Monday 10 March 2014
2 weeks ago we had progressively more frequent PARTIAL screen blanking of our Nov 2013 i7 Haswell Dell XPS-12, always JET BLACK all across the bottom part of the screen, and randomly extending up 20%, 60%, 30%, 80% - - - BUT NEVER 100%! Whatever was on the screen not only remained in the top portion when the black flashed onto the screen, but was all there and normal when the black went away, in much less than one second.
We (with Costco's superb help) sent it to Dell Houston. They sent it back a week or so later, with India calling us to read from Houston's script that said they could not duplicate the problem, the idiots, and complaining that we would not let them replace the SSD [with all our software and product keys on same]. Clearly, this is NOT an SSD or CPU or battery or power wiring problem, for the whole screen never flashes black, nor does the top of the screen. It is something in the screen refresh circuitry, related screen controls, or both. I'm no computer tech, but logical thinking gets one that far. [Dell refused to simply put our SSD into a new XPS-12 computer, by the way, for both the chap at Costco and the online Dell tech thought this was a hardware problem before we sent it to Houston. This was after we wasted time reinstalling drivers and all that *** in the usual drill to wear our users reporting problems.]
On return to us, it worked fine for 2 days, as it had for 2 weeks when we first got it, then last night it again flashed up the screen about 20%, from the bottom as always, about 5 times so far. Judging from our experience it will get progressively worse, until it begins to flash multiple times per minute. This time we plan to really bring the wrath of Costco down on Dell if we do not find a solution via the wonderful folks on YouTube.
We look forward to testing the idea proposed above. If anyone is certain this is a universal and enduring solution, please tell the dummies at Dell Houston!!!after further testing of flashing black on Dell Haswell XPS-12 screen:
With the box CHECKED that is labeled “Panel Self-Refresh” under "Graphics Properties [right click on your desktop] / Power / On Battery", - - - while on HOUSE ELECTRIC POWER for several days there WAS NO BLACK FLASHING UP FROM THE BOTTOM OF THE SCREEN of my Dell i7 Haswell XPS-12 from Costco. I have concluded this flashing black problem occurs only when on battery power.
Within 10-15 minutes of switching back to BATTERY POWER, the FLASHING BLACK reported in detail previously began once again (still with the "Panel Self-Refresh" box checked). The flashing black remains sporadic, random and intermittent, sometimes several times a minute, sometimes many minutes between black flashes, sometimes hours, occasionally a day or two; very sporadic. And random, 10%/80%/30%/60%/20% etc. UP FROM THE BOTTOM, BUT NEVER covering the top portion of the screen (at least 10% remains, sometimes half of the screen contents, or more ). One time when I switched from house electric to battery it took a day for the flashing black to return, but then it was frequent.
When I REMOVED THE CHECK MARK FROM THE BOX LABELED "Panel Self-Refresh", the FLASHING BLACK DID INDEED STOP, as reported by others.
However I am uncomfortable with unchecking this box as a solution, because I believe there is an INTERMITTANT UNDERLYING HARDWARE FAILURE. Unchecking this "Panel Self-Refresh" box is a BAND-AID OVER any underlying hardware design deficiencies, - - - for now. I worry Dell will refuse to fix such a hardware design deficiency when it gets too bad to band-aid over in 6 months or a year.
Why am I CONVINCED THERE IS AN UNDERLYING HARDWARE DESIGN DEFICIENCY in my Haswell XPS-12, (and some other Haswell XPS-12’s, but not all identical Dell XPS-12s)? My evidence is that I know others with the same Haswell i7 XPS-12 WHO HAVE HAD NO FLASHING BLACK ON THEIR DELL SCREENS. (And, yes, the compared XPS-12 is an i7 Haswell, with all items checked on the "Graphics Properties/Power/On Battery" screen.)
I want my XPS-12 hardware problems in the screen refresh circuit FIXED, by Dell, probably by [partial or] total replacement of my XPS-12. [Dell may be getting ready to do this.]
UPDATE (on Thursday 13 March 2014)
Dell insisted on sending a 3rd party tech to our home. He had no business card, and zero interest in knowing what the problem is, because he had “reviewed the notes”. (From this, he believed our screen was turning white, when it is flashing random amounts of black up from the bottom.) Other than ignoring us while opening a box to replace our screen, we never got to the point of learning what all he planned to do to our Dell Haswell i7 XPS-12, or whether he had brought a new screen, or a refurbished used screen (unacceptable for our new Dell). We informed him that if he had no interest in even knowing what was wrong, let alone revealing what he intended to do to OUR computer, he would be asked to leave, at which point he exited in a mighty huff, muttering something about his boss telling him not to put up with anything [like questions, I guess], and our undermining his efforts to support three kids, the poor dear. The saga goes on.
Elsewhere on YouTube, one gal reports Dell said they changed her motherboard TWICE, and her screen TWICE, but her BLACK SCREEN FLASHING REMAINS. Another chap said Dell replaced his motherboard and screen, yet his screen’s black flashing remained. I have convinced myself, through testing, that this intermittent FLASHING BLACK ON THE XPS-12 SCREEN OCCURS ONLY WHEN RUNNING ON BATTERY (and is not caused by the CPU, SSD, battery or wiring because the screen NEVER GOES TOTALLY BLACK).
Dell needs to get the responsibility for solving this problem of flashing black on their otherwise excellent XPS-12 screen assigned back to their Haswell XPS-12 design team, and take it away from their problem denial department in Houston (plus its India buffer). Dell Houston only understands remove and replace, or reinstalling software, following limited diagnostics, apparently their assigned role. [Houston said they could not duplicate our screen blacking problems, probably because they did all their testing on an electric plug, when this flashing screen blacking occurs on battery power.]
This is obviously a design deficiency or supplier quality control problem, maybe both, not a repair issue. Dell’s Haswell XPS-12 design team needs to redesign a changed XPS-12A to manufacture and sell, which does not have these screen refresh problems.
Is some cheap display refresh memory breaking down? Cheap capacitors breaking down? A poorly designed timing circuit or its components, perhaps suitable for the prior 3XXX-series Intel CPU in Dell’s XPS-12, but not able to handle the expanded graphics capabilities of the new Haswell CPU (4XXX-series numbers)? Something else? This needs a redesign fix. Doesn't Dell ever look at their bad press on YouTube, supported by damming videos to boot?
Separately, I have posted under Margie Curtis, with the same title as here, a video of our flashing black screen, blacking varying amounts of screen randomly, always up from the bottom, but NEVER 100% black, and only on battery, with the “Panel Self-Refresh “ box checked.
Other than this fatal screen refresh failure, our Dell Haswell i7 XPS-12 is a wonderful convertible tablet, big enough for practical home use, but not too big for extended travel. [Ours has been to Burma, Laos, Vietnam, Cambodia and Thailand since we bought it in November, 2013.] While not inexpensive, it is solid, and fast due to its low-power i7 CPU, Haswell graphics and Samsung mSATA SSD (a midrange 256GB of storage in ours). These also yield its fantastic battery life, a meaningful 8 to 10 hours.
Its superb 1920x1080 screen is bright and clear [when not flashing black]. Its 8GB of memory is adequate. Keyboard excellent, just big enough. Windows 8.1 is survivable (albeit still quite quirky and obtuse) when modified to favor its desktop mode as suggested in Chapter 22 of Rathbone’s comprehensive “Windows 8.1 for Dummies” [book, with CD, for under $20 from Amazon].