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    Dell XPS 15 (9550) list of hardware and software problems

    Discussion in 'Dell XPS and Studio XPS' started by mike_nbr, Nov 29, 2015.

  1. GoNz0

    GoNz0 Notebook Virtuoso

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    I will avoid those then!
    I think I am going to go back to a lower rated pad with a bit more give in it. I stripped the heatsink again today and it had spread apart from a mm in each corner so I did a couple more test fits after squishing the pads a bit more and adding a bit more than a grain of rice worth of paste.

    Temps were in the 80's playing BF4 with the geforce experience suggested settings so good enough with 4k fan speeds.
     
  2. haode

    haode Newbie

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    After waiting for 3 week, I was disappointed to receive a defective unit.
    1. The audio port was faulty. I have to apply pressure in order to work properly.
    2. Dent on screen edge - https://imgur.com/a/2oj5p
    Contacted the customer service (Singapore) but there were very slow in replying email. Hoping to get a new unit as replacement if not I will get a refund to get ThinkPad instead.
     
  3. pressing

    pressing Notebook Deity

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    Does your warranty service provide access to Dell Chat or phone service? I've had poor experience with Dell service in the past but in 2016 I'll have to say I had pretty good experiences with both Chat and Phone service. Not perfect but the wait was short, the techs were clearly competent, and they were able to dispatch parts quickly.

    This year I had two conversations and both lasted over an hour, but the problems were tough to solve. Both techs spent a while following Dell's menu of required steps but after none of those steps worked, I think they used their own acumen to address the issues. It was abundantly clear these two guys were clearly good techs once they completed the "required steps."

    - One complex software / hardware issue was resolved over the phone.

    - Yesterday the chat service did a lot of logical audio troubleshooting and offered to send a tech to replace the motherboard after about an hour of work; that tech arrives on Monday morning.
     
  4. varuka

    varuka Notebook Consultant

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    Update to my 9550 audio issue when brightness is adjusted : after lots of drivers reinstalls by me and also by Dell issue remained the same so Dell sent out engineer who replaced speakers/ audio jack card and screen but issue remained. Don't know why Dell didn't send the motherboard... To be continued ...


    Sent from my iPhone using Tapatalk
     
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  5. pressing

    pressing Notebook Deity

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    1. The fact your speaker, audio jack card and screen replacements failed indicate this is not an EARTH ISSUE

    2. This really seems to be a DRIVER ISSUE based on the WASAPI success of liselotte111 and my ASIO4ALL (outputting to internal speakers perfectly!!!) success

    3. GonZ0 noted motherboard replacement solved the problem for another 9550 owner. That indicates an AUDIOBOARD OR MOTHERBOARD ISSUE (onsite service can not replace the audio board separately so needs to replace the entire motherboard). The Dell tech I chatted with yesterday said I had a bad audio board, so Dell will replace my 9550's motherboard on Monday

    My gut still tells me our problem seems to be a Driver Issue. However, as the 9550 was essentially a late beta release, it is not a leap to believe that the audio logic was another area Dell did not fully QC. Consequently, there may be some underlying defects that can only be resolved via a hardware repair or replacement. Perhaps those defects were addressed in later board revisions.

    Of course there is the possibility these are expected field failures and we are just unluckly random customers; however, the fact that I know of 3 cases already, combined with all the various forms of 9550 speaker crackling posts littered across the internet, indicates that this is a design/assembly problem.

    I'll let you know how Monday's motherboard replacement goes...
     
  6. raisedbywolves

    raisedbywolves Notebook Guru

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    so i'm on vacation but i got a voicemail from a supervisor (not the one that promised me a new system) saying basically no one ever marked that down in my case file and so i will be getting a refurbished system no matter what, that since i'm out of the 30 days (thanks to them) that i can no longer get a refund and that if i wanted to escalate it to a higher department they would tell me the exact same thing. sigh... this has got to be the worst customer support i've ever dealt with.
     
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  7. liselotte111

    liselotte111 Notebook Enthusiast

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    What I'm trying to say that if you use an external dac the problem still occurs. So, at first I thought a general power problem occurs when the brightness is changed. However, when switching to WASAPI with this card (the audio controls on the keyboard still work), the problem is completely gone. Therefore I don't understand how a motherboard replacement could fix this.

    Edit: I just checked, when I use the internal card on wasapi mode, no crackling at all!!!!

