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Re: Inspiron 13 7000 (7370)

I have an update for the system not waking up from sleep when touchpad or keyboard is used.

 

This feature is working as designed. It has to do with USB Wake Support functionality.

 

BIOS Setup setting called “USB Wake Support” which enables/disables the ability of a USB device to wake the system from the S3 state.  When enabled, USB devices can wake the system from S3 (example: USB mouse, USB keyboard). 

 

Furthermore, on AIO systems, the touch screen is a USB input device and also has the capability of waking the system.  When disabled, USB devices cannot wake the system from S3. 

USB Wake Support does not function on battery power; that is, if a portable system on battery power enters S3, USB devices will not be able to wake it up.  Whether the USB devices are externally powered or derive their power from the system’s USB port makes no difference. Upon entering S3, the system will turn off power to the USB ports in order to conserve power.

 

 

Dell-SreejithR
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brianms
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Re: Inspiron 13 7000 (7370)

The problem I'm experiencing, and the problem most people in this thread are experiencing, has nothing to do with S3, suspend/sleep/standby, or waking the system for suspend/sleep/standby.

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.

The keyboard, trackpad, touchscreen, lid open/close switch, and a regular press of the power button cannot make the system turn the display back on.  I've also tried shortcuts for toggling display modes (Windows+P) or settings (the global Intel hotkey for resetting display settings, CTRL+ALT+F8 or something similar).  I've also tried issuing commands (for example, triggering a normal restart via Windows+R, shutdown /r /t 0, Enter).  Nothing works.

Is the issue I'm describing something that Dell is tracking and investigating?

(Further, I have tested all of this with the USB Wake setting enabled in the BIOS and the system plugged in to power.)

NFLMVP
1 Nickel

Re: Inspiron 13 7000 (7370)

Brianms has this right. 

"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."

In my case, I have the system set to NEVER go to standby but no matter how long I set the standby for on the screen, I have to hold the power button until the system reboots. 

My only recourse has been to set the screen to never go into standby and I'm extremely worried about screen burn.  My computer is over a year old and I doubt Dell will do anything to help me if this is the case, even though this is a known problem.  

I only need my screen on for a few minutes at a time and only when I'm working on the computer.  I'd normally set the screen to go into standby after 5 minutes of inactivity.

I'm using the computer as a media server and I require remote access so I cannot allow it to go into standby because there is no way for me to reboot the system, remotely. 

It's imperative that this problem gets fixed.  I can't even use my computer as intended and all along, I'm wasting energy to boot.

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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.
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?

brianms
1 Nickel

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!

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.

 

 

Dell-SreejithR
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brianms
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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.

NFLMVP
1 Nickel

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.