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XPS13 9315
XPS 13 9315
I have a problem with the screen just randomly turning off on a XPS13 9315 (although the computer remains on and working). I elected not to renew my service plan in November last year as the only time i needed help, the customer service was about as useful as a chocolate fireguard.
The issue is that my screen has started turning off (going black) although the laptop remains working. To "fix" it, I have to close the lid, wait a couple of seconds, then reopen it, before the machine goes to sleep.
I have isolated the issue down to a hardware problem - it appears to be the switch that turns the screen off when the lid is closed. In my case it has become sensitive to movement when the lid is open and the screen is on.
I can "force" the issue to occur by simply moving the laptop gently or touching the screen (not good for a laptop designed for mobile use, or for a touchscreen!). It does not affect an external display, either in mirror or extended mode.
I note a few older threads for other Dell machines (including XPS series) that have described very similar issues, but I cant find a thread where there was a resolution. Does anyone have experience of this and have found a solution? I am happy to take the machine apart and replace hardware if it is pluggable, but I would not be happy to desolder/resolder a board mounted componont.
Any help would be massively appreciated.
ShovelSR
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January 9th, 2024 12:08
As I could not find a display assembly at any parts provider, i decided the only thing to do was to get Dell to fix it. Having checked the options available, I renewed my Premium Service Plan yesterday (I didn't realise that I could do that having let it lapse) and opened a case with Dell. After a few minutes speaking to the help desk, they came to the same conclusion - the cable had failed, so they arranged an onsite visit from a tech. David the Tech turned up this morning with a new Display, fitted it, ran a few tests and all is now well. I have to say, I can't fault the service this time around, the difference from my last experience has been astronomical. @ejn63 - thanks for your help and advice (even if I did just get Dell to do it in the end).
(edited)
ejn63
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January 5th, 2024 19:37
The first suspect would be the connection between the display panel and the mainboard, so if you're looking at that, disassemble the system and check both the cable and the mainboard connector. It may be that simply reseating the cable will solve the problem.
There's not much inside the system that's repairable -- if the connector is damaged, the mainboard will need to be replaced, and if the cable is damaged, it's also not replaceable - the display assembly will need replacement.
Service manual is here
https://www.dell.com/support/home/en-us/product-support/product/xps-13-9315-2-in-1-laptop/docs
ShovelSR
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January 6th, 2024 12:57
@ejn63 - Thanks for the response - I grabbed the manual and will have a look at the cable. The attached screen gave up completely this morning, so I only have an externally connected display now. If, as you suspect, the cable has damaged in some way (through repeated opening/closing), then the cost of a new motherboard will probably mean I give up on Dell altogether (I am really unhappy with their recent products and their customer support leaves a lot to be desired) and despite being a Dell user for 20+ years), I will likely return to building my own desktop systems. I am just taking a full backup before getting the tools out....
(edited)
ShovelSR
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January 6th, 2024 16:55
I got the system apart, and its different internally to the manuals that @ejn63 pointed me at (I should have mentioned, this machine was bought in 2021). Went back to the support site and found an earlier version which has the same detail as I could see on my machine. The "sleep" switch is a pair of magnets at the front of the case, which sense the laptop lid when it is close to closed and then close some contacts (presumably) to turn the system off (or put it to sleep or hibernate, depending on system settings).
SO; its not the lid switch (that does not actually exist).
The screen is connected by a flat ribbon cable to the motherboard. It is really creased, so I can only assume there is a failed conductor or two in there. Fortunately for me, the cable is connected to the motherboard by a flat plate connector to what Dell call the Display Interposer. This is secured by 2 screws, so it can easily be disconnected. A further 4 screws hold a pair of cable brackets, and another 10 screws hold the hinges. Removing all of those allows me to remove the lid, complete with cable and screen.
All I need to figure out now is how to get the screen out of the lid, so I can see if the cable can be replaced without having to buy a complete new display assembly. The manuals don't seem to cover that - any one with any pointers, I would be very grateful
ejn63
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January 6th, 2024 18:11
The assembly is glued together -- even if you can get it apart without destroying the LCD, the cable isn't sold as a separate part. And even if you get it apart, regluing it is just as difficult as ungluing it. If there is damage to the cable, the entire assembly needs to be replaced.
There are two different 9315 models -- the clamshell and the 2-in-1 -- for which the displays are different, so verify which one you have before ordering a replacement display assembly.
ShovelSR
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January 7th, 2024 13:15
@ejn63 Yeah - I had spotted that. Mine is clamshell, UHD, with touch. Not completely worried about having touch on the replacement, although it does occasionally come in handy. My only concern is that if I buy a replacement display, and its not that, its a waste of cash. Also there are very few parts suppliers with any in stock (telling, in itself). I am going to phone Dell UK tomorrow to see if I can send it back for a repair. Depending on cost, it will probably either be that or a new machine. I am really disappointed in this machine. Dell has always been my preferred manufacturer due to the build quality, but looking around the forums and the wider internet, it does appear this is a fairly well known problem, and there is a lot of dissatisfaction with their systems over the last 4 or 5 years.