Solved!
Go to SolutionXPS 17 9700, RTX 2060 graphics card keeps disappearing?
I got the dell xps 17 and it worked for a couple months. then whenever i would game for a couple hours i would get a direct x or different error message and the game would crash. Every time i tried to reopen it, it would give an error and shut down. A couple times it would log back on but i would get under 10 frames per second which was unplayable and would notice the nvidia graphics card was gone and it was using the intel one. I would check display adapter under device manager and see the nvidia graphics card was gone. I could not instal any nvidia graphics drivers because it said i had no nvidia graphics card.
Letting it cool down for 5-6 hours did not fix it usually, but would take a good 12-15 hours before i could game again. It would work for a little bit but then happen again. Sometimes it would happen quick, sometimes it would be exactly when i would change my external monitor usb-c input or my battery charger input.
I had the computer sent back to dell for repair, they said they fixed it and also fixed my battery drain issue. I got back my computer and it worked great for 2 weeks, now it is happening again. same issue. reinstalling games and even windows.does not help. Another game I play will open but be unplayable since its using the slow intel graphics card.
Anyone else have this issue? Anyway to fix it? Why does it come and go? I assume people will say overheating but that doesnt make sense to me since the computer should be cool after a couple hours (and its not a hot laptop anyway with lots of fans and a large vent).
9050
3
Posted November 3rd, 2020 19:00
this is not solved, it did not work. looks like it has happened to others and they had to replace the motherboard: https://www.dell.com/community/XPS/XPS-17-9700-Motherboard-or-RTX-2060-not-working-anymore/td-p/76672728440
0
Posted December 25th, 2020 10:00
The motherboard was replaced and everything worked great for a month. Now the issue is happening again, no graphics card detected and cannot game. It happened when i took my computer to a friends and used it on a flat desk instead of up on my stand where fans could get air easier. So is this issue starting because something is overheating?
8174
0
Posted January 13th, 2021 19:00
Unfortunately, this is NOT a permanent fix. It only resolves the issue for a few hours, and than the problem reoccurs. I personally have a Dell XPS 17 9700 with a Nvidia GeForce GTX 1650 Ti Mobile, instead of a Nvidia GeForce RTX 2060 Mobile Max-Q. I have had this problem happen up to 5 times in a single day. A while ago, when this problem first started happening, I contacted a Dell tech support rep, and they gave the same steps shown here. Again, these steps are only a temporary fix. You have to apply them over and over and over every time it happens. This is CLEARLY a SOFTWARE issue, and replacing the motherboard doesn't do much, as mentioned by another user. It is outrageous that Dell cannot fix an issue that plagues their expensive, premium line of laptops, as these cost upwards of $1399.
7889
0
Posted January 29th, 2021 00:00
this same thing keeps happening to me as well. Dell has replaced the motherboard 3 times now and it has just started happening AGAIN. This is getting ridiculous
7767
0
Posted February 2nd, 2021 13:00
The solution for this did not work for me. I was in the middle of a Minecraft session when it crashed and dumped to an error message. Just like everyone else with this issue, the device only shows up with hidden devices turned on. I checked in the bios and under dGPU nothing was listed. Then yesterday Windows bluescreened, and the diagnostics popped up asking to run a full memory scan. I completed it with no errors, lo and behold! my GPU is back.
Dell is coming out to replace the board. Hopefully this fixes it. If anyone else has this issue, they really should start a support case. It is very obviously a defect.
7293
0
Posted March 5th, 2021 12:00
Same happened to me at exactly (!) two months of usage. The card disappears (from device manager and task manager) after I launch a game, and it crashes. Then I have to shut it down, unplug, wait for ~1 min. After that the RTX card is back and I can launch the game and run it for hours without any issue. After laptop sits idle for some time, the cycle repeats.
Hey, Dell - your proposed solution suсks because it doesn't permanently solve the problem. Could you address the root cause instead of offering a workaround that cripples the usage of the laptop? Thanks.
2989
0
Posted March 6th, 2021 14:00
I'm having the same issue and the vbios thing doesn't work longer than like 10 minutes, did u end up ever finding a fix for this?
7172
0
Posted March 10th, 2021 12:00
The tech is out here today on the second replacement motherboard. Hoping this one is fixed.
5706
0
Posted March 10th, 2021 13:00
The tech discovered that one of the fans has failed. Possibly that this contributed to the problems.
DELL-Cares
Moderator
•
27843 Posts
•
745 Points
8987
0
Posted October 22nd, 2020 11:00
Thank you! We have received the required details. We will work the issue. You may also receive assistance or suggestions from the community members.
1. Shutdown the system
2. Remove the AC adapter from the system. Wait 30 seconds and then reinsert the AC adapter
3. Power the system on
4. Download/install the NVIDIA GeForce RTX 2060 firmware VBIOS update utility 1.0.0.1 A00
5. Reboot the system after the utility installation complete
#IWork4Dell
For all non-technical issues that require your private data, we must communicate via a private Direct Message
Dell Partner GEM Program, Out of Warranty Support options, No free goodwill repair, Get a copy of your Dell invoice