then at start up, that is at dell logo tap the F12 key gently and once every 2 seconds. Using the down arrow key select ‘Diagnostics’ and press the enter key. This will test all the components of the system. If any error message pops up while testing, kindly reply with the message.
If the test passes click on ‘ESC’ and the screen come up to the desktop.
Click on the below link and click on ‘MS Fixit’ and follow the online instruction to go the next screen. On one particular screen you will get an option to uncheck the programs that runs at start up. Please uncheck the programs that you recognize and do not want to start when the system starts. Check if this works.
However I want some more information about the system freezing. May I know on which particular program the system freezes? Does that happen randomly or does the sys freeze on any particular application.
My computer only freezes when it is in games or something high graphics usage.
also i ran the test and nothing came up as being corrupt or bad. i have had the motherboard replaced already by dell,also i have run the hardware scan by dell (the stress test) and tried other solutions such as safe mode, only having one card on at a time, more air in to the intake, and other things. i am at the point where i just want this cpu to be gone because i have had nothing but trouble for the last year and a half.
Thank you for giving me all the trouble shooting steps that have been performed. I can imagine how frustrating the situation must be. Please update the drivers in the order given below. This should fix the issue. The order in which the drivers have to be installed is as follows:
1. BIOS 2. Dell System Software 3. Chipset drive (Huron river (HM67). 4. Video driver (Intel driver and NVidia driver)
Please find below, the link to install the drivers:
Note: Restart the system after installation of each driver.
From the list of drivers click on ‘System Utilities’ and from the drop down list click on ‘Download File’’ for ‘Dell System Software’ and follow the onscreen instruction to download the driver.
Next click on ‘BIOS’ and install the latest BIOS update. Please connect the ac adapter as this step needs uninterrupted power supply. Do not use the system till it restarts and comes up to the desktop.
To install Video drivers click ‘Video (4) and select the appropriate drivers for your system.
After all the drivers are installed and system restarts, try playing the games in which you were facing issues. Reply to this post for further assistance.
i installed all the drivers in the correct order, and 1 min in to playing Call of Duty World at War the computer froze up and did not recover, which resulted in a hard restart. also every other restart after putting in the new drivers caused the computer to never load. i would put in my password and when it was meant to go to the desktop the screen stayed black, i left the computer to sit for 5 mins each time expecting it to recover however it did not. i do not know where to go from here, i have had every test dell has thrown at me i have had the motherboard replaced and i have tried almost every fix i have seen on the dell forums. now i have reason to believe that this CPU was most likely a refurbished one. which is no good in my book, i do not spend $2,000 on a computer for it to not work.
you can keep telling me that the next fix will do it but at this point i just don't see the point. please help me with this, if i have to re up my Warranty to get this computer replaced i will but this is an issue that started way before it ran out and was never fixed. and for that fact this problem started about 2 weeks after i got it so i would say this is a refurbished or a factory defect.
also on a side note after all this my laptop is now running hotter than usual. my core temp while idle is around 67-70C when it should be around 50C so i don't know what happened with the updates you had me run. just taking a note using Core Temp. while playing the few games that don't freeze the temp sits around 87-90C which is 10C off boiling water temp, so that can not be good for the components inside.
this temp was taken at 5:10 PM and current room temp is about 76F
Apologies for the delayed reply. We had our weekly offs and a national holiday, hence could reply to your post earlier. I also apologize for the system still having issue after all the troubleshooting steps that have been performed.
I am sure you are using the system placed on a hard, flat surface. Please make sure that the rubber feet at the bottom of the system are intact. Try to clear the fan vents with a can of compressed air. Please check the temperature of the system post the cleaning of the vents.
the rubber is intact, and the computer sits on a laptop cooling fan/pedestal and i have already cleared out the intake ports. i also have a fan that is sucking hot air out of the out vent that cools it by about 5C. and also the computer has gotten so hot from when i first got it that where my left palm sits next to the mouse pad the plastic has become distorted (a whitish grey color) and i know that the graphics card sits under there because i watched the Tec. who came out to replace my motherboard, and i saw where the components were. so i have reason to believe that the computer in its set up is not getting nearly enough air to keep it cool.
to sum it up i did more than is needed and it is still not enough, i have had this set up for about 5 months not and it never helps that much.
im sorry id did not realize it was a national holiday, i hope you had a good week.
