DELL XPS 13 7390 Camera opens but screen is black and video and pictures are not

Hi Yes.  Dell instructed me to run diagnostics which indicated a screren hardware issue.

2 days later they sent out a new screen with engineer and replaced it, shich solved the issue.

Sean

@SeanOLLY 

Are you able to solve your camera issue? Recently I've been using camera on my XPS 7390 a lot. Now it shows an all black screen (sometimes white) occasionally. I think it may be a hardware issue because it returns to normal when I press down slightly above the keyboard's top row. But the black screen comes back after a while.

Hi,

I have a xps 13 7390  purchased 2 years ago and now I have the same issue with my webcam. I really don't know what to do for fixing it.

Would appreciate any help on this matter;

Thanks,

Paul

I have the same issue. I purchased the laptop last November brand new from Dell. Due to the COVID issue, I was not able to set it up until early Feb 2021. Two weeks after I setup the laptop, we decided to do the Zoom meeting. The camera apps came up but the screen was black. I reached out to Dell and told them the camera did not work. They were through a bunch of test and determined it was the hardware and the whole screen had to be replaced. However they said my laptop has past the 30 days return period and they can only repair it. The problem is Dell is back order for the part and told me it would not be available until Mar 8 and they will contact me then. March 8 came and gone and no one contacted me from Dell. I call them back and go through the whole thing again. Then the guy told me the part is not available until Apr 1. He said he cannot promise me that they would have the part on Apr 1. I am getting a bit tried of this. Dell cannot pinpoint when they will have the replacement part. In the mean time, I cannot use my brand new XPS to communicate with other because the webcam does not work! Frustrating. 
They did offered me a refurbished unit but I refused. I told them they should have send me a new laptop because my laptop’s camera did not work from start. I sure hope the part will come in on Apr 1st.

The part was delayed again until Apr 26. Dell cannot tell me what is causing the delay. Frustrated. 

Hi ,

I'm Deepak, one of the Managers at Dell Social Media support. This is with regard to your recent interaction with my team.

I am checking to see if the issue you reported has been resolved to your satisfaction ?

Regards,

Deepak K

Team Manager

Dell Social Media Team

Hi All,

Dell Support Engineer intervened remotely few weeks ago and fixed it in very short time. Most likely this was due to a wrong driver installed.

Anyway, case is solved and my XPS retrieved its full power :-). Love it!

Thanks to Dell Support Team for the great support!

Regards,

Paul

Hi, 

I opened the original thread.  My issue was resolved withing 72 hours, was great service.

Sean

I have an Dell XPS 17 and have the same problem. Any suggestions to a solution. Seems like it stopped working after an bios or windows update.

Hi, My PC was brand new and never worked. Only noticed it after a couple of days. They cam out and completely replaced the screen so it was probbaly a Hardware fault.

Sean