St0RM53
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XPS 13 9370 LCD firmware update - Black screen

Hello. I've used the tool to update the LCD firmware found here https://www.dell.com/support/home/uk/en/ukdhs1/drivers/driversdetails?driverId=XR19K&osCode=WT64A&pr...

and now the laptop won't boot, shows a black screen. I understand that i need to flash the display externally, but can i have a working firmware and some details to do it? I have a few programmers but i don't know if they support the IC on the display.

Kind regards

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15 Replies
Community Manager
Community Manager

Re: XPS 13 9370 LCD firmware update - Black screen

Hi St0RM53,

 

Thanks for posting.  Apologies that your system was having problems with the display.

 

The instructions for this firmware update was that it fixed the issue where the position of the cursor does not display correctly on the screen while using touchpad.  Hopefully you installed it for that reason.

 

Have you tried an external monitor?  Are you able to see your information with the external monitor?  If so, you may wish to uninstall the update and revert back to the original configuration.  Then run systems diagnostics to troubleshoot that touchpad issue prior to downloading the update again.

 

Here is information from the Dell knowledge base you may find helpful:

How to Troubleshoot Display or Video Issues on Dell Laptop LCD Panel

 

If you still require assistance and the system is under warranty, you may contact me privately. Be sure to include your personal information (name, address, telephone, email) and your computer's service tag number in your message. Thanks.

 

If there is no warranty, then you could contact our Out of Warranty team to get a quote for a paid service request. 


Dell-Robert P
Social Media Support
#IWork4Dell
To help us troubleshoot, please send us the Dell service tag number via a private message
Would you like to be a Dell Community Rockstar?


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XeonK
1 Copper

Re: XPS 13 9370 LCD firmware update - Black screen

Hi Robert,

Currently I'm having the same issues after updating the lcd firmware in folder 9370 - > B133ZANxxxx

Appreciate your urgent help since the lcd are totally blank and I even can't see anything when I press Ctrl+Esc.

It will be great if you can share on way how to restore the original dell lcd firmware. 

Thank you

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Community Manager
Community Manager

Re: XPS 13 9370 LCD firmware update - Black screen

Hi XeonK,

 

Thanks for your post.

 

Here is information from the Dell knowledge base you may find helpful:

How to Troubleshoot Display or Video Issues on Dell Laptop LCD Panel

 


Dell-Robert P
Social Media Support
#IWork4Dell
To help us troubleshoot, please send us the Dell service tag number via a private message
Would you like to be a Dell Community Rockstar?


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St0RM53
1 Nickel

Re: XPS 13 9370 LCD firmware update - Black screen

Yes there was an issue with the screen not displaying correctly, after what i think was an automatic driver update. The bios doesn't seem to load, so OS doesn't load so external monitor doesn't work (tried).

You cannot uninstall a firmware upgrade. It is flashed on the lcd controller. I can let you know the s/n of the laptop so you can send me the correct firmware and instructions on how to flash it using an external programmer.

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Community Manager
Community Manager

Re: XPS 13 9370 LCD firmware update - Black screen

Unfortunately I do not have the ability to do that.  You would need to call tech support in your country for further assistance.


Dell-Robert P
Social Media Support
#IWork4Dell
To help us troubleshoot, please send us the Dell service tag number via a private message
Would you like to be a Dell Community Rockstar?


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St0RM53
1 Nickel

Re: XPS 13 9370 LCD firmware update - Black screen

Well the firmware you supplied broke the screen. So you are telling me to RMA it to you then?

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Community Manager
Community Manager

Re: XPS 13 9370 LCD firmware update - Black screen

St0RM53,

Unfortunately no, but according to the terms of the warranty agreement additional troubleshooting is needed.  It does not appear that I can not provide that here on the forum.  So, you would need to contact Tech Support in your country, or get the information for the Service Facility there so they can troubleshoot further.  Thanks.


Dell-Robert P
Social Media Support
#IWork4Dell
To help us troubleshoot, please send us the Dell service tag number via a private message
Would you like to be a Dell Community Rockstar?


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St0RM53
1 Nickel

Re: XPS 13 9370 LCD firmware update - Black screen

Hello again. I used a different external display adapter and it shows the OS correctly, i've tried your tool again but just says error; how can i re-flash the firmware of the internal display? Kind regards

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St0RM53
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Re: XPS 13 9370 LCD firmware update - Black screen

Also called tech support and they have no idea

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