3 Posts
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3426
XPS 13 9300, display issues (fuzzy screen and horizontal bars)
Hello,
I've been having the following issues with my laptop (see images below). This will randomly happen when using certain applications such as word or zoom. I've reached out to tech support multiple times, and no one has been able to help me. 2 tech agents gained remote access and attempted to adjust settings, and the screen has been replaced. My last attempt was immediately closed. The agent said it is a software specific issue, which my warranty doesn't cover. I don't believe this to be true, as the issues persist even if I close those applications (my internet and desktop screen will also be blurry). But if this is true, I'd appreciate someone shedding light on this. This seems to happen pretty randomly, as I can go a few days using the same applications with no problems.
This is a brand new laptop, 3 months old, and this has been occurring since I've purchased it. There has been no damage to it (no drops or spills). One agent asked me once before if this happened while plugged in or not, which I never payed attention to until they asked this question. The most recent time it happened, it was plugged in.
Thank you to anyone who has any ideas, tips, or suggestions!!
DELL-Chris M
Community Manager
Community Manager
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54.5K Posts
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January 26th, 2023 12:00
* Press Windows key + ctrl + shift + b to reset the GPU driver
* Run the LCD BIST (Built-in Self Test)
DELL-Cares
Moderator
Moderator
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25.3K Posts
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December 3rd, 2020 11:00
We tried reaching you on a private message asking for the Service Tag but did not receive a response. Please feel free to reply to the private message whenever you are available.
sfan07
1 Message
0
January 29th, 2021 11:00
Hi, I encountered the exact same display issues since I received my New XPS 13 9310 two weeks ago. Could you please also assist me to solve this problem?
Bam07
1 Message
0
February 9th, 2021 09:00
I have the same problem. Rebooting seems to reset the screen to normal. Then, it recurs. Often it seems to start while viewing email. All Windows updates have been applied. This is a recent Dell XPS 13 2in1. Any ideas?
Comp909
2 Posts
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February 18th, 2021 07:00
Hi I’m recently experiencing the same issues and I purchased this computer 10 days ago. Was this solved for you?
jeu10
3 Posts
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February 21st, 2021 10:00
hey! sorry that you're having the same issue. This was finally resolved after contacting tech support 6 times. The agent was able to adjust settings remotely that fixed the problem. I am not particularly tech savvy, so I am not sure exactly what she changed.
This was super frustrating and time consuming. It seems like a relatively common issue for this laptop model, so I am confused to why the previous 5 tech agents were unsure what to do. One of them even had my screen replaced which obviously made no difference!
I'm hoping that tech support will be able to make the same setting adjustments for you!
NewDelliUser
1 Message
0
March 1st, 2021 14:00
Was there a solution to this issue? I'm having the problem with my screen
DELL-Cares
Moderator
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25.3K Posts
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March 1st, 2021 15:00
SuDuBu
3 Posts
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April 20th, 2021 19:00
I have this same problem, frequently. Dell replaced my original unit but the replacement has the same issues, issues with recognizing its battery, issues with updating the BIOS, and more. I can't even contact Dell Support now as the service tag isn't recognized.
jeu10
3 Posts
0
April 21st, 2021 09:00
Sorry to hear that! the Dell tech agent was eventually able to adjust settings remotely that fixed the problem. I don't recall exactly what she changed, especially since I went through 5 previous agents who tried to adjust settings to no avail.
It's really disappointing - seems like this is a common issue for this model and Dell appears to be unaware of what's going on.