Studio XPS 1645: random crash problem

Between users and on these forums:
http://en.community.dell.com/forums/t/19303822.aspx
and some of us here I believe there are 8 of us with inexplicable random crashes. For me sometimes its been freezes that can't be ctrl-alt-deleted out of (need to pull plug and yank battery). Sometimes its been BSOD. I average about once every 2 days between crashes. The only thing that I've seen that we all have in common is 6GB of RAM (I have a 4+2 hynix/samsung mix)

We all know how useful dell tech support is, so unless you're going to try and get a refund, I suggest we try and troubleshoot here.

 

Just try pulling the 2GB stick out and run it with the 4GB only for a few days and see if the problem persists.

If it doesn't, problem solved

 

Ensure you have the latest A02 BIOS.

 

Doesn't it void the warranty if you start messing around inside?

For an update, PC Wizzard says my 4GB stick is samsung, and the 2GB is hyundai (labeled hynix).

And yes, I have A02 bios.

 

I'm one of the lucky ones.

i7 720, 1080p WLED, DVD-R, 500gig HDD and 6 gigs of ram

one 4 gig chip by Hyundai and a 2 gig chip by Elpida

I have the A02 bios and the modded Catalyst 9.11 drivers from ATI.

 

Could it be a Win 7 issue? Seems to be a few rumors going around about that. Maybe it doesn't like a piece of hardware in your system though...

 

If it blue screened, open the crash dump in windbg and do an "!analyze -v". Here are step by step directions (from Dell of all places): http://support.dell.com/support/topics/global.aspx/support/entvideos/windebug_tool

 

No, memory is user-upgradeable (as is the HDD, etc).

Your warranty will be fine.

 

Thanks, that was pretty interesting (was that Michael Dell himself?). Anyway it looks like one BSOD was was related to win32k.sys which some say is a RAM issue. Another was related to iaStor.sys which I think is part of matrix storage.

I'm kind of indecisive right now. If it is a RAM issue I'd rather not have dell replace my memory untill I know that these things are stable at 6GB (unless they want to upgrade me to 8 ). Then there is the throttle issue that might mean a mobo replacement.

 

This is interesting. My computer froze as well repeatedly at random times. I did everything with tech support including restoring to the manufacturer specs, updating the bios, and updating all the drivers.

I am doing an exchange. I may just bite the bullet and exchange for an alienware x15 as this computer does not appear to have all the issues as the xps 1645.

 

-same case with my 1645 but i only have 4GB memory

-mine freezes when clicking control panel items

 

Has anyone tried a clean install of win7 (instead of Dell's image) to see if that fixes it? I heard that Dell will only provide support on their own install image, but its worth a shot I guess.

 

My studio xps 1645 freezes at least once a day. I updated BIOS and drivers.
I have 4 Gb memory. So I don't think the lockups are related to a 6 gb memory problem. Sometimes, a few minutes before freezing, the screen got a blue or yellow color cast (RGB display). Dell support was gonna send me new memory and new HDD and have me reinstalling everything.... Ain't gonna do that! If there's no quick and definitive fix i'll ask for a refund and buy a desktop insteed!

 

I'm pretty sure they will support you if you do a clean Windows install. There actually used to be a time when Dell would help you with unsupported operating systems, like walk you through installing a Linux distribution. That was many, many ages ago.

 

Today I had my first freeze while running Windows XP Mode using virtual machine for testing my legacy application.

The mouse, keypad was not working. I tried CTRL-ALT-DEL too to no avail. I had to press Turn-On button for 10 secs to reboot the machine. Could not reproduce it.

Specs: 4G RAM, i7 720QM, 15.6 WLED LCD

 

Well, my new XPS 1645 arrived today. I will need to return the old one. Anyway, I will see if the freeze happens with the new one in the next few days. I will update you on the status of the exchanged/new xps 1645 either way. If the exchange does not freeze, it maybe an issue with the hardware (e.g. the MOBO).

 

Well, I had the new exchange for about 8 hours and it froze. Now I am deciding if I should keep it and wait for a fix or return for a refund.

 

Have you tried the A03 BIOS?

 

Yes and froze once. I guess they'll need to update the BIOS further. I also heard that disabling the dwm.exe in the Processes contained in the Task Manager may help. I tried this and so far so good.

 

dwm.exe = Aero

If that helps any...sounds graphic-like, maybe?

Software sounds very likely for the control panel freezing issue...ran virus/spyware stuff lately?

Hit up Run and enter sfc /scannow. It might fix it...but, be wary, if you have done any "serious" mods (like uxtheme patching), this fudges it all up the pooper.

~Ibrahim~

 

Looks like more and more people are adding to the Dell thread. I wanted to add mine here just in case we can get better answers.

My lock ups and freezes are coming so far only from Video or Graphic apps.
1. Watching Hulu.com or southparkstudios.com Full episodes.
2. Using Photoshop or Illustrator when applying intensive filters.

I always have the atikmdag error in my System Event log when the lockup happens. The computer never blue screens, just becomes unresponsive the display will cycle from desktop to black but mouse and keyboard are so delayed it is unresponsive. CPU / RAM / Network are never very high during the lockup.

