My company has gotten in a bunch of latitude 5320 and 5520 laptops. While working on imaging them with the companies custom windows image, I am running into some trouble and hoping someone might be able to help.
The machines image fine but when closing the lid if an account is logged in, after 5-15 minutes the machines will restart. Originally I was presented with a WHEA Error when opening the lid, but I was able to uninstall the video driver and then manually install it to correct the WHEA Error.
When looking in the event log I get Volmgr 161 Error "Dump File creation failed due to error during dump or creation"
I have installed dell command update and ran all the updates for the machines I am testing on. What's interesting is I can leave the laptop lid open let the machine sleep, and I get no errors. If I turn off the lid switch option in BIOS I also get no errors, but then it doesn't go to sleep/lock when the lid closes, which is what we want to have happen.
I am imaging with Windows 2004 that works on all previous dell desktop and laptops, but not the 5X20 line. I have also installed fresh image of windows 20H2 with no customizations and I have gotten the same errors.
Has anyone else been having simile issues with their 5X20s and gotten it resolved?
I wanted to provide an update on this since I have seen others having similar issues with XX20 models. Mostly 5X20 or 7X20.
I traced the issue down to the machine being in AHCI instead of Raid. I loaded up the dell recovery USB media on a raid machine and was stable. I switched the machine to AHCI reloaded the image, and the machine started to crash when the lid was closed. Replicated the issue on 2 other machines with the same results.
Working with pro support I was told that AHCI is not supported on SSDs despite our 5520s having the exact same model of SSD as our 5510s, and the 5510s have no AHCI issue. Our 5320s have a different model but same spec SSD as our 5310s, which once again had no issues.
After working for the last month with pro support here is the final message I got from them - "I regret that Dell does not support custom images. Since the system works with Dell's OEM image and your custom image works with the Raid setting, there is not much more we can do. Please, create a new image using the Raid settings."
For any dell tech looking at this here are other people having issues with AHCI on the new laptop lines. There could be more, but I haven't checked.
Try updating system BIOS Note: Before flashing the BIOS please check the following:- - Battery should have 10% or greater charge - Adapter should be connected - No external devices should be connected - All other programs should be closed and documents saved
- Click http://dell.to/PoTbpnto download the latest system BIOS - Click on “Download File” - Save the BIOS on your desktop - Right click on it and select “Run as administrator” - Follow the prompts on screen to install BIOS (System may produce beep sounds and may restart) - Put the laptop in sleep mode and re-check results
@SJFieldOps just wanted to follow up that after 2 months I have given up and started working on a RAID image for these machines. I have gone through pro support and my account executive and they cannot get the ATS team to acknowledge the issue. The line they are following is "since it is a custom image there is nothing we can do" despite being able to replicate the issue with a fresh install of windows from USB and also from the dell recovery USB when using AHCI instead of raid.
I am hoping that eventually they release an updated BIOS or other driver that fixes the issue, but I have given up hope and need to get these ~40 machines deployed to users.
For anyone who comes across this, I did want to provide an update.
I spoke to a LVL 3 tech with Dell and they are aware of the issue and are starting to work on diagnosing and resolving the issue. Unfortunately there is no timeline for the fix, the work-around is using RAID instead of AHCI.
As soon as they have provided a fix, and I am made aware of it / tested it in my own environment, I will update this post and mark the problem as solved.
Our compagnie bought 3 latitude 5520 and all of those computers have this issue .. every driver, bios, windows ...are up to date. We reinstall everything from scratch .. nothing works...
PUClientAdmin
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Posted April 23rd, 2021 07:00
I wanted to provide an update on this since I have seen others having similar issues with XX20 models. Mostly 5X20 or 7X20.
I traced the issue down to the machine being in AHCI instead of Raid. I loaded up the dell recovery USB media on a raid machine and was stable. I switched the machine to AHCI reloaded the image, and the machine started to crash when the lid was closed. Replicated the issue on 2 other machines with the same results.
Working with pro support I was told that AHCI is not supported on SSDs despite our 5520s having the exact same model of SSD as our 5510s, and the 5510s have no AHCI issue. Our 5320s have a different model but same spec SSD as our 5310s, which once again had no issues.
After working for the last month with pro support here is the final message I got from them - "I regret that Dell does not support custom images. Since the system works with Dell's OEM image and your custom image works with the Raid setting, there is not much more we can do. Please, create a new image using the Raid settings."
For any dell tech looking at this here are other people having issues with AHCI on the new laptop lines. There could be more, but I haven't checked.
https://www.dell.com/community/Latitude/Latitude-5320-switching-to-HTTPSBoot-at-random/m-p/7857450#M32389
https://www.dell.com/community/Latitude/Issue-with-AHCI-Controller-on-new-Latitude-7420/m-p/7825987#M30918
https://www.dell.com/community/Latitude/Latitude-5420-with-missing-Standard-SATA-AHCI-driver/m-p/7831369#M31196