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1 Rookie
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8 Posts
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43055
October 13th, 2019 14:00
Dell Latitude 5490 and 5590 show blank screen and don't respond after leaving them a while
We've got 31 Dell Latitude 5490 and 5590 laptops - 29 of which seem to be working well. The other 2 - one a 5490 and the other 5590 haven't been working reliably since we upgraded them from Windows 1809 to 1903.
When we leave them for a period of time, the display goes off, but more often than not they become unresponsive and won't come back on when moving the mouse or pressing keys on the keyboard. The display is blank, the power LED is on, the keyboard backlight lights up when a key is pressed, but the laptop is unresponsive. The only way to make the system usable again is to press and hold power and switch it off and back on again.
I've updated every firmware and every driver to the latest version, but that hasn't solved the issue.
On Friday, I wiped one of the laptops completely (Shift+F10 during setup, diskpart, select disk 0, clean) and reinstalled Windows 10 1903. When it got to the "Hi, I'm Cortana..." bit (I hate that bit), the screen was blank, but I knew the computer was working since I could hear Cortana going on and on. Luckily, I know that if I press Shift+F10, then type "shutdown -r -f -t 0", I can make the computer reboot. Having done that, it booted up properly with the display working. I didn't install any drivers that Windows setup didn't install. I then found that after a while, when the display went to sleep, we still had the exact same issue as before.
I'm wondering if it's a BIOS or firmware issue. Very odd that 29 of these laptops are working fine and the issue is only happening on 2 machines.
I've seen others complaining of similar issues, but I haven't managed to find a solution.
Can anyone point me in the right direction?
Thanks,
Matty Brown.
Mary G
4 Operator
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20.1K Posts
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October 13th, 2019 16:00
Have you checked to see if the computers are in Hibernation? That requires a brief press of the power button to wake the computer. It takes a little longer and looks like it is rebooting but it's faster than a complete reboot and still has all the open windows and files. Try turning off Hibernation in Advanced Settings in Power Options if you don't want to use it. Hibernation kicks in after several minutes of Sleep. You can choose how many minutes of Sleep to use if you want to use Hibernation.
Matty Brown
1 Rookie
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8 Posts
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October 14th, 2019 03:00
Hi Mary
Briefly pressing the power button doesn't appear to do anything, even if left a while. When the issue occurs, you can no longer ping it on the network.
I've downgraded the BIOS to 1.9.0 and taken the batteries out to do a complete wipe of the settings. Still had issues during Windows setup with blank screens though. Time will tell if this has done anything to help the issue.
EDIT: Still experiencing issues in BIOS version 1.9.0, same as 1.10.1.
Running out of ideas!
Tawhoo
1 Message
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December 29th, 2019 07:00
Also having the exact same problem with my 5490, wonder if anyone can assist its so annoying really
a.burke
3 Posts
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January 2nd, 2020 11:00
My office also has dell latitude 5490 laptops which have the same issue. Only solution is to hard reset the computer and lose everything.
Dell-Alan D
3 Apprentice
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1.2K Posts
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January 9th, 2020 05:00
@a.burke @Tawhoo this may be related to an issue with the BIOS. Can you advise what BIOS revision you currently have installed on the system please.
I'll drop you a private message to get some tag details from each of you.
Alan
PharPointIT
2 Posts
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January 9th, 2020 09:00
I have the same issue on (2) 5590's after updating Windows 10 from 1803 to 1903 or (9).
Per Dell - Updated Bios to 1.12.1, install chipset again (A8_03) and Video driver is A14.
Issue still persists.
simonp1
1 Message
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March 3rd, 2020 11:00
Hi I have the same problem on a 5590 with BIOS version 1.12.1. Is there a resolution or workaround available?
Thanks!
statjackit
2 Posts
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April 2nd, 2020 19:00
I also have this issue on 2 Latitude 5590.
The issue occured when upgrading form 1809 to 1903 or beyond and they exhibit the exact issue you are having. I've noticed that after a bit of working with it, that if the computer is on the login screen and it goes to sleep etc, it will wake up when touching the keyboard or mouse or external usb device, however if currently logged in to the device and you leave until it goes to sleep, only now can I not wake the device up. This is also a domain joined pc where we configure sleep settings via GP.
I noticed that when i did not domain join this device, that i never experienced any of these issues. I am able to replicate this aswell.
While domain joined, no matter how many policies i turn off/on and modifications i make, i'm unable to get any closer to finding out the cause.
I am running the latest drivers/firmwares etc.
profyler
8 Posts
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June 9th, 2020 14:00
We have 80 plus machines like this here (5490). All with this annoying problem. All driver, firmwares and bios were updated but nothing seems to help. we have the exact same problem described: Screen goes black as it should, after user inactivity, but fail to resume after pressing mouse or keyboard. Have to hard shutdown it and loose everything
a.burke
3 Posts
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June 9th, 2020 14:00
I updated the bios and this problem hasn't happened since. I'll post again if it ever happens again.
Tauheed010
2 Posts
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June 13th, 2020 16:00
I received a private message to share the service tag number. But now where do I send the details. On replaying the same email, getting a delivery failure email.
Tauheed010
2 Posts
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June 13th, 2020 16:00
I have the same issue with myLmy 5490. Can anyone assist me how to resolve the issue?? Its really annoying
HeatherV
1 Message
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June 19th, 2020 07:00
Perhaps it is related to the recent, and annoying, Connected StandBy feature.
We had similar things happening to systems here (Latitude 5501), unresponsive from sleep by keystroke or touchpad, not able to ping, but definitely "on".
We changed the setting as described in an article about Disabling Connected StandBy, which I cannot post a link to.
The pertinent content of which is:
Q. How do I disable Connected Standby on a device?
A. If a device supports Connected Standby, you should take advantage of that capability. Only modern applications that are registered can send a limited amount of network traffic at a scheduled interval, which means Connected Standby generally offers only benefits. However, if you want to use basic sleep instead of Connected Standby, you can disable the feature as follows:
After that we were able to access settings previously unavailable related to sleep mode and hibernation, etc. Fixed it as we normally would do.
Matty Brown
1 Rookie
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8 Posts
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June 25th, 2020 00:00
After zero reports of this issue for months, my own laptop experienced it 5+ times yesterday!
I normally have it plugged into a WD15 dock, but yesterday I used it without a dock, plugged into mains and every time I left it long enough for the screen to go blank, I could no longer wake up my laptop and had to press and hold the power button to reboot it so I could use it again. So frustrating!!
Has anyone come up with a proper fix for this issue?
The last two users who reported the issue, I resolve by changing some options in BIOS - looks like I'm going to need to do the same on my laptop now.
From our records, I can see that these are the options I changed last time:
I also changed a couple other things, but I don't think they have a baring on this issue:
tbailenMKE
4 Posts
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July 15th, 2020 06:00
Such a frustrating issue! People are having luck downgrading to an older version of the video driver. See my post in another thread with details.