XPS15 9500 - black screen after Dell Logo

Question

I have an XPS 15 9500 with black screen after boot. Screen is 4k with touch.

Screen went off during a Teams Call ie while I was using it.

I have 2 amber 7 white flash code. I have opened the case and reseated display ribbon connector – to no avail.

Tried reset of holding down power for 30s etc.

I get the dell logo on boot and the screen shows the correct primary colours after booting with D held down. After dell logo, screen is black.

Laptop works fine with external monitor but will not detect the second ie internal monitor via windows

Spoke to Dell support and after short chat was advised it needs to be “sent in”

In my mind as I get Dell Logo and full rainbow test colours before windows login this fees like driver issues ie not hardware?

Dell/Windows diagnostic reports drivers are UpToDate?

I have rolled back a Windows 11 update that was applied earlier the same day – to no avail.

Grateful for any suggestions before we go down the easy option of “sending it in” L

DELL-Jesse L · Answer

The 2-7 diagnostic LED code represents a failed Display. If you reseated the display cable and it did not resolve the issue you will need to send it in to Dell.

Kiteland · Answer

Many thanks Jesse for the quick response - that's what I feared.

Can you advise why the display still shows the Dell logo on boot and also the primary colours when I boot holding down "D"? That's the bit I don't understand?

Peter

ejn63 · Answer

The color screens are a screen self-test. The Dell logo appears when the power on self test starts. If the system does not progress in powerup beyond that, something is failing -- from your description it's video related but not the screen, so in all likelihood, the mainboard needs to be replaced.

Kiteland · Answer

Many thanks EJN63.   Much appreciated  Peter

XPS

XPS15 9500 - black screen after Dell Logo

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