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4402
November 27th, 2017 11:00
Windows 10, Dell Precision M6500 and ATI 7740
I have a dell Precision M6500 laptop with the ATI Firepro 7740 Video card. Last night while using the computer with an additional monitor connected both screens blacked out then my desktop appeared again on the additional monitor, however the laptop screen stayed black. Nothing I did would bring the laptop screen back. Ultimately I shut down the computer, unplugged the external monitor and then rebooted the computer. The laptop screen came back but at the wrong resolution. When I tried to change it to the correct resolution I noticed that there were only two listed. After further investigation I discovered that windows was using the "Microsoft Basic Display Driver". When I open device manager and click on display it shows only the ATI FirePro 7740 graphics card., and when I open the properties for that it says "No drivers are installed for this device". I uninstalled and reinstalled a few different drivers, but nothing I have done changes what graphics are being used and does not change the status of the ATI properties.
Does anyone have any ideas what I could try?
robert p
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9.4K Posts
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November 28th, 2017 08:00
Hi Nevohtsur,
Thanks for posting.
Apologies that your system is not working as expected.
Which Operating System are you using? Did this happen after a recent OS update?
You can try running diagnostics by pressing F12 at startup or using Support Assist. Make a note of any error messages and contact Tech Support for further troubleshooting. You can contact Tech Support at 1-800-624-9896 or 1-800-288-4410, or you can initiate a chat session http://dell.to/2v4snVm
Nevohtsur
9 Posts
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November 29th, 2017 03:00
Robert,
I am running windows 10 on this machine. I had been using the computer for better than an hour when the blacked screen occurred so I don't believe that it was due to an update.
I ran the full system diagnostics and no errors were found.
Everything that I have tried leads me to think that it is a driver issue, but nothing I have tried has changed the situation.
wvmstr
19 Posts
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November 29th, 2017 08:00
What operating system are you using?
Nevohtsur
9 Posts
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November 30th, 2017 03:00
The machine is running Windows 10.
robert p
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9.4K Posts
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December 4th, 2017 07:00
What external monitor are you using? Could there be a problem with the cable?
Nevohtsur
9 Posts
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December 4th, 2017 09:00
The external monitor was an Acer V226WL, but that shouldn't matter as the graphics card will not load the drivers now and I am only trying to use the laptop screen. I have used this screen many times on this machine over the last year or so without any issue until this incident.