Latitude 5420, CPU throttling intermittently on battery

Further Update:

Dell reached out and suggested I do a BIOS refresh, which I completed and this did not fix the issue.

They then suggested a full OS rebuild, which I completed and this did not fix the issue.

They are now going to replace my Motherboard and SSD. This will take my machine back to Windows 10, and I will need to do all the Windows updates, which will see me back at Windows 11, v.22H2.

I will keep updating this post as things progress and then ultimately until root cause is identified and resolved.

Update 2:

The Motherboard and SSD was replaced with new parts. Full hardware diagnostic completed by Dell technician after installation, no issues found. Windows 10 re-installed. Windows updates have been completed. (no further updates available based on the Windows update tool)

Current OS: Windows 10 Pro, 22H2, Build 19045.3031.

No Dell updates have been done yet as per request from Dell support.

The issue still persists, this has been escalated again to Dell Technical Support and awaiting feedback.

Update 3:

Feedback received from Dell to update all drivers. Then run the full Dell based system scan which includes driver, performance tuning etc. The result was no issues found. The updates and tests were run while on AC power.

I then ran the same tests on battery power and the issue originally experienced was there again. CPU cores would not go more than 0,39Ghz on any of the tests, including CPU tests. 

Screenshots were taken and sent to Dell as proof. Dell's response was to confirm that the BIOS was updated after the replacement motherboard and ssd was installed. I confirmed it was updated as part of the Windows updates done and I also sent them screenshots as proof which they requested. 

I now await further feedback from them as the issue still persists.

Update 4:

Dell technician did a 2hour remote desktop session today:

7 June 2023 (6pm to 8pm)

Agent Rohit from Dell did a remote desktop session, which included:

- Checked machine, experienced the issue first hand
- Watched screen recording I did showing the issue
- Witnessed the CPU Core issue on battery power, while on the remote session
- Reviewed windows updates
- Reviewed dell drivers
- Ran a SFC commands in Dos
- This also did not fix the issue
- Reinstalled 2 drivers
- Intel-Dynamic-Tuning-Driver_H5M3J_WIN64_8.7.10802.26924_A16_01
- Intel-Integrated-Sensor-Solution-Driver_0FM72_WIN_3.10.100.4477_A04_01
- None of the above fixed the issue
- Did a hard reset
- The hard reset did not fix issue
- Did a change on the Advanced power options
- "Slide show" on battery updated from "paused" to "available"
- Restart machine

After the restart the issue did not present itself. I told the Dell support agent i will monitor going forward.
Disconnect remote session at 8pm

8:50pm, issue is back.

Update 5:

Dell requested all system logs, and additional logs (via a Dell specific logging tool) for further analysis by a technical team. Awaiting feedback.

Windows update presented the "Upgrade with Windows 11 Pro 22H2" option, which Dell confirmed I was to action.

Laptop is now back on Windows 11 Pro v22H2 and the issue still persists. Dell is currently escalating for further analysis of the logs.

Update 6:

The Dell product engineering team requested the following changed by done:

1. Turn off Intel SpeedStep in the BIOS performance settings, then

2. In the Dell Power Management software suite, Change the Dell Thermal Management from "Optimized" to "Ultra Performance"

The results:

1. When running on AC power my CPU cores would not go more than 1,48GHz.

2. When running on battery power, my CPU cores would not go more than 0,39Ghz.

The settings suggested did not fix the issue. I am back at square one. I have now reverted the above two setting so that I can get my full core speeds while on AC.

It seems the Dell supports teams do not know what is going on, I have requested that they send out an Agent to come and physically assess my machine so that I don't have to spend 2 hours at a time changing settings and taking screen shots and emailing them to Dell to show them that their suggestions do not work, all to be asked after sending the screenshots via email, "did it work"?

I give up....

Update 7:

After sending the message to have an Agent come out or have my laptop replaced, I got a response from one of the supervisors at Dell to apologize for the experience I have had.

The Dell Supervisor assured me that the issue will be escalated to the engineers and I should have feedback within 48 hours. I field technician can only be sent out once Dell determines what part may be causing the issue.  My escalation will also be monitored to ensure that the issue is resolved without any delays.

Let's see what happens.

Update 8:

Requested an update today from Dell,  no feedback other than a confirmation that the issue was escalated to the engineering team.

Update 9:

Requested an update today again from Dell, specifically asking them for the engineering team feedback and giving them dates and comments that was given to me with regards to the feedback I was expecting within 48hours.(Which expired on the 13th June)

In response to my update request, they asked me again if I did the below settings updates and tested:

1. Turn off Intel SpeedStep in the BIOS performance settings, then

2. In the Dell Power Management software suite, Change the Dell Thermal Management from "Optimized" to "Ultra Performance"

I confirmed again to them that I did do the above and it did not resolve the issue. I again requested in my response that I am waiting for feedback from the engineering team as per a response that was given to me on the 11th June.

