New laptop hardlock with black screen

I have a new notebook, running Windows 10 Fall Creators Update, which is randomly freezing, showing a black screen. System specs:

• intel core i5
• HD is an SDD, 250GB
• GPU: Intel HD graphics 620

Symptoms:

• happens randomly, related to no particular reason, time of the day, and programs running
• when freezes, the notebook screen is "active" (back light is on) but completely black; external monitor, connected via HDMI, is black as well
• when freezes, no key input is responding. I tried to press "CAPS Lock", which has a led on it, and the led is not toggling
• I noticed I can keep the PC on for several days, without any problem. It always freezes whenever I'm actively using it

What I already tried:

• reinstall Windows from scratch (even starting from an external USB drive)
• run windows in "clean boot" mode (all non-MS services disabled, all startup programs disabled)
• update the BIOS, and all "relevant" drivers (GPU, System Firmware, network interface, bluetooth, ...) of the PC to the latest version
• testing the memory with MemTest86+: no issues, after several steps
• stressing the GPU with FurMark: reached quite an high temperature (70°), but no issues
• stressing the CPU with IntelBurnTest: reached quite an high temperature (70°), but no issues

Now, I would guess it's an hardware problem, but the strange thing is that we ordered 6 identical PCs, and this is happening on 4 of them. Therefore, for "statistical" reasons, we don't think it could be possible that all of them shows an HW issue... It only happens with a different rate from one PC to another (for instance, happens daily on my PC, and once a week on another)
Any idea on how to investigate this issue further?
Any test / improvement I can do?

Hi there
statistically it would be rare for 4 out of 6 computers all to have the same fault -- but it's not impossible.

First though go into the BIOS and reset everything to standard default -- who knows there might be something in the bios settings that Windows doesn't like.

Check also if the BIOS itself is OK -- any firmware updates / flash updates required. It's possible that a whole batch of computers could have been shipped with a faulty BIOS.

Now also in this situation I'd send 1 computer back suggesting a hardware fault. If it's returned OK then send another one or 2 -- you usually get 1 - 2 years guarantee on new laptops anyway.

I assume of course the SSD is OK -- this would be rare also to have a fault on 4 out of 6 at the same time - but check model of SSD and firmware version in each of the computers. A faulty SSD will cause all sorts of problems.

Cheers
jimbo

Thank you very much for your reply, and for your help.

jimbo45 said:

First though go into the BIOS and reset everything to standard default -- who knows there might be something in the bios settings that Windows doesn't like.

In my BIOS I have two restore options:

• BIOS default
• Factory settings

which one should I try in your opinion?

jimbo45 said:

Check also if the BIOS itself is OK -- any firmware updates / flash updates required.

I updated the BIOS to the latest version available from the supplier (DELL)

jimbo45 said:

I assume of course the SSD is OK -- this would be rare also to have a fault on 4 out of 6 at the same time - but check model of SSD and firmware version in each of the computers. A faulty SSD will cause all sorts of problems.

The SSD is Intel as well; I looked for a firmware update, and I did not found any applicable; actually, there is a firmware update from Intel, but it can't be installed because it states it is blocked by the PC manufacturer.
How can I check if the SSD is OK?

For sure I'm going to return the PC (at least mine, where the problem happens daily) ...I'm just wondering if they can find out something more than I do. On the customer support at the phone, they asked me to perform some HW tests (with a proprietary tool), and all of them were ok ...and therefore their conclusion was it is not an HW issue...
Thanks again.

Thank you for your reply as well.

Bastet said:

Whether fast startup is turned on - if it is turn it off.

I switched fast startup off some time ago. Still freezing.

Bastet said:

Whether use my sign in details to finish installing updates is active - if so turn that off.

I don't know what you mean in here: is this Use sign-in info to auto finish after Update or Restart in Windows 10 what you mean?
Thanks again.

Hi there

another thing to possibly try

First backup your machine -- free macrium or whatever to external device

switch off secure boot.
download say Linux mint iso and using rufus create bootable USB stick
boot the Linux distro -- you don't have to run anything -- just see if the thing stays up without any freezes. You can also use the net --Firefox works just like it would in windows and this is always included in these "Live" distros.
If the computer doesn't freeze then there's something wrong in your Windows settings -- you could also try installing W7 -- you don't need to enter any serial number for 30 days so you can test to see if W7 breaks your system if you think that's easier than using a Linux live distro. You can find W7 isos over the web --you don't need any serial nr or activation as you are only testing and with W7 you get a few days before it nags and stops about activation.

If W7 works properly then again it's something in your W10 installation that;s not correct.

Before doing any of these tests BACKUP YOUR CURRENT SYSTEM. Macrium is free. Lots of people on these forums use it very happily.

Cheers
jimbo

Thank you, again, for your reply.

I can try both Linux and W7; the problem with Linux is that I could not do that much under Linux, as most of the programs I'm normally using are running under Windows. About W7: that could be done as well, but I wonder if I'm loosing my W10 key...

BTW: since this morning I'm running the "driver verifier", and I got no problem at all (no locks, no BSOD)....
This is even more strange to me...