kbj0001
1 Copper

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

I captured a bunch of evidence of this issue last night. Video and screen shots of versions here: https://photos.app.goo.gl/Q5mVtC8myWBtyPmu5

In the video, the machine is set to turn off the screen at 2 minutes and go to sleep at 3 minutes. I also have a screen saver enabled.

  • At :58, the screen saver comes on
  • At 1:54, the screen saver turns off. the screen is off and the power button is still glowing white.
  • At 3:18 i attempt to wake the machine, and as you can see the screen never comes back on.

In the rest of the screen shots you can see:

  • Power & Sleep settings
  • Power Plan
  • Screen Saver settings
  • Windows OS version
  • Windows Update status
  • Dell Update status
  • BIOS version
  • Graphics driver version

I'm not sure what else I can capture at this point, but right now it very often will end up in this unresponsive state.

 

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

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kbj0001
1 Copper

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

Just force installed this older driver - I'll give this a shot and report back.

 

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Moderator
Moderator

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

Hi,

 

Please ignore the previous message.

 

I need couple more details before I forward  this to our internal team.
Please let me know.
> Are you trying to Wake up the system from Sleep using the Keyboard or Power button or just by opening the Lid?
> Please try loading the Power plan settings to default once and check if that helps. To do so, please go to start, search for Power settings, once you have the power options, click on the aditional power settings, click on change plan, select restore default settings for this plan. Save the changes and try to check for the issue.
> Meanwhile, please let me know which is the older driver that you are trying to force install it?
Do check for the issue after the driver installation.


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Saaj9
1 Copper

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

So, my machine is now scheduled for its 2nd System Board, cooling fans and now for the first time, heatsink replacement next week some time.

And hows this for advice...to prevent the issue from occurring again, dont put the machine in sleep mode, shut it down when not in use.  Really?

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Highlighted
RuskinF
2 Bronze

Re: Inspiron 13-7370, LCD won't wake up

I use Inspiron 13 7000 as well. And I've had the same issue of the display not turning on after it turns off automatically.

Is there a solution to this problem.

 

 

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DreamM
1 Copper

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

Looks like this is still an issue going into 2020.

 

I am helping a poor friend who struggled constantly with her laptop for the last two years, having to force power off and on all the time.

 

Any solid solutions for this yet? Or is a motherboard replacement required?

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kbj0001
1 Copper

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

I installed the older driver referenced above (24.20.100.6170, dated 6/18/2018) on 1/12/2018 and in the last 6 days this machine has not exhibited the 'black screen behavior' once. Interestingly, I have also noted that when the machine turns off the screen (turn off the screen after x min), it will first flash up the windows 10 lock screen, which the newer driver does not seem to do (once it turns off the screen, you see nothing else and then it never comes back).

I plan to uninstall this older driver and let Windows/Dell install the latest recommend driver today and verify that the newer driver exhibits the black screen issue we have all been struggling with.

jmsfll
1 Copper

Re: Inspiron 13-7370, LCD won't wake up

After reading all 9 pages I have summarized the following:

*  The technology that the current graphics driver for the Intel UHD 620 is not compatible with the Dell BIOS chip.  (This driver has an October date by Dell and a June or July date of 2019 by Intel) 

  1. Workaround 1 I believe is to have the pc sleep prior to display turning off 
  2. Workaround 2 is to rollback to an older driver.   Note that Dell driver dates are later than Intel's, so the April 27, 2018 is actually an Intel date of February 2018.   The version is 23.20.16.4973.   I have not tested this but earlier threads on the last few pages support this.   Did not realize @kbj0001 there was a newer one.  I think you meant you installed on 6/12/2020?  Curious if you have had any issues since.
  3. Workaround 3 is to have the bios chip replaced or entire motherboard (assuming this works if the new bios chip is compatible with the newest graphics driver.  Unfortunately I never contacted Dell during warranty period and I got screwed putting this on my Discover card because they ended the extended warranty benefit a month before my purchase (which I was unaware of)

My power button now is set to hibernate.   So if the problem reoccurs and I press the power button I am hoping the computer wakes from hibernate as normal and I do not lose anything.  I am also now on older driver so will see if problem reoccurs, hopefully it will not.

I believe version of BIOS is irrelevant - BIOS updates do not fix this but you should update to newest BIOS anyway - I think as of time of this post it is 1.15.0

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kbj0001
1 Copper

Re: Inspiron 13-7370, LCD won't wake up

Good catch. I'm running the driver with a Driver Date of 6/12/2018, which I force installed on 1/12/2020.

Since then, I removed that driver and allowed Windows/Dell to determine/install which driver the system wanted me to run (newest version) and immediately, the system started exhibiting the 'screen off' issue.

So at this point, it seems that if you can force install the older driver and keep that one in place, the system might not lock up as it had been doing.

 

 

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