Not getting image on the built-in screen

[ckbx20]

Hi there, 

I'm not getting an image on the built-in screen. I am able to see the dell startup at first and when windows is started, there are no images on the built in screen. When my laptop is docked, the external monitors are able to show images. 

Can you help me troubleshoot the issue? I have attached the Intel Detailed Scan for information.

Best regards,

Vincent Leong

[Steven_Intel]

Hello ckbx20,

Thank you for posting on the Intel® communities.

In order to better assist you, please provide the following information:

• Did the issue start after any driver/OS update or any hardware upgrade?
• Would the built-in screen not give any image even if there are no other monitors connected to the laptop?

Best regards,

Steven G.

Intel Customer Support Technician.

[ckbx20]

Hi Steven G,

This issue started last month, when I undocked the machine and to try to use it on itself as a laptop. I'm not sure if it was a windows update the caused this issue. I am quite sure that my machine operated on its internal screen before that. 

The laptop did not undergo any changes for the past 1 year.

The only image the built-in screen provided was when it is starting up and I can see the Dell Logo. If I were to uninstall the intel graphics driver, the normal windows images will appear, but it will not allow me to dock and project images on my external monitors. 

Best Regards

Mr Leong

[Steven_Intel]

Thank you for all the information provided.

Please try a clean installation of the latest drivers provided by Dell 26.20.100.7986 (https://www.dell.com/support/home/en-us/product-support/product/xps-13-9350-laptop/drivers). If the issue persists with those drivers, please perform the clean installation with the latest DCH drivers 31.0.101.3430/31.0.101.2111 (https://www.intel.com/content/www/us/en/download/19344/intel-graphics-windows-dch-drivers.html)

Clean installation steps: https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html

Let me know of the outcome.

Best regards,

Steven G.

Intel Customer Support Technician.

[ckbx20]

Hi Steven,

I've tried both installation and both does not work. 

When I'm downgraded to the microsoft basic display adapter, the integrated monitor worked. 

After installation of both drivers, the integrated display continued to black out and I can only dock it to the external monitors before I can operate the laptop. 

Is there a list of older drivers I can try out?

Regards

Vincent Leong

[Steven_Intel]

Thank you for your response.

I am going to check on this further. For now, we do not have a list of older drivers for testing, but as soon as I have an update on this, I will let you know.

Best regards,

Steven G.

Intel Customer Support Technician.

[Alberto_R_Intel]

Hello ckbx20, I just received an update on this matter.

After reviewing the case and based on the symptoms, it seems to be this problem is related to a hardware issue. So, what we recommend as the next step will be to get in contact directly with the manufacturer of your device for diagnosis and further assistance on this matter.

Regards,

Albert R.

Intel Customer Support Technician

[ckbx20]

Hi Albert,

If Microsoft basic display graphics adapter worked but the intel graphics adapter did not work on the integrated graphics, how can this be due to hardware issue? 

[Alberto_R_Intel]

Hi ckbx20, Thank you very much for confirming those details.

Yes, in that case, I will double-check those details and provide the response as soon as possible.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello ckbx20, I just received an update on this matter.

After double-checking the case, as we have tested OEM and the latest generic drivers the same issue is present, it does not seem to be a driver problem as we can rule out that any driver is making the difference. Besides that, when the system uses the basic display adapter it won't use the whole capabilities of the display, it will use it when the drivers are installed, so this could be the cause of why it does not happen with the Microsoft basic adapter. For this reason, it is important to check with OEM for further diagnostics.

It is important to mention also, that the external display uses Intel® GFX drivers (HDMI, DP, etc), and the issue is only happening on the built-in screen, which confirms it is not a driver issue.

Regards,

Albert R.

Intel Customer Support Technician

[Steven_Intel]

Were you able to check the previous post?

Let us know if you still need assistance or have any questions.

Best regards,

Steven G.
Intel Customer Support Technician.

[Steven_Intel]

Since we have not heard back from you, we will close this thread. If you need any additional information, please submit a new question, as this thread will no longer be monitored.

Best regards,

Steven G.

Intel Customer Support Technician.