Dell Latitude 7390 running Ubuntu 18.04.6 fresh install system non-recoverable after screen lock and screen completely fades to black or after system goes into sleep

[Attila]

This is a fresh install of Ubuntu 18.04.6 on Dell Latitude 7390.

The system is non-recoverable after it goes into sleep. Or after the screen is locked by the user and after it fades to complete black. System becomes unresponsive, no mouse or keypress will get the system back on to work.

If the systemctl suspend is issued, the system will not wake up again. Hard reset is needed.

If Ubuntu 18.04.6 is booted from live USB, the same is happening.

Sometimes, when the system is rendered unresponsive as a result of any of the above, the power led is sending the message of "processor failure" (2 x amber blinks followed by 1 x white blink).

Any help is greatly appreciated! I will keep the system as is, without applying any updates for now.

ProblemType: Bug
DistroRelease: Ubuntu 18.04
Package: linux-image-5.4.0-84-generic 5.4.0-84.94~18.04.1
ProcVersionSignature: Ubuntu 5.4.0-84.94~18.04.1-generic 5.4.133
Uname: Linux 5.4.0-84-generic x86_64
ApportVersion: 2.20.9-0ubuntu7.26
Architecture: amd64
CurrentDesktop: ubuntu:GNOME
Date: Tue Dec 27 01:13:12 2022
InstallationDate: Installed on 2022-12-26 (0 days ago)
InstallationMedia: Ubuntu 18.04.6 LTS "Bionic Beaver" - Release amd64 (20210915)
SourcePackage: linux-signed-hwe-5.4
UpgradeStatus: No upgrade log present (probably fresh install)

[Attila (usingubuntu)]

Having Ubuntu 22.10 and 22.04 booted from a live USB will freeze before or little after the graphical interface is displayed. Hence, I tried an older version, namely 18.04.6.

[Chris Guiver (guiverc)]

> Any help is greatly appreciated! I will keep the system as is, without applying any updates for now.

Thank you for taking the time to report this bug and helping to make Ubuntu better.

Bug reporting is about finding & fixing problems thus preventing future users from hitting the same bug.

I suspect a Support site would be more appropriate, eg. https://answers.launchpad.net/ubuntu. You can also find help with your problem in the support forum of your local Ubuntu community http://loco.ubuntu.com/ or asking at https://askubuntu.com or https://ubuntuforums.org, or for more support options please look at https://discourse.ubuntu.com/t/community-support/709

[Attila (usingubuntu)]

Thank you, Chris!

I have reached this far with this thread thanks to the #Ubuntu channel on irc.libera.chat - I got lots of help from them.

Further to my bug report, I wanted to add the below:

1) I tried nomodeset GRUB option, booting once; the result was, if the system (graphical desktop interface) faded to black screen due to no activity, the screen was black, however, I could still see a slight illumination, meaning not pitch black. In this state, I was able to easily and quickly log back in to the desktop environment. HOWEVER, if I issued the "systemctl suspend" command, the system went into sleep and there was no return. I had to do a hard reset (press power button for 5 seconds to shut the system off and then just restart it).

2) I also tried to adjust settings in the graphical desktop environment, and if I set the Screen Blank to never and Dim Screen to off, the system would not fade the screen, due to inactivity and so, it would keep on running smooth - only tested it for a little while as it is a fresh install, on a new posession -> Dell Latitude 7390.

3) Hardware info:
   a) CPU: Intel 8th Gen i7-8650U CPU @ 1.90GHz 64-bit
   b) Graphics card: Intel UHD Graphics 620 (rev 07), lshd says the driver is i915 (when nomodeset WAS NOT ADDED AT BOOT TIME)

Looking forward to comments and requests! Thank you!

[Erich Eickmeyer (eeickmeyer)]

> Sometimes, when the system is rendered unresponsive as a result of any of the above, the power led is sending the message of "processor failure" (2 x amber blinks followed by 1 x white blink).

Based on this, your CPU is failing. Unfortunately, this is not something software (Ubuntu) related, but hardware related. Your Dell Latitude 7390 laptop hardware is failing and the computer motherboard likely needs replacement. Sometimes this happens from age or use, or simply manufacturer defects that don't show up for years.

Sadly, I will have to close this bug as "Invalid" since it's not an Ubuntu bug, but rather a hardware failure. Additionally, this bug report is no place for such a discussion (as with any bug tracker), so unless there's further irrefutable evidence that points to this being an actual bug with Ubuntu and not a hardware failure as evidenced, please comment, otherwise keep this bug report closed.

Coming to this conclusion is always hard because, from the Ubuntu side, it means there's nothing more we can do to help you. We do, however, thank you for your bug report and helping to make Ubuntu better.

[Attila (usingubuntu)]

I had Windows 10 Pro on this Dell Latitude 7390 which worked fine. I then booted 18.04.6 from live USB and had Ubuntu running good and well, have done an OS backup of Windows 10 and then went ahead and installed Ubuntu 18.04.6 on it, wiping everything off. Ubuntu 18.04.6 runs well on this laptop now UNTIL IT GOES INTO SUSPEND / HIBERNATE. After which won't wake up as expected. Instead, I have to do a hard reset and boot the system again. My hardware knowledge isn't that great, however, I believe this it not a hardware fault? Win 10 would have issues too? And Ubuntu would have issues too, prior to going into suspend / hibernate? Moreover, the "processor fault" could result in some command it gets when trying to the system into suspend? Moreover, why would Ubuntu 18.04.6 boot from a live USB stick and 22.04 or 22.10 wouldn't or if it does, will freeze shortly after showing the graphical desktop? I can restore Windows 10 and keep it as such, I just like Linux, esp. Ubuntu.

[Attila (usingubuntu)]

The Dell 7390 has a built in diagnostic tool that I ran with no errors found. Moreover, if this would be a hardware issue, it would be possible to just freeze the 18.04.6 system in a different way too!? I can leave it on and hope it stays on, running, however, after a while it goes into sleep mode, from which is not possible to wake up? I have googled a bit and found a similar scenario from another user as well.

[Attila (usingubuntu)]

I downloaded and installed Ubuntu 16.04 on Dell Latitude 7390 and with this version of Ubuntu, the laptop seems to be running fine EVEN after suspend. It goes into sleep and wakes up without ANY errors or malfunction so far. I am looking forward to any suggestion or tips if you have.

[Alex Murray (alexmurray)]

By marking this bug Private Security it is not able to be seen by the required developers - I am marking it public again as there doesn't appear to be anything security relevant here.

[Attila (usingubuntu)]

By searching on google I could see others have similar issues:

https://www.google.com/search?q=ubuntu+does+not+wake+up+after+sleep

[Attila (usingubuntu)]

Hey everyone! For anyone who is experiencing these same issues, a handy solution has been found by Benjamin Renard, see his comment #6 on:

https://bugs.launchpad.net/ubuntu/+source/linux/+bug/2006994

Or, directly via https://bugs.launchpad.net/ubuntu/+source/linux/+bug/2006994/comments/6

Any updates and other ideas solutions are welcome here! :)

Have a great week!