XPS 13 7390, randomly shut downs

 samuelegiannini16,

Firstly, try running the troubleshooter: Go to Start > Settings > Update & Security > Select troubleshoot tab > under "Find and fix other problems", click on Power > click on run the troubleshooter and follow on-screen directions.

Hi, thanks, but there is actually no problem with that. I also updated the BIOS and tried to run the diagnostic, but I still have random shutdowns from time to time... very annoying!

we have 17 Dell XPS laptops in our organization. Of them there are 6 of the type: 7390. Only and all of these have this issue...

We have many xps 7390 laptops with the same issue. It seems to specifically affect this model. Zero help from Dell support so far.

My XPS 13 7390 also ramdomly/spontaneously shutsdown. I check supportassist and found no issues. Ran power troubleshoot and also found no issues. I'm using latest bios (1.18.0) on a Windows 11 machine (upgraded from Windows 10).

My XPS 13 7390 running Windows 11 (also previously on 10) also randomly shuts down - screen just goes off (every few weeks - no noticeable pattern to it). When I restart it, it opens at all the previous pages and doesn't report that it shut down unexpectantly. I would try Dell support but unfortunately after a couple of bad experiences with them I would rather put up with the shutdowns. All software is upto date and troubleshooter reports all is well. 

Possible solution is that the Intel Bluetooth driver needs updating. Dell Update or SupportAssist didn't indicate this; however, the Intel Driver & Support Assistant app (downloadable from Intel website) indicated that I needed to update drivers for Bluetooth, Graphics and Killer Performance Suite. None of these were flagged with Dell Update or Dell SupportAssist. So I started with just Bluetooth since my graphics and Killer were working fine. So I just updated Bluetooth drivers and am going on 72 hours without any ramdom shutdown. If it doesn't work for you you can also roll back to the previous version you were using.

Dell might not be supporting updated drivers on Windows 11 since the laptop was sold with Windows 10.

Hi Jesse, this doesn't work, and as you can see from the subsequent posts, a lot of us are having this issues with the exact same model. On Windows 10, I found that disabling hibernation seemed to fix the issue, but on Windows 11, it is fully shutting my laptop down while I'm working and all the work disappears. This is obviously not sustainable and considering the number of people having the issue, unethical. Would appreciate some action from Dell.

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Dell doesn't seem to care. There are numerous posts about this issue and no real fix. Disabling hibernation seems to help, but doesn't totally stop the shut downs. 

Is Dell taking care of this issue or should we all change computer and tell anybody not to buy Dell products anymore?

Same problem here. It's happening ever couple of days, and it's seriously impacting my work. I work from home and run live classes, many of which I've just been booted out of. Not good enough from Dell at all. This happened very occasionally for me last year, but since the Windows 11 update it has been dreadful.

I have this occasionally - often after a Windows update. Today I looked in the eventviewer and saw that this time it was caused by a "Critical Battery Trigger Met" warning and so it entered Sleep (there was a Kernel-Power warning too after this "Sleep Reason: Battery".

The battery is/was 100% fully charged, and connected to mains power, and doesn't have an issue when not connected...

I'll do the same thing when it happens next time... my laptop often doesn't enter standby / sleep properly when the lid is closed also...

Same here, has been happening for a few month. Laptop is out of warranty, but clearly this is a design flaw and not some misuse issue. Thought it was the fan at one point, but cleaned and still having the problem. 

Wil Dell ever offer a resolution? 

OK so there  is a pattern with mine - the shutting down happens soon after I've power cycled (and re-switched on) the 7390. Looking at the event log again this time there were slightly different errors reported:

Miniport Microsoft Wi-Fi Direct Virtual Adapter #4, {5df67baf-224d-4417-8e6c-c9de6f334f2f}, had event Fatal error: The miniport has failed a power transition to operational power

The system was hibernated due to a critical thermal event.
Hibernate Time = ‎2023‎-‎02‎-‎14T09:04:25.548191600Z
ACPI Thermal Zone = Intel(R) Dynamic Tuning: SEN2
_HOT = 355K

The system was shut down due to a critical thermal event.
Shutdown Time = ‎2023‎-‎02‎-‎14T09:05:46.794416900Z
ACPI Thermal Zone = Intel(R) Dynamic Tuning: SEN2
_CRT = 358K

hasn't had any issues before that shutdown, or now after it has restarted again... will try forcing wifi and various intel driver updates...