Full Freeze

Hello

I'm currently having new DELL Vostro 7620 laptop which sporadically gets fully freezed without BSOD
So the PC just gets stuck, nothing works, mouse is dead. The only option is to hard reset.
Tried to reset Windows 2+ times, also brought PC to support which didnt find any issue (though they said they changed RAM just in case: laptop has 8GB internal + 16GB as separate module)
Most of freezes happen when I use Teams during the calls. However there were a few while just using chrome browser

Attaching log-collector logs collected right after restarting PC:
Link

Thank you

I would first remove these apps and then install the latest versions. Then I would clean dust and replace the thermal paste between the CPU and the heat sink to rule out overheating. If you have a discreet graphics card, you could try to replace the thermal paste there as well. If you do these and the problem persists, check for malware with Superantimalware or Malwarebytes Antimalware and remove all findings.

The laptop is completely new, so I'm sure it's not related to dust/thermal paste or any overheating
Apps have been updated to the latest version
Also Laptop has been reset multiple times
It was fully reset, and since it's a corporate laptop, it has latest updates/software/drivers installed + windows defender is always on
And no other 3rd party apps have been installed at all
So this is rather hardware issue

P.S. Do logs attached have anything to explain the issue?

If it's a Corporate Laptop, I think I'd be inclined to ask for a new one. Jus sayin'
It may have a factory installed defect!

Good Luck

If it is new and under warranty, it wouldn't harm to return to the shop, describe the symptoms and ask for a replacement.

Would call Dell Customer Support.

I recentlly had to call about a screen resolution issue on a new laptop and found their customer service to be excellent.

Agreed! A new laptop shouldn't have these problems, and you shouldn't have to jump through hoops to make it functional. Have Dell send you a new one!

spapakons said:

If it is new and under warranty, it wouldn't harm to return to the shop, describe the symptoms and ask for a replacement.

Click to expand...

I have already brought it to the shop (which is official representative) and described all the issues
They took it for a week, but according to them, were not able to reproduce it (which is probably true since it doesnt happen every day)
So they just returned it to me
However, the issue is still present
Yeah, it's completely new one

@temcha - No way! Okay, so I'm a cert. IT, and a client has this Vostro 7620 - got it new about 4 months ago...
SAME EXACTLY ISSUE!! ALSO client gets the Complete lockup/Freeze (often showing heavy ARTIFACTING in last image on screen) (No BSOD, tell tale sign of hardware issue vs Ones&Zeros) (Event viewer ONLY shows "Kernel Power Loss", as it has no chance to know what truly happened) While using Zoom or TEAMS - these programs use video card heavily for background blur... History:
We opened Dell support ticket; they did their remote support stress tests (20 minutes stressed max) - ALL OKAY, they tried closing ticket; so I rolled up my sleeves and did an endless Teams Meeting on it with myself. After FOUR (x4) hours, voila, FREEZE with Artifact! So I pushed, with more photo's of screen lockup, and Dell agreed to send on-site tech. On-site Dell Tech (apparently) replaced MOBO (all built in components); talking with client today... FREEZES AGAIN on Teams meeting!!
MY HYPOTHESES: Dell has a bad-batch! lmao. I've seen this before with Lenovo - get a (confirmed myself via serail#) replacement NVIDIA GPU and the replacement was worst. As a "Bad Batch" story I've experienced first hand. So yah... another case of a entire BATCH of GPU's (or whatever hardware) that is, to some extent, contaminated with lemons... sitting on a shelf...
Lord save us

I tried to help a friend with a Dell Desktop computer a few years ago. It would freeze up, crash, etc. with no real rhyme or reason.
He had talked with someone at Dell and got nowhere.
So I called them, from the standpoint of a professional computer tech.
I finally got to someone with more than the IQ of a rock, and he told me that "Oh yes, that model has a bad CPU. We'll replace that PC with a new one and you don't need to send the old one back." Bad CPU? They had known that since that model was put on the market and did not issue a recall. They only replaced the ones where people demanded it. Since then I've not trusted Dell.

