Lattitude 5590 Sleep problems

abrashich,

Go to Start- Settings-system-power and sleep. Change the settings in this area that meets your needs. You can then click additional power settings at the bottom of that page. From here you can choose what the power settings do for different settings.

I have the same issue with 3 different models running Windows 10 Pro:

 - Latitude 5490 (the motherboard was replaced and the problem disappeared)

 - Latitude 5590

 - Latitude 7490

Changing the power plan settings does not fix the problem, and is not an acceptable solution anyway: the computer does not wake up, this is the issue! Windows, drivers and BIOS are up to date.

I cannot spend hours with Dell support who makes me reinstall Windows, update everything, disable some settings in Windows or BIOS to check if that fixes the problem. No software tweak fixes the problem.

BIOS or hardware issue IMO.

Any useful advice?

I also face the same issue with my new Latitude 5590. It actually happens when I lock the screen, after sometime (apparently when the screen goes to sleep) the laptop looks dead! The power button is on but nothing wakes it up! I have to push the power button a few seconds to shut it down and then reboot.

Also, if some music is on (while the screen is locked), when this happens the laptop has a constant sound like snarling.

Also, latest updates.

Anyone fixed the issue?

Dell support told me to try the following:

- Run ePSA diagnostics with F12

- Update BIOS/drivers

- Refresh hiberfil.sys file by toggling the switch ( Disabling and Enabling ). This will reset the file if corrupted

1. Open elevated command prompt ( Type CMD in start menu and hit Ctrl + Shift + Enter )
2. Copy and paste the command " powercfg -h off " and press enter to disable.
3. Restart computer and go to elevated command prompt ( Type CMD in start menu and hit Ctrl + Shift + Enter )
4. Copy and paste the command " powercfg -h on " and press enter to enable.

- Control Panel > Troubleshooting > Improve power usage

Nothing fixed it.

Dell is willing to change the motherboard, but I'm not sure if I want to change it only for this reason.

I have 5 5590's and they all do this - ordered over 2 months.  When the display goes to sleep (just the display), you have less than 10 seconds to wake it up to keep it from locking up.  At 15 seconds, it will not come back up without a power button reboot.  Goes into this same state randomly with shutdowns too.  When the system is back up, there is a system log event ID 41 because of not being shutdown cleanly.  

Started right out of the box - for all of them.  I didn’t notice while setting them up, because when I set them up, I have power management disabled and tend to reboot - not shutdown.  Once users got them, all **bleep** broke loose.

• Does not do this in safe mode.
• When it does this, there is no output to HDMI or VGA as well
• Trackpad/mouse movement does wake up the keyboard backlight but nothing else
• Does it when logged in and at login prompt
• Have tried reinstalling via Dell OEM media
• I've tried all bios versions available (though downgrade from 1.2.3 is not an option)
• Have tried latest Intel video drivers as well as older versions
• Dell command update shows no updates - fully updated
• Have swapped out HDD/SSD/M.2 
• Have tried W10 1709 and 1803
• Does it stand alone with dell power brick and with Type C dock
• Network connection dies when this happens
  • Continuous ping to the laptop fails
  • My remote management software shows them as offline

I have the same problem with my 15-days-old 5590. Screen won't wake up once it is turned off (either by Windows or by additional utils like ScreenOff 2.exe or similar). Just like @TekEdge Consulting I have tried multiple combinations and I'll extend his answer with my comments (in green) and then add my own observations:

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When the system is back up, there is a system log event ID 41 because of not being shutdown cleanly. - confirm, no other noticeable errors except for 41

 

