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Dell xps 9350 black screen after Intel driver update
Hi,
First of all, I'm highly dependent on this laptop for work and study. Unfortunately, it became unusable a couple days ago. Some things that happened the day before the screen turned black:
- Windows update to 20H2 (19042.746) (feature exp pack 120.2212.551.0).
- Driver update to DC drivers through the official Intel driver and support assistant (replaced the graphics control software with the new command center).
The morning after, the display went black.
When the display does work: during boot, in safe mode and using the generic Microsoft drivers.
What I tried:
Installing official Dell drivers thought their website: 21.20.16.4664 (A10), 26.20.100.7986 (A15) ==> black screen during install
Last Intel DCH drivers installed though Intel driver and support assistant ==> black screen.
Uninstalling display drivers using DDU software.
System repairs
Multiple system restores to points in time the pc worked fine.
Luckily I can control / troubleshoot my xps using remote desktop software, so I can perform recommended repairs.
System information:
Dell xps 9350
i7-6560U
Windows 20H2 (19042.746)
Latest bios
All drivers up to date using Dell support assist
Any help would be extremely appreciated!
ejn63
10 Elder
10 Elder
•
24.8K Posts
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February 6th, 2021 08:00
Will a screen diagnostic run? Hold D through powerup -- you should see a series of test screens appear.
Ivh
4 Posts
0
February 6th, 2021 08:00
Hi, thanks for your help!
Yes that works perfectly fine (a red, green, blue, black and white screen can be seen). As said in my post, the display works fine in safe mode or with the generic Microsoft drivers.
Lots of xps owners seem to experience this issue lately. The screen works until windows is booted
Ivh
4 Posts
0
February 7th, 2021 06:00
I'm starting to feel like support here is only for easy to fix issues.
Ivh
4 Posts
0
February 7th, 2021 11:00
Here for further updates: https://forums.tomshardware.com/threads/can-intel-integrated-graphics-die-cpu-works-fine.3686062/
Mmaman
8 Posts
0
February 22nd, 2021 01:00
I have the same problem. It happened after an update of windows 10. I also have 9350 with iris 540. The screen work with microsoft driver only
johnptd
380 Posts
0
February 22nd, 2021 03:00
Ivh,
Did you try reverting to the previous Intel video driver? The one prior to 26.20.100.7986 (A15) is 26.20.100.7263 (A14).
JohnD
Mmaman
8 Posts
0
February 22nd, 2021 04:00
Same here
https://www.windowsq.com/t/dell-xps-black-screen-after-boot-intel-iris-540.882/
Mmaman
8 Posts
0
February 22nd, 2021 04:00
I already tried to reinstall windows. But i'll try to install chipset from intel first
johnptd
380 Posts
0
February 22nd, 2021 04:00
Not sure of that will work. From what I could find about this issue which seems to be rather common with this system is that there appears to be some sort of conflict between the BIOS and/or chipset and the Intel driver. Here is what one person had to do to fix it:
"The only way I found to get around this was to wipe, re-install Windows and get the latest chipset drivers directly from intel before installing any video driver. After that it worked. Dell really messed this one up."
A rather drastic solution.
JohnD
Mmaman
8 Posts
0
February 22nd, 2021 04:00
It happened just after KB4023057 and KB4601319 updates. But i cant uninstall them. (There is no uninstall button on these)
johnptd
380 Posts
0
February 22nd, 2021 23:00
You are sure no Dell updates were installed shortly before that? KB4023057 is an update for Windows Update so it should not have been a problem. Have you tried uninstalling KB4601319 using "Control Panel" > "Programs and Features" > "Installed Updates"? Right-click on the KB4601319 entry and an "Uninstall" button should pop up.
JohnD
Mmaman
8 Posts
0
February 23rd, 2021 06:00
You are right. That's not the microsoft updates. I tried a fresh install with an older installation support. I keeped internet disabled and installed Chipset driver, intel ME and finally the graphic driver. Same issue...
Thank you for your help