7 Replies

  • What about the drivers did you update those? Does this rely on a software to make the connection?  If so has that software been updated / does it work on windows 10?  Is the USB version 2 or 3 from the projector?  Is the USB plugged into the front or the back of the system?
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  • Eric7615​ - Thanks for the response!

    Yes, we've updated drivers. No other software relied upon to make the connection.

    The projector uses USB 2.0.

    USB is plugged into the rear of the system.

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  • So it is not just one Dell Optiplex 5090 that suffers from the lockup but more than one and so that tends to rule out a hardware issue. I think that the RAM on the old Dell Optiplex 3070 SFF was 4GB whilst the Dell Optiplex 5090 has 8 GB? Lockup issues can be caused by the RAM being full and to check that can you monitor the RAM in a Dell Optiplex 5090 in use to see if that is the case?

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  • 2300peterw​ - You are correct. There is more than one 5090 - we have 26 classrooms. We have not deployed yet because of this issue with our trial classroom. We have tested this with more than one 5090 to rule out one bad machine.

    Interesting take on the RAM. The 3070's have 8GB RAM, and the 5090s have 16GB RAM.

    I will see what I can do to monitor RAM on the test machine.

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  • 2300peterw​ - RAM stays at normal levels. (Monitoring via NinjaRMM.)
    Nothing in the event logs to show that anything is wrong.

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  • Had a look around at posts mentioning, "A pointer device has no information about the device it is attached to.” – Event ID 263" and many hits come up on it without any universal answer. There were some thoughts that might have helped. 

    1. One person changed their video driver to an earlier one and that helped them. Your 5090's will have a different video driver (maybe Intel ?) and is controlling more ports. I see from the spec that the PC has: Two DisplayPort 1.4 ports (rear) ●One VGA/DP 1.4/HDMI 2.0b port (rear, optional) ●One USB 3.2 Gen 2 Type-C port with Display Port Alt Mode (rear. optional). So can you try the Intel driver rather than Dell? Maybe change the port arrangement.

    2. Another person thought the problem was associated with the PSU. I think there are two options on the 5090's with different power ratings. Which one do they have?

    3. Another comment was to Dell to fix it since they are under warranty.  

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  • I'm also wondering if the video isn't the culprit here. These machines have two DisplayPorts and an HDMI port. Then there is a low-profile video card with another DisplayPort and two USB-C ports. On the 3070, we have one each of VGA, DisplayPort, and HDMI. No low-profile card.

    We don't need the ports on the video card. I'm going to try removing the card to see if it makes any difference.

    On another note, using Zoom seems to cause the lock up. Specifically, when we Share Screen and then use the pen, it consistently locks up after about 5 seconds of use. We tried all of Zoom's suggestions around both screen sharing and video problems (turning off hardware acceleration, and the like). No difference was detected. We also did a clean install of Zoom, too.

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