Dell Latitude 7420's crashing

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I'd recommend running the preboot diagnostic on the units. If this test is also freezing or if the units freeze while idle in the menu or in the BIOS, then you're likely looking at hardware failures. Seeing as the RAM is integrated on the motherboard, that will limit hardware you can test to really just the SSD. 

1. Shutdown the unit
2. Hold down the Fn key and the power button together
3. The quick test should automatically start
4. Make note of any errors or freezing and contact Support

Since you mentioned freezing when plugging in a charger, does physically moving the unit cause it to freeze up? If its freezing when being picked up or on movement, that too will typically point to the motherboard. 

Hi Daniel,

Thanks for your response. 

I'm anticipating this to be a software issue, as it's extremely unlikely that 15 of the same make/model all have a similar hardware fault at the same time. The devices don't seem to freeze as a response to movement.

It's worth noting that these devices all worked perfectly fine a month ago, which makes me think that a specific update has caused these issues.

Kind regards,

Ben

If you have one of the systems you can use as a test, remove (uninstall) any updates that have been installed at or since the time the issue began.  Does that solve the problem?  This includes any firmware updates, Windows or driver updates you know where either manually or automatically installed.  If you have system protection turned on, you can also try reverting to a restore point before the issue began.

@Zeal_LG 

1) use DELL Command | Update to grab the lastst drivers for your machines
2) USB-C Dock: make sure, you got the latest firmware for the docks

3) if you on W11, make sure to get the release 25H2 26200.8037

HTH

Peter

We're also having this with 183x 7420's. Seems to be a mix of either Windows Update, Intel Chipset Driver or BIOS... Disabling modern standby/sleep has helped to some degree but it's not perfect.

We are also encountering this with multiple 7420s.

We performed detailed analysis of the system state at the time of the incidents, and have narrowed down the issue to an inconsistent deadlock condition inside of the Intel Graphics kernel-mode driver when toggling power to the internal display that crashes csrss.exe.

We have an open case with Dell Support. Potential workarounds for the time being that we have not tested could be falling back to the Microsoft Basic Display Adapter and/or disabling the lid switch in BIOS and disabling sleep and screen off in Windows. Downgrading the Intel Graphics driver should also be tested, but it's difficult to work around Windows Update and DCU attempting to automatically reinstall it.

This has been not good for our organization.

We had to replace several with Lenovo laptops to avoid the issue.

Driver & BIOS updates having zero effect.

Thanks all for the recent posts!

Our organization has encountered exactly the same issue with 4 (reported by now) Latitude 7320 laptops. BIOS + drivers via Dell Command | Update are up to date.

No solution or fix found so far.

Hi all, 

Can you try updating the GPU driver with this version here? Please let us know if that possibly helped with the freezing. 

Hi all,

Just wanted to add that we've seen this issue sporadically on our fleet of ~175 7420s as well.  It's resulted in random total system freezes (sometimes at a black screen, sometimes not) with no Windows BSOD logs being written.  

@DELL-Daniel V @DELL-Nat M There was a new Intel graphics driver released on 4/9/26 on the 7420 support page: 32.0.101.7084, A19.  Would you please be able to confirm whether we should continue with the engineering recommended driver A13 (which is ~1.5 years old) or attempt to use this new version that was just released.

Thank you!

Hi everyone,

The issue is reproducible on the latest version, 32.0.101.7084. The fastest way that we have found to replicate it is to set the "Turn my screen off after" timeout in Windows settings to the lowest (1 minute) and just tap the touchpad each time the screen turns off.

After a variable but reasonable amount of attempts, the condition will trigger and the console will freeze. Most often, it freezes on a black screen with only the cursor visible. If you perform a manually-initiated crash while it is frozen, WinDbg analysis will reveal the exact cause of the fault.

Our next posts will include one instance in which we performed this analysis. It is a clear circular wait deadlock which sometimes occurs after the Windows console process (csrss.exe) defers to igdkmdn64.sys (Intel Graphics kernel-mode driver) via dxgkrnl!DxgkPowerOnOffMonitor and toggles power to the internal display. Additionally, we have all but confirmed that the problem does not occur with the oldest version published on Dell's website, which is 31.0.101.3222.

This should be more than enough information for the engineering team.

