Dell 5510 lag / freezing up

Question

I have deployed 11 Dell 5510 Latitude laptops over the last 7 months. Around August 18th, 2021 users started reporting random intervals of lag that sometimes progressed to the point that all applications are unresponsive. Occasionally the network connection will stop responding and the laptops need to be rebooted. After a reboot everything seems fine, sometimes for 15min, sometimes for 2 days. All users with this issue have Dell 5510 laptops. We do have another 7 5510's without this lag issue. It has only occurred with Windows 10 ENT 20H2 or 21H1. When this occurs no error pops up on the screen.

When checking taskmgr during one of these occurrences CPU, memory, HD and network look fine, no applications are reporting high usage. Although usually right after this issue starts some interrupts will show up for like a second and then disappear.

I don't see anything in the system or application event logs that lead me to a likely cause.

I have so far been unable to identify the underlying issue. It does feel like something changed in August that caused this issue to start.

Below is a list of what has been tried so far:

Check and install windows updates

Install all Dell driver updates

Close out applications one after another until nothing is left running except windows system files and drivers

Ran chkdsk (Hung at 100% and had to manually reboot, but no issue were reported)

Ran SCF /scannow no issues found

Downloaded and installed MalwareBytes, found nothing

Ran CC Cleaner

Any ideas? Anyone else having this issue since the middle of last month?

Thanks,

DELL-Cares · Answer

We tried reaching you on a private message asking for the Service Tag number to ascertain the warranty but did not receive a response. Please feel free to reply to the private message whenever you are available.

DELL-Cares · Answer

Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.

DELL-Cares · Answer

Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.

AndreX86 · Answer

I have a user with a Dell 5410 with the same issue. Sometimes the system freezes up 4-5 times a day, requiring a reboot. When it freezes up it is extremely slow with no evidence as to why in task manager or event viewer. Basic and Advanced hardware diagnostics come up with nothing. Dell support was no help and are asking for payment for "advanced support".

This also came about after re-installing Windows. We've of course also updated all the drivers/software. I also did "SFC" scans and "DISM /Online" repairs to no avail

DELL-Chris M · Answer

User will remove August released KB5005033 and retest. Also reported a 5520 without 21H1 seemed to be running better.

LaptopFreeze · Answer

Hello,

Were you able to resolve this issue? I have a Latitude 5510 i5 that freezes up where screen image stays the same, clock/time stops changing, lights on keyboard all come on, num lock light does not light up when pressed. Only way to get out of is to power down with long press power key. Issue has happened since August 2020.

I've e-mailed back and forth with Dell support many times with no clear path to resolving. If you were able to resolve, will you please share?

Thank you

Rob Gold · Answer

I am also have this issue on several 5510's, wondering if you had any luck uninstalling the update.

LaptopFreeze · Answer

I checked and the KB listed was not installed.  Has 21H1 for OS version.

AndreX86 · Answer

Hey guys, try re-seating your laptops memory. This worked for me.

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Dell 5510 lag / freezing up

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