Dell Latitude 7490 - Random black screen while system is running

Question

Hi all,I currently own a two week old Dell Latitude 7490 and have been experiencing problems with the screen. This results in the laptop screen going black at times.I sometimes work with two external monitors connected through a Universal Dell Dock. When the issue occurs, the external monitors remain working.I have tried to troubleshoot this but nothing has worked so far. These include, updating drivers, resetting any settings to default, running Dell diagnostic tests (no errors found) and replacing the dock.Could anyone advise on a solution?Many thanks,H

Monidvls · Answer

Same here   Any help would be appreciate it.

BobxBob · Answer

Having the exact same issue with my Dell Latitude 7490.

I am using a USB C hub to utilize a second monitor with a HDMI cable and other USB devices. The laptop is still using the Dell power supply.

I watch it happen as I was working on a task. The screen flickered momentarily then went black then my second monitor became the primary with no other alerts or warnings why it occurred. Attempted to troubleshoot the issue but could not find any root causes. All drivers appear to be stable, downgrade and upgrade the display driver, and rebooted the laptop several times with no change.

Tycemtek · Answer

It may be a screensaver issue. Go to screensaver, if its set to Never change to one of the screensaver options. Next… check the box that says 'On resume, show logon screen'  Apply changes. Worked for me after trying a 100 other things.

Herkermer · Answer

We have several of the 7490's that have the same issue. We have tried multiple power supplies (to the monitors and docking stations), switched from the universal dock and back to the USB-C dock.

These are 7490's hooked to Dell P2419H Digital Displays (1-HDMI, 2-DP)

Is anyone aware if Dell has resolved this?

Entertaining Muffin · Answer

Hey,

are there any news on this topic. Having the same Problem, cant find any cause.

The only thing that I can find in the event log is an EAP method DLL path Error.

But doesn't make a lot of sense that these errors are connected.

I would love to hear if something worked for you to fix this problem

abdu_mka · Answer

I fixed my by turning off and then hold keyboard D key when turning on to start LCD built-in self-test (BIST) . it's not convenient but it works!

mmuser · Answer

I have a user that is having the exact same problems mentioned above but no luck in resolving this. Did anyone resolve this by chance? I have updated all display and docking station drivers and did the built-in self test and the screensaver troubleshooting but no luck thus far. I was considering updating the bios but not sure if this is something that is needed to be done to help resolve this issue. Any help or advice would be appreciated.

swerden1 · Answer

I can confirm this method, works and seems to be the official solution. So Pressing Power Button and D at the same time on coldboot.

First bios update

on 7490 fixed it at the first run

on 7480 it required 3 runs to fix it.

So I recommend to repeat this method, in case it does not fix it the first time

Both machines got the bios update from 1/2022

Hope this helps,

regards,

swerden1 · Answer

Sorry, did not mention. Works for MS Windows 10 and for Linux (debian/ubuntu/suse). So the problem has nothing to do with the operating system or operating system version.It's a device thing.regards,

DELL-Cares · Answer

Hello, I see you are looking for assistance. If you need our help, you could start a private message with us and we will be happy to assist you.

natron734 · Answer

I have this problem as well Well, that is to say, I have observed these things, maybe some of you have as well.

I noticed it when I stacked 2 Latitude 7490 laptops on top of each other.

Bottom laptop off, 'top' laptop on. The 'top' laptop was open and the screen went black.

Like, TLDR? OK. I like it too..

The hall sensor is in the front right corner of the keypad/base. The magnet to activate the sensor must be in the lid and when you close it. When you stack them with the 'top' laptop open, (they are so thin) the magnet from the laptop screen/lid on the 'bottom' activated the sensor in the 'top' laptop.

Remove top laptop, screen lights up.

I reproduced this with a few other magnets of various strengths. (strengths is a funny sounding word, maybe)

---

Remember when you had to protect "floppy" disks from magnets? Tapes? Hehe

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Dell Latitude 7490 - Random black screen while system is running

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