0: kd> !thread ffffba8effe93080
THREAD ffffba8effe93080  Cid 0464.04b8  Teb: 000000f45e473000 Win32Thread: ffffba8efffd9060 WAIT: (Executive) KernelMode Non-Alertable
    ffffba8efe9fbcb0  Mutant - owning thread ffffba8f23068080
IRP List:
    ffffba8f24a68ee0: (0006,0118) Flags: 00060000  Mdl: 00000000
Not impersonating
DeviceMap                 ffffcd8c00290ca0
Owning Process            ffffba8effe11080       Image:         csrss.exe
Attached Process          N/A            Image:         N/A
Wait Start TickCount      163897         Ticks: 3503 (0:00:00:54.734)
Context Switch Count      800            IdealProcessor: 6             
UserTime                  00:00:00.015
KernelTime                00:00:18.171
Win32 Start Address 0x00007ffefe133b90
Stack Init ffffdf8dd3eaf570 Current ffffdf8dd3eacab0
Base ffffdf8dd3eb0000 Limit ffffdf8dd3ea9000 Call 0000000000000000
Priority 16  BasePriority 13  Decay Boost 1  Unusual Boost 15  Priority Floor 16  IoPriority 2  PagePriority 5
Child-SP          RetAddr               : Args to Child                                                           : Call Site
ffffdf8d`d3eacaf0 fffff805`f22a7064     : 00000000`00000047 00000000`00000000 00000000`00000000 ffffe501`f41222b0 : nt!KiSwapContext+0x76
ffffdf8d`d3eacc30 fffff805`f2340fbd     : 00000000`00000000 00000000`00000000 ffffdf8d`d3eacdc0 00000000`00000050 : nt!KiSwapThread+0x6d4
ffffdf8d`d3eaccc0 fffff805`f233f1b9     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : nt!KiCommitThreadWait+0x39d
ffffdf8d`d3eacd50 fffff805`35e488cc     : ffffba8e`fe9fbcb0 fffff805`00000000 ffffcd8c`1eacfb00 fffff805`2f7a5300 : nt!KeWaitForSingleObject+0x859
ffffdf8d`d3eace30 fffff805`3597909b     : 00000000`00000000 00000000`000004b8 ffffba8e`fb602000 00000000`00000040 : igdkmdn64+0x4d88cc
ffffdf8d`d3eace70 fffff805`359c6e76     : ffffba8e`febc1698 00000000`00000000 ffffdf8d`d3ead020 ffffba8e`febc1000 : igdkmdn64+0x909b
ffffdf8d`d3eaceb0 fffff805`35bb64b7     : fffff805`2f89d5a8 00000000`09b1864c ffffba8e`febba000 ffffdf8d`d3ead020 : igdkmdn64+0x56e76
ffffdf8d`d3eacf20 fffff805`35bb8188     : ffffdf8d`d3ead358 ffffdf8d`d3ead320 00000000`00000000 fffff805`2f928a8b : igdkmdn64+0x2464b7
ffffdf8d`d3ead060 fffff805`35bb715b     : ffffdf8d`d3ead830 00000000`00000000 ffffdf8d`d3ead460 00000000`00000000 : igdkmdn64+0x248188
ffffdf8d`d3ead2a0 fffff805`35b9f494     : ffffb7dd`4793c000 fffff805`35b5fa30 00000000`00000000 00000000`0000000a : igdkmdn64+0x24715b
ffffdf8d`d3ead360 fffff805`35b9ea42     : ffffba8e`feba8388 fffff805`3597919f ffffba8e`f9d10000 ffffba8e`f9dbb6a5 : igdkmdn64+0x22f494
ffffdf8d`d3ead670 fffff805`35b6b788     : ffffba8e`fea51de0 ffffdf8d`d3ead759 00000000`00000008 fffff805`35b86282 : igdkmdn64+0x22ea42
ffffdf8d`d3ead6c0 fffff805`35b72e26     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : igdkmdn64+0x1fb788
ffffdf8d`d3ead7c0 fffff805`35b30fe8     : ffffba8f`26b07bc0 ffffdf8d`d3eadbd0 ffffdf8d`d3eadbd0 00000000`00000000 : igdkmdn64+0x202e26
ffffdf8d`d3eadad0 fffff805`35b0c6a9     : ffffba8e`f9d10000 ffffdf8d`d3eadea0 ffffba8e`fb602000 00000000`00000000 : igdkmdn64+0x1c0fe8
ffffdf8d`d3eadda0 fffff805`359a622a     : ffffcd8c`1a5c8900 ffffba8e`fece8a60 00000000`00000000 ffffba8e`fb602000 : igdkmdn64+0x19c6a9
ffffdf8d`d3eae190 fffff805`2e9b85fb     : ffffdf8d`d3eae3c0 00000000`00000000 ffffba8e`ffec8c10 fffff805`f225df90 : igdkmdn64+0x3622a
