Windows 10: XPS 9310 crashing

Hi I have a new Dell XPS13 9310 and I've encountered 2 crashes over the past day. Not a BSOD per se as the computer just restarts, and I do not see a BSOD. The second occured when computer was on sleep, I do not recall the details of the first crash.



The Windows event viewer shows the following:



For first crash:

• Event ID: 6008 The previous system shutdown at <xx time> on <yy date> was unexpected.
• Event ID: 1001 The computer has rebooted from a bugcheck. The bugcheck was: 0x0000009f 0x0000000000000006, 0xffffbc02e44d8a40, 0x0000000000000000, 0x0000000000000000.

For second crash which occurred when computer was on Sleep

• Event ID: 6008 The previous system shutdown at <xx time> on <yy date> was unexpected.
• Event ID: 1001 The computer has rebooted from a bugcheck. The bugcheck was: 0x0000009f 0x0000000000000006, 0xffffda07f92dda20, 0x0000000000000000, 0x0000000000000000.

From a quick google it seems like this may be some memory error, but I've run the Windows Memory Diagnostic as well as Dell's native hardware checks including the Pre-boot System Assessment by pressing F12 when system boots and there were no errors found.



I also took a look at https://answers.microsoft.com/en-us/windows/forum/all/dell-xps13-consistently-crashes-while-sleeping-or/debbfafe-5d9e-4dff-a85f-ae8af28b7d3a, which suggested that under "Change Advanced Power Settings", I should "expand Hard Disk, then set both on Battery and on Power to 0". However, under my Advanced Power Settings, there is no Hard Disk option, I only have "Desktop background settings -> Slide show", "Sleep", "Display" and "Battery" available.



My XPS 13 came with a Dell Power Manager app, and the key settings are

• Battery Setting: Adaptive i.e. battery settings adaptively optimised based on your typical battery usage pattern
• Advanced Charge: Off
• Peak Shift: Off
• Thermal Management: Optimized
• Battery Extender: Off

When the laptop crashed and restarted by itself, I had my Dell power adaptor plugged in, and also a Dell DA300 plugged in, which connects to my Dell P2719H external monitor. Interestingly, immediately after the restart, XPS 13 is unable to detect the external monitor no matter what I do reconnect the monitor, and can only detect the external monitor after I shut down, and turn on the XPS 13 again restarting does not seem to work.



This is a new laptop so I do not have a lot of new programmes installed details below. Also, I was attempting to solve my bluetooth mouse lag issue, so I had previously gone into Device Manager to uncheck the "Allow the computer to turn off this device to save power" under the Power Management tab for some Human Interface Devices and USB controllers items. Not sure if this is relevant I've mostly gone back to reverse these given the crashes i.e. checked to allow computer to turn off device.



The mini dump files are in the following link: https://www.dropbox.com/sh/1llcvg7q8qnv76e/AADfWI5b16Y1iDQXsLR5nrHJa?dl=0



Really appreciate any help! Thanks!JH



Details of my laptop:

• Dell XPS 13 9310
• Windows 10 Home; version 2004; OS build 19041.685
• 11th Gen IntelR CoreTM i5-1135G7 @ 2.40GHz
• 8GB Memory
• 512GB SSD
• New programs installed
  • Google Chrome
  • Norton 360
  • Dropbox
  • Office 2019 Professional Plus 2019
  • Adobe Reader
  • HP Smart
  • VLC media player
  • Dell Display Manager

:)

 

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