Black screen with Intel drivers on Dell XPS 13 with HD Iris 540

[CPinc1]

Hello everybody,

I have a Dell XPS 13 9350 with an Intel HD Iros 540 graphics card.

Every worked nicely until an automatic update turned my screen black. After reinstalling Windows 10 from scratch, I discovered that with the generic graphics driver provided by Windows the screen works, but any specific driver for my card turns the screen black. I tried, with no success, in this order:

• All the versions of the graphics driver found on the Dell website
  • 20.19.15.4531, A07, 29 Dec 2016
  • 20.19.15.4483, A06 07, Sep 2016
  • 20.19.15.4454, A05 29, Jun 2016
  • 20.19.15.4390, A04 14, Apr 2016
• The latest driver found in the Intel website (15.45.16.4627)

None of these works. As soon as any of these drivers are installed, the screen turns black. Upon reboot, the screen stays black in the login screen.

The only fix I found so far is to remove the driver completely, and use the default graphics driver of Windows. I also had to disable automatic driver updates, otherwise the screen would turn black again upon reinstallation of the driver.

What are my options? Is there any diagnostic information I can provide that can help me troubleshoot the problem? I am a Linux user and I know very little about Windows.

Thank you in advance for any help you can provide.

[idata]

ilpincy, Thank you very much for joining the Intel® Graphics communities.

You mentioned the laptop is working with Intel® Iris™ Graphics 540, I was looking in our web site for graphics drivers for it, and the results I got are showing different versions from the ones you installed, maybe those drivers are not the proper ones for your laptop. Since you already tried drivers 4531 and 4627, we can now try the following drivers4352:https://downloadcenter.intel.com/download/25620/Intel-Graphics-Driver-for-Windows-7-8-1-10-15-40-6th-Gen-?product=88358 https://downloadcenter.intel.com/download/25620/Intel-Graphics-Driver-for-Windows-7-8-1-10-15-40-6th-Gen-?product=883584590:https://downloadcenter.intel.com/download/26563/Intel-Graphics-Driver-for-Windows-15-45-?product=88358 https://downloadcenter.intel.com/download/26563/Intel-Graphics-Driver-for-Windows-15-45-?product=883584542:https://downloadcenter.intel.com/download/26404/Intel-Graphics-Driver-for-Windows-15-45-?product=88358 https://downloadcenter.intel.com/download/26404/Intel-Graphics-Driver-for-Windows-15-45-?product=88358 Please let me know the results of trying the drivers above.

Any further questions, please let me know.

Regards,

Alberto

[CPinc1]

Hello Alberto,

Thanks for your answer! I'll try the drivers you suggest tonight when I get home and follow up with the result.

Thanks again!

Carlo

[idata]

Hi, ilpincy, You are welcome, perfect.

I was also checking the specifications of the laptop, according to that information it says it works with Intel® HD Graphics 520 or Intel® HD Graphics 540, those graphics controllers when it comes to graphics drivers are different from Intel® Iris™ Graphics 540, so:

Are you sure the laptop is using that graphics controller?

I can always confirm that if you could please provide the model of the processor?

Here is the link for you to check the specifications:

http://downloads.dell.com/manuals/all-products/esuprt_laptop/esuprt_xps_laptop/xps-13-9350-laptop_reference%2520guide_en-us.pdf http://downloads.dell.com/manuals/all-products/esuprt_laptop/esuprt_xps_laptop/xps-13-9350-laptop_reference%20guide_en-us.pdf

Any questions, please let me know.

Regards,

Alberto

[idata]

ilpincy, I just wanted to check if the information posted previously was useful for you, and if you need further assistance on this matter?

Any questions, please let me know. Regards,Alberto

[CPinc1]

Hello Alberto,

Sorry for taking so long in trying out the possible solutions! Eventually I managed to solve the issue with the help of Dell.

The trick was to update the BIOS, as well as all of the chipset drivers available on the Dell website for my laptop. After doing this (BIOS first, chipset next), the latest driver offered by Dell indeed worked as intended.

I guess there's some funny interaction among drivers that creates this issue when the versioning is not exactly right.

Thank you for your support!

Cheers,

Carlo

[idata]

Hi, ilpincy, No problem at all, excellent, it is great to hear the issue got fixed by doing a BIOS update and installing the chipset and graphics drivers from Dell, we always recommend to use the drivers provided by the manufacturer, that is why I wanted to confirm the model of your device, the laptop should work with no problems from now on.

Any other inquiry, do not hesitate in contact us again. Regards,Alberto