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42707
November 11th, 2020 16:00
Dell XPS 13 9310, Display issue after installing update!
Hello,
My Dell XPS 13 9310 with the 11th generation i7 processor, Intel(R) Iris Xe Graphics, and preinstalled Ubuntu 20.04 (Kenel 5.6.0.1022-oem) just arrived yesterday. After installing the suggested updates, I restarted the laptop and it has been restarted with flickering/tearing (horizontal lines) and I cannot see and do anything. Then it goes into GNU GRUB options.
I restored the system into the original configuration and have updated firmware to the last version (Ver. 1.1.1) and after installing the updates, it has still the same issue.
I have tried Ubuntu 18.04 and after installing updates the same issue came back again!
Thanks in advance for your comments!
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AttilaZ
37 Posts
0
December 28th, 2020 02:00
Make sure you dont update windows or at least pause it for a while, otherwise it will install again a bad driver. ( personally , i completely switched off device driver updates through windows for now).
jratico
2 Posts
0
December 28th, 2020 02:00
I installed the iris graphics 27.20.100.9079 version under device manager > display adapter > update driver> browse my computer.. then unchecked the self refresh and everything else on intel graphics command center>system> power and (fingers crossed) it's been 24 hours now without a system freeze up/BSOD. I was about to return the laptop after so many BSOD s.
tkro
2 Posts
0
December 28th, 2020 08:00
Yes, the update did not fix my issues either.
Dell Suppor has been responsive - responding with a list of troubleshooting steps for me to follow. Why am I performing Dell warranty support after spending USD 1100 on this laptop?
tkro
2 Posts
0
December 28th, 2020 11:00
The Intel update.
I voiced my concern and Dell finally scheduled a tech to come onsite to fix my issue. Just need to figure out a COVID-proof way to have the tech service the laptop. 2020 problems!!
AttilaZ
37 Posts
0
December 28th, 2020 11:00
Hi @tkro ,
What update you mean when you say that it didn't fix your issue?
Yes, apparently this is DELL's new business model. They use the customers to debug their issues :)). It is really a shame. Dell support so far has been a catastrophe....I mean the online support. I've been in touch with the local support team from Germany as well. The latter are good professionals, but they didn't have any news on the issue at the point I talked to them.
AttilaZ
37 Posts
0
December 28th, 2020 12:00
Hi @tkro ,
Let's see what they do.
AttilaZ
37 Posts
1
December 28th, 2020 14:00
@tkro , did you install the version I mentioned following the steps I mentioned? Interestingly, after installing the latest intel driver, I didn't get any black screen. But it is too early to conclude anyway. Maybe it is a coincidence.
AttilaZ
37 Posts
1
January 3rd, 2021 03:00
Hi @YassineS ,
For me, none of these helped. But the latest intel driver seems to do the job. See my other post for details.
Attila
YassineS
14 Posts
0
January 3rd, 2021 03:00
Hello everyone,
An update on the situation. It seems to me that the issue is solved. So far, no artefact and no screen flickering.
Solving the artefact: disabling the panel self-refresh in the Intel Command Center.
Solving the screen flickering: disabling hardware acceleration in the app I use (Edge and Word). For word, this also solved this issue.
I have re-enable all items on startup (app and other-than-windows-services), no side effects so far. Refresh rate on 60hz. I am re-enabling HDR to see if that causes the issues to come back. Same with ClearType. I will keep you updated.
Cheers, Yassine
Flaksy25
1 Message
0
January 3rd, 2021 17:00
Change Refresh Rate down ton 48Hz...that worked for me. It is not ideal and there should be a fix for it but in the meantime this stops you from getting a blank screen every 10mins!!! Under Advanced Display Settings.
Busanga
1 Rookie
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64 Posts
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January 4th, 2021 10:00
What difference would we see on a 4k screen by setting the refresh rate to 48hz. ? That is on the XPS13 2 in 1 9310 4K screen
DELL-Cares
Moderator
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27.6K Posts
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22 Points
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January 5th, 2021 06:00
Hi,
Prajwal here from Dell community.
I'm following up with you to check the status of the system.
Please get back to us so that we can take the case further.
Regards,
Prajwal
Busanga
1 Rookie
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64 Posts
0
January 7th, 2021 05:00
SimonKaars
10 Posts
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January 7th, 2021 05:00
Hi, Yesterday, I receveid my device as a replacement for a previous broken device. Happy start but then the screen flickering started happening also. Now every 15 minutes the black screen comes up for a couple of seconds and then goes back to normal. Did they already publish a fix or are you guys also still struggling?
Busanga
1 Rookie
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64 Posts
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January 7th, 2021 06:00
which newest drivers are those, i have run update and installed all the latest drivers indicated by the dell update and the windows update. Is there a manual update i should do ?