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alopez1104

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Display Monitor on laptop black when undocked but okay when docked

I am trying to help a user.  He stated that when his laptop is docked he could see the screen, but when he undocked it, he can't see a thing.  He mentioned something about only seeing a tiny light.  I had him remove the laptop and connect the ethernet cable directly to the laptop, however the same thing he could not see a thing.  I am helping him remotely and I am able to see the desktop, I checked all the display settings and even the video/hardware status and could not find anything wrong.  Can you please help us on what could be the possible problem here.  We tried the Shift F8 and Shift F5 but it's still not working.  The laptop is Dell 620.  Thanks.
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jhyiesla
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Most laptops use the function key to toggle between the laptop screen, an external monitor or both, not the Shift key.  Have him look on the laptop and locate the key, probably at the top with a picture of two monitor screens on it and press the Function key and hold it while pressing and releasing this other key.  That should toggle the screen.

If this doesn't work, have him put it back on the dock and make sure that he is seeing the video on the laptop screen and not an external monitor.  

Except for it working on the dock, I would suspect the backlight has gone out on the screen.
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alopez1104

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you know he actually mentioned something about the back light.  He said when it's undock he sees only like a shade of light.  He actually did try the function key and the monitor icon (FN and F5 together) but it's not working.  If the backlight has gone out on the screen, what should we do then?
Please try with re-installing the latest drivers.. Even I had the same issue with my new Dell D630 and it resolved by installting the drivers.(As suggested by Dell Support)
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jhyiesla
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Is he undocking correctly? I recently set up a user with a new laptop and docking station, and the station had an undock button that you HAD to press first and wait before actually unhooking the PC, otherwise the laptop would freak out. I hated that stupid thing! If your user is just disconnecting the laptop without hitting that button, it could explain the problem.
I'm closing this ticket.  I just went ahead and sent our field tech to check the laptop physically.  It's hard to help a user remotely when the last resort is for you to be there physically and check.  But anyway, thank you guys.