Black Screen with Backlight Still On - Dell Inspiron 15, 7000 Series Laptop

Question

Hi,I bought a Dell Inspiron 15 7000 Series laptop around about November time last year, and after a BIOS update a couple months ago or so it now will randomly go to a black screen, but the backlight is still on. The BIOS update being near the time that this began to happen may be a coincidence, but it was the only real change during this period.On this black screen, I have no cursor and none of the buttons on my keyboard do anything. The only solution I've found is to hold in the power button to shut the whole system down.  There doesn't seem to be a particular pattern as to when this problem occurs, it will just randomly go black. This has happened around about 6/7 times in the past few months. All the events did occur late at night though (past midnight). However, this could just be because I usually sit on my laptop longer at night time, and therefore that increases the chances of it happening. Due to many 'Black Screen Crashing' problems with Windows 10 - that aren't the same as my problem - a google search did not help.  System Specs are as follows:  System Model Inspiron 7559 OS Name Microsoft Windows 10 Home Processor Intel(R) Core(TM) i7-6700HQ CPU @ 2.60GHz, 2601 Mhz, 4 Core(s), 8 Logical Processor(s) BIOS Mode UEFI Ram - 8GB Graphics Card - GeForce GTX 960m Thanks,Steven

aklee · Answer

Try system diagnostics to see if it finds any problem in the components:

Press F12 after power on
Select diagnostics.

You can also check Windows Event Viewer for any error message that was logged when the black screen crash happened.

Window-X => Event Viewer

weecoulter · Answer

Passed the quick Diagnostics test, and there were no Error Events at the time of the black screen (Managed to work out the time from when the Force Shut Down was logged)

Thanks for you help though

Any more suggestions?

DELL-Rishi · Answer

Hi Steven,

What applications are you using when the display goes blank? Are there any bluescreens / system crashes? Does the system overheat? Is there any damage on the system? Does this happen with or without the adapter connected?

Update the BIOS - http://dell.to/24WBGxK- the new BIOS update was recently released.

Reinstall the chipset drivers from the support site - above link - and reinstall the nvidia drivers from vendor site - http://bit.ly/28VZ5Ls

If the issue is not resolved, then connect an external monitor and check if the display goes blank on both the external display and the LCD.

Create a new local admin and check - http://bit.ly/1JoFhcw

Restart the system and check in safe mode with networking - http://bit.ly/1LHcO2c

Restart the system and press f2 key to enter BIOS - connect the adapter and leave the system in BIOS mode for as long as possible - check if the display goes blank while the system is in BIOS.

Run a stress test on the system through support assist - http://dell.to/1NEc1Y4

Write me a private conversation with the service tag and your contact details(Name and Email) for case records.

Keep us updated.

paulofdx · Answer

I just started getting this same issue... what can I do to stop it?!

weecoulter · Answer

I manually updated my BIOS (i.e. going to the link above and downloading it yourself, not via Dell's update app on your computer) and it sorted it for me.

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