7285 completely freezes. No BSOD or errors recorded.

You get the exchange of the Mainboard after Service Request?

Which Version did you got with this known Error?

HWInfo says that I have Revision A00 :-(

The issue exists in revision A02 of the main board and was resolved with revision A03. 

---

@Alexnet wrote:

HWInfo says that I have Revision A00 :-(

---

@Alexnet i'll drop you a private message to see get your service tag details from you and then I can advise further.

Alan

Hello! I have a same issue.

Dell 7285 completely freezes after 5-60 minutes randomly.

Test in bios shown no hardware errors.

Tried to factory reset Windows, freezes. Tied to update all drivers with Dell Command update and dell.com, freezes. Tried to reset Windows and don't install any Windows drivers or updates at all, still freezes.

Any chances for some software update?

---

@MyDellisFreezing wrote:

Hello! I have a same issue.

Dell 7285 completely freezes after 5-60 minutes randomly.

Test in bios shown no hardware errors.

Tried to factory reset Windows, freezes. Tied to update all drivers with Dell Command update and dell.com, freezes. Tried to reset Windows and don't install any Windows drivers or updates at all, still freezes.

Any chances for some software update?

---

Hi @MyDellisFreezing thanks for getting in touch. This could well be a software issue or it could be that the drive is failing but not at a point where it generates an error code. Can you help out with some additional troubleshooting steps please - 

a) Is the freezing always within Windows or has it frozen pre boot?
b) If the system freezes is it always after a long time or can it happen within a few minutes of powering on the system?
c) Do you get any error messages either before or after the freeze?
d) Does the system ever fix itself or does it require a full restart?
e) You have mentioned you tried factory Windows reset, have you considered a full clean install using the recovery media instead?
f) Can you run the 40 mins stress test and let me know if it freezes during this test - https://www.dell.com/support/home/ie/en/iebsdt1/product-support/product/latitude-12-7285-2-in-1-laptop/diagnose click on full test

Alan

Hello,

I have similar issue. Latitude 7285 (i7-16GB-512 GB) freezes completely, randomly but frequently.

System bought 3 weeks ago. Completely updated drivers. Hardware tests do not show any issues. Motherboard revision A00.

What can I do?

@DellDeepThought  system freezes can be a result of almost anything in system both hardware or software. Whilst there are instances of A00 motheroards causing problems, we need to identify the actual cause of freezing. I would recommend working through the troubleshooting steps I outlined above -

a) Is the freezing always within Windows or has it frozen pre boot?
b) If the system freezes is it always after a long time or can it happen within a few minutes of powering on the system?
c) Do you get any error messages either before or after the freeze?
d) Does the system ever fix itself or does it require a full restart?
e) You have mentioned you tried factory Windows reset, have you considered a full clean install using the recovery media instead?
f) Can you run the 40 mins stress test and let me know if it freezes during this test - https://www.dell.com/support/home/ie/en/iebsdt1/product-support/product/latitude-12-7285-2-in-1-lapt... click on full test

Alan

Hi Alan,

thanks for your massage!

Concerning your requests:

a) never frozen pre-boot, always within windows with a higher frequency during use of SDXC card or USB-drive

b) it happens independent on time

c) no messages, never.

d) never fixed itself, always hard reset necessary by pressing power-button for a long time.

e) until now, different variations of re-installations did not change anything

f) the 40 min stress test was successfully run, no issues, no freezing.

Can you draw some conclusion from that?

Thanks!

@DellDeepThought thanks for carrying out the troubleshooting steps.

Going on the information you have provided, everything suggests the OS is at fault, however you also have a revision A00 motherboard. What I would like to do is replace the motherboard to address that issue and if still fails afterwards I would recommend a clean install of the OS.

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

Alan

@B.Jan Ahmad before we start looking at motherboards you need to rule out the operating system first as a potential cause of any system freezing.

Have you done a clean install of the operating system yet?

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

Alan

Hi:

I've tried and applied all the research techniques that cause the same freezing problem that doesn't work. No sales in Turkey I bought from the UK abroad. overall, it's really very frustrating. I am very happy with the PC, but I need to fix this problem. Can you help me? The F12 diagnostic and Dell passed the full test successfully. There's one problem.. Motherboard Revision A.00..The PC features I7 processor 512GB SSD 16GB of RAM ..It seems out of warranty. thanks in advance for your help.

Best regards.

@Colakoglu69 as part of the troubleshooting steps have you completely ruled out the operating system?

If the system is out of warranty, there is nothing further i can offer. You would need to contact your local repair centre, if it's Turkey that you are based in and pay fora replacement motherboard.

I'll drop you a private message for your service tag.

Alan

How can I verify the motherboard revision?  I've checked HW info, but I don't see anything related.

I'm having random freezes - could be 5 minutes, could be hours, but this month it has been happening multiple times per week.

thanks!