XPS 8960, CPU fan failed, shuts down automatically on boot

Question

I have had my XPS 8960 for just about two months now, and when I turned it on this morning, I got a CPU fan error on the PC's boot that took me to diagnostics. After about one minute of the PC being on, whether I run the diagnostics or not, it automatically shuts down. The CPU fan runs at maximum volume, and I have a water-cooled i9 using Dell's ASSY Heatsink For CPU Liquid Cooler.

I have submitted my support ticket to Dell and am luckily still under warranty, but the second they sent me the ticket for a tech to come this week, the part was on backorder. They won't tell me when the part will be available for replacement. It is my first water-cooled PC that I have gotten, and I am looking to see if there is anything I should check in the meantime or if anyone knows of any other CPU cooling systems that would fit the case and work in the meantime until the can get me a replacement.

I have done the following so far: I unplugged the PC from the power unit and let it sit for over an hour to see if a cold reset would work. I also unplugged the CPU fan pin from the motherboard into the pump and replugged it back in.

I wonder if I should unscrew the pump from the CPU and check the Thermal paste, but I don't have any on hand to replace it. Also, is there any way to check and see if the pump is even flowing water through the CPU mount? The entire thing is black, and I do not know how to check if it functions visually.

For the price of this machine, you would think the parts would at least last a few years. Checking this message board seems to be a pretty common issue with these pumps, and Dell is unable to replace them any time soon.

DELL-Nat M · Answer

Hi all,

If you have an XPS 8960 or an Aurora R16 displaying a CPU fan failure error, please contact technical support by clicking the Get Help Now button located in the bottom-right corner of this page. Our support team will assist with troubleshooting and determine whether the Liquid Cooling Module needs to be replaced.

RoHe · Answer

Which CPU do you have?Read this thread.  Just keep in mind you'll probably have to reinstall the faulty water cooled heat sink system before Dell will do any warranty repairs.  Or maybe just do the replacement and forget about getting this one repaired/replaced.

AGiantWolf · Answer

@RoHe​ I have the Asetek: ASSY Heatsink For CPU Liquid Cooler. They are now saying it will be on backorder for the next two months. It is a single fan 120mm CPU cooler provided by Dell for the i9 49000k processor in the XPS 8960 build.

ProfessorW00d · Answer

@AGiantWolf​   you should consider a 240mm AIO CPU cooler. Unfortunately, I can't post photos.

RoHe · Answer

@ProfessorW00d​ Maybe you can PM the photo(s) to @AGiantWolf through the forum ?

ProfessorW00d · Answer

@RoHe​   having trouble with photos in PM also . . . they are working on it

Ismosck · Answer

Was Dell able to resolve your issue yet?  Same thing just happened to me and I’m getting ready to call.  It looks like the cooling system is available now on Amazon.

GGG06 · Answer

Same exact issue with my XP 8960. Just received it  alittle under 2 months ago. Woke up today to a cpu fan failed message.

RoHe · Answer

Contact Dell Tech Support. Have Service Tag handy. (Don't post Service Tag here.)

GGG06 · Answer

Well, same thing is happening to me. I have a work-order but the fan is on back-order without any ETA.

Less than 2 months and I can't even use my PC that I'm financing through them. I had ENERMAX AIO liquid-cooled 120mm fan on my previous machine that lasted 10+ years before I upgraded to this machine.

I'm considering just buying my own AIO fan from another brand and installing it, as I can't be without a PC without a ETA for who knows how long. I regret this purchase tremendously.

RoHe · Answer

Has anybody checked the CPU fan connection (#18) on the motherboard?

Reboot and start tapping F2 when you see the Dell splash screen to open BIOS setup
Copy down all current BIOS settings, to be safe
Power off, unplug power cord from rear of PC
Press/hold power button for ~15 sec
Open case and remove motherboard battery (check Service Manual for details)
Press/hold power button for ~30 sec
Gently unplug CPU fan connector from motherboard and carefully reconnect it
Make sure CPU fan blades turn freely and nothing (eg, a loose cable) is interfering
Check case and GPU fans too, to be complete
Reinstall battery
Close up and connect mouse, monitor and keyboard
Reboot and test...

Ismosck · Answer

I called Dell technical support twice. They offered mail in service,which I was hesitant to do because I could not turn on my PC to remove any files before shipping it. Instead, I ordered a replacement liquid cooling unit on Amazon. The exact one in my Dell XPS 8960. I installed it this morning and everything is back to normal. Now I just need Dell to reimburse me for the cost of the cooling unit I bought on Amazon. This xps is only 2 months old and was $4800.   Never should have happened.

Force5Dev · Answer

@Ismosck​ do you have any additional information on this? Mine just now powered off and been getting the fan detect error. ordered the oem 8960 off Amazon.  Looks the exact same. I just haven’t built a computer in 30 years. So anything you could add would be helpful. I ordered the paste with it as well. thanks!

Force5Dev · Answer

Wanted to add in for others that find this convo.

My scenario: Fan started running full blast, before I could save and close everything my computer (XPS 8960 purchased mid June 2024) shut off. Unplugged and restarted and it went to the dell error screen stating "CPU Fan not detected" or something similar. Ordered a new OEM water cool system and swapped out. Solved the issue.

NeoYeshua · Answer

Hello,

I purchased four Dell XPS 8960s ~2 months ago.

2 haven't been booted up and configured yet.

The 2 8960s I did boot up and configure have had cpu fan failures.

@RoHe
I followed your instructions to see if we can't get a better idea of what's going on.
From your experience, do you believe this is a mobo/cpufan connection issue? Bad circuit on the board? Or do you think there is a factory defect in all the cpu fans themselves?

If the fans are bad, I don't think we ought to wait 2 months for a backordered part that's going to break again.

Perhaps we ought to request compensation from Dell to purchase non-defective product elsewhere?

XPS Desktops

XPS 8960, CPU fan failed, shuts down automatically on boot

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