1 Message
0
272577
XPS 13 9365, black screen but keyboard lights up
Hello everyone,
This is a solution post rather than a problem post. I have a few users that use the Dell XPS 13 9365 model. They have had problems turning them on from sleep or even a completely powered off state. When they press the power button the laptop keyboard lights up, but the screen remains blank. The temporary fix was to just keep holding the power button until the keyboard went dark then pressing it again to turn it back on. They would do this anywhere from 1 to 10+ times until it would eventually boot normally. This costed my users quite a bit of time. I couldn't find a solution anywhere for this, so I did my own investigation on the computers and found a set of solutions that work.
One fix is an update to the Intel chip set drivers to version 10.1.17695.8086
Another is an update to the Intel Thermal Framework to version 8.4.11000.6436
Another is an update to the Bluetooth/wireless to version 20.70.1
The final installer is an update to the BIOS to version 2.2.0
The last file in there is a text document that shows how to edit the registry to make sure a power setting is disabled.
If you would prefer to not use the package I prepared, which is understandable, feel free to go out and download those packages from Dell's website or track them down in other ways.
Hope this helps!
If still inside the purchased warranty period and need more assistance, click the "Get Help Now" icon on the right to start a live chat session.
Gumbsey
1 Message
0
December 10th, 2019 20:00
Thank you for your help in pointing me in the correct direction to solve my issue.
I have tried everything you suggested and although I did get into my system it was short-lived.
I was able to do the video test "hold D while powering on" which as you said proved that the screen worked and I even got into the pre-boot diagnostics "Fn Esc while plugging in power cord" I think ran comprehensive diagnostics but found no problem. Still didn't boot.
Then - after some further research and desperation I found this video that did the trick.
Opened the bottom plate, unplugged the main battery AND CMOS Battery then pressed and held the power button for 30 seconds. Then plug everything back in and powered on. took a little moment to come back to life but it worked.
https://www.youtube.com/watch?v=NtyD2qlkaWY&t=18s
apparently it has something to do with some static discharge of the battery but it is working fine now.
Hope this helps someone else.
Additional video:
clewiswinshapeorg
8 Posts
0
January 2nd, 2019 06:00
Hey, thanks for this. The file hosting has expired, but I downloaded the components you mentioned and installed them. My 9365 is still getting "stuck" when I try to wake it up. My solution for the time being has been to just set the power management to hibernate when I close the lid. Tell me, what's the registry setting change you mentioned? I'd really like to get it sleeping normally. Thanks.
Saltgrass
3 Apprentice
3 Apprentice
•
4.3K Posts
0
January 2nd, 2019 07:00
The 9365 is not a normal laptop in the way it works for low power mode and hibernation. There are settings to turn off the display and when to go into hibernation. If the system is in low power mode (display off but not hibernating), you can tap the spacebar to get it back. If you have it in a 2-in-1 configuration, you should be able to use the Pen or the power button.
The keyboard lights are probably enabled to show "signs of life". If you hold the power button for about 1 second, they will turn on and the system should come out of hibernation with the spinning dots or the screen activate if in low power mode.
Making changes such as the OP suggests will change the designed configuration of the Modern Standby system and might cause other problems.
clewiswinshapeorg
8 Posts
0
January 2nd, 2019 09:00
I understand that. What I am having trouble with is that I have had 3 9365's (the 2-in-1 model) at my desk today. One I I use when away from my desk; the other 2 are in my users' hands. On those machines, I have done no customization of the power management settings within windows, yet, when I close the lid or choose sleep from the start menu, then go to sleep and I can get them back with the space bar. On the one I use daily, if I choose sleep, it never wakes up unless I hold the power button for 30 seconds...in that case, I get the welcome screen for an instant and then the machine powers down...basically I have to hard reboot it if I sleep it. However, if I hibernate it, then start it back up using the power button, it comes up as expected. So I figure I have a setting wrong somewhere on the one I'm using daily. Just trying to figure out what setting is wrong.
Saltgrass
3 Apprentice
3 Apprentice
•
4.3K Posts
0
January 2nd, 2019 13:00
My system is almost two years old. I am not using one of the 8th generation processor models, so there may be some differences.
Are you using a customized image for your systems?
If you want to test, let the display turn off and wait 30 seconds and hit the space bar.. Does the display come back. If the system is already in hibernation, you will see the spinning dots if you hold the power button for about a second. If you were to hit the power button again during this startup, you may actually shutting the system down.
If you run the powercfg /a command you will see Standby(S3) is not available, so the system does not do the old form of sleep.
The sleep timer does have some effect, such as stopping playback in iTunes when that timer expires. Otherwise, the display off and hibernation timers are important.
A lot of folks, including me, have problems when they first encounter a Modern Standby system. You may be having another problem but hopefully, it is just a misunderstand of how the system works. If you have any Surface 4 to 6 systems, they should behave in a similar manner.
And one last comment, about a year ago, a Windows update caused many systems to not be able to shutdown properly. Because it involved the ability to hibernate, disabling Fast Startup would allow the systems to shut down. We had to a special procedure to get the system back to normal, which may have removed any OEM provisioning in the Bios.
PeppeSbe
1 Message
0
April 16th, 2019 06:00
Junki1201
4 Posts
0
December 4th, 2019 12:00
One way is to open the back with a toreX5, and the centre screw.
Disconnect the battery and the second cell. Wait 5 min, Reconnect the 2 cables and then plug in the ac adaptor.
You should reach the boot menu to set your date as soon as it powers up.