    How I did it:
    I use Musicbee as my main music player, in settings it has an option to choose which audio output you want to use, including what mode (direct, wasapi, audio4all, etc)
     
  8. pressing

    pressing Notebook Deity

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    So WASAPI works fine with internal computer speakers for both of us. But WASAPI crackles when using a USB DAC so there is still a problem.

    ASIO works perfectly in all scenarios. Only problem is that I can't find a way to use that (or WASAPI) throughout Windows 10 (ASIO was an option in Windows 7).

    Who knows. They tried replacing a lot of hardware on your system to no avail. That leaves the motherboard (which we can change) and the drivers (which I think we are stuck with). Or... we could try cycling through some of the older versions to see if one of them by chance works...
     
  9. liselotte111

    liselotte111 Notebook Enthusiast

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    With wasapi I don't get crackling on both DAC (creative soundblaster x-fi hd and Dragonfly v1.5). Have not found ASIO drivers for the dragonfly yet, so have not tested that yet.

    It is time for Dell to start investigating this problem (although the headphone jack doesn't produce very nice audio quality anyway).

    Does anyone know if the crackling occurs when using a distribution of Linux?
     
    Last edited: Aug 6, 2016
  10. GoNz0

    GoNz0 Notebook Virtuoso

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    tell them you have contacted the credit card company who are willing to issue a chargeback due to you raising a concern within 30 days and you would like the details of where to send it
     
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  11. pressing

    pressing Notebook Deity

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    I spent the afternoon trying different drivers and the like. Nothing improved crackling, including the latest Realtek audio drivers (DriverVer= aug 02 2016, 6.0.1.7898)

    http://forums.laptopvideo2go.com/topic/24364-latest-realtek-audio-codecs/?page=9

    EDIT - Figured out that... adjusting brightness by f11 or f12 physical buttons causes crackling....
    BUT...adjusting brightness via the mouse DOES NOT cause audio crackling

    (you can do that in control panel> hardware and sound > power options (see brightness slider at bottom of screen))

    Maybe there are some keyboard / audio port assignment conflicts? Any ideas???
     
    Last edited: Aug 6, 2016
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  12. pressing

    pressing Notebook Deity

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    Varuka- Dell sent a Unisys tech to my house and replaced the speakers and audio card. (Edit - the Unisys tech was courteous and clearly quite competent).

    No improvement from crackling.

    : (

    I will chat with Dell tonight when I have some time for this.

    I have the old speakers and audio daughterboard if anyone needs them. . .

    EDIT - Not sure if this was an issue before but YouTube videos played at speeds different from 1.0x, volume will crackle a lot when internal speaker format is at 16/96kHz, 16/192kHz, 24/96kHz, 24/192kHz.
     
    Last edited: Aug 8, 2016
  13. pressing

    pressing Notebook Deity

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    I followed up with Dell tech from last week and he responded to me, "I am afraid the system is working as per design, as distortion while changing brightness is quite normal."

    : (
     
  14. GoNz0

    GoNz0 Notebook Virtuoso

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    ********, mine doesn't and niether do most on here so it isn't by design or they all would.

    Phone back, kick off m8!
     
  15. custom90gt

    custom90gt Doc Mod Super Moderator

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    Yeah I don't have that problem... I like how they are trying to make it seem like a feature
     
  16. Eason

    Eason Notebook Virtuoso

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    "it's working as designed" is the biggest ****ing ******** response and is probably #1 on my infuriation-meter

     
  17. varuka

    varuka Notebook Consultant

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    Dell tech did the same to my 9550 but they changed the screen too but issue was still there. Dell rang me and offered to replace motherboard but I refused for now as I don't think it's big enough of a problem for motherboard replacement... If issue gets worse then motherboard replacement will have to be done.

    As for YouTube... My speakers crackle only when adjusting brightness.


    Sent from my iPhone using Tapatalk
     
  18. WeeDv2

    WeeDv2 Notebook Consultant

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    I also have the crackling issue when changing volume using the hotkeys. I can confirm i did not use to have this issue with a previous motherboard/screen combo, so something odd there.
     
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  19. pressing

    pressing Notebook Deity

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    WeeDv2 & Varuka -

    What version of 9550 do you have (monitor, CPU, SSD, Windows version, etc.)?

    I have a FHD, 6300HQ, Samsung 850EVO 250GB m.2, W10 Pro 1511.

    WeeDv2 -

    Do you have that static sound when adjusting brightness with f11 & f12? Or just when adjusting volume with f2 & f3?
     
