Dell latitude 5420

Question

Our company has recently acquired a few Latitude 5420 laptops and most of the users experiencing freezing, we have tried with the latest drivers and firmware's, also have tried with the official intel drivers which made the laptop freeze more often.

We have also tried with older video drivers but its still freezing.

The laptops freeze even when they are not connected to the docking station or a monitor.

As you can see on the photo below the laptop goes black and monitors go to the matrix.

latitude5420 · Accepted Answer

Unfortunately no.

These laptops have a hardware issue or driver issue, the technicians recommended a bunch of tests but we dont have that much time so we gave up, we will return these laptops.
I will mark this as answer since dell support wont be able to solve this issue.

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.

Does this happen when using the factory installed Dell OEM image?

Have you ever attempted a local clean install using the Dell OEM imge or Microsoft image?

ChadA3119 · Answer

Have you put any additional RAM in the laptop? We saw this issue when we installed 3rd party RAM and it didn't work well on 5300 and 5310's for whatever reason

latitude5420 · Answer

@ChadA3119 Nope the laptops are stock. Also have swapped the rams just in case.

ChadA3119 · Answer

OK last thing I could think of is trying to swap the slots

latitude5420 · Answer

Also just to add, the user gets BSOD sometimes, but i couldn't find anything in the logs.

Celmlauzis · Answer

We also recently bought 20 Latitude 5420 and they have exactly the same problem with random freeze.

Laptop freezes at random with or without workload. I suppose it could be RAM or NVMe SSD issue. We tried to uninstall Dell bloatware, but that didn't resolve problem. All Laptops are with stock OS updated with newest updates/drivers/firmware

Any resolution on this?

latitude5420 · Answer

@Celmlauzis im in touch with a technician from dell i will post the updates here.

criTalon · Answer

Was the technician able to get to the bottom of the issue?

RobRom · Answer

1st time Dell buyer here.  I am having the same issue. The screen Locks up. No way to recover. Hard boot. Then OK. Sometimes when I plug or unplug power.  Set sleep to never while on power and 2 hours on battery to try to stop it (in Win 11). Still happens. Fan is running. Every windows 11 and Dell Support Assist update applied, including BIOS update.Is this considered 'Resolved' in this Dell log? The resolution was no fix from Dell and we are returning the laptops for a refund?

hubbtech · Answer

I had the same issue as many people on here and on forums. The laptop will freeze and then the BSOD appears shortly after. I did everything to get to the root of the issue including re-installing windows, installing the latest drivers, rolling back on drivers, only using the laptop on cool surfaces etc. Nothing worked, until I was running out of storage space and upgraded the NMVE. It has been 4 months and I have never had this issue since. The upgrade was very simple to do and they are tutorials on YouTube that can help. Not ideal situation but if your out of warranty give this a try.

buraale · Answer

DeviceFreeze-0004 This device has been identified as part of this audit, and access to it has been frozen.

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Dell latitude 5420

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