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adele b
1 Copper

XPS 9343 screen black

My laptop powers up to a black screen, no Dell logo.  I have a seaparate monitor so I know the system is working.  I have updated the Bios and Dell update downloaded a chipset driver update but cannot install it.  I get the following message --

The following files could not be installed at this time:
  • Intel Dynamic Platform and Thermal Framework Chipset_Driver_JXYJD_WN32_8.1.10605.221_A02_02.EXE (99 MB) View details

One of the solution posts for a black screen suggests updating the chipset driver

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2 Replies
U2CAMEB4ME
4 Ruthenium

Re: XPS 9343 screen black

Welcome to the Dell Community  @adele b 

Power-on and start tapping the " F12 " key.

Run the Diagnostics making note of any errors.

Post back with the results.

You could also try running "LCD-BIST"

How to Run the LCD Built-in Self-Test on a Dell Laptop:

https://www.dell.com/support/article/ba/en/badhs1/sln131497/how-to-run-the-lcd-built-in-self-test-on...

Best regards,

U2


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adele b
1 Copper

Re: XPS 9343 screen black

I've tried F12 and F2 numerous times but no response.  I've tried BIST method 1, no response.  I'll try method 2.

I think I need to find out how to get the new chipset driver I mentioned installed.  Can't get any support from Dell because the computer is 4+ years old.

I may try to get into Diagnostics from my separate monitor where everything is working.  I've run the Dell hardware scan 3 times and it finds no problems.

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