Bizarre boot failure on Dell XPS 13. No error msgs. Solved

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  1. Posts : 26,392
    windows 10 professional version 1607 build 14393.969 64 bit
       #11

    The computer appears to have had a black screen or a black screen of death.

    The logs can be troubleshooted.

    Perform the following steps:

    1) Make a brand new restore point
    2) Backup all important files to another drive or to the cloud
    2) Make a backup image using Macrium:
    Macrium Software | Your Image is Everything
    3) Save the backup image to another drive or to the cloud
    4) Run the BETA version of the log collector and post a zip into this thread:
    https://www.tenforums.com/attachment...-v2-beta10.zip
    Use the txt and images in this thread in case there are problems running the beta log collector: (post #5)
    DM Log tool problem Solved - Windows 10 Forums
    5) When installing drivers the best source is almost always the computer or motherboard manufacturer's site as these are the most tested drivers
    6) The next best source is the component manufacturer's websites (Intel, AMD, Nvidia, Killer networks, Realtek, etc.) These drivers may be used on many computer models and configurations.
    7) Using websites that automatically update or accelerate drivers is discouraged. It is unknown what is installed. There could be additional unwanted files installed and these drivers can cause BSOD.
    8) Download and install the Intel driver update utility and see what it finds for drivers that have updates.
    Download Intel® Driver & Support Assistant
      My ComputerSystem Spec

  2.    #12

    Previous post. I regularly perform the following steps:

    I regularly do 1-3
    1) Make a brand new restore point
    2) Backup all important files to another drive or to the cloud
    2) Make a backup image using Macrium:
    Macrium Software | Your Image is Everything
    3) Save the backup image to another drive or to the cloud

    I don't think this is a BSOD issue. It is pretty clear that it is a boot failure due to a faulty Intel graphics driver.
    4) Run the BETA version of the log collector and post a zip into this thread:
    https://www.tenforums.com/attachment...-v2-beta10.zip
    Use the txt and images in this thread in case there are problems running the beta log collector: (post #5)
    DM Log tool problem Solved - Windows 10 Forums

    It was the computer manufacturer, Dell, that forced the driver install that caused all the problems.
    5) When installing drivers the best source is almost always the computer or motherboard manufacturer's site as these are the most tested drivers
    6) The next best source is the component manufacturer's websites (Intel, AMD, Nvidia, Killer networks, Realtek, etc.) These drivers may be used on many computer models and configurations.

    I never use third-party update sites.
    7) Using websites that automatically update or accelerate drivers is discouraged. It is unknown what is installed. There could be additional unwanted files installed and these drivers can cause BSOD.

    From CtlPanel/Devices, I opened the Intel driver. Before disabling the driver, I had it look for updates. I assume that Windows checks the Intel site for updates. It said there were none.
    8) Download and install the Intel driver update utility and see what it finds for drivers that have updates.
    Download Intel® Driver & Support Assistant[/QUOTE]

    Dell wants to push a graphics driver update again. For now, I am not taking it. I may later, since now I know how to recover from a bad graphics driver.
      My ComputersSystem Spec


  3. Posts : 26,392
    windows 10 professional version 1607 build 14393.969 64 bit
       #13

    If you have another Black screen of death this link many come in handy:
    How to fix black screen problem on Windows 10 | Windows Central
      My ComputerSystem Spec

  4.    #14

    Nice work, you guys (especially @zbook and @lx07). The Black Screen issue can be tricky to detect and diagnose. Great catch!
    --Ed--
      My ComputersSystem Spec

  5.    #15

    Ok, now we get to the Law of Unintended Consequences.

    With all the help I got here and on two other forums (Dell and Macrium), I solved the problem of not booting -- by disabling the Intel graphics drivers in Device Manager. My wife is happy. She can use her laptop normally without having replaced the motherboard (Dell tech support's idea) or re-imaging the hard drive (Costco tech support). But there is one hitch.

    There is no way to put laptop into Sleep or Connected Standby. The only "close lid" options are "do nothing" or "shut down". As a result, there is no way to password protect the machine when she leaves it except a full shut down. The display goes dark but the machine runs with the lid closed, and gets quite warm. It opens up running, with no password prompt.

    In a Dell thread, the problem of not getting a password prompt or into a sleep mode when reopening the lid is discussed. The solution is a registry hack to disable Connected Standby. This does not work for me. I have to think this is because I have simply disabled the Intel graphics driver to get the machine to boot at all.

    Before the Dell update pushed a new graphics driver 6 days ago, the XPS 13 went into sleep (or maybe Connected Standby) when she closed the lid. On opening, she had to reenter her Windows password. Not now. I should add that there also was a bios update pushed by Dell at the same time, but I don't think that is the issue.

    Powercfg /a shows the same thing whether Connected Standby is enabled or disabled in the Registry. I'll add the listing at the end of this post.

