11 Replies Latest reply on May 24, 2017 9:33 AM by Intel Corporation

    Dell XPS 13 only shows on extended display

    tbdell

      Last week my Dell XPS 13 stopped working with the internal display and now only works with the external display.

      If you disable the graphics card or use the basic drivers the internal display works, but as soon as the driver loads it's only on the external.

       

      I have spent over 16 hours with Dell Tech support on this issue and I even restored from a system image from two weeks ago when it was working fine.

       

      I have now wiped the drive and did a clean windows install, but as soon as the HD Graphics 520 driver installed, I lost the internal display and have to use the external.

       

      Since this is a new install I have not downloaded any windows  updates yet, just updated the drivers.  Right now it's running Windows 10 Home.

       

      The machine passes all hardware and display tests.

       

      Any help on this is greatly appreciated.

       

        • 1. Re: Dell XPS 13 only shows on extended display
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello tbdell,
           
          I understand built-in display of the laptop stops working as soon as the graphics driver gets installed.
           
          Let me apologize for any inconvenience this issue may be causing to you.
           
          In order to help you better I would like to gather more information about the configuration you have in the computer.  Please attach to this thread the .txt file the Intel® System Support Utility will generate https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility
           
          If possible test the system in Clone Mode and let me know if issue persists or not.  This link will show you how to enable Clone Mode http://www.intel.com/content/www/us/en/support/graphics-drivers/000005752.html
           
          Please also attach the Intel Graphics Driver Report http://www.intel.com/content/www/us/en/support/graphics-drivers/000005848.html
           
          To attach a file, you must click “Use Advanced Editor” on the upper right hand corner of the response box, then the “attach” option will appear on the bottom right hand corner of the response box.
           
          Regards,
          Fred

          • 2. Re: Dell XPS 13 only shows on extended display
            tbdell

            Hi Fred,

             

            Attached are the requested files.  I ran the utility both in single mode and clone mode.

             

            It will show the built in display in graphic properties but when you try to change to extended or clone or single laptop it won't find it.

             

            The touch screen will work on the built in display but the output or effect is on the extended display.

             

            For example I can move my finger on the built in touch screen and the mouse will move on the extended display.

             

            Thanks for you help and I hope you have some answers.

             

            Regards,

            Tom

            • 3. Re: Dell XPS 13 only shows on extended display
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello tbdell,
               
              Thanks for the information you sent to me.
               
              I would like you to install some drivers in a specific order.
               
              Please install this driver first, and then restart the computer http://www.dell.com/support/home/us/en/19/Drivers/DriversDetails?driverId=P1X3X
               
              Install this other driver, and then restart the computer one more time http://www.dell.com/support/home/us/en/19/Drivers/DriversDetails?driverId=X37VM
               
              On the keyboard press WinLogo key + r, then type in devmgmt.msc, double click on Display Adapters -> Intel HD Graphics -> Driver tab -> Uninstall -> Select the check box Delete the driver software for this device -> OK, restart the computer, and then reinstall the graphics driver Dell* provides on this link http://www.dell.com/support/home/us/en/19/Drivers/DriversDetails?driverId=JVM17
               
              If issue persists even with the graphics driver Dell* provides on their website the issue might be hardware related.  The drivers Dell* provides on their website have been tested and validated to work fine in your specific computer model.
               
              Let me know if issue persists or not.
               
              Regards,
              Fred

              • 4. Re: Dell XPS 13 only shows on extended display
                tbdell

                Hi Fred,

                 

                Initially this series of instructions did not work.  Keep in mind I did restarts and not shutdowns. 

                When I finished all the installs with no success I then shut down the computer for the night.

                Today I restarted the laptop and the graphics are now working correctly.

                 

                since this was a clean install windows is now installing  updates, so the question is, will it keep working?

                 

                Thanks

                Tom

                • 5. Re: Dell XPS 13 only shows on extended display
                  tbdell

                  Upon additional installs of windows updates the display is again broken.

                   

                  This appears to be an issue between windows update and the graphics driver.

                   

                  Any ideas on what updates may be causing the issue.

                  • 6. Re: Dell XPS 13 only shows on extended display
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hello tbdell,
                     
                    I am sorry to hear issue persists after the computer installed Windows* updates.
                     
                    It is not possible for me to know what the exact update is.   Please let me know the version of the graphics driver that is currently installed in your computer.  There is a chance the Windows* Update program may have installed different version of the graphics driver.
                     
                    Regards,
                    Fred D.

                    • 7. Re: Dell XPS 13 only shows on extended display
                      tbdell

                      Hi Fred,

                      Below is the graphics part of the SSU scan.

                       

                      Just curious, when I look at the Coinstaller line references "inf_amd64"  shouldn't this be all Intel chips?

                       

                      # Scanned Hardware

                      Computer:

                                BaseBoard Manufacturer:"Dell Inc."

