Dell XPS 13 2 in 1 9310: Black Screen Issue

I have this problem as well. Quite frustrating, especially considering the price tag. Why is there nothing done about this? I keep checking for system updates hoping this gets fixed. Really quite disappointed in Dell. 

I have the same problem.  I am going to send mine back if they don't fix.

Alright. Do keep us posted here or on the private chat on how it goes after trying the steps the phone support suggested. 

Hello Dell,

This issue has not been solved. Currently working with an agent. Please dont archive just yet as this is still an active issue and other members can follow along.

Thanks,

1. Black screen caused by software
1 Sometimes after installing some software or hardware drivers, it is found that after restarting, the computer cannot enter the system and keeps the black screen. This situation is the black screen of the notebook caused by the software. If the black screen is caused by the software, take the Windows system as an example, we can restart the machine and press the F8 key several times to bring up the system boot option menu.
2 After the system boot options menu comes out, choose to enter safe mode. If we can enter the safe mode normally, we can delete the software or drivers installed before the black screen in the safe mode. Then restart the machine to see if the laptop can solve the black screen problem.
Second, the black screen of the notebook caused by the hardware
1 There is a sensor switch on a laptop computer, when we close the screen, the display will automatically turn off, thereby saving power consumption. Some notebooks are mechanical touch-and-press type, for example, when the screen is closed, you will touch it, like a computer that disconnects the display power. So at this time, we can check whether the switch on the laptop is aging and can’t be played anymore, causing the laptop to black out. If there is this physical switch on the computer, it is usually located at the bottom of the display, near the top of the keyboard.
2 There are many reasons for the black screen caused by hardware. Let me talk about the cause of static electricity. Sometimes static electricity can cause abnormalities in the circuit of the notebook motherboard, causing no response on the screen after turning on the power. We can try to unplug the laptop battery and power source, and then press the power source of the laptop several times to let the machine discharge static electricity. Then connect the power supply and turn it on to see if the fault can be resolved.
3 The memory is loose or the memory has hardware failure. A notebook computer has several major components, including CPU, motherboard, memory, and graphics card. These components are indispensable, as long as one of them has a problem, it will cause the notebook to not operate normally, the most common is that it does not respond when booting. The CPU and motherboard are generally less likely to fail, and it is more common for laptops to fail to boot due to loose memory. At this time, first unplug the battery and power supply of the notebook. If the computer is not difficult to remove, you can open the back cover of the notebook by yourself and re-plug the memory. After plugging in the memory, power up and start the machine to see if the fault can be solved.
4 The LCD display part of the notebook is malfunctioning. There are some older notebooks, this may happen. The display screen components generally include a display screen, a data cable and some other small parts. If you have a desktop monitor, you can try to connect it to the VGA display port on your laptop, and then switch the display to the VGA external display on the laptop. If you can switch to an external monitor, it means that the display component has a greater problem.
5 The hardware of the graphics card is faulty. The graphics card is the source of all the display output of the computer, so it has a problem, and there is no display on the screen. If the graphics card is broken, we can't solve it by ourselves. We have to find the after-sales service of the computer to solve it. If the notebook is within the warranty period, you can take it for free inspection and repair.

Hi, have you reinstalled the operating system? Let us know.

For Dell Support and everyone following:

Someone made a video of this issue! This is exactly what is happening!

https://www.youtube.com/watch?v=rZWCa45Vn7E

@DELL-Cares Yes, I have now re-installed the whole OS and waiting for IT specialist to call me tomorrow. We have arranged a time.

I have exactly the same problem on my XPS 13 9310 2-in-1, but what I noticed is that if I press the Windows logo key when the screen is back it immediately comes back to normal.

I don't really know what it means, but could be useful on Dell's side to troubleshoot the problem... (and to regain control of the PC when it blacks!)

Hello all,

Dell helped me reset my whole XPS 9310 and I did not have the same issue for about 4 discharge cycles! But then as I started to download drivers as per their Support page and the Windows Update started to download drivers, the issue just happened for the first time today! 

I think I have narrowed it down to a couple of drivers/programs, and to be honest, I think its Intel!!! If you all want to help with this experiment of mine, these are the drivers that are new when this started to happen:

-Dell Power Management (I doubt this is it)

-Goodix Fingerprint Driver (I doubt this is it)

-Intel(R) Computing Improvement Program (no idea what this is - COULD be this!!)

-Intel (r) Integrated Sensor Solution (COULD be this)

Then, the below drivers programs were also automatically downloaded but I am not sure if they can be it?

-Killer Control Centre (I doubt this is it)

-Intel (r) Graphics Command Centre (COULD be this!)

If we all trial one-by-one taking out these drivers/programs from the "Unistall" page, and letting a whole discharge cycle happen after each uninstall, we could figure it out! I really want to keep this computer so I want to figure it out! We are very close guys, lets do this and figure this out! 

Who is with me?!

I installed the latest graphics driver after downloading it from Intel directly. So far so good.

@doomwithdon Oh nice, I have been avoiding downloading any drivers because I have no idea what is causing this. If you don't mind, what is your system's configuration, and what other drivers and software do you have on your computer? Of note, do you have any of the applications I mentioned above already installed? If so, then that helps us figure out that likely they are not the culprit. 

Thanks,

Except for Dell Power management, I have the rest installed.