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hamstersky
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Inspiron 15 7559

Recently my laptop screen started to go black randomly. I think that the issue started after one of the Dell Updates. What's interesting in never happens during gaming, only when using a browser, Word, etc or left idle. When it happens the laptop is completely unrensponsive the only thing I can do is to hold the power button to turn off the laptop. Also when the screen goes black it seems like the backlight it's still on. I tried already tried to update both GPU's drivers, BIOS drivers, reseted BIOS to default settings and change power settings to maximum but it still happens. 

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14 Replies
Moderator
Moderator

RE: Inspiron 15 7559

Hi HAMSTERSKY,

Seems like you have tried most possible steps to resolve the issue. What is the current OS installed on the machine? Are there any bluescreens or system crashes?

Connect an external monitor and test the system.

Create a new admin account and test - http://bit.ly/1JoFhcw - link for windows 10

Try reinstalling the video drivers from the vendor site - Intel - http://intel.ly/1Py9EoB and http://www.geforce.com/ for nvidia driver for your specific OS.

Restart the system and press f12 key on startup - choose diagnostics. Let it run the diags and if you encounter any errors - make a note of the complete error and report the same to us.

If the system is under warranty, write me a private conversation with the service tag, your name and email address. 

Keep us updated.

Thanks and Regards,
DELL-Rishi
Social Media and Communities Professional
#IWork4Dell
Dell Support Videos 
Drivers and Downloads

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hamstersky
1 Nickel

RE: Inspiron 15 7559

There are not any bluescreens or system crashes, all that happens is random black screen. It looks like if the laptop hibernated but with the backlight still on and when the issue happens during watching a video, the sound is gone as well. The OS on the machine is windows 10. Unfortunately I don't have access to any external monitor at the moment.

I did all of the above. The diagnostics didn't encounter any errors. I even decided to reinstall windows 10 on the computer but it didn't help. 

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Moderator
Moderator

RE: Inspiron 15 7559

Hi HAMSTERSKY,

Thank you for the update. 

Please check with an external monitor. This is an ideal step to try with and will definitely help isolate the source of the issues.

If the system is under warranty, write me a private conversation with the service tag and your contact details(Name and Email). If there is no warranty, then you could contact our team to get a quote for a paid service call - http://dell.to/1vnT6CQ

Let us know if you have any other queries.

Thanks and Regards,
DELL-Rishi
Social Media and Communities Professional
#IWork4Dell
Dell Support Videos 
Drivers and Downloads

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vchad1
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RE: Inspiron 15 7559

Hi there I have the exact same problem as Hamstersky and the laptop is only 1 day old!! Was there any solution to this yet? No I do not have any external monitor and yes my laptop is still under warranty since I only have it for a day. Please help us.

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Moderator
Moderator

RE: Inspiron 15 7559

Hi VCHAD1,

What is the exact system model? Where have you purchased the system from?

Please try the steps mentioned in my first response and provide a detailed reply.

Write me a private conversation with the service tag and your contact details(Name and Email) for case records. Based on your response, we shall suggest further course of action and alternate options through private message.

Keep us updated.

Thanks and Regards,
DELL-Rishi
Social Media and Communities Professional
#IWork4Dell
Dell Support Videos 
Drivers and Downloads

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hamstersky
1 Nickel

RE: Inspiron 15 7559

I tested the laptop with an external monitor and the external monitor went black as well. I guess that suggests that it is not a monitor issue. The laptop is still under warranty so probably my next step will be giving the laptop to Dell's service. However, I will have to wait with that until July as I need the laptop now and even though the issue is really annoying, the computer is still usable. So until that time I would appreciate any other suggestions of how to solve this problem.

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Moderator
Moderator

RE: Inspiron 15 7559

Hi HAMSTERSKY,

Thank you for the update.

In one of your responses, you have stated that you have tried reinstalling Win10 on the system. Could you kindly advise the method you have performed?

We could help provide links to clean install the OS. If nothing goes, and since you state the system is under warranty, we could provide a service call if required.

Write me a private conversation with the service tag and your contact details(Name and Email) for case records. 

Let us know if you have any other queries.

Thanks and Regards,
DELL-Rishi
Social Media and Communities Professional
#IWork4Dell
Dell Support Videos 
Drivers and Downloads

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hamstersky
1 Nickel

RE: Inspiron 15 7559

First I refreshed windows 10 without losing data and after seeing that it didn't help I decided to restore the computer to the Dell factory image using the Windows Recovery Environment which didn't help neither.

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vchad1
1 Nickel

RE: Inspiron 15 7559

Hi Rishi and hamstersky do you think the problem will perish if I install Windows 8 instead?

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