The freeze / crash / lockup will continue to happen until I shut it down (holding power button). System Event log shows atikmdag error continuously 1 error about every 30 seconds until I shut it down.

This happens with or without power supply attached 90 or 130 watt.

Locally played videos have not had a problem Disc or file.

Anyone have any suggestions? Dell Tech support suggests I pay for support, even though I have 3 yr warranty highest, because it passes the Dell diagnostic disc test.

 

What version of the ATI drivers are you guys using? I mobility modded the latest ones on my clean install of 7 ultimate and I haven't had any lockup problems.

 

Chad2009 - I am having the same issues as you. The lockups only occur while playing videos, and battery/AC power doesn't seem to make a difference. I haven't attempted any to play any local video files so I can't comment on that. Southparkstudios.com seems to be the easiest way to reproduce the freeze, but it can happen on any number of video sites.

My drivers/BIOS is updated to what is provided on Dell's support site, but I am using the Dell installation of Windows 7. I have also not attempted to mobility mod the latest ATI drivers. Which brings me to...

Chris123NT - You mentioned you have not experienced any freezes with the fresh install of 7 and the mobility modded drivers. Have you tested out any videos on sites like Hulu or SouthParkStudios? If not, I would be interested to know what happens after watching 5-10min+ of fullscreen video. If it is working for you, perhaps I just need to re-install 7 and mod the drivers.

 

I watch hulu videos all the time in full screen and have not had any problems yet. Using the Catalyst 9.12 drivers.

 

Thanks, Chris. I'll give modding a try before I re-install the OS.

 

For those who are still having this problem:

Dell-installed Windows 7 w/ Dell Drivers = Freezing
Dell-installed Windows 7 w/ Modded Drivers = Freezing

Fresh Windows 7 w/ Dell drivers = Fixed.

I've run several hours of video now on sites that used to freeze within a few minutes without a hitch. Fingers crossed.

 

Orry,
#1 Please reply back in a few days again and let us know if you have any issues with the Fresh Windows 7 w/ Dell Drivers. I won't to make sure before I go changing stuff.

#2 Did you use Dell Drivers for everything else? Only for unidentified objects in Device Manager?

#3 Also, What if any other Dell Optional Utilities did you put back on your Fresh Install.
*Face Recognition (I like it, little show off factor)

Other than that, I don't know of any Optional Dell App I like.

 

FYI, I have reformatted my HDD and just installed Windows 7 64bit and I am using the Dell drivers. I have not put back any of the Dell programs or other programs that they gave me on my computer.

I have been using the 1645 for 1 month now and have had no freezes, lock-ups or blue screens. I have installed my own programs that are compatible.

 

A couple days of use later, and still no freezes. In fact, as an aside, things seem to be running quicker in general after the fresh install - which isn't altogether a surprise.

I used Dell Drivers for everything. I've done some gaming, but nothing too demanding (think WoW, Civ 4, etc.) and its run like a charm. The only change I may still make is to apply the modded mobility drivers, but I'll only know if they are necessary after I throw some more demanding applications at it.

I applied Dell Quickset, but outside of that I haven't reinstalled any of the other "optional" Dell apps (I suppose Quickset is optional, but I wouldn't want to run without it). No facial recognition, etc. I'm starting to wonder if the optional programs might be the culprit.

 

I faced ditto problem today when I was playing a video from TED site.

 

Anyone running McAfee Security Center? I usually use AVG free, however it came with McAfee for 15 months.

Other than Drivers and Quickset, that is all I have put on so far. Will test video crash later tonight.

 

I'm not...I'm using Microsoft's Security Essentials.

~Ibrahim~

 

Entirely possible, though I will say from experience that version 2.4.7 of FastAccess (facial recognition) works just fine in Win7.

 

I did a fresh install of Windows Home Premium x64. Used dell drivers (including video). Only dell app installed was quickset. I still have the video issues. atikmdag errors. Only when using online video, either from Hulu.com or southparkstudios. Where southparkstudios will lock it up within 20 min. Hulu is hit and miss.

Called Dell support with Video crash / Hot power adapter (already replaced once) / and Keys that don't work sometimes. New Motherboard, Power Adapter and Keyboard on its way out. Lets hope this fixes my current issues.

Haven't had time to even check or bother with the throttling issue. I wasn't going to install games until the Video issue was taken care of.

 

Here's an idea.

Try running GPU-Z with the log enabled (second tab, I believe). What are the temperatures after it freezes? It saves automatically, so even after a restart, the log file (*.txt) should be there.

Quick question, Chad. While you have your system there, could you download CPU-Z? Just extract it and run the program. On the Memory tab under the General Heading on the left there should be something called Channels #. What does it say in that box? Dual/single?

Thanks,

~Ibrahim~

 

Seconded. MSE is very good, and free.

 

Not at home with laptop right now. I have both apps already so I will post results tonight.

 

Temps are normal, however, GPU Load shoots to 100 during the lockup. Core clock and Memory clock are maxed out as well.

Dual Channel

Attached gpu-z log as well, I cut the log to just before the crash and during the crash.

 

Yeah, I think this related to the power problem.

