1 Rookie
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8 Posts
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348
October 18th, 2024 12:08
XPS 9320 function panel backlight glitched after update to BIOS version 2.16 from 2.14
After updating the BIOS from 2.14 to 2.16, the capacitive panel backlight is no longer working properly. Its brightness doesn't adjust properly with ambient light (as it used to) and it is always too bright. Both in normal light condition and at night, it's distracting and blinding, making it frustrating and distracting to use the notebook. Furthermore, the ability to stream media (movies, videos, etc) in a dark ambient is now compromised by the excessive brightness of the panel. Turning off the backlight in the BIOS settings as a temporary measure doesn't work either, as the setting is reverted back to 100% luminosity as soon as the computer is booted into Windows or Ubuntu.
Cherry on top, is not possible to downgrade to BIOS version 2.14 as Dell is blocking the roll back for "security reasons".
I think Dell should either provide promptly a fix to this glitch (days, not weeks or months) or allow us to downgrade back to the BIOS version 2.14 as a temporary measure to allow us to use our notebook while they work on a fix. This is a major fault and it is not acceptable, it should be top priority from Dell to ensure that when they release a BIOS update, especially if rollback is blocked, that it's not going to heavily compromise the functionality of the computer
DELL-Nat M
Community Manager
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3.2K Posts
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December 19th, 2024 12:46
New BIOS Update Available!
We are excited to announce that the new BIOS is finally available to fix the issue with the keyboard backlight. Please update to the latest version and let us know if it resolves the issue on your 9320 system.
If you still experience problems after updating, please click on Get Help Now at the bottom right corner of this page to contact a support agent for individualized assistance.
Thank you for your collaboration and happy holidays!
quigley1440
1 Rookie
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2 Posts
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October 23rd, 2024 02:17
I have a similar issue on my XPS 9510. My backlight keys for the screen aren't working (F6 and F7). The issue happened right after the BIOS update. Thanks ale, I didn't know it was not possible to roll back the BIOS. I tried uninstalling the whole Windows Update to no success. Good to know I'm not the only one experiencing this issue.
It truly is unacceptable. Dell should provides a solution immediately.
DELL-Nat M
Community Manager
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3.2K Posts
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October 24th, 2024 17:15
Thank you for highlighting this issue! Dell Engineering is already working on a solution, and we’ll share updates as soon as we have more information.
ale_hellstroem
1 Rookie
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8 Posts
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October 25th, 2024 02:34
@DELL-Nat M thank you for the heads up but it has been already too long for such a major issue. If Dell cannot solve this new issue they introduced, they should at least give us -without any further wait- the possibility to roll back to BIOS 2.14 as a temporary measure; this should be straightforward. You cannot force a non-downgradable major defect that impairs one of the core XPS Plus functionalities and leave us like that for tens of days
ThanhVu
1 Rookie
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5 Posts
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October 26th, 2024 08:17
Fortunately, I also found an article where someone is facing the same issue as me. I'm using the XPS 9320 and encountering this problem as well. I feel a bit 'frustrated' because of these issues after the BIOS upgrade. Moreover, after the update, the keyboard backlight only has a 50% brightness setting instead of the previous 50% and 100% options. Dell needs to release an update soon to resolve these issues.
DELL-Chris M
Community Manager
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56.8K Posts
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October 28th, 2024 13:58
If you have upgraded to the latest BIOS and experiencing the issue, contact Technical Support by clicking the blue "Get Help Now". They will first verify the ownership and warranty status. Then they will provide the next revision of the BIOS based on “Dell Pre-Release terms”. Note: Once you agree to the Dell Pre-Release terms, they may take up to 48 hours to share the file with you.
VCWS
1 Rookie
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3 Posts
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October 31st, 2024 05:05
@DELL-Chris M
following your reply, I contacted Technical Support, asking for the pre release BIOS file. it seems they have ABSOLUTELY NO IDEA what is going on and kept asking me to go into my current BIOS setting to toggle the settings.
absolutely unacceptable!
<Private data removed from public view. DELL-Admin>
(edited)
ale_hellstroem
1 Rookie
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8 Posts
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October 31st, 2024 17:54
@VCWS Don't give up! I actually managed to get the new BIOS on pre-release terms and to my surprise the glitch is completely solved! Just insist. Dell technical support is completely incompetent, so they'll keep providing useless solutions. I just went on insisting telling them "The only thing I need is the next revision of the BIOS based on Dell Pre-Release terms and nothing more", also linking them this thread. Eventually, one decent support agent escalated the matter to the "3rd level", I got to sign an NDA and the day after they provided me the firmware. I cannot share it with anyone because of the NDA. Also, if you don't do this you will have to wait for the next release in DECEMBER! It's painful and unacceptable but at least if you have the patience to go through this you'll get back to have a properly working laptop. Cheers
mmgordon
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6 Posts
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October 31st, 2024 22:35
@ale_hellstroem Same issue. Called Dell support and after findi8ng it was a software issue, referred me to their prepaid $99 software support. Fortunately, it didn't go through and I still have the funky function key backlighting issue. I'll try again to see if I can get the bios pre-release.
Manish Dhawan
1 Rookie
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9 Posts
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December 12th, 2024 13:36
As per my opinion, Dell did not work on this. Its already been 2 months over; no solution given. Dell plusxps 9320 warranty over now; they are producing the glitch in BIOS updating. When we contacted the team, they told me that the system is out of warranty and they will diagnose it only when you pay the charges.
I already mailed the Mr. Dell, but no resolution was given.
MGHVL
1 Rookie
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2 Posts
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December 20th, 2024 03:43
@DELL-Nat M
Just installed the 2.17.0 bios update and it appears that it fixed the keyboard function key backlighting issue. Keeping my fingers crossed and will let the community board know if there is any further problems on this particular issue, or with the bios upgrade in general.
MGHVL
1 Rookie
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2 Posts
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December 20th, 2024 03:47
@MGHVL
Whoops. Re subscribed with a new handle (MGHVL). My original one is mmgordon and the one I used on my October 31, 2024 post.
Manish Dhawan
1 Rookie
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9 Posts
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December 27th, 2024 16:00
@Manish Dhawan got i correct after updating bios
Manish Dhawan
1 Rookie
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9 Posts
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December 27th, 2024 16:01
@DELL-Nat M now its corrected. thanku very much
Manish Dhawan
1 Rookie
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9 Posts
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December 27th, 2024 16:01
got it right after updating bios