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New Dell Laptop Random Restart


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18 replies to this topic

#1 superstreetfighter4

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Posted 24 October 2010 - 05:10 PM

I've had this Dell Studio 15 laptop (Windows 7, Intel Core i7-720QM Quad Core Mobile CPU) for a bit under 2 months and it randomly restarts on me. Four times since yesterday. I'm not sure if its had the problem since I got it or if its from something I installed (like a bunch of BIOS and drivers from support.dell.com even though I didn't know what they were for) or if something else happened along the way, but it's pretty annoying.

The laptop will restart to a screen that says "Windows Did Not Shut Down Successfully" and let me choose to start Windows normally or in different Safe Modes. Any help is appreciated!

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#2 keyboardNinja

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Posted 24 October 2010 - 06:35 PM

Have you been getting a Blue Screen of Death (BSOD), or just a hard restart?

Download BlueScreenView
No installation required.
Double click on BlueScreenView.exe file to run the program.
When scanning is done, go Edit>Select All.
Go File>Save Selected Items, and save the report as BSOD.txt.
Open BSOD.txt in Notepad, copy all content, and paste it into your next reply.
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#3 superstreetfighter4

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Posted 24 October 2010 - 07:36 PM

==================================================
Dump File : 100310-31231-01.dmp
Crash Time : 10/3/2010 1:16:30 AM
Bug Check String : BUGCODE_USB_DRIVER
Bug Check Code : 0x000000fe
Parameter 1 : 00000000`00000008
Parameter 2 : 00000000`00000006
Parameter 3 : 00000000`0000000b
Parameter 4 : fffffa80`09983000
Caused By Driver : usbhub.sys
Caused By Address : usbhub.sys+12a60
File Description :
Product Name :
Company :
File Version :
Processor : x64
Computer Name :
Full Path : C:\Windows\Minidump\100310-31231-01.dmp
Processors Count : 8
Major Version : 15
Minor Version : 7600
==================================================

==================================================
Dump File : 093010-17113-01.dmp
Crash Time : 9/30/2010 12:35:52 AM
Bug Check String : BUGCODE_USB_DRIVER
Bug Check Code : 0x000000fe
Parameter 1 : 00000000`00000008
Parameter 2 : 00000000`00000006
Parameter 3 : 00000000`00000006
Parameter 4 : fffffa80`08583000
Caused By Driver : usbhub.sys
Caused By Address : usbhub.sys+12a60
File Description :
Product Name :
Company :
File Version :
Processor : x64
Computer Name :
Full Path : C:\Windows\Minidump\093010-17113-01.dmp
Processors Count : 8
Major Version : 15
Minor Version : 7600
==================================================

==================================================
Dump File : 090310-17331-01.dmp
Crash Time : 9/3/2010 5:12:47 PM
Bug Check String : BUGCODE_USB_DRIVER
Bug Check Code : 0x000000fe
Parameter 1 : 00000000`00000008
Parameter 2 : 00000000`00000006
Parameter 3 : 00000000`00000006
Parameter 4 : fffffa80`0864d000
Caused By Driver : usbhub.sys
Caused By Address : usbhub.sys+12a60
File Description :
Product Name :
Company :
File Version :
Processor : x64
Computer Name :
Full Path : C:\Windows\Minidump\090310-17331-01.dmp
Processors Count : 8
Major Version : 15
Minor Version : 7600
==================================================


hmmm is that what I was supposed to post?

#4 superstreetfighter4

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Posted 24 October 2010 - 07:39 PM

Oh yeah I guess they're occasional blue screens like those instances but the majority are just restarts.

#5 keyboardNinja

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Posted 25 October 2010 - 11:38 PM

hmmm is that what I was supposed to post?

Perfect. :huh:

Oh yeah I guess they're occasional blue screens like those instances but the majority are just restarts.

Well, those were last month (and the beginning of October), so they are mostly irrelevant right now.

PM me your Dell Service Tag, and I'll make sure you install the right drivers this time. :huh:

Then we'll go from there.
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#6 keyboardNinja

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Posted 27 October 2010 - 11:04 PM

Before we install drivers, Publish a Snapshot using Speccy so I know which drivers to pick. :huh:
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#7 superstreetfighter4

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Posted 27 October 2010 - 11:59 PM

http://speccy.piriform.com/results/s3d4BESSUKe9eIrMEgy3K3p

#8 keyboardNinja

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Posted 28 October 2010 - 08:22 AM

Thank you. :huh:

It appears from your snapshot that you have the wrong drivers installed for your graphics card. We're going to fix that.


Now, before we go further, please Create a System Restore Point. This will allow us to roll back any changes we make if we encounter problems.


After creating the new System Restore Point, please download new drivers here. NOTE: this is a large file (125MB), and could take some time to download. I recommend saving it to the Desktop, as it will be easier to find later.

After the file has finished downloading,Save any open documents, and close all open programs (web browser, music player, etc.). Then hit the following keyboard combination: Windows Key + R

Type devmgmt.msc and hit Enter on your keyboard.

This will bring up your Device Manager, which lists all the hardware in your computer.

Look for Display adapters near the top, and expand the little arrow to show all devices under this category.

Here you should find your graphics card (ATI Mobility Radeon HD 5470).

Right-click your graphics card, and click Uninstall. You will be presented with the following window (with your graphics card's name at the top instead of mine):

Posted Image

Be sure to check the box that says: Delete the driver software for this device.

Click OK. Your screen will likely flash, and you should be asked to reboot your computer. Please allow it to reboot as requested.

After the reboot, you may be asked to reboot again. DO NOT REBOOT AGAIN YET.

Once you are back to your Desktop, double-click on the file you downloaded (named R257949.exe), and follow the prompts to finish the installation of the new graphics drivers.

After the installation is complete, you will be asked to reboot again. Please allow it to reboot as requested.

After the reboot, please Publish another Snapshot using Speccy. Just open Speccy, File > Publish Snapshot, and paste the link you get like you did before.

I want to check the new drivers by looking at the new snapshot to make sure everything is okay. :huh:

Once again, if you have any problems performing the instructions or have any questions, feel free to ask. :thumbup2:
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#9 keyboardNinja

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Posted 28 October 2010 - 08:23 AM

AFTER doing all that, install this driver.
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#10 superstreetfighter4

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Posted 29 October 2010 - 01:17 AM

http://speccy.piriform.com/results/vJEj3OX0SJXgkp37cWhQJHd

I'm not sure if it installed correctly since it didn't ask me to restart after I deleted the graphics card/software, so I just restarted it myself.
Should I install that driver in your last post?

#11 keyboardNinja

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Posted 29 October 2010 - 07:21 PM

Hmm...okay. I can see from your snapshot that the correct driver version is installed now, but I'm not sure why it didn't make you reboot when you uninstalled the old one.

Did it ask for a reboot after installing the new one?

Yes, please install this driver (it is the chipset driver).
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#12 superstreetfighter4

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Posted 30 October 2010 - 09:13 PM

Okay I installed that driver. And yeah it did ask me to reboot when I installed the other one.

#13 keyboardNinja

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Posted 30 October 2010 - 10:40 PM

Okay, that's good.

All your other drivers are fine, so you should be good to go. :huh:

If you have any more problems, just reply back in this topic, and I will get back to you ASAP. :huh:
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#14 superstreetfighter4

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Posted 30 October 2010 - 10:44 PM

Woooo thank you!

#15 keyboardNinja

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Posted 30 October 2010 - 10:52 PM

You're welcome! :huh:
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