XPS 9560 - Screen goes black when moved

Question

Hi guys, i'm having an annoying problem with my XPS. After Dell's support replaced the LCD (battery, and other stuff), sometimes the screen goes black when i move it. Sometimes, when i turn on the laptop, the LCD stays black until i move it (sometimes 10 or 15 times) or i touch the bottom (near the Dell logo) when Drivers are ok, i tried to unistall the device and re-install back the last version but nothing changed. I ran the diagnostic during the boot and nothing wrong was found.

I notice that my LCD was replaced with this model:

N98CY

ASSY,LCD,HUD,FHD,N-TCH,9550

that seems to be specific fr the XPS 9550.
Now, for example, i'm moving it when i'm writing this message and everything is ok. That makes me think that this isn't an hardware issue.

PS: i didn't format after the LCD replace, just reinstalled the drivers (digital print has a problem too, but it was fixed with the driver).
Any suggest? Thank you very much and sorry for my english :Smile:

DELL-Jesse L · Answer

MC_lagli,

Since the diags did not show any defective hardware on the system you may want to do a system restore on the computer. Click the links below for information. Also, update the drivers for the computer as well as updating the bios.

System Restore in Windows 10

Factory reset, restore, or reinstall Microsoft Windows on a Dell computer

Dell xps 9560 Drivers, Downloads and Manuals

For my notes, click my username and send me the pc service tag number via private message.

jphughan · Answer

If this just started happening after an LCD replacement, the connection could certainly be loose.  The LCD connection on that system is very thin and small.  However, I saw this behavior on my Latitude 7480 and it turned out to be related to magnets.  When I used my laptop on my couch, sometimes I would place it on my wife's iPad (which was covered by a Smart Cover) to provide a stable surface that wouldn't retain heat like my couch cushions.  It turns out the magnets in the Smart Cover somehow interfered with the system, and exactly as you say I would have my display randomly go black when I moved it and stay black until I moved it again.  Since I stopped resting my laptop on her iPad, I have not had this problem.  I came to suspect the iPad because it was responsible for another issue I noticed.  The time on my watch would sometimes fall significantly far behind (several hours behind after one night), so I took it to a watch repair place.  They couldn't find anything wrong but mentioned that magnets could cause that.  That's when I realized that some nights I placed my watch on top of my wife's iPad Smart Cover, and those must have been the nights where the time went wrong.  As soon as I realized that, it occurred to me that placing my laptop on it might not be such a great idea either.

MC_lagli · Answer

Thanks for your answers! Actually, the BIOS is up to date and i performed a Windows 10 clean install, but the problem persists, without any difference. I think i'll have to call the customer service to get the LCD replaced. @jphughan: i use the laptop only on wooden desks or on a specific support, so i don't think it could be a magnet's problem. Same position for a year and a half, and the problem appeared after the manteinance service!

Dell-SreejithR · Answer

Thank you for your message. Does the screen go blank when you move the LCD back & forth?

How often does this happen? I mean does it happen every few minutes?

For my reference, please click on the message tab next to your avatar– click “New Message” & search for my Dell username (Dell-Sreejith R) & send a private message with the service tag, registered name & email address.

What is a Dell Service Tag and how do I locate it?

MC_lagli · Answer

It happens every time i move it back and forth. Rarely, it happens when i'm using the laptop without moving it. NOTE: when i turn on the XPS, the LCD often stays off and i have to touch le bottom of the screen (near the DELL logo) in order to turn it on.

Dell-SreejithR · Answer

This seems to be an issue with the hardware. Please private message me the service tag along with the registered name & email address. I will be glad to assist you further.

amb5288 · Answer

Just wanted to say thank you. I had this problem with a Dell Precision 7550 when I moved it and placed it on top of another Dell laptop: screen would just go totally black while the external monitor was ok. I hadn't realized it only happened when the other laptop was moved under it, as it often sits on top of the laptop with no problems. Took the laptop out from under it and the screen came back on. Seems like it is magnet-related or something similar.

XPS

XPS 9560 - Screen goes black when moved

Was this post helpful?