imatthews
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Re: Dell Latitude 5490 -- Ceases functioning when attempting

VERY EARLY UPDATE: This has resolved the issue on my most frustrated users PC.  She frequently presses WIN+L to lock the PC and then leaves for 30 mins and so far, her 5490 has stayed operational now that the screens are set to not go to sleep.

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Highlighted
imatthews
1 Nickel

Re: Dell Latitude 5490 -- Ceases functioning when attempting

I did not receive a single user complaint today so setting the screens to NOT power off appears to be a solid work around.

Does anyone have an update on when Dell/Intel expects the new display driver to be released?

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imatthews
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Re: Dell Latitude 5490 -- Ceases functioning when attempting

Well, that is frustrating.  1 of 10 5490's crashed on Friday and at least 1 of 10 crashed over the weekend even with the DISPLAY TURN OFF set to NEVER.

Dell... Does anyone have an update from Dell?

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bigdawg30105
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Re: Dell Latitude 5490 -- Ceases functioning when attempting

Please elaborate on "crashed".  Did the machines exhibit the BSOD, did they go back to the original problem, etc?

As an FYI...if you are running any third-party Power Management software, such as Verdiem Surveyor Agent or another, you may have to disable or uninstall that software.  Our Surveyor Agent had to be uninstalled on the Latitude 5490's, otherwise the same problem would occur as the agent attempted to turn off the display.

 

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imatthews
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Re: Dell Latitude 5490 -- Ceases functioning when attempting

Yes, they BSOD'

We have no third party (not even Dell's) power mgt software.  I built a nice clean Win10 1803 image (Office 2016, Paint.NET, ... et al) without any Dell add on's.  After the problems started to appear, I tried the Dell video driver but that did not help.

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Zain Din
1 Copper

Re: Dell Latitude 5490 -- Ceases functioning when attempting

Hi,

I have had never turn of my display set on my laptop since this issue first came to my attention but still does not work for me. do you suggest anything else?

 

appreciated 

 

Zain 

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bigdawg30105
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Re: Dell Latitude 5490 -- Ceases functioning when attempting

Ok, received a link to the updated Intel Graphics card driver that patches the issue.

The updated driver may be found here:  https://www.dell.com/support/home/us/en/04/drivers/driversdetails?driverId=GG5FR

As of yesterday, this new driver would not install via the Dell Command Update utility and had to be downloaded directly from the provided link.

The only idiosyncrasy noted after the update is that you get an occasional "Disconnect" and/or "Reconnect" tone from Windows 10 several seconds after the display(s) turn "Off" or "On". 

 

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imatthews
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Re: Dell Latitude 5490 -- Ceases functioning when attempting

Thanks for the heads up. I have just installed:

- all of the new Dell drivers including the BIOS and Video Driver https://www.dell.com/support/home/us/en/04/product-support/product/latitude-14-5490-laptop/drivers

- all of the Aug 2018 Win10 1803 patches

Let see what happens now.

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Justin-Arivale
1 Copper

Re: Dell Latitude 5490 -- Ceases functioning when attempting

Hi, Any update from anyone, did the drivers fix the issue?  We were just getting ready to RMA a few because of this but I saw the driver with fixes and will hold and test them.

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bigdawg30105
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Re: Dell Latitude 5490 -- Ceases functioning when attempting

Justin-Arivale, I have installed the updated driver on approximately 6 machines now with no reported issues post-install.

I am preparing to push it out to approximately 150 more machines.

At last glance, the newest driver is still not installing via the Dell Command Update utility so it is still a manual download and install.

Good luck with yours!