  20. varuka

    varuka Notebook Consultant

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    My 9550 spec is FHD, 6300hq, sm951 500gb m.2, w10 14393.


    Sent from my iPhone using Tapatalk
     
  21. WeeDv2

    WeeDv2 Notebook Consultant

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    I have the i7 4K 512 purchased as MS Store, but i have had the motherboard and screen swapped here in germany because i have NBD warranty.

    It only happens when adjusting brightness.
     
  22. WeeDv2

    WeeDv2 Notebook Consultant

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    double post sorry
     
  23. Hassan Alin Ali

    Hassan Alin Ali Newbie

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    Windows 10
    M.2 only
    BIOS 01.02.10
    AHCI
    Installed Samsung NVMe drivers

    I have an annyoing problem which I could not find on the forum, my dell xps freezes on notification, I don't even need to click on it, the windows taskbar freezes and does not respond anymore, the browser (edge) page stops and needs to recover and the whole os just freezes. I saw a video on youtube but I haven't found a solution yet, mine is a 4k 512g 16g ram. Anyone found a solution to this?
     
  24. secondvision

    secondvision Notebook Enthusiast

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    I wanted to sent in my 9550 for a motherboard replacement (coil whine issue) but the the chat support guy said that he knew nothing about a motherboard revision which would solve the problem. I'm in Europe. Anyone had a similar experience?
     
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  25. GoNz0

    GoNz0 Notebook Virtuoso

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    You don't see many coil whine issues on here, you may be able to pick up on the noise more than others as every laptop/pc has it to some extent. If a few friends can hear it sat at a working distance you have a case, if you are putting your ear to the laptop and can hear it then it isn't an issue as you don't work on a laptop in that position.
     
  26. secondvision

    secondvision Notebook Enthusiast

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    I did a test with 2 other people sititng about 1 meter away (left and right) and they where able to hear the noise when the room was silent. If the fans turn on, it obfuscates the coil whine and they weren't able to hear it anymore.
    But they were definitely able to hear it when the windows were closed and there was minimum sound inside the building. Would that make a case?
     
  27. arjunprabhu

    arjunprabhu Notebook Consultant

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    Touchpad button (left) started getting harder and harder to press... to the extent that it failed to register the clicks.
    called dell. They asked to ship it back to depot for repair.

    Dell Depot gets the laptop, begins repair --- and then its put on "Engineering Hold". After being on hold for 3-4 days, i follow-up via email - No concrete response. Only generic canned responses.

    I then started phone follow-up after about 5 days -- again, no one knows why its on Engineering Hold. Finally after repeated follow-ups, escalations..etc, I am told its on Safety Hold! Again, no one knows what that means and when the issue will be fixed. Infact the supervisor I spoke to told me that they might not be able to fix the Safety issue. I am told I might get a replacement/refurbished unit :( -- I just bought this system brand new - paid well over $2100 .... and to fix a TouchPad button, .... it has taken close to two weeks, with no end in sight.

    At this point, i am not sure when or which system i will get back.
     
    Last edited: Aug 16, 2016
  28. GoNz0

    GoNz0 Notebook Virtuoso

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    If you can't hear it over the fans on tickover but can hear it in a silent room you may not have a case, they have a slight noise but it is up to you if you want to pursue it. After all the **** I had with my 9530 this 9550 is near silent but probably the same as you in a silent room. I am happy with it but I know these things have some electrical noise. End of the day it's up to you.

    Right this is a really simple case. Phone up, ask for a manager and failing that the resolutions team and tell them this is totally unacceptable for a new laptop and due to this so called "Safety hold" bullsheite that you are now rejecting it as it is obvious they have caused some damage they are trying to cover up, refund or replace with new only. Accept nothing less than new or refund, refuse to accept any other answer.

    They will back down as they have every time with me and I am probably up to my 7th or 8th system.
     
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  29. scorpio187

    scorpio187 Notebook Consultant

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    7th system? You sure are persistent! Wouldn't be it be easy just to return it and ask for refund after the 3rd one? That was part of the reason why I decide not to purchase it as 9550 seemed particularly buggy.
     