    So here is the $64 question: Dell Support Assistant is again (today) trying to push an Intel graphics driver update. Dell gives no details on versions, so I don't know if it is the same one that caused the boot problem starting 6 days ago. Then again, it could be that the driver was ok but corrupted in the update process. Maybe this time allowing the update will get a clean Intel graphics driver installed. So, should I try this? I am getting pretty tired of working on this machine because of some Dell problem.

    Thanks again for looking this over, all of you.

    -----------------------------------------------------------------------------------------
    The following sleep states are not available on this system:
    Standby (S1)
    The system firmware does not support this standby state.
    An internal system component has disabled this standby state.
    Graphics

    Standby (S2)
    The system firmware does not support this standby state.
    An internal system component has disabled this standby state.
    Graphics

    Standby (S3)
    An internal system component has disabled this standby state.
    Graphics

    Hibernate
    Hibernation has not been enabled.

    Standby (S0 Low Power Idle)
    The system firmware does not support this standby state.

    Hybrid Sleep
    Standby (S3) is not available.
    Hibernation is not available.

    Fast Startup
    Hibernation is not available.
      My ComputersSystem Spec


  6. Posts : 26,392
    windows 10 professional version 1607 build 14393.969 64 bit
       #16

    Please see post #11 step #4 to post a beta log collector zip for troubleshooting.
      My ComputerSystem Spec


  7.    #17

    zbook said: View Post
    Please see post #11 step #4 to post a beta log collector zip for troubleshooting.
    I thought that log collector was for BSODs. I don't have any black screen problem now.

    Actually, my original problem would not have let me install or run the log collector since Windows would never start up. Once I found the cause, there were no more blank or black screens.
      My ComputersSystem Spec


  8. Posts : 26,392
    windows 10 professional version 1607 build 14393.969 64 bit
       #18

    The log collector was designed for the BSOD forum as it was customized for that problem.
    When the tool is used we often troubleshoot the many problems found in the computer logs.
    If there are no mini dumps it does not collect them.
      My ComputerSystem Spec

  9.    #19

    I just started up the Dell. The only close lid options in power settings are do nothing and shut down.

    I tried closing the lid. Even the screen stays lit. I then immediately ran be bsod collector. Report attached. I didn't check, but I assume that report includes the info from powercfg /a that I posted earlier.

    I will re-mention the point that I disabled the Intel graphics driver to fix the no boot problem. I probably will accept a graphics driver update the next time Dell pushes one. At least if it prevents booting, now I know how to disable it quickly via F12 on power up, Advanced etc., Command Prompt, set boot to Safe Mode and go into Device Manager.
    Bizarre boot failure on Dell XPS 13. No error msgs. Attached Files
      My ComputersSystem Spec


  10. Posts : 26,392
    windows 10 professional version 1607 build 14393.969 64 bit
       #20

    1) The logs displayed:
    a) that the computer has had 2 BSOD and that there have been startup repairs.
    b) There were multiple entries for registry corruption.
    c) possible drive corruption.

    2) Perform the following steps:
    3) Choose between a clean install followed by a Macrium restore or an in place upgrade repair.
    4) Choosing a restore will require reinstalling applications.
    5) Choosing an in place upgrade may not repair the registry problems but can be a first step and then there can be follow up in the logs to see whether there are or are not recurrent registry problems
    Repair Install Windows 10 with an In-place Upgrade | Windows 10 Tutorials
    Clean Install Windows 10 | Windows 10 Tutorials
    Download Windows 10
    6) Open Ccleaner > click windows tab > scroll down to system and advanced > post an image into the thread
    7) In the left lower corner search type: system or system control > open system control panel > on the left pane click advanced system settings
    a) > on the advanced tab under startup and recovery > click settings > post an image of the startup and recovery into the thread.
    b) > on the advanced tab under performance > click on settings > under performance options > click on the advanced tab > under virtual memory > click on change > post an image of the virtual memory tab into the thread
    8) open administrative command prompt and type or copy and paste:
    9) sfc /scannow
    10) dism /online /cleanup-image /restorehealth
    11) When these have completed > right click on the top bar or title bar of the administrative command prompt box > left click on edit then select all > right click on the top bar again > left click on edit then copy > paste into the thread
    12) chkdsk /r /v
    Run this command on all drives using the syntax: chkdsk /r /v C: or chkdsk /r /v D: changing the drive letter to the applicable drive
    This may take many hours so plan to run overnight.

    Microsoft Windows [Version 10.0.17134.165]
    (c) 2018 Microsoft Corporation. All rights reserved.

    C:\WINDOWS\system32>chkdsk /r /v
    The type of the file system is NTFS.
    Cannot lock current drive.

