Dell Optiplex 5080 Hardware freeze after installing KB4598242. Removal of update didn't fix
Original problem:
Dell Optiplex 5080 (20H2 W10). New in January worked fine until installation of KB4598242. Running Norton 360 and touch screen Dell display. The computer will freeze, no movement or input accepted. The keyboard lights will not toggle on USB keyboard. The computer has 3 Logitech nano devices connected (2 different solar powered keyboards, 1 mouse). Display port to VGA adapter - connecting Display. I have removed KB4598242 and restarted. I have made sure all BIOS and driver updates are installed. I have paused the Windows updates until the end of Feb 2021. Not even a minute into use the computer froze again. Sometimes it will work for hours just fine. It will freeze up while in the middle of use. I will be contacting Dell support later today when the computer is available to me. No BSOD ever happens, and no event log errors.
Update:
Windows updates is no longer paused, and updates installed. Instantly the problem has returned. Removed all USB devices except a hardwired mouse and keyboard. Still locksup. Temps are very low, even running Super Pi and other programs to generate heat and stress test. Low 60 celsius. No errors in Windows beyond the last system shutdown was unexpected. All drivers and BIOS updated again. Installed all optional updates. Not installing updates forever isn't an option, but it must be related to the January update.
Dell Optiplex 5080 (20H2 W10). New in January worked fine until installation of KB4598242. Running Norton 360 and touch screen Dell display. The computer will freeze, no movement or input accepted. The keyboard lights will not toggle on USB keyboard. The computer has 3 Logitech nano devices connected (2 different solar powered keyboards, 1 mouse). Display port to VGA adapter - connecting Display. I have removed KB4598242 and restarted. I have made sure all BIOS and driver updates are installed. I have paused the Windows updates until the end of Feb 2021. Not even a minute into use the computer froze again. Sometimes it will work for hours just fine. It will freeze up while in the middle of use. I will be contacting Dell support later today when the computer is available to me. No BSOD ever happens, and no event log errors.
Update:
Windows updates is no longer paused, and updates installed. Instantly the problem has returned. Removed all USB devices except a hardwired mouse and keyboard. Still locksup. Temps are very low, even running Super Pi and other programs to generate heat and stress test. Low 60 celsius. No errors in Windows beyond the last system shutdown was unexpected. All drivers and BIOS updated again. Installed all optional updates. Not installing updates forever isn't an option, but it must be related to the January update.
- It could be due to Norton 360 bogging it down or encountering freezing. Try running a scan then temporarily disable it and monitor if it performs better just with Windows Defender or without Norton.
- You could also try putting Ubuntu or another OS environment and see if it freezes it up. If it does it on a fresh install as Kimputer suggested or another OS then its probably a hardware defect or issue that Dell should help address\replace.
- Maybe it’s a power supply unit problem or power supply issue too.
ASKER
The computer was brand new in Dec 2020, worked flawless until Jan update. Removed Jan update and worked flawless until updates started installing again. It's not Norton. We run hundreds of Norton 360 without incident. Dell is ready to start replacing hardware, but even they don't know which part to start with.
The problem with many of the ideas, is this a business computer that has constant demand on it. The errors usually happen after 3-4 hour of use. Ubuntu doesn't allow for any of the business environment. So it won't happen. No power fluctuations have been seen during data logging (Doesn't rule it out). Last time I had a machine like this it was a faulty CPU. Dell will probably replace everything else first. The computer doesn't even have to be in use to freeze (Idle / No screen saver).
The problem with many of the ideas, is this a business computer that has constant demand on it. The errors usually happen after 3-4 hour of use. Ubuntu doesn't allow for any of the business environment. So it won't happen. No power fluctuations have been seen during data logging (Doesn't rule it out). Last time I had a machine like this it was a faulty CPU. Dell will probably replace everything else first. The computer doesn't even have to be in use to freeze (Idle / No screen saver).
ASKER
Kim, in response to try another drive... We have plans to install a new SSD with clean OS if nothing improves this week. I have been doing a lot of testing on the existing SSD, but no errors. Jazz & Kim, if you had to guess on one piece of hardware for Dell to swap what would your vote be? I will start with that.
The CPU perhaps if it happened before on a similar station. Did sfc /scannow find any errors — some of the repair commands like DISM etc? Tough because a process of elimination is needed and it’s a fairly new station. Does sound like a possible hardware defect or OS glitch though. Its probably very unlikely but it’s possible for Norton to miss detecting a virus causing the freezing too, just a thought I had. It doesn’t sound like bad RAM or a memory issue. I recall one time a station froze and a new SSD + fresh OS fixed it, but completely different model and that was a while back.
if it freezes; there will be no dmp file imo, but worth looking; you can also inspect eventviewer for errors
to troubleshoot the hardware - make a list of things done - and to do and, try swapping ram, or run with 1 stick at the time,
swapping disk is a good next step, and disconnect all hardware not needed, like cd drive, external devices so you can eliminate many things
to troubleshoot the hardware - make a list of things done - and to do and, try swapping ram, or run with 1 stick at the time,
swapping disk is a good next step, and disconnect all hardware not needed, like cd drive, external devices so you can eliminate many things
ASKER
Correct Nobus. No dump files. It does NOT BSOD, it freezes.
All devices were disconnected except keyboard & mouse. Still happens. Even tried different keyboard & mouse. Removed all USB nano receivers. Disconnected USB hub.
I have excellent diagnostic for RAM, but needs at least 24 hours to run.
Never heard of a virus that would freeze the computer, only BSOD. Gut feeling is SSD replacement right now.
All devices were disconnected except keyboard & mouse. Still happens. Even tried different keyboard & mouse. Removed all USB nano receivers. Disconnected USB hub.
I have excellent diagnostic for RAM, but needs at least 24 hours to run.
Never heard of a virus that would freeze the computer, only BSOD. Gut feeling is SSD replacement right now.
if that is not the cause - you're probably looking at mobo failure; or cpu (very rare)
SSD is possible, but mostly I'd go with motherboard manufacturing error, if freezing is the problem. Though it should always freeze, not only after a Jan update. So it's still a very strange case.
ASKER
I have only had 1 CPU failure in the last decade. We care for almost 500 computers at any one time.
Going to talk with Dell about mobo replacement first.
Going to talk with Dell about mobo replacement first.
i have had a problem that an SSD stopped working - but worked ok after reformatting
ASKER
was on site to test power today. tested fine. had a discussion with end user, and now she says it has never worked 100%. it worked better at times vs recently much worse again. I might just replace the entire computer and bring it back to shop for evaluation.
Diagnosing is not your job anymore, if it's from the start. Dell is now 100% responsible for a replacement or repair. Just as I said in an earlier post "Though it should always freeze, not only after a Jan update."
yes, you should use the Dell warranty for a replacemant or repair
ASKER
Dell yesterday announced a known issue resulting in this exact problem on the 5080. No details on what hardware configurations are effected, only that this machine fits the specs. They had me change the BIOS settings as follows:
Advanced Configuration >
ASPM >
DISABLE
Advanced Configuration >
ASPM >
DISABLE
ASKER
So far so good. No hardware freeze reported since the change.
that starts looking good !
ASKER CERTIFIED SOLUTION
membership
This solution is only available to members.
To access this solution, you must be a member of Experts Exchange.
It could be just hardware errors that just happed to start at the time of the Jan update installation.
To be sure if it's the update, or real hardware, get a spare disk, install Win10 20H2 freshly on it. If it freezes just the same, time to get Dell Support to exchange it.