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Latitude 7430 Random Restarts/Shutdowns
We are experiencing an issue with nearly all Latitude 7430s that we have deployed recently. When purchased, they were Win10 though some of them we upgraded to Win11 through Windows 11 Installation Assistant. These laptops are joined to a domain.
The issue is that they are crashing seemingly at random, but regularly. At least once a day in the normal course of work. A slight pattern may indicate that it happens more often first thing in the morning when the laptops are plugged into Dell docking stations. That said, it also happens throughout the day without any obvious action by users.
When the laptops that have been upgraded to Win11 experience this issue, they restart automatically, and the Windows recovery screen appears. When choosing to restart on that screen, the laptops reboot into Windows without issue.
When the Win10 laptops experience the issue, they restart but boot directly into Windows without the recovery screen.
Event viewer shows a Kernel-Power critical event "The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly" but only 0 for the bug check information. There is also an 'Error' entry stating the previous system shutdown was unexpected, but the time it states that this happened is often not correct.
We have Sophos and ManageEngine Agent, Office, Teams installed on these laptops but minimal other software. Laptops are up to date according to Dell-Command Update and Windows update. Support Assist does not detect any issues.
Any help identifying what might be causing this is very greatly appreciated. If I can provide any additional information, please let me know.
I also have a Dell 7430 and I experience automatic restarts when plugged into a Dell D6000 docking station. I have narrowed down the incident to occur when I am using Teams AND plugged into the docking station. Or if I am using Teams and using an external webcam. If I unplug from the dock, I have no rebooting issues. Or if I unplug my external webcam (I have tried two different varieties), then I don't experience the automatic rebooting issue.
My docking station firmware has been updated to allow the 7430 to work with it. All of my drivers are up to date. I am running Windows 10.
I could benefit from some answers on this thread for sure!
I had the same issue with random reboots and I was able to narrow down to the driver of the network card of the Docking Station. The Network card driver is for Realtek USB GbE Family Controller, and installed an old driver from 2016 and no more issues . ( the driver version i used is 11.1.621.2021). Hope this helps
I have a user experiencing this problem as well. The random crashes happen primarily when they're in a Zoom or Teams call. For some reason, Windows doesn't provide a Minidump file when it has randomly restarted, so all I have to go off of is the same Kernel-Power event. BIOS and firmware are up to date, the 7430 is on Windows 11, and using a WD22TBT4 docking station. Full system diagnostic from the built-in Dell tests come back clean. This is a clean install of 11 too, also domain-joined.
Thanks for the suggestion!
I have continued to experience this issue and it is happening with and without my docking station. I have also narrowed it down to when I am using Teams in a Video call. I have experienced other things happening as well that would lead me to believe the firmware is not supporting the hardware.
1) When on a Teams call, others will have video ON but I will not. When someone starts to screen share, the attendee video feeds immediately become blurry and I cannot recover it until screen sharing has stopped.
2) When on a Team call and I am using my webcam, my entire laptop will shutdown and reboot without any error message or warning. It is as if the software is starved for power and resources...
3) I have experienced this issue both docked to an E6000 docking station and not docked.
4) The issue is completely random, but it usually happens within the first 10 minutes of my Teams call.
Still searching for a definitive cause of this issue but from my organizations perspective, we have narrowed it down to something related to USB-C docking primarily with the P2423DE docking monitor. When we have switched users to other docks, the issue has been more or less resolved. What the actual issue is we are still uncertain. Drivers/firmware have been updated/rolled back/ swapped etc. Windows settings and monitor settings changed extensively. Our solution at this point, as I mentioned, is to move folks to standard docking stations which kind of stinks seeing as we have the docking monitors.
Thanks. I ask as I only have one user with a new 7430 that's experiencing issues -- it's the one that has a SIM card. They also reported random restarts while off the dock, which took a few weeks to finally happen since that's primarily where they work.
I called Dell on Friday and they were fairly quick to offer a motherboard replacement, however the part is on backorder until March 25 (even though I was originally told a contractor would be out here that following Monday).
One other thing I noticed on the problem unit, is that there were a lot of Smart Card Reader errors in event viewer. I disabled the software device responsible through Device Manager (per this article we finally stumbled upon...), but unfortunately that did not resolve the random restarts.
Marvin at work
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Posted March 26th, 2023 13:00
I have a couple of users with this same issues on 7430's. Have you gotten the new motherboards yet and did that solve the issue? Thanks.
AdrianG001
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Posted January 12th, 2023 00:00
Check the Computer for Overheating
If your Windows 10 PC shuts down abruptly, the first thing I would recommend you do is to check if it's overheating. Overheating could be due to damaged or underperforming fans, poor ventilation, dust, and inadequate power supply.