Pro 16 Plus PB16250, Pro Max 16 MC16250, Windows 11 24H2, stability issues

@marek.surek​ We bought 3 of these for the same exact use case. Same exact issues, no solutions. Our testing lead to an instability between the Blackwell GPU and the motherboard (PCI control) 

I had the same problem. I have onsite service, and they replaced most of the components in my laptop. After the technician left, the problems started again—and actually got worse.

I called support again a few weeks later, and this time they replaced all the components. Since then, I haven’t had a single issue.

Maybe the second repair included a newer revision of the motherboard or other parts, and that’s what finally solved it.

Hopefully you have (or can still add) the extended onsite warranty—it was absolutely worth it for me. I believe I have a 3–5 year extended warranty, and after that first experience, I’m very glad I did. Hopefully I’ll have no more problems and can enjoy the laptop the way it was intended.

Just curious if the issue could be specific to the ending digits in the service tag.  Ironically, we purchased 19 MC16250 Pro Max Machines.  13 of them have "QCB4" in the service tag.  3-4 of the users are reporting random shutdown, sometimes no notice. as well as seeing multiple Critical Event IDs.  Dell Tech originally believed it was graphics issue, though we've updated to new drivers, still an issue.

I did set all the machines to overwrite events in events viewer, which seemed to slow down the amount of times it would freeze and slow.

We reset the RTC in bios, oddly one event that was frequent was related to the XBox app, so we removed that.

We have worked with Dell Tech and one machine at this moment is getting a new motherboard in one of the machines.

None of the users using a machine that the service tag ends with 54C4 are experiencing any issues.  I am curious, if anyone who has shared their experience can say if it is specific to their service tag number.  What the number represents if they know.

Last thing I want is for 19 users (13 at the very least) to be experiencing these random shutdowns.  Docked, Undocked, plugged in, unplugged.  Does not matter.  These machines are causing a lot of chaos.

@WendaButler​ It is a possibility that there could be an issue with a batch of systems. I'd recommend sharing the following article with your case owner. 

No POST, Overheating, Fan, or SSD Detection Error Occurs on Dell Pro Max 16 MC16250

Random crash, shutdown, or reboots is a symptom listed which may be related. These issues should have been resolved with BIOS update 1.9.1. If already up to date, then your case owner will be best suited to confirm if your systems are indeed associated with the issues in that particular article. 

@CSBaldwin87​ Thank you!!!  This is exactly the fix they believe was the issue.  You're right.  While we updated Command and Windows updates fully, Dell has not released the Nvidea 595.97 Version.  We also uploaded the bios to last recent version 1.12.1 - 2-17-26 (I think they released another one today).

Dell have said their is no plan yet to roll out the correct driver for the Discrete Graphic Card we have (Nvidia RTX Pro500 Blackwell 6GB GDDR7).   Let me say it caused about 45 days of complete havoc 11 very frustrated users and now the update (fix) is completely manual.  Uggh. 

Dell please release the correct video driver in your updates. <---Said many frustrated IT Techs

@WendaButler​ Dell will typically be several versions behind an OEM due to two reasons. The first is that an OEM may release drivers at a quicker rate than what we update on our site. Nvidia in particular is constantly releasing updates and in various instances, we will recommend going directly to them to get the latest release. The 2nd reason is that Dell will need to verify the stability of a particular driver before pushing it onto our website and update utilities. That said, I'll relay this feedback to our engineering teams to see if we can push version 595.97 to our site. 

I was able to record a video...
https://youtu.be/lPdIQuD1CZ8

Hi,

I can confirm I am suffering the exact same issues on Dell Pro Plus 16 PB16250 laptops, Apps freezing and not opening, Restarts taking hours and needing to be Hard reset in order to restart (leading to Bitlocker requests).

@SuirAdmin​ I'm sorry for you, but at least I'm not crazy and not alone and hopefully someone of Dell should start to investigate.

I've tried to uninstall all the DELL software as recommended by many people in this reddit thread, but I have always a freeze once a day by many users (and strange, always around 4PM, 5PM)

Next move will be to try without our antivirus/Firewall (ESET Endpoint Security); do you perhaps have the same software installed?

Finally to format and reinstall windows from microsoft's ISO...

I've already factory reset Windows 11 back to out of the box specification and still suffered the same issue on this. Also using Eset Endpoint but no difference with this. Seems to occur on all of the same model.

@SuirAdmin​ Are you saying that also WITHOUT Eset Endpoint you have the freeze?

Not at the moment, too much of a risk to let an enduser in the field use it without Eset. Just need time to test and use a laptop at the moment without Eset, will let you know how it goes for me tomorrow.

@SuirAdmin​ FYI... yesterday a user without it, has NO freeze...
If you arrive at the same conclusion, Two clues make a case.