Major Latitude 7390 problems

5 x 7390's received 3 weeks ago, and we just got 5 more delivered last week...

3 have had issues

1 x bad SSD

1x bad screen, lights came on, no screen

1x the fried resistor

3 for 5...not a good ratio Dell...

Bad screen and resistor were both using Thunderbolt docks.

This is a clear problem and appears it can be reproduced easily so Dell needs to make this a priority to resolve before a major incident occurs.

Have a Latitude 7390 2-in-1 with i7 and ThunderBolt dock. Screen becomes black frequently when used as tablet.

Our third (out of 50) Latitude 5590 burned today; the exact same chip as with the 7390. Just ordered a motherboard replacement. All models are connected to a WD15 USB-C dock.

Hello,

We have around 40 7390 since this summer, and 80% of them have the issue with black screen, or won't start, and some SSD issues....

This model/serie is very bad. I can't understand Dell is not offering a recall and replacement of all these **bleep** laptops like the Nissan or others are doing with their cars....

Does anyone has a permanent fix for that?

What is the current status on these as of late 2018?

Are people still experiencing the meltdown and/or coil noise issues in recent revisions or refurbs?

I'm considering buying a refurb as it should have the latest fixes. But the question is, have these problems been fixed?

Hey there, I thought I'd share this nugget in case you are still seeing this.  I was getting incredibly high temps on my 7390 only when docked...literally 2x, over 80C on CPU.  My dock is a Dell WD15.  I eliminated the temp surge when I unplugged my monitor USB hub (Dell U2412M).   Now I'm sitting comfortably in the same range as unplugged, aprox 48C.

This was after updating BIOS, firmware on the dock, firmware for Thunderbolt.  For drivers, I updated chipset, thermal control, Thunderbolt, audio, and USB (not in this order).  

I found this because I noticed that if I plugged in everything straight into the laptop, it would start heating up without the dock.  Selectively unplugging devices I found the weird interaction between the USB hub in the monitor and the 7390.  I plugged everything but that back into the dock, and now I'm running cool.  Have a look and see if this works for you.

Need to update this:  I narrowed my own problems even further...It's an external webcam that provokes the issues, a Logitech HD C615.  This laptop doesn't like, it regardless of whether it is plugged directly into the laptop, into the dock, or into the monitor USB hub.  Once I get rid of that device, temps go back to normal.  It's almost instantaneous.  

I've connected the monitor hub back up to the dock (through a KVM even) and things went back to normal, another USB device (headset) connected through the monitor hub>KVM>dock doesn't have the same effect and works fine.

Weird, but my problems seem to be solved.  Running cool and quiet...only occasional low-speed fan with temps between 48-54C. 

Update:

Between Feb 2018 and May 2018 we ordered 60 Latitude 5590 laptops. As of now from those we have 11 devices with the exact same fried chip. That's almost 20%...

All more recent orders seem to be fine; not one problem from a more recent 5590. Probably Dell updated the motherboard revision mid 2018.

Surprise, now my battery has swelled to where the touchpad, keyboard and bottom of the case are visably bulging. Tech support want's nothing to do with it "not covered under warranty".... they said to refer to sales... Sales says sorry that's tech support. THIS MODEL HAS BEEN AN ABSOLUTE NIGHTMARE FROM DAY 1.

@VinceBusMaximus

Hey everyone, we're having the same issues as well with the 7390's  

What are the tests you are running to replicate a crash straight out of the box?

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@VinceBusMaximus wrote:

So, latest update on what Dell says it's going: It's an Intel issue, and they have a team on each side working together towards a resolution. Great. How long will THAT take? I find it very difficult to believe this is not a pure hardware issue versus a driver issue. We have too many machines that still haven't failed yet, all running the exact same software and Dell driver versions (nothing fancy - Chrome, O365, WebRoot, metro apps removed; no iTunes or superfluous third-party; on-prem WSUS). And we can replicate crashes in a basic, fresh-out-of-the box environment too.

