Alienware 17 Screen not turning on/Black

Question

Windows 7 64 bit

4th gen i7 4700MQ

8GB Dual Channel DDR3L at 1600MHz

NVIDIA GeForce GTX 765M with 2GB GDDR5

17.3" WLED FHD (1920 x 1080)

i recently got a new alienware 17 laptop (about a month ago), and up until a few days ago, it worked fine. Recently, i have been unable to get the screen to turn on. It first started after trying to turn my computer on after it was in sleep mode. The screen would remain black, but i could hear the log in screen perfectly fine. I could even manage to log in, hearing the sounds of log in as well. Occasionally, the screen would flicker on for a sec, but went right back out again. Now, my computer does this all the time, even when turning it off, then back on. I called alienware support, but of course they offered little help, the usual unplug a/c, battery, hold power button. We somehow managed to get the system screen to turn on after like 2 min of thinking it didn't work, just sorta popped on, and we did that system check thingy. It scanned the functionality of all the components, but found nothing out of the ordinary. Then, basically he said "Oh, didn't work? well you should send it in to get repaired." I do not feel like waiting a week just to find out they couldn't do anything to help me. Also, on another occasion, i was able to actually get the screen to work, although not sure how, it kinda just randomly popped up during log in screen after i let it sit for a minute. Worked 100% fine once the screen turned on, but whenever i turn it off, or it falls asleep again, it goes right back to it. I should also note that i use a lower resolution than 1920x1080 because text is too damn small otherwise. (not sure if that matters or not, just in case)

Milena M458 · Answer

Hello DSFHDFGSF!

Have you tried to connect an external monitor to the system? If you haven’t it will be great if you could do it, that way we will be able to determine if it’s the LCD or the video card the one that is failing.

Let us know if you are able to do it and if the issue persist on the external monitor.

dsfhdfgsf · Answer

EDIT: found an old hdmi cable laying around, connected it to my tv. Works fine. Must be the screen then?

dsfhdfgsf · Answer

Ive shone a flashlight on the screen to see whether or not the backlight is working. Seems as though this may be the issue. When i shine a flashlight on the screen, i can see it just fine. However, i am not sure what exactly is causing this, nor how to fix it.

Milena M458 · Answer

Ok, so in that case the LCD needs to be replace, could you please send me a private message with your service tag and a brief description of the problem so I can check if there is something I can do for you.

dsfhdfgsf · Answer

Once i figured it was a problem with the backlight, i called support again, and they help me set up a replacement. So, for now, i think this might be the solution. If i have any further problems though, i will definitely ask for your help again. Thanks for your time.

Rafi01 · Answer

Hi I have a Alienware 17, and i am facing a similar type of problem ,just that when i switched to external display its blank.The fans also dont work

Milena M458 · Answer

So if I understand correctly at this moment the LCD of the system is going into a black screen and if you connect an external display you will get a black screen as well?

Rafi01 · Answer

Yes .but my fans are not also working

dsfhdfgsf · Answer

Sorry, forgot to update this a while back, i apparently had a problem with my screen. I had a guy come in and look at it and he replaced the screen and it worked fine, unfortunately, removing the screen and putting on a new one required a bit of effort, and he ended up scratching up the laptop real good. As it was still brand new at the time, i asked that they send me a brand new alienware to replace it because it's just not right that i pay full price for a brand new computer and have it scratched up to hell in under a month and not even under my own fault. Thankfully, they complied, and i've been using this beaut ever since. Not even a single problem!

Milena M458 · Answer

Hello dsfhdfgsf!

I'm glad everything was resolved.

Yes .but my fans are not also working

Rafi01,

If you are still under warranty and you live within US or Canada send me a PM with your service tag and a brief description of the problem so I can help you out since the video card seems to be failing otherwise you can contact the technical support site in your country so they can help you out.

Boran · Answer

hey, I'm the guy who has same problem with you. My screen just suddenly became black and remain all the time, but i can still hear when it log in. How can I connect the support and let them come to my house to fix it ? Thank you

Milena M458 · Answer

Boran, if you are still under warranty and you live within US or Canada send me a PM with your service tag and a brief description of the problem so I can help you out.

stickman1970 · Answer

Hello.

I just started having the same problem. Last night I was working from home and the screen just went black. I powered down and rebooted and I could here Windows starting up and I could log in and here the system booting.

This morning I thought I'd try plugging the laptop into my monitor and the display works fine.

I ran all the Alienware Autopsy and Dell system checks and everything passed.

My service tag is .

I purchased this laptop from a retailer so I'm not sure if I need to go through them of if Dell can come and replace my LCD. I had this happen on an Dell laptop before and the Dell service tech came out the next business day.

Can someone help.

Milena M458 · Answer

Yes we will be happy to help you but first I will recommend you to fill out the retail registration form and then if you live within US or Canada send me a PM with you service tag a brief description of the problem so I can assist you otherwise contact the technical support site in your country so they can help you out.

Boran · Answer

my problem has been solving, thank you very much

Locked Topics – Alienware General

Alienware 17 Screen not turning on/Black

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