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September 30th, 2023 23:49

XPS 13 9380, flickering with external monitor connection

XPS 13 9380

XPS 13 9380

I've posted this on various subreddits and on Tech Support Forum, but thus far, no one has had a solution that works. Of course this issue had to begin right when the extended service warranty on  my XPS 13 expired! Anyone else experienced this issue and found a solution other than updating drivers?

SUMMARY OF MY ISSUE:
For the last couple of weeks, I am unable to connect the XPS 13 to external monitors anymore. As soon as I try to connect to an external monitor, the connection doesn't happen and the built-in screen on my laptop goes black for a second and then starts flashing rapidly until I disconnect from the docking station and/or external monitor. I know the issue is with the laptop, not with the monitors because my work laptop is able to connect to the same monitors without issue.

CONNECTION:
In the past, I would connect my XPS 13 to a VisionTek USB Dual 4K Universal docking station via USB-C cable (my laptop is very slim and only has USB-C ports.) The external monitor would be connected to the docking station via HDMI. As noted above: I'm still having this problem when not using the docking station and instead connecting laptop-to-external-monitor directly (via USB-C to HDMI adapter)

HERE'S WHAT I'VE TRIED DOING:

  • Setting laptop to a restore point of a couple of weeks ago when I knew this wasn't an issue
  • Making sure all drivers on the laptop are updated (they are -- I have used Dell Support Assist, Dell Update and done the manual installation of the video drivers via Dell.com) -- the issue remains. 
  • Tried connecting directly to the external monitor (not using the docking station), by using a USB-C to HDMI adapter -- the same flickering issue and inability to connect happens
  • Using the same docking station and/or cables to connect my work laptop to the same external monitors -- all the monitors are working with my other laptop-- so that's why I assume the issue is with my personal laptop
  • Tried connecting to the external monitor wirelessly -- this worked, but I want to do a hard-wired connection for better resolution / image quality


OTHER NOTES:

  • Note: the USB-C ports do still recognize the power cord when plugged into them
  • The laptop is out of its extended service warranty now.
  • Honestly, except for this issue, it still works okay, so I'm hoping there's a fix for this issue as I'd prefer to wait a bit before upgrading.

LAPTOP SPECS:

VIDEO:
Video of the screen flickering (immediately after connecting to the port) is included here.

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16.9K Posts

October 3rd, 2023 07:36

PatsyStonesBun,

To receive assistance from Dell chat support, they need to verify the warranty status and ownership. Then you must troubleshoot with them.  Click the "Get Help Now" icon on the right to start a live chat session. If already out of warranty, click here for the Dell out of warranty offering.

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