ilpincy
1 Copper

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

Hello everybody,

I have a Dell XPS 13 9350 with an Intel HD Iros 540 graphics card.

Every worked nicely until an automatic update turned my screen black. After reinstalling Windows 10 from scratch, I discovered that with the generic graphics driver provided by Windows the screen works, but any specific driver for my card turns the screen black. I tried, with no success, in this order:

  • All the versions of the graphics driver found on the Dell website

    • 20.19.15.4531, A07, 29 Dec 2016
    • 20.19.15.4483, A06 07, Sep 2016
    • 20.19.15.4454, A05 29, Jun 2016
    • 20.19.15.4390, A04 14, Apr 2016
  • The latest driver found in the Intel website (15.45.16.4627)

None of these works. As soon as any of these drivers are installed, the screen turns black. Upon reboot, the screen stays black in the login screen.

The only fix I found so far is to remove the driver completely, and use the default graphics driver of Windows. I also had to disable automatic driver updates, otherwise the screen would turn black again upon reinstallation of the driver.

What are my options? Is there any diagnostic information I can provide that can help me troubleshoot the problem? I am a Linux user and I know very little about Windows.

Thank you in advance for any help you can provide.

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29 Replies

RE: 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

DELL-Akshatha M
Social Media Support
#IWork4Dell
Dell Support Videos 
Drivers and Downloads

heroed
1 Copper

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

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?

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RandyEC
1 Copper

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

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.  

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ilpincy
1 Copper

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

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

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

Hi ilpincy,

Glad to know that the issue has been resolved.

DELL-Akshatha M
Social Media Support
#IWork4Dell
Dell Support Videos 
Drivers and Downloads

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

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.

DELL-Akshatha M
Social Media Support
#IWork4Dell
Dell Support Videos 
Drivers and Downloads

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hmu
1 Copper

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

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.

ilpincy
1 Copper

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

I'm OP in this thread. The problem I encountered came back while I was using the laptop. No visible update occurred (I disabled every automatic update procedure).

Reinstalling drivers in the order that fixed it earlier did not help. The only solution has been to use the Basic Windows driver, as many others have said.

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AndrewMWebster
1 Copper

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

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!

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