Thank you for the wishes, I did have a good weekend.
I request you to kindly send pictures of the system, particularly, the area where the plastics are distorted. One picture of the whole system, another one of only the base unit which includes keyboard, palm rest and keyboard and one where the plastic is distorted (whitish grey color). Please click the pictures where there is good light so that it becomes easy for us to identify the area with the colour distortion.
Please also send a private message with the service tag of the system as I would like to check a few details. Please accept my friend request, click on my username and click 'Start conversation' to send a private message.
i have a question: if i do the suggested fix only temporarily until dell fixes my computer or replaces it, will doing the temp fix void anything and cause dell to not help me?
the fix i am referring to is the one stated by indescribable. the fix would tweak some of the power for the computer to cause it to not crash as often or at all. however if i do this will dell not help me or replace the computer?
DELL-Sujatha K
Community Manager
•
3.3K Posts
0
September 27th, 2012 21:00
Hi waytogomike,
I would request you to run a test on all the hardware components of the system. Please shut the system down completely, then at start up, that is at dell logo tap the F12 key gently and once every 2 seconds. Using the down arrow key select ‘Diagnostics’ and press the enter key. This will test all the components of the system. If any error message pops up while testing, kindly reply with the message.
If the test passes click on ‘ESC’ and the screen come up to the desktop.
Click on the below link and click on ‘MS Fixit’ and follow the online instruction to go the next screen. On one particular screen you will get an option to uncheck the programs that runs at start up. Please uncheck the programs that you recognize and do not want to start when the system starts. Check if this works.
http://go.microsoft.com/?linkid=9740820
However I want some more information about the system freezing. May I know on which particular program the system freezes? Does that happen randomly or does the sys freeze on any particular application.
Please reply to this post.
Thanks and Regards,
Sujatha K
#iworkfordell
waytogomike
11 Posts
0
September 28th, 2012 11:00
My computer only freezes when it is in games or something high graphics usage.
also i ran the test and nothing came up as being corrupt or bad. i have had the motherboard replaced already by dell,also i have run the hardware scan by dell (the stress test) and tried other solutions such as safe mode, only having one card on at a time, more air in to the intake, and other things. i am at the point where i just want this cpu to be gone because i have had nothing but trouble for the last year and a half.
DELL-Sujatha K
Community Manager
•
3.3K Posts
0
September 29th, 2012 03:00
Hi waytogomike,
Thank you for giving me all the trouble shooting steps that have been performed. I can imagine how frustrating the situation must be. Please update the drivers in the order given below. This should fix the issue. The order in which the drivers have to be installed is as follows:
1. BIOS
2. Dell System Software
3. Chipset drive (Huron river (HM67).
4. Video driver (Intel driver and NVidia driver)
Please find below, the link to install the drivers:
http://www.dell.com/support/drivers/us/en/19/Product/xps-15z
Note: Restart the system after installation of each driver.
From the list of drivers click on ‘System Utilities’ and from the drop down list click on ‘Download File’’ for ‘Dell System Software’ and follow the onscreen instruction to download the driver.
Next click on ‘BIOS’ and install the latest BIOS update. Please connect the ac adapter as this step needs uninterrupted power supply. Do not use the system till it restarts and comes up to the desktop.
To install Video drivers click ‘Video (4) and select the appropriate drivers for your system.
After all the drivers are installed and system restarts, try playing the games in which you were facing issues. Reply to this post for further assistance.
Thanks and Regards,
Sujatha K
#iworkfordell
waytogomike
11 Posts
0
September 29th, 2012 14:00
i installed all the drivers in the correct order, and 1 min in to playing Call of Duty World at War the computer froze up and did not recover, which resulted in a hard restart. also every other restart after putting in the new drivers caused the computer to never load. i would put in my password and when it was meant to go to the desktop the screen stayed black, i left the computer to sit for 5 mins each time expecting it to recover however it did not. i do not know where to go from here, i have had every test dell has thrown at me i have had the motherboard replaced and i have tried almost every fix i have seen on the dell forums. now i have reason to believe that this CPU was most likely a refurbished one. which is no good in my book, i do not spend $2,000 on a computer for it to not work.
