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Screen goes blank when switching screen resolution


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#1 wzfoto

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Posted 15 November 2017 - 04:27 PM

When I try to perform actions that refreshes the screen, such as using a screen saver/changing screen resolution, the screen goes blank (but the mouse pointer is still visible).  The only solution is to do a hard reset and as a result losing all my work that I was doing.  Sometimes when I visit an interactive website (e.g. hover pointer and something pops out), the same problem happen.  The problem started after a series of windows updates about 6 months ago.  I am already running the latest video display driver.  The spec of the laptop are below.  I m looking for suggestions on how to trouble shoot this problem.  Thanks.

 

Dell Inspiron 13 7347

Windows 8.1

Intel® HD Graphics Family, 2016-03-23, 10.18.14.4414


Edited by wzfoto, 15 November 2017 - 04:28 PM.


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#2 usasma

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Posted 15 November 2017 - 05:09 PM

Wait until it does it again, then recover and immediately generate these 2 sets of reports:

Report Set #1)  Please run this report collecting tool (even though you may not be experiencing BSOD's) so that we can provide a complete analysis: (from the pinned topic at the top of the forum)   http://www.bleepingcomputer.com/forums/t/576314/blue-screen-of-death-bsod-posting-instructions-windows-10-81-8-7-vista/

If you have problems with it running it, there's an alternate tool here (direct download link):  https://github.com/blueelvis/BSOD-Inspector/releases/download/1.0.5/BSODInspector-1.0.5.exe

NOTE:
Please zip up the (.ZIP) files - do not use .RAR or other compression utilities. 
.ZIP is the type file that can be uploaded to the forums.

Report Set #2)  Please do the following:
- open Event Viewer (run eventvwr.msc from the "Run" dialog)
- expand the Custom Views category (left click on the > next to the words "Custom Views")
- right click on the "Administrative Events" heading
- select "Save all Events in Custom View as..."
- save the file as Admin.evtx
- zip up the file (right click on it, select "Send to", select "Compressed (zipped) folder")
- upload it with your next post (if it's too big, then upload it to a free file-hosting service and post a link here).

FYI - If we're looking for Event ID 41 errors (unexplained shutdowns), there's more info on that here:  http://support.microsoft.com/kb/2028504
The Event ID 41 error is simply Windows saying that it doesn't know why it shutdown.

While waiting for a reply, please monitor your temps with this free utility:  http://www.almico.com/sfdownload.php


 
My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.

#3 wzfoto

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Posted 29 April 2018 - 11:44 AM

After I disable the Dell true color program, I no longer experience this problem. 



#4 usasma

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Posted 01 May 2018 - 06:54 AM

Have you checked to see if there are any updates available to the Dell true color program at the Dell support website for your model?

 

EDIT:  I tried to find it from the model information you gave in your first post and didn't find it for that model.
But, here's a link for Dell's info on True Color:  http://www.dell.com/support/article/us/en/19/sln309399/overview-of-dell-true-color?lang=en

It asks that you contact Dell Support if you want to download it (which is also their suggestion for troubleshooting).


Edited by usasma, 01 May 2018 - 07:01 AM.

My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.




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