Latitude 7390 CTRL key issues

Question

We are getting numerous reports from users with Latitude 7390 that the CTRL key appears to come ON with out being depressed. It is completely random. This causes numerous issues for the users until they realise what is happening. Pressing the CTRL again, usually resolves the issue. We recently logged a call for one of these devices and had the keyboard replaced, but the problem has returned.

We have 60 of these laptops in total which have gone out to our users. They were brought in two separate batches several months apart. Machines from both batches are exhibiting the behaviour, but not all devices are affected (I am using one myself and it is fine). There are no differences in the builds of each device and they are running the same image and drivers.

I am beginning to suspect a design weakness in this particular model. Has anyone else experienced the same problem?

CHLUCE · Answer

Hi,

Getting exactly the same issue with some Latitude 7480 and 5490.
CTRL key seems stuck, randomly but mainly when the computer is started without any external keyboard plugged.

Have you found any proper solution for this ?

Thanks

Joe Aquino · Answer

I suspect some kind of driver issue, or something that was later fixed in a Windows update.

At the time, I upgraded the Windows build to 1809 for users who were having this problem. None of them reported issues after that.

However, we have a lot of other 7390 users still on 1803 who have not experienced this error, so I am none the wiser really.

The 7390 as a whole has been pretty bad. We have had a lot of users reporting BSODs recently, a number of users who's TPM chips randomly disappear for no reason and several warranty callouts as a result.

Regards

CHLUCE · Answer

Thanks for replying !! Appreciated !

Yeah - we are suspecting something similar with a faulty driver...
However, I hope I'll not be your black bird here, but just wanted to let you know that this problem has been reported just like you said by some users running 1803, but it became more and more important when we have deployed the 1909 version.

Our Service Desk is keeping drivers and BIOS up-to-date but doesn't help a lot.
Agree with you regarding the overall quality of those 7480 products, getting more BSOD than usually, driving to motherboard replacement. Also, if Intel Speedstep is enabled, users are complaining for bad performances, overheating, and consequently noisy fans...
Anyway, will keep digging with this CTRL issue and will update this post if I found any permanent fix.

Best

Sparkysqrd · Answer

Having same issue with a 7330 rugged extreme.

Latitude

Latitude 7390 CTRL key issues

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