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Chris.H.Aus
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2 Posts
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December 1st, 2022 18:00
Multiple Dell XPS 13 won't connect to external monitors
Hi there,
I work for an MSP and we are currently assisting a client who has multiple Dell XPS fail to connect to external monitors.
These include:
XPS 13 7390 x3
XPS 13 9370
XPS 13 9305
We have been testing on a Dell P2422HE monitor via USB C (Display Port). The same monitor and USB-C cable are working fine on a XPS 13 9315 and other Dell laptops.
We have troubleshooted extensively, and Dell have already arranged to send out a technician to replace the motherboard. However, it seems unlikely that 5 laptops would exhibit the same fault on the motherboard and I'm reaching out to see if there's any further troubleshooting advice that can be provided.
- The issue occurs on Windows 10, Windows 11, and an Ubuntu live USB
- Have uninstalled all Intel and Realtek (where available), rebooted, then reinstalled
- Upgraded the BIOS
- Downgraded the BIOS to the lowest available version
- Resetting the BIOS to factory defaults
- Tested all USB-C ports on the devices
- The USB-C ports work for other functions (e.g. charging and USB memory stick)
- A USB-C dock with a HDMI port also will not work
- All devices including the working laptop are running the same version of Thunderbolt software
- We have not been able to identify any software updates or Windows updates that have occurred at the same time
We're concerned that there is an update, or setting, that could cause issues across our client's fleet of devices, which are mostly Dells. It's understandable that a motherboard (or a specific chip on the motherboard) could develop a fault, but to see 5 devices with the same fault seems unlikely.
Appreciate any assistance that could be provided.
Chris.H.Aus
1 Rookie
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2 Posts
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Posted January 8th, 2023 14:00
Dell replaced the motherboard on each of the machines, and this has solved the problem. I still don't believe that the motherboard on 5 different machines bccame faulty all at similar times.
None of the technicians were able to give any more information, but my suspicion is a firmware update that caused this weird fault in some of the devices. I even tried to break one of the fixed machines (ran all updates, BIOS, etc.) but was unable to cause the problem, and no further devices have became faulty.
Update: issue turned out to a corrupted Windows display cache.
If the issue only occurs under Windows delete the following registry subkeys and reboot.
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\GraphicsDrivers\Configuration
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\GraphicsDrivers\Connectivity
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\GraphicsDrivers\ScaleFactorsEnergize2050
3 Posts
2032
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Posted February 18th, 2023 07:00
Thank you, this worked. I was about to get Dell to replace the XPS 2-in-1.
Mike Ehrmantraut
1 Message
1885
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Posted April 28th, 2023 13:00
Hey Matty
I also have a similar issue with my XPS 9315. I am connecting my monitor to HDMI through docking station to laptop, and my laptop won't detect that there is an external display. My laptop does make a sound whenever I plugin HDMI to my monitor but would not show any external displays. I have tried using multiple monitors, projectors, cables. Still no success.My problem is similar, but the above deletions didn't work. The only difference I see is it says Specialized Display on intel adaptor, then it says Display is inactive. My monitor isn't specialized in any way I know, just a 1440p. A loaner Dell (not an XPS) worked fine through the dock, just my XPS 13 says the above. Any ideas?
FlyerNeil
1 Message
2426
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Posted December 28th, 2022 08:00
I have the same problem on a single XPS with a cheapo dock outputting to 2 HDMI to DVI cables - but it worked until recently, then suddenly neither monitor recognised.
Trying to pin it down to an update, but not got there yet.....
Did you ever solve your problem ?