DELL XPS 13 2015 9350 not working, random BSOD, need help !

Hi,

I received my DELL XPS 13 2015 9350 last monday (QHD+, 1TB SSD, 16GB RAM), I was so happy after a long wait (I was waiting the Skylake version, and after 1 month to get delivery).

One day after using it, I had a first BSOD when I turned on the computer after sleeping mode with this error : "SYSTEM_SERVICE_EXCEPTION (btwaudio.sys)".

Some hours later, I was watching a 4K video on YouTube and I got a BSOD again but another error : "0x00000869".

Each time, the computer restart.

And again the first BSOD after exit the sleeping mode.

And... The second BSOD back during a Skype text conversation.

I updated everything from Windows Update and DELL update tool.

I also did a complete diagnostic using the DELL online tool, and the DELL tool on boot. And also a memtest on boot. And I updated the BIOS to the last version. I don't use any antivirus software except Windows Defender.

I searched on Google, I find nothing for the second error, but for the first it's something with Bluetooth drivers.

After, I did a reset on the computer using the Windows tool, but it installed Windows with all the DELL drivers and tools. Then I updated to the new Windows 10 Threshold 2 (1511), during the update, I got a new BSOD with a new error : 0x00000050 which is related to ntoskrnl.exe. And the installation finished successfully. But after restart the computer, the Wifi and Bluetooth cards wasn't detected anymore. So I used my girlfriend's computer to download it.

Then yesterday I used my computer all day without any problem, but at 8pm, I got a new BSOD !

And after restart, the Wifi card isn't detected anymore. So I installed the driver again (9350_Network_Driver_MYJHH_WN32_1.519.0.0_A01.EXE) to get the Wifi working.

After this, I downloaded the Windows 10 Pro 64 bits ISO using MediaCreationTool64.exe to do a fresh install.

I booted using Legacy mode to see the USB key, but the Windows installer didn't dectected my SSD. I find a solution here on Reddit, then I installed Windows successfully.

I installed the Wifi driver I previously put on USB key and then I updated everything with Windows Update. During the update, I got AGAIN a blue screen (BSOD) !!! A new one :

I am disappointed and lost, I don't know what to do... I received my XPS only 5 days ago and I can't use it.

Thanks in advance for your help and sorry for my bad English (I'm French).

 

I can think of two things:

1). When you bluescreen so randomly, and in so many different ways, its possible you have bad RAM. Download Memtest86+, running a full diagnostic, and see if any of your RAM is bad.

2). A lot of errors look like they are coming from your wireless card (controls both WiFi and Bluetooth). Try uninstalling that, and running your computer on either Ethernet, or a spare USB WiFi adapter, to see if it foxes the problem.

I would also have recommended a fresh install of Windows with fresh drivers, but you have already done that. It leads me to believe there is a hardware problem somewhere.

Sent from my XT1575 using Tapatalk

 

If no memory errors turn up, update the Wi-Fi/Bluetooth driver package and see what transpires.

 

Most likely it is the wireless drivers. Any other XPS 13 users reporting similar BSODs?

 

Thanks for your fast answers.

I already did a memtest last night, with no error :



Since morning, I didn't get new BSOD and I'm still using the computer since many hours...

So from my fresh Windows installation, I only got the BSOD about "Intel(R) Display Audio Driver", error 0x000000BE, when I was updating with Windows Update. It was before installing the drivers from DELL.

 

Some news :

20min ago, the computer went in sleeping mode. After turned on it, no Bluetooth anymore... My mouse (Logitech MX Anywhere 2) doesn't work anymore, and the Bluetooth logo isn't in the systray anymore.

Then I turned off the computer... But I got a black screen, and didn't turned off... I waited and I forced shutdown by pushing the power button some seconds.

On restart, it was blocked on the "DELL" logo for many minutes. So I forced the shutdown again and then start again and it's working now with Wifi and Bluetooth.

That's crazy ! I don't know what to do...

 

Sounds like a faulty motherboard at this point. You have ridiculous amounts of random BSODs related to hardware failures. Time to get that motherboard replaced.

Sent from my XT1575 using Tapatalk

 

Just get it exchanged, you may have to wait, but I wouldn't accept them fixing it without a big discount.

Sent from my Venue 8 7840 using Tapatalk

 

The problem is I can't wait because I already sold all my others computers... And I need to work.

But of course I want an exchange, I got the computer less than 1 week ago, so I want a new one.

I hope DELL will find a solution.

Thanks.

 

New BSOD some minutes ago ! And no Wifi anymore when it restared, I needed to reinstall the Wifi driver again to get Internet back...

Here what the Minidump say :

I become crazy...

 

Could just as easily be a bad SSD. It is rare indeed, but your situation fits the profile.

Before anything else, manually remove the Wi-Fi and Bluetooth drivers from Device Manager, and check the "Delete the driver" file checkbox when you do so. Then remove all software related to Intel PRO/Set Wireless or Dell Wireless from the Programs and Features menu. Following that, try a reinstall of the latest driver and see if it corrects anything.

 

New BSOD à 5:10pm with the same error, but this time, no Wifi AND my bluetooth mouse doesn't work after restart...

Thanks I gonna test what you told me, but this is strange, since some hours DELL only show 4 available downloads in the "Drivers & downloads" page, there is no drivers anymore ???

 

Strange for sure -- they may be using stock Windows Update-delivered drivers for now because perhaps there is a problem with the others?

I would suggest creating a System Restore point, trying the above steps, and then rebooting to see if the drivers are installed automatically upon a reboot. It's always tougher with network issues as network drivers are required to download from the Windows Update database, but they may yet be included in Windows' stock database since Win10 packages most of them as default.

Is this a Dell Wireless card or an Intel card?

 

I have the Dell Wireless card from Broadcom.

I just did the above step so I'll see but I gonna ask DELL to replace my laptop as the BSOD are very random... Cause maybe it will work for the next 24h and after I'll get a BSOD again.

I don't trust my laptop anymore... I can't work on it.

 

Drivers can do that, so can bad SSDs. But yeah, a full replacement obviously would fix it as well.

 

I would do the same. My 9350 XPS 13 has been okay. The first few days I would the Intel graphics driver crashing every few hours. Updated the driver. It seems okay now. Also the touchpad was an annoyance for me. But the 1511 fall update has improved the precision touchpad alot. Still not perfect but bearable.
The main problem is the BIOS. I know it is very buggy. My 9333 Haswell would show a BIOS start up time of about 1.5-1.7 seconds (before Windows 10 loaded from the SSD). My 9350 Skylake BIOS start up time is typically around 13 seconds.
Also I did test the SSD with CrystalDisk (not sure if CrystalDiskInfo or CrystalDiskMark). It says my read speed is around 1180MB/s which is around 1.2GB/s. And the write speed was as expected lower but still around 0.5GB/s. But 9350 feels a fair bit slower than my 9333. A Skylake i5 U chip V a Haswell i5 U chip should be no contest. Same with PCIs (NVMe) SSD vs SATA SSD.
I'm pretty happy with the computer. But the Dell BIOS is of very low quality at the moment.

 

I already tested every ways to install drivers... :/

I've no issue with Graphic Driver (except after reinstalling Windows, I got one BSOD, and graphics driver always crashing before I install the one from DELL).

I'm trying to test my SSD with CrystalDiskInfo but I have "Disk Not Found"...

 

Then it could in fact be a storage or chipset driver issue you're dealing with.

A good storage driver to try (if you have the Samsung SSD) is this one I posted in my Surface Pro 4 article:
http://www.samsung.com/global/business/semiconductor/minisite/SSD/global/html/support/downloads.html
(scroll down to Samsung NVMe Driver Installer)

It could also be a chipset driver or -- as has been mentioned before -- either a problematic SSD or board.

 

A Prosupport Senior Technical Assistant from DELL just sent me an email to tell me he gonna ask the quality service for an exchange.

I'm waiting for news from him...

 

I have the same issues with my XPS 13 . I am hoping it is a driver issue .

 

Can you describe your issues please ?

 

Wireless does not work from sleep , video driver crashes and blues screens daily ,0x0000869

 

Mine seems to only blue screen when connected to an external monitor with a usb-c to hdmi adapter. Do you connect to a external monitor?

 

Try downloading 'Whocrashed' to see what causes this exactly. the wifi drivers are dodgy for sure, I have the same problem in the broadwell version.

