What kind of RAM were you using before you switched? As far as I know Framework only officially supports DDR4 3200 sodimms, although I have been using (unofficial) 2666 modules since getting the laptop with no issues. WHEA-Logger means that it’s some sort of hardware issue, so you could have had a bad RAM module, and when you switched to the new RAM, the 2400mHz clock speed could be the new problem. My recommendation is to put in some DDR4 3200 modules if you have any, otherwise contact support for more in-depth help!
That RAM kit looks good, I’d try one module at a time to see if one of the two is bad, and try to RMA that if you can. It also cannot hurt to contact support, as they have probably handled more issues like this than I have.
I am trying now 1 stick of the original RAM at a time. So far it has crashed on the first stick.
I have already updated BIOS and installed latest Framework drivers. It won’t stay on long enough to get through Windows updates. I’ll look into SSD firmware.
Running memtest or prime95 is pointless on a PC that won’t stay up for more than 30 mins of normal use.
Hi there. I would recommend submitting a ticket to our support team here: Framework | Support so they can ensure your laptop is performing as intended!
I did create a support ticket, they blamed it on ‘non compatible SSD’, which seems like BS to me. These are standard parts that should be interchangeable.
In order to avoid an argument, I went out and purchased a WD Black SN750, reinstalled windows, reinstalled the drivers and the issue persists.
So far I am extremely disappointed in this machine, and out 2 open box SSDs to boot.
Agreed, likely they are ruling out the non-Framework components, and have only approved certain SSDs, but calling them “non compatible” is not the best word choice and can definitely be misleading to the user.
Sorry that your experience has been so rough Chad. Here’s hoping that from here support can actually get your problem solved.
So just an update for those playing along at home:
I ran memtest86 4x last night and it completed successfully each time in about 2h40m.
Support has asked me to update the graphics driver, asked how I installed windows, asked if I changed or modified power profiles. I updated the driver, no change. I have not modified the power profiles and Windows was installed as per their guide.
Monday afternoon they said they would like to send me a new mobo if I would be willing to replace it. Kinda weird for a brand new computer, but hey it’s made to be serviceable and after checking the procedure out looks like something I can do.
So I said sure, let’s do it.
Since then, radio silence. I have asked for updates Tuesday afternoon and this morning, but have not heard anything. My old laptop is hanging on by a thread; I really need the replacement up and running.
Starting to get a bad feeling about this purchase.
That is unfortunate. I’ve heard that Framework is getting an uptick in support requests right now, so patience is key, but it wouldn’t be a bad idea to also try DMing the support team member who commented earlier in this thread to get an update. They are likely working on it as fast as they can, but with a team of 35 they can only do so much work each day. Hoping you hear back from them soon!
Arriving at this thread late, but glad to hear it was resolved. Our support flow sequences are generally probabilistic. Meaning, we take in data as we see issues that customers run into, and then use that to inform what steps we run through when providing support, both looking at frequency of root causes and how heavy each support action is (e.g. we want to eliminate possible software sources of an issue before digging into possible hardware causes).
It is most commonly the case that blue screens or reboots would be driver related, followed by memory related. I agree that storage is less likely to be the root cause, but it is something that we have seen. Mainboard is the next step after that, and resolved it in this case. That it was the Mainboard in this case then also feeds into how we look at this same set of symptoms and the resulting support flow going forward.
@nrp Glad to know that you’re continuously collecting data from support cases to make the support better in the future! It really shows that while Framework may stumble being a new, small company now, that you’re making sure to improve it as you grow.
