I’ve recently encountered a pretty new issue involving some Dell laptops where the system will simply hang at a black screen, completely blank, when a shutdown or restart is initiated. This behavior occurs following the installation of the free Windows 8.1 update. There is no evidence present in the Event Log or anywhere else to indicate what might be to blame, and nothing on the internet that I could find references the issue.
In my case, I encountered the problem while setting up around 10 Dell Latitude E7240 (Latitude 12 7000 Series) notebook computers for my clients. The solution, as it turns out, is pretty simple.
As usual, it’s a driver which is to blame for the problem. I first stumbled across the solution while troubleshooting when I decided to disable the wireless adapters (Wi-Fi and Bluetooth) using the hardware wireless switch on the side of the computer before shutting down. You’ll notice that while Airplane Mode is on, the system reboots/shuts down just fine.
It’s because of the Dell Wireless 1601 WiFi/BT driver that’s preinstalled; for whatever reason, the Bluetooth portion of it is incompatible with Windows 8.1. Explicitly disabling Bluetooth also fixes the problem, confirming that this is the source of the issue.
To correct it once and for all, here’s what you need to do:
- Download this driver from Dell.
- Choose to Extract Without Installing and specify a location of your choice.
- Wait a few seconds for the confirmation dialog to appear, then click View Folder.
- Double-click the Install_CD subfolder to open it.
- Run setup.exe and follow the instructions.
- Reboot the computer.
The problem is solved!
I presume this most likely affects all Dell computers running the A01 version of the driver. I hope this solution has helped you!