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Article Number: 000129799

Windows Hardware Error Architecture (WHEA) Blue Screen or System Hangs on Some Dell Laptops

Summary: Resolve an issue with WHEA error, or the computer stops responding on Latitude 5x80, 5x90, 7x80, 7x90, and Precision 3520 mobile workstation.

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Article Content

Symptoms

WHEA Uncorrectable Error crash on the Latitude 5x80, 5x90, 7x80, 7x90 and Precision 3520

Certain Dell Latitude laptops and Dell Precision Mobile Workstations may experience an issue with a Windows Hardware Error Architecture (WHEA) Uncorrectable Error Blue Screen.

The computers that are shown in the list below may experience a Windows Hardware Error Architecture (WHEA) uncorrectable error (See Figure.1) or the computer stops responding. No dump file is generated when the WHEA error occurs.

These computers may also have an issue with:

  • The computer stops responding
  • A black screen appearing when the computer boots (warm or cold boot), resumes from sleep or hibernate
  • When the computer resumes from the screen turning off
  • The Blue screen is stuck at 0% Complete

Affected Products

  • Latitude 5280, 5480, 5580 Laptop
  • Latitude 5290, 5490, 5590 Laptop
  • Latitude 5420, 5424 Rugged Laptop
  • Latitude 7280, 7380, 7480 Laptop
  • Latitude 7290, 7390, 7490 Laptop
  • Latitude 7212, 7424 Rugged Laptop
  • Dell Precision 3520 Mobile Workstation

Example of WHEA error

(Figure.1 Example of WHEA error)

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Cause

The drivers causing the problem on this computer are Declarative Componentized Hardware supported apps (DCH) drivers. These drivers are installed by either Intel Direct or Windows Update.

Resolution

Dell has implemented an updated DCH standard driver for this computer. Follow the instructions below to update to the latest driver:

WARNING: Downloading and installing Dell-developed drivers or software from third-party or unknown sources can cause the computer or device not to work correctly. They can cause the computer to crash or not boot into the operating system. In some rare instances, they infect the computer with virus, trojan, or other malicious software.
 
NOTE: Drivers for third-party or non-Dell products must be downloaded from the device manufacturer's website. (Devices such as non-Dell branded printers, docking stations, webcams, scanners, monitors, and so on.)
  1. Browse to https://www.dell.com/support/drivers.
  2. Identify your Dell computer.
    1. Click Download and Install SupportAssist to auto-detect your Dell computer. Follow the on-screen instructions to install Dell SupportAssist. For more information, see the Dell knowledge base article Dell SupportAssist (formerly Dell System Detect): Overview and Common Questions.
    2. Enter the Service Tag of the laptop and click Search.
    3. Or, click Browse all products and select your Dell computer from the catalog.
  3. Select the Operating System that is installed on the Dell computer.
  4. Under Category, select Video.
  5. Locate the latest Intel HD/UHD/Iris/Iris Pro/Iris Plus Graphics Driver (version 30.0.101.1338 A12 or newer.)
  6. Click Download and save the file to your computer.
  7. Open File Explorer and browse to the location where the downloaded file is saved.
  8. Double-click the downloaded graphics driver setup file and follow the on-screen instructions to complete the installation process.
  9. The computer restarts as part of the installation.

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Additional Information

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Article Properties

Affected Product
Latitude 5280/5288, Latitude 5290 2-in-1, Latitude 5290, Latitude 7212 Rugged Extreme Tablet, Latitude 7280, Latitude 7380, Latitude 7390, Latitude 5420 Rugged, Latitude 5424 Rugged, Latitude 5480/5488, Latitude 5490, Latitude 7424 Rugged Extreme , Latitude 7480, Latitude 7490, Latitude 5580, Precision 3520 ...
Last Published Date

22 Apr 2024

Version

9

Article Type

Solution

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