Dell XPS 13 9350 brand new freezing ALL THE TIME

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Omar_1

Omar_1

Honorable
Jan 20, 2014
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10,510
Dell XPS 13 9350 brand new (used it for a week), freezing all the time?

On outlet power: freezing
On battery: freezing
Offline: freezing
Online: freezing
Idle: freezing
Active: freezing
Every 5 minutes: freezing
Playing video: freezing
Not playing video: freezing
Screen flickering: sometimes
Very frustrating? Yes
Tried Dell support? Yes, nothing

Specs:
i5 6200u
8 gb ram
samsung 850 evo m.2 (user replaced)
intel hd 520 graphics
1080 FHD display
Windows 10

Please let me know if there's anything I can do. It's really frustrating and I work and study online so I really need it to work!
 
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Ironsounds

Ironsounds

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Jul 31, 2011
10,403
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Hello... Are you having to Power down and re-start Windows after each freeze?

We can look at the Windows debug screen... You NEED to be logged on as administrator to the OS...

let's see what the OS is reporting as the error... Right click computer-manage-System Tools-Windows logs-system.... Click on the "RED" errors, for more information... and files/drivers/Apps, comments/suggestions/information associated with them B )

Posting screen images from here will help me, help you faster... But copy and posting text will work too B )
 
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Omar_1

Omar_1

Honorable
Jan 20, 2014
9
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10,510


Online support referred me to a number that's not working because "They only support US customers". I bought it from Amazon but I don't live in the US
 
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Omar_1

Omar_1

Honorable
Jan 20, 2014
9
0
10,510


Hello and thanks for helping. Yes it completely freezes and I have to hold the power button till it shuts down then power it on again. Here's a link to some screenshots from Windows Logs. As you can see all of these happened in one day, and there are many like them. BTW, the only thing that responds while freezing is keyboard backlight controls. I can press fn + f10 while the pc is frozen and keyboard backlight controls are still there (high, low, off).

http://imgur.com/a/Tencg
 
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pingu_Z

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Jun 21, 2008
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I didn't know that Dell sold laptops on Amazon, what kind of drive was in the machine before was it also an M.2? When you installed the OS was it a fresh install or did you transfer the install from the old drive using some sort of cloning software?
 
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Omar_1

Omar_1

Honorable
Jan 20, 2014
9
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10,510


It's from an Amazon seller, not Dell directly of course. The drive was another samsung m.2 drive but it was much slower and had lower capacity. I cloned the drive.
 
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pingu_Z

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Jun 21, 2008
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Yeah you can't clone them, depending on the controller it needs a completely different HAL which is compiled on install. You are probably going to have to do a fresh install.
 
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Ironsounds

Ironsounds

Champion
Jul 31, 2011
10,403
4
56,960
Hello... thanks for the great img... that's how I like them... B )
1) All the kernel power errors are from you Powering down after a freeze... we will assume at this point in the investigation. "Windows was not shut down properly"

2) You are experiencing HDCP errors from the Intel driver and the Monitor/display... this might explain http://www.howtogeek.com/208917/htg-explains-how-hdcp-breaks-your-hdtv-and-how-to-fix-it/

Basically you have a NON-HDCP device that is being asked/checked by intel or by the "software-movie-file"

3) What are your display connections? models/brands etc?
 
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Omar_1

Omar_1

Honorable
Jan 20, 2014
9
0
10,510


Are you 100% sure about this? The freezing was present on the previous SSD although not nearly as frequent.
 
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Omar_1

Omar_1

Honorable
Jan 20, 2014
9
0
10,510


I honestly have no idea what HDCP means. I don't use an external monitor or use HDTV. I only used the laptop's own screen. Yesterday I used an external monitor once but nothing happened then (no freezes). Maybe there's something I can't understand?
 
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pingu_Z

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Jun 21, 2008
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18,520


I have not heard many stories of successful clones between M.2's especially when there is a large generational gap or the manufacturers use different controllers but looking over those cases the system fails to boot and just cycles over and over so my bad that doesn't seem applicable to you.
 
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Omar_1

Omar_1

Honorable
Jan 20, 2014
9
0
10,510


Too late for that. I already did a fresh install of Windows 10 and it froze again while installing drivers
 
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