                                BIOS Mode:"UEFI"

                                BIOS Version/Date:"Dell Inc. 1.4.15 , 03/14/2017 12:00 AM"

                                CD or DVD:"Not Available"

                                Embedded Controller Version:"255.255"

                                Platform Role:"Mobile"

                                Processor:"Intel(R) Core(TM) i7-6500U CPU @ 2.50GHz , GenuineIntel"

                                Secure Boot State:"Off"

                                SMBIOS Version:"2.8"

                                Sound Card:"Intel(R) Display Audio"

                                Sound Card:"Realtek Audio"

                                System Manufacturer:"Dell Inc."

                                System Model:"XPS 13 9350"

                                System SKU:"0704"

                                System Type:"x64-based PC"

                                - "Display"

                                     Intel ® Graphics Driver Version:"1.7.27.0"

                                     - "Intel(R) HD Graphics 520"

                                          Adapter Compatibility:"Intel Corporation"

                                          Adapter DAC Type:"Internal"

                                          Adapter RAM:"1.00 GB"

                                          Availability:"Running or Full Power"

                                          Bits Per Pixel:"32"

                                          - "Caption":"Intel(R) HD Graphics 520"

                                               Link:"http://www.intel.com/content/www/us/en/search.html?keyword=HD+Graphics+520"

                                          CoInstallers:"C:\WINDOWS\System32\DriverStore\FileRepository\ki121320.inf_amd64_de10707f4e722dcb\igxpco64.dll, CoDeviceInstall"

                                          Color Table Entries:"4294967296"

                                          Dedicated Video Memory:"Not Available"

                                          Driver:"igdkmd64.sys"

                                          Driver Date:"03/08/2017 07:00 PM"

                                          Driver Path:"C:\WINDOWS\system32\DriverStore\FileRepository\ki121320.inf_amd64_de10707f4e722dcb\igdkmd64.sys"

                                          Driver Provider:"Intel Corporation"

                                          Driver Version:"21.20.16.4627"

                                          INF:"oem13.inf"

                                          INF Section:"iSKLD_w10_DS"

                                          Install Date:"Not Available"

                                          Installed Drivers:"igdumdim64,igd10iumd64,igd10iumd64,igd12umd64,igdumdim32,igd10iumd32,igd10iumd32,igd12umd32"

                                          Last Error Code:"Not Available"

                                          Last Error Code Description:"Not Available"

                                          Last Reset:"Not Available"

                                          Location:"PCI bus 0, device 2, function 0"

                                          Manufacturer:"Intel Corporation"

                                          Microsoft DirectX* Version:"DirectX 12"

                                          Monochrome:"No"

                                          Number of Colors:"4294967296"

                                          Number of Video Pages:"Not Available"

                                          PNP Device ID:"PCI\VEN_8086&DEV_1916&SUBSYS_07041028&REV_07\3&11583659&0&10"

                                          Power Management Capabilities:"Not Available"

                                          Power Management Supported:"Not Available"

                                          Refresh Rate - Current:"60 Hz"

                                          Refresh Rate - Maximum:"75 Hz"

                                          Refresh Rate - Minimum:"59 Hz"

                                          Resolution:"1920 X 1080"

                                          Scan Mode:"Noninterlaced"

                                          Service Name:"igfx"

                                          Status:"OK"

                                          Video Architecture:"VGA"

                                          Video Memory:"Unknown"

                                          Video Processor:"Intel(R) HD Graphics Family"

                      • 8. Re: Dell XPS 13 only shows on extended display
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        Hello tbdell,
                         
                        Thanks for the additional information you sent to me.
                         
                        It looks like the operating system reinstalled latest graphics driver again.  I would like you to try reinstalling latest graphics driver Dell* has validated for your computer.
                         
                        On the keyboard press WinLogo key + r, then type in devmgmt.msc, double click on Display Adapters -> Intel HD Graphics -> Driver tab -> Uninstall -> Select the check box Delete the driver software for this device -> OK, restart the computer, and then reinstall the graphics driver Dell* provides on this link http://www.dell.com/support/home/us/en/19/Drivers/DriversDetails?driverId=JVM17
                         
                        Let me know if issue persists or not after reinstalling graphics driver.
                         
                        Regards,
                        Fred D.

                        • 9. Re: Dell XPS 13 only shows on extended display
                          Intel Corporation
                          This message was posted on behalf of Intel Corporation

                          Hello tbdell,
                           
                          I was wondering if issue persists or not after reinstalling graphics driver Dell* provides on their website.  In case you still need assistance just let me know.
                           
                          Regards,
                          Fred D.

                          • 10. Re: Dell XPS 13 only shows on extended display
                            tbdell

                            The problem still persists. I'm working with Dell but they have not been able to solve the issue.

                             

                            Are there any graphics specific hardware tests that might help identify a hardware problem.

                             

                            Regards

                            Tom

                            • 11. Re: Dell XPS 13 only shows on extended display
                              Intel Corporation
                              This message was posted on behalf of Intel Corporation

                              Hello tbdell,
                               
                              From our website the tool we have to test graphics controller is the Intel® Processor Diagnostic Tool which you can download from this link https://downloadcenter.intel.com/download/19792/Intel-Processor-Diagnostic-Tool
                               
                              If the Intel® Processor Diagnostic Tool does not detect any issue the best option would be to continue working the issue with Dell*.  Dell* should be able to provide more advanced support for this issue.
                               
                              Regards,
                              Fred D.