Samsung ultrabook crashes when goes into sleep mode (lid close)

[serengeti]

Dear Forum

I have a new samsung ultrabook 5 series (NP530U3C-A01US) that is supposed to be fast in booting up and down using intels ssd cache. Unfortunately it does not stay in sleep mode but crashes instead (I do not think it is a BSOD, cant verify as the lid is closed). On opening the lid the laptop resumes from the main boot menu and windows announces that it has abnormally stopped and gives options of save boot. After normal reboot, the wireless card would not start properly, and everything is somewhat slow.
The failure is random, not every close lid will create the crash. I was not able to find the reason or the relationship that might cause it. I fear it is related to some custom samsung software installed (others refer to bloatware). Hope I can find help here.

I have reinstalled the factory image with the same result.
I have contacted Samsung help desk, with no useful help
I have re-installed the Intel drivers for centrino wifi module. My drivers for Graphics are up-to-date

I have used the SF diagnostic too and attached the result here. There is no dump file, although I have enabled it.

 

[koolkat77]

Welcome

Have you updated to the latest firmware of the SSD?
http://www.sevenforums.com/tutorials/174459-dump-files-configure-windows-create-bsod.html

 

[serengeti]

Hi

Thank you for your suggestion.
I did not update that SSD driver.
I have a SANDISK i100 24 GB SSD installed. When I do an update of drivers, the automatic lookup tells me that this is the newest version.
The driver version installed is 6.1.7600.16385 from Microsoft. I googled a bit and I do not seem to find a driver that I could install manually.

Any hints on that?

 

[Vir Gnarus]

Send it for replacement. There's no point beating around the bush when you have a brand new system that's already unstable. It is very often, nearly always hardware problems that are best left to the OEM to fix. Since the factory restore did not work either, it's not a driver/software problem. You just managed to get the occasional dud, which happens.

You'll want to press the issue and and aggressively - though respectfully - ask them for a replacement, not a repair. They will try to send it for repair, but request replacement, otherwise you most likely will end up having to send it several times until they replace the part that's actually causing the problem. Sending for replacement is a one-shot clean chance of getting a good stable system. It is not profitable for them to do it this way, however, hence why you'll need to urge them to do it.

As for diagnosing the problem here, there's no info we can work with. No crashdumps, and the syslogs are pretty barren, except for a massive list of cd-rom errors. This could be causing your problem, but can also be irrelevant. Don't bother taking a chance with it and just get the replacement.

 

[american eagle]

Dear Forum

I have a new samsung ultrabook 5 series (NP530U3C-A01US) that is supposed to be fast in booting up and down using intels ssd cache. Unfortunately it does not stay in sleep mode but crashes instead (I do not think it is a BSOD, cant verify as the lid is closed). On opening the lid the laptop resumes from the main boot menu and windows announces that it has abnormally stopped and gives options of save boot. After normal reboot, the wireless card would not start properly, and everything is somewhat slow.
The failure is random, not every close lid will create the crash. I was not able to find the reason or the relationship that might cause it. I fear it is related to some custom samsung software installed (others refer to bloatware). Hope I can find help here.

I have reinstalled the factory image with the same result.
I have contacted Samsung help desk, with no useful help
I have re-installed the Intel drivers for centrino wifi module. My drivers for Graphics are up-to-date

I have used the SF diagnostic too and attached the result here. There is no dump file, although I have enabled it.

Hi there, I also have Samsung Series 5 Ultrabook NP530U3C, and EXACTLY same thing happens !! My failure is random too and the wirless doesn't work neither. Maybe it's express cache problem - so i turned it off - we'll see what happens. Did you send it back to Samsung ?

 

[AndreSa]

hello all,
just to add some notes here. i have one of those series 5 ultrabooks aswell (NP530U3C) and my coworker uses exactly the same. We both are having the same issues. So I believe this is a wide spread issue. Anyone with a Series 5 Ultrabook that does NOT have the issue? Think I might go to the Samsung Service Center but including this Thread. Seems a replacment unit will most probably not do the job
Andre

 

[american eagle]

Probobley, the SSD-disc is damaged. From the time I turned it off (now the OS uses only 500GB HDD) it didn't happen. Try to do it on yours, so we know where the problem is.

 

[AndreSa]

Probobley, the SSD-disc is damaged. From the time I turned it off (now the OS uses only 500GB HDD) it didn't happen. Try to do it on yours, so we know where the problem is.

thanks. weird - when i check the size of hdd it only shows 443 total capazity. should in fact be 500 plus the ssd

second fact after unpacking the device and turning it on for the first time i already had the screen windows did not close properly. guess i should have given it back then and there.

 

[american eagle]

When I opened mine for the first time, the grapfics were terrible - graphic card was broken
This is my second one

 

[Vir Gnarus]

To those with their own problems, it's much preferred to start your own thread and merely link to this one as reference. Us volunteer tech support prioritize threads with no replies, so having a fresh thread will increase the likelihood that your situation will be dealt with promptly and thoroughly. Plus it keeps things clean. Understand that just because you may have a similar setup doesn't mean the problems are the same, so it's best that each incident is kept in its own thread.

 

[serengeti]

Hi

I still have the evil problem of my laptop dying when asleep. Sometimes the "kill" happens a few seconds after it entered sleep other times it lasts much longer.

I tried to send it in, but so far I was not able to convince anybody to replace it.
What tool could I use to show that the SSd is damaged? The windows tests do not indicate anything.

 

[Vir Gnarus]

So you could not even convince Samsung to repair/replace it? I think you should be more aggressive. If it's a new system and it's under warranty, they are under obligation. If need be, report to the BBB.