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Dell XPS 13 9360 - random reboots
I purchased a XPS 13 9360 on 27/11/2017 from Dell UK and received the delivery a day later on 28/11/2017. Since then, the laptop has randomly restarted several times, taking me to the recovery screen with the message 'it looks like Windows didn't load correctly'. At first, I thought it would go away when I updated to BIOS 2.3.1 and latest drivers, but it didn't. Then I opted to reset Windows 10, but today I suffered the issue again.
Does anybody know how to fix this? I have lost important work due to the random reboots.
hrekrahr
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December 1st, 2017 05:00
Just to add to the opening post - I have noticed in the BIOS events log that the reboots coincide with ASF2 force offs.
ieee488
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December 1st, 2017 06:00
Return ASAP for a refund. You don't want to end up with a lemon.
I expect a brand new laptop to work flawlessly.
hrekrahr
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December 1st, 2017 09:00
Thanks for the advice. I am not sure whether I should ask for a replacement because I am worried Dell might send me back an even worse model. I seem to have escaped some of the more notorious issues that people have to deal with on this laptop.
Or did you mean just ask for a refund and be done with Dell? Well, I quite like the laptop besides the random reboots. I still have another 10 days or so to return, and I hope Dell will be able to solve this issue to my satisfaction. If not, I will do as you say and just get a refund.
JolanDeNef
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December 1st, 2017 10:00
I'm having the same problem, updating drivers is not helping. But happy I'm not the only one, it would seem like a driver problem that perhaps is not fixed yet. Hopefully they will soon.
LSUFAN51
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December 1st, 2017 11:00
Please check and see if any windows update has failed. A failed windows update most likely will cause the system to keep restarting. Type Settings onto [Cortana] search box, click Windows & Update, and then select View Installed Update History.
LSUFAN51
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December 1st, 2017 11:00
:emotion-2:
I'm assuming you updated the Chipset and Video drivers in correct order or one by one.....
How to reinstall drivers in the correct order | Dell US
Also, I am assuming the system has the latest drivers / firmware from Microsoft windows updates...
The latest windows update should be the Windows 10 Fall Creators Update.
Microsoft Windows Update
Careeo
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December 1st, 2017 13:00
Yeah this must be the problem with my XPS 13. The laptop will reboot when the installation of the Fall Creators Update is finished. After the reboot you'll see that the update wasn't able to install and starts all over again. How should I solve this?
josephst18
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December 1st, 2017 14:00
I have the same issue (XPS 9360, 8th gen Intel). Posted about it on Reddit as well (www.reddit.com/.../) and was told that downgrading to the 2.1.0 BIOS would help. Seems several other people have the same issue. So far, so good; however, I've just been on the older BIOS for a day and the reboots only happened every few days so probably too early to know if it's fixed the problem.
To Dell: can we expect a fix for these problems (ASF2 loss of power) in a later BIOS?
josephst18
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December 1st, 2017 14:00
I'm having the same problem with ASF2 power off. Looks like others are as well (www.reddit.com/.../). Right now I've downgraded to the oldest BIOS version available and am hoping that fixes things. The reboots are infrequent and hard to reproduce so I'm just using the laptop normally for a few days to see if things are working. If not, it'll be time for a return.
LSUFAN51
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December 1st, 2017 15:00
If the system has the latest windows updates and there's no failed updates, type troubleshoot onto the search box, run the Blue Screen, Power, and Windows updates troubleshooters.
Using the Blue Screen Error (BSOD) Troubleshooter in ...
LSUFAN51
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December 1st, 2017 16:00
If the troubleshooters doesn't fix the problem:
Whenever a critical error is detected in Windows, your Windows PC restarts itself to prevent any further damage to your computer.This is a safety measure integrated into Windows. In order to further analyze the STOP or BSOD error, we need to know the Error code and information associated with the error.This information is displayed when you turn off Automatic Restart on System Failure. Please type System Properties (or Create A Restore Point) onto the search box, select Advanced, Settings, Untick the checkbox that says Automatically Restart, OK, select Apply then OK.
Read More.....
Identify and Troubleshoot Windows Crashes and Restarts ...
LSUFAN51
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December 1st, 2017 16:00
EDIT / Identify and Troubleshoot Windows Crashes and Restarts:
hrekrahr
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December 1st, 2017 22:00
Thanks for the reply. Yes, I do have the latest Windows 10 Fall Creators Update. As for the drivers, the problem has been occuring even before I got the latest drivers, and even since then. I don't know about the order in which they were installed - I just had the Dell website do a system detect and recommend which drivers I needed to update, and then followed the instructions.
hrekrahr
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December 1st, 2017 23:00
Thanks for the reply. I checked and it seems that there was a failed windows update for the 'people' feature. However, it has disappeared since I recently installed new cumulative updates for Windows 10.
hrekrahr
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December 1st, 2017 23:00
Also, thanks to everyone else who has replied. Let's work together and solve this issue. I really like this laptop and would feel sad having to get a refund just because of these randoom reboots. I know that the BIOS 2.1 downgrade fix is already tried and tested, but I plan to wait and see if following the instructions provided by LSUFAN51 will allow me to fix it while on BIOS 2.3.1. Good luck everyone!