Laptops General - Read Only

2 Bronze

Dell Xps 15 shuts down when working with media softwares

Hi everyone,

my dell xps 15 shuts down when I'm working with graphic softwares such as Photoshop, Illustrator or Maya.

I have downloaded Dell Support Assist and ran a complete system stress test, all passed except the Nvidia Card one which says "cannot run test".

So I manually ran only the Nvidia card test, a 3D animation window pops up. At the bottom I can see the CPU usage which runs about  99% and the GPU temperature which quickly goes up to C 103/105.

As expected the computer shutdown after few seconds.

I assume the video card needs to be replaced, but any sort of advice will be appreciated.

Thanks

Cristian

Replies (8)
DellEMC

Before replacing any parts I suggest uninstalling and reinstalling both the Intel HD first an Nvidia drivers even if you have the latest drivers,  Make sure that the drivers have been completely removed from the system and then reinstall them, i would download the drivers and save them  on the desktop so that you will have them ready. 

If your system is a couple years old or older I would clean up the cooling vents as much as possible. get a can of compressed air and blow out the vents.

Once completed test with just the Intel HD *go into 3D settings and change the profile to the benchmark or test that you are using to run as "Battery Saving", then test changing the programs profile to "high performance" and see if there is a difference. 

I am hoping that it isn't a problem with the GPUs as they are integrated on the system board and it will need to be swapped out to correct any graphics failure. 

Please let me know what you find out. 

TB

Specialize in Laptops, Mobile Devices
#IWork4Dell

2 Bronze

Hi Terry,

Thanks for the quick answer.

I will try what you adviced today and get back to you.

Thanks

Cristian

2 Bronze

Hi Terry,

I've done everything you said. It still shutdown when I run the Nvidia Card test.

Could you please write me back privately.

Thanks

Cristian

10 Diamond

Before committing to an expensive repair, replace the thermal pads that sit between the CPU and GPU and their respective heatsinks.  Also clear out all dust from the heatsink and be sure the fan(s) is/are operating.

There is no video card in the system - it's a chip that's a permanent part of the mainboard. If the GPU has indeed failed (it may not have - the problem may be dried-out thermal pads), the mainboard must bee replaced, which will not be an inexpensive repair - likely in the $300-400 range.

2 Bronze

Hi EJN,

Thanks for the reply.

I completely opened my laptop yesterday and there was not much dust as I got everything replaced from dell few months ago.  It is a bit frustrating to be honest, I spent a lot of money to get it fixed.

I am not quite sure about these thermal pads you are talking about. Could you please tell me what they look like?

Thanks

Cristian

10 Diamond

You will need to remove the heatsink-fan assembly.  Under it there is either thermal compound or thermal pads that ensure thermal contact with the heat slug atop the CPU and GPU.  If that/those was/were not replaced when the repair was done, an air gap can arise -- which will lead to rapid overheating.

2 Bronze

Hi Ejn,

Is that something I can do myself or it is better let a specialist do it?  

Do you know where I can find these thermal pads just in case I decide to do it myself?

What do you think about getting one of those cooling pads you put underneath the laptop?

Thanks

Cristian

DellEMC

Kezo,

I have sent you a friend request, please accept it so that I can send you a private message and get your system information. 

EJN63,

Thanks for the help as always. 

TB

Specialize in Laptops, Mobile Devices
#IWork4Dell

Top Contributor
Latest Solutions