HAMahd

updated

5 years ago

Closed

H

HAMahd

1 Message

2

44270

November 11th, 2020 16:00

Dell XPS 13 9310, Display issue after installing update!

Hello,

My Dell XPS 13 9310 with the 11th generation i7 processor, Intel(R) Iris Xe Graphics, and preinstalled Ubuntu 20.04 (Kenel 5.6.0.1022-oem) just arrived yesterday. After installing the suggested updates, I restarted the laptop and it has been restarted with flickering/tearing (horizontal lines) and I cannot see and do anything. Then it goes into GNU GRUB options.
I restored the system into the original configuration and have updated firmware to the last version (Ver. 1.1.1) and after installing the updates, it has still the same issue.

I have tried Ubuntu 18.04 and after installing updates the same issue came back again!

Thanks in advance for your comments!

IMG_7303 (1).JPG

  • DELL-Cares

    Moderator

    27815 Posts

    652 Points

    21403

    0

    Posted November 11th, 2020 16:00

    Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.


    #IWork4Dell

    For all non-technical issues that require your private data, we must communicate via a private Direct Message
    Dell Partner GEM Program
    , Out of Warranty Support Options, BIS (Bureau of Indian Standards) certificate, Get a copy of your Dell invoice

  • 21378

    1

    Posted November 11th, 2020 18:00

    I have the same problem. Dell XPS 9310 with Windows pre-installed. Installed Ubuntu 20.04 in a dual both setup. Rebooted after install and Ubuntu was booting up from grub without any issues. I then installed software updates  and next time I rebooted I got a flickering screen that just shuts down the computer after a while:

    3B5333FE-C6CD-4450-8B03-1EF3AF051AE1.jpeg

    Here's my grub boot loader:

    E0B2D0DB-BD06-4656-9679-FF11FBD25BF1.jpeg

    I can confirm selecting any of them with non-recovery mode results in the same problem as above where's selecting recovery mode boots up Ubuntu in recovery mode. From there I can resume to Ubuntu and everything seems to work. Restarting the same problem as above happens again. 

    I'm guessing hardware/driver related. Any pointers on how to troubleshoot/diagnose this? Since it happens so early in boot phase it's outside of my knowledge domain. 

    Thanks 

  • 21337

    0

    Posted November 12th, 2020 07:00

    Today when booting ubuntu into recovery mode and ran an update there was an update of (what I think) this package https://launchpad.net/ubuntu/+source/intel-microcode that seems to have resolved my problem 

  • aheb

    1 Message

    21285

    2

    Posted November 17th, 2020 02:00

    Similar issue here with XPS 13 9310, Win 10 Pro, all drivers up to date...

    Screen issue appears suddenly and lasts for couple of seconds. Afterwords everything continues normally...

    dell.jpg

  • Elango M

    1 Message

    21245

    2

    Posted November 19th, 2020 09:00

    Facing same issues as reported by above users in Dell XPS 9310 with preinstalled windows 10. After installing the updates, screen randomly shows the scattered pixels image and get backs to normal. 

    It would be good, if support team can troubleshoot and let us know the fix.

    Thanks,

    Elango M

  • 21191

    0

    Posted November 21st, 2020 06:00

    Hi, I have the same error. Is the any workaround for this?

    I am using Manjaro 20.2 and kernel 5.9.8-2

    Also the speakers and the microphone don't work and the wifi neither. 

    Thanks

  • 21053

    2

    Posted November 29th, 2020 00:00

    Same problem here, with a XPS13 9310. The laptop came originally with a defective motherboard that Dell replaced. Right now, it goes randomly on this pixel mode for couple of seconds, and then goes back to normal. Much appreciated if Dell support can help with this, the laptop has caused me lots of problem already and it's so expensive.

  • 20996

    1

    Posted November 30th, 2020 03:00

    I have the same issue as reported in the three posts above. Several times a day the screen shows the flickering image, then goes black, and eventually comes back. 

  • Hyliasoka

    1 Message

    9827

    0

    Posted December 3rd, 2020 10:00

    Hello, I have the same issue here with my XPS 9310, I wanted to know if you were able to get an answer from Dell. Let me know if you have. 

    Thanks!

  • openp

    2 Posts

    5923

    0

    Posted December 3rd, 2020 12:00

    I was running Ubuntu 20.10 on my 9310. After an update my screen showed strange artefacts. It took me quite a while to understand that it was a real hardware defect. Dell sent me an engineer who replaced the display. The system worked again. However the entire system is not stable. Currently I have problems to connect to a brand new Dell 4K USB-C display. Sometimes I am not able to switch to a single screen mode. I already downgraded to 20.04. The problems still persist. Did anybody have this problem, too?