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Question

Black screen

Jul 7, 2019 5:36AM PDT

Can you help me please, my computer crashed suddenly and I switched it off using the laptops off button. When I went to switch it back on again, all I get is a black screen. The laptop power is fine, as there is a light on the side which comes on and the fan is rotating, but I can't move from this black screen

Firstly, what are the steps I need to carry out on how to determine if this is a software issue or a hardware issue, and what advice can you give to fix this problem

Secondly (god forbid), is my documents and other files safe in the laptop's hard-drive.

I look forward to your help, thanks, Chris

(Edit) I have a Dell laptop, Inspiron , about 4 years old. Windows 10

Post was last edited on July 7, 2019 5:51 AM PDT

Discussion is locked

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Answer
If there is no display at all, you try this easy reset.
Jul 7, 2019 8:12AM PDT

This does NOT affect files. We power off, remove the charger and the big battery then press and hold the power button for 60 seconds. Release, slip in the battery apply power and test.

If the Dell splash does not show, it's a hardware issue.

Try an external monitor as well and see if the Dell Fkey to clone the display (varies with model so as you have owned this for years, you know this) and see if it's a display failure.

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Outcome from your first advice. Unresolved at present
Jul 7, 2019 11:43AM PDT

Thankyou for your assistance,

I have done what you said just now and it hasn't changed. Still complete black screen, with nothing illuminated whatsoever. Certainly no DELL logo, so it must be a hardware problem then.

I have a couple of spare TV's, will they act as a monitor for my laptop. Also, do I need to use an HDMI cable? as I don't own one at present, but I can easily pop to my local store and buy one. Then I will try it out and hope that works out. If it does work on my TV, then what do I need to replace on my laptop to make it work on it's own screen.

Also, if it doesn't work, what would you advise I do next? Could it be a RAM chip or something else.

Regards, Chris

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It could but rarely is.
Jul 7, 2019 11:54AM PDT

90% of dead ones like this is either a display issue (backlight) or a failed motherboard. You can use ANY video connection that is available for the testing.

Since it's so black, try the FLASHLIGHT TEST. Here's a few articles on that:
https://www.google.com/search?q=LCD+FLASHLIGHT+TEST&gl=US

Remember if the flashlight test shows content it doesn't tell you want failed exactly. Could be cable, led/ccfl or other parts.

-> Once you get these tests out of the way I usually move to opening up the laptop to unplug anything optional to get a display. We don't need any drives, one one stick of RAM and the usual WiFi module can come out too. The goal is least number of parts.

At the shop we'll also replace the CMOS battery. I do not write how to test the 25 to 99 cent battery but some want to do that. At the shop it's not economically sound to test this cheap part but here you go:
https://www.youtube.com/watch?v=RMQI5R79lx4

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Sounds like I'm about to climb a steep mountain
Jul 7, 2019 3:08PM PDT

Thanks again,

Looks like I have quite a few hurdles to cross. I will still need an HTMI lead for the first test on my TV screen, so once I have purchased that, I will see what happens, and let you know.

A faulty motherboard sounds expensive. Around £300 in the UK, so I believe, and if I had to get to the stage of replacing that, I certainly wouldn't carry out that job on my own. It would have to be done by an expert, so I'll pass on the DIY alternative of giving that ago by myself lol.

The CMOS battery would require that tester. Something I don't have and nor would I go out and buy. Again, if it's not a RAM chip, or a back-light, I guess I have faced a brick wall in terms of what I can mend/replace by myself. I am certainly no computer technician. I am just hoping I can sort out the problem with the little most effort.

I found this video on Youtube https://youtu.be/rlwxAryzN2U It echoes pretty much what you say concerning my laptop problem. Like I said, I hope it's a fault I am able to fix myself.

I will let you know how I get on.

Regards, Chris

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No tech I know tests the common CR2032 battery.
Jul 7, 2019 3:20PM PDT

At 150USD a hour we replace the 25 to 99 cent item. I know folk that will construct a battery tester and go through the testing but we just can't justify it. We may put a Volt meter on it but that's an incomplete test.

Now you will have techs that want to know it's a possible item to test and they will test the 25 cent battery. We won't put up with that long in the shop since we pay the techs by the hour and you can do the math.

-> It's RARELY a RAM chip. Out of hundreds on machines last 2 or 3 years, not one bad strip of RAM.