 

two more blue screens today , I returned mine to the Microsoft Store . Back to my Macbook Pro for now.

 

Yes it's better to send it back. I asked DELL to put the Intel wifi chip instead of the Broadcom one, I hope they will be ok.

 

Hi all,

I've been getting a black screen of death on my XPS 13, 512GB, i7 (6th gen), 16 GB RAM laptop intermittently when I wake it from sleep. I have run WhoCrashed - great tool by the way - and every memory dump states that the Intel Audio Display driver crashed. Intcdaud.sys with "IRQL_NOT_LESS_OR_EQUAL". I called Dell about this and they had to escalate to tier 2 support - waiting for a call back. I was able to find a more recent version of that driver from Intel, and alas, it STILL crashes after I sleep the PC about 5 times.

I just decided I'd try to stream a video game from my XBox One to the XBox app - its really sweet that you can mirror your XBox on the HD display of your laptop and it runs really fine for a while then I get a BSOD. WhoCrashed states that the Broadcom Wireless Driver crashed with "CUSTOM_ERROR". It did this twice, I imagine it will happen again. I expected more out of a $2,000+ laptop. I'm so very disappointed. I'm hoping this is a hardware issue and they can just replace it.

The first XPS13 they sent me started having screen display issues (flickering off and on) after the first day of having it. So I had to wait another month to receive this replacement, which is looking defective to me also. Real bummer. I'm going to run MemTestx86 and see if it finds anything with the RAM.

I fear I'm not alone in this dilemma.

 

Aie aie aie !

I will receive the new one in 5 days, I hope it will be ok...

Anyway, with the current one, I don't get BSOD anymore since some days, but I've some others bugs.

These problems are very strange and I hope it will be all fixed.

 

Last news :

I received the new XPS, which has a bigger problem : speakers was very bad, lot of vibrations inside.

I was waiting for someone come to repair it and I tried to update the last BIOS on my first XPS... Finally all seems alright now on the old one !!!

So I gonna send back the new one.

Crazy story !

 

Its like I was looking in mirror. I had the same exact problems. I fixed the wireless and Bluetooth problem by disabling and enabling the wireless card in the control panel, device manager. I know this post is old but did you ever find the problem?

 

Finally I kept the old one (the one with BSOD), after last BIOS update and reinstall, I let Windows install the drivers and all is alright now.

But it still very strange as I already reinstalled many times before...

 

Hi, anyone still having these btwaudio BSODs? I have the freshest drivers and BIOS installed and every now and then have these problems. Often just after wakeup from standby, but sometimes also just randomly. Also have issues with WiFi and Bluetooth, but that's more an annoyance than a real problem (and shouldn't exist in such a top tier notebook).

Code:

Debugging Details:
------------------

TRIAGER: Could not open triage file : e:\dump_analysis\program\triage\modclass.ini, error 2

EXCEPTION_CODE: (NTSTATUS) 0xc0000005 - The instruction at "0x%08lx" referenced memory at "0x%08lx". The memory could not be "%s".

FAULTING_IP:
btwaudio+8765
fffff807`b7d38765 ff5058          call    qword ptr [rax+58h]

CONTEXT:  ffff8200a092baf0 -- (.cxr 0xffff8200a092baf0)
rax=eef3bba6bd3ca4ea rbx=ffff9e03a5dbb048 rcx=ffff9e03a5dbd000
rdx=ffff9e03a5dbb000 rsi=0000000000000006 rdi=0000000000000180
rip=fffff807b7d38765 rsp=ffff8200a092c500 rbp=0000000000000020
 r8=0000000000000001  r9=0000000000000000 r10=0000000000000000
r11=ffff9e03a5af5070 r12=0000000000000000 r13=fffff807b7d58100
r14=0000000000000000 r15=ffff9e03a386b800
iopl=0         nv up ei ng nz na po nc
cs=0010  ss=0018  ds=002b  es=002b  fs=0053  gs=002b             efl=00010286
btwaudio+0x8765:
fffff807`b7d38765 ff5058          call    qword ptr [rax+58h] ds:002b:eef3bba6`bd3ca542=????????????????
Resetting default scope