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So, I just got one this week (brand new from Dell), and it is exhibiting the same exact symptoms. It is getting SO hot that I cannot touch it. The back can set a match on fire (easily) or if I have a pad of paper, it will light it. 

What is everyone doing? Just returning them and getting a Lenovo?

Last week after about 10 months of using my latitude 7390 I started to experience freezes and BSOD. It occured after I left my laptop unused for about a week, after this time it started to crash. I reinstalled Intel HD drivers and upgraded BIOS firmware to newest version (from 02.05.2019). Unfortunately this didn't helped. Also I tried to run with Basic Microsoft drivers for GPU, no luck.

I have dual boot configuration with Mint 19.1 Cinnamon and Windows 10.I'm experiencing same issues with both OSs during boot process or high load.

I saw his topic about 7480/7490 series https://www.dell.com/community/Latitude/Dell-Latitude-7480-Laptop-that-freezes-up/td-p/6081500 and noticed simialr case of 7480 BSoD/freezes. Seems like BIOS update and Intel HD drivers solved this problem. @Dell-Alan D can you provide any info about 7390? I see a lot of people complaining about this model.

I can reproduce freezes when I unplug charger during Windows 10 boot. It freezes instantaneously. When I'm plugged in it boots normally and freezes when fan goes on and there is a high load. Anyone experiencing same issues and can test if this also causes freeze on this model?

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@kadw wrote:

Last week after about 10 months of using my latitude 7390 I started to experience freezes and BSOD. It occured after I left my laptop unused for about a week, after this time it started to crash. I reinstalled Intel HD drivers and upgraded BIOS firmware to newest version (from 02.05.2019). Unfortunately this didn't helped. Also I tried to run with Basic Microsoft drivers for GPU, no luck.

I have dual boot configuration with Mint 19.1 Cinnamon and Windows 10.I'm experiencing same issues with both OSs during boot process or high load.

I saw his topic about 7480/7490 series https://www.dell.com/community/Latitude/Dell-Latitude-7480-Laptop-that-freezes-up/td-p/6081500 and noticed simialr case of 7480 BSoD/freezes. Seems like BIOS update and Intel HD drivers solved this problem. @Dell-Alan D can you provide any info about 7390? I see a lot of people complaining about this model.

I can reproduce freezes when I unplug charger during Windows 10 boot. It freezes instantaneously. When I'm plugged in it boots normally and freezes when fan goes on and there is a high load. Anyone experiencing same issues and can test if this also causes freeze on this model?

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@kadw going on the information you have provided about the system freezing on both Windows and Linux and also when you connect the ac, I believe this different from the issues in the thread mentioned. This is pretty much a hardware related issue.

a) Can you run the ePSA diagnostics and note down any error codes returned and if the system freezes during the test. (To run the ePSA, hold down the Fn key and power on the system)
b) Is there any looseness to the ac adaptor port or any damage to the plastics surrounding that port?
c) If you wiggle the ac adaptor a little when plugged in, can you force a freeze / crash?
d) If the system is up and running and you disconnect and reconnect the ac adaptor, does the laptop still freeze?e) Does this issue happen with all ac adaptor's you connect to the system?
f) Does the ac adaptor from this system test ok on another system?

I'll drop you a private message to get your service tag details from you.

Alan

a) ePSA and PSA diagnostics passed all tests

b) there is no damage to plastics surrounding this port or looseness

c) can't force crash/freeze while wiggling adaptor

d) while running sometimes when I unplug ac adaptor it freezes, can't reproduce it. There is no rule for this, once it happened during high load, another time when I was watching youtube video and unplugged.

e) during boot, yes. As I mentioned in d) it's not easy to reproduce bug with unplugging when system is running. I can only reproduce freezes and crashes during boot and high load (eg. funmark gpu stress test, also when I run simulation software, like ads momentum)

f) yes, on another dell laptop it works ok

btw I'm using 90W ac adaptor