I've got this same problem on my XPS13 9350, which started last week. On startup, the Dell logo shows albeit with some very fine flickering bars about 1cm long, then the screen goes black. Works fine connected to a monitor and the touch screen still works, although the Intel Graphics Control Panel doesn't recognise the existence of the laptop screen. All drivers and Bios up to date. Mine's out of warranty also. This is my 2nd 9350 with display issues; the first was replaced under warranty within a month for a flickering display. This one has worked fine for 2 years..... Downgrading to windows 7 doesn't sound like a great option. Any suggestions gratefully accepted!
I was on the phone to Dell last night. While the staff member on their side was very professional it seemed they were simply using me to test out ideas rather than having any idea of how the issue would be fixed. They got me to try downgrading the BIOS to 1.6.1 (which made no difference as clearly articulated previously in this thread). They then got me to attempt downgrade to 1.5.1 which whether using cntrl escape method or the install method results in exactly the same error. BIOS downgrade unsupported. I have re-installed windows with the Dell BIOS OS recovery key twice and if I install the network driver windows update then destroys the laptop display by installing the Intel display driver again. Windows 10 Professional is now no longer functional on this system and I will be invoking my repair, replace or refund rights under Australian consumer law.
First post here, I too am having the same issue with my 9350 and it started happening right around the same time as everyone else. I tried all other fixes found around other forums; BIOS, chipset, reinstalling windows etc. Currently I have Ubuntu running on the laptop, but this is not ideal.
I have not fixed the issue, but what I have learned is hopefully useful in solving this problem:
I believe this problem was caused by an Intel HD Graphic 520 update that was released on 2/13/18, this was the day before I experienced the issue. I tried installing every older and newer version of the Intel Embedded Graphics, but all of them resulted in a black screen. HOWEVER, when I installed one of them(I can't remember right now, but it was one of the recent ones I believe, there are that many), when I restarted my laptop I noticed some different blackscreen behavior. While the other graphics drivers left the screen completely off, this one turned the backlight on but still would not display anything. I know this is not a solution by any means, but I believe it means that there is something wrong in the graphics driver firmware/microcode that was modified by the 2/13/18 Graphics driver update. Likewise, I don't think this firmware is readily updated when you reinstall Windows or even BIOS, but there must be a way to reflash/update the graphic driver firmware to stock?
Wish I had an answer, I'm bummed that my XPS is useless now.
Dell, please please please do right by your customers and fix this. I love your products, but this leaves a bad taste in my mouth will certainly discourage me when considering future products!
UPDATE. Yesterday I re-enabled the video driver, after having disabled it since my original post. To my surprise the screen is now working. Not sure what happened but fingers crossed its fixed itself.
I've got no explanation as to how its resolved itself. I had still been using the laptop, but with the graphics driver disabled. I had previously updated the BIOS and all that **bleep**... so... but yeh, give it a go.
Not sure if you all are still having this problem but I found a fix for me.
I've been following this thread for the last couple weeks because my GF's 9350 was having these exact same problems and I tried everything I could think of. I tried different bios versions, system resets, restores, driver downgrades, using the stock driver from 2006 microsoft. EVERYTHING. In either case it would either give me a black screen that I could only then view on an external screen or it would give me a lightshow rave screen that would make me want to seize.
What I eventually ended up doing was updating the BIOS to 1.7.0 and the MANUALLY UPDATING THE VIDEO DRIVER I GOT FROM INTEL.
unzipped that. And then followed the intel instructions to run the (.inf?) file in one of the folders (I think graphics) that comes with that zipped package. Then I powercycled the computer and now fingers crossed its working.
I'm posting here because Dell customer support was useless for help and since this is just barely out of warranty they wanted to charge me (and I assume you all too) for a repair. If someone from Dell CS eventually reads this, I think it's ridiculous that you want to charge your customers to fix YOUR UPDATE. /endrant
Hope this saves some of y'all some stress and work.
When you say power cycled do you mean hard reboot or just a restart? Didn't work for me with a restart. And yes warranty ran out in Feb problem started three weeks later. Dell CS told me I was out of luck even though this is clearly a driver issue and should be covered no matter what.
unzipped that. And then followed the intel instructions to run the (.inf?) file in one of the folders (I think graphics) that comes with that zipped package. Then I powercycled the computer and now fingers crossed its working.
