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RiceBucket
Bronze

Dell XPS 9550 Black Screen, no Dell logo after failed Windows 10 Update

After a failed Windows 10 Update, the laptop will not boot. I tried SAFE MODE and since then the machine just stays black. I cannot get it to boot!!

I have tried:

- Holding down power 10 seconds and trying again.

- Spamming F12, F8 keys to no avail.

- Holding CTRL+ESC and then plugging in AC and still nothing! Just a black screen!

Please help me! Machine is well out of warranty now.

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13 Replies
RiceBucket
Bronze

RE: Dell XPS 9550 Black Screen, no Dell logo after failed Windows 10 Update

Can anyone help me on this?

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Saltgrass
Platinum

RE: Dell XPS 9550 Black Screen, no Dell logo after failed Windows 10 Update

Do you have any idea what update it was?  If it showed up on the 21st it was probably KB4015438.

I think I saw that update was supposed to correct something in an earlier update.

What does the light in the power button do?  F12 is supposed to allow you to boot into the Diagnostics, if that system works that way.  Since I am not familiar with that system, did it come originally with Win 10?

Have you tried an external monitor?  Have you tried booting to some external media like a Ubuntu live version or a recovery drive or Windows Install Media?

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XPS 2720, Inspiron 17 7779, Inspiron 15 7567, XPS 13 9365, Inspiron 1545, TB16 Dock

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RiceBucket
Bronze

RE: Dell XPS 9550 Black Screen, no Dell logo after failed Windows 10 Update

I cannot remember. But the machine doesn't POST. Just a black screen.

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RiceBucket
Bronze

RE: Dell XPS 9550 Black Screen, no Dell logo after failed Windows 10 Update

It doesn't detect any peripherals so cannot boot from USB drive either.

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Saltgrass
Platinum

RE: Dell XPS 9550 Black Screen, no Dell logo after failed Windows 10 Update

A black screen like that normally happens after the bios page.  With Win 10 it can be problematic getting into the Bios.  So when you start to boot, much earlier than you might think, start tapping the F2 key just to see if you can get into the bios.

I have seen a black screen after a Windows update where it is configuring something and stayed black for 10 to 15 minutes.  Do you feel it has had time to finish whatever it might have been doing?

I have seen situations where a bad drive would keep the bios from being accessed.  If that were happening, removing the drive, if you have that capability, might help.  Did you have any indications of a failing drive prior to this time?

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XPS 2720, Inspiron 17 7779, Inspiron 15 7567, XPS 13 9365, Inspiron 1545, TB16 Dock

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LSUFAN51
Diamond

RE: Dell XPS 9550 Black Screen, no Dell logo after failed Windows 10 Update

Please try to run the diagnostic tool to check hardware on the system.

1. Power off the system

2. Power on the system, quickly start tapping the F12 key continuously. In the menu, stroll down to diagnostic and then click it. Report back any error codes. Note: You have to be fast, soon as you power on system, quickly start tapping F12 key - one finger on the power button and other finger on the F12 key)

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LSUFAN51
Diamond

RE: Dell XPS 9550 Black Screen, no Dell logo after failed Windows 10 Update

Do the same steps to enter the BIOS (F2 key)

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RiceBucket
Bronze

RE: Dell XPS 9550 Black Screen, no Dell logo after failed Windows 10 Update

The problem is I cannot get it to POST. Hitting any keys repeatedly is unresponsive. The CAPS LOCK LED is also not being toggled. It suggests to me the motherboard software seems to be corrupted(?)

I was on phone call with Dell support they said my motherboard was fried. I fail to believe how a failed "software" Windows 10 update can cause failure to "hardware". So I understand that Windows 10 is more tightly coupled with the hardware. Is this the cause?

The laptop is a huge paperweight now. No key combination is making it show the Dell logo after hitting power button!

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LSUFAN51
Diamond

RE: Dell XPS 9550 Black Screen, no Dell logo after failed Windows 10 Update

It appears that a BIOS update cause the problem, furthermore you aren't able to use the F2 key(BIOS) and F12 (diagnostic) is one of the signs of a failed system board. However, a fail hard drive ( or SSD drive) sometimes will do the same thing. If you're comfortable in opening the computer, I suggest you remove the hard drive cable from the system board (motherboard}. Please follow steps below:

1. Remove all the external peripherals (printers, scanners or any other USB device) connected to your computer.

2. Please remove the AC adapter and battery of your computer. Press 'Power On' button for about 15 seconds to drain the residual power.

XPS 15 9550 Service Manual