Precision 5550, random black screen

Question

So this happened since day 1 I got this laptop since last Oct, it is not related to Windows 10 version.

I have always updated with latest drivers, BIOS and Windows updates.

It happened randomly, I don't know how to reproduce it. The screen went black by itself, clicking keyboard / mouse / touchpad didn't bring it back. The only way to bring screen back to normal is, close the lid and open it again. Sleep was set for closing the lid.

There were 2 types of black screen:

1. completely black, can't see anything

2. screen went dim to lowest brightness, can see very very little of desktop/windows

Any idea?

AdrianG001 · Answer

Was there any recent hardware or software changes? Please run the on-board Dell Diagnostics and capture any error code or message.

sh2sg · Answer

No hardware change. No error.

DELL-Jesse L · Answer

sh2sg,     Does it wake up when you press the power button?   Dell-Jesse L

DELL-Jesse L · Answer

sh2sg,       Following up with you on the system waking up.   Does it wake up when you press the power button?

sh2sg · Answer

The power button is assigned to Sleep, so yes, pressing power button does wake up screen.

DELL-Cares · Answer

Here's an article that should help. Try refreshing the hiberfil.sys file as suggested in the article and observe the machine.

DELL-Jesse L · Answer

sh2sg,   Click here for resolving the issue with the system.

sh2sg · Answer

I have hibernation disabled since day 1. powercfg /a The following sleep states are available on this system: Standby (S0 Low Power Idle) Network Connected The following sleep states are not available on this system: Standby (S1) The system firmware does not support this standby state. This standby state is disabled when S0 low power idle is supported. Standby (S2) The system firmware does not support this standby state. This standby state is disabled when S0 low power idle is supported. Standby (S3) This standby state is disabled when S0 low power idle is supported. Hibernate Hibernation has not been enabled. Hybrid Sleep Standby (S3) is not available. Hibernation is not available. The hypervisor does not support this standby state. Fast Startup Hibernation is not available.

sh2sg · Answer

That's the same article @DELL-Cares posted.It did not help.

I don't have hibernation enabled. I have latest Windows 10 updates and latest Video drivers, I have ran Windows Power Troubleshooter and System Files Checker scan, no issue was found.

I can't create new user account or reinstall OS.

And the most important fact, I can still wake up screen by closing and opening the lid, which doesn't seem to be the same case as that article described (can't wake up). To me, it looks like screen brightness issue as sometimes it was not completely black, a problematic sensor something?

DELL-Cares · Answer

I have sent you a direct message. Could you please reach out there?

Precision Mobile Workstations

Precision 5550, random black screen

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