DELL Laptop LCD displays nothing

sglee
sglee used Ask the Experts™
on
Device ManagerHi,

 I have a DELL Latitude E5570 laptop. It had Windows 7 and I upgraded it to Windows 10 today, but the problem is that the LCD screen display nothing when it boots.
 I can see DELL logo and Windows 10 Log (4 small squares), but I don't see the logon screen.
 However I can connect to that computer remotely using Spalshtop software or Remote Desktop program.
 in Device manager, there are yellow marks on Video Drivers. I downloaded latest video drivers and chipset program and installed them all, but I can't get rid of these yellow marks.
 When I connect the laptop to an external monitor using HDMI cable, nothing is displayed on the external monitor.
 Can you help?
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Commented:
You have to double click on each of the yellow excl marks to see what the real error is.

Author

Commented:
AMD Video driver errorINTEL Video driver errorHere they are. How come there are two display adapters listed instead of one?
Most Valuable Expert 2013

Commented:
You need to be running at least  BIOS version 1.19.3
File Name: Latitude_E5x70_Precision_3510_1.19.3.exe

Which fixes the no video issue with switchable graphics disabled in BIOS

Then install the current versions of both the Intel and  Radeon drivers from Dell

Your laptop uses two graphics chipsets and switches between them depending on the demand of the software running to conserve power.
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Commented:
Driver Update@MASQ
I ran BIOS version 1.19.3 and then installed the current versions of both the Intel and  Radeon, but still not getting no image on the screen.
Most Valuable Expert 2013

Commented:
Hmmm....
Can you delete both display adapters from Device Manager and reboot?

Author

Commented:
Display AdapterAfter removing existing display adapters, it worked.
But after several reboots, now it fails to display the login screen again.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Given all the above, back up the machine and do a fresh install of Windows 10. Upgrading from Windows 7 is not a good idea this late in the game.

The machine is on Dell's supported list for V1809.

Author

Commented:
@John
"do a fresh install of Windows 10." --> I was afraid of that.
JohnBusiness Consultant (Owner)
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Expert of the Year 2018

Commented:
I think that is what you must do as upgrading leaves left over bits to deal with
Top Expert 2014

Commented:
Do you actually need the Radeon? If not you can probably just turn it off in BIOS. It's more a GPU than a video adapter as it can't connect to a screen.
Most Valuable Expert 2013

Commented:
OK so the hardware is fine we just need to get Win 10 to understand which drivers need loading:

Can you scrub the two drivers again and now add the Win 10 Deployment pack for the laptop?
https://www.dell.com/support/home/is/en/isbsdt1/Drivers/DriversDetails?driverId=FG93C

Author

Commented:
Here is an interesting part.
When I shut down the OS and turn it on, I see the logon screen.
However when I restart the computer, I don’t see the login screen.
Never seen this kind of behavior before.

I will try Win10 deployment pack and report back.
Top Expert 2014

Commented:
My Latitude has a similar problem. it has no display after I reboot it but I just ignore that and hold the power button down. ine is the cheap one without additional GPU

Author

Commented:
@ MASQ
From the link, what am I supposed to download and install?

Author

Commented:
@andyalder
Are you sharing your experience with your laptop or asking me to try something?
Top Expert 2014

Commented:
I asked you to turn the Radeon GPU off in BIOS earlier. Just as a test.

Author

Commented:
Let me check BIOS to see if there is such an option.

Author

Commented:
BIOS 1BIOS 2BIOS 3@andyalder
I don't see Radeon option anywhere in BIOS.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
You did say this was a Laptop and laptops normally only have one Video card.
Robert RComputer Service Technician

Commented:
what is the service tag of the laptop so I can see what was shipped with this laptop? have you tried to boot in safemode and install the video drivers from there?  Usually minimal generic drivers are installed in safemode. If you can boot to safemode try to install the drivers you downloaded.. If you can boot in safemode. which video drivers do you see installed? is it still showing amd and the HD graphics drivers.  Try using the video driver clean up tool, please not it is best to use the application in safemode. You can download the video cleaning tool from: https://www.wagnardsoft.com/content/display-driver-uninstaller-ddu-v18013-released  Once the drivers are effectively removed, and the system is restarted try reinstalling the video drivers you have downloaded.  I have used this tool on several Dell laptops that were having problems installing video drivers with great success. (over 30 machines). video drivers can be downloaded from: https://www.dell.com/support/home/ca/en/cabsdt1/product-support/product/latitude-e5570-laptop/drivers

Author

Commented:
Service Tag#: BH0CRC2
Robert RComputer Service Technician

Commented:
according to the Dell website your system came AMD Raedon video card;
338-BHLO : Intel Core i7-6600U Processor Base, AMD Radeon R7 M360, 2GB Discrete Graphics
See the following link: https://www.dell.com/support/home/ca/en/cabsdt1/product-support/servicetag/bh0crc2/configuration
You should not have two video drivers installed on this system, uninstall the HD Intel graphics driver, it should not be installed. The AMD Raedon driver should be installed.  If after removing the Intel driver you still are having issue please download and install the video driver uninstall tool in safemode and then reinstall the AMD driver after the computer has rebooted.

