Random Black Screen issue on XPS 13 9310

And I just saw this post regarding the same issue:

https://www.dell.com/community/XPS/DELL-XPS-13-9310-ISSUES/m-p/7764692

I have the same issue.

Bought my XPS 13 9310 one week ago and the screen turns off or turns black randomly. 

Please need info, how to solve this. 

I just finished chatting with support and they told me there are some troubleshooting steps to try but he never got it to me

Got this from support to try, I'll try it tonight:

Run the LCD BIST:

To run the LCD BIST (Built in Self-test) first power off the computer.

Then while holding the 'D' key on the keyboard push the power button and then release both of them at the same time.

This will initiate a white screen, then red, then blue, then green then black, to determine if the video distortion issue is still present.

Thank you for confirming you are having this issue as well.

I've already tried these steps and  everything seems fine. 

Hopefully Dell or Intel will address this issue. It is more than likely related to the Intel Iris Graphics driver...

Check cpu power with intel TOOL

Log results and see when it happens if the cpu is very hot

https://software.intel.com/content/dam/develop/external/us/en/documents/IntelPowerGadget_3.5.9.msi

https://software.intel.com/content/www/us/en/develop/articles/intel-power-gadget.html

power logging

Introduction

Intel® Power Gadget is a software-based power usage monitoring tool enabled for Intel® Core™ processors (from 2nd Generation up to 10th Generation Intel® Core™ processors). Intel® Atom™ processors are not supported. It is supported on Windows* and macOS* and includes an application, driver, and libraries to monitor and estimate real-time processor package power information in watts using the energy counters in the processor. With this release, we are providing functionality to evaluate power information on various platforms including notebooks, desktops and servers. Windows 7* and 32-bit versions of the Intel® Power Gadget for Windows* has ceased development from 3.0.7. Starting with version 3.5 and going forward, only the 64-bit version and Windows 8* will be supported.

I have the issue with the 9310--it has nothing to do with CPU temp, since it happens after boot after it's been off a while. I'm testing now if the issue is having the display at 60 Hz refresh--I stepped it down to 48 Hz. (Still have the problem after turning off HDR, perhaps a bit better.) Seems like poor or insufficient testing to rush out the new model, not sure whether Intel or Dell (--since I don't know what Iris Xe / TigerLake laptops from HP and Lenovo affected if any).

hi all- same issue. brand new 9310 2-in-1 with 1165G7 CPU and 16GB RAM.

computer will momentarily lock up, cut to black or a distorted color pattern, then recover in about 5 seconds. seems to happen randomly- can't reproduce it with any specific user action.

all my drivers are up to date per

https://www.dell.com/support/home/en-us?app=drivers

seems to be happening less frequently with the nov (27.20.100.8935, A02) intel driver, but is still present.

would appreciate an update from dell with further info. cheers.

Having the exact same issue on the same computer. Very annoying

Yup, I am having the same issue on a dell xps 9310 2 in 1. 

Hi,

I hope you are doing good.

We haven't heard back from you. I just wanted to check if you were able to perform the previously shared steps. If yes, please lets us know the outcome.

Have a great day!

Same is happening to me. Drivers are up to date for me. Any solutions or root causes found? Will have to return this laptop if no solution is found.

Thank you for staying connected. I'm Aniketh, and I will be assisting you.

If I have understood correctly, you’re facing an issue with the display. We will look into this for you right away. I will need your help in performing some simple steps to identify what’s causing this.

Please share the service tag of the computer along with the registered owner's name and email ID over a private message so that we can assist you better. 

If you have already tried any troubleshooting apart from updating the drivers and firmware, do let us know so that we don't repeat the steps. 

It is also happening to me, I didn't contact Dell support as I don't think is a hardware issue but it's super annoying.

Actually I was facing this problem first: https://www.dell.com/community/XPS/Dell-XPS-13-9310-Display-issue-after-installing-update/td-p/7735493 (I freaked out the first time it happened as the laptop was less than a week old) and with help from that post I fixed it, now in the last hour the screen has gone black for ~5 secs for 3 times. Also it seems to happen more often while using the pc because it didn't happen while watching video