Looking at that log, the GPU is doing the complete opposite of what it should be. At 0% load (read: little power draw) it is able to run at full clocks. But clocks alone don't actually cause power consumption, it's clocks actually doing something, like a load. Any time you hit a load, the card instantly underclocks (read: throttling).

Is the freeze at the very end of the log? If so, that would also make sense because now it's running at full speed AND has a 100% load: it doesn't have the power so it shats itself.

~Ibrahim~

P.S. Thanks...I was curious whether the 6GB actually ran in dual channel (seeing how it's a 4GB and a 2GB), but they do.

 

Yes the freeze is at the end of the log. System becomes unresponsive therefore I think the log stopped as well, until I killed the system after 5 minutes of it locking up. I was hoping the log would continue the whole time during the lockup/crash.

Yeah I always thought you had to have a matching pair to do dual channel. I did some research after you posted it to check and it doesn't even matter if they are the same clock, manufacture, or even size to run dual channel. They will meet in the middle to sync as dual channel.

Technician will be here today 3 - 6pm PST. I wonder if he will be the least bit helpful. We will see.

 

Good luck!

 

I have these issues as well. I'm using a SXPS 1640 w/ a P8800, 4670 1GB, RGBLED screen, and 4GB of RAM.

I've had the system exchanged once for this and other issues, and the replacement system seems to have the issue as well, although in the past 5 days or so I have not had any crashes, so perhaps it is a good sign. If the crashes start again, then I am done with this laptop - after a clean install, running memory tests, running circles around Dell support (who often want me to do trivial things I've already done, such as reinstalling drivers), it simply isn't worth the effort.

But for now it's running okay - if it happens again I'll note it here. It's relieving to see that I'm not the only one with the issue.

 

Got the following replaced on 12/22:
1. Motherboard - Did Not fix video crash/lockup or Power Supply being hot
2. Power supply - Did Not fix Power supply being hot
3. Keyboard - Did fix some keys intermittently not working

Dell reps only came to do their jobs. One in training. "I haven't heard anything about these laptops", "I'm new, but I'm also training". "I don't have any additional parts (130w adapter)".

Hey look the new power supply still burns 170° Fahrenheit. "Sorry, you will need to call Dell Tech Support to resolve your issue"

Hey look the video still locks up and crashes the computer. "Sorry, you will need to call Dell Tech Support to resolve your issue"

Hey thanks for fixing the keys, now I can log in to windows without having to use the onscreen or external keyboard.

Sigh.....

 

I am reposting this from a similar discussion from the Dell community forum...

http://en.community.dell.com/forums/p/19303822/19615399.aspx


Guys,

I also have the same problems with my new 1645, which freezes several times per day and becomes unstable when watching web videos. I received this system 2 days ago.

I just spoke with technical support supervisor and he told me that this is a known issue with many of these systems. He said that this is a design issue which does not get fixes with latest BIOS or chipset upgrade. They don't have a solution today, but their engineering team expects to have a solution soon. They are also offering either a full refund or a replacement system with this problem fixed. I like this system (given that they fix the problem) and decided to give them another chance before requesting a full refund. They promissed to deliver a new system within 3 weeks with this problem fixed.

So, I think there is no solution that we can come up with here on our own. My suggestion to all of you guys with this problem is to either get a new system when the fix is worked out or get a full refund.

The question is, did I make the right decision to get a replacement before giving up on Dell and how will they compensate for 3 weeks of lost productivity?

 

Well, I thought I had fixed the problem, but after a few days without freezing during videos...it happened again.

Blueorbit - The supervisor you spoke to told you the only solution would be to obtain a replacement? I would hope the issue can be resolved otherwise.

 

I've posted this on other threads but I had the same problem with full screen flash video especially. IaTa suggested using the beta 10.1 flash drivers (which enables hardware acceleration) with the modded ATI 9.12 drivers. This has fixed all my video problems (especially watching internet videos). I think if you haven't tried this then it is a possible solution.

 

Thanks for the suggestion. I'll give this a try and report back.

 

Looking to replace my Gateway P-6860FX with something a tad smaller, and when I bought this, I wanted an M1530, until the nVidia issues surfaced (Summer 2008 I bought).

Now, while shopping around the Dell site, I ran across the QC XPS16, which apparently now goes by the number "1647".

Could this be the "next system" you guys are waiting for?

It's hard to find, but go to the Dell Home/Home Office...
Select "Saw an ad.."
Select "Catalog"...
Select Laptops, then laptop deals from the pull-down, and it'll be the 2nd XPS 16.

In other ways, i think if you just go build an XPS16, it has the "accept offer" about the QC i7, but that price is out of whack, compared to the sale catalog price...

Been eyeballing an XPS16 either C2D or maybe i7, as it's like $100-200 more...

T

 

Have been informed that the latest Adobe Flash version is 10.1, beta 2. Hopefully this + the modded drivers helps a few people.

 

Yes, the supervisor said that this problem will require a replacement of the system. Of course he also said that the engineering team is still working on the solution. I just was not willing to wait for any "fix" on the existing system, as the supervisor said that this is a "design problem". The fix on the existing system was not offered to me.