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

What is the exact system model in question here?

 

The boot time seems to be fine. Please restart the computer & tap F2 to get into BIOS, click on the advanced tab – battery charge configuration – change from Adaptive to standard or from standard to custom- change to 100 %.

 

 

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2 Bronze

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

This is happening to an Inspiron 7370 with BIOS version 1.13.1, an Intel i7-8550U CPU, and no external display. The system is running Windows 10 x64 version 1809 with the latest updates. The system experiences this issue when running the latest Dell graphics drivers and when running the latest graphics drivers obtained from Intel directly. When this happens, the power light is solid white. The system is on. It is not in sleep/suspend/hibernate. The display is off. Yet nothing can make the display wake. Issuing commands doesn't seem to work either. I've also tried uninstalling all versions of the driver via the device manager, and loading many different graphics driver versions from both Dell and Intel directly.
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Re: Inspiron 13 7000 (7370) Display Won't Wake Up

I'm not very proficient so every time a problem arises, I start from scratch.

I've got a Dell 7373, i7-8550U, Bios version 1.13.1 12/10/2018.  I updated the Bios this morning. 

I use this computer as a Media Server.  The problem persists, with and without external drives plugged in.  I have the power settings set to never put the computer to sleep because I access the computer when I'm on the road, via Plex.  The monitor is set to sleep after 5 minutes of inactivity.

All drivers are up to date. 

When this happens, the computer tends to run hot and the fan seems to be working overtime.

I've been poking around online and the Bios update has been the fix for some, while others are still struggling after multiple attempts to fix the problem.  What is Dell doing to fix this?

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Re: Inspiron 13 7000 (7370)

Have you tried changing the time of monitor turn off when inactive?  Maybe something to 2 minutes?

 

Disable monitor turn off when inactive & enable sleep mode & check if the computer goes to sleep mode & wakes up correctly from sleep.

 

For my reference, please click on the message tab next to your avatar– click “New Message” & search for my Dell username (Sreejith R) & send a private message with the service tag, registered name & email address.     

    

How to locate the service tag

 

 

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Re: Inspiron 13 7000 (7370)

In my case, whenever I try a new BIOS or new driver, I then set the monitor turn off time to 2 minutes or 5 minutes or whatever for testing purposes.

Then I let the laptop sit on the Windows desktop for a few minutes until the screen turns off.

Then I try to turn the screen on by touching the trackpad, pressing a key on the keyboard, or pressing the power button.

It never works, and I have to hold the power button to turn the laptop off.

Then I set it back to never turn off the display.

Then I test sleep/wake by closing the lid, making sure it entered sleep mode, then opening the lid and making sure it wakes up.  This works without issue.

The display off and on functionality used to work as expected, back in late 2017 / early 2018.  But some time in 2018, it stopped working.  My guess is it's either some Windows 10 update, some driver update, or some incompatibility between the two.

 

I have also testing enabling the USB wake functionality in the BIOS as well as changing the battery charging mode to Standard instead of Adaptive.

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Re: Inspiron 13 7000 (7370)

This issue was temporarily resolved when we set up a new local admin account.

 

Please create a local admin account by following this link & check if the issue persists.

 

 

 

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Re: Inspiron 13 7000 (7370) - Same thing on my Inspiron 23

Hi, 

I'm having the same problem (Screen hibernating and not waking up even though mouse and key board is active and power button is white) as of about 6 months ago on my Inspiron 23, Model 5348, but I figured away to activate the screen without rebooting (most of the time).

On my all-in-one screen based PC, there is a button above the power button on the right side of the monitor which cycles the monitor interface between HDMI and PC.  I cycle through this one time (PC->HDMI->PC) and the screen turns on.

Here are my PC details:

image.png

Any further info on this or how to fix it?

 

Thanks.

 

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Re: Inspiron 13 7000 (7370)

I can check if a new user profile fixes it for testing purposes, but I won't be able to do so for some time (weeks or months) as I am away from that laptop.  I'll report back when I can, but even if a new user profile fixes it, I would hope Dell is looking into the actual cause in order to find a permanent fix, and hopefully one that can be applied to existing user profiles.

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Re: Inspiron 13 7000 (7370)

We were able to fix this with a temporary local admin account.

 

This has been escalated to our product team & they are working on this. There is no issue with the hardware here as the system works fine with a new account.

 

 

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Re: Inspiron 13 7000 (7370)

Thanks for the update. Will this thread be updated when the product team has resolved (hopefully) the issue?

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