MargaretD22
1 Copper

Optiplex 9010 AIO Screen goes black and freezes on logout.

We've been having this issue with our new 9010s and I was hoping to find some answers. The problem is random (doesn't happen every time), but most often happens on logout and also (less often) when USB stick is plugged in. Here is what's been done so far:

  1. Image is (in house) Win7 64. Bios updated to A10 - no change
  2. removed the rapid storage drivers and replaced with Microsoft ones - no change
  3. there are no significant errors in event viewer at the time of crash
  4. updated USB3 driver chipset - no change
  5. Run system diagnostics - no errors
Any ideas anyone? 
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34 Replies
jhildenbrand
1 Copper

Re: Optiplex 9010 AIO Screen goes black and freezes on logout.

We are seeing the same issue here. Systems are also running Win 7 64 bit fully patched. Problem is very random so is hard to track down. I'm going to try the latest Intel HD video driver on Dell's site.

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MargaretD22
1 Copper

Re: Optiplex 9010 AIO Screen goes black and freezes on logout.

We've gone to the latest  HD Driver from Intel (Win64_152812.exe) and it did not make any difference.  If you have any other ideas, I'm very eager to hear. Sort of at the end of ideas here...

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timocCCA
1 Copper

Re: Optiplex 9010 AIO Screen goes black and freezes on logout.

we are having a similar issue with our 9010 USFF's.  After lockout they randomly lockout (nothing but Win7 blue screen).  You can still ping them but that's it.  Seems like they are hanging in a sleep mode (even thought sleep mode is disabled in control panel).  Anyone tried the latest A12 BIOS update from 3 weeks ago?

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MargaretD22
1 Copper

Re: Optiplex 9010 AIO Screen goes black and freezes on logout.

Have not tried the new bios yet. I thought the A10 was the latest. We've opened a case with Dell but so far no answers. They did suggest going to their site and downloading/installing all the *recommended* drivers. I've done most of them yesterday, one at a time, and again, no change. One more to go.

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MargaretD22
1 Copper

Re: Optiplex 9010 AIO Screen goes black and freezes on logout.

Installed all recommended drivers with no resolution. Also, made sure keyboard is plugged into the USB3 port (wasn't originally), also no change.  Testing to see if AntiVirus (McAfee) is interfering.

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jhildenbrand
1 Copper

Re: Optiplex 9010 AIO Screen goes black and freezes on logout.

Did removing McAfee help?

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Stanleyj42
1 Nickel

RE: Optiplex 9010 AIO Screen goes black and freezes on logout.

Hey Margaret,

Did you happen to ever determine what might be causing the issue?  We have the exact same scenario happening in our environment and cant seem to figure it out.  After working with video drivers and power settings we decided it must be hardware so we have started swapping mother boards.  But...  Today one of the ones we swapped out starting doing going back to the black screen after she logs off. 

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Stanleyj42
1 Nickel

RE: Optiplex 9010 AIO Screen goes black and freezes on logout.

I'm not sure if anyone is still following this post or not but we are now able to replicate the issue consistently on almost every 9010 that we have tested with that has an I3 processor. We are not seeing the same issue on the 4 9010 I5 systems.

The issue is most definitely linked to something happening after a user logs off and this has nothing to do with drivers, bios, or even the version of windows that is on the system.

So far I have seen 3 different scenarios. 

  1. System completely crashes and reboots
  2. Screen goes black but is still back lit
  3. Screen goes completely black as if the system is off

If you log on the system and back off multiple times you will create the above situation almost every time.  I have seen it take any where from 2 - 12 concurrent log off attempts before the system crashes.

As mentioned before you can ping the system and even browse the local hard drive but the machine locally still remains unresponsive.  I attempted to stop windows services remotely to see if one could "jump start" the system but I found that most of them are locked up and will not allow you stop or start them. 

We tested our theory with 5 machines all running different OS versions, patch levels and bios versions (windows 7 (32), windows 7 (64), Windows 7 (thin pc)) to only find they all would lock up after several log on/off attempts.  We had a dell tech replace the motherboard in two of the test machines loaded them right back to the same level and got the same results.

For our final test we took a brand new 9010 out of the box, left it completely "dell" default and after 3 logoffs the system went black.  

As I stated earlier we can only seem to make this happen on systems containing core I3 boards.  We have 4 I5 systems that we have tried to make crash and so far they are working properly.  To me this seems to confirm there is something very faulty with the I3 boards in these 9010s.

We contacted our dell rep because we have 1000 of these i3 9010s and he is looking into what could be going on.  Just a little side note we found out yesterday that i3 boards for these 9010s are mysteriously back ordered and that you can no longer order an all in one pc with an i3 processor. 

  

 

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shattuck
1 Copper

RE: Optiplex 9010 AIO Screen goes black and freezes on logout.

we seem to be encountering the same issue with 9010 AIO. From my research, the systems with the i3-2120 CPU appear to be the ones consistently experiencing this issue. We have 9010's with i3-3220 CPU @ 3.30GHz that do not hang at logoff (or that I cannot reproduce the issue on). Can you confirm the model of your processors?

 

 

 

 

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