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Tom_sanchez

8 Posts

2951

May 18th, 2023 01:00

G15 5520, Black screen after update

Dell G15 5520

Dell G15 5520

Hello people, 

I have a G15 5520 that after an automatic update it restart with a black screen. I had to purchase a monitor in order to be able to access the computer as the main monitor/screen does not work at all. I can not get into BIOS as it only shows up into the main screen and not into the 2nd screen. I have talked to tech support and they told me that it seems to be the LCD cable, I personally do not think this will be a hardware problem, this could and should be a software issue as my system is not that old (11 months) and I do not close the lid a lot, I shut it down and leave it open at the desk. The main problem is that I am traveling and they do not provide me with international assistance as my basic support is technically nothing. To get things worse, they advice to make a transfer of ownership as I will stay for 2 years in this country... but, tech support from the country am in, told me that the basic plan does not cover internationally and they are not able to support... to make this a horrible story, the people from warranties can not sale me a plan because my problem has not been solved and they cant sale anything if the system is broken! So now I am technically stuck and this is one of those situations where you start loosing credibility about the brand. Anyways attached I have added some pictures to see if someone has an idea. I am pretty sure this will help many people if we find a solution and do follow up!


Device Manager on G15Device Manager on G15

Tom_sanchez

8 Posts

June 6th, 2023 21:00

Thanks for your response but had to change motherboard and screen... Motherboard was faulty and the screen cable was also damaged. Seems that sometimes it is not a software problem but a hardware problem!

Tom_sanchez

8 Posts

May 18th, 2023 01:00

Forgot to add that if the problem were an LCD cable then I wouldn't be able to get communication with the screen, then the LCD Built-in Self-Test (BIST) wouldn't be able to be performed. No damage to the screen or dead spots or whatever. Check them below.


IMG_20230518_034653.jpgIMG_20230518_034659.jpgIMG_20230518_034657.jpgIMG_20230518_034655.jpg

Tom_sanchez

8 Posts

May 19th, 2023 23:00

AdrianG001

4 Operator

 • 

4K Posts

June 6th, 2023 04:00

Perform a hard reset.

  1. Turn off the computer.
  2. Disconnect the AC adapter or power cable from the computer, and remove the battery (for Dell laptops with removable battery).
    NOTE: For Dell laptops that have a nonremovable battery, see the Dell knowledge base article  How to reset Real Time Clock (RTC).
    For Dell laptops with removable batteries, see the  User Guide for your Dell laptop for step-by-step instructions to safely remove the battery.
    NOTE: On select Dell Latitude laptops, try to recover the laptop using the forced ePSA method from a POST or boot failure. To learn more, see the Dell knowledge base article  How to Use Forced ePSA to Recover from POST or Boot Failure.
  3. Disconnect all devices such as USB drives, printers, webcams, and media cards (SD/xD).
  4. Press and hold the power button for 15 to 20 seconds to drain residual power.
  5. Connect the AC adapter or power cable and the battery (for Dell laptops).
  6. If your Dell computer can turn on but is unable to boot into Windows, identify the symptoms and follow the appropriate troubleshooting guide.
  7. If your Dell computer is not able to turn on, follow the troubleshooting guide for no power symptom

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