Windows 10: Screen Suddenly Goes Dark but Doesn't Shut Off - Windows 10 Problem???


  1. Posts : 1
    Windows 10 for PC
       24 Feb 2018 #1

    Screen Suddenly Goes Dark but Doesn't Shut Off - Windows 10 Problem???


    Hi, All -

    I'm one of the typical people who can use programs but don't know the "mechanics" of computers. I purchased a new Dell Inspiron 14 7000 a few weeks ago with Windows 10 installed. Since then, on an average of once every day or two, the screen goes dark (not black but very dark gray) but the computer is still on. The only way I can get back to work is to manually shut off the laptop and turn it back on. So I contacted Dell (from whom I bought the laptop) and they told me to download some tool (which I did) onto a USB and reinstall Windows 10. However, I can't get a straight answer from them as to whether I need to uninstall what's on the laptop before using the usb. There is no backup/old version of Windows on the laptop which seems to be what posts say to do--go back to an older version. So, do I uninstall Windows 10 or not? And if I do, what folder on the usb do I start with to begin re-installing? Thanks, people!
    Last edited by Judie; 24 Feb 2018 at 21:34.
      My ComputerSystem Spec


  2. Posts : 2,470
    Windows 10 Home x64 (Laptop), Windows 10 Pro x64 (Desktop)
       26 Feb 2018 #2

    I would try installing/reinstalling the latest graphics driver from Dell's site. Also run sfc/scannow from an admin command prompt to check/repair your system files.
      My ComputersSystem Spec


  3. Posts : 442
    Windows 10 Home x64 and Pro x86
       26 Feb 2018 #3

    Judie,

    I also use Dell laptops and I agree with Steve. It really does sound like a display driver problem but it is possible that you need to update the 'BIOS'. The fact that Dell support disagree is as relevant as the ship's cat disagreeing.

    So
    1 Go to www.dell.com/support then put in your Dell 'Service tag' which will be found on a Dell label on the bottom of your computer & in your Dell purchase documentation. This will take you to
    Click image for larger version. 

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    2 Select Drivers & downloads and then save the link to your Favorites.

    3 In Drivers & downloads, check that the correct OS is selected [it probably will be]
    Click image for larger version. 

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    4 Then look at the list of updates. I always click twice on the heading Last updated to get it in sequence of latest one first. You can then click on View more to get additional entries in the list to show up.

    5 What you are looking for are entries for Graphics driver / Video driver / Display driver that match the name[s] of your display driver[s] shown in Device manager. To see these, right-click on your computer's Start button, Device manager, {give Admin permission if necessary}, double-click on Display adapters. Then double-click on the individual entry[s] to see their properties, select the Driver tab and note down the version number & date.

    6 Back on the Dell website, find the latest display driver and download then install it even if it is the same version as the one you already have [it is the version number that is significant not the 'Last updated' entry in the list]. Installing it will overwrite any corruption that might have occurred.

    7 Before leaving the Dell website, check through the Drivers & download list for the latest BIOS update as that might also account for your problem symptom.
    • It will probably be called Dell Inspiron 7{something} System BIOS [mine lists about 5 model numbers since we all have the same BIOS].
    • Check which version you have installed - right-click on your computer's Start button & select Windows Powershell and then type in systeminfo.exe then press the Return key. [ You could equally well use the Command prompt for this but it is the entry for Windows Powershell that appears by default in the Start menu list that you'll see.]
    • About 16 lines down it will tell you your current BIOS version & date.
    • If the one now available is a later version number then download it. As before, it is the version number that is significant not the 'Last updated' entry in the list.
    • BIOS updates from Dell are simple to install but if you have never done this before then you might well have lots of questions first so do ask away.


    Denis
      My ComputerSystem Spec


  4. Posts : 16,246
    windows 10 professional version 1607 build 14393.969 64 bit
       26 Feb 2018 #4

    Run this beta log collector using extract and post a zip into this thread for troubleshooting:
    log collector v2-beta08.zip
    In case the beta log collector does not work please use the DM log collector for troubleshooting:
    BSOD - Posting Instructions - Windows 10 Forums
      My ComputerSystem Spec


 

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