DELL XPS 13 9343 random shutdowns.

[aleks94]

So i've had this laptop for about a year and a half now. within the last few months i was having thermal trip issues. i replaced the thermal paste and it seems to have fixed that issue and i found no more errors in my logs.

Although, the same time that was happening i was also getting random shutdowns/restarts. which is still an ongoing issue. I completely wiped the system and did a fresh install hoping it was on the software side of things but that doesnt seem to have fixed it.

Anyone experience anything similar or know why this might be happening? I would greatly appreciate the help.

 

[saicha]

I have the same issue with random restarts. It's a new laptop with few apps installed on it.

 

[sanisera]

Hi Aleks 94,

Have you found a solution to the random shutdowns?

I just got a Dell XPS 13 (late 2017 version) and I'm having similar issues (random shutdowns when I'm working without a charger plugged in). It's very frustrating, since this is a new 'replacement' laptop that Dell sent me two weeks after the first one was 'dead on arrival'. I wish that the online laptop reviews that glorify XPS systems would mention how unreliable Dell is.

Personally I agree with you about 10. But some people love it.

So i just remembered i could check crashlogs and ive got a plethora of reoccurring errors and warnings.

For starters i get the same 4 warnings all in a row at the same time regarding the cpu. (im assuming for each core)

Kernel-Processor-Power (Microsoft-Windows-Kernel-processor-power) event id: 37
The speed of processor 0 in group 0 is being limited by system firmware. The processor has been in this reduced performance state for 23 seconds since the last report. (for the other 3 errors instead of saying processor 0, itll say processor 1, 2 etc)

The next thing i get is a critical.

The source is Kernel-Power, event id: 41
The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly.

finally this is the other error i get, this is the one thats quite frequent. other than that, there arent many other errors.

The source is DistributedCOM and the event id 1005
DCOM got error "1084" attempting to start the service dps with arguments "Unavailable" in order to run the server:
{DDCFD26B-FEED-44CD-B71D-79487D2E5E5A}

Now for the error above, the number slightly changes as does the event number, although the rest of the error is exactly the same.

Sorry to kinda dump this all in one message, any ideas or thoughts? I dug up a little info on the power error. Supposedly thats a power supply issue, that error is exactly when my laptop shut off today. which leads me to believe its my battery thats the issue. even though i said this happened while plugged in as well, its quite possible that it being plugged in is irrelevant because the battery would still be active, just charging. Previously i suspected the battery to be the culprit even before i made this post but i kind of came up with my own conclusion that it was not because after running cfg -energy in CMD nothing checked out wrong for power. But, knowing that upfront diagnostics may not always find the errors behind the problem, i decided to check crash logs. seems like ive got a lot of valuable information here that could determine the exact cause of the shut downs.

 

[hubikhub12610]

Hi,

I have had the xps 13 9360 for about 3 weeks and have been getting "bsod" with an error bad_pool_caller for some time, so I decided to reinstall windows 10. After reinstalling windows the laptop randomly shutdowns, I didn't have this problem before reinstalling win 10.

Any one have a solution?

 

[saicha]

Finally, my laptop is working normally without shutdowns. Dell has released updated bios driver(2.4.2) on their site. Installing this driver might solve the problem. Mine is working fine now. I have to test it for few days though.

http/www.dell.com/support/home/us/en/19/drivers/driversdetails?driverId=YFTT1

 

[sanisera]

After working with some of Dell's tech support, we reset the computer (bascially erased everything and started the computer from scratch). After reading saicha's suggestion of updating to the new BIOS driver (released Dec 12, 2017), I haven't had the random reboot issues. I have tried three times working without being plugged in to a charger and below 40% and it hasn't rebooted! By the way, Dell's Support Assist software didn't automatically update the driver, so I had to manually install it. Hope this helps someone else.

Hi,

I have had the xps 13 9360 for about 3 weeks and have been getting "bsod" with an error bad_pool_caller for some time, so I decided to reinstall windows 10. After reinstalling windows the laptop randomly shutdowns, I didn't have this problem before reinstalling win 10.

Any one have a solution?

Finally, my laptop is working normally without shutdowns. Dell has released updated bios driver(2.4.2) on their site. Installing this driver might solve the problem. Mine is working fine now. I have to test it for few days though.

http/www.dell.com/support/home/us/en/19/drivers/driversdetails?driverId=YFTT1

 

[oscarv19]

Have you run the antivirus and malware checks?

Yeah i have, everything checked out fine.

Did you manage to find what was happening with your laptop?

I also have a Dell XPS 13 9343 and I'm facing very similar issues: bsod every day with different messages every time, dell diagnostic checks pass correctly, memtest86 passed correctly, Windows' chkdsk found no errors.

I installed a clean version of Windows 10 after formatting the entire drive and got a bluescreen after the first user login, so I tried the "driver verifier" and got an error of "fltmgr.sys" which seems to be related to the file system but still haven't found a solution.

 

[aleks94]

Have you run the antivirus and malware checks?

Yeah i have, everything checked out fine.

Did you manage to find what was happening with your laptop?

I also have a Dell XPS 13 9343 and I'm facing very similar issues: bsod every day with different messages every time, dell diagnostic checks pass correctly, memtest86 passed correctly, Windows' chkdsk found no errors.

I installed a clean version of Windows 10 after formatting the entire drive and got a bluescreen after the first user login, so I tried the "driver verifier" and got an error of "fltmgr.sys" which seems to be related to the file system but still haven't found a solution.

It's been along time and i honestly forgot about this thread once i fixed my issues, i hope everyone was able to do the same. extremely late reply but better late than never.

In my case, after doing a test of every piece of hardware and software on the computer + a complete reinstall of the OS (i generally reinstall my OS every year anyways to freshen it up) I found out what the solution was for my particular issue. It was the last thing i checked, which i thought i had already looked over but seemed to have missed it. It ended up being a lose ribbon cable. When you open up your laptop, there will be a chip inside that controls the power/reset/sleep button and your sd card reader/usb part. the ribbon cable there was lose, so the part that flips down and clips the ribbon down was open. so in my case, that was what was triggering the VERY random shut downs and cause my power button to mal function and never work. Once i had secured everything in place, everything worked flawlessly, to this very day as i am typing on the exact laptop

I hope to anyone reading this, this may help you out if youre having a similar issue

cheers,