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2725
XPS 15 Crashing When Plugging in USB C cable
XPS 15 9570
Hello,
My computer seems to have random behavior whenever I have my USB C to display port cable plugged in
I get the following results:
1) Sometimes, as soon as I plug in the USB C cable, my computer just crashes (the laptop screen's pixels are all distorted and everything is frozen; I have to hold the power button for several seconds to force shut it off).
2) Sometimes when it's plugged in, the second monitor screen randomly turns off an on.
3) Sometimes when it's plugged in, my computer and second monitor work fine (most desired result)
This is very frustrating since I paid a lot of money for this laptop; I want to get some work done on weekends and I have to deal with this 33% chance of my monitor/computer working correctly. As of 11/05/2022, I have all the latest drivers available from SupportAssist program. My OS is Windows 11 PRO.
This is the monitor I'm using https://www.amazon.com/ASUS-VG279QM-Compatible-DisplayHDR-DisplayPort/dp/B0845QFDVM.
I also have a 3rd monitor plugged in via an HDMI cable and that monitor is always fine. I haven't seen issues with it yet.
Note: when I'm using my work laptop (which is a macbook), I'm using the same exact cable and monitor and everything works fine.
nheiting98
8 Posts
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November 13th, 2022 05:00
Recently I have turned off the "overclocking" feature for my monitor so that its refresh rate is 60hz instead of 280hz. The monitor has been working fine so far. I'm not sure if it's a coincidence or maybe if the refresh rate was too high for the laptop to handle?
DELL-Jesse L
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17.1K Posts
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November 7th, 2022 09:00
nheiting98,
Are you plugging the adapter to the left side of the systems Thunderbolt 3 (USB 3.1 Gen 2 Type-C) port with Power delivery?
nheiting98
8 Posts
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November 7th, 2022 13:00
Yes, Jesse. That is where I'm plugging my cable into (the cable from the first Amazon link).
d5123101
2 Intern
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457 Posts
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November 8th, 2022 07:00
In this case, is it possible to 'restore' the system if you unplug the cable?
In this case, can the connection become more stable by unplugging and replugging?
nheiting98
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November 8th, 2022 07:00
Hey, what does 'restore' mean in this context? In the first scenario, my computer freezes. The mouse cursor and keyboard options don't do anything. I have to hold the power button to shut my machine off.
d5123101
2 Intern
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457 Posts
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November 8th, 2022 07:00
If you unplug the cable after the computer freezes, can it 'unfreeze' itself without having to hold down the power button?
nheiting98
8 Posts
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November 8th, 2022 08:00
The computer stays frozen
d5123101
2 Intern
2 Intern
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457 Posts
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November 8th, 2022 08:00
Have you ran BIOS diagnostics and/or SupportAssist diagnostics?
nheiting98
8 Posts
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November 8th, 2022 08:00
How/where do I run the BIOS diagnostics? I ran the SupportAssist diagnostics within the last week.
nheiting98
8 Posts
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November 8th, 2022 13:00
I ran the BIOS diagnostics (held F12 on startup --> diagnostics) and it said all tests passed.
d5123101
2 Intern
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457 Posts
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November 9th, 2022 03:00
When did this issue first start occurring and how old is the laptop?
nheiting98
8 Posts
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November 9th, 2022 05:00
I bought this as a refurbished laptop on eBay from someone, so I don't really know. I've only had the laptop for about a month.
d5123101
2 Intern
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457 Posts
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November 11th, 2022 03:00
Ask the seller for a refund, eBay sellers are more likely to take back merchandise.
d5123101
2 Intern
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457 Posts
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November 18th, 2022 21:00
Yeah, I didn't know you were driving the monitor at 280hz that definitely could have been the issue. If the issue does not reoccur feel free to mark your reply as the solution.