  30. GoNz0

    GoNz0 Notebook Virtuoso

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    I had 4 9530 laptops and the 4th worked fine for over a year until fans started to fail, come the 3rd fan phone call they wanted to swap the motherboard. I mentioned the previous swaps due to coil whine and the unskilled engineers bodging laptops with salvaged parts (I had a palmrest blister and they sent one that had come from a dropped laptop that was a scrap part) so they said they would authorise a new laptop and along came the 9550's with screen issues. I went mad at them for shipping one with a deformed gorilla glass and 2 replacements with identical marks on the LCD, they offered a full refund, I refused and resolutions got involved leading to a free upgrade to a 32gb ram and 1tb ssd!
    It pays to complain.

    Sent from my SM-G920F
     
    Last edited: Aug 17, 2016
  31. scorpio187

    scorpio187 Notebook Consultant

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    I wish I had your stamina lol
     
  32. arjunprabhu

    arjunprabhu Notebook Consultant

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    I originally purchased the system via Microsoft Store to avoid dell crapware on it. .. I have tried serveral times on my call with the escalation contact for brand new replacement system., but they are not willing to do the same :( - saying as per policy they dont have the authority to replace it with a new system - and can only exchange with a dell certified system. I haven't even been told what the replacement system would be...... Just that the escalation manager has got the approval for an exchange.

    beyond pathetic ..

    Any good non-dell systems which have similar specs ? (lightweight, with 4k display, Core i7 processor, 16GB RAM - with decent battery? -- and more importantly - good responsive support )
    -- i am not sure how long the replacement system would last.. need to start looking for alternatives......
     
  33. GoNz0

    GoNz0 Notebook Virtuoso

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    Get a refund and buy it again.

    (corrected the auto correct fubars in my previous post)
     
  34. arjunprabhu

    arjunprabhu Notebook Consultant

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    Thats my preference as well. But i purchased from Microsoft Store - will Dell provide a refund ? Any pointers on what to say and how to go about it?
     
  35. GoNz0

    GoNz0 Notebook Virtuoso

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    Of course not but you can take it or send it back to the MS store listing your complaints
     
  36. arjunprabhu

    arjunprabhu Notebook Consultant

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    Its been more than 30 days since i purchased. MSFT return policy is limited to 30 days. On my online order, it does not even haven an option to return anymore.
     
  37. GoNz0

    GoNz0 Notebook Virtuoso

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    Phone them, explain Dells lack of help and wanting to swap it for a refurb after feking it up. If you paid by credit card get them involved.
     
  38. Techland

    Techland Notebook Consultant

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    I doubt so. You maybe simply didn't notice it. Changing brightness via Fn-F11/ F12 causes DPC interruptions between 4 ms and 16 ms. This will cause dropouts/clicks during audio playback no matter if you have PCIe, TB, or USB audio interfaces connected to the XPS9550 (I tested). And includes the internal Realtek sound card.

    There are only two solutions:
    - raise the internal buffer size so that the drop out can be compensated. Bad idea as in many cases there is no possibility to do so, and the latency for real-time applications rises to unacceptable levels.

    - pray to the gods that the engineer at Dell who put this routine into the BIOS recognizes his fault and fixes it, so that brigthness behaves like any other Fn function (all block the system far below 1 ms).
     
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  39. varuka

    varuka Notebook Consultant

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    So you're saying that most Dell 9550 owners will have this f11/f12 hot key issue and Dell know about it?


    Sent from my iPhone using Tapatalk
     
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  40. GoNz0

    GoNz0 Notebook Virtuoso

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    Looks like we all have it then as I just tested it with music playing and it crackles.
     
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  41. pressing

    pressing Notebook Deity

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    Techland,

    There are at least 5 people here that have reported the same crackling problem this month.

    Dell replaced the speakers/audio card for Varuka and for me, with no correction.

    I have done some testing with an external DAC and some special drivers - ASIO4ALL seems to work fine (but with Windows 10 I think you can only use ASIO4ALL in certain programs like my virtual piano software). WASAPI in my virtual piano seems to work with internal speakers. Importantly, I have a sneaking suspicion this latency bug is problematic for live piano playing. See links below for more detail...

    Any suggestions for how we can effectively communicate this to Dell? Should all 5 of us call in for separate tickets referencing your post above? If so, are there more details you can add to that analysis? Any other suggestions?


     
  42. Techland

    Techland Notebook Consultant

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    First of all one has to make sure not to mix up all the issues reported with Dell audio with this specific issue (Brightness control from the laptop's keyboard).

    Second I doubt Dell will ever fix this as during critical audio reproduction you could simply refrain from changing the brightness this way. Windows 10 has a brightness button in the new notification fly-out, which changes brightness in 5 steps, but without any DPC problems (so no audio drop out).

