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General discussion

XP SP3/Vista SP1 issue - pwr mgmt?drivers?

Feb 12, 2009 1:17AM PST

Got about 25-30 Dell Latitude 830's here (all new). All running XP sp3 or Vista sp1. Have some HP's as well(don't recall the model).

Issue is:

After the machine has been left alone for some time (at least long enough for the screen saver to kick in, which by default is set to 20 minutes, but the delay required may be more than that 20 minutes), you move the mouse or hit a key to clear the screen saver. The screen saver immediately goes away, leaving you with a blank desktop or blank wallpaper with a mouse pointer. At this point, you would expect to see a dialog box with the title "Computer Locked" that says "This computer is in use and has been locked. While it's in this state, the machine is not frozen: the mouse pointer will move, and the machine can be accessed over the network.

If you wait long enough, which I've found to be on the order of 30-45 minutes or so, you will eventually see that "Computer Locked" dialog box, provided you move the mouse occasionally to prevent the screen saver from kicking in again.

At this point, you can press Ctrl-Alt-Delete. However, nothing will change for another 45 minutes or so. After waiting, you'll be presented with the "Unlock Computer" dialog where you can enter your User name and Password. At this point you'll (immediately?) see your desktop again.

Other behavior I've noticed: Launching new programs takes a very very long time. For instance, you can run regedit.exe, but you won't see a window appear for a very long time. If you run Task Manager or Process Explorer, you'll see the regedit.exe process exists, but it does not have a window yet. I've also seen where you can launch cmd.exe and you'll get the black cmd window, but it takes a very long time before you actually get the C:\ prompt inside that window.

While the computer is in this state, there is no excessive disk activity, nor is the CPU busy. (I checked disk activity with the LED. I checked CPU by running pslist from a remote computer. The CPU showed almost 100% idle.)

The machines I've seen it on have been configured to not go to sleep when on A/C power, which is why I say it doesn't have anything to do with Power Save/Sleep mode. You could argue that it has something to do with the display going to sleep, but I know I've had at least one case where it happened before the display went to sleep.

I ruled out the image, as well as most of the software in the image (such as Nortel Contivity, etc). On Monday I formatted a D630 and took a Microsoft XPPro+SP3 CD and installed a totally default version of XP on it. I installed four drivers from Dell: Network, Chipset, Video, Audio, as well as the Notebook System Software. I didn't install any Microsoft updates. The only other setting I changed was the power settings so it wouldn't go to sleep. I joined it to the domain. The next morning, the machine was in that same state I described above.

So far, it appears that the problem will not occur if the machine is not joined to the domain (i.e., it's in a workgroup).

ANY THOUGHTS? ANY HELP?

Discussion is locked

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All new = NOT YOUR PROBLEM.
Feb 12, 2009 1:22AM PST

I read your post twice and you have a fine warranty issue.

Make that call and make it simple. "I have my 25 new Dell machines and they are all locking up. I need to resolve this in the next 5 days or I'll have to ask for a full refund so we can replace them."
Bob

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response
Feb 12, 2009 1:27AM PST

Don't really see this as a warranty issue due to the fact that it's not JUST Dell laptops - we have Hp's doing the same thing. all are NEW - and have XP SP3 or Vista SP1 - those are the only things in common really that I have concluded. I was thinking maybe driver incompatibility with the SP's or perhaps a power management issue(but sleep and hibernate are off)

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NEW is the issue.
Feb 12, 2009 5:02AM PST

You have a warranty. Use it.

New machines should not lock up like you noted so give the maker a ring and you may be offered drivers, a setting they keep on the shelf.

Your issue is simple. Let's keep it that way.
Bob