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brianms
2 Bronze

Inspiron 13-7370, LCD won't wake up

I have an Inspiron 13-7370 running Windows 10 build 1803.

If the display turns off due to the normal power saving setting, it won't turn back on.  I have to hold the power button down to force the machine to turn off, then reboot it.

This doesn't happen if I initiate a sleep or hibernate action (manually, or by closing the lid).  It only happens when the timer to turn off the display is triggered.  I've tried resetting the power plan to the default settings, but it made no difference.  I'm running the latest BIOS/UEFI version, and I'm running the latest graphics drivers from Intel for the i5-8250U (Intel UHD Graphics 620).

This started a couple of months ago.  The only thing I've been able to do is set the display to never turn off.  When the problem occurs, the keyboard LED lights up, but i can't get the display to come back on, and I can't get the system to rexpond to anything else.  (I've tried running commands with the display off, such as windows+r, shutdown -r -t 0, enter for a restart.  I've tried closing the lid then reopening it to try to trigger sleep mode.  Etc.)

Is this a known issue?  Is there an actual solution?

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92 Replies
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ZorakMantis999
1 Copper

Re: Inspiron 13 7000 (7370) Display Won't Wake Up

Did you ever find a solution to this?  Same problem and I'm getting **bleep**.

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K.LOVELL
1 Copper

Re: Inspiron 13 7000 (7370) Display Won't Wake Up

I had this issue recently on the 2018 build. I updated bios, reinstalled windows and spent hours on the phone with a tech. In the end I took it back and got a refund under warranty.
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Chrisg6674
1 Copper

Re: Inspiron 13 7000 (7370) Display Won't Wake Up

Ditto what Brianms Said:

"The problem is with the display turning off while the system is awake, in S0, before the timeout for suspend/sleep/standby triggers.  For example, if the display is set to turn off after 10 minutes of inactivity, and the system is set to enter suspend/sleep/standby (S3) after 20 minutes of inactivity, the display will turn off after 10 minutes and the system will become unusable unless the user holds the power button to do a hard shutdown."

This is the exact same problem I'm having.  Updating to the newest BIOS and reinstalling Windows 10 didn't fix it.  Is Dell going to address this, or should I just warranty the machine?

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brianms
2 Bronze

Re: Inspiron 13 7000 (7370) Display Won't Wake Up

I'm out of warranty, so I can't do anything but hope Dell acknowledges the issue and fixes it (or pressures Intel to fix it if it's an issue on their end).

If I could, I'd return it for a refund.  It's simply unacceptable for a battery-powered device to need the screen to be on all the time!

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Moderator
Moderator

Re: Inspiron 13 7000 (7370) Display Won't Wake Up

I have escalated this issue to the product team.

 

Please try changing the power plan to a custom one & check if the issue persists.

 

Have you tried installing an older BIOS maybe 2 version down to check if the issue persists with the older graphics driver.

 

Disable the discrete card & check if the issue comes up.

 

If the issue persists, please share the powercfg report.

 

 

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brianms
2 Bronze

Re: Inspiron 13 7000 (7370) Display Won't Wake Up

I've tried 3 or 4 BIOS versions at this point (including the latest).

I've tried several graphics driver versions at this point (including the latest) - both from Intel directly, and from Dell.

I've tried the Dell, Balanced, and custom power plan configurations.

The laptop does not have a discrete graphics card.  It only has the Intel integrated GPU.

I don't have access to the laptop currently, so I can't send an exact dump of the power plan, but there's nothing out of the ordinary.  Power button is shutdown, lid is sleep, display timeout is never (because of this issue), and sleep is 20 minutes / 30 minutes (battery/AC).  If display timeout is set to the default time (or any custom time), then when the timer is reached, the display times out and the PC is unusable until a shutdown is forced by holding the power button.  This happens on battery and on AC.

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NFLMVP
2 Bronze

Re: Inspiron 13 7000 (7370) Display Won't Wake Up

Chrisg6674

Based on how long this has been going on, you may want to return this or have it repaired under warranty. I would do so if mine wasn't already out of warranty.  Who knows when, or even if, this will be resolved.

I've owned computers since 1988 but this is my first Dell. Based on this experience, it's probably my last.

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Saaj9
1 Copper

Re: Inspiron 13 7000 (7370) Display Won't Wake Up

Having the same issue on my Inspiron 7370 with the latest bios update and power updates as well. Noticed the primary cause was the Dell Power Saver plan - which used to turn off the monitor after 5-10 minutes of inactivity which was causing all the issues for me.  I have subsequently switched off currently. I now only put my machine into suspend mode at the end of the day when leaving work for home and pray the next morning the machine awakes from this state without having to hard power down the machine. currently running the latest version of Windows as well, 1809.

I have also now left the machine to run on maximum performance on the power plan be it on battery or a power source as the issue occurs on either if i am using the power saving plan.

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Re: Inspiron 13 7000 (7370) Display Won't Wake Up

Looks like were on our own, obviously its a know issue. Its all the internet! It appears Dell is just like every other monster company who is out to get every cent out of your pocket and could careless about consumer loyalty. You would think the social media staff would create a ticket seeing as  there so many complaints. I can see there main goal is to get additional monies opposed to satisfying' their customers. #wearyourcup

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