CUSTOMER_CRASH_COUNT:  1

DEFAULT_BUCKET_ID:  WIN8_DRIVER_FAULT

BUGCHECK_STR:  0x3B

PROCESS_NAME:  RAVBg64.exe

CURRENT_IRQL:  0

LAST_CONTROL_TRANSFER:  from ffff9e03a5dbb048 to fffff807b7d38765

STACK_TEXT:
ffff8200`a092c500 ffff9e03`a5dbb048 : ffff9e03`a5dbb048 00000000`00000bb7 ffff9e03`a383eec0 00000000`00000800 : btwaudio+0x8765
ffff8200`a092c508 ffff9e03`a5dbb048 : 00000000`00000bb7 ffff9e03`a383eec0 00000000`00000800 fffff807`b7d34b56 : 0xffff9e03`a5dbb048
ffff8200`a092c510 00000000`00000bb7 : ffff9e03`a383eec0 00000000`00000800 fffff807`b7d34b56 ffff9e03`a5dbb000 : 0xffff9e03`a5dbb048
ffff8200`a092c518 ffff9e03`a383eec0 : 00000000`00000800 fffff807`b7d34b56 ffff9e03`a5dbb000 00000000`00000bb7 : 0xbb7
ffff8200`a092c520 00000000`00000800 : fffff807`b7d34b56 ffff9e03`a5dbb000 00000000`00000bb7 fffff807`b7d58100 : 0xffff9e03`a383eec0
ffff8200`a092c528 fffff807`b7d34b56 : ffff9e03`a5dbb000 00000000`00000bb7 fffff807`b7d58100 ffff9e03`a383eec0 : 0x800
ffff8200`a092c530 ffff9e03`a5dbb000 : 00000000`00000bb7 fffff807`b7d58100 ffff9e03`a383eec0 00000000`00000000 : btwaudio+0x4b56
ffff8200`a092c538 00000000`00000bb7 : fffff807`b7d58100 ffff9e03`a383eec0 00000000`00000000 ffffe686`af6f4270 : 0xffff9e03`a5dbb000
ffff8200`a092c540 fffff807`b7d58100 : ffff9e03`a383eec0 00000000`00000000 ffffe686`af6f4270 00000000`00000000 : 0xbb7
ffff8200`a092c548 ffff9e03`a383eec0 : 00000000`00000000 ffffe686`af6f4270 00000000`00000000 ffff9e03`a99c2380 : btwaudio+0x28100
ffff8200`a092c550 00000000`00000000 : ffffe686`af6f4270 00000000`00000000 ffff9e03`a99c2380 ffff9e03`a5dbb000 : 0xffff9e03`a383eec0


FOLLOWUP_IP:
btwaudio+8765
fffff807`b7d38765 ff5058          call    qword ptr [rax+58h]

SYMBOL_STACK_INDEX:  0

SYMBOL_NAME:  btwaudio+8765

FOLLOWUP_NAME:  MachineOwner

MODULE_NAME: btwaudio

IMAGE_NAME:  btwaudio.sys

DEBUG_FLR_IMAGE_TIMESTAMP:  55b9a9e9

STACK_COMMAND:  .cxr 0xffff8200a092baf0 ; kb

FAILURE_BUCKET_ID:  X64_0x3B_btwaudio+8765

BUCKET_ID:  X64_0x3B_btwaudio+8765

Followup: MachineOwner
---------

 

WiFi & Bluetooth issues: sounds like you're using the Boradcom card - correct? Are you using 2.4GHz WiFi? There are issues with interference between WiFi and Bluetooth because of overlapping frequency utilization. I ended up replacing the Broadcom card in my 9350 with the Intel 8260 and since doing that I haven't had any further WiFi or Bluetooth problems (I use a Bluetooth mouse). It also fixed the issues I had with both WiFi and Bluetooth connectivity after waking from sleep. It was an easy, cheap changeout and I'm really glad I did it.

 

Thanks! I think that's going to resolve the problem and will most likely end up changing it (to 8265), but wait for Dell to get back to me (still under warranty).

 

I've been having random BSOD every few days for a while now on my XPS 13 9350. I've spent a while on the phone with Dell tech support, clean reinstalled Windows 10, etc. and they did all the trouble shooting that they can possibly do without me sending them my laptop. I changed my SSD and switched OS from Windows 10 to Linux Ubuntu 16.04, and now there's no more BSOD. I'm not sure if it was the SSD drive or the OS.