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Assistance with diagnostics. Computer crashes, shuts down, resets
Hi,
[Specification]
I have a dell computer and I don't know how to do an effective diagnostic if there is an issue with memory, graphic card, or even worse - motherboard is "dying".
[symptoms]
Computer shuts down unexpectedly or crashes. Starts up or does not start up. Sometimes there are coloured "bushes" on the screen which could suggest a damaged graphics card. Despite following several tutorials a memory.dmp file isn't created when the crash occurs but it was created with forced crash (https://www.sevenforums.com/tutorials/174459-dump-files-configure-windows-create-bsod.htm )
[thoughts]
I have read that there is a hardware problem if the computer crashes on the Dell logo and Capslock lights up. This is/is also the case. Other times it manages to go into the bios, run a hardware scan etc. Sometimes it resets every so often returning to a black screen with the Dell logo. Today it took me 4 hours to boot. Nightmare.
[windows event preview errors]
The earliest windows error before shutting down/suspending is:
Intel-SST-OED ID: 19 Check the remaining resource budget.
Module exceeds resource budget, failed to AllocateFwCps, STATUS = 3221225626
The information on this error is very scarce and nothing I have tried so far has helped,
other errors/information in the event preview:
- Driver exit RTD3,
- Microsoft-Windows-DistributedCOM 10016,
- Microsoft-Windows-Kernel-General 16,
- nhi 9008,
- WiManH 16390,
- NetBT 4311
-
-
19
0
4
6
20
0x8000000000000000
1232452
System
NAME-XXXXX
-
Module exceeds resource budget, failed to AllocateFwCps
3221225626
------------
-
-
4311
0
2
0
0
0x80000000000000
1232340
System
NAME-XXXXX
-
000000000100320000000000D71000C011010000250200C005000000000000000000000000000000
------------
-
-
2
0
4
0
0
0x80000000000000
1232128
System
NAME-XXXXX
-
00000000010000000000000002000640000000000000000000000000000000000000000000000000
------------
-
-
9008
0
4
0
0
0x80000000000000
1232118
System
NAME-XXXXX
-
00000000010000000000000030230440000000000000000000000000000000000000000000000000
------------
-
-
16
0
4
0
0
0x8000000000000000
1232117
System
NAME-XXXXX
-
85
\??\C:\ProgramData\Microsoft\Provisioning\Microsoft-Desktop-Provisioning-Sequence.dat
0
0
------------
- System
- Provider
[ Name] Microsoft-Windows-DistributedCOM
[ Guid] {1B562E86-B7AA-4131-BADC-B6F3A001407E}
[ EventSourceName] DCOM
- EventID 10016
[ Qualifiers] 0
Version 0
Level 3
Task 0
Opcode 0
Keywords 0x8080000000000000
- TimeCreated
[ SystemTime] 2023-06-24T14:39:09.9130027Z
EventRecordID 1231564
- Correlation
[ ActivityID] {da8ab7e1-e9bd-456a-9fe7-47f210a54901}
- Execution
[ ProcessID] 1932
[ ThreadID] 14176
Channel System
Computer NAME-XXXXX
- Security
[ UserID] S-1-5-21-000000000-000000000-00000000-1001
- EventData
param1 właściwe dla aplikacji
param2 Lokalny
param3 Aktywacja
param4 {2593F8B9-4EAF-457C-B68A-50F6B8EA6B54}
param5 {15C20B67-12E7-4BB6-92BB-7AFF07997402}
param6 NAME-XXXXX
param7 krystian
param8 S-1-5-21-000000000-000000000-00000000-1001
param9 LocalHost (użycie LRPC)
param10 Niedostępny
param11 Niedostępny
[additional information]
1. the computer has repeatedly passed long and short hardware diagnostic in the BIOS.It only happened once that the test failed but unfortunately I did not notice at what point it freezed because "bushes" popped up and it was long version of the diagnostics. A further two diagnostics were successful. By the way, it is very unfortunate that the computer crashes during diagnosis in the diagnosis tool....
