Latitude E6320

Question

My Latitude E6320 is shutting down unexpectedly while it is plugged in. The Power Plan is set to never shut off when it is plugged in. When powering back on after an unexpected shutdown, Win7 Pro 64bit reports that the "system was not closed down properly" and it gives me the opportunity to do a safe boot to investigate. My first thought was that this might be a case of a 3:00am reboot due to a windows update, but it has also happened in the middle of the day. The event log states that " the system shut down unexpectedly" without giving any indication why it shut down. So far I've had a chat with ProSupport, who think the issue could be some sort of power interruption, either due to a faulty power adapter or a faulty power supply on the motherboard. I'm running a test on battery power to see if I can get it to shut down unexpectedly. I have the Power Plan for battery set to "never" shut down. This way it should keep running until the battery gets so low that it goes into hibernation. I'm going to attempt to catch it prior to hibernation, to plug it back in and recharge the battery, and then unplug again so that the system will run for an extended period uninterruptedly, with the hope that the longer the system runs, the greater the chance that an intermittant power fault will surface. If it also shuts down unexpectely while on battery power, that would rule out a faulty power adapter, and perhaps suggest the power supply on the mb is at fault. Anyone have other thoughts about this? I'm wondering if any other Latitude owners have experienced this issue.

DELL-Royan S · Answer

Hi Tom4048,

Welcome to the Community. I have seen this issue in the past. Ttry connecting another AC adapter, borrow one from a friend, and check if it does the same thing. If it does you will need to have your motherboard replaced. If it does not, replace your adapter.

Thank you

Royan

tom4048 · Answer

Hi Royan,

Thanks for your response. I was able to duplicate the problem with the E6320 running on battery power, so it appears that the power adapter isn't at fault. Yesterday an onsite technician replaced the motherboard, which appears to have solved the problem.

Regards,

Tom

steve0222 · Answer

I am seeing the same thing with 2 new units.  They seem to randomly shut down and have the same message in the log.  These units have power settings to never shut down and are docked units.

tom4048 · Answer

Hi Steve, Once they put in a new motherboard, the random reboots ceased.  It could be you have some defective units. Good Luck! Tom

Rich.Wright · Answer

We have seen 3 of the E6320's do the exact same to us recently out of the 106 deployed.  Replacing motherboard fixed our issue as well even though the dell diagnostics came up clean.

john_harte · Answer

Bringing this post back as we've just recieved our first shipment of E6320's. Right now of the first 10, we've got one doing a random power off.

Hardware diag comes back clean but it really only seems to happen when the machines is working hard and you can almost hear a click after the machine freezes. It's got to be something on the motherboard.

Now I wonder how many hours of support it will take to have them send out a new motherboard.

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Latitude E6320

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