Major Latitude 7390 problems

Hi Holdenv,

Thanks for posting.  Apologies that your systems are not performing as expected.

This Forum is primarily Consumer related, and it sounds like if you are able to purchase that many units at one time that you must be a Commercial customer.  As a Commercial customer, you will have a Dell Technical Account Manager assigned to your company.  Please contact your TAM and let them know your experience, so they can contact the development team for further investigation.

If you need further assistance or are unable to locate your TAM, please contact me privately and include at least one of the Service Tag numbers.  Thanks.

Same problem, I had my 7390 burn up the exact same way now for a THIRD time this morning... It typically happens over the weekend, I come in and find it burnt and no power... I'm calling support now, they need to recall this model or come up with a fix! So far replacing the board 3 times has not cleared this up.

I apologize I wasn't aware this site was for consumers only considering the Latitude series is primarily for enterprises.  I just mainly was wondering if anyone else was having an issue with the 7390 we are in touch with our TAM though thanks for the suggestion. 

Also comparing photos, I do not see the burn marks on my mosfet chip like yours, but what I do see is the power inductor getting extremely hot, melting the covering plastic on both of our units... the inductor should NOT be getting this hot, which tells me the core is saturating. I think this could be related to the failure of the mostfet power module (the burnt up chip in your pic).... I did note that the SMD regulators seem to have some evidence that they over-heated and caused the flux on the board to bubble a bit around them

Obviously this is a wide-spread issue, but no one at dell seems to care. You have had many fail, I have had 3 failures... Support only suggests replacing the board again.... but they haven't done anything to actually correct this issue from happening. My advice would be to stay away from the 7390 until dell re-releases the system board with an actual fix.

 We're approaching 25% failure rate on a fleet of 43 Latitude 7390s that we just deployed late March/early April. Literally - while the service tech was here replacing 4 logic boards, we had another unit go down with bad bluescreening errors.

And of the four just fixed, one is dead after its first restart - no video. One is exhibiting the same choppy cursor that usually indicates its going to go back to frequent bluescreening. And the third 'repaired' model is warning that a USB device is drawing more power than the unit can supply. No USB devices are attached.

We're having issues with over 50% of our TB16 docks as well - the USB ports start to fail sporadically, then die altogether.

The support tech who was here did almost nothing by the book, and I think he had the flu on top of it so we had to take extra time to sanitize everything he touched.

With the user downtime and stress to the IT department workload, these are officially more expensive to own that Macbooks. Which my users clamor for anyway. Dell is not making it easier to stay in the Windows world, that's for sure.

Good times!

Wow, it's astonishing to me that Dell isn't doing anything about this obvious issue with this model, other than telling us that this community is for home users....

So, latest update on what Dell says it's going: It's an Intel issue, and they have a team on each side working together towards a resolution. Great. How long will THAT take? I find it very difficult to believe this is not a pure hardware issue versus a driver issue. We have too many machines that still haven't failed yet, all running the exact same software and Dell driver versions (nothing fancy - Chrome, O365, WebRoot, metro apps removed; no iTunes or superfluous third-party; on-prem WSUS). And we can replicate crashes in a basic, fresh-out-of-the box environment too.

Tech just got done putting my 3rd system board in my 7390 today. he said he just replaced one earlier with the same problem... Unfortunately the FRU board was the same revision as the one being replaced, so I don't hold high hopes this isn't going to happen again in a month.

I just heard from a Dell engineer and they are trying to pin down the issue but I am reverting back to my out-of-warranty E7240s.  I just cancelled my second order of 40 and I just bought 3 different competitors laptops with their docks to test and see if they have any issues.  All in all this is a big enough mess up that I dont think I am willing to take another $100k gamble at the moment especially since I am such a small shop.  

Probably a good idea, it will be a while i'm sure until they get the board revised and stocked to even fix the issue after it's found

I'm sorry to hear that. Apparently their engineers are working on a fix, but I hate to say it might involve swapping boards on all of your machines, unless there is some newer revision in the units you ordered.

Please keep us posted we just bought thousands of these and don't currently use TB docks but we will at some point! 

Does this issue happen with both 7th Gen and 8th Gen processor variants? Will adding a thermal pad help with this issue?

The Mighty Chuck, My requirement this year is my procs have to be 8th gen i7 8650u so I have no idea if the issue happens with 7th gen laptops.  Personally I dont think adding a thermal pad will help it seems like an overvoltage problem but to be honest though its not really a viable solution though for me as I deployed 9 of these machines at remote locations with no onsite IT support .  Right now my new laptop deploys and windows 10 migration have been halted and users whos 7390 goes belly up Ive been replacing with out of warranty 7240s with the eport.  So Im stuck in break fix mode at the moment.