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Go to SolutionXPS 15 9510 - Multiple NVMe drive failures after BSOD
My latop was intially delivered on October 26. Throughout the next month I would experience multiple BSOD - all while the computer is waking from sleep. On 22 or 23rd November Windows gave me a notification that I needed to restart my computer to repair the filesystem. That's when I noticed hundres of "The device, \Device\Harddisk0\DR0, has a bad block." errors in the windows system log. A pre-boot diagnostic reported drive failure and Dell agreed to replace the drive.
On 24th Novemer a technician replaced the drive - new install of windows.
On 9th December I get my first BSOD while the computer is resuming from sleep.
There is an entry in the system log: 12:20:04 with the text: The operating system started at system time 2021-12-09T01:20:03.500000000Z.
Less than 10 seconds after the OS restarts from the BSOD, the bad block errors start to appear:
I ran the pre-boot diagnostic and it reported the hard drive needs replacing. So I contact support. The SupportAssist tool reports no hardware errors. They do some investigation into the bugcheck using WinDbg, and we find that the bugcheck that crashed the system was caused by Googix Moc Fingerprint scanner.
We then run the pre-boot diagnstic and it reports the drive has failed and needs to be replaced. Support can hear the error beeps indicating. Support offers a laptop replacement, which I agree to.
On the 13th December I ask for an update and am told the replacement is waiting for approval.
On the 16th December (a week from being offered a replacement) I ask for an update and am told the replacement is waiting for approval.
How long should it take for replacement approal to happen? This waiting is effectively burning/wasting my warranty period - and Dell should be aware that the Googix fingerprint scanner causes this kind of issue, there are support cases and posting on this forum from back in 2020. How do I escalate this so that the replacement happens in a timely manner?
824
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Posted December 19th, 2021 14:00
Looks like the answer is 1 week - Dell have agreed to replace the laptop.
Now I'll have a 21 day wait for them to build a replacement laptop that starts after they have collected my broken one.
816
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Posted December 20th, 2021 00:00
I wonder if this is a bigger issue than originally thought...
So my 9510 has been flawless however last night I decided to get the latest updates installed and hit reboot (I'm running W11). As it was late, I went for install and shutdown.
This morning, I'm getting BSODS and cannot boot further
First BSOD was KERNAL_SECURITY_CHECK_FAILURE
Subsequent ones are DRIVER_UNLOADED_WITHOUT_CANCELLING_PENDING_OPERATIONS
About to do a safe mode/repair just to get it up and check i've not got anything that did not get backed up last night automatically...I'll then do a fresh wipe/install.
So I wonder if this is similar to yours (your fingerprint > my security check bsod) and is all down to recent updates
793
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Posted December 21st, 2021 01:00
Good luck with the fresh wipe/install, I hope you are able to get back up and running.
It's really hard to tell if they're related or not with just the name of the budcheck. To know for sure we would need to look at the bugcheck parameters, and then likely examine the minidump file that was produced.
There are some instructions on how to analyse in this posting: https://www.dell.com/community/XPS/XPS-17-9700-crashes-when-sleeping-Googix-fingerprint-to-blame/td-p/7661470
Incidentally, that is exactly the same issue I'm having, but it's back in 2020 - I think Dell / Goodix need to update their drivers...
742
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Posted January 14th, 2022 01:00
Just received confirmation that my warranty has been updated to the new laptop.
alpatine
5 Posts
765
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Posted January 9th, 2022 01:00
My replacement laptop has been delivered, and the old faulty one collected. Waiting for confirmation that the warranty has been transferred to the replacement laptop.
Also noticed that some of the hardware has changed. In the faulty laptop the hard drive was a 1TB Samsung PM9A1. In the replacement laptop the hard drive is now a 1TB Micron 2300. Hopefully this new hardware will perform better than what was in the faulty laptop.