Many Latitude 7420s freezing

Question

We have several/many Latitude 7420s locking up/ freezing recently. Anyone know what's going on? BIOS updates and driver updates do not seem to help. Thanks!

DELL-Nat M · Answer

Hi,

Per guidance from our engineering team, please install the following driver and let us know if it resolves the issue on your system: 32.0.101.7084, A19

Once installed, please reboot your system and share your results with us.

Your feedback will help us confirm the resolution across affected systems.

Thanks for your cooperation!

DELL-Daniel V · Answer

Contact Dell GHN (Get Help Now) chat technical support Monday through Friday. Click the blue "Get Help Now" on the right to start a private live chat session. Share the private Service Tag with them so that they can verify the ownership and warranty status. This will also generate a unique Technical Support case for your unique Service Tag. If already out of warranty, click here for the Dell out of warranty offerings.

Please provide additional details so that users can attempt to aid with the issue. Are they randomly freezing or after a specific event? Are you getting blue screens as well or is the unit just unresponsive? Is there anything present in event viewer or the windows performance monitor? Does the preboot diagnostic pass? Did the issues start after a Windows update?

Johnnyendo · Answer

@DELL-Daniel V​ These units are all 1-year out of warranty. I was hoping for users in this forum to assist. The freezing is random, no BSOD, passes internal diags except for battery warning.

DELL-Daniel V · Answer

@Johnnyendo​ Can you attempt updating the graphics driver with this version here? If that doesn't help with the freezing, please let me know.

DELL-Nat M · Answer

Hi everyone,

We see that several users have reported this issue. Thank you for bringing it to our attention.

To help us escalate this properly, our engineering team has asked if we can gather a bit more information to assist with reproducing and investigating the behavior. If possible, we kindly ask for the following:

Steps to reproduce the issue (what actions lead up to the problem)
A short video showing the issue, if available. This will greatly help the team replicate and diagnose the problem.

You can share the video directly in this thread or provide it via a secure link.

Your input is extremely valuable and will help speed up the investigation and resolution.

Thank you for your cooperation!

Latitude

Many Latitude 7420s freezing

Was this post helpful?