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

Question

Hello,

My company recently purchased 10 new Dell laptops in preparation for Windows 10 end-of-life:

5 × Dell Pro 16 Plus PB16250
5 × Dell Pro Max 16 MC16250

Unfortunately, all 10 devices are experiencing daily system freezes under Windows 11 24H2. The symptoms include:

Applications (e.g. Edge, Chrome) stop launching
CMD and PowerShell open but remain black with no prompt
Already-open applications continue working, but the system becomes unresponsive (or without net support, eg. Outlook doesn't send/receive)
Shutdown, restart, and sign-out actions begin but then hang indefinitely
Only recovery is a hard power reset via the Power button

All updates have been applied:

Windows 11 24H2
Dell Command Update 5.5 (drivers and firmware)
Dell Support Assist 4.8 diagnostics and BIOS checks (no hardware issues detected)

Some laptops are connected to Dell Pro Smart Dock SD25, others are not. The issue occurs regardless of docking, Wi-Fi, or Ethernet connection.

Given that both models are newly released, I suspect a driver or firmware incompatibility with the new hardware that may be causing part of Windows to crash silently.

I would appreciate any insights from Dell staff or other users:

Has anyone encountered similar issues with these models or this OS version?
Are there recommended logging or auditing tools I can run to capture more information before the system freezes?
Would performing a Windows reset be advisable, even though the machines are brand new?

Thank you in advance for any help or suggestions.

SandroRiz · Accepted Answer

I hope yes... there are two days that users don't have freeze. I would wait another day before to claim victory

Guilty: ESET

Resolution: install new graphic driver 32.0.101.8132 and new NPU drivers 32.0.100.4220 taken from Intel Website
Second Guilty: DELL that doesn't offer these new drivers via Dell Command Update

CSBaldwin87 · Accepted Answer

@WendaButler​ We had the same restarting issue with all 4 of our Pro Max machines. Downloading the March 24 video drivers straight from Nvidia fixed the issue. Hopefully Dell will update them soon as well! We bought them in 2 batches so we have 2 different sets of service tags.

DELL-Daniel V · Answer

Hey All,

If you're experiencing an issue with stability on the MC16250 platform, and Nvidia driver 595.97 or newer resolves the issue, then we would recommend sticking with these versions. Unfortunately, a new Dell pushed release won't be available until June or July due to various validation processes.

SandroRiz · Answer

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

SuirAdmin · Answer

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).

SandroRiz · Answer

@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...

SuirAdmin · Answer

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.

SandroRiz · Answer

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

SuirAdmin · Answer

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.

SandroRiz · Answer

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

SuirAdmin · Answer

@SandroRiz​ I hope its not Eset - that would not be a good outcome!

SandroRiz · Answer

@SuirAdmin​ Don't say to me, that I just renewed for 3 years for 80 users... a lot of money!

anavacerrada · Answer

Wow, i have the same problem in all Dell Pro 16 at my company. We also have Eset. Once a day and necesary put bitlocker....

SandroRiz · Answer

BTW, asking copilot if there are other cases, it leads me to this thread that is very recent
ESET Endpoint AV causing degraded performance with KB5063878 ? - ESET Endpoint Products - ESET Security Forum

anavacerrada · Answer

Hi, Have you managed to resolve the issues?

Dell Pro Max Laptops

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

Was this post helpful?