Omar Ziara
1 Nickel

Audio no longer working. NVIDIA Card can't be detected

ello Dell Community

I have a problem with my Dell XPS 15 9560 Laptop which I bought 3 months ago (I've been been using the older version before upgrading - Dell XPS 15 9530.)

2 days ago, after 1 hour break from using the laptop, I tried to turned it on again, but I couldn't. No light at the power button, no screen, nothing. I've noticed that the charger doesn't show the white light even though the cable was plugged. I've checked the battery level and it was 0 (no lights out of 5) even though it was fully charged an hour ago and it was turned off since the last time I checked.

Unplugged the cable, then connected it again with the power source, and the white light indicator was on again. I've plugged it in the laptop, and a light sparked at the root of the screen where the battery is located (seemed like an electric fault). 

I took it to a Laptop Repair Service to look into this and he could get the laptop to start. It was something to do with the battery but I didn't know the details. 

Unfortunately, Audio and Video Card (GeForce GTX 1050) are no longer working. 

Tried to install latest drivers but they didn't solve the problem. I've reinstalled windows and wiped all data. Still nothing. 

Some screenshots:

Device Manager:

https://i.imgur.com/dqrta5P.png

Dell Diagnostic Test Result:

https://i.imgur.com/peBaZi6.jpg

P.S: I've got a notification of the availability of a new BIOS driver a week ago and I've installed it. Not sure if this would be useful info. I've seen a few posts reporting the same turn on issue with the white spark, on a different forum.

Any advice for solving this, I'd appreciate it.

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9 Replies
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LSUFAN51
4 Ruthenium

RE: Audio no longer working. NVIDIA Card can't be detected

You installed drivers in correct (Installation) order ?

How to reinstall drivers in the correct order | Dell US

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LSUFAN51
4 Ruthenium

RE: Audio no longer working. NVIDIA Card can't be detected

I'd suggest you install Dell Command | Update from your Dell Product Support page. The tool will safety install the drivers in correct order for you. You'll find the tool by expanding System Utilities in your Dell Product Support page - XPS 9360). Please click on link below for additional information: 

How to use Dell Command | Update to update all drivers ...

Advanced Driver Restore

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LSUFAN51
4 Ruthenium

RE: Audio no longer working. NVIDIA Card can't be detected

If the drivers still doesn't installed, I suggest you temporary disable the firewall and Antivirus - software on the system before installing the latest drivers from Dell support. Please type windows firewall onto the [Cortana] search box, and then select Turn Windows On And Off.

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LSUFAN51
4 Ruthenium

RE: Audio no longer working. NVIDIA Card can't be detected

I've read your diagnostic test and noticed Intel Xenon PCLe controller PCI Express Status Test failed. Please check and see if the latest windows updates are installed on system. Type Settings onto the search box, Update & Security, and then 'Check For Updates'. Install any available updates and restart your computer if required. Please don't wait later to install, click on 'Restart Now". Do the process over and over until the latest windows updates are installed on the system. 

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LSUFAN51
4 Ruthenium

RE: Audio no longer working. NVIDIA Card can't be detected

Lastly,

I've posted part of your diagnostic test below for others to see and offer some advice as well.

Support for XPS 15 9560 | Diagnostics | Dell US

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Omar Ziara
1 Nickel

RE: Audio no longer working. NVIDIA Card can't be detected

Hello

Thank you so much for these detailed posts. Here is a quick update on what I've been doing the past 2 days. Sorry for not updating you any sooner.

- Installed Drivers using Dell Command. No Success.
- Reinstalled Windows. Disabled Firewall. Installed Drivers using Dell Command. No Success.
- Reinstalled Windows. Disabled Firewall. Installed drivers in order Manually. No success. Dell Command installed some irrelevant drivers. Nothing Critical. No changes.
- Ran Quick Diagnostic Test using Dell Website.
- Ran ePSA Pre-Boot Test. All tests passed. No sign of Audio Test or External Video Card (NVIDIA GeForce GTX 1050)
- All Windows Updates are installed. Windows is up to date. Ran the test again. Intel Xenon PCLe controller PCI Express Status Test failed.
- Advanced Pattern Memory Test. Passed.

Failed Test:
https://imgur.com/iuMZPA0

Full Dell Diagnostic Test:
https://imgur.com/GxnmSzY

Memory Diagnostic Test:
https://imgur.com/AzagLt4

Advanced Pattern Memory Test:
https://imgur.com/YhNjBSL

Pre-Boot ePSA results:
https://imgur.com/ksd1tG0
https://imgur.com/OPYEfzg
https://imgur.com/EUFyjO1
https://imgur.com/SP9qysX
https://imgur.com/ZgmT8m6

I'm thankful for your time and input.
Regards

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LSUFAN51
4 Ruthenium

RE: Audio no longer working. NVIDIA Card can't be detected

Pease check the latest Bios version on the system by typing msinfo32 onto the [Cortana] search box. If there's a older version, I'd suggest you install latest BIOS version onto the system.

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LSUFAN51
4 Ruthenium

RE: Audio no longer working. NVIDIA Card can't be detected

After checking or installing latest BIOS version:

Note: Please create a restore point before attempting the next steps: Type Create A Restore Point onto search box and select Create  

In device manager, expand Sound, Video and Game controller and expand it. Right click Intel Display Audio, and select Uninstall. In the Uninstall window, check the box Delete the driver software for this device.. Click OK to confirm and proceed with uninstallation. Please run or install the file (Realtek High Definition Audio Driver ) or download / run from your Dell product Support page.

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LSUFAN51
4 Ruthenium

RE: Audio no longer working. NVIDIA Card can't be detected

If the Audio driver installed on the system:

Please check if the Nvidia driver is listed in the Apps & features or Programs & features. Type Setting onto search box, select Apps, and then look for Nvidia driver. If there is one, uninstall it. In device manager, expand Display Adapters, click View, and then select Show Hidden Devices. If the NVidia driver appears, do the same steps as Audio driver but instead install latest NVidia (Video) driver.  

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