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Ok, it's pretty much above my head
Jul 7, 2019 4:25PM PDT

I will go with the first challenge set by you. Try it on a monitor and do the torch test. Everything else is sounding way to complicated to try on my own. I have that fear that when I start unscrewing screws on a laptop, pieces will fall out from (God knows where!!) and I won't know where to put them back lol

I live in the UK. If worse comes to the worse and I think it is getting far too complicated, I will pop into a couple of computer repair shops and quiz their brains. I'm not overly keen on parting with my laptop and handing it over to strangers. If for arguments sake, it got lost or stolen by them, it would be bye bye laptop and bye bye many files I haven't backed up to externals. Not a risk I am happy to take. Not to mention that I do all my online banking and other business through my laptop, and god knows what computer whizzers could get their hands on, if they were unknowingly unscrupulous. So I more likely get a technician to come round to mine and repair at home. I can forewarn him or her as to what they may need to complete the repair, so they can have the parts and tools with them for the job at hand.

I use the computer a lot, as it's for my work as well as pleasure. So it wouldn't surprise me if a RAM chip blew. But I leave that option on the back-burner for now.

Thanks again for your help and I post again and keep you updated. This really is the "Black screen of death". I feel I am still in the dark, and nowhere to turn. I could end up throwing money here there and everywhere for each test a technician would have to make, just to locate the actual problem.

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Let's say it's a goner. Here's how we get at the files.
Jul 7, 2019 4:33PM PDT

We solve this too often. Here's an "example" USB case for the most common laptop HDD. https://www.amazon.co.uk/External-Enclosure-Laptop-Drive-Powered/dp/B01HGNAHZ6

Once you get your old HDD out, no tools to put it into this case and get at the files you forgot to make backups of. It's very cheap and there are so many to choose from today.

As to getting the old drive out I don't see the full make and model but there are over a thousand YouTube videos on that step.

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Ok
Jul 8, 2019 1:41AM PDT

Ok thankyou, I get back to you tomorrow after I have completed what I can myself to sort out the problem. I hope it's good luck, and be a shame for my computer to be a gonna.

It's a custom built machine. Back-lit keyboard, 16G memory, 1TB HD very good processor, AMD A8. Bought it in the USA as it happens. The trouble with it being a custom built model, I can't just look up the exact model. I also don't have the full specs to hand, as they only was shown when I bought it through Ebay, and that information is only shown for a limited time, so vanished now. But I'll look through the HD removal vids. Hopefully I repair it before I need to do that as a last resort.

Regards, Chris

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I thought this was a Dell laptop?
Jul 8, 2019 8:43AM PDT

" I have a Dell laptop, Inspiron , about 4 years old. Windows 10 "

https://www.dell.com/si/business/p/inspiron-15-5555-laptop/pd
shows that model line so it's not custom at all but maybe some options selected.

https://www.dell.com/support/manuals/us/en/04/inspiron-15-5567-laptop/inspiron-15-5567-servicemanual/before-working-inside-your-computer?guid=guid-5d3b1051-9384-409a-8d5b-9b53bd496de8&lang=en-us finds the SERVICE MANUAL which I might have linked to earlier but I didn't have enough machine details to take a guess at which Dell Inspiron you have.

Remember that at shop and office over hundreds of PCs not one memory stick failure. That's something from about a decade or more ago. Today, pretty rare. That aside I'd remove the drives and WiFi card, repeat the reset I noted above and test.

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Dell - More info
Jul 9, 2019 2:41AM PDT

Dell stopped issuing "back-lit keyboards" on it's machines, so I trawled Ebay and found someone in the USA that advertised their laptops as "custom-built" using brand new Dell parts (so they said). The spec seemed very attractive. Larger processor, 17.3in screen, it's encased in a metal gold textured covering.

It's hard working in a vacuum, so I uploaded "9" photos to my tinypic account. Here's the links

(1) http://i67.tinypic.com/sni2b9.jpg
(2) http://i67.tinypic.com/14yajxh.jpg
(3) http://i65.tinypic.com/25811fm.jpg
(4) http://i67.tinypic.com/21p04tk.jpg
(5) http://i63.tinypic.com/hx6ic4.jpg
(6) http://i66.tinypic.com/b5l6rn.jpg
(7) http://i63.tinypic.com/2a0j21f.jpg
(Cool http://i67.tinypic.com/fp88hv.jpg
(9) http://i63.tinypic.com/29ok2zp.jpg

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If it's some Frankenstein creation.
Jul 9, 2019 2:55AM PDT

Then you go with what you usually see in the shop.

1. You try the generic reset.
2. You replace the CMOS battery.
3. Try external video connections.
4. Remove wifi, drives and strip to one stick RAM, reset and test.

