i7 13700 BLACK screen

[Sher]

My Processor (on my Dell Precision 3460 SFF bot July, 2023) is a "13th Gen Intel(R) Core i7-13700, 2100Mhz, 16 Core... and I have the most up to date Dell BIOS as well as the August Intel update.  Attached are 2 photos of the BIOS,  Intel and NVDIA updates recently installed.

Three times in the past 2 days, I got a black screen for about 15 seconds.  Seems to coincide with using mapping programs (for cycling) which would work the processor and graphics card.  No issues (yet) with a few excel spreadsheets, email, Photoshop, Microsoft office programs.  In my (beginner's) mind, Intel has not completely resolved the issues with my processor.  How do I fix this issue? 

The only things I can think of  as REMOTE possibilities to fix this - if Intel refuses to take any responsibility - is that the 1) Belkin surge protector I'm using (several years old) must be replaced or 2) the display adaptor must either be replaced or I need a new monitor (oh dear) with the exact compatibility so no adaptor is needed.   These seem very odd to me, but thought I'd throw the ideas out there.

PS Dell Pro Support has no idea what to do, no help.  So, thx in advance for any suggestions and assistance.. 

[RandyT_Intel]

Hi Sher,

Thank you for reaching out to us regarding the issue you’re experiencing with your system. To better assist you, I need to gather some additional information. Could you please answer the following questions? 

• Can you please run the System Support Utility (SSU) and share the logs with me? 
• How did you perform the last update for graphics? Did you use a device manager-clean installation or Display Driver Uninstaller (DDU) before updating to the latest graphics driver? 
• Have you noticed any error messages or warnings before or after the black screen occurs? Checking for these can provide clues about the cause.
• Does the black screen happen when the system is under heavy load, light load, or both? This can help determine if the issue is related to system stress.
• Are there any specific applications or tasks that consistently trigger the black screen? Identifying patterns can help isolate the problem.
• Have you tried running a system diagnostic test? Tools like Dell SupportAssist can help identify hardware issues.
• Is your operating system fully updated? Sometimes, OS updates can resolve compatibility issues.
• Have you checked the event logs in the BIOS? These logs can sometimes provide information about hardware failures or errors.
• Are all your power cables and connections secure? Loose connections can cause intermittent power issues.
• Have you tried using a different power outlet or power strip? This can rule out power supply issues.
• Do you have any external devices connected when the black screen occurs? Sometimes peripherals can cause conflicts.
• Have you experienced any other performance issues, such as slowdowns or crashes? These symptoms can be related and provide additional context.
• Have you tested the system with a different monitor or without the display adapter? This can help determine if the issue is related to the monitor or adapter.

Providing this information will help me diagnose the system more accurately and check for available solutions. Thank you for your cooperation, and I look forward to your response. 

Best regards, 

Randy T. 

Intel Customer Support Technician 

[Sher]

Hi, Randy and thx for the response. Attached are logs from 11/30 and 12/8 (today). I've always done all my updates thru Dell's Command Update and/or Support Assist tools (incl hardware tests) plus the Windows Updates and browser updates. No warnings before/after a black screen.  Everything is all up to date - bios, drivers, windows updates, etc. No external devices are attached.

I haven't had a black screen since 11/29 (i had 4 total), but I'm still concerned a bit. 

I did replace the surge protector, checked all cables were snug and properly attached. I switched from Chrome to Firefox browser when working on a particular program/app for cycling routes (komoot.com) because when I was working on these routes the black screens occurred. The Komoot support said to clear the cache, update and switch browsers, so I did all that and switched to Firefox. I've used this tool for many years and I don't consider this a "heavy load" on the system, but apparently it could be so in today's version.

The only other slowdown/odd activity was today there were TWO consecutive Windows Updates, and my CPU use on startup was quite high.  Once it was due primarily to "Antimalware Service Executable". and at one point it was slow to the point that clicking my mouse did nothing to open anything or shut it all down.  Also odd that only the 2nd update is listed in the history -- only 1 update is listed for today's date. But Dell Command and Support Assist all now show I'm up to date.

No, i haven't checked event logs in the BIOS, and neither of the TWO Dell Pro Support people I've spoken with have asked me to do that.  Maybe because of the other tools I've used?

I am perplexed and really don't want this to repeat. Sure, I can use Firefox for this Komoot app but firefox sure hogs alot of CPU, so it seems.

Any suggestions are appreciated, thanks for your time.