    Chkdsk cannot run because the volume is in use by another
    process. Would you like to schedule this volume to be
    checked the next time the system restarts? (Y/N)

    Type: Y
    reboot

    13) Use the txt and images in this link to find the chkdsk reports in the event viewer > copy and paste > notepad > post one drive or drop box share links into the thread

    Code:
          Drive: C:
     Free Space: 157.3 GB
    Total Space: 237.8 GB
    File System: NTFS
          Model: NVMe THNSN5512GPUK NV
    
          Drive: D:
     Free Space: 190.0 GB
    Total Space: 237.6 GB
    File System: NTFS
          Model: NVMe THNSN5512GPUK NV
    14) Run HD Tune: (free edition) (run on all drives)
    https://www.hdtune.com/
    Post images into the thread for results on these tabs:
    a) Health (SMART)
    b) Benchmark
    c) Full error scan

    15) The BIOS: BIOS Version/Date Dell Inc. 1.6.1, 12/14/2017
    Upgrade the BIOS: 1.6.1 > 1.7.0
    Code:
    Dell XPS 13 9350 1.7.0 BIOS
    BIOS
    21 Mar 2018
     Download 
    
    Importance: Urgent
    Version: 1.7.0 ,1.7.0 Older versions  
    Release Date: 21 Mar 2018
    File Name: XPS_9350_1.7.0.exe  
    File size: 10.79 MB
    Description: XPS 13 9350 1.7.0 BIOS
    16) For any BSOD > run the BETA log collector and post a new zip into the thread
    and open file explorer > this PC > C: > in the right upper corner search for: C:\windows\memory.dmp





    Code:
    Event[494]:
      Log Name: System
      Source: Microsoft-Windows-Ntfs
      Date: 2018-07-09T23:09:29.403
      Event ID: 140
      Task: N/A
      Level: Warning
      Opcode: Info
      Keyword: N/A
      User: S-1-5-18
      User Name: NT AUTHORITY\SYSTEM
      Computer: DESKTOP-JOO1993
      Description: 
    The system failed to flush data to the transaction log. Corruption may occur in VolumeId: F:, DeviceName: \Device\HarddiskVolume12.
    (A device which does not exist was specified.)
    Code:
    Event[3210]:
      Log Name: System
      Source: Microsoft-Windows-Kernel-General
      Date: 2018-07-28T11:48:38.702
      Event ID: 5
      Task: N/A
      Level: Error
      Opcode: Info
      Keyword: N/A
      User: S-1-5-18
      User Name: NT AUTHORITY\SYSTEM
      Computer: DESKTOP-JOO1993
      Description: 
    {Registry Hive Recovered} Registry hive (file): '\SystemRoot\System32\Config\SOFTWARE' was corrupted and it has been recovered. Some data might have been lost.
    {Registry Hive Recovered} Registry hive (file): '\SystemRoot\System32\Config\DEFAULT' was corrupted and it has been recovered. Some data might have been lost.
    {Registry Hive Recovered} Registry hive (file): '\SystemRoot\System32\Config\BBI' was corrupted and it has been recovered. Some data might have been lost.
    {Registry Hive Recovered} Registry hive (file): '\SystemRoot\System32\Config\DEFAULT' was corrupted and it has been recovered. Some data might have been lost.

    Code:
    Event[498]:
      Log Name: System
      Source: Application Popup
      Date: 2018-07-09T23:09:29.465
      Event ID: 26
      Task: N/A
      Level: Information
      Opcode: Info
      Keyword: N/A
      User: S-1-5-18
      User Name: NT AUTHORITY\SYSTEM
      Computer: DESKTOP-JOO1993
      Description: 
    Application popup: Windows - Delayed Write Failed : Exception Processing Message 0xc000a082 Parameters 0x7ffac3611c38 0x7ffac3611c38 0x7ffac3611c38 0x7ffac3611c38
    Code:
    Event[3782]:
      Log Name: System
      Source: volmgr
      Date: 2018-07-28T13:31:18.706
      Event ID: 46
      Task: N/A
      Level: Error
      Opcode: N/A
      Keyword: Classic
      User: N/A
      User Name: N/A
      Computer: DESKTOP-JOO1993
      Description: 
    Crash dump initialization failed!
    Code:
    Event[4361]:
      Log Name: System
      Source: Microsoft-Windows-StartupRepair
      Date: 2018-07-29T15:16:19.904
      Event ID: 1002
      Task: N/A
      Level: Information
      Opcode: Info
      Keyword: N/A
      User: S-1-5-18
      User Name: NT AUTHORITY\SYSTEM
      Computer: DESKTOP-JOO1993
      Description: 
    Startup Repair failed.
    Code:
    Intel(R) Dynamic Platform and Thermal Framework Manager	ACPI\INT3400\2&DABA3FF&0	This device cannot start.
    Code:
    Intel(R) Iris(TM) Graphics 540	PCI\VEN_8086&DEV_1926&SUBSYS_07041028&REV_0A\3&11583659&0&10	This device is disabled.
      My ComputerSystem Spec


 
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