XPS 9550 Crashes and Reboots in Sleep

Hi, forum

I got a Dell XPS 15 9550 (i5, 8GB, 256GB, 4k) Microsoft Signature edition a couple of weeks back (after returning the same model a few weeks earlier due to multiple issues).

For the past week or so, I've noticed that when I put the laptop to sleep by closing the lid, I open it a few hours later to find that the system has crashed, forcing me to press the power button to start it up again. I checked the event viewer and saw mentions of it failing to enter hibernation. So, I disabled hibernate after 180 minutes but ended up with the same issue again.

Then, I performed a clean install of windows. Forgot to switch off hibernation after 180 minutes and found the laptop crashed again. Is anyone else experiencing the same issue?

I am running in AHCI mode with the Samsung drivers, by the way.

Thank you.

Sennder

 

No I don't have this issue, do you have wake on wireless lan enabled in the BIOS as this can cause laptops to wake up with the lid closed.

 

Thanks for your response, GoNz0. I haven't had any more crashes since switching off automatic hibernation after 180 minutes on the fresh install. Hopefully that's all that's required. I'll also ensure that wifi wake is disabled in the BIOS.

Once again, thank you

Sennder

 

My XPS 9550 does not crash after being put into sleep, but reboots after a few hours (let's say >1 hour) from sleep. I clean-installed Windows 10 Pro that GoNz0 that posted. It used to be O.K., but happens repeatedly. It seems many Windows 10 users are experiencing this after Google search. If anyone knows how to fix this, please share with us. Thanks.

 

Hi,

I believe you had the same issue as I did. It seems that the laptop isn't able to transition from Sleep to Hibernate, and crashes in the progress. So if you have it set to Hibernate after 3 hours or whatever in your power settings, you should change it to never.

Best of luck.

Sennder

 

Yes, I see that it was set to hibernate after 3 hours of sleep. I reset it to "never", and will post what it responds. This means I cannot use the "hibernate" feature... If you know the cause, can you also share with me? Thanks.

 

No, it means you have to activate Hybrid mode. Then you get the whole package for free - standby secured by a hibernation file, only used when standby memory goes down the drain. Don't foget to disable Fast Start if you go this route.

 

I'm afraid it is precisely this Hybrid mode which is failing. I am experiencing this too. My 9550 was just hot in my backpack, although it was sleeping when I've put it in. In the Event log / System I saw that it decided to switch to Hibernate after an hour. But it woke from Hibernate in a few seconds. Then went back to Sleep after a few minutes because idle. Then woke up again in a few seconds. Etc.

When in comes into such state, it also tends to wake from manual Sleep in a matter of seconds, and even after soft Shutdown, only hard Shutdown 5s pwr button brings it back to sense.

I've turned off Fast startup a while ago. I've also disabled all wake sources listed by powercfg.

I don't like the idea of disabling Hibernation and Hybrid sleep, because I found them convenient with my previous laptop.

 

> In the Event log / System I saw that it decided to switch to Hibernate after an hour.

Then your configuration is incomplete. You have to disable the Hibernate timer in the advanced energy configuration settings There are two settings: 'Hybernate after' must be set to never, and Timer to deactivate (names in english might be a little different).

 

I was having troubles with my XPS 9350 spontaneously waking up from sleep, restarting in sleep, etc. and after disabling hibernate all of my issues went away.

https://support.microsoft.com/en-us/kb/920730

 

For what aim do you mean incomplete, for a proper Hybrid sleep (with suspend to Hibernate after an hour) or for deactivated Hybrid sleep?

Previously I've already had Wake timers disabled on battery (where the backpack episodes occur), Important only when Plugged in (AFAIK this is for WU restarts and such). Hibernate after was set to 1h, and it did activate.

Now I set Hibernate after to never. Haven't entirely disabled Hibernate yet, but should be manual only. I believe previously manual Hibernate seemed to work okay on a few occasions (when Sleep also worked fine in short experiments).

 

I had a similar issue after the latest windows update, fixed it by reflashing the BIOS.

 

Anybody tried the new BIOS 1.2.16 (1.12.2016)?
http://www.dell.com/support/home/us/en/19/Drivers/DriversDetails?driverId=J8GY6
No mention of thread problems in Fixes & Enhancements ("Fix Dell Thunderbolt Dock issue" only)

Or the new Intel(R) Management Engine Components Installer 11.5.0.1020, A01 (1.12.2016)?
http://www.dell.com/support/home/us/en/19/Drivers/DriversDetails?driverId=X37VM
Fixes
- Enhanced power transition
Enhancements
- Improved system stability

 

I see you didn't get the point. You don't disable Hibernate, because it gets enabled by using the option Hybrid. It hibernates the moment you go into standby. The whole problem is that you have an additional command that wakes it up 1 hour later to write a hibernate file that already exists.

 

I see I was confusing Hybrid with Hibernate after. I think Hybrid was off actually, but I had Hibernate after: 1 hour - now Never.

 

Hybrid should be on, it is the way to go. Never lose data in sleep when the battery fails!

 

It happened to me several times that I couldn't wake up the laptop from hibernate (180 mins after sleep).

I just installed the newest BIOS (1st Dec) and will try to see if there is any improvement (though the changelog says nothing fancy).

And I couldn't install the latest Intel(R) Management Engine Components Installer. It reported that I have one installed already.

