Inspiron 13-7370, LCD won't wake up

@kbj0001 

I've got this issue too.  Thanks to your post on another thread ‎(dated 02-21-2019 05:50 AM) I've managed to work around the issue by setting the Windows power setting "Screen: turn off after" to "Never", which has saved me so much hassle.  Thank you!

I see from this current thread that the issue hasn't been resolved though.

I've tried using both the Windows Update supplied 2018 driver for Intel UHD 620, plus the latest 2019 driver from Intel download centre, but the problem persists.

Same. I keep getting recommendations to update BIOS (which I was already up to date with), enable/disable two different values in the BIOS, run Windows Update, run SupportAssist, reset power states, etc. I always keep my machines patched and up to date so none of this made any difference for me.

At the end of the day, on my Inspiron 7370, if I enable any setting other than 'Never' under 'Turn screen off after', more often than not my machine will turn off the screen and then enter a non-responsive state that requires the machine to be hard rebooted, thus losing any state of anything I had open and not saved. This is not the way a core i7/16GB/512GB laptop in 2019 should work. 

Update:

My 7370 was returned to Dell who replaced the motherboard - ie basically confirming IT IS a hardware issue. BUT I still had the exact same issue after the swap out, despite paperwork saying it was tested and was working...

Long story cut short, I now have a new updated replacement model (7370 no longer in stock) with a 2 year guarantee (plus some cash back for hassle because I bought through a 3rd party company with excellent service). I realise I am fortunate. 

Big thanks to those posters who maintained this was a hardware issue, it pushed me to get it looked at rather than persevering with trying to change various settings and trying to identify potential conflicts.

For those still having issues - IF YOU ARE UNDER WARRANTY, GET IN TOUCH WITH DELL ASAP. (If you bought via a 3rd party I'd contact them in the first instance dependant on how the sale of goods contract works in your country).

If no recourse - set laptop screen & power to never sleep within power options and never close the lid unintentionally ie without fully shutting down first.

(Trust me I know what a pain this issue is. I would rather have had the old machine working with no hassle than a new updated one and the cash back).

I'm having the same issue with a 3780. Laptop worked fine for the first week or two, then it developed this issue... 

I finally have a solid answer from Dell on this.  This is how the laptop is designed to operate.  It is a power-saving feature, I'm told.

I called in with this problem after reinstalling windows a couple of times myself.  Eventually they had me send the laptop in for repair.  I got it back a few weeks later with a note saying that they had reinstalled windows, and the hardware testing fine.  After some angry fist-shaking to the sky, I tried it out.  Same problem.

I called back into support.  Eventually they directed me into the BIOS and had me go to Power Managerment->USB Wake Support, then check the box for Enable USB Wake Support.

Once I was back into Windows, I found that as long as I had any kind of a USB device plugged in before the laptop's screen turned off, it would come right back on as soon as I touched the keyboard or track pad.  If no USB device was plugged in when the display turned off, there was no way to wake it without rebooting.

They told me this is a power-saving feature.  The best I could gather was that when the display turns off, it cuts all power to USB ports, including the internal USB ports that they keyboard and mouse are plugged into.  This has to be the dumbest idea that I've ever heard in my life.

^^ With all due respect that's .

B & S together is profanity? You obviously moniter these boards very carefully, if only Dell put more care into solving these hardware issues. This forum is full of people having the same issues.

I'll change my 'profanity' to laughable - the explantation provided above is laughable.

I like many others initially had a perfectly working machine, irrespective of what the bios setting was for USB wake support. I now have a fully funtioning new machine even though the USB wake support is unchecked. The 'explanation' being provided is laughable.

Looks like were on our own, obviously its a know issue. Its all the internet! It appears Dell is just like every other monster company who is out to get every cent out of your pocket and could careless about consumer loyalty. You would think the social media staff would create a ticket seeing as  there so many complaints. I can see there main goal is to get additional monies opposed to satisfying' their customers. #wearyourcup

I posted here a couple days ago. The problem I had was when on battery power when restating the keyboard and lights lit up but no display. After forcing several reboots I powered up the laptop using ac adapter. I read a few posts and decided to opened it up to try to reseat the ram and pull both bios battery and the regular battery. The ram is soldered on the motherboard. No luck disconnecting both batteries.. I just happed to have a NVme ssd so I popped in re installed windows 10 and its been working 100% I've done all updates on battery power 30 reboots. The issue I had was mostly on battery and sometimes while plugged.  Good luck all. 

so, to resolve my issue, I eventually had to get dell to replace the system board on the machine and now everything is working well even with the latest updated bios.

Logged a call with their tech support for the issue, had one of their tech's remotely connect to the machine - did some troubleshooting and installed the drivers that was recommended - I indulged them just to prove the point that its not a software issue.  After around an hour or so of troubleshooting, and a few days of monitoring in which the problem still occurred and seemed to get worse to a point where after putting the machine into suspend mode to take home for the day which initiated correctly, the fans would be running at full power and extremely hot an hour later and the screen would be blank - PC would be unresponsive but was good as a heater.

Solution was to replace the system board and the cooling fan, and everything seems to be running fine.  That would most likely be the solution especially if your machine is under warranty.  Have 2 other machines here at work that have the exact same issue.

Thanks,
Regards

Hi guys,

I have the same issue. Very frustrating experience with Dell Support here. I tested the device using Linux Fedora to see if it was a software problem. Sent the laptop away just before the end of my warranty, the guy in the emails assured me that they would need to replace the board. The board is not replaced - they replaced the SSD saying that it was corrupted (because I installed another OS??). Very annoying.

Despite it appearing to be a hardware issue, I found something of a work around. Installing the old intel driver dated February 2018 from the dell website appears to fix the issue. It removes the sleep capability from idle and the screen off is not a true dim, but there doesn't appear to be any risk of the machine dying. This makes me think that there is a discrepancy between the hardware and the graphics drivers, or the board doesn't properly support the features it should.

Frustrated 7000 Dell customers in October 2019:

I second this workaround solution posted by tritmo. I tried reinstalling different Intel Graphics 620 drivers, and the driver released in April 27, 2018. solved the issue with my comp.  I have an Inspiron 13 (7373) 2in1. In the list of drivers listed on the Dell.com site you should see the latest Intel UHD Graphics Driver, click the arrow down and select an older version.

Any updates on this?I have the same problem with my Inspiron 7370, already sent my notebook to Dell when it was still under warranty and they said the changed the motherboard but I’m still facing the same issue. In first i place the problem was only regarding suspension now I’m not even able to boot

Exactly same problem here. Warranty already expired. Incredible the poor service from DELL and how after months no official answer is offered.

First and last DELL for sure 

Think I have same problem on 7370 of not waking up from sleep.

When machine refuses to wake, only option is a hard power down. Afterwards multiple attempts are needed to start machine up again whether powered or on battery. Machine locks up with back light on keys but does not get as far as BIOS.

Additionally when using the lid to suspend, the suspension does not complete. I can come back to the laptop sometime later to find it pretty warm, with a drained battery.

I run Ubuntu OS on laptop most of the time, but I believe the issue is independent of that as it persists over multiple hard power downs, and prevents boot acting on either F2 or F12 prior to OS boot.

Started experiencing issue after warranty expired.