Constant crashing/freezing

I have a client that’s had so much instability with his Dell Latitude 5540 where it 100% locks up and you need to hold down the power button to recover, Windows fails to load, or just now the touchpad has stopped working. IN the device manager the HID Compliant Touch Pad” is gone.

Dell has replaced everything ( motherboard, battery, RAM, hard disk) so it’s not even the same machine it was originally. All drivers/BIOS, firmware is up-to-date

I ran the V2 log collector on the Dell Latitude 5540 and was wondering if there is anything that stands out. The Windows build is (OS Build 22631.3447).

Please perform the following steps:


1) Run Tuneup plus > post a share link






2) Turn off Windows fast startup:




3) Create a new restore point:




4) Read this tutorial on Windows Driver Verifier (WDV):




5) Plan to run WDV for 48 hours with various customized tests.

Start the tool with these settings:

a) test all non-Microsoft drivers
b) test no Microsoft drivers
c) start the testing with the 3 customized tests in the TF link

Each time the tool is restarted if there is no immediate BSOD then open administrative command prompt and copy and paste:

verifier /querysettings

Post a share link.



For any BSOD post a new V2 share link into the newest post.



During the troubleshooting WDV can run continuously in the background until the testing is modified.

This FW update resolved the touchpad issue

Version
19.6.53.0, A01
Download Type
Firmware
File Name
Dell-Touchpad-Firmware-Update-Utility_G7C8P_WIN64_19.6.56.2_A00.EXE
File size
12.07 MB

The opening post did not report a BSOD.

The V2 logs reported a BSOD.

Please complete steps 1 - 3.

If there is a recurrent BSOD then post a new V2 share link.

Thanks for your reply. I'll attempt to get back on that machine to follow the steps in the next week.

The end user can monitor the computer using: