Failing (or failed) Dell Latitude E5570 (2016 vintage)

[britechguy]

I got a call from a client reporting that this laptop, "turned purple, and died," by which I'm relatively certain at this point was meaning to say the screen took on a purple cast then the machine shut down. The LED at the charge port illuminates when the charger is plugged in, and if you attempt to power up the machine the battery and power LEDs both briefly flash, the machine does not start, and the battery LED flickers orange and then goes out.

There is not even so much as the Dell splash screen indicating POST is occurring though the screen does have a flash of the backlight, very briefly.

Since this is a business class machine, 4 years seems very premature for major failure from a Dell, but this screams something having died on the motherboard to me. And of a "catastrophic and uneconomical to even attempt to repair" class of failure, too.

Opinions?

 

[Sky-Knight]

I've got one of those in service, and it's gone through 8 main boards. I've never had such a problem with Latitudes, but that thing... yuck.

There's also a USB port on the right side near the rear corner that loves to break.

So glad I sold it with a 5 year warranty... because Dell keeps fixing it. But once that warranty is dead, so is the unit.

 

[britechguy]

@Sky-Knight,

Thanks very much for that information, as it both confirms my suspicion and adds a data point about an uncharacteristic behavior in a single Dell laptop.

I will await additional input just to see if there are more data points to be had, but yours is enough for me to advise the client to "ditch the thing" given what is known.

 

[Sky-Knight]

@britechguy To be clear, I haven't had any POST issues. The mainboard has been replaced in that unit explicitly for that one busted USB port. There was one exception where the charge controller went nuts... but I think that was just a defective board. That specific board was rather annoying to update the BIOS on too... the rest... dead USB port in the corner.

 

[sapphirescales]

Hm. I've got a few dozen 5570's out in the wild and haven't had any problems with them. Broken USB ports are extremely rare. @Sky-Knight's client must be really rough on it. I don't see how that's Dell's fault though. I personally own an E7470 and I haven't had any problems with that one either.

 

[britechguy]

Well, regardless of what "the track record" of the model happens to be (which I'd be curious about what others have experienced), what's the opinion based on the symptoms described?

To me, based on what I know and what I've been able to tease out, I'd be most inclined to declare the machine "toast." If not, I certainly don't have the kind of equipment necessary to do a postmortem (which could easily cost a fortune even if I could).

If someone else believes this machine may still be viable, then where should I point the client next, because this would definitely be a "refer out" from me no matter what. I just have no idea who I'd refer out to, and I strongly suspect that the result will be a "toast" declaration, but at least it would come from someone who has the kind of equipment needed to do this sort of diagnosis, and it would be up to the client if they wanted to go that route after it's offered.

 

[fincoder]

where should I point the client next, because this would definitely be a "refer out" from me no matter what

I assume you've tried a different charger and turning on without the battery connected. If so it looks like a mainboard fault.

In cases like this, i.e. a premium or commercial-grade model that isn't old, I suggest to customers that it's likely a failed mainboard and not worth repairing, but if they want a proper diagnosis and quote they need to request service from the manufacturer (Dell). Warranty service techs can do quotes for out-of-warranty repair but there is a fee that's payable if the quote is rejected (something like $150-$200).

 

[sapphirescales]

Well, regardless of what "the track record" of the model happens to be (which I'd be curious about what others have experienced), what's the opinion based on the symptoms described?

I'd check the battery/charger. Try to start the computer with the batter disconnected with a new charger. If it still won't turn on, then I'm guessing the board is toast. I assume by "not turn on" you literally mean it's not turning on. If you're sure it's not turning on at all this won't help, but you might want to test it using a monitor. It's rare but I've seen LCD's display a single color on the whole screen when they die.

If you want to take this further then use a multimeter and test to make sure the laptop is getting enough power through the DC jack. It might just be a jack issue.

 

[Sky-Knight]

@sapphirescales That as my assumption as well, but in all cases there was zero evidence of physical damage.

Usually when a client breaks a USB port, it's busted. These things looked perfect, just didn't work.

 

[sapphirescales]

These things looked perfect, just didn't work.

Ah, now that's different. I don't know what to tell you. So these aren't on a daughterboard of some kind? The port that fails is part of the actual motherboard? That really sucks. Still, after 2 motherboards I'd be looking for some sort of structural defect with that laptop. Maybe it's flexing and getting shorted out or something. But 8 FREAKING MOTHERBOARDS???? Yeah, there's something wrong there. Time to toss that thing and get something else.

 

[Sky-Knight]

Ah, now that's different. I don't know what to tell you. So these aren't on a daughterboard of some kind? The port that fails is part of the actual motherboard? That really sucks. Still, after 2 motherboards I'd be looking for some sort of structural defect with that laptop. Maybe it's flexing and getting shorted out or something. But 8 FREAKING MOTHERBOARDS???? Yeah, there's something wrong there. Time to toss that thing and get something else.

All one board, rather tiny... I sprung for a replacement lower tray for it ($40) just to see... I never did figure it out. As I said its owner just decided that port was never going to work and stopped having me fix it. The unit has been perfect otherwise.

 

[britechguy]

The machine is not in my physical possession at the moment, but according to the documentation I can find this one does not have a "pop out" battery, so I have no intention of doing a teardown to try without the battery.

I do have a Dell power block that I believe is compatible with the machine, but I have yet to see a power block be the issue when the power present LED glows on the machine and you get any sort of reaction, however fleeting, when you attempt to power it up.

I truly appreciate all of the feedback I've received.

 

[Sky-Knight]

It's been awhile since I tore into the one I had, but I don't recall it being that hard. I recall it being one of those units that you just remove the screws and the bottom plate pops off whole.

But, I'd take that with a grain of salt, I've slept since then and my memory is notorious.

 

[britechguy]

Your memory is correct. See: https://www.dell.com/support/manual...a72f26-9012-4f6c-b689-84244c6cafed&lang=en-us

 

[britechguy]

And just to bring things to a close, the current owner's father got involved, as it was his laptop previously. He said that it also had a docking station, and was doing nothing differently when docked, and that he'd tested the power supply with a multimeter and that the readings indicate it's putting out what it needs to put out.

So, I've officially given the "toast" declaration. A new machine is being ordered and data transfer services have been offered once it arrives.