LilBambi
BSOD Kernel Dump Senior Analyst
Hi, my friend has a brand new Dell XPS 8500 with ATI/AMD Radeon 7770 video card; Intel Core i7 (Ivy Bridge).
From the first day she got the computer, it started having problems locking up hard for no apparent reason. Just total lock up. Happened again the 2nd day.
When it happened, it would not boot right on the reboot. It would show no signal on the monitor (made me think video card), but sometimes you could get it to come back. Then by the end of the 2nd day, would not boot at all. Dell sent a tech to replace the motherboard and power supply. I asked them to send the video card but they felt it was the power supply and maybe even the motherboard.
The tech put in the power supply and motherboard and the fans would come on again, but still would not work (no signal on monitor). Tech talked to Dell and they overnighted the video card which I put in and it started working after installing the new card.
But here's the problem. It had crashed hard several times and had to be shutdown hard. All seemed to be find but we got an update for the new dell monitor (which may be coincidental since we did that right after coming back up). Anyway, it works fine while it's working (so far -- may still lock up later since it took hours for it to act up the first day and second day). But working fine except if you shut down, it goes to black screen, the monitor stays on, and it won't finish shutting down.
It appears to now be some sort of driver issue or Windows issue, but hard to tell for sure. All the peripherals are the same as the ones that were on their old Sandy Bridge Intel Core i7 computer. Or maybe there is a memory issue as well (they didn't replace the memory or the CPU).
Any thoughts or questions, off the cuff?
I may be able to do a remote session over the weekend, but had to leave without finishing because I had an appt across town to get to so couldn't get anything substantial to determine if this may still be a hardware issue and they should just get their money back or if this is some weird driver issue causing this.
From the first day she got the computer, it started having problems locking up hard for no apparent reason. Just total lock up. Happened again the 2nd day.
When it happened, it would not boot right on the reboot. It would show no signal on the monitor (made me think video card), but sometimes you could get it to come back. Then by the end of the 2nd day, would not boot at all. Dell sent a tech to replace the motherboard and power supply. I asked them to send the video card but they felt it was the power supply and maybe even the motherboard.
The tech put in the power supply and motherboard and the fans would come on again, but still would not work (no signal on monitor). Tech talked to Dell and they overnighted the video card which I put in and it started working after installing the new card.
But here's the problem. It had crashed hard several times and had to be shutdown hard. All seemed to be find but we got an update for the new dell monitor (which may be coincidental since we did that right after coming back up). Anyway, it works fine while it's working (so far -- may still lock up later since it took hours for it to act up the first day and second day). But working fine except if you shut down, it goes to black screen, the monitor stays on, and it won't finish shutting down.
It appears to now be some sort of driver issue or Windows issue, but hard to tell for sure. All the peripherals are the same as the ones that were on their old Sandy Bridge Intel Core i7 computer. Or maybe there is a memory issue as well (they didn't replace the memory or the CPU).
Any thoughts or questions, off the cuff?
I may be able to do a remote session over the weekend, but had to leave without finishing because I had an appt across town to get to so couldn't get anything substantial to determine if this may still be a hardware issue and they should just get their money back or if this is some weird driver issue causing this.
