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Dell 9310 intermittent black screen issue

rdog2020
Novice
639 Views

Hi,

I'm posting about a widely reported issue with the Dell 9310 where the screen goes black for a few seconds while doing normal tasks: https://www.dell.com/community/XPS/Random-Black-Screen-issue-on-XPS-13-9310/td-p/7765026

I have this issue too and am unclear if it's a driver issue or with Windows/Dell/Chrome. However I'm curious if Intel is aware of this and is investigating this. If not, I'll have to return the laptop.

Thanks

4 Replies
rdog2020
Novice
638 Views

I have updated to the latest Iris XE driver that was released on 12/23/2020

Partheos
Beginner
614 Views

Yes! This is happening to me as well. And so MANY 9310 users across the Dell Support Community and on Reddit. After spending 2200 Canadian $ I was not expecting this to happen. 
I have reached out to Dell and at first they did a BIOS upgrade and upgraded all the Dell drivers and whatnot. It persisted to happen so now I have just done a complete reinstall of Windows and they want me to try it out for 48 hours without anything on the laptop. 

I love the machine, the XPS is amazing, especially the 2 in 1 so I really want Intel and Dell to figure out what is happening because I am a heavy laptop user and for my work I cannot have this black screen think happening for 5 to 10 seconds. Not in a premium ultrabook.

Thanks!

Partheos
Beginner
611 Views

Here is a a YouTube link of someone capturing the problem.

https://www.youtube.com/watch?v=rZWCa45Vn7E 

rdog2020
Novice
604 Views

Yep, that's the issue. Very weird! And yeah, beautiful laptop, but at close to two grand, this is unacceptable. Going to have to return this as well if not solved within a few days.

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