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March 20th, 2025 11:49
Dell Latitude 5550 (BRAND NEW) - Several Users Facing issues with HDMI and USB-Ports
Latitude 5550
Hi All,
I was hoping that someone in the community may be able to offer some insight into some issues we're having with our latest batch of Latitude 5550s.
We've had multiple reports from our users regarding HDMI and USB Ports on Brand New Dell 5550s. It seems like they are working fine out of the box for a few days - and then when they are leaving their laptops and coming back at a random interval, all external displays are not working and any USB devices are no longer working. This lead me to believe it was a Sleep issue and thus (after fresh starting one of the devices) I set the device to never go into sleep/shut down. However, this issue then occurred again a few days later.
After this happens, the issue is permanent until a fresh start of the machine - this did not fix itself even after reinstalling various drivers and BIOS updates.
When plugged into a display, display settings do recognize the second monitor - but this is greyed out and there is no output whatsoever.
This is not the only issue we've had with drivers on the Latitude 5550s - out of the box we've had camera driver and audio driver issues (these were fixed by a fresh install of the driver in question, however).
Could anyone please provide any insight into this - or fixes? These are brand new devices, we should not have to be sending out replacements for these mere weeks after they were originally issued.
Thanks.
Mental_Health_Charity_IT
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April 8th, 2025 08:09
@ionicjd We came to the conclusion that it was an incompatibility issue with some of the cheaper monitors our users were utilizing - Koorui specifically. A workaround we found was to use the USB-C ports and reroute everything via a docking station instead.
Unfortunately, Dell Support palmed it off as a non-issue and so these are all conclusions that we were forced to come to ourself from the 2 machines we had on hand with the issue.
Take this all with a grain of a salt, but hopefully this helps.
DELL-Cares
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March 21st, 2025 05:24
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Mental_Health_Charity_IT
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March 24th, 2025 09:11
@DELL-Cares DMs aren't working on your profile - the options takes you back to the homepage.
ionicjd
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April 8th, 2025 07:59
@Mental_Health_Charity_IT - did you ever get a fix for this? We are encountering the same issue.
alaninnl
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April 9th, 2025 13:39
I had same issue
I installed Intel new drivers from their site for the 155u. It didn't work.
Then I restarted the PC (I read above it may be related to sleep)
Then it worked.
I also installed custom resolution utility for different refresh rates but won't work for the internal monitor. The tv takes some changes in refresh and others no.
JeffP6
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May 1st, 2025 20:18
I am having the exact same problems. I have tried different monitors and none of the monitors are cheap.
This is an issue. Can I return this computer?
JeffP6
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May 1st, 2025 20:37
@Mental_Health_Charity_IT
This is bull - - - . I have good monitors and still have issues. It's not a monitor issue. I think it's a problem with HDMI port.
(edited)
GumbySauce
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June 5th, 2025 10:37
It’s nothing to do with docks, monitors or drivers.
For anyone else with the issue I potentially found out the problem, and some potential solutions/workarounds after spending a month trying to diagnose these problems on our fleet of 5550 laptops that were working, but all suddenly stopped working with multiple issues.
the issues present in 2 ways:
1. When the latitude 5550 laptop enters sleep, either by closing the lid or power management settings (or any other way), When the laptop wakes from sleep the built in monitor’s backlight does not turn back on (the screen looks black but if you shine a flashlight on it you can make out the image). Rebooting temporarily resolves the issue until the laptop is slept again.
2. Office apps refuse to open any files in protected mode (you will only see this with office protected mode enabled)
workarounds:
- disable sleep in the bios
- disable protected mode in office
both these work but are not ideal.
the cause:
- the latitude 5550 with firmware/bios 1.13.0 and 1.14.0 are simply incompatible with Windows 10 (even a fresh install of windows 10, with or without all the latest drivers and updates).
- bios updates that are applied manually or that happen via windows update and dell command update, that update the bios to 1.13.0 or 1.14.0 break working windows 10 laptops (this is what broke my working laptops, a firmware bios update applied by windows update updated my laptops to 1.13.0 and users started raising tickets)
the solutions:
- upgrade to windows 11 (immediately fixes both issues with sleep and office)
- rollback the bios to 1.12.1 or lower ((difficult as dell blocks bios rollbacks)
- disable bios updates in the bios so windows doesn’t update it to 1.13.0 or higher again and re-break it.
- wait for dell to fix the issue with a future bios update, hopefully this one they test properly in windows 10.
(edited)