Unsolved
This post is more than 5 years old
2 Posts
0
1996
February 5th, 2019 01:00
Dell XPS 15 9560 screen failure
Hello Dell Community,
I'm experiencing sporadic screen failures with my Dell XPS 9560 (HD screen, not 4K). It started a few months after I bought the laptop (2017, I contacted Dell support, but the error is to sporadic to show up consistently, so I did not send it in for repair back then) and it stopped showing up for a months after. It started to show up again recently, and I really want to find an acceptable solution before my 2 year warranty runs out.
The failure happens for Windows 10, under Ubuntu 14, 16 and 18 and also during launch in the bootloader (see attached screenshot). It happens randomly (my laptop works flawlessly about 90% of the time) and after occurring, it stays for a few reboots (have to reboot about 5-10 times) and then vanishes again for hours or even days. Connecting an external monitor still works fine when the error occurs (mirrored display).
Has anyone ever experienced similar issues? Is this a graphics card issue? My drivers are up to date. As the problem occurs platform independently and also during startup, I am inclined to say that this is a hardware failure?
As I treat my laptop very carefully (never fell down, no water damage, always transported in its laptop case, etc) and as the failure occurred within the very first months after I bought the device, could this possibly be my fault in any way or am I eligible to ask Dell for repair covered by my warranty, even if the failure is so sporadic?
Thanks for helping!
Mary G
6 Operator
•
20.1K Posts
0
February 5th, 2019 09:00
Do you have all the Dell drivers? You cannot use the hardware manufacturers' drivers from their websites. All the drivers are customized by Dell and must be used exclusively. You should have had this corrected during the one year Dell warranty. The extended warranty is usually covered by a 3rd party. Try running the diagnostics to see if you can find a hardware problem to report to Support. There is nothing support can do if the hardware checks out ok. Switching back and forth from Ubuntu and Windows is not a good idea. Maybe a clean install of windows would help. That means doing a custom install of windows and deleting the windows partition before installing windows. You would lose all your files and added programs so make copies.
There are no graphics in your post. Only you can see them.