Author

Commented:
Device Manager@Robert
I downloaded Radeon Driver (again), uninstalled current driver and rebooted it.
Even before installing Radeon driver, it started working again.
I restarted the laptop several times and every time windows logon screen comes up.
I turned it off and turned it back on several time and I see the logon screen every time.
I don't quite get it as far as what made it work other than I uninstalled installed drivers from Device Manager several time today while working with experts.
Anyway it is working miraculously. I will try again tomorrow morning to see if it works in the same way and will report back.
Robert RComputer Service Technician

Commented:
Okay, it is now showing the windows basic video drivers, so we are getting close. Did you boot it in safe mode and use the driver uninstaller tool to uninstall any remnants of old video drivers?  It should not say Microsoft basic display drivers as that is the Windows generic video driver.  If you downloaded the AMD Radeon R7 M360 driver try to install it from the application you downloaded from the Dell website. If it does not install  or if it still says Microsoft basic driver you Need to use the driver uninstaller tool https://www.wagnardsoft.com/content/display-driver-uninstaller-ddu-v18013-released    Run this tool in safemode, restart the computer then try reinstalling the amd driver..... the video in the device manager should say AMD Radeon R7 M360 .......  This will show that the correct driver is installed. Also if you have not done so as suggested previously download and install the latest chipset and bios updates for this laptop   bios update available    chipset.   https://www.dell.com/support/home/ca/en/cabsdt1/product-support/servicetag/bh0crc2/drivers

Author

Commented:
I did not try any of your suggestions yet. This is not the first time that I saw Windows basic driver. If it works consistently tomorrow, I like to keep it as it is. I took all day to get here.
Robert RComputer Service Technician

Commented:
But be aware that if you use the windows generic drivers you will not have the proper functionality as you would have if the proper drivers were installed. For example the proper screen resolution may not be displayed or you may not have the ability to change it to a resolution that works best for you, or if you plan to connect to a projector or an external screen it may not detect the external monitor or the projector.  Work with it the way it is and after a few days try what I suggested. I have worked in the past as a Dell warranty support employee and have worked for two corporations who used mainly Dell computers, supporting over 1500 users within the corporation and supporting Dell support calls for North America. Just trying to give you the best support.
Most Valuable Expert 2013

Commented:
The risk you run retaining the basic driver is that Windows 10 will at some point realise that there are speciic drivers available for both the integrated graphics adapter on your Intel CPU and the discrete Radeon graphics card and install those.  Clearly It picked the wrong versions for your hardware (you have two graphics systems - the Intel one is built into the CPU as an Integrated Graphic Processor (IGP) and you laptop uses this for most simple display processing, it also has the AMD Radeon laptop graphics card which it switches to for more demanding tasks)

The Deployment Pack I linked to is mean to contain all the Windows 10 drivers for a clean install on your Dell so in practical terms you should add ALL of them.  The idea is that subsequently Windows 10 will only download automatic updates that are appropriate for your specific hardware based upon the drivers you already have installed.  It's also possible that the issue is upstream with the drivers on the systemboard and you need to match the both graphics and chipset drivers.

Sorry if that wasn't clear before.

Author

Commented:
@MASQ
How  do I install deployment pack?
What do I download from the link that you provided?
Most Valuable Expert 2013

Commented:
You need the 500MB .cab file (final download link at the bottom of the page)

It's really for corporate deployment, but if you don't have SCCM on a network (and most of us don't - especially if we're dealing with just one machine) then you can follow this guide:
http://www.1337admin.org/tutorials/manual-installation-of-a-dell-driver-pack-on-a-local-machine/

That should automate the installation of all the Windows 10 drivers with the exact versions for your hardware (rather than the more generic ones Windows update often seems to select at random!)

NB: note the really useful bit that is relevant to you here at the end of the 1337 article regarding which order you install graphics drivers in your situation.
Commented:
Update:

The user could not use the docking station that has multiple display ports once I upgraded to Windows 10.
In an effort to troubleshoot that issue, when I connected an external monitor using VGA cable to the back of the laptop directly, it could not even display that with an error message.

I have decided to restore Windows 7 operating system on this laptop. It was too much problem to handle.

Thank you very much for your effort and I appreciate it.
Robert RComputer Service Technician

Commented:
yes it is because the generic windows driver was installed for the video card. If you would have follow direction and installing the proper Dell Drivers for the video card you would have been able to communicate with the monitors that are plugged into the docking station. Hope it goes well. You will eventually have to move the laptop to windows 10 as starting January next year windows 7 will no longer be supported by Microsoft meaning that there will no longer be any updates for the operating system, including security updates.

Author

Commented:
Thank you for your insight.

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