Jez83UK
1 Nickel

7285 completely freezes. No BSOD or errors recorded.

I bought a 2nd hand, but pristine condition 7285, have completely updated all drivers from the dell website, and completely updated Windows 10 professional.

However it won't stop freezing up. Anywhere from 5 to 30 minutes after starting Windows, and no matter what I am doing on it, it just freezes completely  The keyboard backlight still comes on when touched, but the tablet is completely frozen until holding the power button to restart.

It seems to be reliable if I delete the graphics driver, but Windows soon downloads another and the problem starts again. Getting a bit desperate here. 

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28 Replies
JOcean
5 Tungsten

Re: 7285 completely freezes. No BSOD or errors recorded.

Run system diagnostics to confirm that the hardware is not having problems. Restart the system and at the Dell splash screen start tapping F12. Select diagnostics and watch for any errors such as GPU, hard drive, and motherboard.




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Jez83UK
1 Nickel

Re: 7285 completely freezes. No BSOD or errors recorded.

Thanks for the advice, but after letting it chug through the whole thorough test, it passed with no hardware errors.

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jakirkla
1 Nickel

Re: 7285 completely freezes. No BSOD or errors recorded.

Same with my 7285 purchased from Dell Outlet last week. Thought maybe is was an issue with Windows 10 1809 update so I rolled it back to the 1803 Update and it is still happening. I can't tie it down to a single application or activity. Hardware Tests run through Support Assist app find no issues.

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Jez83UK
1 Nickel

Re: 7285 completely freezes. No BSOD or errors recorded.

Please keep me updated with what happens. I haven't solved my problem.

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Highlighted
Moderator
Moderator

Re: 7285 completely freezes. No BSOD or errors recorded.


@Jez83UK wrote:

Please keep me updated with what happens. I haven't solved my problem.


Hi @Jez83UK can you help me out with some more information about the specifics of the freezing so I can advise further :-

a) Does the system ever freeze outside of Windows i.e during the startup process or is it always in Windows?
b) Does it freeze every time it's used, or is it every few days?
c) When the system freezes, is it a full system lockup or do the touchpad and keyboard still respond?
d) Does the system fix itself from the freeze or do you have to restart the system to get it working again?
e) The system passes the extended ePSA hardware tests suggesting there is no hardware issue. That suggests it could be Windows itself that is at fault. Can you run the online diagnostics also and let me know if they pass or fail or freeze during the tests - https://www.dell.com/support/home/ie/en/iedhs1/product-support/product/latitude-12-7285-2-in-1-lapto... Please run the full test if possible.

Alan

DELL-AlanD
Social Media Support
#IWork4Dell
I'm based in the UK and I'm usually available Monday to Friday 9am-4pm GMT
Get Support on Twitter @DellCaresPro

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jakirkla
1 Nickel

Re: 7285 completely freezes. No BSOD or errors recorded.

Hello, I have included my answers to your questions below.

a) Always in Windows

b) Every time it's used

c) It's a full system lockup

d) I have to restart the system to get it working again

e) Yes, the system passes the extended ePSA as well as the Support Assist in app and online tests.

I have updated every single driver and firmware I can find and have reinstalled Windows twice, to no avail. 

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Jez83UK
1 Nickel

Re: 7285 completely freezes. No BSOD or errors recorded.

Exactly the same with mine. Sometimes it even freezes during windows hello, but not before that. It does appear to be a graphics card driver issue, but windows won't allow it to run without automatically updating, and I've tried every version on the dell website. 

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oflo23
1 Nickel

Re: 7285 completely freezes. No BSOD or errors recorded.

Same issue here. Ran all the diagnostics - they come back clean. It seems to be freezing more frequently. I’ll have one or two programs open. The machine will lock up and a hard shutdown is the only solution.

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jakirkla
1 Nickel

Re: 7285 completely freezes. No BSOD or errors recorded.

Maybe we should compare configurations to see if there are any additional hints as to what the issue is?

I have the core i5 with 8GB Ram, 128GB SSD + WWAN, WiGig, and using the optional K17M keyboard.

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