Problem with OS and possible hardware fault on XPS 15 9530. Help!

Hi all

I bought myself an XPS 15 9530 mid tier model off Dell Outlet UK. Unfortunately I'm having some issues.

Firstly, I couldn't even set it up - it would load the Dell window after turning on for first time (and ever since) with some kind of cache error and then take me to a black page. That's as far as I could get.

I phoned Dell and consequently spent an hour on the phone to no avail. The technician finally caved and sent me a W8 USB key so I could reinstall the OS in the thinking that it was an OS issue.

So, yesterday I clean installed the OS and set on installing drivers, in the correct order. As soon I come to installing the video driver, I cannot install the Intel HD 4600 driver. When trying to install, it crashes, then restarts the system. Every time. I then tried updating it via MS Update and, again, it goes to a blank screen after just 5 minutes of downloading the drivers. Also, another thing to note is that the fan is on constantly, as soon as I put it on.

So, I think there is some kind of hardware fault, possibly with the graphics and/or motherboard. I'm hoping someone may be able to shed some light on this before I phone Dell again tomorrow - the agent I spoke to didn't seem all that bright seeing that it would appear I knew more than him which is difficult as I'm bit of a noob with these things.

Many thanks in advance.

 

Are you referring to switchable graphic capability? Sounds like a compatibility issue between Intel and Dell. Is the driver listed on Dells website? How is your OS operating with your discrete graphics card otherwise?

 

On a clean install, you shouldn't be crashing during the Dell driver install, especially if it's in the correct order. I assume you're getting a BSOD, so you can check event logs to confirm where it's crashing. Although it'll probably reference an intel driver of sorts.

But either way, I would say it definitely sounds like a hardware failure (MB). I'd just push for an exchange as there isn't likely much additional troubleshooting that's going to help with something like that.

 

Thanks for the replies guys. When I attempt to install the Intel driver first (simply shows generic graphics adapter in Device Manager) it begins to install, then goes to a black screen and crashes, restarting about 5 seconds later. No BSOD.

I will contact Dell and see what they can do - sadly because it's a refurb, my options are limited with either a repair or a refund. I believe Dell won't replace it but we'll see.

Thanks for the advice.

 

Just an update on this.

Dell sent me the USB W8 key. I clean reinstalled the W8 with that installing each driver one by one in the correct order. As soon as I got to installing the Intel 4400 driver, the system crashed and I was back to square one with the computer going to a black screen and unable to boot.

Phoned Dell who then had a new mobo sent out. It was the same so I again reinstalled the OS, and again, as soon as I came to installing the Intel 4400 driver from Dell's website (would update it later if needs be direct from Intel) it crashed and won't boot. So, it's not linked to the OS, it's not the mobo. Hmmm! Sadly, Dell won't send me a replacement since it's a refurb but they're having it collected tomorrow to go back to the factory and they'll attempt to repair it. I told them if it's not in the same condition or still isn't in working order on its return, I will be requesting a full refund which they've said is no problem.

Just wondering if anyone might have any ideas as to what it could be so I could possibly try that tonight.

 

Try running an extended diags. Hit F12 at the Dell logo and select diagnostics. After the quick test is run, let it run the extended.

My only other likely suspect is bad memory. Not much else in there... just an I/O board and other unrelated components.

If you're comfortable opening it, could try pulling a dimm and disconnect the I/O board to see what it does. Otherwise you're kind of limited.

Sent from my SM-N900T using Tapatalk

 

Update.

Received my XPS 15 back from the factory. The sheet included with the laptop shows that Dell replaced another Mobo and did a reinstall of W8.1. It appears to be fine at the moment but will be keeping a close on it. One thing I noticed was that the Intel Smart Connect was not running and I simply couldn't get it to work. I've since uninstalled it so hope it doesn't make too big a difference.

Will update if I encounter further problems but it appears for now that the laptop is fixed (holds breath!)