Dr.Rob
1 Copper

Dell Latitude 7480 Laptop that freezes up

We have a Dell Latitude 7480 Laptop that freezes up.  The computer can just be running but sitting unused or in the midst of heavy processing.  The screen is locked up to the last image, but the keyboard, mouse-pad, and external mouse (if being used) have no impact on the Laptop.     Letting it sit while locked up has no impact on it.  We can power it down with the power button and that unlocks it for a while.  Dell onsite support could not fix it, and two returns to the Dell repair center did not help despite replacing drives and new OS (Windows 10).  We just had Dell send out a tech who replaced the motherboard, memory, and Drive.  It froze up on us twice within hours.  We and Dell seem to be stumped.

We just performed the full ePSA test several times with no findings.           BIOS = 1.9.3          EPSA: Build 4304.17    UEFI ROM.  Has anyone had any similar issues.    

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88 Replies
vovailchenko
1 Copper

Re: Dell Latitude 7480 Laptop that freezes up

Hello. i seem to have very similar issue. 

the only thing i was able to identify is that safe boot never hangs.

this means if i boot in safe mode - it's always stable.

i was also able to perform a clean boot - e.g. turn off all auto-startups and non-Microsoft services - it seems also to resolve it. but the moment i try to install something - it freezes or throws a BSOD on me.

I've tried exchanging memory and SSD - no luck.

i've restored system several times with no luck

i've reinstalled Win10 from usb flash - no luck.

i'm in the initial stage currently with Dell support.

Do you have any luck since you've written the original post?

 

 

Joppedi72
1 Copper

Re: Dell Latitude 7480 Laptop that freezes up

Try replacing the SSD with one from another manufacturer.
That solved our problem with random freezing.

Dr.Rob
1 Copper

Re: Dell Latitude 7480 Laptop that freezes up

We are on the third drive and two motherboards.  Dell has worked on this four times to no avail.

 

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Dr.Rob
1 Copper

Re: Dell Latitude 7480 Laptop that freezes up

We will try to see if ours acts differently in safe mode.

I think Dell is going to send us another laptop (remanufactured).  I hope this takes care of it. 

Hard telling what the exchange unit had, has wrong with it if anything.

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Mc_Phil
1 Copper

Re: Dell Latitude 7480 Laptop that freezes up

We've had some recurring issues with 7480 lockups.  I've had 5 that have had motherboards replaced in the last couple of weeks.  I spoke with someone at Dell who was on the diagnostics team and they had a number of systems in their lab that they were trying to diagnose with the same problem and they hadn't figured out what was causing it.  For the ones that I've had issues with the motherboard replacement has fixed the issue so far, although the rep from the diagnostic team admitted that changing the motherboard didn't seem to always fix the problem.

The ones I've seen here occasionally throw a BSOD but the dump never completes and just hangs at 0%.  Same as you it can happen either under active processing or sitting with no action.  I had one that locked up within 15 minutes after every reboot.  The tech I spoke with who replaced most of the motherboards said he's seen a lot of this lately.  

Interestingly, I ran one of these systems off of a Linux Live USB stick for hours with no issues so I suspect some specific Windows based interaction with drivers or the system chipset, but for whatever reason a newer revision of the motherboard on the ones that we had fixed the issue.  The worst of this started happening a couple of months ago so I'm wondering if there was a very low level OS change in Windows around that time that has been causing this.  Maybe this is related to Spectre/Meltdown mitigations?  Still a mystery to me.

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RandomFolder
1 Copper

Re: Dell Latitude 7480 Laptop that freezes up

I created an account just to add to this thread.

Check your power supply. I have frequent freezes when I work from home, but never while using the docking station here at work. I brought in the power supply I use at home today and for the first time the laptop froze at work as well.

Running on battery at the moment. Will switch to docking station later. Then back to this apparently faulty power supply toward the end of the day so that we can try and simulate this problem with more predictability.

I bet it's the power supply that on the blink.