The only response received coming from them was:  "Thank you for the confirmation. We will definitely have this checked".

Is there anyone on the forums who works for Dell perhaps in the Engineering team who can assist? Or is there an alternate way to escalate this?

Update 10:

I was contacted by Dell to provide feedback on the below questions, answers provided as displayed below for the purpose of those following who have experienced/ are experiencing the same issue as mine:

Question: Is there any docking station used by the customer?

My feedback: No docking station used.

Question: Please get an image of an AC adapter having PPID available?

My feedback: Images provided and confirmation that I am using the original Dell supplied 65w USB Type C adapter.

Question: What is the battery backup here?

My Feedback: I do not have any battery back devices such as UPS/ Inverter or solar.

Question: Do we have any battery errors in BIOS?

My Feedback: No, there are none, as tested via the BIOS and also via the Dell support assist online testing tools.

Question: Any overheating issues when the AC adapter is not connected to the system?

My Feedback: None observed since the issue presented itself.

Question: Have you recognize any changes that were made to the system which could have caused this issue?

My Feedback: Only Windows 11 update from 21H2 to 22H2 and Dell driver/ BIOS updates as per Dell recommendation system prompts. (This was when the original issue occurred, and stayed present even after the BIOS reflash, the rebuild of OS, the replacement of Motherboard and SSD, the re-instalation of Windows 10, and the update to Windows 11.)

Till today, the issue is still present and makes it near impossible to use my laptop while running it on battery power. 

After providing the above feedback, I was told that I should receive a a response in 24 hours.

Update 11:

I asked for feedback again today, and was told to update my BIOS to latest version just released. My current BIOS is version 1.27 and the new version is 1.28.1.

I checked the BIOS release notes for v.1.28.1 and they are as follows:

Fixes & Enhancements
- This release contains security updates as disclosed in the Dell Security Advisory DSA-2023-113. For more information, see Dell Security Advisories and Notices.
- Fixed the issue where the system does not boot into the Preboot Execution Environment (PXE) from the Dell Dock WD19S. This issue occurs when you disable the Enable USB Boot Support option in the BIOS setup.
- Fixed the issue where the system charges beyond the Custom Charge Stop set in the Battery Configuration in the BIOS setup.
- Fixed the issue where the Caps Lock LED is always either on or off when you continuously press the Caps Lock key.

After installing the new BIOS version (1.28.1.) I can confirm that my issue is still there. This BIOS version update did NOT fix the issue. As soon as I remove the AC adapter my CPU cores get locked at 0,39Ghz.

I have informed Dell and await further feedback.

Update 12:

I asked for an update today and was asked to run machine in Safe Mode and test.

While in Safe Mode on AC Adapter: CPU Cores remain at a constant 1,5Ghz.

While in Safe Mode on Battery Power: CPU Cores remain at a constant 1,5Ghz.

When going back into Windows (not safe mode), the issue is still there when I am running on battery power.

Feedback supplied to Dell and support agent confirms that behaviour is as expected.

Dell Support Agent then requests detailed logging using HWiNFO application.

Steps to be followed on AC Adapter first and then replicate on Battery:

 - Download and install HWiNFO application.

 - Export System Report.

- Open "Sensor" Information

- Reset Min/Max/Average values and timings

- Start logging process

- Run a CPU burner test (Cinebench R23 was chosen for this task).

- After burner test, wait 1 minute and then stop the logging in HWiNFO application.

The above test was run on AC Adapter and also on Battery. The battery test clearly logged the cores locked at 400mhz. The logs were all sent to Dell Support and I will now await further feedback.

Update 13:

28 June 2023: I was asked by Dell:

1. How was the re-installation of windows done? - Feedback was provided.

2. Did I perform a hardrive clean before installation of windows?  - Feedback was provided.

That was sent to the engineering team and I was told to wait for feedback.

29 June 2023:

Dell contacts me again asking for my feedback. At this point I am confused because I was told that I should await their feedback.

30 June:

I have been asked to resend the video clip recording, highlighting the issue. The video clip was sent via email as a .zip file and also as a .avi in a second email.

I now cannot email them further as I have reached the messaging limit cap.I have asked them twice today to do another remote access session as they are not able to view the attachments sent via email and their upload link provided is no longer being used by Dell and the service is no longer supported.

To the forum members here, is there any other way to escalate this issue?

Update 14:

I had another remote session with Dell Agent today for 30mins. The remote session functionality was used to upload the requested video clip, and all the HWINFO Logs. I was told that the case has been escalated to the product engineering team.

Note: This is the forth or fifth time the case is escalated to the engineering team.

Update 15:

I called the Dell support today for an escalation of my issue. They had no feedback for me, and did another remote session to get all the logs and video file of the issue so they can escalate again to the engineering team.

They have also arranged for a callback from the supervisor to call me tomorrow with an update. (This was promised to me a couple of weeks ago, but I was never called back). Lets see if they call back and what update they will give.

They as always, "sincerely apologize for any inconvenience".