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3 Posts
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11016
April 22nd, 2021 07:00
XPS 15 9500, dim display on wake up
Having a strange issue with my 9500. When waking the device, occasionally, the screen will awaken extraordinarily dim, nearly black. I have yet to establish a clear pattern of the occurrences, but it seems to happen often when I touch the mouse to wake the device immediately after the screen turns off due to inactivity.
When the screen is in the extremely dark mode, the device seems to be fully functional; I am able to see things on the screen if I look very closely. However, normal usage is impossible, and I am unable to restore the screen brightness to normal levels.
Another used seems to have a similar issue here, although with different causality:
I believe I am also experiencing a firmware/BIOS issue that cannot be fixed on my end, but if anyone has any ideas, I'd love to here them!
Thanks in advance.
Device specifications:
Dell XPS 15 9500
10th Generation Intel® Core™ i7-10750H (12MB Cache, up to 5.0 GHz, 6 cores)
Windows 10 Pro 64-bit English
NVIDIA® GeForce® GTX 1650 Ti 4GB GDDR6 with Max-Q
16GB, 2x8GB, DDR4, 2933MHz
512GB M.2 PCIe NVMe Solid State Drive
15.6" FHD+ (1920 x 1200) InfinityEdge Non-Touch Anti-Glare 500-Nit Display


DELL-Nat M
Community Manager
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3.7K Posts
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21K Points
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June 18th, 2021 13:00
As per our lvl 3 engineers, the fix was:
1. Disable Panel Self-Refresh in IGCC software;
2. Additionally edited Registry Entry: HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Control\Class
{4d36e968-e325-11ce-bfc1-08002be10318}\0000
Modified "FeatureTestControl" DWORD's value to be: "00008a1.
GorgiGR
1 Message
2
May 5th, 2021 02:00
I have the exact same problem here. Any ideas?
AdrianG001
6 Operator
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4K Posts
2
May 5th, 2021 06:00
I have the same issue since a couple of weeks. I guess a windows update or a driver update for Intel/Nvidia has caused the issue. I use a flashlight to light the display and restart my laptop to get the screen light back on again.
prustygunn
1 Rookie
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1 Message
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May 19th, 2021 00:00
Exact same thing happening here. I found that if I close the lid, and then reopen it, it comes back as if it were in sleep mode. But not really what you expect after spending Apple money on a PC.
bHAWKd
5 Posts
2
May 19th, 2021 10:00
I just noticed this too. When the laptop wakes up to an extremely dim screen, I had to hit the power button once, to put the laptop to sleep, and click it again to bring it out of sleep and the screen gets back to normal. What would be causing this issue? It’s very annoying.
commodon
1 Rookie
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104 Posts
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May 19th, 2021 13:00
Speaking from experience with a multitude of systems including Dell as well as from other manufacturer's, waking a system from "Sleep" is best accomplished by tapping the CTRL key a few times opposed to moving the mouse or swiping a touchpad.
For the sake of testing, the next time you try waking your system, tap the CTRL a few times to see if the issue still occurs.
KKSP
5 Posts
1
May 19th, 2021 14:00
I also have the exactly same problem. In my case dim display will only apper if my laptop goes to sleep while charging. So while charging and laptop goes to sleep mode, and when I try to wake up my laptop it will wake up with very dim display. When this happens I close the lid and open it and normal lock screen appears with normal brightness. My sepcs are also same as yours. I used this laptop nearly one month and suddenly this issue appears. I did factory reset but even after that still this porblem continues.
PNW_Rainier
1 Message
1
May 22nd, 2021 17:00
I am having the same problem with an out of the box XPS 9500. I ran the windows updates and Dell Command updates. Now when it try to wake it up from sleep, the screen is so dim I can hardly see what is on the screen. I have to use a flash light to see what I am doing. Rebooting resolves it but I was able to get the display to show after closing the lid, but that doesn't always seem to work.
bHAWKd
5 Posts
2
May 25th, 2021 09:00
Hey guys... i have an update. I got in touch with Dell Pro Support. After troubleshooting with Dell for almost 2 hours they found an in house article regarding a Hardware issue with the monitor on the first few versions of the Dell XPS 9500 that was causing this issue. They sent a technician to my place with a brand new monitor (new top half of the laptop) and replaced it for me. I have been using the laptop for the last few days and have had no issues. The screen replacement also fixed a tolerance issue i had when the screen was closed. When i carry the laptop closed like a notebook and hold it around the middle of the hinged edge, the screen would pop open a little. This does not happen anymore. So i would suggest calling dell right away (while in warranty) and getting your screen replaced. Send me a message if you need more info.
ItsXela
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3 Posts
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May 26th, 2021 08:00
Hey, really appreciate this update! I have been messaging back and forth with Dell for a few weeks now, and they offered a screen replacement but I was hoping that we could find an alternate solution. If there it is in fact a hardware defect, I suppose I have no other choice. I am also experiencing that additional issue you mentioned with the screen opening up slightly when carrying the laptop from the bottom, so I would assume that we received the same defect in our devices. Thanks again, I will show them this comment.
Futuresherlock
1 Message
0
June 4th, 2021 19:00
bHAWKd, I have the exact same issue on my brand new out of the box Dell XPS 15 9500, how did you get in touch with Dell's Warranty team?
bHAWKd
5 Posts
0
June 8th, 2021 15:00
you can get in touch with them using support assist on your laptop. Or just call or chat with them using their support website
KKSP
5 Posts
1
June 18th, 2021 13:00
This solution worked on my xps 15.
iterable
1 Message
1
June 23rd, 2021 08:00
I didn't have the Panel Self-Refresh in Intel Graphics Command Center (I believe it's supposed to be under System > Power), but the second part of that seemed to work for me:
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Control\Class\{4d36e968-e325-11ce-bfc1-08002be10318}\0001
FeatureTestControl set to 8a1 using Hexadecimal. Note that I found mine under 0001 and not 0000
WalkingInRhythm
1 Rookie
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9 Posts
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July 16th, 2021 10:00
Hi,
I have had this issue since April but none of the tech support engineers mentioned this fix. I had to find the panel self-refresh part of the fix in the forums from a related issue but did not know about this specific fix.
Thank you.
Regards,
Tim