2. Actually, I have the impression that the problems intensified after the last BIOS update, but it could be a coincidence
3. The computer has been cleaned of dust. The thermally conductive paste was replaced, and I ordered a new battery.
4. Every time after restarting when the computer crashes, the system time is incorrect and is from the hour of failure. It is possible that I blocked connections to the windows Time Sync site in part because I was blocking IP addresses connecting from my computer to unknown servers
RoHe
10 Elder
10 Elder
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43.9K Posts
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June 26th, 2023 17:00
Appears to be an XPS 15 9500 running Win 10 Pro based on info in first image. Please confirm model number...
What version of BIOS is running? Assuming XPS 15 9500 is correct, latest BIOS is 1.23.1.
Error "Intel SST-OED" Event 19 seems to happen on XPS 15 9500, especially if you're using a dock. If using a dock, have you tried disconnecting it?
And read this thread too.
Are you running this laptop on battery or with the charger connected? Do the same problems occur either way?
simplealias
10 Posts
0
June 27th, 2023 02:00
Hello Ron, thank you for reaching out,
1. Appears to be an XPS 15 9500 running Win 10 Pro based on info in first image. Please confirm model number
Yes you are correct about the model
2. What version of BIOS is running? Assuming XPS 15 9500 is correct, latest BIOS is 1.23.1.
Actually not. BIOS Version: 1.22.0 / ED. 1.1.3 and there is no update from Dell Updater software or any other. I will try to update from the link you've provided.
3. Error "Intel SST-OED" Event 19 seems to happen on XPS 15 9500, especially if you're using a dock. If using a dock, have you tried disconnecting it?
I am not using a dock. I've alredy tried the mentioned solution with uninstalling Intel drivers and it didn't wrok
4. Are you running this laptop on battery or with the charger connected? Do the same problems occur either way?
Same problems occur . To boot "faster" it seems like when I press "D" and it goes trough the LCD test than it's more likely to boot into BIOS and from BIOS usually to the system. Other than this it can take hours of restarting and powering off. Today I got this blinking keyboard when trying to boot:
https://www.veed.io/view/8f45a7a8-9a69-4ae9-92dd-1ab9ca185ba5?sharingWidget=true&panel=share
I've actually noticed that the BIOS is "loosing" time and date and also it either doesn't save the changes I make or restores previous settings if start-up is unsuccessful. Im not sure about this one but for example I've changed C-States or Disablaed the microphone and after reboot it was Enabled again
simplealias
10 Posts
0
June 27th, 2023 03:00
- I have updated BIOS to 1.23.1
- For some reason I have RAID enabled in BIOS and I've read that if you don't have more that one drive it's better to use AHCI but I have to install AHCI driver first. Where do I find one?
RoHe
10 Elder
10 Elder
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43.9K Posts
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June 27th, 2023 10:00
Have you looked at Battery health info in BIOS setup? ff PC is losing time/date and not holding changes, this may be a battery issue. I don't see a coin cell battery on the motherboard or any mention of it in the Service Manual. It's typically used to maintain BIOS settings including time/date, so this PC model probably uses the main lithium ion battery for that. So check battery health...
I'd also run all the BIST tests on the PC. Note error messages, if any...
Dell installs Windows set for RAID, even if you don't use RAID, so that's "normal". Before you change BIOS to AHCI, you must reconfigure Windows or you'll make the PC unbootable. So leave this alone for now. Let's see if BIST reports any hardware errors before doing anything to Windows.
BTW: If this PC is still under warranty, you should contact Dell Support. Have your Service Tag available (don't post it here).
simplealias
10 Posts
0
June 28th, 2023 03:00
Hello Ron,
Thank you for sticking with me
There was battery issue (but no information in BIOS etc) and by the time I've made first post, the computer was without battery. I've already changed it to a new one yesterday. Date and time works fine. It was "pumped" from the heat.
Im not sure that I understand how to use BIST or everything is just fine. When I press M+(PowerButton) (computer is powered off-there is no such info in tutorial just mention it needs to be done before POST) the LCD start changing colors (I thought it was LCD test that starts when pressing D). Anyway the battery light didn't go orange.
I think the main question now is how to "catch" the error when computer gets frozen. It was turned off/frozen tens of times and not a sign of error. In some tutorials it's being said that when computer freezes you can still make memory.dmp while pressing CapsLock and NumLock. I have no "NumLock". Is there other way to do this?