Also, even though the power cable fits into the laptop I have some doubt that the power supply model I'm using was meant for this particular laptop. 

 

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Moderator
Moderator

Re: Dell Latitude 7480 Laptop that freezes up


@RandomFolder wrote:

I created an account just to add to this thread.

Check your power supply. I have frequent freezes when I work from home, but never while using the docking station here at work. I brought in the power supply I use at home today and for the first time the laptop froze at work as well.

Running on battery at the moment. Will switch to docking station later. Then back to this apparently faulty power supply toward the end of the day so that we can try and simulate this problem with more predictability.

I bet it's the power supply that on the blink.

Also, even though the power cable fits into the laptop I have some doubt that the power supply model I'm using was meant for this particular laptop. 

 


Hi @RandomFolder, thanks for adding to the thread. It's quite possible that a power supply could cause a lock up, however I think there may be more to it for the other posters.

If your ac adaptor is causing this issue and it's an official Dell ac adaptor I can get this replaced for you. I'll drop you a private message to get some details from you.

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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Moderator
Moderator

Re: Dell Latitude 7480 Laptop that freezes up


@Mc_Phil wrote:

We've had some recurring issues with 7480 lockups.  I've had 5 that have had motherboards replaced in the last couple of weeks.  I spoke with someone at Dell who was on the diagnostics team and they had a number of systems in their lab that they were trying to diagnose with the same problem and they hadn't figured out what was causing it.  For the ones that I've had issues with the motherboard replacement has fixed the issue so far, although the rep from the diagnostic team admitted that changing the motherboard didn't seem to always fix the problem.

The ones I've seen here occasionally throw a BSOD but the dump never completes and just hangs at 0%.  Same as you it can happen either under active processing or sitting with no action.  I had one that locked up within 15 minutes after every reboot.  The tech I spoke with who replaced most of the motherboards said he's seen a lot of this lately.  

Interestingly, I ran one of these systems off of a Linux Live USB stick for hours with no issues so I suspect some specific Windows based interaction with drivers or the system chipset, but for whatever reason a newer revision of the motherboard on the ones that we had fixed the issue.  The worst of this started happening a couple of months ago so I'm wondering if there was a very low level OS change in Windows around that time that has been causing this.  Maybe this is related to Spectre/Meltdown mitigations?  Still a mystery to me.


Hi @Mc_Phil, as the system is working fine on Linux that would suggest the hardware is working fine. As this issue occurred just a few months ago that coincides with the latest Microsoft Spring Creators update release. I suspect this may be what is causing the issue rather than Spectre/Meltdown. Bios releases have been released to address the Spectre / Meltdown issues which should be applied to the systems as a matter of urgency.

Have you tried rolling back the systems to pre Spring Creators update and seeing if they still lock up?
Additionally, are you running corporate images on your systems?

Can you try rolling back the graphics driver to revision A02 and test the system to see if it's more stable using that version over the latest one. It can be downloaded here

You will need to do a clean install of the graphics driver for this to work. This means uninstalling the graphics driver and any associated graphics card applications and then restarting the machine to install the A02 revision. You may need to carry out that step a few times to remove all previous revisions of the driver. If you use Dell Command Update on these systems you will need to set it so that it doesn't update the graphics driver when run.

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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RandomFolder
1 Copper

Re: Dell Latitude 7480 Laptop that freezes up

Turns out it wasn't the power supply either. We used a brand new one from a still boxed machine and my machine locked up just the same. It happens within minutes of booting up on the power supply (frequency increased noticeably over the last few days so it's like it's gathered momentum / typical of a hardware fault). All system updates have been applied by the way.

We have logged a call though, my colleague had the same issue and Dell replaced his board. And he's not even a developer! We just need to run the diagnostics still (though I wonder what that could show as you're about to read next).

It's strange though because it never happens when I'm on the docking station or just using battery power. I would use battery power exclusively at home but (un)fortunately I'm a developer so my machine does some intense things most of the time so I need either get another docking station or work from the office exclusively until I get this sorted out.