ffffdf8d`d3eae2c0 fffff805`2e92ceab     : 00000000`00000000 ffffdf8d`d3eae530 ffffcd8c`1a5c7960 ffffdf8d`d3eae750 : dxgkrnl!ADAPTER_;   : ffffcd8c`083ac2c0 00000000`00000000 00000000`00000000 00000000`00000000 : dxgkrnl!VIDPN_MGR::SetTimingsFromVidPn+0x7bb
ffffdf8d`d3eae6d0 fffff805`2e80d016     : 00000000`00000000 ffffdf8d`d3eae900 00000000`00000000 fffff805`f225df90 : dxgkrnl!VIDPN_MGR::PowerOnOffVidPnTarget+0x14e
ffffdf8d`d3eae8b0 fffff805`2e83dfdc     : ffffcd8c`082df750 ffffba8e`fe9bacf8 00000000`00000002 00000000`00000000 : dxgkrnl!VIDPN_MGR::_MonitorEventHandler+0x4c6
ffffdf8d`d3eae930 fffff805`2e83d986     : ffffba8e`fee56c20 00000000`00000002 ffffba8e`fe9bad18 ffffdf8d`d3eaec01 : dxgkrnl!MONITOR_MGR::_IssueMonitorEvent+0x2cc
ffffdf8d`d3eaea80 fffff805`2e83d55a     : ffffba8e`fe9bad58 00000000`00000000 ffffdf8d`d3eaeb80 ffffba8e`fe9bacf0 : dxgkrnl!MONITOR_MGR::_EnableDisableMonitorInternal+0x152
ffffdf8d`d3eaeb00 fffff805`2e9de032     : 00000000`00000000 ffffba8e`fedab000 00000000`00000000 ffffba8e`f60560d8 : dxgkrnl!MONITOR_MGR::_EnableDisableMonitor+0x1a6
ffffdf8d`d3eaebb0 fffff805`2e9d7acc     : ffffba8e`f6055000 ffffdf8d`00000001 ffffdf8d`d3eaee50 ffffba8e`f6055100 : dxgkrnl!MonitorEnableDisableMonitor+0x216
ffffdf8d`d3eaec60 fffff805`2e9dc49e     : ffffdf8d`d3eaeed9 fffff805`2e5d480f ffffdf8d`d3eaef10 fffff805`2e85c1df : dxgkrnl!DxgkPowerOnOffMonitor+0xf8
ffffdf8d`d3eaeda0 fffff805`2e94a82f     : ffffba8e`ffffffff ffffba8f`24a68ee0 ffffdf8d`d3eaef19 ffffba8e`fed9de60 : dxgkrnl!DpiGdoDispatchInternalIoctl+0x5fe
ffffdf8d`d3eaee50 fffff805`f23741fb     : 00000000`00000000 fffff805`34033912 00000000`c0000002 00000000`00000014 : dxgkrnl!DpiDispatchInternalIoctl+0xff
ffffdf8d`d3eaef80 fffff805`f2374173     : ffffcd8c`0851f001 ffffdf8d`d3eaf050 ffffdf8d`d3eaf040 fffff805`34037332 : nt!IopfCallDriver+0x5b
ffffdf8d`d3eaefc0 fffff805`34037363     : 00000000`00000001 00000000`00000004 ffffcd8c`04032350 fffff805`341054f4 : nt!IofCallDriver+0x13
ffffdf8d`d3eaeff0 fffff805`3406cfc8     : ffffcd8c`04032350 ffffdf8d`d3eaf0f9 00000000`00000001 ffffba8e`fee58820 : win32kbase!GreDeviceIoControlImpl+0xff
ffffdf8d`d3eaf090 fffff805`3406cbbf     : 00000001`0000000e 00000000`00000000 fffff805`2e58e9c8 00000000`00000001 : win32kbase!DrvSetWddmDeviceMonitorPowerState+0x3e8
ffffdf8d`d3eaf160 fffff805`34104555     : 00000000`00000011 fffff805`2e58e9c8 ffffdf8d`d3eaf1f0 fffff805`2e58e9c8 : win32kbase!DrvSetMonitorPowerState+0x2f
ffffdf8d`d3eaf190 fffff805`34109ff6     : 00000000`00000000 00000000`00000000 00000000`00000020 00000000`00000000 : win32kbase!PowerOffMonitor+0x255
ffffdf8d`d3eaf230 fffff805`3410980d     : ffffba8e`fffd9060 ffffba8f`348c4a30 00000000`00000001 00000000`00000020 : win32kbase!xxxUserPowerEventCalloutWorker+0x376
ffffdf8d`d3eaf300 fffff805`3a2ed792     : ffffba8e`ffe93080 ffffdf8d`d3eaf460 00000000`00000000 00000000`00000020 : win32kbase!xxxUserPowerCalloutWorker+0x13d
ffffdf8d`d3eaf380 fffff805`2e4b7b2a     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : win32kfull!NtUserUserPowerCalloutWorker+0x22
ffffdf8d`d3eaf3b0 fffff805`f26be355     : 00000001`5e5f5f19 00000000`00000108 ffffba8e`ffe93080 00000000`00000000 : win32k!NtUserUserPowerCalloutWorker+0x2e
ffffdf8d`d3eaf3e0 00007ffe`ff19caf4     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : nt!KiSystemServiceCopyEnd+0x25 (TrapFrame @ ffffdf8d`d3eaf3e0)
000000f4`5e97fd08 00000000`00000000     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : 0x00007ffe`ff19caf4