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Go to SolutionRandom 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
23724
2
Posted December 18th, 2020 09:00
And I just saw this post regarding the same issue:
https://www.dell.com/community/XPS/DELL-XPS-13-9310-ISSUES/m-p/7764692
23705
6
Posted December 18th, 2020 12:00
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.
23695
0
Posted December 18th, 2020 15:00
I just finished chatting with support and they told me there are some troubleshooting steps to try but he never got it to me
23692
0
Posted December 18th, 2020 16:00
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.
23669
1
Posted December 18th, 2020 20:00
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...
23651
0
Posted December 19th, 2020 05:00
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.
23634
0
Posted December 19th, 2020 10:00
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).
23609
5
Posted December 19th, 2020 15:00
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.
23481
4
Posted December 22nd, 2020 08:00
Having the exact same issue on the same computer. Very annoying
JustNice
4 Posts
27675
1
Posted January 6th, 2021 16:00
here's how to fix it: update your intel graphics driver from version 27.20.100.8935 to Version: 27.20.100.9079 from intels official site (downloadcenter.intel.com)