• Does not do this in safe mode. - confirm, in safe mode Intel HD Graphics driver is not loaded, graphic is handled by the default Windows driver that does not turn off monitors at all (backlight LEDs are always on) - instead it displays a kind of 'black wallpaper'
• When it does this, there is no output to HDMI or VGA as well - confirm, tried with VGA only
• Trackpad/mouse movement does wake up the keyboard backlight but nothing else - confirm, you can however use Fn+F10 to turn the keyboard backlight off/on
• Does it when logged in and at login prompt - confirm, no matter if logged in or left on the login screen
• Have tried reinstalling via Dell OEM media
• I've tried all bios versions available (though downgrade from 1.2.3 is not an option) - I updated immediately to 1.2.3, good to know as I also thought about downgrading
• Have tried latest Intel video drivers as well as older versions - have tried latest and previous Dell-signed video driver (from Dell support page) and latest 'genuine' Intel driver from [https://downloadcenter.intel.com/download/27847/Intel-Graphics-Driver-for-Windows-10?product=96551] - in case of the genuine Intel driver, exe cannot be installed as it is not signed by Dell, you have to manually install zip package but it doesn't matter - none of the drivers fix this error
• Dell command update shows no updates - fully updated - doesn't matter, tried multiple combinations with fully updated system and 'bare' windows with Intel HD Driver installed only (I disabled Windows Update Service and manually installed only the Intel driver) - once you install video driver, the problem occurs
• Have swapped out HDD/SSD/M.2 
• Have tried W10 1709 and 1803 - have tried Win10_1703_English_x64.iso, Win10_1709_English_x64.iso, Win10_1803_English_x64.iso
• Does it stand alone with dell power brick and with Type C dock
• Network connection dies when this happens

 

---

I also tried changing power plan settings with no effect:

• Turn off hard disk after: 0 (Never)
• PCI Express -> Link State Power Management: Off
• Minimum Processor state: 100%

I also tried changing UEFI settings with no effect:

• disable C-States
• disable TurboBoost
• disable HyperThread
• disable hard drive free fall protection
• enable USB wake support

This is a "known issue" with this machine, and you can see my initial submission for this same issue at:  https://www.dell.com/community/Latitude/Dell-Latitude-5490-Ceases-functioning-when-attempting-to-quot/td-p/6061746.

We have reported to our Dell TAM approximately 15 Dell Latitude 5490 machines with the exact same problem.  Five of these were sent back to Dell for replacement and further troubleshooting, a couple received in-house MOBO replacements, and the remainder were addressed with a temporary workaround of turning off Power Management so that the machines do not try to turn off the display as this is where the issue occurs.  As you state, the only way to get it back is to force a shutdown and restart the machine.

Dell is working feverishly to get this issue resolved and our case has been escalated through International Product Support to the Dell vendor for further Failure Analysis.  It is my hope that we will eventually have a BIOS update that will resolve the issue, and we will roll it out to the remaining affected machines and then reinstate our Power Management policy to those machines.

same here - two new latitudes 5590 in my office and they both have this issue.

I have the exact same problem and symptoms with my latitude 5590

Same Issue - Brand new 5590 Latitude, All drivers/BIOS up to date, all windows updates installed

- Disabled Sleep

- Disabled Hibernation

- Disabled USB Standby

- Disabled Turning off Harddisks

- Disabled Sleep in BIOS

- Set to "do nothing" when lid is closed

- Fastboot turned off in Windows

- Tried 3 different versions of Intel Video drivers

- Theoretically, this system should never sleep, and yet, particularly noticed if the screen is closed for a period of time longer than 10 minutes, it has about a 50% chance to re-open with no video feed until the power button is held down and system rebooted.  The power light stays on solid white, the keyboard is backlit, no video feed at all.

Same issue with 5490:
https://www.dell.com/community/Latitude/Dell-Latitude-5490-Ceases-functioning-when-attempting-to-quot/m-p/6096968/highlight/true#M4147

I have told my IT department so many times to stop buying Dells. Next time i will make sure of it :/

I have had the same problem with My Latitude 5590 - to....today, While working on it - it's dead. I mean that laptop has shuted down and something smels, and ... I can't switch it on!!! So - it's DEAD. After 3 months working on it!!!

NEVER MORE DELL!!! I have "next business day warranty" on it - Latutude5590, but "there is no mainboard" at service now. So - I have to wait few days(maybe a week) when they get mainboard from abroad. F...k! It was a BIG mistake to buy a DELL Latitude 5590 :(

To all following this thread, please advise which processor is in your machine.

The ~20 affected Latitude 5490 machines that we have all use the Intel i5-8350U.

Thanks in advance.

Hi bigdawg,

I have a Latitude 5590 and my processor is an Intel Core i7-8650U CPU @ 1.90GHz