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XPS 9570 Unrecoverable freezing
I recently got a XPS 9570 and after setting it up and connecting it to a DELL D3000 dock to extend the screen to two additional monitors. However, I have noticed that the computer randomly freezes and accepts no further input, ctrl+alt+del does nothing. The only way to recover is to do a hard reset by holding down the power button for 15 seconds.
Looking at the reliability monitor provides no useful info as it just says that "Windows was not shut down properly".
I spent several hours on the phone with Dell Support and they had me do the following:
- Roll back windows updates
- Check reliability monitor
- Do a clean install
None of this worked so they sent me a replacement XPS 9570...but it has the same problem. Here are the programs that I have running when this occurs:
- Chrome
- Outlook
- OpenVPN
- Slack
The CPU is never over 15% and the Memory usage never goes above 40%, computer is not hot. I'm not sure what else to do at this point and am considering just sending this back and going to pick up a laptop from Best Buy. Does anyone have any advice?
austinman12345
13 Posts
0
November 11th, 2019 16:00
Disabling C-state makes sense to me. My laptop only freezes when it is idle. It isn't even a consistent freeze. It will work for days without an issue, then it locks up. What is really annoying in my use case, is I run virtual machines, which means I have to reboot those as well.
Fingers crossed this works. Thanks for posting.
Catscratch29
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24 Posts
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November 13th, 2019 00:00
Is there any support case on Dell side to handle the problem and maybe release some Bios update or something like this?
I mean, disabling C-States is not really a useful solution since it lowers battery runtime significantly.
Maettu
1 Message
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November 16th, 2019 02:00
I have installed a Linux and have the same problem on an XPS 13 9380. All browsers with Chromium as base the error occurs very often.
If the USB c is a docking station it gets even worse.
I have tried the tips in this thread. Unfortunately without success.
austinman12345
13 Posts
1
November 19th, 2019 09:00
I agree with you Catscratch29. In my case I am typically connected to the power supply, and can live with disabling C-States. The battery drains pretty quickly when not connected.
The Lenovo laptops were on my shortlist ( of 2) laptops to purchase. As this is the 2nd Dell laptop I have had 'issues' with. Lenovo will be top of the list when I am ready to replace the XPS15. No doubt Lenovo computers have their own issues, but I am getting a bit tired of having to 'fix' problems that Dell should address.
Catscratch29
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24 Posts
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January 15th, 2020 06:00
Tried to install latest Intel Graphics Driver manually over device manager. No success.
austinman12345
13 Posts
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January 23rd, 2020 19:00
I enabled Block Sleep in the BIOS and I have not had a freeze in a whole day of use. You can find Block Sleep in the BIOS at Settings>>Power Management>>Block Sleep. It is worth a try.
dellboy42
1 Message
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February 23rd, 2020 14:00
Same problem, I either mistook it before I started using a dock, or, more likely, I am seeing it much more since buying a dock - I am using a CalDigit USB-C Pro Dock (LOVE it), so I am pleased at least that it seems my dock is not the cause. But VERY sad to see so many people have this freezing issue.
Dell Inc rep: Is there a fix, given all the huge variations of replaced h/w or not, or Linux or Windows and yet WE ALL share this unacceptable issues?