Optiplex 9010 AIO Screen goes black and freezes on logout.

After we started getting the calls about the machines using our custom image I took one straight out of the box in an effort to rule out the image and got it to crash after 5 log offs.

I booted the machine up, created a local account and then proceeded to log on and off. 

We can take any I3 9010 we have and get it to black screen.  It doesn't matter if its our image, OEM, or just a fresh copy of win7 pro.   

Were receiving calls daily from our users.  The only answer we have for them at the moment is they either need to lock, reboot or shutdown the machine everyday when they are done using it.  This seems to have slowed some of the calls. 

"straight out of the box" ... are you using Dell's CFI or imaging service? Although since you mention you've replicated the lockups with a fresh copy of Win7 I guess it doesn't matter. How many logon/logoffs did it take for you reproduce the issue after the fresh Win7 install? I've been able to reproduce it routinely on a machine getting the application event 1530 errors, but on the fresh install of Win7 machine, I've tried logon/logoff probably close to 100 times and can't reproduce the issue yet.

I've now looped in MS and they're having me do further troubleshooting in an effort to determine if it's something in our setup causing the issue on this particular system hardware. Will update with more info. 

We see it on both crashing and non-crashing AIO's but it is always the last event written to the log before the crash takes place. I've turned on verbose logon/logoff messages to try and track what's happening but it hasn't revealed anything.

You say you get this same result on an OEM imaged 9010? I've imaged a previously crashing machine and haven't been able to get it to crash since doing so....

By "straight out to the box" im meaning took the wrapper off and powered that baby on with what ever copy of windows/drivers dell put on the machine.  We have two methods we use to image machines.  A PE USB drive with a copy of Symantec Ghost and we just started using Microsofts SCCM to deploy images.  Both methods are using the same image.

On the fresh copy of windows it did take significantly longer 20 or so tries but it eventually happen.  I'll be interested to see what Microsoft comes up with.  Im currently loading up windows 8.1 on a 9010 just to see how it responds.  Will let you know who it turns out.  

Adam,

Your post about how windows is being loaded sent me back to the drawing board and I found something interesting.  First though, I do have to apologize I thought we tested a windows install from disk, but apparently we did not so I was wrong about the black screen happening.

So.. I decided to test all angles. 

Win 8.1
- loaded from disk with all default drivers
- Logged on and off 50 times
- Did not Crash

Win 7 X64
- Loaded from disk no drivers installed (left default)
- Logged on and off 50 times
- Did not Crash

Win 7 X64 
-Loaded from disk (drivers installed from dell support site)
-Logged on and off 50 times
-Did not Crash

Win 7 X64
-Imaged using Symantec Ghost
-Logged on and off 11 times
-Crashed

I'm going to look at a few other things today but I wanted to go ahead and get this posted.  Because I think you might be on to something.

Then at this point I say we compare contents of the image and find out what additional components may be causing the issue with the hardware in the 9010 AiO. We have pretty much this same build on other workstations and haven't seen this issue repeat itself. 

Here's a dump of Add/Remove Programs on an affected machine here. How does your's compare?

(quick way to get this list: run: "WMIC product get name, version > ARPlist.txt"

Compatibility Pack for the 2007 Office system 12.0.6612.1000 

Microsoft Office Excel Viewer 12.0.6219.1000 
Microsoft Office PowerPoint Viewer 2007 (English) 12.0.4518.1014 
Configuration Manager Client 5.00.7804.1000 
MDOP MBAM 1.0.1237.1 
ESD ActiveX Control for Internet Explorer 4.5 
Java(TM) 6 Update 22 6.0.220 
QvPluginSetup 11.0.11440.0 
Adobe Reader X (10.1.5) 10.1.5 
Microsoft Endpoint Protection Management Components 4.1.0522.0 
Microsoft WSE 3.0 Runtime 3.0.5305.0 
Microsoft Lync 2010 4.0.7577.4398 
Microsoft Policy Platform 1.2.3602.0 
Microsoft Office Word Viewer 2003 11.0.8173.0 
Microsoft Visual C++ 2005 Redistributable 8.0.61001 
Adobe Flash Player 11 ActiveX 11.8.800.94 
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.4148 9.0.30729.4148 
Microsoft Silverlight 5.1.20913.0 
Windows Firewall Configuration Provider 1.2.3412.0 
Citrix XenApp Web Plugin 11.0.0.5357 
Java Auto Updater 2.0.2.4 
Microsoft Security Client 4.1.0522.0 
Microsoft Forefront Endpoint Protection 2010 Server Management 4.1.0522.0

DELLOSD 1.0.0.11 is also installed but for some reason didn't come out in the export using WMIC.

Funny you mentioned DELLOSD.  I thought that looked very odd as well.  Im reimaging one the machine again.  I will get you the software dump but from the looks of it we only have a couple of similar items. 

Im in the process of imageing this machine using SCCM.  I expect to get similar results considering its the same image just a different deployment method.  If I do get it to black screen I will try it without the dellosd software and let you know.

Were getting very close to solving this I believe!!

I forget to mention. I do not believe I installed the DELLOSD driver with all of my disk test.  So if were on the right track that could be why those worked so well. 

Well I checked and it appears Dell released version 1.0.0.11 of OSD on 7/9. On 7/22 version 1.0.0.16 was released. hmmm...

I'm not sure if 1.0.0.16 fixes whatever was causing this issue, but removing 1.0.0.11 altogether sure seems to.

I am going to re-install version 1.0.0.11 and see if it breaks things again.

If it does, I am going to install 1.0.0.16 and see if it fixes the issue.

If it doesn't, we will remove this altogether from all 9010's.

Reinstalled v 1.0.0.11. Crashed after 4 logoffs.

Uninstalled v1.0.0.11. Rebooted. Installed v 1.0.0.16 (note: running the 1.0.0.16 .exe over an existing 1.0.0.11 install will NOT update the application).

I've had 50+ successful logon/logoff's since updating to v 1.0.0.16.

This appears to have solved our issue with 9010's locking up at logoff: Remove DellOSD v 1.0.0.11. Install 1.0.0.16 (or don't use DellOSD on the Optiplex 9010 AIO period).

hallelujah

hope it fixes your issue also.

Yes sir!!  I got the exact same results!!  Excellent work buddy!! 

Thank god because we were just about to create a project to replace 900 of these 9010s and it appears we probably would have still had the same issue.

Have a good one!

We are experiencing the same issue. We have over 500 Optiplex 9020 AIO i7 and we have over 10 PC's that if a user walks away and it locks or locks on its own after time, it will freeze and user cannot use their keyboard or mouse. They have to reboot manually, that is the only fix.

I have tried all drivers including BIOS A14, chipset and all, nothing seems to fix. I am afraid it might be a motherboard issue. Still nothing from Dell on this?? Wow!

After updating the OSD drivers to fix the black screen issue and then updating the chipset drivers to fix USB devices from not loading we seem to have everything working properly.

Is the screen going black like what I was experiencing or is it just frozen at the lock screen?

Hi, we are beginning to experience the same problem (eghalliday) with 9020 AIO's which are i5's running Win7 x86 SP1. The keyboard and mouse freezes. You can attach another mouse and you can see the driver install, however the mouse doesn't work. The only thing that fixes it temporarily is to reboot the machine.

We are using the latest driver cab from dell for 9020 AIO's and we also install the Dell OSD 1.1.4.