Inspiron 5559 - Intel display issues

[KNERD]

Service tag:5J3RJ72

I have the latest Intel video driver installed: 20.19.15.4454

Just got this thing Monday last week (.June 6, 2016)

There are 2 issues with this

1) After being on after a while, the driver will crash and is reporting in the Windows message center.

75% of the time the driver will recover, but other times the computer must be restarted.

2) After the system turns the display off (no, not sleep), the display will not resume. The computer is unresponsive and the power button must be pressed for several seconds to force the power off.

[DELL-Akshatha M]

Hi KNERD,

Thank you for writing to Dell Community Forum.

Has the BIOS been updated to the latest version available on the Dell Support Site?

Can you boot into the safe mode and check if the issue occurs?

Did this happen before the video driver update?

Please private message us your email id.

Please don't share the system service tag on a public forum as it contains personal information.

Regards,
DELL-Akshatha M
Social Media and Community Professional
#IWork4Dell

[KNERD]

NO,  the latest BIOS has not been updated.

NO, this does not occur in Safe Mode.

YES, this happened before the video driver update (hence the reason for me to update it)

NOTE: The forum is not Edge Browser friendly. I had to use another to respond.

[KNERD]

UPDATE:

BIOS was updated to latest version.

NO change

[DELL-Akshatha M]

Hi KNERD,

Thank you for these information.

Please boot into the BIOS <F2> and check if the system shuts down.

Run the on-board diagnostics <F12> and capture any error code or message you might receive.

[KNERD]

Not sure what you wanted me to do in the BIOS.

But the system does not shut down, nor is there any power sleep option.

In addition, the test (F12) reveals nothing

[DELL-Akshatha M]

Hi KNERD,

Click on the below link and go to "Video driver - Intel HD Graphics Driver" and install the older version (

20.19.15.4454 / 20.19.15.4300).

http://dell.to/1USV9MX

Please uninstall the current driver from the system and then install the older version from this link.

Let us know if this helped.

[KNERD]

That was the version which came installed with it.

Maybe it's time for Dell to exchange this Lemon for me.

[DELL-Akshatha M]

Hi KNERD,

I have responded to you on your private message.

Thank you for confirming this.

Does this occur when on adapter or just battery or any specific application or program?

[KNERD]

Well, that last "help" just disappeared on me. Anyone else want to take a shot at this?

The it happens no matter what. When the screen goes dark from the laptop cutting the screen off, it won't come back up. I have to press the power button for several seconds to shut the unit down.