I'm posting here because Dell customer support was useless for help and since this is just barely out of warranty they wanted to charge me (and I assume you all too) for a repair. If someone from Dell CS eventually reads this, I think it's ridiculous that you want to charge your customers to fix YOUR UPDATE. /endrant
Hope this saves some of y'all some stress and work.
but no luck. Could you maybe provide more Details what you mean by "powercycled"? (I tried both hard shutdown with Holding power button and normal restart). Or can you be more exact on how in Detail you installed the Driver? Also what about other Drivers? Was it a clean Windows install with nothing else installed?
As you got it to work, this would be very helpfull for many users here. Unfortunately Dell Support is completely useless...
The best driver software for your device is already installed. Suffice to say the Intel procedure is kind of not possible to follow if you only have the Microsoft Base Display Adapter driver installed. As I am not updating a driver for the Intel display adapter as if I install this driver the system is immediately unusable!
Dell wasted my time again today sending me a procedure to clear space on my hard drive. Quite what relevance that has to a faulty display driver I cannot fathom. Useless. They leep saying the problem is with engineering. But quite frankly they need to work together with Intel and get a display driver written which fixes the issue and released to the angry customers like me!
Update from me: After 3 calls with the dell support hotline, i could convince someone that they send a technician who will replace the mainboard on site (and check if the display is working with driver). The Dell warranty (1 year) is over, but in Europe (Germany) you have a warranty by law for 2 years, that's why they are doing it I guess. My proposal would be: try calling the hotline several times and hope for an understanding and cooperating technician!
I got the below from Dell. They recommended to turn off the driver temporarily.
"Thank you for the confirmation. This is just a temporary fix, we are working with Intel to get an update on this. I do not have an ETA as to when the fix is available. There will be an update available on our support shortly."
matt2db
3 Posts
0
April 17th, 2018 11:00
I've got this same problem on my XPS13 9350, which started last week. On startup, the Dell logo shows albeit with some very fine flickering bars about 1cm long, then the screen goes black. Works fine connected to a monitor and the touch screen still works, although the Intel Graphics Control Panel doesn't recognise the existence of the laptop screen. All drivers and Bios up to date. Mine's out of warranty also. This is my 2nd 9350 with display issues; the first was replaced under warranty within a month for a flickering display. This one has worked fine for 2 years..... Downgrading to windows 7 doesn't sound like a great option. Any suggestions gratefully accepted!
Frogface99
5 Posts
0
April 18th, 2018 01:00
I was on the phone to Dell last night. While the staff member on their side was very professional it seemed they were simply using me to test out ideas rather than having any idea of how the issue would be fixed. They got me to try downgrading the BIOS to 1.6.1 (which made no difference as clearly articulated previously in this thread). They then got me to attempt downgrade to 1.5.1 which whether using cntrl escape method or the install method results in exactly the same error. BIOS downgrade unsupported. I have re-installed windows with the Dell BIOS OS recovery key twice and if I install the network driver windows update then destroys the laptop display by installing the Intel display driver again. Windows 10 Professional is now no longer functional on this system and I will be invoking my repair, replace or refund rights under Australian consumer law.
barthmania
14 Posts
0
April 18th, 2018 03:00
Any update from your side ?
Thanks.
rewsiffer
3 Posts
1
April 18th, 2018 15:00
First post here, I too am having the same issue with my 9350 and it started happening right around the same time as everyone else. I tried all other fixes found around other forums; BIOS, chipset, reinstalling windows etc. Currently I have Ubuntu running on the laptop, but this is not ideal.
I have not fixed the issue, but what I have learned is hopefully useful in solving this problem:
I believe this problem was caused by an Intel HD Graphic 520 update that was released on 2/13/18, this was the day before I experienced the issue. I tried installing every older and newer version of the Intel Embedded Graphics, but all of them resulted in a black screen. HOWEVER, when I installed one of them(I can't remember right now, but it was one of the recent ones I believe, there are that many), when I restarted my laptop I noticed some different blackscreen behavior. While the other graphics drivers left the screen completely off, this one turned the backlight on but still would not display anything. I know this is not a solution by any means, but I believe it means that there is something wrong in the graphics driver firmware/microcode that was modified by the 2/13/18 Graphics driver update. Likewise, I don't think this firmware is readily updated when you reinstall Windows or even BIOS, but there must be a way to reflash/update the graphic driver firmware to stock?
Wish I had an answer, I'm bummed that my XPS is useless now.
Dell, please please please do right by your customers and fix this. I love your products, but this leaves a bad taste in my mouth will certainly discourage me when considering future products!
