SalsaPat
1 Copper

XPS 15 9550 HDMI Not Working and Dodgy Screen

First, please forgive me if this ends up sounding tetchy, having persuaded my boss to let me spend over £2,000 on a laptop for doing demos I find I can't do them and that Dell are utterly ignoring me when I tell them I have a faulty machine: I have sent 3 support requests over the last few weeks and have yet to receive a response to any of them so I'm getting pretty annoyed.  I'm turning to this forum in desperation.

The most pressing issue is that the HDMI port simply doesn't work - when I connect it to a TV it shows "No Signal".  I read somewhere that there might be an issue with screen resolution, but I tried with every option available and the TV showed "No Signal" every time.  My colleague's XPS13 works no problem with the same cable and the same TV.  Is there anything that I need to do to get it to work or is it a hardware issue?

 

The other issues are with the screen - the driver keeps failing and restarting and it is incapable of maintaining brightness.

The Dell Support app has updated the nVidia driver twice since I got the machine about 3 weeks ago but it still fails frequently - is this a common issue or is this a faulty display?

Re the screen brightness, I have tried setting it to 50% via Windows Display Settings, Power Management and the Intel Graphics Control panel but within a few minutes, the screen invariably reverts to around 25% brightness - making it kinda hard to see much.  Is there a fourth place that controls screen brightness that I also need to change?

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Moderator
Moderator

RE: XPS 15 9550 HDMI Not Working and Dodgy Screen

Hi SALSAPAT,

Rather unfortunate that you had to face issues on a new machine. Apologies if you did not receive the required help from our colleagues at Dell.

What is the current OS installed on the machine? Was the issue seen from day 1 or did it recently start? 

Create a system restore point. Download the Intel video drivers - http://intel.ly/1qEcrCW and the nvidia drivers here - http://bit.ly/1ORzzJh - uninstall the existing video drivers from device manager and programs and features.

Update the BIOS - http://dell.to/1VFiogc - restart the system and press f2 on startup to enter BIOS and check if the brightness works fine. Then restart the system and check in windows if the brightness works fine. If yes, then continue installation of the nvidia driver.

If not, then uninstall the Intel video driver from device manager and programs and features - then restart the system and check in BIOS and then in windows if the brightness works fine - then continue installation of the intel driver and then after restart, install the nvidia driver.

If the issue is not resolved, then create a new local admin account and check - http://bit.ly/1JoFhcw

Check if the HDMI works on both the user accounts. If the display is not extended, then right click on desktop and choose nvidia control panel and check if the external monitor is detected.

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.

Since you state, you have contact us earlier through other means of communication and did not get the help required, please write me a private conversation with the service tag and the service request#, so I could review the same and pass on a feedback to the respective team.

Keep us updated.

Thanks and Regards,
DELL-Rishi
Social Media and Communities Professional
#IWork4Dell
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