Unsolved
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1013
Multiple Latitude 5530 reboot after unlocking screen
Latitude 5530
We have about 15 Dell 5530 latitude laptops that were bought this year with Windows 10 Pro. They are very unstable. After working for awhile and the user locks the screen to go to lunch or take a break, when they unlock the screen the system reboots itself within a few minutes.
We've tried even setting up Windows Hello and that didn't make a difference. When unlocking via domain username and password or even Windows Hello face or pin, it still seems to reboot itself.
The next thing we retried is to completely wipe the machine, change the BIOS to AHCI/Nvme, plug in a USB cd drive with a Windows 10 21H2 CD, delete all drive partitions and recreate and reinstall everything. These newly in-house installed PC still seems to have the same issue.
We tried changing the system properties advanced to create a 256KB dump file when crashing, but still I just had a report of this happening and I checked and there's no C:\Windows\minidump.dmp or C:\Windows\Minidump folder even. Without any kind of crash dump I cant even begin to troubleshoot why this is happening.
This isn't just one machine either. Its many of the 5530's. We do not have this problem on 5520's from 2021.
Any idea? Latest BIOS and drivers from Dell Command Update are installed.
Should we try Windows 11?
kjstech
358 Posts
0
September 29th, 2022 09:00
We put Windows 11 on the machine and it was working fine for well over a week, if not two weeks. So I did the same for another user having the same problem.
The first user just messaged me today she came back from lunch used Windows Hello, it said to move closer she did, it unlocked and then rebooted.
Here's the thing... in sysdm.cpl under advanced, the system is told to NOT automatically restart on system failure. That box isn't even checked. It was told to create a small memory dump (256kb) but yet none was created. I changed it to create a complete memory dump so we'll see if it does that in the future.
It doesnt seem to matter if she enteres her password manually and gets it wrong the first time, but then gets it right the second or third time, it unlocks and in 1 to 3 minutes it just restarts. So we setup Windows Hello for Business and she just uses her face and it goes right in. But if it asks her to move closer and she does, she gets in but in 1 to 3 minutes the system spontaneously reboots. Again no crash dump, nothing in event log but the previous system shutdown was unexpected. Also doesn't matter whether Windows 10 or Windows 11, it doesn't abide by the UNCHECKED "Automatically restart on system failure". If its doing a BSOD I want it to halt on that BSOD so the user can take a picture of the message and send it to me. With absolutely no real log of whats happening its hard to troubleshoot.
However, Windows 11 22H2 seemed to last a few more days before an automatic reboot compared to Windows 10 which was an everyday or multiple times a day occurrence.
M.Hesslnig
4 Posts
0
October 13th, 2022 23:00
Good Morning,
we have the same Problem with one Latitude 5530 (i5; 8GB RAM, Win 10 ENT 21H2) and one Latitude 5430.
Any ideas?
M.Hesslnig
4 Posts
0
December 12th, 2022 05:00
Here' s an update:
We use the laptops with a P2422HE and a P2422H monitor (via daisy-Chain)
After the user got a P2419HC and a P2419H monitor, there was no more unwanted reboot. (since about 4 Weeks)
We removed the LAN cable from another user (P2422HE and P2422H) -> no unwanted reboot
We only had Problems with the Latitude 5x30 and P2422HE, whats wrong with the Monitor??
kjstech
358 Posts
0
December 12th, 2022 09:00
There is also a firmware update for the P2422HE monitor. Not only have we been putting the Intel video drivers on, we've also updated the monitor firmware. Not sure if one fixes it over the other, but to be thorough thats what we've done.
The monitor firmware we've put on filename is Dell_P2422HE_FWUpdate_Mxx204_Windows_20220722_v35.zip
kjstech
358 Posts
0
December 12th, 2022 09:00
We are seeing much better stability by going to Intel's website and getting the latest video drivers there. The video drivers from Dell Command Update, or dell.com/support with the service tag are older and cause this issue.
Intel Iris Graphics Drivers filename:
gfx_win_101.3430_101.2111.exe
M.Hesslnig
4 Posts
0
February 1st, 2023 04:00
Thanks for the reply.
We have a new laptop with the Problem (5530-P2422HE-P2422H). The Firmware was the same as in the upgrade, but we updated the graphic driver (GFX_win_101_4032 - Version 31.0.101.4032)
I'll keep watching.
M.Hesslnig
4 Posts
0
February 8th, 2023 02:00
And now there is also a Detachable 7320 affected.
T. Goldschrafe
1 Message
0
August 3rd, 2023 07:00
We have the exact same issues that you both describe:
Only Latitude with the 12th generation Intel CPU are affected - in our environment we have Latitude 5530, 5430, 5531 and we have affected devices from all these model lines. Older models (e.g. Latitude 5520) have no problems.
The problem only occurs when these machines are connected to P2422HE or P3222QE monitors - when connected to older P2419HC monitors, the problem does not occur.
All monitors are connected to a second monitor via DisplayPort-Daisychain (usually the same model).
We observe the problem under Win10 21H2 and Win11 22H2.
What we have tried so far:
Disconnected Ethernet from the monitors and disabled Realtek GBE adapter in Device Manager -> had no effect.
Switching the secondary monitor to HDMI -> had no effect.
What we are also seeing is, that not all computers are affected. We recently opened a new location and all workstations were equipped with two P2422HE and each user was given a 5530. Of those users, a third had massive errors (several per day), another third only had an error every few days, and the final third were not affected at all.
We are running out of ideas and Dell support has not been very helpful.
If I had to bet, I would guess incorrect voltage from the USB-Power Delivery feature. Since there are no log entries and no signs of a BSOD, it looks to me like a reset at the motherboard level - like hitting the reset button on a desktop. But that doesn't explain why older models don't have the error. Maybe the USB controler is a bit oversensitive in the affected models?
I greatly appreciate any other suggestions on this problem.