I wound up getting the bad PC. I just scrapped it out for the parts I could use. And the rest went to the dumpster.

Sometimes the only real FIX for a bad PC, is a new one. (Brand name not withstanding)

Good Luck,
TM

csun said:

Would call Dell Customer Support.

I recentlly had to call about a screen resolution issue on a new laptop and found their customer service to be excellent.

Click to expand...

I had just the opposite experience. WiFi adapter intermittently after BIOS upgrade - worked fine after returning to the old BIOS. I worked with Dell support off and on for over 8 months. They never did find the problem and didn't seem interested in diagnosing the problem - just standard stock suggestion like reinstalling drivers and finally doing a clean install of Windows. (None of their suggested solutions helped.) I finally found a web page suggesting a similar problem was caused by Dell-provided 3rd party bloatware. I deleted the software and the problem went away.

For me, Dell support was useless.

Sounds like you need the computer swapped over. Do work need a report of a fault before they'll do it?

They are not going to just replace the computer, you must prove it is faulty or they find out, and even then they have the right to offer a part replacement (motherboard or whatever), you cannot demand replacing the whole thing. If they can repair it, even for a few days or months, they can also do that instead of replacing the part.

This is my first Dell (Inspiron 3500 1511) and my last. Besides the screen resolution issue (replaced screen) last week the screen became detached from the frame for no reason. No drop or mishandling. Laptop never leaves home. Repair indicated the rivets became loose.

This is a budget, low end laptop ($375 last Oct, Intel i5, 8gb) but the display and build quality are proving to be substandard. Both the resolution and frame issue have been common with this model. My research was not thorough enough because I was quickly in need to replace a 9 year old Toshiba which was great.

But in both instances, customer service was great. The person I communicated with and a technician was at my home within 24 hrs. Likely because they knew of the issues with this model.

You were just lucky that the panel didn't break. I have read elsewhere that the panel was broken and wasn't covered by the Warranty. The owner had to pay for the repair and the new panel!

@impo1106
So what was the final decision of Dell techs? Did they do anything about it?
I've brought my laptop to the store and they took it for the motherboard replacement (even though I'm kind of thinking it's external GPU related stuff)
But now it sounds like it will not work at all

Times have changed when it comes to dealing with Dell Customer Support (or any OEM support), been there, done that, got a closet full of T-shirts. In Aug, 2021 I bought a new Optiplex as Optiplexes had served me well for 25 years. I dealt with lower tiered support for 8 months. Their standard modus operandi is to change the motherboard which they did 3 times. I kept meticulous records of all my problems and the crap I went through. I then typed a detailed 3 page letter to Bill Scannell, President Global Sales & Customer Operations with a CC to Michael Dell, One Dell Way, Round Rock Tx 78682. I explained step by step the misery I had been through more to vent rather than expecting anything to come of it.

Within a week I was assigned a senior engineer who actually knew his posterior from a hole in the ground. This all happened during the height of the pandemic when much of Dell was closed and they had no one in their lab to set up a test system exactly like mine. I guess he could tell I wasn't a total flake so he asked if we could try to resolve it using my system. As I had upgraded from 10 to 11, he had me restore the factory partition and away we went. He had an entire duplicate set of components shipped to me. We tested and changed hardware for over a week, but my problems remained... Long story short, my issues proved to be 2-fold. He shipped me a second set of ram but of a different brand which fixed one issue and a new bios was released a week later that fixed everything else.

The key factor is to not accept their lower tier support. They are a waste of your time when you're dealing with anything complicated. Once you can get to someone with some knowledge they will stay with you until it's resolved. The problem is managing to get to them. It's like pulling teeth.

There is probably a similar route, but here in Greece when we want a company to help us and doesn't, we file a report to Consumer's Protection Agency (called Consumer's Institute) and then they call them. If they don't proceed with resolving our issues the Agency will take legal action, so they do their best. Dell Support here in Greece was perfect every time I needed it. I had to file a report a couple of times for Lenovo's lousy support.