Black Screen on XPS 13 9350 with Intel HD Iris 540 Graphics Card

Hi ilpincy,

Thank you for writing to Dell Community Forum.

Please install the BIOS, Chipset and then the graphics card drivers (in this sequence) from the Dell Support site.

Please click my DELL-username and send me a Private Message with the Dell Service Tag number and your email address.

Note: please don't mention the service tag or email id on the public forum as it contains your personal information

I'm encountering the same problem, and have tried reinstalling all those things with no success. Do you have a recommendation for what to do next?

I've seen other postings describing the same problem.  I've tried several different graphics drivers found on the Dell site but each one causes the internal monitor to go blank.  External monitors work ok.  If I roll back to the generic Windows graphics driver from 2006, my laptop LCD works find but external monitors quit working.  

Hello Akshatha,

I updated the BIOS and all of the chipset drivers, and then installed the latest available version of the Graphics driver. Indeed this solved the problem.

Thank you for your support!

Cheers,

Carlo

Hi,

What is the version of the graphics card driver installed?

Was the installation done in the above sequence?

For me to better assist in troubleshooting, please click my DELL-username and send me a Private Message with the Dell Service Tag number and your email address.

Hi ilpincy,

Glad to know that the issue has been resolved.

Has just happened as well to my Dell XPS 13 9350 overnight.

Can confirm reinstalling bios, chipset and video driver in that order does not resolve issue.

All drivers and bios were lthe latest versions before issue.

As soon as video driver installed, you will lose the screen again.

If anyone from Dell is reading this, it is a Dell driver issue.

Leaves one with only one of two options.

With the iris 540 driver installed you can use still an attached external monitor but defeats the purpose of having a notebook.

If you uninstall the Dell iris 540 driver and use the default windows driver you do gain your notebook screen back but then loose the ability for multiple monitors etc.

Hi there,

This has just happened to my machine too.  And I make my living giving presentations using it with PowerPoint in presenter mode, where I depend on having both screens.

Dell - help!  Can we get a resolution to this quickly please!

Hi,

I had the same issue and after uninstalling the latest graphic card driver and installing the version 15.45.16.4627, my system seems to be stable now.

I've also updated my BIOS and the chipset drivers to the latest.

Cheers

Has anyone else had issues or been able to resolve the issue with drivers? I have installed the latest version of the chipset, bios, and then installed the latest graphics driver after a full roll back of the graphics drivers, to just be using the Microsoft Basic Display Adapter

basically boots to a black screen.

I have been using the Basic Display Adapter and gave up on solving the issue. I can't hide that I'm very disappointed at Dell for the way they handled my past issues and their current inability to provide working drivers for one of their most popular laptops. I won't buy another Dell computer in the future, but for the time being I'm stuck with this one.

I have been messaged by the dell staff Akshatha but every suggestion he has provided has black'd my screen. The only way i am operational at the moment is roll back(multiple reboots, then to safe mode, then driver disable, then uninstall and delete drivers) is the basic display adapter. This works fine for the moment, as i do not need a second screen, but it better be fixed soon. It is driving me insane.

The main issue i have is that with out the intel graphics drivers, the windows power settings will not function. IE close screen and the laptop only has two options. shutdown or stay on. Not ideal. No sleep mode.

Mine has been working since the end of April.  I performed a clean install of Windows (using Microsoft's Media Creation Tool), updated the BIOS, Chipset, and Video drivers from Dell as suggested, and is working fine with two external displays plus the laptop display.  

I don't remember for certain but I seem to recall that when Windows finally did the automatic update and the graphic driver loaded, I believe my screen went blank like before but I shut it down then after powering up, everything was working.  Only difference I can think of was that I had updated the bios, chipset, and video from Dell.  I also did not load any applications until it was working ok with the updated graphics drivers.

Can't tell you for sure what exactly happened but for me, a clean install, loading the drivers, and a number of reboots and power cycles, and something clicked.

My laptop is not under warranty, so dell out of warranty support was of little help. In any event, all the diags passed, and the only driver that would work was the basic display adapter. This all happened after a Microsoft driver update.  I tried installing windows 7  and had the same results with any of the intel 520 drivers provided by either dell (I tried all versions and none worked. and all the published drivers including betas from intels site)  I did a factory reset with the dell recovery image and reinstalled windows 10 home 1511, updated the bios to the latest 1.4.17, all the chipset drivers, and then tried installing 15.45.16.4627 and low and behold, this laptop kicks major *** now. I closed and opened the laptop display repeatedly (slowly) and the laptop display woke and this driver worked.   I did the same with the other drivers to no avail. All the other users who had this problem who were under warranty just got a motherboard replaced, but I knew this was not hardware related. Many thanks to you suhg for getting my laptop working again! 

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