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XPS 15 9750 / TB16 - Hardware or Software?
XPS 15 9570
Dell Community,
Today was one of the most frustrating days troubleshooting my laptop. Please be patient with me. I want to share all details so anyone that might advise will be informed before commenting.
Here we go...
Roughly 15 minutes after boot-up this morning, the laptop had a hard shut off. As if the battery was dead and I pulled the power cable. I turned it back on and did not get much further than logging in. At some point, the laptop would not turn on, get past the "Blue Screen of death" or beyond SupportAssist Recovery.
I checked the simplest thing first. The power path. The connection at outlet, IEC connection at transformer, DC connector into the dock and USB-C cable into the laptop. All connections seated tightly. FYI, the dock never lost power while I tried to boot and log into the laptop.
The Blue Screen error code was 0xC000021A. I followed the suggestions from two articles.
One with 7 steps and
one with 10 steps. Most were overlaps. No luck.
In SupportAssist Recovery, I scanned hardware several times (no errors) and went back all recovery points. No luck. I decided to move ahead with resetting the device by backing up my files and settings and then reinstalling the OS. Doing so using the standard 130w PSU, a USB-CAT5 adapter and external hard drive. After several hours, I started the process of installing and updating drivers and software.
I was then ready to connect up the TB16 dock. Not only was it not recognized, I got the lower power warning / slow charging error. Unlike some comments I found in this Dell Community, the battery charges and holds at 100% under "normal" use. FYI ,not recognized means the laptop see no external monitor, hard drives or network connection via the dock. All devices work when connected directly to the computer.
The latest TB16 firmware looks to be 1.0.5 on July 16, 2021. I tried to install but I get the error "Only one dock must be attached before the dock firmware can be updated." I tried starting the .exe with and without the dock connected to the laptop. I'm administer.
I plugged and unplugged the dock while watching the Device Manager. The only changes I could see were.
- Root Hub (USB 3.0) -- 1 while unplugged and 2 while plugged in.
- USB 3.1 eXtensible Host Controller -- 1 while unplugged and 2 while plugged in.
The Thunderbolt Software shows "No attached devices chains listed." Although as I type this, I cannot find the software on my computer.
I recalling seeing the TB16 listed in Devices and Printers in the past but it is not there now.
Before and after the reinstall of the OS, I tried the suggestion of
- Unplug PSU from TB16
- Unplug USB-C
- Hold power button for 45 seconds
- Plug PSU and USB-C
I came across a reference to issues with the most recent dock firmware update causing damage to the charging circuit inside the laptop. Since I am not under warranty, I decided to take a look and I saw no thermal damage. And without digging to deeply I saw no loose cabling. This reference to damage made me also check on if anything was wrong with my 240w PSU. The AC into the PSU is good. The voltage coming out is 19.71 VDC which is exactly where I would expect it to be for a nominal output rating of 19.5 VDC. I do not have small enough leads on my VOM to test the 5 VDC on the USB-A or C connections on the dock.
Maybe this is not important, but I turn my whole setup on/off at what I would call an industrial grade power strip when it is not in use. There would have to be a significant voltage spike to cause damage.
I suspect and hope I missed something.
Thoughts?
Thank you.
Saltgrass
3 Apprentice
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4.3K Posts
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January 22nd, 2023 09:00
Maybe we could break this into separate events. The first problem with the Blue screen is mentioned in the link. If you have not seen this or other links I supply, they may help. I will assume you system is back to normal except for the TB16 DOC.
Bug Check 0xC000021A WINLOGON_FATAL_ERROR - Windows drivers | Microsoft Learn
As far as the TB16, I have one of those and it connects into my laptop's charging port. I suppose you plug yours into port 4 without any other external power supplies?
I lost the link to setting up the drivers but I will try to find it. In the Device Manager, under Software Components, I see two Thunderbolt entries. In System devices I see a Thunderbolt controller. Nothing in the Windows 10 Devices and Printers section. All I have plugged into the Dock is the Ethernet and it works fine.
Hopefully, no physical damage has been done. The specific sequence of installing drivers on both the system and dock can be confusing. When I start the Firmware updater, it shows all components are up to date.
The power strip situation my not be involved, but something easy to change for testing purposes. I suppose the Dell Boot Diagnostics does not show any problems on your system?
Maleko1
5 Posts
0
January 23rd, 2023 09:00
Saltgrass,
Thank you for responding.
I'm splitting things up between physical and software...
Software
Blue Screen: Yes, the 0xC000021A error has not been an issue since the SupportAssist Reset process.
Hardware
I imagine it is time to look for a new laptop and keep my current one as a backup. Although not a very reliable one.
Any additional thoughts?
Thank you.
Saltgrass
3 Apprentice
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4.3K Posts
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January 23rd, 2023 13:00
I am sure anything I might ask, you have already answered in some form or another.
So, you have the Thunderbolt enabled in the Bios and installed the Thunderbolt Driver and Firmware upgrade. Make note, there are two Thunderbolt chipset drivers, so make sure and get the one your service tags shows for your system.
If I don't have the Dock, or some other Thunderbolt device plugged in, no Thunderbolt devices show. If I look at the Hidden devices, they are there, just show as disconnected.
I can't think of anything else to suggest. Perhaps you could disable the Thunderbolt in the Bios, then shutdown and reboot a few times to wake it up, then re-enable.
If there is something wrong with your system, it would probably take a motherboard replacement. I have seen some systems that have the external ports on a separate daughterboard which might be replaceable, but I have not checked your system.
Maleko1
5 Posts
0
January 24th, 2023 10:00
Saltgrass,
There was no doubt an OS issue at one point which is mostly fixed.
After your help and additional research, I am pretty confident my biggest issue is with the power section of the motherboard. With some digging, I found the dell service website and gave Dell a call. The power section is not a separate PCB. The motherboard would cost me $1.1k. The DC power input jack with cable is $30.
I'm not sure a replace makes sense for $1.1k. It is unfortunate as the 9570 is still plenty powerful for me.
Thank you for your input.
Regards,
Mark
PS. Should I be checking the "Accept as Solution" even though I'm not sure it really is?
ejn63
10 Elder
10 Elder
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25.3K Posts
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January 24th, 2023 10:00
The boards for the 9570 (there is no 9750) are nowhere near that expensive -- they're not inexpensive, but they're half what you were quoted. Even if you factor in labor to replace the board, it's more like $700 at most depending on the CPU you need.
https://www.parts-people.com/index.php?action=category&id=143&subid=1201&refine=motherboard
Maleko1
5 Posts
0
January 25th, 2023 11:00
Ejn63,
Darn. It appears I cannot fix my typo in the subject.
I came across that source last night. They are all out of stock. Their last 9570 motherboard was in stock in 2020. I'll setup a notice. Until then, I need a replacement.