    Third: there is a small chance the reason for the long interruption is that the communication between display and keyboard/BIOS requires so. You would need to know different laptops with the same screen technology/connection/control/communication where this behaves differently to be sure it can be fixed.

    Some more info about the problem: ASIO has the big advantage that one can adjust the buffer size and this way check out how much buffering is needed to prevent drop outs. While the 9550 can run down to 32 samples buffer size (not perfectly stable), 64 samples is stable enough for serious work. The brightness control requires an ASIO buffer of more than 512 samples to safely prevent dropouts (equalling a raw round-trip latency of 23 ms at 44.1 kHz). That is unacceptable in 2016.

    The buffer size used in WDM/Wasapi/DirectSound is usually not under control of the user. Unless you have a professional audio interface that allows to set that value as well. This way I can reproduce the problem for Direct Sound etc in the same way, 512 samples buffer size mostly prevents clicks.

    Unfortunately today the problem was gone with DirectSound playback via AIMP, where I could easily reproduce it yesterday (it seems WDM/Realtek now uses a very big buffer to be able to play back without dropouts). It still happens with ASIO, other audio interfaces, and Realtek's own ASIO. It also happens when I use DVDFab media player to look a video with the internal Realtek sound card via WDM. That means the problem can not be reproduced as easily as I first thought, which makes it even harder to bother Dell with it.
     
    Last edited: Aug 19, 2016
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  43. Techland

    Techland Notebook Consultant

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    To measure the problem: Download the tool DPC Latency from Thesycon. Ignore the info that it is not suitable for W10, it is in this case. Run it, you will see a constant DPC of about 1 ms.
    Now use any of the Fn key combinations. Only brightness will cause big red peaks of up to 16 ms.

    I prefer this tool as it perfectly presents/visualizes the problem. If you want to deal with Dell they will (of course) argue this tool is not for W10. So change to LatencyMon 6.5 from resplendence, go to Options, check 'Kernel timer latency', do the same test - voilà.
     
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  44. Hassan Alin Ali

    Hassan Alin Ali Newbie

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    Does any of you have had 100 disk usage issues? It's just frustrating when doing something more demanding it takes like 10-15 minutes and then freezes because no app can use the disk because it's already 100 used by nothing, the app or process don't appear in task manager.
     
  45. JPaul_Johnson

    JPaul_Johnson Newbie

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    Hi Mike_nbr. Just wanted to say Thanks. I've just installed a new Samsung 850 Pro in a XPS15 and it was taking about 3 minutes to boot. Terrible. I took you advice (replace AHCI drivers and update BIOS), and my boot time is about 20 seconds. I'm very grateful.

    Thanks.
     
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  46. jeep364

    jeep364 Notebook Consultant

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    Has anybody had the 'hard to press' touchpad?

    It has happened before but went away after a day or two. Opening up the case and fiddling around to see if something was stuck didn't help. It has happened again recently and won't go back to its original position. The touchpad is not sticking 'out' but it is very hard to press. I can barely get a push in at the lower corners, certainly nothing like before where you could audibly click with almost the whole bottom 2/3 of the pad.
     
  47. lomaleks

    lomaleks Newbie

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    Help me please!!

    I have a Wi-Fi problem at Windows 7 x64
    I`v installed the drivers mostly at DELL website:

    Device manager says:

    "Dell Wireless 1830 802.11ac" - This device works properly
    BUT - it doesn`t see any wi fi...

    At win 10 everything worked fine, but I`d rather stay with win 7.
     
  48. GoNz0

    GoNz0 Notebook Virtuoso

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    Look for the dedicated windows 7 thread.
     
  49. GoNz0

    GoNz0 Notebook Virtuoso

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    Dell premier colours crashing when trying to open the interface. I am not alone https://redd.it/4yc98p

    And I had to go back to BIOS A10 as the flicker issue was back.

    Will phone the waste of space they call support tomorrow.
     
  50. YUKIKAZEric

    YUKIKAZEric Notebook Enthusiast

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    Hi,
    I have a 9550 with 256gb SSD, 56whr, 1080p. I recently put a 850 pro into it and it worked just fine. However, sometimes the SATA link speed shown in the Intel rapid storage is 3gb/s.

    Also I was trying to change from raid mode to achieve mode but it does not work, my system won't boot so I have to change it back.

    Could anyone help me out? Thanks in advance.
     
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