Thanks.
tomadru
16 Posts
0
April 21st, 2018 07:00
UPDATE. Yesterday I re-enabled the video driver, after having disabled it since my original post. To my surprise the screen is now working. Not sure what happened but fingers crossed its fixed itself.
johafarr
16 Posts
0
April 23rd, 2018 02:00
Hi Tomadru,
So you are suggesting that tonight I take out my XPS 9350 out from the closet shelf and I try to push any updates? :)
This took me so much time I had given up and I am writing this from a new Acer (cheap and cheerful BUT WORKING) laptop. Had no other choice.
tomadru
16 Posts
0
April 24th, 2018 11:00
I've got no explanation as to how its resolved itself. I had still been using the laptop, but with the graphics driver disabled. I had previously updated the BIOS and all that **bleep**... so... but yeh, give it a go.
RNHmedia
1 Message
1
April 28th, 2018 17:00
Not sure if you all are still having this problem but I found a fix for me.
I've been following this thread for the last couple weeks because my GF's 9350 was having these exact same problems and I tried everything I could think of. I tried different bios versions, system resets, restores, driver downgrades, using the stock driver from 2006 microsoft. EVERYTHING. In either case it would either give me a black screen that I could only then view on an external screen or it would give me a lightshow rave screen that would make me want to seize.
What I eventually ended up doing was updating the BIOS to 1.7.0 and the MANUALLY UPDATING THE VIDEO DRIVER I GOT FROM INTEL.
https://www.intel.com/content/www/us/en/support/articles/000005629/graphics-drivers.html
I downloaded the zipped version of the file...
win64_24.20.100.6025
unzipped that. And then followed the intel instructions to run the (.inf?) file in one of the folders (I think graphics) that comes with that zipped package. Then I powercycled the computer and now fingers crossed its working.
I'm posting here because Dell customer support was useless for help and since this is just barely out of warranty they wanted to charge me (and I assume you all too) for a repair. If someone from Dell CS eventually reads this, I think it's ridiculous that you want to charge your customers to fix YOUR UPDATE. /endrant
Hope this saves some of y'all some stress and work.
mrpatgrant
1 Message
0
May 2nd, 2018 07:00
When you say power cycled do you mean hard reboot or just a restart? Didn't work for me with a restart. And yes warranty ran out in Feb problem started three weeks later. Dell CS told me I was out of luck even though this is clearly a driver issue and should be covered no matter what.
dettofatto
25 Posts
0
May 2nd, 2018 14:00
Didn't work for me too...
struggler92
2 Posts
0
May 3rd, 2018 01:00
I tried the procedure described by RNHmedia
but no luck. Could you maybe provide more Details what you mean by "powercycled"? (I tried both hard shutdown with Holding power button and normal restart). Or can you be more exact on how in Detail you installed the Driver? Also what about other Drivers? Was it a clean Windows install with nothing else installed?
As you got it to work, this would be very helpfull for many users here. Unfortunately Dell Support is completely useless...
Frogface99
5 Posts
0
May 3rd, 2018 02:00
Attempt resulted in...
The best driver software for your device is already installed. Suffice to say the Intel procedure is kind of not possible to follow if you only have the Microsoft Base Display Adapter driver installed. As I am not updating a driver for the Intel display adapter as if I install this driver the system is immediately unusable!
Dell wasted my time again today sending me a procedure to clear space on my hard drive. Quite what relevance that has to a faulty display driver I cannot fathom. Useless. They leep saying the problem is with engineering. But quite frankly they need to work together with Intel and get a display driver written which fixes the issue and released to the angry customers like me!
struggler92
2 Posts
0
May 4th, 2018 04:00
Update from me: After 3 calls with the dell support hotline, i could convince someone that they send a technician who will replace the mainboard on site (and check if the display is working with driver). The Dell warranty (1 year) is over, but in Europe (Germany) you have a warranty by law for 2 years, that's why they are doing it I guess. My proposal would be: try calling the hotline several times and hope for an understanding and cooperating technician!
johafarr
16 Posts
0
May 4th, 2018 08:00
I got the below from Dell. They recommended to turn off the driver temporarily.
"Thank you for the confirmation. This is just a temporary fix, we are working with Intel to get an update on this. I do not have an ETA as to when the fix is available. There will be an update available on our support shortly."
dettofatto
25 Posts
0
May 5th, 2018 04:00
Uninstalling?
Thank you!