you can keep telling me that the next fix will do it but at this point i just don't see the point. please help me with this, if i have to re up my Warranty to get this computer replaced i will but this is an issue that started way before it ran out and was never fixed. and for that fact this problem started about 2 weeks after i got it so i would say this is a refurbished or a factory defect.
thanks for the time,
mike
waytogomike
11 Posts
0
September 29th, 2012 18:00
also on a side note after all this my laptop is now running hotter than usual. my core temp while idle is around 67-70C when it should be around 50C so i don't know what happened with the updates you had me run. just taking a note using Core Temp. while playing the few games that don't freeze the temp sits around 87-90C which is 10C off boiling water temp, so that can not be good for the components inside.
this temp was taken at 5:10 PM and current room temp is about 76F
waytogomike
11 Posts
0
October 1st, 2012 15:00
so will i get a response within the next week as to what i am to do?
waytogomike
11 Posts
0
October 2nd, 2012 15:00
is dell ever going to help past this point or just ignore me forever about their problematic laptop?
DELL-Sujatha K
Community Manager
•
3.3K Posts
0
October 3rd, 2012 00:00
Hi waytogomike,
Apologies for the delayed reply. We had our weekly offs and a national holiday, hence could reply to your post earlier. I also apologize for the system still having issue after all the troubleshooting steps that have been performed.
I am sure you are using the system placed on a hard, flat surface. Please make sure that the rubber feet at the bottom of the system are intact. Try to clear the fan vents with a can of compressed air. Please check the temperature of the system post the cleaning of the vents.
Do reply with the status of your system.
Thanks and Regards,
Sujatha K
#iworkfordell
waytogomike
11 Posts
0
October 3rd, 2012 08:00
the rubber is intact, and the computer sits on a laptop cooling fan/pedestal and i have already cleared out the intake ports. i also have a fan that is sucking hot air out of the out vent that cools it by about 5C. and also the computer has gotten so hot from when i first got it that where my left palm sits next to the mouse pad the plastic has become distorted (a whitish grey color) and i know that the graphics card sits under there because i watched the Tec. who came out to replace my motherboard, and i saw where the components were. so i have reason to believe that the computer in its set up is not getting nearly enough air to keep it cool.
to sum it up i did more than is needed and it is still not enough, i have had this set up for about 5 months not and it never helps that much.
im sorry id did not realize it was a national holiday, i hope you had a good week.
DELL-Sujatha K
Community Manager
•
3.3K Posts
0
October 4th, 2012 01:00
Hi waytogomike,
Thank you for the wishes, I did have a good weekend.
I request you to kindly send pictures of the system, particularly, the area where the plastics are distorted. One picture of the whole system, another one of only the base unit which includes keyboard, palm rest and keyboard and one where the plastic is distorted (whitish grey color). Please click the pictures where there is good light so that it becomes easy for us to identify the area with the colour distortion.
Please also send a private message with the service tag of the system as I would like to check a few details. Please accept my friend request, click on my username and click 'Start conversation' to send a private message.
Thanks and Regards,
Sujatha K
#iworkfordell
indescribable
1 Message
1
October 4th, 2012 04:00
waytogomike
i had the same problem on my xps 15-L502x.
This:
forum.notebookreview.com/.../635536-l502x-modded-bioses-download-gpu-voltages-more.html
helped and lowered my GPU temps to about 75 degrees max whilst playing skyrim.
waytogomike
11 Posts
0
October 9th, 2012 14:00
hi i sent in the friend request and pictures no response yet just wondering if you got it
waytogomike
11 Posts
0
October 15th, 2012 14:00
just checking in to see if IT is done trying to figure it out...
waytogomike
11 Posts
0
October 15th, 2012 18:00
i have a question: if i do the suggested fix only temporarily until dell fixes my computer or replaces it, will doing the temp fix void anything and cause dell to not help me?
the fix i am referring to is the one stated by indescribable. the fix would tweak some of the power for the computer to cause it to not crash as often or at all. however if i do this will dell not help me or replace the computer?
DELL-Sujatha K
Community Manager
•
3.3K Posts
0
October 16th, 2012 04:00
Hi waytogomike,
I have still not received an update. I reply once I get an update.
Thanks and Regards,
Sujatha K
#iworkfordell