If it's still dead, call it the motherboard as better than 99% of the time it's been that board when it's that dead.

It's sad it's some Frankenstein creation. This means no docs but most likely the same routine we use at the shops.

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The Steps I will take and what happened before it crashed
Jul 9, 2019 3:37AM PDT

Yes it's definitely custom built. Had full specs in the Ebay advert, but I never saved the advert to my computer at the time, so even I don't know exactly what's in it. It's been a great computer, but was hoping it was going to stay working.

The fan took a very fast rotation and was very loud when my screen froze, which is why I switched the computer off with the button, which took double the time it would normally take to power off my laptop. Just prior to that happening, I had clicked on a small Dell updates window which had popped up and agreed to upload 5 updates, which I had left for a long time. That's when after about 10 minutes, the fan went berserk. After then, all I have is the black screen which has lead me to this site for help. Is that a clue to what actually caused my laptop to fail? Did that attribute to this problem. Is a fan suddenly speeding up and sounding loud in my laptop a warning sign as to a particular part failing.

I am popping out and going to get the cable I need to try it on a TV and see if it's a backlight problem. Then if that fails, I will wait until night-time when my bedroom is pitch black, and then turn laptop on and see if I can see a faint DELL logo come up faintly. I think that's probably better than a torch test, don't you think? If anything is there in pitch black darkness, then even the faintest light will show

Then if that fails, I will open up the laptop and do the RAM chip test. Like you said, taking one out and then trying it, switching them around and so fourth.

If that fails. Then I am going to remove the hard-drive and take it to a computer shop I think, or I may try and attempt the CMOS battery, but as I don't know exactly which kind of battery it will be, and I have to order it online (I assume), it may be getting too technical for me to try on my own. I am still wary of opening it all up in the first place, but I will give it a shot

I don't understand the Removing WIFI part? and what drives?

Regards, Chris

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You say custom
Jul 9, 2019 10:16AM PDT

I have to go with the Dr. made this one.

1. I can't guess why the torch test was not done. I won't enter into debates about what is better. If you see the Dell logo it means a backlight failure and there are YouTubes about laptop backlight repair. I don't go beyond this here and defer to YouTube as YOU MUST BE A TECHNICIAN to figure out which part(s) have failed but at least it's moving away from a motherboard.

2. WiFi part. If by this time you haven't learned the internal parts of your laptop with looking over the service manual then I have failed and must tell you to take it to a repair shop.

We tried and it appears you need a repair counter.

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Trying to Run before I Walk
Jul 9, 2019 1:00PM PDT

When you are very knowledgeable about computers and you are relaying onto a person who has never opened up a computer in their lifetime, and never thought I would ever have to, then it's like trying to teach someone to run before they can even walk. Even instructions relayed onto a total novice in writing or video can seem like climbing mount everest.

I shined a torch and saw nothing. I will try tonight (when it is dark) (UK GMT) which is now 20:47pm and try it again in pitch darkness. I wasn't looking for a debate, it was just a question.

I popped out this afternoon and tried to buy the lead I required to do the monitor test, but they was out of stock, so will have to goto another store tomorrow. I have to fit work and other commitments inbetween trying to get time to sort out my laptop, so another delay due to not being in possession of the right lead at this time is unavoidable.

I appreciate all your help and once I have bought the lead, I will open the laptop up and do the RAM chip job. If that fails, I will remove the Hard Drive using the instructions given in that link and take it to a Computer repair shop. Which you now advise

Thanks again, Regards Chris.

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When we have a new tech.
Jul 9, 2019 1:17PM PDT

Even they have to get some training. Here you have to really apply yourself with more research, YouTubes and more.

I'll try but if you are that new, I can't teach in the forum from ground zero. That would be the end of my contributions here. I don't mind sharing the methods we've used in the shops but this may not be enough for those on their first go rounds. I can't see this changing as it's more about you working than me.

At the shop, we have our methods and at $150USD a hour we have to produce results or make the call sooner than later as bench time is expensive. So when the machine is too far gone we call it as fast as possible.

WHY?! Because many refurbs cost less than what repair can be. My brother has an insurance business and we fill the desks with laptops from Groupon for not much. To some that's too much but here when you can get a working laptop for web work with i3, 4GB RAM or better with W10 for 130USD to your door at times, repair is just not a good idea.

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PS. REMEMBER TO DO THAT RESET I NOTED UP TOP.
Jul 7, 2019 3:32PM PDT

After ANY change. I had a few where I removed a card and forget to do that and it brought it back to life.