Sheree

[RandyT_Intel]

Hi Sher,

A sudden black screen on your computer can be caused by several issues. It might be due to power supply problems, where the system loses power unexpectedly. Another common cause is issues with the graphics card, such as overheating or driver problems. Overheating in general can also lead to a black screen as the system shuts down to prevent damage. Software and driver errors, like corrupt or incompatible drivers, can cause the screen to go black. Additionally, display issues, such as problems with the monitor, cables, or connections, can result in a black screen. Lastly, incorrect BIOS settings might prevent the system from displaying anything. 

To determine if the issue lies with the processor, could you please run the Intel Processor Diagnostic Tool (IPDT) and share the results with me.

You mentioned that there have been consecutive updates from the operating system. I recommend trying to revert back to the previous version before the issue occurred. Additionally, you may want to check if the black screen issue persists while in Safe Mode. If the black screen does not occur in Safe Mode, it may indicate that the problem lies within the operating system. In this case, I would recommend performing a reinstallation of the operating system. However, please ensure that you conduct a full backup of your data beforehand to avoid any potential data loss.

As a last resort, we can consider loading the BIOS defaults. This option will reset your BIOS to its factory-default settings and load configurations optimized for your hardware.

Please let me know if this approach works for you, and I look forward to your thoughts and feedback on my recommendations. Additionally, if you require BIOS assistance, please reach out to Dell for further support.

Best regards, 

Randy T. 

Intel Customer Support Technician 

[Sher]

Yes, this approach sounds like it can at least rule out a few major issues. 

Attached are the IPDT64 test results.  I'm working on getting the BIOS event logs w Dell's help (I have an open case with Pro Support, so they should get back to me, if not I'll phone again).

Unfortunately, my system doesn't automatically create restore points with the updates, I'm not sure why, System Protection is "On" and I've had this on other Dell machines.  I only have restore points from 12/8 and 12/9 with the install of the 2 Intel tests. 

RE all the updates, I'm attaching a timeline I created from driver and Win 11 Updates (details of these also attached).  

Please take a look at this and tell me if anything strikes you about it all, especially the Intel Display Driver update on 11/26 -- this was the same day as my first Black Screen (and phone call to Dell).  Could that be the issue here? I don't recall if that update was before or after the first Black Screen.

I'll let you know when I get a BIOS log.

Thank you very much for your help,

Sheree

[RandyT_Intel]

Hi Sher,

Thank you for providing detailed documentation of the issue. I will begin reviewing all this information and coordinate with our team for further investigation. In the meantime, please allow us some time to complete our analysis. If you have any updates regarding my previous recommendation about loading the BIOS to default settings, kindly let me know.

Thank you for your patience.

Best regards, 

Randy T. 

Intel Customer Support Technician 

[Sher]

Attached is the Bios Event Log I photographed late yesterday. I've never set the BIOS to anything, therefore it should still be set to the default settings, is that correct?  Please advise if this is not what you requested. 

No additional black screen events to report, however, yesterday immediately after Startup I was unable to get a response from anything when clicking to open Chrome, Firefox, Word, etc.  After a moment or 3, I was able to open the Task Manager and it reported that the CPU usage was 100%.  Then, slowly, what I had clicked began to open and CPU usage went down eg multiple Chromes (because I had clicked on it multiple times), multiple Firefox windows. Dell took a look and ran Support Assist, helped me get to the BIOS event log and said there's no problem with my computer. 

I do think something is amiss and that another issue could arise at any time, and I appreciate your looking into that driver and more, as you mentioned. Please advise when you have something to share.

Thank you very much for your assist,

Sheree 

[RandyT_Intel]

Hello Sher,

Given the nature of your concern and since this is an OEM system, I highly advise that you seek assistance directly from your system manufacturer, as they can provide warranty and technical support tailored specifically to your device.

Based on my assessment and diagnosis, it appears that the issue arose after the graphics driver update. The processor has passed the Intel Processor Diagnostics Tool (IPDT), so I'm confident there is no problem with the CPU. I previously suggested loading defaults in the BIOS, and for further isolation, you may want to either roll back to the previous graphics driver or update to the latest version. This may resolve any possible bug that could be causing the intermittent black screen issue.

I checked your system on the Dell support site to identify the specific driver tailored for your system. However, it appears I need the service tag of your system to look for recommended updates. Please understand that I am not initially recommending our generic drivers for direct use on your system, as they may overwrite your customizations. Generic graphics drivers are provided for general purposes, and since computer manufacturers like Dell may have made changes or customizations to the graphics driver software, it’s important to consult them first.

-Drivers & Downloads

-Where to Obtain an Intel® Graphics Driver for an OEM (Original...

I appreciate your understanding in this matter, and I encourage you to reach out to Dell for further assistance. They are in a prime position to help you address this issue effectively.

Best regards, 

Randy T. 

Intel Customer Support Technician