Dell G5 5587 Specs:
- Windows 10 1903
- 120 Hz Screen
- 256 SATA M.2 SSD + 1 TB HDD
- i5-8300H
- 16 GB RAM
- GTX 1060 Max-Q
It's been just a few months since I have had this laptop and the I've been having random black screen/laptop-locked-up issues. I'll tell you what trouble-shootings I've been through to get a sense of what is happening(I still don't) so first I thought it was an issue with the processor so I disabled its turbo-boost clock speeds on the BIOS, then noticed that wasn't the issue, updated all the drivers and BIOS to the latest from their website, didn't work. Decided to call Dell for guidance on the matter then in the middle of the call the issue happened while he had access to the laptop remotely, so he lost access to the laptop and I couldn't do anything from my side, screen went black, recorded and showed it to him so the representative could have a sense of the matter, he agreed to provide a free repair service and just to found out later on that they didn't do anything to solve it out, they just checked the cable connection from the screen.
After receiving it I noticed that it sometimes happened while using Spotify UWP and it would throw an error in the logs before locking up the computer, so I uninstalled and went to a previous non-updating version, just to make things clear, I use Spotify a good part of the day but not always, so solely Spotify hadn't been the main reason for the issue.
Ran all the test from their Dell SupportAssist app and none of them seem to throw out any issue. Did a clean installation of the video drivers, both NVIDIA and Intel and it seemed to at least get rid of some micro-stutters from time to time while using the OS but they still persist (Just can't believe there's micro-stutters in this capable system).
Disabled hibernation in the powercfg because I have Windows installed in the SSD, ran sfc /scannow just to make sure there were no issue but there were and the tool couldn't solve them out so I did DISM Online RestoreHealth, tried again and it finally solved that issue with sfc but the black screen/computer-lock-up happened a day after.
- When does it happens?
It's completely random, it could happen while browsing, watching youtube, programming, a few times while playing games, it happened once when I unplugged the power supply, it tends to sometimes happen after I let the computer sleep.
- How do I "unlock" it?
By just pressing down the power button, then I boot it up and like nothing happened.
- Are they variations on this issue?
Yes, the computer freezes completely and what I was doing last persists on the screen, no input device works at that point and the only thing left to do is to force shutdown. Other times while I'm doing any of the above mentioned activities, the screen goes black and after a few seconds it starts flashing straight lines vertically or horizontally and if there was audio playing in both situations, it screeches.
-What logs do you still get related to this issue?
The most relevant one that I haven't been able to solved out it's a warning that states: "The driver \Driver\WudfRd failed to load for the device ACPI\INT3400\2&daba3ff&0." Source: Kernel-PnP Event ID: 219. Doing some research online it seems to be related to "Intel Dynamic Platform and Thermal Framework" installed the latest driver for my Dell but the warning still appears there, randomly while the PC is on and minutes before the laptop locks up, tt doesn't always lock the laptop up after it appears but it sometimes does.
Does anyone have any suggestions for me to try out and solve this out? If you need any more details, just let me know.
