Anyone else having freezing issues with Dell Latitude 7490's?

Yes, same exact issue with my Latitude 7490, there seems to be at least two different scenarios. The first is when the laptop is being used on its own, if I pick the laptop up from the left side it will completely freeze up. It doesn't happen every time, but it is happening quite often. It's as if picking it up from a certain position either causes the board to flex or the cover plate on the bottom to touch a hardware component on the board. The second scenario is when it's docked, it will be working fine, then when I un-dock from the USB-C the screen remains black and is completely unresponsive. The only fix in both scenarios is a hard reboot. 

My laptop is experiencing the same symptoms with my 7490. I did a clean install of windows within the past week and today I had a 2 crashes within 30 minutes of each other both where the computer was on battery power.

We are seeing the same behavior. Were you able to get this resolved through Dell?

Thanks in Advance for any help

@tony.bowman-licor.com there are many different factors that need to be considered to determine exactly what is causing the system to freeze. Can you help me out with some additional troubleshooting steps please -

a) How often does the system freeze i.e once a day, once a week, once a month etc
b) Is it a full system lock up or does it recover itself?
c) Is it only ever in Windows or does it freeze before Windows?
d) Do you get any sort of error messages or warnings before the system freezes?
e) Have you checked the system logs and event viewer for any indications of what may be causing this?
f) What version of the BIOS are you running?
g) How long has this issue been happening for?
i) Are you running the latest drivers on the system?
j) Are you running the Dell factory image or a corporate image?
k) Can you run the extended ePSA tests and note down any error codes generated or if the system freezes during the test (To run the diags, hold down the Fn key and power on the system)

Alan

@tony.bowman-licor.com thanks for getting back to me with an update. It's great to hear that reseating the memory resolved the freezing issue.

Should you need any more assistance please don't hesitate to get back in touch.

Alan

I've got exactly the same problem with freeze. In my case I found how to reproduce the problem at any time.   If i slightly push with my finger to the bottom panel (left side, close to the edge, between rows of ventilation grills). It definitely looks like a HW issue.  Wondering if there any official solution from Dell? This seems like a class problem. 

@sergey12 thanks for getting in touch. Your situation is quite unique if it's freezing when you pick it up in a certain area. That potentially a loose piece of hardware or something not quite seated correctly.

I'll drop you a private message to get more details from you.

Alan

I am also seeing this.  Checked the event log in the bios under thermal events and saw a couple of error messages that said "system board thermal trip".  Would it be safe to assume that if the motherboard or cpu is overheating, then it is telling the OS to shut down?  

@Christian_Javier thanks for getting in contact. 

Can you advise how often is the system shutting down from overheating?

Is the system being used on a flat surface in a well ventilated area when it is shutting down?

After clearing the event logs, is the system still shutting down and giving thermal errors?

Are you running the latest BIOS on the system?

Is the cpu fan spinning correctly during use?

Does it make any abnormal noise when spinning?

Have you run the ePSA on the system and did it return any error codes or shut down during the test? (To run the diags, hold down the Fn key and power on the system)

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

Alan

The system shuts down after it is undocked from a WD-15.  It freezes completely after a few minutes.  

ran the ePSA test without any other errors popping up. 

The current BiOS installed is 1.9.3

The user reports that he uses the laptop at home only at a desk that is clear from any obstructions.

He also reports that he does here noises coming from the CPU fan.  

We have cleared the event logs but I am waiting for him to return back and let me know if the same thing has occurred.  

@Christian_Javier thanks for those details. That's strange that is shutting down and freezing when undocking from a WD15.

a) Does it also freeze if you connect the WD15 to the system?
b) If you wiggle the USB-C cable in the port does that also cause the system to freeze or is it only whilst disconnecting?
c) Can you connect up the dock to the system and boot the system into the BIOS. (To access the BIOS power on the system and keep tapping the F2 rapidly in quick succession) - If you disconnect the WD15 whilst in the BIOS does the system still freeze?
d) Can you make the system freeze by picking it up and moving it around?
e) Do you have any other WD15 docking stations or laptops available for testing?

Alan

The same thing is happening to my 7490. Touching the left side of it will cause it to freeze and nothing moves on the screen. I need to force it to reboot. Today, I set it on the table, walked away for 10 minutes, came back and the screen turned 85% black, with horizontal colored lines running across the top 15%. I had to reboot.

Does DELL have a solution? I am not going to open up my laptop by myself and reseat the memory... 

Hi @Suezeng can you try the following for me please

Boot the system into the BIOS and then touch the left side of the laptop, does it still freeze up? (To access the BIOS, power on the system and repeatedly tap the F2 key in quick succession)

Does this issue happen irrespective of whether the system is running on ac power or battery power?

Are you running the latest BIOS on the system?

Is it a specific area on the left hand side you need to touch to make the system freeze?

Has the system been dropped at all?

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

Alan

Hey Alan,

One caveat, the laptop was originally configured with the power options for high performance.  On Friday,  I changed the it back to balanced to and so far I had no complaints but will continue to monitor and possibly fine tune the power options settings.  

thanks for the help