It seems to be a little bit better now since BIOS update but still at some point it just go black. I will try to do a stress test for GPU.
simplealias
10 Posts
0
June 28th, 2023 04:00
I did GPU stress test and everything was fine. But later on I started to look for CPU stress test and installed temperature monitoring first and when computer seemed like it's almost IDLE the temperature already reached critical levels few times. Not during the stress tests but inbetween. I also noticed that even the surface of the laptop at some point was very hot in marked place so after installing BIOS I switched the cooling options to "cool". In the old BIOS when computer didn't keep the changes it was going back to standard fan options. Seems like unnatural overheating of CPU but still I think these kind of errors should be "caught" and written somewhere.
the two screenshots were not taken at the same time but still the temperature reached 100 C few times without any spectacular workload.
simplealias
10 Posts
0
June 28th, 2023 04:00
For now pretty unfortunate conclusion is that this is very bad designed computer. For some reason Mac that is even thiner doesnt overheat at all. I found some solution here:
https://www.dell.com/community/XPS/is-latest-XPS-15-9500-overheating/td-p/7665548
https://www.tenforums.com/tutorials/107967-add-remove-maximum-processor-state-power-options-windows.html
But it's absolutely not a great solution for computer (in my case) that I paid for almost 5000 USD. I think Dell should just send the money back, provide some service or real solutions or extend warranty.
simplealias
10 Posts
0
June 28th, 2023 07:00
Edit option here would be nice...
Just 2 seconds after posting the last post computer went down, again lost the time and BIOS changes that I've made earlier.
simplealias
10 Posts
0
June 28th, 2023 07:00
As for CPU I've switched off the Intel Turbo Boost technology in BIOS, switched fan to the maximum cooling option (ultra performance) and in the Power Options I've made limit of 99% CPU usage (needed to add this option with reg) https://www.tenforums.com/tutorials/107967-add-remove-maximum-processor-state-power-options-windows.html
Seems like the marked overheated part on the previously posted photos is the South Bridge and not the CPU itself. So I started to look for any hardware conflicts and it seems like it points to Realtek Audio driver, HID Filter, Intel Integrated Sensor Solution Driver, thunderbolt, Intel(R) Dynamic Platform and Thermal Framework Processor, Goodix fingerprint. Some of them might be connected to turned off microphone, webcam or fingerprint reader. The strange thing I've noticed is Feitian USB. Actually I have no idea what it is. I don't have and USB Feitian hardware that I've used. Its security related dongle. Any ideas? I turned it off for now (maybe it's some "virtual" device).
The driver \Driver\WudfRd failed to load for the device
simplealias
10 Posts
0
June 28th, 2023 09:00
Im not good with BIST. I think I've menage to see the blinks but all of them were white:
1short white 1longer white
2short whites
4short whites
I did M+PWR
If I pick up the computer with my hand like below (left lower corner) it will freeze:
RoHe
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43.9K Posts
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June 28th, 2023 11:00
Wasn't aware this model had such overheating issues. The pic you posted says CPU cores are overheating, not the chipset. You have an i9 CPU that's known for all the heat it puts out. Users in the thread you linked are having overheating issues with an i7, which should run cooler than i9. So probably not surprising if your PC crashes when 2 or more core temps are "critical". You need to keep cooling at max possible levels, and possibly lower max CPU speed to 95% too. Do you have the latest Intel Dynamic Tuning driver installed, which is supposed to help with heating issues?
Don't know why M+power button launches the LCD tests. The numbers in ( ) on each BIST test instructions page, to right of the colored battery LED, tell you how many blinks you should see on that button if there's a problem, eg for L-BIST, 2 amber followed by 8 white (2,8) would mean there's no power to the LCD panel.
PC freezing when you pick it up from lower left suggests possibility a circuit printed on the motherboard, keyboard or touchpad, and/or a wired connection flexes and breaks a circuit. It may be time to have a professional look at this system. I presume you're in Poland, based on the language in one of your pics, but don't know if Dell offers an Out-Of-Warranty Repair Service in Poland or elsewhere in EU, like they do in USA, so you may want to investigate that.
Don't know why you have Feitian Rockey4 drivers installed, unless that's the fingerprint reader. Have you run a full malware scan? Malwarebytes (free) would be a good tool.