Adalani
Copper

Alienware 17 R4 Black Screen on boot

So, since I submitted a support ticket FOUR WEEKS ago, and haven't even gotten a response yet (although having premium support), I will explain my issue here, in the hopes of getting a quick response.

 

So, sometimes, upon booting up, my laptop just boots to a black screen, although everything else (the trackpad, the keys) are lit up.  I have to do a hard reboot to solve the problem.  I've had this laptop fixed once already, because the fan was overheating.  This is the SECOND Alienware laptop that I've gotten that's had screen issues.

 

I would love a fix for this or a NEW laptop.  I'm awfully disappointed in this 4k$ investment.

 

Thanks in advance.

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9 Replies
Moderator
Moderator

Re: Alienware 17 R4 Black Screen on boot

Hi @Adalani,

Make sure the BIOS is up to date. 

Try running an ePSA/Diagnostic test on the system, click here to view a Dell article that explains how to run this test. Let us know if you receive any errors. 

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Re: Alienware 17 R4 Black Screen on boot

Hey man, I got the same problem, manage to fix it by going to device manager and disable the Intel GPU

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Adalani
Copper

Re: Alienware 17 R4 Black Screen on boot

I Do have the most recent BIOS, but I always get notifications to update it. However, even when I update it - again - I keep getting notifications to do the exact same update. I did the screen test many times and found nothing wrong. 

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Adalani
Copper

Re: Alienware 17 R4 Black Screen on boot

Will that affect the performance of my laptop, in a bad way?

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Adalani
Copper

Re: Alienware 17 R4 Black Screen on boot

Since I haven't gotten a response in a while, I will post an update.


For a while, I was certain that the problem was my Western Digital MyPassport external hard drive that was causing the boot up issues.  After having unplugged it from my laptop and tested out my laptop a few times, it seemed to have been running fine.  However, the same problem occurred today, but I don't have my external hard drive connected to my laptop.

The only cause I can think of would be the fact that the new I bought has an integrated USB hub, which I connected to my laptop, and connected my mouse and headset to said hub.

I'm on the verge of completely reinstalling Windows, but I want to see if there is anything I can do before I have to resort to that.

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domitca
Bronze

Re: Alienware 17 R4 Black Screen on boot

Hi there,

I can try helping you out but could you give me some more info on the situation? where in the boot process are you experiencing this issue? is it after the BIOS posts or before that? I'm using the same model of laptop and dont experience the issue, so if you could also link your specs that may help as some cpu's can be OC'd on this model and we want to rule out any variables for instability.

For the sake of it i would unplug any peripherals you have connected, reboot into safe mode and see if you still experience the issue.

Additionally you can also set the default values in the bios (although keep in mind this may cause the system to not boot depending on how its configured)

Heres a guide on how you can get into safe mode: https://www.digitalcitizen.life/4-ways-boot-safe-mode-windows-10


Regarding the above comment to disable your intel gpu in windows device manager, you can definitely try this and it may help. You shouldnt notice a performance difference as the system will just use your Nvidia Geforce gpu instead and its only for testing so this affect may only be temporary.

 

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Re: Alienware 17 R4 Black Screen on boot

I have the same issue. I have Alienware 17 R4. run all support assistant found nothing. I came up with a solution of my own so that the hard resetting doesn't damage ur system.

I am assuming u have face ID on

when the black screen happens next time, just let the system run. Get in front of the screen for face ID recognition(tobbi eye tracking light will blink) . after it all sets up with still black screen just press and release the power button and don't long press it for hard reset. This will put ur system to sleep. Wait for 5 seconds and press the power button again. Now ur system should boot up just fine. I know its not a permanent solution as dell don't have a solution for us on this problem, but this process will not damage ur system for sure.

 

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pjkbd
Copper

Re: Alienware 17 R4 Black Screen on boot

I have the same problem.  My BIOS is up to date and I have no peripherals attached to my system.  After starting the Red lights for the eye tracker system are on and the system beeps but it says on the black screen.  I usually do a hard reboot and the second time it works.  I will try the sleep option and see if that works as well.  I am wondering if it is an issue with the eye tracker.

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Re: Alienware 17 R4 Black Screen on boot

If your PC powers on to a black screen. Simple fix... Close the lid, and open it again.... I get it here and there, used to get it a LOT on my ASUS.

It's a glitch as far as im aware in laptops.

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