Unsolved
This post is more than 5 years old
30 Posts
1
25151
Dell Latitude 5490 -- Ceases functioning when attempting to "Turn off the display"
New model -- New problems
Wondering if anyone is seeing an issue like we are having with approximately 10 new Dell Latitude 5490 laptops.
Each machine's display goes black and the machine "freezes" when attempting to "Turn off the display" in accordance with Power Option settings. Once the machine "freezes", there is no response when pressing a key or tapping the touchpad other than the keyboard backlight illuminates.
The only thing that will bring the machine out of its coma is by performing a hard shut down by depressing the Power Button for several seconds and then depressing it again to restart.
Also noted that when the display blackout occurs, we lose network connectivity on the onboard NIC. It's almost like we are encountering a brownout.
The only workaround that we have found is to set the Power Option to "Never" turn off the display. Only a workaround and definitely not a fix.
Known facts attained during troubleshooting...Yes, this happens with a fresh machine out of the box set up with Dell's supplied image. Yes, this happens with our image as well which includes the Verdiem Surveyor Agent for "enhanced" Power Management. Yes, this happens out of the box with BIOS version 1.0.8 or when updated to the latest of 1.1.9. Yes, this happens with the out of the box drivers OR with all drivers updated via Dell Command Update Utility. Yes, this happens after bringing down and installing the full driver package using the Dell Command Update Utility.
At a loss for now, but hope to have a resolution soon. Let me know if any of you have seen this issue with your Latitude 5490.
Thanks in advance!
bigdawg30105
30 Posts
0
August 30th, 2018 09:00
Sorry, not familiar with any OS outside of Windows.
Perhaps there are others who can advise on this.
Good luck!
Justin-Arivale
2 Posts
0
August 30th, 2018 17:00
So far so good for us. Just in time too, we were ready to RMA a couple since we had a few that worked fine, specifically new ones we had received and 4 out of 5 old ones had both the black screen and blue screen issues. We have some other models 7390 that also appear better now.
james.tatham
1 Message
1
September 20th, 2018 13:00
We at Verdiem, maker's of the Surveyor product, would be happy to assist ANY Surveyor customer in using Surveyor to resolve this problem. You can work-around this problem, until you have updated drivers that fix the problem, with a few settings changes within Surveyor. Please contact us at:
user146
1 Message
0
September 20th, 2018 16:00
Can any1 from dell confirm that this problem is solved, otherwise I might change my mind in buying this particular machine.
Jerry-Shaw
7 Posts
1
September 20th, 2018 17:00
I turned off the connected standby via regedit, so far so good. It seems a S0 related issue on supported hardwares. Keep in S1 or S3 makes it good to go.
bigdawg30105
30 Posts
0
September 21st, 2018 05:00
Thanks James, but Dell has implemented a new Intel Graphics driver that resolves the issue.
We are having success with that driver, and no additional issues reported on those that have been updated.
bigdawg30105
30 Posts
1
September 21st, 2018 06:00
I'm not a Dell rep, but an IS Hardware Manager. Our Team is using the latest Intel Graphics driver for the Latitude 5490 that remediates the issue with no further problems to report. The driver also addresses some issues on other Latitude xx90 series machines.
Zain Din
3 Posts
0
September 25th, 2018 04:00
We managed to fix the issue, a Dell engineer had to replace the motherboard of the machine.
After that it worked perfectly fine. Its been like 2 weeks since the fix
Mikhail Gorbachev
2 Posts
0
October 10th, 2018 12:00
Same issue with about 12 units so far, same model. My org purchased about 80 of these. Nothing seems to fix except replacing motherboards which is what we've been asking Dell to do.
bigdawg30105
30 Posts
0
October 10th, 2018 12:00
So you are saying that the driver listed here does not work for you?
https://www.dell.com/support/home/us/en/04/drivers/driversdetails?driverId=GG5FR&osCode=WT64A&productCode=latitude-14-5490-laptop
We have had success with just the driver update.
Remember, it is best to have all drivers updated on these machines once tested. Generally, a two week test of updated drivers for a specific model is a "best practice" prior to pushing the updates to all of that model.
Jerry-Shaw
7 Posts
0
October 10th, 2018 16:00
AndrewC76
2 Posts
0
October 17th, 2018 11:00
I have the same issue on an Insprion 7373 2-in-1. The listed Dell driver would not install - it threw a prerequisite missing error - but I instead downloaded and installed the latest version of that driver from Intel's site. So far, so good! .
https://downloadcenter.intel.com/download/28240/Intel-Graphics-Driver-for-Windows-10?product=80939
AndrewC76
2 Posts
0
October 19th, 2018 05:00
Scratch that. For short idle times, I don't seem to be having any issues. If I leave it for twelve hours or more, it likes to still hang on the black screen. I'll be trying the reg hack to see if that helps and then report back.
Duraisingam
1 Message
0
October 23rd, 2018 05:00
Jerry-Shaw
7 Posts
0
October 23rd, 2018 19:00