For those Intel blah blah drivers, I mainly rely on Windows 10 update to install them.

 

Tnx I may try it one day, but first I want to make sure ordinary Sleep ans Hibernate work well repeatedly and with programs loaded.

 

Resume from Sleep and Hibernate still seems stable. There is one issue though, occasionally the display resolution seems to change transiently from 4K to a somewhat lower resolution (yet larger than FHD) upon wake, so that the windows get shrunk and relocated.
Has anybody noticed sth like this?

 

My 9550 has recently developed a habit of rebooting rather than waking from sleep ;( In simple short tests it usually wakes up, but when put to sleep with stuff open it often crashes.
Not much clue what could be the cause. Recently I've accepted a Dell Update suggestion for Dell Dock WD15 update (which I've done before manually) and audio drivers.
Any idea how to debug? Nothing obvious in Event log, preboot diagnostics ok, no point in powercfg -lastwake if it doesn't wake.

 

try installing "whocrashed" and see if it points to anything?

 

Unfortunately Whocrashed not free for computers in domain ;(
Nothing obvious from msconfig, sfc

I found sth in Event log... seems an unexpected shutdown occured during sleep?
Error 20/01/2017 10:57:44 EventLog 6008 None
The previous system shutdown at 10:53:58 AM on ‎1/‎20/‎2017 was unexpected.
I'm not sure when exactly the shutdown occurs (right after going to sleep, when trying to wake up, or at some time during sleep), because "the prevoious shutdown" times appear a bit inconsistent.

Afterwards during reboot:
Warning 20/01/2017 10:57:36 Kernel-PnP 219 (212) The driver \Driver\WUDFRd failed to load for the device ACPI\INT3400\2&daba3ff&1
Seems this is Intel(R) Dynamic Platform and Thermal Framework Manager

 

Does the pro trial work on domain machines?

Afraid the error relating to thermals is a bit of a known unfixable bug that doesn't cause instability, more a case of windows blocking a call to the BIOS iirc.

 

No it doesn't. Not sure what'd happen if I started it off the domain, now wants me to pay pro.

So you mean no point in trying to uninstall/reinstall Intel DPTF? (Throttling did seem to work during benchmarks)

 

I doubt it will do anything as I have seen that error countless times on this, my 2nd and also my Asus games PC. I got the "issue" via the asus forums with the call the BIOS being blocked/not responding. Neither company has fixed it but then again both are piss poor support and driver wise always placing the blame elsewhere (Microsoft)

 

Tried reverting to a restore point before the latest driver. Sleep still crashing occasionaly. Uninstalled/Reinstalled the Realtek audio and Intel DPTF. Same as before.
I'm still not sure when the crashes happen. I always put it to sleep, then sometimes it wakes from sleep, sometimes it greets me booting up. And the previous shutdown times are really unaccountable. I mean:
Error 22/01/2017 18:33:35 EventLog 6008 None
The previous system shutdown at 11:46:34 PM on ‎1/‎21/‎2017 was unexpected.
but I last put it to sleep 22/01/2017 around 10AM.
This laptop doesn't even have a sleep indicator LED?

 

I got it to run... at home!
But nothing useful, because no crash as such that would leave a memory dump behind seems to occur!?

 

Going through Advanced power options again... this computer doesn't have a Sleep button does it?
And there is no Sleep indicator LED either... Is there any way to find if it is sleeping or shot down?

 

Calling back to report that the issue seems to be fixed, most likely due to the BIOS update to 1.2.19. I've found others have had similar sleep issues which were fixed with updating BIOS (to the most recent version of the time)... Though one reported that the issue had reappeared...

 

In my case, even BIOS 1.2.19 doesn't resolve this reboot from sleep or endless reboot from shut down issue. I called Dell again (4th time) to complain hard. A tech supervisor confessed to me that Dell is aware of this issue but does not know the root cause of this issue.

 

I just turn off sleep - no problems!

Dell did largely sort out the 4k flicker December 2016, so they are slow but still sending out significant BIOS revisions...

 

I ended up doing a fresh install using G0nzo's ISO and no problems since....

 

Well fresh install would mean a week of setting up the computer again. I'm on fresh install anyway.

I reflashed BIOS to the same 1.2.19 and this morning my 9550 woke up again.

 

Posting here in June 2017, I just experienced this issue a few days ago. Whether I am plugged in or on battery, my XPS 15 9550 would crash on sleep. Opening the lid would see the laptop recovering from a crash reboot. Getting the Critical Error 41 in event viewer.



Was running on BIOS 1.2.19, was on this BIOS for a few months and didn't update to the latest version. Seems like eventually it would cause the issue like everyone else. Checked Dell website for new BIOS, Version 1.2.25. Installed it and seems like I can sleep without the machine going into a crash anymore.

Advise to others whom may need solution, try updating your BIOS. I may post back here if the issue returns again, I have tested a few rounds of sleeping and waking the machine, so far so good.

 

Are you running AHCI or RAID? And if AHCI, what's your SSD model and NVMe driver version?

 

Me AHCI, Samsung 950 Pro, Samsung NVMe 2.0

 

You have no problems with sleep/hibernation under BIOS 1.2.25? Mine had reboot from hibernation problem before 1.2.25 with NVMe driver 2.0 and system freeze with driver version 2.1+

 

Sleep ok. Hibernation not reliable but haven't tested much.