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Last reply by 09-28-2016 Unsolved
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Dell XPS 13 9350: Shutting down completely when laptop lid is closed.

Hi i have an otherwise working laptop that seems to shutdown completely (closes browser, shuts off programs) when the lid merely closes. I updated everything I could fine on Dell's website but to no relief. What can I do to fix this issue? 

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3686

This has been happening to my XPS 13 9350 as well just in the last week or so after many months of never having this problem. Can't pin it to any particular software update.  It also has crashed with a blue screen (with a QR code that disappears too quickly for me to scan) a few times, which it almost never had before.

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Hi dsafwe,

I would suggest you to backup data on the system and restore the system to factory state by following the link below.

www.dell.com/.../SLN297920

2 Bronze
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3686

Hi Ravi, I tried the above steps, but it did not work. I also looked under power options, and have everything set to default, so I don't think that is the issue either. Any more suggestions?

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2 Bronze
3686

Good day my friend,

I see that you are experiencing another strange behavior of the 9350. Before I begin, Allow me to say first that I have ordered at 6 computers from Dell (3 which were top-of-the-line models) since the 90s and all served me well.  Therefore, I am the last person to bash Dell computers.  As far as your issue , I suggest that you you contact Dell TS and initiate documentation on the problem, Or, if you are not satisfied with the notebook, consider sending it back for an exchange or a refund (within 21 days of the invoice date).

FOLLOWING IS MY XPS 13 EXPERIENCE: I ordered the latest iteration of the XPS 13 around September 12th, 6th Generation Core I5 with 8Gs of RAM and 256G SSD. On September 18th (or about), I opted to return it to Dell for a refund due to a noise issue. I really feel in love with the notebook when I received it and think that it is really a beautiful device with great specs. It appears to be well built also. However, after using it for a couple days, I began to hear a strange 'buzzing, whining. frying' sound. I contacted Dell Tech support and received a response that the noise was a known problem with some XPS system boards.  The Tech stated that there is no fix at the present time to resolve the problem and I find this to be so disturbing. This is especially disturbing after I researched and found that the XPS 13 has a lot of different problems--I found that many people have experienced the same noise problem I had since the first iteration of the notebook. I realize that there are many satisfied owners of XPS 13s, as  nothing made by man is perfect. I totally accept this reality.  However, I cannot understand for the life of me why Dell would sell a product that has a known issue and they cannot fix it. Moreover, I'm sort of ticked off at Dell because I really like the notebook. The little thing is such a beautiful platform with so much potential.  Heck, I would rather see Dell put some form of fine print in the product description about the noise so that we, consumers, can make an informed decision before buying one. Lastly,   I am so disappointed that the company's flagship notebook has such low-end issues.  It seem to me that Dell  relies on some luck-of-the-draw, hit-or-miss mentality with regards to XPS 13 sells. This being said, it is my humble opinion that you should do what is necessary to get your satisfaction before the 21 day return policy window closes.  Good lick, have a great day.

Moderator
Moderator
3686

Hi dsafwe,

Shutdown/ Sleep/ Hibernate is completely based on the video card drivers installed correctly and the Operating system on the system.

I would suggest you to uninstall and reinstall the video card driver from Dell website as these drivers are tested on the Dell system. Please follow the steps mentioned below to uninstall the video card.

  1. Open the search box, Start typing devmgmt.msc and then press enter.
  2. Select the Display adapters listed and right click on it.
  3. Now select properties.
  4. In the properties window, under Driver tab, click on Uninstall button.
  5. Check “Delete the driver software for this device.”
  6. You want to delete the driver click OK.

After the uninstall finishes restart the system. Then reinstall the Intel video card driver first and then NVidia/AMD card driver (If system is configured with discrete video card) on the system for issue resolution. Please enter your service tag # on the link below, select the OS, then download the video card drivers from Video section onto the system and install it.

http://dell.to/18r60nI

Please let me know if this helps.

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