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20210
April 14th, 2015 06:00
Vertical lines on screen when on battery power.
Good Afternoon
I work in a Retail store and we sold a couple of Dell Laptops a while ago, from the 3 that we sold 2 has already came back with the exact same problem.
While the laptop is running on power the laptops run 100% but when we switch over to battery power the laptop will randomly switch to a sort of black and white display with vertical lines over the screen, the laptop still responds 100% but it is very difficult to see anything on the screen.
I was on the phone with Dell Support for over an hour doing the dell diagnostics and all hardware tested 100% fine on both Power and Battery Power. The Dell support agent then went through the process of updating the graphics drivers on the machine with me and the issue was still not resolved. The Support agent then logged on to the laptop remotely and went through all the graphics settings and so on but still no progress. Then he suggested that I do a full Windows Reset on the machine which I did which after the machine still did the same thing.
Has anyone had this problem before? It only happens on battery power so I suspect that it is either the battery doesn't supply enough power to the screen or the graphics card.
Please advise
Kind Regards
Francois
DELL-Terry B
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3.5K Posts
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April 15th, 2015 16:00
Without knowing the model of the system it is hard to say. A lot of the notebooks that are offered actually have twin GPUs, Intel HD graphics being the integrated chip in the processor and a discreet chip either AMD or Nvidia on the system board. Often enough power saving schemes are added so that while under battery only the integrated chip in the processor will be used.
If the only time that you noticed the problem was using battery, then it is likely a problem with the integrated video and you should download and install the latest Intel drivers. I have seen these drivers corrupted and it did take reinstalling Windows to correct the problem.
If you continue to have problems please report back and include the model of the notebook and we can troubleshoot further.
TB
Farmboy102
2 Posts
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April 17th, 2015 01:00
Hi Terry
Thanks for the reply, I did a windows re-installation and that did not help with the issue the problem was still on both laptops. I also installed the latest drivers for the Intel HD Graphics 3000 that is on the laptop, also it does not look as if there is any additional graphics chip on these laptops.
The two laptops are both Dell Inspiron 15's
Model Number: Inspiron 3521
Dell Model No: 3521-1886
I hope this helps.
Kind Regards
Francois
DELL-Terry B
6 Operator
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3.5K Posts
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April 17th, 2015 12:00
That is strange that you only have the problem while under battery. Reinstalling Windows should remove any driver corruption. I wonder if you change power themes, possibly to "High Performance" makes any difference?
This sounds more like a GPU issue than one with the LCD but you may want to test with an external monitor the next time that you notice this. Does the external monitor have lines or just the LCD panel?
If this continues you may want to consider a service, If you are in the US I will be able to help. I am going to send a friend request so if needed I can get your information.
TB