1 Rookie
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12 Posts
6
39128
December 18th, 2020 09:00
Random Black Screen issue on XPS 13 9310
Many people, including me, having random "Black Screen" issues on their new 9310s whereby the display turns off for 5-10 seconds while they are using the system (so not Standby).
Please see following posts:
https://www.reddit.com/r/Dell/comments/jtvo3q/new_xps_9310_screen_goes_black/
https://www.reddit.com/r/Dell/comments/kegsrz/xps_13_9310_display_turns_off_randomly/?sort=new
https://www.reddit.com/r/xps13/comments/k8wb4e/suggestion_turn_off_hardware_accelaration_for/
Is this a driver/firmware/BIOS or hardware issue?
All drivers and firmware are up to dat on my system as of 12/18/2020
No Events found!
geeker2
10 Posts
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January 2nd, 2021 12:00
that worked for me !
Pilot53
1 Message
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January 2nd, 2021 12:00
I have turned off the HDR and set the refresh to 48 Hz in an effort to forestall the Black screen. My laptop is only 2 days old. Very disappointing to be dealing with such a problem so early on..
memelord101
3 Posts
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January 3rd, 2021 04:00
@geeker2 did changing the refresh rate to 48 solve it permanently or does the black screen still happen once in a while?
memelord101
3 Posts
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January 3rd, 2021 05:00
@xssdav same exact thing happened to me. I first had the colored horizontal line problem shown in this post and then started getting the black screen. I've switched to 48 hz as it seemed to work for some people, so let's see. I'll update in a few days about whether the black screen issue still happens.
geeker2
10 Posts
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January 3rd, 2021 05:00
For me, it appears to have solved the issue. I have toggled back to the original setting a few times and the problem will reoccur. At 48 hz no problem.
AgrIC
4 Posts
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January 3rd, 2021 23:00
I'm also facing this problem. Just received it on 31/12/2020 and after 3 days its started to randomly black out without no reason. Is there any solution to this problem. Planning to return the order and request for refund. This is ridiculous , laptop with this price having problem like this.
geeker2
10 Posts
1
January 4th, 2021 05:00
try lowering the refresh rate to 48hz
AgrIC
4 Posts
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January 4th, 2021 05:00
@geeker2 do your xps problem solved? Is it worth it to keep the xps?
SiOrdish
2 Posts
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January 4th, 2021 06:00
Mine is working fine now too. Not sure what changed.
geeker2
10 Posts
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January 4th, 2021 06:00
Seems to work fine now
FloridaFireMedic
2 Posts
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January 4th, 2021 08:00
Paid over $2K for my XPS13 and just received it. The random black screen is also affecting me and quite frankly, I am dismayed these are occurring on a new machine! Dell--what is the fix? I've seen users reducing the refresh rate, but isn't that just a temporary fix for a machine that is supposed to be their "flagship" model? Do I need to return the computer for a replacement?
Signed,
Extremely Frustrated
geeker2
10 Posts
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January 4th, 2021 11:00
For what it is worth, I can't tell the difference in performance between 1920 by 1200 True Color (32 bit) 59 hz, 60 hz or 48 hz. What I do know is that the screen problem goes away when I use the 48 hz setting.
Good luck!
Partheos
1 Rookie
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15 Posts
1
January 4th, 2021 16:00
@FloridaFireMedic I was in the same boat. After spending 16 days with Dell, users on here figured out that perhaps this was a screen refresh rate issues. My problem was also that not having HDR on turned off my Dolby Vision and I was not able to watch Netflix or Youtube with HDR at all. Nor do any of my streaming services worked on the HDR, which is the main reason most of us buy this laptop.
I am returning mine because it was too much wasting time and not even able use it for what it was meant to. It is a shame that this issue came my. I think it hindered their Dell XPS 9310 majorily because it is a nice machine.
rodbr
1 Message
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January 4th, 2021 23:00
This isn't a fix, it's just hobbling the laptop to get around an issue. Rather like saying set your screen to black and white because the color is off...
Does anyone know if Dell is actually working on this?
Thanks
Partheos
1 Rookie
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15 Posts
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January 5th, 2021 08:00
@geeker2 do have your HDR turned off and if so, does Dolby Vision still work at 48hz with HDR turned off?