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barglm

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barglm

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January 22nd, 2018 08:00

XPS 15, unexpected shutdown, Windows 10

Hi everyone,

I am curious, last 4 days I am having an issue with my computer shutting down unexpectedly. It happens when I try to play a game with 3D or when I try to edit movie in Adobe Premiere. This XPS has i7-7700HQ and nVidia 1050. All these programs runned well before, but now there's this problem.

I susspect the issue may be cause by:

- dell update
- nVidia update
- microsoft update (meltdown & spectre) maybe?
- ... ???

I am not sure where to look, dell assist says everything is okay. But I assume the temperature is quite high, last measure over 95°C on processor as a max temp. 

Any idea about what to do? This is terrible, computer was quite expensive nad I am traveling a lot for work.

 

 

Thanks,
Martin

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  • LSUFAN51

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    6519 Posts

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    Posted January 22nd, 2018 09:00

    Please  view the information in the Dell article in link below. The article might be able to help diagnose the unexpected shutdowns. The article also mention a tool (Nirsoft) that could be a help as well.

    Identify and Troubleshoot Windows Crashes and Restarts ...

    You could access the Event Viewer tool on the system to help diagnose as well.

    How to Access Event Viewer and Watch Logs on Windows 10 

  • barglm

    4 Posts

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    Posted January 23rd, 2018 00:00

    Thank you, in Win event log I have found this issue:

    The system was shut down due to a critical temperature event.
    Off time = 2018 - 01 - 22T23: 52: 28.105871700Z
    Temperature zone ACPI = Intel (R) Dynamic Platform Thermal Framework
    RT = 373 K

     

    A few days ago a Thermal Framework was updated (I have seen the update), that's the moment when the problems started. I am not sure what to do now, any idea?

     

    Thank you

  • jjdawg88

    3 Posts

    12986

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    Posted January 29th, 2018 20:00

    I worked with Dell support. I was instructed to go back to a restore point before the update. I didn't have a restore point in my case, so I did the manual fix below with the support agent.

    • Go to Apps from Windows Settings: Uninstall the current driver for "Intel(R) Dynamic Platform and Thermal Framework": (8.3.10207.5567) 
    • Go to Device Manager. Find  "Intel(R) Dynamic Platform and Thermal Framework" and expand the list. 
      • Should be 8 listed Here like this:
        • "Intel(R) Dynamic Platform and Thermal Framework Generic Participant"
        • "Intel(R) Dynamic Platform and Thermal Framework Generic Participant"
        • "Intel(R) Dynamic Platform and Thermal Framework Generic Participant"
        • "Intel(R) Dynamic Platform and Thermal Framework Generic Participant"
        • "Intel(R) Dynamic Platform and Thermal Framework Generic Participant"
        • "Intel(R) Dynamic Platform and Thermal Framework Generic Participant"
        • "Intel(R) Dynamic Platform and Thermal Framework Manager"
        • "Intel(R) Dynamic Platform and Thermal Processor Manager"
      • Right click each of these and "Uninstall Driver", if prompted check the "delete driver"
      • Heading in Device Manager may disappear.
    • Reboot
    • Install olderversion of the driver: (8.3.10205.4743)

    END

     

    I was told to try this and see where it got me. I hope this helps you and anybody else who has this issue. I am still testing it out for now. 

     

  • Rod75

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    Posted January 31st, 2018 02:00

    Hi and thanks for the tip.

    The proposed modifications seem consistant and I applied them to my XPS 15 having experienced very annoying shut down while using intensive 3D ressources.... and lost some work.

    Have you experienced shut down since this modification ?

    R 

  • barglm

    4 Posts

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    Posted January 31st, 2018 02:00

    I have applied suggested modification 8 hours ago, the system seems to work, but sometimes freezes for a moment (the mouse movement is very scattered). I lowered CPU voltage by 100mV and works well, so I am not sure if it helped now.

  • Tommos0

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    Posted June 16th, 2018 09:00

    Experiencing the same problem. Proposed solution does not help.