Dell XPS 13 9310, Display issue after installing update!

Hi,

yeah so I emailed my local dell support about the problem and the guy that was assigned to me said it was indeed a problem... But as it is weekend at the moment I shall have to wait until Monday to (hopefully) have further information on how to solve this issue.

I really hope I don't have to send (again) my device for inspection -_-

@AttilaZ, I will try your proposed method after I receive news from the support. Perhaps mine could propose a defined solution and then I'll post it here. But if not, I shall give it a try.

@SimonKaars , it really seems to be a driver issue. For me everything works fine with the new intel driver. 

Dell will never recommend you to install an intel driver, because they have their own official drivers, even if it is well known that it would solve the issue. At some point Dell will also release a fixes driver. But, yeah, will be interesting to ser how the Dell technician solves this

@SimonKaars , did you try to install the latest intel video driver?

See page 6 for instructions.

Attila

I took delivery of a XPS 13 2-in-1 around December 15 and I have 2 intermittent problems.

1) screen went black and it comes back after I hit the power button

2) frizzy screen and I have to hit the power button to turn off the screen and and hit it again to turn the screen back on to normal.  

I called Dell support and they came to the conclusion that the problem is either the cable or the display panel. They asked me to send the laptop to their support depot to replace the screen.

I read through all the messages posted for this problem and it looks like several users in this group have similar problems.  Since I am not very technical and I cannot draw to the conclusion whether it is the driver or hardware problem. There is one post that the user had Dell to replace the screen, but did not fix the problem.  I don't want to send them my brand new laptop and they may replace the screen with refurbished parts and not fixing the problem.

My question is.

1) Is the problem driver, firmware or the screen hardware?

2) Does Dell use new spare parts or refurbished parts?

3) Has everyone else called Dell support and what they say?

I appreciate advice on what to do ?

1) Send it the laptop and let them replace the screen

2) Wait for a driver fix if it is driver problem only.

3) Try to return the laptop.

Thank you for your input and advice.

@patherlee 

It’s very likely just a driver problem. I would update to the latest drivers, and lower to 48Hz refresh rate and turn off HDR and Intel panel refresh and other Intel display power-saving features mentioned in other posts here. That is, while waiting for Dell to release an updated custom version of the drivers. 

You could instead install the latest generic Intel display driver, as mentioned before. That is reported to solve the issue, but I am waiting for Dell to release the customized version of that.

I wouldn’t waste time with tech support. You’re likely just getting an overseas generic script reader at Tier 1 anyway.

I just spoke to Dell support.  I have the same issue of screen frequently going blank then coming back a few seconds later.  New xps 13 9310.

Support immediately said it is a known issue and they were working on it.   Said to change freq to 48p in the Intel graphics settings panel.

 I think I am already getting dizzy from the lower refresh rate.  Don't know yet if this works.  Only about 30 minutes so far.

I just installed the latest intel driver (9126 build) per AttilaZ.  Changed refresh back to 59p.

I'll update if that helps

Thanks!

@SimonKaars , did you follow the instructuons from page 6? 

Which intel driver have you downloaded?

Attila

I followed the instructions from page 6 yes and downloaded the exe file from the link. I restarted and there is another driver installed (probably an older one)

@SimonKaars  You need to do the unistall steps more times perhaps, until you only see a generic microsoft driver inatalled (as described on page 6). Important is to stop the windows updates before/right after doing all those steps.

which driver version you downloaded from intel?