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XPS 13 9360 blue screen on startup
Hi,
My five moth old xps 13 9360 i7-7500U with 8Gb RAM and 256Gb SSD started randomly blue screening on startup about a month ago.
I have installed the latest drivers/windows updates as they have become available since I purchased the machine.
After every bluescreen I run the SupportAssist extended diagnostics - but the tests always pass 100%.
The blue screens vary but have included UNEXPECTED_STORE_EXCEPTION, KERNAL_DATA_INPAGE_ERROR, CRITICAL_PROCESS_DIED, WIN32K_POWER_WATCHDOG_TIMEOUT
I have updated to the latest bios 2.5.1 as offered by SupportAssist tonight - but have had 2 crashes when rebooting since then.
I am tearing my hair out here - has anybody any ideas on what I might do next to resolve the issue?
Regards
Dennis Alden
I-Teach-Tech-Talks
111 Posts
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February 21st, 2018 05:00
Issue is related to Kernel Failure 😣, which is related to Operating system failure 😣.
Open command prompt with admin rights and try the below command
Sfc/ scannow
Back up your data as most of the time Reset is the only option
ejn63
10 Elder
10 Elder
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24.9K Posts
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February 21st, 2018 04:00
If you haven't done so, run an extended diagnostic on the system (particularly the memory and storage drive -- F12 at powerup).
dennis273
5 Posts
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February 22nd, 2018 00:00
Hi
Thanks for taking the time to reply. This is the conclusion that I had come to. I decided that life was too short to try and solve this issue and it was best to cut my losses!
I did a factory reset and all seems ok now. I will leave it a few days to make sure that the machine is stable and then I will start to reinstall my software packages - luckily only a few as this is not my main computer :)
dennis
I-Teach-Tech-Talks
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February 22nd, 2018 09:00
dennis273
5 Posts
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February 23rd, 2018 12:00
A further update...
After a day or so of the system working normally after the reset I decided to start reinstalling my software.
I installed the Adobe Creative Cloud suite (Photoshop CC, Lightroom CC Classic, Bridge CC) - and the crashing problem on startup returned! So it would seem Adobe is the issue somehow??
I uninstalled the Adobe software and things seem to be ok again (so far).
One other small issue - whenever I check for drivers it ALWAYS tells me that
Chipset |Intel Chipset Device Software Driver (10 MB) is available - I have installed this (as adminsitrtor in case this was the issue) and it STILL tells me that it needs to be installed!
Given that I have the Adobe suite running quite happily on a cheap Lenovo and an HP desktop I think nI can say that I am less than imoressed that it apparently won't run on a premium Dell machine!!
dennis273
5 Posts
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February 23rd, 2018 23:00
further update.
It blue screened again (4 times so far) - Adobe creative cloud not installed so Adobe are not to blame.
It seems to me that this is clearly an issue with this machine. I have run chkdsk - returned no errors and the extended diagnotics (F12 @ startup) neither of which found an issue - so there must be some obscure driver conflict.
I guess I will have to return this heap of rubbish to the store and attempt to obtain a replacement machine or my money back! Life is too short to waste time trying to sort this kind of issue out!
I don't think I will be in a hurry to recommend anybody to but a Dell for sure
LSUFAN51
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February 24th, 2018 04:00
The blue screens occurred all the times? Does it happen while playing games, watching a video or movie? You manually downloaded / installed drivers and firmware from your Dell Product Support page - XPS 9360)?
dennis273
5 Posts
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February 24th, 2018 06:00
Hi,
No it only blue screens on boot up - totally randomly - that is what i am finding so frustrating about the whole situation.
Never had an issue whilst running.
I have installed all the latest drivers as far as I can tell
LSUFAN51
4 Operator
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6.4K Posts
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February 24th, 2018 08:00
I'm assuming the system has the latest windows update (Creator Fall Update)....
Microsoft Windows Update
Since the blue screen occurred only on Startup (bootup), I suggest you perform a clean boot by follow the steps in link below. A clean boot is performed to start Windows by using a minimal set of drivers and startup programs. This helps eliminate software conflicts that occur when you install a program or an update or when you run a program in Windows 10.
How to perform a clean boot in Windows - support.microsoft.com
Laptop LCD Screen
1 Message
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April 10th, 2018 21:00
Dell XPS 13 9360 Touch Screen repair needs, you may contact LaptopRepair.Sydney or visit their site at https://laptoprepair.sydney/laptop-repair/dell-xps-13-9360-touch-screen-repair/
Jinxxx
1 Message
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May 17th, 2018 03:00
Dalabri
2 Posts
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June 18th, 2018 06:00
Which solution?? I still don't have a solution for the same problem. See my reply to Copper.
Regards,
Daniëlle
Dalabri
2 Posts
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June 18th, 2018 06:00
I am having the same issues. Laptop is 1,5 month old, it drives me grazy, I did everything you can think of. Now waiting for Dell support, because after waiting a long time on the phone and no results, I decided to try by e-mail.
This has to be fixed really quickly.
Really thought I had a great computer.
@Dennis..... already a solution??
Regards,
Daniëlle
ryanbb
1 Message
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September 19th, 2018 14:00
DoeADeer
1 Message
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October 2nd, 2018 08:00
I've been working on a client's workstation for days trying to figure out the BSOD. I just happened to google the make and model to then find this post. Hopefully the fix works and that I saved the day. I'll reply to this thread, I'm hopeful but not holding my breath.